ICE Plc Reviews - www.iceplc.com

★★★★★
4.6 / 5
91% of users recommend this
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Latest Reviews

★☆☆☆☆

“Hopeless customer service and website”

Written on: 03/10/2018 by McMillaniw93 (1 review written)

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… Read Full Review

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★★☆☆☆

“Failure to deal with order”

Written on: 25/09/2018 by ARZ4g4to (1 review written)

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… Read Full Review

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★☆☆☆☆

“failure to top up”

Written on: 18/09/2018 by pferdy (1 review written)

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. … Read Full Review

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★☆☆☆☆

“Poor rates, poor options, poor website”

Written on: 08/09/2018 by rustyrb (1 review written)

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… Read Full Review

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★★☆☆☆

“Refunds not progressed unless chased”

Written on: 06/09/2018 by tim2018 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Appalling!”

Written on: 06/08/2018 by RHiggs (1 review written)

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… Read Full Review

Ice_Plc's Response to RHiggs's Review

Written on: 09/08/2018

Thank you for your comments. We apologise you are having these issues. Please can you email the call centre email address (unfortunately I am unable to include emails in this response) with the subject RHiggs Review Centre. Please send it from the email address you have registered with us and include your name and address.

We will then pass your email on to the ICE Travellers Cashcard Management team for a full investigation and resolution

Kind Regards,
Sophie

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Rhiggs's reply to Ice_Plc's Comment

Written on: 09/08/2018

Thank you, I have emailed and called daily when I wrote this review. However after nearly 3 weeks I finally spoke to a lady yesterday who seems to make sense and is trying to sort this out for me - fingers crossed!

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★☆☆☆☆

“Disappointed ”

Written on: 25/07/2018 by Elliotw385 (1 review written)

Used this card last year with no hassle whatsoever. This year I have been trying to get a buy back for the money left onthe card. So far I have made 3 phone calls , 1 complaint email waited nearly 2 weeks and still nothing !!!! Poor service. !!!!… Read Full Review

Ice_Plc's Comment

Written on: 09/08/2018

Thank you for your comments. We apologise you have had issues. Please can you email our call centre email address (unfortunately we cannot include emails in our responses here) with the subject Elliotw385 Review Centre, please send it from the email address that is registered with us and include your name and address.

We will then pass your email on to the ICE Travellers Cashcard management team for full investigations and resolution.

Kind Regards,

Sophie

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★☆☆☆☆

“Don't deliver what they promise”

Written on: 11/07/2018 by AntwanSchwartz (1 review written)

I have ordered a US Dollar Travellers Cashcard from them - shouldn't have done it though. On the website they say the card will be delivered in 3 to 4 days. 9 days later and I still haven't received anything. Called their (appalling) customer service a couple of times, who kept telling me it would arrive the next morning. Still nothing, even though they apparently send it by Royaal Mail First Class? (Why no option for a tracking number??) As my holiday was approaching and a day before travel… Read Full Review

Ice_Plc's Comment

Written on: 09/08/2018

Thank you for your comments. We apologise you have had issues. Please can you email our call centre email address (unfortunately we cannot include emails in our responses here) with the subject AntwanSchwartz Review Centre, please send it from the email address that is registered with us and include your name and address.

We will then pass your email on to the ICE Travellers Cashcard management team for full investigations and resolution.

Kind Regards,

Sophie

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★☆☆☆☆

“Poor Customer Service”

Written on: 05/07/2018

Request to reactivate account and 2 subsequent messages but no response. I have a frozen account balance of 2064 euros due to fraudulent activity. I asked how to open new account and credit it with balance from old account but no reply after nearly 12 days and 3 messages… Read Full Review

Ice_Plc's Comment

Written on: 09/08/2018

Thank you for your comments. We apologise you have had issues. Please can you email our call centre email address (unfortunately we cannot include emails in our responses here) with the subject 050718 Review Centre, please send it from the email address that is registered with us and include your name and address.

We will then pass your email on to the ICE Travellers Cashcard management team for full investigations and resolution.

Kind Regards,

Sophie

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★☆☆☆☆

“On line access”

Written on: 27/04/2018 by Travellier (1 review written)

The website isn't recognising my email address and despite several conversations and emails nothing has been done. I have also asked for a refund of 2x£200 because of this and nothing has happened after 6 weeks… Read Full Review

Ice_Plc's Response to Travellier's Review

Written on: 30/04/2018

Thank you for your comments.

We apologise that you have been experiencing problems.

Please can you contact me with your name, address and email address the account is registered with so that we can fully investigate and resolve the issue.

Kind Regards,

Sophie
Assistant Manager.

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Travellier's reply to Ice_Plc's Comment

Written on: 01/05/2018

Hello. Thanks for this. Please give me an email address/ tel no to reply to. I do not wish to share my details in a public forum, although others in your call centre have all this information

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Ice_Plc's reply to Travellier's Comment

Written on: 08/05/2018

We did put our email address but unfortunately it looks like it got removed when the post was moderated.

To get the email address please visit our website, go to contact us, then using the menu on the left hand side got to help and support and then use the callcentre email address.

If you make the email for my attention and reference the review center it will be passed directly to myself. .

Kind Regards,

Sophie
Assistant Manager

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Travellier's reply to Ice_Plc's Comment

Written on: 10/05/2018

I have done as requested and yet still got no response. Your call centre support is terrible

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Travellier's reply to Ice_Plc's Comment

Written on: 08/05/2018

You have not responded to my previous reply, my account is still not accessible. I am still £400 light in my bank account. If this whole situation is not resolved by the end of this week I will have no alternative but to report the matter to the financial services ombudsman

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★★☆☆☆

“Great offer but not worth aggravation,poor customer...”

Written on: 31/03/2018 by davidbellis (1 review written)

Sterling Travellers Cash Card. The idea is great but this card is only good if you travel to one destination and stay put. I used the 'sterling travellers cash card' as I was travelling around Asia through multiple countries. My card was blocked 5 times some times on a Friday and left with no money till Monday as there is agency staff employed to cover for the people who make the decisions. My first block was on Xmas eve the day I arrived and then the offices were closed till after boxing day… Read Full Review

Ice_Plc's Response to davidbellis's Review

Written on: 04/04/2018

Thank you for your feedback.

We apologise you experienced issues while using your ICE Travellers Cashcard. Although we do have fraud prevention features on the card we would not expect them to work in this way.

Please could we ask that you contact us, and provide us with your details so we can fully investigate this.

Kind Regards,

Sophie
Assistant Manager

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Davidbellis's reply to Ice_Plc's Comment

Written on: 06/04/2018

The relevant depatment can contact me directly or by letter. I am not calling your customer service and waiting around for people that have no authority to discuss these issues.

Regards

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Davidbellis's reply to Ice_Plc's Comment

Written on: 12/04/2018

This is the reply I got which doesnt sort out the issue that the card is not fit for purpose.

Dear
This is regarding your recent communication surrounding your ICE card.
We understand customer’s frustrations when a card is blocked by the automated security system, however we assure you this system is put in place purely for the protection of customers and the funds on their cards and this level of monitoring is requirement of due diligence and MasterCard.
We do apologise if any inconvenience was caused.

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★★★☆☆

“Shockingly bad customer service!”

Written on: 14/11/2017 by Thompson209 (1 review written)

Every time I called the call centre, no one seemed to know any of the answers to any of my questions. In fact they gave me conflicting answers to what is written on the website. I think ICE need to re-train their call centre! The card itself worked fine whilst in the USA… Read Full Review

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★★★★★

“Good service”

Written on: 05/11/2017 by Sabrina408 (1 review written)

Good exchange rate, fast delivery, and a good mix of notes. Will use again. Will recommend to family and friends… Read Full Review

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★★★★★

“Stellar delivery and a great rate”

Written on: 14/10/2017 by Zoony (1 review written)

Ordered on Friday at 10.30 in the morning, delivered Saturday am at 8.30 with no extra charge. Can't ask for better… Read Full Review

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★★★★★

“Great Service”

Written on: 07/09/2017 by jaglin (1 review written)

Good exchange rates and excellent service. Have used ICE for 3 years and have always had next day delivery as promised with no problems. Would certainly recommend them to family and friends… Read Full Review

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★☆☆☆☆

“Card is useless they are withholding my money”

Written on: 06/09/2017 by Skippy1029 (1 review written)

I loaded my card for a holiday to Kephalonia. First few days were fine but then for some reason ICE withheld my money so I am now stuck. Contacted ICE and they had no idea what the problem was and said that I would be contacted by a supervisor. Asked if I could speak to a supervisor but told none were available. This is a terrible service and I will never be using them again. I now have to use my British bank cards which will cost me more. USELESS SERVICE!!!!… Read Full Review

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★☆☆☆☆

“Dreadful service”

Written on: 31/08/2017 by 141Brewer (1 review written)

One of the worst customer services I have ever experienced. Long hold times and no system of escalation. if you have a problem they cannot deal with it. Their site had a fault with card top ups and there was no solution. They tell you they will call back and they do not. If you use the 'contact us' system on their portal you get an email to tell you they will call, but they do not. I would not recommend ICE PLC to anyone. This level of service should not be allowed… Read Full Review

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★★★★★

“Travel Money”

Written on: 26/08/2017 by delwalmer (1 review written)

Had a frustating morning trying to deal with sainsbury's bank - need I say more!!! Looked at ICE website, they weren't quite the best rate but had a price match guarentee. Phoned them spoke to a lovely lady  who agreed to match the best rate I could find. All dealt with brilliantly with no fuss and for 99p next day delivery, which arrived as promised. I had dealt with ICE some years ago and should have had the sense to go straight to them which I shall do in future. Don't always trust… Read Full Review

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★★★★★

“Simply the Best”

Written on: 19/08/2017 by Claytonse355 (1 review written)

Have used ICE before and always find them very friendly and helpful. I trawled the net for the best rate and once again came back to buy from ICE. Would recommend to anyone wishing to purchase currency… Read Full Review

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★★★★★

“Excellent ”

Written on: 10/08/2017 by Jaysond1955 (1 review written)

Ordered £2770 of euros on Monday, requested Saturday delivery and there they were Saturday morning. No problems at all, very happy would use again… Read Full Review

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