ICE Plc - www.iceplc.com

I had an ICE cashcard until it was replaced by the ICE Clear card. Because the ICE website is unreliable I was not put on the list for an ICE clear card in September. I have tried to get my money returned but ICE have been deliberately obstructive, they keep changing the email address for buyback refunds and keep making excuses for the delay in returning clients money. They have told customers that due to the number of people requesting refunds they can not process them in the five days stated on the website, some customers have been waiting months but have just been fobbed off by ICE.

I have now been told that the delay is due to a lack of fund's and that it is very unlikely that any of the customers will get their money back.

I really regret ever dealing with ICE and would advise anyone considering using them to to read the reviews on Trust pilot.

Complete shambles, don’t answer calls, hang up when they do, website is useless, don’t respond to e mails or requests on their online “forms” , exchange rates are uncompetitive and the new upgraded card never arrived, now they won’t do the request for buyback with in their advertised time - utterly disappointing!!

Despite being assured before trsvelling that my prepaid card would be valid up and till midnight 7 Jan 2019 it was declined two days prior and I was placed in a very embarrassing situation of having to borrow monies to pay my bill. As this occurred on a weekend I have been unable to make contact with the company by email text or phone , I have tried phoning every number I could find which has cost a fortune only to be told number temporary disconnected or office closed.

I am now left with a week remaining of my break with no funds another being able to contact them Wonderful Service.

Problem with frozen card impossible to resolve. Have to wait up to half an hour for the phone to be answered and then repeatedly refuse to let me speak to anyone in charge. Buyback date missed. Official complaint ignored. I am £1,000 out of pocket and cannot get my money repaid according to the official Ts & cs.

Only one star for the following reasons; poor website and hopeless customer service. The facts are these. Ordered card and arrived safely. Then started to use the card on holiday – worked fine – so far so good. Managed to reloaded card while abroad – worked OK again. Then trouble started; tried to reload again; the website stated “We were unable to sufficiently identify you to purchase a Top up ICE Dollar Travellers Cash Card. You may add more information and try again.” None of my information had changed and there was no detail on the website as to what information may be missing or changed. Sent an email to customer services to determine why, no response. Sent a chasing email the next day; no response. Sent a further chasing email after two days with threat of a 1 start review; no response. So here we are; I now have a useless cash card because it can’t be reloaded and neither the website or customer services can say why (to be clear customer services never bothered to reply to my emails). ICE may be good for foreign currency delivery but terrible at managing their cash cards. My card is being cancelled and I will never use ICE again. (and yes I know the emails got there as they went via the main customer services who acknowledged receipt and confirmed sending on the emails to the cash card division).

On the 2nd September 2018 I ordered via the Internet 200 euros for a holiday commencing on the 14 th September 2018. By the 11th September I had not received the euros, neither did my ICE account show a transaction notwithstanding that my bank account was debited on the 2nd September. On the 11th I rang ICE to enquire as to the status of my transaction. After a long delay I was told that my bank account had been credited with my initial payment. I pressed for a reason as to why my request for euros had not been dealt with and also why, if there has been a problem, was I not contacted. Eventually I was advised that there had been an error and no further explanation. I pressed to speak to a more senior member of the staff but was told that that was not possible but that my money would be refunded, which it was. I then had to take the less convenient course of purchasing my euros elsewhere. As a user of ICE for a number of years I consider that their service standards are well below those of any company but particularly of a financial services company. NOT IMPRESSED.

1,. The Website kept logging me out so that I could not see the balance or top up my € travellers card.

2. the Text balance XXXX did not reply.

3. The phone top up was via a different company who know nothing about my account - who did not succeed in transferring any money - and dis not tell me.

4. The next phone call to ICE knew nothing about the failed transfer - but did find my balance.

The unreliability will force me to seek anther supplier.

No option to buy ahead and collect at a branch, just a click and collect "voucher" which guarantees a rubbish rate (eg. Eur1.05 vs 1.09 to buy in advance and 1.10 on Travelex.

Website signup irritatingly awful - get anything wrong and the birth date, addresss, passward and Ts and Cs fields are all wiped, so of course next time the error comes from something you already typed - page validation straight from the 1990s

Convenience of card is great. Not convinced whether there is any real saving when you take into account the exchange rate v credit card charges. Very easy to top up but appalling whgen something doesnt go to plan and you need a refund. Twice on recent holiday I have had to chase for refunds - once when an order wasnt initially fulfilled (12 days to get £1000 returned which was decducted instantly initially), and over 9 working days to get a refund processed on excess currency when the acknowledgement stated it could take up to 5 days. This strikes me as more than sloppy service - more like sharp practice. Would not recommend

I would never recommend this company, appalling service, when complaining am just passed from email address to email address. I ordered my money and the money was taken from my account the following day, after 10 days the card never arrived despite me calling their call centre daily to be reassured it would be here for my holiday - it never came in time. Requested my money back to be told to fill in an online form but I couldn’t as I needed didgets from the card that never arrived. Finally got somewhere to be then told only half of my only would be returned at the exchange rate I ordered at! Despite asking for buy back and emailing many many email addresses to complain I still don’t have my money back or any acknowledgement of my complaint now nearly 2 weeks on and my holiday has been and gone!

Am disgusted at the service and will never use this company again.