Consumer complaint received 2024-11-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Skrill USA, Inc.
State: TX

Complaint narrative:
Background Information : I, XXXX XXXX, am filing this complaint against Skrill USA , Inc. due to unresolved disputes related to unauthorized charges, inconsistent handling of my disputes, arbitrary account closure, and lack of transparency in their customer service processes. The issues stem from multiple transactions charged to my Skrill account related to hotel stays, as well as Skrills failure to address my concerns despite my repeated attempts to provide documentation and resolve the disputes in good faith. 

Timeline of Events and Disputes : 1. Account Registration : On XX/XX/XXXX, I registered my Skrill account and agreed to their Terms of Use. 

2. Unauthorized Charges : On XX/XX/XXXX, a charge of {$970.00} ( Transaction ID : XXXX ) was deducted from my Skrill account by the XXXX XXXX in Washington , DC, despite my having already paid for the stay using a different debit card linked to another bank account. 
On XX/XX/XXXX, a subsequent charge of {$1200.00} ( XXXXXXXX XXXX XXXX XXXXXXXX ) was made for the same stay, causing an overdraft on my Skrill account. 

3. Dispute Process Initiated : On XX/XX/XXXX, I initiated a dispute for the {$970.00} charge ( Claim ID : XXXX ) on the grounds that the hotel charged my Skrill card without authorization, despite having already paid with another card. 
On XX/XX/XXXX, I filed a second dispute for the {$1200.00} charge ( Claim ID : XXXX ), which was also unauthorized. 

4. Provisional Credits and Reversals : On XX/XX/XXXX, Skrill issued a provisional credit of {$970.00} for the first dispute. 
On XX/XX/XXXX, Skrill reversed the provisional credit, claiming no error was found in the initial investigation of the {$970.00} transaction. 
On XX/XX/XXXX, Skrill issued a provisional credit of {$1200.00} for the second dispute. 
On XX/XX/XXXX, Skrill made the credit for {$1200.00} permanent after concluding that an error had indeed occurred. 

5. Account Restrictions and Verification Requests : Starting on XX/XX/XXXX, Skrill restricted my account, requesting additional documentation to verify my relationship with a third party ( XXXX XXXX ) and the purpose of my transactions. Despite providing all requested documents, including explanations and supporting evidence, my account remained restricted. 
Throughout XXXX, I complied with multiple requests from Skrill, submitting dispute forms, bank statements, and the final folios from the hotel, which clearly showed payment with a different debit card. 

6. Inconsistent Dispute Resolutions : While Skrill resolved the dispute for {$1200.00} in my favor, the initial dispute for {$970.00} was denied, despite both disputes involving the same merchant and similar circumstances. 
Skrills inconsistent handling of these disputes raises serious questions about their internal processes and adherence to their dispute resolution protocols. 

7. Premature Account Closure : On XX/XX/XXXX, Skrill permanently closed my account while the dispute regarding the {$970.00} transaction was still unresolved. This action was taken despite my compliance with all verification requests and the favorable resolution of the second dispute. 
I was given no clear explanation for the account closure, and my attempts to obtain clarification have been met with vague responses or no responses at all. 

Nature of My Complaint : 1. Breach of Contract : Skrill closed my account while disputes were still pending, violating their own dispute resolution policies and denying me a fair opportunity to resolve the issues. 

2. Inconsistent Dispute Handling : Skrills investigation into the two disputes resulted in contradictory outcomes, despite the evidence I provided. The denial of the first dispute appears arbitrary and lacks adequate explanation. 

3. Failure to Act in Good Faith : Skrills repeated requests for verification, coupled with intrusive personal questions unrelated to my financial transactions, demonstrate a lack of transparency and good faith in their dealings with me. 

4. Potential Discrimination : The nature of the questions I was asked regarding my relationship with XXXX XXXX suggests that Skrill may have acted in a discriminatory manner, particularly given the simultaneous closure of both my and XXXX XXXX accounts. 

5. Lack of Adequate Support : Throughout the dispute process, I faced significant delays, inadequate support, and a lack of transparency, which has caused considerable stress and financial hardship.

Company response to consumer: Closed with explanation