Paypal saying the unauthorised transactions are authorised

[JakeRoss05]

Woke up today this morning and checked my bank statement and realised that there was a payment on paypal for £169.99 that I never made and so I call my bank and they tell me to call paypal. I call paypal and while im calling I try to login on my computer and realise that my email and password have been changed and so when the lady picks up on the phone I tell her all of this and she doesnt seem to care and after a while however she reverts my account back to normal and I change the password and put on 2FA. However, as my phone number was used to verify the payment she said that it is legitimate and that text verification is highly secure, which it is know exactly for NOT being secure at all and I know rhis because I have had someone sim swap me before. So She then males a case about the payment and I feel relieved but still anxious as my account has just been breached but I get an email saying that the transactions were authorised. I try to look at the details for why but nothings there. This is ridiculous. They cant give me a reason why or let me appeal it. I also cant call customer service to talk about it again because it is closed and the robot that answers the phone first is broken and goes into a loop of asking me for the customer service one time code. Now I have to wait to call customer service, im busy and have things to do and im out of £169.99. Anyone have any advice? What should I do?

[kernowlass]

@JakeRoss05 

Could be that as the security of your phone is your responsibility and not Paypals that your claim was denied as paypal state....

https://www.paypal.com/uk/webapps/mpp/ua/useragreement-full?locale.x=en_GB#resolving

When we can’t compensate you...

We can show that the payment was made because you did not keep your account safe either intentionally or with gross negligence (for instance, you very carelessly chose to share your PayPal ID and/or password/PIN with someone else);

I guess keeping account safe would also mean keeping your phone and paypal app security safe.