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Payoneer charged for a Failed ATM withdrawal Transcation

mykolapopovych Member Posts: 1
edited January 2016 in Ask The Community
I tried to withdraw money at the ATM where I always do it and it showed me an error message saying that it failed process my transaction. It didn't tell the reason just returned back my card and 1 minute later I found out in the Payoneer mobile app that my balance was charged by $722.64 USD for 200 000 HUF withdrawal. It doesn't say that the transaction failed, on Payoneer side everything looks like it just withdrew money but the ATM didn't give me the money. I opened a support ticket and replied to Payoneer for an automated email asking to confirm transaction but its been more than 3 days now and I still haven't gotten any response from Payoneer.

The Live Chat doesn't work, it says "Chat not available due to high volume of inquires.". How much long should I wait, and will someone answer me if I will get my money back?


  • BogdanG
    BogdanG Member Posts: 2
    I'm facing the same problem. In live chat they told me that I have to wait exactly 7 business days and then the money will be back in my account if the ATM doesn't confirm that the transaction was successful, wich in our cases wasn't. Today is my 7th business day and i still didn't get my money back..
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭
    Hi there, while rare, sometimes because of some unforeseen glitch or power outage a transaction can be "stuck" in a state of a pending transaction. It's never a pleasant experience, but it does happen. The first thing to do in this case is to contact the merchant, in this case the ATM operator as they can release the transaction or advise you how long it will take for the funds to return to the card. 

    At times you will be told by the merchant that the money is not with them and that you need to contact the card provider, which turns into a unnerving experience because you feel like you keep getting bounced around between the merchant and your card provider.

    When talking about any service that is not related to hotels, car rentals or any other vacation/rental company. the transaction it self has an expiration date should the merchant not collect the funds. So if after 10 days (to the exact time the transaction originally took place) the money is not collected, the transaction expires and the money returns to the card again. 
    This is a fragile period for the user because basically you are staring at your account screen seeing money you can't access, but you need to check this everyday because on the off-chance the money is charged, you will need to let Payoneer customer support know so they can send you the dispute forms in order to start processing your request to get your money back. 

    If you never received the money from the transaction, high chance you will win the dispute and get the money back to the card.

    Happy and willing to answer general questions.

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

  • BjarneH
    BjarneH Member Posts: 5
    Adam... this is unacceptable - how can the bank expect customers to be without that money for TEN DAYS???
  • dzi022
    dzi022 Member Posts: 3
    Same happens to me, still nothing, it's past 11 days.. :(
  • wexpert
    wexpert Member Posts: 3
    happened to me a couple of years ago with $350, waited 2 weeks then filed for a chargeback with payoneer, money was back in my account after 30 days.

    If this solution interests you contact payoneer and ask them to send you the required documents for the chargeback
  • hitch
    hitch Member Posts: 3
    have the same issue...
    I sent to payoneer support 3 documents from the Tunisian Bank who prove that the transaction was declined from them, but payoneer request a refund. I normally use paypal or wire transfer and never had a problem, this is the first time that i use payoneer and now i'm blocked for 470 USD
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭
    As mentioned, it's not a pleasant experience. ATM and self service gas station where you just swipe your credit card work with automated and complex systems. Hypothetically to get the bank or gas station to release the funds, the merchant needs to contact their card processing provider, the provider needs to locate said transaction and send it over to the merchant, the merchant send it to the card provider (in this case Payoneer), we confirm the information and than the merchant needs to request the processing provider to cancel the transaction. This is of course under the assumption the bank or gas station self service station will take the extra mile to get this information, and from my experience, I have never seen any transaction of this type canceled this way.

    The banks will usually own up to the error and reverse the money right away, but when that does not happen, as annoying as it sounds, you just need to have a little patience in order to allow the transaction to cancel and return automatically to the card.

    When the ATM charges the card, this is a completely different ball game because at this point if the bank doesn't reverse the funds on their own, you need to dispute the transaction through the card provider, in this case Payoneer. Disputing a transaction is never fun and it can take up to 3 months, so pursuing this option should always be treated as a last resort. 

    And before anyone mentions that their bank reversed the transaction within 24 hours when they filled for a dispute, please note that we are not a bank and the majority of card companies do not have the same ability to perform a hasty chargeback like the banks can.

    Happy and willing to answer general questions.

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

  • hitch
    hitch Member Posts: 3
    as i mentioned on my different email, i have sent proof from the bank that the transaction was declined from them and they never charged my card, so this is a little bit confusing.

    at least the bank have proved me that the transaction never happened and they never receive the money from my account.
  • hitch
    hitch Member Posts: 3
    received my funds less than 20 days.

    Thank you payoneer.
  • lintrovert
    lintrovert Member Posts: 5
    I have sent multiple emails asking if outstanding authorization will affect my incoming salary from Upwork but no one has replied for days. At the moment, my balance is $0 and below is the last email 6 days ago.

    "The $200+ transaction has been paid back, however the $200+ is still pending. Please note that the transaction in question is an outstanding authorization, meaning the transaction is pending the merchant's authorization and has not yet been charged.Your outstanding authorization will be automatically released back into your account on 01/06/2017. However, if the merchant chooses to charge the transaction before the release date then the funds will not be released back into your account and you may dispute the charge by contacting us."

    I am about to withdraw my pay from Upwork and I'm nervous that it will charge the outstanding authorization. Please advise