[redacted] In reference to your e-mail dated October **, with respect to our response to Complaint # [redacted] submitted on October **, we hereby respond to you as follows:We have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIt was further decided that the [redacted] is not eligible to open another Payoneer accountPlease be advised that due to the nature of the Payoneer Services, and (as mentioned in our former letter dated October **, 2016) as Payoneer must comply with all legal and regulatory duties imposed upon it, compliance issues may affect Payoneer’s screening process and customers’ eligibility for the Payoneer Services.As stated in our former letter dated October **, Payoneer Account’s terms and conditions, which customer review and accept before registering to the service and which are always available to our customers on their online Payoneer account, clearly reflects decisions relating to eligibility of use in the Payoneer Service are in Payoneer’s sole discretionWe deeply regret this inconvenience, and hope this matter will be concluded swiftlyWith this communication we consider this matter as settled.Please feel free to contact us if you have any additional questions or concernsWith kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care
[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [redacted] Dear [redacted] ,In reference to your email dated December **, with respect to our response to Complaint # [redacted] , we hereby respond to you as follows:We would like to emphasize that we have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIn order to receive payments from his partners [redacted] to will have to find a different venueWe know this may not have been the answer the customer was hoping for, but this is our final decision.With kind regards,Dan, [redacted] ***Supervisor, Payoneer Customer Care
[redacted] [redacted] Dear [redacted] :In reference to your e-mail dated December *, with respect to Complaint # [redacted] we hereby respond to you as follows: According to our records [redacted] (the Customer) did not follow the established procedure of the Payoneer's transaction chargeback protocol which includes a specific time frame for each dispute step.Having said that, we are happy to inform you that following completion of the additional review of [redacted] ’s claim and in order to demonstrate to him Payoneer's commitment to high quality client and show our good faith, it was decided to credit his Payoneer account with the full amount of the transactions he disputed.Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.We would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards, [redacted] Customer Care Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [redacted] Dear [redacted] :In reference to your e-mail dated March *, with respect to Complaint # [redacted] , we hereby respond to you as follows: Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from [redacted] International Incorporated (“Payoneer Cards”)Payoneer is a registered Member Service Provider (MSP) of [redacted] worldwide.The customer who submitted the complaint, M [redacted] (the “Customer”) registered to the Payoneer Services on April ***, to receive payments from one of our corporate clients and via the Global Payment ServiceFollowing our review of the Customer’s Payoneer account details, which included an extensive investigation and careful consideration, on February 6th, Payoneer chose to cease the provision of the Payoneer Payment Services to [redacted] ***According to the Payoneer Card Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable lawFurthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejectionPayoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirementsPayoneer strives to strike the right balance between accommodating our account holders' financial needs, while also prudently managing risk controls for us and for our customers.On March ***, 2017, following our additional consideration of this situation, which included a careful review, it was decided to temporarily unblock customer’s Payoneer account and let him use the funds left on his Payoneer card - USD 3,as soon as possible to bring the balance to zeroAccording to our records, as of today, [redacted] has spent all the funds left on his account.In order to receive payments from his customers [redacted] will have to find a different venueWe would like to take this opportunity to thank you and the Customer for providing us with her feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns With kind regards, [redacted] Customer Care Supervisor
[redacted] * [redacted] Dear Dispute Resolution Services,In reference to your e-mail dated September *, with respect to Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing servicesPayoneer is a Money Service Business (“MSB”) registered with FinCEN and is a licensed money transmitter under the laws of various states in the United States of AmericaThe customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on June **, On the same day the Customer was approved for an account.According to our records, on August **, the Customer contacted Payoneer Customer Care department and reported that he forgot his password to access his on-line Payoneer account, as well as he did not correctly answer the security questions designed to verify his identity We would like to emphasize that one of our most important responsibilities is protecting account holder informationWhen 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 informationWe are happy to inform you that following completion of the appropriate security procedures, on September *, 2016, [redacted] was able to successfully regain access to his Payoneer online accountAccordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.With regard to the [redacted] feedback regarding Payoneer account features -subject to applicable security measures which may change from time to time, some account holders may be allowed to receive additional funds onto their account from individuals, but we may limit the amount of funds loaded, or require additional documentation before approving loadsUnfortunately, our Compliance protocols do not permit us to support loads from non-profit organizations; as well as to send cards to temporarily addresses without receiving appropriate documentation or make withdrawals from foreign accountsIf the customer would like to be issued another Payoneer card in a different currency, he should contact our Customer Care department and we will better research the situation in question and see what avenues of resolution we haveWe would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards,Dan, Employee ID:*** Customer Care Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I did in fact submit my passport scans via email to Dan the customer service agent who presided over my case on more than one occasionThe VP is in fact being untruthful as I can provide documentation and emails to correspond with my statementIn addition, Payoneer was provided previously with a DL which they initially accepted but mysteriously rejected after I had received payment from a merchantI content that Payoneer is a discriminatory service and in fact racially discriminates In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and 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 onThis type of treatment is wrong on all counts and Payoneer is being biased.However, with that being saidPayoneer 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 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 onlineI 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, [redacted] ***
[redacted] [redacted] *** [redacted] ***In reference to your email dated January **, 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® worldwideThe customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on June *, On the same day the Customer was approved for a USD Payoneer prepaid debit MasterCard card.In addition, the Customer was enabled for the Payoneer Billing Service that allows our users to bill their clients and receive funds including payments made by credit cardsWe advise all our customers that to protect the security of Payoneer users and those who pay them, we may require additional documentation to confirm the identity of each party involved or to receive more details regarding the transactionTo elaborate further regarding our rules, as per Online Payment Service Terms and Conditions, Payoneer also has the right to reject or limit payments at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, and is under no obligation to disclose the reason for the rejection.Our Payment Approval department has rejected the payments mentioned in the complaintIn order to receive payments from these specific clients [redacted] will have to find a different venueWe know this may not have been the answer the customer was hoping for, but this is our final decision.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions.With kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care
[redacted] * [redacted] In reference to your e-mail dated May **, with respect to Complaint # [redacted] , we hereby respond to you as follows: Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”)Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on February **, to receive payouts from Payoneer’s corporate clients and commercial payments via our Global Payment ServiceIn addition, the Customer was enabled for the Payoneer Billing Service which enables account holders to easily bill their customers and receive payments safely and securely made by using a bank account, direct debit or cardAccording to our records, on May **, 2017, [redacted] received a $payment (Payment ID [redacted] ) made with a credit cardThis payment was put on hold and the funds sender (the “Loader”) was requested to submit some information.On May **, Payoneer decided not to process the above paymentBecause Payment ID [redacted] was rejected, we did not collect these funds from the Loader's payment sourceBut, at the time of cancellation, an authorization for these funds may have already been acquired from the Loader's bankThis means that the Loader's bank may have placed these funds on hold in anticipation of us making a charge, however due to the cancellation that charge never occurred.The matter of reversing the hold is the responsibility of the Loader's bankAn authorization persists usually for not longer than 4-business days, but this is at the discretion of the Loader's bankThe actual length of the hold is determined by the Loader's bank and is outside of our control.For further information about this matter, the Loader needs to contact the bank or financial institution that maintains this account for him/herThe loader is also more than welcome to contact Payoneer directly.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns With kind regards,Dan, Employee ID:*** Customer Care Escalations Supervisor
[redacted] [redacted] [redacted] Dear [redacted] ,In reference to your email dated February *, 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 conductAs 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 partyThe 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 reasonAs 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 ServiceAs 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 teamThis action is in full compliance with our Terms and ConditionsWe enabled payments from said entity for a very short period of time and limited volumeOnce the volume increased we initiated further review and checks and decided to block payments from this entityAt 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 unfoundedWe 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 ConditionsWe 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 concernsWith kind regards, [redacted] Payoneer Inc
[redacted] [redacted] ... [redacted] Dear [redacted] ***:In reference to your e-mail dated September *, 2017 with respect to Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing services. We are a Money Service Business (“MSB”) registered with FinCEN. Payoneer is a licensed money transmitter under the laws of various states in the United States of America, we provide multiple global online payment platforms, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) has been using the Payoneer Services to process commercial payments to Payoneer users since July 2017. According to [redacted] ***’s statement in the complaint, he is disputing the following payments he made via our services: Payment ID: [redacted] dated August ***, 2017, for $515.46; Payment ID: [redacted] dated August [redacted] 2017, for $412.37 and Payment ID: [redacted] dated July ***, 2017, for $515.46; all made to the same user, Payoneer Customer ID [redacted] .At Payoneer, we pride ourselves on making the payment process as easy as possible for all parties. Based on the information received from all parties: (1) [redacted] and (2) the payment recipient, Payoneer Customer ID [redacted] , it seems that they were having some kind of disagreement related to [redacted] ***’s expectations from the contract/deal he made with the payment recipient. As a general rule, when there is a dispute between payers and payees whether agreed qualitative service/product was provided, Payoneer first encourage them to work out the problem. If that fails, we may step in to moderate. When it comes to resolving disagreements, we will treat all sides fairly. However, we do not evaluate the quality of work, but will focus on a careful review if the payee and payer were following all policies and best practices. During the resolution process, we may ask either or both parties for more information and will work to evaluate the information provided and determine the outcome of the claim. Payoneer’s appropriate team has recently reviewed this case to examine the possible avenues of resolution. We are happy to inform you that following completion of the additional consideration of [redacted] ***’s claim, it was decided to refund him with the amount he requested ($1,443.29). On September ***, 2017, a refund was processed to the Customer’s Visa card on file and we expect that [redacted] will see these funds on his card shortly. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction. We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Dan, Employee ID*** Customer Care Escalations Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I can not do anything at all if that is the caseThen let me just for the last time request for the sake of humanity even just week of temporary reactivation of the account for me to be able to enjoy the fruits of my labor from the site I work for simply because it is only Payoneer that is available payment method for their employees who are not from the USATherefore since the time you have decided to reverse the funds back to them up until now I havent gotten anything at allI just hope that you will be of good help just for this last chance for me to be able to get my payout because if not there is no way for me to get almosy $of hard earned money and the only key for me to do that is to have a payoneer account to withdraw itI hope this is not too much to ask as I only am asking for temporary reactivation until I finally am able to get my money from themIs that okay? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] Dear [redacted] ,In reference to your e-mail dated June **, with respect to our response to Complaint # [redacted] submitted on June *, we hereby respond to you as follows: We have thoroughly investigated [redacted] ***’s complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIt was further decided that the [redacted] is not eligible to open another Payoneer accountPlease be advised that due to the nature of the Payoneer Services, and (as mentioned in our former letter dated June [redacted] ) as Payoneer must comply with all legal and regulatory duties imposed upon it, compliance issues may affect Payoneer’s screening process and customers’ eligibility for the Payoneer Services.As stated in our former letter dated June *, Payoneer Card’s terms and conditions, which customer review and accept before registering to the service and which are always available to our customers on their online Payoneer account, clearly reflects decisions relating to eligibility of use in the Payoneer Service are in Payoneer’s sole discretionPayoneer does not collect sensitive information such as racial or ethnic background of its users, and such information is not part of the Payoneer screening process nor does it affect customers’ eligibility In regards to the remaining Payoneer account balance in the amount of $1.04, we would like to clarify as follows - the $Annual Account Maintenance fee was never paid by the customer, he might be confused with the fee he was charged for processing an incoming paymentHave said that, we have initiated a process to refund the outstanding amount to the CustomerWe deeply regret this inconvenience, and hope this matter will be concluded swiftly With this communication we consider this matter as settledWe would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience causedPlease feel free to contact us if you have any additional questions or concernsWith kind regards,Anat L***, VP Operations, Payoneer Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Payoneer did notthing to protect its customerThis just proves that Payoneer is a weak company not to be trustedPaypal and my UK bank have resolved this matter with no problem, how come Payoneer has not taken any action to resolve this as well after waiting for nearly 3months? After the goods have not been received, we have contacted the White Glove to recieve a refund, but they have never mentioned about a restocking feeInstead, they have ignored me and never responded to my requestAlso, when the payment was made, there were no terms mentioned including the restocking/cancellation feeMy money has been stolen and this company is full of lies Furthermore, I will make sure to close my account with Payoneer and share my experience with other Payoneer users, as there is no protection what so ever on purchases or resolving cases, waist of time and moneyNOT RELIABLE! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Thank you very much, [redacted]
[redacted] [redacted] Dear [redacted] ,In reference to your e-mail dated April **, with respect to our response to Complaint # [redacted] submitted on April **, we hereby respond to you as follows:We have thoroughly investigated [redacted] ’s complaint and following a review of his case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same.Payoneer has made a commercial decision to close [redacted] ’s accountIt was further decided that the [redacted] is not eligible to open another Payoneer accountAs stated in our former letter dated April **, pursuant to the Payoneer Card’s terms and conditions, which were accepted by [redacted] when he registered to the Payoneer Services, making these decisions were in Payoneer’s sole discretion.In regards to the remaining Payoneer account balance, Payoneer had provided [redacted] with a service enabling him to receive payments, using the Payoneer CardAs stated in our former letter, on March **, Payoneer returned [redacted] ’s most recent payments in the sum of $back to their senderAccordingly we would like to emphasize that Payoneer does not owe [redacted] any moniesWith this communication we consider this matter as settled.If [redacted] has any further questions regarding the status of the above refund, we would recommend him to contact the payments sender directly and request them to research this situation and see what avenues of resolution they have We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questionsWith kind regards,Anat L***, VP Operations, Payoneer Inc
[redacted] Dear [redacted] :In reference to your e-mail dated July **, with respect to our response to Complaint # [redacted] submitted on July **, 2017, we hereby respond to you as follows: We are sorry to hear of [redacted] ‘s dissatisfaction with our previous response.We would like to emphasize that we have thoroughly investigated [redacted] s complaint and following an additional review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same.In regard to the account balance, while we understand the Customer’s continued frustration and concerns associated with this situation, we can confirm that our decision to withhold [redacted] s account balance at this time remains the same as well.All actions taken by Payoneer with respect to [redacted] s account balance were in full compliance with Payoneer’s Terms and Conditions The actions taken to withhold funds were for risk/compliance reasons, and unfortunately we are unable to provide any additional information.Please feel free to contact us if you have any additional questions or concerns With kind regards,Anat L***VP Operations
October **, 2015Reference number: [redacted] [redacted] CUSTOMER EXPERIENCE COMPLAINT (ID # [redacted] )Dear Yaw Ababio,Pursuant to your email dated September **, 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, MsAmorette 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 possibleMaking 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 prioritiesAccording to our logs, on September **, 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 sentOn 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 departmentOn the same date, as per the Customer’s request, she had an opportunity to discuss her concerns with a Customer Support Shift SupervisorOver 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 abusedPayoneer 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 banksIn 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 informationAccordingly, 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 concernsWith kind regards,Anat L***, VP Operations, Payoneer Inc
[redacted] [redacted] [redacted] [redacted] In reference to your email dated February **, [redacted] with respect to the Revdex.com Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing servicesPayoneer is a Money Service Business (“MSB”) registered with FinCEN and is a licensed money transmitter under the laws of various states in the United States of AmericaBusiness owners, professionals or freelance consultants who need a quick and easy method for their clients and customers have an option to pay them through our Billing Service which makes it easy for sellers and buyers to send and receive funds safely and securely Though the Payoneer is a safe payment solution to transfer funds under most circumstances and the majority of transactions go off without a hitch every day, sometimes things just do not go as plannedOnce a claim has been received from a buyer, we immediately contact our user, inform him/her about this situation and give them approximately days to respond and come up with a resolutionIn most cases, this is all that is neededPayoneer is unlikely to take action against a user or rule in favor of a buyer if the seller has clearly fulfilled his/her transaction obligationsThe customer who submitted the complaint, [redacted] (the “Customer”) made a $payment to one of our users on November **, 2016, Payment ID: [redacted] On December **, 2016, [redacted] contacted Payoneer Customer Care on phone and requested to cancel the above payment due to “service/product not rendered.” On the same day the appropriate team members were informed about this situation and contacted the sellerThe seller failed to respond to our quires and provide an explanation and thus on January 30, [redacted] the $transaction was refunded to [redacted] original method of payment - JP Morgan Chase bank account ***In addition, on February **, [redacted] the Customer was provided with a proof of the refund to supply to the bankWe would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care
[redacted] In reference to your e-mail dated October **, with respect to our response to Complaint # [redacted] submitted on October **, we hereby respond to you as follows:We have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIt was further decided that the [redacted] is not eligible to open another Payoneer accountPlease be advised that due to the nature of the Payoneer Services, and (as mentioned in our former letter dated October **, 2016) as Payoneer must comply with all legal and regulatory duties imposed upon it, compliance issues may affect Payoneer’s screening process and customers’ eligibility for the Payoneer Services.As stated in our former letter dated October **, Payoneer Account’s terms and conditions, which customer review and accept before registering to the service and which are always available to our customers on their online Payoneer account, clearly reflects decisions relating to eligibility of use in the Payoneer Service are in Payoneer’s sole discretionWe deeply regret this inconvenience, and hope this matter will be concluded swiftlyWith this communication we consider this matter as settled.Please feel free to contact us if you have any additional questions or concernsWith kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care
[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [redacted] Dear [redacted] ,In reference to your email dated December **, with respect to our response to Complaint # [redacted] , we hereby respond to you as follows:We would like to emphasize that we have thoroughly investigated [redacted] complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIn order to receive payments from his partners [redacted] to will have to find a different venueWe know this may not have been the answer the customer was hoping for, but this is our final decision.With kind regards,Dan, [redacted] ***Supervisor, Payoneer Customer Care
[redacted] [redacted] Dear [redacted] :In reference to your e-mail dated December *, with respect to Complaint # [redacted] we hereby respond to you as follows: According to our records [redacted] (the Customer) did not follow the established procedure of the Payoneer's transaction chargeback protocol which includes a specific time frame for each dispute step.Having said that, we are happy to inform you that following completion of the additional review of [redacted] ’s claim and in order to demonstrate to him Payoneer's commitment to high quality client and show our good faith, it was decided to credit his Payoneer account with the full amount of the transactions he disputed.Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.We would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards, [redacted] Customer Care Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
[redacted] CUSTOMER EXPERIENCE COMPLAINT ID # [redacted] Dear [redacted] :In reference to your e-mail dated March *, with respect to Complaint # [redacted] , we hereby respond to you as follows: Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from [redacted] International Incorporated (“Payoneer Cards”)Payoneer is a registered Member Service Provider (MSP) of [redacted] worldwide.The customer who submitted the complaint, M [redacted] (the “Customer”) registered to the Payoneer Services on April ***, to receive payments from one of our corporate clients and via the Global Payment ServiceFollowing our review of the Customer’s Payoneer account details, which included an extensive investigation and careful consideration, on February 6th, Payoneer chose to cease the provision of the Payoneer Payment Services to [redacted] ***According to the Payoneer Card Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable lawFurthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejectionPayoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirementsPayoneer strives to strike the right balance between accommodating our account holders' financial needs, while also prudently managing risk controls for us and for our customers.On March ***, 2017, following our additional consideration of this situation, which included a careful review, it was decided to temporarily unblock customer’s Payoneer account and let him use the funds left on his Payoneer card - USD 3,as soon as possible to bring the balance to zeroAccording to our records, as of today, [redacted] has spent all the funds left on his account.In order to receive payments from his customers [redacted] will have to find a different venueWe would like to take this opportunity to thank you and the Customer for providing us with her feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns With kind regards, [redacted] Customer Care Supervisor
[redacted] * [redacted] Dear Dispute Resolution Services,In reference to your e-mail dated September *, with respect to Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing servicesPayoneer is a Money Service Business (“MSB”) registered with FinCEN and is a licensed money transmitter under the laws of various states in the United States of AmericaThe customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on June **, On the same day the Customer was approved for an account.According to our records, on August **, the Customer contacted Payoneer Customer Care department and reported that he forgot his password to access his on-line Payoneer account, as well as he did not correctly answer the security questions designed to verify his identity We would like to emphasize that one of our most important responsibilities is protecting account holder informationWhen 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 informationWe are happy to inform you that following completion of the appropriate security procedures, on September *, 2016, [redacted] was able to successfully regain access to his Payoneer online accountAccordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction.With regard to the [redacted] feedback regarding Payoneer account features -subject to applicable security measures which may change from time to time, some account holders may be allowed to receive additional funds onto their account from individuals, but we may limit the amount of funds loaded, or require additional documentation before approving loadsUnfortunately, our Compliance protocols do not permit us to support loads from non-profit organizations; as well as to send cards to temporarily addresses without receiving appropriate documentation or make withdrawals from foreign accountsIf the customer would like to be issued another Payoneer card in a different currency, he should contact our Customer Care department and we will better research the situation in question and see what avenues of resolution we haveWe would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards,Dan, Employee ID:*** Customer Care Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I did in fact submit my passport scans via email to Dan the customer service agent who presided over my case on more than one occasionThe VP is in fact being untruthful as I can provide documentation and emails to correspond with my statementIn addition, Payoneer was provided previously with a DL which they initially accepted but mysteriously rejected after I had received payment from a merchantI content that Payoneer is a discriminatory service and in fact racially discriminates In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and 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 onThis type of treatment is wrong on all counts and Payoneer is being biased.However, with that being saidPayoneer 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 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 onlineI 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, [redacted] ***
[redacted] [redacted] *** [redacted] ***In reference to your email dated January **, 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® worldwideThe customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on June *, On the same day the Customer was approved for a USD Payoneer prepaid debit MasterCard card.In addition, the Customer was enabled for the Payoneer Billing Service that allows our users to bill their clients and receive funds including payments made by credit cardsWe advise all our customers that to protect the security of Payoneer users and those who pay them, we may require additional documentation to confirm the identity of each party involved or to receive more details regarding the transactionTo elaborate further regarding our rules, as per Online Payment Service Terms and Conditions, Payoneer also has the right to reject or limit payments at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, and is under no obligation to disclose the reason for the rejection.Our Payment Approval department has rejected the payments mentioned in the complaintIn order to receive payments from these specific clients [redacted] will have to find a different venueWe know this may not have been the answer the customer was hoping for, but this is our final decision.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions.With kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care
[redacted] * [redacted] In reference to your e-mail dated May **, with respect to Complaint # [redacted] , we hereby respond to you as follows: Payoneer provides multiple global online payment services, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”)Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) registered to the Payoneer Services on February **, to receive payouts from Payoneer’s corporate clients and commercial payments via our Global Payment ServiceIn addition, the Customer was enabled for the Payoneer Billing Service which enables account holders to easily bill their customers and receive payments safely and securely made by using a bank account, direct debit or cardAccording to our records, on May **, 2017, [redacted] received a $payment (Payment ID [redacted] ) made with a credit cardThis payment was put on hold and the funds sender (the “Loader”) was requested to submit some information.On May **, Payoneer decided not to process the above paymentBecause Payment ID [redacted] was rejected, we did not collect these funds from the Loader's payment sourceBut, at the time of cancellation, an authorization for these funds may have already been acquired from the Loader's bankThis means that the Loader's bank may have placed these funds on hold in anticipation of us making a charge, however due to the cancellation that charge never occurred.The matter of reversing the hold is the responsibility of the Loader's bankAn authorization persists usually for not longer than 4-business days, but this is at the discretion of the Loader's bankThe actual length of the hold is determined by the Loader's bank and is outside of our control.For further information about this matter, the Loader needs to contact the bank or financial institution that maintains this account for him/herThe loader is also more than welcome to contact Payoneer directly.We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns With kind regards,Dan, Employee ID:*** Customer Care Escalations Supervisor
[redacted] [redacted] [redacted] Dear [redacted] ,In reference to your email dated February *, 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 conductAs 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 partyThe 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 reasonAs 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 ServiceAs 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 teamThis action is in full compliance with our Terms and ConditionsWe enabled payments from said entity for a very short period of time and limited volumeOnce the volume increased we initiated further review and checks and decided to block payments from this entityAt 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 unfoundedWe 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 ConditionsWe 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 concernsWith kind regards, [redacted] Payoneer Inc
[redacted] [redacted] ... [redacted] Dear [redacted] ***:In reference to your e-mail dated September *, 2017 with respect to Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing services. We are a Money Service Business (“MSB”) registered with FinCEN. Payoneer is a licensed money transmitter under the laws of various states in the United States of America, we provide multiple global online payment platforms, including prepaid debit cards issued pursuant to a license from MasterCard® International Incorporated (“Payoneer Cards”). Payoneer is a registered Member Service Provider (MSP) of MasterCard® worldwide.The customer who submitted the complaint, [redacted] (the “Customer”) has been using the Payoneer Services to process commercial payments to Payoneer users since July 2017. According to [redacted] ***’s statement in the complaint, he is disputing the following payments he made via our services: Payment ID: [redacted] dated August ***, 2017, for $515.46; Payment ID: [redacted] dated August [redacted] 2017, for $412.37 and Payment ID: [redacted] dated July ***, 2017, for $515.46; all made to the same user, Payoneer Customer ID [redacted] .At Payoneer, we pride ourselves on making the payment process as easy as possible for all parties. Based on the information received from all parties: (1) [redacted] and (2) the payment recipient, Payoneer Customer ID [redacted] , it seems that they were having some kind of disagreement related to [redacted] ***’s expectations from the contract/deal he made with the payment recipient. As a general rule, when there is a dispute between payers and payees whether agreed qualitative service/product was provided, Payoneer first encourage them to work out the problem. If that fails, we may step in to moderate. When it comes to resolving disagreements, we will treat all sides fairly. However, we do not evaluate the quality of work, but will focus on a careful review if the payee and payer were following all policies and best practices. During the resolution process, we may ask either or both parties for more information and will work to evaluate the information provided and determine the outcome of the claim. Payoneer’s appropriate team has recently reviewed this case to examine the possible avenues of resolution. We are happy to inform you that following completion of the additional consideration of [redacted] ***’s claim, it was decided to refund him with the amount he requested ($1,443.29). On September ***, 2017, a refund was processed to the Customer’s Visa card on file and we expect that [redacted] will see these funds on his card shortly. Accordingly, the above-captioned complaint can be considered as resolved to the Customer’s satisfaction. We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questions or concerns. With kind regards,Dan, Employee ID*** Customer Care Escalations Supervisor
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I can not do anything at all if that is the caseThen let me just for the last time request for the sake of humanity even just week of temporary reactivation of the account for me to be able to enjoy the fruits of my labor from the site I work for simply because it is only Payoneer that is available payment method for their employees who are not from the USATherefore since the time you have decided to reverse the funds back to them up until now I havent gotten anything at allI just hope that you will be of good help just for this last chance for me to be able to get my payout because if not there is no way for me to get almosy $of hard earned money and the only key for me to do that is to have a payoneer account to withdraw itI hope this is not too much to ask as I only am asking for temporary reactivation until I finally am able to get my money from themIs that okay? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] Dear [redacted] ,In reference to your e-mail dated June **, with respect to our response to Complaint # [redacted] submitted on June *, we hereby respond to you as follows: We have thoroughly investigated [redacted] ***’s complaint and following a review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the sameIt was further decided that the [redacted] is not eligible to open another Payoneer accountPlease be advised that due to the nature of the Payoneer Services, and (as mentioned in our former letter dated June [redacted] ) as Payoneer must comply with all legal and regulatory duties imposed upon it, compliance issues may affect Payoneer’s screening process and customers’ eligibility for the Payoneer Services.As stated in our former letter dated June *, Payoneer Card’s terms and conditions, which customer review and accept before registering to the service and which are always available to our customers on their online Payoneer account, clearly reflects decisions relating to eligibility of use in the Payoneer Service are in Payoneer’s sole discretionPayoneer does not collect sensitive information such as racial or ethnic background of its users, and such information is not part of the Payoneer screening process nor does it affect customers’ eligibility In regards to the remaining Payoneer account balance in the amount of $1.04, we would like to clarify as follows - the $Annual Account Maintenance fee was never paid by the customer, he might be confused with the fee he was charged for processing an incoming paymentHave said that, we have initiated a process to refund the outstanding amount to the CustomerWe deeply regret this inconvenience, and hope this matter will be concluded swiftly With this communication we consider this matter as settledWe would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience causedPlease feel free to contact us if you have any additional questions or concernsWith kind regards,Anat L***, VP Operations, Payoneer Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Payoneer did notthing to protect its customerThis just proves that Payoneer is a weak company not to be trustedPaypal and my UK bank have resolved this matter with no problem, how come Payoneer has not taken any action to resolve this as well after waiting for nearly 3months? After the goods have not been received, we have contacted the White Glove to recieve a refund, but they have never mentioned about a restocking feeInstead, they have ignored me and never responded to my requestAlso, when the payment was made, there were no terms mentioned including the restocking/cancellation feeMy money has been stolen and this company is full of lies Furthermore, I will make sure to close my account with Payoneer and share my experience with other Payoneer users, as there is no protection what so ever on purchases or resolving cases, waist of time and moneyNOT RELIABLE! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Thank you very much, [redacted]
[redacted] [redacted] Dear [redacted] ,In reference to your e-mail dated April **, with respect to our response to Complaint # [redacted] submitted on April **, we hereby respond to you as follows:We have thoroughly investigated [redacted] ’s complaint and following a review of his case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same.Payoneer has made a commercial decision to close [redacted] ’s accountIt was further decided that the [redacted] is not eligible to open another Payoneer accountAs stated in our former letter dated April **, pursuant to the Payoneer Card’s terms and conditions, which were accepted by [redacted] when he registered to the Payoneer Services, making these decisions were in Payoneer’s sole discretion.In regards to the remaining Payoneer account balance, Payoneer had provided [redacted] with a service enabling him to receive payments, using the Payoneer CardAs stated in our former letter, on March **, Payoneer returned [redacted] ’s most recent payments in the sum of $back to their senderAccordingly we would like to emphasize that Payoneer does not owe [redacted] any moniesWith this communication we consider this matter as settled.If [redacted] has any further questions regarding the status of the above refund, we would recommend him to contact the payments sender directly and request them to research this situation and see what avenues of resolution they have We would like to take this opportunity to thank you and the Customer for providing us with his feedback and regret the inconvenience caused.Please feel free to contact us if you have any additional questionsWith kind regards,Anat L***, VP Operations, Payoneer Inc
[redacted] Dear [redacted] :In reference to your e-mail dated July **, with respect to our response to Complaint # [redacted] submitted on July **, 2017, we hereby respond to you as follows: We are sorry to hear of [redacted] ‘s dissatisfaction with our previous response.We would like to emphasize that we have thoroughly investigated [redacted] s complaint and following an additional review of this case, we can confirm that our decision to cease provision of the Payoneer Services to [redacted] by closing his account at Payoneer remains the same.In regard to the account balance, while we understand the Customer’s continued frustration and concerns associated with this situation, we can confirm that our decision to withhold [redacted] s account balance at this time remains the same as well.All actions taken by Payoneer with respect to [redacted] s account balance were in full compliance with Payoneer’s Terms and Conditions The actions taken to withhold funds were for risk/compliance reasons, and unfortunately we are unable to provide any additional information.Please feel free to contact us if you have any additional questions or concerns With kind regards,Anat L***VP Operations
October **, 2015Reference number: [redacted] [redacted] CUSTOMER EXPERIENCE COMPLAINT (ID # [redacted] )Dear Yaw Ababio,Pursuant to your email dated September **, 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, MsAmorette 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 possibleMaking 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 prioritiesAccording to our logs, on September **, 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 sentOn 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 departmentOn the same date, as per the Customer’s request, she had an opportunity to discuss her concerns with a Customer Support Shift SupervisorOver 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 abusedPayoneer 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 banksIn 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 informationAccordingly, 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 concernsWith kind regards,Anat L***, VP Operations, Payoneer Inc
[redacted] [redacted] [redacted] [redacted] In reference to your email dated February **, [redacted] with respect to the Revdex.com Complaint # [redacted] , we hereby respond to you as follows:Payoneer, a Delaware corporation, is a provider of payment processing servicesPayoneer is a Money Service Business (“MSB”) registered with FinCEN and is a licensed money transmitter under the laws of various states in the United States of AmericaBusiness owners, professionals or freelance consultants who need a quick and easy method for their clients and customers have an option to pay them through our Billing Service which makes it easy for sellers and buyers to send and receive funds safely and securely Though the Payoneer is a safe payment solution to transfer funds under most circumstances and the majority of transactions go off without a hitch every day, sometimes things just do not go as plannedOnce a claim has been received from a buyer, we immediately contact our user, inform him/her about this situation and give them approximately days to respond and come up with a resolutionIn most cases, this is all that is neededPayoneer is unlikely to take action against a user or rule in favor of a buyer if the seller has clearly fulfilled his/her transaction obligationsThe customer who submitted the complaint, [redacted] (the “Customer”) made a $payment to one of our users on November **, 2016, Payment ID: [redacted] On December **, 2016, [redacted] contacted Payoneer Customer Care on phone and requested to cancel the above payment due to “service/product not rendered.” On the same day the appropriate team members were informed about this situation and contacted the sellerThe seller failed to respond to our quires and provide an explanation and thus on January 30, [redacted] the $transaction was refunded to [redacted] original method of payment - JP Morgan Chase bank account ***In addition, on February **, [redacted] the Customer was provided with a proof of the refund to supply to the bankWe would like to take this opportunity to thank you and the customer for providing us with his feedback and regret the inconvenience caused.Please let us know if we have explained the situation clearly, and feel free to ask any additional questions.With kind regards,Dan, Employee ID: ***Supervisor, Payoneer Customer Care