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Payoneer COO shares latest update on Payoneer cards issued by Wirecard - YouTube
Channel: Payoneer
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hi I'm here at one of your nails
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customer care centers were a team all
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over the world are busy answering your
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questions we're working around the clock
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to handle the situation with a wire card
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issued cards and are doing everything
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possible to resume all our services as
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soon as possible we know that many of
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you are hurting from this situation and
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are looking for answers I'm truly sorry
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that you're going for this and
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understand how worrying it is for you
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I'm here to give you straight answers to
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the questions that you've asked us in
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the last 24 hours
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what is happening with wire card your
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prepaid card is issued by wire card card
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solution limited in the UK they are
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independent of wire card AG in Germany
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which filed for insolvency on June 25th
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the UK company is regulated in the UK by
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the financial conduct authority known as
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the FCA on Friday the FCA issued a
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temporary freeze on a wire card UK with
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a stated objective to protect customer
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money not to take it away from you we're
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communicating directly with work at UK
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and the FCA who are working hard to
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leave the freeze as soon as possible
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when they leave the freeze were already
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prepared everything so that your card
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will once again become active and your
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funds will be accessible for you when
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will I be able to access my fans wire
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card UK is working closely with the FCA
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to address their concerns so that the
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temporary freeze can be lifted as soon
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as possible and your card can continue
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to operate as before as the FCA imposed
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this freeze not Payoneer were unable to
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say with certainty how soon this will
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happen we've highlighted to the FCA the
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urgency of the situation and trust that
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they understand the importance of
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lifting the freeze as soon as possible
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or my fan safe all your fans in European
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air account are safe
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you can continue receiving payments from
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marketplaces like Amazon or
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getting images and fiber as well as
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clients worldwide this fans will end in
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your Payoneer virtual balance and from
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there you can withdraw them to your
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local bank account regarding the funds
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on your prepaid card I will highlight
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again they are temporarily frozen not
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lost the FCA had placed a temporary
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freeze on all activities with a primary
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objective of protecting the money of
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customers using cards issued by wire
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card UK in line with the requirements of
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the UK regulator card all your fans are
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held by wire card UK in safeguarded
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accounts can I withdraw fans on my pier
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near virtual balance to my bank account
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yes any fans on your virtual balance can
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be withdrawn to your bank account
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unrelated to wire card unfortunately we
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experienced a technical issue during
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Saturday that may have resulted in the
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inability to withdraw funds this issue
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was resolved and you can withdraw your
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funds to your bank account as normal why
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didn't you move the money from the card
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to the balance earlier these events
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unfolded very rapidly the eff say
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correctly intervened and followed their
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protocols to ensure wire cards full
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compliance with relevant regulations
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we've highlighted to the FCA the urgency
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of the situation so that your card is
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unfrozen as soon as possible
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like other banks and financial services
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using wire card card solutions we depend
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on the FCA decision in this case SP
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O'Neill does not hold the balance on
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your wire card prepaid cards were not
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permitted to move any funds off the card
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can I use the EU payment service at this
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time yes you're receiving accounts are
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unaffected and operating as normal you
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can continue to use them to receive
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payments in Euro and the funds will end
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in your Payoneer account as always our
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Europe Ament services issued by wire
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card bank in Germany
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which is not connected with the
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developing situation with you the UK
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card company we are communicating with a
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regulator in Germany which is operating
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the Bank business as usual in parallel
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were working with Citibank to extend you
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as soon as possible an alternative your
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receiving account we're also
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coordinating with our marketplace
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partners to ensure you can switch it
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seamlessly we will update you as soon as
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this is available can I receive a card
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from another insurer other than wire
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card we're working on providing
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alternative solution for your card and
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we'll contact you as soon as this is
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ready we're working very closely with
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massacred in Europe to move your card
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activity over to a panel issued card we
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will contact you as soon as we have an
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alternative card option available to you
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it's Payoneer at risk absolutely not the
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prepaid card service is one of many
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services we provide and the current
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solution does not in any way impact upon
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Payoneer stability right now
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our customers are top priority and we're
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doing everything possible to ensure you
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can once again access your funds in
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parallel we acted quickly to ensure that
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you can continue getting paid and
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continue to withdraw your earnings to a
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local bank account as normal the
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situation with wire card continuously
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developing we will update you as soon as
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we have additional information we know
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that this situation has created hardship
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for your business and family we
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appreciate the fact that you have
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trusted us with your business as you
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have done in the past 15 years on a
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personal note I've been with Payoneer
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for 11 years now I know that our team
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could not be more committed to our
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customers and we'll do everything
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possible to navigate this challenge and
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bring you the security you expect thank
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you
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you
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