Evaline W.

Hello Evaline.

We do apologize for any delays you had in regards to getting your transfer. We under that this is not the predicament you want to be in as this is a huge setback for you. We want to clarify why delays sometimes occur.

So when a client initiates a withdrawal to their local bank account, we give the client an estimated time frame of 3 to 5 business days. (These business days exclude Saturdays, Sundays, and National US holidays.) This is usually the time in which majority of the transfers done, arrive to their destination. Of course there are cases in which funds can arrive much sooner, however this varies case by case and bank by bank. Many banks have their own policies regarding transfer loading times, however we have no information about this nor control over it.

In the case that the transfer has still not arrived to its destination after the estimated time frame, we will have our bank transfer department proceed with an investigation upon request.

At Payoneer we use intermediate banks to process any funds from your Payoneer account to your local bank account. The reason we do this is because Payoneer is not a bank, we are just a payment processing company.

In order to be able to transfer your funds to your local account, we have to use intermediate banks.
There are cases in which transfers may be delayed or stuck at these intermediate banks. This is where our bank transfer department initiates their investigation.

They will try to get in contact with the intermediary bank for a confirmation that your funds were transferred and processed or for further clarification on what occurred. However this does take time.

The reason is because different banks have different operating hours. Although we might be opened for certain hours during the day that does not guarantee that these intermediate banks are opened at those same hours.

So to combat this, our department attempts to communicate with them via email.

If this is the case for you, we recommend you contact our support team for an update. They are available via phones, chats, and emails.

Thank you for the honest feedback as we will let our internal teams know. This will help us provide better quality service to our clients.

Best,
The Payoneer Team.