Skrill USA, Inc.

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.As we understand your...

complaint, you are unhappy about the fact that Skrill discontinued its business relationship with you and reversed some of your recent incoming payments.You opened your Skrill account on July [redacted], 2016, thereby agreeing to Skrill’s General Terms of Use ([redacted]). On December [redacted], 2016, following an internal audit of your account, Skrill decided to discontinue its business relationship with you – we reversed four payments in the amount $130.43 that you received from four Skrill customers on December [redacted] and [redacted], 2016, after which your Skrill account was closed.Having carefully considered the circumstances of your complaint, we can confirm that the aforementioned actions are in line with Skrill's published policies. Relevant sections of Skrill’s General Terms of Use (h[redacted]) are quoted below for your convenience:Quote 10.2. You should be aware that receipt of funds to your Skrill Account does not necessarily mean that these transactions cannot be reversed. We reserve the right to reverse a payment in case the payer or the payer’s bank or payment service provider has charged back or otherwise reversed (or is reasonably likely to charge back or otherwise reverse) an upload or other payment which was used to fund the payment to you. […]11.6. If you conduct or attempt to conduct any transaction in violation of the prohibitions contained in this section 11 or without the necessary approval under section 11.5, we reserve the right to: reverse the transaction; and/or close or suspend your Skrill Account; and/or report the transaction to the relevant law enforcement agency; and/or claim damages from you; and charge you an administration fee of up to 150 EUR in case we apply any of the above.[…] 17.4. We may at any time suspend or terminate your Skrill Account without notice in case:17.4.1. you breach any condition of these Terms of Use or any other condition applicable to specific services covered by separate terms and conditions; 17.4.2. you violate or we have reason to believe that you are in violation of any law or regulation that is applicable to your use of our services; or 17.4.3. we have reason to believe that you are in any way involved in any fraudulent activity, money laundering, terrorism financing or other criminal activity.UnquoteBe advised that due to compliance restrictions applied on Skrill, no further information regarding our decision and the adjoining actions can or will be provided to you. 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 own investigation and help resolve the matter in full.We realize that this response is likely to come as a disappointment to you, but hope that you will understand our position and accept our apologies for not being able to provide you with a more positive one at this point. If you are not satisfied with our final response for any reason and you believe we have violated our mutual contract in any way, you can choose to escalate your complaint further to any competent authority you deem fit for this purpose.Yours sincerely, Skrill Complaints Department

Revdex.com:
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,
[redacted]

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.I would like my complaint withdrawn.
Sincerely,
[redacted]

Revdex.com:
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]
 Skrill did not  mentioned any terms of condition I violated. They only mentioned their right to closure of account. What did I do wrong, apart from them taking my money illegally.   I want my money back please. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

 I will never be satisfied with their response until they issue a refund using some method other than giving them my banking information.  I do not trust them as a company.  They are surely betting on the fact that I will not give them my banking information as extra income (along with any other former customers).  Their request is dishonest and unreasonable since there are any number of other similar companies that would be happy to issue the refund using some other method.  Why would they be restricted from issuing a check or sending payment via [redacted]?  Makes no sense. We have gone back and forth on this ad nauseum.  The Revdex.com might as "[redacted]" because I won't be satisfied until a refund is issued using some method other my bank account.  Do we really need to keep going back and forth on this?  Y'all know my position and it is not going to change.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],We are sending this email in response to your complaint about the currency conversion related to certain payments made by you recently. 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.Reviewing your case in detail, we noticed that you processed a transaction from your account with [redacted] to your Skrill account on * July 2017 in the amount of 8000 EUR. On ** July 2017, after the transfer in question was accounted in your Skrill account with all involved charges, you received another payment from [redacted] for the same amount. Both payments were made as per your instructions to your Skrill account with email address [redacted], which has been registered back in February 2017 with CAD as desired currency. We can confirm that the transactions have been executed by the merchant in EUR and the currency conversion was result of the difference between the original currency of the sent funds and the currency of your Skrill account. The relevant articles from Skrill’s General Terms of Use are quoted below for your convenience:Quote: 10.5. The receipt of payments is subject to fees and currency fees, depending on the type of payment you receive and the type of Skrill Account you have. Please see section 14 for details. […] 14.3. Your transactions may be subject to currency conversions. If you make a payment from your Skrill Account denominated in one currency to a Skrill Account denominated in another currency, you will be asked to either make the payment in the currency of your Skrill Account or in another currency.[…]14.4. For every currency conversion, we will apply our then current wholesale exchange rates which are updated regularly. Changes in these exchange rates may be applied immediately and without notice. We apply a foreign exchange fee, which is displayed in the "Fees" section of the Website and which is expressed as a percentage applicable in addition to the transaction fee. UnquoteWe want to note that the above-quoted terms apply for all occasions where funds are being processed through Skrill’s system, regardless if it is a transaction made from a merchant to a personal Skrill account, or it is a payment transferred between two personal accounts in different currencies.   Thus, after taking in consideration all circumstances surrounding you case, we are satisfied that the matter has been handled correctly on our part and in accordance with our published policies. That being said, we do not believe there are grounds on which your request for compensation should be honoured.We realize that based on your experience with other similar businesses, you might have had certain expectations of how Skrill’s system works. Still, we hope you would understand that different payment processors’ systems behave differently in terms of setup and functionality, so we encourage you to refer to the ‘Help’ section on our website or contact us directly whenever you are unsure of how certain process works as we will gladly provide explanation to the maximum extent possible.We would like to take the opportunity to apologize for any inconvenience you might have experienced. We hope that you would consider using our services in future despite your recent experience.   Kind regards,Skrill Complaints Team

Revdex.com:
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:

 Excuse me but this is a 20 year old hosting company with no history of fraud or abuse, etc..    A review of your merchants easily shows many that are actually signifigant risk.  I think you owe use a better explanation than that. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com: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:Firstly, looking at Skrill's so called terms and consitions, there was no provision of charging any customer a fee of 150 USD (which is fraud). What if such as person does not have such amount of money in the account. That been said, SKRILL has mistakenly levvelled false allegations on me because I have not engaged my self in any fraudulent act and have explained all I can do them.Skrill should be specific, what is my real offense and stop quoting its braod laws, I provided my details and ID and sudenly I am fraudulent, all money paid to that account, I can provide contact details of the company who sent these money for verifications if Skrill needs them to clarify that I do not engage in any fraudulent acts.I am still seeking that Skrill pays me all money paid to my Skrill accout and after then, if they do not want to continue business with me, fine. But, I need my MONEY. I am been chased up and down because of debts I owe which that money would be used to clear.Skrill in their Terms also states thus which is the basis of my argument:17.1. We may terminate your Skrill Account or any payment service associated with it by giving you two months’ prior notice (I was not given). You may terminate your Skrill Account with us at any time. Different termination provisions may apply if you use your Skrill Account for commercial purposes as set out in section 4.7 above.17.2. Together with a termination notice or at any time thereafter we may give you reasonable instructions on how to withdraw remaining funds.(So, why have I not been given these instructions and my money provided to me?)Like I stated before, there was no area in these Terms that SKRILL stated that a fee of $150 would be deducted from a Custiomers' account!!!!!Hope this serves and I beg Revdex.com to please help me get my funds from SKRILL who want to dubiously STEAL them. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,
[redacted]

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]

Dear [redacted], We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com on or around October *, 2015. Please note that your case has been passed 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. While reviewing your complaint, we noticed that your Skrill account has been temporarily suspended on October *, 2015 due to multiple unsuccessful attempts to confirm your registered date of birth. The account has been automatically blocked as a precaution and to protect the funds on it in case of potential security breach. Please note that according to our Terms of Use, customers must provide accurate information upon registration and any time thereafter to ensure proper service delivery. Skrill may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence. Our record shows that on * October you submitted to Skrill a copy of your identification document to confirm your identity and have your wrongly registered date of birth updated. The Skrill team needed technical time to review your request and perform the required changes so on October *, 2015 we updated your details and reactivated your Skrill account accordingly. Since then, your account balance has been at your disposal and you have been notified accordingly. Still, we acknowledge the fact that your initial request could have been handled in a more timely manner. We kindly apologize for any inconvenience caused on our part. As a compensation, we will process a courtesy credit to your Skrill account in the amount of $10.00 within the next 24 hours. The amount can be spent online or sent to a friend in case you decide to continue using our services. As requested, we have now refunded the card deposit you made on October *, 2015 and transferred the amount of $ 29.85 back to your Visa [redacted]. Depending on how quickly your bank or card issuer displays transactions on your account and how you access your statements, this refund can take anything from a few hours to a few days. We hope that we have managed to address your concerns in a satisfactory manner and that 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 using our contact page ( [redacted] ) as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. Yours sincerely, Skrill Complaints Department

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

Dear [redacted],We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference # [redacted]As previously advised your case has been referred to the Complaints Department of Skrill for further review and response. As we...

understand, you are unhappy about the fact that your Skrill account balance was depleted by fees and you have requested from Skrill to refund you in full.Further to our recent communication regarding the matter, we wish to confirm our position that all service fees have been applied correctly and in accordance with our published policies. Nevertheless, 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. We would like to confirm that we have now transferred the amount to your registered bank account and you should receive it within the next 2-5 business days.Should you have additional questions or concerns, please feel invited to contact the Skrill Help Team directly via our on-line contact form. Yours Sincerely,Skrill Complaints Department

Revdex.com:
I was finally able to access my deposit. I am zero impressed by the slow response of this company. 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]

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

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

were in a contractual relationship with Skrill Ltd. and not Skrill Inc. As we understand, you complain about the fact that your Skrill account has been closed and several of your recent incoming payments reversed. You want to be accordingly reimbursed for those reversals in the amount of $319. Following a thorough investigation of the circumstances surrounding your case, we have come to the conclusion that your case has been handled correctly on our part and that Skrill has acted in accordance with its published policies. In particular, please note that the reversals in question were performed as per section 11 of Skrill’s General Terms of Use, and your account has been closed in accordance with section 17 of those terms. Therefore, while we realize the seriousness of your concerns, we would nonetheless like to inform you that Skrill will not be cancelling the reversals of your recent incoming payments and will not be reimbursing you for those reversals as you have requested. We realize that this response is likely to come as a disappointment to you and would like to apologise for being unable to provide you with a more positive and elaborative one. We hope, however, that you will understand our position and respect our decision to discontinue our business relationship. If you are not satisfied with our response for any reason and believe we have violated our mutual contract in any way, please refer to section 20 of Skrill’s General Terms of Use for more information on the escalation path. Should you wish to contact us directly, feel free to do so via our on-line contact form: [redacted]. Yours Sincerely, Skrill Complaints Department

Revdex.com:
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, [redacted]...

[redacted]

Dear [redacted], We would like to kindly remind you that Skrill's position regarding the matter has been set out in full in our previous correspondence.  To date we have not received any document containing your bank account details, thus we are unable to process your balance further due to the limited information we have at hand, and the fact that we can only transfer your funds to a bank account in your name as per our General Terms of Use. As previously stated, withdrawals via check, [redacted], [redacted] card, or other methods different than bank transfer are currently not supported for Skrill users in USA. That being said we can confirmed that Skrill acted in accordance with its published policies. In case you are not satisfied with that response and think that we have violated our mutual contract in any way, feel free to escalate your complaint further to any competent authority you deem fit for this purpose. Best regards,Skrill Complaints Department

Dear [redacted],    We are writing in response to your complaint to the Revdex.com against Skrill USA Inc which has been referred to us recently. We would like to welcome this opportunity to investigate your concerns and address them accordingly.As we understand your...

complaint, you are unhappy about the fact that Skrill discontinued its business relationship with you and reverse certain payments received as result of money transfer from another Skrill account. As a settlement, you want from Skrill to refund you in full.You opened your Skrill account back in July 2015, thereby agreeing to Skrill’s General Terms of Use [redacted]. On ** November 2016, following an internal audit of your account, Skrill decided to discontinue its business relationship with you. The available balance has been returned back to the original senders of the funds, after which your Skrill account was closed.Having carefully reviewed the circumstances surrounding your complaint, we are satisfied that in making the decision to discontinue its business relationship with you and return all received payments, Skrill acted correctly and in accordance with its published policies. In view of this, we are unable to uphold your complaint and refund the namely payments. The above actions have been taken in accordance with sections 7.3 and 11.3 of Skrill’s General Terms of Use [redacted] Furthermore, we are not in a position to communicate in more detail or otherwise disclose any additional information related to our internal audit due to compliance restrictions applied on Skrill. 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.We realize that this response is likely to come as a disappointment to you, but we hope that you will nonetheless accept our apologies for not being able to provide you with a more positive or elaborative one at this point and respect our decision to discontinue our business relationship.Kind regards,Skrill Complaints Department

Dear [redacted], This email comes in response to your complaint against Skrill USA, Inc. about an unauthorized card charge of $23.99 that you claim to have occurred on or around July **, 2015. Skrill USA, Inc., a Delaware corporation with its office at [redacted]...

[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. [redacted] brands such as [redacted] and [redacted] are just some of the merchants who use our platform to accept payments online. While we do not have an account in our system registered in your name, 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 details. Note that a card transaction cannot be processed by Skrill unless the consumer provides the full card number, expiry date and cvv number, i.e. details that only the card holder and the card issuer would normally be aware of. In 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 details about the payment including but not limited to who was the intended recipient and what was the IP address the transaction was initiated from. Similar information, collected by Skrill in its capacity of payment processor, can help the competent authorities investigate the matter and potentially identify the person who abused your details. In case you decide to further escalate the issue, you may contact your local police or the Internet Crime Complaint Center ([redacted]) a partnership between the FBI and the National White Collar Crime Center. In order for us to identify the disputed transaction and provide additional information about it as well as attempt to reverse it, we will need the following information from you: - full name of the card holder - card type - the first four and last six digits of the card As an alternative, you may consider requesting further assistance from your bank directly. Please 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 transactions. Note 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. Should you wish to contact us directly, please use our contact form [redacted] quoting the reference number issued by the Revdex.com – Revdex.com Ref [redacted]. You may also contact us at [redacted] or write to: [redacted]
[redacted]
[redacted]
[redacted]
[redacted] We hope you will find this information useful and look forward to hearing from you soon. Best regards, Yavor I[redacted] Skrill Complaints Department

Dear [redacted]We are sending this email in response to your complaint about the situation with your account concerning the verification of the e-wallet and the processing of your funds. 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.After reviewing the case we can confirm that your Skrill account had to be verified manually upon documents, due to discrepancy between the personal detailed submitted in our system by you upon registration, and the actual personal details confirmed by you during a recent communication.The case has been escalated to our verification team, resulting in successful verification of the account on ** August 2017 and as we are pleased to see- in successful withdrawal of your full balance on the same day towards your bank account. Considering the latter, we believe the case has been brought to a close. If this is not the case and/or you wish to raise any additional concerns regarding the matter, please feel encouraged to contact us directly with more information as we would be happy to re-open your case, re-investigate the issue based on the additional information provided, and help resolve the matter in full.We would like to take the opportunity to apologize for any inconvenience you have experienced. We hope you will consider keep using our services despite your recent experience, and we will be glad to continue doing business with you.Kind regards,Skrill Complaints Department