Fraud Transaction of 1133.82 from my acocunt. It's Been 23 Days!!! Nothing Got Back.

[masad01]

Hello,

I would like to speak with higher-level management or a fraud specialist. It's a request.

My account was hacked on sep 6, 2024. And I reported to fiverr within 60 minutes when hacker hacked my account and took all of my earning and took cash advance aswell.

I did not request for my account to be shut down (it was a hacker, posing as me), I didn't have multiple accounts (the hacker closed my account saying that I was closing this one because I had multiple accounts), and I didn't make a withdrawal (it was sent to someone else's payoneer account right before my account was shut down).

Hacker did fraud withdraw of 1133.82$ from my fiverr id to his bank account.

I am discussing this issue with fiver from previous 22 days, but still they didn't recovered my amount.
Now I am contacting them, Now they are just doing ticket as marked as solved no response from CS anymore.

Thank You

@uk1000 @vickieito 

[vickieito]

On 9/27/2024 at 11:13 PM, masad01 said:

I am discussing this issue with fiver from previous 22 days, but still they didn't recovered my amount.
Now I am contacting them, Now they are just doing ticket as marked as solved no response from CS anymore.

@Lena, @milos_siena or @ana_tomy - I don't know if one of you already looked at this case, but this looks very similar to how I was shut down—a hacker posing as me requested to shut down my account (with the reason of "I have multiple accounts"), before withdrawing all my earnings to their PayPal account). Luckily, I was compensated for the earnings that was stolen. However, @masad01, for some reason, was not.

@masad01's earnings went to someone else's Payoneer account. There was also a cash advance taken out under his name (luckily, I've never had that feature.

Can one of you look at @masad01's ticket to see if it was properly investigated? Especially since he reported it all very quickly. Thanks in advance for all your help!

[Lena]

Hi @vickieito 

Long time no see! Hope you are doing well! 🙂 

Yes, we are familiar with @masad01's issue. His request was reviewed thoroughly multiple times by the relevant departments. The CS already provided assistance and answers to all the questions. The ticket is open so please maintain the communication with our Customer Support. Together, you will ultimately find a suitable solution. 

We appreciate your understanding. 

[uk1000]

28 minutes ago, Lena said:

The CS already provided assistance and answers to all the questions.

I thought they haven't yet reversed the fraudulent withdrawal/cancelled it or compensated for it after 22 days of the OP contacting them? Or provided the payee id that Payoneer is asking for to be able to do something about it (that I assume is the payee id related to the hacker's payoneer account?). I thought from the original post they've stopped responding.

If it takes much longer isn't it going to be harder/not possible to get the fraudulent transaction that was  sent to the hacker's Payoneer account reversed? Though if so, Fiverr could still compensate the OP for their 1133.82$ loss.

Does Fiverr store the Payee ID related to all withdrawals on their system (eg. when withdrawing to Payoneer), and if so, shouldn't they be able to supply that to the OP so they can give it to Payoneer to help cancel that payment to them?

Edited Wednesday at 12:38 PM by uk1000

[masad01]

Hello hope you are all well. Thank You for staying with me. @Lena Ticket is still open Because I open ticket again and again. But Now from CS support side they are closing ticket without any response. They doing ticked to marked as solved. it's been 3 days without any response from CS Support for my last message.

28 Days passed issue not resolved. Still nothing in my hands. 1133.82$ not received back into my account.

I said multiple times to CS Support if you need any information from my side my ID etc I will be there for you. But they are not going to help in this issue. Supervisor said we check that your id was not hacked I attached screenshot of fake order 540$ that hacker did before that order my maximum gig price was 40$ from previous few years maybe. They can check my history. I explained everything from my side and provided screenshots of everything.

I was like a ball playing by CS support and Payoneer. But still I am on hope maybe maybeeeeeee is there any way because that amount is huge for me.

I have alot of screenshots of emails CS support and everything regarding this case.

I think @Lena can only see ticket status open close just. Because I open ticket everytime when CS support close ticket without any response and Answer of my questions and I need resolution on this case. ( Simple Question again: Amount Vanished from ID? ) I need answer. Because I never got that amount in my account.

@vickieito @uk1000 

[uk1000]

From the Payoneer response that's attached, they say:

Quote

In order to know the status of your payments we need you to be able to contact Fiverr, and if you could send us the Payee ID of your Fiverr account linked to Payoneer. The Payee ID is an alphanumeric code that identifies the conection between your Funding Source (Fiverr) and your Payoneer Account.

I'm not sure that Payoneer are getting the fact that it's the Payoneer account of the hacker that the amount has gone into on 6th September (not yours). Payoneer could be told about that, and asked what else could be done, maybe ask what they can do if provided with the actual payee id of that transaction if provided with it by Fiverr/you (if Fiverr can give it).

Staff haven't answered my questions that I posted above yet, but if payee id is stored for every withdrawal Fiverr should be able to use that to help get it cancelled (eg. to inform Payoneer of it if that needs doing or tell you it so you can contact Payoneer about the fraud transaction and get it cancelled).

Maybe ask to speak to Fiverr's fraud department/escalate it to higher management at Fiverr. Including all relevant screenshots/facts when speaking to CS (but you probably already have).

Edited Friday at 08:50 AM by uk1000

[masad01]

@uk1000 I told them multiple time in these 30 days. I told them everything. I send them all emails from payoneer aswell. I mention them multiple time (I would like to speak with higher-level management or a fraud specialist. It's a request. ) & ( I would like to escalate this issue as I am not receiving the necessary assistance ) but they just closing tickets with no updates. They just doing marked as solved.

[smartdezigns]

@masad01 Have you tried to discuss your issue with Payoneer Live Chat Agent? Emailing them (to Payoneer) won't work well so better to try Live Chat option. It feels like that your account was hacked and you did not know that?

Secondly, if you keep creating tickets (Fiverr Support), then you won't be responded and your tickets will be marked as resolved. Be patient and wait for their response. 

[masad01]

@smartdezigns I didn't create multiple tickets. It's only single ticket and they closed everytime( maked as solved ). I contacted to payoneer again but not response from them also. Before that they said go to fiverr and fiverr said go to payoneer I did this multiple time go to fiverr and go to payoneer and share all the details with with CS support. But still nothing here.

Edited Friday at 04:50 PM by masad01

[smartdezigns]

1 minute ago, masad01 said:

I contacted to payoneer again but not response from them also.

Try contacting Payoneer Live Chat Agent again but on Monday at 11am as you're from Pakistan. 

Also, check to see that your Payoneer is attached with Fiverr or not. Open Payoneer account > Business networks tab > Companies you work with. 

[masad01]

@smartdezigns I contact live support before regarding issue already open they said your issue is still in progress.
Also I checked in companies you work with option there is no account mention. It's empty.

[smartdezigns]

6 hours ago, masad01 said:

Also I checked in companies you work with option there is no account mention. It's empty.

Yeah I thought so because someone hacked your account and added their payment details there. Keep in touch with Payoneer Team. Hopefully they will resolve it for you. Good Luck

[masad01]

Hope for the waiting, Still no response from anywhere. Thank You for staying with me.

[vickieito]

23 hours ago, masad01 said:

Before that they said go to fiverr and fiverr said go to payoneer I did this multiple time go to fiverr and go to payoneer and share all the details with with CS support. But still nothing here.

I've had that happen to me as well, @masad01.

@uk1000's and @smartdezigns's suggestions are very good - I had to repeatedly tell Fiverr (or Payoneer) whose issue it was when they tried to pass the blame. Also, Payoneer's Live Chat is really the only way to resolve issues. I haven't been successful when I try to contact them any other way.