Business Profile

Credit Cards and Plans

Peoples Payments and Cards, part of Peoples Group

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

Customer Complaints Summary

79 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:23/07/2024
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 purchased a Vanilla **** Prepaid credit card at the beginning of July 2024 and when I tried to use it no matter in local merchandise or online retailer it always declined. Then I contacted the customer service to inquire about it, and they said in order to protect my money they lock the card and asked me to send them the purchase receipt, address proof to get a new replacement card. I immediately did so on July 10th, and on the auto reply email, it says the *** processing time is 7-10 business days. The case number is ******** and today July 23rd I gave them a call, they told me they need 30 days to investigate it and send a replacement card. WHAT A HELL??? I strongly suspect that they want to misappropriate my property and request them immediately refund me a cheque not a prepaid card anymore. I really do not have time to due with this case again if the replacement card got locked again!!
Business Response
Date: 31/07/2024
This is to acknowledge the complaint from *****************. 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: 08/08/2024

Complaint: 22029720

I am rejecting this response because:
In the phone call the csr promised that they only need at most 15 business days to investigation but the due day has been already passed and still no result. I need the merchandise to escale my case to make it faster
Sincerely,

*****************
Business Response
Date: 09/08/2024
The complaint from ***************** was reviewed and we can confirm that a resolution and response was already sent to them in writing.

Kind regards,
Peoples Payment and Cards
Customer Answer
Date: 13/08/2024

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.

Sincerely,

*****************
Initial Complaint
Date:27/06/2024
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.
**** card ******************* 12/18 and 348 Contacted customer care at ****** ast for 50 mins Called customer service ************* per back of card and online instructions. Told dont support card. Spoke to two agents for 50 mins, both were useless. First agent couldnt get my simple email spelling of 9 letters right after 7 tries. Supervisor just as useless. When you visit gift card store.ca/visacard on back of card page doesnt work. What a waste of customers time.
Customer Answer
Date: 27/06/2024
Johnson
Business Response
Date: 05/07/2024
This is to acknowledge the complaint from ******************. It was determined that their concern is still being addressed and communication is presently ongoing with ******************. He will be kept apprised when new information becomes available.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 09/07/2024

Complaint: 21902858

I am rejecting this response because:

I am still waiting for replacement check

Sincerely,

*****************************
Business Response
Date: 18/07/2024
The subsequent response from ****************** has been added into his complaint file.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 18/07/2024

Complaint: 21902858

I am rejecting this response because:

I still havent received the $50 expected

Sincerely,

*****************************
Business Response
Date: 31/07/2024
The subsequent response from ****************** has been added into his complaint file and the delivery timeframe was also provided to him for reference.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 01/08/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:20/06/2024
Type:Service or Repair 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.
Friday May 31st, I purchased a Mastercard gift card for myself to use for added privacy in transactions. After registering the card on the website, transactions were blocked for ******** but not Twitch, or Geekwish, or ********** I talked to a customer service representative and she said that MasterCard doesn't work with paypal anymore. I find that statement to be ridiculous and possibly false. I'm not sure if the card is going to be replaced or not. I would like to have confirmation on this issue
Customer Answer
Date: 13/06/2024
Back of Joker Mastercard gift card now attached
Business Response
Date: 03/07/2024
The complaint from Barafu Pineberry was reviewed and we can confirm that a response was already sent to them in writing.

Kind regards,
Peoples Payment and Cards
Initial Complaint
Date:31/05/2024
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.
I am a cardholder of paypower prepaid mastercard.I have a balance of 6000$. paypower is issued by people trust company.On May 27, my card was frozen.The reason is that I purchased 2X500$ reloadalbe cards from an unknown person, and relaoded it into my account.The person then reported the loss to the people trust company.I have these two pictures of the reported stolen cards as evidence that I am also a victim.People trust company should not freeze the other $5,000 balance on my card.I now have no money to buy food for my children. I hope my account can be unfrozen as soon as possible. Thank you.
Business Response
Date: 10/06/2024
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 him once we have completed our investigation.
Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 19/06/2024

Complaint: 21782255

I am rejecting this response because:
no any response

Sincerely,

***************
Business Response
Date: 28/06/2024
The subsequent complaint from ************ was reviewed and we can confirm that a final response was sent to them in writing.

Kind regards,
Peoples Payments and Cards

Customer Answer
Date: 28/06/2024

Only a small amount of the cards were purchased through illegal retailers, why don't you give me back the portion purchased through legitimate retailers

Complaint: 21782255

I am rejecting this response because:

Sincerely,

***************
Business Response
Date: 05/07/2024
The subsequent complaint from ************ 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:07/05/2024
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 recently bought several Vanilla Prepaid Mastercards issued by Peoples ************** but I encountered issues with some of them being declined during my first attempts to use them. After reaching out to customer service, they confirmed that the ********************** appeared fine but could only offer replacements. I agreed to replace two cards initially, but the problem persisted as more cards were declined the next day.Upon researching online, I discovered that I wasn't the only one facing this issue. It turns out there's an undisclosed rule by Vanilla Prepaid Mastercard that limits the number of cards that can be used at a single merchant within a specific timeframe. Once this limit is exceeded, subsequent cards are frozen and must be replaced, a process that can take months according to some customers.This hidden rule is quite inconvenient, especially since there's no way for customers to know if they've reached the limit at a particular merchant. If someone unknowingly tries to use more cards, they all end up frozen, with Vanilla Prepaid Mastercard holding onto the funds without providing any interest or prompt replacements.In essence, Peoples ************* issues Vanilla Prepaid Mastercards with significant usage restrictions but fails to inform customers upfront. Had I known about this rule, I wouldn't have purchased these cards in the first place. I'm requesting that Peoples ************* refund all frozen cards by check, including the remaining balances and the $5.95 activation fee per card. I can provide the card information upon request.Resources: *********************************************************************************************************************************
Business Response
Date: 09/05/2024
This is to acknowledge the complaint from ************. 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: 10/05/2024

Complaint: 21667512

I am rejecting this response because:
Please specify the information you need to have this resolved.

Sincerely,

*********************
Business Response
Date: 17/05/2024
The subsequent complaint from ************ was reviewed. We can confirm we have received information that their concerns have been addressed and that a resolution has already been offered.

Kind regards,
Peoples Payment and Cards
Initial Complaint
Date:02/05/2024
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.
Regarding a go enjoy prepaid card purchased at Food Basic Windsor. I solely purchased the card to use at Cineplex. listed on the front. I tried using the card Oct and Nov 2023.declined each time. issued a replacement Dec 2023. tried to use the new card Feb 2024, declined. offered a refund cheque, never received. called back, April, now told no refund allowed. asked to have escalated, waited 1 hr on phone, told to call back. today, I called back no resolution, told me to use at another vendor listed on the card. they said to see if Food Basic would give me the money back. how can I get money back for a purchase last year and the next customer would have the same issue. this is false advertising that it can be used at Cineplex. please help me get my money back. they can see the declines on their end for the original card and the current replacement. I have soent endless hours on the phone trying to resolve this.
Business Response
Date: 09/05/2024
This is to acknowledge the complaint from **************. 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 her once we have completed our investigation.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 15/05/2024

Complaint: 21645971

I am rejecting this response because:
I have provided all of the information required and feel that a refund of the $50 is very reasonable and necessary to take care of this issue. I have been seeking a solution for more than 6 months. delaying is not helpful.

Sincerely,

*******************
Business Response
Date: 23/05/2024
The subsequent complaint from ************** was reviewed and we can confirm we have received information that their concerns have been addressed.
Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 24/05/2024

Complaint: 21645971

I am rejecting this response because:
My complaint has not been addressed. I had a message on my cell that someone from technical called left no name or phone number to call back on. I called the main customer service on the gift card and they did not have any info for me. I need someone to follow up on this.

Sincerely,

*******************
Business Response
Date: 30/05/2024
The subsequent complaint from ************** was reviewed and we can now confirm we have received information that their concerns have been addressed.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 03/06/2024

Complaint: 21645971

I am rejecting this response because:
This issue has not been resolved. I called CS Peoples on May 31st to see what the resolution was. the last time I talked to ***** - Tech, I tried the card again May 29th (3x) and the fix did not solve the problem. my transaction(s) were declined at Cineplex. on May 30th, he said that he would get back to me. I did not hear back and then the status changed to resolved???? Is a refund issued? If so, I would prefer a etransfer *** will close out this complaint when the money is received.
Sincerely,

*******************
Business Response
Date: 10/06/2024
We can confirm that the final resolution presented to ************** was communicated to her in writing. Additional information was included in the response indicating the standard timeline for the refund process.
Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 11/06/2024

Complaint: 21645971

I am rejecting this response because: I have been told there was a refund by their customer service before and then it was canceled. I replied to their email and informed them that I would keep this complaint open until I receive the refund.

Sincerely,

*******************
Business Response
Date: 21/06/2024
As provided in our previous response, we can confirm that the final resolution presented to ************** was communicated to her in writing.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 26/06/2024

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.
the refund cheque of $50 was received and deposited.

Sincerely,

*******************
Initial Complaint
Date:02/05/2024
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.
Purchased 3 gift cards for Christmas presents - 2 x $100.00 and 1 X $50.00 - at Wal-Mart on Nov 17, 2024. On Dec 28 we realized that 3 of these cards did not work and we could not activate. Called the number given on the back of the card on Dec 28 and spoke with an agent requesting I send an e-mail to ******************* with a copy of my driver's license, a utility bill, copy of the purchase receipt and a copy of the gift cards - back and front. I sent the e-mail as requested. I did not receive any reply but did get a 'read receipt'. Called back on Feb 21, 2024 - requested to speak with a supervisor and was transferred to 'escalation' to a person with first name "only" Akshay. He assured me i would receive replacement cards within 2 weeks to a month. Also advised i sent another e-mail to ******************* I then received nothing. I called again on March 28 and spoke with another supervisor named "****" - with no last name again. this person assured me i would receive a call or e-mail within 24 to 48 hours. A week has gone by and nothing. I just called again today, requested to speak with a supervisor and was put on hold for 50 minutes and then disconnected. Called again April 4 and asked to speak with a supervisor and was put on hold for over an hour, then disconnected. Called again April 12 - spoke with ****** (maybe?) - same story to receive replacement cards within a week.At this point, i do not want to call back as i know how this will turn out again. This is a scam. I am hoping you can actually do something about this and get my money back for this - no more of these cards.
Business Response
Date: 09/05/2024
This is to acknowledge the complaint from ***********************. 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: 09/05/2024

Complaint: 21656456

I am rejecting this response because:

We are now 133 days - over 4 months - into this issue and was told several times it was being looked into and would be reviewed and solved shortly. I do not believe this answer from them any longer.

Sincerely,

***********************
Business Response
Date: 17/05/2024
We apologize for the length of time it has taken to address the subsequent concerns of ***********************. In order to investigate the issue, specific card information and documentation were requested from *********************** and this information has since been submitted. We can confirm that the cards have now been activated and this was communicated to her in writing.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 18/05/2024

Complaint: 21656456

I am rejecting this response because: I was told from the beginning - day 1 of this issue back on Dec 28, that replacement cards would be sent via ****** Post. Consequently, all 3 cards were thrown out as none were working. This request via BBB requested either a full refund of $250.00 (preferred) OR replacement cards (would rather not in case we run into the same issue again upon activation). This "reactivation" of the cards could have been done on the first phone call to Vanilla gift card business.

Sincerely,

***********************
Business Response
Date: 23/05/2024
The subsequent complaint from *********************** was reviewed and we can confirm we have received information that their concerns have been addressed.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 19/06/2024
Hello ******,

Thank you for your reply. Yes, you can certainly copy/paste this e-mail to them. I found 1 e-mail in my junk folder from Vanilla where they are referring to 1 case number (********) for 1 card valued at $50.00.

Their message on May 18/24 reads:

All the requested information was sent on Dec 28, 2023 and another sent Feb 21/24 after a Vanilla agent split the original case number into 3 (one case number per card) Attached both e-mails. For them to say the requested info has now been received is really something They have been giving me the round around since December and all this should have been resolved a long time ago. Looking at their reviews on the internet, there are many individuals with the same story as mine.

After five or six follow up calls, same story was given to me that I would hear back from them within ***** hours (which I never did) and/or would receive replacement cards (not activation of the original cards). Consequently, all 3 cards were disposed of while awaiting replacement.

I responded to their above message declining this re-activation of old cards and the reason why on the BBB website, as requested.

Thank you for time and understanding in this matter and re-opening this case.

Regards,

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

Business Response
Date: 27/06/2024
The subsequent complaint from *********************** was reviewed and we can confirm we have received information that their concerns have been addressed.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 28/06/2024

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.

Sincerely,

***********************
Initial Complaint
Date:25/01/2024
Type:Customer Service 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 a user of People's Group's ******** Reloadable ********** for several years. I recently had a situation where my wife needed to use my card. She did not know the PIN of the card when asked so she canceled the transaction. This triggered a fraud alert on the card and the card was locked.
After contacting People's Group by phone, I was told to send an email with specific information in order to have the card unlocked. After much back on forth, I was told to try to reset the PIN by phoning into the automated system. This seemed to work. I emailed back to confirm all was good and then received a reply stating that "*** ******* **** *** ********** **** **** **** ** ** ****** ******** *** **** *** ** * ****** ** *** ***** *** **********."

I replied "*** *** * ***** ** ********* **** ******** * ** *** ***** ** *** ******** ** *** *** *** ***** **** **** *************** ** ***** **** ******* *************** ** *** ****** ** ******* ******* *** ******* ********* **** ******** ** *** ******* *** *** * ****** ** ****** ** ********* *** ******* *** ************ ******* ***** **** ********* **** *** *********** ** ********* *********** ********* ** *** ****."

I do not believe that I am a victim of fraud but I do believe that I should be entitled to some explanation of why my account was shut down as it seems very unfair that they shut down an account of a long time user for seemingly no reason or at least without explanation.

I read the entirety of their T&C and did not find myself to be in breach of anything therein.

I am requesting my account be reopened and remain open without prejudice
Business Response
Date: 02/02/2024
This is to acknowledge the complaint from **** ****. It was determined that their concern is still being addressed and communication is presently ongoing with Mr. ****. He will be kept apprised when new information becomes available.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:17/01/2024
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 purchased a prepaid card on dec 2 and when i went to use it , it had already been used and so i called them and i had to open a dispute and they told me it could take ***** days to resolve it , this is crazy as well i am out $100 , i have waited 45 days and have sent numerous emails regarding it and get no response back, so i call the number and spoke to a gentlemen and he rudely told me i had to wait the 90 day this is crazy that is 3 months , i told him this was crazy and he said that is the way it is , so i then told him i will never ever buy another card from them and he just more or less said whatever he did not give a ****. i am fit to be tide as when i purchase a card i should be able to use it right away and not have to wait 90 days for them to fix an issue.this is the dispute number Subject: DISPUTE_CASE_******** between ****** and ************************* is Signed and Filed!
Business Response
Date: 29/01/2024
This is to acknowledge the complaint from ******************. 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 her once we have completed our investigation.
Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 29/01/2024

Complaint: ********

I am rejecting this response because: it should not take 90 days to fix an issue that should never have happened in the first place , when you go and buy a prepaid card at a retailer it should not have already been in use, the reason i bought it was for agift and know i have a $100 gift card sitting there for 90 days and not able to use it , this is just not fair. are they going to pay you interest on the card for it just sitting there

Sincerely,

*************************
Business Response
Date: 07/02/2024
The subsequent complaint from ****************** was reviewed and we can confirm we have received information that their concerns have been addressed.

Kind regards,
Peoples Payment and Cards
Initial Complaint
Date:16/01/2024
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.
So I got 2 cards from ******** and have 2 complains now 1. Physical card I bought a physical ******** reloadable card on Jan 14th **** . Before purchasing I validated from the merchant that its reloadable card and even read the instructions on the back of the card stating post registration it can be reloaded (Printed clearly on the card that it's reloadable).While trying to reload it from ****** it failed and I contacted customer service for that on Jan 15th. I was told the physical cards are no more reloadable and I need to use digital card (which I already have).I paid $9.95 as activation charge for this physical card with $20 of initial load. It totally doesnt make sense for me to spend $9.95 just to get $20 gift card. It was purely a misrepresentation by the merchant as well as information printed on back of the card.I asked for my refund and they advised me to send email on which I never got any response.2. Digital Card I got ******** digital card from their app and loaded $20 funds to use. I used first time at ********* for $8.15 and was debited directly for entire card amount of $20. ********* did provide me a receipt indicating exact bill amount. I called ******** where they refused to provide any info and even did not let me speak to any supervisor.Now in total, I got $41.8 ($20 balance on physical card, $9.95 service charge for physical card claiming it as reloadable, $11.85 remaining on digital card).I do not want to deal anymore with this company and requesting intervene to get my money back and cancel all my account with them without any charges.
Business Response
Date: 22/01/2024
?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 their concerns.

Kind regards,
Peoples Payments and Cards

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Peoples Payments and Cards, part of Peoples Group is BBB Accredited.