Customer assistance and complaint resolution

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. Financial security and service are our number one priority! 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:

International: Click to reveal
Australia: Click to reveal
Ireland: Click to reveal
UK: Click to reveal
Uniter States of America (toll free): 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.

Payoneer Europe 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 Ombudsman no later than 6 years after you first became aware of the circumstances of your complaint.

By post: Financial Services and Pensions Ombudsman (FSPO)

Lincoln House, Lincoln Place

Dublin 2, D02 VH29

Ireland

Email: info@fspo.ie

Website: www.fspo.ie/make-a-complaint/

For Prepaid Debit MasterCard cards issued to you in Australia, you could also raise a complaint as described under the heading Payoneer Australia PTY LTD.

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. (1-888-290-3990), please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Please download the form here:

Submit formal complaint form with supporting documents:
Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you are an Alaska resident with questions regarding formal complaints, please email us at
dbs.licensing@alaska.gov or call Nine Zero Seven Four Six Five Two Five Two One

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.