My account is under review and temporarily blocked but I'm not receiving any updates from Payoneer

PolillaPolilla Member Posts: 3
Hello,

The past Wednesday (May 29th) when I tried to log in I received a message saying my account was blocked and that I should contact support. I did not receive an email notification, so I'm not 100% positive about the exact the date my account was blocked. As instructed, I contacted support via chat and I was informed that it was being reviewed, that the process may take a few days but that I should receive an update via email as soon as Payoneer reachs a decision. I was also informed that if I didn't receive any news by May 31st EOD I should contact support again.

The day after the incident (May 30th) I also sent a request via email in case that was faster. Again, I was told that I should receive an update soon. To be fair, that was an automatic reply so I just decided to wait until today (June 3rd).

Given the absolute lack of news or change in the status of my account, today I contacted support via chat for the second time. After verifying my identity and explain my situation, I was told to wait for a minute while the Payoneer assistant checked my case. To keep it short, my assistant disconnected and I was sent back to the end of the queue. A few minutes later I was reconnected. Not sure if it's relevant, but it was with the same person that assisted me the first time. In any case, I was told that my case was still being reviewed and that this time I should definitely, absolutely receive an update shortly.

I haven't receive any emails at all, my account is still blocked and I noticed the status of my request now appears as 'resolved'. I'm starting to run out of options and ideas, so I decided to ask here in case someone can guide me through this or tell me the right steps I should take in order to receive an update and a definitive answer to my situation.

Putting aside the fact that I use this account to run a legitimate business and that I didn't do anything different to what I've been doing for the past six years (and as far as I know, nothing that goes against the Terms & Conditions) I'm completely clueless about what happened. I have funds in that account that I currently can't use or withdraw and I'm nor receiving any updates, just being asked to keep waiting.

I know this may sound as a complaint and it's not my intention to demand anything. I'm just trying to emphasize the nature of the urgency for an update in a what I consider a reasonable period of time. I fully understand the rules, I know that you're not always going to reveal the reasons for a blocked account and that you'll hold the funds until the issue is solved, so I'll just have to be pragmatic, take a deep breath and skip that bit... but I'm honestly 100% lost and I feel I'm in the need of assistance. I'd just like to be as informed as possible about my situation. I'll keep being patient if that's what it takes, but as a customer, a prompt update would be really appreciated.

Thanks for your time and have a great day.

Answers

  • KazPayoneerKazPayoneer Confirm Email, Member, Administrator Posts: 1,566 ✭✭✭✭✭✭✭

    Hi there, sorry for the delays.

    From what you've described, your account is in review. In situations like that we will disable an account but we also cannot provide a specific reason that a review has begun, or provide a time frame that the review can be finished. We are aware of how urgent it is for you to access your account so we definitely keep that in mind during the review. But during these reviews, which are really done for compliance reasons, there are a number of different factors in play which causes a fairly lengthy process.

    We hope to have an update to you very soon. Thanks for your understanding & patience.

  • PolillaPolilla Member Posts: 3
    Hi Kaz,

    First off, thanks a mil for your kind reply! Given you mentioned that due to the different factors involved there's no way to accurately determine when the review will really finish, it's just a matter of keep waiting for an update?

    Lastly (and sorry for beinga bit pushy!), roughly speaking, what should I expect when you say 'fairly lenghtly'? Another week? A month tops?

    Again, thanks for you help!
  • KazPayoneerKazPayoneer Confirm Email, Member, Administrator Posts: 1,566 ✭✭✭✭✭✭✭

    Hi there,

    To answer your questions, yes, honestly speaking it is a matter of waiting for an update. These reviews generally do not have time frames attached to them because a number of different variables are at play during a review, which includes but is not limited to, the use of different departments within Payoneer. Since every department within the company works differently we can't be too sure on when we'd have an update from those departments.

    I've seen reviews last as short as a day and as long as a couple of months. It really depends on the situation from an internal standpoint.

    Thanks!

  • PolillaPolilla Member Posts: 3
    Hi Kaz,

    Thanks for the honest response! That's all I needed in order to be as informed as possible about the current situation. If it's not asking too much, I do have one last question.

    After reading your message I contacted support via phone and considering this could take quite some time before I have a definitive answer (hopefully not, but still!) I asked if it was possible to request an official report from Payoneer with my current balances, given that I need that information shortly in order to pay local taxes and comply with the local regulations. I was told that yes, that was possible and the Payoneer representative sent me a form via email that I needed to fill with the information I wanted to request. I filled it and send it, I can send you the reference number via PM if needed.

    Two days later (that's today, June 7th) I receive an email saying that until the review is finished Payoneer cannot give me that report. Now, luckily for me I do know my numbers and I keep an impeccable track of the incmoming and outgoing transfers. In short: I'm well aware about exactly how much money I have in each currency. Still... as you can imagine my word is not good enough and I do need an official statement to backup the paperwork.

    With that in mind, my question:

    Is there anything I can do to get that report? Again, I don't want to be pushy and if I have to wait for a resolution about my account I'll do just that. But in all honesty I don't understand why you can't give me a report of my balances. Don't grant me access to the account, don't allow me to use the money. Again: that's fine, I get it, the company needs to take those actions and these are the rules I accepted when I signed up. So far, so good.

    But I'm not asking to use or withdraw the money, I'm asking for a report, that's all. Am I missing something here? If so, would you kindly explain me what's that? I don't want to exaggerate but I can't sugarcoat it, this is definitely a big problem for me and I don't think I'm being unreasonable.

    Even if I didn't need it asap because of the paperwork, I mean... I would definitely like to have some solid proof that once you reach a decision about my account, the funds that are there are indeed the funds that I know are there.

    Sorry for the long message, just trying to be as clear as possible.
    Again, thanks so much for all your help and the time you take to read my messages.

    Have a great day!
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