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:06/08/2025

  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.

  Subject: Request for Account Re-activation - No Response from Support Dear Payoneer Executive Team,I hope you are doing well.I had created my Payoneer account a few months ago and unfortunately, it was closed automatically after I tried logging in from my home device after office use. I have not done any suspicious activity and I use Payoneer services with full compliance to your policies.I sent multiple emails to your support about this issue around 2 months ago but unfortunately, I have not received any response till now. I believe my case might have been overlooked.I am genuinely requesting you to kindly review my case once again and give me a fair chance to resolve any pending verification or misunderstanding.Payoneer is extremely important for my work and payments, and I will ensure complete compliance moving forward.Looking forward to your kind help and positive response.Thank you very much.Regards,****** *** Email ID registered on ****************** : *********************** Your Payoneer Customer ID: ********

  Business Response

  Date: 06/10/2025

  **** *** **** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ******** ******** ********* *******  ******** ********** ********* ** * ********
  
  Dear ******** *******: 
  
  In reference to your e-mail dated June 8, 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 November 27, 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 ****** Alis Payoneer account details and activities, which included an extensive investigation and careful consideration, on December 2, 2024, 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. 
  
  On June ******, following further review, the account was unblocked.  ****** *** can continue using their account,normally.
  
  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: 06/10/2025

  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:06/03/2025

  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.

  I had gotten my email hacked, which in turn got my ******* hacked as soon as I noticed it was hacked. I contacted *******. It is extremely hard to receive any type of support from them. They dont even have a number you can call. I trusted ******* to help me grow my business and trusted them with my money and now Ive sent every document you can send and they still arent releasing my money.

  Business Response

  Date: 06/04/2025

  ********** ********** *** ********* *** ****** ******** ****** ******* ********************* **************************************************************************************************** ****** ************** **** ************** ***** *** ********* ******** ******** ********** ********* ** *********
  Dear BBB Complaint Services:
  
  In reference to your e-mail dated June 04, 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.
  
  We are unable to locate the account related to the complainant. In order to assist, we require the following information:
  
  Full name used to register with Payoneer
  Payoneer Account Holder ID
  Email address used to register
  
  Please feel free to contact us if you have any additional questions or concerns.  
  
  With kind regards,
  ***** Employee ID: ******
  
  

  Customer Answer

  Date: 06/08/2025

  ******* ****** 
  *******************************
  I dont know my Payoneer user ID because my account was hacked earlier in the year and I havent been able to login since
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  I am writing to file a formal complaint against Payoneer **** regarding the abrupt and unexplained closure of my account and the withholding of my personal funds.On 2/5/2025, I received an email that my Payoneer account had been closed. No prior warning, detailed explanation, or due process was provided. I was informed that I would not be allowed to access my remaining funds and was told to contact Payoneer after a period of 6 months (in my case, after 12/02/2025) to inquire about my balance. This decision has been made without offering any specific reason or pointing out a violation of their terms and ************* a freelancer based in *******, ********, I rely entirely on Payoneer for receiving international payments. The funds currently held in my account represent my personal savings and my only financial support. Blocking access to them without transparent reasoning or a path for appeal is both deeply distressing and financially crippling.I have contacted their customer support multiple times and have only received generic responses that do not address my specific concerns. My repeated requests for clarification or an opportunity to resolve the matter have been ignored.

  Business Response

  Date: 06/03/2025

  ********** ********** *************   *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ******** ******** ********* *******  ******** ********** ********* ** *********
  
  Dear ******** *******: 
  
  In reference to your e-mail dated 06/03/2025, 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 Uneeb Ahmed (the Customer) registered to ****************** services online on 12/16/2024.?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 06/02/2025, 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 Uneeb Ahmed must find a different venue. 
  
  Concerning the account current balance (s) the funds can be deflated in 06 months, but no earlier than 12/02/2025.  
  
  We would like to take this opportunity to thank you and Uneeb Ahmed 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:05/29/2025

  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 am writing to formally appeal the recent closure of my Payoneer account, which I believe occurred in error. My account is linked to my **** store, into which I have invested a great deal of time, effort, and resources to build a legitimate and honest business.I understand that account reviews and verification processes are an essential part of maintaining the security and integrity of the Payoneer platform. However, I was surprised to find my account closed shortly after submitting a utility bill (gas payment receipt) for verification purposes. I believe this may have led to a misunderstanding.I want to assure you that I am a law-abiding, responsible seller operating from *******. I am committed to conducting my business with full transparency and integrity. I can provide any necessary documentation to prove my identity and the legitimacy of my activities, including official government-issued IDs, utility bills, bank statements, and other relevant ************ **** store is not just a source of income, but a product of years of honest work and dedication. The unexpected account closure has put my business at risk, and I kindly request a thorough review of my case. I am confident that once all the correct documents are reviewed, it will be clear that my account should be reinstated.Please let me know how I can assist in resolving this issue. I am ready to cooperate fully and provide any information needed to restore my account access as soon as possible.

  Business Response

  Date: 06/03/2025

  **** ** **** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ********* ********* *******  ******** ********** ********* ** * ********
  
  Dear ****** ********: 
  
  In reference to your e-mail dated May 29, 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 June 19, 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 May 29, 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. 

  With regards to the withdrawal of remaining balance -account was unblocked and set for deflation. *** ******************** 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, 
  ******* Case Specialist
  Employee ID: ******  

• Initial Complaint

  Date:05/29/2025

  Type:Order 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.

  5/ 24/25. I decided to send a freelancer money to do some work. Well that turned out to be a scam and now payoneer doesn't wanna help me get my funds back. They work for the scammers. They are not for the buyers. I do not recommend this to anyone. Please be aware of money you are sending and do NOT use this platform. They sre thieves

  Business Response

  Date: 05/30/2025

  *** *** **** ********** *************  *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ********* ********* *******  ******** ********** ********* ** * ********
  
  
  Dear ****** ********: 
  
  In reference to your e-mail dated May 29, 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, 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 (******************************). 

  ? Between the dates of May 14, 2025, and May 17, 2025, *** ************ made two payments in the amounts of ****** USD and ****** USD, respectively, to another Payoneer user via the Request a Payment service.

  Eligible paying customers are able to send payments to a recipients Payoneer Balance in response to their request of a payment, using Payoneers online payment request form or other tools offered by Payoneer to eligible customers (Payment Request).

  On May *******, *** ************ contacted Payoneer ************* and requested to have these two payments refunded.

  Payoneer ************* transferred the request to our chargebacks department.

  Following further review by the chargebacks department, it was determined that we would not be refunding these payments.

  As per Payoneers Payer Terms - Paying Payoneer Customers, . all payment transactions processed through ************ is non-refundable to you by Payoneer and are non-reversible by you through ************.  Additionally, per those terms and conditions, if customers are unhappy with deliverables provided by the Payee in consideration for your payment through ************, you should contact the ***** directly to resolve your differences. Payoneer (and its agents and employees) will not be responsible or liable for any claims, demands, and damages (actual and consequential) resulting from or in any way connected with the commercial transaction between you and Payee and any dispute between you arising therefrom in respect to which payment was made via ************ (including but not limited to with respect to the proper and timely delivery of goods or services).
  
  As the outcome of the request to refund these payments is final and in line with our Terms and Conditions, 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:05/28/2025

  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.

  A marketplace where I sell my ebooks initiated a payment to me on the 15th of May, 2025 but it was returned due to invalid account number. When I contacted ****************** customer care agent, I was informed that ****************** no longer works with the bank I'm using to receive payments and that I have to apply for a new receiving account. I was infuriated because Payoneer never mentioned this to me earlier. I expected them as a reputable business to inform their customers promptly when things change. Now, I have applied for a new bank account and the customer service agent said it would take two business days for the application to be reviewed and approved. I need Payoneer to hasten the process as I'm expecting a payment to my former receiving account on the 3rd of June, 2025 but need to change it by the end of this month since it's no longer active. If I miss this upcoming payment, it won't be resent until July and I need it to pay my bills next month.

  Customer Answer

  Date: 06/05/2025

  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:05/27/2025

  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.

  I am a freelancer from ********** and have been using Payoneer to receive international client payments. On May 22, 2025, my client sent me a payment of ****** for a website maintenance job. However, Payoneer has suddenly disabled my account and refunded the money to the client without any proper reason or prior notice.This was a one-time client, and I submitted all the required documents Payoneer requested for compliance. Still, they have closed my account, frozen my funds, and said I cannot use Payoneer anymore. They also stated that the funds will remain frozen until August 22, 2025, which is unacceptable as this was my legitimate earning.I tried contacting support multiple times, submitted a proper invoice, client information, and explained everything in detail, but I have received no proper resolution or human response. I am now financially impacted and unable to receive the payment that rightfully belongs to **** am requesting BBB to help mediate and get my money released or provide a resolution to this unjust closure and fund freezing.

  Business Response

  Date: 06/03/2025

  ********** ************* *** ****** ******** ****** ******* ********************* ****************************** ****************** ****** ************* **** ************** ***** ****** ****************** ******* ******** ********** ********* ** * ********
  
  Dear *******
  
  In reference to your e-mail dated May 27, 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 May 5, 2025.  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 ** ******* Payoneer account details and activities, which included an extensive investigation and careful consideration, on May 22, 2025 and again on June 2, 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 Terms and Conditions,  We may terminate or suspend the use of the Payoneer Services at any time. The customer may terminate their use of the ****************** Services with us at any time in accordance with the Closing Your Payoneer Account provisions above. Grounds for termination or suspension, including access to funds, include but are not limited to: 
  
  1. your violation of these Terms and Conditions
  2. your provision of any false, incomplete, inaccurate, fraudulent or misleading information
  3. you are engaged in fraudulent, money laundering, terrorism financing or illegal activity or we reasonably suspect the same
  4. we reasonably believe that your Payoneer Account has been compromised or for other security reasons
  5. we are required to do so under any applicable law or regulation, or at the direction of any regulatory, law enforcement or other competent authority
  6. continuing to provide the Payoneer Services would be in breach of our obligations under applicable law or regulation.
  
  In order to receive payments, ** ***** must find a different venue. 
  
  Concerning the account current balance (s) ****** USD   -the funds can be deflated in 3 months, but no earlier than August 22, 2025. Prior to August 22, 2025, the funds are "blocked" until the risk of receiving a dispute, claim or chargeback is resolved. This ensures the funds are available if a refund is needed. 
  
  
  The bottom line: Payoneer has the right, in its sole discretion, to suspend an account and freeze any funds if we suspect that the account holder is engaged in unlawful or suspicious activity. Our decision about funds freeze may be based on confidential criteria essential to our management of risk. We may be restricted by regulation or a governmental authority from disclosing certain information to you about such decisions. We have no obligation to disclose the details of our risk management or security procedures related to this decision. 
  
  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:05/23/2025

  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.

  I am filing this complaint due to a serious and unresolved issue with Payoneer concerning my account. I have been attempting to withdraw my funds totaling ***** for over six months. The company initially stated that the withdrawal would be processed after a standard review. However, despite my repeated attempts to contact them through emails and support tickets over the past five months, I have not received any meaningful response or solution.Payoneer has failed to communicate clearly or resolve the matter, and my funds remain inaccessible without justification. They have not taken any noticeable steps to address or resolve the issue, and I am left without access to my money or any timeline for resolution.I am requesting immediate assistance from BBB in mediating this situation. I simply want the funds I have earned to be released and for Payoneer to uphold their commitment to allow withdrawals after the review process.Amount Involved: ***** Business Commitment: Withdrawal of funds after standard review Dispute Nature: Funds held without explanation or resolution for over 6 months Business Resolution Attempts: None no meaningful communication or resolution in over 6 months Thank you for your assistance in resolving this matter.

  Business Response

  Date: 05/29/2025

  ********** ************* *** ****** ******** ****** ******* ********************* ****************************** ****************** ****** ************* **** ************** ***** ******* ********** ****************** ******* ******** ********** ********* ** * ********
  
  Dear Dispute Resolution Services:
  
  In reference to your e-mail dated May 23, 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 July 10, 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 ********* Payoneer account details and activities, which included an extensive investigation and careful consideration, on January 16, 2025, Payoneer chose to cease the provision of the Payoneer **************** to you. We periodically review accounts for security purposes and to ensure that customers are still in good standing.

  The remaining balance of ******** GBP was frozen indefinitely according to the needed investigation and Payoneer Terms and Conditions.

  The review of the account has been completed and the balance is available to withdraw to a bank account registered under the company name.

  Please note, as this customer is registered in the ** and under the Payoneer **************** (UK) Limited license, all complaint handling is according to the UK ***************************. Further information is available at the following link to the *************************** website: ********************************************************************************************************************************************************************************************

  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:05/22/2025

  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: Payoneer Closed Account Without Notice Urgent Access to Account and Funds Dear ******************************************* am the account holder of the ****************** account registered under *********************** (Customer ID: *********. Without any prior notification, explanation, or consent, my account was abruptly closed shortly after receiving funds from my ****** ********** date, I have not received any justification for this action, nor have I been granted access to retrieve my funds. I submitted a formal request to Payoneer under Incident #************* on May 21, 2025, but have yet to receive a response.This abrupt and unexplained closure has caused significant disruption to my business operations and resulted in the withholding of legitimately earned funds all without any form of due process.Let me be clear: There was no violation from my end I was given no opportunity to address or resolve any concern prior to the closure My demand is simple and fully justified:?? Immediate access to my account and the release of my funds.I request BBBs assistance in urging Payoneer to act transparently, resolve this matter, and treat it with the urgency it clearly warrants.Sincerely,******* ****** Email: *********************** Customer ID: ********

  Business Response

  Date: 05/26/2025

  *** *** **** ********** ************* *** ****** ******** ******  ******* *************************** ******************************************************* ************************ ****** **************  **** **************  ***** ****** ********* ********* *******  ******** ********** ********* ** * ********
  
  Dear ****** ********: 
  
  In reference to your e-mail dated May 23, 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 October 4, 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 May 21, 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. 

  Regarding the 3127 USD which *** **** has reported as missing, this was a payment which *** **** received via his Receiving Account on May 22, 2025.

  Subject to a customers eligibility, they may be provided with, or apply for the provision of, information they need to get paid by companies and commercial enterprises, as well as purchasers of goods and services in commercial business transactions, including relevant details such as bank or routing number and a unique Payoneer identification account number (collectively, the Receiving Account(s)Credentials, Receiving Account(s) and the "Receiving Account Service").  Eligible customers may provide their Receiving Accounts Credentials to payers from whom they wish to receive payment using their Receiving Accounts.

  The payment was canceled automatically, as the account was already blocked when the payment was received.  The standard timeframe for these types of payments to return to the sender is 7-10 business days.  If this timeframe elapses without the payment returning to the sender, we welcome *** **** to contact us again for further assistance.

  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:05/22/2025

  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.

  I am writing to formally appeal about the closure of my Payoneer account associated with the email address ************************ I was recently notified that my account has been closed, and I am seeking clarification and assistance regarding this matter. My payoneer account was bind with ******* and i was expecting my funds of $ ********* disbursed into payoneer account but it really devastating that my account closed I would like to express my surprise and concern, as I was not given any prior notice or explanation for this abrupt action. I signed up for the account intending to use Payoneer for legitimate transactions; however, I have not conducted any activity since my registration. I genuinely believed that my account was in good standing, and I was looking forward to utilizing your services in the future.I kindly ask that you review my account and the circumstances surrounding its closure. If there are any specific compliance issues or misunderstandings that led to this decision, I would appreciate your guidance on how to rectify the situation. Furthermore, I would be grateful for your assistance in restoring my account. additionally i can provide all documentation I value the services that Payoneer provides and sincerely hope to continue our relationship. Thank you for your attention to this matter. I look forward to your prompt response.Warm regards,****

  Business Response

  Date: 05/22/2025

  ********** ********** ************* *** ****** ******** ******  ******* ************ *** ****  ******************* **** *****  ********* ** *****  ****** **************  **** **************  ***** ********* ****** ********* *******  ******** ********** ********* ** *********
  
  Dear ********* *****: 
  
  In reference to your e-mail dated 05/22/2025, with respect to Complaint #********, we hereby respond to you as follows: 
  
  Payoneer *** (Payoneer), a Delaware corporation, 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 **** Rasheed is registered in the United Kingdom, and as such, is contracted with our *******;regulated entity. Payoneer Payment Services (**) Limited is only authorised to provide E-Money and Payment Services to customers registered or located in the UK and ********** Therefore, we need to follow the UK complaints process rather than the US process to ensure we are meeting our regulatory requirements. 
   
  We have been in touch with the customer, and have instructed them on the above. We will proceed to handle the customer's complaint following the UK complaints process.
  
  Please feel free to contact us if you have any additional questions or concerns.
  
  With kind regards, 
  ***** Employee *********