Pre Authorization Status on Prepaid Card

DmadDmad Member Posts: 5
I have seen that other people had the same problem with me. This still happens all the time. Payoneer must solve that issue!

Yesterday (September 1st, 2016), I went to the bank and I tried to withdraw the total balance of my payoneer account. The ATM machine was not able to give the money and I got a message that my transaction has been cancelled. I went to another ATM and then I got the message "out of balance". My payooner balance was 0 !!

Now, all my money are in status "pending authorization". This is unacceptable and it does not make sense!! I have lost my trust to payoneer. I still don't know what I should do. Should I wait for 7 days or 30 days? Why payoneer does not inform their clients for that inconvience?

I do not have any money for that period and payoneer does not answer to my request at the support center. Is there anything that I can do to get my money faster?

Comments

  • gf2012gf2012 Member Posts: 15 ✭✭

    Hello,

     

    I've used my payoneer card for a car rental. They used my card for the pre-auth and released it the same day when i returned the car. Have paid in cash.

    The pre-auth was created on 04/19/2013 for $475 and still active. Although, i have contacted them and they say it has been released the same day and that's a problem of my bank -> payoneer.

    Have contacted payoneer support and no reply.

     

    Anyone can help me sort this out? 10 days have gone....

    Thanks

     

  • DavidDavid Member Posts: 3,193 ✭✭✭

    Please provide me with the ticket number you received when you contacted our support and I will look into the matter further.

    Sign up for Payoneer and the US Payment Service

  • gf2012gf2012 Member Posts: 15 ✭✭

    Hello David,

     

    Here is the ticket: LTK121530575433X

     

    Many thanks

  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭

    Thanks - most likely the pre-authorization hold was placed with a specific expiration date, which is why it's still pending.

     

    Your ticket has been received by our customer support department and they will be getting back to you with further details.

  • gf2012gf2012 Member Posts: 15 ✭✭

    I know you guys here try to help and solve the problems, but this is really frustrating for me.

    I use visa and mastercard for a long time, and never happened to me having $475 hold on my account for 30 days !

    I have funded meanwhile the payoneer account with more money, but $475 is too much to be hold for 30 days, specially if they cancelled the pre-auth on 21/04/2013 and already confirmed to me three times.

     

    They say they always cancel the pre-auth after receiving the payment, and that is a problem between me and my bank. And they should be right, because it's the first time this is happening with me.

     

    Although i'm very satisfied with payoneer, i must give negative points on this which is hard to believe.

  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭

    We can manually remove the charge if we receive written authorization from the merchant. The authorization needs to confirm:

     

    - Transaction amount

    - Transaction sate

    - Transaction authorization number

    - Confirmation that it was cancelled and will not be charged

     

    They can send this to us at [email protected]

  • gf2012gf2012 Member Posts: 15 ✭✭

    I already requested that, but they don't have it in English and will take some days. Anyway, if I wait 9 more days it will be removed automatically. I just can't understand why this time is taking 30 days to be removed while before (with other cards and even with the same payoneer card) never happened earlier.

  • NissimNissim Head of Community Administrator Posts: 3,604 ✭✭✭✭✭✭✭

    It's OK if it's not in English, they can submit it in any language.

     

    The time of the pre-authorization depends on the merchant, and is in accordance with online payment regulations. While most are 7 business days, some merchant types can be up to 30.

  • Bilal007Bilal007 Member Posts: 2
    Hi sir i am badly worried about the money that has been left in the pending authorization ... i have talked to the bank they are asking they have nothing to do with it the only can it be performed by the payoneers..please do something please cancel the pending authorization

    regards bilal
  • Bilal007Bilal007 Member Posts: 2
    Hi sir i am badly worried about the money that has been left in the pending authorization ... i have talked to the bank they are asking they have nothing to do with it the only can it be performed by the payoneers..please do something please cancel the pending authorization

    regards bilal
  • kuhashmikuhashmi Member Posts: 4
    Same happens to me.
    Today I went to bank and try to withdraw $160 but ATM machine is empty and couldn’t able to withdraw my payment. I went to other machine and it says out of balance.
    I check my payooner account and it says balance is 0 which is wrong. I couldn’t able to get my payment.
    Also on my account says pending authorization and $163 and transaction still pending.
  • kuhashmikuhashmi Member Posts: 4
    I heard that pending authorization lift after 7 days. So did any get that benefit ?
  • DmadDmad Member Posts: 5
    This still happens all the time. Payoneer must solve that issue!

    Yesterday (September 1st, 2016), I went to the bank and I tried to withdraw the total balance of my payoneer account. The ATM machine was not able to give the money and I got a message that my transaction has been cancelled. I went to another ATM and I got the message "out of balance".
    My payooner balance was 0 !!

    Now, all my money are in status "pending authorization". This is unacceptable!! I have lost my trust to payoneer. I still don't know what I should do. Should I wait for 7 days or 30 days? Why payoneer does not inform their clients for that inconvience?

    I do not have any money for that period and payoneer does not answer to my request at the support center. Is there anything that I can do to get my money faster?
  • DmadDmad Member Posts: 5
    The ATM was from a trusted bank in Greece. I don't think that this is the bank's issue. The transactions crash often but the cancellation of the transaction is real-time. Who holds the money for a week?
  • supertoniiisupertoniii Member Posts: 4
    Same thing happened to me yesterday, 9/2/2016. I tried to withdraw money from atm and was unsuccessful. I checked my payoneer acct right away and saw the pending authorization. Couldn't withdraw the money anymore anywhere else. What is up Payoneer? Honestly, if it's going to be like this, I'd rather wait a day and transfer my money to my local bank. The only reason I got payoneer is so I could get my money earlier. This is unacceptable.
  • supertoniiisupertoniii Member Posts: 4
    See, I don't think it's the bank though bec the same thing happened to me. I'm from the Philippines. I tried to withdraw money and the ATM froze then it said the transaction was cancelled. I have withdrawn money from the same ATM many times before and I've never had this problem. The good thing is I don't put all my earnings on my payoneer account so I still have enough money until the next payout and until payoneer puts the money back. But I can see how this would be a big problem for people who use payoneer to withdraw all their earnings. After this, I don't think I'll use payoneer again and I'll warn other freelancers in my country. To pay an annual fee, withdrawal fee, etc and get this kind of shitty service is unacceptable.
  • Adam_PayoneerAdam_Payoneer Administrator Posts: 1,023 ✭✭✭✭✭✭✭
    edited September 2016
    See, I don't think it's the bank though bec the same thing happened to me. I'm from the Philippines. I tried to withdraw money and the ATM froze then it said the transaction was cancelled. I have withdrawn money from the same ATM many times before and I've never had this problem. The good thing is I don't put all my earnings on my payoneer account so I still have enough money until the next payout and until payoneer puts the money back. But I can see how this would be a big problem for people who use payoneer to withdraw all their earnings. After this, I don't think I'll use payoneer again and I'll warn other freelancers in my country. To pay an annual fee, withdrawal fee, etc and get this kind of shitty service is unacceptable.
    The issue that you explained about the card with the ATM, the chance of experiencing that specific issue twice is the same chances you have of being struck by lightning. Extreamly rare and extreamly unfortunate.

    The first thing you need to do when this happens is to contact the ATM operator (bank) as soon as this happens. The faster you contact them the better the chances of them being able to locate the transaction attempt and reverse it. If not, you can contact Payoneer customer care for further assistance.

    Depending on the status of the transaction one of two things will happen:

    • If the transaction is complete, they will provide you with dispute forums to fill out.
    • If it's still pending, they will advise you to wait at least 10 days from the time of the transaction to see if it is canceled. If not, they will either provide you with the dispute forums and/or take further steps to release the funds back to the card.


    I hear ya about the card fees (why I canceled my credit cards). If you would have said that last year I would probably wouldn't have much to say because of the lack of options we had at the time, but today is a different story.
    One of the services we offer in the Philippines is a Payoneer balance account. The main function of this account type is to be a cardess account that lets you withdraw your money to your local bank account. The beauty of this is that because you are eliminating the need to use the card, there is no annual or maintenance fees for maintaining the account and you don't need to withdraw multiple times from the ATM to get the maximum amount of money out in cash.

    Once you have at least $200 in your account, all you need to do is just withdraw the funds to your bank account with only a 2% fee. So $2 for one withdraw compared to $3.15 for one or multiple withdraws.
    If you need to set this account type up, contact Payoneer Customer Care for assistance.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

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