PC Financial / President's Choice Financial Mastercard
reviews and complaints

Observed a charge (Dec) on my pc mastercard that I had no idea what it was. PC mastercard refused to devulge any info on charge for device protection. Next contact with them they gave me a number for telus medical. The next contact with PC mastercard they declined my request for cancellation and still did not devulge who the charge was from. Turns out the charge was generated from pc mobile when I purchased a phone from rogers. I did not request phone protection from pc mobile or pc mastercard.

1year ago I lent this woman 40 buckd and she repayed me via etransfer PC Financial wrongful Blocked all 4 of my accounts I had had and been using with them for over 2 years because of frequent activities that women I lent money to had done with her bank account. They kept any money that had gone in including my rent my grocerie money and my monthly child tax money ibhave a 2yearold I was evicted they would not allow me to access it! So Finally they said they'd mail me my money as my accounts were now closed ... they said it would be 1 month it's been 4 still haven't received my funds! So I apply for my student loan and yup it goes in to the account they had said was closed! Now I cannot access my student loan to pay my tuition or pay my rent this is the worst bank I have ever delt with I called and sat jn hold 3hrs just so the call could be disconnected... I'm beyond pissed so I called back just to speak to and be transferred to 4 or 5 other reps I had to repeat myself 5 times to explain the issue just to be put on hold again. this has ruined so much and made life extremely hard I believe it's complete [censored] that my life is being affected because a completely different person frauded Herndon completely different bank!

I am still holding on the phone for over 40 minutes to get help to activate our new master cards.

I finally talked to Onome who after a number of minutes was able to confirm that my card had been activated even though at the beginning of the call she said it hadn’t.

Now we want to activate my husbands card and it is impossible. When I take a photo of the QR code I get the message that this account is not active (he’s been using it for years!). Onome transferred me and told me that I would have to enter Dave’s 3 digit security code but when I did that, it said it was not active (or something to that effect). I could do nothing on the phone then!

PC master card does not have have any customer service that will help. I have now been over 2 hours for what should be a simple process of activating two cards. It’s honestly insane and I am so stressed at this point.

Terrible, terrible customer service!

I want to inform you of an address change! Tried to log into my account and

keep getting wrong username and wrong password. This is ridiculous. Called your phone # on 2 seperate occasions, 1st time on hold for over 2 hours and I hung up, 2nd time 40 minutes and I hung up again. Absolutely ridicoulous . to expect a customer to wait that amount of time.

I've been on the phone for 9 hours with the bank calling this number and that number no one is helping me at all my daughter is sick I need to get her meds my account was fine this morning when I came back from school to help my daughter I went to buy her meds and, y account was blocked no idea why and no one will call me back answer my emails or calls I have a sick daughter I just want to get her medicine shies 14 and I've missed school today do to trying to see why I can't get into my account and still nothing my daughter is suffering because my money is locked up and I just want my money for my kids I have 5 of them they need to eat and It's for when I need emergency stuff like medicine its breaking my heart seeing my girl sick and you won't let me touchy my money

my credit card statement says that payment was due on April 29th — so, I scheduled the payment for that date. On Friday (April 29th) the payment was made (i.e. came out of my bank account). Yesterday (April 30th), I received a message saying that my payment was late. Today (May 1st), I called customer service and they say I (mind you) have to make the payment a few days earlier than the date indicated in my statement because it takes about 3 days for the PC’s system to process the payment. Why is the onus of this delayed process on me, the customer? As far as I can tell, the payment made on time. Is this even legal? Can PC Financial charge me fir something that is beyond my control? Why is that I have to be held responsible for the time it takes PC’s system to process my payment that was made on time?

On January 5, 2022 I received the invoice where I see that two transaction are not mine which was ordered on Nov. 27/21 and on December 1, 2021 conversion from us DOL to cad dollars -175.14 Cad converted from 133.49 Us and another charged my account on Dec.1/21 168.65 cad converted from 128.25 US
I went on my account and I see that the same transaction with the same amount were ordered on Dec.27 and Dec.31/21. Different name but same price.
The four transactions are not mine, and somebody used my card without my consent or knowledge. I had never ordered and received any items pointed on invoice dated dec.25/21 and the new charges for the same price namely newluxurybeneficial-dec.31/21 and Radiantamazingbrilian dec 27/21
Please stop my card and the new balance sent me without the 4 transaction which I did not order and not receive and I do know what it is.
My tel [protected]

September 26, 2021 bill payment of $147.25 to Eastlink Acct. on the pull down selection. It was in turn the wrong account but did not show Eastlink Cable as a choice at that time. Eastlink has confirmed that since there was only a 10 digit acct. number entered it would automatically stay with PC Financial. PC has charged me $24. fee for this and has taken this out November 1, 2021. Saying it should take 7 to 14 days. I have spent over 20 hours on the phone regarding this matter talking to account specialists and customer service reps and asked for a call from a supervisor and never had a return call. Thus I am asking for return of the $24. fee charge and the $147.25 for the Eastlink Bill return.

In October of 2021 I opened a PC money account that they closed without telling me, when I called to ask why they said "it came from above them" and couldn't tell me. Two days AFTER my account was closed they allowed a deposit from Ontario Works to be put in for almost $700. It's been 3 months now & they have YET to send me back my money. I call once a week to ask & get no where. I've emailed more than once with zero response. WORST COMPANY EVER. That check was my way to eat & pay rent that month, I'm on welfare and obviously don't have months to wait. I'm so fed up with spending HOURS on hold everytime I call. How do you have long wait times everyday? just say you have 5 people working from home & it's going to be a bit.

Due to unfair repetitive account holds over the last week, I have asked multiple times to close my account only to be ignored and refused. I attempted to use the phone system to close my account and the option when navigated to gives you a message instructing you to leave a message then doesn't allow you to leave a message but hangs up instead.

On Sep 22, 2020, I requested a new PC Money Account through my existing PC Mastercard login via the web.

At first, I could not get access to this account, although this was promised in all communications I read. I contacted the helpdesk via my account 3 times and nothing happened, see transcripts below. At first the person responding did not understand the issue. The second time it turned out there had been a technical glitch and I was promised that I would be contacted within 2 business days (which did not happen). The third time I sent a note in capital letters to get attention. Nothing happened. In this period I also provided a possible solution, but never heard back on this either.

As of Saturday afternoon, October 10, I don't have access to my existing account at all, let alone the new PC Money Account. This means I can't even see what I need to pay by when, to prevent getting into arrears, let alone see the transactions on my credit card.

On Monday, October 12, I sent an E-mail to the helpdesk, see below, in which I - again - asked for attention to my issue. I have not even received an E-mail that they received my complaint.

Resolution I seek:
I need normal access shortly, at least to my existing account, so that I can pay on time. I'm even okay with not having the PC Money Account at all, because if it starts out this way, I wonder what the future will hold.

I want to make clear that I am only using this medium for my complaint because there is no information directly available from PC Financial that tells me how to escalate an issue that is taking too much time to resolve.

Below are the E-mail and helpdesk interaction.

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E-MAIL TO HELPDESK, OCT. 12, 2020

Hello,

Please carefully read the attachment, it is the summary of all the conversations I have had up to last Saturday, Oct. 10, just trying to set up a PC Money Account. I have asked for escalation and have heard nothing back, just empty promises.

As of this Saturday afternoon, I can also not access my account via online sign-in, and consistently get this message, whether asking for a code via E-mail or text:
Something went wrong on our end. Please try again later. [#020001]

My husband and I are at the end of our wits and are seriously considering ending any accounts we have with PC Financial. This takes too much out of our lives to be dealing with.

Please respond through E-mail, as I can't access my account. And please don't ask me to call a number so that I can wait forever to speak to someone. I have not had this bad a service from anyone for 2 decades.
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COMMUNICATION WITH PC FINANCIAL HELPDESK ON PC MONEY ACCOUNT, attached to E-mail on Oct. 12.

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Hello, I opened a PC Money Account this morning. According to both the on-screen message and an E-mail sent to me, I am approved and can now start funding the account. But it does not show up on my dashboard. Can you enlighten me? Thanks.
Sep 21, 2020 9:41 AM

Thank you for your message, we will respond to you as soon as possible.
Nous vous remercions pour votre message et y répondrons aussitôt que possible.
Sep 21, 2020 9:41 AM

Hello,

I understand that recently you have opened a new PC Money account that does not appear in your online account and you would like to have this new account merged with your MasterCard online account so all your accounts are in one place. I am happy to help point you in the right direction to have your account merged. Please contact us directly at [protected] to have an account specialist walk you through the steps to merge your accounts. We are available 7AM - 11PM EST, 7 days a weeks for your convenience.

Please reach out to us at any time, if you have questions or concerns regarding your card or account.

Sincerely,
Daphne

We hope you've had a chance to review and download the PC App! You can check it out here< a href="https://play.google.com/store/apps/details?id=ca.pcfinancial.bank">Androidand< a href="https://itunes.apple.com/ca/app/pc-financial/id1446078005?mt=8">iOS!
Sep 22, 2020 1:24 PM

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Following up on previous: I am extremely disappointed with the situation and want to escalate this to at least one if not 2 levels above this service desk. I have followed all the instructions for opening a PC Money Account. Both in the sales pitch and after I had filled out the necessary information from my normal login, it was absolutely clear that I could starting with this account right away. I could not. I had to wait for the bank card, which has now arrived, 9 days later. It says I should now create a login, which I already have. So. logically speaking, I should now be able to add an account in my existing login, but that leads me to the same procedure I did the day I wrote my first complaint. The other option is to log out and try to create a new login, but that goes into the same "create new PC Money Account account procedure. I have now been waiting over 45 minutes with only 5 people waiting before me (how many staff do you actually have on your helpdesk? Your standard message says:"your call is important to us". Is it?). I have wasted 2 valuable weeks that I could have used otherwise if I had gone to the competition. I also have issues with your website that kicks me out every minute or so, so that I have to log in again. I am seriously considering going to the competition, this is not worth the trouble. I am only glad that my existing credit card account is not giving me the same headaches (other than getting kicked out all the time. I will hang up now.
Sep 30, 2020 8:33 PM

Thank you for your message, we will respond to you as soon as possible.
Nous vous remercions pour votre message et y répondrons aussitôt que possible.
Sep 30, 2020 8:33 PM

Hi,

I'm sorry that you aren't seeing your new PC Money Account attached to your MasterCard and for the continued frustration this experience has been thus far.

When opening your new account, generally our system is able to pick up that you are already a member of our PC Financial family and will automatically link your accounts for convenience. After reviewing, I see that your PC Money Account was not attached to your online account which is why you aren't seeing the option to activate it and Daphne had suggested giving us a call.

At this time, we are experiencing larger than normal volumes and understand that your time is valuable. I've escalated the request to have your accounts combined on our end so that you may proceed with activating and using your new PC Money card. Please look out for an e-mail to let you know what the status is within the next 2 business days. I appreciate you allowing us this opportunity to correct this for you and hope you enjoy the new card soon.

Sincerely,
Kristi

We hope you've had a chance to review and download the PC App! You can check it out here Android and iOS!
Oct 3, 2020 3:45 PM
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Following up on previous again, I have not heard anything back up to now. Regards
Oct 7, 2020 12:48 PM

Thank you for your message, we will respond to you as soon as possible.
Nous vous remercions pour votre message et y répondrons aussitôt que possible.
Oct 7, 2020 12:48 PM
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Actually, given the speed at which things are going, I think the best solution is to delete/cancel the recently created account and 1. Create a new account with the same information (please do that for me, so that I don't have to go through this again) and 2. Link the card I received to the new account, if possible, otherwise send me a new card. Please let me know ASAP.
Oct 8, 2020 7:13 AM
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HELLO, AM I LOST IN THE SEA OF COMPLAINTS? THIS IS MY THIRD TICKET OPENED FOR THE SAME ISSUE THAT ORIGINATED ON SEPTEMBER 22. CAN SOMEBODY PLEASE RESPOND AND RESOLVE MY ISSUE!
Oct 10, 2020 12:13 PM
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PCF Mastercard, or President Choice Financial Mastercard. I called today (my MC# [protected]) to do a balance transfer, and the rep told me that PCF takes maximum 30 business days to complete a balance transfer. Usually, it takes 2/3 business days in other banks. This bank has a bad process time.

While the world is moving forward, PCF is moving backward. This is unacceptable to long-time customers.

I received a letter saying that I have won 250, 000 was sent a check for 4550.00 and was to deposit check into my account and with drawl 3900.00 and sent it to Wendy Jackson 1765 Peyton Street, London - United KIngdom to pay for the taxes. I took the check to the bank and it was a fake check. The guys name is Tim Weeks
[protected]. The supposed presidents name is Brenda Fawcett
[protected]. This whole issue really crushed me cause I do enter all kinds of sweepstakes to better my life for me and my kids and I really thought this was the one. These people need to be stopped they want to scam people well everyone they have scam or tried to scam they need to pay for what they have done to us..

I am living in US for more than 3 years and I have updated my address and phone with President choice at least 10 times.
Still they call my previous phone number back in Canada and leave me message.

Once when I ask a lady at customer service why they keep calling me there and it is a violation of my privacy to talk with someone in Canada about my account, she hung up me.

The worst customer service ever! I have been a customer with Royal Bank of Canada and over the years never had any unpleasant phone call with their customer service.

I have asked for them to remove my phone number from their files. I have had my current number for 6 months. I don't know the person they are calling for, i have never met her but they continue to call me every single day, twice a day in order to collect from her.

First, they ask for her name, a name i don't know. I'm told to press 1 to respond and i need to press last 4 digits of the credit card i don't own in order to access person. The next time they call, i press two to take a message. I collect the phone number to call them and get their machine. This is saturday afternoon. I leave a message to have my number removed. No response.

Monday they call in the morning and i leave it assuming they'll get to the message. They don't. They call again in the afternoon and i call back to tell them to remove my number. They tell me they will and that they are sorry. Tuesday morning i get another call in the morning. I ignore it. Tuesday afternoon i get another call and call back. I ask to be removed from their call list yet again and explain that i don't know the person they are calling for. They tell me that the number takes 24 hours to be removed. I say it's been more than 24 hours and tell them that it had better not happen again or i'll be seeking money to recover cell phone air time receiving these phone calls. Wednesday they call in the morning. I'm not near my phone and miss the call. Wednesday afternoon they call again and i tell them that i want 20 bucks for all the calls. They tell me they wont pay me anything and promise they wont call again and state that they 'just now' took my phone number off the account.

2 weeks i have been getting these calls. I really wish they would go away. It's flat out harassment.