|First thing I would do is suggest to her that she checks for spyware and Trojans. |
You say the message came out of the blue?
Message probably would of raised red flags if it said
"system needs to update, please enter Ebay name and password and your SS#."
From your post I think it was a third party program trying to gain access. and if so they got 17 instead of the max 14 letters.
When you changed the passwords did it show up?
She is lucky to have a neighbor who can work through the password reset problem.