Payoneer, Inc.

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Dear Revdex.com & Dispute Resolution Services,Thank you for contacting Payoneer.Upon looking through our system we have found no accounts that were issued in name, [redacted]. In addition no record was find under email address: [redacted].Would you be so kind as...

to request the complainer to provide his/her Customer ID and/or email address registered on the Payoneer system, or any inquiry reference number so that we may check this situation as soon as possible?  We have several account holders with the name [redacted] so we can't be sure to which account this complaint is referring.Hope to hear from you soon,With ward regards,Dan, Employee ID: [redacted]Customer Care Supervisor[redacted]

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[redacted]In reference to your e-mail dated June *, 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 October *, 2015 to receive payouts from Payoneer’s corporate clients and 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 May *, 2017, [redacted] received a $840 payment (Payment ID [redacted]) made with a credit card. This payment was put on hold and the funds sender (the “Loader”) was requested to submit some information.On May **, 2017 Payoneer decided not to process the above payment. Because Payment ID [redacted] was rejected, we did not collect these funds from the Loader's payment source. But, at the time of cancellation, an authorization for these funds may have already been acquired from the Loader's bank. This means that the Loader'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.The matter of reversing the hold is the responsibility of the Loader's bank. An authorization persists usually for not longer than 4-7 business days, but this is at the discretion of the Loader's bank. The actual length of the hold is determined by the Loader's bank and is outside of our control.For further information about this matter, the Loader needs to contact the bank or financial institution that maintains this account for him/her. The loader is also more than welcome to contact Payoneer directly.We would like to emphasize, Payoneer strictly adheres to all online payment regulations. As a general rule, all payments received via our payment platform go through a special review process  in order to confirm that the payment fully complies with our Terms and Conditions.We reserve the right to reject or limit payments at any time at our sole discretion. Payments can be rejected for any reason, including but not limited to reasons related to compliance with Anti-Money Laundering regulations or Payoneer risk management. When rejecting a payment Payoneer will be under no obligation to disclose the reason for the rejection.As stated above, following our review of Payment ID [redacted], which included an extensive investigation and careful consideration, Payoneer chose not to approve  this transaction. According to the Payoneer Global Payment Service Terms and Conditions agreed to by the Customer when registering for a Payoneer account he confirmed that he would not accept payments in connection with the following activities, items or services: dried or dehydrated foods and seeds, this includes mushrooms.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] Dear [redacted],Pursuant to your email dated March **, 2015 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple payment solutions, including direct deposit and 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.[redacted] (the “Customer”) opened a Payoneer account through [redacted] a company that uses Payoneer to pay their affiliates. The Customer elected to get paid via a Payoneer Card. On March **, 2015 the Customer contacted Payoneer’s Customer Support and advised us that she was interested in switching to our Direct Deposit service, and receive funds through such service instead of through the Payoneer Card. On the same date we e-mailed the Customer a request for information, in order for us to proceed further in processing herrequest. Upon receiving her reply, on March **, 2015 we sent her instructions on how to register for our Direct Deposit service.A Payoneer Customer Support Supervisor has been in contact with [redacted] to discuss the matter further and better research the situation in question and see what avenues of resolution we have. We are happy to inform you that on March **, 2015, [redacted] wasable to successfully change her payment receipt method to Direct Deposit. In addition, as per her request, we transferred the balance of her Payoneer Card account, in the amount of $620.18, to her bank account ending in [redacted], as per her instructions. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction. With regard to [redacted]’s service experience, 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 priorities. We have a very comprehensive Quality Assurance team and put great effort into making sure that our customer service representatives are working to meet those priorities. We are very sorry that we did not meet [redacted]’s expectations.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.  With kind regards,[redacted]  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:

 Hello, Thanks for your reply but the reply does have technical questions again.They were accepting payments alongwith all of their required documents from customer and me. Again the total processed amount is about 70 USD  (which should not be alarming for Money laundering charges) from which they deducted 30 USD fee. on part of "In order to receive payments from these specific clients [redacted] 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"If they have issues with particular client they should inform me and limit the decision to not accepting of transaction from one particular customer. letting me get services from other options, but they Block the whole payment options. The case is considered as un-justified used of discretionary power after deducting fees In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
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[redacted]In reference to your e-mail dated May *, 2017 with respect to our response to Complaint # [redacted] submitted on April **, 2017 we hereby respond to you as follows: A Payoneer supervisor was in contact with [redacted] to examine the situation and the possible avenues of resolution. We are happy to inform you that following completion of the additional review of [redacted]’s claim it was decided to allow him to deplete the account balance. 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 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:

[Your Answer Here]
Here is the bottom line for this, I don't think this problem will ever be resolved, the bottom line is they are misleading the public into trusting them, if I did not do anything wrong, and the company that I work for did nothing wrong then why punish me without cause.If I was wrong then of coarse I would have fixed the problem and move on. This type of treatment is wrong on all counts and Payoneer is being biased.However, with that being said. Payoneer has admitted that I am not at fault neither is the company that I work for if they decide to go against what they are advertising right now, that is their problem not mine, however, they will have their day soon.All know is false advertising, misleading and misrepresentation is illegal, and someone with the right cash will get hit one day.Please note that my claims about other people that have been paid cannot be unfounded, Please call [redacted] who lives in Jamaica his phone number is [redacted] and his email address is [redacted]. He and I get paid the same time every time, and we do honest call center jobs online. I am 10000% sure he got paid and I was the only one they rejected.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
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Dear Dispute Resolution Services,In reference to your e-mail dated September *, 2016 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing services. Payoneer is a Money Service Business (“MSB”) registered with FinCEN and is 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”) registered to the Payoneer Services on June **, 2014. On the same day the Customer was approved for an account.According to our records, on August **, 2016 the Customer contacted Payoneer Customer Care department and reported that he forgot his password to access his on-line Payoneer account, as well as he did not correctly answer the security questions designed to verify his identity.  We would like to emphasize that one of our most important responsibilities is protecting account holder information. When account holders report that they forgot their login information, we follow a strict security protocol in order to ensure that there are no attempts to access information or funds by anyone other than the registered account holder, and in order to protect our system against identity theft, fraud, breach of privacy, and unauthorized access to critical information. We are happy to inform you that following completion of the appropriate security procedures, on September *, 2016, [redacted] was able to successfully regain access to his Payoneer online account. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.With regard to the [redacted] feedback regarding Payoneer account features -subject to applicable security measures which may change from time to time, some account holders may be allowed to receive additional funds onto their account from individuals, but we may limit the amount of funds loaded, or require additional documentation before approving loads. Unfortunately, our Compliance protocols do not permit us to support loads from non-profit organizations; as well as to send cards to temporarily addresses without receiving appropriate documentation or make withdrawals from foreign accounts. If the customer would like to be issued another Payoneer card in a different currency, he should contact our Customer Care department and we will better research the situation in question and see what avenues of resolution we have. 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 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

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[redacted]Dear [redacted]:In reference to your e-mail dated March *, 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 [redacted] International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of [redacted] worldwide.The customer who submitted the complaint, M[redacted] (the “Customer”) registered to the Payoneer Services on April [redacted], 2015 to receive payments from one of our corporate clients and via the Global Payment Service. Following our review of the Customer’s Payoneer account details, which included an extensive investigation and careful consideration, on February 6th, 2017 Payoneer chose to cease the provision of the Payoneer Payment Services to [redacted]. According to the Payoneer Card 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. Payoneer strives to strike the right balance between accommodating our account holders' financial needs, while also prudently managing risk controls for us and for our customers.On March [redacted], 2017, following our additional consideration of this situation, which included a careful review, it was decided to temporarily unblock customer’s Payoneer account and let him use the funds left on his Payoneer card - USD 3,187.23 as soon as possible to bring the balance to zero. According to our records, as of today, [redacted] has spent all the funds left on his account.In order to receive payments from his customers [redacted] will have to find a different venue. 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] 
Customer Care Supervisor

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[redacted] Dear Mediator,In reference to your email dated July [redacted], 2015 regarding our response to Complaint # [redacted] dated June **, 2015, we hereby respond as follows:Additional evidence has not been submitted by the customer, [redacted] (the “Customer”) since our last communication sent to you on June [redacted], 2015. The Customer provided a ‘Personal Training Agreement’, online generated invoices, and screenshots of her [redacted] account. These documents were already previously submitted to us by the Customer and considered by the appropriate department when rendering their decision, which found these documents to be ambiguous and insufficient to establish that the Customer was actually paid for the piano lessons as she claimed. We would like to reiterate our request  that the Customer provide convincing appropriate documents that will prove beyond reasonable doubt that the funds received by her via the Payoneer US Payment Service are directly related to the line of business stated in her service registration.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]
[redacted] 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:

[Your Answer Here]
 It is very astounding that Payoneer has resorted to refer to their policies as a reason for terminating my account  Perhaps if they believe you are [redacted] or [redacted] or just not good looking enough then they can terminate your account and state unequivocally " our policy allows us to do so". This is unlawful and the class action lawsuit against [redacted] in 2015 proved that a public business cannot arbitrarily terminate a customers account or services rendered without probable cause. I received one payment through Payoneer from.a stripe merchant. Therefore, there is no valid reason for Payoneer to terminate my account at wiill. Additionally, they deducted their annual fee $29.29 when the stripe merchant payment was process. My Payoneer statement will prove that. Dan seems to be a companion of lies as he has not stated why my account was removed. Payoneer is racist and covertly discriminate against customers. I do hope Revdex.com launches a proper investigation into the operations of Payoneer and it's treatment of clients.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have received an email from Payoneer with the response made in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  Thank you for your immediate action on my complaint.
Sincerely,
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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 did in fact submit my passport scans via email to Dan the customer service agent who presided over my case on more than one occasion. The VP is in fact being untruthful as I can provide documentation and emails to correspond with my statement. In addition, Payoneer was provided previously with a DL which they initially accepted but mysteriously rejected after I had received payment from a merchant. I content that Payoneer is a discriminatory service and in fact racially discriminates. 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.It was really a pleasure to have you help me, and the business was very nice with me and did...

everything to help me. This is my best experience yet in resolving difficult cases. Thank you for your help!
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]

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Dear [redacted],In reference to your email dated February **, 2016 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer Inc., a Delaware corporation, ("we", "us", "Payoneer" or the "Company") is a Money Service Business ("MSB") registered with FinCEN and is a licensed money transmitter under the laws of various states in the United States of America. Payoneer provides multiple global payment services (the “Payoneer Services”),.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on January **, 2016 and on January **, 2016 was approved for a Payoneer Account. The Customer received a $102 payout via the Payoneer Services to her Payoneer Account, and used the Payoneer’s Withdraw to Bank Service to transfer this amount from her Payoneer Account directly to her local bank account in Australia. At the time of the transfer made by [redacted] in February 2016, Payoneer was in the process of switching and upgrading its payment processing provider and as a result, during the transition to the new system, a few customers experienced delays in their ability to receive funds in a timely fashion. We apologize for the inconvenience. Our appropriate departments were working diligently to help [redacted] and address her concerns. After receiving the Customer’s complaint, Payoneer has resent the funds on two different occasions, – the first was on March [redacted] and the second was on March [redacted], 2016. In both occasions the Payoneer systems confirmed that the transfers were processed successfully. However, and despite our efforts, the Customer claims that she did not receive any of the above transfers.   As Payoneer prides itself in providing the highest level of responsive service possible, a Payoneer Customer Care Supervisor was in contact with [redacted] to examine the situation and the possible avenues of resolution, until the situation would be resolved to [redacted]‘s satisfaction. Because of the unusual nature and circumstances of this incident, it was agreed with [redacted] that the original payment of $102 would be returned back to its origin. Payoneer returned the funds on March **, 2016. We expect the Customer to confirm that the above-captioned complaint has been resolved to her satisfaction. 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. With kind regards,Anat L[redacted], VP Operations, Payoneer Inc.

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[redacted]In reference to your e-mail dated October **, 2016 with respect to Complaint # [redacted] we hereby respond to you as follows:This complaint is related to another Revdex.com Complaint # [redacted] submitted by the same individual and to which we responded on October **, 2016.Payoneer is a financial services business that provides online money transfer and e-commerce payment services. We offer multiple global online payment services, including prepaid debit cards bank transfers and paper checks.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on August **, 2016 to receive commercial payments from Donamis LLC, a corporate client of Payoneer that uses the Payoneer payment services to facilitate payments to their affiliates. On August **, 2016 the Customer was approved for a Payoneer Account. Following our recent review of the Customer’s Payoneer account details, which included an extensive investigation and careful consideration, on September **, 2016 Payoneer chose to cease the provision of the Payoneer Payment Services to [redacted]. According to the Payoneer Card 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. Payoneer strives to strike the right balance between accommodating our account holders' financial needs, while also prudently managing risk controls for us and for our customers. The recent two Donamis LLC payments of $35.31 and $74.65 in the sum of $109.96 mentioned in the complaint were already returned back to the sender. Accordingly, we would like to emphasize that Payoneer does not owe [redacted] any monies. We would like again 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,Dan, Employee ID: [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:

[Your Answer Here]
 
Dear [redacted] , Please be advised that I have already sent all requested documents to Payoneer on Mar. ** . 2015   , May *.2015 and May **.2015 , and also today , 7/*/2015.I guess the following statement : " Accordingly, Payoneer repeatedly requested you to provide documents (i.e. invoices, receipt, etc.) that will prove beyond a reasonable doubt that the payments received by you via the Payoneer US Payment Service are directly related to the line of business that was stated in your service registration (piano lessons); however such documents were not provided and we are therefore withholding your account balance at this time."  is false ( since I have already provided all requested documents ) Also today , I have contacted Payoneer , via "live chat " to make sure that they received the documents .Please see the following chat conversation : [redacted]
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[redacted] Also , please be advised that payments that have been withdrawn  to Payoneer , was from my [redacted] account , and I have proofs and print screen , that can confirm I am the owner of the funds .Please see attached documents that can confirm these facts.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],[redacted] (the Customer) has sent us the message below advising that this complaint is closed.Please advise if you still would like to receive from Payoneer an official response with respect to Complaint # [redacted]?Best regards, [redacted] 04/**/2015 09:00...

PM [redacted], Good evening , dear [redacted] ! I wrote a letter to Revdex.com in which I told that my complaint was solved and Payoneer gave me money back .I hope we won't have such kind of situations in Future . Thank you for your Help Regards , [redacted]

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[redacted]In reference to your e-mail dated March *, *017 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 MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide. The person who submitted Complaint # [redacted], [redacted]. [redacted] is not the owner of the account in question – based on [redacted] email address provided in the claim, the account described in this 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. Thus we do not feel comfortable to respond to [redacted] via Revdex.com because Payoneer is not supposed to disclose nonpublic personal information about a user to any nonaffiliated third parties except as disclosed in our Privacy Policy or as permitted by law – to service an account, offer products and services users may find valuable, manage risk, assess compliance and perform other financial services related activities, etc.Furthermore, according to Revdex.com’s own national complaint acceptance guidelines, Revdex.com 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 to contact us directly in order to discuss their account situation.We deeply regret this inconvenience, and hope this matter will be concluded swiftly.Finally, please be advised that [redacted] is a corporate client of Payoneer that uses the Payoneer payment services to facilitate payments to their affiliates. Payoneer and [redacted] are separate business entities with their own rules, policies and procedures. If a user wants to remove Payoneer from their [redacted] available methods of payment they should contact [redacted] to see what avenues of resolution they have.  With kind regards,Dan, Employee ID:[redacted] Customer Care Supervisor