Bank details issue unresolved after 2 weeks

[paintzbygale]

When I first set up my Shopify platform, I keyed in my husband's business bank details as I thought I needed a registered UEN to operate on Shopify. Later I was told that I do not need a registered business to operate. Hence, I have been trying to change the bank details from my husband's to mine. It has been unsuccessful for over 2 weeks, after liaising with 3 support advisors. I was told that the billing department from Shopify will be contacting me and the case has been escalated but I have not heard from anyone from the billing department. It is so disheartening that the support is so underwhelming. Everyday I am wasting precious time waiting to resolve this issue before I can launch my website. 

[Erin]

Hi, @paintzbygale. Thank you for sharing all of that context. If you've reached out to our support team through the Help Center and have been told that your ticket is escalated you've taken the right steps to get help with this and going forward it's best to wait for a reply. I know waiting is not ideal, but it sounds like your ticket is in the correct place with the correct team so you will hear back as soon as they have completed the work they need to do for your account and are able to get back to you.

[paintzbygale]

Thanks Erin.

Any idea when the correct team will reach out to me? Is it a matter of days or weeks or? Just want to have some expectations when I can solve this in order to launch my site. 

[Erin]

I won't have a timeline to share as it's a separate team that works on this and it depends on a number of factors like the specific work they need to do for your ticket. That being said, I can assure you they will reply as soon as they are able to.

[paintzbygale]

Hi Erin,

Someone has reached out but it has not been fully resolved. I have been told to wait again for another team to reach out to me. Honestly, I had the same issue with Paypal. They reached out in 2 days and asked for documents which I sent and the issue was immediately resolved! For Shopify, it has been almost a month! I am not sure why it is so complicated for Shopify when a payment platform can easily solved it in 48 hours.

[paintzbygale]

Hi Erin,

Noone has reached out to me as yet. It has been a while, any possibility to further escalate this issue? I can't launch my site while continue paying the monthly subscription fee. It's extremely frustrating.

Regards

Gale

[Sophia · Accepted solution]

Hi, Gale. I understand that it can be frustrating to wait, but we will not be able to provide a time frame for a response. Once your ticket has been escalated, you need to wait for a response via email.