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:17/04/2023

  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.

  Okay so my wife was to receive a direct deposit from the government of Alberta for an affordability benefit payment that we desperately need her name on the deposit was different from when she set up the account they asked for proof of her name change and gave us until 1pm EST we did all that way before 2 hours before or so at least they have not responded and now they have sent that money back we have tried to contact them every way they gave us no response since we sent everything they well not respond very gross mishandling of customer service n we are already struggling this needs to be changed every other bank has an acceptable way to contact them this is not

  

  Business Response

  Date: 27/04/2023

  This is to acknowledge that the complaint from Mr. ****** was reviewed. Based on the information provided, Mr. ****** is not authorized to receive card information as he is not the owner of the card. The complaint must be submitted by the cardholder (in this case: his wife). Peoples Payments and Cards upholds the organization's Privacy Policy and Mr. ****** is a third party as he identified himself as such.
  
  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 27/04/2023

  
  
  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:12/04/2023

  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.

  1. I bought 4 ********************** prepaid cards on Feb 18 2023 . Later, I found out I could not use them. First, I checked the balance online and found out 3 cards were used in December 2022. Very strange since I just bought them in the morning. One card had no record. I called the 800 number and was told that 3 cards were used in Dec 2022, the same thing I figured out myself. Regarding to the 4th card, she said the card was never activated and that was why it could not be checked online. 2 cases were open.**** ****: For the 3 cards used in Dec ********* ****: For the card which is never activated.I was promised that I would get an email to tell me which steps to take afterwards within 5 minutes. However, it never arrived.2. I called on Feb 19. I was told I had to email them first, which I did as advised.3. I called on Feb 23 to follow up since nothing was received by email or phone or mail. I was told that I should wait for 3 weeks to follow up.4. On March 4th, I got an email and said a form was to be filled. The form was mailed out electronically on the same day.5. I called on March 14. Nothing to update.6. I called again on March 20. Nothing to update.7. I called again on March 27. Nothing to update.8. I tried to call again and again but hard to find a person to speak with. Today, I was able to speak with an agent after being held for hours. I was told it took 45 to 90 days for this to be resolved. OMG!The fact is ******* clear. 3 cards were used before my purchase. 1 card was never activated. It is very strange that it can't be resolved easily and quickly. I had the feeling it could never be resolved with the help from BBB.I want a full refund of those 4 cards. I don't want to work with this company any more.

  

  Business Response

  Date: 20/04/2023

  The complaint of *********************** was reviewed and a thorough investigation was performed. We can confirm that the issue has already been resolved.
  
  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 21/04/2023

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

  Please see the attached email. That is all I got.

  There are 2 cases open. The 2nd case is resolved, but not to my satisfaction. I was told the card is activated with $100 balance but that was not what I expected. I requested a fully refund. The other party just activated the card with the $100 balance. The card image, including numbers, crc code, expiration date was emailed to several parties without any secure measurement. It's not safe for me to keep a prepaid credit card any more.

  However, I had to accept it since I could not reach the other party. I hate it. The email is never returned. I can't call to talk with the right department at all. It takes hours before I am able to talk with an agent but that I am not able to get anything useful. Yesterday, I used it to pay ****, even though I don't owe **** anything now. I just don't want to keep a prepaid card whose information is no longer secure.

  I am still missing $300. I paid $300 + $5.59 * 3 + tax = $320.17 for the transaction. I want to be refunded with a cashable cheque. I heard nothing from the other party. The case number is **** ****.

  I want my money back: $320.17.

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

• Initial Complaint

  Date:07/03/2023

  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.

  Dear ***/*****,I am writing this letter to file a complaint against People's Group, a financial institution where I have been a card user for almost a year. Last December, my card was blocked without any prior notice or warning, and despite numerous attempts to resolve the issue, it still remains unresolved.During my multiple interactions with the customer service representatives of People's Group, they have admitted that there was no wrongdoing on my end, and the card blockage was due to a system error on their part. However, even after acknowledging the mistake, they have failed to provide me with an alternative solution to resolve the blocked card issue.Moreover, during these interactions, I have experienced unprofessional behavior from some of the customer service agents. In one instance, an agent used rude language to degrade the seriousness of my card issue, which was very disrespectful and unacceptable. I have recordings of these conversations, which I can provide as evidence.As a result of this unresolved issue, I have suffered significant financial damages, and my credit score has been negatively affected. I have also faced mental and emotional stress, anxiety, and frustration due to the lack of resolution and unprofessional behavior from the customer service team.Therefore, I request your immediate intervention in this matter to ensure a fair and just resolution. Specifically, I seek your assistance in:Resolving the blocked card issue as soon as possible.Providing appropriate compensation for the financial damages I have suffered.Taking necessary measures to ensure that such unprofessional behavior from customer service representatives does not occur in the future.I hope that you will consider my request seriously and take the necessary steps to help me resolve this issue. I look forward to hearing from you soon.Sincerely,*******

  

  Business Response

  Date: 16/03/2023

  This is to acknowledge the complaint from Mr. ***** We have been working closely with Mr. **** and it was determined that he was provided instructions to resolve his concerns.

   

  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 24/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am still awaiting the arrival of the replacement reloadable card that was promised to me. Without this card, I am unable to use the service, and the current solution provided is not acceptable.
  
  Additionally, I have incurred extra expenses by purchasing additional cards while waiting for the reloadable card to be fixed, and I have not received any solutions to address these expenses.
  
  I would appreciate your urgent attention to this matter and request a more timely resolution. Furthermore, I would like to discuss compensation for the inconvenience and additional expenses incurred due to these service issues.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/04/2023

  We can confirm that we have reached out to Mr. **** to address his subsequent complaint. 

  Kind regards,

  Peoples Payments and Cards 

  Customer Answer

  Date: 11/04/2023

  
  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:21/02/2023

  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.

  Recieved Two ***** *********** as gifts and used ************ to check the balance and had the money already stolen off these, meaning people are putting money into these cards and not getting what they paid for.

  

  Business Response

  Date: 01/03/2023

  Upon reviewing ******************** complaint, it was determined that he was required to submit additional information for their case. 
  
  Kind regards,
  
  Peoples Payments and Cards
  
  

• Initial Complaint

  Date:20/01/2023

  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 have been dealing with this company for several years with just one other issue up until now which was resolved quickly. Service has been great. In December 2022 I had noticed that all of the funds were removed from my (********) account with a 'HT system load error' statement. I emailed about this on December 15 and received a reply fairly quickly stating (from P. R**, Customer Service); "This is a system glitch we are trying to resolve this issue ASAP. Let me know if you are in need of money will send you a refund check" ... I did not need the funds at the time. I have since emailed again on January 4, 11 and 17 with no response received. No other update has been received. The funds remain gone from my account and I cannot use the account.

  

  Business Response

  Date: 08/02/2023

  This is to acknowledge that we have received the complaint from ****************. In order to resolve his complaint, an email containing instructions was sent to him regarding the next steps to fully resolve his concerns.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I received an email and a phone call from the company.  What they indicated would happen has been mentioned several times before since my original December email to them.. and still does not resolve my issue.  There's no 'pop up' in my account to request a new card.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 16/02/2023

  The complaint from **************** was reviewed and based on the results of the investigation, a resolution was provided to him in writing.
  
  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 16/02/2023

  
  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.

  NOTE - I had a detailed phone conversation with a representative from the company .. and although my issue is not currently resolved, the company did promise to resolve it asap.  I was given the option of having a cheque processed and mailed to me or waiting for my account to be re-activated.  I chose to wait.   I will give the compay 30 days to fix the situation, if not satisfactory at that time, I will file another complaint.

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

  Customer Answer

  Date: 20/06/2023

  
  Hi ******,
  
  I just received your response to my request to open a complaint.  Complaint *********  This is a follow up complaint to my original, so yes, it is a duplicate.  My prior complaint was closed because the vendor promised to resolve the matter asap.. over 3 months later it has not been resolved.  Please re-open my original complaint as suggested in your message.
  
  Thanks,
  *************************

  

  Business Response

  Date: 28/06/2023

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

  Customer Answer

  Date: 28/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:I have communicated with the company via email (****************)  I was instructed to call customer service to resolve my issue.. I called and talked to some providing all requested info and after a lengthy phone call was told I could not be helped at the time and was asked to call back the next day.  I reached out to **************** again via email about this but did not receive a response.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/07/2023

  The subsequent complaint from **************** was reviewed and we can confirm that a resource was assigned to contact him over the phone to further address his concerns. There were multiple attempts to reach him by phone, however they were all unsuccessful. **************** is welcome to contact us through our toll-free number at ******************.

  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:I have reached out to **************** several times via email letting him know:

  1 - I work in health care at a hospital, I am not available to receive personal matter calls during my work hours - 07:00-15:00 M-F

  2 - I contacted **************** at the number provided, I was told I could not be helped and asked to call back next day.  

  3 - I informed **************** via email again about #2 above - no response

  4 - I was unable to reach a rep on a subsequent call back 

  It's obviously that this company is intent on playing games and not serious about solving this matter.  Please have this escalated to someone who can actually help.

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

  

  Business Response

  Date: 19/07/2023

  Efforts to reach **************** continue to happen, but we have still not been able to reach him. We can confirm that a supervisor was assigned to contact him over the phone to further address his concerns. There were multiple attempts to reach him by phone, however they were all unsuccessful. **************** is welcome to contact us through our toll-free number at ******************.
  

  Kind regards,
  Peoples Payments and Cards

  Customer Answer

  Date: 20/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I contacted the company via the number provided on Tuesday July 11 at 11am.  I had a lengthy conversation with a representative who seemed sincere about trying to resolve my problem.  He was unable to help at the time but told me he would be speaking with **************** and would get back to me via email asap.  I did not receive an email and I followed by by sending an email to **************** on July 18.  I have received no response from **************** or ******* I spoke with on July 11.  Nor have I received ANY phone calls from the company recently.

  This company has been promising to resolve my issue for over 7 months .. each level of contact - **********, ******, **************** - has resulted in NO resolution to my issue. My account is still inactive, the company is still holding my funds.  

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

  

  Business Response

  Date: 28/07/2023

  We can confirm that we have given our final response to **************** regarding the subsequent complaint.
  
  Kind regards,
  Peoples Payments and Cards
  

  Customer Answer

  Date: 10/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:  After a lengthy phone conversation with ****************.. no resolution was found.  He stated that after 8 months, despite being told that the situation was being corrected, nothing has been done.. all of my many connections/conversations with multiple people at the company have been in vain.  They have no idea when or if they can resolve this matter.  He did state that a new account could be created for me but "that would be a huge inconvenience".   Is not calling and emailing for 8 MONTHS already not a huge inconvenience for me?   This company has lied over and over.. my next step is escalation to the *** and the parent company - ****** **** *****.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 18/08/2023

  **************** was already offered alternative solutions but none of those were acceptable to him.  We are committed to make the customer whole. We are currently exploring other options and reviewing its feasibility. 

  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: the company has previously offered no solutions to solve this issue, despite what they say here.  Though since replying, the company has reached out to me and offered a solution to try.. I have responded to their email of Aug 21, 2023.. but have not received a response back.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 28/08/2023

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

• Initial Complaint

  Date:17/01/2023

  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 ******* ***** has entered into a contract with ****** **** to sell their reloadable prepaid **** Cards across Canada. I trusted ****** **** had done their due diligence researching this vendor as a reputable financial service provider here in Canada before marketing their product. Unfortunately l was mistaken in that assumption.
  I purchased My **** Card three months ago on Oct 12th, 2022 from ** ******* ****** ****** **** outlet and loaded $300 onto this card.
  I now have had zero success having any access to these funds after multiple promises to rectify the situation over the last three months. My concern is that the business practices l have observed could be branded as deceptive and fraudulent especially when considering they now have a Crown Corporation actively marketing the financial serve they represent to supply. l may not be alone with this experience. They are unreachable directly to answer for their actions and that is never a good sign!
  No replacement cards have been sent after three verbal and one written confirmation from service representatives that they had been sent during this last three months . l now have another written confirmation the rep has requested a refund be mailed direct to me from the head office. I fear based from experience
  they no apparent intent on refunding it. The company still holds my original $300.
  I do have recordings of all conversations and copies of all emails sent and received.
  Summary of actions: My problems started when l contacted the 888-483-0653 customer service number two days later to ask if they would be sending me a card with my personal name on it as was case with ****** ****s previous Reloadable **** Card supplier. The service rep said l would be charged $10 and l should receive this new card in 10 to 12 days. She cancelled my existing card at that time. l assumed to reload onto the new card in transit.
  No card arrived so l again contacted the service number again and once again they stated they ordered another replacement card to be sent. No replacement card arrived after 7+ weeks.
  The ****** **** service operator finally provided an email direct vendor contact to the ******* ***** as they were having no luck with getting answers from this ******* ***** supplier to address my now cancelled $300 card issue.
  After multiple further emails now to Peoples l was again assured by email that another replacement card "had been sent" that should arrive just before Christmas. Jan 16 today and no such card for the 3rd time. This third card has not arrived after 3 months from original purchase and load.
  Multiple emails and phone conversations with ******* ***** customer service reps produce zero action from this financial vendor. They are unwilling to provide direct contact information to customers. The people they shelter at head office are unreachable by any consumer. Service representatives requests are going completely ignored or *********** answered with false confirmations of actions not actually performed.

  

  Business Response

  Date: 19/01/2023

  This is to acknowledge we have received ***** *******' complaint. After researching the customer's profile, we can confirm the issue has been resolved.
  
  Kind regards
  
  Peoples Payments and Cards

• Initial Complaint

  Date:11/01/2023

  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.

  Purchased a Prepaid **** Card for 20 dollars. (see picture) Advertised that it could be used online After the purchase I checked the balance on the card, the funds were there. I went to go use the card, to place an internet order, and it says there was an issue with my card. I try to check the balance again, but this time it said card information not correct (see picture)I called the number and it said there is an issue with my card.I talked to the representative and he said that there was a fraud alert with my card.Representative said card has been automatically locked and would need to replaced.Representative said card would take up to a month to replace.I had to give all my information to the representative to replace my card.This is not acceptable. Checking your balance shouldn't trigger a fraud alert. The fact that it locked my card shows that the card couldn't be used instantly and required to give up personal information in order to get a replacement card. This is a scam in order for the company to collect your personal information. This is also false advertisement as I couldn't use the card instantly as advertised.I was using this card to make a purchase of a game that cost $45 retail but now cost $15 because of a sale. Within a month, the sale would have been over. It is the false advertisement and false fraud alert and also the month it takes to replace the card. All this is the fault of the card issuer and not on myself. So fair compensation should be the difference of the sale of the game, so $30 check would be suffice. Or a $50 working ******* card. the extra $20 as a gesture of good will.

  Customer Answer

  Date: 11/01/2023

  I understand you can not process my complaint requesting for compensation and I am only filling the complaint in relations to the product in question only.  I did not demand compsensation, although it would be nice if one is given.  Thanks for all your help.

  

  Business Response

  Date: 27/01/2023

  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 to *************
  
  Kind regards,
  Peoples Payments and Cards

• Initial Complaint

  Date:11/01/2023

  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.

  purchased a **** vanilla gift card. the card has 12 digits not 16 as it should have. i have emailed, called several times. no resolution up to a year later. today i am told again that I will have someone reach out to me in ***** hours. case #******** email used for refund is ******************* contact number is ************

  

  Business Response

  Date: 19/01/2023

  This is to acknowledge we have received *************************** complaint and a thorough investigation was performed. Based on the findings, a resolution was offered to ***************** and we can confirm the issue has been resolved.

  Kind regards

  Peoples Payments and Cards

• Initial Complaint

  Date:03/01/2023

  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.

  I request a new card on the 9th of December and still haven't received my new card yet also I was told by second level security that my old card would work until I received my new card and that didn't happen and I have bills I need to pay and I need access to my funds immediately its been over 3 weeks on top of that I filled a dispute since October 2nd and haven't heard anything back from paypower yet

  

  Business Response

  Date: 12/01/2023

  The complaint from ********* ****** was reviewed and based on the results of the investigation, a resolution was provided to them in writing.
  
  Kind regards,
  
  Peoples Payments and Cards

  

  Business Response

  Date: 12/01/2023

  The complaint from ********* ****** was reviewed and based on the results of the investigation, a resolution was provided to them in writing.
  
  Kind regards,
  
  Peoples Payments and Cards

• Initial Complaint

  Date:22/12/2022

  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.

  On Friday, December 16, 2022, I placed an order for $158.14 on ****** Canada's website (******.ca) using my ****** **** Prepaid Reloadable **** card issued by People's Trust Company. Five hours later, I received a "Cardholder Alert" email indicating that an "international debit transaction" of $162.09 had been charged to my ****** **** **** Prepaid Card. I called the telephone number on the back of the card (1-888-483-0653) and asked a customer service representative why I had been charged a foreign transaction fee of $3.95 (equal to 2.5% of $158.14) for a transaction within Canada. I was told by the customer service representative that the merchant was located in Seattle, Washington, USA. I told the customer service representative that their information was incorrect and that the order was placed with ****** in Canada. The customer service representative would not accept that their information was incorrect and so I asked to speak with a manager. I was transferred to a supervisor and explained the situation and was asked to provide evidence that the item I ordered was shipped from Canada. I sent the supervisor an email with a screen capture of the ****** Canada product page showing the item "ships from and [is] sold by ******.ca". I have not received any response to the email sent on the afternoon of Friday, December 16. On Saturday, December 17, 2022, I received another "Cardholder Alert" email detailing the $3.95 fee which was described as "Fee of POS Card Purchase International"; however, the email also stated that the merchant was "******.ca**********, ******.CA, ON, CAN" indicating that the merchant was, in fact, located in Ontario, Canada. I called customer service for the card again today, Wednesday, December 21, 2022, but again found customer service unreceptive to information about the merchant's location. I am seeking a refund of the $3.95 fee, the $18.91 balance remaining on the card, the $10.00 card purchase fee and $6.00 in administration fees.

  

  Business Response

  Date: 30/12/2022

  This is to acknowledge the complaint from *** ******. In order for us to further investigate, we would like to request the card photos.

   

  Kind regards,

  Peoples Payments and Cards

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have supplied the information requested by the business, but have not yet received an offer to resolve the complaint and wish that the complaint remain open until the business responds with an offer to resolve the complaint.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 12/01/2023

  The complaint from *** ****** was reviewed and based on the results of the investigation, a resolution was provided to him in writing.

  
  Kind regards,
  Peoples Payments and Cards