I really need help from eBay

[to-486292]

I really need help from eBay.

My account has been suspended after I sold a phone I genuinely own. I have full proof of purchase, IMEI, postage and confirmed delivery with signature.

The item has been delivered, but my account is locked and £989 is being held. I am now without both the phone and the money.

I have tried contacting support multiple times and even called today but haven’t been able to get any real help or explanation.

This is extremely stressful, especially as it’s my child’s birthday and I was relying on this money.

I have done everything properly and in good faith. I just need someone to review my case and help resolve this.

I understand eBay’s right to apply account restrictions and payment holds under its terms. However, I am concerned that the way my case is being handled is not consistent with basic fairness and transparency.

Despite providing clear evidence of ownership, dispatch, and delivery, I have not been given any meaningful opportunity for my case to be reviewed or to submit documentation.

This lack of engagement and explanation is unreasonable and leaves me in a position where I have lost both the item and access to the funds.

I am simply asking for a proper, evidence-based review of this situation.

Please can someone from eBay urgently look into this and help resolve it.

[**peaseblossom**]

Contact ebay in the morning by requesting a callback on here:
https://www.ebay.co.uk/help/eua?id=5190

[to-486292]

Hi, thank you for your reply, I do appreciate you taking the time.

Just for context, I have already tried contacting eBay directly through multiple routes. I have sent several emails, used the contact forms, and also called them earlier today.

On the call, I explained everything in detail, including that I have full proof of ownership of the phone, IMEI details, EE documentation, proof of postage, and confirmed delivery with both photo and signature. Unfortunately, I was given a standard scripted response about the account being suspended for security reasons and the call was ended without any opportunity to provide my evidence or have the case properly reviewed.

Since then, I have continued to try through email and other contact methods, but I am still not being given any meaningful response or a way to submit my proof.

That is really the issue I am facing. It is not that I have not contacted them, it is that I am unable to get anyone to actually review the situation.

At the moment, I am left without the phone and without the funds, despite having done everything correctly and in good faith.

If you are aware of any way to get this properly escalated or reviewed by someone who can actually look at the evidence, I would be very grateful.

Thank you again for replying.

[**peaseblossom**]

Try the callback tomorrow.   Mornings are supposed to be the best time to try.   Some customer support staff are better than others so it's worth persevering.

The other thing to try is the community Q&A session we have on here every Wednesday afternoon, between 2 and 3pm.   You get to ask a question direct to a member of staff and they will try to help if they can.

eBay are notoriously slow in resolving this sort of issue but you will get there in the end.    Best of luck.

[roger_roger_over_and_nowt]

Is the account that's suspended now showing as "not a registered user" as i notice this account was only registered on the day you posted and has no sales history.

[to-486292]

Hi, thanks for coming back to me, I really appreciate you taking the time.

Just to clarify, the account I used to post here is a new account I created purely so I could ask for help on the forum, as I can no longer access my original account. I am more than happy to provide full details of my actual account if needed.

I have genuinely never experienced anything like this. I have worked in customer service for over 25 years within a UK government organisation and I am currently a senior leader dealing with complex complaints, so I completely understand processes, fraud prevention and security checks.

However, what I am struggling with is the complete lack of access to any meaningful review or conversation. Every route seems to lead back to scripted responses or links that do not allow me to present my evidence.

I have full proof of ownership, dispatch, and confirmed delivery, yet I have not been given any opportunity for that to even be looked at.

This is no longer just about the money. It is about the process. There appears to be no clear way to speak to someone who can actually review a case properly, and that is extremely concerning.

I can only imagine how difficult this would be for someone who relies on eBay as a source of income. Being left without access to funds or support, with no clear route to resolution, is not what I would expect from a platform of this size.

I am more than willing to provide any information needed, I just need someone to actually review it.

Thanks again for your help, I just hope someone from eBay is able to step in and look at this properly.

[roger_roger_over_and_nowt]

Did your buyer open any claim against you under Ebays MBG :- https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

[tressygirl]

All I can suggest is to contact Customer Services,  as they are the only ones who have full access to your account,  no one here has as we are members like yourself.

I do though strongly recommend only contacting CS at 8 a.m. on a weekday,  when live agents are on duty,  and then,  there's more chance of Dublin answering,  only speak to them.  It's a Call Back option so you'll hear if it's the dulcet tones from the Emerald Isles.

Here's the link to try at 8 a.m.

https://www.ebay.co.uk/help/eua?id=5190

Good luck and do come back and tell us hopefully,  of a good result ! 🤗

@to-486292 

[to-486292]

Thank you I really appreciate it

[tressygirl]

You're welcome,  and good luck lets hope that Dublin CS can help you !

@to-486292 

[jckl1957]

It would help members trying to help you to know what happened in between the sale of the phone and the suspension of your account.

You sold the phone, sent it and it was delivered.

What happened next?

Why did Ebay intervene?

Did the buyer open a case using the Ebay Money Back Guarantee?

If so:

Was it a return case?

What was the buyer's reason for opening a return?

How did you respond to the buyer's request?