contact paypal in South Africa

[Hennie27]

Hi everyone

It looks like my wife's Paypal account was hacked and someone made transactions and emptied her bank account. She cannot login to her Paypal account as it seems like the contact number linked to her account to sens an sms has been changed.

Her bank has advised her to contact Paypal direct.

We are from South Africa. How can she contact paypal to dispute the transactions and get it refunded if she cannot access her account.

PLEASE this is very urgent as we cannot afford to lose the money!!!

[sharpiemarker]

@Hennie27 

Log out of all accounts.

Visit https://www.paypal.com/za/smarthelp/contact-us

Click “Call Us” at the bottom.

Click “call us as guest” link.

Call the appropriate phone number observing business hours.

Your wife has to call because it is her account. PayPal only discusses matters with account owner.

Or reach out to PayPal at Facebook or Twitter:    

PayPal on Facebook

PayPal on Twitter

[Hennie27]

Hi

Thanks for the reply. I understand that she has to phone them herself.

I was just looking for a number that she can call in South Africa because she cannot login to her account.

It seems that there is only a US number to contact.

[Hennie27]

So we eventually contacted Paypal US from South Africa. My wife and myself spoke to them about the fraud. There was 3 big transactions that went off around midnight South African time. It was reported to her bank this morning. We also contacted Paypal via Twitter and Facebook.

The agent logged a fraud complain and advised us that we will be contacted within 4-5 days and money refunded. Now only about 2 hours later my wife received an email stating that Paypal couldn't find any fraud and my wife must make contact with the seller to resolve the problem. How the hell is this not fraud ? My wife cannot even get access to her Paypal account because the fraudster/hacker changed the mobile number where the sms with pin number is send to log in. We have a screenshot of part of the number. It isn't even my wifes number or a South African number. It is from another country. There is no **bleep** seller to contact because this is clear fraud and Paypal is taking the side of criminals against honest people. My wife doesn't even use her Paypal or shop online. She used it once during last year. Why will she empty her entire bank account.

The money is our rent money, medical insurance and food money that is now stolen by a criminal and protected by Paypal.

My wife cannot even get access to her Paypal account because the fraudster/hacker changed the mobile number where the sms with pin number is send to log in.

We would appreciate if anybody can advise what steps to taken to recover the money or appeal the ridiculous decision from Paypal.

She cannot log in to the account so there is no way to axxess the Resolution centre.

Please I beg you !

[PayPal_Bindu]

Hey @Hennie27,

I certainly understand how concerning this can be for you.  I am sorry for what happened, and I know it is unacceptable. You may be able to appeal the outcome of this case. You have 10 calendar days from the date we closed this case to make an appeal. You can give us a call to request an appeal.

I hope this helps, have a great day!

Bindu

[Hennie27]

@PayPal_Bindu 

Hi we also contacted Paypal though Twitter and the consultant advised us that we have to send an email from the primary email address of my wife stating that we want to appeal the decision. He gave the following address [removed] and told us to mark it for his attention. We had to put ^CCB in the email subject line. I tried to attach a screenshot of the Twitter message from the consultant but I get an error saying it cannot be saved.

Since the fraud took place my wife couldn't even access her Paypal account because the fraudster/hacker changed the mobile number linked to the account. It isn't even a South African mobile number. This is clearly fraud and we hope that Paypal will make the correct decision and not protect fraudsters.

We still haven't heard anything back from Paypal after sending that email as requested.

[Hennie27]

@PayPal_Bindu 

Hi we also contacted Paypal though Twitter and the consultant advised us that we have to send an email from the primary email address of my wife stating that we want to appeal the decision. He gave the following address [removed] and told us to mark it for his attention. We had to put ^CCB in the email subject line. I tried to attach a screenshot of the Twitter message from the consultant but I get an error saying it cannot be saved.

Since the fraud took place my wife couldn't even access her Paypal account because the fraudster/hacker changed the mobile number linked to the account. It isn't even a South African mobile number. This is clearly fraud and we hope that Paypal will make the correct decision and not protect fraudsters.

We still haven't heard anything back from Paypal after sending that email as requested.

The situation is now serious, how can we be expected to wait so long and have no money to live on after it has been fraudelently stolen??