Who did you speak to when you Contacted Customer Services?  I mean was it Dublin?  If not,  you may have received a generic response,  as some overseas agents unfortunately do just have a script they read from, and may not see the whole picture correctly,  and have not dealt with your individual issue .

Contact CS,  but only speak to Dublin you'll hear if it's the dulcet tones of the Emerald Isles as it's a Call Back system using this link...

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

I wish you the best of speedy luck, as this is obviously,  one hell of a lot of money we're talking about !

Do come back and tell us ,hopefully of a successful update, on this matter.

@uk_photo_prints 

Hi,

The community team are great but they will just pass it to the relevant team which then might take a while.

What you need to be doing is searching all your inbox for any pro trader courses you've been on, any correspondence about open events or just any emails that are basically a persons name @ebay.com and send them emails.

If you are on LinkedIn have a look for anyone working in the ebay for business to customer team (I think thats what they are called) and send them a message, the chances of getting the exact person you need first time is slim but if you outline the issue it bypasses customer services who yes are a great help but can only pass it up 1 level and this kind of issue probably needs to go pretty high whereas on LinkedIn people highlight there job title so you can direct it to ones who should have some power.

Not sure if thats what they are on there for but like you say  you've tried all the usual routes so outside of the box may work faster.

If all else fails send Jamie at ebay an email and the executive (think thats their name) team pick it up.

DAY 23 problem still not resolved, ebay attempted for the 5th time last night 6 April to charge our bank account for these incorrect fees. contacted UK customer help this morning again asking the question what happens to our account e.g. will we be sanctioned or restricted if we don't pay these incorrect fees ALL of these fees are due to their software defect... we await their response... in the meantime the account shows that they will make a six attempt today 7th April to take these incorrect fees...

DAY 24 problem still not resolved, ebay attempted for the 6th time last night 7th April to charge our bank account for these incorrect fees. contacted UK customer help yesterday asking the question what happens to our account e.g. will we be sanctioned or restricted if we don't pay these incorrect fees ALL of these fees are due to their software defect... 24hrs later no reply.... to a perfectly legitimate question? 

The eBay Concierge team has now replied at 9.42am 8th April to the question I raised yesterday regarding whether my account will be restricted or sanctioned If these incorrect fees are not paid.... below is what they have emailed which I hope is useful to anyone else who may be affected by this problem.

we are currently working to resolve the issue you reported and appreciate your patience while we investigate. 

At this time, we are unable to stop the system from attempting to collect the funds, which is why you may see additional attempts on your account. 

Please note that you were charged on March 13th. From this date, you have 30 days of protection. This means you remain fully covered during this period and within this time, we will resolve the issue. Once resolved, any amount that was incorrectly charged will be refunded to you. 

I appreciate you taking the time to contact eBay today and thank you for your continued business.

Have a wonderful day.

DAY 26 since the £15,000 worth of incorrect fees were charged to my account on the 13th March... still waiting for the fix and the credits to be applied to my account.....

did you reach out to people on LinkedIn? Like I say concierge (and some customer service agents) are great when its a task they can go and find the answer but as it needs to be passed from them to somebody else and you have to hope that somebody has the power they are not then as great. You need to go for the very top people and either hope you get lucky and its them or they can pass a message down (not up) the chain so it gets done as a priority, currently your issue will just be in an inbox with others on top of it.

I know this isn’t helpful but when they said you have 30 days of protection I rolled my eyes. Plenty of people overbilled in different ways haven’t had it fixed beyond 30 days so what does that mean they were timed out and not protected any more? I’d be going mad, hopefully they follow through on it and fix the issue and it is academic but where is the urgency.

You might as well be sending the emails now,  its been 26 days and sorry but the only way eBay ever do anything is if you are chasing them daily and from the very top. Calling the people at the bottom and expecting them to pass up messages asking for updates never works, they don't have the contacts that you need.

Raise it with eBay in their weekly community Live Chat?

Is it possible to get Marco or Kat tagged in on this? Sorry, I don't know how to do that mysel.