Waiting for payouts via Payoneer

[Sue340]

We have not been paid by Airbnb or Payoneer for three bookings, two have been completed and a longer one is in progress.   We have contacted Payoneer who have lied to us - said two payments for two separate bookings were combined in one payment and paid despite their information and information from Airbnb stating that separate payments were paid.  

We have NOT received either payment and Airbnb refuse to do anything saying it is not their problem and Payoneer lying to us and saying it must be our bank's problem - its not because we have checked.   Payoneer have paid us earlier this month for other bookings so they have our correct bank account details.

Does anyone have any advice for how we solve this?   We are now owed $1050 and our guests have paid Airbnb but Airbnb or their contracted payer Payoneer have not paid us.   We view this as theft - but Airbnb despite saying they offer support for hosts refuse to do a thing.

Sue & Evan **

*title updated

[Alice-and-Jeff0]

@Sue340 - Payoneer is a choice and you can choose another method of payout.  If you already have a Payoneer card, contact them to connect Airbnb payouts to your existing account

https://www.airbnb.com/help/article/482/how-do-i-use-payoneer-to-receive-payouts

https://www.airbnb.com/help/article/425/when-will-i-get-my-payout

https://www.airbnb.com/help/article/304/where-do-i-find-my-payout-information

https://www.airbnb.com/help/article/1315/managing-more-than-one-payout-method

https://www.payoneer.com/vacation-rentals/

[Michael1339]

@Alice-and-Jeff0 - 

Payoneer may indeed be a choice that you have and I (regrettably) did sign up with them but this was purely as a result of Airbnb punting them (I had never before heard of them prior to Airbnb making the intro) .... Needless to say i have had endless issues with Payoneer, and this was before the alleged big system hack on the 20th Dec 2017 which to this date neither Airbnb not Payoneer are denying.  I had funds go missing in this supposed hack and guess what.... The funds that went missing were not meant to be paid into my Payoneer account but instead were meant to be sent directly to my Private Bank account. And this is where it gets interesting .... Airbnb use Payoneer as a payment gateway/ solution provider for all their payments regardless of whether you sign up with them or not. 

So in the case of my missing funds there is no doubt Payoneer is at fault due entirely to their presumably weak encryption software that enabled this alleged hack to take place but I’m collecting my missing funds from Airbnb because they on their own accord chose to use a 3rd party payment gateway (payoneer) to facilitate payments to me.

So the question is .... Is Payoneer REALLY your choice ?? 

[Alice-and-Jeff0]

@Michael1339 - If you want a philosphical discussion that may be for another thread.  However, yes, you always have a choice.  This first is not to use the Airbnb platform because you don't like their payment methods. There are dozens of online listing services that pay in completely different ways. 

Every host location has more than one option for getting paid.  Specifically. besides where prohibited by law, you can always choose to use wire transfers directly from bank to bank.  This practice has been going on since the 1800s. Problem is for most folks, they don't want to pay the fees that relate to this tried and true method of banking. Because of the amount of security related to this process, the fees are generally the highest. 

Personally, I choose direct deposit via ACH.  An ACH transfer is the quickest and is highly secure.  Many people do not understand electronic transfers of funds  so they shy away from this activity.  I've never once, in using this method, had a problem with payment.  

Everyone has a choice.  Airbnb didn't force you to sign up with Payoneer - you chose to do so.  

[Norelyn1]

actually i beg to differ , i have been trying bank transfers for 2 months now and always got denied. i was in contact with airbnb dozens of times over this . on one occasion someone a bit brighter than usual said it was because i had instructed payoneer when i hadnt (it was a progress , they had SOMETHING to say). then a couple of weeks down the line as i was juggling with 2 airbnb profiles (my wife's and I) with 2 different filipino bank accounts in the biggest bank in the land (BDO-Unibank) and experiencing nothing but frustration , i had one airbnb rep who said BDO was connected to Payoneer and i HAD TO go through them . in sheer desperation , i agreed to try . the money was sent to Payoneer (and got there) but i cannot lay my hands on it for lack of an utility bill with the right address . I did send them a starlink bill that fits the description perfectly , they wont have it . I then sent an electricity bill with the name of the man who sold us the land in 2019 on it. I feel its not gonna cut it . we dont get a water bill . phone accounts dont have addresses on it . bank statements dont have addresses etc Filipino addresses by the way are not even remotely normed . You can describe any place 6 different ways . i got a ominous feeling i'm gonna get robbed blind by payoneer (like a few others as i found out researching) and that will be 100% Airbnb's fault. And before someone tells me to go look elsewhere , let it be known i worked with airbnb for 9 years as a french camping owner and never had that kind of problem 

[Ria16]

@Sue340

I also have not been paid for last weeks bookings. . I have been informed by Air that it’s most probably due to the Thanksgiving holiday plus our NZ banks which are always closed over weekends. 

I am really hoping it goes in tomorrow.

Meh over it! 

[Ria16]

Just to follow up on this as I still have not been paid and am not sure if I ever will again.  But for some reason staff entered the wrong suffix code and due to this my payment was sent back to Air BnB from my bank. Have spoken to the Air BnB pay specialist via email and his only suggestion is to ring the Payoneer team. Why should I do this due to their mistake? 

How stressful this is and in the meantime I’m still meeting n greeting my guests not knowing if I’m going to be paid. ;( 

[Sue340]

We waited for nearly a week for two separate payments for two separate bookings on consecutive days to be paid and eventually they were as one combined payment without any explanation.   It is now a week since payment for a 4 night booking was due to be paid - we're still waiting.  Payoneer simply say they are investigating the matter with their bank and waiting for a document from their bank but we've not been supplied with any such document for any payment and now they are no longer responding to our emails.

We have investigated alternative methods but unfortunately the suggestions supplied are free in the USA but incur quite hefty fees if used internationally ie transfer from USA to NZ.  

We are astounded that Airbnb will not follow it up - we have supplied Airbnb with a service - ie provide accommodation for guests who have paid Airbnb.  We have not been paid for that service and Airbnb refuse to do anything about it.  

Any ideas anyone - we have a heap of Airbnb bookings coming up and we can't afford to offer free accommodation to a multitude of travellers who have paid money which has apparently gone to someone else's pocket - either Airbnb or Payoneer but definitely not to us.

We had another Airbnb booking finish this morning and were advised by Airbnb that we were paid this afternoon.   Anyone want to guess when or if we'll get paid for that booking?

Anyone know the Airbnb's representative in NZ contact details?  We think we should give him/her the chance to respond before we go to the media.

Sue & Evan **

[Ria16]

Can I ask @Sue340 if you have a 2 digit or 3 digit suffix at the end of your bank account?  I am with Westpac which has 3 but there are not enough boxes on Air bnbs banking form to put the 3 digits in. So I just added two. 

Each time I got paid I had a reminder from Westpac to say this was not correct and that’s why this time my monies were sent back to payoneer. 

I don’t want to use PayPal but I see now my 

payout preference has been closed by Air so I won’t be paid for the last five bookings I’ve had. 

[Alice-and-Jeff0]

@Ria16 - you will get paid once you have a valid payment account provided associated with your profile.  

[Kwame29]

Who is this @@Alice-and-Jeff0 that keeps throwing shade on everyone’s issues and making it trivial. First you have to listen and try some empathy. People have real issues here. Airbnb is making it real hard to get payouts. For example, I’m based in Rwanda and I have only Payoneer as a payout method - no other options. How? Why? The airbnb application now can’t connect with the Payoneer application. It’s been months and I can’t get a payout done. 

[Sue340]

Our delay in payments has been caused by "a technical error" advised by Payoneer to us this morning.   They have admittted it is their technical error but we have received four payments late this month and two are still outstanding.  You need to contact Airbnb and organise getting repaid by them if they have received the money back but you need to fix up your bank account number with them first.  Guests have paid to stay at your place, Airbnb have received that money and if it has gone back to them they need to repay you.  

Sue

[Alice-and-Jeff0 · Accepted solution]

@Sue340 - Airbnb is an American company so you would need to contact someone in the US.  There are multiple ways to contact them.  Use the Tips and Tutorials  discussion room to find the "How to Contact Airbnb" or use the search engine here to find it.  There is a toll-free phone number in that document.  

Personally I'm not sure what you expect Airbnb to do based on an error from Payoneer?  They do not own that company, are not affiliated with that company,  and offer it's services as a choice to you for receiving your payouts. You have multiple options for being paid, you've chosen one that provided you with the most return on your finances but seems to be lacking in customer service.  It does sound like Payoneer is actually working on the problem.  

What kind of "follow up" are you expecting from Airbnb?  They have processed your payment and sent it to your selected financial institution and, I'm assuming, that they have verified that the monies were accepted by Payoneer.  

Are you saying that Airbnb combined the monies to send one lump sum or did Payoneer load your card once with the total distribution from Airbnb?  Those would be two different problems.  If  you could provide clarity, then perhaps we could help resolve this with you.  Again, I'm assuming that in your transaction history it shows 2 payouts for the 2 different reservations.  Is there something in your service agreement with Payoneer on a minimum that must be met before a payment is processed?  I ask because Western Union users were able to do this to minimize transaction fees.  

While it is clear that you are frustrated and unhappy, rest assured that cancelling all your remaining reservations will only net you more disappointment as you will be fined for each one.  As someone who has been an Airbnb member since 2015 and a host for at least 76 reviews, payment could not have been an issue all this time or else you would have stopped by now.  Hopefully you get it resolved quickly and if we, as fellow hosts, can try to help, I'm sure we will (Airbnb doesn't read these posts, so a threat to go to the media is lost).  

[Alice-and-Jeff0]

@Ria16 - Can you tell us which "staff" processed the payment with the wrong suffix - Airbnb or Payoneer?  And what "suffix" are you talking about?  With more information maybe we can help you.

[Ria16]

@Alice-and-Jeff0  the suffix is the last 3 digits at the end of most kiwi bank accounts . I have had an email from payoneer to say that yes my monies were returned to them by my bank and I have to now re submit a new bank payout method. I don’t really want to use PayPal