Ebay Gets A Downgrade

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Dani-Ann M.: Hello and thank you for contacting Account Security Live Help, my name is Dani-Ann. How may I help you?
mrcustomerservice: I just had all my auctions canceled because supposedly somone other than me accessed my account.
Dani-Ann M.: I'm happy to assist you, and I will need to verify your information first. Could you please provide me with your Full Name, Address (including ZIP code) and Telephone number?

(Note that an eBay agent will never ask you for sensitive information like passwords and credit card numbers)

mrcustomerservice: [removed -ed]
Dani-Ann M.: Thank you Ben.
Dani-Ann M.: To ensure that you are the true owner of the account, I would like to call you at the registered phone number. Are you able to receive a telephone call while online?
mrcustomerservice: it will kick me off, because I am online throught my blackberry, but I can immediatly get back on when the phone call is terminated
Dani-Ann M.: You may not be able to access this same chat screen if the Internet disconnects. Is there another number I could reach you at right now?
mrcustomerservice: not at the moment, no
Dani-Ann M.: That's okay. I may be able to ask you a verification question from your account that only you would know. I'll be a few moments as I review your account.

mrcustomerservice: ok
Dani-Ann M.: Can you provide me with the first e-mail address you registered on eBay?
mrcustomerservice: hm, that would have been [removed -ed]
Dani-Ann M.: Perfect, thanks for verifying that information for me.
Dani-Ann M.: It did appear that your account may have been accessed by an unauthorized third party. As a precautionary measure, we blocked access to your account.

Just to be sure, did you list the "Green Mini Tent Model Doll Stuffed Animal Bear Cat Rare Relisted!"?
mrcustomerservice: Yes, I listed all the auctions that were deleted. I would like to know why it was just assumed that I did not list them. Also, I'd like to know if they can be restored, and how do I know it won't happen again?
Dani-Ann M.: Thanks for letting me know you did list those, I'll first be a few moments while I review your listings.

mrcustomerservice: ok
Dani-Ann M.: My first question is, did you list about 26 listings between November 19th and Dec 2nd?
mrcustomerservice: If you count relistings, that sounds about right
Dani-Ann M.: Super, thanks, I'll be a few more moments reviewing.
Dani-Ann M.: May I ask what your payment method(s) was for the "Green Mini Tent Model Doll Stuffed Animal Bear Cat Rare"?
mrcustomerservice: I answered, but it didn't show up. I only accept Paypal for payment methods
Dani-Ann M.: Okay perfect, thank you for confirming that you did list these items. We now know for certain that no third party has accessed your account. I will restore your account back to you immediately. We apologize for any inconvenience this may have caused you. Please know that these precautionary measures are for your account safety.
Dani-Ann M.: Regarding having your listings reinstated, I would like to transfer you to an agent who may be able to help you do that. Please keep in mind that sometimes, due to technical limitations, they are unable to do so.
mrcustomerservice: What can I do to ensure the mistake will no happen again? I'm hesitant to list anything else if I'm afraid it will get canceled.
Dani-Ann M.: Regarding why we were cautious in this case, I'm unable to go over those details with you but it's nothing you need to worry about for the future; I'll be putting a note on your account that we verified you listed these items, and it shouldn't happen again.
mrcustomerservice: Thanks
Dani-Ann M.: You're very welcome. Before I transfer you, is there anything else regarding your account security that I can assist you with?

mrcustomerservice: How about a verification call next time. My cell phone is always on.
Dani-Ann M.: I asked above if you were able to be reached at another number and you said "not at the moment, no"
Dani-Ann M.: But in the future if we can reach you, that is certainly an option.
mrcustomerservice: I mean before any of this goes down. Instead of deleting auctions, just give me a call.
Dani-Ann M.: Okay; that is something you may be able to ask the next agent you chat with, since they know more about the process prior to your account being blocked.
mrcustomerservice: mkay, thanks
Dani-Ann M.: You're very welcome. At the end of this chat, you will have the opportunity to take a survey and request a transcript of this chat. I would appreciate it if you would take this survey so I know how well I’ve been able to assist you. Your feedback is important to me.

Please hold while I transfer you now.

Please wait while you are transferred to another agent.
Verda: Hello and thank you for contacting Account Security Live Help, my name is Verda. It will just take me a moment to review what the previous agent sent over and to look at your account.
mrcustomerservice: thanks
Verda: Thank you for waiting! I can see you were transferred to me to have auctions restored to your account, is that correct?
mrcustomerservice: yes, and I'd like to know how I can ensure this won't happen again
Verda: ALright. I will restore these to your ALL SELLING file. Any items that sold prior to us removing them will still be sold, however any items that were running or had no bids will be in UNSOLD ITEMS so you can re-list them.
Verda: With the actions taken on your account, it was for the security of your account and the eBay community. I will apply a note to the account stating the auctions were authorized to help be sure this does not happen again, however I cannot make any guarantees.
mrcustomerservice: Will I be able to retrieve the buyers information for sold items?
Verda: If they were sold, then yes.
mrcustomerservice: Can you guys call me before removing any auctions again? I find it hard to believe in the first place that anyone would use my account to list items, you would thing they would be purchasing items.
Verda: Unfortunately we do not offer phone support at this time. The phones are used for verification purposes in some live chats, however if there is evidence of unauthorized activity on an account, we take action immediately so a call cannot be made. As we have a team working 24 hours a day to secure accounts, some actions are taken by us at 1am etc. as well.
Verda: The items have been restored to your account and the previous agent removed the restrictions. Before I let you go, is there anything else I can help you with?
mrcustomerservice: Honestly, I'd rather have a call at 3am than to have to go through this again, no offense. May I ask what caused this? Is it because I sign in at different computers? Is it that I had no activity, then a bunch of it recently?
Verda: We are not able to disclose the details surrounding the investigative procedures that led us to this conclusion. However, I assure you that our action was in the best interest of the safety of your account.

mrcustomerservice: Gee thanks.
Verda: I really do apologize that I am unable to supply more information on this.
mrcustomerservice: I guess we're done here. Have a good evening.
Verda: Thank you. You too! If you do have further account security concerns, we're available 24 hours a day here in Live Help!
Verda: When you close this chat window, you will be asked to fill out a survey. I would really appreciate your feedback. Have a good evening and thank you for using eBay!
mrcustomerservice: Thanks again.
Verda: You're welcome. Have a great evening! Goodbye!
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