Pro Bono

Excuse me for feeling privileged, or entitled, as some like to say.

I believe businesses that deal with consumers, or individual customers like me, reserve their choicest services for my exclusive use.

OK I exaggerate. Exclusive is a little over the top.

My recent experience with Payoneer, that describes itself as a “financial services company that provides online money transfer, digital payment services and …” has only served to confirm my suspicions.

There is some business consulting and freelance writing work I do with a couple of overseas businesses. When you work on a commercial basis, there is a financial angle that becomes a part of the deal. A European client prefers to remit the money to me through Payoneer, one of the many ‘fintech’ companies that have emerged in the last few years, giving a run for their money, pun unintended, to the seemingly change-resistant big old banks.

Being in India, which is an exchange-controlled environment, where one cannot freely buy and sell foreign currency, receipt of foreign currency requires some regulatory compliance. The one that I daringly got involved with Payoneer for is the obtention of the Foreign Inward Remittance Certificate (FIRC). In simple terms, once you have an FIRC mentioning you as the beneficiary, it is certified that you were responsible for the receipt of that amount in foreign currency, resulting in boosting the foreign exchange reserves of the nation. You also become eligible for certain relaxations, like Goods and Services Tax (GST) compliance for such receipts.

The saga commences with my email of 27th June to Payoneer, after a reasonably fruitless phone conversation that yielded no results.

27th June – My email

Hi, I have not received FIRCs for the last 3 months.
Can you please make them available.

30th June – Email from Payoneer

Thank you for contacting us. My name is Adrian from Payoneer Customer Care.

We apologize for the delayed response.

We are aware that it might be long for you, and we would like to reassure you that we do everything we can to improve our timeframe.

We have taken note of your request and we are delighted to assist you.

After verifications, I confirm that you have received by email the FIRC’s corresponding to the last payments.

Please check the notification emails sent to download the documents, or you can contact your bank to provide them to you.

Thanking you for your understanding and cooperation.

For any further information, do not hesitate to contact us.

Silly me. He is right. For payments listed on my Payoneer account I have the FIRCs. My issue is the payments not listed on my account. Going back with a response on his ability to confirm what I have received and what I have not received will need to wait.

1st July – My email

Thank you for your response. I will disagree. 

Sharing an example: I have received the following message yesterday re. a transfer:

(payment message enclosed)

I confirm the credit in my account. However, this transaction is not reflecting on my Payoneer account. Neither is the FIRC. There are many other transactions not reflecting.

Can u help.

5th July – Email from Payoneer

Thank you for contacting us. 

Your request is not clear as you keep providing us in this case with different information. 

The screenshot you provided us does not match your request for the FIRC, as the email you are referring to is not regarding FIRC but when the withdrawal should arrive to your account. 

Once you clarified the request we can review is and assist accordingly. 

Have a nice day!

Silly me again and even more. How dare I confuse them.

5th July – My email

Sorry that you found it confusing. Here is a clarification:

In your message dated 30th June you stated: “After verifications, I confirm that you have received by email the FIRC’s corresponding to the last payments.”

In my message dated 1st July I disagreed with the above statement. I provided your message dated 30th June as an example to challenge your statement. I meant to say that my account is not showing all payments sent to me through Payoneer.

The question, once again, is: Please tell me why the payment of Euro XXX, as per your message enclosed with my response on 1st July, is not reflecting on my Payoneer account.

Call me impatient. Call me foolish. Not receiving a response for 4 days induced me to open up another front in the battle. Imagine one of the parties in a battle locked in a hand-to-hand combat with the enemy, suddenly finds that the same person is coming at them with a raised sword from the left. Would you not be unnerved? To their eternal credit, Payoneer remained unfazed and responded with an email which still gave no evidence of trying understand or solve my issue.  

9th July – Chat transcript (Pleasantries have been deleted)

Ankur Mithal: I have received an email from Payoneer for a transfer
Ankur Mithal: I have received the funds in my bank account in India. However, the transaction does not show in my Transaction History on Payoneer.
Paulo: Hello, how are you?
Ankur Mithal: Payoneer mail dated 1st July
Ankur Mithal: Amount Euro XXX

Paulo: Thank you.Please stay on the line while I investigate this case on your account
‘The file Payoneer email of 1 July.docx (232.09KB) was received.’
Ankur Mithal: Sure. I have sent you a screen print of the email from Payoneer on 1st July.
Paulo: As long as you received the payment, then there is nothing to worry about

Ankur Mithal: OK. So here is the problem. I need an FIRC certificate for the payments I receive in any foreign currency. For payments listed on my Payoneer account, Payoneer has made an FIRC available that I can download. For money received after February, remitted through Payoneer but not showing on my Payoneer account, how do I get the FIRC certificate? 
Paulo: Hold on
Paulo: I will forward this matter to our support team for your request. Kindly wait within 24-48 hours for updates via email
Ankur Mithal: All right. Thanks for your help.
Paulo: You are welcome
Paulo: Anything else I may help you with today?
Ankur Mithal: For the moment this is all. Depending on the response I get there could be other queries. Thanks.


9th July – Email from Payoneer

Hello, this is Maia, Payoneer’s Supervisor. I hope this email finds you well.

Please find the attached FIRC documents per your request.

Thank you for your patience and have a good day.

The FIRCs turned out to be for the payments till February. I had already received these FIRCs. But at least they promoted me. I am now getting an email from the supervisor.

9th July – My email

Thank you for your message.

Why exactly am I being sent these two FIRC documents? Did I ask for them? Would you be kind enough to please share my request asking for these two FIRC documents please.

16th July – Email from Payoneer

Thank you for contacting Payoneer, this is Jes one of the representative from Customer Care. I will be more than happy to assist you. 

Our sincere apologies for the inconvenience and for not getting back to you sooner. We are trying our very best to answer all of these the soonest we can.

I understand that you have inquiries regarding the FIRC document. Rest assured that I will do my best to assist your concern.

Upon reviewing the account, it appears that we have sent you the FIRC document as per your request. 

We appreciate your patience and cooperation in this case.

Should you have any questions, please let us know. Feel free to reply to this e-mail, or contact us via phone or chat so we can continue to assist you. We value your business and we make sure to support you in any way possible.

Thank you for doing business with Payoneer. Have a great day.

16th July – My email

Thank you once again for responding without bothering to understand the issue.

Can you please share with me a copy of MY REQUEST where I asked for THESE FIRCs. I have asked the same query in my earlier email as well but it appears the query has been ignored or not understood.

Two requests:

Once again, please share with me a copy of my request based on which you sent me the two FIRC documents (refer Maia’s email of 9th July in this email trail). If it was sent randomly, without my asking for it, you can just say it was an error and maybe even apologize.

The FIRC I DO WANT is for the payment of Euro XXX on 1st July. For your reference and ease, a copy of Payoneer’s email advising me of the payment is attached. 

I do hope this email will reach someone who can bother to read and make an effort to understand a customer’s issue BEFORE responding.


The wait begins once more.

Will they read my email?

Will they read AND understand my email?

Will they read, understand AND provide a coherent response?

Will I get the FIRCs that I am looking for?

And, most importantly, if a client offers to pay through Payoneer, should I offer to work pro bono?

28 thoughts on “Pro Bono

  1. I was livid for you. That’s the increasingly popular ‘idiopathic thinking’. Or, translated, “What the f**** are they thinking?”

    I love your line–Thank you for your response. I will disagree.

  2. The answer to all your questions is “no”. 🙂 They and the millions like them have no idea what customer service is and can only respond with canned responses that mean absolutely nothing. Apparently the majority of companies these days use the same training manual. 😀

  3. The parties should be concerned with ‘ we the people’s” the health and welfare of the people not politics that supports the filthy rich…I don’t seee either party really care about the people really just the money support to get re-elected and build their personal wealth. And the news stations, left, right or in the center are no better!

    • I think you’ve said it all. I have no idea why we expect others to work for our betterment? Are they wired differently? Are they made of different material? Their primary objective is self-advancement, whether in terms of money or power or fame or whatever. Everything else is incidental. And eventually, in the great big scheme, it is a ZERO SUM game.

    • I suppose as perceived threats rise, primal instincts come to the fore. And primal rhymes nicely with tribal 🙂
      But serious;y, how can that happen? If everyone starts thinking similarly and acting similarly why do we need multiple parties and elections, at least in the democratic societies? For everyone to come together the perception of an external threat is needed. That too, when the time is ripe, can be created by our leaders.

  4. This type of bureaucracy is becoming a universal trend. In reply to enquiries and concrete questions, the big corporations feed you vague platitudes avoiding specific answers and yet wanting to appear friendly and helpful.

    • Spot on Peter! Their emails are full of such platitudes like “we reassure you,” “delighted to assist you,” “we apologize” and many more, without solving, or even understanding, the issue. If Shakepeare were writing today, instead of “full of sound and fury, signifying nothing” he would probably say “full of platitudes, solving nothing.”

  5. If a client offers to pay in Pro Bono I would graciously refuse to do business with him unless he changes to a more competent payment service. If this happened to me I would be reporting this company to the Better Business Bureau for stupid practices.

    • As reportedly happens in the Bay Area, it is probably a software chap who registered a company while doing the dishes after BF and was forced to accept $10 million in seed funding before the dishes dried. He knew he had to ‘burn’ cash fast so that he could get the next $50 million in Series A funding. A Payments company seemed like a good way to ‘burn’ cash fast. The rest, as they say. is history.

  6. It occurred to me that Pro Bono is most likely using an AI program which is stuck in a loop inside it’s algorithm. Write to the CEO.directly and let him know your concern about their stupidity. I have done this several times and have received phone calls from the CEO’s assistant who was directed to take care of the matter for me. Stay with it and ride them like a bronco!

    • Pro Bono sounds like a plausible name for a supercomputer with magical AI powers to bully all consultants into working for free. At the same time, it draws all thinking ability from the company’s employees and leaves bumbling, idiotic human shells.

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