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eBay trying to charge me for 2 ½ years shop subscription after they said it was cancelled
Summary: bmtreble described a situation with their eBay business account where they were asked to submit documents for account verification. Due to personal circumstances, they delayed but eventually resubmitted their ID, which was accepted. They received confirmation that the restriction was lifted, yet eBay started charging for the shop subscription from a period when the account was restricted. Despite efforts to resolve this over phone and chat, including a misunderstanding with an agent regarding subscription cancellation, the issue remains unresolved as they await further communication from eBay.
I received the email below in November 2023 for my business account. I submitted my documents very soon after but they weren't accepted and they wanted a certificate of incorporation (from memory). I called them soon after and spoke to a nice person who just said I should submit them again but put in a note that I was a sole trader and not a registered business. My father had a bad accident soon after that and I spent a lot of time away helping with his care and just let this slip thinking I would pick up again when I had time to start dealing with selling. In the meantime my listings and shop were removed and eBay stopped taking my direct debit from the account which made sense as they said my shop subscription would be cancelled and I couldn't sell until I had provided the document.
I am now in the right place again and resumitted my ID which was accepted and I received an email to say "We're happy to inform you that eBay's compliance department has reviewed the information you provided and removed the restriction on your account. You may now buy and sell items on the site. If you had any subscriptions on your account, you will need to re-subscribe to those services."
The problem is they are now charging me the shop subscription charges from December 23 to June 26, my bank has already rejected the payment once due to lack of funds and I am hoping that happens again. I the meantime, I cannot get through the AI on the phone to speak to an actual person. I have just spent about 2 hours in the chat today (not my first attempt) and after getting through to what may have been a real person (I am not totally sure) and uploading a screenshot of the message copied below the agent says "After checking the details I can see that it does not explicitly state that the subscription is cancelled." I thought their sentence in November "Any subscriptions you have are canceled, and you will have to reapply for them after the restriction has been removed.' was explicitly clear so I don't understand why the agent says it isn't. The agent says they will file for escalation of my 'query' but that is subject to approval and they will email me in 48-72 hours. I already submitted an enquiry back on 26 August (under the hard of hearing/sight function) and it said they should respond within 48 hours but they never did.
Has anyone had a similar situation or know how to deal with this - or am I misunderstanding something?
Thanks
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Email received from eBay November 2023 - relevant parts in bold
We understand this may be inconvenient, but we have identified a possible discrepancy with the information provided at registration and need your assistance. Until we are able to resolve this matter, your account will remain restricted and you will be unable to buy/sell items or engage in member-to-member communication.
To help remove the restriction on your account, please provide proof of your current location by submitting one of the following:
- Recent utility bill (gas, water, electric);
- Recent cable or Internet bill; or
- Recent bank or credit card statement.
Go to the following Secured eBay link to upload your documents:
https://ocswf.ebay.co.uk/mudcwf?deptName=GSS.
Here are some things to keep in mind:
- Please make sure that your submitted documents are current, valid, readable, and unaltered.
- Your name should be visible and match your current eBay account registration information (name and address).
- Please note it may take up to 3 business days to review your information.
- Any subscriptions you have are canceled, and you will have to reapply for them after the restriction has been removed.
- Do not make any changes to your account until this matter is resolved.
Thank you for your cooperation in resolving this matter as quickly as possible.
Thanks,
eBay
bmtreble
OP2 weeks agoJust to add the chat agent has the multicoloured star all the way through so does that mean it was a more advanced AI agent? thanks