Skrill USA, Inc.

Dear [redacted],
Thank you for your recent complaint to the Revdex.com regarding services provided by Skrill USA, Inc. formerly known as Moneybookers.
We appreciate...

your concerns and would like to take this opportunity to address them accordingly.
Skrill is an online payment system that enables businesses & private consumers to securely and cost-effectively send and receive payments online simply by using an email address. With more than 30 million account holders we are one of the largest digital wallets worldwide. Global e-commerce brands such as [redacted], or [redacted] are just some of the merchants who use our platform to accept payments online.
Our record shows that on May **, 2012 you initiated a payment to an [redacted] seller with ID [redacted] for the purpose of purchasing goods/services from them. At the time, you have chosen to pay with VISA [redacted] issued by [redacted] and accepted Skrill’s (Moneybookers’) Terms of Use ([redacted]) as part of the payment process. Having submitted your card details including the card expiry date ([redacted]), Skrill (still Moneybookers at the time) attempted to debit the amount of $15.99 as per your instructions so as to transfer the money to the respective [redacted] seller. However, the payment attempt has not been successful and transaction eventually failed. Common reasons for transaction failure are:
• Card limit has been reached
• Insufficient balance
• Certain restrictions set by the card issuer
As a money transmitter, Skrill(Moneybookers) created a payment profile for you in accordance with its Terms of Use and collected a minimum amount of data in order to process or attempt to process your payment. Despite the fact that your payment attempted was unsuccessful, your profile at Skrill remained active and details on it have been retained in accordance with our Privacy Policy ([redacted]) which forms part of our Terms of Use.
The email message you received recently was an automatically generated notification from Skrill to let you know that your Visa card was removed as its expiry date ([redacted]) had passed.
Your Skrill profile with email address [redacted] is still active and you can add a new card to it so you can make payments online with Skrill. However, if you are not interested in our services you can close your profile online here ([redacted]) or contact us so we can terminate it for you.
We hope that we have managed to clarify the situation and address your concerns in full. However, if you have any further questions please feel encouraged to get back to us and further assistance will be provided accordingly.
Best regards,
[redacted]

Dear [redacted],
Thank you for your recent Revdex.com complaint and for bringing the matter to our attention.
Your case has been referred to the Complaints Department of Skrill for...

further review and response.
Having carefully investigated the circumstances surrounding your complaint, we would like to hereby confirm that Skrill has successfully processed your transaction to [redacted] on Oct **, 2014 for the amount of $ 33.45 and money has been duly sent to the respective merchant so they could go ahead and deliver the goods/services they were paid for. Since Skrill only acted as the processor of the payment, we recommend you contact the merchant directly to obtain more details about the status of your order and/or to request a refund.
The merchant's contact details are shown on their website [redacted] To help the merchant locate the received payment more easily, please feel invited to quote the following Skrill transaction reference: [redacted] 
In the event that the merchant is unable to deliver the goods/service purchased or issue a refund within 2 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.
Best regards,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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

 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]

Review: On the **/01/2016 at 07:04am, someone logged into my account at Skrill, and made a withdrawal of $145 without my consent. When I received an email about it, I went to log back in, but the system was down.

Since I never shared my information with anyone, plus the down state of the website, I'm positive that the issue was a security breach on their site. A few days after, they included 2-step verification in their website (what a coincidence)Desired Settlement: I desire that the $145 be refunded into my account, since I've been using the website for a long time, and these kind of things are unacceptable.

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com with case reference #[redacted]. We would like to 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, Inc. We 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 it. In 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 20 of Skrill Ltd’s General Terms of Use, made available on Skrill’s official website. We 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 matter. You can contact us directly via our on-line contact form: [redacted] Yours Sincerely, Skrill Complaints Department

Review: I opened a Skrill/Moneybookers account so I could accept payments for [redacted] purchases. I attempted to link my [redacted]/Skrill account but was unable to as the Skrill website didn't seem to provide an option to do so. I contacted Skrill numerous times by email but I was ignored each time ( most recent email was sent 11/*/2014, faxed to the Revdex.com ) I'm hoping they can respond and resolve this issue so I can use them as my [redacted] payment method.Desired Settlement: I would appreciate it if the business would respond/assist, I would like to use Skrill/Moneybookers to receive payments for items I sell on [redacted].

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted]. Having carefully considered the circumstances surrounding your complaint, we would like to hereby extend our sincere apologies for the delay in reviewing your request for accepting [redacted] payments via Skrill and for any inconvenience caused in that respect. We can confirm that your Skrill profile settings have been updated accordingly and you should be able to start receiving payments from [redacted] sales as soon as you go through the [redacted] activation process. A separate email with additional information and instructions has been sent to you earlier today (March *, 2015). If you require further assistance at any time, please don’t hesitate to contact us directly via our contact form ( [redacted] ) and we will be happy to help you. We appreciate your interest in our services and kindly thank you for your patience with our team. Yours sincerely, Skrill Complaints Department

Consumer

Response:

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

[Your Answer Here]

I appreciate that I finally received a response but after writing the email address provided I, once again, didn't receive a response ( 5 days of waiting now, 3 business days ) I'm trying to link my [redacted] account ( cooperstown_collectibles ) to my Skrill account ( [redacted] ) When I attempted to link it I received the following error "This [redacted] Seller ID is already linked to another Skrill account. Please enter your own [redacted] Seller ID". I don't recall having a Skrill account linked to that [redacted] account and that [redacted] account doesn't have any Skrill/Moneybookers tokens associated with it. If this could be corrected ( even if it means closing the account already linked with cooperstown_collectibles ) that would be great. I just want to get this resolved so I can start selling on [redacted].

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

Sincerely,

Business

Response:

Dear [redacted], We appreciate the additional information provided by you. Your concerns have been reinvestigated accordingly. We have identified another account in your name registered in October 2010 with the following email address [redacted] The respective account has been and still is linked to your [redacted] profile cooperstown_collectibles. As mentioned in our previous correspondence, linking an [redacted] account to a Skrill account is final and irreversible on our side so if you wish to use our services as a means to receive payments from cooperstown_collectibles, you will need to use your old account at Skrill (“Skrill” formerly known as Moneybookers). Please note that your Skrill account [redacted] is still active and can be accessed using the password you have selected for it previously. If you experience any difficulties and cannot login, please consider completing our password retrieval procedure on our login page. Note that once you login to your old account, you can add additional email addresses to it. In the event you do not have access to the email address [redacted], please let us know by contacting [redacted] and further assistance will be provided accordingly. In any case, we will appreciate if you contact us at your convenience and confirm which Skrill account you will use in the future. In case you decide to use Skrill account [redacted] you will need to link a different [redacted] account to it. On a separate note, we can confirm that your Skrill account [redacted] which is linked to [redacted] account `[redacted]` has been closed in January 2013 and will remain so unless you request reactivation. We hope that we have been of assistance and look forward to hearing from you soon. Best regards, Skrill Complaints Department

Review: I was trying to find out how long Skrill was going to hold my funds that I received for items I sold on [redacted] I have sent them 3 emails. 1 today, 1 Yesterday and 1 the day before that. They say that they will respond within 24 hours but havent. They dont tell you how long they are going to hold your money. I have sent the item that my customers paid for through Skrill and I have received positive feedback through [redacted]. What gives them the right to hold on to my money.Desired Settlement: I want the money that I am entitled to. and if necessary close my account.

Business

Response:

Skrill's Statement of the Problem:

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

Complainant has set up a seller account in our system for the purpose of collecting payments made to them on [redacted]. As an on line money transmitter, it is our responsibility to process such transactions and transfer the received funds to a Specified bank account, maintained by our customer, Since all payments received on their account are made via credit card, thus falling into a high-risk category, they are subject to internal risk assessment. In that respect, we apply an account reserve which aims to lessen the risk associated with possible chargebacks, refunds and other claims which our company may be faced with and forced to cover at its own expense if funds are released upon the purchase of the goods/services. In other words, a specific percentage of the seller's balance is being withheld for a certain timeframe, depending on their status an.cl feedback score with [redacted]. Relevant articles from our Terms and Conditions are as follows:

6. Reserve

6.1.For the purposes of establishing a Reserve, Skrill reserves the right to prevent a certain amount of funds from being withdrawn from the Merchant Account or used for payments to third parties. This shall apply regardless of any termination of this Agreement for as long as funds are held on the Merchant Account. The amount of the Reserve(either expressed as an obsolute amount or as a percentage of past payments into the Merchant Account) shall be determined by Skrill at any time in its sole discretion. Skrill shall notify the Merchant of the imposition of a Reserve and Its amount as well as any Increase or reduction of the Reserve without undue delay.

6.2.Without restricting Skrill discretion under clause 6.1, Skrill may take into account, amongst others, the following factors when determining the amount of any Reserve: 6.2.1.The Merchant ceases its business or a substantial part thereof;

6.2.2. The Merchant materially alters the nature a/ its business;

6.2.3. The Merchant's business activities carry of higher than normal risk of chargebacks ar other reversals af costumer payments;

6.2.4. The Merchant's overall financial standing;

6.2.5,The Merchant becomes Insolvent or is otherwise unable to pay debts as they foll due;

6.2.6.Skrill receive a disproportionate number of customer complaints, chargebacks or other payment reversals, fines, penalties or other liability related to the Merchant Account;

6.2.7.Skrill reasonably believes that the Merchant will not be able to perform Its obligations under this Agreement.

Based on [redacted]'s feedback score and status with [redacted] at the time, the account reserve has been set to {and still is) 50% over 20 calendar days. What this means is that if, for instance, [redacted] receives an amount of 100.00 USD for a successful sale an [redacted], 50.00 USD will be at his immediate disposal while the rest will be made available to him after 20 calendar days. We can confirm that any and all funds that are currently blocked on [redacted]'s Skrill account will be gradually released in accordance with his transaction history and the account reserve rules described above. In case [redacted] has any further questions or concerns In that respect, he Is welcome to contact us directly at any time as we would welcome the opportunity to reinvestigate his concerns and help resolve the matter in full.

We have recently launched our new website and have been working through a backlog of enquiries so we will now be able to respond much more quickly. We are taking this opportunity to extend our apologies to [redacted] for being unable to get back to him in a more timely manner and hope that despite all, he will consider our services in the future.

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

Review: Skill has taken unauthorized funds from my checking account twice this month.Desired Settlement: Return funds in the amount of $51.45 taken on 2/**/16 & $51.45 on 2/*/16

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA, Inc. referred to the Revdex.com with case reference #[redacted]. As we understand, you complain about the fact that there have been two charges to your checking account for $51.45 each, corresponding to payments allegedly made via Skrill. You claim that you did not authorize these charges and want to be reimbursed by Skrill in full. We are really sorry to hear that you have been charged for payments you do not recognize. Unfortunately, however, after a thorough investigation on our part, we were unable to identify any payments or payment attempts under the e-mail address mentioned ([redacted]) or matching the rest of the details included in your complaint (such as names, address, etc.). We were also unable to find any Skrill account registered with those details. If the payments in question have indeed been processed by Skrill, we kindly ask that you get back in touch with us and provide additional information which would help us identify these payments in our system. For example, if you have a credit/debit card linked to your checking account or if you have received confirmation e-mails from Skrill to an e-mail address of yours which differs from the one already provided in your complaint ([redacted]), please let us know as this would help us in our search of the disputed payments. Once we have more information, we would be happy to re-investigate your concerns and help resolve the matter in full. You can get in touch with us directly by calling our toll free number, [redacted], or via e-mail. For more information, please refer to our contact page: [redacted] Yours Sincerely, Skrill Complaints Department

Review: Iwas having problems getting into my [redacted] checking to do my bank statement.Called [redacted] for support and got these people called Skrill. Told me they would get a tech to help me.Stayed on my computer for 7 hours and changed my email and set up a different email address. Told me I would have to pay $249.99 to fix [redacted] problem. Paid them and that was on Saturday 10/**/2014 and then they told me it would take 72 hours for my computer to finish and they would call me today 10/**/2014 when it was finished and I could use [redacted] and email.Desired Settlement: Refund money in the amount of $249.99 back in my account.

Business

Response:

Dear [redacted],

We are writing to you in response to your complaint against Skrill USA Inc. which was recently brought to our attention by the Revdex.com.

Skrill is an online payment system that enables businesses & private consumers to securely and cost-effectively send and receive payments online simply by using an email address.

We understand you have experienced some difficulties while trying to pay online. However, we have not been able to identify any completed payments or attempts for such under your email address - [redacted] .

If the payment you are referring to has been processed by Skrill, we kindly ask you to get back to us and quote the unique transaction ID we always send to confirm a successful transaction and/or the email address you used to place your order with the respective seller.

In the event that you have used another payment processor to complete your payment, you will need to contact them directly and/or continue your dialogue with the respective seller in order to settle the issue.

We hope you will find this information useful and look forward to hearing from you.

Best regards,

Consumer

Response:

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

Sincerely,

I am pleased with the refund of my money. I did not ask for this to be installed on my computer. I only ask for help with [redacted] as it said my vault password was wrong. However I did get it fixed throught ATT. Thankfull that they refunded my money.

Review: Three hundred dollars ( $300.00 ) was uploaded to my Skrill account on 02/**/2015 via [redacted] Vouchers, Skrill deducted a fee of $14.85 for accepting the money, leaving a balance of $285.15 available. When I attempted to make a purchase thru one of Skrill's merchants, Mineral-Solutions in the amount of $258.00 the purchase was refused by Skrill due to insufficient funds. I have emailed Skrill on two separate occasions and as yet have not received a reply.Desired Settlement: Prompt refund of my entire $300.00

Business

Response:

Dear [redacted], We are writing in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted]. Please note that your case has been referred to the Complaints Department of Skrill for further review and response. We respect your decision to escalate your complaint to the Revdex.com and would like to hereby take the opportunity to address your concerns accordingly. We are really sorry to learn about the difficulties you have encountered while using our services and wish to hereby apologize for any inconvenience caused. We noticed that your Skrill account has been temporary suspended on February **, 2015 as part of our standard security checks ([redacted]). Unfortunately, our team needed over a week to complete its review and you have not been able to access your account balance until now. Needless to say, such experience is unacceptable and we will make sure to follow up with the departments involved in order to fully investigate the issue and avoid future situations like this. For your inconvenience and composure during your contacts to Skrill, we have decided to refund any and all fees applied by Skrill to date and have added the amount of $ 14.85 which you can now go ahead and spend along with the rest of your balance Your Skrill account is verified now and fully operational at present so we very much hope 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 directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. Yours sincerely, [redacted]

[redacted] is used as a gateway payment service. They give customers a false sense of security in thinking that their transactions are safe. They do not guarantee or assist in contacting a vendor who has taken your payment and rendered no services. The vendor [redacted] uses Skrill pay and even though hundreds of customers have called and left reviews about this vendor Skrill still allows them to take people's money.

Review: someone hacked my account When amount dedicated (1100$) from my account I updated skrill by that even I called inform about it later they asked me to send dispute form, copy of my IDs, bank statement and address confirmation.. on last reply from skill I got this answer ((Unfortunately we are not in a position to assist you with a refund of the unauthorized transactions as the funds have already left our system.)) I am really disappointed with skrill

Business

Response:

Dear [redacted], We are contacting you with regards to your complaint against Skrill USA, Inc. referred to the Revdex.com with case reference #[redacted]. Following up on our previous correspondence concerning the matter, we would like to confirm that on ** March 2016 Skrill reimbursed you in full for any losses you had incurred following the incident and your Skrill account was credited with the funds accordingly. We duly informed you via e-mail sent to you on ** March 2016 and, according to our records, you have not contacted us back to raise any additional concerns. Thus, we now consider the matter resolved. We would like to take this opportunity to once again apologize for any delays or inconvenience you have experienced and to thank you for your patience and kind co-operation. In case of further queries, please feel free to contact us directly as per our contact details available on this page: [redacted], and we will assist you accordingly. Yours Sincerely, Skrill Complaints Department

Review: on [redacted] Feb, I wired $900 to my own skrill account through [redacted] and it never shows up. I contacted them twice and never got reply.Desired Settlement: please deposit $900 to my skrill acount ASAP

Business

Response:

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 are really sorry to learn about your negative experience with Skrill recently and wish to hereby extend our sincere apologies for any inconvenience caused. While reviewing the circumstances surrounding your complaint, we noticed that you have made a deposit to Skrill in the amount of $ 900 on or around February**, 2015, however, the funds could not be credited to your Skrill account as our team received very limited information from the processing bank, i.e. only your first name rather than your full name, and therefore could not properly identify the sender of the funds. As a result, your deposit has been processed with a certain delay and funds have been credited to your Skrill account only after completing our investigation on March*, 2015. The amount of $900 is currently at your disposal and can be withdrawn or spend online whenever you consider appropriate. We apologize once again for any inconsistency of service you feel you have received from Skrill and hope you will consider using our services in the future despite your recent experience. If you are not satisfied with our response and/or the actions we have taken to rectify the situation, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. Yours sincerely, Skrill Complaints Department

Review: I applied for an account with Skrill (moneybookers) in December 2012. The account was not approved, but shortly after I applied, I started to receive SPAM from casinos, especially from casinos in Malta, addressed specifically to "[redacted]" at this email address [redacted] that I used for the Skrill application. I have never used this email [redacted] for any purpose other than to apply for the Skrill (moneybookers) account. Also, the name I used for the application and the exact spelling, "[redacted]" I have never submitted before to anyone online, so given that: -the spam is coming addressed to [redacted] -addressed to email [redacted] establishes conclusively that Skrill sold or supplied my name or email address to these casino spammers. Note also numerous complaints on the internet about this practice of Skrill, of sleling your name and email to these offshore casino spammers: This is all over the internet that Skrill is doing this: [redacted]Desired Settlement: That Skrill contact all of these casinos that are spamming me and make them stop, also that Skrill stop providing their clients' information to spammers. I believe that a class action lawsuit against Skrill is appropriate for this breach of privacy.

Business

Response:

Dear [redacted],

We are writing in response to your letter dated August **, 2013 about a complaint against Skrill USA, Inc. {"Skrill", previously known as Moneybookers USA, Inc.),

with reference: [redacted].

Customer Information:

Daytime Phone: ###-###-####

E-mail: [redacted]

Complaint Involves:

Service Issues

Skrill's Statement of the Problem:

We were most concerned to learn that [redacted] has been receiving spam messages which he thinks are related to his registration with Skrill. We take personal data protection and security very seriously and never pass on personal details without prior authorisation from customers. That being said, it is important to note that we never disclose customer data for marketing purposes and will only provide one's email address to the recipient of their payment, provided such is Instructed through our platform, as it is required for transaction processing. [redacted] has set up his account in December 2012 but has not performed any translations with it so his email has never been passed to any merchants that could otherwise further use that information in accordance with their own privacy policy.

We should point out that a possible way for someone to gain access to [redacted]'s information without his knowledge and authorization is via tracking cookies, keylogger software or existing e-mail extraction technology. Screening/keylogger malware allowing data extraction could be installed on a computer in various ways like clicking on a link and opening an infected email attachment among others. As we have no way of knowing how many people use [redacted]'s computer, what sites are visited or how reliable is the antl-vlrus software used, lf any, we cannot tell for sure how [redacted]'s data was obtained by the respective third party. If that is indeed the case, then [redacted]'s data has been compromised outside our system so !t would be difficult for us to Investigate his claim. At this stage, we can only confirm that Skrill has all necessary measures in place to protect customer data against unauthorized access, use or disclosure. When customers log in to their accounts, all internet communication is secured using Secure Socket Layer (SSL) technology with high security 128bit encryption, certified by VeriSign secured.

Skrill values customers' feed back and we always try to resolve problems. We may be able to further investigate [redacted]'s claim upon receiving some additional Information. In particular, we will need the following:

Information about when was the first time that [redacted] started receiving the spam messages;

Samples of the spam messages received and any additional evidence that [redacted] consider relevant his case; Confirmation whether or not [redacted]'s email address has been used for registrations with websites other than Skrill;

Confirmation If every computer through which [redacted] accessed his Skrill account was secured against unauthorised access and protected by up to date antivirus software, anti-malware software and firewall;

Confirmation if [redacted] has at time accessed his Skrill account through a public computer, a computer that belonged to another person or a computer connected to others by way of a private network or virtual private network;

If we can be of any further assistance, complainant should feel free to contact us directly at any time using the contact details below.

Email: [redacted] Telephone: [redacted]

Fax: [redacted]

Mailing address: Skrlll USA, Inc[redacted]

Needless to say, [redacted] should also feel free to contact the respective sender(s) directly to enquire how they managed to obtain his details as well as ask that his email is deleted from their systems.

We hope this information has been useful. In case your service requires any additional details on the case, please do not hesitate to contact us again.

Yours sincerely,

Review: I made a withdrawal to my bank account on the 03/**/2015. As of today I have still not received my funds. I have spoke with over a handful of Skrill representatives via online support and on the phone which is not cheap for international calls,none of them have been any help. It either they tell me to wait 2 business days or they have sent my case to their payment department. I have sent them a copy of my bank statement proving that I never received any money from them . What makes it even worse is they don't even bother to keep me updated,like the lady I spoke with over the phone on Tuesday 10/**/2015 said she will make my case top-priority and will contact me in 2 hours I didn't hear anything from her since. Never in my life have I had to wait 5 weeks and counting for a withdrawal.Desired Settlement: Please refund my account

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com on or around March **, 2015 (case reference [redacted]). Please note that your case has been passed to the Complaints Department of Skrill for further review and response. As we understand, your complaint relates to a bank wire transfer in the amount of € 51.63 you instructed from your Skrill account to your bank account on February *, 2015. You claim that although the payment has been requested over six weeks ago, it has not been credited to your bank account yet. To support your claim, you have submitted a copy of your bank statement confirming that as of February **, 2015 the payment from Skrill still has not reached your bank account. As our team informed you previously, we aim to process bank wire withdrawals within 2-5 business days. However, intermediary banks and the beneficiary bank may sometimes cause delays beyond our control. Note that for the purposes of a withdrawal transaction, Skrill is a payer only and not a payment service provider (ref. Skrill Terms of Use, article 12.5. [redacted]) and therefore has limited control and visibility over a bank transfer once it is sent out. Nevertheless, we have approached [redacted], our processing bank partner, and asked them to trace the payment. As a result, the bank confirmed that the transfer has been sent out successfully and supplied a MT103 SWIFT reference which has already been provided for yours and your bank's reference. The MT103 Swift reference is a printout, which indicates the Transaction Reference, Value Date, Currency, Original Ordered Amount, Ordering Customer (Payer), Ordering Institution (Payer's Bank), Correspondent Bank/s, Beneficiary's Bank, Beneficiary, Payment Reference, Charges. The message also serves as a proof that the sender's bank (Ordering Institution or Payer's/Skrill’s Bank) has executed the transfer to the other bank (Beneficiary's Bank). Since the transaction in question is no longer within our sphere of influence, your bank now needs to locate the payment based on the MT103 SWIFT reference provided, for please note that [redacted] have closed their files on this case. However, if your bank is unable to locate the payment based on the MT103 SWIFT reference provided, please get back to us directly and provide a copy the correspondence exchanged with them, as this would serve as a basis to reopen your case and request further assistance from the processing bank. We hope you will find this information useful and remain at your disposal in case you need any further assistance. Best regards, Skrill Complaints Department

Consumer

Response:

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

[Your Answer Here]I spoke to my bank again today,transfer is still not reflecting. Please be so kind and send me the email account your processing bank partner([redacted])used to send the MT103 SWIFT reference to my bank as well as the date it was sent. This is the information they require .

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for providing additional information in relation to your complaint. We are sorry to hear that your bank is still unable to process the funds sent you by Skrill. Please note that your bank [redacted] Limited ([redacted]) is connected to the SWIFT network. What this means is that all the information they need in order to locate the missing payment and process it, is contained in the MT103 SWIFT reference provided to you previously. Banks connected to the SWIFT network communicate via the network especially when it comes to tracing payments and they do not exchange emails. When contacting the sender bank, your bank should quote the following payment reference: [redacted] We hope that we have been of assistance. Should you have any additional questions, please feel invited to contact us directly at [redacted] . Best regards, Skrill Complaints Department

Consumer

Response:

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

Sincerely,

Review: On **-Jul-2014, I was issued a refund of $5 from Chrono24 Services GmbH. This refund was deposited by them to Skrill.com, and I had to create an account with Skrill in order to get the money transferred to my bank account. I promptly created an account with Skrill on the same day. Upon registering, I was asked to upload two documents - an ID and address proof, in order to verify my identity. I uploaded a copy of my California Driver's license and a [redacted] utility bill as proof of my address.

However, it has been over 30 days yet Skrill hasn't verified the documents I uploaded due to which I do not have access to the money in my account. I tried contacting them 3 times via their online form requesting for a status. Upon submitting a request, I get a message that I will receive a response from them in 24 hours but I have never received a reply. I recently called their customer cr [redacted] on **-Aug-2014 requesting status of my identity verification and was told someone would send me an email update in 20 minutes. I have not yet received an update; when I login to my account online, I still get a message that the funds cannot be withdrawn because my identity has not been verified.Desired Settlement: I request Revdex.com's help in getting Skrill to verify the documents I uploaded to confirm my identity and make the funds in my account accessible for withdrawal. I realize it's just $5 but that doesn't give Skrill a right to indefinitely hold someone else's money.

Thank you,

Business

Response:

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,

Consumer

Response:

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

Sincerely,

Review: I work as a freelancer on a freelancing website. On July ** I found out my account on that website was hacked, as well as my email address. The hacker discovered both passwords and added my email address to his Skrill account (as a linked account), and then added his Skrill account as a method of payment on that freelancing website, withdrawing US$147.98 of my own for himself.

I recovered some deleted messages on my email and found the Skrill emails confirming that 1) [redacted], from Bangladesh, have added my email to his Skrill account; and 2) His account have been credited with US$147.98 by that freelancing website, along with reference including my name, transaction ID and payment ID. The bottom-line is -- why is it so easy to add an email address to an existing Skrill account? They should have a safer process to do such thing, it's unacceptable.

I have tried to contact Skrill 4 times (from 2 different email addresses) in the course of one week and a half, and I haven't got any response from their side. Along with my messages, I have sent proof (screenshots) that those $147.98 were successfully credited to his Skrill account. Not to mention that I am in Portugal and don't have absolutely any contact with anyone from Bangladesh.Desired Settlement: 1. I would like Skrill to withhold my $147.98 in his account. It's not his money, he doesn't have the right to use it. Also, if possible, contact me to find a way to refund my money, considering I did not authorized such transfer.

2. I want to have my email removed from the hacker's Skrill account. I have acknowledged this concern to Skrill but they still seem to have no intention of doing anything to respect my privacy.

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted]. 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

Consumer

Response:

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

Sincerely,

Review: I created skrill account to pay a family friend who was doing online data entry work for me. Skrill took my complete personnel information including my SSN and date of birth after that they asked me security question based on my SSN and I cleared that and my account was active and verified, then I added my mastercard with my skrill account and uploaded $535 on my account. When I sent my first payment it went through but when I sent the second payment skrill blocked my account and asked me to give them my passpot or driving license copy and a copy of my bill, well I denied to do that and they said that we cannot release your funds. Being a US citizen I can deny to provide my personal information. I called them so many time to release my fund but they don't release them. Its my hard earned money and I want it back.Desired Settlement: I want my hard earned money back either they can refund it on my mastercard (from which I uploaded my money) or my bank account, but I won't be providing my passport's, driving license copy or any kind of information because they already have my SSN and DOB.

Consumer

Response:

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

Sincerely,

Review: On 10/**/14 I used my cell phone to purchase $90 in favor points for an online [redacted] game called [redacted]. The game favor points have yet to show up however the company Skrill has taken the funds from my credit card. The company Skrill has sent me a receipt of them taking my $90. I took photos with my computer of the my credit card transactions.Desired Settlement: Either give me the favor points or my $90 back.

Business

Response:

Dear [redacted],Thank you for your recent Revdex.com complaint and for bringing the matter to our attention. Your case has been referred to the Complaints Department of Skrill for further review and response.Having carefully investigated the circumstances surrounding your complaint, we would like to hereby confirm that Skrill has successfully processed your transaction to [redacted] on Oct **, 2014 for the amount of $ 90.00 and money has been duly sent to the respective merchant so they could go ahead and deliver the goods/services they were paid for, namely - 650 favor points for Castle Age. Since Skrill only acted as the processor of the payment, we recommend you contact the merchant directly to obtain more details about the status of your order and/or to request a refund. The merchant's contact details are shown on their website. To help them locate your payment more easily, please feel invited to quote the following Skrill transaction reference: [redacted]. In the event that the merchant is unable to deliver the goods/service purchased or issue a refund within 2 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.Best regards,[redacted]

Review: charge made on my CC that I did not authorize.Desired Settlement: refund on my CC

Business

Response:

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], 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], [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] We hope you will find this information useful and look forward to hearing from you soon. Best regards, Yavor I[redacted] Skrill Complaints Department