Customer Assistance Policy

We know that you may have many options for your payment needs. When joining any payment platform, one of your most important considerations should be the level of service provided to the customer. Financial security and service are our number one priority! At Payoneer, we pride ourselves in the quality of customer care that we provide. Making our customers feel welcome and well cared for is among our top priorities. Our highly trained, courteous, and experienced staff is available to assist you and bring to a swift resolution any customer queries or concerns.

For queries and questions related to Payoneer financial services and products, please proceed to our Support Center.

Do you have a complaint about a Payoneer product or service? Payoneer aims to provide you with reliable and consistent service at all times. It is our goal to find a timely and fair solution; we put customers first.

We want to resolve any problems you might have experienced as promptly and effectively as possible, and your feedback is very valuable in assisting us to improve our services for the future.

We regard as a complaint any written or verbal expression of dissatisfaction, concerning either an individual, our standard of service, or any aspect of the delivery of our services. This may be the result of something we have done or something we have failed to do – intentionally or unintentionally.

Please review the information below on how to file a complaint with us, how to have your complaint resolved quickly, and how we will deal with your complaint.

Our Customer Commitment

We will try to resolve your problem within 3 business days of receiving your complaint whenever possible, whether you contact us by letter, phone, email, chat, fax, or the Contact Us form on our website.

We will record your feedback as a formal complaint within our internal complaints procedure to be dealt with as follows:

  • Upon receipt of your formal complaint, we will issue a prompt acknowledgement if we are unable to respond in full within 3 working days.
  • Based on the nature of your concerns and the information provided, we will use all the information at our disposal to investigate and resolve your complaint. We may need to contact you for further information as part of this process if it will help us to resolve the matter.

How to File a Complaint

You can file a complaint about the services of Payoneer by contacting Customer Care at:

The Payoneer Customer Care Manager will endeavor to address the complaint and resolve the issue. When contacting us, please provide us with the following information: your name, your contact information (e-mail address and phone), the reason for your complaint, and as much relevant information as possible to assist us in addressing your concerns.

Resolving Your Complaint

A full and final response will be issued within 15 business days from the date we receive your initial complaint, with our understanding of your concerns and a possible resolution. If we are unable to issue our full and final response within 15 business days, we will write to update you on the progress of your complaint and the expected resolution date. We are committed to ensuring all complaints are fairly addressed.

The complaint-handling contact point is the Payoneer Customer Care Manager. Any customer support issue that is escalated to a complaint will be forwarded to the Customer Care Manager.

How to Escalate a Complaint

If you are not satisfied with the response provided by the Payoneer Customer Care Manager, you may forward your complaint to the Payoneer VP of Operations at VPOperations@Payoneer.com. The Payoneer VP of Operations is part of Payoneer’s Executive Management team, and should be able to resolve any complaints that were not fully resolved by the Customer Care Manager.

Payoneer appreciates your business and is committed to providing you with world-class service. Thank you very much for taking the time to submit your feedback and for choosing Payoneer.

If your Payoneer Account or Prepaid Debit MasterCard® card were issued by “Payoneer (EU) Limited” , “Wirecard Card Solutions Limited” or “Payoneer Australia PTY LTD” , upon completion of the above steps, in the unlikely event of the matter not being resolved to your satisfaction, you may apply to the Financial Services Ombudsman or Australian Financial Complaints Authority Limited.

Payoneer (EU) Ltd

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are dissatisfied with how your complaint has been resolved, you should follow the advice given by our supervising body, the Financial Services Commission no later than 12 months after you first became aware of the circumstances of your complaint.

By post: Payment Service Team

Financial Services Commission

PO Box 940

Suite 3, Ground Floor

Atlantic Suites

Europort Avenue

Gibraltar

Email: psdcomplaints@fsc.gi

Website: www.fsc.gi

Wirecard Card Solutions

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if 8 weeks have passed and we have been unable to respond, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of our final response.

By post: Financial Ombudsman Service

Exchange Tower

London, E14 9SR, the United Kingdom

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Payoneer Australia PTY LTD

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are dissatisfied with how your complaint has been resolved, you should follow the advice given by our supervising body, the Australian Financial Complaints Authority no later than 6 years after you first became aware of the circumstances of your complaint.

By post: Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne, VIC 3001

Telephone: 1800 931 678

Calls from an international number add +61

Email: info@afca.org.au

Online: www.afca.org.au/make-a-complaint/

Website: https://www.afca.org.au/

If you feel your question or issue with regard to Payoneer remains unresolved after contacting us, the following U.S. States provide specific contact information: Alaska, California, Colorado, Illinois, Maryland, Massachusetts, Texas and Washington.

To learn more, please select one of the options from the below:

Alaska

If your issue is unresolved by Payoneer Inc. (1-800-251-2521), please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form here.

Formal complaint forms may be submitted via:

  • Fax: 907-465-1230
  • Email: msb_licensing@alaska.gov
  • Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you have questions regarding formal complaints, please call 907-465-2521

California

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at:

The Department of Business Oversight, Consumer Services

1515 K Street, Suite 200

Sacramento, CA 95814

Payoneer License No. 2522

Right to Refund

You, the customer, are entitled to a refund of the money to be transmitted as the result of the appropriate agreement if Payoneer Inc. does not forward the money received from you within ten days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within ten days of the date of the receipt of the funds from you unless otherwise instructed by you.

If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted, you have a right to a refund of your money.

If you want a refund, you must mail or deliver your written request to Payoneer Inc. at 150 West 30th St., Suite 500, New York, New York 10001. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney’s fees pursuant to section 2102 of the California Financial Code.

Colorado

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services, the Colorado Division of Banking will accept questions or complaints from Colorado residents at:

Colorado Division of Banking:

1s560 Broadway, Suite 1175

Denver, Colorado 80202

Telephone: (303) 894-7575

Email: DORA_BankingWebsite@state.co.us

Please click here to view the Colorado Division of Banking Customer Notice.

Illinois

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services, the Illinois Department of Financial and Professional Regulation, Division of Financial Institutions will accept questions or complaints from Illinois residents at:

Illinois Division of Financial Institutions

320 West Washington, Suite 229

Springfield, Illinois 62701

Telephone: 1-888 298-8089

Maryland

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services the Commissioner of Financial Regulation for the State of Maryland will accept questions or complaints from Maryland residents regarding Payoneer’s (NMLS ID 1041524) financial products and services at:

500 North Calvert Street, Room 402

Baltimore, MD 21202

Telephone: 1-(888)-784-0136

Massachusetts

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services, the Massachusetts Division of Banks will accept questions or complaints from Massachusetts residents regarding Payoneer’s financial products and services at:

Massachusetts Division of Banks

1000 Washington Street, 10th Floor

Boston, MA 02118-6400

Telephone: 617-956-1500

License No. FT1041524

Texas

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services, the Texas Department of Banking will accept questions or complaints from Texas residents regarding Payoneer’s financial products and services at:

2601 North Lamar Boulevard

Austin, TX 78705-4294

Telephone Number: 1-877-276-5554 (toll free)

Website Address: www.dob.texas.gov

Washington

How to File a Complaint with the Washington Division of Consumer Services:

First, consumers are encouraged to try to resolve the dispute themselves. We have found that complaints can normally be resolved if the consumer contacts the company directly. If you have not already done so, please contact the office manager and attempt to resolve the problem.

Second, if direct contact is unsuccessful, or you are dissatisfied with the results, you may file a complaint with the Division of Consumer Services using one of the four methods below.

1. File a complaint online: https://dfi.wa.gov/node/6521/webform/money-services-complaint-form

2. File a complaint via mail or fax: https://dfi.wa.gov/sites/default/files/money-services-complaint.pdf

3. Call us: 360-902-8811 or 1-877-RING DFI (1-877-746-4334)

4. Email us: CSEnforceComplaints@dfi.wa.gov

Disclosure: The consumer understands that fraudulent transactions may result in the loss of their money with no recourse.