Customer assistance, complaints and disclosures policies
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 you. At Payoneer, we pride ourselves in the quality of customer care that we provide. Service and financial security are our top priorities. Our highly trained, courteous, and experienced staff members are available to assist you and bring to a swift resolution to any questions 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 address 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 system 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 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:
- Toll Free US Telephone: Click to reveal
- UK: Click to reveal
- Singapore: Click to reveal
- Australia: Click to reveal
- International: Click to reveal
- Web Form: payoneer.custhelp.com/app/ask/
- E-mail: Click to reveal
- In Writing: Payoneer Inc. 150 West 30th Street, Suite 600, New York, NY, 10001 with full details of your complaint.
The Payoneer Customer Care Case Specialists Team Leader 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 Case Specialists Team Leader. Any customer support issue that is escalated to a complaint will be forwarded to the Customer Care Case Specialists Team Leader.
How to escalate a complaint
If you are not satisfied with the response provided by the Payoneer Customer Care Case Specialists Team Leader, you may forward your complaint to the Payoneer VP Customer Care at VPOperations@Payoneer.com. The Payoneer VP Customer Care is part of Payoneer’s Executive Management team, and should be able to resolve any complaints that were not fully resolved by the Case Specialists Team Leader.
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 Europe Ltd”, 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 appropriate body listed below.
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: