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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 24 hours of receiving your complaint whenever possible, whether you contact us by letter, phone, email, chat, fax, or the Contact Us form on our website.
If we are unable to resolve your complaint within 24 hours, 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 five 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 1-800-251-2521 (USA), 44-203-519-1198 (UK), 1-646-658-3695 (International); by e-mail to CustomerServiceManager@Payoneer.com; or by post to Payoneer Inc. PO Box 941, New York, NY 10116 with full details of your complaint. 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.
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.
Resolving Your Complaint
A full and final response will be issued within 8 weeks 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 8 weeks, 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.
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.