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:12/26/2023

  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.

  I withdrew the amount of EUR ********, transaction ID *********, and the amount of ******** EUR, transaction ID *********, from my personal account in PayPal to my bank account details in Payoneer. The two payments arrived on 5/31/2023. Payments remained pending. Until Payoneer canceled payments on June 7, 2023. It returned only one payment to PayPal, so I corresponded with Payoneer customer service a lot of time because the payment was not returned to my PayPal account, and the response was yes, it did not return. We need bank account details to send money back. I sent account and did not receive anything, and Payoneer says that the payment was sent, and ****** says that we did not receive anything.

  Business Response

  Date: 12/27/2023

  ******** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated December 26, 2023, 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 March 28, 2023.  *** 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 (****************).

  *** customer provided the banking details to ****************** on August 134, 2023 in order for us to transfer the funds to their bank as the return to PayPal failed.

  On August 15, a transfer was made tot heir bank and an **************** Return Confirmation was sent via email to them.

  Payoneer has not received any response to the email that was sent or any additonal request for information since August 25th when they opened a chat with our customer care team. From the context of the chat, it appears the customer is expecting the funds in their PayPal account and not in the bank account that the details were provided.

  A response has been sent again today by me requesting clarification if the customer has reached out to their bank for assistance. *** document was provided again and may be used to assist the bank in locating the funds.

  *** customer may respond to the email personally sent to day with any additonal information or need for assistance.

  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: 01/11/2024

  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:12/26/2023

  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.

  Dear bbb i am zia ur rehman I have been a Payoneer user since 2019, relying on their services for my small business, freelancing activities, and transactions on platforms such as Amazon and ***** Unfortunately, my account has been unexpectedly blocked by Payoneer, and I am currently in a challenging situation due to the associated complications.The primary issue revolves around a pending verification process for the withdrawal of funds to my bank account. This verification was successfully completed and approved in 2019. In an effort to resolve this issue, I submitted additional documents, including address proof and a utility bill, as requested by Payoneer. However, despite these efforts, there is still an unresolved pending verification on my account. I have submitted my bank documents multiple times through the verification center, only to receive repeated rejections without clear explanations.Moreover, Payoneer offers receiving accounts for users to accept payments globally with various routing options, SWIFT, IBAN, etc., in different countries and currencies. One of my receiving accounts is based in the ***. Unfortunately a recent transaction of **** AED from a client has not been processed, causing further financial strain.Below are my bank details for your reference:Beneficiary : zia ur rehman /IBAN: ********************** / Swift code: *********** I am reaching out to you with the hope that the BBB can assist in mediating this issue andfacilitate communication with Payoneer to promptly resolve the pending verifications and release the funds that are rightfully mine. The lack of clarity and communication on Payoneer's end has left me in a difficult situation, and I believe that your intervention can help expedite the resolution of this matter.I appreciate your prompt attention to this urgent matter and look forward to a swift resolution. If there is any additional information needed from my end, please do not hesitate to contact me Payoneer id: ********

  Business Response

  Date: 12/28/2023

  ******** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated December 27, 2023, 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 Zia Ur Rehman (the Customer) registered to ****************** services online on 11/30/2019.  *** 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 the customer's ****************** account details and activities, which included an extensive investigation and careful consideration, on 12/24/2023, Payoneer chose to cease the provision of the Payoneer ******* Services 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.
  
  With regards of the incoming payment for ***** AED, they are currently pending in our system to be returned to the initiator, ABUBAKAR DILAJAN PIR GHULAM2/PO B. This should be occurring in the next 24 hours now that the banking system is back working from the Christmas Holidays.
  
  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: 12/28/2023

  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:

  Hello BBB The payment is not yet returned to the initiator please attached the returned status screenshot and also i want my payoneer account reinstate because

  i share these bank details already with my old and new clients and i have alot of work pending because of my payoneer blocked Kindly request payoneer to give us a last chance i will never repeat this i appologize to payoneer please give us last chance and reinstate my account i will never repeat this mistake again in my all life Thank you

   

   

   

   

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

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

  Business Response

  Date: 12/31/2023

  ******** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear ******:
  
  In reference to your e-mail dated , 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 11/30/2019.  *** 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 the customer's ****************** account details and activities, which included an extensive investigation and careful consideration, on 12/24/2023, Payoneer chose to cease the provision of the Payoneer ******* Services 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.
  
  With regards of the incoming payment for ***** AED, they have been cancelled and sent back to the sender.
  
  We would like to take this opportunity to thank you and Zia 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:12/20/2023

  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.

  Payoneer email address ***************************** Reference number: ************* Ive been waiting for an update regarding this case for ages now, when will you verify whatever the **** you want to verify already? You told me 3 business days, its been more than that already!

  Business Response

  Date: 12/27/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ************************ ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 12/20/2023, 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 07/04/2019.  *** 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 12/26/2023, we would like to advice that account approved and fully active. Newly added bank account details were approved 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: ****

• Initial Complaint

  Date:12/19/2023

  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.

  PAYONEER refuses to credit my card with $1421.40 of fraudulent charges. I have tried to contact them but they have never gotten back to me. That has been over a month ago. I was doing business with Book Hives Literary Studios. ********************* owner, ***********, **. ********************* said his IT guy took off and apparently he took my card number with him ! These charges were all made from October 14th to Nov. 1st 2023. I did not authorize these and PAYONEER refuses to credit my card ! This hassle has been going on since November 2, 2023. **** keeps sending me forth and back between Dispute and Security and the charges are back on my card again !

  Business Response

  Date: 12/24/2023

  ******** *** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated December 19, 2023, 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 who submitted the complaint *********************** (the Customer) registered to ****************** services online on August 13, 2023.  The Payoneer services registered for enables customers to send payments due for commercial transactions between businesses. This service is a non-contractual service and is used to send payments to Payoneer Account Holders who send a payment request link.

  Following our review of your Payoneer account details and activities, which included an extensive investigation and careful consideration, *************** in regards to the unauthorized charges mentioned in your email below:
  
  10-24-23 $185.40
  
  10-25-23 ******
  
  10-29-23 ***.
  
  10-29-23 ******
  
  11-01-23 ***.
  
  Total $1421.40
  
  The only payments initiated from *****'s credit card to a Payoneer Account holder are the following:
  
  August 11, 2023 for the amount of ****** USD
  
  September 1, 2023 for the amount of ****** USD
  
  We do not see these payment listed in the records with us not do the add up to the total amount mentioned of $1,421.40 USD.
  
  Regardless, Payoneer does not provide conflict /dispute resolution for this service and ***** should open an official dispute with their credit card company for any needs to retrieve either the 5 payments you have mentioned or the 2 mentioned by me.
  
  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: 12/29/2023

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/19/2023

  Type:Sales and Advertising 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.

  Ive been asking for help from Payoneer to help me remove a closed Bank account from my account. Ive tried to add my new bank account but I receive an error which I screenshot and sent to Payoneer Support HelpDesk. I only receive an auto email from ******** reiterating info that I already know and I explained that the info she has giving does not work. Payoneer has no problem receiving and holding customers money but seems to have a problem helping customer find a simple solution. I cant close my Payoneer account because money is there , I cant add a new bank to receive the money , I cant remove the old closed bank account either. ****************** hasnt provided any sufficient support to help me add a new bank account and remove my old bank account.

  Business Response

  Date: 12/24/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ********************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to your e-mail dated 12/19/2023, 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 02/10/2021.  *** 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 Payoneer website *****************).
  
  Following our review of  ****** *****'s Payoneer account details we can see that he was able to add new bank account details and make  withdrawal of all available balance.  Account is fully active and ****** ***** should not experience any issues related to it usage.
  
  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:12/13/2023

  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,********* is a very deceptive business.I received $75 into my account on December 1st. At that time I had two bank accounts linked to my Payoneer. Since December 1st, 2023. Now I left only one bank account ending with **** connected to the Payoneer account which surely works fine. I have been sending multiple emails to release the funds and they refuse to do so. I cannot withdraw the funds because their system tells me I have no money.- They don't answer at all the phone calls.- They take several days to answer emails.- when they answer emails they don't address the issue, and this has been going on for almost 2 weeks.They did return the money to the sender nor they let me withdraw it to the my bank and I kept getting the message no amount available. Please see the screenshots and my emails with them where I am wasting a lot of time back and forth with them each time a new person comes to answer me with something unrelated to my issue.I reached the point now where I believe they are doing it in purpose. Payoneer , you have no ethical values and you are shameless.Customer ID: ********

  Business Response

  Date: 12/20/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ******************************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *******************************:
  
  In reference to your e-mail dated 12/13/2023, 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 01/12/2023.  *** 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 ******* ******'s Payoneer account we would like to inform that payment in question have been refunded back to initiator ******** on 12/13/2023.
  
  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:12/13/2023

  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.

  I was a member of Life Vantage who used Payoneer as their payout format. Our earnings would go directly to our Payoneer account and we could use our card or our online account to make payments or transfer funds to our own bank account. I have over $400 dollars in my payoneer account that I wanted to transfer to my bank account. So I log into my account back in the spring of this year, and it says I need to provide annual documentation of who I am. So I upload the documents. I continue to call and every time I call they say that they are going to give it to the escalation department and I'll get an email within ***** business hours. Nothing. I call every few weeks, and it's not been 6 MONTHS. I called again today and asked to speak with a supervisor. They told me I couldn't but that they'd send my account to a supervisor and I'd get a call within ***** business hours. Sound familiar!! I want my money and want to close my account!Reference # at payoneer is *************

  Business Response

  Date: 12/20/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ****************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *****************:
  
  In reference to your e-mail dated 12/13/2023, 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 09/23/2019.  *** 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 ************************* 's Payoneer account we would like to advice that funds can be withdrawn in following way -  contact our ************* team via one of our live channels, via call or live chat and team will assist online in withdrawing remaining balance from the account. 
  If ************************* would like to continue using her Payoneer account, she need to provide valid Proof of residence.  Acceptable forms of Proof of Residence (Address verification documents) are:
  
  Utility bill- **** Name - **** Address- Date of Issuance- Not more than 3 months on our current date
  Rental Agreements if renting; - **** Name - **** Address of where she be residing- **** Name of the Landlord- Clear duration and the details of the contract- Signature/stamp of both the account holder and the Landlord- Optional ID number of the customer and ****************** Statement (within 3 months to our current date,JPEG) and make sure that the Name and Address are matched to her 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: 12/20/2023

  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. I worked with customer service today and was able to get the money withdrawn.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  At the beginning of using Payoneer everything was excellent, payments without delays, fast notifications and a very good card, all this went to the floor since I verified the information they asked me for endless times and even so they suspended my receiving accounts, but the more serious problem happens with my *************************************************** a site without my consent for more than ****USD, I reported said fraudulent transactions and asked Payoneer for help to please return my money and ********** said card and Guess what? They asked me for all the information and details and they told me that they would help me and that I had to wait up to ******************************************************************** to report said fraud to my bank, which would be Payoneer as my provider. Compromised card, as of today almost 80 days have elapsed and no chargeback or any report or dispute has even been issued and I have contacted several times and only m and they ignore it, almost 80 days of those 90 days have passed and I still don't even receive any help of any kind, I never had any problem with Payoneer or with my card and this was my only problem and Payoneer has been totally indifferent with my situation, I I was totally disappointed, and I recommend you be careful with this company especially because their customer service is lousy and they do not protect your money and they do not assume any responsibility even if their terms say that, sad to have lost my money because this platform simply allows theft from its users.So I just want to request the restoration of my money and reimbursement of my money stolen by this company, the company has been blocked me ( I will attach a proof here) for all social networks and all ways to contact your support so is embarrasing...

  Business Response

  Date: 12/17/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** *************************** * ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ***************************:
  
  In reference to your e-mail dated 12/11/2023, 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 06/23/2022.  *** 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 (****************).
  
  Following our review of ***** *******'s Payoneer account details and activities, which included an extensive investigation and careful consideration, on 01/26/2023, Payoneer chose to cease the provision of the Payoneer ******* Services 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 reported fraudulent transactions on 11/04/2022 for the total amount of **** USD, the dispute was filled in by Payoneer on behalf of  ***** ******* on 11/10/2022. *** dispute has been decided in favor of the merchant even though Payoneer, provided all relevant information and made all attempts to argue the dispute in  F**** *******'s favor. *** dispute was lost due to transactions been made with usage of Security code of the card and therefor Payoneer do not have chargeback rights against merchant.
  
  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:12/11/2023

  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'm trying to withdraw my money from this payonner site, and an error appears, (Amount available for withdrawal is less than allowed minimum) and another thing, last month I paid an annual fee of ***** usd and now they are charging a fee for each **** transfer that I receive , last month **** deposited me **** and this payonner took it all, now I received ***** and this payonner took **** What is that? This company wants everything for itself, is that right? Another thing is that this company forces us to agree to their abusive terms, it is an **** company, so they are making twice the profit because I already need to pay fees to **** and I still need to pay fees to this payonner, and when I agreed to the terms of this payonner it didn't say that I had to pay any fees

  Business Response

  Date: 12/17/2023

  **********
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** ****************************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear *****************************:
  
  In reference to your e-mail dated 12/11/2023, 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 07/18/2022.  *** 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 (****************).
  
  With regards to the withdrawal minimum of 50 USD, it was set in order to make sure that withdrawal will be saucersful. If minimum amount will be lower withdrawal might fail. 
  Upon registration all our customers accepting Terms and Conditions that include section 21. Fees. All fees applicable for account  can be found in ******************************************* account in section 'Fees'. Prior to the fees' change *************************************** have been notified about it on 05/24/2023 and 07/05/2023 as well as the Dates the changes will take effect on. More detailed information about how fees work, how they are changed can be find in the T&C in section **** and ****.
   
  As mentioned in T&C - "continued use of the Payoneer Services indicates your continued acceptance of the Pricing and Fees."  ***refore no fees will be refunded.
  
  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:12/06/2023

  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.

  I have been a Payoneer customer since January 2022. I run an editing agency. We provide video and photo editing services to filmmakers and photographers in ***. I have used Payoneer to receive payments, pay my editing team and withdraw my share of the profit to my bank account.All the requested documents and verification have been provided whenever requested by the Payoneer team.Two days ago, without any warning they blocked my account. They are not even able to provide a proper reason. I have a balance of USD ****** that I need to withdraw in order to pay my team for the work they have done. Their shady antics are not only hurting my business operations but thwarting my wedding plans as ********* me withdraw the money that I and my team earned fairly. That is all I request for.Thank you.

  Business Response

  Date: 12/07/2023

  ******** ** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** **************************** ********* *******
  
  ******** ********** ********* ** * ********
  
  Dear ****:
  
  In reference to your e-mail dated December 17, 2023, 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 1/27/2022.  *** 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 (****************).
  

  Following our review of the complainant's Payoneer account details and activities, which included an extensive investigation and careful consideration, on 12/5/203, Payoneer chose to cease the provision of the Payoneer ******* Services 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 they must find a different venue.
  
  Concerning the account current balances ****** USD- the funds are considered to be "blocked" and access will be granted after 100 days from the mentioned date above (March 15, 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: ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 12/27/2023

  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]

   

   I will close out this complain as soon as I get access to my funds that I earned rightfully. I have gone through the complaints here on BBB and it's pretty clear that Payoneer does not act on its own even after the said time period and has to be reached out through BBB. Please keep my complaint open till 15th of March so they keep to their words and resolve it then. 

   

  Thank you so much! 

   

   

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

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

  Business Response

  Date: 01/01/2024

  ******* ** ****
  
  ********** *************
  
  *** ****** ******** ******
  ******* ************ ********
  ******************************************************************************
  ****** **************
  **** **************
  ***** **************************** ********* *******
  
  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 ******** 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.
  
  I understand the customer's difficulty in closing the complaint and I have done everything I may do to assist in resolving the complaint for now.

  First, the account is blocked and will remain blocked.

  Second, funds have been frozen for a specific amount of time as stated int he email notificatyion sent tot he customer.

  Third, the decison will remain and the funds are scheduled to be released on March 15th.

   

  I have personally kept my case open, *************, with a reminder set for March 14, 2024. On this day, a request will be made to have the necessary adjustments made on March 15th so the customer will have access to the funds.

  The customer may also respond to the email flow related tot he case with any questions they may have.
  
  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: 03/29/2024

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