Moneybookers account closed because I contacted costumer support.

account-closed-2

It was sad day, that day when I decided that it would be Ok to contact Moneybookers for a simple request. a request that started a vicious chain reaction that ended with my account permanently suspended for no real reason. the story is long and sad.

I opened my Moneybookers account ( Skrill now) years ago, I jumped trough all the loops to fully activate the account.  I didn’t really use it that much. but it was decent. Everything was Ok, until one day that I decided to implement an automated payment gateway to sell my wordpress plugins, which I did and it worked fine. but then I decided to ask them to enable MD5 signatures on my account, just a little something to add an extra level of security to the system. My first email was clear and simple:

Dear Sir

I’m currently replacing my old payment gateway with moneybookers, Please activate merchant services and md5 signatures on my account.

Thanks

One day later I got my reply, a reply that made me realize that I have done a mistake to ask for that.

Dear Mr.,

Thank you for your e-mail.

Please be kindly advised that in order to activate your account you need to complete the full mandatory verification of your account as now it is temporally suspended for any payments.

Therefore we kindly ask you to provide us with the following documents to process the account verification on our end:
1. A colored copy of a valid official identification document of the Moneybookers account holder such as your international passport, national identity card(front and back) or driving license
2. Proof of registered address such as Utility Bill or Bank Statement (within last three months) please also note that this cannot be a cell phone bill or invoice and should
be a recurring document, sent out to you on a regular basis.
3. Incorporation certificate or similar document that proves you are operating a legitimate business (in case you have registered company)
4. Details of your shareholders and business partners if applicable – on your business letter headed paper, signed and stamped by a company representative (not required for Sole Traders). Alternatively, you may enter this information in the merchant questionnaire.
5. An explanation of your business activities including URLs/ Auction IDs where applicable
6. Please fill out the attached merchant Questionnaire (in case some of the fields are not applicable to your business status / model please kindly mention in the relevant field “not applicable”.

You can send them via email – please scan the required and then attach the scanned in reply to this e-mail.

Additionally you are required to include on your web site the following:
– Terms and Conditions
– Privacy and return policy
– Contact details (Physical address and phone number)
– Company name and registration number

As you are using your Moneybookers account for commercial purposes, the account is now considered a business one, and therefore from now on subject to our commercial fees.
More detailed information regarding our fees you can see on the link below:
http://www.moneybookers.com/ads/merchant-account/fees/

That is far more than I was shooting for, and I knew that this will not end well, so I decided to bail and keep my account a normal one as it used to be si I said:

Hi.

This sounds like a lot of work. I think I’ll just stick to my old payment processing gateway for now. I’ll let you know if I decide to start using your service.

Please change my account back to a regular account, and disable to merchant tools.

Thanks
Best regards

But that did not cut it, it just made things worse

Thank you for your e-mail.

Please be kindly advised that in order to allow to use our services in the future you need to provide us with the documents requested in your previous e-mail.

The verification documentation is required according to the Money Laundering Regulation 2007, the guidance issued by the JMLSG as well as the EU Money Laundering Directive. We need to be in a position to prove that we “know who our clients” are.

We have included in our terms and conditions that we may request any information as well as additional information from you in order to fulfill these obligations (Section 3, Membership). We are regulated by the Financial Services Authority (FSA) in the United Kingdom and were one of the first companies to be issued an E-money Licence under UK law. Therefore we also have an obligation to be regularly audited to ensure compliance to the above.

Please note that now your account is suspended for any outgoing transaction until you complete the full mandatory verification of your account by providing us with :

1. A colored copy of a valid official identification document of the Moneybookers account holder such as your international passport, national identity card(front and back) or driving license
2. Proof of registered address such as Utility Bill or Bank Statement (within last three months) please also note that this cannot be a cell phone bill or invoice and should
be a recurring document, sent out to you on a regular basis.
3. Incorporation certificate or similar document that proves you are operating a legitimate business (in case you have registered company)
4. Details of your shareholders and business partners if applicable – on your business letter headed paper, signed and stamped by a company representative (not required for Sole Traders). Alternatively, you may enter this information in the merchant questionnaire.
5. An explanation of your business activities including URLs/ Auction IDs where applicable
6. Please fill out the attached merchant Questionnaire (in case some of the fields are not applicable to your business status / model please kindly mention in the relevant field “not applicable”.

Additionally we have deactivated the option for you to receive any instant payments made with credit and debit cards and you are only able to receive funds via bank transfer and form other Moneybookers/Skrill users.

And so it starts, I didn’t have much in the account, and I was thinking if what I had was worth un-dusting my old scanner , collect all documents and through my privacy in the dump. But I did it anyway, may be just to avoid having some company somewhere think that I’m some kind of a fraud. so I sent the documents. except for the utility bill, doing that just bought me a ticket to the naughty chair.

Dear Mr.,

Thank you for your e-mail.

Please be kindly advised that in order to reactivate your acocunt you need to provide us with the following information and documents:

1. Proof of registered address such as Utility Bill or Bank Statement (within last three months) please also note that this cannot be a cell phone bill or invoice and should
be a recurring document, sent out to you on a regular basis.
2. We have noticed that you are receiving donation on your website http://angrybyte.com using our payment gateway.Through our services you can accept donations only in case you can provide us with a legal document (charity license or donations certificate) allowing you to accept donations, confirming that your activities are monitored and regulated by the relevant authorities.

Now your account is suspended for any payments -incoming and outgoing.

And now I must prove that I’m a charity, isn’t that peachy? First of all, a simple google search of “moneybookers donations” will return thousands of websites that are using moneybookers to collect donations, let alone millions of others using paypal (the company moneybookers is trying to mimic) for that purpose. so I swallowed my pride, looked up an utility bill, sent it, and removed the donations button from website.

Dear Skrill Merchant Services

Attached is my most recent electricity bill.
I’m not a charity, and I hold no license as such. My website doesn’t
accept donation through your service anymore, sorry for the confusion
on my side.

Best regards

At this point, I realized that my account is as good as dead, but why give up now? a day later they sent an email copy/pasting the second part of the old email, as if they would really buy it if a simple computer tips blog was a registered charity ?

Dear Skrill Merchant Services

Can you please point out the pages on http://angrybyte.com where donations are still being accepted using your gateway. There are none according to my knowledge. I’ll be happy to take them down immediately.

A day next they said they will inspect my case again, just to contact me again with the inevitable news, my account is terminated.

Dear Mr,

We regret to inform you that unfortunately, your business model is not accepted by our regulations and we will not be able to provide you with our services from this point further.

You are now able to withdraw the remaining funds form your account.

For additional information according our regulations please refer to the Terms and Conditions section on our website:
http://www.moneybookers.com/app/help.pl?s=terms

Kind regards,
Moneybookers Merchant Services

and that was that, they had me send a pile of documents, complete a questionnaire about how many shareholders I had, and waste some quality time sending them emails, when they knew that my account WILL be terminated the moment they saw the donations button on my page. Someone can say “and why didn’t you read the TOS?” I didn’t read the whole thing, so bite me, and may the one that reads every TOS he agrees on throw the first stone. my usage of the service was fair, and the only two dontations that I received was from some nice guy who requested some modifications on one of my free plugins. So I guess it is time to finally open a Paypal account like everyone else, and let these nice guys at moneybookers find some other clients with a gang of shareholders.

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