Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Reconsideration and Reinstatement of My Payoneer Account Dear ****************** Support Team,I hope this message finds you well.I am writing to formally appeal the recent closure of my Payoneer account associated with the email ***************************** I was surprised and deeply concerned to receive the account closure notification, especially after I proactively changed my password and submitted a utility bill as requested for address verification.I respectfully request a detailed explanation of the reason behind the closure, as I have always aimed to comply fully with Payoneers policies. To the best of my knowledge, there has been no violation of your terms and conditions. If any misunderstanding or discrepancy has occurred, I am more than willing to resolve it promptly and provide any additional documentation or clarification needed.Payoneer is a critical part of my business operations, and I value the security and services it provides. Please reconsider the closure decision or allow me the opportunity to rectify any issues that may have caused it.Thank you for your time and understanding. I look forward to your response and hope to continue our working relationship.Sincerely,***** *** ****************************

  Business Response

  Date: 05/12/2025

  ********** ************* *** ****** ******** ****** ******* ********************* ****************************** ****************** ****** ************* **** ************** ***** ****** ****************** ******* ******** ********** ********* ** * ********
  
  Dear Seymur:
  
  In reference to your e-mail dated May 11, 2025, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments.
  
  The Customer who submitted the complaint ***** *** (the Customer) registered to ****************** services online on November 8, 2024.  The Payoneer services enables customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.  The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).
  

  Following our review of ******s Payoneer account details and activities, which included an extensive investigation and careful consideration, on May 9, 2025,    Payoneer chose to cease the provision of the Payoneer **************** to them. We periodically review accounts for security purposes and to ensure that customers are still in good standing.
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements.
  
  In order to receive payments, ***** must find a different venue.
  
  Concerning the account current balances $28.38 USD is available to withdraw to a bank account registered in their name.
  
  We would like to take this opportunity to thank you and ***** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns. 
  
  
  With kind regards,
  
  ****** *********-***** Employee ID: ****

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  
    Subject: Request for Reconsideration Payoneer Account Use
  

  
  

  Dear Sir/Madam,

  
  

  I hope this message finds you well.

  
  

  I am writing to respectfully request your reconsideration regarding the recent issue involving my Payoneer account. My ****** account was deactivated on April 26, 2025, and at that time, my Payoneer account was linked to it.

  
  

  On May 9, 2025, I linked the same Payoneer account to my **** account, unaware that this action could potentially conflict with policy guidelines. I sincerely apologize for this oversight. My intention was solely to manage my existing ****** funds and facilitate **** transactions, not to violate any policies.

  
  

  Please know that I have already submitted an appeal to ****** regarding my account deactivation, and the review process is currently underway. I have no negative intentions with regard to the use of my Payoneer account, and I am fully committed to complying with all policies moving forward.

  
  

  I kindly request that you give me a final chance to resolve this matter and continue using Payoneer in good faith for both ****** and **** activities. I assure you this misunderstanding will not happen again.

  
  

  Thank you very much for your time and consideration.

  
  

  Sincerely,

  ***** ***

  *************************************

  
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payoneer is an online bank. For the past three weeks, I have been repeatedly told that I would be given access to my account, yet nothing has changed. Despite multiple emails and phone calls, I have been ignored, and the issue remains unresolved. I urgently need access to my account, but the staff at Payoneer do not seem to be taking my case seriously. Please see the attachments below for reference. Due to this delay, I have already missed several important payments. I warned Payoneer yesterday that if they failed to unlock my account by Friday, May 9, I would file a complaint with the Better Business Bureau (BBB). I was told, once again, that I would be given access to my account and asked to be patient. Today is Friday, and I still have not received a response. Once again, Payoneer has failed to follow through on its promises.I have filled a complain on the April/15/2025. Today is Friday/May-25th.

  Business Response

  Date: 05/19/2025

  *** *** **** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ****** ********* *******  ******** ********** ********* ** * ********
  
  Dear ****** *****: 
  
  In reference to your e-mail dated May 10, 2025, with respect to Complaint # ********* we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************* is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint  ***** ****** (the Customer) registered to ****************** services online on May 14, 2021.? Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.? The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 

  ********* was unable to access his Payoneer account, as he lost access to the email address registered on his account, as well as his password.

  In order to change the email address on the account, we requested *** ****** to provide us with documents to authenticate his request.

  As a regulated US company and online service, Payoneer must comply with the rules and regulations imposed by the US government,MasterCard, and our banks. In doing so, Payoneer account holders may be required to submit specific documentation that will assist us in ensuring the safety and security of our customers accounts.

  On May 19, 2025, after we received acceptable documents from *** ******* we successfully updated the email address on the account, as per *** ******* request. 

  In order to access his account, we have sent instructions to the new email address registered on the account.

  We welcome *** ****** to contact us, should further assistance be required. 

  We would like to take this opportunity to thank you and ***** ****** for providing us with their feedback and regret the inconvenience caused.? 

  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ******* Case Specialist
  Employee ID: ******  

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ***
  
  
  
   
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Payoneer Support Team,I hope you are doing well.I am writing to request your assistance regarding my Payoneer account, which is currently showing as blocked. My Customer ID is *********** email adress is : ******************** I was in the process of onboarding with **** and created my Payoneer account as part of their payment setup. However, within just a few seconds of registration, my account was blocked. I did not even get a chance to submit any documents or complete the verification process, which leads me to believe this may have happened due to a technical or automated ******** the best of my knowledge, I have never registered for a Payoneer account before. Additionally, my husband has an active and fully functional Payoneer account using his own details, and there have been no issues with that.I would also like to mention that during the onboarding process, I mistakenly entered my personal name in the Trade Name field. If that may have caused a mismatch, I kindly request your guidance on how to correct it.Payoneer is essential for setting up payments with ****, and I would be extremely grateful if you could review my account and assist in getting it unblocked. I am ready to provide any required documents or clarification to support my case.Thank you for your time and support. I look forward to your response and a resolution.Warmregards ******** ****

  Business Response

  Date: 05/14/2025

  ********** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ******* ****** ********* *******  ******** ********** ********* ** *********
  
  Dear ******* *****: 
  
  In reference to your e-mail dated 05/09/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ******** **** (the Customer) registered to ****************** services online on 05/07/2025.?Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).
   
  Please be advised, ******** ****** Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. Please note, the review has now been completed, and ******** ****** account has been restored. ******** **** may proceed with onboarding.
  
  We have been in touch with ******** ****, and have advised that they must provide us with additional verification documents as part of our account registration process.Once received, we will continue to process their application.
  
  We would like to take this opportunity to thank you and ******** **** for providing us with their feedback and regret the inconvenience caused.? 
  
  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ***** Employee *********
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Withheld Funds in My Payoneer Account Dear *********************************************: ,I am writing to file a formal complaint regarding the withholding of funds in my Payoneer account. I have followed all necessary steps required by Payoneers terms and conditions, but the funds in my account have been withheld for an extended period, and despite my multiple attempts to resolve the issue, the situation remains *************** are the details of the issue:- Account Name: ******** - ***** ******** ( ************************** )- Payoneer Account Number: ******** - Transaction ID(s): ********* and ********* - Amount Withheld: ****** and ******* - Date the Issue Started: 10 December 2024 Summary of the Issue:Payoneer has withheld the funds in my account for 104 business days, despite providing all required documentation. I have followed up with Payoneer multiple times but have yet to receive a satisfactory response or resolution. This situation has caused significant financial hardship, and I am unable to access funds that rightfully belong to **** have tried to resolve the matter directly with Payoneer, but their lack of timely communication and action has left me with no other option but to file a formal complaint.Request for Action:I am requesting that your agency investigate this matter and take appropriate action against Payoneer to ensure that my withheld funds are released promptly. Furthermore, I would appreciate it if you could assist me in ensuring that Payoneer adheres to consumer protection laws and does not engage in unfair practices by withholding funds unjustly.Please let me know if you require any further documentation or information from my side to assist in resolving this issue. I appreciate your attention to this matter and look forward to your prompt response.Sincerely, ***** ******** ********/******* ************************** 05.May 2025

  Business Response

  Date: 05/12/2025

  *** *** ****  ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ********* ********* *******  ******** ********** ********* ** * ******** 
  
  Dear ****** ********: 
  
  In reference to your e-mail dated May 5, 2025, with respect to Complaint # ********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint  ***** ******** (the Customer) registered to ****************** services online on March 1, 2023.? Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.? The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 

  ?On December 10, 2024, and December 12, 2024, respectively, the customer received two payments from ****** via the *************************** Payment ********* was in the amount of ******* EUR, and payment ********* was in the amount of 624.93.
  Both payments were canceled and returned to the sender of the payments, *******

  Following further review by our *********** Transfer team,we found that payment ********* was successfully returned to the sender of the payment.  We provided the customer with a return confirmation document, which the sender of the payment can provide to their bank, should they have any trouble locating the return.

  Regarding payment *********, we found that the return of this payment bounced back to Payoneer. We, therefore, as an exception, were able to load this payment to the customers balance.

  As payment ********* was confirmed as returned, and payment ********* was loaded to the customers balance, we now consider this complaint closed.

  We would like to take this opportunity to thank you and ***** ******** for providing us with their feedback and regret the inconvenience caused.? 

  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ******* Case Specialist
  Employee ID: ******  

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Payoneer **** for unjustifiably disabling access to my account balance for over one and a half months, without providing any clear explanation or timeline for resolution.Despite multiple attempts to resolve this matter through Payoneer's customer support, I have only received vague and repetitive responses stating that my account is under "normal checking." It is unreasonable and unprofessional for such a process to take more than six weeks, especially without transparency or updates.I have raised this concern numerous times, but each interaction has resulted in no meaningful progress. I have been forced to repeat my issue repeatedly, which wastes both time and energy. The lack of accountability and communication from Payoneer is *************** business operations have been severely impacted due to the unavailability of my funds. If this situation persists, I will be left with no choice but to seek legal action for the loss of income and damages caused by Payoneer's negligence and delay.Furthermore, I find it unacceptable that customer support agents refuse to provide any specific details about the ongoing review. If they cannot provide information, then who can? I am not receiving the level of service expected from a financial platform entrusted with handling funds.I respectfully request the BBB to investigate this matter and urge Payoneer to:Immediately release my funds or provide a valid explanation supported by evidence.Offer a clear timeline for the resolution of this issue.Improve their communication and transparency regarding such cases.This complaint is made in good faith, and I am open to resolving the matter amicably. However, if this delay continues without justification, I am prepared to pursue further legal remedies.Sincerely,

  Business Response

  Date: 05/05/2025

  *** ** **** *********************** *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ********************  ******************  ***** ****** ********* ********* *******  ******** ********** ********* ** *********
  
  Dear ******* 
  
  In reference to your e-mail dated May 4, 2025, with respect to Complaint # ********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments.
  
  The Customer who submitted the complaint ******** **** **** ****** (the Customer) registered to ****************** services online on April 3, 2024.  The Payoneer services enables customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.  The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************).

  Payoneer performs periodic reviews for all Payoneer customer accounts. These reviews have the purpose of assuring that Payoneer is complaint to all regulatory requirements as well as assuring the safety of the accounts.

  ****************** is unable to provide details of the internal review processes.

  I am happy to inform you that the review has been completed and the account is fully active. The customer has full access to their funds.

  We would like to take this opportunity to thank you and ******** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns. 
  
  
  With kind regards,
  
  ****** *********-***** Employee ID: ****

  
  

  
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** **** **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Payoneer Support,I hope this message finds you well. I am writing to request the reopening of my Payoneer account (Customer ID: *********, which was closed some time ago. At the time, I was unaware that having both a personal and business account under the same name was against your policy. I now fully understand the rule and sincerely apologize for the mistake.I kindly ask that you close the secondary account and reactivate my original one, as I have never engaged in any fraudulent activity. I truly value your platform and would be grateful for the opportunity to use Payoneer again.Please let me know if there are any steps I need to follow to verify my identity or resolve this matter.Thank you for your time and understanding.Kind regards,Name: ****** ****** Email: ***********************

  Business Response

  Date: 05/01/2025

  ********** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ********* ********* *******  ******** ********** ********* ** *********
  
  Dear ****** ********: 
  
  In reference to your e-mail dated 04/30/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ****** ****** (the Customer) registered to ****************** services online on 08/15/2020.?Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.?The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Following our review of ****** ******** Payoneer account details and activities, which included an extensive investigation and careful consideration, on 05/01/2025, Payoneer chose to cease the provision of the Payoneer **************** to ****** ******. We periodically review accounts for security purposes and to ensure that customers are still in good standing. 
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements. 
  
  In order to receive payments ****** ****** must find a different venue. 
  
  We would like to take this opportunity to thank you and ****** ****** for providing us with their feedback and regret the inconvenience caused.? 
  
  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ***** Employee ID: ******
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal Payoneer user for over 5 years, using it to receive payments for freelance graphic and web design services from a consistent group of U.S.-based clients. Ive trusted the platform enough to leave my earnings in my account, totaling $23,944.80 USD.2 weeks ago, I requested a replacement for my expiring Payoneer card. Payoneer asked for a photo of me holding a dated document, which I submitted immediately. Minutes later, my entire balance and card access were blocked. Since then, *** received only automated replies every few days, each from a different person, promising its under review. No actual explanation, timeline, or resolution has been offered.I havent changed anything about my work. Im still working with the same clients *** had for years. The only variable is my recent trips to ******. Ive broken no rules and am completely transparent.This money is my livelihood. I cant pay bills or invoice new clients. Meanwhile, Ive met others who never recovered their balances from Payoneer, which is deeply worrying. all my transactions are well documented and ************* now requesting the ability to:1.Add my new USD bank account, and ********** my full $23,944.80 balance This is 4 years of savings, not some policy issue. Ive valued Payoneer for years and even recommended it to peers, but after this experience, all I want is to move on, with my hard-earned money.

  Business Response

  Date: 05/01/2025

  ********** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ********* ***** ******** ********** ********* ** *********
  
  Dear ********* *****: 
  
  In reference to your e-mail dated 04/30/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ***** *********** (the Customer) registered to ****************** services online on 03/23/2022. Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time. The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Please be advised, ***** ***********'s Payoneer account was undergoing an internal review. We periodically review accounts for security purposes and to ensure that customers are still in good standing. I understand the timing of our review has caused an issue for ***** *********** considering he was expecting to receive payments very soon. Please note, once the review is initiated, we cannot pause it to take it up at a later time. We must allow the review to run its course. 
  
  The review has now been completed, and ***** ************s balances have been restored. ***** *********** may proceed to use their account as normal.
  
  We would like to take this opportunity to thank you and ***** *********** for providing us with their feedback and regret the inconvenience caused.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee ID: ******
  
  

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Additionally, I would like to state, I understand occasional reviews are necessary, but this process could have been more transparent in my opinion. Instead of completely locking me out of my account, ****************** could have simply restricted withdrawals while allowing me to continue receiving payments and running my business. This would have protected their interests during the review, while also allowing me to maintain my livelihood. It would have been a reasonable middle groundPayoneer still holding the funds, but my business not grinding to a halt.
  
  Unfortunately, what happened instead was a full account lock, with no clarity, no access, and no real communication. Every few days I received automated responses from different support agents, all repeating the same vague message. It did not feel professional or coordinated.
  If anyone at Payoneer is reading this, I sincerely encourage you to rethink your internal processes for handling reviews like this. There has to be a better, more transparent way.

  
  I also want to thank the BBB for your supportbecause honestly, I believe I only regained access to my account because this complaint was filed. Im grateful for your intervention.
  Lastly, I kindly request that my complaint not be published publicly, as Payoneers response contains my full last name.
  
  
  Thank you again.
  Sincerely,
  ***** ***
  

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2025, my client attempted to send me a payment of 936 EUR through Payoneer. The transaction was canceled due to an error in the beneficiary name. I followed Payoneers instructions and canceled the transaction so the money could be refunded to the sender. I was told by multiple support agents that the refund would be completed within 10 business days.Since then, *** spent over four months following up with Payoneer. I provided the correct bank details multiple times. I was repeatedly told the issue was escalated and that it would be resolved within 24 - 48 hours. Those deadlines were never honored. A supervisor even falsely claimed I hadnt sent the correct info, then vanished after I re-sent ************* of today, the refund has still not been processed, and Ive received only copy-paste replies with no clear updates. This has caused financial damage and completely eroded my trust in Payoneer as a service provider.Attached is the full chat transcript. Please pay particular attention to messages starting from February 11, 2025, where the issue and delays began. The documentation shows a clear pattern of negligence and unfulfilled promises.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by Payoneer regarding complaint ID ********, and I consider the matter resolved.
  This refund only happened because of this complaint. After four months of delays, false promises, and complete silence, Payoneer only took action once the BBB got involved.
  I want to sincerely thank the Better Business Bureau for making this resolution possible. Your platform works, and for freelancers like me, it truly makes a difference.
  You gave me a voice when I was being ignored, and Im incredibly grateful for the support and the structure you provide.
  Again, thank you so, so much for existing, and for holding companies accountable when they think no one is watching.
  
  Sincerely,
  ******* ********.
  
  
   
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a Payoneer account for my officially registered company based in *******, ****All required documents were properly submitted, reviewed, and approved by Payoneer.Subsequently, I deposited $189 into my Payoneer account and requested a card issuance.However, shortly after, my account balance was blocked without any valid explanation.I submitted three separate support tickets to resolve the issue. Unfortunately, I have not received any response to any of my inquiries. As of today, my account remains locked, and my funds are still inaccessible.This lack of transparency, communication, and customer support is completely unacceptable for a financial institution operating within ******************If this matter is not promptly resolved, I intend to escalate the case to local small claims court.I firmly believe that a company demonstrating such negligence should not be allowed to operate as a financial service provider in the ***** kindly request immediate action to release my blocked funds and to close my account if necessary.Requested Resolution:Immediate release of my $180.73 balance.Written explanation regarding the account block.Closure of my Payoneer account upon completion if needed.

  Business Response

  Date: 04/30/2025

  ********** ********** *************  *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ********* ****** ********* *******  ******** ********** ********* ** *********
  
  Dear ********* *****: 
  
  In reference to your e-mail dated 04/28/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint ***** ***** (the Customer) registered to ****************** services online on 08/23/2024.?Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.?The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Following our review of ***** ******* Payoneer account details and activities, which included an extensive investigation and careful consideration, on 04/30/2025, Payoneer chose to cease the provision of the Payoneer **************** to ***** *****. We periodically review accounts for security purposes and to ensure that customers are still in good standing. 
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements. 
  
  In order to receive payments ***** *************** find a different venue. 
  
  With regards to the withdrawal of remaining balance - account was unblocked and set for deflation.?***** ***** can log in and?withdraw any existing funds.? 
  
  We would like to take this opportunity to thank you and ***** ***** for providing us with their feedback and regret the inconvenience caused.? 
  
  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ***** Employee ID: ******
  
  

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  

  Yes, the company contacted me within 24 hours and released my balance. Unfortunately, although I have been waiting for a response for months, they did not respond to me and when I wrote to ************************, they responded within 24 hours.
  
  They closed my account despite being an official company and passing all the approval processes.

  And yes, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Payoneer Support Team,I hope you are doing well.I am writing to request your assistance with my Payoneer account associated with Customer ID ******** with E-mail - ************************** I was in the process of registering the account and completing the verification steps when I was advised by Payoneer support to submit alternative documents for verification.However, before I could upload the required documents, the account was suddenly blocked, and I am now unable to log in or continue with the application process.Additionally, I suspect that the issue may have occurred when I was trying to add my bank account details. The application may have been declined during that step, but I am not entirely sure of the exact reason the account was blocked.Additionaly, on suggestion of one of costumer executive i make a request to delete my payoneer account but i want to use payoneer please help me to unblock this account I would greatly appreciate it if you could review the situation and help me either unblock this account or guide me on how to successfully complete the application. I am happy to provide any additional documents or information needed for verification.Thank you for your support, and I look forward to your response.

  Business Response

  Date: 04/25/2025

  ***** *** **** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ****** ********* *******  ******** ********** ********* ** * ********
  
  Dear ****** *****: 
  
  In reference to your e-mail dated April 25, 2025, with respect to Complaint # ********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a ********************, is a provider of payment processing services. We are a ************* Business (MSB) registered with ******. Payoneer is a licensed money transmitter under the laws of various states in the ************************. We specialize in facilitating cross-border B2B payments. 
  
  The Customer who submitted the complaint  **** ****** **** (******* **** Contacvt Person) (the Customer) registered to ****************** services online on January 30, 2025.? Payoneer services enable customers to receive payments due for commercial transactions between businesses, either from other Payoneer customers or third parties as may be enabled and approved by Payoneer from time to time.? The services are utilized by customers via an online account, accessible by the customers via the ****************** website (******************************). 
  
  Following our review of the Customers ****************** account details and activities, which included an extensive investigation and careful consideration, on February 4, 2025, Payoneer chose to cease the provision of the Payoneer **************** to the Customer. We periodically review accounts for security purposes and to ensure that customers are still in good standing. 
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements. 
  
  In order to receive payments the Customer must find a different venue. ? 

  We would like to take this opportunity to thank you and ******* **** for providing us with their feedback and regret the inconvenience caused.? 

  Please feel free to contact us if you have any additional questions or concerns.?? 
  
  With kind regards, 
  ******* **** ********** ******** *** ******  

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Actually *** i am very unaware why it happened i am sorry for anything went wrong i haven't received and funds in my Payoneer because it was not verified and i am ready to submit all the verifications again if i get chance to do so . I apologise for my actions if they went wrong unknowingly if i have done any mistake i apologise for that. From my side i try to provide all the documents i had but the Payoneer account got blocked in bank account verification. Please if i can get a chance to work with Payoneer i am ready to provide reverification on this account please consider my request 

   

   

   

   

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

  
  Sincerely,
  
  ******* ****
  
  
  
  
   
  

  Business Response

  Date: 05/07/2025

  ********** ************* *** ****** ******** ******  ******* *************************** ******************************************* *****  ************************ ****** **************  **** **************  ***** ****** ****** ********* *******  ******** ********** ********* ** * ********

  Dear ****** *****: 

  In reference to the customer's rejection, with respect to Complaint # ********* we hereby respond to you as follows: 
  ? 
  After an additional review on May 7, 2025, the decision to block the account remains the same.? 

  We would like to take this opportunity to thank you and ******* **** for providing us with their feedback and regret the inconvenience caused.? 

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

  
  **** **** ********  ******* * **** ********** ******** *********