Raising formal complaint. Missing funds.

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Khadijat
How do I ensure PPH respond to my query. I have missing funds and have been trying to get into contact for over a MONTH. I’m just constantly told they are busy. It’s beyond ridiculous and I want my money
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14 comments

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  • Adam

    Please elaborate - what you mean by missing funds

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  • Khadijat

    My balance is showing £0 and the money has not been withdrawn. There is no indication as to where the funds went and PPH have not been responding to my emails to support.

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  • Adam

    Show a screenshot of the workstream where the work was completed

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  • Khadijat

    Sorry not sure how to do that. But the work was completed as the invoices were paid by the buyer

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  • Adam

    When were they paid, what date

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  • Khadijat

    One was June 2022

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  • Adam

    If it was from 2022 - 3 years ago then PPH will have kept the money as per the terms and conditions. They are not a bank

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  • Khadijat

    Their T&Cs mention a monthly fee being charged not the entirety of the sum being taken?

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  • Adam

    Funds
    PPH IS NOT A BANK and only holds funds for the purposes of settling the provision of services and specific invoices of Freelancers. We strongly recommend that all users do not hold dormant balances on the platform. No user is permitted to hold a dormant balance on the platform for more than 30 days. PPH reserves the right to apply Admin Fees or write downs to dormant balances until they are withdrawn or become zeroed. Funds held by PPH on the platform are not insured nor covered by any Financial Services Compensation Scheme or any other government agency. PPH hold the funds in a separate client account.

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  • Khadijat

    But it also says:

    If a User has held dormant funds in their PPH User Account for a period of sixty (60) days or more then PPH reserves the right to charge a monthly administration fee of £6.70 (excl. VAT) for holding those funds on behalf of the User. This fee will be automatically collected each month from the funds in the User's PPH User Account starting from the sixty first (61st) calendar day. The collection of this fee will end when either i) funds held are less than 60 days old, ii) the balance is cleared.

    My balance wouldn’t be cleared by now.

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  • Adam

    I suggest looking under payments then select transactions to see

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  • Khadijat

    Thanks, I did check but it seems fine. Any tips on how to escalate or get them to respond to me?

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  • Nancy

    June 2022?  You've left money in PPH for nearly 3 years?  It's not a bank.  I think they've taken it. 

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  • Khadijat

    Thanks for the input. Do you have any ideas on how to contact them and receive a response aside from emailing?

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