Cannot change my payout bank account

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I'm switching banks, and to change my bank account for payouts I need to confirm my existing account number. However, the last 4 numbers of the account number shown do not match my actual bank account number, even though I've been receiving payments from Etsy on a regular basis.

I reached out to chat support, they told me that it was a virtual account number assigned by my bank, I contacted my bank and they told me they don't have any type of virtual account numbers, and do not have any agreements with Plaid, so this would have been generated by them. When reaching back out to Etsy about this the chat support person told me there was nothing they could do, I asked to be put in contact with a supervisor to see if they would be of more help, and they ended the chat. Got back in the chat queue and got someone else in the messages, and they said a supervisor would be reaching out via email within an hour, 5 hours later, nothing. Is there anything I can do? Their system is clearly broken.

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I created a support ticket 8 hours ago, just went to check it and it's apparently been marked as completed with no response or resolution? Is this normal?

[CraftyCornishMaids]

from plaid

When you connect to a financial institution via Plaid, you might see what looks like random or incorrect account number information that does not match what you have on file with your financial institution. Some financial institutions, such as Chase Bank, will connect to Plaid via a secure API provided directly by the bank. This secure connection may only supply what is called a Virtual Account Number or Tokenized Account Number (VANs or TANs).

The use of VANs or TANs means your personal bank account number isn't shared with any apps/services; however, some apps/services may mistakenly display the last 4 digits of that Virtual Account Number, which you may not recognize, instead of the account mask -- a field that provides just the last 4 digits of your actual bank account number. 

While you may see a VAN or TAN being used by your app/service, this should not have a direct effect on the status of your transfers, or any money movement activities, and it should not be a blocker for users receiving or sending funds.

If you have questions specific to your account, we encourage you to reach out to your app/service or your financial institution, as they'd be in the best position to assist you.

If you have any Plaid-specific questions, please feel free to reach out to our Support team for further assistance.

If you were verifying via Plaid you would have seen the TAN or VAN number at that time before completing the process.  

You can contact Plaid for help.  There is a support icon on the site,  They helpyou about the VAN/TAN and you can ask them how to proceed with either them or what your bank should help with .

Your bank authorized this.  Etsy did not authorize the TAN/VAN. 

How do I get help if I’m running into an error or issue? – Consumer Help Center

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Hello,

I'm aware of how Plaid works, I've built multiple integrations with it. Not all banks give their own virtual account number, for the ones that do not Plaid generates one, which is never shown to you. Etsy requires this to be entered to change your bank account, and they provide no support when you are unable to remove your bank account to change it.

Point being they should not be asking you for an account number to verify the change if they know you're not going to have that account number, and then have their support double down on it as my bank most definitely does not issue the virtual account number themselves.

As it stands, my primary issue is that I cannot get in touch with Etsy support to get the issue resolved, my tickets are automatically marked completed as soon as they're created, and only response I get in chat is that it's a virtual account number, and that the funds do go to the correct bank account, which has nothing to do with the issue I'm having of changing my bank account

[CraftyCornishMaids]

etsy won't resolve it

Plaid is the one verifying it, so do what plaid says

[PrimFun]

Etsy has to ask to make sure the request is coming from you the owner of the shop.  Otherwise it is easy for hackers to remove accounts and add new ones.

Did you do the manual or the other?  I did the other and had no problem with verifying my bank.  It did not change my account number on Etsy.  It remained the same.  No VAN was given at all.

It sounds like your bank approved the use of a VAN number for use by Plaid no matter what the bank clerk says. Plaid is a higher level security app that lower level employees do not know about.  Look for an old tax form or bank statement/check with the actual account number.  Use that.  If it still refuses to allow then you may need to talk to your old bank along with Plaid to find the complete VAN number that masked the account number.

Take one email and reply back that you still need help.  Ask if you can input the actual account number which should be in Etsy's system.  Ask to talk to someone giving them your phone number or ask for a supervisor.  

This is not the first time this has happened.

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Yes, I understand they need to verify identity to make changes.

My point is that PNC claims they cannot obtain this tokenized account number, I have spoken to multiple people.

Etsy is the one who currently owes me money, I have reached out to Etsy support with no response, and my tickets being immediately marked as completed.

There are other ways to verify someone's identity when one way is clearly not functioning as expected. I have found dozens of cases of people having this exact issue between Etsy and PNC, and the only way they got it resolved was through Etsy removing the account number

[AccessoryForSurepet]

RESOLVED> PNC came through. Call their Online Banking support and ask to talk to their Tier 3 support. They will be able to give you the tokenized account number. Here is their # 800 762 2035