ICE Plc Reviews - www.iceplc.com

★★★★★
4.7 / 5
812
92.5% of users recommend this
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Latest Reviews

★★★★★

“Great service”

Written on: 27/06/2017 by Gardner1977 (1 review written)

Fast service very quick delivery, I have used ICE a few times now and they have provided an excellent service each time… Read Full Review

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★☆☆☆☆

“Unfair change of terms - non existent customer service”

Written on: 16/05/2017 by boosted_jeep_uk (1 review written)

Be warned if you've already got a currency card for more than just yourself, they're going to cancel the other ones in a poorly disguised attempt to get more money from you. ICE have stated there maybe changes of regulations that mean they can't provide family cards. Where's this regulation -i've searched, spoken to other financial institutions and no one has heard of it. What is much more likely is that ICE have decided if they make you have two cards you're going to need to deposit more… Read Full Review

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★☆☆☆☆

“Abysmal customer service”

Written on: 26/04/2017 by LukasArcher260 (1 review written)

ICE customer service is all but non-existant so if you do have problems with their service don't expect to to resolve it by contacting their awful customer service tel no. Unbeknown to me my prepaid currency card is about to expire in 4 days time. I have just been informed by ICE. I am going on holiday in 4 days time! I had just charged my card in advance of this holiday. Customer service have no idea whether my new card will arrive in time for my holiday and have advised me to elect to buy… Read Full Review

Ice_Plc's Comment

Written on: 09/05/2017

Thank you for your comments.

We apologise that you have been unhappy. This is not acceptable and is not the usual high level of service we would expect our customers to receive.

I have passed your comments on to the product manager for a full investigation.

Kind Regards,

ICE Plc

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Splunge07's Comment

Written on: 20/05/2017

So eleven days on and not a hint of anything from your product manager. Hardly surprising really. It seems par for the course so far as this company is concerned.
I suppose I did at least elicit some kind of response from ICE even though it is merely the lip service I expected.
Oh and by the way now that I have returned from my holiday my new cash card has just arrived. A fat lot of use it is now having been barred from accessing MY funds for the past 3 1/2 weeks when I most needed them.
I did eventually manage to raise an official complaint via an email route but now ICE are hiding behind FCA rules whereby they are allowed 8 WEEKS to respond to what really is a clear cut case. 22nd June before they will deign to reply to me.
What a great company!
BEWARE!

There are numerous cash cards available nowadays; use somebody else. I have found several with far better rates too.

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Splunge07's Comment

Written on: 20/05/2017

So eleven days on and not a hint of anything from your product manager. Hardly surprising really. It seems par for the course so far as this company is concerned.
I suppose I did at least elicit some kind of response from ICE even though it is merely the lip service I expected.
Oh and by the way now that I have returned from my holiday my new cash card has just arrived. A fat lot of use it is now having been barred from accessing MY funds for the past 3 1/2 weeks when I most needed them.
I did eventually manage to raise an official complaint via an email route but now ICE are hiding behind FCA rules whereby they are allowed 8 WEEKS to respond to what really is a clear cut case. 22nd June before they will deign to reply to me.
What a great company!
BEWARE!

There are numerous cash cards available nowadays; use somebody else. I have found several with far better rates too.

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Splunge07's Comment

Written on: 20/05/2017

I meant to add that if I ever do receive a response from this company that I will most certainly cut and paste it into a reply on this forum.

I am not holding my breath though.

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Splunge07's Comment

Written on: 27/06/2017

So, here we are on 27th June.

Here is an extract from ICE's response received 2 months ago:

In accordance with FCA guidelines we have 8 weeks from the date we receive your complaint in which to issue a final response, we will therefore investigate your concerns and write to you no later than 22nd June 2017 with our findings or with an update on the progress of the investigation.

So guess what?

True to form for this appalling outfit I have not received a response in any way whether by email, snail-mail or phone call.

Once again I say DO NOT USE ONE OF THEIR TRAVEL CARDS.

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★☆☆☆☆

“Cash Card is useless”

Written on: 26/12/2016 by McGrath10 (1 review written)

I put £700 on to a sterling cash card for a trip to India. The first 5 times I used it it was blocked. I was sent an email saying the transactions were blocked and asking whether they were valid. So I responded that they were and tried to use the card again. Blocked 5 more times and this time the email says the card is blocked but again asking if the transactions were valid. So I respond that they were and get a reply that the card will be unblocked. That was a week ago and the card is still… Read Full Review

Ice_Plc's Comment

Written on: 03/01/2017

Thank you for your comments.

I apologise that you have had issues using your card.

So that we can fully investigate this issue please can you contact us directly?

Kind Regards,

Sophie
Customer Service Supervisor.

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Ghrity's Comment

Written on: 04/01/2017

I have repeatedly contacted you directly. Approximately 10 times over the 10 days it took you to unblock the card (which I can't check if you have or not as the trip had finished by the time you'd done it). I have also used your complaint page on your website several times and had no reply to those at all. If there is some email address that will get a response please provide it so other people won't waste their time using the 'official' routes.

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Ice_Plc's Comment

Written on: 06/01/2017

Thank you for your response.

I would like to pass your complaint directly on to a manager.

If you could email us and make the email for my attention I will ensure it is investigated and you receive a response.

Kind Regards,

Sophie
Customer Service Supervisor.

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Ghrity's Comment

Written on: 04/01/2017

I have repeatedly contacted you directly. Approximately 10 times over the 10 days it took you to unblock the card (which I can't check if you have or not as the trip had finished by the time you'd done it). I have also used your complaint page on your website several times and had no reply to those at all. If there is some email address that will get a response please provide it so other people won't waste their time using the 'official' routes.

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★★★★★

“Excellent currency provider”

Written on: 17/10/2016

Having used many different currency providers over the years I would rate ICE highly. At a branch in Glasgow I recently purchased Turkish lira at the best rate I had seen, even though I had not booked the currency. The gentleman in the branch was very helpful and gave some useful tips about travel in Turkey too! On returning to the UK I passed through Gatwick airport and stopped at the first currency exchange I saw - MoneyCorp I believe. I asked to change my remaining Turkish lira into… Read Full Review

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★☆☆☆☆

“very expencive”

Written on: 16/10/2016 by CodyWelch143 (1 review written)

!!!!ATTANTION PLEASE!!!!!Ich finde, die Firma betrügt die Menschen. Ich wollte 500€ in GBP tauschen und sollte dafür nur 340GBP bekommen. Bei einem schlechten Kurs hätten mir 420GBP zugestanden. Ich empfehle diesen Money changer keinem weiter… Read Full Review

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★☆☆☆☆

“Terrible Exchange Rates. ”

Written on: 16/06/2016 by NotHappy2016 (1 review written)

I came back to Vancouver from London & exchanged my remaining pounds to dollars. I found out later that the exchange rate ICE used is almost 20 cents lower than rates I researched on-line. Then on top of this ICE charged me $3.75 for commission. BS!… Read Full Review

Ice_Plc's Response to NotHappy2016's Review

Written on: 20/06/2016

Thank you for your comments.

I apologise that you are unhappy with our rates.

You should have been advised of the rates that were being applied at the time of the transaction.

Please can you confirm which branch you were at so that I can pass you comments on to the correct manager for investigation.

Kind Regards,

Sophie
Customer Service Supervisor.

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★☆☆☆☆

“Prepaid travel card is a disaster!”

Written on: 03/06/2016 by 328Munoz (1 review written)

I cannot stress enough the amount of trouble I have had with this company since day 1 of trying to order online. Despite all issues at the start I still persisted and decided to go ahead with taking all $3000 US dollars to America with me on this card. I was away for 5 weeks so didn't want to take all the money in cash. The first few days the card was working fine and then all of a sudden starting declining EVERYWHERE. I was 9 hours behind England so proved difficult to ring at a… Read Full Review

Ice_Plc's Comment

Written on: 20/06/2016

Thank you for your comments.

I apologise that you have experienced issues while using the ICE Travellers Cashcard and that you have not received the high level of customer service that we expect and pride ourselves on.

I have passed your comments on to management. However please may we ask that contact us directly so that we can investigate the matters fully.

Kind Regards,

Sophie
Customer Service Supervisor.

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★★★★★

“First class service”

Written on: 02/06/2016 by P.Stoker (1 review written)

Thank you so much I.C.E. ordering was so easy. I ordered my Australian dollars yesterday and they arrived this morning. The rate was the very best and no commission charges! I will be recommending you to everyone. I wish I'd of found you years ago...hassle free money exchange!… Read Full Review

Kbea111's Response to P.Stoker's Review

Written on: 03/07/2016

Looking to consider to exchange from pounds to dollars, Are you FCA regulated?

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★☆☆☆☆

“Electoral roll”

Written on: 27/05/2016 by e111 (8 reviews written)

You have to be on the Electoral roll to get a card, this is insane, I recently opened a bank account AND a credit card AND a prepaid card account without providing any ID or documents, you know how, because those companies were operating in 2016 and did a soft enquiry on my credit report (aka identity check), but to say that I have to be registered on the electoral roll in order to get a card and they do NOT accept ANY other form of identification is both childish and insecure, people move from… Read Full Review

Ice_Plc's Response to e111's Review

Written on: 20/06/2016

Thank you for your comments.

I apologise that you are unhappy with our service.

We do have to follow policies and procedures that are in place to ensure that we comply with Anti-Money Laundering legislation.

Unfortunately this does mean occasionally that we are unable to sufficiently verify genuine customers, however there is no way for us to get around this as we cannot bypass the security checks that we perform.

Kind Regards,

Sophie
Customer Service Supervisor.

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★★★★★

“Top Service”

Written on: 21/03/2016 by tlWelch195 (1 review written)

Just received my Canadian Dollars ...a saturday delivery, very smooth transaction. Will certainly use again… Read Full Review

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★★★★★

“Excellent service”

Written on: 17/03/2016

Ordered my Polish Zlotny yesterday expected to arrive 3 days later. Arrived next morning so very impressed with service. Not the best rate but good. Thank you very much… Read Full Review

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★★★★★

“excellent service with a smooth and quick transaction....”

Written on: 17/03/2016 by Shyannew454 (1 review written)

excellent service with a smooth and quick transaction. Will definately use again and recommend. Great rates… Read Full Review

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★★★★★

“Excellent company! Great service!”

Written on: 13/01/2016 by Holderya161 (1 review written)

I would strongly recommend this company. The currency rate was very good and I had received money the next day. And after I have to cancel my holiday I have no problem with exchange money in the same rate what I bought it. I am absolutely sure that I will use this company next time when I will be going on any holiday.Thank you very much!… Read Full Review

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★★★★★

“Exceeded Expectations”

Written on: 05/01/2016 by Larsonox264 (1 review written)

I was a bit sceptical at first using an online currency exchange service but ICE far exceeded my expectations. The currency arrived well before the delivery time and exactly as I had requested. I required currency in specific denominations, mainly due to the country I was visiting didn't widely accept large notes, and so I emailed ICE with my request after completing my order. They responded quickly and politely advising if possible they would do their best to meet my request. I was very… Read Full Review

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★★★★★

“Brilliant!”

Written on: 06/10/2015 by Waddell27 (1 review written)

I ordered a number of different currencies on a Monday and received them the next day. All currencies comprised clean crisp notes, securely packaged, with none torn or damaged in any way. I was most impressed by the fast and efficient service ICE provided and, without doubt, I will use the company again, next year. I have no hesitation in recommending them. Thank you ICE!… Read Full Review

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★★★★★

“Excellent and consistent service”

Written on: 01/09/2015 by KoenFraser (1 review written)

Always use ICE for my holiday money. Vey good rates and speedy delivery always… Read Full Review

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★★★★★

“Awesome Service”

Written on: 17/08/2015 by Spears201 (1 review written)

Ordered pesos on Wednesday, had them on Saturday. They notified me as soon as they were shipped with the tracking information. Would definitely use this service again. 5 stars all the way!… Read Full Review

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★★★★★

“Great Rate and Fast Service”

Written on: 14/08/2015 by Atkinson1993 (1 review written)

As a first time user of this service I have been extremely impressed with the online service. It was the best rate on all comparison websites and so easy to use. I was a bit wary about using a website for money exchange but needn't have been. Great rate and very fast delivery. Ordered on Sunday night and received money first thing on Tuesday morning. Even the denominations were what I wanted; mostly 50 euro notes, but also including 20s and 10s. I will definitely use again and would highly… Read Full Review

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★★★★★

“best rate ”

Written on: 24/07/2015 by owDowd173 (1 review written)

one of the best exchange can get,along with asda delivery i have always got next day because i order at lunch time a repeat customer last year and this year… Read Full Review

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