Us Payment Service

My ticket number is LTK1212902594484X

I applied days ago but I still got no reply from the customer service. I understand that you are now findings solutions but I also really really need this service for my job.
«13456711

Comments

  • Tanmoy STanmoy S Member Posts: 19
    How much a VBA will costs? Setup fee detail please. Monthly/Yearly or One Time? And costs per transaction? Can I use this account to withdraw from oDesk via ACH? And how to get an VB account?
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Tanmoy S wrote:

    How much a VBA will costs? Setup fee detail please. Monthly/Yearly or One Time? And costs per transaction? Can I use this account to withdraw from oDesk via ACH? And how to get an VB account?


    The VBA is a pilot program and therefore terms and conditions are subject to change. For details on the VBA pilot program, and to request an invitation, please contact our Customer Support department via our online webform, located here: http://www.payoneer.com/EmailForm.aspx

    Thanks ;)
  • Tanmoy STanmoy S Member Posts: 19
    Nissim wrote:

    The VBA is a pilot program and therefore terms and conditions are subject to change. For details on the VBA pilot program, and to request an invitation, please contact our Customer Support department via our online webform, located here: http://www.payoneer.com/EmailForm.aspx

    Thanks ;)

    I sent an email about 3 days ago. No reply yet. I got over 20 loads from oDesk, using this card from last September, total amount was more than $8000. So I think you'll help me, isn't it?
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Hi Tanmoy,

    PLease send me your ticket number (starts with LTK)and I will escalate it for you. It generally takes about a week to get an email from the VA team. As you can imagine, this is a very popular program that many peolpe are applying for, and each application needs to be looked over carefully. :blink:
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • Tanmoy STanmoy S Member Posts: 19
    Unfortunately I deleted the email. I'll wait for the response. Could you please tell me about the setup charge?
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    When you receive your reply, you will be given all the details, don't worry :-)
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • Tanmoy STanmoy S Member Posts: 19
    Please let me know the status of LTK52901108675X. I provided everything including Photo ID.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Hi Tanmoy,

    I see we received your photo ID yesterday. You should hear back from us within a couple of working days. B)
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • Tanmoy STanmoy S Member Posts: 19
    I got today, too much excited to check functionality. Thanks to the VA team.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Tanmoy S wrote:

    I got today, too much excited to check functionality. Thanks to the VA team.


    That's great news!

    Keep us updated on your experiences, and with any feedback you have to offer. We'd love to hear it ;)
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Tanmoy S wrote:

    I got today, too much excited to check functionality. Thanks to the VA team.


    That's awesome. Congrats! :P
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • mirceamircea Member Posts: 31 ✭✭
    Payment waiting for approval
    I had withdrawn some money from PP to my new VBA (more to pay you the VBA fees and see how it works :rolleyes: ) .
    I cleared from PP after 2-3 days and then arrived into VBA and here surprise .
    The process that is presented as automatic needs a manual intervention .
    Money are not loaded into account and a yellow "Payment waiting for approval" :huh: flag is there .
    This is not a CC private load it supposed to be automatic .
    Maybe i am missing something i read the VBA FAQ and "how-to" 10 times .

    Cheers !
  • mirceamircea Member Posts: 31 ✭✭
    I am replying to myself ...the payment is auto-cleared in few hours witch is ok ...it was the first time ...works smooth :).A+
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Glad to hear it worked out.

    Once you have used the VBA for a while, I'd love to hear some comments and feedback about it :)
  • Tanmoy STanmoy S Member Posts: 19
    I tried to add my VBA with PayPal. PayPal already deposited two amounts to my account they said. But where can I find them in my Payoneer account? Pre Authorization list? Or in other? How long it can take to display in my Payoneer Account?
    Please help me.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Hi Tanmoy,

    We receive notification of the payment at the same time that you do. It can take an ACH transfer between 1 and 7 working days to be complete, depending on the company. We only know about the payment once it arrives in your VA.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • ERushERush Member Posts: 2
    Hello
    I contacted some days ago (on 30th June 2011) but no response so far.
    (Ticket# LTK52902231992X)

    "Hi I want to apply for "US Virtual Bank Account". I'm Payoneer card holder and I had 3 partner payments this month. I'm ready to provide you with any documents needed to get this US VBA. Regards, Thank you!"

    That's it!

    Any kind of support would be appreciated!

    Thank you
  • ERushERush Member Posts: 2
    After I posted here I received this automated reply

    "Thank you for your email.
    To be able to apply for the Virtual Account you need to have more partner payments in the last 3 months.
    I suggest you start using your card to get payments and contact us again when you have more partner payments.
    Sincerely,
    A*d*
    Payoneer Customer Support"

    It seems that they dont read with any care, I'm really disappointed!!!

    Some weeks ago I asked and they replied me "at least 3 partner payments" and when I get them
    they say now "... contact us again when you have more partner payments" !!!
    what does it mean by more!!! " maybe 100 or 200"
    do you think it is easy to get hired and paid by your partners???
    do you know how many guys apply for each project??? I doubt you know

    I need clear answers to my questions if you care for your credibility!

    let's wait to see your reply before I decide if Payoneer card is worthy to keep!

    Anyway! Thank you!
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Hey,

    As the VBA program is still a pilot program, it is open by invitation only. While the minimum payment requirement to apply is 3, that does not mean that all applicants with 3 partner payments will be given an invitation to the program. There are other factors that are considered.

    The e-mail you received was not automated. I spoke with the representative who contacted you, and as you were informed they request that you contact them again (by replying to that e-mail) once you've received a few more payments.

    Please let me know if you have any further questions.

    Thanks,
  • hichamovhichamov Member Posts: 25
    hello

    please can you check my ticket : LTK52902592201X

    i loaded my card many times and i really would like to get one which will be profitable for me and for payoneer also!

    Best regards
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    hichamov wrote:

    hello

    please can you check my ticket : LTK52902592201X

    i loaded my card many times and i really would like to get one which will be profitable for me and for payoneer also!

    Best regards


    Hey,

    I see your ticket was just recently received and is pending processing.

    If you don't receive a reply within the estimated time, please send me a PM.

    Thanks,
  • hichamovhichamov Member Posts: 25
    thank you nissim, will wait then i come back to you.
  • hichamovhichamov Member Posts: 25
    hello all

    i sent a help request 2 times through the contact form and no answer...my virtual account is active, all is fine, i got a payment from buysellads but i didn't got anything from Payoneer!!?

    at my buysellads report the money was transfered and transaction complete :

    Transaction Type: Cashout
    Date: Jul 12, 2011 at 10:39 AM
    Transaction ID: 202360-441588
    Total Amount: .......
    Transaction Status: Complete

    So please anyone can check what's wrong !!! my account is [email protected]
  • hichamovhichamov Member Posts: 25
    i had a talk with the help center.. it take 5 to 7 days :)) long time!! hope it's gona become faster!! thank you all.

    hichamov wrote:

    hello all

    i sent a help request 2 times through the contact form and no answer...my virtual account is active, all is fine, i got a payment from buysellads but i didn't got anything from Payoneer!!?

    at my buysellads report the money was transfered and transaction complete :

    Transaction Type: Cashout
    Date: Jul 12, 2011 at 10:39 AM
    Transaction ID: 202360-441588
    Total Amount: .......
    Transaction Status: Complete

    So please anyone can check what's wrong !!! my account is [email protected]
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    I'm happy everything worked out :-)

    Yes, it usually takes a few days from when the partner transfers the money until it is available in our accounts.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • KotkoaKotkoa Member Posts: 0
    edited July 2011
    Hello Payoneer,

    I've sent you ticket LTK52901585072X, but there was no response for 3 weeks.

    How can i change my Virtual US Bank Account?
    I need to create new Virtual US Bank Account details.

    Is it possible?
    Andrey
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Kotkoa wrote:

    Hello Payoneer,

    I've sent you ticket LTK52901585072X, but there was no response for 3 weeks.

    How can i change my Virtual US Bank Account?

    I've used Virtual US Bank Account service for transfering money from paypal. Last time i've lost my paypal account details and i wish to create new one. So i need to create new Virtual US Bank Account details.

    Is it possible?
    Andrey


    Hey,

    If the issue is with your PayPal details, I suggest you contact them to resolve the issue. They may assist you in releasing the bank account from your old account and adding it to the new one, or recovering your account details.

    Thanks,
  • hichamovhichamov Member Posts: 25
    hello

    me again :) i really can't understand!! already 1 week now and i got nothing from payoneer!!
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Hey,

    Although we do our best to have all payments processed as soon as possible, as mentioned by our CS team it can take up to 5-7 business days for processing (as is standard for ACH transactions). As you mentioned the payment was sent on July 12, the 5-7 business days is not yet passed.

    The 7th business day, which is the lastest date, would be July 21st. If you don't see anything by then, please PM me.
  • hichamovhichamov Member Posts: 25
    hello

    thank you for your answer nissim, i just find this strange, for exemple when i send funds from buysellads to my bank in morocco it's take 4 days only!! the buysellads bank is based in usa.. the Payoneer VBA is in usa also so why it's take so long!!

    Best Regards
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Payments are normally processed very quickly, most of the time much sooner than the 5-7 estimated business days. However with all bank transfers, there can be delays on both ends, which is why we give this maximum estimated time.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Also, don't forget the banks are closed on the weekend so transactions aren't made (hence the 5-7 WORKING days). Like Nissim said, usually they process quicker, but sometimes they delay. I wouldn't be worried.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • hichamovhichamov Member Posts: 25
    Talia wrote:

    Also, don't forget the banks are closed on the weekend so transactions aren't made (hence the 5-7 WORKING days). Like Nissim said, usually they process quicker, but sometimes they delay. I wouldn't be worried.

    hello,

    im not worried Talia :) it's just a questions... it's not the first time i load my card and usually don't take so long, so my question was about the delay and that's all :)

    thank you nissim again for your answers, we will see how this transaction will end :) have a nice day all.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    OK, great. Please let us know that everything went through properly. B)
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • hichamovhichamov Member Posts: 25
    hello,

    here iam again, unfortunely the transaction was rejected.. Didn't Got Any message From Payoneer To Let me know About it.. 1 WEEK Waiting... and if i didn't Contacted You.. the 500$ Will Go with the Wind!! :) too funny, so what's the utility of this Virtual Account!! to verify Paypal!!?? hehe i already verified my account with the Card... if i can't make a Direct Transfert To this VBA so what's the Utility... you take 2% of transaction and 20$/year.. but the Account don't Work...

    Now i have to keep contacting buysellads and wasting a lot of time.. at last it's payoneer fault.. it's really Weird and Frustrating..
  • hichamovhichamov Member Posts: 25
    hello,

    now i try a direct deposit from paypal so we will see how it's gona be :)
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Hey,

    I'm sorry to hear that the payment didn't go through. Please remember, however, that the VBA is still a pilot program and as such we are constantly working to improve and strengthen the service.
  • hichamovhichamov Member Posts: 25
    Nissim wrote:

    Hey,

    I'm sorry to hear that the payment didn't go through. Please remember, however, that the VBA is still a pilot program and as such we are constantly working to improve and strengthen the service.


    yes i agree with you, but what i don't understand, the bank from i did the payment is based in usa, payoneer VBA is in usa too, so normaly the transaction had to work as it's a local transfert...

    the second thing is payoneer had to informe me before 1 week... about the auto Rejection of this transaction... because on the net the Tansactions Delay is very important..

    i hope that all this will be improved soon because i believe to payoneer since 2009.
  • matt.jess24matt.jess24 Member Posts: 12 ✭✭
    When I transfer money in the usa using ACH the bank also tells me 3-5 business days. I think that is the standard for bank transfer in the usa, so I guess it would be the same with VBA.
  • hichamovhichamov Member Posts: 25
    Hello

    So now it's cool, the paypal transfert passed like a charme to my VBA account :) i Love Payoneer :D and happy Business To All.

    Thank you Nissim and Talia for the Help.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    You're very welcome, I'm happy it all worked out :rolleyes:
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • Maborak TechnologiesMaborak Technologies Member Posts: 0
    Ticket number:

    LTK52901406363X

    Hello hello, i received this mail in: June 15 and i replied with the details but i not received reply from Payoneer :rolleyes:

    Thank you for contacting us about joining the Payoneer US Virtual Account pilot program. The selected participating cardholders from both the US and abroad may receive direct ACH payments to their Payoneer cards.


    With a Payoneer Virtual Account, you can receive payments from US corporations using the ACH network but payments are subject to the terms & conditions set by the US organizations that pay you. Once received in your Virtual Account, your funds are automatically moved to your Payoneer card for your use. You cannot withdraw money from the US Virtual Account itself.


    We are inviting a few dozen new participants to apply to join the pilot program. The fee for the US virtual account is $20 annually and 2% of the transaction amount. If you are interested in participating, please answer the following questions.




    What services or products do you offer?
    Who do you expect to receive payments from?
    What is your company's website?
    What is your freelancer website?
    Please provide any other information about your company or services.



    Thank you,

    Orin

    Payoneer Customer Relations Department


    Thanks! :D
  • hichamovhichamov Member Posts: 25
    hello again,

    please how can i request a reinstate of my VBA because i have some problems!!

    Thank you in advance
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Hi Hichamov,

    there is one VA that can be assigned per account. Please contact our support team if your VA isn't working.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • mirceamircea Member Posts: 31 ✭✭
    AS i did promised Nissim , after 2 months and like 11-12 Payoneer Direct Deposit Payroll (majority from Paypal) i can only say about Payoneer VBA that is wonderful .
    2 business days to transfer from PP even large amounts so exactly the ACH time . No delays and a faultless process .
    Keep it up !
    Cheers !
  • mirceamircea Member Posts: 31 ✭✭
    Here is the feedback :rolleyes: after 2 months of intensive use .

    http://community.payoneer.com/topic/316-feedback-on-vba/

    Cheers !
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    mircea wrote:

    AS i did promised Nissim , after 2 months and like 11-12 Payoneer Direct Deposit Payroll (majority from Paypal) i can only say about Payoneer VBA that is wonderful .
    2 business days to transfer from PP even large amounts so exactly the ACH time . No delays and a faultless process .
    Keep it up !
    Cheers !


    Thanks for the feedback, I'm so happy to hear that you're satisfied with the service ;)
  • Tanmoy STanmoy S Member Posts: 19
    Is it possible to regenerate VBA number? I recently faced an issue, detail is here LTK52905029811X
    Thanks in advanced.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Tanmoy S wrote:

    Is it possible to regenerate VBA number? I recently faced an issue, detail is here LTK52905029811X
    Thanks in advanced.


    Hey,

    It is not possible to regenerate a VBA number for a specific account. The only way to get a new VBA is to close your account, release your Payee ID and have you re-apply via your partner/affiliate, after which we can open a new VBA.

    Would it be possible to contact PayPal to resolve the issue? I believe there are ways to remove the limitations PayPal sets by answering some questions and perhaps providing some documents.
  • paranoxparanox Member Posts: 1
    Hi ,

    please can you check my ticket : LTK52905022031X
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    paranox wrote:

    Hi ,

    please can you check my ticket : LTK52905022031X


    Hey,

    We received your ticket, and I've forwarded it to the proper department for review.

    We'll e-mail you with an update within a few business days.

    Thanks ;)
  • paranoxparanox Member Posts: 1
    Ok thank you very much :)
  • chrischris Member Posts: 3
    hello

    am a card holder and email associated with the account is [email protected]

    i would like to get virtual US bank account , but i have failed to get pay outs from the partners, i applied with 2checkout and later my account at 2checkout was closed and sign up funds taken, but i really want to register for a virtual account

    can you help me please?

    chris
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    chris wrote:

    hello

    am a card holder and email associated with the account is [email protected]

    i would like to get virtual US bank account , but i have failed to get pay outs from the partners, i applied with 2checkout and later my account at 2checkout was closed and sign up funds taken, but i really want to register for a virtual account

    can you help me please?

    chris


    Hey Chris,

    As the US Virtual Account Program is a pilot program, it is currently open by invitation only and has some requirements involved. The main purpose of your Payoneer account is to receive payments from your partner/affiliate program, and as such you need to have an active account with at least 3 recent payments.

    If you are having issues with your 2CO account, I would suggest that you try linking your Payoneer card to an account with any of our additional 1500+ partner/affiliate programs, and once you receive a few payments let us know.

    Thanks,
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    That's awesome. Thanks! <img class=" />
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • martin_bodommartin_bodom Member Posts: 18 ✭✭
    payments delayed
    Last week I made two transfers from my paypal account to my US virtual account and today, after talking with someone on the live support, they told me that they are having some trouble and this will be fixed "in a few days".
    Unfortunately I can't wait "a few days", I need my money today and that's why I transfered last week, how can I get the money refunded to my paypal account so I can withdraw it some other way?

    Thanks,
    Martin
  • adrianfigalloadrianfigallo Member Posts: 11
    i got the same exact problem, i made a transfer to my account on sep 1 and sep 3, for almost 2k in both, and now i have to "wait a few days" this is SO unprofessional, i'm getting worried about my money.
    i will make a thread on my own too, i hope we can get some help over here.
  • adrianfigalloadrianfigallo Member Posts: 11
    payment delayed
    Hello, i told the story a million times over the customer support chat, in short, i made two transfers to my account last week, on sep 1 and on sep 3, and i don't have the money on my account yet, i had a lot of different versions so far form the customer support and i have been told today to "wait a few days", what does that mean? 1, 2, 3, 20 days?, i need to know WHEN the money is going to be available please, we always pay our fees in time, you need to do the same guys.

    This money could be very important (like in my case), i gotta pay my rent guys, and im delayed the same amount of days that you are now (around 2-3?), the customer support guys told me that the funds are safe and that they are just waiting to have some details from your bank, please that needs to be done ASAP, it's been 2 business days since you are aware of the problem, how many more?

    I have the date, amount, paypal ID of the transaction, why can't my payment be cleared out? this morning a guy called "Owen" from the customer support told me to "wait a couple of hours", that he was going to talk with the payment dep and he will get back to me, that never happened, i'm very disappointed with the service now, i have been a loyal customer for more more or less 3 years now, moved $xxxx dollars or more in my account, payed all my fees and commissions in time, i think i deserve more than this.

    In case anyone reads and replies this, my ticket # is:
    LTK52905869137X

    thanks.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    edited September 2011
    Hey Guys,

    Firstly, I would like to assure you that the funds have not been lost in any way, this is simply a delay in processing the payments (which was compounded by the US bank holiday on Labor Day).

    While we do the best that we can to make sure all payments are processed as quickly as possible, and without delay, we are dealing with automated systems and unfortunately on rare occasions delays may occur.

    I have spoken with our technical support staff and we are working towards resolving the issue as soon as possible.

    @martin_bodom: I will inquire as to the possibility of reversing the payments, and get back to you.

    I apologize again for the inconvenience, and thank you all for posting in regards to this issue.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Hey,

    Firstly, I would like to assure you that this issue is not being taken lightly, and we are working to resolve the issue as soon as possible.

    We greatly appreciate your business and loyalty throughout the years, and I do sincerely apologize for the delay in processing your payments. As I mentioned in the other thread, while we do everything that we can to avoid any delays in processing the payments, we are working with technical and automated systems and unfortunately on very rare occasions delays may occur. What I can guarantee you is that we will make sure to resolve the issue and have your funds available asap.

    I have gone over your chat logs and spoken with the CS operators who handled your case, and indeed they have passed on your information and escalated the issue, with the request that it be resolved with the highest urgency. You will be notified as soon as the issue is resolved.

    If you have any questions or comments at all, or if you'd like to check on the status of the issue, please feel free to post here or contact me directly via PM at any time.

    Thank you,
  • Gianni M.Gianni M. Member Posts: 5
    Good day :)
    I have also the same drawback as adrianfigallo, I have withdrawn the money from Paypal to my "virtual bank account" on 02/09/2011 and still does not get my money.

    In case anyone reads and replies this, my ticket # is:
    LTK52905928254X

    thanks.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    Thanks for notifying us, Gianni.

    It seems that the original delay was compounded by the US bank holiday on Labor Day, however we are doing the best that we can to resolve the issue and have your funds available as soon as possible.

    We will notify you once there is an update.

    I apologize for the inconvenience, and thank again for posting.
  • adrianfigalloadrianfigallo Member Posts: 11
    Nissim wrote:

    Hey,

    Firstly, I would like to assure you that this issue is not being taken lightly, and we are working to resolve the issue as soon as possible.

    We greatly appreciate your business and loyalty throughout the years, and I do sincerely apologize for the delay in processing your payments. As I mentioned in the other thread, while we do everything that we can to avoid any delays in processing the payments, we are working with technical and automated systems and unfortunately on very rare occasions delays may occur. What I can guarantee you is that we will make sure to resolve the issue and have your funds available asap.

    I have gone over your chat logs and spoken with the CS operators who handled your case, and indeed they have passed on your information and escalated the issue, with the request that it be resolved with the highest urgency. You will be notified as soon as the issue is resolved.

    If you have any questions or comments at all, or if you'd like to check on the status of the issue, please feel free to post here or contact me directly via PM at any time.

    Thank you,



    Thank you nissim, your customer service rocks, i just can say that, i don't have my money yet and im very nervous about it, but i gotta give it to you guys.

    Adrian
  • SayWhatSayWhat Member Posts: 7
    I am also having the same problem with delay in getting payment,

    It has been 10 days now since I made the withdrawal and I haven't received anything yet. I am not sure whats more worrying; the delays, or the generic, no-specific-date responses from Payoneer staff

    I am running low on supplies, haven't paid rent and utilities, not because I don't have the money, but it's because Payoneer and its bank have decided to drag their feet on resolving this issue. I believe confidence in a financial product is very important, but the past events have inspired precious little of this. I (and I am sure many others) will now be looking at other viable alternatives as we are now well aware of the dangers of relying on one service provider.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    SayWhat wrote:

    I am also having the same problem with delay in getting payment,

    It has been 10 days now since I made the withdrawal and I haven't received anything yet. I am not sure whats more worrying; the delays, or the generic, no-specific-date responses from Payoneer staff

    I am running low on supplies, haven't paid rent and utilities, not because I don't have the money, but it's because Payoneer and its bank have decided to drag their feet on resolving this issue. I believe confidence in a financial product is very important, but the past events have inspired precious little of this. I (and I am sure many others) will now be looking at other viable alternatives as we are now well aware of the dangers of relying on one service provider.


    I completely understand your frustration, and assure you that the financial security of our cardholders is among the top priorities we have at Payoneer. We are in contact with the bank and attempting to resolve the issue as soon as possible. While this is not an issue specific to Payoneer's system, we cannot give you specific dates for when it will be resolved, but can only say that we're working around the clock to have it resolved as soon as we can.

    I am actively monitoring the situation, and will post any updates as soon as I receive them.
  • martin_bodommartin_bodom Member Posts: 18 ✭✭
    Hi Nissim, nice to meet you, I am Martín. With all due respect, we are not here to understand each other frustrations, we are not friends that support each other, we are writting here because we have a technical problem and Payoneer has the responsability to solve it. Based on what you wrote, it seems this trouble is not in your hands and you don't have a clue when it will be solved, if Payoneer can't handle this then why are you offering this service?

    I talked with someone on the live support and told me that the money is not in your system, neither it is on Paypal's system, so basically my money is "in the air" and nobody knows anything about it, do you have news about the posibility of reversing the payment?

    Thanks,
    Martín
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    edited September 2011

    Hi Nissim, nice to meet you, I am Martín. With all due respect, we are not here to understand each other frustrations, we are not friends that support each other, we are writting here because we have a technical problem and Payoneer has the responsability to solve it. Based on what you wrote, it seems this trouble is not in your hands and you don't have a clue when it will be solved, if Payoneer can't handle this then why are you offering this service?

    I talked with someone on the live support and told me that the money is not in your system, neither it is on Paypal's system, so basically my money is "in the air" and nobody knows anything about it, do you have news about the posibility of reversing the payment?

    Thanks,
    Martín


    Hey Martin.

    Payoneer definitely has the responsibility to resolve this situation and I assure you that it will be resolved. The funds are not "in the air" but simply delayed in processing from the bank that operates our Virtual Bank Account service.

    I did not mean to shift blame in any way, but simply wanted to be as transparent as possible in regards to the situation, and explain exactly what is going on. The fact that the issue is not with Payoneer's system is not relevant to the amount of responsibility we take in the situation, or the level of urgency we put into it. We are taking this matter very seriously and will have it resolved asap (within a few days), however you must understand that this is a bank transfer service, and as with all banks national holidays and non-business days may cause delays (in this case the Labor Day holiday and it now being a Saturday).

    Once the issue with the payments is resolved and we are able to resume processing them, we will be able to reverse them if you wish (however at that point you will be better off simply having them process).

    Delays such as this are extremely rare, and we constantly monitor all systems to detect them asap in the event that they occur. I can assure you that although the issue is with the bank, it is in no way "out of our hands" and we are working closely with them to have the issue resolved within the next few days.

    I very much appreciate your feedback and comments in regards to the situation, and encourage you to contact me at any time if you have any additional questions or comments.

    Thanks,
  • martin_bodommartin_bodom Member Posts: 18 ✭✭
    Ok thank you Nissin, one question, once this issue with the bank is solved, I will have to wait another 5 days to get my money transfered or it will be done immediately?
  • katherinekatherine Member Posts: 2
    Hello, I also I have the same problem. The day September 1 and 2 September , made ​​2 withdrawals from paypal, and so far I have not credited the amount, would like to know what date exactly solve this problem and may withdraw my money, if they have a date accurate, would like to know an approximate date for all this is resolved.

    On the other hand also contact me 2 days ago by the contact form and so far no one responds, which is what happens with Payoneer?, I hope your answer, thanks. Katherine
  • ssinghssingh Member Posts: 10
    Hello Guys,

    I'm currently in the same boat as most of you guys - I am expecting a payment too, I am very anxious as I was relying on using the payment to pay for a lot of my bills.

    I would be most grateful if someone can give an ETA (Estimated Time of Arrival).

    Many Thanks

    Saneel
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Hi guys,

    First of all, I would like to be very clear here that the problem is ONLY with virtual account payments, NOT partner payments. This is important, because I want to make sure everyone knows that the problem is a communication problem with the bank, not a problem of funds on our part.

    It isn't that the money is lost - it isn't. The problem is that the information we are supposed to receive from the bank every day was lost, and we are working with the bank to retrieve this information so we can send you these funds. It should happen the moment it is resolved - we have no plan on waiting extra days to get it transferred to you.

    The fact that it happened on a weekend, coupled with the holiday, meant that our communication with the bank was also minimized - just like you can't talk to your banks on bank holidays, unfortunately.

    I promise we are absolutely working hard to get this taken care of. Since we are dependent upon the bank finding the files, our hands are tied beyond yelling at them. We are in touch with them ALL the time to get this resolved.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • SayWhatSayWhat Member Posts: 7
    Funny that... The problem might have occurred on a weekend followed by a holiday, but you've had 4 FULL working days after that to deal with it. If it is such a simple problem like it's been made to look like, then you should have dealt with it during those four days up until Friday. Communication to those affected has been terrible, with many subsequent posts not really telling us anything we didn't know before,only that you are "working hard to have this resolved ASAP" with no specifics whatsoever.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    We can't give you more information because we don't have it, not because we are hiding it from you. We have been in contact with the bank every single day. I am not blaming this on the holiday, I am just saying it has been compounded by it. The simple fact is we are waiting for a file from the bank. The bank is looking for the file. Once this file is found, we can transfer the funds to you. It's literally as simple as that.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • adrianfigalloadrianfigallo Member Posts: 11
    a timeframe would be nice, we have been waiting a lot, and looks like on the CS chat they don't have a clue, i'm still getting generic responses without a timeframe, could you help us, PLEASE?
  • adrianfigalloadrianfigallo Member Posts: 11
    and i just had one of the most negative experiences on my chat with the customer support team:

    Lucas: Hello and welcome to Payoneer Customer Support, how may I help you?
    Luis Salazar: hello lucas
    Luis Salazar: you never answer my last questio
    Luis Salazar: maybe you didn't get it
    Luis Salazar: it was
    Luis Salazar: when are the funds are going to be available?
    Luis Salazar: do you guys get the file you needed from the bank?
    Lucas: We are checking this issue with our bank at the moment.
    Lucas: We will let you know as soon as we have an update.
    Luis Salazar: i need to know a timeframe man
    Luis Salazar: i have been waiting the whole past week
    Luis Salazar: and i had the same answer
    Lucas: Unfortunately I do not have this type of information.
    Luis Salazar: but i don't understand, you should have this info
    Luis Salazar: it;s been some days
    Luis Salazar: and you guys haven't find a solution?
    Lucas: Sir, you are claiming to have a payment that we do not see on our system. The best we can do is check with the bank.
    Lucas: Until we receive more information from the bank, there is nothing we can do.
    Lucas: I do not want to "make up" answers. We will provide you with more information when we have it.


    the last part scares me so much, "Lucas: Sir, you are claiming to have a payment that we do not see on our system. The best we can do is check with the bank. "

    are you guys blaming the bank now? we are all dealing with payoneer not with the bank that supports you guys, this is very unfair, at this point, you would have to deposit all the funds that belongs to us, and then fix it with your bank, if it's that's simple?

    we are taking the blame and the trouble for a mistake that's not ours, personally tomorrow i think im going to have to leave my house because i can't pay the rent and i don't have any money or relatives, so i NEED help.

    what if the money never appears, would i be "claiming" for a payment that payoneer never receive? OMG, this is SO scary.
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    I'm sorry you had a negative experience, but we don't have a timeframe to give. Obviously this is making all of our jobs harder, so if we could give you a date, we would. We are talking to the bank every single day and the bank is working to get this resolved as well. The only answer we can give you is the answer that the bank gives us. Our hands are tied beyond that.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    edited September 2011
    I just spoke to Lucas, and the use of the word "claim" was innocent: He did not mean it in a way to say you are saying something and we are saying something else. We have acknowledged that there is a problem here, and we are trying to resolve it. If he had used the words "are saying" it would have been read differently.

    I know that this is really problematic for you and our other users, but the problem was with the transfer. If we had this file, we would be able to transfer these funds to you and the other users immediately.

    Yes, you work with us. that is why we are giving you support and not sending you to the bank. But unless you'd like us to be vague and say "the check is in the mail," we are trying to be as transparent as possible and let you know what the specific problem is.

    The money ISN'T lost, the bank has it, it's just a matter of getting everything where is belongs.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • adrianfigalloadrianfigallo Member Posts: 11
    i understand talia, i hope it was a big misunderstanding and all, and i guess you understand too that it gets harder and harder to have patience when you are about to get kicked out form your home for not paying, and don't have any more money to feed your family because of a system that should always work.

    i'm very frustrated, anxious and about to be starving due to this, i just want the people on payoneer to understand this, put yourself on my position, does it sounds like nightmare? well, it is, and im not magnifying anything, but i made my transfer for the end of the month (sep 1-3) is the end of my august (talking money wise) and i have my full salary there.., im surviving with savings which i don't have many, so please i beg you guys to do everything you can, as soon as you can.

    thank you.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭

    i understand talia, i hope it was a big misunderstanding and all, and i guess you understand too that it gets harder and harder to have patience when you are about to get kicked out form your home for not paying, and don't have any more money to feed your family because of a system that should always work.

    i'm very frustrated, anxious and about to be starving due to this, i just want the people on payoneer to understand this, put yourself on my position, does it sounds like nightmare? well, it is, and im not magnifying anything, but i made my transfer for the end of the month (sep 1-3) is the end of my august (talking money wise) and i have my full salary there.., im surviving with savings which i don't have many, so please i beg you guys to do everything you can, as soon as you can.

    thank you.


    Hey Adrian,

    I know at times it may seem like just words, but we really do understand the urgency of this situation. I completely understand your position, and we are doing everything that we can in order to have this resolved as soon as possible. As Talia mentioned, as soon as we receive the updated file from the bank we will be able to process the payments, and I will be updating you the second I have an update.

    The most I can do at the moment is apologize for the delay, and assure you that we are treating this matter with the highest urgency.
  • martin_bodommartin_bodom Member Posts: 18 ✭✭
    It's obvious that everybody here wants this problem solved, I was right when I said this is "out of your hands", Talia confirmed that with her own words. But unfortunately if this doesn't get solved in a few days I think I will have to send a compliance request to Payoneer or the bank, whatever the problem is, the bank has my money and I don't know if it's using it to do other transactions or what, tomorrow I will get in touch with a friend lawyer that probably knows more about this. I understand Talia that your hands are tied beyond that, but mine are too because I can't tell all the companies here in my country that I can't pay because the bank that gets my money transfered lost a file, they will cut my services if I don't pay and same thing with the rent, so I don't have any other choice, if you guys can't do anything and have to wait for the bank to get a file then I have to do something.
  • adrianfigalloadrianfigallo Member Posts: 11

    It's obvious that everybody here wants this problem solved, I was right when I said this is "out of your hands", Talia confirmed that with her own words. But unfortunately if this doesn't get solved in a few days I think I will have to send a compliance request to Payoneer or the bank, whatever the problem is, the bank has my money and I don't know if it's using it to do other transactions or what, tomorrow I will get in touch with a friend lawyer that probably knows more about this. I understand Talia that your hands are tied beyond that, but mine are too because I can't tell all the companies here in my country that I can't pay because the bank that gets my money transfered lost a file, they will cut my services if I don't pay and same thing with the rent, so I don't have any other choice, if you guys can't do anything and have to wait for the bank to get a file then I have to do something.


    I hear ya martin, hopefully everything will be cleared by tomorrow, let's cross our fingers...
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    We hope everything gets fixed quickly as well, this isn't really fun for us either... :huh:
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • adrianfigalloadrianfigallo Member Posts: 11
    any news talia?
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Well, the last news I got was that it LOOKS like the missing info has been found, but it hasn't yet been transferred to us. Waiting for final words on it. Sorry... :blink:
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • adrianfigalloadrianfigallo Member Posts: 11
    when are we going to know?, you guys should consider a different MORE RELIABLE bank.
  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭
    We will definitely be evaluating the situation and doing everything we can, in coordination with the bank, to avoid this rare occurrence in the future, however it's important to remember that even the most reliable of systems can rarely be effected by technical issues.

    What we can guarantee is that Payoneer and the bank will be constantly monitoring our systems and do everything that we can to avoid such issues, and in the rare worst case scenario do all that we can to resolve any issue as soon as possible.
  • adrianfigalloadrianfigallo Member Posts: 11
    i understand that, but i think that things went slow with the bank finding the issue, i'm not sure tho, but i'm sure things would have been differently if we were located in the same country as the bank... you know, everything is harder online, you can't go to the bank and have a word with the manager or something like that, so yeah.., i'm sure you guys are doing everything you can, i saw it during all these days, but the bank in the other side is on a very comfortable position, that's why this haven't been fixed before, that's my personal opinion at least.

    it is the first bank of delaware right?
  • SreckoMSreckoM Member Posts: 7
    I also withdraw money from PayPal on 1st, but still nothing on Virtual account. Also got private payment to Virtual Acc on 5th and nothing from that either.
    What is, usual, timeframe for money to show on my Virtual account?
  • adrianfigalloadrianfigallo Member Posts: 11
    they are some days delayed now, for me, it usually takes between 2 and 4 days, 7 business days today for me.
    btw, any news? that must be a HUGE file to take that much..
  • SayWhatSayWhat Member Posts: 7
    someone (Payoeer staff member) on twitter suggested that the file may have been found. what came of that?
  • adrianfigalloadrianfigallo Member Posts: 11
    yeah..
  • Gianni M.Gianni M. Member Posts: 5
    Hopefully all goes well, we will have our money <img class=" />
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    edited September 2011
    We are still waiting. I"m sorry I don't have a better answer for you. If it's any consolation, the money isn't lost - once that file is found it could always be sent back to PayPal so you can get it another way, if worse comes to worst.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • SayWhatSayWhat Member Posts: 7
    edited September 2011
    let me ask. if I withdraw another sum using virtual account facility, will it be processed normally or will it be held up like the earlier amounts? I hope I can get an informed (and truthful) answer on this. If I am told I can withdraw normally but the money end up being stuck, my whole life will be ruined

    Thanks
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Say What - I am told that it should be processed normally, BUT if you have another way of withdrawing it now, you may want to do that, just in case.
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • SayWhatSayWhat Member Posts: 7
    Thanks for that,

    Just a small follow up question.

    Have you successfully processed other Vba withdrawals since you started having the current difficulties?

    That will really assist me in weighing the risks.

    Again, thanks
  • TaliaTalia Moderator Member Posts: 428 ✭✭
    Yes, we have successfully processed other requests since then. This particular issue is about the same file (even though the dates are a bit different).
    Talia
    Sign up for Payoneer and the US Payment Service here!
  • hichamovhichamov Member Posts: 25
    i really don't understand why you are so Frustrating about the money you transfert from paypal to payoneer VBA!! i do that and i got the money in 2 Days... my question for the ones who are too frustrated : do you have a verified paypal account!? do you really have a Verified account!?
    because otherwise the transfert will be done without a lot of delay like in your case.. and personely i think it's not the payoneer problem but your Paypal Account... Plus Before we make any Bank Withraw we check the DATES first.

    Goodluck all and really you have to be happy because payoneer gave you the chance to use a Legal VBA with an attached Mastercard for 20$/year.

    Best Regards
  • SayWhatSayWhat Member Posts: 7
    edited September 2011
    hichamov

    with all due respect you shouldn't talk about stuff you know little about.

    You can clearly read the comments from Payoneer staff in which they admit there have been problems with withdrawals initiated on certain dates.
  • Gianni M.Gianni M. Member Posts: 5
    I have the same problem. I sent money from "paypal" on 02/09/2011 and I have not yet received. Reference number: LTK52905928254X

    Tracking number on paypal: 031101059

    I have understood that allegedly went missing some files, what would happen if the bank can not find the files? ¿Payoneer is responsible for the money?
    ...
    ¿11 days of searching and still nothing? It is very unfortunate that we are receiving treatment, I trust Payoneer, but it seems unfair to 11 days do not take more drastic measures with the bank. The worst thing is that I can not associate a account (XTEND) to my card.

    Things go from bad to worse. :)
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