I ended my last post about to write to Luxembourg but, after taking a deep breath (and receiving an email from eBay requesting my outstanding £8.18 of fees despite them owing me nearly £300), I decided to have one last try at calling them – the case is very straight forward and I’ve submitted so much evidence that surely someone could just see what has gone on and reverse the decision to refund the scammer, couldn’t they?
At 8am I spoke to a bloke called Anthony who told me he was in the ‘Final Resolution Centre’ and he would look into the case for me.
After being on hold for a minute or so he said that, according to the system, the case had been closed on 20th September and asked me to confirm I had received an empty package (by now hubby is also communicating with eBay about his phone that was also stolen). I explained that the package had been delivered to my neighbour as the buyer had edited the eBay postage label and that it was indeed empty. He then went on to say that he could see the notes both Niamh and the previous customer service guy had put on the system and he couldn’t understand what was going on and why this wasn’t dealt with already.
Anthony promised me that he would speak with the advisors involved and get back to me within 24 hours, going on to say that he was in work all week, my case hadn’t been on his desk before and he would take ownership of the problem until it was resolved. I explained that I had heard this before and he told me to relax for the next 24 hours, put it out of my mind and he would call me back – even if it meant calling a dozen times.
Wednesday – 10am: No call from eBay. Not sure why but I really did feel that we were going to get a resolution and I can not believe Anthony has ‘done a Niamh’ on me. Feeling exasperated I call eBay yet again.
Spoke to someone in the Philippines who can’t see all the notes but does tell me the case is closed and the reason is the item was scanned as delivered.
I started to explain the situation but the language barrier makes it impossible and I’m left with no option but to request a call back from Anthony. I’m told he will call me within 24 hours. Frustrated doesn’t even cover it…
Thursday morning – Guess what, no call for anyone in eBay at all. Nothing. Nada. Zilch.
I call them and have one of the most ridiculous conversations I’ve ever had in my life with an advisor who found it appropriate to keep talking over me and telling me “you don’t understand, Miss Talulah”.
I tried to explain but she repeatedly cut me off to explain that the item had been delivered and the case was closed. I told her to look at the faked labels that are uploaded on my account and she said, and I quote “If the labels had been edited Royal Mail would not have accepted them.” – I asked her to clarify and she again said that they couldn’t have been posted as they would not have been accepted. Say what?!
I (angrily) asked her if she was seriously inferring that I had made the whole thing up, including editing the label and despite me having an email from Royal Mail confirming that item was delivered to number 1 as that is where it was addressed to, and she couldn’t really give me an answer.
However, what she said next left me so gobsmacked that I asked her to repeat it so I could write it down – I strongly feel that this is something ALL eBay users should be aware of and would put money on it that they don’t….
The eBay advisor said: “eBay policy states that, as long as any returns are delivered within a mile of the address they are meant to be, eBay will deem it delivered and will find in favour of the buyer. Our records show your item was delivered within that radius so your case is closed.”
To clarify, I asked her if I was right in thinking she was saying that as long as a buyer sends a return to any street at all within a mile radius of the true address it would be seen as correctly delivered and she replied with: “Yes Mam.”
At this point I was losing the will to live and asked if she could please get a supervisor or someone, anyone to call me back and she said that she could see a refund request had been raised on my case and that she would look into why it hadn’t been actioned and a supervisor would call me back within 48 hours.
Now I really am at my wits end but am refusing to let this go – in the meanwhile my hubby has had a message from another eBay seller saying he has just been scammed in the same manner by the same buyer – despite them being aware of whats going on for almost 3 weeks, eBay are still allowing him to trade.
As they won’t tell you who he is – I will…
The name they are using is Louie Lawson and their paypal address is firstname.lastname@example.org
The other account which scammed hubby and we now know its the same person is Freddie Barker – known on eBay as crazy9867how and using paypal address email@example.com
I’m off to finally send that letter to Luxembourg but first I’m going to send a copy of all 3 posts to each of this lovely lot over on Linkedin.
I’ll keep you posted…
**UPDATE** – Friday Evening: Still no call from anyone at Ebay but I did receive an email at around 17:15 from a ‘supervisor’ saying they had tried to call me and if I still needed assistance to give them a call back. They did not call me. I have no missed calls whatsoever on either my mobile or landline.
Off to call them again…