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.
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!!
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.
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.
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).
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.
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
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.
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
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!
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. !!!!
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
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!
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
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.
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
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.
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.
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
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
Written on: 10/05/2018
I have done as requested and yet still got no response. Your call centre support is terrible
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
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!!!!
written by 141Brewer on 31/08/2017
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.
written by boosted_jeep_uk on 16/05/2017
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 money for them to generate interest off of. So, despite my emails asking them to clarify the situation - nothing, nada, total silence - guilt perhaps ? What really really annoys me is that i've deposit over $7000 with them for my family to use, and now i'm stuck with the whole lot on one card.
written by LukasArcher260 on 26/04/2017
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 back my currency through their website. This takes 5 days to complete. Not a lot of use if I am travelling in 4 days. I am also now aware of customers whose cards expired while they were travelling!!! Apparently I should have chased the new card myself! What other companies fail to issue / notify customers at such ridiculously short notice? If any bank behaved this way then it would deserve to lose custom. ICE certainly does. Also don't expect to talk to a manager or supervisor at their 'customer service centre' ( I use the term in its very loosest sense ). They just sit about and don't or can't speak to their customers apparently while leaving their minions to answer queries from a script. This has to be the worst customer service I have ever encountered. Don't bother attempting to complain via their website; they just ignore it. DO NOT TOUCH WITH A BARGEPOLE! You have been warned.
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
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.
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.
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.
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.
written by McGrath10 on 26/12/2016
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 unusable. The only response to my emails is that it will get done and they'll let me know when they have done it. It looks like the trip will have finished before that happens and I will have to make much more expensive alternative arrangements. Not to mention all the hassle and distress of having the card being continually turned down. Don't give them your money - at a minimum I'm down their £20 loading fee and I still haven't been able to spend a penny of my own money.
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.
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.
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.
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.
written by CodyWelch143 on 16/10/2016
!!!!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.
written by NotHappy2016 on 16/06/2016
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!
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.
written by 328Munoz on 03/06/2016
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 convenient time as their office is only open 9am-5pm English time despite them saying its 24 hours on their website! I must of spent a FORTUNE trying to get through to them for over an hour but because this was quite an emergency I decided to go through to 'lost and stolen' which is the only department that is in fact 24 hours (to my delight after trying every single available number) somebody answered and asked me which card I'm talking about because I have FOUR ACTIVE CARDS?! This was my first time using ICE so not sure where that had come from?! Anyway he managed to find out which card I was using & I was told that it had been cancelled. He didn't know why though and there was no explanation what so ever. I was passed from person to person & after another hour on the phone I still had not received a proper answer and nobody seemed to know what was going on which was extremely frustrating for me as I had no access to any of my money. Eventually they managed to reactivate my card after numerous phone calls back and forth and re-trying my card in different shops. What a nightmare! Not only that, the company seem to hold money that has been refunded onto the card so you have to ring up to ask them what's going on & they then stop the payment pending. You can also only top up your card online within the hours of 9am-5pm. Which means in America I had to stay up until 12am just to top up. Numerous times I tried ringing to ask if they could sort this for me over the phone to be told rather rudely "you're through to lost and stolen" - I was very aware?!! She then continued to tell me rather rudely after explaining my issues that she "can't help me" and is not "trained" The staff do not seem to be able to deal with any request you ask and are not "trained" properly what so ever it seems and have no sympathy towards your problems. The numerous times I have rung with issues, I have not received an apology once. I also tried contacting them through email and text as assumed this would be easier because of the time difference - I was completely ignored both times with no acknowledgment of even getting in touch. I even tried to ring this morning, (Tuesday 31st may 12pm) to be greeted with an answer phone message saying they are closed over the bank holiday & will reopen Tuesday 31st at 9am. The phone was then hung up?!!! The phones were obviously not turned back on & I cannot express my frustration enough! The staff are rude, the customer service is rubbish, the website is rubbish, the card is rubbish. The phone system is rubbish. I would not recommend them to anybody!
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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As rated by our community of reviewers
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