Identity verification failed - funds on hold

[doxaaletheia]

I'm a private seller with over 5 years of selling items on eBay. I've recenty moved to a new address. After updating my details under accounts -> addresses my seller's account became restricted for some reason. There's a notification in red 'Your payouts are on hold until you update your account details. Please update by 21 Feb, 2024 to avoid further restrictions'. eBay requested that I submit my ID for verification, which I did.

I have Indefinite Leave to Remain in the UK and a UK goverment-issued BRP card. I don't have any other documents as I've not visited my country of origin for more than 20 years. The verification form accepts UK passport, a driving license or 'other goverment-issued ID'. I selected the third option and uploaded scans of my ID in high-res and in colour (both sides) as requested. That was done Jan 24. 10-20 minutes later I received a message saying: "We weren’t able to verify your details. Please review the information below." I've resubmitted the documents multiple times in the last few days and each time I get this message in red notyifing me that eBay were unable to verify my document, which I find a bit ridiculous as the document is accepoted by anyone in the UK for any verification puropse as it is an equivalent to a passport or a driving licence.

The first agent I called on Jan 25 said that she could see the document is valid, adding that she would file a complaint on my behalf  my account should be restored within the next 24 hours and the funds released. 

I waited until the next day and then resubmitted by document. 

All the funds I received for the last sales are on hold, we are talking about a sum of more than £400. 

I contacted another agents the next day and was told to wait 48 more hours. I also had a chat with one of the agents who confirmed that in writing.

As of today, my funds remain on hold and eBay still wants me to update my account details. I called another agent about an hour ago who said that since documents are checked by a robot, only passports and a driving licence can be varified, other forms of ID should be verified by a human being which would take up to 5 working days. So when I submit the form with 'another goverement-issued ID' selected, should it not go automatically to the relevant department to be seem by a human being?

The amount of contradictory and misleading information I received from eBay agents is extraordinary. I don't know what it is, incompetance, malice or something else. I will wait until Wednsday-Thursday and if the matter is not resolved I'd need to approach an ombudsman and possibly take a legal action againt eBay who are holding my money without any good reason, hence unlawfully. 

Has anyone had similar experience?

[suzykinder]

Same here. They just don’t care really & every time I phone it’s a different person.. I’ve had enough & going elsewhere if I have anything to sell. I wondered if my bank could recoup my money. EBay shouldn’t have it!! I even said I’d get them on TV - one of those programmes where they investigate people losing money!
Probably didn’t go down well!

Sent from my iPhone

[carp.fisher2012]

Yep won’t upload my passport there talking outta there arses

[mohagha-29]

Hi, yes this exact same thing has happened to me. I have taken a picture of my passport for it to be verified but always fails. I don’t know why this happens.

if you do figure out how to fix it please let me know as they might ban the account for whatever reason 

[suzykinder]

I’ve given up! The don’t care! I’ve been selling since 2009 - a good seller too. They’re not helpful so what can you do? I’m thinking of getting in touch with the Ombudsman as they’ve got some of my money!
SK
Sent from my iPhone

[vintique*violet]

@suzykinder 

I totally understand.. if you do,  make sure that you complain about the correct company.. eBay Commerce LTD or eBay marketplace... I did put a post on here about " FUNDS HELD " eBay Commerce Ltd & Marketplace 2 different entities...( thats the title)  if you can find it , it has a case with the financial ombudsman,  it  does make interesting reading and could possibly help to show the " pitfalls"... 

[theelench]

I would also suggest that you contact the Financial Conduct Authority (FCA), it's them that licence ebay and their remit to ensure that UK consumers are not disadvantaged by companies not acting within the FCA Guidelines.

This situation doesn't seem to have improved since exactly the same problems were encountered by numerous Private sellers trying to sign-up to Managed Payments, years ago.  Ebay still hasn't done anything to improve its system and is still telling sellers that they can only verify themselves with photo I.D, when they know this is not true.

I think I'm right in saying that if you contact the Financial Ombudsman the first thing they ask is if you've completed ebay's own formal complaints procedure before they will look into your complaint.  The FCA will note your 'concerns' and investigate, presumably if they keep getting more of the same complaint.  If they think ebay is sufficiently in breach of their Guidelines, they have been known to 'fast-track' you to the Ombudsman for investigation.  

[chris-5643]

That's a good idea.

The Financial Ombudsman can be very responsive in my experience.

[theelench]

And in mine.  My problem was with Paypal and on a different site.  At the time PP was pushing everyone to log-in using a mobile to receive text codes.  They explicitly stated that, although getting codes to land-lines had been fine until that point, there might be 'problems' for those not using mobiles to log-in.   Those not doing so duly had problems, locking me and thousands of others out of their accounts.  In contravention of the FCA Guidelines.

The FCA listened to my 'concerns' , gave me a case number, so I could keep adding to my complaint every time I was denied access and eventually (some months later) the 'problems' disappeared and I'm still logging into PP using codes to land-line to this day.

They rely on behind the scenes 'discussions' with companies like PP or ebay, but they do have the ultimate sanction if they ignore what the FCA tells them  --  they can revoke their licence to act as a finance company in the UK.  But for them to work properly relies on the public keeping them informed about companies using their muscle to engage in disreputable conduct that goes against its guidelines 

[Anonymous]

This is just a massives scam/theft.  eBay suddenly froze my accounts after I got in a sale for £400, saying I had no valid ID - they had, and had been using, my passport.  I uploaded it again - rejected.  Tried driving licence - rejected.  Wasted an hour on "customer services" to by told the ID was "out of date".  Total faslehood, the expiry date is on the front of both docs of course.  Refused to assist, refused to pay my money.  Tried to close account - told can't close while there is money owning to me, but of course they won't pay.  This is just a blatant criminal scam.  Have decided to say goodbye to the money, and treat it as a life lesson. eBay are just a nasty theiving foreign (un)regulated scam.

[theelench]

Phone the FCA and complain.  Of course you can close your account when ebay is holding your money.  They will continue to hold it for the longest period they can, until it's no longer possible for a buyer to demand a refund.  When you close your account get CS to tell you on what date ebay will pay you if no buyer asks for a refund . 

Get the transcript of that conversation.

If ebay doesn't send  your money to your bank on that day get in touch with the Financial Ombudsman, they have awarded compensation before now to sellers where ebay has failed to pay up on the day they specified.

In the mean time get in touch with the FCA and tell them of your 'concerns'.  If enough ebay sellers complain about un-necessary payment holds they will have 'discussions' with ebay because they are possibly bringing the reputation of the UK finance industry into dis-repute by acting in a way that dis-advantages consumers. 

[volenis]

Hi theelench,

Do you work on behalf of eBay because I see that you are represented by a “specialist” ?

Sent from Outlook for iOS<>

[theelench]

I have no idea why I was designated a "Specialist" when these titles were handed out by the Community Team.  I promise you I definitely do not work for ebay.

If in doubt click on my Username and read some of my previous replies about ebay's policies, changes and the motives behind them.

[volenis]

No worries mate, your input was valuable and I was just curious because never seen someone from eBay commenting here...

Sent from Outlook for iOS<>

[lucy_farmer]

'...just curious because never seen someone from eBay commenting here...'

Occasionally an ebay employee *does* comment; you'll spot the comments as they'll be in a blue 'box', and the user name will be preceeded by  'ebay'.

But they usually only comment on technical problems or 'glitches'..... ebay problems between humans are not their bag!

[volenis]

Thank you for the clarification 👍👍

Sent from Outlook for iOS<>

[Anonymous]

Had another conversation with a "service" person.  Just a pack of lies.  Eventually had to admit that they can't even see the I.D. document they are claiming is out of date (my current UK full driving licence).  Then incredibly, they claimed that they have no UK addresses, and no prescence in the UK.  When I asked about the 1 MORE LONDON PLACE, UNITED KINGDOM, LONDON, SE1 2AF  address, they terminated the call.  How is this disgusting company allowed to trade and perpertrate this blatant fraud in the UK?