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Barak A.

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Experience: Business, Finance

Member since September 2019

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3 Reviews by Barak

11/11/19
I started an HK based company a year and a half ago with the promise of Neat as a banking alternative.

For the most part I needed a Stripe connection and a company debit card, and they provided it.

In the beginning it all went well, they worked with SCB Bank and I could accept money from Stripe uninterruptedly. I didn't need their customer service.

About 3 months ago they switched to a DBS bank account, and thing went downhill from there.

First - their system refused to work with Payoneer - a major eCommerce payment platform. I couldn't transfer money to the Neat account. I had to chase Neat for 2 weeks until I got someone to finally take me seriously and respond to my issue, all the while money is locked in my Payoneer account, and I can't transfer it to the company account.

Issue was resolved eventually and I created a 50$ test transaction. Payoneer transferred 50$, yet Neat updated only 35$ claiming that's what arrived somewhere along the way someone charged 15$, and Neat would not provide an answer.

This story has been going on for 2 months, me chasing Neat for answers, they claim they're still "inquiring" and disappearing for weeks again.

Now there are Stripe issues again Stripe deposited about 1500$ to my account, which Neat can't accept because of some "mysterious issue". They have no estimation for any solution, they share no information regarding what's going on.

All the while money can't transfer to my account, and my business activity is effectively frozen.

There's no phone support, only chat support from within the system. The representative NEVER follows up, she would respond to your message and disappear for 24-48 hours. More often than not her answers are non-informative, and not useful.

One more thing you should know - If someone misuses your Neat Debit card and you want to dispute the charge you'll be asked to bring in a police official complaint and pay 50 EUR just so your issue would be considered.

You read correctly. If someone false charges you, no one's got your back.

The past couple of months have been an ongoing nightmare, and I have no way to know if it's going to resolve.

The replies I receive from company reps are non-informative, buying more time, maybe hoping I'll forget and move on.

I really believe this company is in some financial or regulatory trouble. I'm looking for alternatives. If your business is important to you, I advise you to stay away.
9/23/19
I purchased access as a deal through AppSumo. They did a good job presenting it. I was convinced, and I gave it a chance.

I didn't have high expectations when I purchased it, and I still managed to be disappointed.

Payments are handled 100% inside the platform, no easy way to integrate it outside - no zapier / integromat automation, no interface is exposed outside, there is no way to trigger automations upon successful purchase.

The platform sends automatic emails both to me and the purchasing customer which I have no use for and only compromise my customer's user experience. There's no way to turn them off.

Same regarding an Invoice. I have my own invoice, and I don't need Plug&Paid getting in the middle of this.

I reached out to support and got vague promises for a better future. No suggested solutions or workaround.

Last time the software was updated was Aug 7, and most of it are useless features. As long as the major hurdles aren't resolved "Emails restyling" isn't much of a use to anyone.

I honestly regret I purchased it, and I wish I had any way to get my money back.

It casts a shadow on AppSumo's reputation as well, for hosting and promoting misleading products.

If I could give it 0 stars, I would have.

Bad product, stay away.
9/8/19
Not happy with Payoneer.

I own a HK company, and use Neat as my bank account if that's your setup, I suggest that you steer clear from Payoneer. Their system doesn't handle Neat new bank credentials.

Here's my story.

After Neat has changed the bank details I went and changed my bank credentials in Payoneer's system.

I submitted it perfectly, leave out one thing - there's a DASH in the beneficiary name that Payoneer system can't handle - Neat assured that the transaction will be processed without the dash, so I left a white space.

Bank details were approved by Payoneer after a review.

I created a 50 US test transaction, waited 24 hours only to receive a 'failed transaction' notification.

I called Payoneer's customer service to get help with my issue, and the rep asked me to send them the exact bank details so that they'll do it on their side. I sent them a Neat formal doc, and waited.

After 3 days of not hearing from them I called. To my surprise the rep tells me I should call after sending docs, because emails are not passed forward to the correct department, unless you call and specifically ask for it on your side.

Frustrating, but what can I do.
I asked him to transfer the doc to the correct department. The one that ASKED for this doc so that they can assist.

After 24 hours I receive an email - "Dear customer, you want to change bank details? You can do it on your own, here are the instructions..."

But I did.
And it failed.
Twice.

I call again, and the rep asks me to type in the bank details and they'll make the changes on their end, add the DASH, or whatever.

At this point it's a guessing game, and I have zero faith that Payoneer will help me resolve it. I worked with them 3 years with no problem, tolerated their high fees and horrible service, but this is the last straw.

There are better options, such as TransferWise and Currencies Direct.

If this attempt to connect my bank account fails, I'm going to explore the other money channels, and leave them permanently.

Bottom line, if you use Neat as your bank account, and consider using Payoneer, then don't. They'll put you through endless hell, and I can't tell you at this moment if in the end it'll succeed.
drora1
Dror A. – Payoneer Rep
Hello Barak,

We really appreciate you for leaving an honest review of our Payoneer Services.

We'd like to apologize for the huge inconvenience you are experiencing when it comes to changing your bank details. We understand you reached out to our customer support for assistance, but did not receive a clear answer. Our customer support team are always there to provide the most accurate response in a timely manner. Although you submitted the documents via email, please keep in mind that response times via this method can very. All the emails we receive, are replied within 5 business days as the standard procedure. However, we must insist that if it is an emergency, contacting our support team via our phone lines, is the quickest option.

Please be advised that there are many factors that can make a transfer rejected or delayed. This the reason we ask for a bank statement. We have to make sure your funds are being processed to the correct bank account details registered. If the details are correct, we send it over to our bank transfer department for further investigation. They in turn will provide a reason and communicate a solution to have the funds successfully processed. If the bank details are incorrect, we have to manually change the details. Once that's done, our bank transfer department will take the incident and re-process the transfer.

We are delighted that you have been with Payoneer for so long. We strive to achieve a high customer satisfaction to clients like yourself. We recognize that we did not do so well this time around but are committed to provide better quality care in the future.

We understand it was a lot of constant back and forth, with no clear resolution. Do not worry, we will make a note of this and send it as feedback. If we can help you with anything or an update on your case, please follow up with our support channels or even our social media. We look forward to have your issue resolved so we can earn a better rating from you in the future.

Best,
The Payoneer Team.

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