ICE Plc - www.iceplc.com

ICE Plc - www.iceplc.com
★★★★★
4.6
91.0% of users recommend this
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Latest Reviews

“Avoid ICE at all costs.”

★☆☆☆☆

written by DieselDan on 08/03/2019

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.

Ice_Plc's Response to DieselDan's Review

Written on: 13/03/2019

Thank you for your review. We can assure you the delay in the buybacks from the old travellers cashcard were not due to the lack of funds and we can also confirm all buy backs received have now been processed and any buybacks received going forward will be processed within 5 working days. The team now dealing with the ICE Travellers Cashcard has changed which is why different email addresses have been given. If you would like to contact us directly on the call centre email address (unfortunately we are not able to leave email addresses on our responses) with your details we can fully investigate the status of your buyback. Many Thanks ICE

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“Time to put this lot out of their misery ”

★☆☆☆☆

written by JeremiahAguirre on 30/01/2019

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!!

Was this review helpful? 2 0

“My prepaid travel card declined”

★☆☆☆☆

written by Poolpit on 06/01/2019

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.

Poolpit's Response to Poolpit's Review

Written on: 07/01/2019

I have received a reply to the above comment asking me To repeat what what has already been done ,and which I am awaiting a responce .


MOST HELPFUL

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Was this review helpful? 3 0

“Appalling service”

★☆☆☆☆

written by BrennenGreene420 on 14/12/2018

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.

Was this review helpful? 1 0

“Hopeless customer service and website”

★☆☆☆☆

written by McMillaniw93 on 03/10/2018

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).

Was this review helpful? 2 0

“Failure to deal with order”

★★☆☆☆

written by ARZ4g4to on 25/09/2018

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.

Was this review helpful? 1 0

“failure to top up”

★☆☆☆☆

written by pferdy on 18/09/2018

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.

Was this review helpful? 1 0

“Poor rates, poor options, poor website”

★☆☆☆☆

written by rustyrb on 08/09/2018

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

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“Refunds not progressed unless chased”

★★☆☆☆

written by tim2018 on 06/09/2018

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

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“Appalling!”

★☆☆☆☆

written by RHiggs on 06/08/2018

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.

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 by Elliotw385 on 25/07/2018

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. !!!!

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 by AntwanSchwartz on 11/07/2018

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 it still hadn't arrived, I gave them a call that I want my money back in my account. Girl on the phone told me it could be done in 3 hours, but quickly backpaddled that this isn't the case and she never said that. As my top up was more than 7 days ago, it would mean I wouldn't get my initial amount back and it would take more than 3 days. Here's hoping I will actually get it back. Seriously, save yourself trouble and headache and just get one through the Post Office or your own bank!

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 by 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.

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 by Travellier on 27/04/2018

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.

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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Was this review helpful? 2 0

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

★★☆☆☆

written by davidbellis on 31/03/2018

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 and with the time difference I was left waiting all day till I can call UK, then it is very difficult and a long wait to get through. I had many frustrated discussions and emails but mainly to the people that don't know. One girl was even laughing. mainly empty appologies and lies saying they have done all they can do and hope it doesnt happen again. The automatic card securely mainly blocked the card when changing countries so it is useless as a travel card, it also blocked some transactions for only £1.50 so seeing as I spent nearly a £1000 during the week seemed pointless. Security was too sensitive or unnecessary, I have never known a bank like it.

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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Was this review helpful? 2 0

“Shockingly bad customer service!”

★★★☆☆

written by Thompson209 on 14/11/2017

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.

Was this review helpful? 0 0

“Good service”

★★★★★

written by Sabrina408 on 05/11/2017

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

Was this review helpful? 0 1

“Stellar delivery and a great rate”

★★★★★

written by Zoony on 14/10/2017

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

Was this review helpful? 0 1

“Great Service”

★★★★★

written by jaglin on 07/09/2017

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

Was this review helpful? 0 1

“Card is useless they are withholding my money”

★☆☆☆☆

written by Skippy1029 on 06/09/2017

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!!!!

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Our helpful community of likeminded people will be happy to answer any questions that you have.

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Asked by 62145188 on 6th June 2019 Report this content
I have forgotten my password to get into my account to order US dollars. It's urgent, can anyone help?

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Asked by MartinMacdonald on 1st April 2016 Report this content
I am looking to exchange UK sterling to Euros however not sure of how to use the service offered, can you outline and what comfort can be given regards security of delivery?

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Asked by hamklav on 11th April 2014 Report this content
At which bank's ATMs can I use an Ice GBP card in Peru without getting charged a massive fee?

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Answers (1)
Report this content Benny54 Written on: 14/04/2014
Sorry unable to help on this one as we took cash with the back up credit cards. Could you buy something & ask the retailer to increase the price so you get the goods & cash.Also use the card every time to pay for meals. We also found the travel company reps at each location very knowledgable & helpful. If you don't have a travel rep, then try Condor Travel (very good) as you can contact them & they may know the answer to your Q good luck Benny54
Asked by Swiftlywin on 15th March 2014 Report this content
I have lost ice app on ipad how. Can I get it back?

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Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.

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Answers (3)
Report this content gmgrandad Written on: 17/03/2014
Try emailing them.
Report this content hiyacynth Written on: 17/03/2014
I'm sorry, I know nothing about apps or iphones or anything like that, I use a desk top pc!! All I can suggest is that you find a pc you can use (try the local library or a friend) and log on to the website that way, then maybe find out what the app is.
Report this content Immedy Written on: 18/03/2014
I didn't have an iPad app I merely went to the website.
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