Skrill USA, Inc.

Review: I have not used my Skrill account for more than a year, and I want to close it. I have $1.28 in my account--it's not much, but it's still my money. Skrill needed my routing number so that it could do a wire transfer to my banking account, but the bank would charge me $16.50. I requested a check, but Skrill would not send a check. I told the customer service representative to send a note requesting a check to the headquarters, but he would not do it. He presented two options--give him my routing number or re-open my Skrill account, neither of which is feasible to me.Desired Settlement: A check or money order of $1.28 mailed to my residence.

Business

Response:

Dear [redacted] Thank you for your recent complaint against Skrill USA, Inc. We respect your decision to escalate your complaint to the Revdex.com and apologize for being unable to resolve the matter at an earlier stage. As we understand, you are upset with the fact that Skrill is unable to send you a check or money order in the amount of $1.28 after it closed your Skrill account in accordance with your recent instructions. We acknowledge the fact that the balance of your Skrill account at the time you requested closure was $1.28. We also acknowledge that it is your right to be able to access your Skrill balance at any time. Notwithstanding, as stated in our Terms of Use, section 11.1. a customer’s withdrawal of funds in connection with the closure of a Skrill account is subject to the limitations on withdrawal set forth in our Terms of Use. As further clarified in section 8 of our Terms of Use which stipulates the withdrawal of funds from Skrill accounts, customers can withdraw their balance via the options given in their account upon login. You will have noticed by now that Skrill does not support check payments and money orders. Funds can be withdrawn via bank transfer only. Additionally, we have a $4.99 withdrawal fee which is covered in 'Fees' section ([redacted]) which forms part of the Terms of Use you accepted. The withdrawal fee is higher than t he balance of your Skrill account and in that sense, the amount cannot be withdrawn at present. What you can do however is request account reactivation and spend the funds online or send it to someone you know. We understand that this is not the answer you were hoping to receive and we apologize once again for any inconvenience caused. However, we hope you will understand our position as, for all intents and purposes, it consistent with Skrill's published policies that you have agreed to. In the event you decide to reactivate your Skrill account, please feel encouraged to contact our customer support team at [redacted] or +[redacted]. For additional contact options, please visit our contact page at [redacted] Yours sincerely, Yavor I[redacted] Skrill Complaints Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Please clarify something for me....on November **, 2015, Skrill emailed me below:Dear [redacted],We constantly strive to provide the best service to our customers. In accordance to the Skrill USA, Inc. fee schedule, our monthly service fee has been waived for all non-business customers for the first 12 months of inactivity. Since this time period has now passed your account will be charged with 1 USD on **/11/2015. Please log in and use your Skrill account today to continue receiving the fee waiver.As you already know having an account with Skrill gives you a whole range of benefits. Skrill enables any customer to make online payments conveniently and securely without revealing personal financial data, as well as send and receive money online cost-effectively. To learn more about our services, please visit our Skrill website.Kind regards,Your Skrill Team

Does it mean that as long as I check my Skrill account once in a while (without making any purchase or addition), I will continue to receive the fee waiver, correct? If so, how often do I have to check the account until I make a purchase via Skrill? Once I have all the answers, I will be satisfied.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference # [redacted].As we understand, you would like to have more information concerning the application of our monthly service fee.Skrill accounts are free for personal use as long as customers log in and/or make a transaction at least every 12 months. Otherwise, a service fee of $ 1.00 is deducted monthly from the funds available in the Skrill account, if any, until the balance becomes zero or customers log in. Skrill will never debit a customer's card or bank account in order to cover a service fee. Your Skrill account was recently closed in accordance with your instructions and as long as it remains so, inactivity fees will not be applied. In case you decide to reactivate your Skrill account in the near future so as to use your balance, please let us know and further assistance will be provided accordingly. However, please be advised that if customers leave funds in their Skrill account as a stored value balance for a substantial period of time, the funds may be required to be turned over to state authorities under applicable escheat laws. Customers whose balances are escheated can collect their funds by following the procedures set by their own state for finding and claiming unclaimed property.We hope you will find this information useful. Should you have additional questions or concerns, please feel free to contact us directly by replying to this message or via our contact form at [redacted] Yours Sincerely,Skrill Complaints Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have an account on Skrill (Moneybookers) and sold an item on [redacted] on December **, 2014, and payment was made by my buyer in the amount of $217.49 via Skrill. I was told at that time funds would be released in 30 days as was standard for [redacted] payments.

As point of information on 01/**/15 I sold another item on [redacted], and payment was made via skrill again for the amount of $236.00, however the sale was canceled, and I refunded the $236.00 back to the buyer 01/**/2015. I can find no information on the Skrill site that says I must wait 30 days to issue a refund, so I issued the refund.

On January **, 2015 having still noticed a negative balance in my amount I wrote letter to customer service, and received a reply which said even though I refunded money received it still remained in reserve which made no sense. How can skrill be holding money on reserve which has been refunded? Further I could find nothing on the Skrill site which says that even though you issue a refund it is still held in reserve. Nor was I ever notified my personal account, was converted to a merchant account since I don’t have an [redacted] merchant account, nor am I merchant but rather an occasional [redacted]. Also I don’t recall signing or agreeing to any Merchant Terms of Use.

When I called on 1/**/15 I was told don’t worry I would be able to withdraw the $217.49 on 1/**/15, and that the negative balance was more of an internal issue that my account in realty was not in the negativeDesired Settlement: I would like the $217.49 held since 12/**/14 released immediately, so I may transfer said amount to my bank. Further if my account was changed from a Personal account to a Merchant Account I would like a copy of the term of use for Merchant Accounts, an explanation of what qualifies as a personal vs Merchant account, and clear details on how refunds and reserves are handled.

Consumer

Response:

I have reviewed the response made by the business via E-Mail today in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I just feel the need to share my experience with skrill with everyone here so no one goes through the terrible experience I'm going through. I'm a skrill account holder with customer ID (ID: [redacted]). On sunday [redacted] May 2015 I received a message from skrill that my account has been temporarily suspended and that I should send them a copy of my passport. utility bill which I did and also the letter attached to my new debitcard which was sent to me a week ago to verify my address. I sent these on monday [redacted] I didn't hear from them again until I called them after 4 days, a lady told me they need more verification so I should send them copies of my business documents and url which I did, I was told they will escalate it so the security department will release my account and up till now no word. Skrill please tell the whole world what wrong I have done, all my friends that I received and sent money to have their accounts intact so why me, I was told there was no case against me and that it was just a random verification but it's been a week now. I have bills to pay and need to book my flight and pay my accommodation for summer school. I just hope no goes through this terrible experience ever. A closer look at their [redacted] shows you how reviews are disabled and also posts from customers. Anyone using skrill should know that they can lose their funds anytime without any wrongdoing so be careful when using the service because they don't care about their customers at all. I have customer service reps hanging up on me several times because they say I can only call once a day and that there's nothing more they can do about my situation. Read about all their negative reviews below. I will come up with an online petition so that companies discontinue using their service.Desired Settlement: I want to be able to access my funds

Business

Response:

Dear [redacted] We are writing in response to your recent complaint against Skrill Limited referred to the Revdex.com on or around June *, 2015. Please note that your case has been passed to the Complaints Department of Skrill for further review and response. Firstly, we would like to extend our sincere apologies for any inconvenience you have experienced as a result of our decision to discontinue our business relationship with you. Whilst we understand your frustration and realize that the present response is likely to come as a further disappointment to you, we must formally confirm that our decision remains and we will not be able to offer you our services in the future. We have carefully considered the matters you have raised and would like to take this opportunity to clarify our position. Customers who wish to use our payment platform for commercial purposes are subject to specific internal assessment. The same is governed by our approval procedures, risk and security criteria and stands to ensure compliance with regulatory and other requirements. Based on that, we decide if a contract with a seller should be established and maintained, under what conditions and circumstances under which it might be terminated. Business models are carefully reviewed by our assessment department and each case is considered individually, on its own merits, taking into account a number of factors at our sole but reasonable discretion. Unfortunately, we cannot be more elaborative in that respect as information related to our assessment process is considered internal. Needless to say, however, it is a matter for our own commercial judgment to decide who do we ch oose to do business with and under what conditions. We hope you understand our position and will accept our apologies in case your service expectations have not been met. For the avoidance of doubt, customers are using their Skrill account for commercial purposes if they are receiving payments for or in connection with any business activity. Skrill reserves the right to determine whether, in its reasonable opinion, customers are using their Skrill account for commercial purposes. For additional information, please refer to our article 11. of our Terms of Use (https://www.skrill.com/en/siteinformation/terms-and-conditions/). All things considered, we are satisfied that Skrill’s actions in this case are consistent with its published policies. As requested, your account balance has been transferred to your registered bank account on June *, 2015 and money should be credited by now. We appreciate your business and once again apologize for being unable to give you a more positive answer. Kind regards, Skrill Complaints Department

Review: I received an email from as krill stating they would charge my account due to inactivity. I did not even know who they were. Rather than respond to that email I found a number and called them. They tell me I have $47 in that account and they can't close it due to my balance being more than $5. Then they refuse to mail me a check for the balance in my account and say they will send me an email on how to collect the money. The email has you log onto the account but you must verify it is you on the account. I answered the first four questions which were not too personal...but when they asked which SSN was accociated with my name using the first six numbers instead of the last four I stopped answering questions. Who ever asked for the first six always hidden numbers! I want them reported and if they do indeed have some of my money I would like that money returned to me and my account closed without giving them my SSN.Desired Settlement: I would like my money sent to me by check and my account closed with them immediately.

Business

Response:

Dear [redacted] Thank you for your recent complaint to the Revdex.com regarding services provided by Skrill USA, Inc. formerly known as Moneybookers. We appreciate your concerns and would like to take this opportunity to address them accordingly. Skrill is an online payment system that enables businesses & private consumers to securely and cost-effectively send and receive payments online simply by using an email address. With more than 30 million account holders we are one of the largest digital wallets worldwide. Global e-commerce brands such as [redacted] and [redacted] are just some of the merchants who use our platform to accept payments online. Our records show that you have signed up with Moneybookers on June *, 2006 using the email address [redacted] . Your digital wallet account was then funded with a [redacted] (already expired and deleted from our systems) and the amount of $ 47.17 has been added to your balance accordingly. You will have noticed by now that the respective amount has not been used since it was deposited and is still sitting in your Skrill account. However, in order for customers to be able to perform outgoing transactions such as withdrawals, regulation required that we first confirmed their identity. The identity verification our system has prompted you to complete recently is part of our standard “Know Your Customer” procedures triggered by the fact that the account is unverified and you have not logged in to it for a significant period of time. Verifying customers’ identity and ensuring that customers are who they say they are is common practice among financial businesses. This helps us protect clients’ fund and privacy as well as safeguard the integrity of our payment system. Additional information explaining basic facts about our obligations as a payment processor is available in section Money Laundering ([redacted]) and Skrill’s Terms of Use ([redacted]). We appreciate your concerns and respect your decision not to disclose your personal information. What you should be aware of, however, is that Skrill does not support check payments at present and in the case at hand, we can only transfer the funds via bank transfer to a bank account in your name. In that sense, we will still need to collect a minimum amount of information from you in order to process the refund. That being said, please consider providing the following details: - Bank account number - Name of the account holder - Name of the bank and bank routing number (the routing number is the first 9 digits of the number along the bottom left section of your checks) - Confirmation if the bank account is a saving or checking one Once we have the above information, we will go ahead and instruct a payment in the amount of $47.17 which should be completed within 2-5 business days. To get back to us, please use our contact form [redacted] or reply to [redacted] In case you have any questions about our services, please let us know and further assistance will be provided accordingly. Also, if you are not satisfied with our response for any reason, please feel encouraged to contact us directly, as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. We are taking this opportunity to kindly thank you for your co-operation and understanding as well as apologize for any inconvenience our strict security checks might have caused. Yours sincerely, [redacted] Skrill Complaints Department Skrill USA, Inc.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear [redacted], I think their reply is very prompt and thorough but not resolved. The problem is that the first time they asked for the first seven digits of my SSN....which leads me to believe they have my last four and are trying to get my full SSN. This time they are asking for my complete banking information. Would you send them your routing number, bank name, customers complete name and identify it as saving or checking? I asked that my money be returned to me in the form of a check..or put on my credit card..I will not be giving them my routing number or SSN. I suppose they can just keep the $47.17 money. I would give them a credit card number because I can close out the account after I do that. They stated they could not put it on the original credit card because it had expired. Are these people even real? Regards, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry to hear that you are not satisfied with our response. As mentioned in our previous correspondence, the payment methods you are interested in are not supported by Skrill. We should reiterate that Skrill cannot and does not guarantee the availability of a particular withdrawal method and may make changes to or discontinue a particular withdrawal method at any time as long as there is at least one withdrawal method available to you. As previously discussed, we can transfer the remaining balance of your Skrill account to a bank account in your name. You can login to your Skrill account and add your bank details at any time. While we understand that you do not wish to provide personal and financial information about yourself, you should be reminded that by registering with us and accepting our Terms of Use ( [redacted] ) and Privacy Policy ( [redacted] ), you have explicitly agreed to provide such information. If you did not agree with our published policies, you should not have proceed with account registration in the first place as please note that we cannot be reasonably expected to offer proper service delivery and in particular, payout processing, without certain information such as your bank account details. We hope you will understand our position. We are now closing our files on this case. In the event you decide to register your bank details, please let us know so we can initiate the transfer. Yours sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved

I did not register with Skrill. This business has changed hands and I don't believe I ever registered with Skrill. They can just keep my money as that seems to be wiser than giving an unknown business my SSN or Bank Account number. I would have been happy to give them my original credit card information so they could have put that money back on that card but they refused to do that. This all seems pretty shady to me and when I said close out my account they refused because there is money in the account. Does this seem like smart business practices?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had an account already opened from a couple years previous and I never used it. I'm a currency trader so I decided to use it to transfer funds to my bank account and now I realized that was a big mistake! I logged on to the site for the first time in a long time and it tells me to verify my identity which I did with no problem. I transferred $250 from my forex account to Skrill and added my bank info etc. I go to do a withdrawal request and I was denied my withdrawal. I called customer support and a guy answered VERY fast. He proceeds to give me a long list of things I had to do to receive my withdrawal which included sending in documentation. After I made it clear that I already VERIFIED my account he said "It didn't have anything to do with the verification process"!!! Then he proceeded to say that I didn't need to send in any documentation and All I needed to do was change my email address and password.................He told me once I do that then call back to expedite the process. I got off the phone and did it within a couple minutes and called back. The first time I called He answered instantly but whenever I tried to call back NO ANSWER even though I was the FIRST person in que I waited for a loooong time. I still cannot reach them. This company definitely has HORRIBLE business ethics it seems and DOES NOT put the customer first but more like last. I just want my money back in a timely fashion, It's ashame that companies like this make it so hard to trust any other company with handling your funds and now I have to do research on any company I choose to deal with when it comes to money transfer. I read reviews about this company and apparently they have a TRACK RECORD of shady business practices. Just give me what is rightfully mines!Desired Settlement: I WANT MY MONEY!!!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: While I don't recall ever doing business with this company, I received an email requesting me to update my expired credit card information. I sent an email requesting an explanation a week ago, and have not yet received any response. I seriously doubt I ever gave this company my credit card, it seems like a scam to get my credit card detailsDesired Settlement: An explanation for how they have my credit card information in the first place

Business

Response:

Dear [redacted],

Thank you for your recent complaint to the Revdex.com regarding services provided by Skrill USA, Inc. formerly known as Moneybookers.

We appreciate your concerns and would like to take this opportunity to address them accordingly.

Skrill is an online payment system that enables businesses & private consumers to securely and cost-effectively send and receive payments online simply by using an email address. With more than 30 million account holders we are one of the largest digital wallets worldwide. Global e-commerce brands such as [redacted], [redacted], or [redacted] are just some of the merchants who use our platform to accept payments online.

Our record shows that on May **, 2012 you initiated a payment to an [redacted] seller with ID [redacted] for the purpose of purchasing goods/services from them. At the time, you have chosen to pay with VISA [redacted] issued by [redacted] and accepted Skrill’s (Moneybookers’) Terms of Use ([redacted]) as part of the payment process. Having submitted your card details including the card expiry date ([redacted]), Skrill (still Moneybookers at the time) attempted to debit the amount of $15.99 as per your instructions so as to transfer the money to the respective [redacted] seller. However, the payment attempt has not been successful and transaction eventually failed. Common reasons for transaction failure are:

• Card limit has been reached

• Insufficient balance

• Certain restrictions set by the card issuer

As a money transmitter, Skrill(Moneybookers) created a payment profile for you in accordance with its Terms of Use and collected a minimum amount of data in order to process or attempt to process your payment. Despite the fact that your payment attempted was unsuccessful, your profile at Skrill remained active and details on it have been retained in accordance with our Privacy Policy ([redacted]) which forms part of our Terms of Use.

The email message you received recently was an automatically generated notification from Skrill to let you know that your Visa card was removed as its expiry date ([redacted]) had passed.

Your Skrill profile with email address [redacted] is still active and you can add a new card to it so you can make payments online with Skrill. However, if you are not interested in our services you can close your profile online here ([redacted]) or contact us so we can terminate it for you.

We hope that we have managed to clarify the situation and address your concerns in full. However, if you have any further questions please feel encouraged to get back to us and further assistance will be provided accordingly.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received an email from Skrill directed to me by my name and last name, notifying me that my debit/credit card in the account was reaching its expiration date. I had never heard of this company before so I tried to contact the company by phone but all their telephone numbers are disconnected and by responding to their email. I received a second email saying that my email address was not one they recognized.Desired Settlement: I would like to know how Skrill got a hold of my name, email and debit/credit card information.

Business

Response:

Dear [redacted], We are contacting you in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference # [redacted]. We are sorry to hear you felt distressed upon receiving a notification from us via email. As you may already know, Skrill is an on-line payment services provider used by merchants and end customers alike as a more convenient and efficient way to make and receive money transfers on-line. According to our records, on * October 2012 you instructed a payment to [redacted] choosing Skrill (known as Moneybookers at the time) as your preferred payment option. In order to be able to process your payment, Skrill requested certain information from you such as your names, email address, card details, and country, and a guest profile was accordingly registered in our system. Please note that the type of information required to execute the payment depends on the recipient (i.e. the merchant). When your card was about to be deleted from our system, a notification email to this effect was automatically generated and sent to the email address you had registered when making your payment. We hope you will accept our apologies for any distress or inconvenience you have experienced as a result of receiving this notification and kindly ask for your understanding as this is an automated process aimed at keeping our users informed and up-to-date. It should be noted that your guest profile is not an active, fully-fledged Skrill account. We can close it upon your request or you may choose to register a Skrill account on [redacted]. Either way, we kindly recommend that should you wish to get in touch with us, you do so directly via our on-line contact form at [redacted]. You can also use the details on that page to contact us by phone. As for the issues you raised in your complaint regarding our phone service, we can confirm that they have been referred to the relevant department for further investigation and would like to thank you for your feedback. We hope you will find this information useful, and that we have managed to address your concerns in a satisfactory manner. Yours Sincerely, Skrill Complaints Department

Review: I have been trying for over 7 weeks now to withdrawl 2759.68 of funds from my business skrill account number [redacted]. The customer service is very poor and I am never permitted to withdraw or transfer my money. Skrill will not tell me what the problem is, and they seem not interested in helping me resolve the issue so I can withdrawl my own funds. I have been on the phone with them numerous times without any action being taken and most of my email inquiries just get ignored. I am starting to suspect fraudulent activity occurring at skrill. There is no valid reason for a financial institution of any kind to take more than 7 weeks of trying to receive a few thousand dollars of my own money, which they have already verified my account, ID etc. I just want skrill to release MY money in the amount of $2759.68. I have requested online that they transfer it to my personal skrill account number [redacted], which they did not. I got an error message and was told contact skrill. I tried requesting a withdrawl online to my bank account, which they did not complete. I got an error message and was told to contact skrill. After two followup phone calls, they still cannot tell me why they cannot release my funds.Desired Settlement: I just want them to allow me to transfer my $2759.68 to my personal skrill account number [redacted] or to my [redacted] bank account, which I have listed as a bank account in my skrill settings.

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference #[redacted]. We would like to point out that Skrill Inc. and Skrill Ltd. are separate legal entities, and your contractual relationship is with the latter (Skrill Ltd.), and not the former (Skrill Inc.). We are really sorry to hear that you experienced difficulties withdrawing your funds. We can confirm that this was due to a routine security check run by our system at the time, which clashed with your attempts and caused them to fail. You first tried to withdraw your funds on the [redacted] July, and you were notified the following day that the issue was resolved, so you successfully withdrew any remaining balance on your business Skrill account to your [redacted] bank account on the [redacted] July 2015. Hence, it looks like your desired resolution has been reached. That being said, we would like to take this opportunity to extend our sincere apologies for any inconvenience or handling delays you might have experienced. Our team always strives to deliver a good customer experience but we sometimes fall short. We realize that the above issues could have and should have been addressed in a more timely manner. We would like to assure you that this matter will be further reviewed by the appropriate team so as to improve our level of service in the future. If you are not satisfied with our response for any reason, feel free to get back to us, and we would welcome the opportunity to reinvestigate your concerns and resolve the matter in full. Should you wish to get in touch with us directly, please call us on [redacted] or email us at [redacted]. Kind Regards, Skrill Complaints Department

Review: I received a payment into my Skrill account for some freelance work I did. I had an account for a long time (back when it was [redacted]) but never used it. I had my bank account linked and went to try and deposit the money to it once I saw I had received payment. I can't find a way to deposit it. The button to do so is blanked out. I have written support FOUR times to try and get some help or some kind of assistance. The only number listed in the help section overseas so I can't even reach them that way. At this point, my $125 is stuck in some kind of a middleman situation. Help section is useless so I'm not even sure why my money is in limbo. I prefer to be contacted via email.Desired Settlement: I want an answer to my emails and my money to be deposited to my bank account. I have had this account a while and my bank account has been linked. I don't know what the problem is.

Business

Response:

Dear [redacted],

We are writing in response to your letter dated ** September, 2014 about a complaint against Skrill USA, Inc. with the following reference: [redacted].

Skrill’s Statement of the Problem:

Complainant has set up a seller account in our system in November 2011 for the purpose of accepting payments on [redacted]. As an online payment processor, it is our responsibility to process such transactions to customer’s Skrill account and then transfer the received funds to a specified bank account maintained by the customer. [redacted]-related payments are made via credit card and thus pose certain chargeback risk. A chargeback applies when a buyer contacts their card issuer or bank claiming that they have not made the payment to or they never received the purchased goods. If a buyer initiates a chargeback, the requested amount is deducted directly from the seller’s account balance which, if not sufficient, may lead to service disruptions and negative customer experience. For this reason sellers should always maintain a positive account balance and to ensure this, we apply a certain reserve. The reserve is a percentage of the funds that sellers receive that is not immediately available for withdrawal but is blocked for a certain period of time for the purpose of providing a source of funds to pay Skrill for any and all, actual and reasonably anticipated claims, losses, cost, penalties and other expenses. The reserve aims to lessen the risk associated with possible chargebacks and non-delivery claims which our company may be faced with and forced to cover at its own expense if the funds are released straight after the sale. The reserve percentage and the reserve period are determined by the feedback score of the seller at [redacted]. This information is published on our website upon [redacted] activation and any time thereafter. It should also be noted that customers who use their Skrill accounts for commercial purposes are bound by our Merchant Terms and Conditions which, among other things, agrees the account reserve and conditions where it can be applied.

At the time [redacted] opened a Skrill account, her reserve has been set at 100% over 30 days meaning that 100% of the funds received on her Skrill account were to be blocked over a period of 30 days before we transfer the amount to her bank account. Although she has not received any payments until recently, the account settings remained unchanged. It wasn’t until [redacted] wrote to us on September **, 2014 that we found out that she is doing freelance work for a company outside the US and that she is no longer selling on [redacted]. With that in mind, our Risk assessment team reviewed the account and removed the reserve accordingly.

The account balance of [redacted] is currently at her disposal and can be withdrawn in full at any time convenient for her. We are taking this opportunity to extend our apologies to [redacted] for the slight handling delays on our side and for being unable to remove the reserve in a more timely manner. We have been working through a backlog of enquiries and we are now able to respond much more quickly. We hope she will understand our position and consider using our services in the future despite her recent experience.

We hope you will find this information useful and remain at your disposal should any further assistance is required from our side.

Best regards,

Review: I'm a small business owner and use to receive online payments, I have a merchant account with them.

I've had various issues with the support department of Skrill. In short they take a while to reply (sometimes several days, but more often weeks.)

When I finally get a reply it usually contains a standard sentence and is no help at all. If I don't manage to reply within 48 hours(for example due to holidays, or weekend) then my ticket is closed and I need to open a new ticket and again wait for several weeks.

The solution according to Skrill was to "contact them directly". I've tried this by giving them a phone call, but the audio quality of the international phone call was so poor that I couldn't hear or understand the employee at all.

People with a hearing impairment or who's first language isn't Oxford English are out of luck as well.

The other problem I have with Skrill is how they handle (illegitimate) creditcard chargebacks from customers.

1. Skrill doesn't tell me any details about the chargeback. Like the customers exact claim.

2. Skrill charges a 20 euro fee on top of a chargeback, which is outrageous and reminds me of vultures considering I already lost money because I had to pay for the services provided for a client, didn't receive any income from this client and paid transaction costs to Skrill.

3. When there is a dispute regarding a chargeback Skrill doesn't help me at all. They don't keep me informed of the status of the dispute, I don't get any feedback on my end of the story and I'm never asked for additional information or clarification.

4. Even chargeback's which I should have won (from a client in Algeria who ordered multiple 180+ euro services for the period of a year and who then issued a chargeback after using them for over 3 months). I wasn't informed about this until I contacted Skrill again a month later asking about the status of the chargeback. They told me the dispute was lost, I asked them why and how but they couldn't provide me with any information.

When I told them I wanted to dispute the decision of the previous dispute I was told this was not possible, because to much time had passed. Which wouldn't have happened if they kept me in the loop.)

I doubt they even disputed this chargeback with the creditcard company's, more likely they just kept their chargeback fee and forwarded my email directly to the trash bin.Desired Settlement: 1. A way to get in contact with Skrill in a quick manner without having to call. e.g. a skype contact which I can text chat with or an email of an account manager which I can talk to directly and who can get things done.

2. Get rid of the 48 hour policy to answer to tickets or at least extend it to a more reasonable time manner like two weeks.

3. Online ticket system with the option to see and make reply’s to tickets through on your website (emails are not a safe way to communicate due to a lack of SSL across the whole chain of mailservers, and because it could give an easy overview of tickets and their status to your clients and staff)

4. Get rid of chargeback fee’s, it’s outrageous to charge fees for (illegitimate) chargebacks..

5. Help your merchant clients with fighting chargebacks, provide us with the exact details of the customers claim and give us feedback and progress reports on the disputes we make.

6. Provide better support for your clients and allow them to rate their experience and use this for the management of your support staff. (So that the customer experience can be improved and we actually get meaningful and fast replies from the support departments.)

7. Stop being anonymous, the entire staff here seems to have the same email signature. Why am I not allowed to know the name of the person and department with which I’m in contact with at Skrill?

Consumer

Response:

At this time, I have not been contacted by Skrill USA, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Dear [redacted], We are contacting you in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference #[redacted]. First off, please note that you are in a contractual relationship with Skrill Ltd. rather than Skrill USA Inc. and that the Revdex.com is better- suited to facilitating complaints against entities which have been incorporated in the United States of America. Your case has been referred to the Complaints Department of Skrill Limited for further review and response. We appreciate your feedback and are sorry to hear you about your experience. We would like to hereby welcome this opportunity to investigate your concerns and to address them accordingly. As we understand, your complaint is related to a couple of chargebacks which Skrill received in March for payments originally made to your Skrill account under transactions IDs [redacted] and [redacted]. Our records show that you have been notified via email as soon as Skrill received the respective chargebacks on ** and ** March 2015 and we can also see that you have duly asked Skrill to dispute the chargebacks on your behalf. Further to your request, we filed a dispute for both chargebacks on * April 2015. At the time, we sent you an e-mail to confirm the actions taken on our part as well as to let you know that we would re-credit your Skrill account if the objections were to succeed. We understand you are unhappy about the fact that the objections were unsuccessful, that you were not notified of this in a timely manner, and that Skrill did not present you with the opportunity to appeal the bank’s decision. We understand your frustration and realize the seriousness of your concerns. Let us assure you that we appreciate your business and take similar issues very seriously. We always try to resolve problems so we have undertaken a thorough investigation into this matter. Our findings are provided below for your reference. • Although Skrill disputed the respective chargebacks as per your instructions and in accordance with applicable dispute procedures, Skrill has not been informed about the negative outcome of the objections. It should be noted that Skrill, in its capacity of a payment service provider, does not receive information about unsuccessful objections, hence its inability to follow up on the matter with the affected customer. • The reason provided for both chargebacks was “Debit for Fraudulent Transaction” meaning that the original payments were in fact made by somebody else and not the card holder. In similar cases, Skrill does not have the right to appeal the decision once the initial objection is declined. • The chargeback fee you complained of is imposed on Skrill by the bank and is passed to you in accordance with sections 4.2. and 9.4. of the Skrill Merchant Terms and Conditions. Skrill offers chargeback protection whereby such fees could be absorbed by Skrill under certain conditions. For more information, please feel encouraged to contact our Merchant Services department directly at [redacted]. We appreciate that this particular situation has been a discouraging experience on your part but hope you will understand that the respective losses have occurred through no fault of ours. All things considered, we are satisfied that the chargebacks and related fees have been handled correctly on Skrill’s part. We acknowledge the fact that you have raised several other issues related to your overall experience with Skrill including but not limited to the response time of our service team. We normally aim to respond within 24 hours, however, we are currently receiving a high amount of enquiries and though we will make every effort to reach our commitment to you, we may temporarily, be unable to do so. We are taking this opportunity to thank you for your feedback as well as assure you that we will do our best to improve our level of service going forward. Feedback is always welcome and is a valuable part of our business so if you have any further comments or suggestions, please don’t hesitate to get in touch. We hope you will continue to use our services despite this situation and will accept our apologies for any inconsistency of service you feel you have received from Skrill. If you have any further questions about our services and, more specifically, about the handling of chargebacks, please let us know using our contact form ([redacted]) and further assistance will be provided accordingly. Yours Sincerely, Skrill Complaints Department

Review: The company allowed someone to fraudulently use my credit card without the proper security measures. I personally do not have an account with this company. They allowed an individual to open an account with my card information.Desired Settlement: Refund of my money that was fraudulently used.

Business

Response:

Dear B[redacted],

We are writing in response to your letter dated July **, 2013 about a complaint against Skrill USA, Inc. ("Skrill", previously known as Moneybookers USA, Inc.), with the following reference: [redacted].

Customer Information: [redacted]

Daytime Phone: ###-###-#### E-mail: [redacted]

Complaint Involves:

Billing or Collection Issues

Skrill's Statement of the Problem:

Skril! USA, Inc. is a online payment system that enables businesses & private. consumers to securely and cost-effectively send and receive payments online simply by using an email address. With more than 35 million account holders we are one of the largest digital wallets worldwide. Global e-commerce brands such as [redacted], [redacted] and [redacted] are just some of over 130,000 merchants who use our platform to accept payments online.

We have carefully analyzed the circumstances surrounding the complaint of [redacted] and have successfully identified the disputed transaction referred to. Our investigation shows that whoever performed the respective payment, had access to he card details of the complainant s those have been submitted correctly into our system. Details used are as follows:

Name used: [redacted]

Emailaddress used: [redacted]

Card details used: Visa ([redacted]}, full card number, expiry date and CVV number have been confirmed.

The transaction in question has been made from a guest account and sent to the following online merchant who offers intangible goods in exchange for funds sent to their account: www.4games.com . Transaction details are provided below for the purpose of clarity:

ID [redacted] July **2013 03:57:5S (EST) Send Money to [redacted] 48.000000 USO

Since the card payment have been approved by [redacted]'s bank based on confirmation of details only the card holder should be aware of, funds have been successfully debited and instantly processed to the respective merchant. The goods/services offered by the respective merchant have been delivered in real or dose to real time, which is the reason we have not been able to arrange a refund as per complainant's request.

In similar Instances where card holder is unable to recognize a charge on his/her card, yet specific details have been confirmed during the payment process, it is always prudent to check with friends and family members if they used the card on holder's behalf. If the cardholder is certain that the transaction(s) are unauthorized and card details are compromised, he/she should have the card cancelled with the issuing bank in order to prevent additional unauthorized charges. Consumers normally have liability coverage on behalf of their credit card issuers so [redacted]'s bank could and should be able to provide certain level of protection for his transactions. Where funds have been debited without card holder's authorization, standard chargeback procedures apply (if supported by the respective card issuer and subject to the bank's

policies). That being said, we encourage the complainant to continue their dialogue with the bank directly to try to resolve the issue. Should we happen to receive an official chargeback request from the card issuing bank, we will make sure to reconsider our position and proceed accordingly based on the available evidence. It should be noted that no correspondence has been received from complainant's bank to date.

Also, since [redacted]'s details have been compromised outside our system, we are not in the position to further investigate or provide information on the person who allegedly abused his card information. In view of this, we strongly recommend that a separate investigation is requested by the complainant with his local police or other competent authorities. To support this investigation, we will make sure to provide payment details, IP address information and any other financial details collected by us in our capacity of an Online payment processor, which would hopefully allow the respective authorities to identify the person who abused complainant's financial details and take further actions. As a measure of precaution, we have terminated the guest account where [redacted]'s details have been used. Should the complainant have any further questions or concerns in that respect, he is welcome to contact us directly at any time using the contact details available on our website.

Namely,

We hope you will find this information helpful and remain at your disposal in case you need any additional details from our side.

Kind regards,

Review: I have two issues:

1) I attempted to deposit $1200 into my account via [redacted] wire following instructions on the website, and the money never posted to my account.

2) I have $785.47 in my account and cannot withdraw it. When I attempt to withdraw on the website, it just tells me there is an error and the money is not withdrawn.

I have been emailing the Skrill help team for six months and have received no response.Desired Settlement: I want the $1200 that I wired to Skrill USA, and the $785.47 that is in my account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I would like my complaint withdrawn.

Sincerely,

Review: On Feb *, 2014 , I made a cash deposit to my skrill account via my bank transfer verified with skrill. On Feb [redacted] the transfer was posted in my bank account but not available in my skrill account. I contacted skrills customer service via their contact form ticket response # [redacted] questioning the delay in posting my deposit to my skrill account and received a response on 12/** stating that it would have to be handled by a senior member on the deposit issue and will be resolved in 24 business hours. Also requesting I change my email and password along with sending id and address verification due to them noticing strange activity on my account. I informed them I changed my password but not my email address since I was using my primary address to begin with and and if they could provide me with what the strange activity they noticed was, since I was sure it was me because I was having so many issues with the sight from the start. They have not responded. By end of day 12/** my deposit still was not credited to my account I contacted skrill via their contact form again on 12/** my deposit was finally completed. I then tried to transfer those funds to my broker which failed because my account was now frozen. I contacted skrill on the [redacted] along with uploading my id and address verification no response. Contacted again via their form on the [redacted] still no response and my account is still frozen, contacted again on the [redacted] still no response tried to transfer my funds back to my bank account on the [redacted] which now would have cost me a 4.99 fee account still frozen. I want to be able to transfer these funds either to my broker or back to my account.Desired Settlement: According to skrill's policy these funds should have been available instantly (Credit and debit card deposits are instant.

Online bank transfers are instant.) Since my bank transfer was with a bank account I had verified with them when I first opened the account. I want to be able to complete this transfer of funds to my broker as first intended or back to my bank account.

Business

Response:

Dear [redacted],We are writing in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference # [redacted].Please note that your case has been referred to the Complaints Department of Skrill for further review and response. My name is [redacted], I am a [redacted] at Skrill and I have been assigned to consider your case on behalf of our team. I respect your decision to escalate your complaint to the Revdex.com and would like to hereby take the opportunity to address your concerns accordingly. I am really sorry to learn about the difficulties you have encountered while using our services and I wish to hereby apologize on behalf of our team for any inconvenience caused.I acknowledge the fact that your Skrill account has been blocked as part of a routine security check and our team asked you to submit identity/address proof as well as to change your account login email and password in order to have your account reactivated. I noticed that you have fulfilled the majority of our requirements, however, since your email address has not been changed yet, your Skrill account remained blocked until now. To avoid further delays and inconvenience, I have now unlocked the account as an exception so you can continue with your next payment without necessarily changing your email address. The account is fully verified which means you can withdraw your funds to your registered bank account or complete your payment to the intended merchant whenever you decide. I apologize once again for any inconvenience caused and I hope you will consider using our services in the future despite your recent experience. If you are not satisfied with our response for any reason, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. Yours sincerely,[redacted]Skrill Complaints Department[redacted]e: [redacted]t: [redacted] (Mon-Sun 24/7)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought Minecraft for 26.95 and according to the receipt I was to get an email with instructions to access the Paid game. I didn't get one. I looked up info online support page that says it open 24-7 ....its not. No email sent and I can't get my money back until the weekday? What! I used my visa... Mojang Account Receipt: (Reference # [redacted]) has successfully been processed. Wait! You're not quite done yet! Before yo ucan start playing your game you need to choose a player name. We have sent an email to [redacted] which includes instructions on how to do that. It should arrive shortly. https[redacted]Desired Settlement: My money back and for them to correct the problem for other users and to FIX the support page to REFlect what is true...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,