How hard is it to find a single competent person to talk to when calling your 1800 helpline?

I have been repeatedly hung up on and lead in circles. Not only have I had to deal with the stress of your affiliate Travelex going down while overseas, I have been repeatedly assured by your call centre staff that a)bpay recharge would almost be instant (it was not) b)hung up on when pointing out Travelex’s website and app were down and could not be used and c)lead around in circles getting transferred to “specialists” who reassured me that they’d ema...Read more

Travelled to Cairo in Egypt, on 4 October a private tour booked through The Great Pyramids Inn Hotel processed payment of $100.USD ($156.91) by Eftpos. I had no issues using my card for payment or at ATM ‘s. Unfortunately after arriving home two weeks later I discovered the transaction had been duplicated. I was unaware that Cash Passport was based in the UK and a series of phone calls and emails to customer service became most frustrating dealing with a different person each time. Although I had only 10 days to lodge a dispute form, the Mercha...Read more

Shortly prior to spending 2 weeks in New Zealand from 1.10.19 we obtained a CashPassport on the recommendation of our bank. We transferred from our bank $5000 AUD when as we recall the exchange rate was $1.08NZ to $1 AUD. Not having receive a statement recording the amount credited to the Cashpassport we can not say the amount of NZD we received. On completion of our travel mid October we did not act immediately to cash in the balance on the card but when we sought to do so on 25/10/19 we were advised that of the balance of $2535.57NZD we woul...Read more

I took up their 'amazing' deal - load $3000NZD equivalent onto the Cash Passport and they will give you back $200 NZD. Dont believe them !! They credited me $120NZD and said I didnt qualify because I had only (according to them) put $2998.98 NZD on the Cash Passport - even though I sent them a copy of my bank statement and the email order they sent me with the USD rate and the fact that it was $3000NZD. I have spoken to their call centre in the Philippines (?) on numerous occasions - cant understand most of them there - I have sent three ...Read more

Initially used cashpassport for a trip to Italy. When I tried to access my card again for a trip a couple of years later (card did not expire for another two years) they could not find my account. I got transferred on the phone from person to person, put on hold and then hung up on. They advised I contact the bank I ordered it through, so I did. My bank said they could not understand how they can't find my account when I had 2 cards linked to it in my hands and all necessary details. I tried to create a new account, but the online portal would ...Read more

If I could give this no stars I would. Like everone else here I need to add to the pile of coments about how useless this card is. I purchased this card for traveling around europe as I was told it would have less fees than my standard debit card (my debit card ended up having smaller fees than the cash passport card). Firstly the pin I was given did not work so the only way i could take money off was through paywave. Secondly I lost my card overseas (yes my mistake) however when i tried to close the card and take the money off i couldnt get th...Read more

I have copied and pasted "Carrie S" post below as it is pretty well the same experience we had. Same area - Alaska/USA/Canada. Our bank transfers (to reload) worked fine though. I have just cashed out our remaining balance and will be burning the cards. We have advised our bank (BOQ) that this product is rubbish.

"We traveled to Canada/Alaska/USA in July/August/September 2022 and had pin lockouts, no tap facility and limited access to our money in all these countries with this card. There were many times this card would not work in ATMs or at ...Read more

We traveled to Canada/Alaska/USA in July/August/September 2022 and had pin lockouts, no tap facility and limited access to our money in all these countries with this card. There were many times this card would not work in ATMs or at checkouts and this cards unreliability caused angst and stress during our trip. Our funds from a reload via BPAY were never loaded onto our card leaving us without funds for 3 weeks in the USA. The phone “helpline” was completely useless and either dropped out our call or asked us to email our complaint to them and...Read more

This is the worst customer service ever. So I have this card which I have used on previous trips (Europe and NZ), and it worked OK, not super cheap but ok. I recently logged in to my account and moved the 5 euro that was left on it over to jp¥ and the site let me, was happy to show balances etc. I then used the bpay code to chuck $500AU into the card, as part of my budget for my trip to Japan in November (which takes three business days) I checked the account just now, two weeks later as I was about to move more money into the account, but ther...Read more