Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 months ago, I purchased a ****** pixel phone. Due to a problem with the batteries, ****** offered a $100 refund to anyone with this particular phone, but they had to receive the refund through Payoneer. I was able to get the refund, but I have now been signed up for their annual service and will be charged $30 each year. I have tried repeatedly to cancel the service, but Payoneer cannot be contacted. They ask for specific information, and once it's provided, they ask for it again. As a result, I am unable to log on to my account. I submitted a cancellation request and it was ignored.

  Business Response

  Date: 07/27/2025

  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ******************************
  ******************
  ****** *************
  **** **************
  ***** ****** *************** *******
  
  ******** ********** ********* ** * ********
  
  Dear ******:
  
  In reference to your e-mail dated July 26, 2025, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments.
  
  The Customer who submitted the complaint ***** Close (the Customer) registered to receive a ****** Refund/Compensation through Payoneer services online on July 18, 2025. The registration process ***** used to register is specific to only receive the refund expected from ****** and the account i snot under ****************** Contract.

  The amount of 100 USD was sent to ***** through a direct Bank Transfer and there are no annual fees related to the registration of Account Holder ID ******** with email address ******************************
  
  An email was sent to ******* registered email address with the above infomration as well as a request to provide additonal information related to the mentioned annual fee. 

  We suggest ***** to also contact ****** to request any infomration related to the fees that are charged for receiving this refund.
  
  We would like to take this opportunity to thank you and ***** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns. 
  
  
  With kind regards,
  
  ****** *********-***** Employee ID: ****

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using payoneer for the last year and they asked for photo of ID without interrupting the service, but now the disabled my account and I cannot receive money and they say it's just under internal verification but they are taking quite a while, Its been now two weeks and according to reddit they might take 2 or 3 months but I need the account since it's the only way I get paid. I would like to get help about this for them to not take that long please.

  Business Response

  Date: 07/23/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** **** *** ***** ********* *******
  
  ******** ********** ********* ** *********
  
  Dear **** *** ***** 
  
  In reference to your e-mail dated 07/22/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ******** ******* (the Customer) registered to ****************** services online on 05/16/2024. Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Please be advised, ******** ********* Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. Once the review is initiated, we cannot pause it to take it up at a later time. We must allow the review to run its course. 
  
  With that said, the review has now been completed, and ******** ********* balances have been restored. ******** ******* may proceed to use their account as normal.
  
  We would like to take this opportunity to thank you and ******** ******* for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee ID: ******
  
  

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,Im filing this complaint regarding an unresolved issue with Payoneer that is seriously affecting my livelihood.On July 19, 2025, I submitted support ticket #************* to Payoneer about a critical issue with my USD receiving account (Customer ID: *********. I had requested to close the old account (ending in 2235) as I needed one compatible with ******. I received and activated the new account.However, I later discovered that **** doesnt allow sellers to change their linked Payoneer account. **** keeps trying to send payouts (now over $350) to the closed account. **** support confirmed they cant update the payout method and advised me to contact Payoneer to either reactivate the old account or issue a new one with identical bank details.Despite my explanation and attached proof (bank statements and screenshots), Ive only received an auto-reply from Payoneer with no human response or resolution after several days. Ive attached ***** message confirming they cant assist and that only Payoneer can resolve this.This issue is urgent. Im a university student managing this Etsy shop for a small business. These funds are my only income. Losing access to $350 is financially devastating. It may harm my standing with the supplier I work with, result in job loss, and potentially leave me liable for repayment. This puts enormous pressure on me and my family.All Im requesting is that Payoneer either:1. Reactivate the old USD receiving account ending in 2235, OR 2. Issue a new account with identical bank details.This is the only way **** can release the funds.I hope BBB can help bring attention to this issue. Thank you for your time and support.Sincerely, ***** ********** Email: *********************** Customer ID: ******** Support Ticket: *************

  Business Response

  Date: 07/30/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** **************** ********* ******* 
  
  ******** ********** ********* ** *********
  
  Dear ****** ********: 
  
  In reference to your e-mail dated 07/22/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ***** ****** (the Customer) registered to ****************** services online on 08/25/2023.? Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).
   
  According to our records, on 07/07/2025, the customer ***** ****** requested to close their USD receiving account ending in #**** and open a new account. ***** ****** then notified us that he was unable to receive his Etsy payments to the new receiving account. Due to this, we have re-opened ***** ******** previous receiving account ending in #****, as per their request.
  
  We have sent multiple correspondences to ***** ****** to confirm the reactivation of their receiving account, but unfortunately, have not received any response. We advised ***** ****** to reach out to our Customer Support team if they still require additional assistance.

  Accordingly, the above captioned complaint is now considered resolved.

  We would like to take this opportunity to thank you and ***** ****** for providing us with their feedback and regret the inconvenience caused.? 
  
  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ***** Employee *********

  Customer Answer

  Date: 07/31/2025

  Thank you for your assistance and for reopening my previous USD receiving account ending in #****. I confirm that the account is now active and able to receive my **** payments. The resolution is satisfactory to me.
  
  Sincerely,  
  ***** ******
  
  

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payoneer is holding our money hostage. They are payment platform where we have received payments too for a while and we cannot gain access to our account. Our password reset doesn't work and the number they have on file to receive a text message is an old landline. I have contacted their customer service 25+ times with no resolution. I've provided every piece of ID and documents requested but they refuse to unlock the account. We try to call on the phone and they don't accept phone calls and refer you back to the website. We have money sitting in our account and they will not give us access.

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Thank you for getting involved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm submitting this complaint regarding my ongoing inability to open and use an account on the platform, despite repeated attempts going back to 2023 (about few weeks of effort), and again in 2025 (another few weeks of active attempts). The core issue is that I'm unable to create or verify a new account due to technical problems and what I believe is a failure to properly delete old or blocked accounts connected to my personal information (such as email, phone number, or device).I have submitted multiple support tickets, and while I do receive replies, they are always automated or incorrect sometimes even contradictory. Examples of what support has told me:Your issue is resolved, you may now create an account. (but I can't)We cant find any account with your information. (but I still can't use my info to register)Your account is active, complete the steps. (yet there is no access)Weve emailed you the required steps. (but no email ever arrives)These responses have led to confusion and further account blocks, because I trusted the support messages and tried to proceed, thinking the problem was fixed. In reality, nothing was fixed, and Ive now had multiple accounts blocked due to repeated failed attempts all triggered by following the support team's bad instructions.The login experience is another disaster. On different devices and browsers, I get:You are blocked.Your information is ************* are locked out.When I attempt to reset the password, no reset emails are ever received, despite checking spam/junk folders and confirming the email address is correct.All Im asking is for technical support to completely and properly remove any previous accounts or data linked to my name, email, or phone number. This would let me start clean and finally open a usable account.Frankly, this shouldn't take more than a few minutes and a couple of clicks by someone on their technical team.

  Business Response

  Date: 07/22/2025

  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ******************************
  ******************
  ****** *************
  **** **************
  ***** ******* **************** *******
  
  ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated July 17, 2025, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments.
  
  The Customer who submitted the complaint ***** ******** (the Customer) registered to ****************** services online on July 10, 2025.  The Payoneer services enables customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.  The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).

  
  We have completed a review of the customer's multiple account registrations.

  The review has successfully allowed us to re-open the original registration with customer ID ******** under the email address ******************************. The customer has been instructed to log into this account and provide required information requested in the ******************** An email has been sent with relative instructions.
  
  We would like to take this opportunity to thank you and ***** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns. 
  
  
  With kind regards,
  
  ****** *********-***** Employee ID: 1***

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   While I did receive a response from Payoneer informing me that my account was unblocked and I was able to log in the account was immediately locked again when I was asked to answer a security question. Unfortunately, I do not recall the exact answer since it was a routine question set years ago, and it's also complicated by the fact that the answer involves an Arabic location with many possible spellings.

   

  I followed the recovery steps, including entering my phone number and receiving the *** code successfully. However, the final step receiving the password reset email never happened. I have checked all folders, and nothing has arrived. Yet I continue to receive other emails from Payoneer, including surveys, so the issue seems to be with system-generated reset emails specifically.

   

  After reading online, I noticed that many users have reported this same issue, so it appears to be a recurring technical problem on Payoneer's side.

  This is not out of dissatisfaction, but rather an attempt to fully resolve an issue that was only partially solved.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 07/30/2025

  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ******************************
  ******************
  ****** *************
  **** **************
  ***** ******* **************** *******
  
  ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated July 17, 2025, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments.
  
  The Customer who submitted the complaint ***** Abdeaal (the Customer) registered to ****************** services online on July 10, 2025.  The Payoneer services enables customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.  The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************)

  The customer's account was closed due to already having a Payoneer Account. The original account registered on February 16, ********************************************************************************* and contact Customer Support.

  We have completed the required procedure to update the address and provide access to the original account (ID *********
  
  We would like to take this opportunity to thank you and ***** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns. 
  
  
  With kind regards,
  
  ****** *********-***** Employee ID* ****

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Payoneer Support Team,My name is ****** ****, and I am reaching out to request your help regarding an setting up a new Payoneer account.I previously had a Payoneer account under the Customer ID ********, which I used to receive payments from my **** business. However, after that business was closed, I no longer needed that specific Payoneer account. I attempted to disconnect the associated **** account from ******************, but was unable to do so on my own.I contacted your customer support team, and based on their advice, I proceeded to close the existing account and was told that I could create a new one using a different email address. I followed this instruction and received the confirmation of account closure on 30 jun 2025 After that, I attempted to register for a new Payoneer account using a completely different email address and also a different phone number (to ensure the new account would not conflict with the previous one). However, during the registration process, the application for the new account Customer ID ******** ************************** was unexpectedly declined. I did not even get the opportunity to complete the verification process.I carefully followed all the instructions provided, and I have no understanding of why the new application was declined. I have not received any specific reason for the rejection, nor was I asked to submit any documents before the account was blocked or declined.This situation is creating a serious disruption for me, as Payoneer is an essential tool for receiving business payments. Without a verified Payoneer account, I am unable to receive funds and operate my business efficiently.Kindly review the new account application (Customer ID: ********* and allow me to complete the verification process,Please let me know if any documents, identification, or further information are needed from my side to assist in resolving this matter.I appreciate your time and attention to this issue,****** ****

  Business Response

  Date: 07/15/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** ******* ******* ********* *******
  
  ******** ********** ********* ** *********
  
  Dear ******* ******: 
  
  In reference to your e-mail dated 07/14/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ****** **** (the Customer) registered to ****************** services online on 07/13/2025. Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Please be advised, ****** ****** Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. Please be advised, once the review is initiated, we cannot pause it to take it up at a later time. We must allow the review to run its course. 
  
  With that said, please note, the review has now been completed, and ****** ****** balances have been restored. ****** **** may proceed to use their account as normal.
  
  We would like to take this opportunity to thank you and ****** **** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee ID: ******
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of a Payoneer account registered with the email *************************** My Customer Support ID is *************************** has suddenly and unfairly disabled my account without any prior notice, request for documents, or valid explanation. My account currently holds a balance of $1,263, and I am simply requesting that this amount be released and withdrawn to my linked bank account.I do not wish to continue using Payoneers services. I only want to receive the money that rightfully belongs to me. Payoneer has provided no justification for freezing my account and has ignored follow-up attempts for clarification.This is a serious issue withholding someones funds without reason or communication is unethical and unacceptable.I request the Better Business Bureau to assist in pressuring Payoneer to allow me to withdraw my funds immediately. That is all I ask.Thank you.

  Business Response

  Date: 07/24/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** **************** ********* ******* 
  
  ******** ********** ********* ** *********
  
  Dear ****** ********* 
  
  In reference to your e-mail dated 07/14/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint **** ****** (the Customer) registered to ****************** services online on 01/30/2025.?Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.?The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Following our review of **** ******** Payoneer account details and activities, which included an extensive investigation and careful consideration, on 07/15/2025, Payoneer chose to cease the provision of the Payoneer **************** to **** ******. We periodically review accounts for security purposes and to ensure that customers are still in good standing. 
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements. 
  
  In order to receive payments **** ******?must find a different venue. 
  
  With regards to the withdrawal of remaining balance - account was unblocked and set for deflation.?**** ****** can log in and?withdraw any existing funds.? 
  
  We would like to take this opportunity to thank you and **** ****** for providing us with their feedback and regret the inconvenience caused.? 
  
  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ***** Employee ID: ******
  
  

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long-time Payoneer user (34 years) and recently my account was deactivated without prior warning. The only explanation provided was a general reference to a violation of Payoneers Terms and Conditions. However, I have not been informed of any specific rule or activity that led to this decision.I use my Payoneer account solely for business purposes, primarily to receive payments from ****. I did not knowingly violate any of Payoneer's terms, and if any issue occurred, it was completely unintentional. I reached out to customer support and respectfully asked for a review or at least specific details of the alleged violation, but I only received generic responses denying access.Additionally, a $180 payment has already been issued by **** and is on the way to my Payoneer account. I have no way to cancel or reroute it, and Payoneer has advised that all incoming funds will be declined leaving me at a loss.Desired resolution:I respectfully request that Payoneer reconsider the deactivation of my account and conduct a full review of my account activity.i want to reinstatement of my account, If reinstatement is not possible, I ask to be granted temporary access or an alternative method to withdraw the pending Etsy payment.I am more than willing to cooperate fully, provide documentation, or address any concerns to bring this issue to a fair resolution.This sudden deactivation has affected my ability to operate my business and receive payments. I hope Payoneer will review this matter with transparency and understanding.

  Business Response

  Date: 07/15/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** **** *** ***** ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID #********
  
  Dear **** *** ***** 
  
  In reference to your e-mail dated 07/13/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ** ***** ***** ****** ***** (the Customer) registered to ****************** services online on 11/28/2022. Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Please be advised, ** ***** ***** ****** *****'s Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. I understand the timing of our review has caused an issue for ** ***** ***** ****** ***** considering they were expecting to receive payments very soon. However, once the review is initiated, we cannot pause it to take it up at a later time. We must allow the review to run its course. 
  
  With that said, please note the review has now been completed, and ** ***** ***** ****** *****'s balances have been restored. ** ***** ***** ****** ***** may proceed to use their account as normal.
  
  We would like to take this opportunity to thank you and ** ***** ***** ****** ***** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee ID: ******
  
  

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,My name is ********* ************* I am from ******* and my registered Payoneer email is [email protected] have completely lost access to the phone number linked to my Payoneer account, which is used for 2-step verification. I successfully reset my account password, but I am still unable to log in because the system continues to require an SMS code sent to a phone number I no longer have access to.I have contacted Payoneer support multiple times using their official contact forms, but all I receive are automated bot responses that lead me in circles. There is no way to reach a real support agent without logging in, and I am locked out of my own account with funds inside.I am urgently asking Payoneer to disable 2-step verification or provide me with an alternative way to verify my identity and regain access to my account. I am ready to provide a photo ID, selfie, or any documents required.Thank you for your help.

  Business Response

  Date: 07/18/2025

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ****** ******* ********* *******
  
  ******** ********** ********* ** *********
  
  Dear ****** ******:
  
  In reference to your e-mail dated July 09, 2025, with respect to Complaint #********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ********* ********** (the Customer) registered to ****************** services online on 08/18/2023.?  Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).
  
  Please be advised, we have sent email correspondences to ********* ********** on 07/09/2025, 07/14/2025, and 07/17/2025 with instructions to reset their login. Unfortunately, ********* ********** has been unresponsive to our communications, therefore, could not proceed with their request. We advised ********* ********** if they are still experiencing issues, to reach out to our Customer Support team for further assistance.

  Accordingly, this matter is now resolved.
  
  Please feel free to contact us if you have any additional questions or concerns.  
  
  **** **** ********
  ***** ******** *** ******
  

  
  

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Payoneer Support Team,I hope this message finds you ******* name is **** Rani, and I am reaching out to request your help regarding an issue Ive encountered while trying to set up a new Payoneer account.I previously had a Payoneer account under the Customer ID ********, which I used to receive payments from my **** business. However, after that business was closed, I no longer needed that specific Payoneer account. I attempted to disconnect the associated **** account from ******************, but was unable to do so on my own.I contacted your customer support team, and based on their advice, I proceeded to close the existing account and was told that I could create a new one using a different email address. I followed this instruction and received the official confirmation of account closure on July 1st, 2025.After that, I attempted to register for a new Payoneer account using a completely different email address and also a different phone number (to ensure the new account would not conflict with the previous one). However, during the registration process, the application for the new account now under Customer ID ******** ************************** was declined. I did not even get the opportunity to complete the verification process it got declined just after putting details.I would like to clarify that I carefully followed all the instructions provided, and I have no understanding of why the new application was declined. I have not received any specific reason for the rejection, nor was I asked to submit any documents before the account was blocked or declined.This situation is creating a serious disruption for me, as Payoneer is an essential tool for receiving business payments.Kindly review the new account application (Customer ID: ********* and allow me to complete the verification process,Please let me know if any documents, identification, or further information are needed from my side to assist in resolving this matter.**** ***i

  Business Response

  Date: 07/14/2025

  **********
  
  ********** *************
  
  *** ****** ******** ****** 
  ******* ***************************
  *******************************************************
  ************************
  ****** ************** 
  **** ************** 
  
  ***** ******* ******* ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID #********
  
  Dear ******* ******: 
  
  In reference to your e-mail dated 07/08/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint **** ***i (the Customer) registered to ****************** services online on 07/07/2025. Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Please be advised, **** ***i's Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. Once the review is initiated, we cannot pause it to take it up at a later time. We must allow the review to run its course. 
  
  Please note, the review has now been completed, and **** ***i's balances have been restored. **** ***i may proceed to use their account as normal.
  
  We would like to take this opportunity to thank you and **** ***i for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee ID: ******