Concept great, once you've paid them their service sucks.

“Concept great, once you've paid them their service sucks.”

Written on: 14/03/2012

I bought the cart before travel, put US$1000 on it. Managed to register online, get myself a username and password. Then the process went rapidly downhill. I won't bore you with the tedious detail of trying to speak to a human being on the freephone number, but their employees definitely have an attitude problem (at least two I managed to speak to), it seems that if the customer has a problem well that's the customer's problem, and you shouldn't cause them a problem by complaining about difficulties with their product. When I explained I couldn't access the website to validate my balance and work out how to top up the car by Internet banking (as they had been recommended by my bank that I should do before travel), the person at the other end snapped back "well I am not an IT technician" and repeated that a couple of times more for good measure when I asked why I should own a problem with their website.

I asked to speak to a supervisor but it took 15 min to do that, when he called me back he called me on my mobile instead of the number I gave them, and he also had an attitude problem; kept telling me the problem was my laptop or my desktop or my firewall (I don't have a firewall). Then he wanted screenshots that he would pass on to his IT technician.

In summary, after about 90 min of telephone time and computing time combined, I (still) have no idea whether I can ever check the balance online or top up through Internet banking.

If anybody from Travelex bothers to read these reviews, all I can say is, as far as I'm concerned I will take all the money off this card as soon as I can, never use this service again, and recommend to people that if they decide to give this a try, be very very careful because from a customer service point of view, they just don't "get it".