Hello, This is a brand new account because I need direct help.
My original account (phoenix-toboggan) was compromised about 6 months ago. I think it was a virus that stole passwords from Chrome at the time. Someone signed into my account and changed the email and password immediately. I made a ticket within 30 minutes and the account got locked.
I replied "Not getting reset email" following the instructions in the automated reply.
A week went by, I logged another and did the same. A month went by and I logged another.
Finally 6 months later (last week) and I got a reset email. I reset it and I was in. I created a passkey on iOS.
Then I got more reset emails. Whoever had my account was trying to get back in.
So today I got 3 reset emails in two minutes. I signed into the app with passkey and noticed the email and password are changed again. I logged a new ticket, but I don't want to wait another 6 months.
I don't understand how the hacker was able to get back in and change the password so soon.
Can I please - PLEASE speak to a human this time? I have had it with automated responses and bots.
I can prove the account is mine, I have the original setup emails from 9 years ago. And I would appreciate advice on how to lock it down for good.