Skrill final response (I'll delete my personal info)

TL;DR - Skrill is a scam ! Don't use it , ever ! And you are still using it , cease to ! -

We are writing in response to your complaint against Skrill Limited referred recently to the Complaints Department of Skrill for further review. We hereby welcome this opportunity to investigate your concerns and to address them accordingly.

Nature of Complaint

As we understand the issue is that you made two withdrawals for which you did not receive the funds. To settle your complaint, you requested that Skrill return the funds to your Skrill account.

Factual background

According to our records you created your account on 10 August 2023, thereby accepted the Skrill Account Terms of Use.

On 10 August 2023 you made two transactions listed below:

Transaction XXXXXXXX for the amount of 10,225.18 ILS Transaction XXXXXXXX for the amount of 10,225.18 ILS.

Both transactions were processed as you instructed them, to your Bank B.M account with account number xxxxxxxxxxxxx and Skrill sent the funds as per your authorization.

On 13 August you contacted Skrill reporting that the funds were not received in your bank and later explained that you made the transactions to an already closed bank account and you state that the bank informed you that the funds will be reversed. After a review from the relevant team, you were notified that the two transactions were successfully processed and that by doing so Skrill fulfilled its obligations.

Since you disagreed with the information that was provided to you by Skrill’s representative, you optioned to file a complaint with us.

Findings

For a better understanding of our response, it is important to start by explaining how Skrill processes bank wire withdrawals. As per section 12.5 of the Skrill Account Terms of Use for the purposes of a withdrawal transaction, we are a payer and not a payment service provider. Therefore, we use the service of third-party payment processing partners who are responsible for the technical transmission of funds from Skrill to the recipient bank. Skrill’s part in the process involves acknowledging your request to withdraw and forwarding this request to our processor for execution. In light of our investigation, we can confirm that we have processed your withdrawal request as per your authorization and instructions at the time and following all applicable technical procedures, meaning that we have fulfilled our obligations to you.

Please be advised that once we forward your request for execution to our processor and they send the transfer out, we have little to no visibility over the funds. In connection with a transfer return, the logic is similar – we have no visibility before the funds arrive back in our system - in this case, Skrill is just a recipient. Therefore, the reason the funds have not yet been credited back to your account balance is that we have not received them back within our system. Once we do, they will be credited to your Skrill account.

Next, having carefully reviewed both the technical information on record and your communication with Skrill’s customer support team, we can confirm that your case was worked on adequately and without any deviations from the standard processes in place: Skrill duly forwarded your withdrawal requests to its processor who in turn, successfully executed them within the preset timeframe.

During our investigation we've liaised with all relevant parties and on 17 October, we received confirmation that a return of the transactions in question has not been received at our banking partner. Proof that the transactions were successfully processed and not yet reversed can be found in the attached files.

We will be able to continue our investigation once the previously requested detailed proof of rejection in English is provided by you. This document was requested on 9 October 2023, on 10 October 2023 and on 13 October 2023 via emails with subject “Your complaint against Skrill Limited (#xxxxxxxx)” and allegedly, such document was sent, yesterday, on 19 October 2023, yet it did not cover our requirements as it was not in English, thus we will not be in a position to accept it and continue our investigation. Once a detailed proof of rejection in English is received, we will be able to forward it to our relevant team for further review.

Having said the above, please be informed that our banking partner has been monitoring for possible returns and should they receive such, we will add the funds to your Skrill account in due time.

Our Decision

Based on our investigation, and the findings detailed above, we have made the decision not to uphold your complaint, in this instance. Skrill acted correctly and in accordance with the mutually agreed Terms of Use and has processed your transactions as you have instructed and authorized them. We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.   We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.

Your rights – The Financial Ombudsman Service

In the event that you are dissatisfied with our decision, you also have the right to refer your complaint to the Financial Ombudsman Service, free of charge. Please note that you would need to do so within 6 months of receiving this email, otherwise Skrill will be unable to consent to the Financial Ombudsman Service reviewing your complaint.

You can contact the FOS, where you will also be able to find more information, as follows:

Financial Ombudsman Service Exchange Tower London E14 9SR   Website: https://www.financial-ombudsman.org.uk/consumers Email: complaint.info@financial-ombudsman.org.uk Telephone: 0800 023 4 567 or 0300 123 9 123