Unable to relaase all funds from same payment and unexpected fees charged

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Rachel

I am a freelancer based in the UK - I have recently completed two projects for similar amounts of payment for the same buyer in the Bahamas who paid in US dollars.

For the first project at the begining of December the money was able to been withdrawn easily and there were no extra fees involved.

The second was paid in January - on my payments page PPH are only letting me withdraw half the money saying the rest has to be used for payments on the site which is useless to me as I I only a freelancer, not a buyer.

Secondly, they are charging a fee for it to be withdrawn as it is not in pounds.

How can I get two completely different outcomes for almost the same payments from the same person in the same currency?

PPH have not responded to my last few questions.

Has anyone experienced a similar situation, if so, what did you do?  Thank you very much

 

 

 

 

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  • Official comment
    Community

    Hi Rachel, thanks for your message and sorry to hear you're having some trouble. 

    To confirm, your money can be withdrawn once the clearing period has passed. After this has taken place, we need 2 working days for your withdrawal to be processed by the payments team. You can read more about this process here.

    If you are withdrawing funds that are USD to a UK account, you will incur fees to do so. To not incur fees, you'd need to withdraw these funds to an American Bank Account. This is mentioned in our T&Cs which you can read more about here. As your first withdrawal was made in GBP, this is why you haven't incurred any charges. 
     
    You can avoid incurring withdrawal fees by converting USD to GBP before withdrawing to a UK bank account, however, you would still incur a conversion fee. 
     
    Additionally, we're sorry to hear that you're experiencing a long wait time and your query hasn't been answered. We've had a look into this and can see that you've been in touch multiple times. I'm afraid, due to how our internal system works where tickets are sorted based on the date of a customer's last reply, this has pushed your query to the back of the queue. 

    This, combined with no weekend cover, has unfortunately caused delays. Please be assured that we have your ticket and a member of the team will respond to you as soon as they are available, but in the meantime, I hope our response provides you with some more clarity. 

    Best wishes, 

    The Community Team

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