PPH please update payment times so freelancers can plan
Its not PPHs fault at all for the longer time it takes to process payments. They HAVE to follow new rules and laws re money laundering etc. They have explained that to us all (thanks) What I suggest is that when you make a new withdrawal request, they change the text for that payment to a realistic ETA for when it will be processed. People get confused re the 48 hour message, but if it is going to take 10 working days, that is no problem at all, as long as the freelancer knows this and can plan. Would save so many complaints and people worrying. And save PPHs customer service agents taking abuse for what is not their fault (and imho these people are great every time)
If we know that a payment requested on 1st of June for example will be with us on the 15th of June, no problem, no stress, everyone happy
Just an idea
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I used to work in financial compliance and while I agree that it's not PPH's fault that there are rules which need to be followed, it absolutely does not need to be taking the best part of two weeks. I'm afraid you're being fobbed off with absolute nonsense from PPH.
They need to update their guidance because freelancers are STILL being told 48 hours when the reality is approximately two weeks. However, they need to drop the pretence that it's not their fault - they've basically chosen to cut costs and outsource the work which is never the fastest option. The significant drop in service levels to us freelancers hasn't been properly communicated and we are still paying the same fees for a vastly reduced service. It's unacceptable - and is way below industry standards.
Would it be acceptable to tell an employee that their salary is going to be two weeks late? Of course not. The same applies to freelancers - we deserve the same respect and care, especially as we pay for it.
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I agree Samantha, 2 weeks seems way too long (9 days and counting for me).
Given the terrible comms I've got a nasty feeling PPH are about to fold. I'm waiting to see if my money finally turns up before recommending any clients make further deposits in case it's disappearing into a black hole - making alternative arrangements...shame as it was a great website while it lasted.
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Seriously, do any of you actually know anything about what you talk about? Samantha, you used to work in a finance company, so what, how is that relevant to this? Was it the same set up as PPHs? Did your company process thousands of international payments every day? I guess not. New rules have come into place, easy to find details of this. These new rules means longer to process payments, simple as that. All other freelancer sites (all of them) take 10-14 days standard to process your money. I am suffering as everyone is with the longer times, but we just have to accept it, literally nothing PPH can do but follow the rukles
Plus, because of the worldwide lockdown, PPH has grown massively, there results are the best they have ever been, again easy to find these details. The lockdown was made for PPH! They have benefited from all the remote work, and will continue to grow imho, so 100% certain no chance they are closing down
But, what they have done wrong is not changed their messages on payments from 48 hours to 2 weeks. If they had done this then people would not panic, and could plan
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Laziness would be charitable if that's what it is - negligence & disrespect more like. Looks like Companies House threatened them with being struck off late last year for some reason:
https://find-and-update.company-information.service.gov.uk/company/06369697/filing-history
Seems to have been cleared now but it does make you wonder what's going on...
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That's a standard warning for not being on time posting some form or other Marcus, I get them all the time! Check any big firm and you will see they all get them, staff just forgetting due dates! Not right imho, but nothing unusual at all
I think they have just not updated it because they were worried about freelancers kicking-off, but they have caused a much worse mess. Not everyone reads their announcements, so at least 95% of freelancers just know they are not getting paid on time
I think (hope) it will get quicker next week or two, but if it now takes 2 weeks I will just have to plan around that
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I kinda guessed when my commission went down that there would be some sort of change or penalty coming along. After all, if your successful and the business is growing YoY why would you reduce the commission and your profits? I do believe they don't do as much marketing now to previous years.
I think most freelancers wouldn't have minded if there was some notice i.e a month before everything is altered but the lack of communication and transparency is PPH downfall. Depending on the staff member you speak to they all spin a different story. They clearly have a lack of staff, I couldn't even tell who works there now in a senior position as everything is very secretive. It is a good platform it is just a shame they don't listen to the freelancers or respond to concerns.
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The reason that I mentioned working for a finance company is that I’m intimately aware of Anti-Money Laundering and Fraud Regulations. I was required to pass annual compliance tests on them. And to answer your question, yes, it was a FTSE 100 company that processed thousands and thousands of payments every day. I had a managerial role in a technical area. I can categorically tell you that the requirements are not the reason for the sudden delay in processing- it’s a smokescreen PPH are hiding behind and you’re swallowing blatant lies.
What I did notice was that PPH have outsourced the processing and I suspect that’s the primary issue. Outsourcers are not set up to provide the best service - just an acceptable service within certain parameters. The company I used to work for opted to outsource certain tasks; the outsourcer only put enough resource to meet the SLA, never exceed. So I strongly suspect this is the reason for the drop in service. It’s not outside PPH’s control, they just don’t really care - and frankly, never have done.
A significant change to the terms of service should have notified to freelancers via email, not tucked away in a blog that barely anyone reads. It’s extremely poor and isn’t acceptable- and I don’t know who they’re comparing themselves to, but two weeks is absolutely not standard for withdrawal requests elsewhere.
As I said earlier, it wouldn’t be acceptable to delay employee wages by two weeks but it’s fine for freelancers? No.
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PPH has always been a great platform for freelance work - good clients and fast payments until recently.
Just a thought, but couldn't the checks be carried out when the money is in escrow, so it is available to pay out to freelancers when they have completed the work they have been contracted for?
As we are the recipients of the money paid in exchange for our services, we aren't the ones who could be fraudulent or laundering money, are we?
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