Consumer complaint received 2021-12-06
Company: Skrill USA, Inc.
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On XX/XX/2021, I received a call from XXXX with XXXX XXXX XXXX ( Paysafe ) informing me that in XXXX, I had exceeded the agreed-upon dollar amount of monthly credit card transactions. She said that the transactions above that amount needed to be immediately refunded to the customer or those funds would be held by Paysafe for 180 days. In compliance with this request, I refunded each of the payments in question. On XX/XX/2021, I spoke with XXXX, a customer service representative with my merchant services account, and I received verification that I could continue billing for the month of XXXX. Then on XX/XX/2021, I received another call from XXXX, this time informing me that my services with Paysafe had been terminated days prior and that all payments received in XXXX must be refunded immediately or be held by Paysafe for 180 days. 

When my account was onboarded, I made it very clear as to my type of business, how I operated and I even prepared my account XXXX for an above-average, spike in charges the first month of use. It was extremely embarrassing having to issue refunds to my customers due to excessive monthly sales. This was made even more frustrating by the fact that I had prepared the company for this exact situation, in advance. To make matters even worse, I was completely taken aback when I was informed that my account had been closed. I received no written correspondence nor any phone call informing me of this, other than XXXX informing me by phone after the fact. I have still not received any documentation or written correspondence of such as of todays date, XX/XX/2021. To further compound the situation, I received my XXXX invoice, which included credit card processing fees for the charges Paysafe forced me to refund, twice. On XX/XX/2021 I informed Paysafe that I was not going to pay the credit card transaction fees for those transactions they forced me to refund. Paysafe 's response was to debit my checking account for the full amount of the invoice, {$1100.00} on XX/XX/2021 and debit my account again on XX/XX/2021 for an unknown additional charge of {$250.00}. Both of these transactions were made without my authorization and I still have no explanation as to the additional unknown charge. This is a completely unacceptable way to do business and is extremely unprofessional. In addition, it has made me ( my business ) look unprofessional and affected my reputation in the community. 

The unethical behavior and negligence on the part of Paysafe is clear evidence of the fact that I am being discriminated against because I am a XXXX XXXX. I understand that people have very strong opinions on XXXX, but they dont belong in a business contractual agreement. The damages caused by these unacceptable business practices have cost me money and brought into question my standing as a reputable business in the community. 

At this time, I have opened a fraud claim with my bank to dispute the charges in question. I hope that by submitting this claim I can help prevent other customers from having to go through the XXXX and XXXX that this situation has caused me. 

Thank you for your time and I look forward to hearing from someone about this complaint.

Company response to consumer: Closed with explanation