ATM did not dispense Cash But My account was Debited

victichy · November 2014

Hello,
You guys are doing a good Job in here. I have a problem, ATM did not dispense Cash But My account was Debited. I have contacted the customer care and they gave me a form, which I have printed, signed and scanned.

I tried sending it back to the Address but it keeps bouncing back, saying Mail can not be delivered. Please, How do I send the scanned document so that this dispute would be resolved. I am in dare need of the cash At the Moment. Thanks for the Assistance, awaits your Quick Response.

Nissim · November 2014

If you tried to make an ATM transaction that did not go through, but were still charged by the ATM, this means that the ATM may have malfunctioned.

In these cases the ATM will usually resolve the issue itself and refund the charge within several business days. If it does not, you would need to contact our customer support department and they will assist you in filing a dispute with the bank in question: https://payoneer.custhelp.com/

victichy · November 2014

I already tried contacting them and they gave me a file to Fill. I already filled the necessary Information and tried submitting it to the same Email I was told yo submit it, but it keeps bouncing back saying mail not sent. Please give me the correct email Address I can use to Send the form. Thanks for your prompt response.

Nissim · November 2014

You can reply to the e-mail, and if that doesn't work you can use our online e-mail form at https://payoneer.custhelp.com/

victichy · December 2014

I have sent it and have not gotten reply. Please I need Help, Customer care not responding

SamirAndriola · February 2015

Same here. What happened with you Victichy?
They solved your problem?

SamirAndriola · February 2015

Excellent!!!
I just received my money back.

mscw1997 · February 2015

Same thing happened to me, money is debited from my account but ATM didn't give me anything.
Bank asked me to wait for 48 hours.
Lets see what happen. *fingers crossed*

happygirl · March 2015

> @mscw1997 said:
> Same thing happened to me, money is debited from my account but ATM didn't give me anything.
> Bank asked me to wait for 48 hours.
> Lets see what happen. *fingers crossed*

mscw1997 did you get your money back after 48 hours or how long did it take

muthoni2030 · July 2015

I also withdrew $420 five days ago, but ATM did not dispense the cash. After contacting the local bank, they requested me ask payoneer to request that bank for a refund, and i wrote an email to payoneer, but up to now, i haven't received any feedback from payoneer. This is so frustrating bearing in mind that you are dealing with finance, yet you don't support your customers' when they are in dire need. I need an urgent support!!!

OUYA_Group · July 2015

Hi

ATM did not dispense Cash But My account was Debited

Why.

I need

> @happygirl said:
> How did you get your money back ??

OUYA_Group · July 2015

Why ??

i need my money back, i need it

paradisespn · July 2015

Good

[Deleted User] · July 2015

I'm sorry to hear about your unfortunate matter. As a first step in f resolving ATM transaction issues please contact the bank or the ATM operator.

If the bank or the ATM owner advises you to contact Payoneer, please C ontact our support team for further assistance.

Sulaiman90 · July 2015

I have the same problem today, I have lost 200.75 $
I have contact the bank and they told me to contact Payoneer.
Please Help me
I need my money URGENTLY !!!

[Deleted User] · July 2015

Please see my previous response, you should contact our support team for assistance.

gisele23 · November 2015

I tried to withdraw the money on an ATM but the cash was not dispensed. I checked my Payoneer account and the transaction is "Pending" but it was already debited from my account.

I called the bank and they told me to get in touch with Payoneer. Already sent an e-mail but I really need to make sure this will get solved asap :(

jhingsotoii · December 2015

is this problem already resolve ?

faisalj75 · January 2016

Hello, I live in Karachi and use Payoneer regularly from ATM's such as MCB, SCB and Samba Banks, on 20th January 2016 I needed to withdraw Rs. 40,000 so I went to MCB ATM where I had 5 attempts to withdraw out of which only 2 were successful (2nd and 5th) and 3 times it gives me error! When I check the online statement it shows all 5 attempts as successful transactions and amount of all 5 transactions each of $202.65 is deducted from my Payoneer card!
I contacted the Bank (MCB) they advise me to wait for 48hrs and they said "missing transactions will revert back automatically!" but nothing happens - I contacted them again after 48 hours and they said now you need to file the case through Payoneer since we will only take action on the advice of your Bank. I contacted Payoneer and they send me some form to fill and send bank, which I did today!!

My questions is did anyone ever had such issue?
How much time it will take to get resolved?
What is fastest way to get this resolved?

Note: I had such issue in the past with MCB for a single transaction but amount reverted back at the same time! This time it has already taken 48hrs and nothing happen!

Thanks
Faisal

rizwan143 · January 2016

Salaam Faisal Bhai.
First of all don't worry as Payoneer Debit card system & Pakistani banks are not a Child that you will loose money easily.

Are the failed transactions showing on Pending Authorization Trx on payoneer panel ? If Yes then it will only clear those 2 Sucessful Trx. only.

faisalj75 · January 2016

Salam Rizwan,
Thanks for answering, No all the transactions shown as confirmed and not in pending.
I'm sure this must have happend with others as well! Only concern is how long it will take to resolved?

faisalj75 · January 2016

I was reading other such incidents on this form and one thing is same in most which is "MCB". Most of such incidents happened on MCB ATM machines, so clearly there must be connection glitch between Payoneer and MCB.
My advice to Payoneer is to check link issues with MCB, since it is quite painfull to us here in Pakistan!
I will use SCB now for all my ATM transactions, I love payoneer and it has given me benefits in many ways.
Thanks
Faisal

Safdar · January 2016

Mr. Faisal,

Almost same happened (except No. of attempt is 1) with me on same date (i.e.20th Jan, 2016) at MCB Hyderabad , I also filed dispute and I keen to know how many long it takes. If you get any information or return your payment, Please inform me too.

Thanks
Safdar

faisalj75 · January 2016

Hello Safdar,
I filled the case on 22th Jan, in reply i just received a email that it is under process, thats it.
Will update if anything positive happend!
Faisal

Safdar · January 2016

Hello Faisal,

Thank you for your reply, same position here.

Thank again
Safdar

Safdar · February 2016

Hello Faisal,

I received a message today from payneer that my charge back have been sent to process.

Thanks
Safdar

faisalj75 · February 2016

Hello Safdar,
Its a good news that you case is now in process, let me know if you get further update!
I will also update when anything positive happen!
Faisal

faisalj75 · February 2016

Today i got this email from Payoneer:

Response (02/02/2016 10:13 AM)
We hereby inform you that your dispute has been filed with our Chargeback Department, and will be decided upon within 90 days. If the dispute is won, your account will be credited at that time. Please note that the final credit amount may differ slightly from the disputed amount, because of currency conversion changes.
We will inform you of updates in the dispute status via email. If you have any questions, please reply to this e-mail and we will be happy to assist you.

So it means the case is underway, only issue is the time

Safdar · February 2016

I was also received almost same email on same day:

Response (02/04/2016 09:29 AM)
We hereby inform you that your dispute has been filed with our Chargeback Department.
Within a few business days, a conditional credit may be made to your account. If your dispute covers multiple transactions, please note that the conditional credit may not apply to all transactions disputed. This does not affect the processing of the dispute, and all transactions involved will be processed.
The conditional credit will be followed by a debit transaction which will appear in the Outstanding Authorization section, and will put the funds on hold, until the conditional credit becomes final within no more than 90 days.
We will inform you of updates in the dispute status via email. If you have any questions, please reply to this e-mail and we will be happy to assist you.

You are right, only issue is the time.

faisalj75 · February 2016

I can see now the 3 defaulted transactions appears as pending in my account transaction page! but not available to be used. Which means the amount is not been reverted back yet, but it shows the progress that Payoneer has already taken some action.
The down part is the return amount is little less then what suppose to be for each transaction. This was already intimated by Payoneer in the email that the reverted amount will be different then your actual transaction amount! I guess the ATM usage+process+exchanges charges are not to be returned!
But I'm happy overall that major chuck of lost amount will be back and that will make me the happy person again :)
How much more time it will take is still a concern, hope it will be done soon! Many bills to pay!!!

Safdar · February 2016

On 11th Feb 2016, same happened with me amount shows about 5% less.

faisalj75 · March 2016

So far no progress, still waiting :(
It will be highly appreciated, If any of the Payoneer support staff can reply on this matter!
Thanks
Faisal

tupacan · March 2016

Same thing happened to be few days ago - 4th March. I had one attempt, the ATM was processing (like counting the money) and I just got message that the transaction cannot be completed. The ATM was out of cash.

I was expecting to be charged $0.9 for ATM declining fee and I was like.. meh.. okay, but I was surprised when I saw that I'm missing the amount I tried to withdraw.

I sent an Email to Payoneer Support the day after this happened, but still no response.

The transaction is still under "Pending Authorizations", but as I understood from you guys, it will be confirmed and then I need to open a dispute. Am I right? Anything else I can do?

And, is there another way this to be processed faster than 90 days? I mean... really? 90 days? What the hell..

I'm so so mad.

Thanks.

edit: Oh, now I see that this is for Pakistan. In mine case, it was in EU country, but anyways.. it is the exact same problem..

Safdar · March 2016

آلحمد اللہ

After 2 months and 10 days (i.e.70 days), I received my money back with deduction of slight charges.

Michael.Jones · April 2016

Asalam Allaikum,

Faisal and Safdar same issue happen with me on 29-March. Amount deducted but not received cash from atm. I feel angry on MCB atm.

I have submit my case but so far i haven't received any reply or email from them. Worried about my payment. Please faisal update us if you received your payment back ? Thank you

azznice · June 2016

Hello Everyone! Today Same issue is happened with me.

I did 2 transactions of $202 (20 thousands in pkr). First transaction was successful but second transaction was failed. I check my balance, both amounts were deducted from my account but I did not get amount from second transaction....

I used MCB

And this is not first time. Exactly same issue happened with me 3 times including this one.

In the past after first failure of my transaction, I submitted dispute form, I got all such emails as you guys shared above and after around 4 to 5 months I got final email that I won my case and amount is back in my account. but I never got my amount back. I also contacted payoneer I always get same reply that they have returned amount and I used it... anyways that is very old.

now I am very worried about the recent lost happened today.

This issue is happened with MCB always so may be MCB is making things difficult for payoneer cards. I am not sure about other banks but I suggest you not to use MCB and try other banks.

Standard Charted Bank is Top Class bank. I highly recommend to use Standard Charted Bank because their system is very fast and never fails. So may be choosing the right bank can resolve this issue.

But this is very serious issue, Payoneer should take action to resolve such kind of issues.

Tomorrow I'll contact local bank, they will ask me to wait for 48 hours. So let see If i get my payment back otherwise I'll have to fill another dispute form. I'll keep you guys updated about the progress.

Thanks

Burhan · June 2016

I have the same problem just before two hours back.

Burhan · June 2016

I have the same problem just before two hours back.

farooque · July 2016

I have the same situation but can anybody please confirm are these problem solved?

Adam_Payoneer · July 2016

While extremly rare, there can be a loss of connection between Payoneer/Mastercard with the ATM bank operator. There are two main outcomes in this type of situation.

The transaction is charged and you are left with no money in your pocket.
The transaction is stuck in a pending autheriztion state (waiting to be charged by the bank).

When this happens, you need to do the following:

Don't panic. We are aware and truly symphetize with you that it's annoying and frustrating beyond comprehension, but I assure you that one way or another you will get your money back.
First thing you need to do when this happens is to contact the ATM operator (this is usally the bank) or a privately owned ATM at the store. The faster you get in touch with them the faster they will be able to spot the error and reverse the transaction whether it is pending to be collected or it was already charged. The longer you wait, the more likely they will tell you that their hands are tied.
When advised to contact Payoneer, there are two situations you may find your self.

- The ATM transaction was completed: We will send you an email with a link to download the dispute forums in order to file an offical dispute against the ATM operator.

- The ATM transaction is pending to be charged: You will see that the transaction in the account stuck in pending authorization. This means that the money is stuck in limbo where we don't have it and the bank can't charge it. When this happens, you will need to wait the 10 days it takes for the transaction to expire in order for the funds to return to the card. The only indication you will have this will happen is when you don't see the transaction in the history and the money that was pending is back on the card.
In this case I also recommend you contact Payoneer support so they can advise you on the release date and send you the dispute forums in advance just so you have them handy.

I have talked with countless people back when I used to work the phones and I truly know what you feel. There is no way to suger coat this situation, but only assure you that there is a solution for this situation.
Don't hesitate to contact Payoneer support for guidence in this process and make sure to contact the ATM operator as soon as this happens for the best chances to reverse the transaction.

Lal · July 2016

Hi, Today i tried to withdraw about $270-$275 through the Atm ,, but Atm says unable to dispense .When i check my account i see amount was charged and i didn't see any transaction history of it.

Can anyone please help...!

Lal · July 2016

Sorry,, Again I tried to withdraw about $266.94 (BDT 20000) ,,, Date 7/22/2016 ...

Atm Unable to dispense cash. Now I see money cut from my payoneer and i see the transaction in pending authorizations.

Anyone please help ,,, what should i do ....?

hmdelowar · July 2016

hello, if i want receive your getting money how way i can?

sajid77 · July 2016

I have the same problem, I used bank alfalah cavalry branch lahore.

sheikh306 · August 2016

I tried to make transaction yesterday from local bank, but payment did not released and transaction status is TXN Reversed. I submit a message to payoneer. what should i do in this case ???

srksen · August 2016

My money stucked in ATM? and money seem withdrawed on my balance ,how can I correct it?

Asimcs · September 2016

I have done 3 transactions yesterday. First transaction was cancelled but next two were successfully done. But when I checked my balance and transaction history it shows 3 successful transactions and my balance is deducted for failed transaction. I have sent a message to payoneer but there is no reply.

nandyajoe28 · September 2016

So today is my first time withdrawing my balance on payoneer through an ATM with mastercard logo.
When the transaction loading suddenly my card is coming out with the atm screen saying "Sorry we are unable to process your card bla bla" and there's no money coming out from the machine.

Then i checked my payoneer balance and i recently lost my $58 which i want to withdraw.
But when i view Payoneer transactions history, i saw that my $58 is remain under "Pending Authorization".

The question is, will i get my $58 back to my payoneer balance as it expires? Will they really return my $58 within 7 business days? And what is the cause of declined withdrawal transaction via ATM? As what i calculated, I'm pretty sure that i have enough balance to withdraw and i have enough balance to keep (include the withdraw fees).

Thank you.

Dmad · September 2016

Hello nandyajoe28,

I think that you will find part of the answer in the following:

Search for the discussion: " Pre Authorization Status on Prepaid Card "

However, this happened to me 9 days ago and I am still waiting!!!! Could you please tell us the country from where this transaction has failed?

nandyajoe28 · September 2016

Hello Dmad,

OK i'll sure do!
but omg really? 9 days?? this makes me more scared if that will happen to me too.
I'm just scared if i won't get my money back and how if the ATM take them all with no return.
Anyway i'm doing this transaction in Indonesia based on where i live.
I hope you'll get your money back as soon as possible, Dmad!

nandyajoe28 · September 2016

nandyajoe28 · September 2016

Oh wait, anyway is it safe if our money being held in Pending Authorization?? I don't care when will it expires (sooner is better), one important thing is i just want to know that my MONEY will be BACK to the balance! SMH, this is complicated and i'm frustated now.

aroojk · September 2016

Hey anyone please help me
i live in Pakistan and this is happening in Alfalah bank ATM
I have tried 4 times from ATM to withdraw money but neither the cash comes out nor i got charged for withdrawal money ..
I mean the balance remains same in my payoneer account but i am unable to withdraw it..
Even ATM machine accepts the card and asked for pin and amount and everything but never give cash
please help..

nandyajoe28 · September 2016

Hey Aroojk, i hope payoneer customer service will respond us soon.
I don't know why Payoneer such this complicated. I have paid lot of fees but i don't really satisfied with the service. Sorry not sorry. :(

Zubairfb · September 2016

Same thing happened to me dear. What is the solution you followed?

Zubairfb · September 2016

Could anybody guide me why transaction reversal takes place?

1- Is it due to ATM machine problem?
2- Mismanagement by user during transaction?
3- Any other reason please

Respect and regards
Zubair

Zubairfb · September 2016

In the end I learned a lesson... Not to use MCB... But transaction reversal problems do take place on other banks like SCB too...

Adam_Payoneer · September 2016

There are multiple reasons why an ATM transaction can fail (assuming you have enough money to complete the transaction):

1. Loss of connection between the ATM operator (bank) and the card issuer (in this case Payoneer).
2. Technical error with the ATM station.
3. The bank does not support the issuing bank (rare but not unheard off).

For the first two lines, when this issue applies most likely you will witness an error with the ATM and afterwards when you check your card balance you see that you have a "pending transaction" with the ATM.

When this happens, contact the ATM operator right away in order to reverse the transaction. If they are unable to assit you, contact Payoneer customer care so they can advise you on how to proceed in obtaining the money back to the card.

nandyajoe28 · September 2016

@Adam_Payoneer Thanks for your respond. I have sent an email directly to the official ATM's help center bank and told them about this problem. Hope they can help.

carrievirtual · September 2016

You know it's really sad that Payoneer has to take 90 days to refund cash knowing fully well that this is a common occurrence. I've read all these comments and one can't help to wonder if this is a problem with the payoneer cards.

Like everyone else i tried withdrawing $400 three months ago, in June and never received a dime. I raised this issue in June and was told to submit a dispute immediately, which I did with Payoneer.

Now I've been trying to follow up with Payoneer but for some reason the customer care is really not courteous when it comes to answering my questions regarding this query. In fact the last time I asked about this dispute, the customer care rep. was nothing short of impolite.

Now, my question is, is it really necessary to keep the clients waiting for refunds even after Payoneer has established there's an error happening? Shouldn't Payoneer come up with a way of refunding the cash to the customers once they find out that indeed that particular transaction never went through?

Adam_Payoneer · September 2016

carrievirtual said:

You know it's really sad that Payoneer has to take 90 days to refund cash knowing fully well that this is a common occurrence. I've read all these comments and one can't help to wonder if this is a problem with the payoneer cards.

Like everyone else i tried withdrawing $400 three months ago, in June and never received a dime. I raised this issue in June and was told to submit a dispute immediately, which I did with Payoneer.

Now I've been trying to follow up with Payoneer but for some reason the customer care is really not courteous when it comes to answering my questions regarding this query. In fact the last time I asked about this dispute, the customer care rep. was nothing short of impolite.

Now, my question is, is it really necessary to keep the clients waiting for refunds even after Payoneer has established there's an error happening? Shouldn't Payoneer come up with a way of refunding the cash to the customers once they find out that indeed that particular transaction never went through?

The process is different for every different type of business entity. Unlike taking a person to court where the defendant and the plaintiff go head to head, companies have to communicate the information through the card provider (in this case Mastercard), the bank that issued the card and the processer that handled the transaction (this is of course just from Payoneer's side).

The merchant who the dispute is taking place against probably involves also the processor who handled the transaction, and because of the amount of information that needs to be exchange between each entity, most of the cases are handled by email communications and the handling time depends on when each sides replies with the requested information or evidence.

So to answer your question, even if it is clear that an error took place, the merchant will most likely assume that no wrong doing took place and will handle the dispute accordingly. When the ATM (bank) knows there was an error, they won't waste your time with a dispute process and they will just refund the money. This is why contacting the ATM operator as soon as possible is key, because if there was an error it is easy to notice it in real time and possibly reverse the transaction as soon as possible.

You will get your money back one way or another, but it can either take 1-10 days if all goes smoothly or up to 90 days if you have to file a dispute.

nandyajoe28 · September 2016

Hello. Just wanna let you guys know that my frozen balance on pending authorization is finally back to my payoneer balance! I am so happy right now. I didn't do nothing, i didn't even ask for help to Payoneer (what i did was only asking for a solution to Payoneer support center) and even the ATM's help center which i've contacted haven't responding me yet until now! But you see, it really does expired and pending balance has automatically returned back to my useable balance. It only took 3 days for me to get the pending balance back to my balance. Well, thank you Adam and everyone for the solutions. For those who still get pending balance, I really hope you guys will get your pending balance back to your normal/useable balance as soon as possible.

ckgni · September 2016

Hello everyone,

Yesterday I tried to withdraw some money from an ATM, however at the last step the withdrawal failed due to technical issues of the ATM (maybe because it was out of bank notes). I then went to another ATM and attempted to withdraw the same amount, only to receive the message that my balance is not sufficient. I was surprised to log into my Payoneer account and find that the amount that I had requested from the first, failed ATM was actually removed from my Payoneer balance, eventhough the ATM never gave me the money.

How can I proceed to initiate a chargeback request to get my $80 back?

Thank you.

isurum · September 2016

contact 1st ATM bank.

nandyajoe28 · September 2016

ckgni said:

Hello everyone,

Yesterday I tried to withdraw some money from an ATM, however at the last step the withdrawal failed due to technical issues of the ATM (maybe because it was out of bank notes). I then went to another ATM and attempted to withdraw the same amount, only to receive the message that my balance is not sufficient. I was surprised to log into my Payoneer account and find that the amount that I had requested from the first, failed ATM was actually removed from my Payoneer balance, eventhough the ATM never gave me the money.

How can I proceed to initiate a chargeback request to get my $80 back?

Thank you.

Hello!
I had the same problem as yours, which is already resolved.
No worries, your money is not forfeited/charged/lost because the ATM failure. If you check your transaction history (View transaction), you'll find your $80 is being held under pending authorization, and it will return back to your main balance within 7 business days.
Mine only took 3 days to get the frozen money back to the main/useable balance. I think the duration depends on merchants. You just need to wait and be patience (this is sucks i know haha). But if your money still being held under pending authorization and 7 business days has passed, you'll probably need to contact both ATM's operator or Payoneer Customer Service, they might help to get your money back.
Good luck!

ferdouse · September 2016

Hello there,

I have an issue today to share with you, i'm new on Forum.
I need your help to solve my problem. Please help me.

My Issue:
I tried to withdraw cash (it was US$148.34) in Local ATM but, ATM didn't dispense any money, even no receipt. Only in screen said that transaction is canceled.

First of all I contacted with the Local (ATM Owner Bank) but they don't solve my issue, only advice me to
contact with Payoneer.

I have sent a message to Payoneer today with details and request for solution.

I would like to know Please let me advice for better solution..

Thanks,
Ferdouse

Dmad · September 2016

Hello Ferdouse,

I think that you will find part of the answer in the following:

Search for the discussion: " Pre Authorization Status on Prepaid Card "

However, this happened to me too. Your account is not debited. Your money are locked at the "Pre Authorization Status". Unfortunately, it takes approximately 7-8 business days to unlock your money.

Best regards,
Dmad

ferdouse · September 2016

Hi Damad,

Thanks for your nice advice, I hope it will be solved as you said.
I have called today to Payoneer and they said it could be available by end of the month (30th-Sep).

7 - 8 days can be wait, but surprising that it's a financial matter and even I have send a message to them, but till now they don't reply me. With their positive and understandable reply they can assure me.

Thank you so much,
Ferdouse

ayissijoachim · September 2016

hanks for your nice advice, I hope it will be solved as you said.
I have called today to Payoneer and they said it could be available by end of the month (30th-Sep).

7 - 8 days can be wait, but surprising that it's a financial matter and even I have send a message to them, but till now they don't reply me. With their positive and understandable reply they can assure me.

Thank you so much,
Ferdouse

tanviruits · September 2016

Hi, i'm from Bangladesh and I tried to withdraw from an ATM today which was failed due to some kind of network error. But the amount is cut from my payoneer balance and what's weird is that there is no transaction information in my payoneer panel for that transaction. How come?

purelocal · September 2016

Hello,

Where is the link to download and print the dispute form?

ferdouse · September 2016

Contact Payoneer to file a dispute, They will send you alink

herizo · October 2016

Hi,

90 days is incredible and inacceptable for me, hearing that i'm searching actively another withdrawal method with more security for me and my money (hardly earned like most of payoneer's users).
They absolutely must improve that.

Semplicio · October 2016

I TRY TO WITHDRAW IN LOCAL TIME BETWEEN 9:50-10:00 PM BUT THE ATM MACHINE WERE CORRUPTED AND DID NOT DISPENSE THE CASH THAT WILL AMOUNT OF 5,000 PHP I'VE WAIT FOR 10 MINUTES CHECKING IF THE ATM MACHINE WILL BE CORRUPTED TOO TO OTHER PEOPLE NEXT TO ME WHO WILL ABOUT TO USE THE MACHINE TOO BUT THEN THEY WERE RECIEVED THEIR TRANSACTION AND THEIR RECIEPT , ONLY ME HAS THE ISSUE THAT MY CARD WONT DISPENSE CASH , WHEN I CAME HOME I WAS DISAPPOINT WHEN I SEE THE 5,000 PHP THAT I USE TO RECIEVED THAT NIGHT WERE DEBITED ALREADY IN MY PAYONEER ACCOUNT. I CONTACT THE ATM BANK WHERE I HAVE MY TRANSACTION BUT THEY ADVISED ME TO CONTACT THE PAYONEER FIRST BEFORE THEY WILL REFUND THE CASH THAT WAS NOT DISPENSE FROM THEIR ATM MACHINE.. IM FEEL SO CRAZY RIGHT NOW BECAUSE I REALLY NEED THAT MONEY TO PAY MY MONTHLY INTERNET AND THIS DAY IS MY DUE DATE OF PAYMENT AND THEY WILL DISCONNECT MY INTERNET IF I DIDNT PAID IT .. CAN ANYONE HELP ME PLEASE X

Adam_Payoneer · October 2016

herizo said:

Hi,

90 days is incredible and inacceptable for me, hearing that i'm searching actively another withdrawal method with more security for me and my money (hardly earned like most of payoneer's users).
They absolutely must improve that.

If you want to improve the dispute process, then you need to contact every company, provider and card processing entity and tell them to change the way they currently work. I am not saying this sarcastically, but I am laying down the facts. Scroll up to a reply I wrote back in September 12th to see a short segement I addressed about this.

Let's be clear, when you file a dispute through your personal bank, just because they can chargeback the money within 24 hours, this does not mean that you won the dispute. The banks have the resources, power and authority to perform immedate actions when charging back the money, but if you lose the dispute, that money will be taken out of your account faster than it was credited back to you. I gurantee it.

You have to remember that when disputing a transaction, the merchant will fight to keep the money with them and they will provide proof to show why the chargeback request needs to be denied. During which time multiple exchanges will take place and in some cases refiling disputes if the disputer (in this case Payoneer) and the disputee (the merchant) are adament that the transaction was or was not made in good faith.

Bottom line when disputing a transaction, there is a very clear flow in the industry. I actually browsed online for information to best show you this, but I do also recommend you check out information that is easily available for you in your local area to expand your knowledge:

Chargebacks911 - Check out their Chargeback Flowchart and understand what you are dealing with.
ChargebackTech - Uses the same flow chart but has a bit more information.

Adam_Payoneer · October 2016

Adam_Payoneer said:

There are multiple reasons why an ATM transaction can fail (assuming you have enough money to complete the transaction):

1. Loss of connection between the ATM operator (bank) and the card issuer (in this case Payoneer).
2. Technical error with the ATM station.
3. The bank does not support the issuing bank (rare but not unheard off).

For the first two lines, when this issue applies most likely you will witness an error with the ATM and afterwards when you check your card balance you see that you have a "pending transaction" with the ATM.

When this happens, contact the ATM operator right away in order to reverse the transaction. If they are unable to assit you, contact Payoneer customer care so they can advise you on how to proceed in obtaining the money back to the card.

@Semplicio @tanviruits
Check out a comment I posted in September to see why this may have occurred and what can you do to get the money back to the card.

herizo · October 2016

@Adam_payoneer,

Well, thanks for the long explanations and links. At this time, i still feeling like not safe, because, one of my transaction failed (didn't had the money) due to a technical problem with the ATM and i have nothing. no ticket . And the bank have card number, date time of the transaction i give .

they have all datas including images of their security camera that i guess are easy to verify

, also they have the ATM accounts that not difficult to verify if there is more money than there is supposed to be (at least the money should be somewhere inside the ATM , it doesn't desapeared) .. .

At my side, i still doesn't know how to do and how many times need to have this money back. there is not enought informations from :
- the local bank who own the ATM
- Payoneer about chargeback and disputes.

May be it will be easy to solve or not. Probably payoneer have procedures and systems to protect users agains this kind of problem but simply i didn't find . i simply feel like , simple bug of ATM can play with my money, so play with my family's food and my daughter's school fees.

Regards,

Herizo Ludovic

ferdouse · October 2016

As I had almost same issue that I describe on 19-Sep-16.
I have already filed dispute as advice by Payoneer customer care.

Now after almost one month I've seen the dispute transaction shown on my account pending authorization and it's till there but not yet credited to my account.

I have contacted again to Payoneer customer care (i wsa noticed before that it will took 90 days time to resolve the issue), and they reply me that i need to ignore the transaction which shown on my account. Only I will get a reply from payoneer if the dispute gain and I need to wait 90 days.

As I have study that for this issue (ATM did not dispense Cash But My account was Debited)
there is no other short way to get quick solution.

Now anyone
Please tell me that did any of you gain the dispute with in 90 days!!!!
Or in your case how long does it take to resolve the dispute!!!

Thanks for your time,
Ferdouse

d2017 · October 2016

Hi,

I've contacted Payoneer support per email and they take forever to get back or don't understand the issue I am having. It's now been two weeks - Can't withdraw from ATM

I am trying to withdraw funds from my local ATM. If I use the ATM, it tells me "UNABLE TO PROCESS" at the end. Payoneer support tells me I typed in the PIN incorrectly - but that was only once or twice.
I checked on my account and the PIN is correct.

I type in my PIN, choose my account type, then select payment method, quick cash, select amount and press on proceed -> UNABLE TO PROCESS. In case when PIN is wrong, it says , PIN incorrect or something.

1.) I have tried different ATMS
2.) I have established my PIN is working
3.) I have checked that enough money is on the account

What can be done to solve this ?

bilal2005 · December 2016

> @ferdouse said:
> As I had almost same issue that I describe on 19-Sep-16.
> I have already filed dispute as advice by Payoneer customer care.
>
> Now after almost one month I've seen the dispute transaction shown on my account pending authorization and it's till there but not yet credited to my account.
>
> I have contacted again to Payoneer customer care (i wsa noticed before that it will took 90 days time to resolve the issue), and they reply me that i need to ignore the transaction which shown on my account. Only I will get a reply from payoneer if the dispute gain and I need to wait 90 days.
>
> As I have study that for this issue (ATM did not dispense Cash But My account was Debited)
> there is no other short way to get quick solution.
>
> Now anyone
> Please tell me that did any of you gain the dispute with in 90 days!!!!
> Or in your case how long does it take to resolve the dispute!!!
>
> Thanks for your time,
> Ferdouse
>
>
>

/what is status of your issue now?

SahilHaider · December 2016

I have done 2 transactions today in MCB bank's ATM. First transaction was cancelled but next one was successfully done. But when I checked my balance and transaction history it shows 2 successful transactions and my balance is deducted for failed transaction. I have sent a message to payoneer but there is no reply. Kindly help me as soon as possible.

FranckH · January 2017

@Adam_Payoneer
Hello, in my case, the bank has already reversed the transaction; Money credited back on my account the same day; "automatically".
But more than 7 business day now since the Pre-Autorization has still not be cleared and released. What to do?

[Deleted User] · January 2017

@FranckH since you have mentioned it was already cleared by your bank, I'd suggest you contact our customer care team and send them all the details- they can review and advise

ATM did not dispense Cash But My account was Debited

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