Slow & unhelpful

4.7 / 5
92% of users recommend this
  • Speed of service

  • Customer Service

  • Value For Money

GFUNK20's review of ICE Plc -


“Slow & unhelpful ”

Written on: 22/05/2013 by GFUNK20 (13 reviews written)

Card simply won't activate I'm now 6 lengthy phone calls with 6 diffrent responses as to a resolve and 3 diffrent computers this week alone trying to get the card to activate. (They admit there is a fault with their system) and i just keep getting asked to call back tomorrow. They can't help out of hours over the phone which doesn't give me much hope of any potential issues being resolved whilst abroad.

Now going through the the cancelation and & refund policy apparently ill receive a cheque some time in the future but they can't be sure when. I'm glad I only opened it with the minimum opening balance

I think this company has the potential to be good but really need to improve on customer service and have a better technical support

  • Personal

    Type of customer

  • Speed of service

  • Customer Service

  • Value For Money

Ice_Plc's Response to GFUNK20's Review

Written on: 24/05/2013

Thank you for your review. We appreciate all customer feedback as it helps us to continually improve our service

I apologise that we have not been able to resolve this issue satisfactorily. We do currently have an issue with the activation process that is affecting a small minority of customers. However if you are affected by this issue you should still be able to activate the card by calling us during our business hours, Monday –Friday 9am-5.30pm and Saturday 10am-1pm.

With regard our cancellation and refund policy, our chosen method to refund customers is via bank transfer. We only issue cheques at the customer’s request. I have checked the website and cannot find any information regarding refunding via cheque.

If you do require a refund please can you send an email with your request. One of our advisors will then contact you with the details required.

If you would like to discuss the issues you have had in more detail please do not hesitate to email me.

Kind Regards,

Customer Service Supervisor.

Reply to this comment

Gfunk20's reply to Ice_Plc's Comment

Written on: 28/05/2013

Hi thanks for taking the time to reply to somewhat negative review, since this review was written I have now had the card activated over the phone,

With Regards to a refund being issued by cheque this informortion was given to me by one of your advisors i qoute "a refund will be issued err probably by cheque im not sure how long it takes but can you call back tomorrow" not gained via the website. It's just a shame that each of your advisors had a different recommendation for resolving my issue.

Kind Regards

Reply to this comment
Report this review
Was this review helpful? 0 0