PAYOUTS IN CIBC ACCOUNT KEEP FAILING - please help! Managed payments are a disaster so far :(

[matts0421]

I have 16 payouts that ebay owes me since end of May, and not ONE has been deposited in my chequings account. I am in Canada with the CIBC. I have updated and validated the same chequings account, transit and institution number over and over and over again. I have had this account for over 40 years. In the recent past, ebay has even taken money from this account. 

Ebay claims the info I gave them does not match up with the info my bank has about me, and so some agents say that my bank is blocking the deposits. Some agents have hinted at the possibility that the glitch is internal to ebay and that something is not clicking with my account. Other agents have claimed that the problem is my bank info or my bank itself. My bank says my info is correct, my account is correct (and that is accepts US funds), and that they will never ever ever block deposits. I have no way of knowing the COMPLETE bank info ebay has about me because the agents only have the last 4 digits of the account. I have never spoken to the same agent twice is a row, so I need to reexplain the situation again and again and again. I have been unable to speak to a supervisor. Two agents I spoke to said they were going to call me back in a few days, and they never did. 

This has been going on for 2 months. Not one single deposit for the entire summer. I am on the verge of a nervous breakdown. I have spoken to dozens of managed payments agents. What else can I do? WE are going NOWHERE!! 

[hlmacdon]

The best advice I can give is stop speaking with the line level managed payments "specialists" as most of them are borderline inept in the advice they are giving and training. Request a team leader and ask specifically if your bank account has passed verification as some of the information you have posted would indicate compliance hasn't signed off on your account. Ask the same of your personal/business information. Here is the trick, tell who ever you get on the phone to start with that you'll wait on the line until a team leader is available and don't get off the line until you get one.  The I'll call you back later routine is a way to get you off the phone. Across multiple team leaders I probably had 4-5 scheduled calls blown off by them. They don't have nearly the amount of staff to deal with the calls so they will try to get you off the phone. 

Depending on what they tell you I would ask for a manual verification of your registration information and request the ability to upload documentation. Note that if this is made available you can only upload 1 document so I would suggest joining multiple pdf files together. A bank statement (ensure you have all your account info as well with branch and transit) and additional documentation that covers any business information (if you are a business account). You'll want to ensure that either the legal business name or your full name as entered under your personal profile match exactly with the bank account owner name. A team leader will need to send a ticket to both IT to enable upload and compliance so an actual human looks at your supplied information.

When you keep updating the bank information that gets your account flagged as suspicious and compliance won't sign off on the account registration and payments won't go through even if they say you have been activated for managed payments. Most of the reps won't tell you this and wil often give other bad advice that will get your account flagged, like entering in bogus SIN information or causing microdeposit verification to fail by entering gibberish. This is why I would request a manual verification via your supplied documentation depending on what a team leader can tell you about the status of your registration.   

When you entered your bank info originally did you log into your banks sign in or did you supply the branch/transit/account number manually? Also is your CIBC account a USA Smart Account?

[matts0421]

Thank you for this. I will do what you say.

The info I entered MANUALLY.

My account is NOT a USA SMART account

[hlmacdon]

Was your signup via ebay.com for payments? I only mention that as a lot of the US reps will tell you that you need to change your country of registration to Canada but that is not the case and that will create more problems. As your CIBC account isn't a smart account, your account should be based at a Canadian branch of CIBC so that eliminates that as a problem. 

Hope it works out for you, it took me over 30 days of back and forth with multiple people to get things fixed. It can be challenging to get the right things happening as the payments reps and team leaders can only send off internal tickets to other departments, and often those departments don't even bother reading the tickets and just send you form letter responses. When payments is up and running it is a smooth process, but the way ebay is handling those registrations that encounter difficulty is beyond scandalous at this point. The current strategy just seems to be sit on your money and wait until you create enough stink that something gets done about it. 

[matts0421]

I am prompted to go to ebay.ca when I am in ebay.com and want to check my banking or payment info. 

[t_bjarnason]

Have you considered opening a new bank account specifically for eBay? There are free options like Tangerine that you can sign up for online.  Sometimes a fresh start is the best solution.

[matts0421]

I did exactly what you suggest, just now. I used your words (team leader, compliance, etc), and after 20 minutes, I spoke to a leader called Lydia. She informed me that the only issue what that when I set up managed payments in late May, I selected US dollars as currency. My chequings account at the CIBS is based on Canadian currency while ebay deposits are in US currency.  THis is why the ebay transfers are blocked. TAccording to her, I need a US FUNDS chequings account, so I just opened one now. Let's hope this works. Thank you. 

[matts0421]

After speaking to a manager / team leader called Lydia, I was informed me that the only issue what that when I set up managed payments in late May, I selected US dollars as currency. My chequings account at the CIBS is based on Canadian currency while ebay deposits are in US currency.  THis is why the ebay transfers are blocked. According to her, I need a US FUNDS chequings account, so I just opened one now. Let's hope this works. Thank you. 

[hlmacdon]

Glad to see you made some headway. Now why anyone couldn't have told you this in all your calls before is beyond me and just illustrates the problems sellers face.  Hope things go smoother for you now.

[matts0421]

I asked the team leader the exact same question: why cant the agent be clear about the problem and provide th solution. She said that since they installed mp, they have undergone a massive learning curve, and they have discovered how different banking systems operate worldwide, and that they are still learning. But yeah, if that is the solution, why did nobody tell me the fifth, tenth or 20th time I called??? -_- 

[t_bjarnason]

Awesome! Glad you got it figured out. 

[poprock2032_1]

I had this problem too and after speaking with tons of support staff I believe my problem was simply that my eBay account was in u.s. funds. Only one person in all the people I spoke with thought that that could be a problem. I can’t believe why almost no one could figure that out.

[mr.special-editions]

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@matts0421 wrote:

I asked the team leader the exact same question: why cant the agent be clear about the problem and provide th solution. She said that since they installed mp, they have undergone a massive learning curve, and they have discovered how different banking systems operate worldwide, and that they are still learning. But yeah, if that is the solution, why did nobody tell me the fifth, tenth or 20th time I called??? -_- 

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Glad to hear your issue was resolved.  

Did the eBay rep really say that? I find it amusing and sad at the same time.  Thankfully I have not had any issues with MP in regards to payouts but that statement if true speaks volumes.  Launching MP unprepared in the middle of Covid.  They must of had good reason.

[lotzofuniquegoodies]

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@mr.special-editions wrote:

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@matts0421 wrote:

I asked the team leader the exact same question: why cant the agent be clear about the problem and provide th solution. She said that since they installed mp, they have undergone a massive learning curve, and they have discovered how different banking systems operate worldwide, and that they are still learning. But yeah, if that is the solution, why did nobody tell me the fifth, tenth or 20th time I called??? -_- 

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Glad to hear your issue was resolved.  

Did the eBay rep really say that? I find it amusing and sad at the same time.  Thankfully I have not had any issues with MP in regards to payouts but that statement if true speaks volumes.  Launching MP unprepared in the middle of Covid.  They must of had good reason.

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PayPal for the most part, at the end worked basically symbiotically with eBay. MP/Ayden is a built in feature with eBay.

4 words for you. Dedicated Ayden Staffed Helpline. If the 2 player were in harmony there would be many less reported problems/problems would be addressed in a timely manner.

-Lotz

[reallynicestamps]

I set up a CIBC/Simplii account which worked for a month or so, but now is not accepted.

As a result I sometimes cannot add new listings to that account.

On the other hand I am selling from it and eBay is Holding the money.

The Hold doesn't worry me too much since they did that on yet another account and when we got that one working, the Held funds were deposited promptly.

[sjw241]

I am having the exact same problem.  I actually talked to Lydia several times and she didn't know what she was talking about when I talked with her.  I have been dealing with someone higher up who keeps telling me its the bank its the bank.  Same issue you are having!  I will try a US funds account I guess.  This is beyond frustrating.  Been dealing with it since late June. 

[pjcdn2005]

Are your payouts in $US or in $C? I see that you list on .com but you would still have been given the option if you signed up for Managed Payments through .ca.

[sjw241]

I clicked US funds when setting it up and now I can’t change it.

[sjw241]

What US funds account did you open, and did it work?

[pjcdn2005]

If you clicked that you wanted your payouts in $US you definitely need a $US account. As long as you can a $C account it will never work.  You did have the option of $C or $US? If you did, that means you signed up on .ca which is necessary if you live in Canada...regardless of which site you are listing on.