Complaints

This profile includes complaints for Peoples Payments and Cards, part of Peoples Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Peoples Payments and Cards, part of Peoples Group has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Peoples Payments and Cards, part of Peoples Group

  1400 888 Dunsmuir St Vancouver, BC V6C 3K4

  
• 

  Peoples Payments and Cards, part of Peoples Group

  1310 95 Wellington St W Toronto, ON M5J 2N7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction:June 8, 2025.Amount of money paid to the business:Approximately $84.83 CAD.First card ending in 3809 had a balance of $10.73.Second card ending in 9557 had $100, with $19.96 used legitimately, remainder compromised. Left $5.94 in the card. ?What the business committed to provide you:The business has not committed to providing a refund or resolution. Vanilla customer service on June 8, ****************** to call back after June 20, 2025. No case number provided.?What the nature of the dispute is:Unauthorized charges and compromise of two Vanilla **** Gift Cards after attempted use at Farm Boy (***********************************) on June 8, 2025. This involves inadequate fraud protection and loss of consumer funds. Cards operated by ****** Financial Services ***********; issuer is ****************************?Whether or not the business has tried to resolve the problem:I contacted Vanilla customer service by phone on June 8, 2025. No resolution provided. I was told to call back after June 20, 2025.?If the issue involves advertising:No.?Additional details:Both cards were purchased weeks earlier at ******* and securely stored. The first card (3809) was used twice at ********** without issue. Both cards were compromised after attempted or partial use at *************** on June 8, 2025. Unauthorized transactions ****** TikTok occurred shortly after. The cards were only used in secure, in-person transactions.I request a full refund of the compromised amounts and a thorough investigation to prevent future consumer harm.

  

  Business Response

  Date: 18/06/2025

  This is to acknowledge the complaint from Mr. ***** ****. The complaint was reviewed and we can confirm that a response was already sent to him in writing.

  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Vanilla prepaid gift card for Christmas 2024 in the amount of $200. I left it in the packaging until February 6, 2025. On that day, I phone the number on the back of the card to inquire if it needed to be activated or if it was ready to go. I then placed the card in my purse. On February 14, 2025, I attempted to use it for the first time. The card had been "drained" leaving a balance of $1.31.I phoned the number on the back of the card again to find out that shortly after my phone call on February 6, several purchases had been made to an online gaming site. I filled out the dispute form that I was advised to do. I waited the 90+ days. I received an email stating that my funds would not be refunded to me. No explanation was given for this decision. The toll-free number that was provided in the email was not in service. I have been given the runaround with every attempt I've made to contact someone with Income to get answers or a resolution. My dispute case number is #********.

  Customer Answer

  Date: 11/06/2025

  I have attached a letter of authorization from the purchaser of the gift card. 

  Please let me know if it did not attach properly.

  ****

  ************

  

  Business Response

  Date: 20/06/2025

  This is to acknowledge the complaint from Ms. **** ************************* was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My $100 vanilla prepaid **** card was drained of my balance of roughly ***** from a $100 cqrd. I made a purchase of around $50 and within mi uses of my first purchase, there were 10 4.99 charges to the ****** play store, which I did not make.I called the company and they said they would investigate and wrote back a few weeks later stating there was no fraud on the card. The company has been sued for this type of fraud and there are reports on the BBB indicating other people had the exact same issues.See below for their email.Dear Cardholder,We are writing to you to let you know that we have completed our investigation for the case listed above.We take concerns from cardholders very seriously. After a thorough review of your account and evaluation of the evidence provided, unfortunately we are unable to approve your dispute. With the denial of this dispute, your case has been closed.If there was a balance on the card(s) at the time you reported your claim, a replacement card with your available balance has been shipped to you at the address above. This replacement card should be received within 7 to 10 business days.We appreciate your business and value you as a customer. If you have any questions, please contact the Dispute Team at *********************** and well be happy to help.Sincerely,InComm Dispute Resolution

  

  Business Response

  Date: 14/06/2025

  This is to acknowledge the complaint from Mr. ******* It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:30/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to report an unresolved issue involving a Vanilla Prepaid Mastercard (last 4 digits: 7097), which was compromised within moments of logging into the official Vanilla Prepaid website. Im formally appealing the denial of reimbursement on the grounds that I did not use or authorize any transactions on this card. The full balance was stolen seconds after I logged inbefore I even had the chance to complete the registration by entering my postal code, which the issuer requires for online use.This card was gifted to me on December 21, 2024, with a $200 balance. On March 5, 2025, I visited ************************************************ to begin registration. Immediately after logging in, the entire balance was withdrawn through three identical unauthorized transactions of $64.61 each, charged by a merchant named OFFGAMERS. I have no connection to this merchant and never authorized or initiated any purchases. The timingoccurring within seconds of loginstrongly suggests the card was compromised through Vanilla Prepaids own system.I filed a dispute by phone and signed the complaint digitally on March 5, 2025. On May 29, 2025 I received a denial from the ****************************** That same day, I submitted an appeal by email, followed by a faxed letter on May 30, 2025. Despite clear evidenceincluding a timestamped screenshot showing when and how the funds were takenthe issuer denied responsibility. Yet the breach happened during a standard login to their platform, before I could use the card myself. Again, the unauthorized transactions happened BEFORE I could even enter my postal code to register the card.I respectfully request that the case be reopened. The facts point to a system vulnerability. I was never given the opportunity to use the card. Please issue a full reimbursement.Thank you for your time and attention. I look forward to a fair and timely resolution.

  

  Business Response

  Date: 08/06/2025

  This is to acknowledge the complaint from Ms. ******** It was determined that their concern is still being addressed and reviewed. They will be kept apprised when new information becomes available.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:13/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using their paypower prepaid credit card. I used their bill pay option to transfer my funds to ******, which is a trading firm. But the bill got rejected by ****** and the funds should have been sent back to me. I contacted support for help and at first they said I just need to wait 7 days to get my money back, this was end of April. Then I didn't get it back so they told me to email support and I did that as well, and I provided all the information given. They keep saying to wait, then today I called in again and they said I need to wait 1-2 months. The bill payment was rejected on April 14th and April 21st, totaling $2000. I have attached proof from Qtrade, the picture is the email they sent me and also the electronic transfer file of the rejection. The funds were sent back to *** which is the bank paypower cards use. I need this money back to pay off debts and they are withholding the cash. Please help me get back my funds. It's not acceptable when I have proof the funds were sent back a month ago and they won't return it to me.

  

  Business Response

  Date: 23/05/2025

  This is to acknowledge the complaint from Nam *** ***. A thorough investigation has been completed and based on the results, we can confirm that a resolution has already been offered to them.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:30/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Fidem Mastercard which is a Mastercard issued by the Peoples ************** This account was cancelled by myself on March 9, 2023 where I requested that the account be closed and all paper documents to stop. I then again contacted the company on April 29, 2024 and the last attempt on January 28, 2025 as the statements keep coming. This is totally unacceptable. I want this account cancelled and all correspondence including monthly statements to stop immediately.

  Customer Answer

  Date: 01/05/2025

  No further contact by the business - if you do not wish to hear from the business any more via phone, email, mail or in-person. Do not send me anymore monthly statements and close the account.
  

  

  Business Response

  Date: 16/05/2025

  This is to acknowledge the complaint from Mr. ********* A thorough investigation has been completed and based on the results, we can confirm the issue has been resolved.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:29/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Declined card when I just used it once .had $100 on the card spent $1.51 and then it was declined.and haven't received my replacement card yet in the mail

  

  Business Response

  Date: 08/05/2025

  This is to acknowledge the complaint from Ms. ******* It was determined that she is required to submit additional information for her case and was provided instructions to resolve her concerns.

  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:17/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son purchased vanilla prepaid cards on March 23, 2025 from a Circle K for $500.00 and another for $140.00. Cards came up invalid when attempted to use. He purchased another one for $500.00 from 7-11 on April 10th, 2025 and the same issue came up. Ive called the company several times and sent all the documentation needed and they keep saying they dont have the information and ask me to resend. Ive even been hung up on several times while on hold. Sometimes they will say they cant hear you and disconnect the call also. This company is scamming people and are fully aware of it after looking at the company online. They no longer have any direct phone numbers to their company Incomm and only provide the number on the back of the card. My son who is 17 worked very hard for that money and was using a portion to pay for school. It seems these cards are even more compromised when used online. This company has had several lawsuits filed against them and yet they are still being sold in convenience stores for unsuspecting customers to buy.

  

  Business Response

  Date: 25/04/2025

  This is to acknowledge the complaint from Ms. ***** and it has been reviewed. We can confirm a response was sent to them in writing and that a resolution has already been offered. 

  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:17/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  De : r f ************************ 16 avril 2025 : ******************************************************************************* ********************************************************* <*********************************************************>Objet : Re : Update on Dispute [Case No: ******] / Mettre jour sur le diffrend [Case No: ******]C'est la quatrime ou cinquime fois que je communique au ************** et que je suis scandalis chaque reprise par la STUPIDIT des rponses que vos agents ne cessent de rpter. J'AI T VICTIME D'UNE FRAUDE ET/OU DE RETRAITS ILLGAUX. EN PLUS DE PERDRE L'ACCS MA CARTE, J'AI PERDU LES MONTANTS PAYS POUR L'ACQUISITION, FRAIS DE DPTS, COMPLICATIONS POUR RTABLIR LA VALIDIT DES PAIEMENTS PR-AUTORISS LIS CETTE CARTE QUE VOUS M'AVEZ DSACTIVE. VOUS M'AVEZ EXTORQU MON ARGENT QUE JE VOUS AVAIS CONFI POUR TOUTE LA DURE DE VOTRE INVESTIGATION. Maintenant que vous reconnaissez le caractre illgal des retraits effectus mon insu sur ma carte, VOUS VOULEZ M'EXTORQUER DUN $10,00 SUPPLMENTAIRE POUR REMPLACER MA CARTE QUE VOUS AVEZ VOUS-MMES SUSPENDUE CAUSE DE CE RETRAIT FRAUDULEUX. AUJOURD'HUI LE 15 AVRIL QUE JE DOIS ACCEPTER D'TRE EXTORQU D'UN NOUVEAU $10,00 SUPPLMENTAIRE POUR QUE VOUS ME REMBOURSIEZ CE QUI ME RESTE DE MES ARGENTS QUE VOUS CONTINUEZ EXPLOITER CONTRE MON GR. ET D'UNE INCROYABLE EFFRONTERIE, VOUS M'EXIGEZ UNE AUTRE DMARCHE SUPPLMENTAIRE POUR ACHEMINER UNE DEMANDE PAR COURRIEL, SANS AUCUN SUPPORT, ET VOUS VOUS RSERVEZ AINSI LE PRIVILGE DE M'EXTORQUER ENCORE D'N 45 JOURS SUPPLMENTAIRES APRS QUE J'AIE RUSSI JOINDRE CE SOIT-DISANT COURRIEL. J'AI PLUS DE 70 ANS ET JE CONSIDRE QUE JE SUIS VICTIME D'EXTORSIONS MULTIPLES EN TANT QUE PERSONNE **** TOUS MES CHANGES AVEC VOTRE PERSONNEL ONT TS MTICULEUSEMENT ENREGISTRS. CHACUNE ET INNOMBRABLES DEMANDES DE POUVOIR PARLER AVEC UN REPRSENTANT "RESPONSABLE" VOS EMPLOYS DU SOIT-DISANT "SERVICE LA CLIENTLE" ONT CATGORIQUEMENT FAIT SAVOIR QUE C'TAIT IMPOSSIBLE. De : *********************** Envoy : 15 avril 2025 21:32

  

  Business Response

  Date: 25/04/2025

  This is to acknowledge the complaint from Mr. Forest. It was determined that we are still investigating the matter. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards
  
  

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a $50 vanilla prepaid Mastercard for Christmas. I tried to use it on Dec 27th but was declined at the store. I checked online to activate the card and the balance was $50. I went to use the card again on Jan 2 and the balance was $3 and some cents (I dont remember the exact amount) I never used the card. I checked the history online and notice there was. $46 purchase from a gamin company which was not my transaction. I called vanilla Mastercard and opened a dispute case (********) and it took 90 days for them to tell me there was no activity and they are closing the case. I want my gift card refunded to the full amount of $50.00. Also the fact that it took 90 days to investigate the issue with no outcome is terrible customer service.

  

  Business Response

  Date: 17/04/2025

  This is to acknowledge the complaint from Ms. ***************** was determined that we are still investigating the matter. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 17/04/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

  the document you originally provided to me said the case was closed. Now you say youre still investigating. Which is it?
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/05/2025

  We can confirm that the subsequent complaint from Ms. ******* has been escalated to the next level in our complaint handling process. This department has since taken over their case and an on-going communication is presently underway. They will be kept apprised when new information becomes available.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

  I have still received ZERO communication from the business. There is no on-going investigation as I have already informed TWICE that they have closed the case. When will they refund my gift card because it was used fraudulently?
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 14/05/2025

  During the course of the investigation, it was determined that salient information had to be obtained from the program partner warranting additional review.
  The results of the investigation will soon be shared with Ms. ******* in writing. 
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 16/05/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

   

  you are just stringing me along with no course of action. Decide in the next 30 days with a FINAL decision or I will be forced to take legal action against your corporation. This has been over 5 months to resolve a $50 matter.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 24/05/2025

  The complaint from ****** ******* was reviewed and we can confirm that a response was sent to them in writing.  
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 26/05/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

  the response originally sent by the company was not sufficient and not true. The card was used fraudulently and I want my money back!
  
  
  
  ****** *******

  

  Business Response

  Date: 03/06/2025

  The subsequent response from Ms. ******* has been added into their complaint file.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

  it is still not resolved. They keep emailing me that the conclusion is that it was not fraudulent but I am not accepting this resolution to be accurate. Provide proof as to why you believe it was not fraudulent. I have provided more than enough information as to why the gift card was fraudulently used.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 13/06/2025

  Based on the review of the complaint file, we can confirm that a final response was already sent to Ms. ******* on June 11th, 2025. 
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 16/06/2025

   
  Complaint: 23183695
  
  I am rejecting this response because:

  the company responded with an insufficient resolution. They stated that the card was used fraudulently but still wont issue me a new gift card to replace. What a horrible company! 
  
  Sincerely,
  
  ****** *******