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Account restrictions from funds that were never received
Hello, I am having trouble with an issue regarding my account. In January of this year an item I had for sale was purchased. This happened at a time when there were serious problems happening with family members and a lot of things went unnoticed. The buyer purchased the item and paid on Jan 10th. According to the message ebay claims to have released the funds to our account on Jan 12th. We did not even know the transaction had happened until 2-3 months later. With no item arriving nor any reply to their messages, the buyer filed a claim and the money was returned to them at the end of January.
Here is the essential problem we are having. Although ebay claims the funds were released on Jan 12th, no funds were ever deposited into the account. The statement of that account shows it was pending but it timed out after a few days and no money ever made it to our account. Based on the messages from ebay, we are now in the hole for $56.99. I have been a member of ebay since 1999 so I am very welll acquanted with their processes and procedures as they have evolved over the past 25 years. My questions are these; First, in previous transactions the funds were not released to us until proof of shipping was added to the listing. Why was this not the case in this instance? Second, Why would ebay want to collect $56.99 from us when they allegedly only released $48.61 to us? (seems like they would be double-dipping on fees) Third, we were told that the matter has been turned over to a collection agency and we must work with them to resolve the matter. Their stance seems to be "there must have been a legitimate debt or else it would not have been submitted to us". We never received this money from ebay and the only thing we have to prove this negative is the bank statement from that time.
I would really appreciate any help or advice on how to get this problem resolved or possibly some way to escalate it to an actual person with the capacity to help us. Thank You.
