We’re aware some people who use a prepaid card from Adult Care are having problems with their accounts.
Our prepaid card provider, Prepaid Financial Services Ltd (PFS), is currently dealing with a major issue. This is a national problem affecting people and councils across the country who use prepaid cards from PFS.
Who could be affected by this issue?
They are 2 key groups who could be impacted by this issue:
- Residents who receive a cash budget and use their prepaid card account to pay for care and support.
- Residents under appointeeship with the Client Financial Affairs (CFA) team who use their prepaid card to access personal allowance.
What support is in place until the issue is resolved?
We’ve contacted everyone affected to:
- Offer help and support
- Make payments for them if needed
- Make sure they can still access money
We’ll keep providing this support until the problem is fully fixed.
When will this issue be resolved?
Please be reassured that we’re in regular contact with PFS, who are working to fix this issue as quickly as possible.
You can view updates on the PFS website.
Where can I get further information?
We will continue to provide our customers with updates as more information becomes available. For the latest updates please:-
- View updates on the PFS website
- Contact the PFS customer services on 020 3633 3857 – this line is open 8pm–6pm, Monday–Friday.
- For people who have a cash budget, and use a prepaid card, please contact the personal budget support team on 01706 922255 or email PB.Support@rochdale.gov.uk (Monday to Friday 8.30am to 4.45pm)
- For people who have appointeeship through the client financial affairs team, please contact the team on 01706 922850 or email CFA@rochdale.gov.uk (Monday to Friday 10am to 3pm)