The Sun’s Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.
This week, we helped a man who started selling old clothes on secondhand app Vinted to get his earnings after it failed to pay him.
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I started selling secondhand clothes on Vinted earlier this year. I’ve earned nearly £100 so far, but the app won’t pay me. I’ve been waiting for nearly two months. Can you help me?
– JOHN ENGLAND, Halesowen, West Midlands
You were excited to start selling on Vinted, a second-hand selling site.
You sold items including a polo shirt, shorts and flip flops you no longer wear to help top up your pension income.
Vinted’s terms say sellers will be paid as soon as the buyer confirms they are happy with their purchase.
You’ve had no complaints from buyers – in fact, you’ve got 12 positive reviews.
Yet you’ve been waiting for more than eight weeks with no sign of the £99.60 you are owed.
When you raised the issue with Vinted, it asked to see screenshots of your bank account, as well as a signed letter from your bank manager confirming you hadn’t had the money.
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I’m surprised it put the burden of proof on you – surely it could check its own systems to find out if it had paid you or not?
You willingly provided both documents, yet the payment still wasn’t
made.
You told me: “While it might not sound like a lot of money to some people, it is to me – as it would be to most people in their
seventies”.
Initially, I feared there might have been a mistake in the bank details you gave to Vinted.
But you told me you’re still able to buy things from the site, so those details must be correct.
When I spoke to Vinted, it said it isn’t sure why your pay-
outs hadn’t been going through.
Vinted uses a separate company, Mangopay, to process its payments, and told me that the pair are working together to try to find out what went wrong.
Mangopay chief executive Romain Mazeries said the company aims to take immediate action to fix problems when they arise.
He added: “We remain committed to ensuring that our users receive best-in-class service and support.”
However, after I got in touch, Vinted finally put through your payment to your online “wallet”, which you can withdraw at any time.
You confirmed you’ve now received the money.
A spokesperson for Vinted said: “We apologise for the delay and any related inconvenience caused.”
You were relieved and said the money would allow you to buy yourself some extra treats at the supermarket.
But it turns out you’re not alone in having issues getting paid through Vinted.
It appears dozens more users have been affected, with some sellers waiting months to receive their payouts.
Vinted, which has around 80million users worldwide, told The Sun it’s not currently facing any significant payout issues.
However, it said it is possible that either Vinted or Mangopay experience glitches from time to time and it is actively working to resolve any problems.
Mangopay said an investigation is ongoing and it is collaborating with its bank partners to identify and swiftly address the payment issues.
What to do if you’re having trouble getting paid
If you’re having trouble getting money you’re owed by a company, first get in touch with them to let them know.
Most companies have an online form, chat bot or an official complaints route where you can raise the issue.
For example, Vinted has a form on its “get in touch” page where you can explain any problem you’re having. It says it aims to respond within 24 hours.
When you hear back from the company, make sure to keep a record of any correspondence with them.
If they make any promises over the phone, ask them to put it in writing.
Take photographs of any supporting evidence, such as bank statements showing you haven’t been paid the money.
If you find you’re getting nowhere, you can try escalating your complaint to a dispute resolution service like Resolver.
If the company you’re complaining about is regulated, you can take your complaint to the Financial Ombudsman Service for free.
You can threaten to take legal action through a small claims court as a last resort.
Whether this is worth it depends on how much money you’re claiming for. For example, if you’re claiming for up to £300, the fee is £35 plus interest.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
You can also join our new Sun Money Facebook group to share stories and tips and engage with the consumer team and other group members.
