Consumer complaint received 2025-01-20 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Skrill USA, Inc.
State: AL

Complaint narrative:
On XXXX the XXXX at XXXXXXXX XXXX I received two EFT refunds both of them in the amount of {$15.00} a piece & back to the XXXX  XXXX  I was using. I had a total of XXXX more EFT refunds the next day the XXXX XXXX and the XXXX. None of those was credit back to my account instantly I received four of those about 4 days later after calling and calling and emailing countless times. Then several days goes by none of them 's been released and then randomly on XXXX XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX four of them got released those four were the newest ones and not the oldest. I have contacted them everyday for 5 weeks now they have 17 to 19 minute hold times to reach a person having doing so everyday six times after waiting 17 to 19 minutes I was hung up on because the person did not want to hear it and was telling me another a lie on top of another lie he or she told me two days prior. Everyone I've talked to that's real all has a different story on what's taking so long what's the issue it's been forwarded to the relevant team the relevant team forwarded to the upper team and still no resolve. 2 weeks ago I get a call from some guy from XXXX at exactly XXXXXXXX XXXX  XXXX XXXX he promised me the moon said he was going to take care of it and apologize and I would have my refund by the end of the business day well here it is 5 Weeks Later and that still has yet to happen. There's absolutely zero transparency at Skrill they have zero PR skills almost every other person has an attitude and it's making it the same it's your fault not their fault. What boils down to is they sit on those refunds so long that they expired now they're trying to figure out why when where and what I was asked to send them copies from my response from the bank which I did promptly then I was told that the debit card I used was a virtual card and that's the problem because that's just for purchases only I said not returns I said well I've looked in the small fine font print don't see nothing in terms of service about only use this virtual card for purchases not for refunds and the person jibber-jabbered on about that's the problem. After telling them this is a Skrill problem not a me problem and how many days weeks and people does it take to release an EFT refund back to the customer 's card. Then I asked why not say myself more migraines XXXX  calling everyday with 18 and 19 minute whole times which takes up my time at a my employment why not credit me the amount back in reward points that'll shut me up I'll have my money and y'all can do whatever y'all are doing over there trying to find what when and how why it didn't get released. That just makes good business sense right there keeps the customer happy after a nightmare experience with them and this does not include the experience I had two days before XXXX that's a whole another complaint and the response I got was well they noted that in the account and put a request in for compensation I saw instead of compensation you're missing the whole point here why not just credit me back that dollar amount and in this no that was 2 weeks ago and here I am did I mention absolutely zero transparency at Skrill. It's like they are shuffling money around I don't know if they're money laundering who knows. Also to note when you do submit a support help request it clearly shows response within 24 hours that's another lie once again no transparency here because I have submitted I lost count there's 26 or 27 tickets zero replies I've got screenshots to back it up I got phone calls that I recorded I covered XXXX  XXXX. I even called the bank that the car is issued from and talk to a branch manager there which he was not allowed to enlighten me on much but he said I was not the first person that's called you know trying to get something resolved and actually he said I was there's been multiple people inquiring as I just like I was.

Company response to consumer: Closed with explanation