UPDATE: After the review reply’s to the support emails became almost instant, not with 1 month delay. Working on resolution now is a lot easier. €1,500 refund sent to my Solaris-issued card in Janu... See more
Company replied
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See what reviewers are saying
Contis allows its fraud customers to keep money earned by scam and fraud.....just got scammed today by a scum who pretended to be from Santander frauds department. Got scammed by a significant amount.... See more
Company replied
Unfortunately I've also become one of the unlucky mistreated customers. I've submitted multiple tickets in the past months to have my leftover Plutus funds recovered: 58115, 58096, 68151 and 71625... See more
Company replied
Solaris froze my x4 company accounts midday on Friday 17th May. Since then they have said nothing bar 'technical issues' it has been almost seven days now.... they hold over £3.5M in funds across my... See more
Company replied
Contact info
Cuvrystraße 53, 10997, Berlin, Germany
- https://support.solarisgroup.com/hc/en-us
- solarisgroup.com
1.5
Bad
1K reviews
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Good to use but now can't access funds
I only had a good experience using Solaris via Plutus until they went separate ways. Now I have been trying to get my inaccessible funds from Solaris for coming up to 2 months.
The last thing I heard after raising a complaint was that I was going to be contacted within 7 days with an update. It has now been 10 days and counting.....
EDIT: Solaris got back to be a few days later and have since recovered my funds. While the wait time was not ideal, I appreciate their efforts.
October 27, 2023
Unprompted review
Reply from solarisgroup.com
Hi Aiden,
Thank you for sharing your experience and contact details. We'd be happy to help you resolve this and our team will be in touch by email shortly.
We'd like to thank you for your patience whilst we support you.
Kind Regards
Solaris
Awaiting reimbursement for my Plutus…
Awaiting reimbursement for my Plutus card. I opened a support request and supplied all necessary details on 27th September 2023 (ticket #70227), but have received no response. Reached out again on 11th October, yet there's still no feedback.
Edited: Shortly after posting this comment, I received a response from the support team. Within an hour, my refund was successfully processed and transferred.
October 25, 2023
Unprompted review
Reply from solarisgroup.com
Hi Clement,
We can see you have updated this to confirm your issue has now been resolved and we are happy to hear this. Whilst we did not receive the request information, to clarify we received a high volume of requests from Plutus customers, which has caused delays in responding.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Solaris
Money stuck and no response (EDIT: got a response)
Tried to rescue funds from a closed account linked to my Plutus card, no response for over a month now (ticket no: 68517). Filing a case to the ombudsman as soon as I finish typing this!!!
EDIT: Like with many others, as soon as I filed a complaint via email and on here, the customer service woke up and returned my funds in under 24 hours. This isn't at all optimal, but I think it deserves recognition, hence the 3-stars (up from 1). The biggest praise goes to the Plutus Discord group which tipped me off on this "method of inquiry".
October 24, 2023
Unprompted review
Reply from solarisgroup.com
Hi Sami,
We had requested your information to pass your concerns to the relevant team, however we can see you have updated this to confirm your issue has now been resolved and we are happy to hear this.
Please be aware, we received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Solaris
Plutus card balance refund
I have been waiting since 2nd of September for a response regarding my fund redemptions under case #64471 for plutus card balance refund without any success so far.
Dont find it acceptable for a serious company to have such long response times.
October 23, 2023
Unprompted review
Reply from solarisgroup.com
Hi Marzhan,
Thanks for getting in touch. We’ve recently resolved this and your funds should be in your nominated account. We’re sorry it took longer than we’d want.
We added extra team members to the case to respond as quickly as we could but received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
If you’re happy with the outcome, we’d love it if you would consider changing the Trustpilot score you gave us.
Kind regards
Solaris
No response to refund request after 7 weeks
Waiting for a refund for my Plutus card. Raised a support ticket and provided all the information on 4th Sept 2023 (ticket 64885) and not getting reply. Contacted them again on 28th Sept (ticket 70663) and still no reply at all.
UPDATE: Received a refund within hours of this review. This quick response deserves a 5-star but I have to take one star away for the initial problem.
September 4, 2023
Unprompted review
Reply from solarisgroup.com
Hi Ket,
Thanks for getting in touch. We’ve recently resolved this and your funds should be in your nominated account. We’re sorry it took longer than we’d want.
We added extra team members to the case to respond as quickly as we could but received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
If you’re happy with the outcome, we’d love it if you would consider changing the Trustpilot score you gave us.
Kind regards
Solaris
Extremely long wait times for reply
It's been exactly 2 months since I raised email request for a card refund and so far for no response from this company to multiple emails. Now I have found out on their redemptions portal that my original ticket 61360 was even closed as solved without any refund being processed! If this doesn't get resolved immediately I will have to contact Financial Ombudsman as my next step.
October 23, 2023
Unprompted review
Reply from solarisgroup.com
Hi Filip,
Thanks for getting in touch. We’ve recently resolved this and your funds should be in your nominated account. We’re sorry it took longer than we’d want.
We added extra team members to the case to respond as quickly as we could but received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
If you’re happy with the outcome, we’d love it if you would consider changing the Trustpilot score you gave us.
Kind regards
Solaris
write a review here for a quick plutus withdraw
Been waiting to refund my plutus card for over a month now. Constantly emailing them and no reply.
### Finally got the issue sorted after writing this review. Came through within 24hrs.
September 21, 2023
Unprompted review
Reply from solarisgroup.com
Hi Matt,
Thanks for getting in touch. We’ve recently resolved this and your funds should be in your nominated account. We’re sorry it took longer than we’d want.
We added extra team members to the case to respond as quickly as we could but received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
If you’re happy with the outcome, we’d love it if you would consider changing the Trustpilot score you gave us.
Kind regards
Solaris
I contacted Solaris over a month ago…
I contacted Solaris over a month ago and have received pretty much no reply outside of bots. Despite a 14 day guarantee of a reply. I have been waiting for a Plutus withdrawal redemption. I gave them the required details in the middle of September and it is coming to the end of October with no sign that I will get my money back! I even sent a complaint to them and still nothing. (Update 26/10/23) And now they reply on here claiming I didn't give them the information when I have an email proving I did, terrible company still no sign of my money. Finally got my money today after sending around 5 emails including a complaint.
October 20, 2023
Reply from solarisgroup.com
Hi Jordan,
Thanks for getting in touch. We requested your information to be able to refer your concerns to the relevant team, unfortunately we did not receive this.
Whilst we cannot confirm the progress on your query, please be assured it will be reviewed as soon as possible. We have received a high volume of requests from Plutus customers and this is taking longer than we would like to resolve.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Solaris
not getting refunds back
I'v bin mailing multiple times and didnt get my funds back after over 2 months now. here was the aproval..;
Hi,
Hi!
We have completed your redemptions and the funds should be with you shortly!
If you have not received the funds in a couple days please let us know and we can see what has happened
Thanks
Solaris EMI Redemptions Team
Stil today no refunds, is sad to see , hope to get more attention this way whit Trustpilot.
Hello all,
i am happy to see i got reaction from Solaris Group , they have refund all my funds back.
Seems trustpilot is the best way to get in touch for refund.
Seeing they still take care to try to help ppl out, is a good thing.
Thanks Solaris Group.
And so here is me revieuwupdate for them.
PS: To get a 5 star , don't make ppl wait that long , we understand the huge flod of mails ya need to get trou, I am glad it all came out well .
greetings , Regis.
August 18, 2023
Unprompted review
Reply from solarisgroup.com
Hi Regis,
Thanks for getting in touch. We’ve recently resolved this and your funds should be in your nominated account. We’re sorry it took longer than we’d want.
We added extra team members to the case to respond as quickly as we could but received a high volume of requests from Plutus customers, and needed the time to do the right checks to return the money to the right bank account.
If you’re happy with the outcome, we’d love it if you would consider changing the Trustpilot score you gave us.
Kind regards
Solaris
Asked for a refund of my Plutus card…
Asked for a refund of my Plutus card balance. Been waiting for over one month. Last ticket was 67898. Tried to contact twice and still didn't have my money.
edit1: increased 1 star for the fast reply. still waiting for the refund. will evaluate again after receiving.
edit2: increased 2 stars. i can't understand why everything got solved so fast after complaining on public. Shouldn't have to come to this. Allthough the resolution was very fast after Trustpilot post, there should be some kind of internal investigation on why this happened.
September 17, 2023
Unprompted review
Reply from solarisgroup.com
Hi Fernando,
Thank you for sharing your contact details via Trustpilot.
We'd be happy to help you resolve this and our team will be in touch by email.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Team Solaris
Solaris is not responding to my emails
After sending messages to the support and trust pilot I got a answer and they gave me my refund.
October 18, 2023
Unprompted review
Reply from solarisgroup.com
Hi,
Thank you for sharing your experience via Trustpilot.
We are glad to hear that your situation was resolved, thank you for the 5 star rating!
Kind Regards
Team Solaris
Solaris is not responding to my emails
I got my refund of my Plutus card back, thank you. After days waiting
October 18, 2023
Unprompted review
Reply from solarisgroup.com
Hi Luan,
Thank you for sharing your experience via Trustpilot.
We are glad to hear that your situation was resolved, thank you for the 5 star rating!
Kind Regards
Team Solaris
They don't give you your money
I am waiting for 200€ to be credited after I got them refunded on August 22nd on my discontinued physical credit card. Still no money and no reaction whatsoever. Criminal!
August 22, 2023
Unprompted review
Reply from solarisgroup.com
Hi Sascha,
Thank you for sharing your contact details via Trustpilot. We're sorry to hear that you have had this experience and are happy to help you resolve this.
For you, our team at Solaris UK has been made aware of your concerns and hopefully resolve your situation quickly. We will send you a personal email with further clarification and instructions.
Should you wish to raise a complaint please forward your concerns to customer.complaints@solarisgroup.co.uk.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Team Solaris
Terrible Experience
Solaris don’t answer emails, don’t answer calls, and cannot give me my own money back.
Been trying to redeem a refund that went to an old Plutus card managed by Solaris. They don’t respond to emails calls or texts, promise to give money back in 2 weeks but don’t!
Terrible customer service
Case: 69454
October 17, 2023
Unprompted review
Reply from solarisgroup.com
Hi Zach,
Thank you for your review. We just requested your contact details so we can investigate your case and provide you with a resolution.
Kind regards
Team Solaris
No answer after having a issue ticket number
I contacted them on 27th Aug for a Redeem on my plutus card and i have assigned a ticket number to be processed in 14 days. After 3 other email still no answer, 45 days passed
August 27, 2023
Unprompted review
Reply from solarisgroup.com
Hi Davide,
Thank you for sharing your contact details via Trustpilot.
We regret that you have this experience. We are happy to help you further.
For you, our team at Solaris UK/Lithuania is ready to investigate and hopefully resolve your case quickly.
We will send you a personal email with further instructions.
Kind regards
Team Solaris
Still waiting for a response
Solaris finally reached out to me through email, allowing me to create an account but didn't allow me any access to do anything.
I was emailing someone from Germany who said im in the wrong department, gave me a number that no one answered and two email addresses that are unresponsive.
I am still no better off. can someone contact me to get this resolved? It's such a shame you need to go through Trustpilot for someone to reach out to you.
Case No. 65231
October 17, 2023
Unprompted review
Reply from solarisgroup.com
Hi Mark,
Thank you for sharing your contact details via Trustpilot. We're sorry to hear that you have had this experience.
For you, our team at Solaris UK has been made aware of your concerns and hopefully resolve your situation quickly. We will send you a personal email with further clarification and instructions.
Should you wish to raise a complaint please forward your concerns to customer.complaints@solarisgroup.co.uk.
We'd like to thank you for your continued patience whilst waiting for assistance.
Kind Regards
Team Solaris
Posting this again as it was taken…
Posting this again as it was taken down, I didnt reply within the 3 days, Solaris are Holding my refund, no contact and I have been waiting over 7 weeks now regarding a refund to my Plutus card. I have applied twice now and both times I hear noting apart from an automated e-mail. I need this money and this is beginning to make me stressed and anxious. I am just being ignored. can someone from there just get back to my two requests, I shouldn't have to post on here for a response.
October 16, 2023
Unprompted review
Reply from solarisgroup.com
Hi Paul,
Thank you for sharing your contact details via Trustpilot. We regret that you have this experience.
In the meantime you should have received a response from us and your case should be resolved.
Kind regards
Team Solaris
i wait since more than one month than…
i wait since more than one month than they refund me my money (more than 600€) but they ignore my email and dont refund me if you want to put your funds in a trustful company go away !!!!
September 4, 2023
Unprompted review
Reply from solarisgroup.com
Hi Thomas,
Thank you for sharing your contact details via Trustpilot. We regret that you have this experience. We are happy to help you further.
For you, our team at Solaris UK/Lithuania is ready to investigate and hopefully resolve your case quickly. We will send you a personal email with further instructions.
Kind regards
Team Solaris
Withholding funds
It's been 6 weeks since I requested a refund of my plutus card balance and I've not had a response from Solaris. It's truly awful they are withholding funds in this way. My ticket number is 66141. I'll give it another 48 hours but then will have no other choice but to contact the financial ombudsman.
September 9, 2023
Unprompted review
Reply from solarisgroup.com
Hi Ashley,
Thank you for sharing your contact details via Trustpilot. We regret that you have this experience. We are happy to help you further.
For you, our team at Solaris UK/Lithuania is ready to investigate and hopefully resolve your case quickly. We will send you a personal email with further instructions.
Kind regards
Team Solaris
Money lost?
They won’t reply to my emails. Trying to get my money back from them. Next step is contacting the ombudsman. My ticked number is 65010.
September 5, 2023
Unprompted review
Reply from solarisgroup.com
Hi Niko,
Thank you for sharing your contact details via Trustpilot. We regret that you have this experience. We are happy to help you further.
For you, our team at Solaris UK/Lithuania is ready to investigate and hopefully resolve your case quickly. We will send you a personal email with further instructions.
Kind regards
Team Solaris
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