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:03/28/2024

  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.

  My payoneer account got closed without any reason but fine I don't want work with them anymore.Just want to know how much is in my balance and an access to withdraw them.No support from them at all it's all auto response that my account got closed like I don't know that information. Very bad company.

  Business Response

  Date: 04/02/2024

  ***** ** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 3/28/2024, 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.
  
  *** Customer who submitted the complaint ******************* (the Customer) registered to ****************** services online on 5/31/2022.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).
  
  *** account has been adjusted where *************** log in and withdraw the remaining balance of ******** USD to the registered bank account ending in ****.

  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

  Date:03/27/2024

  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.

  I offer a course on the Udemy platform. Udemy has a payment option using PAYONEER wherein the money earned is credited to a MasterCard. I opened an account on ****************** but am unable to reach anyone concerning the location of the card. When I go to their support site, it says I must have an active account to get assistance. I am unable to log in and unable to reset the password because I can not answer the security questions. There is no way to speak to anyone at the financial institution. Their website is a dead-end loop. I have submitted requests via the online form on multiple occasions over the past three months. (#*************, #************, #*************, #*************) There is no response from them. I would like to file a complaint that Payoneer makes it impossible to inquire and get support, and they retain funds that should be dispersed.

  Business Response

  Date: 03/28/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ****************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *****:
  
  In reference to your e-mail dated March 27. 2024, 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.
  
  *** Customer who submitted the complaint ************* (the Customer) registered to ****************** services online on 04/15/2021.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the ****************** website (****************).
  

  On March 26, 2024 the customer ordered an opt-in card and was requested to provide documentation to approve the card.

  This information was provided and on March 27th, the customer was sent an email asking for additonal information in order to approve the card.

  *** customer must follow the instructions on the email from March 27 to allow our Approvals team to complete the review and approve the card.

  Once completed, the customer will receive an email informing her the card has been approved and she will receive an expected arrival date as well.

  
  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

  Customer Answer

  Date: 04/02/2024

  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:

  I am currently able to log in to my account and request funds, however, it took several attempts submitting requests to have my password reset. My complaint is that there is no way to speak by phone to anyone at this financial institution, even though there is a number listed. The number goes to voicemail. There is a chat feature on the website that does not work; it is a broken hyperlink. This lack of access to account information and lack of support is the basis of my complaint.

   

   

   

   

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

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

  Business Response

  Date: 04/14/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ****************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *****************:
  
  In reference to the customer's rejection, 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.
  
  All customers have the relevant contact methods for receiving support via the official link, ********************************************.

  The customers may have one or more of the following options: Phone, Email or Chat.

   

  From reviewing the account, this customer has Chat and email options.

  
  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

  Date:03/27/2024

  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.

  As of 14 days ago, I have been unable to log in to my Payoneer account. I have a problem with the password reset link. I am able to receive every single email sent to my email account and the text codes sent to my phone. However, the only email I do NOT get is the email with the password reset link. I have tried multiple times. I've sent well over one hundred emails and I keep getting sent to different customers support agents (whose emails I also receive).I have tried contacting Payoneer on all of their social media platforms (X/Twitter, ********* etc.) and there has been no resolution to this issue. When I request the password reset with a code on my phone I receive the code and then it tells me that it will send an email and yet 13 days later and I still haven't received an email with the link that will allow me to reset my password. Because this is the account through which I receive my salary, even my employer has sent a ticket trying to resolve this, and yet they have not heard back either. I have ALL of my money in that account, and without access to it, I am unable to even buy food. I have had to borrow money from my elderly, retired parents just to get by. I have had friends in different countries try to call to get customer assistance and they are unable to speak to a live employee. This is an unacceptable situation. I need Payoneer to stop holding my money hostage. Ref ************.Customer ID:********

  Business Response

  Date: 03/28/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ******
  
  In reference to your e-mail dated March 27, 2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *** ********* *********(the Customer) registered to ****************** services online on 03/25/2015.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).

  After reviewing the case and account history, I see that on the following dates *** has received the email with a link to reset the password:

  
  3/26/2024 on 2 occasions
  3/25/2024 on 5 occasions
  3/23/2024 on 3 occasions
  3/22/2024 on 2 occasions and one of them included an one time password was sent
  3/21/2024 on 2 occasions
  3/20/2024 on 10 occasions and one of them included an one time password was sent
  3/18/2024 on 4 occasions
  3/15/2024 on 6 occasions
  
  To further assist, I have reset the password once again from my side and a new email has been sent now with a temporary password.
  
  If Joy does not see the emails being sent, the spam/junk folder should be checked.
  
  It may also be beneficial that Joy attempt the reset the password in a new window using ***ognito mode.
  
  I would like to request that Joy take screenshots of all steps of the process or a complete video of the reset password process if the difficulty continues.

  Payoneer sees no need to provide any compensation for this difficulty as all emails are shown as being sent.
  
  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

  Date:03/26/2024

  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.

  Payoneer simply does not authorize me to edit my registration information. I need to remove incorrect information and place it correctly.I used the wrong fields on the Payoneer online form and entered my data as if it were BUSINESS, but the correct one is PERSONAL.Payoneer does not allow me to edit the information and therefore I cannot withdraw my USD ****** as they now require me to provide a business bank account to withdraw the money. I don't have a company, so I don't have a business bank account or how to open one.That's why I can't withdraw my funds and Payoneer keeps giving me the same answer (add a business account) for weeks and weeks; I don't know if it's due to cynicism or a lack of desire to solve the problem.This is unbelievable!!! I have been dealing with sales platforms at home and abroad for nearly two decades, and only Payoneer made me encounter this problem and there is no solution.I don't have a business bank account and ****************** only allows me to withdraw my funds if I open a business bank account, which is IMPOSSIBLE for **** provided my personal account, I have already sent all kinds of documentation confirming my details for this account and ****************** continues to give me the same answer due to laziness, cynicism or negligence. Not allowing me to withdraw my funds from my sales.

  Business Response

  Date: 03/27/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to your e-mail dated March 26, 2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ************************************** (the Customer) registered to ****************** services online on January 11, 2024.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).

  We understand the difficulty ******** is experiencing from registering for a business account with ****************** and not a personal one.

  Country guidelines in ****** do not allow for a registered Payoneer business account to send funds to a personal bank account. *** bank account is required to be a business bank account

  As this appears to be not possible for ********, she has two options:

  1. She may order a card as suggested and access her funds in this manner. This has been suggested to her as the solution she can receive from Payoneer. Payoneer has no ability to adjust the account from a Business account to a personal account.

  2. She may contact **** to request assistance in having the **** store released and the payments received returned from Payoneer to ****. Once done, she may register correctly for an individual Payoneer account and begin the process once again to receive **** payments.
  
  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

  Customer Answer

  Date: 04/03/2024

  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:

  [Your Answer Here]

   Hello,
  As soon as you contacted Payoneer with my permission, they decided to assist me by providing a solution that they promised would work: creating an exclusive card with them saying so that I could withdraw my funds that have been held with them for weeks and weeks.
  However, using their own card, I was unable to withdraw my funds and they are not responding to me.

   

   

   

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

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

  Business Response

  Date: 04/10/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  The customer needs to use the card at an ATM to withdraw the funds. Due to regulations, we are unable to allow the funds to be withdrawn to their personal bank account.
  
  We would like to take this opportunity to thank you and ******** for providing ** with their feedback and regret the inconvenience caused. 
   
  Please feel free to contact ** if you have any additional questions or concerns.  
  
  
  With kind regards,
  
  ****************************************** Employee ID: ****
  
  Customer Care Case Specialist

• Initial Complaint

  Date:03/26/2024

  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 kind of an online banking service. My employer pays my wages to my account with ******************. Tings have gone smoothly in the past but I recently had to reset my password for access via the app on my phone. The app will sometimes spontaneously make customers do this. I also updated my new telephone number. Just yesterday I tried to sign in and the new password did not work. Then when I used the reset password feature in the app, the verification method via phone number didn't work because somehow they have the wrong phone number listed for me. The phone number that they send a verification to is blocked out except for the final two digits and those digits **** match my number.My complaint comes because in order to access live chat which they suggest, they require you to sign in, which I cannot do. Then they suggest calling for support. Upon calling, an automated voice asks for your customer ID. After you provide the customer ID the automated voice tells you to go online and contact cutomer support via email or live chat. I sent an email ticket via an online form but there was only an automated response. It is impossible to get any customer service. Please help. They have between $100 and $600 of mine that I cannot access.

  Business Response

  Date: 04/04/2024

  ***** ** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *********************************:
  
  In reference to your e-mail dated March 27, 2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *********************** (the Customer) registered to ****************** services online on 4/8/2018.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website *******************

   

  *** difficulty in logging in to the account was due to an invalid phone being linked during the registration process.

  After receiving the required documents to confirm the identity of the account holder (for security reason), the technical adjustments for allowing access and updating the system with the appropriate details was made.

  ****** now has full access to the account.

  
  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

  Customer Answer

  Date: 04/09/2024

  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.  Thank you.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/25/2024

  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.

  Payoneer is the worst company that I have dealt with and Ive been around the world twice. I needed to send money to a vendor to receive critical merchandise for a major event and the continuously rejected payments until.large amounts of information was provided and once it was provided, they slow-rolled processing, then stated that the time limit ran out. This process continued three times and we were not able to receive our merchandise. When you call their customer support number, a recording will tell you to email or chat with them and that doesnt amount to anything at all. Ive had an appendectomy that was less painful than dealing with this terrible company.

  Business Response

  Date: 03/26/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ****************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *****:
  
  In reference to your e-mail dated March 25, 2024, 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 ****************** sender services online on 10/24/2023.  The Payoneer sender services enables individuals and companies to send payments due for commercial transactions between businesses to Payoneer customers approved by ****************** from time to time.  ************ are utilized by customers via an online account, accessible by the customers via the ****************** website (www.payoneer.com).

  As part of the payment approval process, the individuals/businesses that are requesting the payments from ****** are being asked for additonal information.
  
  These requests are not being answered in the relevant timeframe causing the payments to be cancelled and returned to ******.
  
  The person requesting these payments should reach out to Payoneer to provide the needed information in order for us to process the payment when they arrive.
  
  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

  
  

  Customer Answer

  Date: 03/30/2024

  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:

  The biggest problem that I have about this business is their inability to for their customers to contact them in a reasonable amount of time.  My vendors stated that they have been sending them all the info that they have requested, but Payoneer wasn't responding.  I believe my vendor because Payoneer wasn't responding to my request for support either.  During their lack of response, the payments that I made that were in a "pending status timed out and the transaction was canceled.  If it would've happened once, I could agree that it was a misunderstanding.  But this process happened three times.  If anyone would like to test what I am saying, please try calling their customer support number on any weekday at- ****************.  They will immediately direct you to their online service and you can chat with an interactive service that will not be of much assistance.  Someone will get back to you in 10 or more days.

   

   

   

   

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

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

  Business Response

  Date: 04/10/2024

  ***** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* *********************
  ****************************************************************************************************
  ****** **************
  **** **************
  ***** ****************** ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear *****************:
  
  In reference to the customer's rejection, 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.
  
  I would like to provide a specific timeline for one of the cancelled payments that will explain the non-action by the receivers of these payments. Tis is related to  a payment sent on March 15th to the account with email address *************************.

  March 15 - an email to the receiver was sent informing them of the payment request being processed.

  March 18th - a request for information was sent in order to fully process the payment.

  March 18th - the receiver uploaded requested document and information for review and payment processing

  March 19th - the information was reviewed and 2 emails were sent to the receiver. One informing them that the required website needed was generic and did not provide the information needed. The 2nd email was regarding the invoice document and that it did not match our request and does not sufficiently describe the services they provided.

  March 22nd - the payment was cancelled and returned.

  Payoneer customer care cannot take actions on the receiver's account when the payer contacts us. It is the sole responsibility of the receiver of the payment to meet the requirements for fully processing the payments.

  We were completely transparent with the receiver of the payments and communicated what was required. The receiver did not reach out to Payoneer to request additonal information as to why the payment was pending nor for clarification of the needed information.

  I suggest that in the future, ****** informs the receiver of the funds to contact Payoneer regarding any actions they need to have the payment processed when they see the payment is pending. 

  
  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

  Date:03/20/2024

  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.

  ******* paid me out on March 12th 2024 and payoneer usually sends my money within a few days. Its been over a week and ther claiming my bank isnt verified. My account has been open 3 years and the last 4 of the account they are referencing is not correct, there holding my money for no reason and refusing to release it

  Business Response

  Date: 03/25/2024

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** **************************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ****** ********:
  
  In reference to your e-mail dated 03/20/2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ******************************* (the Customer) registered to ****************** services online on 09/09/2020.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (*****************.
  
  Following our review of *********************************** Payoneer account details and activities, which included an extensive investigation and careful consideration, on 03/25/2024, we can see that payment in question have been already transferred to ********************************************** bank account on 03/24/2024 and should be available in his bank account on 03/25/2024.
  
  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:03/20/2024

  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.

  Hello, I have problems logging into my Payonner account since December 5, 2023, it was blocked without a justified reason and I filed the following complaints:************* ************* Now after waiting the 100 days that ******** told me to wait for the "unfreeze" (March 14) I still cannot log in to withdraw my funds.

  Customer Answer

  Date: 03/21/2024

  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.

  If it was not for BBB invovement,the business was already setting up more excuses to delay the release of the funds as you can see in the attached emails.So thanks very much for your help
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/20/2024

  Type:Product 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.

  On the 8th of January 2024 I have made a transfer from my Payoneer account to another bank account, prior to doing so I have spoken with 3 different customer service representatives of ********************** to make sure that the transfer be done via wire and not via ****** have written proof that those customer service representatives all three of them have confirmed that the transfer of 2050 usd (in which 40 usd of Payoneer fees included) would be done via wire transfer. The transfer has NOT been done via wire transfer but via ACH, receiving bank does not accept ACH transfers, reason why I had specifically asked for a wire transfer. A few days later I have sent several emails to Payoneer customer support to recall the funds due to their mistake of sending via ACH instead of wire.17 emails after, and this, towards mid February 2024 Payoneer customer service finally responded telling me that they have asked receiving bank twice to return/release my money. I have waited a few days but given that I had no news and money still not back into my Payoneer account, I have decided to contact the receiving bank. I have been transferred to the Director of the receiving bank who had confirmed with me via phone and via email that they have released my money and that it's en route to the original sender aka Payoneer, this was on the 29th of February 2024. I have that same day forwarded the email to Payoneer customer support and have waited another couple of days to see whether my money would finally be back into my Payoneer account. Nothing to this day. I have once again contacted Payoneer customer support via chat and via phone and there still is no resolution to this issue. My money is still not back into my account because of ******************'s mistake. This has been ongoing for over 3 months now, one can not say that I have not been patient and cooperative enough.

  Business Response

  Date: 03/28/2024

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** *********************** * ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *********************** :
  
  In reference to your e-mail dated 03/20/2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ******************************* ******* (the Customer) registered to ****************** services online on 12/01/2016.  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.  *** services are utilized by customers via an online account,accessible by the customers via the Payoneer website (****************).
  
  Following our review of ******************************* ********* Payoneer account details and activities, which included an extensive investigation and careful consideration on 03/27/2024, 2050 USD have been loaded to ******************************* ********* Payoneer account.
  
  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: 04/02/2024

  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

  Date:03/18/2024

  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.

  My work company is using Payoneer as a payment processor. I was e-mailed to check my payments on there as Payoneer requires tax forms sometimes. I forgot my answers to security questions (I picked random ones). I confirmed my phone/e-mail during the reset process but they put me in a loop with security questions not reset. I messaged customer service and got the worst service ever. They requested many documents (ID, last 4 digits of social, bank statement, picture of me with note of day, picture of me with note and ID). I submitted everything, yet new people kept responding and asking for the same documents then wanting more. Often not responding for days so I had to follow-up myself. It lasted a month and a half. I emailed their CEO and he promised to resolve, did nothing as I was emailed to submit the same documents and now on the website where I cant sign in because of the original issue. Theyre keeping me from my documents in tax season at this point,

  Business Response

  Date: 03/19/2024

  ***** **
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated March 19, 2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *********************** (the Customer) registered to ****************** services online on 05/21/2018.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).

  I received this case on March 18th via a different channel and can confirm **** has regained access to his account.

  All feedback for any mishandling has been provided to the relevant management and the case will be discussed with relevant stakeholders.
  
  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

  Customer Answer

  Date: 03/21/2024

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