Withdrawal Processing Delays
I submitted 2 withdrawal requests last week and one yesterday and all of them are now PENDING. This is the second time I am facing delays in a month with no explanation except for "technical issues".
I'm failing to understand why, after holding on to funds we earn for 14 days, a 48 business hour processing period is even needed. Surely any checks and balances can be performed within these 14 days so that once a withdrawal is submitted, it can be released immediately.
What's worse, customer support, while trying to be as helpful as possible, are not able to offer any explanations or give us a timeline for when we can expect the funds to be released.
The system needs to be fixed and fast.
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Official comment
Hi Jasna, thanks for getting in touch and we're sorry to hear you were affected by the delay in your payment being processed. We appreciate that this would have been frustrating to experience, and for that, we apologise.
There is an error in the processing system which is being investigated by the relevant team, we currently do not have any more information. We apologise for any inconvenience caused.
As a rapidly growing business, we have to follow stricter regulations and complete more checks before we can release payments that are made through our platform in order to protect our users. We can assure you that our processes, terms and conditions, and actions, all comply with current law.
The length of your clearing period will be determined by how much you have earned on PeoplePerHour in the previous two calendar months. This ranges from 3 days to 14 days. Following the clearing period, all withdrawal requests will be processed by the PeoplePerHour team within 2 working days.
You will be able to see your current clearing period on your profile. Head to Actions >> View Earnings and go to Control Panel. You can also read more about the different clearing periods and criteria here.
We are truly sorry that you feel let down by our payments process. We're currently looking into your delay and have escalated your current ticket on our system to the appropriate team to investigate further.
Once there is an update about your withdrawal, you will be informed by a member of our support team. Thanks again for your understanding and patience while we work through things.
Best wishes and thanks for your patience,
The Community Team
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Hello Community Team
Thank you for your reply. It is unfortunate that you have not been able to provide any information that would actually answer my queries.
I have withdrawal requests on 24.3, 25.3 and 30.3.
This means I should have had my funds released on the 28.3 and the 29.3 at the latest. The 30.3 is due no later than tomorrow. The same thing happened to me last month which begs the question, "what is going on?"
As far as performing the checks required as per whatever regulations you must adhere to, I have accepted the 14 day waiting period. However, as you are withholding those funds for those 14 days, there is absolutely no need for a 2 days window for processing withdrawals. The checks can all be accomplished in the 14 days the funds are locked in your system and you can automate the withdrawal process so that the funds are automatically processed.
I have now been waiting for 5 working days for one withdrawal and 4 for the other with the third one due in a little over 24 hours. In all the responses to my questions, I am yet to be told when I can expect my withdrawal request to be processed.
Please do something more than offer excuses and apologies.
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Hi Bryan
I don't understand the 14 days needed for clearance but I've learned to budget around this. However, the additional 48 hours is not necessary considering the funds are on hold for 14 days. Any checks and balances can be conducted during those 14 days. OK, if it's only 48 hours, you allow for that in your budget as well. If it comes in earlier, great. But when payments are not released a week after requesting them, it puts many of us in a bind and it's doubly frustrating when you can't get a straight answer or at least a date and time when payments will be released.
I sincerely hope PPH gives this issue their utmost attention to ensure it never happens again. It is torture when you are staring at a pile of bills that you have earned enough money to cover, but can't access the money on time. Not to mention that many companies charge a late payment fee.
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Hi Adam
This is what is so frustrating. We all understand that systems do fail from time to time and errors happen. However, when we are given information that is not vague and in a timely manner, it's easier to remain calm.
I get it! People are emotional when their money is concerned. I've worked in banks and I've seen many people fly off the handle pretty fast. But when you explain the issues to them and give them a timeline for these matters to be resolved, most people will listen. But when you are only told there was an error in processing and we can't give you a timeline, people get frustrated and even angry.
An error in the system or technical difficulties have become the vaguest explanations. These could be a server going down, staff being off sick or a million other things.
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This is nothing new. There is no error they have a target for one month and when they are full with it they stop paying us now its the start of month they will start paying again from monday. They think we are fools to belive that every month end there comes a error. my question is the fund they keep for 14 with them is our money. why arent we are being paid the interest on it. What authority they have to keep our funds.
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i initiated a request on 27th march and still waiting now tomorrow is weekend and monday is bank off in my country so basically i have waited 14 days plus 5 days in processing and then 2 days my bank will take to make it liquid for me so its almost 20 days and there competitor upwrok is doing the same in 2 days. When they decided to put a clearing period from that i am saying it is the beginng of the end of PPH. In term of jobs there is a 75% detoriation in quality jobs and people are just doing repeat jobs here. I wish there there is someone with sanity to look this model back to times it used to be because i have invested lot of time building my profile
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My 14-day clearance period was completed and I requested withdrawal on the morning of December 7, 2023 (Thursday). Today is December 13, 2023. 4 business days (6 days including weekends) and 4 hours have passed since my 14-day clearance period, but my withdrawal request is still in pending status. I wrote to support more than 24 hours ago, they stated that they would get back to me within 24 hours, but even though this time has passed, there is no response. I have been a full-time freelancer for 11 years. I have been doing business on this platform for 3 years. Since we could not earn 6000 GBP or 2000 GBP in the last 2 months, we were even forced to wait for a clearance for a long period of 14 days instead of 3 or 7 days. We tolerated an irrational practice as if the money was cleared more easily when we earned a lot. But isn't being treated like a fool over these 14 days and being kept waiting for more than 2 working days disregarding the rules you set yourself? In this case, aren't you violating the terms of the contract between us? Obviously, you spend more than you earn in PPH, and sometimes the money outflows exceed the money inflows and you don't have the money to pay. But remember, you receive your commission in advance. The money you keep waiting is our money, the money in return for our labor. What a shame... In short, it is a complete disappointment for freelancers like me, who work under difficult conditions and wait for long periods of time to get a reward that is not very high for their labor. There will come a day when we no longer need you, you will need us. Then, even if you apply no clearance period instead of the 14-day clearance period, you will not find us with you. Should we write a collective complaint letter to the regulatory authority you are affiliated with? Tell me, PPH, what should we do?
I just wrote the following article to PPH support. If these problems continue like this, I am thinking of finding the regulatory authority to which PPH is affiliated and writing to them. I'm really tired of this hypocritical treatment that makes me look like a fool. Whatever happens, let it break where it thins!
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Subject: Urgent: Unresolved Withdrawal and Disregard for Freelancer Concerns
I hope this message finds you well. I am writing to express my deep concern and frustration regarding the ongoing issues with my withdrawal request and the lack of response from your support team.
My 14-day clearance period concluded on December 7, 2023, and I promptly submitted a withdrawal request on that same morning. As of today, December 13, 2023, four business days (or six days including weekends) and four hours have passed since the completion of my clearance period. However, my withdrawal request remains in a pending status.
Despite reaching out to your support team more than 24 hours ago, I have not received a response, even though they assured me they would get back to me within that timeframe. This delay is unacceptable, and I am growing increasingly concerned about the lack of communication and transparency in this matter.
I have been a dedicated full-time freelancer for 11 years, with three years of experience on your platform. The extended 14-day clearance period, especially when we couldn't meet the earning thresholds in the last two months, has been a significant inconvenience. I understand the need for security measures, but the prolonged wait is both unjust and contrary to the expectations set by your platform.
Being treated as if the money clears more easily with higher earnings is not only irrational but also goes against the principles of fairness and equity. Moreover, the extended delay of more than two working days after the clearance period violates the terms of our agreement.
I acknowledge the challenges platforms like yours face in balancing expenses and revenues. However, it's important to emphasize that freelancers, like myself, rely on timely payments for the services we provide. The prolonged waiting period, without clear communication and resolution, is both disheartening and unprofessional.
I urge you to reconsider your policies and practices to ensure fair treatment for freelancers who contribute significantly to your platform. If these issues persist, it raises concerns about the ethical standards and business practices of your company.
In light of these ongoing challenges, I am left with no choice but to consider more formal avenues, such as filing a collective complaint with the regulatory authority affiliated with your platform. I believe that addressing these issues is crucial for maintaining a positive and collaborative environment between freelancers and your platform.
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