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Payoneer and transparency

First off, I will start by condemning the poor CS here.
I withdrew money from my fiverr account hoping to use it for my medical treatment. I used the instant payment option.... 18 hours I did not see any money in my payoneer account. I woke up this morning and first mail I received was an email saying thus:

Reference Number: 161127-007198
Customer ID: 17340579
Dear Michael Nzeribe,

Response 11/27/2016 11:50 PM)
Though your card has already been issued, Payoneer’s Account Approval Department requires additional documents in order to maintain full functionality of your account.

In order to keep your account fully functional please provide us with a copy of your Government issued ID card such as your National ID, Driver's License or Passport. Please make sure the documents is clear and readable.
You can reply to this E-mail with the copy of your Government issued ID card as an attachment for a review.
Please note that your current and future payments will only be processed once you provide us with the requested information. In order to avoid suspension of your account, please provide the documents within 2 business days.

Payoneer Customer Approval Department
Date Create: 11/27/2016 12:48 PM
Date Last Updated: 11/27/2016 11:50 PM

Now my simple question which I demand honest reply is;
1) I only have temporary National ID card and I bet it's not acceptable.
2) What happens to my money if my account is blocked/suspended. Will it be returned to fiverr or held by payoneer for ever?
3) Is this the new policy and if yes. Why are my friends using their cards freely without this harassment or am I handpicked for beta testing?
4) Why didn't you mention this so that I will make arrangements for this before withdrawal?
5) Is it humans that man the CS center or bots cos all I get I canned message anytime I email them. Sometimes no reply.

Nb. Reply in the numbered format so I everyone reading this will know what they are into.
If I had known this community before now, maybe I wouldn't have registered with payoneer. I have my activated account and card. I didn't register directly from fiverr. It's an independent card linked with upwork and fiverr so gimme honest reply.
If you like send a canned message below as usual.


  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭
    edited November 2016
    For starters, if you have yet to reply to the support representatives email, we recommend you do so so they can conclude the review and credit you the funds to your account as soon as possible.

    To answer your questions:

    1. In regards to being able to use a temporary ID, this question needs to be convayed to Payoneer's approval team as these cases are reviewed case by case. Generally our users are required to be able to provide valid government issued ID's such as national ID, drivers license, passport or military ID. 

    2. After several months with no response, Payoneer will send the money automatically back to the sender as they are unable to hold on to the funds indefinitely in limbo while it other cases a simple request must be made directly through Payoneer or through the company that processed the payment towards Payoneer to reverse the funds. 

    3. As an international company moving money between continents, Payoneer requires to verify the identity of it's users. Even if you are working with a company such as Fiver, Airbnb, Amazon or other companies, the verification process done on their end is for their internal services only just like Payoneer does for it self.
    Payoneer may request for additional information from users at an earlier or later date.

    4. While accounts can be approved in advance; once you begin receiving payments; if additional information is required our team will contact you to advise you on this before any additional payments can be processed. 

    5. pre-generated texts (written by humans) are used for first contact which are designed for each case individual or repeating case for faster handling.
    Writing the same email 100 times a day to 100 different users. I can guarantee you the worst case of carpal tunnel syndrome before you reach your golden years. 

    Happy and willing to answer general questions.

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

  • maisie_m
    maisie_m Member Posts: 2
    Ah, looks like we're kind of in the same boat. There seems to be quite a large amount of postings related to this now. We're going to need a better answer than "internal review." And ideally before the holidays?
  • Michael_Nzeribe
    Michael_Nzeribe Member Posts: 6
    I just got tired.. I had to borrow money for medication.
    Payoneer rejected my withdrawal request and I have provided my national ID card and driver's license yet no money approved.
    I am just sad.
    I contacted live support and Layla the representative just cut the chat as we started telling me to come next time. She did not reply to my question.

    So sad. I wonder if there are others services apart from payoneer.

    I am just scared of withdrawing my hundreds of bucks into payoneer because they might want to see me physically before approving it.
  • ileana
    ileana Member Posts: 8
    ADAM what is happening with payoneer? I thought It was just my case, I received payments several years ago without any problem. This does not seem from a serious company. I am having problems also. I have two payments waiting from clickbank that cannot be done because of Payoneer blocking my card without any reason and without any notice.

    I will copy my comment of other post:

    "Thank you for sharing. I am glad that people share this experience. I never post. I am having also similar issue. I received payments from clickbank without any problem for several years. I loved this option to receive my payments. Suddenly they decided to block my payoneer card, without telling me, and without any reason. :/ . I knew because clickbank told me that could not make me the deposit on payoneer, because Payoneer. I contacted Payoneer Support by chat (difficult) and they told me to send some information by email, and that they block accounts aleatory. I sent all they asked by Nov 22. They haven't answered my email at all. (9 days by now) I have sent two more emails telling please be more fast because clickbank cannot pay my commissions because of them. I have money on that card that is blocked by Payoneer without notice. I don't want this happen to other people. And support: if you don't like what you are reading here please check emails of case Reference Number: 161121-014200. And at least answer. And if you are not going to unblock despite I gave you all the info please let me know to make my decision."
  • Michael_Nzeribe
    Michael_Nzeribe Member Posts: 6
    Me I need my money back. I can't withdraw.
  • ileana
    ileana Member Posts: 8
    Yes same happened to my account, and They never answer. It seems to me that Payoneer can do whatever they want with customers and their money without any reason. For me they are not a secure company to manage my money anymore. And I want my money back too. And as you said, they are having their commision for the service, they are not making us any favor. ADAM did not answer my comments about this on this forum.
  • ileana
    ileana Member Posts: 8
    Hi finally support solved my case. My recommendation: Insist a lot, every two days contact chat support, and let them know your opinion with this thing and ask them to help soon. In may last contact I asked them that please to help me faster. :)
  • HadiD
    HadiD Member Posts: 1
    Hi everyone,

    I'm facing the same problem too! I can't receive payments and my credit card was blocked for no reasons for almost a month now!

    I've contacted the chat support, they told me my account is under internal review and they can't help me!

    I've called Payoneer and they lady on the phone also told me the same thing "internal review"! I asked her if I can contact the department of internal reviews, she said she can't give me their contact! I asked her how long this can take, she said she doesn't know, it can be days as it can be weeks!

    I sent emails and after long days they answered me asking about some screenshots and papers, I sent them all they asked for but did not receive an answer yet since November 21st!!!

    Finally here I am here on this community looking for help!

    Please if there's anyone of the Payoneer team here, help me and activate my account back! The reference number of the support ticket is [161118-004593]

    I really need my account! I have almost 10 payments that are currently hold and I need to receive them, also I need to use my card to pay with it!

    It is very disappointing to be treated this way! Especially I have been using Payoneer for more than 4 years now! Never faced a problem before till the past month! Account blocked with no explanation, support can't help and answer too late! This is very bad for your reputation as a business!

    Please unblock my account!

    Kind regards,
    Hadi D.
  • Michael_Nzeribe
    Michael_Nzeribe Member Posts: 6
    I am still waiting Mr Adams.

    Your company is rude. No reply to my emails.
    Approve my withdrawal request please.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭
    It's saddening and frustrating that I keep getting automated responses from Payoneer customer Account Approval department without any of the team considering or trying to provide tangible explanation or responses to my questions.

    I have been using Payoneer since 2016 as a freelancer and my card is linked to Fiverr to receive funds. I registered with my National ID Slip and it was approved. Recently, on Friday, I initiated a payment request to a customer and I got paid and Payoneer then requested I submit documents in order to process my payments and attain functionality of my account within 7 days or it will be suspended.

    A government-issued photo ID is requested and I sent my National ID (which I used to register the account) and I was asked to send additional documentation to which I sent my government-issued resident card but they're still requesting for additional documents without saying whether the documents I sent are acceptable or not.
    Note: I don't have a drivers licence and passport as it is lost as I got robbed and I haven't received a renewal.

    I'll like to know:
    1. How long do I need to provide an additional document before my payment gets processes or my account gets suspended?
    2. Will my account be temporarily suspended until I provide additional document or will be permanently blocked?
    3. What will happen to my payment that is pending? Will it be held by payoneee or refunded to the client? And when will it be refunded?
    4. Is there a time concession that can be given for me to provide the additional document as it will take up to a week or two to get my new passport.
    5. If my account gets suspended, how long will it be suspended for and can I re-activate it once I provide the document.

    I will appreciate a response to the above questions in such order, as the Account Approval team hasn't answered me and have only been sensing me automated responses and its weekend and I can't have a live chat with anyone. I need your kind response in order to know what next step to take as I'm confused and I need my hard earned funds for urgent needs.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭
    Hi Dan,

    Thanks for the response. I understand you receive lots of emails but I've replied to every automated response and still getting same automated response from different representative.Here's my reference number: 180706-008688 and Customer ID: 18300557

    I would appreciate an understanding and possible alternative approach to my case. I'm willing to other verification options like my utility bill, taking a picture holding my ID and date. Because I just called the immigration office and it's gonna take longer than expected to get my passport.

    I look forward to your kind response.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭
    According to the immigration office which I contacted this morning, due to some administrative delays, it will take 6-7weeks to get the passport.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭

    I have a National ID which I have sent severally in response to the email by the Account Approval team. It's the same National ID I used to register an account with Payoneer and also with regard to online freelance marketplace, its the same National ID I used for Fiverr verification and it was accepted.
    I have a National voters card which also carries my photo and details, which I can send also as additional document, if that's good.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭
    Hello Dan,
    I later provided my Voter's card which is a government-issued photo ID and the Accounts Approval team has cleared me saying "Thank you for providing your ID. Your ID requirements have been fulfilled" and my payment request now reads "Payment Approved", although the money isn't showing in my account balance yet.
    I'm guessing it will take some time?

    Also, it means I can keep providing the accepted ID until my Passport is ready, right?

    Thanks for being responsive, it helped in calming me and giving me a hope towards solving the issue.
  • Bella_dedoyin37
    Bella_dedoyin37 Member Posts: 10 ✭✭
    No, I don't. I made that known in my replies to the emails and on here.