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Missing information? My payment is been held for a week.

lautaroCBA Member Posts: 5
I have a payment held for a week now. They requested me to send my ID again and fill the questionarie a second time, then requested more proof of the payment, so I sent the invoice for the payment, plus forms for the government, then they said it was not sufficient, that I needed to send "screenshots of relevant conversations with the client where it can be read that we agree on the payment". I've replied that the person sending the payment is not the same guy I talk to, but a person in charge of the money transfers, I don't have anything like that.

From that day I've had zero email responses, chat assistants just tell me that I have to keep waiting, but honestly I don't know what's going on. The same client had sent me other 3 payments in the past, with similar amounts. Even more, I know a person that does work for the same company and he's been working with them for over a year and never had any issues.


  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭

    If a review is taking longer than it should, it is possible that there is an element for the service that is being provided that the payments team is focused on. As an international payment processor, Payoneer is heavy regulated and must comply by both national and international laws and regulations set by the government and banks. For them to credit the funds to your account, they must be 100% sure that the funds being processed do not go against the terms of service.

    As a rule of thumb for any business provider, the more information you have on the service you provide, the less issues you will have in accessing your pay. This is true for every aspect of life both locally with your local government authorities and business infrastructure and online business providers such as Payoneer.

    In this case, wait for the payments team next email reply and provide them with the information they require to approve the payment. You can also add additional information to compliment it in order to show that your service is supported by Payoneer's terms of service.

    Happy and willing to answer general questions.

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

  • lautaroCBA
    lautaroCBA Member Posts: 5
    edited June 2017
    Well, it's been already more than two weeks, I've sent as much information as I can possibly imagine and I'm still left in the dark. All support tickets have been closed as "Resolved" even without an answer and all chat assitants keep saying the same: wait 24 to 48 hours.

    This has been by far the most frustrating experience in a service provided. I've had serious problems with half of the transactions, 2 out of 4 transactions had delays, and I really don't know when this one is going to be completed, if ever.
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