To all Ebay Members, I hope you find this useful, I recently had my Ebay Account hacked into and taken over by another person, they also gained access to my Yahoo Email Account and changed my password leaving me unable to log in. I immediately reported this to Ebay and Yahoo, Ebay removed all the listings that had been added and temporarily put a block on my bank cards. At first I was quite impressed with Ebays prompt action but what you are about to read horrified me and will probably make you wonder what is wrong with Ebay Staff and their Email System.
Although I could not log into Ebay I was still able to use the help section to contact them, I advised them that my email account registered with Ebay had also been taken over and that I had already set up another email address that I urgently needed to get added to my account. in true Ebay style the standard 'Thankyou for contacting us' email came to my new email address so they were fully aware of the security isues at stake, I was expecting a follow up email advising that their Security Centre had maybe changed it on my behalf but unfortunately that was not the case.
After a few days I received an email to my new email address advising that my new email addy was not the one registered to my account (this is blatantly obvious and thats why I was contacting them) but they did send an email me on how to Restore my Account and change my password to(baring in mind I received this to my new email address) in the same email they advised INSTRUCTIONS ON HOW TO RESTORE MY ACCOUNT HAD BEEN SENT TO THE EMAIL ADDRESS ORIGINALLY REGISTERED ON EBAY, so basically they had sent an email to the person who violated my account, instructions on how to do it again, I dont know how other members feel about this, but this surely has to raise the following serious issues with Ebays Account Security,
1) Why did they take 2-3 days to acknowledge my plee
2) If they can send a reply to a new email address why can't they send the instructions as well
Eventually, after I had emailed them 6 times, they finally advised me to use the 'Live Help' option, this enables you to Web chat Live with an Ebay Representative and is (strictly only available to members who have had their accounts violated) I explained the situation to them and they very quickly asked me 3 security questions about my account that only I would know the answer to, within 5 minutes my email address had been successfully changed enabling me to restore my account. Is it just me that thinks there are terrible security issues that Ebay need to address? has anyone else suffered the same problem? in my opinion there should be a more personal approach to Account Security Issues instead of preset emails which are not alot of use to anyone, ok the live help option and the staff who work it are very quick and efficient but it should not have taken so long for me to get to this option and the same 3 security questions could have been sent straight away causing less stress to members and making Ebay alot more efficient in dealing with serious incidents like this and maybe other areas as well.
In conclusion, on this occasion I was lucky that the violator did not try to be clever and access my account again, but there are other unscrupulous people out there who would not have hesitated to log in and try it, once they have access to an account they have my address and bank details which they can either try and abuse or change and who can blame them with such serious lapses in security.
EBAY PLEASE DO SOMETHING ABOUT YOUR DREADFUL STANDARD EMAIL SERVICE AND JUST FOR ONCE REMOVE THE RED TAPE AND LISTEN TO YOUR MEMBERS, AFTER ALL, WE PAY YOUR WAGES AND GIVE YOU A MASSIVE ANNUAL PROFIT, TRY PUTTING SOME OF THE MONEY BACK INTO EBAYS SYSTEM TO RESOLVE THIS. I HAVE SENT A COPY OF THIS TO WATCHDOG.