Hi. I'm having trouble reloading the card that I bought. In my initial purchase of the card, we were able to use it for an online subscription and gas purchases. As we are not yet permanent residents here in Canada with no credit cards yet and we need an english exam to support our PR application, we want to use it for our CELPIP registration online. But when I tried reloading it yesterday, the website says that the user can't be identified. I tried calling the customer service and a guy named Frank was not very helpful as he cannot address most of the queries that I'm asking. He just said that I didn't pass the verification that their system made and that he can't tell me why. Now, after reading the reviews on pay power, I'm thinking of getting a refund for the reload pack that we bought, which I didn't even sratch off. When I raised that with Frank, he told me that it will take 1 month to get the refund. Is there anybody here who could advise me on the best thing to do. I'm hoping that someone could help enlighten me as the amount that we put into it was a hard-earned money of my husband.