ComplaintsforPeoples Payments and Cards, part of Peoples Group

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear Madam or Sir,I purchased in one of the Canada Post store a **** gift card $210 CAN from People Trust Canada. I am disputing the balance which is linked to the **** gift card. It shall remains at least a credit of $30 dollars on that credit card. I called several times the customer service to ask for a refund. However they did not attend to my request. On my account only the last debit and the first credit is available. The system does not retrieve the history of my transactions. Based on the full record of my transactions, you shall see that the balance on the credit card is wrong.In short, I am writing to dispute the displayed balance. It shall remains at least $30 on that gift card after computation of the transaction history. Put simply, there is an issue with foreign currency conversion and the balance showing on. Can you help with this matter ?I am looking forward to seeing from you soon.Yours Faithfully,***** *********************** Credit card number : **************** Serial number: ************ Last credit on the card: $210.00

  

  Business response

  09/08/2024

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

• Initial Complaint

  26/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a prepaid powerplay MasterCard for $500.00 in December of 2023. In July of 2024 I wanted to use the card and had an issue. I contacted the company and was told they do not support these cards and I would need to download an app and set up an account. The app did not work and was then asked to supply pictures of the card and my physical address. Apparently I am going to be getting a cheque mailed to me as a refund. This seems like it has to violate some regulations, as money is essentially being held hostage in exchange for personal information. A pre paid credit card should be as good as cash in my wallet.

  Customer response

  26/07/2024

  The company is saying they will send me a cheque. This seems unreasonable though. This was a prepaid card. There should be no issues. I am also skeptical about the personal info they have collected  to issue a refund. I imagine they could use this data to profit further. It just seems criminal that i have a 500 dollar pre paid card that is being held hostage. Card holders should be more than refunded for their troubles, and the company should be investigated for fraudulent activity. At the very least they should be forced to stop selling their products until they prove they can provide a functioning card. But for sure I want a refund ASAP. 

  

  Business response

  02/08/2024

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

• Initial Complaint

  23/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  31/07/2024

  This is to acknowledge the complaint from *****************. It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  08/08/2024

   
  Complaint: 22029720
  
  I am rejecting this response because:
  In the phone call the csr promised that they only need at most 15 business days to investigation but the due day has been already passed and still no result. I need the merchandise to escale my case to make it faster 
  Sincerely,
  
  *****************

  

  Business response

  09/08/2024

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

  Customer response

  13/08/2024

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

• Initial Complaint

  27/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **** card ******************* 12/18 and 348 Contacted customer care at ****** ast for 50 mins Called customer service ************* per back of card and online instructions. Told dont support card. Spoke to two agents for 50 mins, both were useless. First agent couldnt get my simple email spelling of 9 letters right after 7 tries. Supervisor just as useless. When you visit gift card store.ca/visacard on back of card page doesnt work. What a waste of customers time.

  Customer response

  27/06/2024

  Johnson 

  

  Business response

  05/07/2024

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

  Customer response

  09/07/2024

   
  Complaint: 21902858
  
  I am rejecting this response because:

   

  I am still waiting for replacement check 
  
  Sincerely,
  
  *****************************

  

  Business response

  18/07/2024

  The subsequent response from ****************** has been added into his complaint file.
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  18/07/2024

   
  Complaint: 21902858
  
  I am rejecting this response because:

   

  I still havent received the $50 expected 
  
  Sincerely,
  
  *****************************

  

  Business response

  31/07/2024

  The subsequent response from ****************** has been added into his complaint file and the delivery timeframe was also provided to him for reference. 
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  01/08/2024

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

• Initial Complaint

  20/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Friday May 31st, I purchased a Mastercard gift card for myself to use for added privacy in transactions. After registering the card on the website, transactions were blocked for ******** but not Twitch, or Geekwish, or ********** I talked to a customer service representative and she said that MasterCard doesn't work with paypal anymore. I find that statement to be ridiculous and possibly false. I'm not sure if the card is going to be replaced or not. I would like to have confirmation on this issue

  Customer response

  13/06/2024

  Back of Joker Mastercard gift card now attached

  

  Business response

  03/07/2024

  The complaint from Barafu Pineberry was reviewed and we can confirm that a response was already sent to them in writing.

  
  Kind regards,
  Peoples Payment and Cards

• Initial Complaint

  31/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a cardholder of paypower prepaid mastercard.I have a balance of 6000$. paypower is issued by people trust company.On May 27, my card was frozen.The reason is that I purchased 2X500$ reloadalbe cards from an unknown person, and relaoded it into my account.The person then reported the loss to the people trust company.I have these two pictures of the reported stolen cards as evidence that I am also a victim.People trust company should not freeze the other $5,000 balance on my card.I now have no money to buy food for my children. I hope my account can be unfrozen as soon as possible. Thank you.

  

  Business response

  10/06/2024

  This is to acknowledge the complaint from Mr. ***** It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to him once we have completed our investigation.

  Kind regards,
  Peoples Payments and Cards

  Customer response

  19/06/2024

   
  Complaint: 21782255
  
  I am rejecting this response because:

  no any response
  
  Sincerely,
  
  ***************

  

  Business response

  28/06/2024

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

  Customer response

  28/06/2024

   

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

   
  Complaint: 21782255
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  

  Business response

  05/07/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/05/2024

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

  Kind regards,
  Peoples Payments and Cards

  Customer response

  10/05/2024

   
  Complaint: 21667512
  
  I am rejecting this response because:

  Please specify the information you need to have this resolved.
  
  Sincerely,
  
  *********************

  

  Business response

  17/05/2024

  The subsequent complaint from ************ was reviewed. We can confirm we have received information that their concerns have been addressed and that a resolution has already been offered.
  
  Kind regards,
  Peoples Payment and Cards

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding a go enjoy prepaid card purchased at Food Basic Windsor. I solely purchased the card to use at Cineplex. listed on the front. I tried using the card Oct and Nov 2023.declined each time. issued a replacement Dec 2023. tried to use the new card Feb 2024, declined. offered a refund cheque, never received. called back, April, now told no refund allowed. asked to have escalated, waited 1 hr on phone, told to call back. today, I called back no resolution, told me to use at another vendor listed on the card. they said to see if Food Basic would give me the money back. how can I get money back for a purchase last year and the next customer would have the same issue. this is false advertising that it can be used at Cineplex. please help me get my money back. they can see the declines on their end for the original card and the current replacement. I have soent endless hours on the phone trying to resolve this.

  

  Business response

  09/05/2024

  This is to acknowledge the complaint from **************. It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to her once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  15/05/2024

   
  Complaint: 21645971
  
  I am rejecting this response because:

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

  

  Business response

  23/05/2024

  The subsequent complaint from ************** was reviewed and we can confirm we have received information that their concerns have been addressed. 

  Kind regards,
  Peoples Payments and Cards

  Customer response

  24/05/2024

   
  Complaint: 21645971
  
  I am rejecting this response because:
  My complaint has not been addressed. I had a message on my cell that someone from technical called left no name or phone number to call back on. I called the main customer service on the gift card and they did not have any info for me.  I need someone to follow up on this.

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

  

  Business response

  30/05/2024

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

  Customer response

  03/06/2024

   
  Complaint: 21645971
  
  I am rejecting this response because:
  This issue has not been resolved. I called CS Peoples on May 31st to see what the resolution was. the last time I talked to ***** - Tech, I tried the card again May 29th (3x) and the fix did not solve the problem. my transaction(s) were declined at Cineplex. on May 30th, he said that he would get back to me. I did not hear back and then the status changed to resolved???? Is a refund issued? If so, I would prefer a etransfer *** will close out this complaint when the money is received.

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

  

  Business response

  10/06/2024

  We can confirm that the final resolution presented to ************** was communicated to her in writing. Additional information was included in the response indicating the standard timeline for the refund process.

  Kind regards,
  Peoples Payments and Cards

  Customer response

  11/06/2024

   
  Complaint: 21645971
  
  I am rejecting this response because: I have been told there was a refund by their customer service before and then it was canceled. I replied to their email and informed them that I would keep this complaint open until I receive the refund.  
  
  Sincerely,
  
  *******************

  

  Business response

  21/06/2024

  As provided in our previous response, we can confirm that the final resolution presented to ************** was communicated to her in writing. 
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  26/06/2024

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

  the refund cheque of $50 was received and deposited.

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  09/05/2024

  This is to acknowledge the complaint from ***********************. It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to them once we have completed our investigation.
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  09/05/2024

   
  Complaint: 21656456
  
  I am rejecting this response because:

   

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

  

  Business response

  17/05/2024

  We apologize for the length of time it has taken to address the subsequent concerns of ***********************. In order to investigate the issue, specific card information and documentation were requested from *********************** and this information has since been submitted. We can confirm that the cards have now been activated and this was communicated to her in writing.
  
  Kind regards,
  Peoples Payments and Cards

  Customer response

  18/05/2024

   
  Complaint: 21656456
  
  I am rejecting this response because:  I was told from the beginning - day 1 of this issue back on Dec 28, that replacement cards would be sent via ****** Post.  Consequently, all 3 cards were thrown out as none were working.  This request via BBB requested either a full refund of $250.00 (preferred) OR replacement cards (would rather not in case we run into the same issue again upon activation).  This "reactivation" of the cards could have been done on the first phone call to Vanilla gift card business.
  
  Sincerely,
  
  ***********************

  

  Business response

  23/05/2024

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

  Customer response

  19/06/2024

  Hello ******,

   

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

   

  Their message on May 18/24 reads:

   

  

   

   

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

   

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

   

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

   

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

   

  Regards,

   

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

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

  
  

  

  Business response

  27/06/2024

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

  Customer response

  28/06/2024

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

• Initial Complaint

  25/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a user of People's Group's ******** Reloadable ********** for several years. I recently had a situation where my wife needed to use my card. She did not know the PIN of the card when asked so she canceled the transaction. This triggered a fraud alert on the card and the card was locked. After contacting People's Group by phone, I was told to send an email with specific information in order to have the card unlocked. After much back on forth, I was told to try to reset the PIN by phoning into the automated system. This seemed to work. I emailed back to confirm all was good and then received a reply stating that "*** ******* **** *** ********** **** **** **** ** ** ****** ******** *** **** *** ** * ****** ** *** ***** *** **********." I replied "*** *** * ***** ** ********* **** ******** * ** *** ***** ** *** ******** ** *** *** *** ***** **** **** *************** ** ***** **** ******* *************** ** *** ****** ** ******* ******* *** ******* ********* **** ******** ** *** ******* *** *** * ****** ** ****** ** ********* *** ******* *** ************ ******* ***** **** ********* **** *** *********** ** ********* *********** ********* ** *** ****." I do not believe that I am a victim of fraud but I do believe that I should be entitled to some explanation of why my account was shut down as it seems very unfair that they shut down an account of a long time user for seemingly no reason or at least without explanation. I read the entirety of their T&C and did not find myself to be in breach of anything therein. I am requesting my account be reopened and remain open without prejudice

  

  Business response

  02/02/2024

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

*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. ↩