I noticed that @Jaedaura shared a similar experience recently, so I wanted to add my own situation here in case others have insight.
My account was temporarily deactivated without notice after a recent sit, and this happened during an active sit and within a week of a confirmed upcoming sit. I’ve submitted a full response along with supporting documentation and am currently waiting to hear back from the resolutions team.
My next sit is scheduled to begin April 17th, with arrival planned for April 16th, so this is a time-sensitive matter. I have not been able to reach out to the homeowner directly, because I no longer have access to messages on the platform.
I’m curious if others who have experienced this can share:
• how long the review process typically takes
• whether accounts are often reinstated quickly in these situations
• and how upcoming confirmed sits were handled during the review
Also, please let me know if there is anything else I should be doing. I appreciate any insights you may have.
Thank you @MaggieUU and just to confirm for @AuntieTara that I have passed this across to the Membership Services team already and am currently waiting for a response.
Not scolding the OP but yet another example of why it is imperative to have a route for communication with HOs other than just THS.
@AuntieTara please let us know the outcome here to assist others who may encounter similar situations.
I am doubtful if it has to do with membership fee payment as you wouldn’t have been able to book sits beyond your renewal.but could your payment method on file have expired? (although it sounds more like a complaint was made).
Thank you so much, Sam! I really appreciate you passing this along and keeping me updated. I’ll keep an eye out and look forward to hearing back from the team.
Yes, that’s a great point! I’m definitely taking that as a lesson moving forward to ensure I always have an alternate way to stay in touch outside the platform.
Yes, there was a complaint from a previous sit that I’ve responded to with full documentation. I’ll be sure to share an update here once everything is resolved so it can hopefully be helpful to anyone else who encounters this.
Just to let you know I’ve since heard back from the team and they will be in contact with you soon, so please do keep a look out for an email from them.
Best wishes, I see that all of your previous reviews were fabulous so I hope it’s quickly resolved and you get out of THS suspension ‘jail’ what a horrible situation to be in.
I wanted to share a quick update that the situation has now been resolved, and my account has been fully reinstated.
I truly appreciate those who took the time to offer guidance and encouragement! It meant a lot during the process, and I am grateful for your helpful, thoughtful, and supportive responses.
That’s a great question. In my case, the email I received stated that they aim to reach a resolution within 14 days of the complaint being initiated. I’m not sure exactly when the complaint was formally initiated, but I received notice and my account was temporarily deactivated on April 9th.
I submitted my response and supporting documentation that same day. Now since I have another sit scheduled to begin April 17th with arrival on the 16th, I couldn’t wait for up to 14 days. My situation was time-sensitive, so I posted here in the forum.
And in my opinion, the forum helped escalate the issue and probably contributed to a quicker resolution.
It was due to a complaint filed following a previous sit. I provided a full response with supporting documentation. It’s now been resolved and my account has been restored.
@AuntieTara , and everyone, once a sit is confirmed direct contact information should be furnished, by both parties. If an HO is reluctant to do that then I would consider that a red flag!
@mikomeko I totally agree and in this situation, we had actually exchanged information through the THS messaging platform. However, I had not saved it outside of the app, and did not have access after my account was disabled. So, I will be sure to promptly save that info in the future. As far as red flags, I could write a full blogpost on that topic alone, but I’ll save that for another time.
