No clarity or escalation regarding ongoing account restriction

At the beginning of this year, I missed a payment on my PayJustNow account. Following this, my purchasing ability was restricted to one active order at a time. I understood and accepted this, as I appreciate that a missed payment may affect an internal risk assessment.

My concern is what has happened since.

For approximately the past 6–7 months, I have made my payments consistently, yet the restriction remains in place. I have contacted PayJustNow several times simply trying to establish how long the restriction will remain and what is required from me for my account to return to its previous standing.

Unfortunately, nobody seems able to answer these questions.

I am repeatedly told that the process is “automated” and that the restriction is based on an “internal risk management decision.” When I ask whether the matter can be escalated to the relevant risk department, or to someone who can provide greater clarity, I am simply bounced between agents on the chat without any meaningful resolution.

I am not disputing PayJustNow's right to manage its credit risk, nor am I demanding that the restriction be removed simply because I want it removed. I am asking for transparency about the process.

After 6–7 months of consistent payment behaviour, surely a customer should be able to establish whether their account is periodically reassessed, what factors are considered in that reassessment, and whether there is any approximate timeframe or process through which the restriction can eventually be lifted.

If the decision is entirely automated, there should still be someone within PayJustNow who can explain the policy governing that automated decision. “It's an internal risk decision” cannot be the end of every enquiry, particularly when there appears to be no escalation pathway available to the customer.

I would therefore appreciate a response from someone with the appropriate authority who can clarify:

Whether my account is periodically reassessed following the missed payment; Whether there is a defined period of satisfactory payment behaviour before restrictions may be reconsidered; What, if anything, I need to do for the restriction to be lifted; and How I can have this matter properly reviewed rather than continuing to be passed between chat agents.

I accepted the consequences of the missed payment. What I am struggling to accept is an apparently indefinite restriction with no explanation of the way back from it and no meaningful escalation process when I ask for clarity.