Payoneer, Inc.

Review: I used my card to get cash from cash machine. [redacted] had currency USD/UAH = 33 ([redacted] change currencies at 20-00 by Ukranian time). I have a paper check where says that cash machine gave me 8500 UAH, it is 267 $ with this currency. This was taped in my account. The next day (**.02.2015) I got different transaction (first transaction 267 $ was deleted by Payoneer) in my Payoneer panel and Payoneer charged me 324 $ for this transaction. They charged me for currency that was next day - USD/UAH = 27.4. Desired Settlement: 57 $Consumer Update 3/**/15: Payoneer site does not have any information where tell about such type of wrong transactions to their clients. My complaint - is to fefund difference to my account which Payoneer charged me wrong. If not - I will start investigation in court for this question. I have people who can do this in USA.

Business

Response:

April *, 2015Reference number: [redacted]

[redacted]ATTN: [redacted], Dispute Resolution Services CUSTOMER EXPERIENCE COMPLAINT ID # [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 February [redacted] (the Customer) made the following two cash withdrawals with his Payoneer Card:1) at 12:26 local time, at [redacted] UKR: Ukraine Hryvna (UAH) 8,500, which was pre-authorized as $317.34, including fees, according to the exchange rate 1 UAH = $0.037334;2) at 21:00 local time, [redacted], UKR : Ukraine Hryvna (UAH) 4,000, which was pre-authorized as $126.73, including fees, according to the exchange rate 1 UAH = $0.031683,3) at 21:01 local time, [redacted], UKR: Ukraine Hryvna (UAH) 4,000, which was pre-authorized as $126.73, including fees, according to the exchange rate 1 UAH = $0.031683.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 not available to the account holder until either the transaction is settled or the pre-authorization expires. Each such transaction consists of two-step operations, as follow:(1) a pre-authorization, which occurs at the time when 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 card holder’s available balance, but are kept “on hold” until the settlement occurred.(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 the Customer were finalized (settled) as follows:1) on February ** : $310.22 (according to exchange rate $ 1 = UAH 27.399910) + Payoneer fees were $14.01, and thus the customer was charged in total $324.23;2) on February **: $121.21 (according to exchange rate $ 1 = UAH 33.000578) + Payoneer fees were $7.39, and thus the customer was charged in total $128.60;3) on February **: $121.21 (according to exchange rate $ 1 = UAH 33.000578) + Payoneer fees were $7.39, and thus the customer was charged in total $128.60.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.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.Finally, please know that at the end of February 2015 the exchange rate of Ukraine currency (UAH) to USD was changing by dozens of percent in one day as Ukraine’s [redacted] ended support for the currency to shore up reserves amid political turmoil. At the end of February the [redacted] published exchange rates were:On February **: 1 USD = UAH 27.75On February **: 1 USD = UAH 33.00On February **: 1 USD = UAH 27.40On February **: 1 USD = UAH 33.00On February **: 1 USD = UAH 26.50As you can see, the exchange rate was unstable and the difference between the amounts could reach 16-20% within 24 hours! Thus, for instance, a transaction that was preauthorized on February ** according to 1 USD = UAH 27.75, was settled next day as 1 USD = UAH 33.00.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;

Review: Hello , I am the client of the Payoneer company and have an account for receiving money , what I have been doing successfully before the February 2015 .My card is not a credit one , so I can use only that money , which are available on my account by the time of transaction . The Payoneer company stole from me almost 500 $ and they are trying to get away with it like nothing ever happened . Soon it will be almost a month how this problem appeared ,But no solution is found yet .They illegally took my money and don't want to give it back . This is what happened - When money came on my account I check up with the [redacted] exchange rate and went to the ATM to get my money . The excange rate at that time was 33 hrivyas to 1 dollar .I calculated , that I can take 80000 hrivnyas and on my account with all fees and commissions should be stayed something about 160 $ .When I was taking money from the ATM everything went just exactly how I calculated and when I came home there was 168 $ on my account .After about 48 hours I took a look on my account and saw that there was minus 320$ on my account ! So , The Payoneer company illegally took money , which I had and made me to be in debt for 320 dollars .When I was writing to them , telling about their illegally actions , because what they have done is a fraud and stealing , they kept ignoring me or answering very slowly .They were trying to blackmail me , that I must pay them money and it is all my fault . When I told , that I didn't want to take any credit from them and it is illegal to do anything my my card without my permission , they just started to tell a new lie to me . They keep saying , that according by their rules the exchange rate is calculating in the day , when final transaction is done , but my final transaction was done on the day , when exchange rate was just the same as it was in the day , when I got Money from the ATM .I can prove it and I proved it to Payoneer showing them , that what they done was just a simple stealing and it is ILLEGAL !!!! They couldn't give me any answer why in that case they took money from me .When I told that on my account after I took 80000 uah there was still left about 168 dollars , they said it is not true , but after I proved them , that it was true , they made up a new illegal lie about some new commissions which were about 15 $ for any transaction , which never was taken before . It was juts a new lie , trying to convince me that I really took more money that I should . But I can count money on my account and know exactly how much I took . What they are saying it is all lie . They making a lie after lie just not to give back money they have stolen from me . STOLEN . Payoneer is a FRAUD and THIEFs !! During my communication with the Payoneer customer support they wrote that they counted MY money by their own inner Payoneer exchange , which is totally illegal !!! because I have been using [redacted] exchange rate taking my money . I didn't let my permission for Payoneer to use their own change rate , the rate , they used to make some illegal actions and stole almost 500 $ from my account ! I want to find justice and made them pay for what they have done .They feel that nobody can get them in Ukraine because they don't have any office or anything like that in my country , some dozens of people like me can just hope that they will recollect that business is not don't by illegal way . I know that I am not alone in Ukraine , who had the same problem with Payoneer lately . hope you can help me to get my money backDesired Settlement: I want all my money ,which were stolen by Payoneer in the most illegal way to be back .

Business

Response:

Dear [redacted] (the Customer) has sent us the message below advising that this complaint is closed.Please advise if you still would like to receive from Payoneer an official response with respect to Complaint # [redacted]?Best regards, [redacted] 04/**/2015 09:00 PM [redacted], Good evening , dear [redacted] ! I wrote a letter to Revdex.com in which I told that my complaint was solved and Payoneer gave me money back .I hope we won't have such kind of situations in Future . Thank you for your Help Regards , [redacted]

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 ! I want to tell "Thank You " for your

assistance with my complaint to Payoneer company number [redacted]

I am happy to inform you that Payoneer Gave my my money back and we

solved all kind of problems that we had . They contacted me via email and by

phone and then wired money on my account .I already took the money from the

card and everything was fine .So I don't have any claims to Payoneer anymore

.Thank you very much again for your help - I am sure that without your

assistance it would have been much harder for me to get a positive result in my

complaint . So you can close my complaint ?[redacted] because it has been solved

already .

Regards , [redacted]

Sincerely,

Review: They have a refferal reward that I believe they are hiding the true results of the program. They refuse to produce the information of all the people that you have reffered, resulting in you not knowing whether the person you registered was truly done right or not. You will never know if you were paid for the referrals or not.Desired Settlement: Provide a listing of the people that I referred so I can check the status myself.

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 attempting to have my business bank account added as a withdrawal method for just under two weeks. I have placed numerous calls, sent multiple emails and have gotten nowhere. They are withholding 42,000USD in an unbanked debit card that is simply floating about. They required me to send a high resolution copy of my US Passport over the Internet to confirm my identity. I finally placed a call to the Portland office of the FBI and there are now open cases with the State Department regarding their requirement of transmission of a high resolution copy of such a sensitive document as well as with the Internet crimes unit, because they are not allowing me to access my money and not responding to my multiple pleas for assistance.Desired Settlement: I want all of my funds to be withdrawn from Payoneer and deposited into my business banking institution immediately. They have the institution information that I have provided.

Business

Response:

October **, 2015Reference number: [redacted]

[redacted] CUSTOMER EXPERIENCE COMPLAINT (ID # [redacted])Dear Yaw Ababio,Pursuant to your email dated September **, 2015 with respect to Complaint # [redacted], we hereby respond to you as follows:Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from [redacted] International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of [redacted] worldwide.The customer who submitted the complaint, Ms. Amorette Jones (the “Customer”), registered for a Payoneer Card to receive commercial payments from Airbnb, a corporate client of Payoneer that uses the Payoneer payment services to facilitate payments by guests to hosts using the [redacted] marketplace.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 and we strive to reach the highest service standards.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. According to our logs, on September **, 2015 we sent the Customer a number of messages via e-mail requesting her to resend her photo ID due to the low quality of the document she had sent. On September **, 2015, after resending her ID as requested, [redacted] contacted our Customer Support via phone and was advised that her documentation had been received and was under review by our appropriate department. On the same date, as per the Customer’s request, she had an opportunity to discuss her concerns with a Customer Support Shift Supervisor. Over the following days, a Payoneer Customer Support Case Specialist was in contact with [redacted], to further discuss the matter and better research her concerns.We would like to emphasize that as an online payments services company, we operate according to standard regulatory requirements to confirm the identity of all account applicants and verify that our services are not abused. Payoneer requires specific information and documentation to help ensure the security of its account holders, and to comply with rules and regulations imposed by its Security department and banks. In addition, we believe that requiring customers to provide valid and good quality copies or evidence of their identification documents also protects them from criminals who might falsely use their identity, without them ever knowing, in order to get access to their accounts and funds.We are happy to inform you that on September **, 2015, [redacted] was able to successfully update her banking information. Accordingly, the above-captioned complaint can be considered as resolved.We would like to take this opportunity to thank you and the Customer for providing us with her feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Anat L[redacted], VP Operations, 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:

First I would like to apologize for my late response to your email outreach as well as phone outreach. I have undergone two surgeries related to breast cancer in the past six weeks and this has made me a bit unreachable. I would like to be really clear about my issues with Payoneer. They NEVER made any effort to resolve or address the issues that I had with them. In fact the stress that they caused in allowing me access to my funds and the way that I was treated severely impacted my life on many levels including mental and physical. I felt threatened several times when they asked me to remove my complaint with you guys and that is not the way a person should fee by a large company like that particularly when they have hold of your thousands of dollars that you need to pay your medical bills! In any event, I hate to see them get away with an A plus standing when they should be investigated for the way that they treat their customers and the fact that they forced me to send a federally issued document over the Internet as a hi res file before even beginning to drip release my funds, by not providing transparency in how they allow customers access to information on the money release, etc. They have done nothing to address any of these issues. It took me weeks and lots of aggravation while undergoing intense medical treatment to finally get access to all of my money and to get regular calls and emails from Payoneer demanding that I remove my complaint with Revdex.com isn't right. I am not an enterprise I don't have a department of people to ensure that I keep an A plus rating I'm just one person and when I go into the hospital for surgery, things just stop. So when I wasn't communicating with you guys it didn't mean that I was satisfied with the results or how I was treated it meant I was in patient trying to recover.

I got access to my money but not without great stress and not without delay that created horrible extenuating circumstances for me. This business is not operating with any sort of transparency. When I reported to the local FBI office that they required that I send a hi res copy of my passport over the Internet and they were very uncomfortable with that. I suppose what I'm unclear about is what the role of the Revdex.com is and perhaps you can help me. I wish that I had been warned about some of the outlandish practices that Payoneer resorts to - it would have greatly altered my thinking in using them as a resource. When you state that they are an a plus company I truly find that very hard to believe when I have been victimized personally by their practices. We aren't talking a few hundred dollars and a few days. We are talking well over a month to access over 40 thousand US dollars. And I only got access to that money after filing a complaint with your office and numerous calls and emails and even involving the FBI. If in your mind that resolves the case or moves it to that column I am truly at a loss. This company should be investigated for its treatment of customers and for the non chalant way it handles cash in accounts.

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

Sincerely,

Review: I authorized and made a payment of the amount of 384.00 with [redacted]. I made the debit transaction on oct. [redacted]. The amount of 387.84 was then settled, and taken from my account the morning of Oct. *. (Apparently, payoneer charged me 3 or so dollars for the transaction, which I did not know about, but is beside the point).

The amount of 387.84, however is still pending in my account, and has not been released, which had caused my account to go negative. So basically, my card was charged for 387.84 and then when the amount was paid from my account, the pending authorization was never released, resulting in a total of 775.68 being taken from my account, which made my account negative.

I contacted payoneer on 10-*-14, who told me it was the merchant who was holding the funds.

I contacted the merchant on 10-*-14, who told me they have received payment, and did not hold the funds. (Which makes sense, as I have dealt with this merchant before, and have not previously had funds held from them)

I then contacted payoneer again, who told me the merchant either forced the payment, or authorized the payment twice.

Payoneer, however upon merchants request, would not provide both authorization codes. They would only provide one?)

I contacted the merchant, who asked me to come in immediately because they were becoming concerned with my bank.

The merchant and I BOTH, from the merchants business, called payoneer with the following information:

1. authorization code for the SINGLE transaction.

2. reference number for the transaction

3. Amount and date of transaction. ([redacted])

The amount is obviously settled, and is showing up in my account.

Payoneer insisted to the merchant and I, even with all of this evidence, that the merchant must have charged me twice. Payoneer then asked the merchant to send the following information:

1. Confirmation that the merchant will not be settling the amount and why.

The merchant reiterated that they WOULD AND DID settle the amount. The amount was paid, and taken from my account the morning of oct. **. It's in their records, as well as in my payoneer account. So there is no outstanding authorization for them to cancel. Since, 1. the authorization is not outstanding; it's been paid, and 2.They don't want to cancel, I in fact meant to pay them!

Payoneer was rude, and the merchant and I believe very untruthful. At one point, the merchant asked to speak with a supervisor, in which case we were hung up on. Payoneer then proceeded to call back a minute later, on the merchants phone, and introduced themselves as someone new, however it was glaringly obvious that we were speaking to the exact same person.

The merchant became very uneasy with payoneer. They asked for their contact information, so they could investigate further.

We looked up "[redacted]" in California, as the debit card states is the property of this bank. The address then rerouted us to an address in Belize, outside of the U.S. All of the contact numbers were fake.

The merchant now does not want to deal with payoneer, and is very concerned as to their legitimacy.

I don't blame them at all.Desired Settlement: I would like for payoneer to release the funds, bank to my account.

I also would hope that I don't get any fees for my account being negative, since it is only negative because they will not release the authorization.

I have other payments pending, that I'm very concerned will now not go through.

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:

According to the [redacted] Network:

1) On October [redacted], at 11:49:05, [redacted] # [redacted] (the Merchant) posted a pre-authorization hold of $384 to [redacted]’ Payoneer prepaid debit card. The authorization hold was supposed fall off the card within approximately 8 business days, no later than October [redacted].

2) In addition, on October [redacted], at 01:49:43, the Merchant debited $384 from the above card.

Thus, according to the system, these two above charges were separate, non-related transactions. From our experience, on occasion due to computer error 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 fax confirming that the transaction will not be settled.

In hope to demonstrate to the customer Payoneer's commitment to high quality client service and show our good faith, we released the hold in question on October **, 2014 even though we did not receive the appropriate paperwork from the Merchant and the funds were returned to [redacted]’ card balance. Thus, we believe that the complaint with the reference number [redacted] can be considered as resolved to the customer’s satisfaction.

In regard to additional concerns raised in the complaint, please be informed that:

According to our research, the above card balance has never been negative; and in general, Payoneer does not charge any fee for overdrawing account balance.

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

[redacted]’ Payoneer card is issued by Choice Bank, which is located in Belize, and offers the flexibility and protection; partnership with Choice contributes to diversification of our services and products. Payoneer never claims that Choice Bank prepaid debit [redacted] cards are produced in California. If customers make transactions and they are located in a different country than their card issuer bank, a cross-border transaction fee may be charged.

Finally, 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]’ expectations.

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,

Review: I withdrew $1250 in a local bank. This bank charged me 1.5% of total

amount which is $18.75

Fee for withdrawal from Payoneer is ATM Withdrawal or POS/Bank Teller

Cash Disbursement - Outside the U.S. $3.15

Total should be 1250+18.75+3.15 = $ 1271.9

On my bank statement I see $-1294.74Desired Settlement: I've sent 2 inq. to [redacted] asking for explanation for overcharge on ** and ** April 2015

No answer for 3+ weeks from them.

I require a billing adjustment and explanation for that case.

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: Payoneer debited $3000 from our account, did not send the money to the recipient, and they are currently holding our money hostage for 20 days. After reading other reviews about Payoneer, we are now worried that we may never get the money back.

We made two payments with Payoneer via our corporate savings account. The first one was accepted and credited to the recipient. The second one for $3000 was accepted, and our account was debited, but the recipient never received the payment. Our recipient had to spend a long time on the phone with Payoneer before finally being informed that Payoneer had cancelled the payment. They did not at that time provide an answer as to why they cancelled the payment. They informed our recipient that the payment had been sent back to us. We checked our account, and the refund had not been credited.

We then spent at least 20 minutes on hold before finally talking to J[redacted] from Payoneer. J[redacted] advised that the payment had been cancelled on the May ** due to an account verification problem, and that Payoneer had credited the payment back to our account already. When we told him we had not received the credit, he tried to blame our bank for causing the delay. When we asked for a transaction ID for the credit, he claimed he would not be able to give us that. After we would not accept that ridiculous claim, the he put us on hold for another 10 minutes before finally coming back to us and confessing that the payment had not been sent to our bank, and that it would take up to nine business days before payoneer would even initiate the refund to our account. When we asked why Payoneer was holding on to our money for so long, he had no answer. When we asked if the refund could be expedited, he said no could do that. We asked be transferred to his supervisor.

We then spent another 15 minutes on hold waiting to talk to his supervisor. J[redacted] finally came back to us, and informed us that was logging into her computer, and we needed to wait longer. Mind you, this was mid-morning, well into their call center hours. When C[redacted] finally got on the line, she put us on hold again to talk with the finance department. When she came back to us, she advised that the payment had been cancelled on May **, not May **, and that it would take up to 10 business days before the refund would be sent. When we asked why were originally told May ** and 9 business days, she had no answer.

The money had been debited from our account on May **, and C[redacted] advised that it would be credited back to us by June **, a total of 20 days. We asked her to expedite the refund, and she said she couldn't do that. We explained how ridiculous it was that Payoneer would debit our account, not send the money to the recipient, and then hold onto our money for a total of 20 days before crediting it back to us. We asked why Payoneer would take the money out of our account if it had not been verified to begin with. No answer. We asked if there is anyone in the company that could expedite the credit. We were told that there is *nobody* in the company that could do that. We asked to speak with her supervisor. She she said she has no supervisor, and she claimed to be the CEO of the company, and then she hung up us before concluding the call.

To make matters worse, as a payer, there is no way to create an account so that you can see any sort of transaction history. As crazy as it may seem, the only people that can create accounts are recipients of payments.

This is by far the worst payment processing service I have dealt with. We would have been better off mailing a check half way around the globe.Desired Settlement: Payoneer should credit the $3000 back to our savings account within 2 business days.

Consumer

Response:

Complaint ID [redacted] has been resolved. Payoneer has refunded the money to our account. Thank you.

Review: February ** I Withdrew money in ATM from my payoneer card by the exchange rate of [redacted]. [redacted] dollar exchange rate to the ukrainian hryvnia at the time was 33 dollars. I Withdrew money ** February at 7:50 P.M. and the balance of the account was 0.47 dollars. In couple of days I saw the ballance on my account -147 $. It happened because I took cash at the rate of exchange 33 hrivnas per dollar.Next day the rate of exchange changed and my withdrawal amount were recalculated and now I have minus 147 dollars on my account !!! I think it's illegal!!!

I was Calling IN SUPPORT of Payoneer 3 times. They told me they are not able to help me and there are a lot of such cases!!! How can I trust them in the future and how I CAN continue to work?

I hope you can help me to resolve my problem.

With best regards, [redacted]

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 2/*/2015 tried to log in online and the account has been locked since. been told by several agents its a security issue someone will call me and no one has.Desired Settlement: I want my account unlocked so that I can get into the account immediately.

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] (“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 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. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.With regard to the [redacted]’s service experience - according to our records, she was requested to provide her phone number as part of the verification process in order for us to match it against her details that we have on our system. We did not promise to call her. We apologize for the misunderstanding and any confusion caused. Furthermore, please note that during the resolution process of this unfortunate situation, [redacted] was able successfully to use all communication channels available to our customers – live chats, phones, and emails.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. What I do NOT agree on and won't agree on is the fact that the process takes so long. That's it.

Sincerely,

I have been a Payoneer customer for quite some time. I have enjoyed my relationship with them until now. 2 weeks ago, I called Payoner and inquired about having my weekly paycheck deposited on to my Payoneer card. They provided me all the info needed to have my paycheck deposited on to the card through a [redacted] checking account. My employer placed a .01 test deposit into my account last week. They do this each time we change banks for Direct Deposit to give the bank the chance to reject or question the deposit before an actual paycheck is deposited. Today, Payoner received the deposit but will not give me access to the funds. I have provided them with all the supporting documentation requested including a copy of my pay stubs and a link to my employee's website (they are one of the largest payroll services in the USA). I telephoned their customer support. They agreed that the documentation was in order. Yet my funds are still on hold. I would strongly NOT recommend this company.