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ssionel Member Posts: 13 ✭✭
I tried to solve my case to customer care team as well, and many time.
Well, I ordered 2cards, it’s EUR and USD card, I ordered the USD card first on 6January 2019 , and they said should be arrive between 24Jan 2019 - 4Feb 2019, I has money in it. Then I ordered EUR card in 8Jan 2019 and they Said should be arrive between 26Jan 2019 - 4Feb 2019. Well I got my EUR card first than the USD card. Which is the EUR card is have no money inside. It is weird isn’t it ?? I tried to ask them, but they just said it’s normal and I have to wait. Also I asked them, how if I didn’t get the USD card until 6Feb 2019 ? They said, I have to order new one. Is that fair ? I really regret to make payoneer account, I bet this company will close soon, and I hope nobody make payoneer account, as long they are not make better way. Oh Jesus bless them Lord. So please someone give me reason why the USD card not coming first ? Why they send the EUR card first ?? Of course all the people make payoneer account to make easier transaction, but see all of us just got the issues. Please Payoneer play fair.! And now explain to us!


  • [Deleted User]
    [Deleted User] Posts: 176
    edited January 2019

    Hello, @ssionel

    We are sorry to hear that you have not received your USD card yet. Unfortunately, we do not have any control over your country's local mailing service. We cannot guarantee which card will be delivered faster, as cards are sent through regular mailing service, without a tracking number and we do not have any control of the shipping process straight from the moment when the envelope is passed on to the postal service. The regular shipping time is up to 4 weeks. That is completely normal. Unfortunately, EUR card will reflect only EUR balance, it will not reflect funds in any other currencies as it is a single currency card. Please wait until the 4th of February 2019 for the USD card to be delivered. In case if the card will not be delivered on time, there are different ways to access your funds. For example, it is possible to withdraw funds to your local bank. However, this depends on your account type, country and other circumstances. It is required to see the account to advise more specifically. In case if your USD card is your main method of payment on your account, you will need to have this card in order to be able to access the funds. Please contact our Customer Care department for them to be able to have a look at your account and advise which other options of accesing your funds you have and what your account type is.

    Please note that card is shipped and passed on to the post service within up to 48 hours from the moment when it was ordered. In case if the regular mail shipping was chosen, we cannot explain why your EUR card came first, as once again, we do not have any influence on third party decisions, in the regards to which envelope is included in the earlier shipment.

    I am very sorry to hear an overall frustration that you have. We will be glad to assist you with any issue directly related to our service and we will be happy to explain and advise you accordingly. However, please be advised that this forum is designed specifically for users to be able to ask general questions and have discussions in the regards to questions or issues that they might encounter. This is not a forum to post reviews, so here is why all the topics here contain a question or an issue, as that is the whole purpose for running this forum.

    We will appreciate your understanding and please let us know in case if you will require additional information

  • KazPayoneer
    KazPayoneer Confirm Email, Member, Administrator Posts: 1,559 ✭✭✭✭✭✭✭

    Hello @ssionel. I'm really sorry to see that you feel this way about us and I apologize for the situation.

    We've seen multiple reports lately of issues resetting the password, or entering a correct password unsuccessfully. This can be resolved if you reset the password (to unlock your account - the lock lasts 30 minutes), and then reset your browser's cookies and cache. You may even need to use another browser, and use incognito mode. These quick-fixes should remedy that issue.

    In regards to the card, I'm sorry you haven't received the correct card, but it is important to note that Payoneer does not control what happens to the card after it has been shipped. There could be an issue with your local post office or some other factor that is not in Payoneer's control. We offer the ability to have a tracking number attached to a new card order. I would suggest to use this moving forward as you will be able to track the card.

    If you have not received the correct card yet, I would advise looking into re-ordering the card with a tracking number (using registered mail), or using our expedited shipping which comes with a tracking number and reduced wait time. Our customer care department can readily assist you with either of these, should you need our assistance.

    Thank you for understanding.

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

    @ssionel It is not required to log in to contact our support team. Just send the message to our support team by clicking here. Send me a private message featuring the reference number for the email you have sent and we can have support take a look at your request.

    Also please understand, email correspondence is not a method that has an immediate response. It can take 2-3 business days for a reply in this way. So please allow the support team some time to get in contact with you, following your request.

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

    Hi @ssionel . In order for us to better assist you can you send me a private message with your Payoneer user i.d. and the reference number for the last email you have sent us?