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Problem with withdraw, poor customer assistance

mnucci76 Member Posts: 1
I'm having a problem in withdrawing funds with my Payoneer Mastercard. I've been using this card last 3 months with no problems whatsoever. I've funds in my account and the card has not expired. Is the same ATM machine located in Nicaragua I've been using recently. Suddenly since last Sunday I'm not able to withdraw. The ATM says the inquiry was declined by the bank issuing the card (something like that).

Now this is the poor customer assistance part:
I've been calling 3 times the number of Payoneer Customer Care (2 in Spanish 1 in English), no answer, music music and music for more than 6 minutes, than I gave up.
I tried the chat, there were 56 queuing, 30 minutes to wait, 20 minutes, 10 minutes; when it was 2 minutes waiting time, the chat came out with the message "Sorry, no operator available".
I sent a message I received an automatic reply, saying the same things in the FAQ section, and saying if this does not solve the problem reply. I replied, no answers.
My last chance now is this forum.

So, I don't know what is the real problem, but what is sad is the very, very, very poor customer assistance.
I hope the problem can be solved quickly.

I had been doing good publicity to Payoneer, but this is kind of weird.

Thanks for the help anyone can give.



  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭
    Hi there, sorry to hear about your experience.
    I can only assume that you attempted to contact us via phone and chat during our peak times. When that happens it is recommended to submit a support ticket so a representative can get back to you as soon as possible.
    I understand that the auto-responses can be annoying and seem highly insensitive to the account holder, however this auto responses do help our representatives at times (depending on the issue) receive the requested details in order to handle the account holders inquiry quickly and efficiently. 

    If you replied to the auto-reply message, a human support representative will get in touch with you as soon as possible to assist you with your ATM issue. 

    Happy and willing to answer general questions.

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