My active Etsy account has been hacked and I can't access it. Urgent help needed.

[#1]

Hi There, 
I am deperately hoping that somebody can assist me in removing hackers from my account and regaining my access. With every passing hour myself, and unknowing customers are being stolen from. 
My login email address was compromised on 6th Jan, I received an email from Google telling me so. Within a couple of hours I received numerous 2FA texts and upon logging into Etsy the next day, I could see the banking details for receiving payments had been changed, and was awaiting the two small denomination credits to be confirmed. 
I instantly emailed Etsy support and got a reply within around 12 hours acknowledging the issue and asking for verification details, but unfortantely that was overnight for me and by the time I got to my desk the next morning, the hacker had replied before me, confirming the verification details, but as these are all easily accessble within the settings - last 4 digits of bank account, last deposit made, it's really not an accurate verification at all?
What followed then was a ridiculous chain of me saying HE was the hacker, and him saying I WAS the hacker, before finally my password was changed and I was removed from the account. 
So ultimately the hackers have been given my business account with NO ID verification. I do not understand how this been allowed to happen with 2FA on and so far my new Help Request Log has been unanswered for 22 hours, with every passing hour being allowed to let fraudulant sales happen, and my personal, security and banking details at risk. My finances, security and reputation are at high risk every hour this goes unassisted.
I have reported the situation to Australian Cyber Support Centre, the WA Police, and ID Care. 
It's imperitive I regain access, and remove the hackers from my account immediately and urgently request some support from Etsy Tech in helping me fix this. 
Can anybody, PLEASE, help me? 
Warmest, 

[Jewels2at]

@ManifestOnTheMoveAU  If you want to send they Etsy person that posted here... you can do the @ with the name after it.

Example: 

@ModMatt  can you help @ManifestOnTheMoveAU  she is still having issues.

[ManifestOnTheMoveAU]

As an update to others experiencing this, I am now 7 days with no contact whatsoever. 
I have tried the following ways to commincate with Etsy; 
- Email
- Live Chat (had a 20 minute back and forth with a ChatBot that said it would be escalated. That was 3 days ago.)
- Multiple call back requests. No calls received. 
- Chain within my account under Help Support - I've added almost 20 new pieces of information in here. No replies. 
- Instagram post/tags/message. 
- Facebook post/tags/message.
- Twitter post/tags/message.
- Here within the Community Forum with replies to the moderators. 

I am at an absolute loss. 

I have now filed a report with the Better Business Bureau and advised Etsy that's where I'm at. 

This is their slogan on the home page as way to recruit new sellers:
"Your privacy is the highest priority of our dedicated team. And if you ever need assistance, we are always ready to step in for support." 
How can they promise that to us? And be nowhere to be seen when desperate help is needed. 
I've now lost a week of income. I'm not a hobby seller I do this for a living! Thankfully I don't have all my eggs in the Etsy basket, but I can't imagine the stress I'd be under now if I did, like I'm sure thousands of people are. 

Thank you fellow posters for your support. I hope I can update you with some good news soon. 

[CryzalisDesigns]

This really is an outrageous situation. 

please @nta58flx9piiejnb @HerrMoostache anyone!

someone help, this really is beyond words 

[ManifestOnTheMoveAU]

Hi All, 
A quick update for those that were interested in this and offering help. Within around 4 hours of lodging a report with the Better Business Bureau and attaching it in an email to Etsy, I got my first reply in 8 days. 8 DAYS. It took a further 4 days for the account to be handed back to me. 
Which you'd think would be worth celebrating about right!? Unfortunately, the hackers bank details are still locked in as the payout details, with the change/edit/delete button thats normally there nowhere to be found. 
I have now been asking the same customer service rep who helped me get my account back, to get these bank details removed so I can put mine back in and reopen my business, and guess what.. 5 days no contact. 
So whilst I might have a business back, it's one I can't do anything with. I am now going into my third week with no Etsy income. 
What a mess. 

[CryzalisDesigns]

This is seriously shocking, they should have removed the hackers account the minute they were informed that the account was hacked!

3 weeks! 

[LittleGemsJewells]

This is exactly what sickens me the most about these cases and how etsy deals with them. Etsy is well aware of the mental and emotional stress sellers endure while this is going on yet they still fail to take appropriate action and deny any liability.

I'm so sorry  for what the OP is going through three weeks later and you still have not got your business back that is shameful and disgusting.

[Former_Member]

My account has been hacked too and I am finding it difficult to get Etsy to help. I am fortunate to be bale to get into the account but the hackers have set up 2 factor authorization so I can't make some changes. I am trying to delete the shop but the hackers caused fees so now I have to wait for Etsy to clear the fees so I can delete the account. I send a message to help and the hacker sends a message saying I don't need help anymore. I am so frustrated with Etsy having no real help in place for this kind of situation. Even this reply might get messed with by the hackers... it makes me cautious of ever using Etsy again.