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:09/01/2024

  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 pre-paid Mastercard from SecureSpend issued by Peoples ************* for an amount of $200, after having the card and making several small purchases for $10 or $20 approximately I went online to check the balance at the securespend website securespend.com where it asked to me to enter my personal information and the card information to proceed with the enquiry, I filled the web form as required then selected OK or continue at the bottom of the screen, the next web page failed to load and I received zero results for my enquiry. Not having time to try re-entering the information because I was was busy I left proceeded to do errands then went to the gas station and attempted to pre-pay for gasoline for my truck with the master card for a small purchase like $20 maybe, I cant remember exactly how much but it was small amount, knowing I had approximately $150 remaining on the card as an rough estimated on previous purchases, the transaction was declined, I was shocked. I immediately called the phone number on the back of the card ************** for customer service to find out what was wrong. The call taker stated that my balance was approximately zero dollars, I was surprised and asked how that was possible, she started going through the transaction history listing my previous small transactions, then came to the last transaction that was large and was for an online food or catering service based out of ***** (I believe is what she said it was), it was a pre-authorization, not a completed transaction but she said the funds were on hold and would be for 7 days I think, I was shocked and stated that I did not make authorize the pre-authorization and requested that she reverse the transaction immediately, she refused and told me that she couldnt reverse the transaction and that I would have to wait a pre-authorization waiting period of 1 week and see if the vendor themselves would then complete the transaction and finalize the sale or if they would if they would cancel the pre-authorization and return the funds to my account. It was a fraudulent transaction, one that I didnt authorize and one that basically took all the remaining funds available on the card in one purchase, and it was an online transaction to a third world country for a food/catering website (I believe) that Id never heard of and I was in ******, I didnt order any indian food from ******* *******. The only time I put the Mastercard information online was one time, to check the balance at securespend.com earlier that day. I told her that I didnt recognize the website for the Indian food and that the only time I entered the mastercard info online was on the securespend.com website earlier that day then explained what happened when I visited their website, she refused to assist and reverse the pre-authorization despite my repeated attempts at persuasion and stated that I must wait the waiting period to see if the pre-authorization would expire or if the transaction would complete and the funds would be extracted. I was in disbelief. I time would have been right then to reverse the fraudulent transaction not in 7 days after the funds were officially gone. She stated that after the 7 days passed if the pre-authorization wasnt reversed by the vendor then I would have to submit a request to them to escalate the situation and it could take another 30 days after that to return the funds after investigation, I was furious. 5 weeks to get my money back, it was only a $200 pre-paid mastercard and it was all the money I had, I needed that money, I still do. That was in on August 8-2023 its now December and I still dont have my money back, theyve lost my file, when I call in to follow up and give the card number they enter it in and tell me the card was invalid or never activated, I have the receipt from the purchase of the card showing that I bought and paid for the card and activated it for $200, I told them that they keep telling my they have to initiate another investigation, again and again. Its not resolving with securespend. Additionally I own a company and can write off the purchases I make with the **** through the receipts but I need the transaction history as well from the card incase of an audit, they have no records of the card at all. I went back to the corner store where i bought the card saying that they were selling cards for bad vendors asking for assistance claiming a refund, they declined to take action at all, despite that I still have both the card and the original receipt. I dont know what to do, could you please help me get my money back and reprimand the vendors involved so that other dont have the same trouble I have. The securespend card has the Master Card name on it, Id hope to get Master Card quality service with it, I didnt. Securespend looks bad, Peoples ************* looks bad, Master Card looks bad, the corner store looks bad, and I will be contacting the fraud agencies and local police services reporting violative actions by all 3 companies, an attempt to resolve this issue in a timely, effective manner is mandatory, I expect immediate action, for if the roles were reversed and it was I who owed securespend or Master Card money they should expect the same from me.

  Customer Answer

  Date: 09/01/2024

  I am revising the requested resolution of my complaint, please contact the card issuer with my concerns and have them resolve the issues I am having according to applicable Federal and Provincial Laws and Legislation, as well as provide compensation reimbursement to the maximum allowable extent, according to applicable Federal and Provincial Laws and Legislation, 

  Customer Answer

  Date: 09/01/2024

  Id like the to clarify my request for resolution and request that the card company respond to and resolve my concerns according to applicable Federal and Provincial Laws and Legislations to the maximum allowable extent, 

  Customer Answer

  Date: 10/01/2024

  Id like to revise my complaint and request that the card issuer return my lost money back as soon as possible please, 

  

  Business Response

  Date: 19/01/2024

  This is to acknowledge the complaint from ********************. He was sent an email on January 9th, 2024 for him to submit card photos to assist. It was determined that he is still required to submit this information for their case and was provided instructions to resolve his concerns.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 19/01/2024

   
  Complaint: 21066840
  
  I am rejecting this response because:
  I sent a email on Jan 9 of both the card and the receipt, please my attachment it is a screenshot of the original email, 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 30/01/2024

  The subsequent complaint from ************************* was reviewed and we can confirm that a final response was already sent to him in writing.       
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 31/01/2024

   
  Complaint: 21066840
  
  I am rejecting this response because:
  The response I was given was not in accordance with ******** laws and legislation 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/02/2024

  We can confirm that the subsequent complaint from ******************** 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.
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 13/02/2024

   
  Complaint: 21066840
  
  I am rejecting this response because: I have not yet received a response to the complaint despite the fact that they are saying they escalated the complaint 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 20/02/2024

  We can confirm that ******************** was contacted and was required to supply additional information.
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:11/12/2023

  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.

  16 months ago I had let **** girlfriend use my card when she took more than I expected I canceled the card the next day she tried using it again and it didn't work this is when she tried calling in using my info to get my card unlocked, in turn they locked my card , that was 16 months ago I've spoken to supervisors and they are not giving me any form of resolve ,I still have 2902.20$in my available balance in my pre paid ******** ********** and they are not letting me access my funds or provide me with any option to recover my funds

  

  Business Response

  Date: 19/12/2023

  This is to acknowledge the complaint from **************. Upon reviewing their complaint, it was determined that they were already informed that additional documentation is needed to complete the investigation. As of this writing, the additional documentation has yet to be submitted. 
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 23/12/2023

  
  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:07/12/2023

  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.

  I signed up for **** tv and internet services approximately March 27, 2019. Part of the inducement to sign up was a $100 **** gift card as provided by **** ***** ******* (see attached images). The expiry date is 12/2023. I diarized in my calendar the expiry date, and with expiry pending I sought to spend my remaining balance. The card no longer works and should have approximately $80-$90 on it remaining based on the logs I maintained. I called the number on the back of the card for assistance which directs to **** ***** ******* support (as the website on the back no longer works) and they had no access to the records to look up the remaining balance and couldn't offer any support for the card. They advised that **** took the business away from them a couple years ago and as a result no longer had access to the records, and couldn't (or wouldn't) provide support for any **** gift **** prepaid **** cards that they issued on behalf of their client ****. They said I would have to call ****. I did call **** and **** said they are not a financial institution and that they can't help me, and suggested I call **** ***** again. I would like **** ***** to confer with **** and jointly determine the spending history on the card, provide me the actual balance prior to expiry, and ensure that it is functional (I did a test transaction of $10 this week that didn't work). If they can't provide the above, I would like a replacement. The contact at **** is Luck (he only provided a first name) and his number is 855-940-1914 and he is a part of the "executive office for client relations". He claims there is no higher level of customer service in **** other than his lateral colleagues. Please sort this out with **** so I don't need to go back and forth, and then reach out with a resolution.

  

  Business Response

  Date: 30/11/2023

  Good afternoon, 

  Client was contacted and was provided with the proper number and name of company to call to rectify his concern. 

  Customer Answer

  Date: 30/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company you put me in touch with couldn’t help and claim the card was never activated despite me having an email confirming the activation from the time of activation.  I think you need to speak to them and sort this through rather than push this back onto me.  Bottom line is you issued the card and it isn’t working.  It’s not my concern if you’ve sold the business, I’m the consumer/customer and would just like a functional card.  These are too many hoops, as the issuer you should have my back and sort this out on my behalf.  That would be proper customer service.  You aren’t denying there is an issue with the card you issued, but you are washing your hands of it.
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 01/12/2023

  Hi there, 

  Client's concerns are with People's Trust Company and are to refer any issues there as it is not a product or service we can assist with. 

  

  Business Response

  Date: 17/12/2023

  This is to acknowledge the complaint from Mr. ******. Upon reviewing their complaint, it was determined that we require
  additional information for their case. A response will be sent once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 18/12/2023

  
  
  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 and is now resolved.
  
  
  

  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:06/12/2023

  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.

  On 2nd January 2023, I noticed an error transaction that removed all the money ($98.28) from my ******** reloadable card on Dec 6, 2022. I have been in contact with ******** through ***************** but yet to receive a resolution. ?The support person just keeps mentioning waiting for the next app update to request a new reloadable card and then they will transfer my funds to it. ??This has been ongoing since January 2nd, 2023 and several app updates later I still cannot request a new card nor have my funds returned. The old card with the error has even disappeared from my account now.??I have another friend that experienced the same issue told me that he was able to get his old account with the error deleted and then he could create a new one and request a new card. I requesting the same - to please delete my account so that I can recreate and request a new reloadable card and have my money returned.

  

  Business Response

  Date: 13/12/2023

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

  Customer Answer

  Date: 15/12/2023

   
  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:28/11/2023

  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 was told by **** that People's trust is responsible for refund for the prepaid ******* **** card in attachment *****ulent. I sent emails to People's group no response redirected me to a site ******************* which asked for drivers license (***** possible) for new card.I purchased on Saturday a **** prepaid card and was informed it was regulated by People's trust in terms of distribution.I have personally been extremely affected by the process I've been through and expect resolution. I have followed the steps indicated on their website in contacting franchise they said no reimbursement call company responsible.Seeing as I maybe compromised all my personal information in calling the number on card for assistance in receiving a refund I am duly stressed if the card in it's whole is *****ulent.When contacting the number on the card I was given a case number and a email address after giving very extensive personal information.I have contacted police and government because my personal information was compromised and victim of not having funds refunded to me by merchant at the store. The total amount lost was 125$ on card plus activation fee of 6.95$ that I want re-imbursed promptly with no delay because said funds on card were for a purchase I need to make shortly as a gift at Christmas time. The consumer chain is ****** **** and the ****** **** that sold the card was ****** **** 225 on ********** in ****** ******** in ******. Information of the store itself is provided on the receipt in attachment. The feeling of potentially having my identity stolen and funds not replaced has me very upset. I feel that if at least I save one person from the ordeal I went through and there is accountability I have done my part. The **** in attachment shows the *** code written in ink and **** customer service said People Trust ******************** for compensation and making them aware of this problem. Please investigate the information provided and give me feedback on compensation.

  

  Business Response

  Date: 06/12/2023

  We have reviewed the complaint from ****************. An investigation was carried out and as part of the resolution, a replacement card is being mailed to *****************
  

  Kind regards,
  Peoples Payments and Cards

  
  

  Customer Answer

  Date: 06/12/2023

  
  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. I will wait to receive the card which has yet to arrive.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/01/2024

  Hello,
  
  I have received a new card as promised from People's Trust Group however when attempting to activate card it does not work this on the online activation. I called the number indicated on card and they claim funds are on the previous card which  also is unable to be activated. I find myself with two cards appearing *****ulent and no funds as promised from People's Trust to resolve the complaint. I have sent in attachment the card as received and it may be validated that it cannot be activated. I observed as well that the Dove on the front of the card is not a hologram as usually seen in legitimate cards. I am extremely frustrated and would like this updated in my complaint at 
  *********************************************. hopefully all this will forwarn other people from purchasing their cards. Please review attachments and contact me for resolution to this matter. If further information is required please let me know.
  
  Regards,
  
  ************************;

  

  Business Response

  Date: 23/01/2024

  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

  Customer Answer

  Date: 25/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received funds promised.

  I have two cards that are inactive with no said funds available, these have been sent already in attachment. This can be verified on the site for verification of funds on card. If not rectified I would like my correspondences to be public on People's Group link with BBB.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/02/2024

  The subsequent complaint from ************************* was reviewed and we can confirm that a response was already sent to her in writing.       
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: No said letter was sent just an inactive card in attachment that can be verified inactive. 

  The previous card is also inactive as the second cannot be activated by their site. Feel free to post comments on this complaint on their website.
  
  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 Payments and Cards

  Customer Answer

  Date: 08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: no replacement funds were provided by People's group. The proof are in attachment neither card can be activated on their website prepaid*******.com. site too activate card. Their responsibility as distribution of cards too assume funds not refunded.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 21/02/2024

  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

  Customer Answer

  Date: 27/02/2024

  
  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:23/10/2023

  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.

  I have been issued a virtual credit card through Peoples Trust ******. The card can only be accessed through payaccount.io.At this point, the company has refused to provide a refund for two different transactions from two different reputable businesses who have both provided proof that a refund has been completed successfully on the merchant end, including providing transaction numbers. When I try to contact card services, they insist that refunds were declined by the virtual card, but cannot explain why. No one can provide proof of the declined refund, no one calls me back, no one responds to emails, when I call they insist there is no manager or supervisor I can speak with. They are trying to tell me that two different companies are the problem, and it certainly could not be just them, the one common denominator. At this point, I am owed a total of $294.66. The virtual card is scamming me out of money, and are completely impossible to deal with directly. I am unable to reach anyone at Peoples Trust ****** or ********, both of which are associated with this card.

  

  Business Response

  Date: 01/11/2023

  This is to acknowledge the complaint from ****************** was reviewed. Upon reviewing her complaint, 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

  Customer Answer

  Date: 02/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: the further information you are saying is required is not outlined. What do you want submitted and in what method/to whom?

  This has, clearly, been an ongoing problem that consistently and continually gets dumped on someone else. Your response is following exactly the same pattern. 

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

  

  Business Response

  Date: 02/11/2023

  Emails were sent to ****************** on October 24th, 2023 and November 1st, 2023 asking for the front and back card photos. Based on their response, we reckon these emails may not have been viewed yet. In order to move forward, we are required to investigate with the following requested information:
  
  1) Photos of the prepaid card:
  FRONT For security reasons, please do not include your full card number. The card number should be supplied by providing the first six and last four digits only. (Please mask the middle digits.)
  BACK Please mask the 3-digit CVV/CVC code. (The 3 digits beside the signature panel)
  2) Information about how the card was obtained (name of retail store, location, Proof of Purchase/receipt, card packaging)
  3) Photo of the receipt and card packaging (if available).
  4) When did you first attempt to contact the **************** line (toll-free number on the back of the card)? Please provide the date and name of the agent (if known). If you were successfully able to speak with an agent, please provide a summary of your discussion.
  5) Any additional information that you would like to share regarding your complaint.
  
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 07/11/2023

  
  Complaint: ********
  
  I am rejecting this response. To begin, is there a reason someone cannot just call me to address all of the things you continue to require?? This has been going on since September 30. The service is completely terrible. The only reason I am getting any response whatsoever is because of filing with BBB and even then, the run around is continuing. 
   **************
  
  
  1) Photos of the prepaid card:
  FRONT For security reasons, please do not include your full card number. The card number should be supplied by providing the first six and last four digits only.
  BACK Please mask the 3-digit CVV/CVC code.
  
   **Shared below and was already shared before as well 
  
  
  2) Information about how the card was obtained (name of retail store, location, Proof of Purchase/receipt, card packaging)
  
  **This has already been shared as well. The card was issued from ********** in ****** as a warranty claim for a product purchased. I dont see why you would need a receipt from ********** for this. This just seems like yet another excuse to delay the process here. The problem is with a refund from Lululemon, proof of which was provided in emails directly to you, to Pay Account AND in previous BBB correspondence.
  
  
  3) Photo of the receipt and card packaging (if available).
  
  **What receipt?! The one I have already shared??
  
  
  
  4) When did you first attempt to contact the **************** line (toll-free number on the back of the card)? Please provide the date and name of the agent (if known). If you were successfully able to speak with an agent, please provide a summary of your discussion.
  
  **I have called Pay Account more times than I can count and I did not keep a call log as I should not have had to. I have never been able to get in contact with a soul at Peoples Trust despite many attempts. Again, is there a reason no one is able to just call me?? **************
  
  
  5) Any additional information that you would like to share regarding your complaint.
  
  **Please. Call. Me.  ************** There is absolutely no reason why this should be taking so long to resolve.  
  
  
  *****************************

  

  Business Response

  Date: 25/11/2023

  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

  Customer Answer

  Date: 28/11/2023

  
  Complaint: ********
  
  This response can only be accepted if the return of funds actually happens. 
  I received a message on October 26 that indeed an error on your part occurred and the refund would take place, but I am told I have to wait ***** days . Given that this originally took place on September 30, this timeline is beyond what should be tolerated.

  
  Sincerely,
  *****************************

  

  Business Response

  Date: 10/12/2023

  We have reviewed the subsequent concerns of ****************** and a response has since been provided to her in writing.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 31/01/2024

  The consumer contacted BBB and stated the complaint has been resolved.
  

• Initial Complaint

  Date:18/09/2023

  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.

  On August 8, 2023 i purchased a 3pack of $25 dollar prepaid vanilla cards for $75 with an activation fee of $8.95 and applicable taxes, upon returning home and waiting over an hour i checked online and found that the cards did not activate. I then called the helpline provided on the back of card and described my issue and was given the case #********, then later i was asked to submit pictures of receipt, ID, front/back of cards, which I then submitted. Then there was no other communication, other than the company asking for the same information i already sent and another email that was blank. I made a few inquiries asking if i sent adequate info but received no response.

  

  Business Response

  Date: 22/09/2023

  The complaint from Mr. ****** was reviewed and we can confirm that a response was already sent to him in writing.       
  
  Kind regards,
  Peoples Payment and Cards

  Customer Answer

  Date: 27/09/2023

  
  
  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:07/09/2023

  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.

  On August 1st I purchased two $200 ******* ****** **** gift cards from ******** Both completely sealed in hard plastic packaging. The same day when I attempted to use these gift cards both cards were declined. I called customer services immediately. They could see that my cards were purchased that day but said that I had made a purchase with one card for the full amount in June. I assured them that wouldn't be possible since I only bought the gift cards that same day. Their reply was to ask me again if I used the card I purchased that day in June. The other card they couldn't tell me why it wasnt working just that there was an "issue". Despite the fact I told them I required the money to purchase groceries for my family they said that I would have to file a claim with their ***** department and that it would take a minimum of 30 business days. I have had horrible customer service. No one can give me an answer on when I will get my money back. They are withholding my money despite sending proof of purchase. I want my money returned, including the $6.95 activation fee for each card as well as an additional $100 for each card for having to spend several hours speaking to their customer service and being put on hold for over two hours on one occasion for them to hang up on me because they couldnt tell me when I would get my refund.

  

  Business Response

  Date: 15/09/2023

  The complaint from **************** was reviewed and we can confirm that the card mentioned is now activated and that the issue has already been resolved.
  
  Kind regards,
  Peoples Payment and Cards

• Initial Complaint

  Date:25/08/2023

  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.

  On June 29, 2023 I purchased a ******* Prepaid ***** Later that day I attempted to activate it. To my surprise, it did not work. I was told to submit documents to proove the purchase occurred and where it occurred. All documents were submitted on July 5. On August 8, I called to find out what was happening with the refund. They said all documents were received and I would be emailed the next day with an update. 3 weeks later, there is no update. I called again today and spoke to a customer service rep who told me I would have to wait, possibly up to 90 days...maybe longer. After carefully examining the fine print that comes with the card, I see no such warning that the card could malfunction or no warning that it could take 3 months to get my money back if it does. Back in May 2022, the same thing happened. It took 30 days and they sent me a new card. There should be a warning with everyone one of these cards that they could malfunction and if they do, you may need to wait 3 months to get your money back. This is ***** and this companies practices need to be examined closely as I feel this is a common occurrence. It must be, as I've bought 3 of these cards in 2 years and 2 failed to activate.

  

  Business Response

  Date: 29/08/2023

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

• Initial Complaint

  Date:22/08/2023

  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 my daughter a pre paid ******* **** card for christmas. 250$Within several days it was compromised at 4 am in the morning. She called and was given a ticket number ********. We showed proof of activation. It has taken several months for them to say they have investigated and are denying our claim

  

  Business Response

  Date: 28/08/2023

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

  Customer Answer

  Date: 28/08/2023

  
  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.
  
  **************************************************