Payoneer, Inc.

[redacted]
 
[redacted]
 
[redacted]
 
[redacted]...

[redacted]
 
[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 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.  Following our review of the Customer’s Payoneer account details, which included an extensive investigation and careful consideration, on March **, 2017 Payoneer chose to cease the provision of the Payoneer Payment Services to [redacted]. We periodically review accounts for security purposes and to ensure that customers are still in good standing.  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.In regard to the Customer’s account balance, we have already requested [redacted] to provide some additional information and documents related to his line of business. This will allow us to better research this situation and see what avenues of resolution we have. His request to release funds is currently under review. We will send the Customer an email message once our review is complete or if we need anything else.  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

[redacted]...

[redacted]
In reference to your e-mail dated May **, 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 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 $50 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 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted] 
[redacted]...

[redacted]In reference to your email dated February **, 2017 with respect to the Revdex.com 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. Business owners, professionals or freelance consultants who need a quick and easy method for their clients and customers have an option to pay them through our Billing Service which makes it easy for sellers and buyers to send and receive funds safely and securely.  The customer who submitted the complaint, [redacted] (the “Customer”) received a $620 payment from [redacted] on February *, 2017, Payment ID: [redacted]. On February *, 2017, in order to maintain full functionality of Customer’s account, our Account Approval Department required additional documents from [redacted].Payoneer regularly reviews customer; as the provision of information by customers to allow Payoneer to verify to verify their information is part of the terms of the services provided by Payoneer, failure to provide such information by customers is a breach of the customer’s obligations under the agreement with Payoneer. Thu customer provided the requested information on February **, 2017.On February **, 2017, [redacted] contacted Payoneer Customer Care on phone and requested to cancel the above payment. On the same day the appropriate team members were informed about this situation. Furthermore, Payment ID: [redacted] was refunded on February **, 2017.Finally, we are sorry to hear of the Customer’s dissatisfaction with our fees. Payoneer periodically reviews its financial products and services to determine if the fees are still appropriate. We consider the value of the product or service as well as how they compare to some of our competitors. We believe that the charges associated with [redacted]’s Payoneer account are appropriate and reasonable for the service she is offered.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]Supervisor, Payoneer Customer Care

[redacted]
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...

[redacted]
[redacted] 
[redacted]In reference to your email dated February **, 20** with respect to the Revdex.com 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. Business owners, professionals or freelance consultants who need a quick and easy method for their clients and customers have an option to pay them through our Billing Service which makes it easy for sellers and buyers to send and receive funds safely and securely.  Though the Payoneer is a safe payment solution to transfer funds under most circumstances and the majority of transactions go off without a hitch every day, sometimes things just do not go as planned. Once a claim has been received from a buyer, we immediately contact our user, inform him/her about this situation and give them approximately 30 days to respond and come up with a resolution. In most cases, this is all that is needed. Payoneer is unlikely to take action against a user or rule in favor of a buyer if the seller has clearly fulfilled his/her transaction obligations. The customer who submitted the complaint, [redacted] (the “Customer”) made a $65 payment to one of our users on November **, 2016, Payment ID: [redacted]. On December **, 2016, [redacted] contacted Payoneer Customer Care on phone and requested to cancel the above payment due to “service/product not rendered.” On the same day the appropriate team members were informed about this situation and contacted the seller. The seller failed to respond to our quires and provide an explanation and thus on January 30, 20** the $65 transaction was refunded to [redacted] original method of payment - JP Morgan Chase bank account [redacted]8590. In addition, on February **, 20** the Customer was provided with a proof of the refund to supply to the bank. 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]Supervisor, Payoneer Customer Care

[redacted]...

[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 MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide. The person who submitted Complaint # [redacted] is not the owner of the account in question - 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.With kind regards,[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]
 I can not do anything at all if that is the case. Then let me just for the last time request for the sake of humanity even just 1 week of temporary reactivation of the account for me to be able to enjoy the fruits of my labor from the site I work for simply because it is only Payoneer that is available payment method for their employees who are not from the USA. Therefore since the time you have decided to reverse the funds back to them up until now I havent gotten anything at all. I just hope that you will be of good help just for this last chance for me to be able to get my payout because if not there is no way for me to get almosy $200 of hard earned money and the only key for me to do that is to have a payoneer account to withdraw it. I hope this is not too much to ask as I only am asking for temporary reactivation until I finally am able to get my money from them. Is that okay?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted] 
[redacted] [redacted]Dear [redacted],In reference to your e-mail dated June **, 2016 with respect to our response to Complaint # [redacted] submitted on June *, 2016 we hereby respond to you as follows: We have thoroughly investigated [redacted]’s 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 June * ) 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 June *, 2016 Payoneer Card’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. Payoneer does not collect sensitive information such as racial or ethnic background of its users, and such information is not part of the Payoneer screening process nor does it affect customers’ eligibility.   In regards to the remaining Payoneer account balance in the amount of $1.04, we would like to clarify as follows - the $29.95 Annual Account Maintenance fee was never paid by the customer, he might be confused with the fee he was charged for processing an incoming payment. Have said that, 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.  With this communication we consider this matter as settled. 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,Anat L[redacted], VP Operations, Payoneer Inc.

[redacted] 
[redacted] [redacted]...

[redacted]In reference to your email dated January **, 2017 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 customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on June *, 2016. On the same day the Customer was approved for a USD Payoneer prepaid debit MasterCard card.In addition, the Customer was enabled for the Payoneer Billing Service that allows our users to bill their clients and receive funds including payments made by credit cards. We advise all our customers that to protect the security of Payoneer users and those who pay them, we may require additional documentation to confirm the identity of each party involved or to receive more details regarding the transaction. To elaborate further regarding our rules, as per Online Payment Service Terms and Conditions, 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.Our Payment Approval department has rejected the payments mentioned in the complaint. 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.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,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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: I work for viridian energy. My commission check is sent to me thru Payoneer. I closed my checking account and opened a new one. It took me 3 tries before they got it right and updated to my new checking account. They sent my check to the closed account.My bank [redacted], returned the check to them. I have sent them the necessary info from [redacted] to refund my money to the correct checking account.And they keep saying they dont have info to see that the money was sent back to them My bank [redacted] says that they have the info they need. I am getting the run around just like I did trying to update my checking account. Money owed to me is $126.98. Payoneer reference number is , [redacted]. Please can you help. Thanks. [redacted].Desired Settlement: I just want my money. If they would have updated my account correctly the first time.This would not be going on.After the third try,they admited that they messed up,updating my account.

Consumer

Response:

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,

Review: I ordered a product usining their debit card on [redacted]. I canceled the order within an hour and [redacted] refunded them the money that same day. They have no records of the refund on their end. I had to dispute it and now they stated I have to wait 90 days to see if they will refund money they received on 11/**/14. It is now 12/**/14 and I received a response I need to wait 90 days if they agree [redacted] refunded the money. I usually us a Master Card for all my orders and have never had a proble like I have with this debit card.Desired Settlement: I would like my monry within 30 days they receive the grind from [redacted] or they can contact [redacted] that they cannot locate the funds so I can be refunded in another way via [redacted]. 90 days after they received my money and we have provided all the transaction numbers is not acceptable. They could not find transaction even when all the numbers were provided.

Business

Response:

[redacted]

[redacted]

[redacted]

[redacted]

[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;

Review: Good day.

I made two POS terminal purchases on [redacted] of February. They were made in local currency, UAH. In this event [redacted] automatically converts local currency to card currency. [redacted] conversion rate was 32.00 (=1USD) on that day.

For almost two weeks those transactions appeared as "Pending" in List of transactions. Then they disappeared at all and money was returned to my card.

Today (or yesterday) these two transactions appeared again. The date of transaction is shown as [redacted] of March, and exchange rate that is applied to these transactions is 21.48 (apparently this is ** exchange rate as of [redacted] of March).

In the end it appeared that I lost more than 200 USD in this process. Is there any law permitting companies to charge me when they feel right?

As stated on [redacted] Transaction Process Rules, the transaction date is the date when "The products are shipped or services performed" (see Appendix C of the Rules). Payoneer appears to violate these Rules.

[redacted] also states that there may be delay "up to two days" before transaction is processed. But it does not state that I can end up with negative balance in the end.Desired Settlement: I want a refund of 229 USD that I lost because of incorrectly handled transaction.

Consumer

Response:

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,

Review: I have had my Payoneed card ending in [redacted] for about a year or maybe more. I have been using it frequently since October 2013 due to a new job. It has been great. Many times I have made a debit purchase (bought a product, and got cash back) and got cash back. I was not charged a fee for the transaction from Payoneer-unless the fees are hidden where I cant see them in my account.

July 2014 after 4 hours of waiting for my paycheck to load to my card, it finally goes on. The following morning I receive and email that they have closed my card. (and it has my full paycheck on it) I was able to get a manager who handled the situation brilliantly. I got my check and he got a new card out to me asap. Again all is pretty good so far.

Now the problems are:

1-they cancelled my card without notification or warning-which caused a huge issue for me.

2-they hit me with a maintenance fee days after I activate. But they refunded $2 back to me. Thank you for that.

3- My previous card did NOT charge me to get cash back on my purchases anywhere. The only place that my history might show was Family Dollar-THEY charge a fee with get cash back with a purchase. NOWHERE-NOT IN THE HISTORY, OR THE TRANSACTIONS DOES IT REFLECT ANY FEE FOR THE CASH ADVANCE. Well when I got the NEW card, the first purchase I got a little bit of cash back and I got a $1.35 charge. This fee is reflected in my transaction history when I look at the transaction. THIS IS NOT OK!!!!!

transactions for comparison:

card [redacted]

Transaction [redacted]: it says Withdrawal Fee $0.00 there was NO charge. The company-Family dollar charges a fee but it was included in the total of the transaction

transaction [redacted] -no fee and the company does NOT charge anything to get cash back. Total charged was total of transaction on receipt.

transaction [redacted] no fee and the company does NOT charge anything to get cash back. Total charged was total of transaction on receipt.

card [redacted] Transaction: [redacted]- it CLEARLY shows: Withdrawal Fee: $1.35

It seems that the company chose my card and possibly numerous others and cancelled them. They claimed it was due to a security breach BUT I have a family member with the EXACT SAME CARD-and her card was NOT closed. But she has always had to pay the cash advance fees for debit purchases. (she got her card in 2013) I got mine in like 2011 or 2012 I think. I want the fees etc to MATCH what I was previously had since I was forced to get a new card.Desired Settlement: I would like my account to reflect 100% the same terms and conditions that my previous card did. I did not choose to get a new card. I was forced to. I know others with the same card and their cards were NOT cancelled. it seemed like a ploy because I was not getting charged and now with the new card I am. Like a SCAM.

I want to be back to NOT having a fee to get cash back with a purchase of any kind. I expect a fee at the ATM but not when getting cash back.

If this is not fixed I will be cancelling my account.

Consumer

Response:

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. They contacted me directly by email and were able to resolve things with me and also explain many things due to the errors on their website. All is good. Thanks!

Sincerely,

Review: We use Payonner Services on monthly basis to transfer funds to our vendors. In the past it would take up to 10 business days for funds to clear. Last time we attempted to do this was on Feb. [redacted] 2015. Everything was done the same way as always, and yet funds have not cleared as of today, April [redacted] 2015. We have researched the matter on our end extensively through our bank ([redacted]) where the transfer originated and have repeatedly been told that these funds have been deposited to the designated accounts. Our vendors have been in continuous contact with Payoneer (since Payoneer would not speak to us due to us not having a Payoneer account), have opened and reopened the case numerous times only to be told that funds never reached them.Desired Settlement: We would like full recovery of our funds.

Business

Response:

I am out of the office with limited access to emails until May [redacted]. For urgent matters please contact [redacted]) Thank You! [redacted]

Review: I haven't received. My commissions from [redacted] for the weeks of 10/* & 10/**. I have called several times daily and am being told they must wait for the monies to be returnd from a closed account I had before they can deposit in correct account. I have sent several documents e[redacted] time they were requested. I asked to speak with a [redacted] tvisor and never received a return call. I want the monies that are owed to me immediately.Desired Settlement: The entire commissions owed from 10/* & 10/** that are $45.05 & $480.00 respectively.

Business

Response:

[redacted]

Dear [redacted],

Pursuant to your email dated October **, 2014 with respect to Complaint # [redacted], we would like to inform you as follows:

Payoneer provides multiple global payment solutions, including prepaid debit cards issued pursuant to a license from [redacted], [redacted] direct deposits, and international bank transfers.

[redacted] opened a Payoneer account on October *, 2014 through [redacted] a company that uses Payoneer to pay their freelancers. She chose to receive her partner payouts to her [redacted] bank account. On October [redacted], as per account holder’s request, Payoneer sent a transfer of $45.05 to that bank account, and on October [redacted] Payoneer sent another transfer of $480 to the bank account on file.

In the meantime, [redacted] has contacted Payoneer Customer Support and advised that the above bank account was closed and supplied her updated banking information. Upon receiving the appropriate documentation from the customer and information that the payments bounced back, on October **, 2014 Payoneer reprocessed both transfers to the customer’s [redacted] bank account.

We believe that by now [redacted] has received her funds and thus the complaint with the reference number [redacted] can be considered as resolved to the customer’s satisfaction.

Please be informed that we have tried multiple times to get in touch with [redacted] directly by phone (###-###-####) and email ([redacted]), however, unfortunately, there was no answer.

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,

Review: Hello, I recently had 98 dollars on my payoner card, I made a bill payment online for 69.66 and later withdrew the other 20usd that was available on the card. On June [redacted] I made a transfer to my account 0f 421usd , which I am still not seeing in the acound , but instead a negative balance saying I owe the 203 usd! To my knowledge this is a prepaid card, how can I owe money its not a credit card! Now this money I owe, according to them was paid to the company I paid my electricity bill of 69.66, I called this company and they denied recieve any extra money other than what I paid (69.66 equivalent to 7400jmd ) Now payoneer is telling me they do not see the money sent from my paypal on the thirteth of june, but when they do, they will withdraw the 203 from it they CLAIM I owe them. This is not acceptable, I fax them a written letter along with the billing company details for them to contact them, regardless of this I did not authorized 4 payments of 69.66 to jps commerce. I authorized 1, and how could I have made 3 extra payments amounting to 203 dollars from a empty card?? Help me pleaseDesired Settlement: I want my full payment that I send to payoneer of 421usd be put to my account without the fraudulent withdraw of the 203 which payoneer claim I owe.

Review: My card was cloned My card was cloned . I´m waiting 3 months for the chargeback and now they answered me : "12. Your Liability for Unauthorized Transactions is to Tell us AT ONCE if you believe your Card has been lost or stolen; Telephoning toll-free at ###-###-#### is the best way of keeping your possible losses down. To the extent permitted by applicable law, we are not responsible for lost or stolen Cards or any unauthorized transactions made with the Card." And I called to payoneer at the same day of the transactions and I still have the card!Desired Settlement: They need to pay my money back!

Consumer

Response:

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,

Review: This company is fraud

where is my money , who knows? this company will blow you off when you contact them. never responding and always giving you the run around

when you get them on live chat they tell you they will send you a form in your email to fill out but not untilo you close the chat windows.. hmmm really?

then I check my email and fill out the form never to be responded to again..

they ripped me off, period these guys are scam artists and can not be trustedthey took a payment on my behalf, in which I never recieved and now they duck my attempts to contact them to resolve the matter. I paid my money that I earned into their system in order to access it, which they never provided the service of providing me access to me money.and now its gone.Desired Settlement: I want my [redacted] money

Business

Response:

[redacted]

[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [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 through [redacted], a company that uses the Payoneer payment services to pay their freelancers worldwide by loading funds to their Payoneer Cards. According to the communications we received from the Customer, it appears that for a certain period he did not have access to his Payoneer online account because he forgot his login information. We are happy to inform you that following completion of the appropriate security procedures, on 02/**/2015 [redacted] was able to successfully regain access to his Payoneer online account. [redacted] has since confirmed that the above-captioned complaint has been resolved to his satisfaction. Nevertheless, we would like to respond to your email and the details of the complaint. 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 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. Please be advised that throughout this occurrence the Customer’s funds were secure and remained available to him. With regard to the Customer’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. A Payoneer Customer Support Supervisor was in contact with [redacted] to examine the situation and the possible avenues of resolution, until the situation was resolved to [redacted]’s satisfaction, as described above. 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.

Review: On June [redacted] 2013 I discovered three fraudulent charges on my Payoneer card, those charges are as follows $652.21, $652.21 from [redacted] and $701.12 from [redacted]. Upon noticing these charges on my statement I called payoneer and reported the fraudulent charges and had my card blocked. I was upset as anyone would be, all of the money I had in my account was gone. Later on that day I emailed and called one of the websites meridianafly and spoke with someone who gave me [redacted]'s number I left a voicemail and she replied back that day. During my phone call with her I was upset so she hung up on me and we continued to communicate via email. She asked for my cc number and I gave that to her. I sent another email on the [redacted] upset because the charge if $701.12 went through and was told there was nothing she could do. A few days later the two charges for $652.21 wasn't authorized so it went back on my card. I stopped email communications with [redacted] on the [redacted] because her final answer was it was the chargeback dept issue now. Payoneer sent me an email and said the charges of $701.12 were not proved to be fraudulent because my name was used. Credit card hackers get numbers and names through the internet.. This goes against their 0 tolerance for fraud. This was an Italian web site, I can't even read Italian and spent all weekend in the hospital because my boyfriends uncle was passing away here in the United States of America! I've never even been to Italy. This is far beyond crazy and upon doing some google searches I see fraud is a big problem with payoneer. I have all documents and email saved upon your request. I have been inconstant contact with payoneer this whole time trying to get an update on the dispute. They have a 90 day dispute policy. I went well and beyond trying to get the airline to issue me a refund but they would not do so. I tried to get this matter resolved so the charges would be reversed.Desired Settlement: I would like to see a refund of the full $701.12 and just be done with this company. This is a prepaid card and actual money not credit that was taken from me.

Consumer

Response:

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. The amount of $701.12 was credited back as a good faith refund because MasterCard could not resolve my dispute.

Sincerely,