Why it takes so long for my money to be receive in my account (and Prepaid Master Card)?

simeonova

:/ Hello, I am writing with huge disappointment because of Payoneer Service.
When I choosed to take the Prepaid Master Card I was sure I am doing the best choice, because of the Ads that I'll take my money in about 3 days. So, when I request my first payment on 1st December (from MFC) my card was approved and immediately the fees for the card and maintenance were taken. I choosed to give the big fees because of the fast service.
On 2nd December I send payment from another company (Cam4) and still don't have e-mail or any sign of those money in my account. 12 days!!! Why?! Of course 4 of them are not bussiness days, but still too long. The money are sended for sure, not delay from Cam4.

Last week I contacted Payoneer support online chat, just to be more frustrate. I asked why the money are still not in my card, the answer was that I have to check my Transactions and I'll see it - I realized that the support is talking for my first payment from MFC, so he/she wasn't even reading properly what I am saying - the date, the ammount and the company was different enough to do not make mistake between them.

I need my money urgent, this is why I choose Payoneer services... Did I do a mistake? I want to know where my money are...

Adam_Payoneer

Hello there,

We are sorry to hear about your experience with our customer support agent. While as human beings we are acquainted to the term "human error", we are sorry to see that this is the case with our service center.

Obviously no one should wait 12 days for a transfer that can take place in a few days, when this happens the support agent will ask for a screenshot of your payout history. Basically what our agent and payment department staff are looking for is proof that your paying company actually transferred the funds to your Payoneer account.
The reason behind this is that when our team investigates missing payments, at times we will contact the company that pays through Payoneer in order to notify them that we have an ongoing issue in regards to a missing payment from a mutual client. 

When providing the screenshot to the Payoneer support agent, make sure that the following appear:

• The payment in question that you were suppose to receive.
• Any indicator that shows that the account you have with the paying company is yours.

Also (if you can), provide a screenshot of your email/chat communication you had with the paying company. This helps resolve missing payment issues faster when we have transcripts of your communication with the paying company. 

simeonova

Do someone have experience like this? What was the longest period you were waiting for your money? I am getting worry here...

agnanzakariya

Glad to hear that, since I new in this service. Respect for support, to knowing fast how the problem are exist.

simeonova

Update: I want to thank to the support this time. Your agent Nadia was really helpful this time. I think it's important to write what happened and why I have such problems, so the other users will see why this happened to me.
Back in the 2013 I received another Payoneer Master Card, which I never used and I thought it was blocked forever. So my payments were send to my old account. Our support this time told me exactly what to do to merge the two accounts, so my payments to come in my new card.
Now I hope my documents will be review soon, because I need my payments for my bills.

simeonova

Reference Number: 151214-003883 Please help me to merge my accounts as soon as possible. Thank you.

rosalieriva

> @rosalieriva said:
> nakatanggap ako nang email tungkol sa payment recieved na galing sa payoneer.paano po b ang tamang proseso upang ito ay aking matanggap at mkuha sa pamamagitan nang aking payoneer wirecard?maraming salamat po hangad ko po ang inyong maagang pagtugon.

nurak

My client transferred 3 payments. 1 thru a credit card, 1 thru bank transfer and this time, he again transferred thru credit card and but this time the payment was rejected twice. Got through the third time. BUT;

After I got the payment through, the status was "Payment Under Review" and I got an email saying I need to fill up a FORM. I filled up the form and I was asked for the photo identity. I sent that too. But the status is still "Payment Under Review".

I tried to get support, but the chart support was not available. I sent a ticket .. I got a reply from "Customer Care":

Your question has been received. Your inquiry is important to us.
Our staff will contact you within 3 business days.

Subject: I am providing documents for a payment.
Reference Number: 160720-006890

Does answering a ticket take 3 days?

As people have complained above, what happens if it takes ages to get the funds loaded? I pay my hosting fees from the card and if the funds are not loaded, my hosting will be suspended.

My client is also worried, too.

So what is the fastest way to get this resolved?

donaj

> @simeonova said:
> Do someone have experience like this? What was the longest period you were waiting for your money? I am getting worry here...

it depends on what method your paying company used.

If they use bank transfer it will show E-check method pending and will have an estimated time on Payoneer dashboard. The longest time it took for a transfer to go through was when one of my clients paid via Bank.

Credit card payments clear within 2-4 businessdays. Never had trouble and 12 days is too long and I am sure if you go to your pending payments it should show it as rejected i think.

Mayden

I am also worried about delayed transfer. this is my first time to use Payoneer and they sent a withdrawal confirmation to allow 3 business days and it is already 5 days. I've been sending message to their support group and receive a lot of reference number that are worthless. No decent reply that contains valuable explanation only automated replies...anybody having the same problem this week?

ledassbee

I have the same problem. It has been 9 work days since transfer was done. Still nothing on my account. Support is silent. It causes lots of troubles. Can anybody help? Where is my money?

Adam_Payoneer

There can be multiple reasons why payments will be delayed. 
The most common reasons to why payments are delayed can be read on a blog piece I wrote about by clicking here. 
With that said, it is always recommended to get in touch with our support center directly to better understand the true reason for the delay as sometimes our team might be missing some information in order to complete the transfer of the funds (this of course varies case by case). 

If you open a ticket and you receive an automated email, even if the email does not answer your question, replying to the email will make sure that a live service represetnative will get back to you as soon as possible. 

muneddmore

I got to this forum after searching why my payment is being delayed. I fell in love with what this service promised, but now if and after my payment finally comes through, I will only use this as a last option.