One Life

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I am absolutely appalled by the inhumane and negligent treatment I have received from Prepaid Financial Services. For over two weeks now, I have been unable to access my account in order to pay my severely disabled son’s carers. As a direct result, I now owe over £1,000 in unpaid care. The lack of support, clear communication, and alternative payment options has placed an unbearable amount of stress on both myself and—far more critically—on my son, whose mental and physical wellbeing are already severely compromised.

Due to this ongoing failure, I have had no choice but to tell his carers to cancel all future care. The ripple effect of this is devastating. My son’s needs are not being met, his stability is being threatened, and I am unable to work without adequate care in place for him. The emotional and financial toll is overwhelming.

When I contacted customer services on Friday, I was told my account would be accessible by the end of the weekend and that I was now considered a “priority.” Not only did that promise prove to be false, it’s utterly offensive to suggest some service users are more important than others during a crisis like this. I reassured my son’s carers they would be paid within 48 hours based on that information—information that turned out to be completely untrue.

It’s now Tuesday, and I still cannot access the account. The promises made by customer service have not only proven empty, they now appear to be intentional fabrications designed to pacify desperate users. It is hard to believe that this dishonesty is not sanctioned from the top, which suggests a complete abandonment of ethical responsibility.

This is not just poor service—it is cruel. It is harmful. And it is utterly unacceptable. Vulnerable people are being put at serious risk due to your incompetence and indifference. You must take immediate action to rectify this situation—not just for me, but for all service users currently suffering in silence. And you must instruct your staff to stop giving false hope. That’s not reassurance—it’s lying.

Enough is enough.