Skrill USA, Inc.

Dear *** *** Thank you for your recent complaint against Skrill USA, IncWe respect your decision to escalate your complaint to the Revdex.com and apologize for being unable to resolve the matter at an earlier stageAs we understand, you are upset with the fact that Skrill is
unable to send you a check or money order in the amount of $after it closed your Skrill account in accordance with your recent instructionsWe acknowledge the fact that the balance of your Skrill account at the time you requested closure was $We also acknowledge that it is your right to be able to access your Skrill balance at any timeNotwithstanding, as stated in our Terms of Use, section 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 UseAs further clarified in section 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account upon loginYou will have noticed by now that Skrill does not support check payments and money ordersFunds can be withdrawn via bank transfer onlyAdditionally, we have a $withdrawal fee which is covered in 'Fees' section (***) which forms part of the Terms of Use you acceptedThe withdrawal fee is higher than t he balance of your Skrill account and in that sense, the amount cannot be withdrawn at presentWhat you can do however is request account reactivation and spend the funds online or send it to someone you knowWe understand that this is not the answer you were hoping to receive and we apologize once again for any inconvenience causedHowever, we hope you will understand our position as, for all intents and purposes, it consistent with Skrill's published policies that you have agreed toIn the event you decide to reactivate your Skrill account, please feel encouraged to contact our customer support team at *** or +* *** *** ***For additional contact options, please visit our contact page at *** Yours sincerely, Yavor I*** Skrill Complaints Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedThank you for your assistance
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Dear *** ***,
I think their reply is very prompt and thorough but not resolvedThe 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 SSNThis time they are asking for my complete banking informationWould 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 SSNI suppose they can just keep the $moneyI would give them a credit card number because I can close out the account after I do thatThey stated they could not put it on the original credit card because it had expiredAre these people even real?
Regards, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is completely unacceptable as I have complied and provided your company all the information that was asked of me by your website, your app, and your emails to the best of my knowledgeOn December **, in your email you requested: "we kindly ask that you send us a copy of a recent bank statement for the bank account to which you instructed this transfer showing the following information:--account holder names;--relevant bank details such as account number, bank code, etc.;"I provided this information to you and sent you the correct ABA routing number for Bank of AmericaIf you look at the routing numbers FAQ on their website it clearly shows which ABA routing number to use designated by purpose:"Paper Transactions: order checksElectronic transactions: set up direct deposits (e.gto receive paychecks or IRS refunds); make outgoing payments to other financial institutions;Wire transfers: receive incoming domestic or international wire transfers"I was to receive an INCOMING bank wire transfer FROM you so I provided you with the routing number of *** which is correct for my stateI find it hard to believe that you nor bank partner *** *** Bank has ever had dealings with Bank of America before and cannot rectify this situationI have come to accept that you are not looking to help me any further with this problem and based on the number of Revdex.com complaints against your company and the numerous warnings posted on various forums that it is not wise for any customer to open an accountYou are slow to respond to issues (this has been going on months), your app is extremely hindered and limited in functionality, your customer service is completely unreachable by phone, and you seemingly place the blame on your customers for issues instead of performing due diligenceI take relief in knowing that your actions are publicly visible on the Revdex.com website (your D rating is warranted) and that this may deter future customers from dealing with your institution and avoiding losing their hard earned money
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***. As we understand, you complain about two charges to your *** credit card for $and $corresponding to payments allegedly
made via Skrill on January ***, You claim that you did not authorize these payments and want to be reimbursed by Skrill in full.Skrill USA, Inc., a Delaware corporation with its office at ** *** *** *** *** *** ** ***, 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.We are really sorry to hear that you have been charged for payments which you did not recognizeWe would like to confirm that, following a thorough investigation on our part, we were unable to identify such a payment made in our system under the e-mail address mentioned (***) or matching the rest of the details included in your complaint (such as amounts, date, etc.). Judging by the information provided by you it appears that someone who had access to your card details has made a payment via Skrill using your card detailsNote that a card transaction cannot be processed by Skrill unless the consumer provides the full card number, expiry date and CVV number, i.edetails that only the card holder and the card issuer would normally be aware ofIn that sense, you should be informed that if your financial details have been compromised, this has been done outside our system and we are not in the position to investigate how and when did that happen.However, we can provide to the relevant authorities details about the payments including but not limited to who was/were the intended recipients and what was the IP address the transactions were initiated fromSimilar information, collected by Skrill in its capacity of payment processor, can help the competent authorities investigate the matter and potentially identify the person(s) who abused your detailsIn case you decide to further escalate the issue, you may contact your local police or the Internet Crime Complaint Center *** ***) a partnership between the FBI and the National White Collar Crime CenterIn order for us to identify the disputed transactions and provide additional information about them as well as attempt to reverse them, we will need the following information from you: - full name of the card holder - card type - the first six and the last four digits of the card As an alternative, you may consider requesting further assistance from your bank directlyPlease note that card holders have liability coverage on behalf of their card issuing bank so your bank could and should be able to provide a certain level of protection for your transactionsNote that where a credit/debit card is compromised and funds have been debited without the card holder’s authorization, it is prudent to cancel the card or at least have it temporary blocked until the issue is fully investigated. Nevertheless, we remain open to re-investigating your complaint should you wish that we do so and should you be able to provide us with additional relevant information which would help us identify the disputed chargePlease feel free to contact us directly by calling +* *** *** *** or via our contact page: ***
Yours Sincerely,Skrill Complaints Department

Dear *** ***, We are writing in response to your complaint against Skrill USA Increferred to the Revdex.com on or around December **, Please note that your case has been passed to the Complaints Department of Skrill for further review and responseAs we understand,
your complaint relates to a bank wire transfer in the amount of $that you instructed from your Skrill account to your bank account on December *, You claim that although the payment has been requested over weeks ago, it has not been credited to your bank account yetWe are sorry to hear about your experienceWe value all our customers and always try to resolve problems so have undertaken a thorough investigation into this matterAccording to our preliminary findings, the payment has been successfully executed our part and funds left our bank account on December **, We have contacted the processing bank, i.e*** *** Bank to confirm the status of the payment as soon as we receive more informationWith the holidays season upon us, the information we expect to receive from the processing bank may take longer than usualWe kindly ask for your patience and understandingRest assured, if the financial details you registered with Skrill are correct and complete, the funds are either on its way or have already been received at your bank and are awaiting clearanceWhile waiting for the response of *** *** Bank, we would like to take the opportunity to confirm the bank details you have registered with us A separate email will be sent to you so as to ensure that you have instructed a transfer to the correct bank accountAssuming you registered your bank details correctly but the transfer did not reach your bank account within the standard 2-business day timeframe and this was due to an error on our or our bank’s side, we will make sure to compensate you accordinglyWe look forward to receiving your response to our separate emailWe will endeavor to keep you posted on the progress of our investigation and get back to you with additional information as soon as we hear back from *** *** BankBest regards, Skrill Complaints Department

Dear *** ***, We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***We would like to kindly point out that based on the details you registered when opening your Skrill account, you are currently in a
business relationship with Skrill Limited, which is a different legal entity from Skrill USA, IncWe will investigate your complaint thoroughly and get back to you accordingly as soon as we have an update on your case or have achieved a positive resolution to itIn case you find the resolution offered unsatisfactory or if we do not manage to offer you one within the applicable time frames, please feel free to escalate your complaint further to the relevant regulatory body in the UK, as per section of Skrill Ltd’s General Terms of Use, made available on Skrill’s official websiteWe hope you will understand our position, and we remain at your disposal should you wish to raise additional concerns or have any further queries regarding the matterYou can contact us directly via our on-line contact form: *** Yours Sincerely, Skrill Complaints Department

Revdex.com:It's funny that no one at Skrill would respond to any emails or their automated system, until I took action with you
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear *** ***,Having carefully considered the circumstances surrounding your complaint, we are satisfied that the matter has been handled correctly on our part and in accordance with our published policies. Please note that all fees corresponding to your payments have been collected in accordance with our General Terms of Use which you have accepted upon registration, namely: FEESCustomer is responsible for the payment of all applicable feesCurrent fees are indicated on Skrill’ web pageIf Customer is unclear as to any applicable fee, he/she should contact the Skrill Help TeamAll fees are due immediately and are subject to change at Skrill’ sole discretion following the procedure set forth in paragraph […] We want to also note that your request for reversal of the USD send money payment made on * March has been honored and your payment has been returnedWe can see that you successfully withdrew all available funds to your bank account on ** March 2017. While reviewing your request, we want to note that we took in consideration the fact that all fees we collect are available for review in the Fees section on our website, which forms part of the General Terms of UseThe same are also communicated via on-screen messages during the fund transfer processTherefore, it is up to the customer to decide if he/she wishes to complete the transaction after reviewing the terms of the payment provided in respective section of the Skrill account. That being said, we are satisfied that our customers are provided with clear and sufficient information in order to make an informed decision prior to instructing a payment and are able to abandon the process at any time.Notwithstanding, we would like to once again apologize for any inconvenience you have experienced.Kind regards,Skrill Complaints Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Thank you very much for your help and support
Sincerely,
*** ***

Dear [redacted], We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com. Please note that your case has been referred to the Complaints Department of Skrill for further review and response. While we acknowledge the fact that the issue you...

originally complained about has been resolved, we hereby welcome this opportunity to investigate your concerns and to address them accordingly. As we understand, you complain of the fact that your card has been charged for a payment made via Skrill, which you claim you did not authorize. You want Skrill to reimburse you for it in full. Skrill USA, Inc., a Delaware corporation with its office at [redacted], 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. Having carefully considered the circumstances surrounding your complaint, it appears that in July, 2017 someone who had access to your personal and financial details used your card in Skrill’s system. Our records show that this transaction was duly processed by Skrill based on successful confirmation of details only you and your card issuer should be aware of such as your name, full card number, card expiry date, etc. Nevertheless, as soon as you reported the unauthorized activity, our team took immediate actions to reverse the discussed payment, thus the same has been returned back to the original payment instrument on August *, 2017. As card refunds take 5-10 days to reach the beneficiary account, you might not have received the disputed amount by the time you received this email, however the same should be returned by August **, 2017. If this is not the case, please feel encouraged to contact us directly via our contact form ([redacted]) or by calling us on out toll-free number +[redacted], and we will make sure to assist you accordingly. Aiming to prevent fraudulent activity in the future, we have taken measures to ensure that this card cannot be used in our system anymore. What you should be aware of is that since your financial details have been compromised outside our system, we are not in the position to investigate or provide information on the person who allegedly abused your details. That being said, we strongly recommend that you request a separate investigation with the police or other competent authorities. To support this investigation, Skrill USA Inc. will be able to provide payment details, IP and other information which would hopefully allow the respective authorities to identify the person who abused your card details and take further actions. We hope you will find this response satisfactory and accept our apologies for any inconvenience you may have experienced. Yours Sincerely, Skrill Complaints Department

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 responseFirst off, 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 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 merchant 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 choose 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 additional information, please refer to our article 11. of our Terms of Use [redacted]  
Skrill’s actions in this case are consistent with its published policies and while we understand that this is not the aswer you were hoping to receive, we hope you will understand our position. We appreciate your business and wish you success in your venture. Kind regards,Skrill Complaints Department

Dear [redacted],This message comes in response to your complaint against Skrill USA Inc. referred to the Revdex.com on or around July **, 2015.We respect your decision to escalate your complaint to the Revdex.com service. In most cases, complaints do not need to be escalated to that level and...

can be resolved at an earlier stage. However, having reviewed the circumstances surrounding your complaint, we acknowledge the fact that our team could have done better in the case at hand and should have offered you a resolution in a more reasonable time frame. That being said, we would like to take this opportunity to extend our sincere apologies for the delay in addressing your concerns as well as thank you for your composure during your multiple contacts to Skrill. As you might have noticed by now, we have contacted you directly in a separate email earlier today asking you for some additional information regarding the incident so as to be able to complete our internal investigation and offer you a satisfactory resolution. Please feel invited to review our request and get back to us at your convenience. Should you have questions or concerns in the interim, please feel free to contact us directly using the contact details below:Email: [redacted]Telephone: [redacted]Web form: http://help.skrill.com/en/ContactSkrill For the avoidance of doubt, you should note that Skrill USA Inc. and [redacted] are two different entities, and your contractual agreement is with the latter. [redacted] is a company incorporated under the laws of [redacted] and [redacted] with registration number [redacted] and is authorized by the [redacted] under the Electronic Money Regulations 2011 for the issuing of electronic money. For additional information, please refer to our Terms of Use (https://www.skrill.com/en/siteinformation/terms-conditions/) accepted by you upon account registration. Yours Sincerely,Skrill Complaints Department

Dear [redacted],We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com with case reference #[redacted]. Please note that your case has been passed on to the Complaints Department of Skrill for further review and response. We respect your...

decision to refer your complaint to the Revdex.com and would like to hereby take the opportunity to address your concerns accordingly. As we understand your complaint, you are experiencing difficulties linking your personal bank account to your Skrill digital wallet and are so unable to instruct a withdrawal of your outstanding balance. You are also dissatisfied with the application of our monthly service fees. You want to have the latter waived, your balance transferred to your bank account and your Skrill account closed.You opened your Skrill account on January, [redacted] 2015, thereby agreeing to Skrill’s General Terms of Use. Further to our 'Fees' schedule, which forms part of our mutual agreement, 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 (currently at $ 3.00) is deducted monthly from the funds available in the Skrill account, if any, until the balance becomes zero or customers log in. According to our records, you were inactive for over 27 months in the period January [redacted], 2015 – April [redacted], 2017 and were therefore charged service fees for 15 consecutive months. The last inactivity fee was charged on April [redacted], 2017. On April [redacted], 2017, our systems registered a successful login to your Skrill account which ceased the application of the next service fee to your digital wallet for the following 12 months.All things considered, it is our opinion that the inactivity fees have been applied correctly and in accordance with our published policies. Nevertheless, in order to facilitate a more positive resolution to your complaint, we have decided to issue a courtesy compensation equivalent to any and all service fees applied by Skrill. Hence, your Skrill account was re-credited with $ 42.87.Going forward, while reviewing the circumstances surrounding your complaint, we noticed that you contacted Skrill Customer Support on April [redacted], 2017, to report that you are unable to add your personal bank account to your Skrill account. You were then advised by a Skrill representative that we can manually insert your bank account details upon a copy of your bank statement where we can see your names as a bank account holder and your bank account details. This document was requested in line with section 3 of our General Terms of Use and aims to ensure that you are the named holder of the payment instrument to be added, as required by our own policies and applicable anti-money laundering regulations. 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. We appreciate your concerns and respect your decision not to disclose your personal information. What you should be aware of, however, is that Skrill will not be able to manually add a bank account to your Skrill account without performing the necessary checks. In that sense, we suggest the following two options:1. You can try again and add a bank account in your name via the “Cards and Bank Accounts” section of your Skrill account, and we will instruct a transfer to this bank account for you free of charge. If you keep experiencing difficulties in that regard, we advise you to try adding a bank account from a different bank or to send us a screenshot of the error message that you receive so that we can investigate further;or2. We can reverse the incoming payment you received from [redacted] in the amount of $ 324.00 provided we have the merchant’s consent and you can discuss alternative ways of withdrawing your balance with them.Feel free to call us on +[redacted] or email us at [redacted] to let us know which course of action you plan to go for, and we will proceed accordingly.We hope you find the solution offered satisfactory, and we look forward to hearing from you.Yours Sincerely,Skrill Complaints Department

Revdex.com:As accepted by the Skrill they had issues with the ICICI Bank, We suffered owing to that and were left with neither any information in this regard  earlier or any remedy to withdraw funds by other options  resulted in the Monthly Charges, Which Skrill has reversed Partially, We humbly request them to revert all the charges , following of which not been reverted. 
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
As to follow-up this I needed to call them several times resulting in losses and money remained with skrill. So I request to kindly consider and revert the funds above not yet reversed. Secondly as advised by them We have added AXIS bank account, and tried with small withdrawal on [redacted] Nov., 2016 but still the funds did not arrived in our account, waiting to confirm the channel, after that we will withdraw the entire funds.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partly satisfactory to me and the matter required further action to resolve .
Sincerely,
[redacted]

Dear D[redacted], We are sending this email in response to your complaint about unauthorized usage of your credit/debit card through Skrill. We respect your decision to contact the Revdex.com and we are sending you this email in the hope that it will clarify the situation and...

address your concerns in full.As we understand, you complain of the fact that your credit/debit card ending on [redacted] has been charged for a payment made via Skrill, which you claim you did not authorize.As you may already know, Skrill is an online payment services provider authorized by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 for the issuing of electronic money. As such, Skrill enables businesses and private consumers to securely and cost-effectively send and receive payments online simply by using an email address.Assuming your claim is valid, it appears that someone who had access to your card details instructed a payment for $55.00 on 3 March 2017. Our records show that this transaction was duly processed by Skrill based on successful confirmation of details only you and your card issuer should be aware of such as full card number and CVV.We can confirm that we made attempt to reach a positive resolution of your case. However, as the end recipient is a merchant who trades in digital goods/services, whose successful and immediate delivery had already taken place by the time you contacted us to report the matter, Skrill was not in a position to issue a refund on behalf of the respective merchant.Hence, we kindly recommend that you dispute this payment directly with your bank. Card holders have liability coverage on behalf of their card issuing bank so your bank could and should be able to provide a certain level of protection for your transactions. Where funds have been debited without authorization, standard chargeback procedures apply. That being said, we recommend that you continue your dialogue with your card issuer directly to try to resolve the issue. Please feel free to provide this message to them as a final response from Skrill which sets out its position regarding the matter so that they can proceed with assisting you further. It should be noted that no reports or other evidence suggesting fraudulent activity has been received from your bank to date. Should we happen to receive an official chargeback request from your bank, we will make sure to reconsider our position and proceed accordingly based on the available evidence.To prevent fraudulent activity in the future, we have taken measures to ensure that this card cannot be used in our system. What you should be aware of is that since your financial details have been compromised outside our system, we are not in the position to investigate or provide information on the person who allegedly abused your details. That being said, we strongly recommend that you request a separate investigation with the police or other competent authorities like the Internet Crime Complaint Center [redacted], a partnership between the FBI and the National White Collar Crime Center. To support this investigation and upon official request, we will be able to provide additional details such as payment details, IP, and other relevant information collected by us in the capacity of a payment processor, that would hopefully allow the respective authorities to identify the person who abused your details and take further actions.We realize that this response is likely to come as a disappointment to you, but we hope you will understand our position and accept our apologies for being unable to provide you with a more positive one at this point.Kind regards,Skrill Complaints Department

Dear [redacted],We are sending this email in response to your complaint about the situation with your Skrill account. We respect your decision to contact the Revdex.com and while we acknowledge the fact that the issue you originally complained about has been resolved, we are sending...

you this email in the hope that it will clarify the situation and address your concerns in full.Reviewing your complaint, we would like to confirm that you were unable to withdraw your funds at the time of making your complaint due to verification reasons. Namely, customers may be asked to confirm their identity and other personal details at account opening or during periodic reviews in accordance with Skrill’s standard “Know Your Customer” verification procedures. Once the requirements were fulfilled by you, your account was successfully verified, and we confirmed to you via e-mail that you were able to use your funds further. As a result, you made attempts to process your balance to another Skrill account, but our security system did not allow this payment to go through. While we acknowledge the fact that the restriction must have caused inconvenience for you, we also wish to point out that Skrill is a regulated institution and as such we must ensure our services are used in compliance with our Terms and Conditions. To that end, our monitoring systems may occasionally disallow certain payments to be processed. We are sorry to inform you that we are not in a position to communicate in more detail or otherwise disclose any additional information related to the namely restriction due to compliance reasons. Such information is considered internal and can be provided only to the competent authorities upon official request. If we receive such a request, we will make sure to provide any and all relevant information so as to facilitate the respective authority’s investigation and help them resolve the matter in full.Nevertheless, we noticed that you successfully withdrew all available funds to date to your bank account on * March 2017. We also took in consideration your further request for reversal of the 100 USD send money payment made on * March 2017, and in view of the situation we took decision to return your payment. Thus, the balance of 100 USD is now available for you to withdraw as per your request. We would like to take the opportunity to apologize for any inconvenience you have experienced and we hope that despite all, you will accept our apologies and continue to use our services in the future. Should you have additional questions or concerns, please feel encouraged to contact us directly and further assistance will be accordingly provided. Kind regards,Skrill Complaints Department

Revdex.com:
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,
[redacted]  I ended up supplying Skrill with the personal documents they...

needed, even though I didn't like sharing them, and they did allow me to transfer my money to my account. After this experience though I have closed my account with them.