For about a month transfer to another payoneer can't be fixed by support.

AChristAChrist Posts: 4Member
Hello,
I do not know how to draw attention to my problem any more, only option is to contact to you via public message, and I am sorry about that. But 4 customer support sessions did nothing for me within a month.

My problem is that I've hit limit by sending transactions when I shouldn't, an support confirmed that it was being fixed and they upgraded my account with more fancy way of transferring funds. ( myaccount payoneer com/ MainPage/SendPaymentFAQ.aspx) (had to be edited like this, because it wouldn't permit to post with direct link.)

Before I used Card 2 Card transfer to two colleagues, which were done on monthly basis since we work in a team. And I had no problems with it till now.

Now when I send money by new method I have this situation:
1st colleague receives money no problem.
2nd colleague - when I just enter his email instantly pops up: We're sorry, you cannot send a payment at this time.

Support can't fix it. I addressed it first to Russian support, and they confirmed it as an error and I should wait. About 10 days pass, can tell exactly how many, but still no news from Payoneer and I again contact support and no fix is provided.
Well ok, maybe Russian support is not skilled enough or maybe doesn't understand something, and I take my chance going in to English language Support.
From there it becomes interesting. It becomes pretty obvious that support is being outsourced (most probably India, where else, eh?). Grammar mistakes, not using capital letters, and the way they speak.
So they say that my recipient has to be eligible.
But hold on, he received money from me before. WTF? We even earn money from same partner, and receive it from them, withdraw it successfully.
And that HE (recipient) must contact customer support. I am confused, but we try to go that path.

I notify my colleague, and he starts his sessions with customer support. Which tells him that I must contact support on this matter.

[quote]
Благодарим вас за обращение.
МЫ направляем запрос по поводу получения вами переводов от вашего коллеги, о котором мы говорили в чате.
Ваш аккаунт в порядке - Отправителю необходимо подключить дополнительную услугу - МЫ рассматриваем и занимаемся этим.
Как только у нас будет ответ - мы сразу сообщим отправителю.
Процесс может занять несколько рабочих дней.
[/quote]

Which translates as (short version):

[quote]
Thank you for contacting us.
We will send request about getting you transfer from your colleagues, that we talked about in the chat.
Your account is in order - The sender must connect an additional service - and we are considering doing this.
As soon as we have the answer - we will immediately notify the sender.
The process can take several days.
[/quote]
In that chat they didn't even asked my (senders) email. And it was on 25th of August. Today is 31st.
New month is right around the corner and I am in suspense of waiting how will people will react on fails from my (?) part...

This looks like a dead end to me, so here I am. Where I can not use simple service to only one specific email (recipient). To another email (user) I was able to send money without any troubles! This is just frustrating and I feel helpless after so many attempts from me.

Can you help me out, whom should I contact to sort this things out? I used only Live Chat
I am loosing trust and business by this inability of simple things like transferring money. Even more I can't expect to plan my growth.

P.S. Sorry for this wall of text and maybe errors, but English is not my main language.
Thank you.

Comments

  • dessdess Posts: 4Member
    The same thing here. My friend sent me money via Payoneer and after few days I tried to return but the moment I add his email in the payment box it pops up a message, It says " We're sorry but you cannot make a payment at this time". Nothing explained why.

    Not only this but Someone was supposed to send me money via Payoneer and he told me he couldn't do it but he sent me several times in the past. What's goin on Payoneer? Pls fix this as soon as possible.
  • Adam_PayoneerAdam_Payoneer Posts: 1,109Administrator ✭✭✭✭✭✭✭
    Thank you for this feedback. The Make A Payment feature is a more robust way of transferring funds between Payoneer users, mainly because the sending and receiving limits are much higher than the old card to card transfer method and the fact that this feature is not limited to card transfers only, but can be used to transfer funds between card to card, card to account, account to card and account to account. (account means that the user only have an online balance which he can only withdraw to his bank and not load to a card).

    While we are very proud of the new service feature we have introduced, as you have noticed it can slightly be confusing at times. Part of the reasons this service may be limited is because there several parameters that need to be met before one can initiate a transfer from one Payoneer account to another. This can depend on how the account was registered, the account program you are registered under and the country you are currently living in. Unfortunately, some countries can only enjoy a small portion of the feature while others don't have the ability to use the feature at all.

    This feature is new and we are welcoming any feedback in regards to this service so we know where we can improve the experience for our users. Additional features to this service may be added in the future and we are always constantly working on making sure that the services we provide to our users will be as equals, that way no user is left out regardless of the program he is registered under or the country he lives in.


    Until than, our users can use the "Request a Payment" feature on their accounts. This way the receiver can send a payment request to the sender in order to collect the funds for the service he provided for you. The same method of receiving payments from individual clients can be used with other Payoneer users. 

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • Adam_PayoneerAdam_Payoneer Posts: 1,109Administrator ✭✭✭✭✭✭✭
    Thank you for this feedback. The Make A Payment feature is a more robust way of transferring funds between Payoneer users, mainly because the sending and receiving limits are much higher than the old card to card transfer method and the fact that this feature is not limited to card transfers only, but can be used to transfer funds between card to card, card to account, account to card and account to account. (account means that the user only have an online balance which he can only withdraw to his bank and not load to a card).

    While we are very proud of the new service feature we have introduced, as you have noticed it can slightly be confusing at times. Part of the reasons this service may be limited is because there several parameters that need to be met before one can initiate a transfer from one Payoneer account to another. This can depend on how the account was registered, the account program you are registered under and the country you are currently living in. Unfortunately, some countries can only enjoy a small portion of the feature while others don't have the ability to use the feature at all.

    This feature is new and we are welcoming any feedback in regards to this service so we know where we can improve the experience for our users. Additional features to this service may be added in the future and we are always constantly working on making sure that the services we provide to our users will be as equals, that way no user is left out regardless of the program he is registered under or the country he lives in.


    Until than, our users can use the "Request a Payment" feature on their accounts. This way the receiver can send a payment request to the sender in order to collect the funds for the service he provided for you. The same method of receiving payments from individual clients can be used with other Payoneer users. 

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • ronchibronchib Posts: 3Member
    edited February 2016
    Hi, I'd like to help you on this issue so you "know where we can improve the experience for our users": do what you tell us you can do when we register with you and pay you a yearly fee. It's real simple. I recommended your service to an associate who then registered, and then I wanted to Make a Payment to him of $300. Now I want it executed. I already sent a message about this 5 days ago without any response. Thank you.
    ---
    We're sorry but you cannot make a payment at this time.
    Please contact us for assistance.
    To:
    XXXX
    Amount ($):
    300
    Type:
    Add a Note:
    By pressing "Continue" you agree to the Terms & Conditions
    Continue
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