Badly designed and unreliable. I've had problems with this system virtually every time I've used it since starting a couple of years ago. I get a feeling of dread every time I have to log in. I have... Ver mais
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Veja o que dizem as avaliações
Their on line banking system has been down for 3 days. No explanation. No proactive communication. Phone line is inaccessible. My local authority has minimal info and doesn't know what's going on or w... Ver mais
A empresa respondeu
Je m'ai une étoile sinon je ne mettrai rien des arnaqueurs je vais sur leur site pour une recharge a 9.30 euros et je m'aperçois qu'il mon débité 49euro pour un abonnement de je ne sais quoi pas d'ind... Ver mais
A empresa respondeu
Organisme financier utilisé pour me voler sur internet. Arnaque à la location sur Se Loger.com Je pense qu'il faudrait se regrouper au sein d'un collectif pour obliger l'état à rechercher les titul... Ver mais
Detalhes da empresa
Escrito pela empresa
Prepaid Financial Services Limited (PFSL) is a trusted provider of prepaid card solutions across the UK. Whether your card was issued through a government scheme, incentive or expense program, PFS puts flexibility and convenience in your hands. Manage your funds, check balances, and track transactions through our secure cardholder portals. Regulated by the Financial Conduct Authority (FCA), PFSL ensures your money is handled with safety, compliance, and care every step of the way. Need assistance? We’re here to help. Contact our support team, your feedback helps us improve and serve you better. Learn more at www.prepaidfinancialservices.com.
Informações de contato
Fourth Floor, 35 Great St Helen's, EC3A 6AP, London, Reino Unido
- PFSLenquiries@emlpayments.com
- prepaidfinancialservices.com
1,1
Muito Ruim
466 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 94% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Immoral and incompetent
The glib AI generated response this company is posting to all reviews tells you all you need to know about the lack of morals and competence. The system is not fit for purpose. Every local authority needs to leave this platform immediately.
25 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Mike,
We're sorry for any inconvenience you've experienced.
Our team are working hard to resolve any outstanding issues customers are having.
In part, we have responded to each review in order to verify and reach out to customers.
Responses are not AI generated.
We’ll reach out via DM so that we can better assist you.
Kind regards,
The PSFL Team
UPDATE:
Hi Mike,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Where has all the money gone?
Finally been able to log into my account after a few days so I can pay my PA as her wages are now overdue and the account is EMPTY. There was over £2,500 in there last month. What the hell! I’m so sick of this and my PA needs her pay. I’ve tried ringing but get cut off after 2 hours.
23 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Michelle,
We're really sorry to hear this. We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information. We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Michelle,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Some payments finally !!!
Finally been paid today as a carer after 12 days waiting for PFS to allow our care team manager access to the account to make the payments !
We are a small team of 10 self-employed carers , some have been ok waiting but most have struggled and had to borrow or cut back on their basic spending. It's been very stressful for everyone waiting and not knowing when , if at all , they would be paid!
The lack of information was deeply worrying , it would of been so much more reassuring to tell people what the problem was ( is ) and give a timescale for it coming back online..
This is certainly NOT the first time our Care manager has had issues logging in to the PFS account and we have had to wait for payment, its wrong and unfair for us all especially in the tougher economic times we are all facing now.
There is obviously a very fundamental problem with the PFS online account system currently , it is not fit for purpose and the funding NHS bodies MUST finally see this and seek to source a better and fairer intermediary payment system ! Until the next time I will leave it there .......
23 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Steve,
We're sorry to hear about your experience. As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through.
If you need any further support, please let us know.
Kind regards,
The PSFL Team
Absolutely not fit for the purpose !
Absolutely not fit for the purpose !! Zero Communication... No customer service response even after holding for over 70 minutes and for few times!!
Unable to understand how are they progressing with the ongoing issues with access to Prepaid accounts.... unable to pay carers who live only on their care job income.... There should be a serious investigation and enquiry on as to how the contract was signed with Prepaid Financial and all Councils need to get away from them and find an alternate method..... Prepaid Financial are providing a disgraceful service
23 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're sorry to hear about your experience. As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Unable to pay staff
Absolutely horrendous, we're unable to access the accounts which are there to pay P.A's also to enrich lives of the people needing support, this needs sorting quickly it's been well over a week and it doesn't take this long . The councils need to step in with some sort of solution we pay insurance maybe we should all be claiming on that to pay wages ect . Just disgusting!!!
23 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Samantha,
We’re sorry your experience hasn’t met expectations. We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi Samantha,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Liquidation - if so, please tell us!!!
1) When the website was running it did not show the reference for each transaction, making it very difficult to reconcile their records to mine.
2) The website was down on 13/7/25 and seems to be down ever since. There is a link to the liquidators for the Irish sister company, which went into liquidation today, but no one from Prepaid Services (UK) is telling us anything. Will we be able to get access to our accounts? If so, when?
Most PAs are earning not much more than minimum wage, and many Direct Payment employers are dependent on the Direct Payments to be able to pay for care. We need to know when we will be able to pay our PAs and it needs to be sorted quickly. Neither employers or PAs can afford to be waiting weeks for this to be sorted,
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through.
To check the status of your specific case, we’ll need a bit more information. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Shocking service
Shocking service, zero communication. Carers across the country havnt been paid for weeks. Hopefully you lose the contract and a gang of monkeys take over, will be a far better service
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We’re sorry your experience was less than ideal.
Most issues have been resolved, but we’d appreciate more details so we can confirm whether your situation has been addressed.
We will reach out via DM for further info, so we can better assist you.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Absolutely scandalous
As per all the other reviews, we are left not being able to pay staff as the system has been down for a week. Called Lancashire authority who don't have any idea when the system will be up and running. The only solution given is for us to pay the staff ourselves and claim back when the system is back up again. We have disabled children...where is this money coming from? Can't get through to the PFS helpline and just goes dead after over an hour. They dont even acknowledge the problem on their answer phone message. Grrrr
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Gillian.
We're really sorry to hear this. We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Gillian,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
These guys are complete and utterly…
These guys are complete and utterly useless. I have telephone them multiple times - they never pick up. I have also email them and use their on-line forms to find out why I cannot access the DP account.
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Awful system been down for days call…
Awful system been down for days call wait time in excess of 45 minutes . The call centre staff spoke to me like I was an idiot , went round in circles . It’s ridiculous they are getting paid to provide a service in the mean time it’s stressful for the people who are due to get paid…. (Also feel sorry for the people from the council who administer the direct payments as it’s not their doing )
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
INCIDENT NO ACCESS
The incident that has happened a few weeks ago is still not allowing us to access the accounts. No emails to let anyone know what is happening and how are we meant to carry on without being able to access the card. Been waiting for over 1hour 35 minutes so far for someone to answer the phone, This is an absolute disgrace
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
To everyone
To everyone. The council have a duty under the Care Act, to pay you direct payments against the completed assessment originally made regarding someones needs. I have contacted my council, and they have said they will pay the carers until PFS is back up and running. I think all of you should do the same, the council needs a majority to understand the true figure of who has been affected. Also, I've asked to go back to the council paying into my bank, as you have the choice of PFS or Bank payments with direct payments.
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Enough Is Enough
I am absolutely appalled by the inhumane and negligent treatment I have received from Prepaid Financial Services. For over two weeks now, I have been unable to access my account in order to pay my severely disabled son’s carers. As a direct result, I now owe over £1,000 in unpaid care. The lack of support, clear communication, and alternative payment options has placed an unbearable amount of stress on both myself and—far more critically—on my son, whose mental and physical wellbeing are already severely compromised.
Due to this ongoing failure, I have had no choice but to tell his carers to cancel all future care. The ripple effect of this is devastating. My son’s needs are not being met, his stability is being threatened, and I am unable to work without adequate care in place for him. The emotional and financial toll is overwhelming.
When I contacted customer services on Friday, I was told my account would be accessible by the end of the weekend and that I was now considered a “priority.” Not only did that promise prove to be false, it’s utterly offensive to suggest some service users are more important than others during a crisis like this. I reassured my son’s carers they would be paid within 48 hours based on that information—information that turned out to be completely untrue.
It’s now Tuesday, and I still cannot access the account. The promises made by customer service have not only proven empty, they now appear to be intentional fabrications designed to pacify desperate users. It is hard to believe that this dishonesty is not sanctioned from the top, which suggests a complete abandonment of ethical responsibility.
This is not just poor service—it is cruel. It is harmful. And it is utterly unacceptable. Vulnerable people are being put at serious risk due to your incompetence and indifference. You must take immediate action to rectify this situation—not just for me, but for all service users currently suffering in silence. And you must instruct your staff to stop giving false hope. That’s not reassurance—it’s lying.
Enough is enough.
22 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Now they set a memorable word but what…
Now they set a memorable word but what is it? Spent 2 days trying to get through to them. 2 hours on hold each time for them to put the phone down from 8am to 6pm. 7 hours yesterday for the last call to change from someone will be with me shortly to we are now closed. 8am today and yep on hold again. Can't access the card. I've done password, then one time code and now a memorable word that I don't have. Website says go onto your account and change it if you don't know it, HOW when you can't access account. Anyone know another way to get through to them? I dread going on here each month, making me ill
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
0 stars
0 stars. 17 hrs of telephone calls and no one answering the customer service line, Noel Moran is the owner if you type his name and pfs his email address will be available to make a complaint let’s hope it’s sorted out soon.
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We’re sorry your experience was less than ideal.
Most issues have been resolved, but we’d appreciate more details so we can confirm whether your situation has been addressed.
We will reach out via DM for further info, so we can better assist you.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
I agree with everyone else who left a review. 1 star is too good a grade
I agree with everyone else who left a review. This is day 9, and I still have not paid my PA her June 2025 pay. It's unacceptable.
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Nicole,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
I would have given 0 if i could have
I would have given 0 if i could have . Since their systems crashed or whatever has really happened there has been no communication - people left unable to pay staff they employ to care for people with disabilities . This is absolutely shocking and needs exposing - Terrible uncaring company
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Janice,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Janice,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
No customer service
The website has been down for a while, yet no communication to say what the issue is and when they expect it to be fixed, let alone any apology. Very poor service, all the while Carers, Day Care services and others who are doing their jobs who are suffering.
17 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Disgusting Treatment for Carers
If I could give a zero I would. Nobody is answering the customer service phone for this company, the portal I use to pay the personal assistants for my daughter's care is not working, how are we supposed to pay the people that care for our disabled relatives? This has been going on for over a week, and nothing has changed. I contacted the department in Devon County Council who set up my daughter's care plan funding today, expressing my concern, and they knew nothing about what is happening with the company Prepaid Financial services (who hold the funds for these care plans). Absolutely disgusting treatment from this company, with no forthcoming information as to what's happening!
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi Karen,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Karen,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Unable to log in for nearly a week
Impossible to log in for nearly a week. Cannot access personal budget account to pay carers. No reply from customer services - held on for over an hour. The website continues to display the same message that they are experiencing problems. Disgraceful.
21 de julho de 2025
Avaliação não solicitada
Resposta da Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We're glad that your issue has now been resolved.
We sincerely apologise again for any inconvenience this may have caused.
If you have any issues or need any further support, please let us know.
Kind regards,
The PFSL Team
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