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:12/13/2023

  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 was a member of Life Vantage who used Payoneer as their payout format. Our earnings would go directly to our Payoneer account and we could use our card or our online account to make payments or transfer funds to our own bank account. I have over $400 dollars in my payoneer account that I wanted to transfer to my bank account. So I log into my account back in the spring of this year, and it says I need to provide annual documentation of who I am. So I upload the documents. I continue to call and every time I call they say that they are going to give it to the escalation department and I'll get an email within ***** business hours. Nothing. I call every few weeks, and it's not been 6 MONTHS. I called again today and asked to speak with a supervisor. They told me I couldn't but that they'd send my account to a supervisor and I'd get a call within ***** business hours. Sound familiar!! I want my money and want to close my account!Reference # at payoneer is *************

  Business Response

  Date: 12/20/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *****************:
  
  In reference to your e-mail dated 12/13/2023, 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 09/23/2019.  *** 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 we would like to advice that funds can be withdrawn in following way -  contact our ************* team via one of our live channels, via call or live chat and team will assist online in withdrawing remaining balance from the account. 
  If ************************* would like to continue using her Payoneer account, she need to provide valid Proof of residence.  Acceptable forms of Proof of Residence (Address verification documents) are:
  
  Utility bill- **** Name - **** Address- Date of Issuance- Not more than 3 months on our current date
  Rental Agreements if renting; - **** Name - **** Address of where she be residing- **** Name of the Landlord- Clear duration and the details of the contract- Signature/stamp of both the account holder and the Landlord- Optional ID number of the customer and ****************** Statement (within 3 months to our current date,JPEG) and make sure that the Name and Address are matched to her Payoneer account).
  
  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: 12/20/2023

  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. I worked with customer service today and was able to get the money withdrawn.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  At the beginning of using Payoneer everything was excellent, payments without delays, fast notifications and a very good card, all this went to the floor since I verified the information they asked me for endless times and even so they suspended my receiving accounts, but the more serious problem happens with my *************************************************** a site without my consent for more than ****USD, I reported said fraudulent transactions and asked Payoneer for help to please return my money and ********** said card and Guess what? They asked me for all the information and details and they told me that they would help me and that I had to wait up to ******************************************************************** to report said fraud to my bank, which would be Payoneer as my provider. Compromised card, as of today almost 80 days have elapsed and no chargeback or any report or dispute has even been issued and I have contacted several times and only m and they ignore it, almost 80 days of those 90 days have passed and I still don't even receive any help of any kind, I never had any problem with Payoneer or with my card and this was my only problem and Payoneer has been totally indifferent with my situation, I I was totally disappointed, and I recommend you be careful with this company especially because their customer service is lousy and they do not protect your money and they do not assume any responsibility even if their terms say that, sad to have lost my money because this platform simply allows theft from its users.So I just want to request the restoration of my money and reimbursement of my money stolen by this company, the company has been blocked me ( I will attach a proof here) for all social networks and all ways to contact your support so is embarrasing...

  Business Response

  Date: 12/17/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** *************************** * ********* ******* ******** ********** ********* ** * ********
  
  Dear ***************************:
  
  In reference to your e-mail dated 12/11/2023, 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 06/23/2022.  *** 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 01/26/2023, 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.
  
  With regards to the reported fraudulent transactions on 11/04/2022 for the total amount of **** USD, the dispute was filled in by Payoneer on behalf of  ***** ******* on 11/10/2022. *** dispute has been decided in favor of the merchant even though Payoneer, provided all relevant information and made all attempts to argue the dispute in  F**** *******'s favor. *** dispute was lost due to transactions been made with usage of Security code of the card and therefor Payoneer do not have chargeback rights against merchant.
  
  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:12/11/2023

  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'm trying to withdraw my money from this payonner site, and an error appears, (Amount available for withdrawal is less than allowed minimum) and another thing, last month I paid an annual fee of ***** usd and now they are charging a fee for each **** transfer that I receive , last month **** deposited me **** and this payonner took it all, now I received ***** and this payonner took **** What is that? This company wants everything for itself, is that right? Another thing is that this company forces us to agree to their abusive terms, it is an **** company, so they are making twice the profit because I already need to pay fees to **** and I still need to pay fees to this payonner, and when I agreed to the terms of this payonner it didn't say that I had to pay any fees

  Business Response

  Date: 12/17/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *****************************:
  
  In reference to your e-mail dated 12/11/2023, 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 07/18/2022.  *** 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 (****************).
  
  With regards to the withdrawal minimum of 50 USD, it was set in order to make sure that withdrawal will be saucersful. If minimum amount will be lower withdrawal might fail. 
  Upon registration all our customers accepting Terms and Conditions that include section 21. Fees. All fees applicable for account  can be found in ******************************************* account in section 'Fees'. Prior to the fees' change *************************************** have been notified about it on 05/24/2023 and 07/05/2023 as well as the Dates the changes will take effect on. More detailed information about how fees work, how they are changed can be find in the T&C in section **** and ****.
   
  As mentioned in T&C - "continued use of the Payoneer Services indicates your continued acceptance of the Pricing and Fees."  ***refore no fees will be refunded.
  
  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:12/06/2023

  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 have been a Payoneer customer since January 2022. I run an editing agency. We provide video and photo editing services to filmmakers and photographers in ***. I have used Payoneer to receive payments, pay my editing team and withdraw my share of the profit to my bank account.All the requested documents and verification have been provided whenever requested by the Payoneer team.Two days ago, without any warning they blocked my account. They are not even able to provide a proper reason. I have a balance of USD ****** that I need to withdraw in order to pay my team for the work they have done. Their shady antics are not only hurting my business operations but thwarting my wedding plans as ********* me withdraw the money that I and my team earned fairly. That is all I request for.Thank you.

  Business Response

  Date: 12/07/2023

  ******** ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** **************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear ****:
  
  In reference to your e-mail dated December 17, 2023, 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 1/27/2022.  *** 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 the complainant's Payoneer account details and activities, which included an extensive investigation and careful consideration, on 12/5/203, Payoneer chose to cease the provision of the Payoneer ******* Services to them. We periodically review accounts for security purposes and to ensure that customers are still in good standing.
  
  According to the Payoneer Account Terms and Conditions, it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Furthermore, Payoneer has the right to terminate an account at any time at its sole discretion; whether for Anti-Money Laundering regulations, risk management considerations or any other reason, Payoneer is under no obligation to disclose the reason for the rejection. Payoneer must comply with all legal and regulatory duties imposed upon it and handle all funds in accordance with these requirements.
  
  In order to receive payments they must find a different venue.
  
  Concerning the account current balances ****** USD- the funds are considered to be "blocked" and access will be granted after 100 days from the mentioned date above (March 15, 2024).
  
  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: 12/27/2023

  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]

   

   I will close out this complain as soon as I get access to my funds that I earned rightfully. I have gone through the complaints here on BBB and it's pretty clear that Payoneer does not act on its own even after the said time period and has to be reached out through BBB. Please keep my complaint open till 15th of March so they keep to their words and resolve it then. 

   

  Thank you so much! 

   

   

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

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

  Business Response

  Date: 01/01/2024

  ******* ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** **************************** ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  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 understand the customer's difficulty in closing the complaint and I have done everything I may do to assist in resolving the complaint for now.

  First, the account is blocked and will remain blocked.

  Second, funds have been frozen for a specific amount of time as stated int he email notificatyion sent tot he customer.

  Third, the decison will remain and the funds are scheduled to be released on March 15th.

   

  I have personally kept my case open, *************, with a reminder set for March 14, 2024. On this day, a request will be made to have the necessary adjustments made on March 15th so the customer will have access to the funds.

  The customer may also respond to the email flow related tot he case with any questions they may have.
  
  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: 03/29/2024

  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:12/04/2023

  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 filing a complaint against Payoneer **** due to an unresolved issue concerning my account, which has been under review for an excessive period of five months. This prolonged review process has led to significant financial and emotional distress.Account Under Extended Review: My Payoneer account has been under review for five months, during which I have faced continuous and repetitive requests for the submission of the same documents, despite my compliance and prompt responses.The review process has restricted my access to over $25,000 in my account. This has severely impacted my ability to conduct business, leading to considerable financial strain.There has been a lack of clear and effective communication from Payoneer regarding the reasons for the extended review and the repetitive requests for documentation.I demand immediate and unrestricted access to my funds in the Payoneer account.I request the complete reinstatement of my account to its normal operational state, with all features and services fully functional.I seek a detailed explanation for the prolonged review process and assurances that such issues will not recur in the future.The inability to access my funds and the uncertainty surrounding my account status have not only hampered my business operations but have also inflicted significant mental and emotional distress.

  Business Response

  Date: 12/17/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** *********
  
  Dear ******:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  We have multiple teams working on the correct solution and I am in contact with the customer as needed.

  My latest update earlier today informed that we may require some technical solutions that can only be implemented by our Developers 
  
  
  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: 12/19/2023

  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]

   my account has not been reinstated and still locked. I have yet to gain access to my funds or full functionality of the account. It has been already 3 months and don't know how much more it would take to resolve the issue. 

  First the issue was about the documents not being reviewed although every-time a correct document was provided. Now finally the documents have been reviewed and I thank ****** for that and documents finally accepted, account still says funds blocked and I'm unable to access over $25k inside the account. The customer support team mentioned that it's kind of a bug in their system and my account should have been restored back to full functionality and I'm yet to see that happen. As soon as it happens, I'll be happy to mark the complaint as resolved and provide a satisfactory response. As they have already accepted, it's an issue with their own system and I'm being punished for it because I chose Payoneer to use as banking partner for my system. 

  Let me know what would someone else do in this case scenario? 

   

   

   

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

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

  Customer Answer

  Date: 12/29/2023

  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]

  Thank you ****** for taking note on this personally. 

  I'd be happy to resolve the complaint as completed when my issue is resolved. So far I only know that my account should have been in order, since everything is in order, documents approved and full compliance from my side. It's a technical issue or a bug from Payoneer's side which is in work for over a week and will be resolved after new year as mentioned by you. 

   

  Looking forward to it. 

  Regards,

   

   

   

   

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

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

  Business Response

  Date: 01/11/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  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 ****** in ****************************. We specialize in facilitating cross-border B2B payments.
  
  The majority of the functions and access tot he account have been regained.
  There is a technical aspect that is being reviewed by our Developers at this time and will take additonal work to reactivate them.
  
  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 ** if you have any additional questions or concerns.  
  
  
  With kind regards,
  
  ****************************************** Employee ID: ****
  
  Customer Care Case Specialist

• Initial Complaint

  Date:12/04/2023

  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.

  Payoneer has commited to provide a business payment solution to "manage and move their money around the world" while "simplifying the payment experience for you and your clients".The nature of this dispute is to call out the business to fix their payments system that is difficult to use and error prone. After making a payment with Payoneer, their app shows a screen claiming that the payment failed and the business should try again. This is false!On November 1st 2023 at 10:28pm, I attempted to make a payment through the mobile app, which resulted in this error telling me that I should try again. So I logged into their website on my mobile phone and attempted to make the payment again, and at 11:30pm, it showed the same error telling me that the payment failed and that I would need to try again. I went to bed instead.The next morning I discover 4 emails that indicated that the payments had actually succeeded, not failed, so at 8:34am I called Payoneer to have them cancel one of them. They refused. They proceeded to open a support case that they then ignored for weeks until I called again. And several weeks later, they concluded their investigation by saying that they could not refund my money.The only reason I didn't care was because I was still paying the contract employee, so I just skipped one payment. At the end of the month, I attempted the 2nd payment on November 28th at 11:40pm. The payment again indicated that it had failed and that I should try again. This time I did not try again. I checked my email to find that it had succeeded.The business does not keep detailed and accurate logs of their application as I have provided all this information and they refuse to do any work to investigate the cause of this problem without screenshots of what is happening. This is alarming and a flagrant abuse of power for them to ignore such a problematic bug when dealing with sending money that cannot be unsent

  Business Response

  Date: 12/05/2023

  ******** ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** **************************** ********* *******
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear ***************************:
  
  In reference to your e-mail dated December 4, 2023, 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 ****************** Sender services online on August 24, 2023.  *** Payoneer services enables customers to send payments due for commercial transactions between businesses, from the payments they prefer (credit card, eCheck...).  *** services are utilized by customers via an online account, accessible by the customers via the Payoneer website (www.payoneer.com).
  

  Reviewing the cases you have opened, I can see the customer care associates requested a screenshot of the technical error and also instructed you to reconcile the difference with the receiver of the funds.
  
  I consider the technical issue as fixed - it did not occur again when you sent the new payment on 11/29/2023.
  
  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:12/01/2023

  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 order for 20 adsense ready website from payoneer . But they seller did not provided the service . Im asking for refund and did not get it . Payoneer also stated that the funds were refunded to my card but i did not recieved the funds . Please let me with this . I will wait for a resolution and after that if not solved then i will file case in consumer court in our state . Payoneer and the seller is clearly trying ti scam me by not refunding my funds . Im also attaching mail from payoneer saying the payment was cancelled and funds were refunded . My payoneet order ID ********* My mail - ********************** Arn : *********************** Sincerely **************************

  Business Response

  Date: 12/03/2023

  ******** ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** *********
  Dear *********************:
  
  In reference to your e-mail dated December 1, 2023, 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 send a payment to a Payoneer Account holder on  9/3/2023.  *** 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 (****************). *** type of registration is not linked to an official Contract Entity.
  
  Payoneer is unable to officially open a dispute resolution case for this payment and I have instructed *************** to contact their credit card company to open the official dispute.
  
  Once the credit card company reaches their decision, then Payoneer will be obliged to act accordingly.
  
  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: 12/13/2023

  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]

   

  Its really awful act by payoneer . They must have protraction for consumers. I already placed chargeback against you guys but you guys are rejecting and now its in arbitration . I did not received the service i paid for and you guys are running away with my money . Accept the chargeback and sent the refund asap or i will have to take this to consumer court .

   

   

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

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

  Customer Answer

  Date: 01/26/2024

  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]

   

   **** replied that payoneer rejected my chargeback which is totally wrong. They should investigate from their seller side and provide proper response so that **** can take decision fast

   

   

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

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

  Business Response

  Date: 02/06/2024

  ******** ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ******************************** ********* ******* ******** ********** ********* ** * ********
  
  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.
  
  Payoneer does not make the decision for any dispute and if the customer's credit card company opens a dispute and requests information, Payoneer wil respond with any requested information. The dispute is managed and decided by the customer's credit card company. If the dispute was lost, the customer should open their complaints with the credit card company. 
  
  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:11/29/2023

  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 have request for receive accounts, but the verification of URL is not approved for 20 days from the the day of submission. So I kindly request for review of my submission and verify it.

  Business Response

  Date: 11/30/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** **************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear ****:
  
  In reference to your e-mail dated November 29, 2023, 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 11/9/2023.  *** 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 (****************).
  

  On the same day the customer received an email thatthe account has been approved.

  *** URL has been requested and collected automatically by our system for any future use.

  *** customer has yet to use the account nor have they reached out to Payoneer ************* for any assistance.

   

  We suggest that the customer reach out to ****************** customer Support for any questions they may have before opening an official complaint.
  
  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: ****
  
  ************* Case Specialist

  Customer Answer

  Date: 12/06/2023

  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:11/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB I am consumer and user of ****************** which is a payment service to send and accept payments globally. I am using Payoneer from past one year for accepting payments from my clients and send payments to workers suddenly almost 15 days ago they blocked my balance and now i can't use Payoneer account and also my money are stuck in there and when i contact them almost 6 to 7 times they only said wait and wait relevant department doing review. What kind of review they are doing as a customer we trust this type of online payment service but they don't have right to do this with customers. My whole work is under effect because of this also my money stuck in there. If they don't want i use there service simple tell me i will prefer any other payment service but give me my money which Payoneer hold. My Payoneer details Email: ********************** Customer id: ******** Name: *********************** Regards ***********************

  Business Response

  Date: 12/05/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 11/29/2023, 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 08/30/2022.  *** 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 12/04/2023, 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.
  With regards to the withdrawal of remaining balance,it can be deflated in 6 months but no earlier than 06/03/2024 . 
  
  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: 12/05/2023

  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]

   The same thing Payoneer email to me but the main thing is of you don't want i will use your service anymore then okay i will find different alternative i use Payoneer for receive payments from clients but at least give me my funds you said it will *********** month if customer trust you and add or save funds in Payoneer then why you are doing this now I can't utilize my own money for 6 months that's not good. 

   

   

   

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

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

  Business Response

  Date: 02/14/2024

  ********** *********************** *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************* **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
   
  After an comprehensive review on 02/13/2024 of *********************** account and the related transaction, we believe that this is an allegation not supported by information we have on file. Our investigation indicates that the funds in question belong to the sender, and, as per our current understanding, the recipient  is not entitled for a refund. Therefore the decision is final and remains the same.
  All further actions have to be taken by **********************;directly with the sender of the payment.
  
  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: 02/17/2024

  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]

  Some months ago my account was block by ******************. On the time of my account was blocked my account balance was *******$. i have video proof of this. After my account block i send a email to Payoneer they said we didn't disclose the reason about blocking and you can able to withdraw your funds after 6 months. After that some days ago i received a email by Payoneer like you can able to withdrawal remaining funds when i open my account i was surprised the major amount from my account was disappeared and only 263.43$ left in my balance.

  After that i reached again Payoneer customer support and they said different statements i will attached the screenshots. First they said you need to send a confirmation from last sender which send you the last payment. Then they said we mistakenly send back your last payment to your last sender which sended the 3230$. I said it's not my fault it's your fault and before my account was blocked my total available balance was 3493.43$ and my last payment also was completed in status. ( Completed Status Payment is Not Reverseable).
  
  The last client who's send a last payment of 3230$ i have receipts, payment screenshot of that payment. Which is proof that the payment is legit and the client send us this payment for the project which they already got so it's a valid payment.
  
  Payoneer is use by many vendors, service providers and freelancers so how it is possible the client send you a payment then got the goods, project, services which he want then they are able to reverse the completed status payment and Payoneer helping in this and Became a part of scamming. It's completely impossible without interfarence of Payoneer so right now the Payoneer him self doing this scamming and the important thing Payoneer didn't send me a single email about this and without my permission they pick amount from my account which is very strange.
  
  
  After continuesly calling and emailing to Payoneer team then they said please send us a conversation between you and your last client as well the invoice. I send them all the proofs also the main thing is was the payment receipt, screenshot and also a screenshot of client account which client send us. So it's a bigger proof of that the payment is valid and also how it's possible i got the payment screenshots, receipt and client account screenshot? It's only possible when the account owner (Client) send us these. So it's a ******** on the face of Payoneer but they again said:
  
  
  Payoneer response After a comprehensive review of your account and the related transaction, we believe that this is an allegation not supported by information we have on file. Our investigation indicates that the funds in question belong to the sender, and, as per our current understanding, the you are not entitled for a refund.
  
  
  
  
  Basically the Payoneer knows they did a very big mistake and now doing different dramas for not give me my money back. I need to pay to my workers who did last project if Payoneer didn't give the money i need to pay from my pocket and the **** plus dollars is big amount for me.

   

   

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

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

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the **************, Payoneer blocked my account and subsequently sent me an email to that effect. I appealed their decision, and a reply stated firmly that I won't be allowed to use their platform because my account "went against their Terms and Conditions". They also stated that they would not reveal the nature of the particular contravention of their Terms and Conditions. After much back and forth, it became clear that they were unwilling to reinstate my account, in spite of my entreaties. They even asked me to open another account with a different email address, which I've done, but till date I have not received a response.I've been using Payoneer since 2014 to receive payments online with no issues. I have a course on Udemy which I have not been able to receive earnings for since October when this happened. Udemy allows instructors to receive payouts via PayPal and Payoneer only. I cannot use PayPal because of country restrictions, only Payoneer. If only Payonner could reveal why they closed my account, then it would be bearable to know why they axed my account. But no, they would not reveal the reason, according to their support staff. In addition, they will not reinstate my account. I find this quite unethical and frustrating. I would love for BBB to intervene in this situation and compel Payoneer to restore my account. I want my account reinstated because there's no other way to receive my payment from Udemy, and their action is killing my business.Thank You.

  Business Response

  Date: 11/29/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  Dear ***********************:
  
  In reference to your e-mail dated 11/28/2023, 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 07/14/2017.  *** 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 10/06/2023, 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: 11/29/2023

  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 do not have any other means of receiving payments online. This action is tantamount to killing my business since I cannot receive payments through any other means except Payoneer.

  I have a family to take care of, but since this incident occurred I have not been able to receive my earnings. 

  Granted, Payoneer has terms and conditions governing account ownership, but it is cruel and inhumane to terminate my account and not give a warning or 2nd chance. I run legit business online but because of this situation my business is endangered, and by extension my livelihood. 

  I ask for a 2nd chance. No one is above mistakes. Please give me a 2nd chance. 

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

  Business Response

  Date: 12/03/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************* **** ************** ***** ********************************** ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:

  After an additional review on 12/03/2023, the decision to block the account remains the same. 

  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.

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

  Customer Answer

  Date: 12/06/2023

  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,
  
  ****** *****