How to unfreeze money caught in Payoneer?

Question

Payment systems

At the end of June, I got paid through Payoneer's Billing Service. The payment received the "Declined" status in less than a couple of hours. I contacted support about this issue. After the first appeal - I did not receive any response at all. After the second one, the answer came that the payment was rejected due to a technical error, and they apologize for this. It seems like after 7-10 business days the payment should have been returned to the payer.
3 weeks have passed, the payer writes to me, - they say, dude, something the payment is not returned in any way. Asked by pioneer 2 days ago about this problem. They are silent. Today I wrote again. They said the pier is being considered in another department, etc. If the answer does not come, they said to write in 4 days.
In general .. how to get money out of there? At least back to the payer, at least where?
And yes .. Pioneer offers me a payment through them to try again, they say, maybe this time there will be no technical error. It's somehow scary ...
But the first thing that worries me is how to get money out of there? It doesn’t fall on my account, as it was rejected (it seems like by those mistake). The return has not been received for 3 weeks (instead of the promised 7-10 business days). Technical support does not directly resolve issues, but only through their internal departments, which are in no hurry to resolve issues (for 2 days there has been no answer or greetings, and probably another 3-4 days to wait). ??

Answer 1

let the payer go to the bank, the business will be returned without the participation of the Pioneer

Answer 2

Good afternoon,
I will be happy to help, please specify the number of the customer support case.
The return time depends on the bank processor, it is possible that the funds were not immediately displayed on the sender's balance. If the recipient of the funds did not immediately receive the money, the payment department will check with the processor the way the funds were sent, therefore, information cannot be provided immediately.