Withdrawal request from 16th of June still not settled by 30th of June for freelancer w 7 days clearing period
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I am TopCert freelancer on PPH with 7 days clearing period under the new rules for withdrawals on PPH.
I had a withdrawal request accepted by PPH on 16th of June. It is still not processed by PPH by the 30th June.
What is going on here??
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Official comment
Hi Jens, we've checked up on your issue with Customer Service and can see it's now been rectified. We're so sorry for the delay, thanks so much for your patience.
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Seems everyone has the same issue. Have written to my MP as I'm sure this is not legal - for a start they introduced the policy without forwarning any of us. They are also taking more than 7 days to process even after the 'clearing' date. I've mentioned to my MP that they are also moderating negative comments from freelancers on their blog post, essentially deleting anything they don't like. This is the reply I got from the MP this morning:
Dear Mr Meredith,
Thank you for your email regarding People per Hour; the contents of which have been noted.
We have written to People per Hour detailing the issues you raise in your email, and we will write to you further once we receive a substantive response.
In the meantime, if we can be of further assistance, or if you have any questions, then please do not hesitate to let us know.
Kind regards,
AmeliaMaybe anyone in the UK who is suffering from this policy should now write to the MP to hopefully get a better response from PPH.
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Same issue here. I am TopCert freelancer. I have a clearing period of 7 days.
I made a withdrawal request on the 15th of June. The status as of today is 'Process still pending by PPH'.
I have raised a support ticket too. All I've got so far from the PPH team is the following:
"We cannot unfortunately offer a specific time frame, but we have informed the relevant department, and we will do everything possible to expedite your request. We appreciate your patience and understanding and we’re hoping to have some good news soon." -
same here..im waiting more than 15 days...im sending messages to support almost every day..and they told me i will get money today ..and nothing...i hate this site really ..and this is not a firs time i have problems with them..this is the only site i have problems with..they using our situation ,that many people living from some small jobs and cant quit easy ...but i will never recommend it to anyone for sure
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Exactly the same here. Paid by the customer on 16th June and PPH refuse to release the funds!! What the hell?! Generic answers on chat, notice these days also on chat there are constantly 5/6 in the queue minimum, a few months ago you could get an immediate response, which suggests many people have issues.
People Per Hour need to realise there are a lot of other platforms people can use and when people start to get trust issues with a service it is very hard to regain the trust.
Fuming here......
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Here's my experience with my last 2 payments:
1: Invoice paid 19/6, available to withdraw 26/6, in bank 1/7
2: Invoice paid 22/6, available to withdraw 29/6, in bank 1/7
So that's a 7-day 'clearance' time with arbitrary delays after that until the money actually arrives. I've noticed a drop in the amount of decent work available on PPH recently so I'm guessing my 'clearance' time will edge out to 14 days soon as I've put fewer bids in...shame
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I've sent a question to the Financial Conduct Authority. When I first looked at the FCA website I dismissed it as irrelevant because it only deals with suppliers of financial services. On closer inspection their definition of financial services includes payment providers and companies who provide a service to bring buyers and sellers together. PPH certainly fall into that category.
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Hi Meri,
I didn't keep a copy of what I sent to the FCA. It was an online form and the auto reply didn't include the message. It probably carries more weight anyway if people write their own letters like this because then they can focus on their own concerns and experiences.
I explained what PPH do and asked it FCA regulation is a voluntary thing or something that is imposed on a company. I don't know if the FCA take the line that we are asking for trouble if we deal with a dodgy unregistered company or if they actually investigate.
I explained the 3 points that bother me the most. That is the 30 day inactivity period after which PPH claim that they can take a freelancer's money from their account. The sudden change in payment terms where they added a clearing period for security checks that don't appear to take place, and the inability to keep to their agreed withdrawal times.
I did get a reply to my ticket from PPH today about the 30 days and they say the 30 days start when the clearance period ends. I asked other questions but that was all I got back. I notice that we stopped getting an email when an invoice was paid a long time ago. I'm guessing we don't get an email when the clearance period is up, and I have no idea what happens 30 days after that. I feel that they are targeting the less active freelancers, lower earners and people overseas who may forget about a small balance or find it uneconomical to withdraw a small amount. Usually this wouldn't affect me because I would withdraw money shortly after an invoice is paid. I'm now stuck with a small amount of money in my account and I can't withdraw it, I can't ask to withdraw it in advance. In fact there is no automatic way of withdrawing it. I have to physically come back two weeks later and ask for it then, but I won't reminded. -
Thanks so much Simon- that's really useful. I absolutely will write my own letters but just wanted an idea of what other people had written. I am half way through writing to my MP. I am horrified at what PPH is doing. I have been working on the platform since 2013 and of all the disappointments and poor customer service they have thrown at us, this is the worst.
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Just when they sort out their commission system, they introduce another policy which is utterly infuriating and totally to the detriment of sellers who are keeping them in business - it's relentless!
Have they actually detailed anywhere what these security/fraud/laundering checks are (that they have never felt the need to do in all the years they have previously been operating)? It's just another way for them to squeeze a bit more cash out of what already must be a pretty healthy cash cow - are they earning interest on money in escrow? Presumably... Are they investing it elsewhere? It all seems so shady, and as a freelancer, it's an incredibly inconvenient way of managing my finances.
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Who knows!? My cash cleared eventually on Saturday from 16th June!
I personally think there is something amiss here. We are at a time when the outsourcing/freelancing/working remotely arena is thriving but they are averaging 3500-4000 active jobs at any time now, compare this to last year and maybe two years ago it was 7000+, logically you would expect their jobs to be increasing not decreasing at this time.
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Hello all on this thread- I hope you don't mind but I have written an 'open letter' to PPH here, would love it if anyone could read and comment: https://support.peopleperhour.com/hc/en-us/community/posts/4403556666001-An-Open-Letter-to-People-Per-Hour-Please-Comment-Below-on-Payments
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Hi every one 100% same situation of me like Meri its time no body can think how much i disturbed and rent food bills all are pending My Son birthday i can not celebrate in a simple way with a cake what PPH doing with us and they given the reason is very ridiculous and nonsense .they are cheating with us they dont think what they are doing with us and when contact CS then responded very rudely and angry on us i was given 5 star ratting on trust pilot with good comment but last night i change my reviews as well with one star and record my protest because i dont see any forum where i record my protest and i seen many of other freelancer as well ,so all those comment here please record Your protest on trustpilot as well and if found any other forum please tell every freelancer as well then they also do.
please pph administration try to understand every freelancer position other wise You will lose all the work freelancer and Buyer as well .
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