Account hacked and Payoneer customer support not treating properly.

usman456

My account was hacked and someone add a bank account in withdrawal method and payoneer approved it without any proper verification. I informed payoneer and they take a week and than i get response from payoneer to send documents for verification. They demanded that i hold document in one hand and write today's date on paper and hold it in other hand.

It was my fault that they treating me like a criminal ? Why i need verify myself again when it was payoneer mistake? it's really embarrassing.

BUT I RESPECT PAYONEER AND SEND DOCUMENTS TO THEM AND IMAGE OF ME HOLDING DATE AND DOCUMENTS.
I send them my passport document which i used 4 months ago to verify my payoneer account.

After that i receive an email that the number of my id document is not the same that is used at the time of registration. Why they approved same document to verify my account 4 months ago ? it was valid 4 months ago but now they don't consider it valid ... how is it possible ?

Still i respect payoneer and i send them my national id document also which has the same number that i used for registration when i first time join payoneer.

I don't know what they are doing with me or they dont want me to be on payoneer anymore.
I feel sometimes that it was my mistake that i informed them that someone hack my account .

I also have 106 $ in my account and dont know what is the future of that money also .... its really frustrating how you you guys are behaving with 3 years old customer ... 10 days are gone and i am playing with the emails and wasting time to use chat with customer support ....

Please help me, now its really frustrating . It was not my fault and everything disturbed and they are behaving like i am responsible for all that

I beg you please help me.

KazPayoneer

Hello @usman456,

This procedure is not intended to treat you like a criminal. What our team is trying to do with this procedure is to fully establish that you are the rightful owner of the account, so that we can reinstate it and grant you access to your account again. This is how we know that the account has been successfully recovered after it was compromised.

In this, the information you present to us has to match the information that was registered with the account. If it does not match, it is not typically a big deal - our team will then ask you for an explanation of why the information did not a match, or will ask you to submit the document that has the matching information.

We ask you to do the above to secure your account. We are not trying to make you feel responsible for the incident because we know you are not. But we have to make the necessary measures to assure that your account is secure.

Once your account is restored, our security team continues a thorough investigation into the cause and the severity of the incident. They will decide how to proceed. This process involves multiple departments within the company so there is not a time frame that we can provide as it depends on how fast they are able to conclude the investigation. From there, it can be decided whether or not you would receive your funds back (if we are able to get the funds back).

We're sorry for the inconvenience as we know it can be an inconvenient process. But we will always let you know of what exactly you need, and of any updates that arise.

usman456

Thank you so much , the problem is solved.

Thanks Customer Support