Payment via Global Payments never reached my Euro Account

mway09

I am working with a company that is in Barcelona Spain. Our contract is in USD so when the client wanted to pay me, I offered the EURO - CitiBank account. However, the client paid me via Transferwise using USD to my EURO account. He then offered me a tracking link. According to the tracking link the amount arrived at CitiBank Ireland within 3 days.
However, it did not reflect in my account so I had to wait. I waited for six days but still it did not reflect in my account.
I decided to contact Payoneer on the matter. They looked into the matter and told me they never received the payment because the client sent USD into the EURO account and from what I told them that should be a Wire transfer and Payoneer does not receive Wire transfers.
They asked me to ask the client to ask Wise to track the payment and return it. But Wise claims that the Payment arrived at CitiBank, so Payoneer should ask CitiBank to refund it. To prove their point they provided the client with an MT103 form as proof of the amount arriving at CitiBank Ireland.
It has been three weeks. All I need is Payoneer to ask CitiBank to return the amount otherwise I am helpless and nothing is working.
Can anyone tell me what to do?

Hannah_Payoneer

hey there @mway09 Kindly note that payments transferred via the Global Payment Service can take up to 5 business days to be funded on your account once the payment is received by Payoneer. If you see that the payment has passed this time frame, kindly contact the customer care team so that we can review the issue.