I have not recieved money (from payoneer to local bank) -it is the second time

gamaangamaan Posts: 17Member ✭✭
edited January 21 in Ask The Community
Hi @Aleksandra_Payoneer , @Max_Payoneer ,

my customer id :23584489

I need your help please, please.

The first withdraw:,

it is a long story, but the summary is on 17/12/2018 I mad first withdraw from payoneer account to local bank and after 23 days ago I received feedback from Payoneer customer care, which is the system detected the entered bank information incorrect and canceled the transfer process and the money return back to my account.

The second withdraw (current situation):

I re-resisted the bank information again and verified by your, according to local bank statement which I sent and I get feedback to make withdraw again .

on 15/1/2019 I withdraw to my local bank, today I went to the local bank and asked them about the transfer, they told me "no transfer received" from Citibank ,


please help, it is wasting time because I stop freelancing work and follow up my money

Comments

  • EdwinPayoneerEdwinPayoneer Posts: 384Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    hi there @gamaan. At the moment it seems like the transfer is still just processing normally. Since 1/15/19 has passed only 3 business days have occurred. Bank transfers normally take a full 3-5 business days so the funds should be added to your account by 1/23/19.

    If you notice they are not deposited in that time, I would suggest that you contact our customer care team so we can provide you with a confirmation of the transfer. With this document the bank can investigate the transfer further for you. To contact our support team to request this just click here.

  • gamaangamaan Posts: 17Member ✭✭
    edited January 23
    Hi, @EdwinPayoneer , today it is 24/1/19 in my country and the transfer not reached to my account, and no feedback from your customer care.

    Look, the confirmation document will not solve this problem because your system cancel the transfer process when they try to do, such as the previous one, ( they have sent me transfer confirmation document and I gave it to the local bank, then the local bank contacted Citibank, then the Citibank did not locate the payment ) after that I contacted your customer care ,and your feedback, was "payoneer system detected the bank information is incorrect and cancel the transfer process ", and I am really sure the registered bank information is correct , then I send "bank statement" to verify the bank information and your customer care team confirmed the bank information is correct .

    Local bank partner/work with Citibank, and usually receive transfer without any problem.

    The problem is my withdraw don't reach to Citibank and cancel by your system


    I hope you understand me


    thank you
  • EdwinPayoneerEdwinPayoneer Posts: 384Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    I am sorry to hear you have not received the transfer yet @gamaan . Only the customer care team can assist with this case at this point. They should be able to escalate the issue to our bank team. Can you provide me with your reference number for your last correspondence with them? I can check to see the status of the ticket for you with this.

  • gamaangamaan Posts: 17Member ✭✭
    Hi, @Max_Payoneer , @Melina_Payoneer

    today it 15 days since I withdraw to my local bank account, and my money not yet received, no money reach to my account.

    I submit a ticket for assistance 5 days ago (3 business days ) and up today no update in my email, I contact customer care team, and they told me my issues still under review, and I should wait til 31/1/2019 .

    as a freelancer worker,Payoneer destroy our job, it is the 2 months and I try to get my money and nothing, in the first time the transfer cancel by your system and the money return back to my account, the current transfer, I still following my money.

    I write this cus, I really worry and hope this goes well

    thank you
  • gamaangamaan Posts: 17Member ✭✭
    @EdwinPayoneer , reference no 190123-012989
  • EdwinPayoneerEdwinPayoneer Posts: 384Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    @gamaan said:
    @EdwinPayoneer , reference no 190123-012989

    Thanks for your reply. It looks like the case was just escalated to our bank transfer team today. In a few days they should be able to provide you with MT103. This is a document that the bank can use to trace the transfer and resolve this for you.

    It does take some time for us to receive this as we do need to wait for our intermediary bank to provide it, but as soon as we have this form we will be in touch via email.

  • gamaangamaan Posts: 17Member ✭✭

    @EdwinPayoneer , thank you so much ,

    Please follow up this matter for me, and I hope to receive the update before the weekend.

    thanks

  • gamaangamaan Posts: 17Member ✭✭

    Hi @ssionel ,
    up today, no update via email, I called them and they told me I will get an update before the weekend
    .
    my case is different, it is withdrawn,

    we hope payooner improve their services

  • bergson1296bergson1296 Posts: 2Member
    He has not received the money he made 7 days before, what is suspected is that all my data is correct, and that he has previously withdrawn with the same information.
  • eduardomobeeduardomobe Posts: 4Member
    Did any of you solve this? If so, how?
  • Aleksandra_PayoneerAleksandra_Payoneer Posts: 194Administrator ✭✭✭✭✭✭✭

    Hey, @eduardomobe

    We have responded to your original topic.

    Will be happy to answer general questions about Payoneer service.

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

  • gamaangamaan Posts: 17Member ✭✭

    Hi @EdwinPayoneer , @Aleksandra_Payoneer

    All others .

    It has been 5 days , since I provide the local bank with copy of MT103 , and the local bank unable to track and locate the payment.

    It has been more than 20 days , when I requeste the withdraw and I still didn't get my payment.

    Please don't let me confused and worry and investigate this issue as soon as possible.

    it is urgent matter and you should transfer this issue to relevant department as soon as .

    I replied to the email reference number

    190123-012989

  • EdwinPayoneerEdwinPayoneer Posts: 384Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    @gamaan said:
    Hi @EdwinPayoneer , @Aleksandra_Payoneer

    All others .

    It has been 5 days , since I provide the local bank with copy of MT103 , and the local bank unable to track and locate the payment.

    It has been more than 20 days , when I requeste the withdraw and I still didn't get my payment.

    Please don't let me confused and worry and investigate this issue as soon as possible.

    it is urgent matter and you should transfer this issue to relevant department as soon as .

    I replied to the email reference number

    190123-012989

    HI there @gamaan . I am very sorry ro hear that the MT103 was not successful with the bank. This is very unusual news as this document is almost certain to resolve issues like this. I do see that a member of our support team spoke to you earlier and has escalated the case further. For now, we must wait to see what steps the bank transfer team advises after reviewing this further. You should hear back from them within a few business days.

  • gamaangamaan Posts: 17Member ✭✭
    edited February 6

    Hi @EdwinPayoneer

    I really appreciate what you do.

    The problem is the local bank contacted Citibank used MT103 information via SWIFT system and no feedback from Citibank, about the payment, I want to know the real reason behind this delay ,more that I have upcoming payment , but I am stuck and I don't get my pervious fund.

    I hope to get update before the weekend.

    Thank you

  • EdwinPayoneerEdwinPayoneer Posts: 384Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi @gamaan . Thank you for your kind words. Hopefully our bank transfer team is able to provide more info on this soon. Please know your case is being handled with great urgency and care. As soon as we are able, an email will be sent to you with an update.

  • gamaangamaan Posts: 17Member ✭✭

    Hi,@EdwinPayoneer
    it is has been 4 days, when I submitted a ticket assistance, and your support team told me ,I will get update maximum Friday, up today no update.

    Please follow up this matter.

    Thank you so much.

  • KazPayoneerKazPayoneer Posts: 555Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi @gamaan,

    We have asked for an update from our bank transfer team regarding your case. They're currently in communication with our bank and processor to determine the best next steps that we can take to get your payment to you. We'll just have to wait for an update from them.

    I apologize as I realize how stressful this process can be.

  • gamaangamaan Posts: 17Member ✭✭
    edited February 11

    Hi @EdwinPayoneer, @KazPayoneer
    thank you for a great support .
    Unfortunately, yesterday I got money return back to my account , and I don't know the real reason behind that because all data verified by your team.

    I am really disappointed, because your system canceled withdrawal process without reason more that it is the second withdrawa canceled

    I will request prepaid master card and hope everything goes well

    Thanks.

    Closed

  • Aleksandra_PayoneerAleksandra_Payoneer Posts: 194Administrator ✭✭✭✭✭✭✭

    Dear @zadiqous

    We responded under your personal topic, please kindly have a look.

    Thank you

    Will be happy to answer general questions about Payoneer service.

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

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