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Looking for manual bank verification without third-party providers (Trustly) - eBay wants to force Trustly (DE account blocked)
Summary: patricjohnny is facing challenges verifying their payout account on eBay due to system requirements to use Trustly, which they refuse for privacy reasons. They seek to manually upload bank documents instead. The discussion reveals that eBay's community no longer offers direct support like before, leading to frustration. miriam@ebay, an eBay team member, clarifies that manual IBAN input is possible without using Trustly, addressing privacy concerns. patricjohnny requests further escalation for a direct solution to avoid Trustly, emphasizing legal obligations for a privacy-compliant process.
Hello dear community,
I haven’t sold anything for a long time, and now I have to verify my payout account again. However, the system keeps forcing me to enter my details into the Trustly form when I do it manually, which I will not do under any circumstances. As soon as I try to enter my bank details manually, I still get redirected to Trustly by the system – I’m not shown an option for test transfers or document upload.
Unfortunately, phone support couldn’t help me because of a language barrier. I would like to upload my bank statement manually (name and IBAN visible). Please enable the document upload field required for this so that the specialist department can carry out my verification manually. If that’s not possible, can I somehow help decide where my money is donated, to a charitable cause for animals, or something like that?
Thank you very much!
miriam@ebay
Hello @patricjohnny - I’ve just checked internally again. You don’t need to log into your online banking via Trustly or provide the corresponding login details. After Find my bank, you can select Ok, I’ve got it on the next page and then scroll down. There you’ll find the option to enter IBAN manually.
In its terms of use, under point 4(f)(ii), Trustly explicitly states that no online banking login details are required for manual entry and that Trustly does not get access to your bank account.
Unfortunately, we can’t arrange a payout without a bank account having been linked and verified beforehand, and I hope this route is a suitable alternative for you to logging in via Trustly.
Best regards
Miriam
patricjohnny
OP6 days agoHello @miriam@ebay
many thanks for the follow-up and for the detailed instructions. I’ll now carry out the process as you described via manual IBAN entry and hope that everything goes smoothly.
Best regards!
miriam@ebay
Hello @patricjohnny - unfortunately, we can’t offer you verification without Trustly. First, the bank details need to be stored so that Trustly can carry out a preliminary check. After that, you’ll have the option to complete the verification either via your online banking or by uploading a bank statement.
The use of third-party providers as part of the verification process is also described in our payment terms.
PS and for clarification: We’re still active in the community as the eBay team and of course we’re reading along too 😊. What has changed is the direct support from our previous Community Support Team. @patrick@ebay , @steffi@ebay and I are still here for you, picking up relevant topics and questions and especially supporting cases that require further internal review or escalation.
@perfect-sally @bootyooty @voli-maus
Best regards
Miriam
perfect-sally
Mentor1 week agoHello @miriam@ebay
we already understood that and think it’s great if you’re joining in. And in this case it’s also clear that you’re getting involved.
But surely we’re not supposed to loop you in for every little thing, like it worked so well with the girls before.
But if you want that, just let us know, though I think then your other tasks will get short shrift because there will be countless mentions.
patricjohnny
OP1 week agoHello @miriam@ebay ,
thanks a lot for the feedback.
So with that, you’re officially confirming that there is the alternative route via the account statement.
However, neither logically nor legally is it clear to me why, for the mere uploading of a document, a 'pre-check' by a third party (Trustly) must be mandatorily placed in front of it. According to Trustly’s privacy policy, this 'check' results in extensive financial profiling, the automatic reading of my account history, and a data export to the USA. For data protection reasons, I strictly reject that.
In addition, the process is technically a dead end: as soon as I enter the data, the system immediately forces the online banking login via Trustly. After that, there is no option left for the document upload. Since you wrote that you help with cases that require an 'internal review or escalation': please escalate my case to the payments specialist department so that the upload field for my account statement is enabled directly and without the detour via a third party.
The only other alternative is the route via legal counsel and the complaint to the (CSSF). Since eBay legally acts as a regulated payment service provider, you are obliged under the Payment Services Supervision Act (ZAG) and European regulations to offer me a data protection-compliant and direct verification route. You may not make the payout of my balance dependent on my having to consent to the extensive privacy policies of a private third party (Trustly).
Thank you!
patricjohnny
OP1 week agoHey, thanks for the feedback. I’m aware that many users help out here, but I also thought that eBay moderators would read and write here too. The phone support has already asked the specialist department to look into my case internally, as long as the language barriers allowed it, since the system blocks manual entry for German accounts and forces Trustly.
Maybe, with the polite request to take up my ticket and have the document upload field manually unlocked by the specialist department, a moderator can pass my concern on (e.g. @miriam@ebay | @elke@ebay | @samantha@ebay bay | @vera@ebay ). Sorry for the inconvenience, if this isn’t official support anymore.
Otherwise, many thanks!
perfect-sally
Mentor1 week agoThere are no more eBay employees here who can read along or whom we can invite here.
voli-maus
Mentor1 week agoHello @patricjohnny ,
the MA are unfortunately all gone. 😢
bootyooty
Mentor1 week agoHey @patricjohnny nobody here can unlock anything for anyone, we are exclusively users like you on eBay.
Unfortunately, there is no support here anymore.
I’d try calling again; eventually there has to be an employee on the line who understands your issue right away.