Prepaid Financial Services Reviews 464

After the system being down for weeks a couple of months ago its not working again. Am not receiving the OTP code which it says has been sent to mobile. Impossible to get hold of and a truly awful system and service. These constant problems are leaving carers and provisions unpaid, shame on the local authorities for continuing to use them.

Absolute rubbish - platform is incredibly unreliable

Used to be great but now seems to be out of action more than in use. No customer service number is provided anymore. Nothing but frustration on the lack of proper help.

The worst banking system is at it again. Do you people realise carers need paying. They have motgages, direct debit, car payments and kids to look after.

Request Payment Form hasn't worked for months, get the damn thing sorted.
If you keep changing, without backing up a working example, that's ridiculous. You're a useless bank.

I can't pay my carers again! After the system going down for weeks recently, they assured me it was fixed. Honestly its so frustrating.I've tried logging in to my account and it keeps telling me to contact services. I've tried calling but they shut at 6pm, it's ridiculous! Local authorities must find a better provider for those of us who are vulnerable and need carers!

Absolutely awful service
Pity the staff as it’s not there fault that the company provides a substandard service
No surprise that the local councils is this service

Couldn't log in last month due to OTP not being sent to phone, waited on phone for almost 2hrs for customer services to answer. They made the payment and assured me this would be fixed for next time. 1 month on and same issues again, so can't log in to pay carer. Tried emailing to get this resolved as I don’t have time to sit waiting for them to answer the phone, but no reply. Really unprofessional, and if I had the choice I would avoid this company!!

Update - I called customer services and they were very helpful. They have removed my phone number, so the OTP will now go to my email. This seems to have rectified the issue, wish this was done last month when I first experienced the issue, would have saved time and stress!

I have been trying for several hours to make a Direct Payment. I am unable to log in, despite successfully changing my password. The message comes up as "Your session was interrupted". I've been on hold for 2 hours on the phone with no answer. So stressed.

Trying to pay my pa and cant get logged on as otp has failed to arrive have tried ringing them only to be hung up on each time I have enough stress in my life without these adding to it
I would rate negative stars but 1 is the lowest it goes worst customer service I've seen in a long time

You are (supposed to be) a financial institution but you are asking me to send my personal contact details to an internet third party? This is totally inappropriate use of personal data. And just to get in touch with you to resolve issues so I can access my funds.

How about you just answer the phone to your customers?

Further to my earlier reviews - responses to those reviews promised that customer services would reach out to me. Absolutely no contact so on Monday at 13.30 I rang customer services - after being on hold for over an hour I eventually got through to an agent who escalated my complaint to his Manager - he promised to ring me back which he did and miraculously they had suddenly found my missing credit - Why did it take 18 days ? I have just looked at my phone history over those 18 days I spent over 3 .5 hours on hold.
So the credit is there and since Monday I have been able to log in to the account.
Today when I try to log in it is saying “ Invalid UserName” - I certainly know my Username- it is not invalid !!! Just tried again and it is now telling me that “ session was interrupted and timed out.”
So yet again I cannot access the account. I refuse point blank to spend more precious time trying to get through.
This Company is Not Fit For Purpose -

Absolutely shoddy service from this company, any company experiencing problems would say so in a pre recorded message when you call their “customer service” line. Not with these lot. They have you on hold for hours knowing full well they will not answer.
The system is apparently up and running, it’s not working for me.
I am sick and tired of dealing with them. Out of pocket by £400 that I have had to pay myself without a hope in hell of reimbursing myself. It’s a joke.
SEN parents don’t have enough on their plates as it do they, let’s add another headache to the list.
Why these councils use this s**t company is beyond me.

Is this company for real??
I cannot log in as it made me renew my password, then asked for OTP which apparently got sent to my mobile, but it didn't !!
Have been trying to call them for 2 days, been on hold today for 1 hour 19 minutes so far !!
Is this company for real???

Absolutely abysmal company /customer service. I can't log on to my account, tried resetting password- that didn't work. I have been on hold to this company for a total of 3 hours this week ... no-one EVER picks up. I can't access funds to pay for my disabled child's short breaks activities ... really shoddy!

Update - PFS ‘reached out’ last week as they said they would but still waiting for my account to actually be reset so I can access it 5 days later.

Update 22/08
Got a call from Graham yesterday- very helpful and everything quickly sorted out.

Waiting time to be able to speak with someone can take up to 2 hours or more most of the time. The day goes and it is sooo disappointing when they pick up and hang up sometimes

This is the worst company! Avoid it at all costs. They took our money and destroyed our trust. The company was operating in Ireland and then became insolvent, but instead of protecting their customers as they promised, they left us abandoned. They claimed our money was “protected,” yet more than a year has passed and not a single cent has been refunded. I personally lost 5,000 euros — a huge amount for me — and because of their dishonesty, I have suffered trauma, depression, and severe anxiety. Their actions have caused me sleepless nights, constant stress, and a complete loss of faith in businesses. How can you sleep at night and keep working while thousands of people are suffering and have been put in a terrible financial situation because of you? Where is your humanity? Where is your heart? Is it really so cold that you could betray our trust and take the money we entrusted to you? didn’t even announce that your branch in Ireland went bankrupt — this company kept it hidden out of fear — and left innocent people to suffer truly selfish. This company will never succeed, and our voices and our prayers for justice will follow forever, you traitors.

Not able to log on and pay wages. On phone so long I had to give up as my phone bill will be sky high. Who will be getting the bills for bank charges for missed DD's and other payments. What about pension paymemts and HMRC. Money that should be in carers banks to live on is in PFS/EML Bank. I hope the FCA are watching this as I have no confidence in them and no money in my bank

One star is one star too many. Another month and yet another problem paying my son’s most valued carers. Yet again I have a validation error and can’t gain access to his account. I’ve lost count of the hours I have spent on the phone trying to get through for help. It’s so stressful and it’s stressing people who already have enough to deal with in life. I guess I’m going to be spending a lot of time on Monday trying to get through….AGAIN

Trying to pay our PAs and on automated call for nearly 4 hours as I can't log in to my account!!

Definitely a - spent 3 weeks trying to contact PFS after being on the phone for a total of 6 hours and emailed numerous times still can not pay my son’s day centre ! How can this company be allowed to continue with the absolute?
UPDATE… no message sent and asked my council to remove this company from my direct payments !!!