I recently took out a Post Office pre-paid travel card before travelling to Asia. I put some money on it before leaving but have been unable to top up for four days. The website appears OK but all transactions fail. The error message that appears advises customers to contact their card issuer, so I assumed the problem lay with my bank. But my bank says it has received no requests for payment and, indeed, the error message appears before the verification page.
Now I’m stuck on the other side of the world with no access to my money. I can’t be the only person who’s been left high and dry by this. RK, London
Indeed you are not. The Post Office tells me that a “payment processing issue” meant that over three days some customers were unable to top up online. “We have been working hard to rectify this and can advise that this issue has now been resolved,” says a spokesperson. It’s unimpressive that all that hard work didn’t include posting a warning on the website, instead allowing customers to blame their banks.
The Post Office travel card is supposed to provide a secure way to transport money, but critics have complained of difficulty finding businesses that will accept it, and low buy-back rates when trying to redeem money left on it at the end of a break. Moreover, transactions are not protected by the Consumer Credit Act.
You have now successfully topped up and the PO has apologised, but in future make sure you have a credit card to hand in case the card lets you down.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
