If you are receiving payment from a Council for care you are legally entitled to have that payment made into a dedicated Bank account that you set up.You do not have to use PPFS.My Council initaill... See more
Company replied
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Review summary
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Reviews shaping this summary
Follow up from comment below (on 11/8). STILL NOT ANSWERING THE PHONE. Request by email (on 12/8/ticket 1248470) says someone will contact me by email within 48 hours - absolutely no contact.... See more
Company replied
Card totally unreliable and many issues when trying to do the simplest thing. Currently cannot log into my account. No-one answering the phone - spent hours with no reply. Company website says CS open... See more
Company replied
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 m... See more
Company replied
Company details
Written by the company
Prepaid Financial Services Limited (PFSL) is a trusted provider of prepaid card solutions across the UK. Whether your card was issued through a government scheme, incentive or expense program, PFS puts flexibility and convenience in your hands. Manage your funds, check balances, and track transactions through our secure cardholder portals. Regulated by the Financial Conduct Authority (FCA), PFSL ensures your money is handled with safety, compliance, and care every step of the way. Need assistance? We’re here to help. Contact our support team, your feedback helps us improve and serve you better. Learn more at www.prepaidfinancialservices.com.
Contact info
Fourth Floor, 35 Great St Helen's, EC3A 6AP, London, United Kingdom
- PFSLenquiries@emlpayments.com
- prepaidfinancialservices.com
1.1
Bad
464 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Can't log on due to services not working again
Can't log on due to the new security update. Now wants a memorable word but won't accept any word. Tried calling the numbers provided to speak to customer services but been on hold for over an hour each time to have the phone put down on me. Clearly, there's an issue but yet no communication from the service. This is an absolute joke, why go to so much trouble for security when they already had loads of additional security. I cant pay the career and no way of contacting anyone to see when the issue will be resolved. The council need to consider scraping these as its not the first time there's been an issue.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Appalling customer service- we cannot…
Appalling customer service- we cannot get online or through the phone to pay the personal assistant or the invoice from the day care centre. On hold for 30/ 45 minutes no answer since last Monday.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
The site has been down for a week
The site has been down for a week. No information, no help. Adult Social Care can't seem to do anything either. can see from other reviews that this is a nationwide problem. Absolutely shocking - can't pay Personal Assistants.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Terrible experience
I haven't been able to access my account for 1 and a half weeks; I can't pay my sons carers.
Customer service do not answer the phones despite being put on hold for close to an hour. There has been zero communication so I am unable to tell my carers when they will be paid.
The council needs to review their contract with this company, genuinely appalling service.
July 20, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Terrible
Terrible, unable to log in, on hold for hours, no idea if anyone has been paid, no communication.
Unable to use any other system, absolute disgrace.
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience was less than ideal.
Most issues have been resolved, but we’d appreciate more details so we can confirm whether your situation has been addressed.
We will reach out via DM for further info, so we can better assist you.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
This is becoming a scandal
This is becoming a scandal. Whether or not it is a cyber attack, there is zero communication. Just a vague reference to an "incident". Customer service lines ring for 14 minutes before being cut off. I cannot pay my brother's three carers.
July 19, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Anthony,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Anthony,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Just a PSA for anybody reading this
UPDATE as of 24th Jul 2025, the system is working again for me (leicestershire area) - account balance and details were all intact when I was able to log in again and pay PA wages.
Just a PSA for anybody reading this - it's appearing in some local news websites, though it's apparently a nationwide problem - the news articles say it's caused by the PFS company migrating to a new internal computer system causing problems. Still no word on when it will be fixed, but it's nationwide, and not a cyberattack or stolen data or company going into liquidation or anything like that.
I spoke to Adult Social Care phone line in my region, and they are fully aware, and said if possible to delay payments, but if you have urgent payments, to contact their Direct Payments team and speak to them in the meantime.
July 19, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Neil
We're really sorry for any inconvenience caused.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Neil,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Appalling
Appalling. So many carers not paid, no information or proactive updates. It's been down a week now for Barnet, with no clue when that will be resolved. The site says Page Not Found. It's just disgusting. Carers may not continue to support vulnerable people if this isn't sorted out today.
July 19, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Tony,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Tony,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Can’t make payments for 5 days
CEO: noel.moran(at symbol)prepaidfinancialservices.com
Please log your complaint with the financial conduct authority also.
—————
Not been able to pay via the portal for 5 days now, no response to customer service emails and rang and no one answered for an hour before I gave up. I need to pay carers so I’m going to withdraw cash since it’s not my fault no one else will help.
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
This banking service has been down…
This banking service has been down since Monday but had no communication from them at all! I have just contacted the Daily Mail. If anyone else feels like doing the same, I'm sure we can put some pressure on them. Maybe contact as many news sources as possible
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Absolutely terrible
Absolutely terrible, why oh why does East Sussex want us to use this awful company! Their site has been down for days, there is no response from anyone! No answers to messages, how do they think we can keep our trusted P.A.s if we can’t pay them
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Dennis,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
TO ALL EMPLOYING CARERS
to all who emply carers through direct payments there is a way out of this service.
tell your employees to take you to an employment tribunal for consistant late wages.
The county councils will start noticing when receiving fines of up to £25,000
they will either pass these fines to the company or change the company they use either way its a last resort for change
i imagine my post wont last long as the powers who be will have it removed but as we all know, you can complain all you like until someone starts loosing money
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi David,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi David,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
PFS is shut for business with our money locked away.
New card sent.
Unable to activate it.
Unable to log into account
Waited over an hour in a queue (or has the whole system gone down?), with ear burstingly loud Tchaikovsky interspersed with whisper level PFS messages. It is enough to make you insane.
2 hours of my life wasted and still unable to access a care grant. What sort of company is this? What is the FSA doing about it?
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Annie,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Annie,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Disgraceful and appalling customer service and website.
Please provide the option of giving zero stars as this is the only rating this company deserve. Cardholder portal has now been down for 5 days - Mon to Fri and no communication or updates whatsoever. This is an absolute disgrace and would not happen in any other financial organisation. Most people that use this service are either the most vulnerable in society, or support the most vulnerable in society. I have invoices that need paying which are now overdue. I also have Tax and NI payments that need to be made, if these are paid late then penalties / fines are incurred. Having no access to the cardholder portal for 5 whole days and no updates on the website is appalling and direct discrimination to anyone with disabilities that rely on this service. Date of experience shows as 18/7/25 but it has been ongoing since 14/7/25.
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Nick,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Nick,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Prepaid Financial Services DOWN for 5 days
Local authorities need to review their contract with this unacceptable service which has been down for 5 days. The impact of this is that direct payments from people who employ their own carers through LA funding are unable to pay them. These people who provide a valuable service on zero hours contracts on minimum wage are not being paid. The service has been down for 5 days. No one answers tech support emails. No one answers the phone. Unacceptable.
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Linda,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Linda,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
This company needs to be shut down ASAP…
Whoever designed the portal system needs to return to training. And the government should consider forcing this company into liquidation for not providing an adequate service to thousands of people in care.
Please speak to your local MP/Council and the relevant Adult Social Care service to make formal complaint.
Spent two days on the phone for over an hour and the calls were left on hold or hung up with no one talking on the other end...
This is not an isolated incident. I spoke to a 'representative' just a few months ago with similar login issue, and his attitude was horrendous.
Edit:
So it turned out that PCSIL, a subsidiary of Prepaid Financial Services (PFS), was put into liquidation due to the company's business model becoming unsustainable by the Irish High Court back in February 2024.
"The hearing of the High Court directions application is scheduled for Tuesday, 22 July 2025 and Wednesday, 23 July 2025."
Source: interpath dot com/pcsil/
or Google:
High-court-confirms-appointment-of-liquidators-to-pre-paid-card-firm
Can anyone look into this situation to see if we're being affected because of the situation above?
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Robin,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Robin,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
The company must have an alternative…
The company must have an alternative line that customers can access. It's ridiculous spent about one and half hours for 2days on phone without any reply. No email messages to inform us of any problem. Something must be done seriously
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Possibly the worst portal ever!
The portal is a nightmare to use and often doesn’t work. If you have to set up a new payment you receive a text with 3 codes on it! Only one of them is correct. If you don’t guess the right one it kicks you out. Now the system has crashed and I can’t access the account to pay invoices.
This is possibly the worst portal ever.
Trying to get in touch with PFS is a nightmare too! I would avoid if I had a choice!!
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Andrew,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Andrew,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Watchdog needed
Surely theres some kind of watchdog for this situation apparently its worldwide with this company, meanwhile accountancy bills, carers wages are sitting in limbo, theres nothing at all to be found about this problem when you Google it, very strange , very frustrating, there needs to be an alternative for sure , just decided to edit this as the company have replied at bottom yet never replied to my email, the service is up and running but thankfully my local council have gave me an alternative way to do my carers wages
July 18, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Angela,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Angela,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
I would give 0 stars if I could
I would give 0 stars if I could. It’s hard enough as a carer without the added stress of trying to explain to a care agency that I am not able to pay the bills because the prepaid service is down, and I am not able to access my account. Seriously, they need to get a grip. It’s disgraceful that they put the elderly care at even more risk. The councils should move providers.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Michele,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Michele,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
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