Payoneer, Inc.

[redacted]Dear Dispute Resolution Services:In reference to your e-mail dated December *, 2016 with respect to our response to Complaint # [redacted] submitted on November *, 2016 we hereby respond to you as follows: [redacted] keeps sending vague, ambiguous and over broad statements and comments. His latest response adds no new information.  As we already mentioned, on September **, 2016 the customer made two transactions with/through [redacted] for 136.52 and 69.91 Great Britain Pound (GBP), which on September **, 2016 were converted by Payoneer into US Dollars as $180.62 and $92.49 respectively and on the same day posted to his Payoneer card. In addition, currency conversion fees applied.  Furthermore, as per our previous communications, Payoneer does not have control of the way [redacted] decides customers credit/debit card’s primary currency nor do we have control of the charges they post to our cards; but we know that they support an option to change an account primary currency anytime by going to Account Profile. [redacted] did settle the transactions in British Pounds and received the appropriate payments in GBP. Transaction transmission is done electronically, there is no human involvement, therefore no chance for human error; according to our multiple checks we indeed received from the Network these amounts in Great Britain Pounds. If [redacted] believes that there are mistakes with the above amounts and/or currencies and he expected to be charged differently, in this case, he needs to contact [redacted] and ask for a refund or other corrective action.   This is our final response regarding [redacted]’s concerns to the above referenced transactions, unless the Customer provides us with an official confirmation from [redacted] advising how they settled the transactions in question which will allow us to better research this situation again. (We already stated, unfortunately, our attempts to get direct assistance from the merchant on behalf of [redacted] were unsuccessful.)  With kind regards,[redacted]
Customer Care Supervisor

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[redacted]Dear [redacted]:In reference to your e-mail dated September *, 2017 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on February *, 2016 to receive commercial payments via our Payment Solution. On December **, 2016 the Customer applied was approved for a Payoneer prepaid debit MasterCard card. It is not our intention to upset or make things complicated for our valued account holders, but to provide them with excellent financial products and services. Payoneer prides itself in providing the highest level of friendly and responsive service possible. Making our account holders feel welcome and well cared for is among our top prioritiesThere is an established procedure of the transaction chargeback protocol in Payoneer. Each case is forwarded to Payoneer Chargeback Department which when needed transfers it to MasterCard/Network for further processing. Payoneer does not deal directly with merchants. Customer disputes are handled with the merchant's financial institution. MasterCard/Network determines if a claim is won, lost or rejected, based on their policies and rules. When bringing a dispute to Payoneer Chargeback Department customers have to consider that they would be liable for the transaction(s) if the claim fails or if it is ruled in the merchant's favor.[redacted]’s dispute has been transferred for a consideration to MasterCard/Network. It has been decided that the case is lost. Please understand, that every case is unique, it is impossible for us to put a numerical value on chances to succeed in any dispute and we cannot guarantee results.  We can, however, explain the procedure as it applies to the facts of a specific case, recommend options as to how the customer can proceed, and determine whether to move forward with the claim. In this case, the merchant - [redacted] - stated: “there are no refunds available on product purchases unless they are damaged and a 20% cancellation/restocking fee to be applied. The customer decided they no longer wanted the product and did not wish to pay the order cancellation fee." This explanation has been sufficient for MasterCard to determinate that the case was ruled in [redacted]’s favor. We have enclosed the documentation received from the Network to this message.We take seriously every issue that is reported to us, and we aim to resolve each one as quickly as possible. Sometimes we decide that we are not able to do anything further about a specific claim.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Dan, Employee ID:[redacted] Customer Care Escalations Supervisor

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[redacted]CUSTOMER EXPERIENCE COMPLAINT ID #...

[redacted]Dear [redacted]:In reference to your e-mail dated October **, [redacted] with respect to Complaint # [redacted], we hereby respond to you as follows: Payoneer, a Delaware corporation, is a provider of payment processing services. We are a Money Service Business (“MSB”) registered with FinCEN. Payoneer is a licensed money transmitter under the laws of various states in the United States of America, we provide multiple global online payment platforms, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on October *, [redacted] to receive commercial payments via our Global Payment Service. In addition, the Customer was enabled for the Payoneer Billing Service which enables account holders to easily bill their customers and receive payments safely and securely made by using a bank account, direct debit or card. According to our records, on October *, [redacted], [redacted] received a $150 payment (Payment ID [redacted]) from one of his clients or partners. This payment was processed and loaded to the Customer’s Payoneer account on October *, [redacted].We are happy to inform you that Payoneer’s appropriate team has recently reviewed this case to examine the possible avenues of resolution and on October **, [redacted] the payment was fully refunded to the loader’s method of payment. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction. We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Dan, Employee ID:[redacted] Customer Care Escalations Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I still not get my funds back and not get explained reason why account was closed.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]  
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Dear [redacted]:In reference to your e-mail dated July **, 2017 with respect to Complaint # [redacted] we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing services. We are a Money Service Business (“MSB”) registered with FinCEN and are a licensed money transmitter under the laws of various states in the United States of America. The customer who submitted the complaint, [redacted] (the “Customer”) uses the Payoneer Services to send commercial payments from his personal [redacted] card [redacted]to one of our users (Customer ID [redacted].)Upon looking through our system, we have found no $2,411.88 charge that was posted by Payoneer to [redacted]’s card on July [redacted] 2017, or on any other day.  According to our records, on July [redacted] 2017 at 04.49 EST, the Customer attempted to send $2,388 to the above Payoneer user (Payment ID: [redacted]). This transaction failed and we did not collect these funds from his payment source. But, at the time of cancellation, an authorization for these funds may have already been acquired from his card issuer. This means that [redacted]’s bank may have placed these funds on hold in anticipation of us making a charge, however due to the cancellation that charge never occurred.On the same day, at 04.50 EST, the Customer made an additional attempt to send $2,388 to the same Payoneer Account Holder (Payment ID: [redacted]). This load was successful and the funds were credited to the Payoneer user on July **, 2017.Please review below a list of recent Payoneer charges associated with [redacted]’s card [redacted] provided by our payment processor:There is no $2,388 amount listed. The difference between the charge posted by Payoneer ($2,388) and the one the Customer sees on his statement ($2,411.88) is $23.88 which is 1% of the original transaction - $2,388. We assume that this 1% is some kind of fee added by [redacted]’s card issuer. We suggest the Customer to contact his bank to shed light on the gap between what we are seeing on our systems and what the Customer is experiencing.We would like to take this opportunity to thank you and [redacted] for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,[redacted]Customer Care Escalations Supervisor

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[redacted]Dear [redacted],In reference to your e-mail dated August *, 2016 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple global payment services, including prepaid debit cards issued pursuant to a license from [redacted] (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of [redacted] worldwide. The customer who submitted the complaint, [redacted]the “Customer”) registered to the Payoneer Services on May **, 2016. On the same day the Customer was approved for a Payoneer prepaid debit MasterCard card issued by Wirecard Card Solutions Limited. According to our records, on July **, 2016 there were two Dominican Peso (DOP) 3,000 withdrawals at [redacted]. The first one at 15:30:47 and another one at 15:52:12. As per our dispute procedure, notification of disputed charge should be received within 60 days of the disputed charge posting to the card account. In addition, per MasterCard regulations, the cardholder should contact the merchant in an attempt to resolve the dispute before contacting the card company. In this situation, for prompt resolution, first the customer should attempt to resolve his billing error with the ATM owner. If Customer’s attempts to resolve this situation with [redacted] fail, we will enter it into dispute on his behalf. Please be advised that on 08/**/2016 we e-mailed the customer chargeback instructions and forms.  In addition, on August [redacted] we emailed the customer with a message addressing his complaint and the explanations of this case in Spanish. He has never replied to our multiple written messages. In regard to the customer’s dissatisfaction in relation to $1 fees – according to the card pricing structure each declined ATM withdrawal attempt or ATM balance inquiry involves a charge of $1. For checking card current balance at the ATM a $1 fee may also apply.According to our records, this what happened on August *, 2016:- At 20:14 [redacted] had balance of $57.10 and tried to withdrawal DOP 2,400 (approximately $53) from the [redacted] Bank ATM. The transaction did not go through because $57.10 was not enough to cover Payoneer's ATM fee ($3.15+ currency exchange fee and this specific ATM additional fee (DOP 200 = $4.26). The transaction was declined and the customer was charged a $1 fee.- At 20:16 the customer had balance of $56.10 and tried to withdrawal DOP 2,300 (approximately $50) from the same ATM. It did not go through because $56.10 was not enough to cover Payoneer's ATM fee ($3.15+ currency exchange fee) and this specific ATM additional fee (DOP 200 = $4.26). The transaction was declined and [redacted] was charged with a $1 fee.- At 20:17 he had balance of $55.10 and tried to withdrawal DOP 2,200 (approximately $48) from the same ATM. It did not go through because $55.10 was not enough to cover Payoneer's ATM fee ($3.15+ currency exchange fee) and this specific ATM additional fee (DOP 200 = $4.26). The transaction was declined and the Customer was charged a $1 fee again.- At 20:18 the customer had balance of $54.10 and tried to withdrawal DOP 2,000 ($43.50) from the [redacted] ATM. It did go though and the bank charged him with DOP 200 ($4.26) for its services. In total [redacted] was charged with $52.79 (including all fees) for this transaction.Payoneer does not have control over surcharges that ATM owners assess to our customers using their machines. A surcharge may range anywhere from $1 - $6. Please note: we do not charge this fee, it is controlled by and collected by the ATM owner. In order to minimize card usage fees, we advise account holders to use the card at points of sale.[redacted] can use his Payoneer card to make purchases of up to $2,500.00 in online/in-store purchases, and $2,500.00 in cash withdrawals ($5,000 total daily limit). Local banks/ATM owners may place their own limits over which we have no control.We are sorry for the inconvenience and would hate for this event to affect [redacted] satisfaction from the service Payoneer provides. We will attempt to contact [redacted] again and discuss this complaint and see what avenues of resolution we have. Please let us know if we have explained the situation clearly, and feel free to ask any additional questions. With kind regards,Dan, Employee ID:[redacted] Customer Care Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I'm still waiting for their reply concerning frozen balance at amount of 55000 USD on my account . As you can see, there are no explanation or any other usefull information regarding my case. Thank you. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

What do you expect me to say ? 2 different complaints with just one exactl reply word for word. [redacted] How could I trust what your saying. Iresponsible job! Lazy!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted]Dear [redacted],Pursuant to your email dated February **, 2015 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple global payment services, including prepaid debit cards issued pursuant to a license from [redacted]® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of [redacted]® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”), obtained a Payoneer Card to receive commercial payments from [redacted], a corporate client of Payoneer that uses the Payoneer payment services for worldwide mass payouts to its freelancers by loading funds to their Payoneer Cards.Following our review of the Customer’s account details, which included an extensive investigation and careful consideration, on February **, 2015, Payoneer chose not to provide the Payoneer payment services to the Customer. We explained to the Customer that according to the Terms and Conditions agreed to by the Customer when registering for a Payoneer account, Payoneer has the right to amend, cancel, change, discontinue, or suspend its services, in whole or in part, at any time in its own discretion, and any such action shall take effect at the time determined by Payoneer.Payoneer accepted the settlement for complaint #[redacted] as requested by [redacted] and on February **, 2015 transferred $1,410 (one thousand four hundred and ten US dollars) to [redacted], as proposed by the Customer. Said amount is intended to cover the credit balance of Customer’s Payoneer Card, refund of fees and, as requested by Customer, other potential related costs he may encounter.We hope you will find this an agreeable solution to complaint #[redacted] and that this matter can accordingly be considered closed.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions.With kind regards,[redacted]Payoneer Inc.

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[redacted]To Whom It May Concern:Pursuant to your email dated 12/**/2014 with respect to Complaint # [redacted], we would like to inform you as follows:First of all, we are sorry to hear that our customer was not satisfied. It is not our intention to make things complicated, but to provide our account holders with excellent financial products and services.A Payoneer customer support management representative has been in contact with [redacted] to discuss the matter further, answer any concerns she may have, and find the best resolution to her complaint. We have explained the customer how the typical chargeback worksand that any dispute processing is done via [redacted] according to their rules, in general, there is no option for Payoneer to contact the merchant ([redacted]) directly.Having said that, we are truly glad to advise you that we were able to resolve this unfortunate incident to our customer’s satisfaction by making a special arrangement and expediting a $281.88 credit against the pending chargeback. [redacted] confirmed that as soon as shereceives the refund the complaint with the reference number [redacted] can be considered as resolved to her satisfaction.We would like to take this opportunity to thank you and the customer for providing us with this feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions. With kind regards,[redacted]Payoneer Inc;

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[redacted]In reference to your e-mail dated October **, 2016 with respect to our response to Complaint # [redacted] submitted on October **, 2016 we hereby respond to you as follows:We have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same. It was further decided that the [redacted] is not eligible to open another Payoneer account. Please be advised that due to the nature of the Payoneer Services, and (as mentioned in our former letter dated October **, 2016) as Payoneer must comply with all legal and regulatory duties imposed upon it, compliance issues may affect Payoneer’s screening process and customers’ eligibility for the Payoneer Services.As stated in our former letter dated October **, 2016 Payoneer Account’s terms and conditions, which customer review and accept before registering to the service and which are always available to our customers on their online Payoneer account, clearly reflects decisions relating to eligibility of use in the Payoneer Service are in Payoneer’s sole discretion. We deeply regret this inconvenience, and hope this matter will be concluded swiftly. With this communication we consider this matter as settled.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Dan, Employee ID: [redacted]Supervisor, Payoneer Customer Care

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[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [redacted] Dear [redacted],In reference to your e-mail dated September *, 2016 with respect to our response to Complaint # [redacted] submitted on August **, 2016 we hereby respond to you as follows: We have thoroughly investigated [redacted]’s complaint and following a review of this case, we would like to emphasize that the person who submitted Complaint # [redacted] is not the owner of the account in question - the account described in his complaint belongs to a different user.  We do not have any records indicating that the account holder has authorized [redacted] to make any inquires on their behalf. Payoneer is bound to protect the privacy of its users and is not supposed to disclose nonpublic personal information about a user to any non-affiliated third party except as disclosed in our Privacy Policy or as permitted by law. Responding to [redacted] via the Revdex.com will violate the privacy of the real account holder. In addition, as we mentioned before, according to Revdex.com’s own national complaint acceptance guidelines, Revdex.com only accepts complaints that meet to the following criteria: the complaint is from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace “relationship.” This is not true in this case.We recommend that the owner of the account in question contacts us directly in order to discuss their situation.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Anat L[redacted], VP Operations, Payoneer Inc.

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[redacted]CUSTOMER EXPERIENCE COMPLAINT ID # [redacted]Dear [redacted],In reference to your email dated December **, 2016 with respect to our response to Complaint # [redacted], we hereby respond to you as follows:We would like to emphasize that we have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same. In order to receive payments from his partners [redacted]to will have to find a different venue. We know this may not have been the answer the customer was hoping for, but this is our final decision.With kind regards,Dan, [redacted]Supervisor, Payoneer Customer Care.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I didn't request a (GBP) Great Britain Pound status Pre-paid Card, [redacted] sent an invoice in (GBP) Great Britain pound because you people tricked thew systemand put the pre-paid card  in (GBP) great Britain Pound that is the only reason why [redacted] sent an (GBP) Great Britain pound and at the end of the day they received USD currency where you people kept the conversion interest that is fraudulent, stop referring me to [redacted] as you people know for a fact the payments were in (USD) United states Currencies, also stop speculating attempt reach to the merchants because I have no issues contacting them. all my other pre-paid card I had no issues, now I see you people adding a varieties of currencies as a choice to make believe it's the users fault, I have my account with [redacted] for ever and this a first time I have issues, with scamers, telling me  i needed to change the currencies status, fraudelantly taken people money, scaming only las so long, I want my money back and trust me this is not the last you hear from. me, SCAM, SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCAM,SCA...⇄ />  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Problem is partially resolved, now I am unable to receive payments from anyone, Payoneer has limited my account features.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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In reference to your email dated May **, 2016 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on April **, 2015 to receive payments via our Global Payment Service. This service is a solution for Payoneer account holders worldwide to receive commercial payments from international companies for work done online, such as freelancing, affiliate networks, Amazon/eBay sellers, app development, stock photography, and more.As an online service, we have standard requirements to confirm the identity of all account holders, and make sure that our system is not abused. Payoneer requires specific information and documentation to help ensure the security of our account holders, and to comply with rules and regulations imposed by our Security department and our banks. We need to verify the identity of all of our users and reserve the right to request information and documents from a new customer opening an account with us or from an existing account holder who has been with us for a while. Furthermore, the terms and conditions for the Payoneer Global Payment Services, which the Customer reviewed and accepted as part of his registration, advise the Customer that if we cannot verify that the information is accurate, we may deny use of the Payment Service, or close the Customers’ Payoneer account.According to our logs, on May *, 2016 we sent the Customer a message requesting to provide us with some information and a copy of his valid government-issued photo ID. The customer failed to provide the information we requested within one week and thus his account was closed on May **, 2016. In addition on May **, 2016 [redacted] contacted us via phone and had an opportunity to discuss his concerns with a Customer Care Shift Supervisor, as well as he was advised again that in order for us to reconsider reopening his Payoneer account he had to reply to our message with the requested information. As for today we have not received a reply from the Customer.As the Customer had an outstanding balance of $2.38 when his account was closed, we have initiated a process to refund the outstanding amount to the Customer. We deeply regret this inconvenience, and hope this matter will be concluded swiftly.We would like to take this opportunity to thank you and the Customer for providing us with her feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,[redacted], VP Operations, Payoneer Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

According to [redacted] the Cc currency status was in GBP & they had no control over cc currencies,... My Cc had US currencies, Payoneer should take the responsibilities of refunding the conversion rate due to the fact I requested a US Currencies Cc which it was with US currencies, the merchants were both US based merchants, The website was a US based website, my Currencies were in US dollars. I want this resolved with a refund, at no point was I advised that the cc was from UK [redacted] approved Cc, Payoneer collected USD as a form of payment, all my expenses were expected unless advised otherwise in USD currencies. please see attached invoice from [redacted] showing that the item purchased was in USD
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] 
[redacted] 
[redacted] [redacted]Dear [redacted],In reference to your...

email dated January *, 2015 with respect to Complaint # [redacted], we hereby respond as follows:Payoneer provides multiple global payment services, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated.  Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted], applied for a Payoneer card on December **, 2013 and on December **, 2013 was issued a Payoneer-branded Prepaid MasterCard® Card (the “Card”). The Payoneer US Payment Service (the “Payment Service”) supported by [redacted] was automatically enabled to the customer in conjunction with the Card. This Payment Service allows Payoneer cardholders to receive commercial payments from US based companies. Only US entities approved by Payoneer in Payoneer’s sole discretion may send funds to a Payoneer cardholder through Payment Service. Payoneer discloses the terms of the Payoneer Payment Service, its limitations, restrictions and the fees associated therewith in the Terms and Conditions associated with the Payment Service (the “Terms & Conditions”).  In accordance with our procedures, all users of the Payment Service are required to confirm they have read and accepted the Terms and Conditions before processing any transfer.According to the Terms and Conditions, Payoneer has the right to request additional information or documentation before processing and approving a payment.  Payoneer also has the right to reject or limit payments at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, and is under no obligation to disclose the reason for the rejection. Payoneer also has the right to limit the payment amount, or to decline a payment altogether.Please be informed that we have been in touch with [redacted] and confirmed to him that he may continue using the Payment Service to receive payments to his Card from any US company, in accordance with the Terms and Conditions; however there was one specific entity the Customer wanted to receive payments from, which we blocked after additional review by our compliance team. Therefore, we are unable to support future payments from this certain entity.We regret any inconvenience caused to the customer.Please feel free to contact us if you have any additional questions. With kind regards,[redacted], Payoneer Inc.

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[redacted]Dear [redacted],In reference to your email dated February *, 2015 with respect to our response to Complaint # [redacted], we hereby respond as follows:Our decision not to process the payment in question should not be construed as an admission or suggestion that [redacted] and/or the payment sender acted wrongfully, unjustifiably or engaged in fraudulent or illegal conduct. As a general rule, rejection of a payment is neither a review of nor a representation by Payoneer with regard to the commercial dealings, character or reputation of either party to the payment transaction and should not be considered as disrespectful of such party. The payment in question is governed by the Payoneer US Payment Service (the “Payment Service”) Terms and Conditions (the “Terms and Conditions”) according to which we reserve the right, in our sole discretion, to reject a payment for any reason or for no reason. As per our previous communication, only US entities approved by Payoneer in Payoneer’s sole discretion may send funds to a Payoneer cardholder through the Payment Service. As stated in our letter to you dated January **, 2015, a single entity the customer wanted to receive payments from was blocked for payments after further review and checks carried out by our compliance team. This action is in full compliance with our Terms and Conditions. We enabled payments from said entity for a very short period of time and limited volume. Once the volume increased we initiated further review and checks and decided to block payments from this entity. At the same time, we blocked said entity for all other users of the Payment Service; therefore, [redacted]’s claim that other individuals are receiving payments from this certain entity is unfounded. We also clarified in our letter that [redacted] may continue to use our Payment Service to receive payments to his Payoneer card from other US companies, in accordance with the Terms and Conditions. We hope you understand our position in this matter, and we will do everything we can to ensure we provide our account holders with only the best financial and customer support services.  Please feel free to contact us if you have any additional questions or concerns. With kind regards,[redacted] Payoneer Inc.