PayoneerReviews 10,227

Hello Anas,

Thank you for leaving an honest review of our services. We understand that it has been a struggle for you to have your account approved in order to start receiving your payments. When a clients creates an account, our departments have to verify that all documents the client has submitted, is in order with our terms and conditions. Since we are regulated by the US government, our departments have to follow strict guidelines in what kind of documents they accept. If further information is needed, it is the job of the client to respond to any email that are sent out, at their convenience. When communication occurs via email, the response time can be anywhere from 3 to 5 business days. If the matter is urgent, we recommend our clients to contact our support team via phones or chats, as this will ensure your case gets handled with utmost priority. After careful review of your account, we have been informed that your request can been attended to. This means your account is active to start receiving payments from your Partner. We appreciate the patience and understanding you had in regards to getting your account approved.

This feedback will go straight to our internal teams to provide quality assistance to our clients in the future.

Best,
The Payoneer Team.

Hello Sarjeel,

Thank you for leaving an honest review of our services. We are glad that you are enjoying your experience so far. Our job is to make sure all our clients have an amazing experience. Whatever issues our clients have, our agents always make sure they get handled correctly and at high priority. We see that your case is still being reviewed by the relevant department. All you need to do is wait for an update regarding your request. Please be on the lookout for any emails being sent out, as it could be our department might request some more documentation to complete your request.

We see that there could be improvement on our services based on your rating. We want to know in detail on which parts we can improve on. Please send our support team a private message via email or via phones. This will help our internal teams know what can be done to improve quality assistance.

Best,
The Payoneer Team

Hello Evaline.

We do apologize for any delays you had in regards to getting your transfer. We under that this is not the predicament you want to be in as this is a huge setback for you. We want to clarify why delays sometimes occur.

So when a client initiates a withdrawal to their local bank account, we give the client an estimated time frame of 3 to 5 business days. (These business days exclude Saturdays, Sundays, and National US holidays.) This is usually the time in which majority of the transfers done, arrive to their destination. Of course there are cases in which funds can arrive much sooner, however this varies case by case and bank by bank. Many banks have their own policies regarding transfer loading times, however we have no information about this nor control over it.

In the case that the transfer has still not arrived to its destination after the estimated time frame, we will have our bank transfer department proceed with an investigation upon request.

At Payoneer we use intermediate banks to process any funds from your Payoneer account to your local bank account. The reason we do this is because Payoneer is not a bank, we are just a payment processing company.

In order to be able to transfer your funds to your local account, we have to use intermediate banks.
There are cases in which transfers may be delayed or stuck at these intermediate banks. This is where our bank transfer department initiates their investigation.

They will try to get in contact with the intermediary bank for a confirmation that your funds were transferred and processed or for further clarification on what occurred. However this does take time.

The reason is because different banks have different operating hours. Although we might be opened for certain hours during the day that does not guarantee that these intermediate banks are opened at those same hours.

So to combat this, our department attempts to communicate with them via email.

If this is the case for you, we recommend you contact our support team for an update. They are available via phones, chats, and emails.

Thank you for the honest feedback as we will let our internal teams know. This will help us provide better quality service to our clients.

Best,
The Payoneer Team.

Hello Beverley,

We apologize for any inconvenience you have endured in regards to receiving your payment. It is our job to make sure our clients have a satisfactory experience with our customer support. It appears that we have not lived up to your expectations. Based on your review, we know that you are having issues with a transfer you have done. Please be advised that once a transfer is done, it can take anywhere from 3 to 5 business days for the funds to reflect onto your account.

There are cases in which the funds can get delayed, so this is where our bank transfer department will come into play. Please understand that Payoneer is not a physical bank, we are only the company that processes your payment, sort of like a middleman. In order for our services to work, we use intermediate banks that can help process the transfer to its destination. If a transfer gets delayed it usually because its either stuck at one these banks or are in need of documents/verification. In order to know the answer, our bank transfer department must get in contact with them. Many banks have different operating hours then we do. This is the reason why it take a while to get an update because we are literally trying to get the information from them via our internal emails. We understand this is not the predicament you want to be in, but rest assure it is getting handled by them.

It appears that there was on update not to long ago in regards to your case. We suggest you go over the email that was sent out and follow the steps.

Thank you.

Best,
The Payoneer Team.