No response to my bank or either of my formal requests
My experience relates to this company when it operated as Easy Payment and Finance E.P., S.A., before rebranding as Prisma Payments.
In March 2025, Easy Payment and Finance processed a bank transfer connected with an online investment platform. After serious problems concerning that platform subsequently became apparent, my bank formally requested the return of the funds.
According to written confirmation from my bank, Easy Payment and Finance never responded to the bank's recall request.
On 20 February 2026, I also submitted a formal written complaint directly to Easy Payment and Finance, providing documentation of the transaction and asking the institution to investigate it and provide information about its handling of the beneficiary and transaction. I received no response.
After the company rebranded as Prisma Payments, I contacted Prisma again on 24 July 2026. I referred to my unanswered complaint, informed them that my bank had also received no response, supplied supporting documentation, and asked several specific questions concerning the transaction and any compliance, fraud or AML review that may have been conducted.
I explicitly stated that I was not requesting reimbursement in that correspondence — I was simply asking for a formal response and clarification. I allowed 30 days for a written reply.
Again, I received no response.
I am not claiming that Easy Payment and Finance/Prisma operated the investment platform or was responsible for its trading activities. My review concerns my documented experience with the payment institution itself.
For a regulated payment institution, I find the complete absence of a response — to my bank's formal recall request, to my formal complaint, and to my subsequent request to Prisma — extremely disappointing.