Prepaid Financial Services Reviews 464

Once again I can not log in and currently on the phone in the queue waiting 44mins and counting waiting for someone – ANYONE to answer the call!
Every single month it is the same issue some problem and can not log in and calling and waiting over a hour to have a call answered!
An hour or more for someone caring for another person is a lot of time you can not be sat by laptop on hold waiting to have a call answered!
Just once I would like to be able to log in pay the invoice and log out without some issue tying me up unable to pay IF I can even log in in the first place!
I HATE this site with every fibre of my being always issues and problems always making calls to fix said issues and problems always at least a hour to get a call answered! HATE THEM!!
Worthless useless site no one should use this company for anything all you are doing is adding more stress to us when we do not need it being carers/guardians/parents of people with medical physical or other issues that are stressful enough!
I rate this site and company negative infinity

Can never get through to customer service spent countless hours trying and can never access the account online very unreliable complete joke of a company.

There should be an icon for a minus. I am loathed to put one star but you cannot post without doing so. The PFS site is ridiculous. My carers have not been paid for 4 days and counting. When customer service was contacted we were told it was a bug, an upgrade, an incident and maintenance all in the same sentence. It appears they don't even know what's going on. I was then asked if I couldn't just pay them directly and they pay me back....NO! I am left with a pittance after the majority of my income goes on bills and food and what's left goes to the council towards my care. The council need to source another direct payment option as this is not the first time this has happened. It's only by luck that my carers are amazing and have assured me they'll stick it out but they have children to feed and bills to pay themselves. You don't expect to go to work and not get paid and neither should these hard working undervalued wonderful people, whom without I would be unable to stay in my own home. NOW GET YOUR ACT TOGETHER AND GET THIS SORTED 🤬

Absolute joke! Been trying to pay my son's PA for 2 whole days now to no avail as the log on screen gets stuck on repeatedly asking for a memorable word to be set. The message on the home screen says they are dealing with an 'incident' and to be patient as customer services are unable to access the accounts either. Not on when people are relying on their wages and this is the only way councils allow us to pay.
UPDATE
I was eventually able to get through on the phone after over an hour on hold for a representative to make a payment for me. The site has since been fixed so I have changed my review to 3 stars.

Every time we try to login : "We are currently experiencing an incident which is impacting some users accessing the cardholder portal."
Not helpful when access to these funds is so important .
NO DOUBT THEY ARE WELL REWARDED BY LOCAL COUNCILS
It's a scam & local authorities have fallen for it

Unfortunately you can't give minus stars this is an absolute joke of a service. I don't think my client has had 1 month of using this service without issues. I struggle to understand why people are forced to use a service that fails so often has a 1.1 rating on trust pilot and can't actually function the way it is intended. Why are councils are still using it regardless of the issues reported to them on a probable daily basis.
Not only does this affect the users trying to use such a complicated and needy service it also has an effect on the carers who are simply doing their jobs and expect a wage for it.

Pathetic, antiquated , clunky, slow, unreliable site. Customer service is non existent. I note there average is one star. I’m guessing as it’s run for councils throughout the country nobody cares about the poor parents or carers using it. Why isn’t someone from these councils responding to this total dissatisfaction by its users. It’s taxpayers money being wasted.

This people are scammer that manage money trough their system just because of some political issues because noone will have use their service

Yet again cannot access the account online to pay wages for our PA!
No answer from Customer Services.
HOW CAN ANYONE RUN A BUSINESS LIKE THIS?
Lancashire County Council should end the contract with this company for Direct Payments, disabled people and their carers have enough to cope with without having to spend hours on the phone trying to sort this issue

EDIT with my reply sent via email:
As I’m a carer for my disabled husband I don’t have much time to respond.

This was not the first time I had been locked out of the account and was on hold to customer services over an hour on three occasions only to then be cut off!! Extremely frustrating and time consuming when I’m looking after my husband but the PA needs paying.

I’m aware through FB that this issue affected around 72 councils and hundreds of people, who were all stressed at being unable to pay agencies/carers.
There was NO communication with us to let us know the situation and this is simply unacceptable and appalling customer service.

I have been able to get into the account but now cannot see historical transactions and I’m unsure whether there was more money in the account prior to the lock out.

To have to wait for an OTP and separately click the Fraud section each time is also frustrating.

Hopeless 3/4 hr listening to recorded message but NO ANSWER
And they now tell lies trying to cover their ineptitude.
You never reached out on direct message or any other form of contact.

I It doesn’t even deserve 1 star!
I’m criminally ill and disabled and I absolutely dread having to pay my carers every four weeks every time I have problems with the website.
I’m trying to pay my carers today I’ve been online over two hours and trying to get through to customer services for over 30mis
It’s not letting me pay my existing carers without putting in all their account details but then asking me for a memorable word, which I don’t have for the account there is no way on the site to retrieve it, tried going through forgotten password but no option for forgotten memorable work argh 😡!

For three days i have been trying to call this company to pay an invoice and transfer the funds from the existing account on to my new Kent County Council card. I am literally on hold for 3 hours each call with no answer and then the line hangs up. There is nobody in Adult Social Services who seem to know how to rectify this situation and can only send me on a wild goose chase through a mass confusion of wrong departments / redundent emails. The website portal has the worst UX and login experience i have ever seen in 30 years of using the Internet. After taking an hour to finally login a couple of days ago it now no longer recognises the new password i set up. This is literally more stressful than it's worth and i am considering ditching the charitable donations from carers support all together due to the mind blowing incompetence of both this company and the council.

Zero stars! I HATE having to use this company. My wife receives Direct Payments from East Sussex and I manage the account for her. I dread having to log in to this website every four weeks because I know there will be an issue. Having to change your password every 90 days is a pain in the backside. Sometimes it doesn't even recognise your password. Recently it has started to make you read the tc's & c's before making EVERY payment, which is ridiculous and infuriating. Today it wouldn't allow me to pay one worker without inputting a code and a memorable word. I have no recollection of setting up a memorable word, and there is no way of retrieving it/being sent a hint/changing it. So that meant the dreaded phone call, again. 35 minutes on hold is not acceptable. This is a service used by disabled people and quite frankly it's not good enough. Local authorities need to ditch this substandard company because they are sending our stress levels through the roof!

Seriously, this site is awful but what is even worse is the lack of customer service contact.

This website is in urgent need of improvement.

As someone who has worked in IT for over 30 years, I feel compelled to highlight just how unreliable and frustrating this platform is. Carers rely on this site to make vital payments for services their loved ones need, yet in my experience, it only works successfully about 1 in every 5 attempts.

There are numerous functional issues — far too many for a service of this importance. The passcode system, for example, is incredibly flawed. Codes expire after 10 minutes, but the email system often doesn’t send them out until 15 minutes later, rendering them completely useless.

In just 10 minutes of trying to log in, I encountered at least 20 separate bugs or broken processes. That’s simply unacceptable for a website providing essential services.

Please take the time to thoroughly evaluate your client services portal and fix the core issues that prevent it from functioning properly. It must be made stable, accessible, and dependable — not just for convenience, but because people depend on it to care for others.

Scammers don’t buy! I bought two $25 prepaid Mastercards and paid for them, but I haven’t received a response since. I called their phone number, but it was disconnected. I emailed them, but there was no response. It’s a scam website!

They really really bad.what is this one time pass code, I am trying to make a payment and I can't, it keeps asking me one time pass code has been sent to my phone but it's not true. it's stressful dealing with disabled person is hard enough.

Finally I will write a review about this awful bank.
it's a moneymaking Racket. They are not offering any type of financial service at all banking or otherwise. I've just waited an hour on the phone and finally put it down because they're always busy. I would love to know how much they get paid to manage accounts. It really is time for a change. I used to manage perfectly well with a NatWest bank account there is no need for these rubbish people who don't do anything, particularly they don't run a service. It is about time they were discharged or replaced by somebody else or at least a company with operatives who answer the phone. A website that holds records, in short a service for the amount they are being paid.

I was forced to use this company by East Sussex County Council who opened accounts for us to receive and manage direct payments for disabled people. Now they have set up a "one time pass code" system which sends a code to a phone to enable log in. They were not given our phone details so we cannot receive the code and are unable to log in and pay disability related bills. Have been unable to get through to them by phone. Asked for help from the council who suggested I just keep trying to get through to them by phone. Absolute disaster!!!

Having read several recent posts I'm having the same issues having to change passwords every 90 days having to read and tick terms and conditions every payment
No good if you have dementia
Time to get rid .
Seen posts that say councils force you to use this service the truth is you can open a normal bank account or even tell the authority you want your direct payments paid into that account they can't object as there is no legal requirement to use pre paid card services so the authority can have acsess to the account
I'm dumping them in next 2 days and in fact my local authority has offered no objection at all