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.

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  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:08/04/2025

  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 purchased vanilla prepaid mastercard. I tried to use it online and it was declined. I logged into the online website to check my balance and everything looked fine. Withing 4 minutes after that thecard was used at off gamers and had .23 cents left on it. When i called in about it the card had came up as system error so i was unable to get details to contact the merchant with and vanilia prepaid said wait 14 days and call us back. At which time the did NOTHING.. When i called in again they had no record of my call. I dont have 100's of dollars to just throw away. I bought these to pay my power bill so it could get reconnected. AND NOW I HAVE NOTHING AND NO POWER AND THEY FEEL IT IS WITHIN REASON TO EXPECT ME TO WAIT FOR WEEKS AND STILL GET NOTHING RESOLVED. I have seen the numerous complaints online and the company should be charged or have this department banned form this business because they are stealing or frayuding people or they are aware of it and they are selling these cards

  

  Business Response

  Date: 17/04/2025

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

  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:13/03/2025

  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.

  Hi,The original issue occurred in October 2024. I received a replacement Vanilla Prepaid card from ************** because my previous card had been locked. However, when I received the replacement card, I was unable to activate it.I contacted the issuer at least four times regarding this issue, and each call took me more than 40 minutes, yet the problem remained unresolved. About a month ago, I called again and was informed that another replacement card would be sent. However, I never received it.Last week, when I called again, I was told that the investigation had restarted because the issuer was trying to determine why the initial value was zero. Additionally, I was informed that I would receive an email or phone call within 24 to 48 hours, but that also never happened.

  

  Business Response

  Date: 19/03/2025

  The subsequent complaint from Ruizhi **** was reviewed and it has been identified that their replacement card was delivered and signed for. If this information is not accurate, procedurally, they are welcome to call in and start a dispute case and dispute the charges on the replacement card.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 19/03/2025

   
  Complaint: 23047135
  
  I am rejecting this response because: I did not receive the replacement card, since the card I got is unable to use IS A REPLACEMENT CARD. If the company had already sent a replacement card recently, please provide the details about the mail sent date and etc.
  
  Sincerely,
  
  Ruizhi ****

  

  Business Response

  Date: 28/03/2025

  A thorough review of the results of the investigation is underway to address the follow up questions from the customer. A response will be provided to Ruizhi **** to clarify the subsequent issues raised.

  Kind regards,

  Peoples Payments and Cards  

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23047135
  
  I am rejecting this response because: I heard the same responses frlor the past half year. I WOULD KINDLY ASK FOR A DEADLINE
  
  Sincerely,
  
  Ruizhi ****

  

  Business Response

  Date: 04/04/2025

  The subsequent complaint from Ruizhi **** was reviewed and we can confirm a message was sent to them and that their concerns have been addressed.
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23047135
  
  I am rejecting this response because: People's trust had told me that the card is being delivered, but the card I got which has 0 fund IS A REPLACEMENT CARD. Why would they send 2 replacement cards at the same time? It does not make sense. If they do have further details, please provide the routes from which card to replace which card?
  
  Sincerely,
  
  Ruizhi ****

  

  Business Response

  Date: 17/04/2025

  This is to acknowledge the subsequent complaint from Ruizhi ****. In order to better respond, an e-mail seeking clarification was sent on April 16th, 2025. We are pending their response as of this writing.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 22/04/2025

   
  Complaint: 23047135
  
  I am rejecting this response because I will need a timeline for the clarification. The last few times about the complaint resulted to be no further result. Therefore, I do need BBB to help me out to let them give me a final result as I requested
  
  Sincerely,
  
  Ruizhi ****

  

  Business Response

  Date: 01/05/2025

  This new comment has been taken into consideration and an e-mail response was sent to them to obtain further clarity.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 23047135
  
  I am rejecting this response because: still no further clarfication had been given. They did not answer my questions
  
  Sincerely,
  
  Ruizhi ****

  

  Business Response

  Date: 14/05/2025

  The subsequent response from Ruizhi **** has been added into their complaint file.
  
  A review of the case has been performed and we can confirm that additional information was requested from Ruizhi ****. Multiple e-mails were sent on April 4th, April 16th and May 1st. As of this writing, their response is still pending.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 15/05/2025

   
  Complaint: 23047135
  
  I am rejecting this response because: they did not answer my requests with the detailed transcation being provided.
  
  Sincerely,
  
  Ruizhi ****

• Initial Complaint

  Date:21/02/2025

  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 bought a Vanilla prepaid gift card for $450 about two or three months ago. The card was scammed and all of my money was taken off it via fraud transactions before I even got a chance to use it. Vanilla is supposed to open a case, send documents for me to fill out in order to properly start a review process, and be given my money back on a new card (I've had to do it one before and it was very easy and simple). But this time, they are running me around in circles and making me jump through hoops. Each time I call, they say they sent me the documents again but the email never comes through despite me validating my email with them, they give me different timelines, they ask me to email them photos of my gift card and my personal ID like my drivers license (they asked me to do this 3 times now), they told me my case was closed, then that it was never closed, that it was escalated and then another day escalated even though no resolution was found, etc. They keep telling me to wait another 3 days to see if the email arrives in my inbox, but it never does. They won't let me file a complaint (I asked twice to file a complaint). And now they told me the person who stole the money off my card also called them and send the card was THEIRS, so now they are "deciding who to side with", and I think they are refunding my money to the scammer instead of me since I can't get my documents submitted to prove who I am and that the card is actually mine (despite me emailing them the photos of my ID and card and calling in repeatedly telling them to email me the documents please/thanks). And now the scammer is likely getting the refunded $450 even though they are the one who spent all my money in the first place. I bought the card from the ******* behind my house where I live. It's where I get all of my Vanilla prepaid cards. I would like a refund or a replacement card with my full money back on it please and thank you. I'm including photos of the **** gift card and fraud transactions

  

  Business Response

  Date: 28/02/2025

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

• Initial Complaint

  Date:21/02/2025

  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.

  Hi,I bought a prepaid gift card issued by Vanilla from ******* on the 21st Jan 2025, receipt attached here for your reference. The first 2 transactions I made went smoothly, however, the third transaction was to pay my bill for Reliance Home Comfort, and the transaction did not go through. I tried to check the balance on my card thereafter but Vanilla website didn't let me. I called their customer service and was informed there were 26 fraudulent transactions of $4.4 each, totaling to $114.4, and hence they blocked my card. I was promised that the charges will be reversed by Feb 4th and a new card will be sent to me. i received the new card around the 10th Feb, however, the transactions were not reversed. I called them up again and they filed a dispute on the 11th Feb informing me that their team will look into the dispute and resolve it within the next 90 days, till then the card will be on hold. On Feb 17th, I received an email from them saying that the investigation was complete and that the dispute was denied. i am out of $114.4 for no fault of mine and no one wants to do anything about it. I am hopeful that this complaint will make a difference and I will get my money back.

  

  Business Response

  Date: 28/02/2025

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

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22963428
  
  I am rejecting this response because the business confirmed that they are still looking into the complaint and will get back to me. Until then, this complaint needs to remain open.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 13/03/2025

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

  Customer Answer

  Date: 17/03/2025

   
  Complaint: 22963428
  
  I am rejecting this response because the business needs more time to resolve the issue. I will wait to hear from them. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 21/03/2025

  The subsequent complaint from ***** ****** has been reviewed and a response has been sent to them in writing.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22963428
  
  I am rejecting this response because the company has made no efforts whatsoever to resolve the matter. i lost my money through their card and they should take the responsibility to resolve it. Their representative was very clear in telling me that my money will be reversed by 4th Feb. They are now going back on their words. I would not recommend their card to anyone. Perhaps this is the reason that they have pathetic reviews on multiple platforms, i should have taken those reviews into account before buying their card. If they cannot manage the fraudulent transactions, they should not be in this business.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/04/2025

  The subsequent complaint from ***** ****** was reviewed and we can confirm that their concerns have been acknowledged and addressed.
   
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:10/02/2025

  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 am submitting this formal complaint against Vanilla Prepaid Card, issued by Peoples ************** due to false advertising, deceptive business practices, and financial harm caused by the inability to use the card for its advertised purpose.I purchased a Vanilla Prepaid Visa/Mastercard expecting to use it for online transactions, as stated on their website and packaging. However, despite multiple attempts, I have been unable to use the card for any online purchases, leaving me with an unusable balance and no way to access my own funds. Vanilla Prepaid has refused to offer any support or solutions, resulting in financial loss.False ************************ Claims:Vanilla Prepaid Cards are marketed as being usable anywhere Visa/Mastercard is accepted, including online retailers. However, this is not true, as online transactions are routinely declined due to the card not being linked to a billing address.The inability to register a billing address is not disclosed at the time of purchase, misleading consumers into believing the card functions like a normal Visa/Mastercard.Due to the lack of an address registration option, many online vendors automatically reject transactions made with Vanilla Prepaid Cards.This restriction makes the card practically useless for its advertised purpose, preventing me from spending the balance I rightfully own.When I contacted Vanilla Prepaids customer service, I received no solutions, no alternative methods for usage, and no refund options.I was essentially told that there was nothing they could do, leaving me with a completely unusable prepaid card and lost funds.Request for ***************************** to the misleading nature of this product and the financial harm caused by Vanilla Prepaids deceptive practices, I am formally requesting compensation in the form of:A full refund of my Vanilla Prepaid Card balance since I have been unable to use the card as intended.

  

  Business Response

  Date: 18/02/2025

  This is to acknowledge the complaint from ******* ****. It was determined that they are required to submit additional information for their case and was provided instructions to resolve his concerns.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:29/01/2025

  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.

  Its been a whole year now, and the company has been giving me the runaround regarding my issue. I purchased five gift cards through my ****************, totaling $2500, but none of them have worked. Every time I reach out, I either get told theyll send me replacements or given a completely different excuse. Its been frustrating with no resolution in sight.your first and last name ****** ****** your address ********************************************************************** your contact telephone number ************ clear details of your complaint - Mentioned below what you would like us to do to resolve matters - replacement/refund anything at this point 1. 393 - **************** - $500 2. 952 - **************** - $500 3. 491 - **************** - $500 4. 897 - **************** - $500 5. 978 - **************** - $500

  

  Business Response

  Date: 07/02/2025

  This is to acknowledge the complaint from ****** ******. The complaint was reviewed and we can confirm a response was sent to them to address their concern.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:12/12/2024

  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.

  I went to a Best Buy in ******** to purchase a CPU and Motherboard. The total of the purchase was close to $800. I was planning to pay for these with Vanilla Prepaid ****s, of which I had 4 total, each $200 in value. I wanted to make sure I was able to do this, so I spoke with a manager, and he informed me that I could. He charged the first 3 cards, but the fourth card was declined. He cancelled the transaction and tried again with the first 3 cards, ($600) but trying to use my actual credit card for the remaining balance. These cards now got declined. My cards are all now frozen and I have no access to the funds. I spoke with Vanilla **** and was informed that the freeze was because it triggered some fraud detection within the system. The only thing they can do is issue me some new cards, but they would be sent via ****** Post. Because there is the strike going on, I would have no idea when I would get these cards. I now do not have the funds to complete my PC build for a birthday or Xmas gift for my dad (****** or 25), as $800 of my money is now locked. I specifically went to Best Buy over Amazon or New Egg because I wanted to actually talk to someone about using these cards for purchases and not have it flagged. I don't blame the manager, it seemed he was never given the training about this. I blame the company for not having policies in place to protect honest consumers, by informing their staff so that something like this won't happen. I bought these cards because ******* was having a promotion on $200 cards. There is nothing on the cards that tells you what kind of limits are on using the card I am requesting that Best Buy contact vanilla **** and get these cards unblocked, or pay for another courier service to send the new cards to me. I don't think it's reasonable to tell me that Vanilla **** apologizes, but unfortunately there is nothing they can do about the Canada Post Strike. That is true, but they can send the cards using another carrier.

  

  Business Response

  Date: 24/12/2024

  This is to acknowledge the complaint from Ms. ****** **. 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

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22670958
  
  I am rejecting this response because:

  I submitted my Id and all required information about 2 weeks ago. I would like to know what time frame I can expect a response.  As of now, it's been almost a month since my cards started getting deactivated. 

  
  Sincerely,
  
  ****** **

  

  Business Response

  Date: 03/01/2025

  The subsequent complaint from Ms. ** was reviewed and we can confirm we have received information that their concerns have been addressed. 
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 22670958
  
  I am rejecting this response because:

  My complaint was not address. I had asked for a time frame I can expect to get new cards and access to my funds. An email was sent to me Dec 17 that I would be getting a response with 10 business days. The only response I have gotten since was that my information has been received. I have no idea how long it will be until I get my fund again. This is the question I am asking.

  Yes, I understand you have received my information, but no, my concerns were not addressed. The concern is: When can I expect to get new cards and access to my funds. After submitting documents and Dec 17th, and with your company stating that I will get a response by 10 business days, I have not gotten any more helpful information. 

  Sincerely,
  
  ****** **

  

  Business Response

  Date: 16/01/2025

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

• Initial Complaint

  Date:10/12/2024

  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 bought a prepaid 100 dollar value Vanilla card at ******* on Oct 3, 2024. When I tried to use the card to make the purchase. It had been showed that the card has a balance of 0. Someone else had already used the card. I tried to contact the company for months with several times follow up email. They are not replying. Please see the attachment and help me to resolve this. Thanks Ruizhi

  

  Business Response

  Date: 11/01/2025

  This is to acknowledge the complaint from Ruizhi **** and it has been reviewed. We can confirm a response was already sent to them in writing and that a resolution had already been offered and used.
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 13/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ruizhi ****

• Initial Complaint

  Date:10/12/2024

  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 purchase a number of your vanilla **** cards from ******* because they were having a promotion. I attempted to use some of these cards online and in person ( new egg, best buy, amazon). Something fraud detection was triggered and now 4 of my card, each with about $200 is blocked. I contacted the customer service number for one of the blocked cards and was told that the only thing that can be done is to send out a new card by mail. However, it is being sent out by ***********, so that means it will not be received until after the strike is over. I was told that this was my only option. I have not requested a new card yet for the other 3 blocked cards. I bought these cards to buy Christmas gifts and now I don't have enough funds to buy the gifts. ( out about $800). And have no idea when I will get these cards. This is not acceptable. There is nothing on the cards themselves that say you can't use these cards in combination with store giftcards, or in multiples of more than 3, or whatever it is that is triggering fraud detection. I would like to have these cards unlocked, not disabled and a new one sent. I have the receipts showing purchase of these cards. There is nothing that I am doing that is illegal. Locking these cards without warning right before Christmas is not right. This is a totally headache for me and not worth the promotional bonus I got from *******.

  

  Business Response

  Date: 16/12/2024

  This is to acknowledge the complaint from ****** **. 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:09/12/2024

  Type:Customer Service 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.

  Hello, my reasoning for this complaint and why I am contacting is because I had a Vanilla Prepaid Mastercard ending in 0154 purchased from ******** Home Hardware. I recently processed a refund via ********* and remembered that the refund would be sent to the card ending in 0154, however, I no longer have the card and I was told to contact the card issuer after reaching out to ****** and them informing me they had no way to issue to a different payment method. I also sent a email to ************* as this was the only email address I found on the ************************************************ website. I have included the order refund from ****** showing the card number. I am looking to receive my refund on either another card or sent by ********* in the amount of $52.90. Hopefully youre able to help. Thank you. Kind regards,***** *********

  

  Business Response

  Date: 17/12/2024

  This is to acknowledge the complaint from Mr. ********** It was determined that he is required to submit additional information for their case and was provided instructions to resolve his concerns.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 17/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This matter was resolved by Amazon. 
  
  Sincerely,
  
  ***** *********