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Continuous degradation of service

sillygoose Member Posts: 9

Payoneer fills a very unique area of the market and is a great partner for the likes of UpWork.

When I started using UpWork, I signed up to Payoneer through their site and thanks to the relationship between the two companies this meant that account loadings and the time it took for funds to load to my card were relatively low.

For the first year, it took about 10 minutes for funds to hit my account and about another 10 minutes for my card to be loaded. I made withdrawals every week and it was always consistent.

Suddenly, this year, the time increased to about half an hour for funds to load to my card and now its at the post where it takes several hours.

I have contacted Payoneer Customer Support about this on chat to see if there is any rhyme or reason as to why the service gets worse over time and they always say the same thing: 'it can take from 24 hours to 3 days'.

That is not an acceptable answer - there has to be a reason for sudden changes.

I asked for this concern to be escalated to management to see if there was perhaps a wrong setting on my account causing this problem and the agents refused.

I am extremely frustrated and want feedback.


  • [Deleted User]
    [Deleted User] Posts: 179

    Hi there,

    I am sorry to hear about your frustration. Please note that the standard loading time for a payment can be 1-3 business days. Sometimes it can be less than 24 hours or a day or two. This also depends on the amount of inquiries Payoneer Support is handling and the influx of payments.

    Thank you for raising your concern.

  • EdwinPayoneer
    EdwinPayoneer Confirm Email, Member, Administrator Posts: 366 ✭✭✭✭✭✭✭

    Hi @sillygoose . I am truly sorry for this recent delay in payment processing. If you would like, please send me a direct message featuring the reference number for your last conversation with us, and I can provide some clarity on this issue for you.

  • EdwinPayoneer
    EdwinPayoneer Confirm Email, Member, Administrator Posts: 366 ✭✭✭✭✭✭✭

    @sillygoose I am sorry that your recent experiences have left you feeling as Payoneer has punished you. This is absolutely not how we conduct ourselves, and certainly not how we want you to feel about our service. I would love to provide a little more insight into this, or offer some more information, but I need you to send me a private message featuring the reference numbers to the emails you received to do so.

    If you are interested in learning more about what you have experienced in terms of loading times, or finding a solution to these questions, I invite you to send me a private message at your earliest convenience.

  • EdwinPayoneer
    EdwinPayoneer Confirm Email, Member, Administrator Posts: 366 ✭✭✭✭✭✭✭

    Hi @sillygoose. I am certain the reason for the account closure is not related to any complaints you may have had. We welcome any feedback or concerns about your account. This is the only way we can grow and improve our service.

    When an account is closed due to a break in the terms of service, customer care can only see this. Hence the name "undisclosed". This information is only available to the team which closed the account and can not be disclosed for security purposes.

    In regards to a representative advising you about the European union legislation, I would ask that you provide me with a reference number to where this was explained to you, and I can definitely investigate further.

    I am very sorry we are unable to provide more clarity on the account closure for you.