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
- Japan: Click to reveal
- Singapore: Click to reveal
- Australia: Click to reveal
- India: Click to reveal
- International: Click to reveal
- Web Form: payoneer.custhelp.com/app/ask/
- E-mail: Click to reveal
- In Writing: 195 Broadway, 27th floor, New York, NY 10007 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.
At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:
Step 1: Contact Us
If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +1-646-658-3113
email at: CustomerServiceManager@Payoneer.com
website https://payoneer.custhelp.com/app/CallUs.
Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.
When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.
Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.
Step 2: Investigation
We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.
In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so. Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.
Although we have up to 40 working days to resolve your complaint, we will aim to do so as soon as possible. In the unlikely event that we are not able to finalize our investigation within 40 working days, we will contact you and advise you of the possible next steps (these are listed below).
Step 3: Resolution
Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.
Step 4: Escalation
We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 40 business days have passed and we have been unable to resolve your complaint, you have the following options:
- If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
- Alternatively, you may choose to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) for an impartial review. The referral must take place within 6 years of the conduct complained of. The contact details for the FSPO are as follows:
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place
Dublin 2, D02 VH29
Ireland
Telephone: 00353 1567 7000
Email: https://www.fspo.ie/complaint-form.aspx
Website: https://www.fspo.ie
Record Keeping
We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.
Feedback
We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.
At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:
Step 1: Contact Us If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +44-203-608-0610
email at VPOperations@payoneer.com
website https://payoneer.custhelp.com/app/CallUs.
Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.
When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.
Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.
Step 2: Investigation
We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.
In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so. Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.
Although we have up to 35 working days to resolve your complaint, we will aim to do so as soon as possible. In the unlikely event that we are not able to finalize our investigation within 35 working days, we will contact you and advise you of the possible next steps (these are listed below).
Step 3: Resolution
Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.
Step 4: Escalation
We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 35 business days have passed and we have been unable to resolve your complaint, you have the following options:
- If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
- Alternatively, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within six months of our final response. The contact details for the Ombudsman are as follows:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/
Record Keeping
We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.
Feedback
We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.
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/
Address and contact information for business office to deal with complaints or consultation from customers.
Address: 33F Shibuya Hikarie, 2-21-2 Shibuya, Shibuya-ku Tokyo 150-8510
Tel：03-4578-1755
Customer Care form: https://payoneer-japanese.custhelp.com/app/ask/l_id/14
Customer Care hours: Monday-Thursday 10:00-21:00 / Friday 10:00-18:00
*excludes Saturdays, Sundays, and national holidays
Dispute resolution support organizations:
The Tokyo Bar Association Dispute Resolution Center (Call: 03-3581-0031)
The Daiichi Tokyo Bar Association Arbitration Center (Call: 03-3595-8588)
The Daini Tokyo Bar Association Arbitration Center (Call: 03-3581-2249)
This Customer Grievance Redressal Policy formulated by Payoneer India Private Limited (“Payoneer”) aims at ensuring the prompt handling of customers’ or potential customers’ complaints received by Payoneer. Payoneer aims to resolve all complaints fairly and within an appropriate timeframe.
Customers may file a formal complaint through any of the following channels:
Monday to Friday 9am-6pm IST (except public holidays)
Phone: +91-11-71817004
Email: Indiacomplaints@payoneer.com
Address: No. 473, 2nd Floor, 12th Cross, Wilson Garden, Bangalore South, Bangalore- 560027, Karnataka
After submission of your complaint via any of the above channels, you will receive an acknowledgement of receipt within 24 hours which contains a Unique Reference Number which can then be used to track the status of your complaint.
Payoneer strive to provide an initial redressal to the customer complaint within 15 business days of receipt and our final response to the complaint within 30 days of receipt.
Customer may escalate their complaint to the Nodal Officer if they are not satisfied with the redressal provided. Users may contact the Nodal Officer through any of the following channels:
Level 2 Escalation: Nodal Officer
NODAL OFFICER
MR. ROHIT KULKARNI
PAYONEER INDIA PVT. LMITED
Email: NodalofficerIndia@payoneer.com
Address: No. 473, 2nd Floor, 12th Cross, Wilson Garden, Bangalore South, Bangalore- 560027, Karnataka
The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.
SLA
For cross-border transactions where resolutions for complaints result in offering refunds, we comply with timelines agreed with AD Banks, as communicated by AD Banks from time to time.
| Payment Type | Refund TAT* |
|---|---|
| Payment via link (Credit Card, eCheck ) | T+15 |
| Payments received in the virtual account via ACH & SWIFT transfer – BOFA, CFSB, FCB, DC Bank and Banking Circle | T+ 21 |
| Payments received in the virtual account via ACH & SWIFT transfer – OTHER Banks | T+ 21 |
*Turnaround time
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:
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 907-465-2521.
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 Financial Protection and Innovation at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dfpi.ca.gov, or by mail at the Department of Financial Protection and Innovation, Consumer Services, 2101 Arena Boulevard, Sacramento, CA 95834
Payoneer License No. 2522
Payoneer NMLS ID 1041524
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:
1560 Broadway, Suite 975
Denver, Colorado 80202
Email: DORA_BankingWebsite@state.co.us
Website: partnering.colorado.gov/industry/money-transmitters
Please click here to view the Colorado Division of Banking Customer Notice.
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
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:
1100 North Eutaw Street, Suite 611,
Baltimore, MD 21201
Telephone: 1-(888)-784-0136
Payoneer Inc. NMLS ID 1041524
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
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
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.
