Please Help With Managed Payment Issue

[poppystop]

I'm a little individual seller who has been on and off ebay since 1999 (current account since 2015), with no account issues. I received notices from ebay in May or June that if I didn't switch to managed payment, my account would be frozen. So, I did. Everything was fine, nothing on my end changed. All bank account and cc information is the same. June, July and August payments deposited to my bank account with zero problems. In September, ebay withdrew fees from my account to pay the seller fees and also auto-deducted fees for shipping. After a few weeks of wondering where my money was, I contacted ebay and was told there was suspicious activity on the account so if I wanted the money to deposit to my account I needed to send a photocopy front and back of my DL and same with my bank statement! I asked what was suspicious and was then told the account was flagged and transferred me to an "agent" who would further assist me. That agent sent an email asking for PROOF of ownership of items sold. The next agent told me no, it was a misunderstanding about proof of ownership and the documents required are clear photocopies of DL and bank statement. Not one agent (10 so far) can give me a specific answer why the account was suspicious and flagged, only that if I want my money, send documents. When I stated that the account was previously verified, as well as the bank account and cc, the response was ebay doesn't retain documents so you need to resend the information. Again, the account has a stellar rating, has previously been verified and the last straw was an email signed by "Twinkle" with a link to send my documents. Mind you, the English and grammar in the emails is not very good and one of the agents talked to on the phone had kids yelling in the background. When I called her on it, she transferred me to someone else and then that call disconnected. It certainly feels like maybe there is a scam within ebay's system or there is a glitch that they refuse to look into. Thank you for reading and hopefully someone can point me toward the elusive fraud department to get this sorted out. One thing for sure, I will NOT be sending any documents to ebay, especially since they somehow "lost" the previous verified status. Below is the "meat" of the email from Twinkle. Once you are on the page, please upload all your documents and a relevant department would revert back to you within 3 - 5 business days. Please do not worry and be assured that we will certainly make sure that we will reach out to you once we have the relevant answer. Please Note: The documents you need to upload are given below: 1: Government issued Identity proof like (Passport, Driving License) 2: Bank statement ( should not be more than 3 months) (note): While uploading the documents please make sure that it should be: 1: colored, clearly visible. 2: all four sides of the uploaded documents should be visible 3: the documents should not be expired I request you to kindly wait for the time mentioned above. Please be assured your all information is safe and secure with us. In case, if you require any further assistance or clarification for any other concern apart from this, please feel free to contact us again here on the email customer support or you can also contact us by initiating a new chat session; our Live Chat is available 7 days a week. I wish that when you join us, we are connected again so that I get the opportunity to assist you. Kind Regards Twinkle, eBay Payments Team

[chapeau-noir]

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@mam98031 wrote:

@chapeau-noir 

How did you find their listings?  When I use the advanced search for sellers, it returns nothing.

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@mam98031  I went through feedback.

[mam98031]

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@chapeau-noir wrote:

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@mam98031 wrote:

@chapeau-noir 

How did you find their listings?  When I use the advanced search for sellers, it returns nothing.

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@mam98031  I went through feedback.

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Oh, I assumed that the problem seeing posters FB was affecting everyone, I didn't know it was only affecting some of us.  Well I wish I was as SPECIAL as you, LOL.  🤣

@chapeau-noir 

[mam98031]

@poppystop 

As I am sure you know, Ebay is a huge site.  Since they have been onboarding almost 19 million sellers into MP in the last 14 months, they don't always get to verifying information the moment they get it submitted by the buyers when registering for MP.  So some problems do show up a bit later.  However yours seem to have something to do with what you were selling.

This jewelry you were selling.  Was any of it brand named?  How much were you selling it for?

[poppystop]

Hi mam98031,

The problem is NOT what I sell.  Proof of ownership was one of the excuses an agent used to try and get me to send the photocopies. 

The next agent contacted after that claim stated the previous agent was mistaken, there is no suspicious activity regarding what I sell.

That leaves the suspicious activity on the financial side of the account. 

Each time I ask what the specific activity is and how my account was compromised...all I get is this response: "send clear color photocopies of DL and bank statement...

Not one agent can state what specifically was "suspicious."

Note: agent could tell me nothing suspicious with what I sell but can't tell what is actually suspicious?

The problem is the account WAS verified and working properly for months in the MP system and then all the sudden halted. 

They had no problems withdrawing money to pay shipping and seller fees, but all the sudden there is a problem when it comes to releasing the money to the bank account? 

And, the jewelry and such I sell is vintage of all flavors.  No big brand names or new with tags, but then again, it's not what I sell, it's the sudden "you're account has suspicious activity and you need to send clear photocopies of your DL and bank statements, front and back" of the account ploy.  Again, this account is five years old and WAS verified and working properly in MP.

[buyselljack2016]

@poppystop 

Many sellers have been required to  re-verify..............  for whatever reasons.

Uploading a photo of the bank statement should be done blacking out any sensitive information such a $$ in account, where transfer to, where from.............   

Should show you as the named account holder. The entire account number does not need to be shown. I believe, just the last 4 digits the way it appears on eBay.

[mam98031]

Deducting your shipping charges has nothing to do with anything really.  That is deducted from the Available money in your MP account.

There is no way of knowing which agent is correct.  I realize you believe one more than the other, but that isn't necessary the facts.  Heck they could both be wrong.

The best thing for you to do is submit the information they have required.  Wait about 4-5 days and if your account has not been released, start calling on a daily basis to get it fixed.  I know that is likely not what you want to hear, but this is a puzzling problem to get fixed many times.  There is no good vehicle in which to resolve this issue quickly.  Sorry.

[poppystop]

@Anonymous  Sad you are dealing with this also. 

To others...if there is NO issue with my account, why the freeze and demand for documents?  The emails are not consistent with answers. 

Ebay did NOT contact me with any issues, suspicions, concerns or flags on my account. ONLY AFTER I made the FIRST contact with e bay concerning the situation did an email response arrive. This was the agent transferred after the first agent was called out for having kids in the background. This agent kept me on hold for over five minutes and would check periodically to see if I was still there...then the call disconnected and this correspondence appeared in my email, both personal and e bay.

Would any of you send or resend full color documents front and back of sensitive personal information to this type of email with a link from an "official" e bay payments specialist? 

Hello, a pleasant day to you

https://ocsnext..ebay.com/ocs/mudcwf?deptName=USMemberResolution

Thanks,

eBay

Or, this one?

Also, I would like to inform you that eBay does not retain any kind of information of member, Hence we are requesting you again for the same.

Please refer to the message send on 10th Oct.

Thank you for your patience. For any further assistance please feel free to contact us. Stay safe and have a great day!

Kind Regards,
Mini M
eBay Managed Payments

Then there was the email containing this little blurb from a payments specialist:

"With regard to your account being flagged, let me assure you that there are no issues with your account."

Then, at the end of blurb were links to upload documents if I want ebay to release the money!

So, to repeat again, this account was VERIFIED and working PROPERLY for five years, with no changes to banking or name or address.  The account was opted into the MP system, verified and working PROPERLY for three months.  The ebay seller (me) had to contact ebay to ask what was wrong.  Ebay did not contact first!!!  AFTER this began, the ebay id was changed as well as all passwords and guess what...ALL communication from ebay has ceased!  Not one email has been answered since the changes! 

I have forwarded all the email correspondence to spoof@ebay and requested someone look into this situation.  But, at this point, my confidence and trust in ebay and it's employees is just about below zero.

I will update if ever there is a resolution to this matter. 

*will post this on the other conversation regarding this also.

Thank you to all for your input.  It's appreciated.

[mam98031]

@poppystop 

You should contact Ebay and ask what if any problem there is on your account.  And do it ONLY from the link below to ensure you are actually getting to Ebay CS.  As for an MP specialist.

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

[poppystop]

About 10 days ago had some free time and decided to try and resolve the issue.  Used the chat feature.  After at least 30 minutes of explanations and being left on hold while "information and answers" were gathered the chat agent said someone from the security department would send me an email in three days with the steps needed to resolve the issue.  Obviously did not happen.

Can anyone explain how to close this account?  I no longer want to deal with ebay at all as a buyer or seller and want my personal information deleted!   Ebay is not made for hobby sellers or buyers anymore, in my opinion.  Too many hoops, loops and potential security risks, combined with zero customer service! 

[mam98031]

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@poppystop wrote:

About 10 days ago had some free time and decided to try and resolve the issue.  Used the chat feature.  After at least 30 minutes of explanations and being left on hold while "information and answers" were gathered the chat agent said someone from the security department would send me an email in three days with the steps needed to resolve the issue.  Obviously did not happen.

Can anyone explain how to close this account?  I no longer want to deal with ebay at all as a buyer or seller and want my personal information deleted!   Ebay is not made for hobby sellers or buyers anymore, in my opinion.  Too many hoops, loops and potential security risks, combined with zero customer service! 

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This is a OLD thread.  You need to start a new one.  Give us the details of what your problem actually is and we likely can help you.  But we do need more information.

[kh-gary]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.