Skrill USA, Inc.

Hello,Thank you for working hard for me thus far. I'd like to apologize for any confusion I may have caused not clearly defining what email is associated with my skrill account. The email is [email protected]. I cannot further explain my gratitude for this as this situation has left me distraught.

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 do not trust the company and I am unwilling to give them my personal (sensitive) information by email or over the phone.  We're talking about less than USD 5.00 here and for them to refuse to send me a check or refund my credit card (even better) is unacceptable.
 
 
 
 
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 situation with your Skrill account. 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 are unhappy about the fact that by the time of your complaint you were unable to withdraw your funds to your bank account, and that Merchant Service fees have been deducted from your Skrill account after you have informed us that you do not wish to continue using the business account. Further to your case we want to remind you that by registering your business-type Skrill account, you therefore agreed to our Merchant Terms and Conditions and the applicable fees. In this regard we want to confirm that the mentioned fees have been collected correctly and in accordance with our published policies.Nevertheless, as goodwill gesture we decided to waive the applied fees after your confirmation of account closure, and to return by exception the last two fees applied (i.e. Merchant Service Fees for October 2016 and November 2016 in the total amount of 100 EUR). That being said, your funds are now available for withdrawal to a bank account in the name of your company. Be kindly noted however that Skrill does not work with ICICI Bank, India. We can already see that you have added a bank account with Axis Bank, India to your Skrill account, so if this is a Systron Micronix Corporation bank account, you are free to withdraw your funds there, after which your Skrill account will be automatically closed. We would like to take this opportunity to apologize for any delay and ensuing inconvenience caused. Should you need further assistance, please get in touch. Kind regards, Skrill Complaints Team

Dear Barry Smith,We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com with case reference [redacted].Please be informed that your case has been referred to the Complaints Department of Skrill for further review and response.As we understand your...

complaint, you are unhappy about the fact that after you made two successful card deposits to your Skrill account, you were unable to make a money transfer and you claim Skrill did not follow up with their communication with you about the matter. You want your funds, including any fees charged, accordingly returned to you in full.On July [redacted] 2016 you opened a Skrill account, thereby agreeing to Skrill’s General Terms of Use ([redacted]). The next day you made two successful [redacted] deposits to your account in the total amount of $104.96 (including the applicable deposit fees). Then you made several unsuccessful attempts to transfer these funds to another Skrill user. As a result you have contacted Skrill and you have been informed that confirmation of your personal details has to be performed in accordance with our published policies. Further to this, it should be noted that Skrill has standard `Know Your Customer` verification procedures in place to ensure compliance with applicable anti-money laundering and other regulations. What this means is that customers may be asked to confirm their identity and other personal details at account opening or during periodic reviews. Verifying customers’ identity and ensuring that customers are who they say they are is common practice among financial businesses. This helps us protect customers’ funds and privacy as well as safeguard the integrity of our payment system.We acknowledge the fact that you submitted a copy of your passport on July **, 2016. However, as you have been informed in multiple emails, in order for us to complete the verification procedure and assist you with your failing payments, we are required to perform an address verification as well based on a recent utility bill or other address proof document. As of today, no such document has been provided to us nor have we received a direct request from you to refund your deposits. On the contrary, on July **, 2016 we received a reversal request (chargeback) directly from your card issuer and the two deposits have been successfully reversed and the funds ($104.96) sent back to your [redacted] card by Skrill. 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. To help bring this case to a close, Skrill also refunded the verification amount of $2.42, debited from your card on July **, 2016, and you should receive it within 7 business days.Lastly, it should be noted that as a result of the dispute you apparently filed with your card issuer, your Skrill account is currently restricted for payments. If you wish to take advantage of our services in the future, please contact us directly and further advice will be provided. In the event you wish to close your account, please let us know using our contact form ([redacted]) and further assistance will be provided accordingly.  We hope you will find this response satisfactory and accept our apologies for any inconvenience you may have experienced. In case you have any additional questions or concerns, we remain at your disposal and encourage you to contact us ([redacted]) directly for further assistance.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:

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 knowledge. On December **, 2015 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 America. If 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.g. to 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 [redacted] which is correct for my state. I find it hard to believe that you nor bank partner [redacted] Bank has ever had dealings with Bank of America before and cannot rectify this situation. I 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 account. You are slow to respond to issues (this has been going on 2 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 diligence. I 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,
[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:

You obviously have not verified that the business you are dealing with actually exists. I am out $450 because these jerks advertised as a legitimate business, but they actually did not exist.
 
 
 
 
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:  The banking details which I provided and that are listed in your email are correct. I verified that I provided the correct account number and that the bank incoming routing number is also correct.  Your website is not allowing me to login to use the contact form so I responded to your email directly. To date, I still have not received my money which I withdrew from my Skrill account.  I will also list this response in my Revdex.com complaint for tracking purposes. 
 
 
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] As we understand, you complain that after you received a payment to your Skrill account by [redacted], you were unable to make a money transfer even after providing verification documents which you consider acceptable. Having carefully investigated the issue, we can...

confirm that you are unable to process your funds at the moment due to prior verification requirements you had not fulfilled. 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. In particular, your account was placed under temporary restriction pending such a review due to a failed verification attempt via our automated verification system no 8 September 2017.  As a result, additional documents were requested from you accordingly, so that the verification can be completed. We would like to note that verifying customers’ identity is common practice among financial businesses. This helps us protect customers’ funds and privacy as well as safeguard the integrity of our payment system.We acknowledge the fact that you provided a set of documents confirming your personal and address details. Still, we have to inform you that due to regulatory and other requirements applied on Skrill, we can only accept certain types of identification documents for the purpose of verification, and the provided one did not meet these requirements.In regard to the funds available in your Skrill account balance, in case you have any concerns about completing your account’s verification we would advise you to contact the merchant directly and discuss alternative ways to receive your refund by them. Should we receive an official request by [redacted] to return the funds back to them, we would assist in reversing the transaction.  We hope that in providing this response we have managed to address your concerns in full. We would like to also take this opportunity to extend our sincere apologies for any inconvenience you may have experienced during this process, but we hope that you will understand our position as account verification is standard practice amongst financial businesses and helps them comply with certain regulatory requirements. Rest assured that your feedback concerning the way this situation has been communicated with you has been duly noted and will be used as a valuable learning tool for future service improvement.Should you have additional questions or concerns, or in case you wish to complete your account’s verification by providing an acceptable identification document, please feel encouraged to contact us directly and further assistance will be accordingly provided. 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].We appreciate your feedback and would like to inform you that it has been duly noted to your file.We would also like to confirm that Skrill's position regarding the matter has already been set out in full in our response sent to you via email on ** December 2016.Once again, we would like to confirm that our actions in your case are consistent with our General Terms of Use ([redacted]) which you have accepted upon creating your Skrill account. Section 10.2 clearly states that 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.Also, Skrill’s decision to end its business relationship with you is taken in accordance with section 17 of its General Terms of Use ([redacted]).Having carefully reconsidered the circumstances of your complaint, we can confirm that the aforementioned actions are in line with Skrill's published policies. We hope that you will understand our position as a payments processing business and accept our apologies for not being able to provide you with a more positive response.

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]As a result of all this problem I had to pay several unwarranted fees to the tune of about $25.00.  I believe that this money should be returned to me so that I am not at a loss for the funds.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
This message comes in response to your complaint against Skrill USA, Inc.
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 complaints handling officer at Skrill and have been assigned to consider your case on behalf of our team.
I am really sorry to learn about the unfortunate experience you have had with Skrill recently and I wish to hereby extend my personal apologies for any inconvenience caused. While reviewing the circumstances surrounding your complaint, I noticed that your Skrill account has been temporarily suspended by our team as part of our standard customer verification procedures. As you know by now, 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 and Skrill’s Terms of Use. Further on, I acknowledge the fact that Skrill requested from you a set of documents in order to confirm your account details and these documents have been provided by you in due cours e. However, due to certain miscommunication on our part your Skrill account remained blocked unnecessarily long and you could not access your balance of $5.00 until recently.
While our team always strives to deliver a good customer experience, we sometimes fall short. I fully agree that the experience you had was unacceptable and that your Skrill account could have and should have been verified & unblocked in a more timely manner. I will make sure to follow up with the departments involved in order to avoid future situations like this though I can assure you that these are very few and far between at Skrill. I have successfully verified your Skrill account now and have initiated a full refund to your bank account at Skrill’s expense. The amount of $5.00 should be credited to your bank account within the next 2-3 business days.
I hope that I have been of assistance. However, if you are not satisfied with my response for any reason please do not hesitate to get back to me as I would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. I apologize once again on behalf of our team and I sincerely hope that you will consider using our services in the future despite your recent experience.
Yours 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 am not happy at all. Skrill would have contacted me and told me my fault. I would have corrected it. I sent an ID card, if it does not meet specifications, then do not allow me withdraw my money until I get the one that meets instead of collecting my money. Its not fair at all. I feel I was robbed off my money despite my pleas that my debtors are after my life. I am still begging so that I can pay up my debts
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],This email comes in response to your complaint against Skrill USA, Inc. about three allegedly unauthorised charges from Skrill which you say appeared on your statement on December [redacted], 2016.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. Global e-commerce 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 payments including but not limited to who was/were the intended recipients and what was the IP address the transactions were 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(s) 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 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 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] or reply to this message directly quoting your Revdex.com reference number [redacted].  You may also contact us at +[redacted] or write to:  Skrill USA, Inc. [redacted] 
[redacted] 
[redacted] 
[redacted] We hope you will find this information useful and look forward to hearing from you soon. Best regards, Skrill Complaints Department

Dear [redacted],This email comes in response to your complaint against Skrill USA, Inc. about an unauthorised charge of $75.00 that you claim to have occurred on or around July **, 2016.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. With more than 35 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. We have carefully considered the information received from you but have not been able to identify the transaction you are referring to. In order to initiate a formal investigation into this matter, we need you to confirm the following information:   - original transaction date - original transaction amount - card type - first six and last four digits of your card - transaction reference, if available   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. Where a credit/debit card is compromised and funds have been debited without the card holder’s authorization, standard chargeback procedures apply. To get back to us, please feel invited to use our contact form [redacted] and make sure to provide the Revdex.com case reference ([redacted]) in your email to us. You may also call us on our toll free number [redacted] or mailing address:   Skrill USA, Inc. [redacted] USA   We look forward to hearing from you soon and kindly thank you for your co-operation. Best 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. That is assuming the business continues to engage with me so I can receive my funds. I finally received something other than a template with no instructions thanks to your involvement.  I will make a good faith effort to resolve this with them one more time. Thank you for your assistance. 
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:

As previously provided/submitted proof being the "PayPal Receipt" and also "All Emails" from the 1 and only order I did "Try" to make with this "Company ([redacted]/[redacted])... This "Company" Clearly charged my card!The [redacted] Receipt shows BestHairBuy/PinStyle... The actual Bank charges show as "North Firs"Not only did this "Company" charge my Card once, but they now have charged my card (Which IS currently Closed down down & being Investigated by my Bank) on 3 different occasions (see BOTH Revdex.com Complaints [redacted] & [redacted]) ... Without Requests/Purchases being Made and/or Authorizations... This type of activity is FRAUD!!As of to date, here are the Charges (see ALL Attachments) this "Company" has charged my [redacted] Card... WithOUT my Permission!! 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 DateTypeDescriptionRef.#-Chk.#DebitCredit01/21/2016AtmPAYMENT 9040 01/21 2211 NORTH FIRSEB0121161510$81.6702/16/2016AtmPAYMENT 9040 02/16 2211 NORTH FIRSEB0216161736$129.9902/22/2016AtmPAYMENT 9040 02/21 2211 NORTH FIRSEB0221160642$19.98

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 referred to the Complaints Department of Skrill for further review and response. We respect your...

decision to escalate your complaint to the Revdex.com and would like to take the opportunity to address your concerns accordingly. Skrill is an online payment system that enables businesses and private consumers to cost-effectively send and receive payments online simply by using an email address. We require email verification as a pre-condition for access to any funds received on a given email address. This verification can be completed only if the customer has access to the email in question and uses (clicks on) the verification link sent to that email address by Skrill. In the case at hand and assuming that the flow of events is as described, the third party added your email address and successfully verified it so as to have access to the funds received on it, which means that he must have had access to your email in the first place. Please note that the fact that your email was apparently compromised is something beyond Skrill’s responsibility or control and not a breach of Skrill’s security standards. We recommend you revisit your email security or switch to using a different email addre ss altogether. Moreover, given the fact that the transfer in question was instructed from your freelancer’s account to Skrill by the third party, it seems to be the case that this person had compromised your freelancer’s account on that freelancing website beforehand in order to be in the position to execute the transfer. Again, this is not a question of a breach in Skrill’s security standards and is something beyond our influence or control. We recommend that you contact the said freelancing website to find out more about how you can restore and improve the security of your account with them. Since the funds have been withdrawn, spent or otherwise used before you first contacted us on [redacted] July 2015, we are unable to reverse the payment nor are we in the position to offer reimbursement at our own expense given the circumstances surrounding the incident and the fact that you are not a customer of Skrill. Please note that as a customer of the respective freelancing website, you should have liability coverage on their behalf and the website could and should be able to provide a certain level of protection for your transactions. In spite all of the above, we are perfectly willing to assist and co-operate to the best of our abilities in such cases. We can confirm that we have already removed your email address from the third party’s account, have opened our own investigation on the matter, and have taken appropriate actions against this person. Additional information can and will be provided to the competent authorities upon official request. That being said, you should feel encouraged to request a separate investigation with your local police or the Internet Crime Complaint Center ([redacted]), a partnership between the FBI and the National White Collar Crime Center. To support their investigation, Skrill 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 details and take furt her actions. Whilst we sympathize with the position you find yourself in and realize that our response is likely to come as a disappointment to you, we hope you will understand our position and accept our sincere apologies for being unable to give you a more positive answer at this point. 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]

Dear [redacted],Following up on our previous correspondence regarding your bank wire withdrawal, we would like to once again confirm that our bank partner, [redacted] Bank, has successfully processed your payment as an ACH transfer. Please note that, as shown on our Fees page, ACH transfer is the only type of transfer we offer for bank wire withdrawals in the U.S. Our Fees page forms part of Skrill’s General Terms of Use, which also state under section 8.3 that “Skrill will pay the proceeds of a withdrawal of funds by electronic transfer to an account with a bank designated by the Customer.” This is why, as mentioned in section 3.1, “all customers must…have a bank account at a U.S. financial institution that is accessible by electronic (ACH) debit”. Lastly, it should be noted that in order to execute transfers to your bank account, Skrill relies on the bank account information registered by you in your Skrill account and it is your responsibi lity to make sure that this information is correct, complete, and up to date (section 3.2).Nevertheless, we noticed that despite these instructions, you have registered a routing number designated for wire transfers, whereas, as shown on Bank of America’s website, there is a different routing number when it comes to bank accounts in your state which is used for electronic (ACH) transfers. Hence, this seems to be the reason why your bank is unable to credit the payment in question to your bank account and is asking for a wire transfer quoting a Federal Reference number instead.In view of the above, we believe that Skrill has acted in accordance with its published policies in processing your payment. We have also opened a separate investigation to monitor the situation for a possible return of this transfer. You can also contact your bank for further assistance with facilitating a return seeing as we cannot modify the payment now that it has already been sent and processed on our end.We realize that this response is likely to come as a disappointment to you and would like to apologise for not being able to provide you with a more positive one at this point, but we hope you will understand our position and its limitations in this case.If you have additional questions or concerns, we kindly ask that you contact us directly via our on-line contact form or at [redacted], and we will make sure to address them accordingly.Yours Sincerely,Skrill Complaints Department