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:01/12/2024

  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.

  Hello, what happened:1) I use Payoneer as intermediate to withdrawal by earning from Freelance work (Upwork) for more than 2 years.2) As I do every quarter, I sent my quarter earnings ($5,703.97) from my Upwork account to my ****************** account on ************** Surprisingly, when I tried to withdrawal the money to my bank account (keep in mind that I already used this account to withdrawal before from Payoneer) I received a message from them saying that I should provide my documents (Passport, ID, proof of address, bank statement) again, and until provide them I could not withdrawal.4) I submitted all the documents on 10-Jan-2024 (also keep in mid that all those documents were submitted before, and was with Payoneer database, and I used them to withdraw before - same account, same ******** On 11-Jan-2024 I received a final message from Payoneer saying that my account was closed. I can't access my profile anymore, I can't contact them and my money simply disappeared.6) When trying to contact them, either via chat or email, I only receive an automated message saying that "your account is closed, read our FAQ". Their phone number also doesn't work as the feature is reserved only to "customers with funds on account".At this point, I don't care about access my account with this service, I just want my money withdrawal to my bank account or with a reverse transaction to Upwork (so I can withdraw from Upwork in another way - wire transfer, Paypal, etc). Needless to say that this is a significant amount for me and money I need to pay my bills and rent, besides is money I earned with hard working during all Q4 2023.

  Business Response

  Date: 01/14/2024

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** *************************** * ********* ******* ******** ********** ********* ** * ********
  
  Dear *************************** :
  
  In reference to your e-mail dated 01/12/2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *****************************(the Customer) registered to ****************** services online on 13/06/2021.  *** 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.  *** services are utilized by customers via an online account,accessible by the customers via the Payoneer website (****************).
  
  Following our review of ********************************* Payoneer account details and activities, which included an extensive investigation and careful consideration, on 01/12/2024, Payoneer chose to unblock account and approve pending bank account details so funds can be withdrawn.
  
  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:01/12/2024

  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.

  After updating my Payoneer account to initiate direct deposit into my personal bank account, I received communication from Payoneer regarding address verification. I subsequently informed Payoneer that as a renter, I do not have access to some of the documents requested. I was then informed by the company I have an independent contractor agreement with that Payoneer would not allow me to receive any further payments as I no longer had an account.Upon requesting information from Payoneer regarding the account closure, I received canned responses that I had violated the T&C of our arrangement due to prohibited transactions, none of which applied to my situation.Upon request for further information and investigation, Payoneer informed me that I am not privy to a specific reason for their fraudulent claims and they refuse to acknowledge my requests for further investigation.

  Business Response

  Date: 01/21/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ********************* **************************************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ******:
  
  In reference to your e-mail dated *******, 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.
  
  *** Customer who submitted the complaint *********************** (the Customer) registered to ****************** services online on September 25, 2018.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the ****************** website (****************).
  

  Following our review of your Payoneer account details and activities, which included an extensive investigation and careful consideration, on 1/1/2024, Payoneer chose to cease the provision of the Payoneer ******* Services 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.
  
  With this said, I have requested some additonal information as to how we may have the account reopened. If ****** can provide the following, we may have the account reviewed for reopening:
  
  1. proof of residence - If ****** is renting and do not have any utility bills under her name, please provide us with a copy of the rental agreement and a copy of a utility bill under the owner's name. Please also provide a bank statement.
  
  2. We request that ****** provide us with a photo of herself holding her photo ** and a piece of paper with "Payoneer" and today's date?handwritten on it. Please make sure the ** matches the details?provided on the?Payoneer?card application. Please make sure the?document is clear and has her name and her date of birth clearly?displayed.
  
  Per our records, payments are received to your Payoneer account from Scribendi.com.  Please provide:
  

  1. A screenshot of her account profile, showing her contact information
  
  2. Transaction history for the past 6 months showing incoming and outgoing payments
  
  3. Working contract with them

  
  Please send over all documents you are able to provide and I will see what I am able to do from my side.
  
  All this information has been sent directly to ****** on January 14, 2024 with no reply.

  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 **: ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 01/24/2024

  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:

  On 1/21/24, I responded via to the above query from the business sent on 1/21/24. Please see screenshots for reference. 

  I am unable to secure a utility bill in the landlord's name, which was disclosed to Payoneer in December 2023.

  Payoneer is still unclear as to whether the remaining documentation will be sufficient to restore account functionality.

   

   

   

   

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

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

  Customer Answer

  Date: 05/20/2024

  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:

  I have informed Payoneer several times that I am unable to provide the rental/utility documents that they are requesting, as those documents are not in my name and, therefore, not my property. They have been unwilling to provide an alternative means of identity/business verification.

   

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  **** ** **** ********** ************* *** ****** ******** ****** ******* ********************* **************************************************************************************************** ****** ************** **** ************** ***** ******************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******************************:
  
  In reference to the customer's rejection, 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.
  
  Payoneer is required to verify all aspects of customer account in order to meet the needed Compliance regulations.

  We have offered on both January 22nd and January 28th the ability to provide an additonal form of address verification.

  The customer may provide a bank statement for this need.

  The document must be issued in the last 3 months.
  Must show the customer's full name.
  Must show valid address.
  Should contain bank's letterhead + stamp + signature and the name/title of the authorized person from a bank.
  Does not need to include transactions.
  Screenshots that are provided from the phone / PC / email must have an issuing date on the document. The date and time from the phone / PC as the issue date is not acceptable.
  Digital Bank Statement might not have a stamp/signature and can be accepted without it as long as is in the standard format from the bank (with a proper letter head) which meets the *** requirement and there is no other issues).

  In addition, we can accept a credit card statement:

  Must show full name.
  Must show full residential address.
  The document must be issued in the last 3 months.
  

  ******************* reply to the last email sent to her on January 28th with this information and we will request a review.
  
  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 Care Case Specialist

• Initial Complaint

  Date:01/12/2024

  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 block my account and and tell we are close your accoount i need this account account detail:payoneer.com Account detail Email:********************* customer ******************************************** railway coloney Mughal Pura ****** CNic:************* Open My account becuse his payoneer.com account connect in ebay..if payneer account is block then ebay.com close my account..so please open my payoneer.com account

  Business Response

  Date: 01/16/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear ******:
  
  In reference to your e-mail dated January 14, ****, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ************************* (the Customer) registered to ****************** services online on January 8, ****.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).

  *** account has been reviewed for overturning the closure and I am happy to inform the account is now open.

  Munawar will be required to provide an additonal; form of a Proof of Residence Document and has been informed of this need.

  
  We would like to take this opportunity to thank you and Munawar 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 Care Case Specialist

  Customer Answer

  Date: 01/19/2024

  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:

  my account is now open but i have a problem with with proof of residence..
  I am writing to inform you that the address listed on my utility bill account does not match the address on my CNIC.
  
  The address currently listed on my utility bill account is:
  ** * *************** ****** ***** *
  However, the address listed on my CNIC is my previous residence:
  ***** *** ****** **** ******* ****** ********** ******
  
  I recently moved to my new residence at ** * *************** ****** ***** **
  
  so the payoneer does not approve proof of residence...please ask to approve proof of residence..i have driving licence under my name and residence address is match with my cnic...
  i am attach the driving licence for proof of resdient 

   

   

   

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

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

  Business Response

  Date: 02/01/2024

  ********** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** *********
  
  Dear *****************************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  I have worked with Munawar and have successfully received the needed documents for the account to be approved.
  
  We would like to take this opportunity to thank you and Munawar for providing us with their feedback and regret the inconvenience caused. 
   
  Please feel free to contact ** if you have any additional questions or concerns.  
  
  
  With kind regards,
  
  ****************************************** Employee ID: ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 02/02/2024

  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:01/10/2024

  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 receive payments from one of my freelance clients from **** to Payoneer. I have used them since 2020, and no issues until now. My complaint is concerning Transaction ID *********, which I made on the 31st of December 2023. It is now the 8th of January ****, and still no payment of $673.67 USD = $958.45 AUD arriving into my nominated ******** account ending in ****. My Payoneer customer number is ********. I contacted ****************** respectfully on the 05th and 06th of January **** to resolve this issue - reference #'s ****************************** and I have been ignored and left in the cold by their customer support team. I just want no hassle, and I just want my $958.45 AUD to be transferred successfully into my nominated ******** account that they have NOT successfully completed. The status of payment transfer "completed" in my Payoneer account is ********. This business has stolen my money, and I need it transferred into my bank account immediately, as per their terms of business, it should only take 3 days maximum. Not 9 days. In other words, DO YOUR JOB PROPERLY AND TRANSFER MY MONEY. I have paid your fees to do that. I understand that one of those days was a public holiday, but still. My bank ***** have confirmed that Payoneer are holding onto the funds. Thank you. *****************************

  Customer Answer

  Date: 01/10/2024

  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.

  This complaint was resolved by Payoneer the same day I submitted this complaint. The funds are now in my nominated bank account. I did contact the BBB to advise of same immediately thereafter. 

  Thanks in advance.  
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/10/2024

  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 used their service to transfer money to my local bank in *************** last December 29. I was advised to wait 5 business days because it was delayed from it's ETA which was January 1, ****. I had to wait until January 5, on January 5 I received another email that I would need to wait 21 business days because of an ongoing investigation because the funds were delayed. I have contacted their customer service more than 20 times and my issue was not resolved that it was transferred to their relevant department and I need to wait for their email. I haven't been contacted even seen. I need my money and this unacceptable.

  Business Response

  Date: 01/11/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******
  
  In reference to your e-mail dated January 10, ****, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ********************************(the Customer) registered to ****************** services online on March 10, 2023.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).

  *** payment in question was not able to be transferred to the banking details registered in the Payoneer Account. *** recipient bank could not process the payment and subsequently returned the funds to Payoneer.

  *** funds were loaded back to the account and the customer withdrew the funds in a different manner

  
  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 Care Case Specialist

• Initial Complaint

  Date:01/08/2024

  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 request a review of my Account Block Issue Dear Payoneer Support Team,I hope this message finds you well. My name is ***********************, and my Payoneer account customer id is ********. I am writing to bring to your attention an issue I am currently facing with my Payoneer account.Recently, I noticed that my account has been blocked, and unfortunately, I have not received any communication regarding the reason for this action. As a dedicated user of ******************'s services, I am concerned about this sudden blockage and would like to request your assistance in resolving this matter.I have reviewed the terms and conditions of Payoneer and would like to ensure that I am in compliance with all policies. If there are any documents or information required from my end to facilitate the resolution process, please let me know, and I will promptly provide the necessary details.I value the services provided by Payoneer and have always adhered to the guidelines outlined by your platform. I kindly request your prompt attention to this matter and seek clarification on the reason for the account block, as well as guidance on the steps needed to restore access to my account.Thank you for your understanding and assistance in advance. I look forward to a swift resolution to this issue.Best regards,*********************** Customer ID: ********

  Business Response

  Date: 01/10/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated January 8, 2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *********************** (the Customer) registered to ****************** services online on December 7, 2022.  *** 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.  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (****************).
  
  Following our review of *******'s Payoneer account details and activities, which included an extensive investigation and careful consideration, on August 23, 2023, Payoneer chose to cease the provision of the Payoneer ******* Services to you. 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.
  
  *** account cannot be reopened and 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: ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 01/12/2024

  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:

  [Your Answer Here]

   Dear Payoneer Support Team,
  
  I hope this message finds you well. My name is ***********************, and I am writing to express my deep concern and frustration regarding the sudden closure of my Payoneer account, registered under customer ID ********.
  
  To my dis***, I recently discovered that my account has been closed without any prior notice or explanation. As a devoted user with a fully verified account and a zero-dollar balance, I am perplexed by this action and am seeking urgent clarification on the reasons behind the account closure.
  
  I have always strived to adhere to Payoneer's terms and guidelines, and I am unaware of any activities that *** have warranted such action. I kindly request you to provide me with detailed information on the specific reasons for closing my account and any associated actions that *** have led to this decision.
  
  This situation has left me feeling unfairly treated, and I believe it is only fair that I receive a comprehensive explanation to understand the circumstances surrounding the closure of my account.
  
  I appreciate your prompt attention to this matter and look forward to a swift resolution.
  

   

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

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

  Customer Answer

  Date: 02/24/2024

  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:

  [Your Answer Here]

   "Payoneer is under no obligation to disclose the reason for the rejection" This is an unfair reply. you closed my account without telling me the reason because I know I didn't do anything wrong on my account. if I'm doing anything wrong as you tell before tell here now me or unlock my account

   

   

   

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

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

  Business Response

  Date: 03/12/2024

  ***** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Section 25 of the Payoneer Terms and Conditions which are agreed upon when registering for a Payoneer Account clearly states thje following:

  25.  TERMINATION AND SUSPENSION

  25.1       We may terminate or suspend your use of the Payoneer Services at any time. You may terminate your use of the Payoneer 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, (a) your violation of these Terms and Conditions, (b) your provision of any false, incomplete, inaccurate, or misleading information, (c) you are engaged in fraudulent, money laundering, terrorism financing or illegal activity or we reasonably suspect the same, (d) we reasonably believe that your Payoneer Account has been compromised or for other security reasons, or (f) if 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. We shall notify you either prior to the suspension or termination or, if prior notification is not possible under the circumstances, promptly after the suspension or termination, unless we are prohibited by law to notify you.

  
  25.2       Together with a termination notice or at any time thereafter we may give you instructions on how to withdraw remaining funds.

  
  25.3       Termination of your use of the Payoneer Services will not affect our right to make deductions for any outstanding or unpaid fees.

  We are under no obligation to provide the reasons for the termination.
  
  ******* 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 Care Case Specialist

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair 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.

  Hello, thank you for providing assistance to us. My problem has been with Payoneer for two years. My account was closed without giving any reason. I contacted the companys support and they did not provide me with a reason for closing the account, even though I have subscribed to them since 2013. They did not take this into consideration, and what makes matters worse is that Worse, they did not give me a reason for closing the account, and the account contained a large amount of thousands of dollars. All my savings were there, as there was Corona and my work was suspended and I worked online, and my account was closed, and I was not able to treat my wife and children. I hope you can help me, as I have seen many... ************ videos praising your work and efforts my email payoneer/ *********************

  Business Response

  Date: 01/21/2024

  ********** ********** ************* *** ****** ******** ****** ******* ********************* **************************************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 01/08/2024, 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.
  
  *** Customer who submitted the complaint **************** (the Customer) registered to ****************** services online on 02/18/2013.  *** 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.  *** 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 01/21/2024, Payoneer chose to cease the provision of the Payoneer ******* Services 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 Lokmane Moussoui must find a different venue.
  With regards to the withdrawal of remaining balance - account was unblocked and set for deflation. Lokmane Moussoui 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: 01/29/2024

  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:

  [Your Answer Here]

    Hello, I am very happy with your help. Thanks to you, my account was opened after it was closed two years ago, and it contains all my family savings.

  But my joy was not complete, as all my cards and bank transfers were suspended as well, so I cannot withdraw my money from the account.
  I hope you can help me
  I appreciate your efforts and valuable time in helping me
  my regards
  Thanks

   

   

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

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

  Business Response

  Date: 02/01/2024

  *********************** *** ****** ******** ****** ******* ********************* **************************************************************************************************** ****** ************* **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows: 
  
  The Customer who submitted the complaint **************** (the Customer) should contact our ************* team via email or phone in order for us to be able to assist with adding new bank details to make withdrawal of existing funds from Payoneer account. 
   
  For more ways to contact us, **************** can go to the Contact Us portal on our ************** and sign in, using her Payoneer user name and password.
  
  She can contact us under the following phone numbers 24 hours a day, Monday through Friday.
  
  Within the *************: **************
  
  Outside the *************: **************
   
  Alternatively, she can reply to our latest email under reference number  ************* and we will be happy to assist you.
  
  With kind regards,
  ***************************** Employee ID: ****

• Initial Complaint

  Date:01/05/2024

  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.

  We have been using Payoneer to receive our bi monthly payment from Wallmart.com. With no advance notice or any specific reason given they simply closed our account. When we reached out they simply said please refer to to our T&C to understand. we referred to it and found no reason that relates to us we aren't in violation of any of the policies in the T&C. It is over 50k that is currently stuck with ******* that we have no way of getting ** of what they did.

  Business Response

  Date: 01/08/2024

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************* * ********* ******* ******** ********** ********* ** * ********
  
  Dear ********************* :
  
  In reference to your e-mail dated 01/05/2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint *********************************(the Customer) registered to ****************** services online on 03/02/2018.  *** 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.  *** services are utilized by customers via an online account,accessible by the customers via the Payoneer website (****************).
  
  Following our review of ************************************* Payoneer account details and activities, which included an extensive investigation and careful consideration, on 01/03/2024, Payoneer chose to cease the provision of the Payoneer ******* Services 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: ****

  Customer Answer

  Date: 01/11/2024

  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:

  What was the nature of the investigation and what did they find? just because it says in their terms and conditions that they can terminate a clients account without a specific reason given doesn't make it legal for them to do it. We reviewed everything and haven't found any wrong doing! Please provide us with a contact to a legal representative from Payoneer and our attorney will reach out

   

   

   

   

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

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

  Business Response

  Date: 02/01/2024

  ********** *********************** *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************* **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  In January 03 2024, a decision was taken in line with clause 25 of our terms and conditions to terminate your Payoneer account.
  
  Clause ************************************************************************************************ termination or, if prior notification is not possible under the circumstances, promptly after the suspension or termination,unless we are prohibited by law to notify you. You were advised as soon as was possible given the relevant circumstances about the termination of your account in line with this clause.
  
  In  order to contact our Legal representative, please advise to the attorney to send email to one of the following emails: *************************************** or **********************************************
  Email should contain  ***************** document given by *********************************.
  Same time, ********************************* should send us an email, confirming that we can continue communication regarding his complaint directly with his attorney.
  
  With kind regards,
  ***************************** Employee ID: ****

• Initial Complaint

  Date:01/05/2024

  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 an independent musician. I have a total of 3 payments that were transferred from Tunecore to Payoneer. Payoneer has NOT paid me any of my owed funds since October 31st. There were 3 transfers approved for a total of $152.78. Payoneer is literally stealing my funds. I submitted an inquiry to Payoneer asking where my funds are, and I heard nothing back. When I went to check on the status of my inquiry via the website, I nooticed my inquiry was marked RESOLVED. No one ever contacted me!! So how can this be resolved? As a struggling musician I am disgusted by this.

  Customer Answer

  Date: 01/05/2024

  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:01/03/2024

  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.

  My Payoneer account was closed on June 28th, ********************************************************* my account. I received an email stating to contact Payoneer after 3 months to withdraw my money. It's been over 3months and I still am not able to withdraw my money.

  Business Response

  Date: 01/08/2024

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************* * ********* ******* ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to your e-mail dated 01/03/2024, with respect to Complaint # ********, we hereby respond to you as follows:
  
  Payoneer *** (Payoneer), a ******** corporation, 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 ****************************. We specialize in facilitating cross-border B2B payments.
  
  *** Customer who submitted the complaint ************************* Hunter (the Customer) registered to ****************** services online on 06/15/2022.  *** 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.  *** services are utilized by customers via an online account,accessible by the customers via the Payoneer website (****************).
  
  Following our review of ************************* ******** Payoneer account details and activities, which included an extensive investigation and careful consideration, on 06/28/2023, Payoneer chose to cease the provision of the Payoneer ******* Services to ************************* ******.
  
  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 ************************* Hunter 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: ****