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

69 total complaints in the last 3 years.
26 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:21/02/2025
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 a Vanilla prepaid gift card for $450 about two or three months ago. The card was scammed and all of my money was taken off it via fraud transactions before I even got a chance to use it. Vanilla is supposed to open a case, send documents for me to fill out in order to properly start a review process, and be given my money back on a new card (I've had to do it one before and it was very easy and simple). But this time, they are running me around in circles and making me jump through hoops. Each time I call, they say they sent me the documents again but the email never comes through despite me validating my email with them, they give me different timelines, they ask me to email them photos of my gift card and my personal ID like my drivers license (they asked me to do this 3 times now), they told me my case was closed, then that it was never closed, that it was escalated and then another day escalated even though no resolution was found, etc. They keep telling me to wait another 3 days to see if the email arrives in my inbox, but it never does. They won't let me file a complaint (I asked twice to file a complaint). And now they told me the person who stole the money off my card also called them and send the card was THEIRS, so now they are "deciding who to side with", and I think they are refunding my money to the scammer instead of me since I can't get my documents submitted to prove who I am and that the card is actually mine (despite me emailing them the photos of my ID and card and calling in repeatedly telling them to email me the documents please/thanks). And now the scammer is likely getting the refunded $450 even though they are the one who spent all my money in the first place. I bought the card from the ******* behind my house where I live. It's where I get all of my Vanilla prepaid cards. I would like a refund or a replacement card with my full money back on it please and thank you. I'm including photos of the **** gift card and fraud transactions
Business Response
Date: 28/02/2025
This is to acknowledge the complaint from **** ********. It was determined that their concern is still being addressed and they will be kept apprised when new information becomes available.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:10/02/2025
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 am submitting this formal complaint against Vanilla Prepaid Card, issued by Peoples ************** due to false advertising, deceptive business practices, and financial harm caused by the inability to use the card for its advertised purpose.I purchased a Vanilla Prepaid Visa/Mastercard expecting to use it for online transactions, as stated on their website and packaging. However, despite multiple attempts, I have been unable to use the card for any online purchases, leaving me with an unusable balance and no way to access my own funds. Vanilla Prepaid has refused to offer any support or solutions, resulting in financial loss.False ************************ Claims:Vanilla Prepaid Cards are marketed as being usable anywhere Visa/Mastercard is accepted, including online retailers. However, this is not true, as online transactions are routinely declined due to the card not being linked to a billing address.The inability to register a billing address is not disclosed at the time of purchase, misleading consumers into believing the card functions like a normal Visa/Mastercard.Due to the lack of an address registration option, many online vendors automatically reject transactions made with Vanilla Prepaid Cards.This restriction makes the card practically useless for its advertised purpose, preventing me from spending the balance I rightfully own.When I contacted Vanilla Prepaids customer service, I received no solutions, no alternative methods for usage, and no refund options.I was essentially told that there was nothing they could do, leaving me with a completely unusable prepaid card and lost funds.Request for ***************************** to the misleading nature of this product and the financial harm caused by Vanilla Prepaids deceptive practices, I am formally requesting compensation in the form of:A full refund of my Vanilla Prepaid Card balance since I have been unable to use the card as intended.
Business Response
Date: 18/02/2025
This is to acknowledge the complaint from ******* ****. It was determined that they are required to submit additional information for their case and was provided instructions to resolve his concerns.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:29/01/2025
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.
Its been a whole year now, and the company has been giving me the runaround regarding my issue. I purchased five gift cards through my ****************, totaling $2500, but none of them have worked. Every time I reach out, I either get told theyll send me replacements or given a completely different excuse. Its been frustrating with no resolution in sight.your first and last name ****** ****** your address ********************************************************************** your contact telephone number ************ clear details of your complaint - Mentioned below what you would like us to do to resolve matters - replacement/refund anything at this point 1. 393 - **************** - $500 2. 952 - **************** - $500 3. 491 - **************** - $500 4. 897 - **************** - $500 5. 978 - **************** - $500
Business Response
Date: 07/02/2025
This is to acknowledge the complaint from ****** ******. The complaint was reviewed and we can confirm a response was sent to them to address their concern.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:12/12/2024
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 went to a Best Buy in ******** to purchase a CPU and Motherboard. The total of the purchase was close to $800. I was planning to pay for these with Vanilla Prepaid ****s, of which I had 4 total, each $200 in value. I wanted to make sure I was able to do this, so I spoke with a manager, and he informed me that I could. He charged the first 3 cards, but the fourth card was declined. He cancelled the transaction and tried again with the first 3 cards, ($600) but trying to use my actual credit card for the remaining balance. These cards now got declined. My cards are all now frozen and I have no access to the funds. I spoke with Vanilla **** and was informed that the freeze was because it triggered some fraud detection within the system. The only thing they can do is issue me some new cards, but they would be sent via ****** Post. Because there is the strike going on, I would have no idea when I would get these cards. I now do not have the funds to complete my PC build for a birthday or Xmas gift for my dad (****** or 25), as $800 of my money is now locked. I specifically went to Best Buy over Amazon or New Egg because I wanted to actually talk to someone about using these cards for purchases and not have it flagged. I don't blame the manager, it seemed he was never given the training about this. I blame the company for not having policies in place to protect honest consumers, by informing their staff so that something like this won't happen. I bought these cards because ******* was having a promotion on $200 cards. There is nothing on the cards that tells you what kind of limits are on using the card I am requesting that Best Buy contact vanilla **** and get these cards unblocked, or pay for another courier service to send the new cards to me. I don't think it's reasonable to tell me that Vanilla **** apologizes, but unfortunately there is nothing they can do about the Canada Post Strike. That is true, but they can send the cards using another carrier.
Business Response
Date: 24/12/2024
This is to acknowledge the complaint from Ms. ****** **. It was determined that we are still investigating the matter with the card program linked to their prepaid card. A resolution will be provided to them once we have completed our investigation.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 31/12/2024

Complaint: 22670958

I am rejecting this response because:
I submitted my Id and all required information about 2 weeks ago. I would like to know what time frame I can expect a response. As of now, it's been almost a month since my cards started getting deactivated.

Sincerely,

****** **
Business Response
Date: 03/01/2025
The subsequent complaint from Ms. ** 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: 05/01/2025

Complaint: 22670958

I am rejecting this response because:
My complaint was not address. I had asked for a time frame I can expect to get new cards and access to my funds. An email was sent to me Dec 17 that I would be getting a response with 10 business days. The only response I have gotten since was that my information has been received. I have no idea how long it will be until I get my fund again. This is the question I am asking.
Yes, I understand you have received my information, but no, my concerns were not addressed. The concern is: When can I expect to get new cards and access to my funds. After submitting documents and Dec 17th, and with your company stating that I will get a response by 10 business days, I have not gotten any more helpful information.
Sincerely,

****** **
Business Response
Date: 16/01/2025
This is to acknowledge the subsequent complaint from Ms. *** It was determined that their concern is still being addressed and she will be kept apprised when new information becomes available.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:10/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a prepaid 100 dollar value Vanilla card at ******* on Oct 3, 2024. When I tried to use the card to make the purchase. It had been showed that the card has a balance of 0. Someone else had already used the card. I tried to contact the company for months with several times follow up email. They are not replying. Please see the attachment and help me to resolve this. Thanks Ruizhi
Business Response
Date: 11/01/2025
This is to acknowledge the complaint from Ruizhi **** and it has been reviewed. We can confirm a response was already sent to them in writing and that a resolution had already been offered and used.

Kind regards,
Peoples Payment and Cards
Customer Answer
Date: 13/01/2025

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,

Ruizhi ****
Initial Complaint
Date:10/12/2024
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 purchase a number of your vanilla **** cards from ******* because they were having a promotion. I attempted to use some of these cards online and in person ( new egg, best buy, amazon). Something fraud detection was triggered and now 4 of my card, each with about $200 is blocked. I contacted the customer service number for one of the blocked cards and was told that the only thing that can be done is to send out a new card by mail. However, it is being sent out by ***********, so that means it will not be received until after the strike is over. I was told that this was my only option. I have not requested a new card yet for the other 3 blocked cards. I bought these cards to buy Christmas gifts and now I don't have enough funds to buy the gifts. ( out about $800). And have no idea when I will get these cards. This is not acceptable. There is nothing on the cards themselves that say you can't use these cards in combination with store giftcards, or in multiples of more than 3, or whatever it is that is triggering fraud detection. I would like to have these cards unlocked, not disabled and a new one sent. I have the receipts showing purchase of these cards. There is nothing that I am doing that is illegal. Locking these cards without warning right before Christmas is not right. This is a totally headache for me and not worth the promotional bonus I got from *******.
Business Response
Date: 16/12/2024
This is to acknowledge the complaint from ****** **. It was determined that their concern is still being addressed and reviewed. They will be kept apprised when new information becomes available.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:09/12/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, my reasoning for this complaint and why I am contacting is because I had a Vanilla Prepaid Mastercard ending in 0154 purchased from ******** Home Hardware. I recently processed a refund via ********* and remembered that the refund would be sent to the card ending in 0154, however, I no longer have the card and I was told to contact the card issuer after reaching out to ****** and them informing me they had no way to issue to a different payment method. I also sent a email to ************* as this was the only email address I found on the ************************************************ website. I have included the order refund from ****** showing the card number. I am looking to receive my refund on either another card or sent by ********* in the amount of $52.90. Hopefully youre able to help. Thank you. Kind regards,***** *********
Business Response
Date: 17/12/2024
This is to acknowledge the complaint from Mr. ********** It was determined that he is required to submit additional information for their case and was provided instructions to resolve his concerns.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 17/12/2024

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. This matter was resolved by Amazon.

Sincerely,

***** *********
Initial Complaint
Date:06/12/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband has called and called to get replacement cards as the ones we have are locked and not active anymore due to them locking them. time he calls they say wait 24 to 48 hrs and if u dont receive the new cards call back. He has done this three times and no cards and its been a month. We just want are money back thats on these cards. 2 cards one with 500 dollers and another one with 175 or something just being scammed from us. If we dont get this resolved we will take further legal action.
Business Response
Date: 13/12/2024
The complaint from Rainbow St **** was reviewed and we can confirm that a response was already sent to them in writing.
Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:15/11/2024
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.
On November 15, 2024, I earned a prepaid gift card because I bought new tires. The gift card is managed by My Prepaid Center. I tried calling customer service at ************** on November 15, 2024, and no agent picked up the telephone. I am unable to communicate with My Prepaid Center. My prepaid gift card is not being accepted by any merchants and I am unable to use my gift card. I need an employee to contact me so I can use my gift card. The website clearly states: **************************************************** In ******, Prepaid Mastercard is issued by Peoples ************* under license from ******************** **************************. So I believe Peoples ************* should be able to help **** would like a paper cheque mailed to me for $50, in lieu of a physical gift card that will have similar problems.
Business Response
Date: 22/11/2024
This is to acknowledge the complaint from ** **. It was determined that multiple attempts to reach them were made, however no response was received. An additional attempt was requested to be completed to assist in this investigation.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 25/11/2024

Complaint: 22563617

I am rejecting this response because: The company has not made any attempts to contact me, nor have they provided a contact name or phone number or email address.

Sincerely,

** **
Business Response
Date: 03/12/2024
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: 04/12/2024

Complaint: 22563617

I am rejecting this response because: my concerns have not been addressed by People's Group, nor have my concerns been resolved either. Moreover, no employee from People's Group has been in contact with me at all. I cannot in good conscience recommend People's Group to friends or family for future business. I expect a paper cheque from People's Group for $50 to be sent to me by overnight courier to my home address to resolve this complaint.

Sincerely,

Li Hems
Business Response
Date: 11/12/2024
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
Customer Answer
Date: 13/12/2024

Complaint: 22563617

I am rejecting this response because: People's Trust has failed to provide me the refund cheque as required by them. My complaint has been outstanding for 30 days, and People's Trust has been unwilling to mail me my refund cheque to resolve this issue.

Sincerely,

** **
Business Response
Date: 23/12/2024
The delivery of the refund check is underway. We are in close coordination with our program partner to obtain concrete information regarding the delivery timeframe and once this knowledge has been confirmed ** ** will be updated and communicated in writing.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 06/01/2025

Complaint: 22563617

I am rejecting this response because: as of January 6 , 2024 I have not received any refund cheque

Sincerely,

** **
Business Response
Date: 15/01/2025
The subsequent complaint from ** **/**** **** was reviewed and due to the recent postal strike, delivery delays were expected. An additional offer was presented to them (virtual replacement option); however, no response was received.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 17/01/2025

Complaint: 22563617

I am rejecting this response because: As of January 17, 2025 I still have not received my refund cheque. The merchant has many different methods of document delivery at their disposal but the merchant is refusing to use them.

Sincerely,

** **
Business Response
Date: 24/01/2025
This is to acknowledge that the most recent response from Ms. ** **/**** **** was received. We can confirm a response was sent to them in writing and details were provided regarding their concerns.

Kind regards,
Peoples Payments and Cards

Customer Answer
Date: 30/01/2025

Complaint: 22563617

I am rejecting this response because: As of January 30, 2025 I still have not received my refund cheque. The merchant has many different methods of document delivery at its disposal but the merchant is refusing to use them.

Sincerely,

** **
Business Response
Date: 07/02/2025
The subsequent response from ** **/**** **** has been added into their complaint file.

Kind regards,
Peoples Payments and Cards
Initial Complaint
Date:10/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband bought me two $500 prepaid **** gift cards (the perfect gift) for Xmas 2021. Upon activation, both cards were showing a balance of only $60 or so remaining. All charges were online companies in the **** or spas in *******. These were gift cards having zero evidence of tampering, sealed in plastic with a security strip over the card #. Upon filing a dispute for the first card, the company told me they could do nothing for me. I have now filed a dispute on the second card and will receive the same response: any charges over 30 days cannot be disputed sorry youre out of luck. So am I now out almost $1000 and this company gets away **** free. They should be shut down. This is clearly internal fraud. Either the cards are copied in house or they have been hacked, which they would have been alerted on. Any way you spread it, this is not my fault. Current case # with company is CS14212929
Business Response
Date: 18/10/2024
This is to acknowledge the complaint from Ms. ********** 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: 21/10/2024

Complaint: 22404282

I am rejecting this response because: I accept the resolution offered for the one card, but what about my other $500 card on case *********?

Sincerely,

******* *********
Business Response
Date: 01/11/2024
The subsequent complaint from Ms. ********* was reviewed and we can confirm a response was sent to them to address their concern.

Kind regards,
Peoples Payments and Cards
Customer Answer
Date: 05/11/2024

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,

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

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