Danger: Ebay, Your Bank & Your Personal Data

moto50

I recently put an item for sale. It had a compulsory change where I had to verify my number for security - despite them already knowing it. I did so. What happened next shocked me. The number appeared with the advert, not protected with forwarding as other sites do such as adtrader or autotrader - it was my number, and there was nothing I could do to remove it. I was inundated with calls from scammers and god only knows what. Even one bloke offering less than 10% and threatening this that and the other when I politely declined - that was 10.30 at night too!

So I contacted eBay. I made the decision that I would no longer want to sell on the site. I wanted to pay the 19.99 fee and remove the advert so I could get some sleep at night and use my phone again as I was constantly blocking numbers from scammers. They refused to let me pay, and refused to remove the advert. I didn't care about it being less than a week old, I was happy to pay the full fee. Then came an issue with paying that off my own back. The one time payment wouldn't work - well, it would if you allowed Ebay and their 'approved agents' full access to your accounts. If you didn't, as I didn't want to sell anymore - it wouldn't activate the pay button.

Well, I didn't want to sell, and why would I need to allow them full access to credit cards and bank cards already registered and used for purchases? They have all the access they need for buying and I did not want to sell. To cut a long story short - paying the fee was blocked until I gave them all access to it. What is wrong with a one time payment? I was told by some I could, and others not. As it was, you could, as long as you gave all parties free access to your credit. No permission - no payment accepted. So I tried through CS agent to make a payment - they insisted all cards we expired, which was not true - they were accurate and I had just purchased using the card they claimed was expired. So now I am stuck!

So I try to raise a complaint to see if this can be resolved - not allowed, just like the GDPR issue - nobody's job. So, I find details of people that might be able to deal with the payment at least. I contact the FCA. They agree that the situation isn't right and give me details they have on the licence that allows ebay to take funds from accounts. I email these details - both returned 'address not recognised' So I contact ebay helpdesk, and they state the names I have been given are fake, and that nobody works there with those names, they are not on the system in the world.

So back to the FCA to report that Ebay claim the names are fake, made up, not at ebay. The number for the officers named to help with financial issues, leads you to the general chatbot so is not a contact number as required by the FCA and all the emails listed with the licence are returned undeliverable. FCA then say something shocking - the company is required to keep those details accurate, and to be accessible in case of a financial issue (they empty your bank account by mistake for example) - without those, they essentially have no licence or permission to mess with your bank accounts - more worrying, your account details are NOT PROTECTED by anyone - and ebay cannot be contacted if the worst were to happen. They actively make it as difficult and are as obstructive as possible.

So not only do we have an issue where your personal data is not protected in compliance with GDPR (no officer, don't need one they say) your bank is not safe either as they are not complying with their licence to deal with finances either.

These are very worrying circumstances and confirm that Ebay is not a safe marketplace at all! The FCA are investigating as they have breached their terms, the ICO is investigating as they are breaching GDPR and top top it all, I have been advised to inform the Financial Ombudsman.

All because I asked to pay a fee early, and remove an advert! Honestly, it would be funny of the lack of security with your personal and bank data wasn't so frightening!

soolin

I admit to being confused by this narrative so may have to have another read tomorrow.

However, I cannot see how verifying yourself automatically adds your telephone number prominently to a listing, unless perhaps there is some confusion about being registered as a business selelr and adding the phone number into the wrong place. 

As for refusing to remove the advert , I agree that even ending the listing merely moves it to completed where it still can be viewed. However before a seller manually ends an auction it can be edited and any erroneous details like a phone number can be removed at that point. 

I don’t follow the bit about refusing to let you pay the advert fee, sorry, eBay do have bank details on file which you agree to let them use for fees. I’m also not sure what the rest means either about fake names and GPDR sorry.

xxxxxxxx

I assume OP is saying the FCA requires all registered companies to provide a working telephone number to a human not an automated line and contact names and addresses in case of a finance dispute. FCA has provided OP with eBay's registered contact details. OP calls the number to find it is not a human and tries the email but email is bounced back(?) OP asks eBay helpline and they respond with "computer says no".  Ebay has failed on both contact requirements of FCA and the FCA will hopefully be investigating this. 

Re GDPR... I assume the following. 
OP has complained to eBay his phone number is on the listing against his will and he has asked them to remove it. eBay has offered no help to remove the phone number and so OP has raised the issue of Data Protection that he believes eBay is in breach of GDPR and has asked for the name and contact details of the GDPR data controller. Ebay helpline has said "computer says no".  FCA has advised OP makes a complaint to the ICO.

soolin

xxxxxxxx said:

I assume OP is saying the FCA requires all registered companies to provide a working telephone number to a human not an automated line and contact names and addresses in case of a finance dispute. FCA has provided OP with eBay's registered contact details. OP calls the number to find it is not a human and tries the email but email is bounced back(?) OP asks eBay helpline and they respond with "computer says no".  Ebay has failed on both contact requirements of FCA and the FCA will hopefully be investigating this. 

Re GDPR... I assume the following. 
OP has complained to eBay his phone number is on the listing against his will and he has asked them to remove it. eBay has offered no help to remove the phone number and so OP has raised the issue of Data Protection that he believes eBay is in breach of GDPR and has asked for the name and contact details of the GDPR data controller. Ebay helpline has said "computer says no".  FCA has advised OP makes a complaint to the ICO.

The first paragraph re telephone number doesn't work as it is fairly easy to contact ebay by phone if you go through their help system, I do it regularly. 

As for the 2nd, I've never seen an accidental telephone number on an ebay standard listing  - only on listings where either seller is trying to make off ebay sales, or where a classified ad allows it. Sellers can amend their own listing at any time, so if something is showing they don't like, then it can be removed by seller. 

moto50

Sorry it is confusing, it was a long, long day of having doors shut in your face at every turn and my eyeballs were falling out of my face.

The telephone number had to be added (despite them already having it on file) as an 'identity' procedure. So I thought nothing of it - I hadn't sold in a long time! Not had it before, no idea. So I just verified and it did the same as when you first register your phone or account. When the ad went up, the phone number was listed and unprotected (actual phone number). I tried to remove it, but if I did this - it no longer allows the advert to be listed (there is an inactive radio button so you cannot continue until you display your number) So I had no choice, and left it as it was until I had the unwanted calls, and then I went to ebay for assistance. Not a business account - it's private. Sold nothing for a long time! 

Firstly, classifieds providers usually use a divert number such as autotrader etc to protect the privacy of customers and prevent harvesting of their data for security. So with GDPR, you would think ebay would do this, if they insist on your numbers being shown.  Ebay don't do this it appears.

It isn't so that buyer can complete outside of ebay, they state it is so people can ask about the item (I don't want calls all day if you are at work , who wants that all day every day?) When a transaction takes place, they send a barcode or something now - not used it before, so unsure of it's exact process - but it tracks you to the item if you collect and registers when you have the item. That then releases the payment as 'delivered' as it were. Not something I understand or would use, and sounds as if it is a measure to force you to pay via their system. Sounds a little intrusive, but I guess it is to prevent cash sales. Although a classified advert is what you have paid for and is just a spot on the marketplace, so that shouldn't matter - you have paid the fee.

Removing the Advert - taking the number away would not work as previously mentioned and as it had been a number of days, you cannot remove it from sale, until the fee is paid - and they won't let you pay unless you agree to give them access to your credit card for 'extra fees' that may be incurred during the process.

The card is registered there, I use it all the time - so why the deeper access demand? No explanation, once again it is railroading you into parting with your data and privacy. I didn't get a satisfactory explanation of what the issue was.

They have my bank account on file, along with my cards - but despite them being valid, they say they are all expired on their system, so cannot take payment, which they are not. I have paid for items via those options over this period and they have worked fine, when I checked to update in case one was out or due to expire - they were fine! No idea what was going on, and nobody was interested as they said they were expired their end and that was that. I don't have another bank account I would register as I did not wish to sell in the future, so there is no need to have those details. They state you cannot pay for a classifieds as a one off payment, which is why when that was tried - again, the radio button to pay wasn't activated unless you gave them access to the bank account....that is already registered. So I was confused - unless of course their access to your data is so intrusive that they are aware you have other accounts and want access to all of them - who knows? 

Telephone number: The number given was for the finance office, for issues - not the help desk. Though that number leads you to account, go through the options the same as chat - and then tell you to go online for the helpdesk. That is meant to take you to the finance department for serious issues and complaints. 

emails: The emails listed on the FCA licence, supplied by FCA to contact ebay in the case of finance issues relate to the ebay commerce arm. These are the details which allow them to operate as a financial body. To make it simpler, imagine using fake details on your driving licence to prevent any fines being sent to you - that is essentially what is being done here. They have registered details that don't exist. (Though I have discovered one name is correct - the one ebay swear does not have anything to do with ebay)

So far the FCA have flagged the issue with the licence for investigation. They say they don't check the data, and wouldn't be aware until someone says something - but they agree of my findings (checked whilst on phone) and are looking into it.

ICO agree a data breach, that has been submitted for them to deal with. For me, something so simple as paying for the advert and removing it has been a nightmare. It is a simple thing to ask. I have now sent notice to ebay (they even refused to confirm the address to write to - utterly stupid!) and they have payment enclosed. That should end it, then I will remove my data - as if they deny having a data protection system, then how safe is it?

sonearandyetsofa

If I remember rightly from when I sold my car, when you list using a classified advert on eBay it provides a box to fill in your phone number, and it's automatically filled in with the number attached to your account. There's also a tick box to confirm you want to display your number. You have the option to edit the number when you list it, but you also have the option to edit the advert afterwards as long as it's still live on eBay. Click "revise listing" on the selling page, and either untick the box that says something like "display contact number", delete the number entirely, or edit the number to a fake number and write into the listing that you don't want to receive any calls. Once the listing has ended you cannot edit it so whatever else you intend to do with it, make sure you remove or change the phone number first.

Seller fees are paid in a different way to paying for things you purchase on eBay, and they'll want permission to access your bank account or card in order to take payment for the fees. They're not asking for permission to access other accounts.

Once you've changed/removed the number, you can remove the listing yourself by clicking "end listing" from the selling page. You do not need eBay to do this for you.

I don't know if they will find this to be a data breach after investigating as eBay offers the option to not display the number when you list the product and the option to remove it afterwards. If you still wish to close your account eBay state that all data and listings will be deleted between 14 and 60 days after you close your account. Ended listings are deleted off the site entirely after 90 days.

I think the customer services people at eBay may have been a bit confused, some of them work to a script and things can definitely get lost in translation when you're calling with an unusual problem.