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About Me: nss_rba( 0 )

The SAGA of navigating eBay "Customer Support"

9-22-07: I edited my About Me page, but when finished with the editing and upon clicking on the submit button, eBay presented this message (and did not process the changes): [exact message: Your account may have been accessed by a third party. In an effort to protect your account, we have put a temporary block on bidding, selling and the ability to send messages to other eBay members until we can safely restore your account to you. Please click here to go to our Account Security Live Chat service.]
9-22-07:I immediately contacted Account Security Live Chat service, and they assured me that my account was fine, that it had not been accessed by a third party, that the error message was wrong, and they would refer it to their engineers and all would be fine. Wow, I thought, that was easy.
9-23, 9-24, 9-25, 9-26, 9-27: Situation did not change. Hmmm, I thought this would be an easy fix for an 'eBay engineer'.
TO eBay 9-27-07: For some reason your system will not let me modify my About Me page. Instead it gives me a messages about having a security problem with my account. I immediately communicated with Live Help for Account Security on Sept-22 and they assured me that my account is fine, and they would refer this to eBay's "engineers". However, I still can not edit my About Me page....HELP.
FROM eBay's 9-28-07: Thank you for writing eBay in regard to being unable to modify your About Me page. I realize your concern in this situation and be assured that your account is in perfect condition. Allow me to explain you in detail, what can be done in such cases. However, I am sorry for any frustration that may have been caused to you. Please understand that some members are facing similar issues. The information you've provided has been sent to our engineers for further investigation. When site issues do arise, we work to resolve the situation as quickly as possible. This is very important to us, as we want our users to enjoy full access to our site and all of the features available. I do agree that at this time this email has not resolved your problem, but please bear with us till this gets resolved.
I had to scratch my head a bit. Where was the detailed instructions he promised me? Well, at least they admit it is a 'site issue'.
TO eBay 10-1-07: When is this going to be corrected so that I can modify my About Me page? This has been going on for DAYS.
FROM eBay 10-2-07: [exact duplicate of their message of 9-28-07].
TO eBay 10-6-07: I have complained twice, so far, about not being able to edit my About Me page, only to be told both times that "eBay engineers" are working on the problem. Can you please elevate this, because I still can't edit my About Me page because it tells me (falsely) that there is a problem with my account. I am not satisfied with your response to my problem so far.
FROM eBay 10-7-07: [exact duplicate of their message of 9-28-07].
TO eBay 10-19-07: It has now been a full month since your engineers have been looking into why I can't edit my About Me page. Please have a supervisor contact me about this. For the record, when I submit the changes it gives me a false message that my account has been compromised. I have reported this several times, only to be told each time that there is nothing wrong with my account and that your engineers are working on it. For a whole month?
FROM eBay 10-20-07: Thank you for contacting eBay regarding your account. The following information will help you reset a forgotten password and report unauthorized use of an eBay account. (info on how to change my password inserted.)
A complete non-response!
TO eBay 11-1-07: I have been complaining since September that there is something in your system that is preventing me from updating my About Me page. So far, I have been told:
1) There is nothing wrong with your account.
2) There is something wrong, and our engineers are working on it.
3) Reminded how to change my password (as if this were the problem, which it is not).
Yet, six weeks later, it is still not resolved. How can the RIGHT person get a look at this? PLEASE, no canned replies! When I revise my about me page, and after I click the submit button, it does not update my page, but tells me my account has been limited. Contacts with Live Help say my account is not limited, yet the about me update program seems to think it is.
FROM eBay 11-3-07: Thank you for writing eBay in regard to being unable to revise your About Me page.
I sincerely apologize for the inconvenience caused to you due to this situation. We'd be happy to help you, but we need more information about your situation. Would you please send us a detailed explanation of your problem and how we can help you? You might want to include the exact error message which you are getting after clicking on "Submit" button, so that we can investigate the issue and assist you better.
ALL RIGHT! - I finally got to someone that seems willing to help!
TO eBay 11-8-07: Message: You asked for more details, so here they are.... PLEASE help me.
On my eBay id nss_rba I have an about me page. Whenever I try to edit it, after making the changes and clicking the submit button, it does not accept the changes, but instead tells me:
Attention!
Your account may have been accessed by a third party. In an effort to protect your account, we have put a temporary block on bidding, selling and the ability to send messages to other eBay members until we can safely restore your account to you. Please click here to go to our Account Security Live Chat service. {e17607-217820x}
So I chatted with Account Security Live, who assured me thoroughly that there was nothing wrong with my account, and they then transferred me to "regular" live help.
Here is the transcript of that live help session where they state your "engineers" are working on it. However this has been since September, and I don't believe any "glitch" should take that long to fix if they were TRULY working on it.
Transcript from September 22nd starts here:
5:29:53 PM System Initial Question/Comment: ATO Issue 12-34
5:29:58 PM System Thank you for contacting eBay Live Help!
5:29:58 PM System You are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
5:30:53 PM System We appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
5:31:58 PM System We apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
5:32:03 PM System Rudolf V. has joined this session!
5:32:03 PM System Connected with Rudolf V.
5:32:08 PM Rudolf V. Hello, Welcome to eBay Live Help. My name is Rudolf. Please give me a moment while I read your previous chat and concern.
5:34:33 PM Rudolf V. Hi Norm, I am checking to see if there is a problem with this. give me a moment please.
5:34:38 PM nss_rba OK
5:42:33 PM nss_rba Any luck?
5:42:53 PM Rudolf V. I am sorry for the wait. I am testing this from my side on the account. It will take 1-2 minutes more. I appreciate your patience.
5:44:51 PM nss_rba I have other accounts, and while waiting on you, I successfully revised another one's About Me page, so it is something particular to this account.
5:48:03 PM Rudolf V. Thanks so much for waiting! I have checked from my end and also got the same error message from my end. The reason you are facing this problem is because there is a temporary glitch in the system at this moment. I have forwarded your User ID to our engineers for further investigation and to get this corrected soon.
5:48:25 PM nss_rba Will I hear back from them?
5:49:03 PM nss_rba I mean, when will I know I can successfully edit my ME page without just trying it every day?
5:49:08 PM Rudolf V. They would be working on this now and get it fixed for you. You will have to try again after 24 hours and it should get fixed then, do not worry there are no security issues on the account.
5:50:15 PM nss_rba Well, thanks for your help, and I do hope they can get it fixed. It was a bit disturbing to be told there were account access concerns. I also need to be able to revise my About Me page. Thanks.
FROM eBay 11-9-07: Thank you for contacting eBay regarding your account. The following information will help you reset a forgotten password and report unauthorized use of an eBay account.
WHAT??? This is the same thing they sent me on 10-20-07. Frustrated, I waited a while before trying again.
To eBay 11-29-07: Since September I have not been able to modify my 'About Me' page. You keep telling me that your engineers are working very hard on it, but now it is the end of November and I still can not get the page modified. At the last step (submit) it says my account is limited, but live help tells me that my account is not limited. I need help on this. PLEASE do not send me the canned response on how to change my password (like you do half the time). Can someone please look into this?
I immediately got the "Thank you for writing to eBay Customer Support"
FROM eBay Dec-10-07: Exact same message as received on Nov-09 regarding a forgotten password. What the heck?
To eBay Dec-16-07: Wrote again asking for them to correct whatever it is that is preventing me from editing my About Me page.
NO RESPONSE WHATSOEVER as of Jan-16-2008: Does anyone have a contact inside eBay that might be able to help me? Somewhat desperate.
To eBay Jan-17-08: Wrote eBay saying "Please remove the restriction that keeps me from modifying my About Me page. Thank You." I immediately got the confirmation that they received the message ("Thank you for writing to eBay Customer Support.")
FROM eBay Jan-18-08: Exact duplicate of the how to change your password email!!! eBay - your artificial intellegence is flunking out!
TO eBay Jan-18-08: I replied: "Apparently you didn't even read my message to you. I need help, not this totally irrelevant automated response."
FROM eBay Jan-19-08: Got the ***Resetting a Forgotten Password*** message again, ARGH!!!!
To eBay Mar-30-2008 Requested account closure - somewhat expecting them to ask why.
FROM eBay Mar-30-2008 As you requested we have begun the process to close your account. Your account is now blocked from bidding or listing on eBay. However, you can still access your account information to find out if you owe any fees. If you have had recent listings or bidding activity, we require a waiting period of days.
By allowing days to pass we can ensure that all of your transactions have been completed. Once days pass we'll close your account, and you'll receive a final account closure notice. If you have an unpaid balance on your account, eBay will contact you. Once your account has been permanently closed, your contact information, transaction history, and Feedback Profile will no longer be available.
We value your membership in the eBay Community, and we wish we could convince you to stay. A Customer Support representative may contact you to see if there's anything we can do to address your concerns.
As of July, 2008 They never asked.
As of October, 2008 They never contacted me in any way. All they had to do is allow me to edit my About Me page.
Apr-10-2009 I recreated this account and recreated this as my About Me page. So I guess I 'won' after all...and you think eBay's Customer Support is bad now. It has been bad for YEARS.

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