EML Payments USA
Reviews and Complaints

I got a letter in the mail today, on 2/25/22, telling me to call *** to get back $225. If I don't, it will go to Florida. I called that number twice and was put on hold twice for more than 15 minutes, waiting for a supervisor who never answered. If they have my name and address, why didn't they just send me a check in the mail instead of this letter?

I got a gift CC w/$25 value from my boss. $11 of the money got hacked online, not my fault. Other banks have given back money for fraud on my CC before, no problem. EML Payments USA LLC, who gave me the CC, won't give me the money back even though *** bought lots of gift cards from them for their workers.

I transfered $20 from my bank account to eml payments account. They took the money from my bank account, but didn't credit it to my eml account. I've been talking to *** at eml payments for a week. They keep telling me to contact my bank, but my bank says they can't help. Eml payments took my money and won't give me what I'm owed.

I got this EML card for gaming stuff. I don't know when exactly this happened 'cause they don't answer emails, only phone calls. Like 2 or 3 months ago, they closed my card, said so on the phone. The guy couldn't tell me why though. He said a new card was coming, like in 7-10 business days. But guess what? I never got it! And now when I call, they don't help at all. I've tried so many times, but they keep saying the same thing, that they already sent it to me. But it's been months, not days! And I got money on that card that I really need to access.

I recently transferred $2000 to a card from my bank account ending in 1234. The fraud department locked my card. I spoke with a supervisor who said they had 48 hours to unlock it. It's been almost a week, and my card is still unusable. I've provided details for credit cards and bank accounts used. I found out the company is Australian with a Kansas headquarters. I've been told to email them repeatedly, which is unprofessional when it involves my money. Despite my emails, my funds are still inaccessible. As of today, 11/17, there's no response from the company about the money on the card. I requested a transfer back to the originating bank account but got no reply. They've effectively stolen the money I loaded onto a prepaid card.

EML Payments, Ltd (EML) operates a rewards program. I attempted a $50 purchase with a rewards card on December 30. The store, a retail outlet, declined the payment repeatedly, despite the card being valid. No explanation for the rejection was provided. I resorted to using my credit card. Despite several attempts to contact EML, I received no response. I've been unable to reach customer service and demand a full refund for the card balance. The experience has been frustrating and inconvenient. Purchase attempt date: December 30, Amount: $100, Card Type: SHOPPING, Card Number: Confidential, Expiry Date: Not disclosed.

Hi there, I got a gift card from EML Payments USA, but it's not working. The card shows an expiry date of 11/28, but it should be a $1,000 card. I called the number on the card, and the woman said it was only valid until June 12, which is just a few days before I called on Friday, June 26, at 10:55 AM. This is different from the date shown on the card. I asked them to enable it and call me back, but they refused. The expiry date on the front of the card is misleading and says it's valid until 11/28. The $1,000 was a gift from someone, and it can't just disappear like that. The promotional card was supposed to be valid through 11/28. During Covid, the whole world was impacted, and we realized the need to help each other, even with government money. Yet, the customer service here refuses to release my own $1,000.

I got this EML debit card for gaming back in February. Unlike others, they made me verify my ID and address before sending me the card. I had just redeemed around $2500 on it, no issues until now. I got an email saying my account is restricted because I added too many funding methods. They said I have to send them my ID and pictures of the cards I used to add funds to my EML card. The person who sent the email was rude and didn't even tell me their name, so I called them. The person on the phone said I have to do it by email for security reasons. I sent my ID again, and they immediately asked for proof of address and a list of cards again. I told them that some of the cards were virtual or e-gift cards that I might not have access to anymore, and asked what else I could do. The rude person told me it's a national policy and my account will be closed if I don't provide ALL the cards. So I started a new email thread and sent them everything I had, and followed up with 3 or 4 more emails, but they won't respond anymore.

Our company bought a bunch of gift cards for our employees for Christmas, and we noticed that one of the $50 gift cards we got from *** and handled by EML payments Europe Limited had taken out a service fee of 20x $2.50. Our employees told us that they didn't even use the card once. When they called customer support, they were told that the card had been activated for over 19 months, which is why the service fee was applied. Our employees had no clue about the activation date or any of the policies related to it. All they thought was that they received a gift card and could use it whenever they wanted. The fees they charged seem like a scam, and they try to make it seem legit by putting a small disclaimer on the back. I think this is unfair and unethical. We paid for the card with cash, and they just took our money. What kind of service is that? They didn't even give the purchaser a statement showing all the card activities, so we could at least warn our employees about the service fee deductions. These practices are very unethical. I'm sure this isn't an isolated incident, as many others might be too embarrassed to tell us. Can you please suggest some solutions?

I have a $50 gift card. On the gift cards it says fees may be applicable. The gift card clearly states on it 3000 stores. On the website it says no fees (i am guessing a change to program recently) and access to 3000 stores. I got the gift card 2 years ago however, i was unable to use it as every time I called the call center (even when i call them today) they say i can only use the card at the *** in Ottawa, Canada. I am located in Montreal, Quebec, as such i was not able to travel to Ottawa to use the card and the card kept having fees diminish the balance. After complaining via email they said recent changes to the program meant I could use the card in Quebec. But this is not true. I should have been able to use the card in Quebec 2 years ago as it clearly states 3000 stores and not 280 stores for Ottawa. They refuse to replenish the balance so i can use it in Quebec. when i call the contact center, they contradict the email and say i cannot use it anywhere but Ottawa. the *** does not have 3000 stores as advertised by the card. I have email backup as well as image of card to send you as proof (require an email address to send it to you, as does not let me attach it here).

On Sunday, Jan. 30, we went to use our *** gift card we got as a gift before the pandemic only to find out that $43 in inactivity fees were taken from the card. *** told us to contact EML payments as the bank that gave us the card. EML payments said a boss would call in 48 hours - they never did. After calling many times and being sent back to *** by mistake, I couldn't get a solution by phone and was told to email EML payments to talk to a boss. They never called back and emailed saying they can't reimburse us for the inactivity fees. These fees happened during the pandemic when the business was closed. We shouldn't be punished for inactivity when the business was closed for most of 1 year. We tried to get a voucher or something from *** (Bethlehem, PA) to make up for EML's old policy/refusal to reimburse fees but *** also wouldn't cooperate which is weird considering they give out gift vouchers to lots of people visiting the casino. The back of the gift card says it's valid until December 2026. EML payments said the notice was given at the time of sale but since we are the gift receivers, we didn't get the terms of sale notification and our card shows it was valid for 4 more years. I kindly request either a voucher from *** to honor the full value of the gift card OR a check from EML Payments since their policies are old and don't consider a pandemic when calculating inactivity fees (business closed = gift card couldn't be used). Thanks so much for your help with this issue.

I got an email on November 25, saying my account would be locked. They asked me to send all the documents they requested to review and unlock my account. Both my mom and I use the cards linked to my account. My mom's account was locked for the same reason about two months ago. She submitted all the cards (including ones with my name), her ID, and mine to the compliance support as they asked, and her account was unlocked in two days! I've sent all the requested documents (all cards linked to my account, my ID, and my mom's) at least 10 times, but I haven't received a single response. As of today, December 14, my account is still locked. I can't use my card, and the compliance support department hasn't responded. I called client support multiple times, and they told me to contact compliance support again. I tried reaching out to the corporate office, but it turns out it's the same as the client support office. They told me once again to contact compliance support. They gave me an email address to reach a supervisor in the client support department who could contact compliance support on my behalf and find out why no one has contacted me. But I received an email telling me to contact compliance support again! I have a balance on this card and winnings that I can't redeem because my card is locked. I called just a few moments ago before writing this complaint to ask about my options if my account remains locked indefinitely. I also asked if I could transfer my balance to my actual bank account if I chose to close the account. They told me that if I closed my account, I would lose any available funds and that I should try contacting compliance support AGAIN, as if I haven't tried over 20 times! I have been very patient and have tried ALL communication options, but nothing has been resolved!