Consumer complaint received 2025-02-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Skrill USA, Inc.
State: WA

Complaint narrative:
I am submitting a formal complaint against Skrill, a financial services company, due to the ongoing issues I have faced with my account. Despite multiple attempts to resolve the matter, my account remains locked with outdated address information, and Skrill has failed to provide timely or meaningful support. 

Issue Overview : Date of Account Creation : Sometime in XXXX, but I'm not 100 % positive and it won't show that information or I do not know how to access it. 
Account Location Issue : The Skrill account reflects XXXX as my location, but that is not correct. I reside in the United States ( Washington State ). I am unable to verify my residence in the XXXX because it will not allow me to change the location that I registered the account from. Despite providing the correct XXXX address and supporting documentation, I am unable to update my account or verify my identity due to the system restrictions. 
Deposits Accepted but Access Restricted : Skrill accepted my deposit without issue, but subsequently restricted my account when I attempted to update my address information. This has resulted in me being unable to access my funds. 
Support Ticket History : Ticket Opened ( XX/XX/XXXX ) : I initially raised the issue when I attempted to verify my U.S. address and provide documentation. No meaningful response was provided. 
Ticket Closed ( XX/XX/XXXX ) : The ticket was marked as " resolved '' despite no resolution or acknowledgment of my concerns. 
Follow-up Requests : On multiple occasions, I sent follow-up tickets ( including on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), requesting clarification and immediate action. However, these requests have gone unanswered or have been marked as " in progress '' without any clear resolution. 
Violations : I believe that Skrill is in violation of several consumer protection laws, including : Failure to Provide Accurate and Up-to-Date Account Information : Under the Fair Credit Reporting Act ( FCRA ), financial institutions are required to ensure that customer information is accurate and up-to-date. Skrill is failing to update my account with the correct address despite the supporting documentation I have provided.

Unfair Business Practices : Under the Federal Trade Commission Act ( FTC Act ), businesses are prohibited from engaging in unfair practices, such as restricting access to funds without valid cause or preventing a customer from verifying their identity. Skrill has failed to allow me to update my address and verify my identity, causing undue hardship.

Failure to Honor Contractual Obligations : Skrills Terms of Service indicate that users should be able to update their information and resolve account issues, but they have not provided me with a clear path to do so.

Failure to Provide Adequate Customer Support : The Consumer Financial Protection Bureau ( CFPB ) and other consumer protection agencies require businesses to respond to customer complaints promptly. Skrill has consistently failed to provide timely responses to my inquiries or resolve my account issues in a reasonable period, which constitutes a failure to provide adequate customer support.

Unlawful Retention of Funds : Skrill allowed me to deposit funds into my account, but due to this issue, I am unable to access or withdraw those funds. This could be seen as an unlawful retention of funds and may violate the Electronic Fund Transfer Act ( EFTA ) or other relevant financial regulations.

Request for Resolution : I request that the following actions be taken immediately : Account Update : Allow me to update my account with my correct U.S. address and resolve the verification issue.

Fund Access : Remove any restrictions placed on my account so that I may access and withdraw the funds I have deposited. 
Adequate Customer Support : Provide me with a clear and direct response regarding how my issue will be resolved, including a detailed timeline for the resolution.

Company response to consumer: Closed with explanation