Complaints

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

• Initial Complaint

  Date:05/19/2023

  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.

  My job, Appen sent my money that I earned to Payoneer on May 11th. Payoneer says it takes up to 3 business days to then get to the bank. In the past several years this has been the case except for one other time that I'll mention later. Today is May the 18th, one week later and no money in my bank account.Their website says pending with no reason given. After looking around the site I saw my license was in review, which I found very odd as they've had a copy of it for years and it has not expired. So I went to chat with Payoneer and the guy had no clue whatsoever and wanted me to wait til next week. I asked to speak to a supervisor and he refused.I called and asked to speak to a supervisor, while doing so all of a sudden I get an email telling me my driver's license file is corrupt or they can't see the image, which is not true as they've had it for years. I uploaded it and still my payment is pending. I asked to speak to a supervisor and was told 15 minutes. Then he changes the story to they'll call me in 2 hours. No phone call. I called back and she wouldn't get me to a supervisor. By then it had been 3 hours of waiting on a supervisor and she told me it will be another hour. It's a cat and mouse game with them.Back up to January or February of this year and they held another of my payments. The reason this time was I was past due to submit something for tax purposes. Again, I had no clue as they never sent me an email telling me they needed something. Just like my license they should have told me on May 11th so I'd be paid on time. Same thing with the tax document.So I need to speak to a supervisor so they can fix their system so these types of things don't keep happening and so I can get my money they are making interest on.

  Business Response

  Date: 05/30/2023

  *** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  Dear *********************:
  
  In reference to your e-mail dated May 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.
  
  *** Customer who submitted the complaint *** ************************* (the Customer) registered to ****************** services online on May 3, 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 (www.payoneer.com).
  
  According to our records, the referenced payment, was processed and transferred to the ************** account on May 18, 2023.  We placed a call to ******************, on May 23,2023, to confirm whether his payment was received.  I am most happy to confirm that the Customer did in fact receive the referenced payment deposited to his bank account.  ****************** provided the documents requested to complete his account verification and so we do not expect any further delays in the processing of his payments.
  
  We would like to take this opportunity to thank you and ****************** for providing us with his 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 Specialists

  Customer Answer

  Date: 06/02/2023

  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. The date is completely incorrect as to when I received the money, but I did receive it. If they don't fix their system on the poor communication I'll be filing another complaint.
  
  Sincerely,
  
  ****** "*****" *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2023

  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 have contacted Payoneer numerous times and the company has failed to fix my issue.I have no access to transfer my money to my bank account and my bank account is ************************* is holding my funds hostage and I want this fixed immediately.

  Business Response

  Date: 05/25/2023

  *** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ********************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *********************:
  
  In reference to your e-mail dated May 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.
  
  *** Customer who submitted the complaint ********************************* (the Customer) registered to ****************** services online on February 24, 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 (www.payoneer.com).
  
  During registration the Customer requested payments received from their partner company, *************** be transferred to their bank account.  ******************** submitted her bank account details and her request to receive payments was approved.
  
  *** referenced payment was received to the Customers Payoneer account on May 5, 2023 and was transferred, by Payoneer, to the bank account details she provided.  On May 10,2023 we were notified by the beneficiary bank that the transfer could not be completed and the funds were returned to Payoneer and an email was sent to the Customer notifying her of this.  According to the bank the bank account details were invalid or incorrect.  While ******************** re-registered her bank account several times since the bank account details were identical to the original account information provided.
  
  On May 23, 2023 we contacted the Customer and asked that she verify, with her bank, the bank account number. ******************** had previously provided a bank statement and also verified,during the call, with her bank.  With her confirmation we registered the correct bank account number.  On May 24, 2023 the Customers payment was reprocessed and sent to her corrected bank account information.  We consider this matter to be resolved.
  
  We would like to take this opportunity to thank you and ************************************ for providing ** with his 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 Specialists

• Initial Complaint

  Date:05/16/2023

  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 a top-rated Upwork freelancer who has relied on Payoneer since July 2020. But on Dec 29, 2022, my account was abruptly blocked [SCREENSHOT-1] with no explanation, leaving me helpless. Neither Payoneer's customer service nor their ******* team provided answers or assistance [SCREENSHOT 2]._______In desperation, I contacted Payoneer's ********** ******************** which resulted in a dialogue with a Case Specialist. Despite providing all requested documents and details for account verification, my over $56,000 account remained blocked with no proper explanation. _______A devastating review on Jan 11, 2023, stated I couldn't regain access for 180 days [SCREENSHOT 3 and SCREENSHOT 4]._______Adding to my already challenging situation, on April 2nd, my wife suffered an injury, leading to numerous hospital visits (17+ So far). To cover the mounting medical expenses, I had to drastically cut down on everything. As a result, my freelance clients disappeared, leaving me with no income._______The $56,000 in my Payoneer account was intended to serve as my emergency fund during times like these. With each passing week, my situation grew more desperate, and waiting for the 180-day period was no longer feasible._______Presently, 138 days have elapsed, I am not interested in complex explanations laden with legal jargon. _______All I want is access to my own funds, which I need urgently to cover the mounting expenses. I have never engaged in any illegal activities, and I possess all the necessary documentation to substantiate each payment I received. This money represents my hard work, and now, more than ever, I require its release._______I've turned to the Better Business Bureau (BBB) today to help resolve this matter as I feel frustrated and cornered by Payoneer's unexplained actions. I implore your assistance in regaining access to my funds, vital in my current predicament._______Reference Number: ************* Customer ID: ********

  Business Response

  Date: 05/19/2023

  *** *** **** *********************** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** ****************** ********* ******* ******** ********** ********* ** * ********
  
  Dear *****************:
  
  In reference to your e-mail dated May 16, 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 July 11, 2020.  *** 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 Customers account details, which included an extensive investigation and careful consideration, on December 29, 2022 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.  Regarding the remaining balance in the account, the ****************** Account Terms and Conditions states the following:
  
  We may close, suspend, or limit your access to your use of the Payoneer Services and/or limit access to your funds for up to 180 days (or longer if pursuant to a court order or other legal process) if you violate these Terms and Conditions or any other agreement you enter into with Payoneer, or pursuant to any proprietary fraud and risk modeling used by Payoneer when assessing the risk associated with your use of the Payoneer Services. We may also limit your access to funds per the instructions of law enforcement or our regulators.
  
  At the moment we cannot allow the funds to be withdrawn.  ************** should contact ** after June 30,2023 regarding the balance. 
  
  Payoneer strives to strike the right balance between accommodating our account holders'financial needs, while also prudently managing risk controls for ** and for our users.
  
  Moreover, a financial institution is generally entitled to ask any customer to move their business activities elsewhere. ***y do not need to provide a commercially reasonable justification for doing so. *** relationship between a financial institution and its customers is essentially one of contract. That means the relationship between Payoneer and a customer is governed by the account agreement between them. Payoneer's account agreement expressly provides that a relationship may be terminated.
  
  We would like to take this opportunity to thank you and ************** for providing us with his 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: 05/19/2023

  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:

  
  Dear *******, (Case Specialist, Payoneer)
  
  Thank you for your detailed response to my complaint (# ********), which I submitted through the Better Business Bureau. I understand the parameters within which Payoneer operates, and I am well aware of the importance of adhering to legal and risk management requirements.
  
  However, there seems to be a disconnect in our conversation. The predicament I find myself in, following the suspension of my account, is both severe and urgent. While the principles of due diligence are integral to any financial institution's operations, the abrupt suspension of my account without any clear cause or communication has pushed me into an extremely challenging circumstance.
  
  The funds in question, which are currently held in my Payoneer account, are the result of legitimate work carried out on the Upwork platform and direct payments received via the Payoneer platform. These transactions all involve verified clients and legitimate sources. I would like to emphasize that there has never been any questionable activity associated with my account. I am more than willing to provide any necessary documentation to confirm this.
  
  While I understand that Payoneer's policies are designed to mitigate risks and protect its business and clients, it's essential to remember that these same policies should not overlook the legitimate, urgent needs of the clients they're designed to protect. As it stands, Payoneer's decision to maintain my account's suspension until June 30, 2023, is in line with its regulatory obligations but overlooks the real, life-altering circumstances that I am currently navigating.
  
  Given the unforeseen medical challenges faced by my family, the application of the 180-day policy feels excessively punitive, rather than protective. Therefore, I appeal to Payoneer to consider these specific circumstances and engage with me to find a more empathetic and immediate solution.
  
  The current situation calls for an urgent review and, if possible, a reconsideration of Payoneer's position. The funds in my account are a testament to my hard work and dedication and are critical for my family's wellbeing. Would it be possible to expedite the review process given the exceptional circumstances at hand?
  
  I reiterate that I am fully prepared to cooperate with any additional verification process or provide any further documentation that Payoneer may require to facilitate this.
  In such a crisis, the action, or inaction, of a single entity can make a world of difference. I sincerely request Payoneer to reassess my situation with a sense of urgency, prioritize my case, and demonstrate its commitment to its clients, not just in adhering to legalities and regulations, but also in acknowledging the human element at the heart of its operations.
  
  Thank you for your understanding and prompt attention to this matter.
  
  Sincerely, 

    

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

  Business Response

  Date: 08/08/2023

  ****** ** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****************************** ********* ******* ******** ********** ********* ** *********
  Dear ******:
  
  In reference to the rejection of the original response 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 July 11, 2020.  *** 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 (****************).

  We can understand that it can be very inconvenientnot to mention frustrating to get a notice saying that the account is blocked and funds are frozen. Financial institutions can freeze money for a number of different reasons, ***** may freeze bank accounts if they suspect illegal activity such as money laundering, terrorist financing, misusing our services, or violating the account Terms and Conditions. 

  *** following are the top three reasons why funds MAY be frozen. 
  
    Creditors can seek judgment against you which can lead Payoneer to freeze your account. 
    *** government can request an account freeze for any unpaid taxes or student loans. 
    Payoneer may freeze funds if we suspect illegal activity such as money laundering, terrorist financing, or misuse of our services. 
  
  *** bottom line: Payoneer has the right, in its sole discretion, to suspend any account and freeze any funds if we suspect that the account holder is engaged in unlawful or suspicious activity. Our decision about funds freeze  may be based on confidential criteria essential to our management of risk. We may be restricted by regulation or a governmental authority from disclosing certain information to you about such decisions. We have no obligation to disclose the details of our risk management or security procedures to any customer or third party stakeholder without an official Subpoena from the appropriate authorities. 
  
  We confirm that the account's current balance  55,662.75 USD  the funds are considered to be "blocked" with no future date of potential release.
  
  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: 08/10/2023

  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:

  Dear ****************************************** and Payoneer Team,
  
  I am writing in response to your latest communication regarding Complaint # ********. I must express my growing frustration and confusion as the information continues to change without clear explanation.
  
  1-Shifting Explanations: Your earlier communication mentioned a subpoena and the non-standard nature of my case, yet now you present three potential reasons for freezing my funds. This inconsistency only adds to my anxiety and confusion. What is the actual reason, and why is this information changing?
  
  Rebuttal to Possible Reasons:
  
  1)Creditors' Judgment: I have no creditors whatsoever, so the possibility of someone seeking judgment against me seems baseless.
  2)Unpaid Taxes or Student Loans: As a non-US resident, I am not a defaulter on any loans or taxes. This reason does not apply to my case.
  3)Suspected Illegal Activity: I have earned all my funds legally through platforms like Upwork and direct contracts. You may verify my earnings on my Upwork Profile (******************************************************). I have all the necessary documents to support my earnings, so this categorisation is inaccurate and unjust.
  
  2- Lack of Priority: Despite the claim that my case is special, Payoneer has done nothing to prioritize or expedite the resolution. We live in a digital world where a video call or other immediate communication could have been arranged to verify all required documents. Why has this not happened?
  
  3-Disparate Treatment: I still need an explanation as to why similar cases are treated differently,I have been informed about a similar case (Customer ID: ********* within my community. The situation was resolved, and the funds were released within 10 days. Why does my case, seemingly comparable, endure different standards? with some resolved quickly and others, like mine, dragged on for over 180 days.
  
  4-Communication Blackout: I must highlight that after July 11th, I experienced a complete blackout from Payoneer's side, with my emails going unanswered. The only recent communication was the same message, merely to inform me of your response to my BBB complaint. This behavior adds to my alarm and dissatisfaction.
  
  5-Blocked Funds: The blocked balance of ********* USD, without a release date, is life-altering. If I ever broke any rule, please specify which one, or release my hard-earned money immediately.
  
  In the past seven months, I have approached this distressing situation with professionalism, calmness, and humility. My patience has been anchored in trusta trust in both Payoneer as a platform and in organizations like the BBB to aid in resolving this alarming issue with my remaining balance of ********* USD. However, this patience is nearing its end, and my faith is wavering.
  
  I must emphasize that I have already begun discussions with legal consultants. While I sincerely hope we can find a solution without resorting to legal action, I want to assure you that I am committed to securing what is rightfully mine. Should legal proceedings commence, the inadequate and seemingly apathetic behavior displayed by Payoneer support will undoubtedly affect public perception and potentially impact Payoneer's public relations efforts.
  
  I urge Payoneer to recognize the gravity of this situation and to approach it with the diligence, empathy, and expedience that it demands. The time for vague explanations and unresponsiveness has passed. I expect a clear, actionable response, one that reflects the fairness and responsibility that I believed Payoneer to represent.
  
  Please consider this a final plea for a just resolution. Your immediate attention and decisive action are not merely requested; they are essential.
  
  Sincerely,
  
  ******************************
  
  
  
  
   
  

• Initial Complaint

  Date:05/16/2023

  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 get paid through Payoneer. I work as a freelance out of *******. They were asking me First Proof of my residence. I sent A bill with my wifes name in it. Now they are demanding me to send my certifcate of Marriage. I dont think its necessary. Thats personal information and they charge me for every transaction that I make. I dont get any other money than my salary from Payoneer.I would really Appreciate if you can help me to resolver this dispute. I just want to Cancel a physical card that I requested from them on March 1st so I can order a Virtual card to expedite my transactions. They decline to cancel it because I dont have a **** with my name in it.Please help. I have been dealing with this for more than one month and at this point, Im exhausted and ready to better look for another Job Thanks in advance

  Business Response

  Date: 05/18/2023

  *** *** **** *********************** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** *********************************** ********* *******
  
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear **********************************:
  
  ** reference to your e-mail dated May 16, 2023, with respect to Complaint # ********,we hereby respond to you as follows:
   
  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 ****************************.
  
  The Customer who submitted the complaint **************** ************************* ****** (the Customer) on February 20, 2023 opened a ****************** account in order to be able to receive commercial payments through Payoneers Payment Request service.  On March 1, 2023, ****************** ****** requested to add the Payoneer Prepaid Mastercard to his account for easier access to his funds. To review this request we asked that he  provide documents for verification purposes.  The request for documents applies for any card issued by Payoneer, both physical and virtual.
  
  We have reached out to the Customer to clarify which documents are required.  We have explained this is not simply a request made by Payoneer and is not something we may negotiate.  Collecting documents verifying our account holders identity for issuing a card is a requirement and there is no exception.  It is not our intent to make things complicated or to frustrate our customers.  Payoneer strives to strike the right balance between accommodating our customers while complying with the rules and regulations by which we are governed.
  
  We would like to take this opportunity to thank you and **************** ************************* ****** for providing ** with his feedback and regret the inconvenience caused.
   
  Please feel free to contact ** if you have any additional questions or concerns.  
  
  With kind regards,
   
  *******, Employee ID: ******
  
  ************* Case Specialists

  Customer Answer

  Date: 05/22/2023

  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:05/16/2023

  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.

  am writing to complain about the poor customer service I have received from ******************** have been a customer of ****************** for over 9 months and have always been happy with the service until recently. In November 2022, I noticed that unauthorized transactions had been made on my Payoneer account. I immediately contacted Payoneer customer support to report the fraud.I was told that an investigation would be conducted and that I would be contacted with an update within 10 business days. However, I have not heard back from Payoneer since then. I have called customer support several times and have been told that my case is still under investigation.I am very disappointed with the lack of customer service I have received from ******************. I have lost money due to the unauthorized transactions and I am still waiting for a resolution.I am requesting that Payoneer refund the unauthorized transactions and provide me with a satisfactory explanation for the delay in their investigation.I have all the documents including email correspondence informing Payoneer that my account had been hacked. I have invoices of the legal transactions and the transaction ID of all unauthorized transactions. I have provided all these to Payoneer.I look forward to hearing from you soon.Sincerely,******.

  Business Response

  Date: 05/18/2023

  *** *** **** *********************** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** *** ***** ********* ******* ******** ********** ********* ** * ********
  
  Dear ***************:
  
  In reference to your e-mail dated May 16, 2023, with respect to Complaint # ********,we hereby respond to you as follows:
   
  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 ****************************.
  
  *** Customer who submitted the complaint ************************* (the Customer) registered to ****************** services online on July 7, 2022 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 contacted ****************** on November 17, 2022, to report unauthorized access to his Payoneer account.  *** ******** claimed that his Payoneer online account had been hacked and several transactions processed without his knowledge or consent.
  
  Payoneers Cyber Security Team launched an investigation into the Customers claim and concluded  that there was no breach of Payoneers platform security and no hacking of the Customers account.  While we appreciate the significance of the disputed amount, after an investigation completed by us the case is now considered closed.  Payoneer will not refund ************
  
  We would like to take this opportunity to thank you and ************************* for providing us with his 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 Specialists

  Customer Answer

  Date: 05/19/2023

  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]

   Payoneer wrote an email to me informing me that they will not be issuing a refund to me. They claimed lack of sufficient evidence that my account was hacked. I appealed the decision and they have written another email saying they uphold their initial decision.
  I want to point out four things;
  1. Payoneer acknowledged that my account was indeed hacked (check the email correspondence I sent), and they worked to restore it back to me.
  2. The company restored access to my account on 12th January 2023 and they informed me via email, at which point I accessed my account for the first time since November 2, 2022.
  3. I reported the hack and the unauthorized transaction to Payoneer in November 2022. They did not respond to my emails since February. They only did so in May after I pressured them through their instagram page.
  4. In their emails, they claim that I reported the case on May 5th 2023. This is incorrect, I reported the case in November 2022.
  
  
  I have all the emails from them and the ones I sent to them. I also have instagram screenshots of our conversations.
  I have attached their recent emails to me.

   

   

   

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

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

  Business Response

  Date: 06/22/2023

  **** *** **** ********** *************** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** *** ***** ********* ******* *** ******** ********** ********* *** ********
  
  Dear ***************:
  
  In reference to your e-mail dated May 16, 2023, with respect to our response dated May 25, 2023, to Complaint # ********, we hereby respond to you as follows:
  
  Thank you for contacting us again. We are sorry that ************************ remains dissatisfied with our reply and is trying to make a stronger case for his complaint.
  
  As stated in our previous reply, we found the Customer neglected and omitted to do something he should have done, keeping his log in credentials safe.  While this might be,upon further review and consideration, we have reached out to *** ******** to offer a solution.
  
  Please be advised we will be taking internal measures to ensure this does not occur again in the future. In addition, we have made some suggestions and provided some helpful tools to the Customer for keeping his account safe.
  
  We consider this complaint to be resolved.  Please feel free to contact us if you have any additional questions or concerns.
  
  Kind regards,
  
  *******, Employee ID: ******
  
  Customer Care Case Specialist

  Customer Answer

  Date: 06/29/2023

  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.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/15/2023

  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 had a payment issue with Payoneer going on 4 weeks now. I've been give a case number and repeatedly told that they will resolve the issue and no issue is or has been any attempt to resolve. [Reference Number: *************]. We our bank info was disconnected and we have asked repeatedly to reset the account or reconnect the account. We continue to be told 24hrs, 48 hrs, 2-3 business days without any action.We are at the point now where their words are meaningless. They deliberately mask they phone number so as to not receive any calls.

  Business Response

  Date: 05/24/2023

  *** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** ****** ***** ********* ******* ******** ********** ********* ** * ********
  
  Dear ****** ****:
  
  ** reference to your e-mail dated May, 16, 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 25, 2016. *** 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 (www.payoneer.com).
  
  According to our records the Customers chosen method of payment for receiving payments from their partner, ********************** is via their PayPal account.  On April 20,2023 we were notified by PayPal that a payment that was transferred to Mr. ******* PayPal account on April 18, 2023 could not be processed and was returned.  Our standard practice, for returned payments,is to block the PayPal details.  This is done in an effort to avoid any further rejected payments. 
  
  An email was sent to **************** on the same day,April 20, 2023, notifying him of this returned payment.  On April 25, 2023, the Customer contacted ******************* ************************ to request assistance in updating his PayPal information.  A link to register the PayPal information was provided to ****************, however, he notified ** that he was receiving an error message when clicking on the link.  I am happy to confirm that a new link was created and on May 16, 2023 the Customer was able to register his PayPal account for receiving payments.  All payments pending in the Customers account have since been processed and we consider this complaint to be resolved.
  
  We would like to take this opportunity to thank you and **************************** for providing ** with his feedback and regret the inconvenience caused.
   
  Please feel free to contact ** if you have any additional questions or concerns.  
  
  With kind regards,
   
  *******, Employee ID: ****** 
  
  ************* Case Specialists 

  Customer Answer

  Date: 05/24/2023

  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:05/11/2023

  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'm a content publisher who runs a blog on ******************** and get paid by Mediavine to display advertisements on my website. I also have an online shop where I sell digital products.I use Payoneer to receive my earnings and payments from clients. On the 3rd of May, my account balances and card was suddenly blocked without prior warning. I was asked to submit some documents for verification about two weeks before this incident which I did but my account is still under review. I've contacted Payoneer customer support on several occasions and keep getting the same response that I need to wait for an update from the *************. Typically, the verification process takes between 3-5 business days but mine is taking too long. I would love Payoneer to communicate properly with me and reactivate my account as soon as possible. I usually receive payments in the first week of the month and if my account is still blocked by June, I'll be unable to receive my earnings from Mediavine. Here's my Payoneer customer ID: ********. Thank you so much for your assistance in this matter.

  Business Response

  Date: 05/24/2023

  *** *** **** ********** ************* *** ****** ******** ****** ******* ************ ******** ****************************************************************************** ****** ************** **** ************** ***** *** ***** ********* *******
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear ***************:
  
  ** reference to your e-mail dated May, 16, 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 October 22, 2016. *** 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 (www.payoneer.com).
  
  According to our records the Customers account was undergoing an internal review.  We periodically review accounts for security purposes and to ensure that customers are still in good standing.  I understand the timing of our review caused an inconvenience to *** ***** this was not our intent.  Sadly, once the review is initiated we cannot pause it to take it up at a later time.  We must allow the review to run its course. I am happy to confirm the review was completed on May 19, 2023.  We have reached out to *** **** informing her that the account is enabled and she may receive payments.
  
  I would like to emphasize that it is not our intention to upset or make things complicated for our valued account holders,but to provide them with excellent financial products and services. Payoneer strives to strike the right balance between accommodating our account holders'financial needs, while complying with the rules and regulations by which we are governed.
  
  We would like to take this opportunity to thank you and **. ********************* for providing ** with her 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 Answer

  Date: 05/24/2023

  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:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 1st 2023 I submitted $1,513.99 to Hype PR to get social verified. I used Payoneer as a service to pay Hype PR. I called Payoneer before I sent the payment to make sure if the job wasnt done Id receive a refund. Payoneer told me I was fully protected. I just got off the phone with Payoneer and they told me theirs nothing they can do.

  Business Response

  Date: 05/19/2023

  *** *** **** *********************** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** *********************************** ********* ******* ******** ********** ********* ** * ********
  
  Dear **********************************:
  
  ** reference to your e-mail dated May 9, 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)on February 1, 2023, opened a ****************** [Payer] account in order to be able to process commercial payments to Payoneer users through our Billing services.  On the same day, February 1, 2023, the Customer used his Chase ***************** bank account to pay an amount of ******** USD to a customer of ******************, using ******************* online solution for invoice payments.  The payment was processed as instructed by the Customer.
  
  As stated in our Terms and Conditions for the service, Payoneer is not liable nor responsible for the delivery of services or product relating to a payment.  Our only involvement is in the actual processing of the payment.  We would like to emphasize that any issues or disputes between the Payer and Payment Receiver relating to a contract or payment terms and conditions should be resolved directly between themselves and this is not the responsibility of Payoneer. We do not provide dispute resolution for payments made using our services though good faith efforts may be extended by ** in case of such disputes. The Terms and Conditions for *************** provide under clause
  
  8. CANCELLATION OF PAYMENT, CHARGEBACKS AND REFUNDS that:
  
  all payment transactions processed through the Payoneer *************** are non-refundable to you by Payoneer and are non-reversible by you through the Payoneer ***************. You may not charge back any payment transaction made or allow a chargeback of any payment transaction for reasons other than unauthorized or fraudulent use of Your Card, or for other reasons in accordance with the agreement with Your US Bank or issuer of Your Card... If you are unhappy with deliverables provided by the Payee in consideration for your payment through our ***************, you should contact the Payee directly to resolve your differences. Payoneer (and its agents and employees) will not be responsible or liable for any claims, demands, and damages (actual and consequential) resulting from or in any way connected with the commercial transaction between you and Payee and any dispute between you arising therefrom in respect to which payment was made via our *************** (including but not limited to with respect to the proper and timely delivery of goods or services).
  
  It has been determined that Payoneer did not do anything wrong in processing the payment in accordance with *** ********* instructions to his bank and allocating the funds received to a Payoneer user. We established that the payment had been completed routinely in accordance with our standard practice.There was no suggestion that ******************** did not initiate the payment, nor expressed any reservations to Payoneer, or asked Payoneer about the Payment Receivers credibility, before making the payments. He decided to transfer funds to the Payment Receiver at his own risk. It was his responsibility to do his own research into the Payment Receiver and do his own due diligence about the service being purchased.
  
  While it is unfortunate and distressing, the loss claimed was caused by the third-party, not Payoneer. Accordingly, Payoneer is not required to reimburse the Customer for the disputed payment made. We suggest that the Customer follows up with their payment receiver, consider reporting the Payment Receiver to the authorities and consult with their counsel on their legal options. 
  
  We would like to take this opportunity to thank you and ******************** for providing ** with his feedback and regret the inconvenience caused.
   
  Please feel free to contact ** if you have any additional questions or concerns.  
  
  With kind regards,
  
  *******,Employee ID: ******
  Case Specialist

• Initial Complaint

  Date:05/08/2023

  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.

  For the past two years I have been trying to get this company to update my banking information so that I can get paid and continue earning from *****, a company I work for remotely. They continue to keep an incorrect bank information in my profile. This has cost me quite a bit of money. Just recently I emailed and spoke directly to someone there who assured me they would put the correct bank info in so that I can withdraw a payment from over two years ago.

  Business Response

  Date: 05/10/2023

  *** *** ****   ********** ************* *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** ****** ***** ********* ******* ******** ********** ********* ** * ********
  
  Dear ****** *****
  
  In reference to your e-mail dated May 8, 2023, with respect to Complaint # ********,we hereby respond to you as follows:
   
  Payoneer, a ******** corporation, is a provider of online payment processing services. We are a ************* Business (MSB) registered with FinCEN.Payoneer is a licensed money transmitter under the laws of various states in ****************************. Our specialty lies in facilitating cross-border B2B payments.

  The customer who submitted the complaint, *********************************** (the Customer), registered for ****************** Services on March 15, 2020 to receive commercial payments from our corporate client, *****. 

  According to our records,on March 16, 2023, **************** contacted our ************************ to inform ** that she was unable to log into her online account because the phone number she provided for Two Step Verification needed to be updated.  After a Security Verification the Two Step Verification was updated and **************** was able to log into her online account.

  After logging in the Customer informed ** that the bank account details registered to her account for receiving payments from ***** was incorrect and needed to be updated.  **************** provided a photo of a voided check and a request was sent to our **************************** to update the associated bank account.  I am happy to confirm the bank account details have now been updated.  **************** was notified by email, email reference number 230509-023306, today, May 10, 2023, that her bank account details have been updated as requested.

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

• Initial Complaint

  Date:05/08/2023

  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.

  To whom it may concern:I, **************, am filing a legal complaint against Payoneer for holding my funds without any valid reason. I have been a Payoneer user for the past couple of years, and I have always used their services to receive payments from my clients.On April 23rd, 2023, I received a payment of $360 from one of my clients, which was supposed to be credited to my Payoneer account. However, to my surprise, Payoneer put a hold on my funds without any prior notice or explanation.Since then, I have been trying to contact Payoneer's customer support team to get an update on the status of my funds, but they have been extremely unhelpful and not comprehending all the documents that have been sent to them. This has caused me a significant financial burden, as I have been unable to access my funds for almost 3 weeks now. I have explained to them multiple times and even contacted their customer service department that I no longer work for Opencare. I provided my contract from ********** and that's where my funds are coming from. Their review department will be able to determine if they are using their brains in reviewing accounts.Attached herewith is the independent contract from **********. You will see that ********************************* is the President of **********.Case #s that are not reviewed properly by Payoneer Review Team************** ************* ************* I believe that Payoneer's actions are completely unjustified, and they have violated their own terms and conditions by holding my funds without any valid reason. As a result, I am filing a legal complaint against Payoneer to recover my funds and seek compensation for the damages caused.I request the court to take immediate action on this matter and provide a speedy resolution to my complaint. I am attaching all the relevant documents and communication records with Payoneer as evidence to support my claim.Thank you for your attention to this matter.All the best,*****************************

  Business Response

  Date: 05/10/2023

  *** *** ****   ********** ************* *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ****** ************** **** ************** ***** *********************************** ********* *******
  CUSTOMER EXPERIENCE COMPLAINT ID # ********
  
  Dear **********************************:
  
  In reference to your e-mail dated May 8, 2023, with respect to Complaint # ********,we hereby respond to you as follows:
   
  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 ****************************. Our specialty lies in facilitating cross-border B2B payments.

  The customer who submitted the complaint, ******************************* (the Customer), registered for ****************** Services on February 18, 2017, to receive commercial payments through our Billing service.

  Payoneer periodically reviews accounts for security purposes and to ensure that customers are still in good standing.  During a standard review of *** ********* Payoneer account it was requested that she provide documents and information associated with payments she has received to her Payoneer account.  Amongst these requirements was a request for her Work Contract with one of her employers, OpenCare ***.  The Customer provided her Work Contract associated with her new employer and this document was rejected.  The Customer provided a clear explanation that she was no longer employed with OpenCare *** and this information was relayed to our Account Approvals department. Her new employer Work Contract was reviewed and accepted and her account review progressed to the following phase.

  Our standard review is not intended to upset or frustrate our customer. Considering all communication with our customers is online we must use additional care in ensuring that we have confirmed the identity of our account holders.  While additional information has been requested, we can confirm that on May 9, 2023 ******************** was able to process a withdraw from her Payoneer account to her local bank account.  In addition, in appreciation of our customers patience and cooperation a goodwill credit was loaded to her account in the amount of $30.00 USD.

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