Can't receive my payment while I'm stranded in another country

Teymur969

I'm an ex Revolut user who had to swith to Payoneer as I've moved from Europe and as for some reasons I had to open a new account I coudn't do that. So I switched to Payoneer and have been using it for few months and it was ok for some time at least.
After receveing a 10k payment I was requested some documents from Payoneer team. All was fine expect my contract as the contract I have didn't somehow fulfill the needs and I had to cancel that transaction. After talking to a Payoneer Customer Service agent I was told that I still can request smaller payments as I did previous time so I asked my client to send me a smaller payment to Payoneer account so I can use it while I'm stranded during Covid-19 pandemic. Same story again, Payoneer is asking to submit the documents which I do have in another format which is weird af. I'm stuck in Dubai with my Payoneer card which has low balance now and the money I've received is still in pending mode even though I was assured that I can receive it. It is really horrible and I don't know what to do to get my money on my card.

I've tried chat/call/email still nothing. I keep receiving generic answers that seems like was made with a chatbot.

If anyone here can help me with what should I do that would be great.

LauraPayoneer

Hi @Teymur969. We understand how important it is for our customers to receive their payments in a timely manner. Due to regulations all payments are subject to review. Our clients may be required to submit any requested information for the verification of the payment. We have to make sure our platform is safe for everyone to use.

When payments go into review, we strongly advise clients to give our customer care center a call in order to avoid any delay processing your payments.

Teymur969

Thanks for the quick response, Laura. The thing is after being requested to share my contract for the initial payment (10k) I did, it got rejected, even though it has all the details and is a legitimate contract.
So We canceled that payment as my contract wasn't suitable for some reasons.

I asked the Payoneer service agent if I still can receive a payment in smaller amounts (which is smaller than the previous payments that I received with no problem). Now again it's not being proceeded I don't know why cause it used to sit on my balance with no problem before that 10k.

Now they requested a document to confirm the payment and I submitted the invoice I've sent to the client hoping that it will be enough. When I called the customer care center they just told me to wait nothing else.