Payoneer charging both receiver and sender for Request a Payment service

I am receiving money from my client using payoneer Request a Payment service. In their official document they say that they will charge only receiver or sender. Sender can decide who will pay the fee. My client who send me money is willing to pay the fee. So, payoneer should not cut the fee from my account. But, payoneer charging me and my client both for the Request a Payment service. I am not sure why they are charging us both. I sent a message to them more than 14 days ago. But not getting any response about this. I am trying to contact with them through live chat service, but can't because of high volume of inquires. Don't know what to do. Is there anyone who can suggest me what to do or solve the problem?
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