Almost destroyed my business, blocked account, gave fake deadlines, can't decide what they need to unlock it
March 08, 2023

Almost destroyed my business, blocked account, gave fake deadlines, can't decide what they need to unlock it

Yaroslav Nychyporets | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Business Payment Solutions (Solutions for SMBs)

Overall Satisfaction with Payoneer

They blocked my account with a 5-digit amount of money. Then, couldn't agree on what they needed from me to unlock it, and were giving me fake deadlines for unblocking and always failing them. Then admitted that "multiple departments are involved", that's why it takes them so long.

They seem to be intentionally holding my money, without an apparent reason. I spoke to about 15 support managers, they all give me incoherent information and fake deadlines. It seems like they just want to win time.

The timeline:

1. 4 months ago, they asked to verify a bank account that I don't use it anymore. I contacted support 5-6 times, they promised to remove it but I kept receiving verification requests. I sent them the proof and they didn't accept it, without an explanation - it seems due to minor differences in the address spelling - instead of "str.", my address starts directly with the street name.

2. I ordered their virtual card. They asked: provide a screenshot of your Amazon account. I answered: I don't work with Amazon anymore, now I work with my client M****** AG, and I am a contractor. They told me "then provide a screenshot of your account with M****** AG". Another support manager answered the same. They seem not to be able to grasp it that when you are a freelancer, you don't have an Amazon-type account with your clients. You just have a contract, and they pay you directly.

3. Now, they blocked my account completely, with a 5-digit sum on it. One manager requested a proof of two specific transactions, and 5 other points, and offered to upload it for me. When I reached again second time to provide the proof, the support manager told me just one transaction would be enough, but I need to upload it over the website. On the website, I there was just a place to upload proof for one transaction, and no place to provide the other requested points (e.g. the explanation of my relationships with counterparties, which was requested).

4. Yesterday on the call (8th or 9th call), they told me that the issue is resolved, and that the account is going to be unlocked in 6-8 hours yesterday. After 15 hours, it's still blocked and another manager says: "we can't tell you the date when it's unlocked. we will do it as soon as possible".

Seems like they have a total internal chaos and are blocking large accounts randomly, to prevent losing too much money. Remember the Wirecard story?

Also I wrote exactly the same things on Trustpilot, and ... the review is hidden from other people, only I see it. Are they paying to hide reviews?

Customer ID 29958331
  • Receiving payments
  • Blocking accounts for weeks without a reason
  • Giving false deadlines
  • Having a common sense (e.g. understanding that private companies that pay freelancers not always have an "Amazon-type profile" which can be screenshotted)
  • Ability to receive payments
  • Ability to pay
  • Reporting
  • We have almost lost our business due to locking the account, as we can't serve our clients well now

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It's well suited for receiving payments if the amounts are small and you don't care about being blocked and losing weeks of your time chasing their support

Payoneer Feature Ratings

Fraud Detection
Not Rated
Not Rated
Recurring Payment Support
Not Rated
Billing and Invoicing Support
Global Support
Payment Form Acceptance