My Account was Hacked | Fiverr Customer Support not helping | $1133 taken by hacker

[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 October 4 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

[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.

[masad01]

@vickieito Thank you I will contact back with payoneer on monday.
Here I was checking there terms and conditions for withdraw. Kindly read this. @uk1000 @Lena

How this is possible hacker took everything within 30 to 60 minutes. If hacker change method and attach his own account Hacker needs to wait atleast 24 hours to withdraw. But he did everything within 60 minutes. I reported fiverr regarding this fraud within 60 minutes. But CS support has nothing to do except closing ticket without solving my case.

[uk1000]

15 hours ago, masad01 said:

How this is possible hacker took everything within 30 to 60 minutes. If hacker change method and attach his own account Hacker needs to wait atleast 24 hours to withdraw. But he did everything within 60 minutes.

I agree. It shouldn't have been possible. It might some sort of error/bug in the system that it allowed them to do that.

It also mentions it here: https://help.fiverr.com/hc/en-us/articles/360010530278-Payout-methods

Quote

Note: If you completed any of the following in the last 24 hours, you will need to wait until 24 hours have passed before being able to complete a new withdrawal: 

• Withdrew your funds
• Phone verified as a new number
• Added a new withdrawal method 
• Changed your withdrawal method

unless the system thinks the payout method is "payoneer" and it was still payoneer after they changed to a different payoneer account. Though it shouldn't work like that as it's still a significant change. Keep a note of this from the help pages in case you need to take things further. I don't know how you knew the exact time of the hack though - did you see notifications about things on Fiverr (like the fake order and cancellation of it, then of withdrawal method change, cash advance and withdrawal)?

If you haven't already, ask customer support about that. Hopefully Fiverr staff there and/or here will give an accurate answer about that.

Edited October 7 by uk1000

[masad01]

@uk1000 Fiverr Customer support not replying me with any response, they are just doing ticket marked as solved without any of my question answers.
And I didn't get any of mail / message through fiverr side regarding this withdraw or change withdraw method. And I report them within in 60 hours because mostly I am online on fiverr when My orders was in queue and stay mostly online on fiverr because It shows online status to others to keep in touch with clints as soon as possible. And that time when hacker did this I was not on my desktop and this happend. But If stay offline for the whole day even but this should not be on me / like this is not my fault. They handle everything regarding withdraw system etc. I am not the person is going to check his withdraw method everyday. When I withdraw funds I only go to withdraw method section.

I don't know but CS Support doing nothing and this is really disappoint. I open ticket everytime until I will get resolution on this.

[masad01]

Hello,

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.

In fiverr's terms and condition. if we change withdraw method, then we need to wait 24 hours to do any withdraw. But in my case hacker did everything within 60 minutes.


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 33 days, but still they didn't recovered my amount.
From previous some days I am not getting any replies from fiver CS, They just do Ticket market as solved every time without any reply.

I am asking them I need resolution on this where did this amount goes? I never got that amount. And they are speechless with no replies.
check some screenshots of my chat with them with no replies.

8 days ago, 7 days ago, 4 days ago, 4 days ago, 2 days ago. they just do click on marked as solved.
@uk1000 @Lena

[uk1000]

You could continue trying with Fiverr customer support.

Maybe also try searching for free and low cost legal aid in Pakistan if you aren't getting anywhere with Fiverr support.

If you haven't reported the crime to the right place yet you could report the crime and see if that helps.

Continue trying with Payonee r. Did you try their live help chat option yet and if so did that help?

Edited October 9 by uk1000

[masad01]

3 hours ago, uk1000 said:

You could continue trying with Fiverr customer support.

Maybe also try searching for free and low cost legal aid in Pakistan if you aren't getting anywhere with Fiverr support.

If you haven't reported the crime to the right place yet you could report the crime and see if that helps.

Continue trying with Payonee r. Did you try their live help chat option yet and if so did that help?

Yes, I tried with them again. The reference no. already open there. I chat with live person they said this is case is handling internally as soon as they do something they will let me know. Status still shows under review from previous some days.

[smartdezigns]

32 minutes ago, masad01 said:

Status still shows under review from previous some days.

Give them some time so that they can investigate your case properly. Hope for the best. Get your issue resolved by Payoneer first then sort it out with Fiverr Support.

[masad01]

Yes, I am giving them time now. But I want to keep ticket open I don't know in the end what will happened. Because time is already to much lost. I am in fear after that everything they will say now too much time passed etc. Just hope for the best.

[masad01]

My account was hacked on Sep 6, 2024. But Fiverr CS not resolving my issue. I did try everything but now they are not even replying me. Payoneer required details etc. But Nothing I can get from the fiverr support they just marked as solved ticket all the time. It's been 43+ days. This is how fiverr system works who got hacked. Fiverr security is totally zero. I am still trying to get my funds that was $1100+. I provided everything, every Information from payoneer emails etc.

@uk1000

Edited October 22 by masad01

[uk1000]

If you ask and tag staff on the forum they might help. They can look into your account and should be able to see the transactions.

Hopefully staff on the forum can tell you the Transaction Id (related to Payoneer, the fraud one) if Payoneer need that, and ideally the Payee Id if Payoneer still need that. If Fiverr staff can load the transaction they should be able to easily get both of those and tell you them.

Edited October 22 by uk1000

[masad01]

Its been 55+ days, My account was hacked on Sep 6, 2024. I got my ID back, but Fiver Customer Support not helping in any case to get my amount $1133+ back. Bad Experience Overall with fiverr support regarding this hacked issue. Fiverr Security is zero in this case and know nothing about this issue. I am on fiverr since 2021. And eligible to top rated seller.

[mrubaid820]

3 hours ago, masad01 said:

Its been 55+ days, My account was hacked on Sep 6, 2024. I got my ID back, but Fiver Customer Support not helping in any case to get my amount $1133+ back. Bad Experience Overall with fiverr support regarding this hacked issue. Fiverr Security is zero in this case and know nothing about this issue. I am on fiverr since 2021. And eligible to top rated seller.

To be honest, many sellers' accounts were hacked on Fiverr, but after a thorough investigation, Fiverr returned their funds.

Can you explain in detail what actually happened? There are many senior members and Fiverr staff here who can help you. As you mentioned, if you explain hastily, no one will understand.

Could you please provide a comprehensive and clear explanation of the events that unfolded? Sharing a detailed post, using simple language, would greatly help clarify the situation for everyone involved.

[masad01]

Hello everyone, My account got hacked on Sep 6th, 2024. And I report this issue witihin 60 minutes to fiverr. They took about a week and after that they said go to payoneer Even I reported payoneer earlier because of there Fiverr Slow reply. After a Week Fiver Customer support said go to payoneer and ask them regarding this issue. Payoneer asked details like payee etc. But Fiverr didn't provide me. After that Fiverr provide me transaction id I reported back to payoneer. Payoneer again said go to fiverr because this issuse not occur from our side etc. They both doing nothing. I am attaching screenshots of payoneer email and I send this email to fiverr customer support again they said we can't do anything regarding this. Fiverr Customer Support not helping in any case. I am seller on fiver since Jan 2021. And eligible to top rated seller.
My earning withdraw from hacker to his own account when he hacked my fiverr id.
Payoneer reply after long time because issue was escalated there aswell. Today I got reply and send to fiverr.
 

 

Fiver Customer support reply here: They are not helping.

Really disappointment from fiverr and payoneer both sides.
Fiverr Forum aslo deleted all of my posts that I did here in forum.

@uk1000 @Lena

[Lena]

Hello @masad01 

We understand this may be disappointing for you. But as you probably know, here on the Forum, we are not able to provide answers to all Fiverr account-specific questions. We regret to inform you that there is nothing we can do in this situation. We understand your position, but regrettably, our ability to assist is limited. Your issue was reviewed thoroughly multiple times and responded to. 

We appreciate your understanding. 

[masad01]

Hello, No one is helping in this case I contacted both fiverr customer support and p'ayoneer multiple times. Fiverr said go to p'ayoneer and P'ayoneer said go to fiverr. This is the circle.

[ovi_web313]

First of all the full issue is not clear and what happened with you in details. And I think nobody can't help you here, cause the dollars are gone so it is hard to recover. But I wish someone will help you who faced that issue.

[imagination7413]

Please. Stop. Making. New. Threads!!

Opening multiple threads for the same topic is not permitted. In the case of changes or updates in a situation, it’s doubly important, so that people can see what advice you’ve already been given and/or what steps you’ve already taken.

You have been told time and time again that Support is NOT in the forums.