Ebay complaints dept, escalation for resolution? Ombudsmen?

torncurtain

For the past few weeks I've been unable to access my account because ebay has changed something in their system. I've not been blocked, banned or whatever. They've agreed it's on their end. It's a long story and a pain. 
They're telling me the same thing every time I get someone on the phone. They just keep saying, they'll raise the issue with their IT dept, that it's their end and it'll 'be resolve at some point'.

They're now saying there's no complaints department and no way of escalating my complaint. That I 'just have to be patient and wait'. In the mean time, I've had a few offers on stuff I'm selling, I'm desperate and I can't do anything about it. 

Is there a process for escalating for a resolution within ebay that someone can share with me? Is there a complaints dept I can write to? Is there a body in the UK, an ombudsmen that I can escalate this to (that's not about their financial services, brokering)? 

Thanks 

MalMonroe

Could it be that they just need you to verify (or re-verify) your details?

I've just listed something on eBay after not using my account for a year and there was a message advising that I needed to confirm or update my payment methods as well as my verification method. (Now I do a two-way verification). If you haven't been blocked or banned, that could be the answer.

Have you checked in your eBay messages folder? See if they've sent you a message about something that you may have missed. It could be something really small or simple that's holding everything up.

If all else fails, you could try clicking on 'help and contact' again at the top of the eBay page. They DO have a complaints procedure and you can reach it if you keep clicking through to the part where you reach the bot and if that can't help, they transfer you to a proper person. Just keep telling them that you are unable to continue selling and it's turned into a real problem now.

@soolin is the forum expert on eBay though and may be along soon to help, all being well. Good luck. 

km1500

a work around would be to open another ebay account while you are waiting

soolin

I would suggest you keep trying, I read several forums as well as the community boards and I’ve seen no other mention of people randomly being unable to get into their accounts. 

Can you explain what happens when you try and access your account? the usual stages are email and password, then some sort of further authentication , I have to use a code sent to my phone. What happens when you do all that?

i don’t trust CS , telling you it is their problem and it will be sorted is an oft used expression just to get you off the phone. 

Buster_Danog

It's a difficult one to answer without knowing why you can't access the account. If your items are still live then it doesn't see like the account has been blocked. Could it be a sign in or security issue with your password?

In my experience it is possible to ring them and if you are assertive enough you might get transferred to a manager However, they do not always provide a solution. They do everything possible not to transfer customers to managers.

km1500 said:

a work around would be to open another ebay account while you are waiting

As long as they haven't flagged the account for some security or verification issue. This could be cross referenced by any bank account added to the account to receive payments

torncurtain

soolin said:

I would suggest you keep trying, I read several forums as well as the community boards and I’ve seen no other mention of people randomly being unable to get into their accounts. 

Can you explain what happens when you try and access your account? the usual stages are email and password, then some sort of further authentication , I have to use a code sent to my phone. What happens when you do all that?

i don’t trust CS , telling you it is their problem and it will be sorted is an oft used expression just to get you off the phone. 

They've removed the chat bot option now from the site, so you can't contact CS that way and ask that they call. I'm now stuck. You have to login in order to raise any issue, I can't log in. 

I've had issues with my ebay account for years and years, something like this always comes up and it's always them that has to resolve the issue. I'm always told that others have called to complain and it's a known issue. Eventually it gets resolved but it doesn't take this long and normally there's a way to contact them. 

Yes, email and password. Then it says it wants to send me an authentication code. There use to be an option to send to my email, now it only allows phone. This isn't a problem and hasn't been a problem in the past, just highlighting the change. I go through with this and sit and stare at my phone. Nothing comes through. I go back and try again, rinse and repeat.

In short, nothing happens with request for code. Never an issue before. No, I haven't recently changed my contact information. 

Steps I've taken after several days of unsuccessful entry and no help from ebay:
Cleared cache & cookies
Tried different browsers
Eventually tried a different device
Tried locating an email address to contact ebay, found one, response says they'll reply in 24-48hrs (this was 5 working days ago)

I'm bashing my head against a wall with this. 

torncurtain

km1500 said:

a work around would be to open another ebay account while you are waiting

Well, yes that would be one way. But, that doesn't resolve the problem for me as I can't get a verification code from them sent to my mobile device. 

steviebabes

Are you sure they have the correct phone number? Do you get a reliable signal at home?