For reasons that are entirely unclear, our payment provider Skrill / Moneybookers has terminated our contract with them. This came totally out of the blue, with no reason given whatsoever.
We made repeated requests by phone and email to inquire why they were taking these actions and what we could do to make them reconsider. Increasse of reserve, increased fees, providing additional documentation. We asked them to name it and we would provide it. We never received anything but a canned reply to any of these offers.
This is especially sad, as the whole time we had been using Skrill / Moneybookers we didn't have a single complaint filed against us, not a single requested refund and zero reason for them to take such overly drastic actions.
Before our office moved from Germany to Colombia, we specifically inquired if they had any reservations against such an address change and which papers they would require after the move for a new address verification. Skrill / Moneybookers offered no reservations about this move and the requested papers were provided in due course at the earliest possible opportunity.
Exactly six months later the termination notice came in.
Every attempt to resolve this by phone was stonewalled with the promise to forward it to their security department, which would contact us in due course. Of course they never called back.
Any attempt to resolve the matter by email was stonewalled with a canned reply like this:
Thank you for contacting Skrill.
Please find in attached the termination notice we have sent to you on May 15th 2013.
We understand your disappointment regarding the termination of your account. However, as the notice indicates, the termination proceeded as per article 16.3.1 of our Merchant T&C and we are not able to provide you with our services or more information about the account closure.
That section in the Merchant Terms and Conditions simply states that they reserve the right to choose with whom they do business and might terminate any contract at any given time for no reasons.
If you're considering using Skrill / Moneybookers, then our advice is: Think twice if you want to do business with them. They might hang you out to dry at any given time for no reason whatsoever.