RG
Ryan G
1 reviews | Active since Dec 2015
24 Aug 2025, 11:18
*****sters ******* ****s
****s and *******… absolute Joke!!! Be very careful … paid them through their online provider which they charge you a percentage to use so that it can be immediate. They took my money on the 19/08/2025. Still to this day 24/08/2025 my money is not available. They claim due to thier provider having not paid them yet. But truly and honestly who they outsource a job to and the transfer between the two of them is not an acceptable answer for not paying me. Once their provider in our transaction has the funds essentially they have the funds and are liable to provide what was paid for. Also how can u charge for the transaction still if not provided in the way it was paid for? ********… also call themselves prepaid 24 and advertise as being completely 24/7 when actually mon to Friday 7am until 5pm payments not processed between them and no assistance is given. I was promised a call on Wednesday in regards to payment it’s now Sunday. Every time I call or contact they apologize and say we escalated the matter then absolutely nothing done from there so escalating is basically saying we really don’t care don’t wanna deal with it try again later. Honestly I’ve given proof they have the money and nothing is done!!!! Just pay me my money?!!!!! Oh and also I only requested and approved the transaction once they took it then tried to again and costed me insufficient funds fees when I never asked or gave them permission to do it again. Who must pay that now? Me because of their error and their mistake? No way that is ridiculous had they taken it would have had double my money and I would still be without it. Cool u can keep my money at 10000% interest a day as you had no permission to have it so long thats my terms as currently *******ly in possession of it.
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Replies (2)
Prepaid24's replyOfficial
26 Aug 2025, 10:46Good morning Ryan,
Thank you for taking the time to share your experience with us, even though it's clear that this has been an incredibly frustrating situation. We sincerely regret the inconvenience, delays, and lack of proper communication you've experienced.
Firstly, we want to apologize for the delay in providing your service despite payment being made on 19 August. You're absolutely right, if funds were deducted and the transaction was confirmed, you have every reason to expect the product or service to be delivered without delay.
While we do rely on third-party providers to process payments, we acknowledge that this does not excuse the lack of resolution, updates, or accountability on our side. The responsibility lies with us to ensure a smooth and timely experience, and we clearly fell short here, especially in not honoring the promised follow-up and failing to provide clarity when you reached out.
We also understand your concerns about the fees charged and the duplicate attempt that led to insufficient funds. These are serious issues, and we are truly sorry for the financial and emotional inconvenience caused.
Please be assured that:
We understand you are rightfully upset, and we appreciate your patience while we work to correct this. Our goal now is to resolve this matter fully and to begin restoring your trust in our service.
Have a lovely day further.
Kind Regards
Prepaid24 Team - Nigel
Thank you for taking the time to share your experience with us, even though it's clear that this has been an incredibly frustrating situation. We sincerely regret the inconvenience, delays, and lack of proper communication you've experienced.
Firstly, we want to apologize for the delay in providing your service despite payment being made on 19 August. You're absolutely right, if funds were deducted and the transaction was confirmed, you have every reason to expect the product or service to be delivered without delay.
While we do rely on third-party providers to process payments, we acknowledge that this does not excuse the lack of resolution, updates, or accountability on our side. The responsibility lies with us to ensure a smooth and timely experience, and we clearly fell short here, especially in not honoring the promised follow-up and failing to provide clarity when you reached out.
We also understand your concerns about the fees charged and the duplicate attempt that led to insufficient funds. These are serious issues, and we are truly sorry for the financial and emotional inconvenience caused.
Please be assured that:
- Your case was escalated directly to senior management.
- A detailed investigation were prioritized immediately.
- We are working with our payment provider to confirm the transaction status and resolve the issue as quickly as possible.
We understand you are rightfully upset, and we appreciate your patience while we work to correct this. Our goal now is to resolve this matter fully and to begin restoring your trust in our service.
Have a lovely day further.
Kind Regards
Prepaid24 Team - Nigel
Prepaid24's reply26 Aug 2025, 10:46
Official
Good morning Ryan,
Thank you for taking the time to share your experience with us, even though it's clear that this has been an incredibly frustrating situation. We sincerely regret the inconvenience, delays, and lack of proper communication you've experienced.
Firstly, we want to apologize for the delay in providing your service despite payment being made on 19 August. You're absolutely right, if funds were deducted and the transaction was confirmed, you have every reason to expect the product or service to be delivered without delay.
While we do rely on third-party providers to process payments, we acknowledge that this does not excuse the lack of resolution, updates, or accountability on our side. The responsibility lies with us to ensure a smooth and timely experience, and we clearly fell short here, especially in not honoring the promised follow-up and failing to provide clarity when you reached out.
We also understand your concerns about the fees charged and the duplicate attempt that led to insufficient funds. These are serious issues, and we are truly sorry for the financial and emotional inconvenience caused.
Please be assured that:
We understand you are rightfully upset, and we appreciate your patience while we work to correct this. Our goal now is to resolve this matter fully and to begin restoring your trust in our service.
Have a lovely day further.
Kind Regards
Prepaid24 Team - Nigel
Thank you for taking the time to share your experience with us, even though it's clear that this has been an incredibly frustrating situation. We sincerely regret the inconvenience, delays, and lack of proper communication you've experienced.
Firstly, we want to apologize for the delay in providing your service despite payment being made on 19 August. You're absolutely right, if funds were deducted and the transaction was confirmed, you have every reason to expect the product or service to be delivered without delay.
While we do rely on third-party providers to process payments, we acknowledge that this does not excuse the lack of resolution, updates, or accountability on our side. The responsibility lies with us to ensure a smooth and timely experience, and we clearly fell short here, especially in not honoring the promised follow-up and failing to provide clarity when you reached out.
We also understand your concerns about the fees charged and the duplicate attempt that led to insufficient funds. These are serious issues, and we are truly sorry for the financial and emotional inconvenience caused.
Please be assured that:
- Your case was escalated directly to senior management.
- A detailed investigation were prioritized immediately.
- We are working with our payment provider to confirm the transaction status and resolve the issue as quickly as possible.
We understand you are rightfully upset, and we appreciate your patience while we work to correct this. Our goal now is to resolve this matter fully and to begin restoring your trust in our service.
Have a lovely day further.
Kind Regards
Prepaid24 Team - Nigel
RG
Ryan G's updateReviewer Update
01 Sept 2025, 12:12So again a week later. No further even attempt at communication regarding the fees charged that you have still now taken for a service you did not actually provide as agreed and as was charged for. Also the duplicate transaction that I have had to pay for that you agreed is serious and stated you would have an immediate enquiry into it and that it has been “escalated” everyone’s new favourite scapegoat word that actually means nothing especially when nothing ever comes of claimed escalation. No feedback no results just a way of saying wait we will get to it when we get to it. And actually I find it incredibly rude now whenever anyone says they have escalated something as I am the one contacting you to escalate the matter the whole point of contacting you. Now I’m all of a sudden unable to speak to anyone that can assist with the matter and it’s escalated.. what’s the point of a helpline just playing broken telephone to pass on the message I’m already calling to give and giving an excuse to not communicate efficiently or resolve the actual issue creating a margin of error where that message was not correctly recorded and passed on. If in fact it ever actually was as to this day not once has an escalation with you ever even resulted in a response or contact with an explanation. Just contact you again and again escalate. So that means you just not gonna help and will give over to next person when I contact again if they will deal with it. .
Come now you say it’s urgent and it will be investigated immediately here on a public platform. A week later and I’ve not heard a single word further from you about it? How was it escalated? How could you possibly see it as serious when just don’t even get back to me over a week later. Where did this escalation disappear too??
Now answer this properly:
By when will I get a response regarding this and an outcome regarding the escalation to investigate my serious issue ? Date and time please?
Name of person to expect a response from as surely by now you know the name of the person dealing with the escalation atleast.
Ticket number of escalation that you should have given in previous reply already?
Come now you say it’s urgent and it will be investigated immediately here on a public platform. A week later and I’ve not heard a single word further from you about it? How was it escalated? How could you possibly see it as serious when just don’t even get back to me over a week later. Where did this escalation disappear too??
Now answer this properly:
By when will I get a response regarding this and an outcome regarding the escalation to investigate my serious issue ? Date and time please?
Name of person to expect a response from as surely by now you know the name of the person dealing with the escalation atleast.
Ticket number of escalation that you should have given in previous reply already?
RG
Ryan G's update01 Sept 2025, 12:12
Reviewer Update
So again a week later. No further even attempt at communication regarding the fees charged that you have still now taken for a service you did not actually provide as agreed and as was charged for. Also the duplicate transaction that I have had to pay for that you agreed is serious and stated you would have an immediate enquiry into it and that it has been “escalated” everyone’s new favourite scapegoat word that actually means nothing especially when nothing ever comes of claimed escalation. No feedback no results just a way of saying wait we will get to it when we get to it. And actually I find it incredibly rude now whenever anyone says they have escalated something as I am the one contacting you to escalate the matter the whole point of contacting you. Now I’m all of a sudden unable to speak to anyone that can assist with the matter and it’s escalated.. what’s the point of a helpline just playing broken telephone to pass on the message I’m already calling to give and giving an excuse to not communicate efficiently or resolve the actual issue creating a margin of error where that message was not correctly recorded and passed on. If in fact it ever actually was as to this day not once has an escalation with you ever even resulted in a response or contact with an explanation. Just contact you again and again escalate. So that means you just not gonna help and will give over to next person when I contact again if they will deal with it. .
Come now you say it’s urgent and it will be investigated immediately here on a public platform. A week later and I’ve not heard a single word further from you about it? How was it escalated? How could you possibly see it as serious when just don’t even get back to me over a week later. Where did this escalation disappear too??
Now answer this properly:
By when will I get a response regarding this and an outcome regarding the escalation to investigate my serious issue ? Date and time please?
Name of person to expect a response from as surely by now you know the name of the person dealing with the escalation atleast.
Ticket number of escalation that you should have given in previous reply already?
Come now you say it’s urgent and it will be investigated immediately here on a public platform. A week later and I’ve not heard a single word further from you about it? How was it escalated? How could you possibly see it as serious when just don’t even get back to me over a week later. Where did this escalation disappear too??
Now answer this properly:
By when will I get a response regarding this and an outcome regarding the escalation to investigate my serious issue ? Date and time please?
Name of person to expect a response from as surely by now you know the name of the person dealing with the escalation atleast.
Ticket number of escalation that you should have given in previous reply already?