Payoneer has a history that dates back to 2005, and I have been with them since 2009, a relationship that extends over 12 years. The payment service was instrumental to paid in the early days of my freelance career. My most recent transaction with UpWork has left me:

• Can't order a new card
• Can't withdraw to a bank account
• Can't contact support

There was a time I would recommend Payoneer without a thought. But my trust was shattered and left me concerned for $1700 of my money.

HIstory

I started freelancing as an engineering student almost 12 years ago, providing various services, including web development, software development, and office assistance (MS Office). Throughout the years, I would have used the Payoneer card for transactions totalling $50,000.

About three years ago, I switched to UpWork "International Wire Transfer" to transfer money in USD. Account maintenance fees eventually dried up my account, and the card expired.

Situation

First, I updated my account password and set up 2FA authorization (SMS passwords). Then I added bank accounts. Everything went well, and I was excited about the ability to request payments and the access to local bank accounts to receive money from "organizations" and "professionals".

I wanted $100 to order a new card, as I understood. I went to UpWork and triggered a payment of $1700. I didn't hesitate as I trusted Payoneer. On the other hand, I didn't have an option as the jokers at UpWork had removed partial withdrawals 🤷‍♂️.

The funds were realized and showed in my account. Concerningly I couldn't order a new card yet. I panicked, and I tried to withdraw the money to my bank account. I was shocked when I didn't see my USD balance available for withdrawal 😰. I wanted to contact support and couldn't find the usual contact form on the support page 🤯. I hoped it was not a Wirecard-like scandal I just stepped into.

Support Center Nightmare

As I mentioned, I followed the links in my account to their Support Center and Support Center My Requests. I could find FAQs and a forum but not a contact form. Then I tried the website "Contact Us" page. Unfortunately, it was the same as the Support Center page. Then I remembered that the website had a live chat feature. The dumb but again pointed me to the "Support Center". I wondered if it was a Safari issue, so I switched to Chrome and Firefox without success. Now I am apprehensive.

When I decided to look at their policy documents, I found some contacts on Customer Assistance, Complaints and Disclosures Policies. I was excited and exhausted. I dropped an email mentioning my issue and that I can't find the contact form at the Support Center. A guy named Dan got back at me asking me to reach out to the "Support Center" 🤬. That was it! My chill just expired, and I entered an attack mode. "Damn that $1700, I am going to bring these jokers down!" I told myself.

Last Resort

If one thing companies fear is a public rant and there is no better place to do it than Twitter. I sent out a tweet and the language was a little strong. I don't care if they consider it "shots fired" as it was the first step in an aggressive public campaign.

@Payoneer I am having an issue.

1. Can't order a card for an expired one.
2. Can't withdraw to bank
3. Can't find the contact form at your "Support Center".

I wrote to customerservicemanager@payoneer.com and Dan doesn't seem to be interested in "Customer Service". 😡

— Ziyan Junaideen (@ZiyanJunaideen) September 30, 2021

Update

• Oct 1: Tweet (shots fired)
• Oct 2: Payoneer Twitter team responded with assistance to order a new card
• Oct 2: Sent account details
• Oct 4: Payoneer positive response (asked address for the card and if to DHL the card)
• Oct 4: I responded with the address and requested to DHL
• Oct 5: Payoneer: requests address verification
• Oct 5: I respond with my latest phone bill
• Oct 7: Payoneer responds phone bills not accepted as a utility bill
• Oct 7: I respond with a bank statement
• Oct 8: Payoneer confirms address but sends the card in REGULAR MAIL 😵. What happened to my D-effing-HL request? I am exhausted, disappointed but at least there is some progress.