We are aware that some customers have been experiencing problems with making payments on their pre-paid card today (Monday, 21 July).
This issue is also impacting Care Providers and Personal assistants who are expecting payments for services delivered.
We have been working closely with our prepaid card supplier Pre-Paid Financial Services (PFS/EML) to deal with a significant issue which they have reported on their website:
“We are currently experiencing an incident which is impacting some users accessing the cardholder portal. If you are affected, please be assured we are working hard to restore service. Please be aware this also affects call centre staff accessing your account details. Please check here for further updates. We apologise for any inconvenience and thank you for your patience”.
We understand you may have frustrations and concerns about this issue. Cumberland Council officers are also unable to access parts of the system, whilst call times are long through Prepaid Financial Services, they are able to make urgent payments in most cases if there is an existing payee on your account.
We will continue to provide updates as more information becomes available. Thank you for your patience and understanding.
Our card providers website is also providing regular updates: PFS Service Status
If you still need assistance, please contact PFS/EML telephone number below:
To contact EML customer services, please call 0207 127 8160.