Overcharged in fees? Neglected customer care.

Hi, This is the letter I wrote to PPH and didn't get any answer for 10 days so far. "Could you please provide a breakdown for the following: Earnings £395 First £250: 20% £250 - £5,000: 7.5% Over £5,000: 3.5% Based on that in fees, I should have paid £60.88. This should leave me with £334.12. However, I currently have £321.95 in my balance. Can you please provide a breakdown of where the remaining money is being allocated? Obviously, PPH's pledge to reply to a customer within 24 hours, other than " sorry we unexpectedly busy right now", gone out of the window. I repeatedly contacted them within same ticket another 2 times. No answer. On top of that my 14 days wait for my earning will be extended more, due to the maintenance banner they showing me when I open PPH in browser. Have their closed they support? Is there only AI left with template replies? What's going on here? I've been over 13 years with PPH, but I never experienced such neglectance and void with the essential customer care needs. How do you freelancer feel about it? What is your experience in 2025 so far?

Justyna

April 20, 2025 17:55
Edited

That's very concerning. Something is going on as many people complaint about the customer support and they no longer reply to the comments here as they used to do in the past. I have read somewhere that the 14 day policy is a result of PPH having far less work going through and implies financial difficulties.

Nancy

April 21, 2025 09:44

The 14 day policy is absolutely nothing to do with far less work going through. If that was the case, they'd be speeding it up, wouldn't they!!

Overcharged in fees? Neglected customer care.

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