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:18/08/2023
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.
The "perfect gift" **** gift card was purchased on Jul 23, 2021 card # **************** exp 06/24 with the initial balance of $50 Checking the balance on Aug 17, 2023, it is $14 remaining due to $3 month "maintenance" charge As the recipient, I do not expect to check the fine print until I use the card.The resolution would be to credit the missing $36 to the card
Business Response
Date: 25/08/2023
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
Initial Complaint
Date:14/08/2023
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 registed the ******** account and tried to apply for a reloadable ******** digital card but was rejected, saying they cannot verify me. And I tried many times, the problem still exist.I'm just a normal residence holding a valid study permit and live in BC, ******.My husband and my classmates can apply for the reloadable ******** digital card. And I'm not sure why I cant have it.I called the customer service and they are not helping.I need People's Trust to fix this problem for me. And let me have my reloadable ******** digital card.
Business Response
Date: 23/08/2023
Upon reviewing ********************* complaint, it was determined that we require additional information for their case.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 29/08/2023

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.
I can provide any infomation the company needs, but they didn't request for any, please let the company contact me and tell me what to do next.

Sincerely,

*****************
Initial Complaint
Date:14/08/2023
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 cashed in my ******** points a few years ago for a prepaid gift card. The cash value on the card is 750 CAD. The card also has an expiration date on the front which was 10/21 and fine print on the back of the card that says "a monthly maintenance fee of 2.95 will be charged beginning the month following expiration". The card also has a number on the back to call for any inquiries. After calling the number, I was told the card was no longer valid, the balance was no longer honoured by People's Choice Company, the agent denied the fine print on the back of the card regarding monthly maintenance fee and said a complaint would be lodged with their department and I should call back after 3 business days to follow up. After 3 business days, I called back and was told there was no record of my call and no complaint was entered so I would have to contact their complaints department and go from there. I should also add that I contacted ******** and they claim that gift cards do not expire and ********** (their logo is on the card) and they claim they have no responsibility for the issues and that People's ***** only uses their technology hence their symbol on the card. After lodging a complaint following the steps listed on their website I received a poorly worded response saying that their team had reached out to me with a "final letter" (which they didn't) and said I should call the number on the back of the card if I had questions.
Business Response
Date: 21/08/2023
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:14/08/2023
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 got $200 ******* prepaid card (issued by Peoples ************** as birthday gift. Apparently, it wasn't activated properly. ******* took over 30 days to investigate. It's been 15 days since they told me new card is on the way but nothing has been received. ******** care is horrible. What are they doing with $200 they are holding tight now? If like to be reimbursed for the interest on this amount as well.
Business Response
Date: 18/08/2023
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: 22/11/2023
The consumer contacted BBB and stated the complaint has been resolved.
Initial Complaint
Date:26/07/2023
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.
They offer reloadable Mastercards but they are not reloadable, instead the funds are transferred to a digital online card for online purchases only. I requested a refund and they will not return all of my funds, I have been charged $16.45 for processing a cheque that will arrive in 45 days. These cards are misleading and false advertising and should be removed from shelves.
Business Response
Date: 03/08/2023
We have reviewed the complaint from Mr. ***** Based on our initial review, our team has reached out to Mr. **** further to have him submit the card information. We will proceed with the investigation once the information has been received.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 09/08/2023

Complaint: 20379014

I am rejecting this response because:
No attempt to contact me has been made.

Sincerely,

**** ****
Business Response
Date: 18/08/2023
We can confirm that an email was sent to him on August 3rd, 2023 asking for card information. It was sent to his e-mail address listed in his customer complaint information. Another email was sent to Mr. **** on August 18 requesting for the card information.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:19/06/2023
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 purchased a $300 **** prepaid card with an activation of $9.95. I never used the card however there were already two charges on the card: $224 for a massage in a city I have never been to and a $3 monthly service fee. I am told that since the transaction of $224 was made over 60 days ago I can't dispute it. To me this response is unacceptable.
Business Response
Date: 28/06/2023
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: 29/06/2023

Complaint: ********

I am rejecting this response because: the situation was not resolved.

Sincerely,

*****************************
Business Response
Date: 05/07/2023
The subsequent complaint from ***************************** was reviewed and we can confirm that we have sent them our final response in writing.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:01/06/2023
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 received a **** gift card issued by The Perfect Gift. I went to use it and discovered the card was declined. Tried to check online via my home computer but my virus software warned that their site was phishing site. So i tried to phone and their automated message said I would be charged for the call. Accessed their website again via my phone to discover that they had been removing $3 monthly as a service fee. There should be no fee charged to the gift recipient for this gift card. The entire amount of the card $50 was used in service fees. This information is hidden within the 'contract'. Why would the recipient of a gift card look at the terms of a contract? In my opinion its a disreputable company and **** should not have their name attached to this company in any way.
Business Response
Date: 05/06/2023
The complaint from *********************** was reviewed. We can confirm a response was sent to them in writing and that a resolution has already been offered.

Kind regards,
Peoples Payment and Cards
Customer Answer
Date: 08/06/2023

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:25/05/2023
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.
On feb4 and feb6, 2023 i purchased $75 3pk of ******* prepaid **** giftcards, totalling $150 plus taxes plus an activation fee for each. I kept the activation slip provided from vendor. Both purchased from same ****** * convenience store. Within days knew cards did not activate and i called the store where i purchased them and was told i had to contact *******Prepaid. I called the number on back of card and gave my contact info along with the problem. Originally i was given a case number for each transaction but later they combined both under the case #********. I provided my ID, pics of ********************** front and back, pics of each activation slip. I was calling regularly to check status, eventually email asking for more info, i replied with the address and phone number of the ****** * *****. After 2 weeks email asking for store receipt, i contacted store manager who provided me with a transaction log for each purchase, highly detailed with all the information required just not formatted in the typical store receipt style. I sent it to the e-mail provided to me by the helpline, ******************** Have not rectified situation, they do not reply to my email, the helpline tells me the same thing repeatedly, which is they will prioritise my case and tell me i will receive email within 48hrs. Its been almost 4 months and i just want the cards to be activated so they can be used, i paid for them. Since purchased i called the helpline +40 times and keep getting same result, please help me.
Business Response
Date: 01/06/2023
This is to acknowledge the complaint from ****************. A thorough investigation has been completed and based on the results, we can confirm that the issue was resolved.
Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 26/06/2023

Hi, thanks for all you have done, it's greatly appreciated. I think you should be aware ******** ****** contacted me immediately and said their mistake and new cards will be shipped to my address. Approximately a week later there is a large envelope in my mailbox, upon opening I see 3 cards and a letter stating my case number they gave me and a paragraph stating each card is preloaded to $25 each and to call their helpline to activate. Well I was wanting compensation for the full $150 that I spent on their product, not $75. I described in detail in my original complaint how I made 2 transactions and originally was given 2 case numbers by them, which they then decided to put both incidents under one case number. I have all emails between them and myself, it was during a call to their helpline the *** decided to condense the 2 incidents under one case number. I feel like they do this on purpose hoping the shorted consumer would tire of the situation and go away, just like how they dragged it on for 4 months with zero progress, then I contact BBB and literally the next day I receive notice my case is resolved and they are mailing out cards. I wonder how many people have had similar experiences but lacked the persistence to follow through, I know I almost gave up. Again, thanks for your good work, at least I received half my money back
Business Response
Date: 04/07/2023
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
Initial Complaint
Date:15/05/2023
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.
People's Trust Company is contracted by **** to issue/service their gift cards. I got some **** gift cards with points last year. I used a gift card for part of a purchase and then used another gift card for the rest of the purchase. I had to return what I bought and the cashier put the refund all on the same card. People’s Trust then froze my gift card as the refund did not match the purchase. Fast forward to this year, when I tried to use the card and it wouldn’t work. I contacted People’s Trust and they said if I sent them proof of the purchase (that is was me and legitimate) that they would unfreeze the card. I sent them the documentation on April 21st and it has been weeks and many calls and countless hours of being passed around and nobody has unfrozen the card. I cannot believe that **** even associates themselves with these crooks. They outsource their customer service to the Philippines where the calls are choppy and cut in and out and nobody can help with anything, just to e-mail another person and they promise to contact you within 24 to 48 hours. I have yet to be contacted. I have spent hours on the phone, trying to get answers. The card has $581.62 on it which is a lot of money and they keep giving me the run around on when I will have the card reactivated.
Business Response
Date: 24/05/2023
The complaint from Ms. ***** 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

Customer Answer
Date: 24/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. The end result is that I have my money back, which is what was requested on April 21, 2023. That being said, it should not have taken over a month for this to be rectified and should not have taken hours on the phone, yesterday's call alone took 3 hours and 59 minutes of my time, which is simply unacceptable. There are no live managers to escalate to, only done through e-mail and there is no communication back from the company. I hope that they tighten their customer service practice as their company should respect their customer's time. I have also made ******** ******* aware and will be escalating it through their channels so that they know what could happen to their customers should they keep using this company to facilitate their gift card business.

Sincerely,

******** *****
Initial Complaint
Date:11/05/2023
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 four $100 ******* prepaid cards issued by Peoples Group on Nov 17 2022, but after purchasing I found that none of them were valid. So I contacted customer service and opened a case(#********) On Nov 23. After a while 2 of them are activated and I used them without problems, but the other 2 were still invalid. Since then, I have contacted them multiple times but every time they told me to wait either 24-48 hours or 5 business days. But I never got this issue solved.

In March, I contacted the Peoples Group complaint department and opened a case (*****************) and the agent said I should get a response within 4-5 business days, but like before I never heard back from them even though I tried to contact them multiple times.

Under this circumstance, as I have waited an extended long time, I feel like my case will never get solved. So I'm looking for help from BBB, please look into my case.

I attached the receipt and the 2 cards, you will see the marching cards numbers from the pictures. If you need further info, please let me know. Thanks in advance.
Business Response
Date: 15/05/2023
This is to acknowledge the complaint from Mr. Wang. A thorough investigation has been completed and based on the results, we can confirm the issue has been resolved.

Kind regards,
Peoples Payments and Cards

Customer Answer
Date: 23/05/2023

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,

***** ****

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