Appalling security and customer service on eBay going around in circles.

Unhappy with my new iPhone 4 I want to go back to my HTC Desire. Only problem is I am now on a micro SIM so need a converter to go back to a standard SIM. No problem I will just jump on eBay and get one.

Lets sign in.. (User Account ID has been changed for privacy reasons)

And I use a Verisign token, two factor authentication for added security. (I press the button and enter the code)

Maybe I typed it in wrong?

Definitely got it right this time I triple checked.

Ok what now? I have not lost it and it is not damaged. Lets try "I forgot my security Key"

Bit strange but ok fair enough it wants me to login.

I just told you I do not have my security token!!!!! 

You were supposed to call me at the phone number on file for my account!

I then search the website to try and find a way to contact eBay (This is no easy task)

I then decide to give Live Help a go (BIG Mistake)

This just fills me with confidence.

Live Help was... well... less then helpful.... 

They even asked me to click a link!!! I was appalled!

Below is the transcript:

Session ID: 4328035

13:29:47 JohnPayneEbayAcc Initial Question/Comment: AU Activation 13:29:53 System Thank you for contacting eBay Australia Live Help! Please hold for the next available Live Help representative. 13:29:53 System Navi P. has joined this session! 13:29:53 System Connected with Navi P. 13:30:02 Navi P. Thank you for waiting and welcome to eBay Live Help. My name is Navi. May I have your full name and User ID please? 13:30:23 JohnPayneEbayAcc FN: John Payne 13:30:29 JohnPayneEbayAcc UID: JohnPayneEbayAcc 13:30:43 Navi P. Hi John, how are you and how may I help you? 13:30:52 JohnPayneEbayAcc Hi I am unable to login 13:31:19 JohnPayneEbayAcc I have NOT lost my security dongle 13:31:36 JohnPayneEbayAcc when I enter the 6 digit key it says its is wrong 13:32:13 Navi P. May I ask, do you know your user ID and password? 13:32:34 JohnPayneEbayAcc I do 13:33:20 Navi P. If I got you right, you can't access in your MY eBay account, is that correct? 13:33:32 JohnPayneEbayAcc correct 13:33:53 Navi P. Before we proceed, is there anything else that I can help you with? 13:34:01 JohnPayneEbayAcc I can not login I get stuck on the verisign security token page 13:34:13 JohnPayneEbayAcc no just this problem 13:34:23 Navi P. Okay John. 13:35:28 Navi P. When your done providing your User ID and password what does it say? 13:35:51 JohnPayneEbayAcc Press the button on your security key and enter your six digit code below. Enter your six-digit security code 13:36:54 JohnPayneEbayAcc and then I enter the 6 digit code 13:37:03 JohnPayneEbayAcc then I get "Your security code is incorrect. Please try again." 13:37:58 Navi P. How may times did you try entering the security code? 13:38:12 JohnPayneEbayAcc 3 or 4 now 13:39:38 Navi P. I see. 13:40:58 JohnPayneEbayAcc so what now? 13:41:03 Navi P. Security code will only pop out if you entered a wrong User ID or password. 13:41:20 JohnPayneEbayAcc no 13:42:02 JohnPayneEbayAcc If I enter wrong user ID or password I get "Your user ID or password is incorrect." 13:42:05 Navi P. When you log in to your account does it have an error? 13:42:30 JohnPayneEbayAcc if I enret the correct user ID and correct password then I get the Security Code prompt 13:42:49 JohnPayneEbayAcc Navi P. When you log in to your account does it have an error? = I can not log in 13:43:43 Navi P. May I ask, can you try logging in again and let me know if it has an error. 13:45:06 JohnPayneEbayAcc Ok I will try again 13:45:15 JohnPayneEbayAcc same problem "Your security code is incorrect. Please try again." 13:46:03 Navi P. I will push you the link and try logging in again. 13:46:25 JohnPayneEbayAcc ok 13:46:28 Navi P. Okay? 13:46:33 Navi P. Navi P. pushes page, https://signin.ebay.com.au/ws/eBayISAPI.dll?SignIn 13:48:02 JohnPayneEbayAcc same error 13:48:06 JohnPayneEbayAcc nothing changed 13:48:21 JohnPayneEbayAcc "Your security code is incorrect. Please try again." 13:49:08 Navi P. Can you please copy paste the error message here so I can check out the error code. 13:49:31 JohnPayneEbayAcc I just did 13:49:35 JohnPayneEbayAcc "Your security code is incorrect. Please try again." 13:51:33 Navi P. For security purposes, may I ask for your phone number and physical address please? 13:53:50 JohnPayneEbayAcc I do not know how secure I feel giving you that information, whats next my password? 13:54:43 Navi P. But I need to verify you in order to check your account. 13:55:25 JohnPayneEbayAcc I think my Verisign token has become out of sync is there any instruction on how to resync it? 13:56:20 JohnPayneEbayAcc I have tried clicking on the " I forgot my security key" 13:57:00 JohnPayneEbayAcc can you call me on the phone number on record? 13:57:27 Navi P. I'm so sorry but we don't have any phone support as of the moment. 13:57:48 Navi P. Let me verify you so we can sort things together. 13:58:08 JohnPayneEbayAcc but it says "eBay customer support will call you at the phone number on file for your account. You'll receive a personal identification number (PIN) to access your temporary six-digit security code." 13:58:09 Navi P. I just need your phone number and physical address for security purposes. 13:58:36 JohnPayneEbayAcc from this url https://signin.ebay.com.au/ws/eBayISAPI.dll?LostOrForgottenToken 13:58:57 JohnPayneEbayAcc why is this not working? 13:59:17 JohnPayneEbayAcc it clearly says I will get a phone call on the number on file 13:59:28 Navi P. May I ask, what browser are you using? 13:59:53 JohnPayneEbayAcc IE 13:59:58 JohnPayneEbayAcc i think 14:00:18 Navi P. Can you try using Mozilla Firefox. 14:02:02 JohnPayneEbayAcc yes 14:02:09 JohnPayneEbayAcc now I get "error You have encountered an internal error. Please try again later." 14:03:18 Navi P. Can you just let me verify so I can help you how to sort things out. 14:03:33 Navi P. Don't worry I'm here to help you. 14:03:53 Navi P. My job is to help valued customers just like you. 14:03:58 JohnPayneEbayAcc I am very concerned 14:04:09 JohnPayneEbayAcc on the website it says 14:04:27 JohnPayneEbayAcc on the official website it says "eBay customer support will call you at the phone number on file for your account. You'll receive a personal identification number (PIN) to access your temporary six-digit security code." 14:04:44 JohnPayneEbayAcc something is not righ here 14:04:46 Navi P. I understand that but in order to proceed I need to have your phone number and physical address so I can verify it. 14:05:07 JohnPayneEbayAcc why is someone not calling me? 14:05:25 JohnPayneEbayAcc with the number that is on file 14:05:38 Navi P. I know and I'm willing to help you with that but I would need your phone number and physical address first before proceeding. 14:06:19 JohnPayneEbayAcc I am appalled at ebay security first you send me a link to click on (very bad practice) 14:06:28 JohnPayneEbayAcc and then ask for personal information 14:07:18 Navi P. Did you try contacting that number? 14:07:29 JohnPayneEbayAcc what number? 14:08:38 Navi P. I really want to help you but in order for us to proceed I will need your phone number and physical address. 14:09:59 JohnPayneEbayAcc call me your website say "eBay customer support will call you at the phone number on file for your account. You'll receive a personal identification number (PIN) to access your temporary six-digit security code." 14:10:07 JohnPayneEbayAcc why does it say that if it is not true? 14:10:27 JohnPayneEbayAcc read it for yuourself 14:10:34 JohnPayneEbayAcc https://signin.ebay.com.au/ws/eBayISAPI.dll?LostOrForgottenToken 14:10:47 Navi P. That means you just have to wait for there call so that they can help you. 14:11:01 JohnPayneEbayAcc that is fine I can wait 14:11:13 Navi P. I understand that. 14:11:28 Navi P. Okay. 14:12:08 Navi P. So you wont allow me to verify so you will get this done now? 14:12:33 Navi P. I understand that you prefer to wait for there call. 14:13:02 JohnPayneEbayAcc I want soeone to call me or sms me on the number "ebay" has on file 14:13:17 Navi P. I understand that. 14:13:21 JohnPayneEbayAcc or send me a letter to my residential address that "ebay" has on file 14:13:41 Navi P. Just wait for there call and I will inform them about that. 14:14:11 JohnPayneEbayAcc for me to provide personal information is appalling security practice 14:14:39 JohnPayneEbayAcc very unhappy 14:15:23 Navi P. I understand that and I'm really sorry I'm just doing my job as a representative to help a valued customer. 14:15:56 JohnPayneEbayAcc you have my ebay ID and my name 14:15:57 Navi P. And we would need your security purposes to verify it since your having problems with your account. 14:16:34 Navi P. Yes I do but we will need your phone number and physical address since you are having problems logging in your account. 14:19:11 JohnPayneEbayAcc this is no help I will try twitter 14:20:03 Navi P. I know because there's something wrong in your account and in order for me to help you I would need to verify you. 14:21:58 JohnPayneEbayAcc I have already verified account bank etc and confirmed mobile phone via sms it is all on record 14:22:18 JohnPayneEbayAcc now I need you to verify yourself by contacting me with the details on record 14:23:24 Navi P. I understand that but I really need your phone number and physical address. You can trust me. 14:23:58 Navi P. I' am not here to disappoint you but I'm here to help you. 14:26:05 JohnPayneEbayAcc you have been less then helpfull. 14:27:57 Navi P. I can assure you the security of your personal information. 14:28:17 Navi P. I'm just verifying you just to make sure that I'm speaking with the correct account holder. 14:28:33 Navi P. This is to ensure the security of your account. 14:28:40 JohnPayneEbayAcc you are asking my to compromise my security 14:29:37 Navi P. I understand that you don't really want to give out your information. 14:30:02 Navi P. You can go to your PayPal activation page. 14:30:08 JohnPayneEbayAcc you can verify by contacting JohnPayneEbayAcc with the details on file. <-- this way you prove to me you are from ebay and at the same time verify my identity 14:30:43 JohnPayneEbayAcc the fact that you will not do thsi is very suspiscious 14:31:13 JohnPayneEbayAcc feels like a scam trying to steal my details 14:32:07 Navi P. I' am here to help you and not to mess your account. 14:34:48 JohnPayneEbayAcc this is going nowhere. I will seek other channels to get help. 14:35:05 JohnPayneEbayAcc goodbye 14:35:47 Navi P. I understand that. I'm just helping you how to sort out things.

I decided to send @eBay a message on twitter.. I am not expecting much.

"@eBay I can not login. eBay live chat is 0 help.https://signin.ebay.com.au/ws/eBayISAPI.dll?LostOrForgottenTokenis not working as stated."

to be continued.................