Prepaid Financial Services Reviews 464

I would have given zero stars if I could, over an hour on hold to this so called prepaid financial services, faced with the non existent customer service ever , a sleepy tired bored of her job woman who made me feel that by talking to me she is doing me a favour . Horrid attitude! She couldn't sort the problem with my One Time Passcode saying their technician would investigate and she'll get back to me within two hours tops, no sound of her or anyone for that matter and I'm still unable to login to pay for my daughter's PA. Disgusted to say the least !!!!!

I am just wondering if anyone here would like to take this matter to the press, as like everyone else here I am actually sick of this company and continue to be left on hold and cut off by them after 1hr, day after day. The website is actually worse that being on hold!! I camt even get passed logging in.

Awful response. Don't reply to emails and I've been on hold for 1 hour 30 mins as I can't log in to my account to pay our PAs.

We don't have time for this!!!!!!!

I’ve put 1 star but that’s being extremely generous this is the worst payment provider I have ever come across- they ignore emails, never pick up the phone and money seems to disappear and reappear. I can’t pay any of my PAs as the money is just NOT there and all we get told by the borough is they are having technical difficulties, why on earth do councils across the UK use such a useless provider?? I’m still waiting for a reply to my email as my PAs are getting angry that I can’t pay them?
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As I couldn't reply directly to your reply I've edited my response here: YOU HAVE NOT WRITTEN TO ME DIRECTLY. It's time to take LEGAL ACTION on this scam company. My carers have to go without wages with a company that can't even pick up the phone to the millions of us waiting for an explanation. DISGUSTING COMPANY and every council in the UK should dump them like a led balloon.

Every month there are problems with there system. I spend nearly a full day trying to pay my PA from Direct Payments. Absolute joke of a company and shame on Durham County Council for still using them

I’m a child in care, I have to take care of myself. Pay for my own things. I’ve just had to quit a job I just found after months of searching because I don’t have the funds to travel. I can’t log in, can’t reset password. It has been WEEKS. This is insane. I can’t even believe others who have more responsibilities and rely on their care income are getting the same treatment too. You would’ve thought a company whose users are mostly in care/are carers would be more sufficient. Can’t even reach out to customer service. Hours on a call for no one to pick up, emails just automated and not real. They don’t even reply after the first 2 automated emails. If I wasn’t forced to use this company I would’ve never in my whole life willingly applied to this sh*t. No emails no check ups to provide anyone warning or support. Waste of space

After two weeks of being told to wait until 8pm - I have still not received my funds. MY OWN MONEY HAS BEEN LOST. The website says money is safe and secure but I was asked to search for the payment reference number as they couldn’t locate my money - YOUR MONEY ISN’T SAFE!!! Days later and still no money. Still no clue when I will be sent this money. The customer service responses are simply to try and appease people enough for them to continue delaying. If anyone else is going forward with legal action let me know!!!

Update 3 weeks later I still haven’t received my funds and customer service has stopped replying to emails in relation to this. I will be speaking to the press today!!

Unfortunately, the NHS chose to use this provider as a payment issuer for my daughter's SDS package. Their security system is the more annoying system ever and on top of it the site is always crashing and showing error messages. There's not a single month that I don't experience a problem traying to make a payment

Absolutely rubbish always faced issues with this website but nothing on this level the past 2 or 3 weeks first i faced logging in issues and now my funds are missing they should of arrived 2 weeks ago been ringing them daily but no answer so I just given up now even my emails are unanswered right now im just hoping they do the right thing and solve the issue and just be honest how long it will take instead of downplaying everything to try damage control but this isn't gonna be good for them because everyone already knows their site is absolutely rubbish but we made it work and we could maybe do the same now if they was just honest and gave us a timeline so we know what we are working with

This is by far one of the most incompetent companies I’ve ever had the displeasure of dealing with. Not only do they refuse to answer the phone, but they also can’t seem to send me the One-Time Passcode needed to access my account—neither via email nor text. It’s beyond frustrating. How a company this unreliable is entrusted with supporting families of children with disabilities is mind-boggling. Their complete disregard for customer service and lack of accountability is infuriating. It’s as if they’re untouchable because their contract is “secure,” and they don’t care about delivering on even the most basic level of service. This experience has been nothing short of disastrous, and I wouldn’t trust them with anything.

Still unable to access my account online. Called them this morning for my call to be cut off after 30 minutes. Immediately rang them back and have now been on hold to them for 2.5 hrs and no answer! That’s 3 hours of my life I’m not getting back. Absolutely appalling customer services. I suspect nothing will be resolved today even when/if they answer. Don’t think I’ve EVER had to deal with a company this awful before.

Not been able to log into my account to pay my sons PA and HMRC..been weeks...

HORRENDOUS!!! Been on hold 2 hours!!!! Trying to pay my severely disabled 8 year old sons PA - can’t log on - can’t reset password and no one’s answering!! This is a lifeline to us that are seriously struggling to care for our children - I’m making an official complaint to my MP and council!

What is wrong with this company? And what kind of corruption has lead to this company holding the direct payment contracts for so many councils and yet unable to meet basic customer service. It is an absolute outrage. For several weeks I can't get through by phone (note that none is advertised on their website or on the cards) and email replies like the one below are typical. It is beyond disgusting to treat disabled customers in Barking and Dagenham this way. I hope an investigation is carried out and their contract terminated. Absolutely outrageous.

I left a review a few days ago and, like many others here, received the same copy-paste reply saying they'd contact me via private message. It’s now been three days and—unsurprisingly—no message.

This mirrors my earlier experience: I have an email from 4th July promising they would get back to me. They never did.

It’s clear their public replies are just damage control, not genuine attempts to resolve issues. They aren’t privately messaging customers to fix problems—they’re simply trying to save face.

If you're reading their replies and thinking your case will be handled—don’t get your hopes up.

Update.
Somebody did call me on the 4th of August. But they could not help. Still no access to the account and money is missing

Unable to be paid due to technical issues.

Decided to wait on hold yet again and finally spoke to an advisor. I told her we could now access the account but couldn't pay any carers as the balance was zero. She put me on hold twice to allegedly access the account and each time came back and said she was unable to get in. I told her we had got in and she asked what the balance was and I again told her it was zero, to which she replied "is this accurate?"
I asked where the money was since the local direct payments department had informed my employer by email they had deposited funds three days ago. She then said she would escalate the situation and have someone investigate and call me back when they have more information.
First of all, when the advisor put me on hold to check the account she didn't ask for a name or account number. Whenever I call on my employer's behalf PFS always insists on speaking to her to give permission for them to speak to me but not this time. Then when she said someone would call back she didn't ask for a name or number. This leads me to assume this is just something they've been instructed to say to callers who've already been on hold for 70 minutes just to dissuade them from calling back as they still have no definitive answers as to why they can't fix the problem.
Fortunately our local council's direct payments team are paying us themselves so I advise everyone to speak to theirs.

The glib AI generated response this company is posting to all reviews tells you all you need to know about the lack of morals and competence. The system is not fit for purpose. Every local authority needs to leave this platform immediately.

Finally been able to log into my account after a few days so I can pay my PA as her wages are now overdue and the account is EMPTY. There was over £2,500 in there last month. What the hell! I’m so sick of this and my PA needs her pay. I’ve tried ringing but get cut off after 2 hours.

Finally been paid today as a carer after 12 days waiting for PFS to allow our care team manager access to the account to make the payments !
We are a small team of 10 self-employed carers , some have been ok waiting but most have struggled and had to borrow or cut back on their basic spending. It's been very stressful for everyone waiting and not knowing when , if at all , they would be paid!
The lack of information was deeply worrying , it would of been so much more reassuring to tell people what the problem was ( is ) and give a timescale for it coming back online..
This is certainly NOT the first time our Care manager has had issues logging in to the PFS account and we have had to wait for payment, its wrong and unfair for us all especially in the tougher economic times we are all facing now.
There is obviously a very fundamental problem with the PFS online account system currently , it is not fit for purpose and the funding NHS bodies MUST finally see this and seek to source a better and fairer intermediary payment system ! Until the next time I will leave it there .......