Ebay Inc. 2065 Hamilton Avenue
Internet United States of America
Ebay My complaint is too "small" to deal with, loss of sales and increased fees. Internet
I recently started using eBay to get rid of some of my unused things around the house. I even decided to change my websites policy and allow Paypal as an accepted payment method because I was going to be using the account on eBay anyway. I started selling thing right away and quickly ran into a problem. I posted an item that apparently was not allowed under the Trust and Safety rules. I got a message saying that my item appeared to be one of the items not allowed but it was telling me something about selling duplicated games, I was selling a flip top PlayStation. I posted the item and contacted live chat. Live chat was helpful and showed no concern over the posting of the item.
The next day the item was removed by eBay listing the reason as Counterfeit-Copyright infringement. So I contacted them because I was offended that they would use such a vague term to remove my item. Also I found it offensive that they were telling me what I was doing was illegal. The issue was resolved and they told me not to list it again I agreed and moved on my way.
A few days later after selling over one hundred dollars on the site I post up more items. I get on my computer the next day and see two email's one states that my account will be restricted if I do not contact them in twenty four hours to "verify" my identity. I then check the next email I have and it says all my items were removed because my account was restricted. I was confused and angry because the email right before that stated I had 24 hours to contact them. I was also upset because I have a verified business PayPal account and had already spoken to eBay trust and safety over the phone and in live chat.
So I contact eBay immediately I finally get through to someone in the Safe Harbor department named Mason to verify my identity. I had already stated to the person that sent me to Mason that I was upset and wanted to make sure the person in Safe Harbor was going to be able to address my concerns. After Mason asked me two questions ( Year of graduation and how long I lived at my previous address) he said he was all done and my account was going to be allowed to post again. I told him that I did not feel how the situation was handled was done properly and I wanted some sort of credit for all the time I had spent at that point. He told me I would be credited for the items they removed and that I could just re-post them and it would be like nothing ever happened. I asked how it would look to my customers and watchers and stated that I felt that I would look unreliable to customers.
After not getting through to Mason I asked for a supervisor that is when I was told that I should just be like everyone else and just answer the questions, say thank you and move on. He told me that my issues that I was complaining about were too small for him to deal with and they were also too small for a supervisor. I still requested a supervisor because at this point I was now mad at how I was being treated. I was told he was busy. I asked if I could get a call back and Mason stated that he could not guarantee that I would get any sort of call back from the supervisor and he also said that while I was on hold he had spoken to other representatives and they all agreed that eBay per their Terms of service were not responsible for any losses that they cause too us eBay users.
After getting off the phone with him I called back and spoke with another supervisor named Christopher. He was very helpful in calming me down and listening to my problems. While on the phone with him apparently the first supervisor that could not speak with me named Nicholas tried to call and had sent an email. In the email he did say that he was sorry for my issue and that he had listened to my call and Mason had said the right things for my specific situation. After all of this Christoper stated that he wanted to do something for me but that he couldn't because the other supervisor had got involved. He told me he was going to contact the other supervisor and get back with me. I have never heard back from him.
After all this I went to post my items again and immediately noticed that I was being charged twice as much to realist my items. I had listed them during a promotion and was not allowed the promotion price. I contacted billing in live chat and they told me that they could not do anything for me as the promotion was over even though they had removed my items in the first place. She offered to credit me for two items, which I declined as I had posted 14 originally. I then called back customer service and went through the same thing again. After that conversation I recieved my invoice even though it was not in the billing cycle.
I know that this is long but I felt that someone had to hear the full story to understand. To sum it up I don't feel like I was treated appropriately by Mason the customer service person or the supervisor Nicholas O. who said that Mason handled the situation the correct way. I don't like the fact that I was told I would be contacted by the second supervisor who never contacted me again. I don't think that I should be charged more for relisting my items that they removed. I am paying for them for inconveniencing me and treating me badly. All I wanted was proper customer service in the first place. The situation could have been handled much better by eBay. Now I am still upset and being forced to pay more and they made it very clear they are going to make me pay more by sending my invoice early.
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