Consumer complaint received 2024-11-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Skrill USA, Inc.
State: NC

Complaint narrative:
I opened an account with Skrill s few days ago. It took a couple of days to get things straight with my account because of password problems. 

Finally, with the XXXX security system my bank account was linked to their app and my facial recognition was also secured. 

They asked for Proof of address, which Im fully aware of goes to do this as I have many other linked accounts and use them regularly with no problems. In addition, they requested a current bank statement with my current new address visibly on it, the bank name their address as well. I did every thing there asked me to do. 

Upon completion they sent me several emails telling me that my address is completely verified along with my identification. 

I then added funds, sent money out, received money in and made a couple successful bank transfers to my linked bank debit/checking account. 

At the end of the evening on the XXXX, two days ago, i tried to transfer the funds i have in Skrill account to my bank, just as we were doing and it was rejected by Skrill. Its was at that point the troubles began. 

Skrill began ignoring my messages, I was on my phone all day and night until now trying to fulfill their requests. They refused to talk to me one on one and will not explain to me why my account with MY money in it is restricted. 

Furthermore, they have contradicted every email deny to me written by them. They continue to upset me so bad emailed them that i consider this absurd harassment. I have screen shots of many but will only attach a few unless more is needed. 

This became s MAJOR problem with me when I calmed down and did for the third time upload what they ask for. The response i get is upload rejected not enough info. Then they proceeded to tell me they want an uploaded CREDIT CARD STATEMENT FULL PAGE IN COLOR. 

This is insane!! I dont have credits card statement and if i did I would refuse that to ANYBODY! Thats private and personal information. No way. Besides that, all my banking is digital online. I do not receive paper bills or st

atements from any source. Final facts. I have only lived in this state and new home for two weeks, t
herefore, I have no mail or utilities in my name she will not be getting any. My son pays it all im living in his home.

However, I received one piece of mail from XXXXXXXX XXXX that i was considering banking with, I did what they asked, I took a photo because my name and address are in it with the date, she they accepted that at first. 

Then they came back with send a digital back statement with current address so I did that. It was fine and i have confirmation email saying I am more completely verified.

The last thing last night through this evening its they wanted me to hold my driver license next to my face, t

ake two selfies with one holding the front side and two the back side, next to my face. I did this so many times because they keep rejecting it. Meanwhile, yesterday transferred {$80.00}? From Skrill to my bank. It says paym
ent complete and I still have not received it. These are instant transfers. 

I am so angry. I feel like they are PURPOSELY harassing me for no reason. Ive been using online banking and making purchases for years with several banks and wallets and never encountered such XXXX and XXXX XXXX XXXX moments such as dealing with these people. 

Finally, the reason I say Harassment is obvious. They verified me, I used the account all day, secured it all and its MY MONEY. Then they tell me they want it all verified again and i keep doing it with the same info. What do they want??!! They have it all!! I need to use my money they are keeping from me this is so wrong! This isnt just a complaint this is serious stuff happening here Ive done nothing wrong. 

Please expedite this if possible, i have clients waiting for money due to them from me, Im beyond disturbed this because I dont know hows to get through to them they only respond with automated messages. One more add on problem,, i paid {$10.00} for a debit card through them after they said it makes my instant transfers run smoothly. So they can give me a card but then decide that my verification documents which are normal, can not be verified AFTER they said they were?? What??

Company response to consumer: Closed with explanation