Hi, I am profoundly deaf. My ebay UK account has been hacked so I contacted ebay custom...

GetHuman1552134's customer service issue with eBay from November 2018

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The issue in GetHuman1552134's own words
Hi, I am profoundly deaf. My ebay UK account has been hacked so I contacted ebay customer services about getting this sorted. After a long live chat using their online service I came to the conclusion that there is absolutely no provision for deaf people to get through eBay's verification process as they rely on a phone call. I repeatedly reminded them that I was deaf & also didn't have anyone that could do this on my behalf but got absolutely nowhere with the person I was typing with. In the end my issue has still not been resolved & I'm at a loss at what I can really do now?!**Do you have any advice or could you point me in the right direction?**Kind Regards,**Keith.**The transcript of the chat is below:**eBay*Guest***:** PM*Hi, I am deaf & am having issues accessing my ebay account. Whenever I try resetting my password the recovery email & phone number are not mine. It looks like I have been hacked? What can I do?!**Samiksha***:** PM*Welcome to eBay Live Help. My name is Samiksha. I would be happy to help you today. Please allow me a moment to review your query.**Samiksha***:** PM*Hello!**Samiksha***:** PM*Could you please help me with the email address and user ID so that I can check the details on your account and assist you further?**eBay*Guest***:** PM*Yes certainly, they are: ******************* & *******************Samiksha***:** PM*Regarding your concern, I need to transfer you to the specialised team as they handle this type of issue. May I now transfer this Chat?**eBay*Guest***:** PM*Yes of course! Thank you!**Samiksha***:** PM*Thank you for confirming. Please stay connected while I transfer this chat to the appropriate department.**eBay*Guest***:** PM*Okay.**Ma Gloria***:** PM*Welcome to eBay Live Chat, my name is Gloria. Before we proceed, thank you for staying on the line and I appreciate the information you provided on your previous conversation. Let me further assist you on this.**eBay*Guest***:** PM*Thank you.**Ma Gloria***:** PM*Hello there**Ma Gloria***:** PM*Good afternoon, I hope you are well.**eBay*Guest***:** PM*Hi**Ma Gloria***:** PM*I completely understand why this concerns you a lot since the phone number and email address registered on your account is not yours and you want to access it**Ma Gloria***:** PM*No worries, rest assured that as long as you have me on the line I will do my best to assist you**Ma Gloria***:** PM*Before we proceed, can you provide me your first and last name?**eBay*Guest***:** PM*Yes, it is Keith Gilbert**Ma Gloria***:** PM*Thanks for that, Keith.**Ma Gloria***:** PM*How about your phone number and your complete line of address?**eBay*Guest***:** PM*my phone number is *************eBay*Guest***:** PM*my address is *************************Ma Gloria***:** PM*Thanks for sharing that to me**Ma Gloria***:** PM*Keith, can you verify to me your email address that you registered on your account?**eBay*Guest***:** PM*yes, the current email is *****@***.com. The origianl would have been *****@***.com but that has since been closed down.**Ma Gloria***:** PM*I see, thanks for sharing this to me**Ma Gloria***:** PM*Keith, it's a good thing that you made us aware about this kind of issue.**Ma Gloria***:** PM*I would really love to help you resolve this and I strongly recommend to contact us over the phone and verify your identity. This is to help you secure your account as well and have the issue resolved.**Ma Gloria***:** PM*For your convenience, please call **** *** ****. If you are calling outside UK, please call **** *** ******* (mobile) or ************* (landline).**Ma Gloria***:** PM*You can also use this link to request a call back. https:**www.ebay.co.uk*help*account*protecting-account*get-help-hacked-account?id*******Ma Gloria***:** PM*Please be informed that there might be a waiting time when you contact them. They are available ** hours a day * days a week.**eBay*Guest***:** PM*My main issue is that I am profoundly deaf & cannot use the phone. I also do not have access to someone that would be able to help me with a phone call. Is there another way of verifying?**Ma Gloria***:** PM*I'm afraid for this issue to be resolved you may need to contact us over the phone**Ma Gloria***:** PM*If you cannot do that then you can have a companion and ask them to help you speak with us**eBay*Guest***:** PM*That is the trouble, I do not have anyone that would be able to help me. Is there no provision for disabled customers?**Ma Gloria***:** PM*I don't mean to rush you, but I would like to check if we are still connected?**Ma Gloria***:** PM*I'm sorry for the question please disregard it**Ma Gloria***:** PM*I'm afraid that is the best option that I could offer in able to resolve this issue.**eBay*Guest***:** PM*I'm afraid that is really not going to work. Do you have a contact email for someone who is a manager & is authorised to help further?**Ma Gloria***:** PM*I recognize the frustration this has caused you and can understand how speaking with a manager might feel like the best option. However, I am confident that I provided the information you need and there is a high possibility that my manager will advise you the same information I provided.**Ma Gloria***:** PM*I just want to make sure we hadn't lost connection, Are you still there?**eBay*Guest***:** PM*Yes, but I am unable to use the phone, I would be unable to hear anything. This really is not a good method of varification for deaf people to use.**Ma Gloria***:** PM*I'm sorry to know that but you may need to contact us over the phone in order to resolve this issue.**eBay*Guest***:** PM*How?! I'm not being funny BUT I am deaf & cannot use a phone?!!**eBay*Guest***:** PM*Okay, how do I make a complaint?!**Ma Gloria***:** PM*Here is our complaints address: eBay Administration Office Attn: Complaints Department P.O. Box **** Dublin ** Ireland**eBay*Guest***:** PM*Okay, thank you. I understand that it is not your fault & that you are folloewing procedure but this is beyond belief!**Ma Gloria***:** PM*I'm sorry that you have to go through this**Ma Gloria***:** PM*Thanks for choosing eBay and have a good day, Keith.*Chat session has ended

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eBay

Customer service issue
Reported by GetHuman1552134
Nov 13th, 2018 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 18628 others
0 customers following this

Timeline

GetHuman1552134 started working on this issue
Nov 13th, 2018 5:02pm