ComplaintsforPayoneer, Inc.

Financial Services

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Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dear Payoneer and BBB,I am writing to file a formal complaint regarding the unjust closure of my Payoneer account without proper explanation or opportunity for remediation.Despite submitting all requested documents, including proof of address and identification, my account was closed without clear reason, and I was informed that it cannot be reactivated. This action appears to violate several key protections under ************** regulations, specifically:PSD2 ************************* Directive): Under this directive, financial service providers are required to maintain transparency and fair treatment towards customers. The abrupt and unexplained closure of my account without sufficient communication fails to meet these standards.**** ************* Protection Regulation): The **** mandates that users have the right to access information and receive explanations regarding decisions that significantly affect them. The lack of a detailed explanation or recourse violates these rights.Requested Action: I respectfully request:A detailed explanation for the account closure, including any specific breaches or issues that led to this decision.Immediate reinstatement of my account, as per my rights under ** regulations, or a clear path to resolve any outstanding issues.I trust that Payoneer values its obligations under ** law and looks forward to your prompt response and resolution of this matter.Thank you for your attention to this serious issue.Sincerely,************************
Business response
09/04/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** *********

Dear *****************************:

In reference to your e-mail dated 09/04/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 08/27/2024.?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 (****************).

Following our review of ************************'s Payoneer account details and activities, which included an extensive investigation and careful consideration, on 09/02/2024, Payoneer chose to cease the provision of the Payoneer **************** to ******* Stradalov. 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 ******* Stradalov must find a different venue.

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,
******************* ID: ******

Customer response
09/07/2024
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:

Dear *****************************,

I am writing to further my complaint regarding Payoneer ***** following their response dated 09/04/2024, in which they stated the closure of my account without providing specific reasons. As a resident of *******, Payoneer is subject to compliance with the European Unions legal framework due to its service provision within the ****** jurisdiction. Therefore, the actions of Payoneer in this matter appear to contravene several key ** regulations, including but not limited to:

1. Violation of the ************ Protection Regulation (GDPR):
Article 12 (Transparent Information, Communication and Modalities for the Exercise of the Rights of the Data Subject): This regulation mandates that data subjects (customers) have the right to receive clear, transparent, and easily understandable information regarding the processing of their personal data.

Article 15 (Right of Access by the Data Subject): I am entitled to know what personal data has been collected about me, the purposes for processing, and with whom this data has been shared. Payoneer has failed to provide this information, which is a direct violation of my rights under GDPR.

Article 17 (Right to Erasure - Right to be Forgotten): I have the right to request the deletion of my data if there are no legitimate grounds for its continued processing, especially since my account has been terminated without explanation.

2. Violation of the ************************ Directive (PSD2):
Article 101 (Access to ***************** Under PSD2, financial service providers must ensure non-discriminatory access to payment services and must provide clear reasoning when denying or terminating service. The arbitrary closure of my account without clear and specific reasons is in direct conflict with this directive.
3. Failure to Provide Information on Security Measures and Data Sharing:
Payoneer has not disclosed what security measures have been applied to my account or how my data is being handled. Furthermore, I have not been informed about what data was collected from my devices or whether this data was shared with third parties. This lack of transparency is a breach of GDPRs principles on data protection by design and by default.
Requested Actions:
Full Disclosure of Data: Provide a complete account of all personal data collected from me, including data from my devices, the purposes of such collection, and any third parties with whom this data has been shared, as per my rights under GDPR Article 15.

Clear Explanation for Account Closure: An explanation of the specific reasons for the closure of my account, as mandated by PSD2 and consumer protection laws within the ***

Reinstatement of Services or Alternative Resolution: A clear path forward, including the potential for reinstatement of my account or a detailed explanation of how any issues may be resolved.

Failure to address these requests will result in the escalation of this matter to relevant European regulatory bodies, including data protection authorities and financial service regulators, for further investigation into potential violations of my consumer and data protection rights.

Thank you for your prompt attention to this matter. I look forward to your detailed response and resolution of my concerns.

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

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

Sincerely,

************************
Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I am filing this complaint as I am not receiving any response from Payoneer in 4 weeks, my money are hold and no one knows when it will be active.So, I have received a request to submit documents for review in spring, in a few days I have provided them to Payoneer and I have received a response ONLY in August. So 3 month someone was checking, in August I have received a rejection for this documents and almost straightaway my account got blocked.I have send documents again, which were not reviewed correctly, I have called to support team and they have transferred it for review again and currently this review is going on for almost a month! And money that I have I cannot even withdrawn. I am calling every day to support to get any updates, because I do not even have a time frame for this. I do not understand what to do next because the only response that I get - "we do not know the time for the review, just wait"But my documents have also been waiting from spring to august! Please, help me. I need to get any updates and reinstate my account - I have provided everything needed and still got no updates at all.Thank you.
Business response
09/11/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** *********

Dear *****************************:

In reference to your e-mail dated 09/04/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 11/12/2020.? 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, due to certain activities and changes made to ****************'s Payoneer account, some advanced features like requesting a payment, and receiving accounts have been disabled for their account on 08/08/2024. We requested additional information from **************** in order to review their request to reinstate their account.
We received the requested documents and information from **************** on 09/10/2024, which was expedited for review. Following our review, ****************'s account was re-opened on 09/11/2024.
We have been in touch with ****************, and advised them that their balances are now enabled, and they can now continue to use our services. 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,
******************* *********
Customer response
09/14/2024
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
09/03/2024
Complaint Type:
Billing Issues
Status:
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.
Hello,I have been working with Payoneer since May 2021. I run an e-commerce business and utilize well-known payment providers like ****** to process payments from sales.On Monday, September 2nd, Payoneer blocked my account without any valid reason, despite the fact that I have over $120,000 in funds in that account. I have been working with Payoneer for three years without any issues, and suddenly, they deactivated my account and instructed me to find another bank.This abrupt action is causing significant harm to my business, and I find it unacceptable that such a decision was made without proper explanation or recourse. I am filing this complaint because I believe this situation requires immediate attention and resolution.Thank you for your time and consideration.Sincerely,************** ******************* ********* *** * Customer ID ********.
Business response
09/03/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ************************ ********* *******

CUSTOMER EXPERIENCE COMPLAINT ID #********

Dear ***********************:

In reference to your e-mail dated 09/03/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 05/11/2021.?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 **************'s Payoneer account details and activities, which included an extensive investigation and careful consideration, on 09/02/2024, 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 advise ************** to do so as soon as possible.

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,
******************* ID: ******
Initial Complaint
08/30/2024
Complaint Type:
Product Issues
Status:
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.
This complaint is regarding a canceled transaction on 08/25/2024. I withdrew $61.68 from my Payoneer account to be transferred to my bank account as I have done several times in the past, but because of a wrong amount I canceled the transaction a few minutes after I had submitted the withdrawal request. I contacted customer care immediately and they canceled it. I followed up on that, the days following, and customer support agents kept telling me to wait for three business days before the canceled transaction gets processed, and the money is back in my Payoneer account, and after the three business days, they said it might take 14 business days! This is absolutely ridiculous keeping my money in the intermediary bank connected with Payoneer, and not refunding it. I am also advised to not make another transaction until the current canceled transaction gets processed. This is causing me a lot of stress because I need to make another transfer to my bank account for rent and another payments. When I asked them the name of the intermediary bank involved they keep saying they don't know since it changes with every transaction. This is absolutely outrageous holding customers' money for days at end, making an interest on that. I demand that you process the canceled transaction and refund the money immediately back to my Payoneer account so I can make another transaction. I've mentioned the transaction number below for reference.I've attached the screenshots of both the canceled transaction to my bank account which shows as Pending and the ******* transaction that shows as Completed, both which should be refunded to my Payoneer account.*Additionally they have the same excuse with ******* transactions as well in which ******* preauthorizes a charge for an order and then releases the extra charge based on the final amount but that extra charge doesn't show up in the Payoneer account for days.*
Business response
09/08/2024
********* ** **** ********** ************* *** ****** ******** ****** ******* ********************* ********************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** *********

Dear ******:

In reference to your e-mail dated September 1, 2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 April 18, 2021. 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 payment in question was stuck due to the registered bank account being in a closed status.
The payment has been cancelled and returned to the customers USD Balance within their ****************** Account

We would like to take this opportunity to thank you and Carleton 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 Care Case Specialist
Initial Complaint
08/30/2024
Complaint Type:
Order Issues
Status:
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.
Dear Better Business Bureau,I am filing a complaint against Payoneer for repeatedly rejecting a Certified Copy of the Articles of Organization as proof of ownership for my company, ************************ This document, issued by the Maryland State Department of Assessments and Taxation, clearly states that *********************** is the 100% owner. Despite its legitimacy, Payoneer deemed it "incomplete" and requested additional documentation that shows all Ultimate Beneficial Owners (UBOs) and intermediate owners, even though no other owners exist.This rejection is unwarranted, as the Articles of Organization are universally accepted as legal proof of ownership. Payoneers vague guidelines have caused unnecessary delays, disrupting my business operations.I request that Payoneer re-evaluate the submitted document, accept it as valid proof of ownership, or provide clear alternative documentation requirements. A prompt resolution is needed to prevent further delays in accessing my account.Sincerely,***********************
Business response
09/01/2024
********* ** **** ********** ************* *** ****** ******** ****** ******* ********************* ********************************************************************************** ****** ************** **** ************** ***** ******************************** ********* *******

CUSTOMER EXPERIENCE COMPLAINT ID # ********

Dear *******************************:

In reference to your e-mail dated August 30, 2024, with respect to Complaint # ********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 12/31/2024. 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 document that is being provided, although a certified document, is missing crucial infomration for approval. We require the document to include a breakdown of pownership percentage for all beneficiary owners with 25% or more ownership of the company.
This may come in a form of a certified letter from the company lawyer or accountant.

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 Care Case Specialist
Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi,I'm reaching out as my Payoneer account is disable / block which i didn't request to be shout down .I have also been using my account for many years regular and work normal .This is the ticket complain :************* Payonner reply by mail this message :Unfortunately, we are not able to support your country of residence and your account is now closed .My account since :2018 I want to ask for my account to be reopened, and possibly know why it was blocked so i can prevent it from happing next time .Need my money back to me as Payoneer not let me to login to my account MY USD balance almost : 450$Thank you *****
Business response
09/12/2024
********* *** **** ********** ************* *** ****** ******** ****** ******* ********************* ********************************************************************************** ****** ************** **** ************** ***** ******************************** ********* ******* ******** ********** ********* ** *********

Dear *****:

In reference to your e-mail dated September, with respect to Complaint # ********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 11/12/2018. 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 (****************).
After a review of the account we see the card was shipped as requested.
We have ordered the customer a new card via DHL shipping free of charge.
I am happy to say the card has arrived and is now active.

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 Care Case Specialist
Initial Complaint
08/27/2024
Complaint Type:
Product Issues
Status:
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.
Hello, I have been using Payoneer for 3 years. I a job on fiber without any problems. Payoneer closed my account without reason. When I contact customer support, they evade the answer. My funds have been frozen, amounting to ***** euros. Because of this, it has caused me several problems. I just want my money back. I no longer want to work with Payoneer.Email : ************************* Id : ********
Business response
09/01/2024
********* ** **** ********** ************* *** ****** ******** ****** ******* ********************* ********************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********

Dear ***********************:

In reference to your e-mail dated August 30, 2024, with respect to Complaint # ********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 12/14/2021. 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 (****************).
Following our review of the customer's ****************** account details and activities, which included an extensive investigation and careful consideration, on August 20, 2024, Payoneer chose to cease the provision of the Payoneer **************** to them. 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 Hakyma must find a different venue.

Concerning the account current balances ***** USD and ********* EUR - the funds are considered to be "blocked" and will be released on October 20, 2024. At this date Hakyma will be granted access access to their account to deflate the remaining funds

We would like to take this opportunity to thank you and Hakymafor 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 Care Case Specialist
Initial Complaint
08/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a formal complaint against Payoneer for unprofessional and unfair business practices that have severely impacted my business operations.I run a solo video production and editing business where I collaborate primarily with small to medium-sized businesses. On August 9th, I signed up for a Payoneer account to facilitate receiving payments from my clients. Two weeks ago, I successfully received my first payment of $300 from a client for a completed project. However, shortly after this payment was processed, Payoneer inexplicably disabled the "Request Payment" feature on my account and froze all of my balances in every currency.Since then, I have reached out to Payoneer's customer support multiple times, but all I have been told is that my account is undergoing an "internal review." Despite my repeated attempts to obtain more information or a timeline, I have received no further details or clarity regarding the status of my account. The $300 I received from my client is still being held by Payoneer, and I have no information on when or if this issue will be resolved.This situation is unacceptable. I rely on timely payments to maintain my operations, and the lack of communication from Payoneer is deeply concerning. I expect Payoneer to contact me immediately with a resolution and to release the funds that rightfully belong to **** request that the BBB assist me in resolving this matter as soon as possible.Thank you for your attention to this serious issue.
Business response
09/05/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ******************************** ********* ******* ******** ********** ********* ** *********

Dear *******************************:

In reference to your e-mail dated 08/28/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 ********************************* registered to ****************** services online on 08/09/2024.? 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 (www.payoneer.com).

According to our records, *************'s Payoneer account was currently undergoing an internal review.??We periodically review accounts for security purposes and to ensure that customers are still in good standing. We understand the timing of our review has caused an issue?for ******************;considering they were expecting to receive payments very soon.?Unfortunately, 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.
Our Internal Review team has completed their review, and ********************;account has been re-opened. We have been in touch with ************* and advised them that their balance is now enabled, and they can continue to use our services.

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,
******************* *********

Customer response
09/10/2024
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
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Payoneer closed my 4-year old account because for some reason they don't accept learner's permits as an official form of ID. It's is my official government issues form of ID. It has the exact same criteria they requested on a driver's license. What does it matter that it's a learner's permit instead of a driver's license if it's still a real ID? Why? This is the only payment method for one of my main sources of income and you're stopping me from getting my checks because of your finicky, useless security checks. I'm a long standing account and there has been no suspicious behavior. It makes no sense to ruin someone's like thus just because you feel like it.
Business response
09/05/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ****************************** ********* *******
CUSTOMER EXPERIENCE COMPLAINT ID #********

Dear *****************************:

In reference to your e-mail dated 08/27/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 02/23/2020.? 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, during registration, the customer provided a learner's permit as proof of identification.
We unfortunately do not accept Learner's Permits as acceptable form of ID. As per Section 16.2 of our terms and conditions, "You authorize Payoneer, directly or through third parties, to make any inquiries we consider necessary to validate your identity or the identity of your company, as applicable. This may include asking you for further information, requiring you to provide your date of birth, a taxpayer identification number and other information that will allow us to reasonably identify you or your company, requiring you to take steps to confirm ownership of your email address or financial instruments, ordering a credit report, or verifying your information against third party databases or through other sources. We may also ask to see your drivers license, passport or other identifying documents, as well as certain company documentation, at any time. For some Payoneer Services, federal law requires that Payoneer verify some of your details or your companys details. Payoneer reserves the right to close, suspend, or limit access to the Payoneer Services in the event we are unable to obtain or verify this information or if the information does not satisfy our requirements."

As of now, a learner's permit does not meet our regulatory requirements.
We have been in touch with *********************** and advised on what types of ID's are acceptable, to which she acknowledged and notified us that she is working on providing us a valid ID. Once *********************** is able to obtain a valid ID, we advised that she re-submits it, so that we can proceed with our review.

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,
******************* *********
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a Payoneer user since 2020. My employer needs to pay me through their service but my account is not able to receive payments. When inquiring to Customer Support, they are not transparent with why my account is still open but unable to receive payments. They talk about an account review but don't provide details on when a resolution can be provided. I haven't done anything illegal, I'm just a freelance worker that provides services in customer service to US companies. I would like to be able to be paid by my employer via Payoneer.
Business response
08/29/2024
********** ********** ************* *** ****** ******** ****** ******* *************************** ******************************************************* ************************ ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** *********

Dear *****************************:

In reference to your e-mail dated 08/23/2024, with respect to Complaint #********, we hereby respond to you as follows:

Payoneer *** (Payoneer), a Delaware corporation, 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 05/13/2020.? 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,we received notice from *************************** that he wasn't able to receive payments from his employer, due to his receiving account not being set up. Upon receiving this notification, our Internal Review team reviewed the request and re-enabled the service for ***************************. We advised *************************** that he was now able to use this service. Additionally, we re-enabled ******************************* "request a payment" service, and further advised him that his account is now fully functional.

We have been in touch with ***************************, and he has confirmed that his account is fully functional. 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,
******************* *********

Customer response
08/29/2024
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,

***************************

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