Escalating support issue higher- regarding payouts

[Aimeem]

Hi There, I have been using Shopify since 2018,, and recently decided to try Shopify payments. So I switched off EWAY and gave it a try.

Well long story short, they have had my payouts on hold and despite days of chat support, and apparent "escalation" they still have not been in contact to let me know why.

I have since switched my EWAY payments back on, to avoid any further business disruption.

But now they are sitting on about $700 of my sales money and have not offered any time frame or indication of when this will be resolved. I am just being asked to be patient.

Which I'm sorry is not acceptable. It's so frustrating. Has anyone else been able to actually speak with their so-called " specialist team," or know how to take it to a higher level ?

Thanks,Aimee

[Elias]

Hey, @Aimeem.

Thanks for reaching out and bringing this to our attention. 

If your payouts have been placed on-hold, then we'd recommend checking for any email communications from our internal teams in your inbox or junk folder. These types of emails will contain more insight regarding your payouts and you can reply directly to the email to continue working with the specialized team. However, if you're not seeing any emails from Shopify about the payouts, then it looks like we'll need to access your account in order to get a closer look. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to continue assisting you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request. 

As mentioned earlier, you'll be able to chat with the specialized team directly once they have followed up with you. However, if you still haven't received an email from the appropriate team, then it's possible that we're still waiting on our banking partners to finish reviewing your payments account or there's a higher volume of support requests at this time. That being said, while there isn't a way to get in touch with specialized team beforehand, you can get in touch with us via the Shopify Help Center and we'd be happy to submit an escalation. 

If you have any other questions on this topic, then don't hesitate to let us know.

[Aimeem]

Hi Elias, I have already done everything you have suggested. I've already spoken with Support for 3 consecutive days. The ticket has already been escalated with still no idea what the hold is.  There are no emails (have checked spam ).

This is the same AI stock standard response I am getting. It is not acceptable to keep asking me to be patient without some insight as to how long this process takes. Or at least an idea as to what the issue is. My account steps to set up shopify payments have been verified, you charge my bill every month from the same account and have done so for 6 years. 

I can be patient but not when I have had no real direct communication regarding my specific account issue.  Extremely poor service from shopify, I expected more

[Aimeem]

Also just to be clear I will be contacting the ACCC authority here in Australia to take further legal action.