Help Please! Coles Prepaid Reloadable Mastercard Issue

Lvinnyd23 on 03/11/2016 - 13:35

Hi All,

I hope you can help me please. I ordered the Coles prepaid reloadable MasterCard as I was going overseas.

I ordered it online and paid $110, $10 fee and loaded $100. I received the card yesterday in mail and tried to activate it.

When I tried to activate it, it then give me an error that the card has already been activated and I could not login to the portal.

I called the customer service today and they told me that I have breached the terms and conditions and my account has been closed and money will be forfeited, just like that.

I asked what terms have I breached and they said they cannot disclose it. I then asked to speak to the supervisor, who said the same thing.

I said at least tell me what conditions have I breached but she said she can't disclose it and my money has been forfeited, the whole $100.

This does not make sense to me how can I lose my money without doing anything at all. Now not can I use it overseas, I have also lost my money for apparently no reason.

I have gone through the PDS and nowhere it says that whole money will be forfeited.

I have sent an email to them making a formal complaint. I guess will just wait and see, else lodge it with Financial Ombudsman.

Anyone has any experience dealing with them? Or how should I approach?

Any help will be much appreciated. Thanks All.

Financial

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Comments

  • mskeggs on 03/11/2016 - 13:37
    +4

    I think you have answered your question:
    Financial Ombudsman

    If you need a card with similar functionality, Travelex can issue immediately one over the counter.

    • vinnyd23 on 03/11/2016 - 13:44

      Thanks mate! Will look into 'Travelex'.

      I guess with the Financial Ombudsman, I just need to wait and go through the proper process.

      Would have been good, if they would have at least given a reason. What a way to start my holiday!

  • bargaino on 03/11/2016 - 14:12

    You sure its not a scam? You did not go to a fake website to activate and get a fake call centre?

    Did you see:

    Limitations on the use of your Online Card
    You must not attempt to use your Card Details to make direct debit or recurring or regular installment payments. If you attempt to use your Card details in this way, we may suspend or cancel your Online Card and you’ll forfeit any remaining value on your Online Card.

    • vinnyd23 on 03/11/2016 - 14:18

      Thx for the reply..thought about it but I don't think so..same website and call centre number from the mail and email I received. Also, the same on coles financial website and the 'pds'..I think maybe the call centre people are doing something dodgy..

      • bargaino on 03/11/2016 - 14:20
        +2

        The company is Indue. They are dodgy, even more so than a bank.
        A big red flag is that they get to keep your whole balance if the card expires.

        • vinnyd23 on 03/11/2016 - 15:58
          +1

          Yep, you are spot on mate…did some digging, it is underwritten by Indue Limited company. But, you would assume Coles will take all the necessary precautions before signing up with them as it is still their brand name.

          As per the Ombudsman, I have sent them a formal complaint (needs to wait 45 days) and also contacted Coles on Facebook. Hope, I can get my $100 back.

          Thanks for your help!

        • pooman on 20/01/2017 - 15:54

          Yes if you do nothing about it.
          You can request a new card though once it expires.
          Also, if you do nothing about it and the funds get taken, Coles gets the money (not Indue)

    • vinnyd23 on 03/11/2016 - 14:21

      I could not even get to use it..so I don't think I did setup any direct debit or recurring payments..The thing which bothers me is that why did not they tell me the reason..I mean if there is something I have breached..just tell me and I would accept it..

      • apple2016 on 03/11/2016 - 16:24

        If there was a reason they would have informed you of the same.

        • vinnyd23 on 03/11/2016 - 17:56

          Yes I guess or they are finding a reason now so that they can screw me..I am glad I didn't put more than $100

  • Steptoe on 03/11/2016 - 16:59

    Was it delivered by registered post, so you can prove you didn't use it before trying to activate.

    • vinnyd23 on 03/11/2016 - 17:54

      It was regular post but it is dated. They do offer fraud protection so I can dispute the charges, but they just closed the account without giving any reason..I think someone in their call centre must be doing sthg dodgy.

  • Baysew on 03/11/2016 - 17:59

    Get a Citibank Plus card.

    Are there any advantages of Reloadable cards ?
    You even paid a $10 fee, just to get the card.

    • vinnyd23 on 03/11/2016 - 23:07

      I was going to get citibank but then while applying online,they said they will do credit check..as I am looking to get a home loan, I thought I am better off using the reloadable one..well should have taken the citibank, too late now.

      • Baysew on 04/11/2016 - 11:23
        -1

        The Citibank Plus account is a debit card, not a credit card. There is no credit check.

        If you were applying on-line what voices did you hear telling you they will do a credit check?

        Anyway, one credit check is not going to make much of a difference to someone looking to get a home loan compared to spending to go overseas.

        • vinnyd23 on 04/11/2016 - 17:31

          Dont know what voices are you hearing? I asked for help not for alternatives..check the citibank website n you will know..easier to give advice than actually contribute/help in a constructive way..nevertheless i appreciate your response.

  • alvian on 06/01/2017 - 21:02

    What is the outcome of this? Was the Ombudsmen able to help?

  • vinnyd23 on 13/01/2017 - 12:32

    Apologies for the delay. I was overseas and did not have internet access.

    Before leaving, I did write an email to the contact person (Mr Sergio; [email protected]) listed for Indue Limited company for dispute resolution.

    While I was away, they did send me an email and apologised for the issue and refunded $110.

    I am glad that I got back my money but they never gave any explanation. Best guess, someone used it internally and call centre was helping them to get away with it.

    lesson learned, never buying financial services products from Coles.

    Many thanks to everyone for your contribution and valuable advice.

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