Payoneer, Inc.

Review: ello , I've been Payoneer user since 2014 and use it many times without problems .I used to keep some 2000-3000$ in my Payoneer account , in order to save some cash and use it whenever I badly need it.

In 2014 , I used to have some $4000 in my Payoneer account and kept it there for some 2-3 months .During this period (November -December 2014 ) I had no activity nor income payments to my Payoneer account so obviously I didn't log into my account during these 2 months.

In December 2014 I have noticed that my Payoneer account has been locked with apparently no reason so I decided to contact Payoneer and ask about it.

I 'v been told that: "Leah: Unfortunately, I am unable to provide you with any information about your account closing for security reasons."

After this episode I was instructed to send a new set of documents+ info regarding me and my business , which I did ,hoping they will release my money. Unfortunately nothing happened!

Although I still disagree with the decision to deny my appeal I will abide by it , I am respectfully requesting that the hold on my funds be lifted.I understand Payoneer’s need for holding funds for charge-back purposes, however a review of my account history for the last two years will reveal a zero charge-back rate!!

Today I have tried to contact Payoneer and "Leah " -which sent me previous emails , requesting proof of payments (which I v already sent via email)- couldn't provide me with any info after 4 months!!!!

Here is our chat conversation :

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Leah: Hi, my name is Leah. How may I help you?

You: Hello Leah

You: I am [redacted]

You: I have sent you an email.

Leah: In order to assist you in this matter, I need to first review your details and verify your security information.

Leah: What is the email address associated with your Payoneer account?

You: [redacted] You: Reference Number: [redacted]

Leah: Please hold while I pull up your information to assist you further.

Leah: Can you please provide me with your date of birth in the US format (Month/Day/Year)?

You: 08/**/19**

Leah: Thank you.

Leah: Can you please reply with the number of your government issued ID provided during registration? (It can be the number of your national ID, driver license or passport).

You: [redacted] Leah: Thank you.

Leah: Before we proceed, please provide me with the answer to your security question: What is the last name of your high school best friend?

You: [redacted]

Leah: Thank you.\\

Leah: Unfortunately, I am unable to provide you with any information about your account closing for security reasons.

Kindly find a different payment method company, other than Payoneer, to assist you further with your business.

We appreciate your understanding and thank you for your cooperation.

Leah: your request was transfred to the relevant department

Leah: Thank you for visiting. Please feel free to contact us again at any moment during our business hours.

Our telephone lines are available from 6:00 AM to 6:00 PM EST and our chat services are available from 09:00 AM to 04:30 PM EST, Monday through Friday. Goodbye!

You: I understood that already , but I would like to know when my funds will be released?

Leah has disconnected.

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That being said I feel that any reasonable person would conclude that holding my entire balance for over nine MONTHS is excessive and I am requesting that the hold on MY money to be lifted.Desired Settlement: I am requesting that the hold on MY money to be lifted.

Business

Response:

[redacted]

[redacted]Dear [redacted],Pursuant to your email dated June *, 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”), uses the Payoneer payment solution to accept funds via the Payoneer US Payment Service which allows her to receive commercial payments from US based companies. According to the US Payment Service 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 must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements. Payoneer’s intent is to strike the right balance between accommodating our account holders' financial needs, while also prudently managing risk controls for us and for our customers.Accordingly, Payoneer repeatedly requested the Customer to provide documents (i.e. invoices, receipt, etc.) that will prove beyond a reasonable doubt that the payments received by her via the Payoneer US Payment Service are directly related to the line of business that was stated in her service registration; however such documents were not provided and we are therefore withholding Customer’s account balance at this time. In order to help resolve the Customer’s complaint, please instruct [redacted] to provide us with documents as stated above. Although providing these documents does not guarantee that the funds will be made available, they might help our Compliance Department reach a recommendation. Payoneer shall endeavor to achieve a positive conclusion to this matter as fully and promptly as the above listed legal obligations allow. 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.

Consumer

Response:

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]

[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,

Business

Response:

[redacted]

[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.

Review: I opened an account in December 2014. I received a notification that my card will be delivered between December [redacted], 2014. After not receiving the card on Dec. **, I immediately notified them. I told them that I need to utilize the funds on my account but I was advised that I need to have the card first.

I was told that they can resend me another one, free of charge, but I will have to wait for another 30 days. I threatened to file a Revdex.com case. I was then offered an express delivery, free of charge, via DHL. I just have to confirm my mailing address.

After confirming my mailing address, another email came in saying that they have shipped my new card and it is via REGULAR MAIL which will arrive by February [redacted], 2015. And when I logged in to my account, my balance became $0.00 from $700 +.Desired Settlement: I want an immediate delivery of my debit card as I need access to my account.

Consumer

Response:

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,

Review: I have a debit card with Payoner in US dollars.

On feb ** I withdrew money from local ATM while in [redacted].

Conversion rate on the day on the withdraw was so that I would be charhed $317 (this with all fees).

I got the cash and $317 were blocked on my payoneer account to show "pending" transaction.

However, in 4 days I was charged not $317 but $393!

Customer support explained this was due to difference in conversion rate.

They processed my request 4 days late and charged me accoring to rate on the day of the process, and not when I took the money!

This is robbery and completely not legal!

Nowhere on their site is there a mention of this. How can they charge more than they block initially?

Customer service just says 'this is process" and does not reply further!

I plan to sue!Desired Settlement: You need to return my $70 that you overcharged me and fix this 'process'!

This is unacceptable!

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: Good morning,

I have requested my renewal card 3 times already and I haven't received it. The send you your card via regular mail with no tracking information wich means the risk of no receiving it. They seem to do this just to make you oay $60 for [redacted] expedite shipping, for me that makes no sence when certified is only around $6-$8. That is why I feel scammed.

I was exposed proves of this on their blog but since they cannot give me an explanation they just blocked my access there.

Why do they send an item with such private information via regular mail instead of using certified?Desired Settlement: I want my card sent via certified regular mail so I can track where it is.

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 have been making attempts online through live chat, and by e-mail as well as trying to call over the phone. I have funds that I had sent to my payoneer account and I cannot access any of my money because they are not responding or giving me any information. I was even called a liar by their live chat host who didn't believe me when I said that since I was not able to confirm my card as activated since the automated set up was not allowing me to set up a pin I cut the card up and thew it away since I coulndt get them to answer my calls. I have sent in total over 20 e-mails and gotten responses to every single one asking for more documents or more info even made me send photos of myself and a piece of paper holding a sign that said payoneer. I've sent every document they ask for and no one will tell me how to get my money.Desired Settlement: I want the entire amount I've had sent to my payoneer account transfered to my checking account wirthout charge and for my account with them to be complerely closed so I dont ever have anything accidentally senrt to this account

Business

Response:

[redacted]

[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 MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide. According to the communications we received from [redacted] (the “Customer”), it appears that for a certain period she did not have access to her Payoneer online account because she forgot her login information and she did not correctly answer the security questions designed to verify her 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 February **, 2015, [redacted] was able to successfully regain access to her Payoneer online account. Furthermore, as per her instructions, a new Payoneer Card was ordered for her free of charge and the account was kept open. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.With regard to the [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. Our chat logs do not show any record that [redacted] was called a liar by any member of Payoneer’s Customer Support team. 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 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: [redacted] send me a payment through Payoneer, but the money didn't arrive. Payoneer didn't send me any confirmation, so on 03/**/2015 I checked and the money was not on my Payoneer account and not on the bank. I asked where it was, and till this day they couldn't explain that. They spend about 2 weeks insisting the payment was sent to my bank, and then 2 days ago they told me the bank rejected it. So I asked where the money was, told them I wanted it back to [redacted], and they simply didn't say anything and now canceled my account. I tried again the online chat, and after an hour insisting, after calling my bank, they told me they discovered my bank didn't accept the type of transfer they made. So I asked again: if the money didn't leave Payoneer, why did they tell me it was on the bank? No answer. When will the money get back to [redacted]? No answer.

I'm nervous, I don't trust this company, and every contact I made they made me wait for days for a reply, and still didn't pay me what they should have paid 40 days ago. They didn't contact me providing any information, I had to ask every single time.Desired Settlement: I want my money back to [redacted] and I don't want to be charged again for that transfer.

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: PLEASE, read in sequence all related post about misleading advertisements for a service they CAN NOT provide and for which I contracted Payoneer's services and they charge me US$30 dollars for a service they CAN NOT deliver:

1) "Withdraw your money from [redacted] in your country" ([redacted])

2) "Withdraw money from [redacted] With your own Payoneer debit card" ([redacted])

3) How do I add my US Payment Service to my [redacted] account? "[redacted]"

4) Advertisement in Spanish for using Payoneer with [redacted] ([redacted])Desired Settlement: TO ADVERTISE THAT THEIR SERVICE IS NOT COMPATIBLE WITH [redacted]; AND OFFER A PUBLIC APOLOGY TO THOES LIKE ME WHO WERE AFFECTED BY THEIR MISLEADING SERVICE THAT PAYONEER CAN BE A SOLUTION TO WITHDRAW MONEY FROM [redacted]. THIS IS CURRENTLY BEING OFFER ON THEIR ADVERTISEMENTS.

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. And yes, please, make public my statement of my complaint and my final response to any replies from the business in the Revdex.com Business Review for this business on[redacted]. Thank you indeed for helping to solve this issue to the best of the business's possibility.

Sincerely,

Review: In order to reverse a credit card statement Payoneer requested two documents hand written.

I sent them 4 times and every single time they lied that they didn't receive. I know that they received them because I sent them I'm various forms (attachment and direct download links).

The latest email I sent, consisted of two documents they requested + [redacted] chat log.

They were attached and also direct [redacted] download link were supplied.

This time the Payoneer representative said they received only chat logs (?!?)

This is technically impossible!

Payoneer dragged the whole process until my purchase protection was over.

Highly unprofessional!

Payoneer is not a trustworthy company!Desired Settlement: Since the purchase protection is over, I got scammed for $500 and its on them!

Working with money comes with high responsibility and they are fully responsible for my lost money!

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: On * August 2013, I purchased $20.01 in gas at an Ultramar in Ontario using my Payoneer pre-paid MasterCard. I checked my account that night and on the following night - Ultramar processed ONE pre-authorization for that amount. On Monday, * August 2013, that charge settled and a SECOND pre-authorization showed up from Ultramar. This locked up my remaining funds and created an overdraft on my card. Payoneer claims that Ultramar processed 2 pre-authorizations on Saturday, and told me I needed to file a form to get the second pre-auth released or it would take 7 business days to drop from my account. Ultramar checked their credit card records and only processed ONE pre-auth that settled to a full charge to my card number. Payoneer insists that the problem is not at their end, but Ultramar's records show that it is, in fact, Payoneer's fault.Desired Settlement: Payoneer must release the erroneous second pre-auth from Ultramar, and Payoneer should not charge me any fees for overdrawing my balance since this is their mistake. It would also be lovely if they'd actually apologize for their error instead of insisting this was the other company's fault.

Business

Response:

Dear [redacted],

Pursuant to your email dated 08/**/13 with respect to Complaint # [redacted], we would like to inform you as follows:

According to our records, [redacted] attempted to charge her Payoneer prepaid debit MasterCard at ULTRAMAR #[redacted] located in Canada (the Merchant) on August *, 2013 for the amount of 20.01 Canadian dollars (the Transaction), and as a result the Transaction amount was put under the hold.

In general, all attempts to post a transaction cause a pre-authorization for the attempted purchase amount, meaning that this amount is reserved and is not available to the account holder until either the transaction is settled or the pre-authorization expires. Each transaction consists of two atomic operations:

(1) a pre-authorization, which occurs at the time when merchants swipe the prepaid-card through their credit card terminal. At this time the funds are deducted from account holder’s available balance, but are kept “on hold” until the settlement arrives.

(2) a settlement, which occurs at a later time (usually when the bank settles their transactions for that day), but can sometimes be up to a few days later.

If a settlement does not arrive for a specific pre-authorization, the pre-authorization expires after a few days, and the funds that were kept “on hold” are returned to the balance.

According to our system, on 08/**/2013 the Merchant instead of using the already pre-authorized funds in order to settle the original Transaction posted a new charge for the same amount which was settled on the same day. These two charges were separate, non-related transactions. From our experience, on occasion, a merchant may attempt to authorize a card twice, creating a double hold on the cardholder's account. This often happens when a processor requires additional security verification or incorrect information is provided or is mistyped. Gasoline pumps often impose a double hold, one for a standard amount and another for the amount of purchase. Though the merchant will only clear the transaction once, the hold will temporarily lower the customer's available balance.

Please know that in general, an authorization hold can be canceled by the merchant. In cases where the merchant cannot perform a reversal, but wishes to cancel the authorization, according to our policy, it is typical that the merchant would send us an official confirmation that the transaction will not be settled.

Payoneer did not charge [redacted] any fees for overdrawing her balance. In addition, 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.

The Transaction hold expired on 08/**/2013 and the funds were returned to [redacted]’s card balance. Thus, we believe that the complaint with the reference number [redacted] can be considered as resolved to the customer’s satisfaction.

We would like to take this opportunity to thank you and [redacted] 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], VP Operations,

Payoneer Inc; [redacted]

Review: Dear Revdex.com,

Thank you for your attention to this matter.

On the **/03/2015 at 18:54:45 Kiev / EEST time I was withdrawing my personal funds from my card via ATM. I have successfully made two transactions 8000 UAH and 1950 UAH. The valid exchange rate for that moment of time was 1 USD = 23,4 UAH. When I came home I checked my account and saw two pre-authorized transactions: 356,24 USD and 89,22 USD. Both were calcutated correctly:

8000 UAH = 341,88 USD (amount per exchange rate - 8000/23.4) + 11,96 USD (commission which [redacted] charges for conversion - 3,5%) + 3,15 USD (fixed Payoneer fee) = around 356 USD

1950 UAH = 83,33 USD (amount per exchange rate - 1950/23.4) + 2,91$ USD (commission which [redacted] charges for conversion - 3,5%) + 3,15 USD (fixed Payoneer fee) = around 89 USD

Sum left on my account was 3.10 USD

Then on the **/03/2015 I saw that amount of both pre-authorized transactions was changed to 366.31 USD and 91.67 USD accordingly and sum left became -9.42 USD ! I suppose that this happened since the exchange rate of the next day was not 23.4 UAH per 1 USD but 22.8 UAH which is resulting in more funds needed to be withdrawn.

I have not given the Payoneer right to charge me with this extra funds. I was agree to receive the funds according to the valid/current exchange rate of that day. It is illegall to do what they did. In such a manner they could charge me any day they wanted wich would result in my further depts to them... Also I did not give the Payoneer the rigth to provide me with a credit (cause now I own Payoneer 12,52 USD). I consider this as a fraud. When I complained about it to their support they stated that it is not their fault ..But whose this fault is then? And how can I make a business with them if I even do not now how much I will be charged..

A lot of people on Payoneer`s forum are complaining about the same situation. It is not a one-time event. Everybody adviced me to contact you as they already did. Hope you can help me further. Thank you!

Kind Regards,

[redacted]Desired Settlement: I would like to receive a refund and to have +3.10 USD again on my account.

Business

Response:

[redacted]

[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.Payoneer makes best efforts to ensure that it complies with any law or regulation which applies to prepaid cards, together with [redacted] Network rules and standards that guide how to process transactions. According to our records, on March **, 2015, [redacted] (the ”Customer”), made the following two cash withdrawals with his Payoneer Card:1) at 18:54 local time, at ATM8613 OD CSO3, ODESA, UKR: Ukraine Hryvna (UAH) 8,000 which was pre-authorized as $356.24, including fees, according to the exchange rate 1 UAH = $0.0426;2) at 18:55 local time, at ATM8613 OD CSO3, ODESA, UKR : Ukraine Hryvna (UAH) 1,950 which was pre-authorized as $89.22, including fees, according to the exchange rate 1 UAH = $0.0426.As a general rule, all attempts to effect a transaction via a Payoneer Card (or any other credit/debit card) cause a pre-authorization for the attempted purchase/cash withdrawal amount, meaning that this amount is reserved for the purpose of the transaction and is notavailable to the account holder until either the transaction is settled or the pre-authorization expires. Each such transaction consists of two atomic operations, as follows: (1) a pre-authorization, which occurs at the time the merchant swipes the Card through its card terminal, or when the Card is swiped at the ATM. At this time the funds are deducted from the cardholder’s available balance, but are kept "on hold" until the settlement occurs.(2) a settlement, which occurs at a later time (usually when the bank settles its transactions for that day, but can sometimes be up to a few days later). At this time, the cardholder’s account is finally debited for the transaction amount and related fees If a settlement does not occur for a specific pre-authorization, the pre-authorization expires after a few days, and the funds that were kept "on hold" are returned to the account balance.The above transactions made by Customer were finalized (settled) on March **, 2015 as follows:1) $350.88 (according to exchange rate $ 1 = UAH 22.80) + Payoneer fees were $15.43, and thus the customer was charged in total $366.31;2) $85.53 (according to exchange rate $ 1 = UAH 22.80) + Payoneer fees were $6.14, and thus the customer was charged in total $91.67,The exchange rate that is applied to a transaction is the exchange rate as of the day of settlement, which is the day that [redacted] determines the settlement amount to be exchanged between the acquirer (merchant or bank) and Payoneer.The settlement date is therefore typically different from the date of the actual transaction because it can take a few days for a merchant or bank to submit transactions to [redacted] for settlement. [redacted] (and Payoneer) applies the exchange rate to transactions at the time of settlement, and not at the point of authorization of the sale or cash withdrawal. As a result, Payoneer is not able to apply the exchange rates as of the pre-authorization date, before the transaction takes place, but rather at the time of settlement.Furthermore, according to Terms and Conditions associated with [redacted]’s Payoneer Card: he is not allowed to exceed the available amount on his Card through an individual transaction or a series of transactions. Nevertheless, if a transaction exceeds the balance offunds available on his Card (creating a “shortage”) he shall remain fully liable to us for the amount of the transaction and pay us promptly for the shortage. In addition, after reviewing [redacted]’s transaction list, we noted that all his previous transactions were settled at least one day following the transaction date, according to the appropriate settlement exchange rate. According to our records, he received and started using his Payoneer Card at the end of 2013. Until now, we believe, we have been successful in meeting his demands; in the past he has not raised any objections against the transactions being settled next day or even a few days later. The fluctuations in the UAH exchange rate around the time he made his transactions could have been the cause for his dissatisfaction; however we have no control over the exchange rates.As detailed above, Payoneer correctly followed all relevant procedures in handling the issue in question, and acted in accordance with online payment rules and regulations. I am unable to uphold [redacted]’s complaint as I currently understand it. I appreciate that this may not be the outcome which he was hoping for, however I trust that I have adequately explained our position on the matter. If you feel you have additional details to support his complaint, please let me know and I will be happy to review them. 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.

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.Dear Revdex.com,Please close complaint with the reference number [redacted]. We have mutually agreed with Payoneer (see below) Kind Regards, [redacted]

Sincerely,

Review: I have had my payoneer card since 2011. I got it when I signed up for [redacted]. My pay is supossed to go to my payoneer card and NEVER has. The first few checks said they were coming to my payoneer account but never did. they came in the mail. y last payment from [redacted] was $103.00. I never recived it via mail or payoneer. I never made a fuss because my pay did come via mail....until now. Theu have given me the run around and I don't appreciate it. It is a great service but I cannot let them just take my money.Desired Settlement: GIVE ME MY MONEY PLEASE. $103.00

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: Since july * I have been having issues with payoneer, my first complaint that I made here was then charging my account 203 dollars which I did not

approve, they resolve this by refunding me and releasing my 421 dollars back to my [redacted], while assuring me that my account is not been affected and I could continue using their services.

I emailed them to make sure I would have no further problems, they responded saying I could use my payoneer account, Foolishly I sent back my money to this account, then another drama unfolded, UPS held my money for a while for proof of income screen shot images of my [redacted] etc, money was held for 5 days then I got and email saying :

We have loaded your payment as a one-time exception.

However, after reviewing the details you provided, and in accordance with our Terms and Conditions, we were unfortunately unable to approve your application for the service.

Please note: this does not affect your Payoneer account status or card usage. You can continue to receive payments from companies worldwide that pay with Payoneer.

Well then immediately thought to my self, this must be a vendetta against me, so I went to the atm to withdraw my money, only to find out that the ATMS all four that I tried cannot access my account, I called payoneer , twice, they claimed the card is fine and they dont see any problems with it, my card is not scratch nor is it broken, plus if the card was fine the atm would be making charges to it each time I attemp a withdrawl, the entire 422.66 is still there!

Last representative ask if I wanted him to order for a replacement card to send me, now don't you see this is a scamm??? Me to pay another 26 dollars or 60 dollars to get a card to withdrawl my own money when I have a perfectly new card >?! I told him no, am not satisfed with their services and I want my money sent back to my [redacted] if it cannot be withdrawn he then said , miss try again tomarow or your can log in to your account and send it back yo your [redacted] account!

Payonner does not have the option to sent money to [redacted], these customer care reps have no idea what they are doing or about the company they work! they mislead you, they put you on hold for minutes and then comines back baffling as if they are confused! I need my money back now!Desired Settlement: I want my card fixed so I can have my money withdrawn of have my money sent back to my [redacted], all the money on my card

I cannot do businees with payonner anymore they have no respect for their customers! I need my money!

Business

Response:

[redacted]

Dear [redacted],

Pursuant to your email dated July **, 2014, with respect to Revdex.com complaint # [redacted], we

would like to inform you as follows:

[redacted] has been one of our valued account holders since March **, 2014 and we

regret to hear she is not satisfied with our service.

We would like to address the concerns that were brought to our attention in the

complaint:

1. [redacted] has previously filed Revdex.com complaint # [redacted] concerning her account

negative balance. As soon as the claim was received, we conducted a detailed

review of [redacted]’s account transaction history. According to our records,

four unique charges in the amount of 7,500 JMD (69.66 USD) each were force

posted by a merchant to [redacted]’s Payoneer Prepaid Debit MasterCard card on

June **, 2014, resulting in a negative account balance of $203.94. In our

experience, it can occur on occasion that a merchant, due to technical error,

attempts to authorize or charge a card numerous times, resulting in multiple

unintended charges. This situation was resolved automatically by the processing

network on July * and [redacted] reported us that Revdex.com complaint # [redacted] can

be considered as resolved.

2. A payment received to [redacted]’s account from [redacted] was held for review for

four days before being verified and funded to her account. While the majority

of payments received using our services are funded automatically, a manual

review may be required in some cases. Such payments are generally reviewed

within 1-2 business days, and we did sincerely apologize for any inconvenience

caused by this required procedure.

3. We were sorry to hear that [redacted] was recently not able to withdraw funds

from local ATMs in Jamaica using her Payoneer Prepaid Debit MasterCard card. We

certainly understand the frustration this may cause and promptly investigated

the issue, however were unable to find any technical issues with [redacted]’s

card that would cause a decline. It is possible this was an issue with the

local banking network, not specific to Payoneer, however we offered [redacted]

delivery of a replacement card via DHL expedited shipping at no cost to her.

A Payoneer [redacted] has been in contact with [redacted] to

discuss the matter further and find the best resolution to her complaint. We

have transferred the available balance on [redacted]’s Payoneer account to her

[redacted] account, as per her request. [redacted] confirmed that as soon as she receives the funds to her [redacted] account,

Revdex.com complaint # [redacted] can be considered as resolved to her satisfaction.

We would like to take this opportunity to thank you and [redacted] for providing

us with this feedback and regret any inconvenience caused.

Please feel free to contact us if you have any additional questions.

With kind regards,

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,

My online financial account became locked due to a password issue I forgot, fixing a simple online issue became a very complicated matter in which I spent hours trying to resolve and days in waiting. They asked me for personal id to my own account, I just did not feel comfortable sharing my personal information online, they made it feel worse. I prefer to remain anonymous and not share my personal information with anyone, yet they treated it lightly. The customer service I received is one of the worst and poorest ever. One girl talked down to me like a child with a stern attitude, another [redacted] hung up on me, a [redacted] accented person was very rude and lacked any etiquette whatsover, I was angry and shocked at such foul service, and asked myself how these people could be working in customer service. Personally I felt as if there was of racism involved too, I am very offended, these humans they have working in their customer service should not be there. The most upsetting thing besides the lack of respect, invasion of privacy and bad service is that they are handling my hard earned money. Consumers deserve better, customers deserve their privacy respected and all human beings deserve to be treated with courtasy and respect, which I felt this company and it's call center lacked. Overall I think they should hire only american personel who know and aware of what privacy, respect and true customer service values. I do not want to speak to some rude, racist foreigner handling my money account. Truly the experience with this company has been very very poor and being a finance company worries me.

I am very sensative with all these issues and I let them know about it, the reply was less than acceptable and I did not receive an apology. I was left feeling disrespected, mistreated and my privacy invaded not to mentioned judged too. I want to post this with all serious and upsetting intentions. I do not want to deal with racist companies, companies who do not treat their customers with due consideration, companies that handle consumers privacy with slack. I am highly considering looking for an alternative after such poor and reckless handling of simple online password issues. Such simple online issues do not have to be so complicated, even with mayor banks,online accounting is a very simple quick process not with payoneer, it took me over 10 calls, 10 emails and over 5 days of waiting. Truly payoneer is one of the poorest customer service experiences I have ever had, I strongly recommend looking for and using another company for your financial needs, a company that will not treat your right to privacy with disprespect, a company that will treat you equally for your ethnic or racial origin, a company that knows and is aware of proper customer service rules. I cannot stress how angry, upset and disrespected this company has made me feel. Those racist, rude foreighners should be fired right away! Shame on this company and its CEO's, and HR management.

Review: This was the only option to collect my pay, I filled the information out, sent them the requested info, copy of my ID and social security card. I had to call back 4 times to get them to finish the approval of my account. Then I told them I wanted it to be Direct Deposited NOT put on a prepaid card with charges/fees galore just to have to use their company. I tried to get into my account to add my bank information, called in to tell them I couldn't get in it was asking for the last 4 digits of my card number. I did not want a card, did not request a card. Now all my funds are placed on a debit card that I didn't want, and fees I will now have to pay. The lady (and gentleman) that I have spoke to numerous times have not been helpful. Worse customer service, and now my funds are some where I DON'T want them to be, and didn't authorize them to be. I called back and they won't do anything to fix this error that they did.Desired Settlement: Money direct deposited and not on prepaid credit/debit card.

Business

Response:

[redacted]

[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.

Review: I opened an account with Payoneer and was accepted. Subsequent to receiving a deposit, my account was closed for undisclosed reasons. I was charged almost $50 in fees. Payoneer states that the payment has been returned to my employer. The payment should not have been returned to the employer, it should have been transferred to another bank account. Now in order to receive the fiunds from the employer the subsequent pay period, another collection of fees must be paid.Desired Settlement: I would like a refund of both check cashing fees. I was charged $50 by Payoneer. If the refund has been received by the employer, I will have to pay again to cash the payment. In addition, there will be late fees due to Payoneer's abrupt decision change. Damages sought are $140.00. If the refund has not been received by the employer, the damages sought are $1370 + 40 late payment fees.

Business

Response:

[redacted]

[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.

Review: Last Thursday, August **, 2014 my company [redacted] paid Payoneer my wages. Friday, August **, 2014 I received my Payoneer debit mastercard in the mail. I attempted to activate my card and it refused my username and password. I contacted the Live Chat and logged my first of 4 tickets. They advised me that my email was not mine. I had to provide them with the security answer that I set up when registering my card. I understood that there had been some kind of breach. [redacted], the live chat person asked me to provide my email addresses that I could have used to register. I advised and he informed me that they would send me an email with the required security questions for me to gain access to my account. I waited all day for the email which did not come. I contacted the Live Chat and it was again [redacted]. He had spelled my email wrong and therefore I did not receive the email with all the questions. He sent it again once I advised he has spelled it incorrectly. I immediately answered all the questions and sent the answers back. They emailed me and told me it would take 4 days to resolve. I contacted them yesterday, August **, 2014 to inquire what was going on with the file. Again I explained everything and provided the first ticket number. They had to send me a second set of security questions and I was advised not to worry as this would be taken care of today. Again, I heard nothing and I live chatted again. They advised that there was no one I could speak with the I could only communicate via email as it was being reviewed by the Security Department. This morning I sent an email explaining that I needed to pay my bills and waiting this long to be paid when they were holding my money was not acceptable. I waiting all day and was literally given the run around and told that now it could take another 2 days to resolve. They advised me today that I had successfully logged into my account on Friday August **, 2014. I informed [redacted] that, that was not possible as I could not get in and I contacted them immediately. He informed me that there was no possible way for me to speak with anyone anywhere in that company. He also advised me that they expedited my claim and that I needed to be patient. He stated that they had received my email yesterday (Wednesday, August **, 2014 ) morning as soon as I sent it but it was under review. The information contained in that email was my driver's license #, my birthday and what payments had been made to them on my behalf. I explained that this was not acceptable. I completely understand that they must take security of their cards and the money they are given on behalf of citizens like myself but this is absurd. It was not a 100 page document that they needed to review. It was 4 short lines of information. I have all the ticket numbers but unsure if I should put them here. If you need them, I can certainly provide them to you. Thank you very much.Desired Settlement: I want access to my account in order for me to access my payments. I have bills to pay just like everyone else. I feel that they need to waive my activation fee and my first load free.

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: They closed my account and treated me unfairly. I do honest work and legal work for a company which is third party to a pharmaceutical company, and they closed my account. I do not work for a pharmaceutical company, I don't sell any pharmaceuticals, neither am I paid by one, they would not listen and closed my account anyway.Desired Settlement: I need my account to be reopened, was very unfair to me and I did not deserve that treatment.

Business

Response:

[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.

Consumer

Response:

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]

They have given me no reason for the rejection of the payment, The company is Legal and has not broken any of Payoneer"s rules and regulations and has not broken any laws of the United States of America. It is unfair to providing public service with the intention of sabotaging people without reason.They cannot be allowed to be treating people this way, this is an injustice. I HAVE ASKED THEM TO SHOW ME WHAT I DID WRONG AND THEY REFUSE TO, I NEED HELP AND I AM ASKING THEM TO SHOW ME WHERE I WENT WRONG.The bottom line is I did nothing wrong and neither did the company that I work for. My question is if I did something wrong then show me? If not then why reprimand me. I have done all the research to ensure that I am not at fault, which I am not.To add injury to insult, I personally know of someone, who has received payments from the same company, and if you want prove I can give it, his Name is [redacted] and his payoneer account wasn't blocked, which has now lead me to think this is a personal attack on me for no reason.You tell me if that is right.

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

Sincerely,

Business

Response:

[redacted]

[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.

Consumer

Response:

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,

Review: I have contacted payoneer over and over again to the extent I had to make a call to them today as I felt my complain was not treated in an appropriate manner and not given a right response. I was issues a Payoneer master card in which I have forgotten the password I use in accessing my payoneer account as a result of the fact that it as to me mixture. of words, both in capital and small letter including number and signs too, which made it hard for me to remember the password and I cant access my email address which I used singing up as they are all used the same password for it too and also for my odesk account which directed me to chose payoneer as a payment option. Contacted payoneer to please help me out with my situation I can provide them every information they need from me to do this, including a scanned copy of my international passport which I used in opening the account, I can scan the mastercard that was sent to me and send a copy to the including the letter that was sent along too, and very other information they would need to verify my identity and be certified I own it, but to all my appeal and pleads with them, they told me there was nothing they could do to help me but to contact odesk . Would be very happy if you can help me out on this issues as they left me to do this on which own which is not right of a customer support service, odesk is a company of its own so therefore payoneer should be able to provide me my password without me contacting odesk as payoneer was the issuer of the mastercard and not odesk.Desired Settlement: Would like if my password can be given to me so I can activate my card and have access to my account so I can make use of it. Thank you

Business

Response:

Dear M[redacted]:

Pursuant to your email dated September *, 2013 with respect to Complaint # [redacted], we would like to inform you as follows:

Payoneer provides multiple payment solutions, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated. Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.

[redacted] obtained a Payoneer card through oDesk, a company that uses Payoneer to pay their freelancers worldwide. According to the communications we received from the customer, it appears that he does not have access to his oDesk online account, as well as to his Payoneer online account. Payoneer and oDesk are two separate business entities; we do not share customer files. The customer will have to contact oDesk support in order to resolve the situation related to his inability to access his oDesk online account.

Regarding the customer’s inability to access his Payoneer online account 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 password 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.

We are currently in the process of examining all aspects of the issue and our senior team members are in touch with [redacted].

We would like to take this opportunity to thank you and the customer for providing us with feedback related to this issue, and regret any inconvenience caused.

Please feel free to contact us if you have any additional questions.

With kind regards,

[redacted], VP Operations,

Payoneer Inc; [redacted]

Review: I withdraw 3850 amount into my bank account on ** of august 2014

but so far today I receive no payment

I contacted them several time they keep saying we already wire that money .

my bank contacted many times and told m they receive no payment so far.

the payment is been transferred via [redacted] london as a mid bank

I asked them to please contact them and ask about this payment track . so far nothing done on their side . I m in waiting list from long time

I lost my business due to this missing transaction

I m not sure what to do this time . as I got no satisfactory answer from them . tried several time with them but they still not contacted thier bank to investigate this matter.

please do somethingDesired Settlement: full pay 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: On August [redacted] 2013, four fraudulent transactions were made with my Payoneer card. My card was not lost as it was in my possession as it is now and has been at all times. The transactions were made in Mexico and given that I live in Peru the card must have been cloned. The descriptions of the transactions were listed at 'Gas Centrofundicion' and stated as being POS purchases. These are the amounts:

USD 16.01

USD 240.14

USD 240.14

USD 240.14

In my experience of using my Payoneer card, when it is used at a retail store the PIN is not needed to complete a transaction. I have always been given a receipt to sign which is then cross-checked by the merchant with the signature on my card. In Peru it is further validated by checking my DNI (National Identity Card) which is carried at all times. As I hadn't been using the card much, I first discovered these four fraudulent transactions on September [redacted]and immediately contacted Payoneer via their customer service line. My card was blocked by them to prevent any further fraud and I filed a dispute and asked them to send the forms for each transaction so that I could have my money refunded. I returned the said forms on September 8th, along with a proof that I was in Peru at the time of the fraudulent transactions, in the form of a dentist receipt for works I had done on August [redacted].

Payoneer replied with the following after receiving of my dispute forms: "Thank you for sending us the documents we requested. We have transferred your documents to our Chargebacks Department for further processing. You will be notified by email of the status and the time frame for your dispute." I had read that the refund process could take some time and on November [redacted]I received the following email from Payoneer customer support: "Your transaction dispute submitted on 9/**/2013 has been reviewed and processed by our Chargebacks Department. Please see section 12 of our Terms and Conditions, which states that: "… To the extent permitted by applicable law, we are not responsible for lost or stolen Cards or any unauthorized transactions made with the Card." Nevertheless it has been decided to refund you an amount of $250 as an act of good faith. In order for us to initiate the refund, we ask that you fill out the attached form, to confirm acceptance of this refund." Given that my card had been cloned and used fraudulently through no fault of my own, I refused this so called 'act of good faith'. I believe that under both Payoneer's terms and conditions and also Mastercards 'Zero Liability Policy' that I am entitled to a full refund of the transactions.

After looking for other cases, I found out that we all are told the same thing. I went online and looked for the terms and conditions of Payonner and found this under section 12:

"12. Your Liability for Unauthorized Transactions

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. You may not be liable for unauthorized use of your Card provided that you notify us within a reasonable time after learning of the loss or theft of your Card. A transaction will be considered unauthorized if it is initiated by someone other than you without your authority, or you receive no benefit from the transaction, or if we do conclude, in our sole discretion, that the facts and circumstances do reasonably support a claim of unauthorized use. Reasonable time will be determined in our sole discretion based on the circumstances but will not be less than 60 days from the transaction date. If your Card has been lost or stolen, we will close your Card to keep losses down. We reserve the right to investigate any claim you may make with respect to a lost or stolen Card, and you agree to cooperate with such investigation. We may ask you for a written statement, affidavit or other information in support of the claim. Also, if your transaction history shows transactions that you did not make, tell us at once. If you do not tell us within 60 days after the transaction history was made available to you, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from making the unauthorized transaction if you had told us in time. Our liability is limited to reimbursing you for the face amount of any unauthorized transaction."

This can be found here http://www.payoneer.com/terms.aspx

According to those terms and conditions their liability is limited to reimbursing me for the full amount of the unauthorized transactions, and that's all what I'm asking.

Also, Payoneer is a Mastercard card, so I should also be protected by their Zero Liability policy:

As a cardholder, you will not be held responsible in the event of unauthorized purchases provided that the following conditions are met:

Your account is in good standing.

You have exercised reasonable care in safeguarding your card from any unauthorized use. Unauthorized use means that you did not provide, directly, by implication or otherwise, the right to use your card and you received no benefit from the "unauthorized" purchase.

You have not reported two or more unauthorized events in the past 12 months.

This can be found here: http://www.mastercard.us/zero-liability.html

I also realized that I had USD 6.90 taken from my account and when I asked Payoneer about this they said it was because my blocked card had a negative balance. When I checked the transactions on my blocked card, new transactions had been made showing money coming in and out of my account under the same merchant name "GAS CENTROFUNDICION" on the same day of the fraudulent transactions. These transactions weren't there before. When I asked Payoneer Customer Services about these transactions they said they were made by the Chargebacks Department. These transactions were the ones which created that negative balance for which I was charged. Given that the card was blocked and these charges relate to the fraudulent transactions which I have reported, I feel that the charge is unfair and should be refunded.

Last communication from Payoneer says: 'This decision is final, and is based on our Terms and Conditions which you accepted upon registration. We recommend that you sign the attached form and accept the Good Will credit.'

I am contacting you as Payoneer stated that their offer of a partial refund was a final offer which I find unacceptable. I believe that they have failed to safeguard the security of my card and their offer of a partial refund was an attempt to avoid liability to give me a full refund which is stated in both theirs and mastercard's terms and conditions.

Tickets linked to all these communications:

[redacted]Desired Settlement: I want to get reimbursed with the full amount of all four fraudulent transactions which totals USD 736.43

and also get reimbursed with the additional charge they made for the negative balance of USD 6.90

So a total of USD 743.33 should be reimbursed to me and no additional fees should be charged for this matter.

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. An amount of $718.64 was refunded, less than what was taken but it's better than nothing. It's worth mentioning that Payoneer call this a good faith refund because they claim Mastercard didn't grant a refund. I appreciate a member of Payoneer's Customer Support Management Team contacted me to solve this issue. Since they can't really assure protection for my funds I will be cancelling my card. I appreciate Revdex.com's help to find a solution for this issue, I truly believe it wouldn't have been possible otherwise.

Sincerely,