Huge Issue!! Payoneer Stopped Automatic Flow of Funds just before Payment | Stuck Abroad. HELP!!!

damondodamondo Posts: 4Member
edited April 24 in Ask The Community
Hi,

Okay, I have a really serious issue here and I've been getting absolutely nowhere with customer service which is completely ridiculous considering my situation. Let me explain...

I have been taking a long holiday abroad and I have been using my Payoneer Mastercard to book my flights, accommodations etc. Everything was all fine but when I withdrew some funds that I had stored in my PeoplePerHour account from some time ago back in the UK a couple of days ago, I receive an email (shown below) from Payoneer exactly 1 minute before the funds went into my Payoneer account which basically states that the automatic flow of funds from my account to my card has been placed on hold while a routine check is being taken out which is absolutely detrimental to me as my vacancy at this accommodation ends on the 11am on the 26th April 2019, so less than 48 hours away and I am unable to book anything further and therefore I'll be left homeless in a location abroad with no way of help just because of this check.

I can understand why it needs to be done since I've been using the card more often than I usually do but I am getting nowhere with customer service and I'm really terrified about what's going to happen to me if I am left on a street abroad with no backup plan.

I specifically kept and withdrew these funds from PeoplePerHour for booking something further on my travels and now it's all on hold.

This is the email I received:

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We are happy to see that you are using your Payoneer Prepaid MasterCard®! The increased activity on your card is a great sign of a growing business; however, it also means that Payoneer must do our job to ensure your funds are always safe and secure.

We are currently performing a routine check on your account. While this happens, we have stopped the automatic flow of funds from your Payoneer account to your card. But don’t worry, your card is still 100% functional and you can continue to make purchases and withdraw funds from the ATM. Additionally, you can withdraw funds from Payoneer directly to your local bank account at any time.

We will notify you when the check is complete (2-3 business days) and your card can continue automatically receiving funds.

If you have any questions, please feel free to contact us.

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I honestly feel as if Payoneer do not give a care in the world about the seriousness of my situation, hence taking it to these forums in the hope that someone can advise me properly. I was told I could use this Mastercard no problem abroad but I was never told that this would possibly happen. It's actually dangerous to do this to someone without any notice whatsoever.

Regards

Comments

  • KazPayoneerKazPayoneer Posts: 569Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hey @damondo,

    Sorry to see that this happened to you. Luckily, this is a repetitively straightforward thing to resolve.

    Usually when we stop the flow of funds, it is because we are missing some information from you, and most commonly, it is because you have an ID/passport on file that either has not been submitted or approved. So once you've uploaded this ID to your account, it will take 1-2 business days to be approved, and your account will be adjusted accordingly including the automatic flow of funds. You would be notified of that via e-mail.

    We do not do these things because we do not care - we do it only because we need to have up to date information about our users so that we can remain legally compliant.

    Thanks for your understanding. If we can expedite your case, let us know and we will see what we can do.

  • damondodamondo Posts: 4Member
    Hi KazPayoneer,

    I have submitted my passport identification already and then once again! However, I seem to be here on a wild goose chase. I sincerely hope you can understand that this is a serious situation for me, and to top it off; I am getting nowhere with the customer support team. It's back and forth to the point where I am pretty much homeless in a foreign country as of the date stated within my original message. This has been a few days already pretty much, so the 1-2 days idea you have in mind has already passed!

    What exactly are we going to do about this? My funds are all legit coming from PeoplePerHour where I am a top certified web developer, so what else needs to be checked here? I'm giving this a little extra time and if things aren't progressing, then you's personally need to get in touch with me. I am really worried about this now and do not understand why someone with a great reputation within your business would be treated this way.

    Regards
  • damondodamondo Posts: 4Member
    > @KazPayoneer said:
    > Hey @damondo,
    >
    > Sorry to see that this happened to you. Luckily, this is a repetitively straightforward thing to resolve.
    >
    > Usually when we stop the flow of funds, it is because we are missing some information from you, and most commonly, it is because you have an ID/passport on file that either has not been submitted or approved. So once you've uploaded this ID to your account, it will take 1-2 business days to be approved, and your account will be adjusted accordingly including the automatic flow of funds. You would be notified of that via e-mail.
    >
    > We do not do these things because we do not care - we do it only because we need to have up to date information about our users so that we can remain legally compliant.
    >
    > Thanks for your understanding. If we can expedite your case, let us know and we will see what we can do.

    Hi KazPayoneer,

    I have submitted my passport identification already and then once again! However, I seem to be here on a wild goose chase. I sincerely hope you can understand that this is a serious situation for me, and to top it off; I am getting nowhere with the customer support team. It's back and forth to the point where I am pretty much homeless in a foreign country as of the date stated within my original message. This has been a few days already pretty much, so the 1-2 days idea you have in mind has already passed!

    What exactly are we going to do about this? My funds are all legit coming from PeoplePerHour where I am a top certified web developer, so what else needs to be checked here? I'm giving this a little extra time and if things aren't progressing, then you's personally need to get in touch with me. I am really worried about this now and do not understand why someone with a great reputation within your business would be treated this way.

    Regards
  • KazPayoneerKazPayoneer Posts: 569Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi, if you need additional assistance on this issue, please send a private message so I can help. I can't really get into account specifics on the public forum. Thanks.

  • damondodamondo Posts: 4Member
    edited April 25
    > @KazPayoneer said:
    > Hi, if you need additional assistance on this issue, please send a private message so I can help. I can't really get into account specifics on the public forum. Thanks.

    I have sent you a message. Could you please get back to me asap as this is really urgent now as you can imagine! I still haven't heard a word from you's and my emails etc. are being ignored. I'm really starting to question things now.
  • KazPayoneerKazPayoneer Posts: 569Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Glad to have helped you solve this case once and for all!

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