We are aware that some Adult Social Care customers who receive Direct Payments to pay for their care and support have been experiencing problems with making payments on their pre-paid card.
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 Prepaid 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”.
This is a national issue impacting on people and local authorities across the country.
We understand you may have frustrations and concerns about this issue. Westmorland and Furness Council officers are also unable to access parts of the system.
While 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 provider’s website is also providing regular updates: PFS Service Status
If you still need assistance, please call PFS/EML customer services on 0207 127 8160.
To speak to someone at Westmorland and Furness Council, please call the Adult Social Care SPA on 0300 373 3301, and ask to speak to the Direct Payments Team.