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:01/05/2024

  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: ****

• Initial Complaint

  Date:01/03/2024

  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.

  Customer id: ******** Transaction id: ********* I transfered money from payoneer to my recipient's account in ********, ********************** comits to send the money to my recipient but still there's nothing showing up in the bank of my recipient. I contacted payoneer and they said they'll provide me the proof of payment in next 48 hrs but it's over that time and i still haven't heard from them unless i call them my self. I can provide screenshots of transaction. Also the date of payment sent was 26th dec.

  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 *********************************** (the Customer) registered to ****************** services online on 06/24/2021.  *** 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 ***********************************'s Payoneer account details and activities, which included an extensive investigation and careful consideration, on 01/07/2024, we would like to advise that payment was transferred successfully on 12/26/2023 and Proof of Payment was provided on  01/03/2024.  Delay in providing Proof of Payment connected to New Year Holiday and banks not working during it.
  
  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:12/27/2023

  Type:Sales and Advertising 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 was a loyal user to their platform for 8 years, I brought new clients to them in the meantime. I only used their platform to move the funds from my work as a freelancer from Upwork. I emigrated from ********* into ******** due to the humanitarian crisis, and I had to go to a lengthy process to change my address. They required all sorts of impossible paperwork (like rent contracts or utility contracts) with your name on them, which is pretty much impossible if you're renting under some sort of an immigration waiver due to the humanitarian situation. They continue to demand that paperwork, and we were More than one person living in the same apartment. My ex girlfriend, a friend... And me. She is a dual citizen (*********/**********) so she could get things put to her name in ********, the other guy was also a dual citizen (**********/*******) so, he couldn't put contracts to his name legally, but he could show his ******* passport and get a better treatment than whatever a ********** migrant can get. In the end, they cancelled my account. After years of working without issues, without breaking any applicable laws, and, most important... Without an explanation... They claim that their TOS gives them the right to cancel any account in any moment without further explanation. There is no other service like Payoneer, so, I can't just open an account in other company and start over.

  Business Response

  Date: 01/02/2024

  *************** ** **** ***** ** ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ***************************** * ********* ******* ******** ********** ********* ** * ********
  
  Dear ***************************** :
  
  In reference to your e-mail dated 12/27/2023, 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 10/16/2014.  *** 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 01/02/2024, 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.
  
  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: 01/03/2024

  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:

   

  It isn't fair. I can count with my fingers the people I sent money to, and I received money from. Companies such as Upwork, and other Payoneer clients who worked and lived with me in the very same address. 

   

  If you have any issue with my address papers, I get it, we were 3 people under the same roof and I couldn't put any contracts or services on my name due to the fact that the *** (the temporal permit issued by ******** for ********** immigrants) is not accepted to open bank accounts or make contracts. 

   

  Can I provide documentation from my ********** address or are you still blocking ********* due to the sanctions?

  [Your Answer Here]

   

   

   

   

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

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

  Customer Answer

  Date: 01/23/2024

  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 isn't active. It's stuck in some sort of a limbo. I can login, but I can't get payments because Upwork payments get rejected every time I try. Upwork says is a Payoneer issue. And Payoneer says is an Upwork issue. They're passing the buck. 

   

   

   

   

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

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

  Business Response

  Date: 01/28/2024

  ******* *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************* **** ************** ***** ****** ******** ********** ******* ******** ********** ********* ** * ********
  
  Dear ****** ******** :
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
   
  After an additional review on 01/28/2024,we c an see that payment from Upwork was successfully loaded on 01/25/2024 to the ******************************* USD balance. 
  Please feel free to contact us if you have any additional questions or concerns.  
  
  With kind regards,
  ***************************** Employee ID: ****

• Initial Complaint

  Date:12/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I have been working with Payoneer for almost a year now to facilitate transfer from fiverr into my local bank as I work as a freelancer. I requested a withdrawal of $292 from Fiverr to my bank through my Payoneer as usual and they messaged me with a confirmation that it has been sent and the estimated deposit date was 25th December, It is now 27th and they still have not deposited this money. This was my entire month's work and I urgently need this sorted out because I have no other funds

  Business Response

  Date: 12/28/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 12/27/2023, 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 12/04/2022.  *** 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, we can see that he was already contacted by our ************* team and advised that payment in question should be loaded to his account on 12/28/2023. *** delay occurred due to weekend and Christmas holidays.
  
  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:12/26/2023

  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.

  I made payment from my payoneer account to bank account details of wise of another person. His bank account was blocked so the money was refunded to my payoneer account and wise provided proofs of refund but i continued to wait the money to be back to my payoneer account with no result then my payoneer account was blocked so i contacted payoneer customer service so many times and they continued to tell me that no money was returned despite of all proofs i provided and trace id of refund.All this time i was seeking a way to complain against payoneer as i am not from *** until a friend give me a link to this website and told me that you will take necessary actions. Please help me return my money back as it is a big amount of money for me .Date of transaction 21 February 2022.Payoneer transaction id number ********* Wise reference id of payment rejection ************************************ * will upload all documents. Thanks in advance

  Business Response

  Date: 01/03/2024

  ******* ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to the customer's rejection, with respect to Complaint # ********, we hereby respond to you as follows:
  
  On the same day I sent the original reply, I also sent some updates directly tot he customer using their registered email address on the account: **************************

  I informed the customer that the funds are indeed with ****************** and we need a new bank account to send them to under his own name

  It is best that the customer provide a copy of their bank statement to ensure all details are correctly used when transferring the funds.

  This email was sent on December 31, 2023 and no response has been provided until today.
   
  Please feel free to contact us if you have any additional questions or concerns.  
  
  
  With kind regards,
  
  ****************************************** ******** *** ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 01/03/2024

  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]

  Hi Payoneer:

   

  Please send my funds **** usd to this account details:

   

  Bank ************************** **** ******** ****** 

   

  Bank Location: ************* 

  Account Type: Checking 

   

   Swift Code: ******** 

   

   9-Digit Routing Number: ********* 

   

  Bank Account Number: ************** 

   

   Bank Address: ********************* ********, ** *****

   

  Account Holder Name : *************************

   

   

   

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

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

  Business Response

  Date: 01/09/2024

  ******* ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  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.
  
  The account has been adjusted and ****** may now log in to add new banking details under his name.

  Once the details added, they shul be automatically approved and ****** may continue to withdraw the funds.

  I have sent a notification email to ****** and he may reply there as needed for assistance.
  
  We would like to take this opportunity to thank you and ****** for providing us with their feedback and regret the inconvenience caused. 
   
  Please feel free to contact us if you have any additional questions or concerns.  
  
  
  With kind regards,
  
  ****************************************** Employee ID: ****
  
  Customer Care Case Specialist

  Customer Answer

  Date: 01/31/2024

  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:12/26/2023

  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 withdrew the amount of EUR ********, transaction ID *********, and the amount of ******** EUR, transaction ID *********, from my personal account in PayPal to my bank account details in Payoneer. The two payments arrived on 5/31/2023. Payments remained pending. Until Payoneer canceled payments on June 7, 2023. It returned only one payment to PayPal, so I corresponded with Payoneer customer service a lot of time because the payment was not returned to my PayPal account, and the response was yes, it did not return. We need bank account details to send money back. I sent account and did not receive anything, and Payoneer says that the payment was sent, and ****** says that we did not receive anything.

  Business Response

  Date: 12/27/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated December 26, 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 March 28, 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 (****************).

  *** customer provided the banking details to ****************** on August 134, 2023 in order for us to transfer the funds to their bank as the return to PayPal failed.

  On August 15, a transfer was made tot heir bank and an **************** Return Confirmation was sent via email to them.

  Payoneer has not received any response to the email that was sent or any additonal request for information since August 25th when they opened a chat with our customer care team. From the context of the chat, it appears the customer is expecting the funds in their PayPal account and not in the bank account that the details were provided.

  A response has been sent again today by me requesting clarification if the customer has reached out to their bank for assistance. *** document was provided again and may be used to assist the bank in locating the funds.

  *** customer may respond to the email personally sent to day with any additonal information or need for assistance.

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

  
  

  
  

  Customer Answer

  Date: 01/11/2024

  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:12/26/2023

  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.

  Dear bbb i am zia ur rehman I have been a Payoneer user since 2019, relying on their services for my small business, freelancing activities, and transactions on platforms such as Amazon and ***** Unfortunately, my account has been unexpectedly blocked by Payoneer, and I am currently in a challenging situation due to the associated complications.The primary issue revolves around a pending verification process for the withdrawal of funds to my bank account. This verification was successfully completed and approved in 2019. In an effort to resolve this issue, I submitted additional documents, including address proof and a utility bill, as requested by Payoneer. However, despite these efforts, there is still an unresolved pending verification on my account. I have submitted my bank documents multiple times through the verification center, only to receive repeated rejections without clear explanations.Moreover, Payoneer offers receiving accounts for users to accept payments globally with various routing options, SWIFT, IBAN, etc., in different countries and currencies. One of my receiving accounts is based in the ***. Unfortunately a recent transaction of **** AED from a client has not been processed, causing further financial strain.Below are my bank details for your reference:Beneficiary : zia ur rehman /IBAN: ********************** / Swift code: *********** I am reaching out to you with the hope that the BBB can assist in mediating this issue andfacilitate communication with Payoneer to promptly resolve the pending verifications and release the funds that are rightfully mine. The lack of clarity and communication on Payoneer's end has left me in a difficult situation, and I believe that your intervention can help expedite the resolution of this matter.I appreciate your prompt attention to this urgent matter and look forward to a swift resolution. If there is any additional information needed from my end, please do not hesitate to contact me Payoneer id: ********

  Business Response

  Date: 12/28/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated December 27, 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 Zia Ur Rehman (the Customer) registered to ****************** services online on 11/30/2019.  *** 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 the customer's ****************** account details and activities, which included an extensive investigation and careful consideration, on 12/24/2023, 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.
  
  With regards of the incoming payment for ***** AED, they are currently pending in our system to be returned to the initiator, ABUBAKAR DILAJAN PIR GHULAM2/PO B. This should be occurring in the next 24 hours now that the banking system is back working from the Christmas Holidays.
  
  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: 12/28/2023

  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:

  Hello BBB The payment is not yet returned to the initiator please attached the returned status screenshot and also i want my payoneer account reinstate because

  i share these bank details already with my old and new clients and i have alot of work pending because of my payoneer blocked Kindly request payoneer to give us a last chance i will never repeat this i appologize to payoneer please give us last chance and reinstate my account i will never repeat this mistake again in my all life Thank you

   

   

   

   

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

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

  Business Response

  Date: 12/31/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear ******:
  
  In reference to your e-mail dated , 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 11/30/2019.  *** 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 the customer's ****************** account details and activities, which included an extensive investigation and careful consideration, on 12/24/2023, 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.
  
  With regards of the incoming payment for ***** AED, they have been cancelled and sent back to the sender.
  
  We would like to take this opportunity to thank you and Zia 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:12/20/2023

  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.

  Payoneer email address ***************************** Reference number: ************* Ive been waiting for an update regarding this case for ages now, when will you verify whatever the **** you want to verify already? You told me 3 business days, its been more than that already!

  Business Response

  Date: 12/27/2023

  ********** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ************************ ********* ******* ******** ********** ********* ** * ********
  
  Dear ***********************:
  
  In reference to your e-mail dated 12/20/2023, 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 07/04/2019.  *** 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 ************************* Payoneer account details and activities, which included an extensive investigation and careful consideration, on 12/26/2023, we would like to advice that account approved and fully active. Newly added bank account details were approved as well.
  
  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:12/19/2023

  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 refuses to credit my card with $1421.40 of fraudulent charges. I have tried to contact them but they have never gotten back to me. That has been over a month ago. I was doing business with Book Hives Literary Studios. ********************* owner, ***********, **. ********************* said his IT guy took off and apparently he took my card number with him ! These charges were all made from October 14th to Nov. 1st 2023. I did not authorize these and PAYONEER refuses to credit my card ! This hassle has been going on since November 2, 2023. **** keeps sending me forth and back between Dispute and Security and the charges are back on my card again !

  Business Response

  Date: 12/24/2023

  ******** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *******:
  
  In reference to your e-mail dated December 19, 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.
  
  The Customer who submitted the complaint *********************** (the Customer) registered to ****************** services online on August 13, 2023.  The Payoneer services registered for enables customers to send payments due for commercial transactions between businesses. This service is a non-contractual service and is used to send payments to Payoneer Account Holders who send a payment request link.

  Following our review of your Payoneer account details and activities, which included an extensive investigation and careful consideration, *************** in regards to the unauthorized charges mentioned in your email below:
  
  10-24-23 $185.40
  
  10-25-23 ******
  
  10-29-23 ***.
  
  10-29-23 ******
  
  11-01-23 ***.
  
  Total $1421.40
  
  The only payments initiated from *****'s credit card to a Payoneer Account holder are the following:
  
  August 11, 2023 for the amount of ****** USD
  
  September 1, 2023 for the amount of ****** USD
  
  We do not see these payment listed in the records with us not do the add up to the total amount mentioned of $1,421.40 USD.
  
  Regardless, Payoneer does not provide conflict /dispute resolution for this service and ***** should open an official dispute with their credit card company for any needs to retrieve either the 5 payments you have mentioned or the 2 mentioned by me.
  
  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: 12/29/2023

  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.
  
  *************************************************