03 May What Happened to Skrill / Moneybookers?
I had used Moneybookers for a number of years prior to their rebranding to “Skrill” in September 2011. Shortly after Moneybookers became Skrill, the project I was working on was completed and sold, leaving me with no other projects that would use Skrill. My account sat dormant for a while and eventually, I closed my account after I found out that they were charging a monthly fee for inactive accounts. I thought this rather sneaky as inactive accounts surely cost very little and also an inactive account would typically not be monitored as heavily and therefore it would be harder to spot the fees being charged. By the time I noticed it happening, my account had been completely emptied and skrill were asking me to pay the fee or close my account, so I closed my account.
We recently started a new project and I thought I would signup for Skrill again and give them another chance. It is always worth providing a wide range of payment options for customers.
I registered and was asked to add and confirm my card. After adding my card, I was told that they would take a small fee (in US Dollars) and I would need to enter the fee to verify the card. This is a standard procedure and I am sure almost all of us have done this at some time. However, I had thought that Skrill would deduct the funds in GBP as they are a British company. I checked my account, which is located in the UK and the charge had been made, but there was no indication of the fee in dollars. Skrill had stated within their FAQ that the dollar fee would be included in the transaction description, but as you can see in the image below, it was not.
Not a major issue, I contacted the bank who were unable to provide the exact charge in dollars, but did provide the exchange rate at the time. I calculated the dollar fee based on the exchange rate, but the verification failed.
No problem, I thought, I will simply open a support ticket with them and provide a screenshot of the charge.
A week later and I had not received a reply to my support ticket. I checked my spam folders, nothing. So I opened a new ticket.
A little over a week later and I still had not received a reply to any of my previous tickets and I again checked my spam folders, nothing. So I opened a third ticket.
Around a week later, I still had not heard anything, so I took to Twitter where I contacted @AskSkrill and asked them why I had not received a reply. Within an hour, a reply came with no explanation as to why they had completely ignored my previous support requests.
I asked them to refund the fee and bank charges and within a day, they issued a refund. I replied to the email, following up on questions that remained unanswered and again they completely ignored my support request. I replied again and again they ignored it. Once more, I went back to Twitter to contact @AskSkrill and they instructed me that a reply would be made. I checked my email and the reply was confirmation that they had closed my account. I asked @AskSkrill why my questions had been ignored and they informed me that they considered the matter to be closed and would not entertain any further questions. Yikes!
It was at this same time that I was talking to an old friend of mine who pointed out the poor performance of Skrill, specifically on TrustPilot. When I checked TrustPilot, I was frankly shocked at the stats.
Skrill has a score of 3/10 which is classed as “Poor”. Furthermore, the star ratings consist of 74.3% 1 star ratings. Reviews consisting of 3 to 5 stars only account for 21.4% of reviews. That is from a total of 424 reviews, so it is no small number.
Scanning through the most recent reviews, many seem to relate to the non-existent support, which raises the question why Skrill are simply refusing to reply to support requests.
I checked other sites and quickly found the following on the Wikipedia entry:
According to a Better Business Bureau review, Skrill has a very poor reputation with fraudulent behaviour. The review noted 58 complaints submitted by victimized users, with most of the complaints citing unauthorized and fraudulent charges, poor and unreachable customer service, and deceptive selling practices, almost all of which appear to be linked to sudden account freezes and withheld funds.
Last month, Skrill finally listed the USA as a supported country, prior to which, Skrill was only licensed to operate within Europe.
Have you used Skrill recently? What were your experiences? Let us know in the comments below.