Incomm
reviews and complaints

Im not surprised this company has a one star rating. Again heres another one star review. My story is similar as to the others. My boyfriend bought me a $200 gift card from target the third time with me using it it was denied when we called we were on hold for at least 40 minutes before we were helped to find out if it was compromised, we live in *** and someone had skimmed the card and used it at a target in ***. If you know this is a scam and someone was scammed why does it take 90 days to get your money back? Also, why do you give the customer homework? This is not *** why do we have to print out paperwork then send it in this is something that should be done internally , I was scammed out of $115 and I have to wait 90 days to get that back that makes no sense and its good for the scammers. *** already spent my money and thats probably why they continue to the scams because they know the person will get their money back for 90 days so its no skin off there ***. We will never ever purchase this gift card ever again very upsetting and probably the worst customer *** Ive ever had in my entire life. Its only $115. It shouldnt take nearly this long of time to recover and investigate a very obvious scam. I understand in other situations this might happen happen, but when someone has their money stolen for them, it shouldnt take this long very disappointed and I will never recommend anyone to use or buy this card. I would love for someone to email me and speed up the process especially when youre counting on money to buy groceries. Put gas near car stuff like that.

My daughter received a $100 gift card for her 16th birthday. She kept everything from the packaging to the card. Unfortunately, she attempted to use it 2 months after it was purchased. The way it was packaged , the paper that was glued onto the card blocked out the last 4 digits of the card. I called the number on the back of the card and they said I needed a receipt. There were over 100 guests at her birthday party! I explained that I could provide everything the number on the card board packaging number which I did to the first representative. The second representative asked for a different number which was ALSO provided. Even after ALL OF THE NUMBERS PROVIDED They insisted I needed a purchase receipt there are over 100 Guests I would need to go through and I doubt they had the receipt for this purchase(2 months ago) that was probably made in December. Its been over an hour! Everything was confirmed. This issue is due to the poor packaging. We simply could not see the last 4 digits on the card. The glue literally blocked out the last 4 digits of the card. I tried soap and scraping off the glue but it also scraped off the last 4 digits. I have everything else, even the the packaging every other number, EXCEPT for the last 4 digits that is blocked due to poor packaging. I AM SUPPOSED To receive a call back after waiting an hour to speak and the call was disconnected. I prefer to have this issue resolved than to have e to report it. Unfortunately, if it is not resolved, I will take it to ORANGE COUNTY which holds over *** employees and I will take it to twitter/ Facebook/Instagram of how scandalous this company is!

My stepmother bought my daughter a $30 gift card in *** and mailed it to *** in ***. when we received the card, it had never been opened not activated. when we called to activate the card, the balance it had nothing on it. Apparently someone had hacked the card and used the balance before it even got to us. I called the customer *** number that same day and I told him the situation. Not really even understanding the accent of the customer *** agent, she told me that I had to wait until the transaction cleared to dispute it and Im old me to call back in 3 weeks. I called back a month later, was put on hold for over 45 min just to be hung up on, then called back and held for half an hour only to speak to a rep with an attitude that told me well, its only $30 but that he would send me a dispute request form that I had to complete and mail back. Two months after I mailed that back in, I got a gift card for $10. I called the customer *** number back and spoke to a representative who then told me that $10 was all that the dispute department could recover and that there was nothing that they can do. she told me that I could contact the dispute department only by email and that there was no one I could speak to at that particular moment. Although this was my stepmothers money, I honestly dont believe they expected anyone to follow up on this. they sent me through so much time and hurdles just to settle on an amount that was $20 less than what was initially put on the card, even though they understood that the balance was stolen before we had even activated the initial card

I bought this "gift card" for Father's Day. I wanted to have it set up so I personally called to active it. The automated system kept telling me I was providing incorrect information. It took at least 5 attempt until it finally gave me the option to speak with a representative. I provided all my info and was told I had to file a claim and that it would take (3) days to process. I then had to email my receipt to show proof of purchase. I DID NOT receive any confirmation of received info, or call. I then had to call - From Work - reattempt providing card info another 5 times, placed on hold and finally spoke with someone.

Their resolution was for me to go back to the store where I purchased it from. When I filed the claim I was told NOT to go back to the store as they did not have access to their system. At this point I am LIVID. The store I got it from was a random out of my way store, I asked to have a new card issued to me or have my money back, she denied and kept saying I have to go back to the store. I feel like a monkey in the middle. This has now become an unpleasant, annoying experience. I got it so I wouldn't have to stress about getting a gift, I am not left without the gift, without my money and having to waste gas and time to resolve their problem.

UPDATE: I went to the store after work, the merchant said the the money was loaded onto the card as it showed the approval on the receipt. They could not refund my money. I went outside and called customer care, again was told Vanilla did their part, processed the claim and that it was merchant who had to activate it. I went inside and had the representative speak with the merchant, after some back and fourth, long story short NOTHING HAS BEEN RESOLVED. Who do I contact at this point..

I received this Vanilla Gift card from the attorneys/law office I work and I used the card one time and then someone stole the remaining balance in *** (and I live in Venice, CA), I was so terribly disappointed to see that my huge balance was stolen from me, I felt violated! I have called several times to Vanilla Gift and asked for their assistance only to say that I would receive my refund within 90 days after waiting hours on the phone - for one, it is so hard to get through to Vanilla Gift card customer ***. If you don't write down the credit card number and let Vanilla Gift Customer *** know that someone took your money, they will automatically stop payment (even tho there is no money on the card) but they forget to tell you that once they put a stop/hold on the card, you cannot access your credit card number to inquire on status - they don't even ask you if you have the credit card number so you can check status - I finally was able to get thru to a supervisor that helped me get the case number but I haven't heard any back at all and now it is about 90 days and still have not received my money back from Vanilla Gift card! The attorneys now see what we (other assistants) have been through with Vanilla Gift card and someone ripping us off and Vanilla Gift card is also NOT HELPFUL! The attorneys are furious and will not use Vanilla Gift card for our future gifts! I just want my money back as I feel fully violated and I do not get any professional assistance from Vanilla Gift card - Do not purchase these cards! It has been quite frustrating put on hold without anyone coming back on the phone for over an hour at a time and then to receive nothing is so unprofessional! Shame on you Vanilla Gift Card Customer ***!

All my students went in together and gave me a gift card. The "Vanilla" $215 gift card was compromised within 30 days of it being given to me. 2 months later when I went to use it (it had not been opened or tampered with in anyway from the original packaging), it had 15 cents left on it. I called Incomm and they said that someone had spent $214.85 on paypal less than 30 days from the day of purchase. That was not me. They said they would investigate it and get back to me. I heard nothing. 30 days later I called them again.They told me to fill out a complaint form they would e-mail me. They did email me the form and I filled it out and sent it back in. Incomm said it will take 45 to 90 days to refund it. I called back 90 days later and they said I needed to fill out the complaint form. I did that again. Waited 90 days. Called again. They said I needed to fill out a complaint form. I told them that I already had, twice. They said theythey had no record of it and to please fill out the form again. I sent them them original form. 60 days later they sent me this:

"Dear Cardholder,This letter is to inform you that we have completed our investigation regarding the referenced ticket above. The Payments Network allows recovery efforts to be submitted within 60 days of the date the transaction cleared the account. Your claim is outside of this timeframe. Unfortunately we have no rights of recovery. At this time, this dispute has been closed.If you have any questions, please contact the Resolution Team at giftdisputes(email) Sincerely,InComm Dispute Resolution"

I believe that this company allows it's card numbers to be compromised purposefully to profit in some way. Then, they drag out the recovery process to make it "outside" the recovery time. What a joke. This company is a fraud and a cheat in my opinion, and I will never by a gift card from "Vanilla" Visa or anything related to Incomm. I advise others to heed this warning.

My 15 year old daughter wanted money she saved put on a card so she could purchase things online for herself. We do not have much money. She saved money and purchased a Vanilla gift card for almost $6 and then loaded her almost $300 on her Vanilla card. This was in August/Sept of 2021. She went to use her Vanilla card on December 31 and it did not work. She went online to check the issue and saw that someone in *** (we reside in ***) had used her card number somehow at a Target store in ***, *** and at a Big Lots store in another ***. The Target charge was Dec 14 2021 for $200. The Big Lots was 2 charges of $20 and change. Her card was drained. I immediately began calling the number provided on the back of her Vanilla gift card and repeatedly get put on hold for a MONTH now, never able to speak to anyone. Their online customer *** is non existent, as it directs you to call their number to report a stolen card. There is something absolutely fraudulent going on with Vanilla gift cards because my minor daughter has had her card physically in her possession at our home in *** since last summer when she purchased it. So how did "someone" in *** have my daughters card or card number and make several purchases with it right before this past Christmas, December 14? Either employees of Vanilla gift card are stealing numbers and using them or ? The strange thing is, the purchases in *** listed the Target store number and Big Lots store number, as if the card was physically used at these stores all the way across the country. The only thing I can assume is that Vanilla gift employees are stealing card numbers and using them to purchase things online at stores and having them delivered to their hometown store location. My 15 yr old is out of all her money she saved and we are poor. I cannot get through to Vanilla Gift card for a month now and we are very upset.

In December, my kids were give $265 (4 cards) from family that were not able to spend Christmas with us due to covid. Unfortunately, my the money was depleted prior to their use. Purchases were made in areas not local to us. My son was excited to redeem his gift for something he wanted. I feel sad when I recall the look on his face when I told him the cards were scammed. As soon as I became aware, I checked all of them to find out they had balances of $2 and $3. I was informed to initiate a dispute and to get a refund. I thought I would automatically get a refund since the money was stolen from us. Boy, was I wrong! Laboriously, I took a screenshots of the multiple purchases so I could add them to the dispute. I gathered 18 pages of notes and pictures. I submitted them in July and started a chain of calls to see what was happening with my investigation. They couldn't locate the info via fax so I replied to an email to re-sent via email. Why would they send me down this rabbit hole of letters, pictures and detailed info? After a 4 month investigation, *** of *** told me that I only had 60 days from the date the transaction cleared the *** had no rights of recovery. It was a gift! I didn't realize I had a timeline. I also had not idea the monies were being stolen so how could I report it within 60 days. I recently got a refund for $12.98. What happened to my kids $252.02 that was STOLEN and not replaced by ***. ***, you will continue to hear about my complaint at every level until I am refunded. This company is despicable. BTW, I gave one as a gift to my kid's teacher (before I knew of the Vanilla card scamming scandals) and she had to file a claim too. I hope this link helps others get a refund. PLEASE BEWARE! This link may help you if trying to get your money back. https://www.click2houston.com/news/investigates/2022/01/19/kprc-2-investigates-new-visa-gift-cards-empty-customers-told-nothing-can-be-done/

I've seen people complaining here about getting scammed because their cards are not working and the funds never went through. But I have another major flaw with this company.I got a Steam card for Christmas, and I just have to say to whatever genius decided it was a good idea to glue a strip of paper over the code that is essential for getting the money, what were you thinking? Everyone past kindergarten has had an experience with glue and paper. If you try to remove something glued on to paper it will likely take whatever it was glued to with it. Now, I know the material that the gift card was made of isn't as easily ripped than paper, and most times the strip of paper will come off fine. But why do it in the first place? You must have known that some unfortunate person would encounter bad luck with it like I have. It's unsalvageable. There are a million ways to get a code to someone buying a gift card, and you have picked one of the worst. And the only way to fix it is if you have a receipt. And if you are like most people, you don't keep receipts, because you never really need one. Especially for a gift to someone else. Nobody would ever give someone a gift and then say "Oh don't forget your receipt".And on top of that, there are hundreds of reviews here about people who never got their funds. They had the code, and they payed for the gift card, but they never got their money. And I am sure that there are at least 2 times more people who have encountered my issue or the one that hundreds of people are complaining about here. This company clearly is not designed well. Now I don't know if they are intentionally scamming people of course, but regardless negligence is still terrible. If you have a business, you cannot be having this much bad reviews. It's ridiculous.And in the terms and agreements for the Complaintsboard.com it states that they have the right to redact or not post a review. I'm no lawyer but that can't legal. How can a company flat out silence customers?

Today is June 12th
On June 8th of 2020 I purchased a Vanilla Visa gift card and put the amount of $425. on to the car for a specific online purchase. That evening I went online to make that purchase via the Vanilla gift card that I purchased and put the $425. onto. Turned out the merchants did not accept Anonymous gift cards as payment, as a result I had to call the customer service to inform them of the situation, explaining why I would need a refund. The item that I was attempting to purchase is an extremely limited quantity online and I actually waited quite some time for several different stores to get this product back in stock. The only store that actually had it online in stock was not accepting an anonymous gift card as payment, I explained this to the customer service rep and she proceeded to give me attitude, and stating well simply find another store. I explained again and she's still insisted that I find another store. I asked to speak with a manager explain the situation for a third time and requested the refund of my $425. she stated that I would have to email a copy of the receipt along with a picture of both the front and the back of the Vanilla gift card that I had purchased, with my case number / reference number and had to write a letter requesting a refund to the following email address. Contactus at incomm.com June 9th of 2020 I did exactly what I was told. June 11th I received an email from contactus/incomm.com stating that they received the documents and please send a hand-written letter requesting the refund with a Halo apology stating they apologize for the inconvenience. That same afternoon I hand-wrote a request for the refund of my money making sure to verify what they stated in the email that this is inconveniencing me greatly. Today June 12th I received another email from contactus/incomm this email said thank you for your documents however your refund request letter is not signed we need a hand signed letter requesting a refund please send a refund request letter with signature. I find this exceedingly trifling and Petty every attempt has been made to needlessly complicate the situation and draw it out as much as possible every time that they have correspondent they don't respond the same day that I send the email they wait till the following day extending the 7 to 10 days before I even receive my refund check successfully. I do believe 100% that they're doing this specifically because they have no accountability and they know that they will not be held responsible for what was said via the customer service call or this departments continued delay in executing my refund check being sent, despite obvious fact that this is absolutely abysmal customer service.
I would appreciate someone in the corporate office or someone from the complaintsboard.com contacting me as to how to file a dispute I still have not received my money obviously the process hasn't even started for it to be sent.

Today is May 29. This is a review of InComm Financial Services, Inc.

In December , we purchased gift cards, and recently we checked the balance on our gift cards and saw they had unauthorized purchases. They are called Vanilla Visa Debit gift Cards, by InComm Financial Services, for BANCCORP BANK.

One gift card was for $50. One card was for $75. Both purchased and activated at Walgreens on December 20th. Even though these are small amounts, what happened is unacceptable.

We printed a transaction leger for $50 card. There was a confirmed a legal purchase of $40.78 from 2 different stores, that we knew about. We then noticed a transaction for paypal in the amount of $9.20. Leaving .02 in the account.

This card showed an Incomm transaction of +$50 on January 4th at 5:33 prior to one of the purchases that was authorized.

The other statement for $75 showed a purchase of $75, but an Incomm +$75 day before the illegal and unauthorized purchase was made on January 20.

We called the 800-five seven one-1376 on the back of the card. Only to wait for over 15 minutes for a rep to come on the phone. We gave the information. But, the phone was all gurgly. I asked if she was outside of the United States, because it wasn't a good connection. She stated yes.
Then, I wanted to go over the $75 gift card, which we never used.
I kept letting her know I couldn't hear her clearly.

She said "please hold while I retrieve your case number for the card to be investigated".(The $50 card) And she had asked for my date of birth, name, address, and phone number. After waiting for her to come back on, approximately 5 minutes, the line went dead. When we tried to call back, the gift credit card number, that is REQUIRED to be entered to even speak with a customer service rep, kept saying "INVALID card number", on both cards. We couldn't even get to speak with a representative. What a scam.

I believe there is a division of Incomm that is stealing from their own company. Embezzlement I believe it is called. The FTC, and Attorney General should be made aware of VISA, InComm, Bancorp Bank and the problems that customers are facing.

The purchase of $9.20 made on Paypal reference says ***, purchase made January 27th at 2:23 pm.

The other was also for paypal, for the full amount of $75 *** zero seven.
Whomever it is stealing the Gift Card Numbers, is sly enough to check each and every one to see if the pin was set up. And is also aware the gift card numbers are SEQUENTIAL.

InComm should refund each and every one of their customers that had unauthorized purchases.

Now, for a visa gift card, why would you need to give a date of birth to place a claim for an unauthorized purchase?

Anyhow, we gave our home number, and hope someone calls us back, but I don't think they will!

The information, and the cards will be sent to the FTC for investigation and FRAUD.

Sincerely, Unsatisfied Customer

I purchased 4 Vanilla gift cards with $150 each for employee appreciation on May 30. Two of the cards were given to employees in my local office and two were mailed to employees at another location. Of the two in my local office, One employee used their card on June 1 and threw it away. The other employee had not used theirs and it was still in their possession. The two I mailed never arrived. I contacted Customer Service on June 17 to cancel those two cards and request new ones. I spent approximately 3 hours calling multiple times until someone finally assisted me. I explained that I had 3 cards that were still unused and needed them to review the cards to find the three that still had the $150. I gave them the card number for the one still in possession with my local employee wanted them to then select the remaining two to cancel. I was given a case number XXXXXXXX and asked to email them a copy of my receipts. I was told that I would receive a response in 3-4 business days. I never received a response.
On July 10 I contacted Customer Service again. This time I spent 5 hours calling them and speaking to multiple people mostly folks who acted as if they could not understand what I was saying or delivering scripted responses that did not make sense. They kept hanging up on me after keeping me on hold for long periods of time. I spoke to a Trixie and there was so much background noise that I could hardly hear her. This was my 3rd call and I asked her to take my number and call me back if we get disconnected and she said she could not do that. Eventually we were as I expected disconnected. My next call was to Wade who kept explaining that 1 of the four cards I purchased had been used (which I had already told them). He told me that they would send this back to their review team and I should call back in 4 days. I told him I would not be calling back again. I requested someone from the company to call me directly. He said that he could not do that. I asked to speak to his supervisor. Supervisor Sandy would not speak with me, so I asked for their supervisor. I also asked for the information for their CEO and was provided the name Brooke ***. They kept telling me that I would have to call back and they would not call me. I told Wade that the next call I made would either be to Brooke *** or the complaintsboard.com. After almost an hour on the phone with Wade, I was finally told that Sandy's Supervisor Marah would call me on Tuesday July 14 by 4pm. I did not receive a call. On Wednesday July 15 I called INCOMM, the parent company for Vanilla Gift Cards and was directed to Brooke ***'s office where I was asked to leave a voicemail. It is now Friday July 17, and I have yet to receive a call or resolution.
Today, I am reading all the negative reviews for INCOMM and apparently this a pattern as they have many of the same issues that experienced. I am a small *** business owner trying to survive and keep staff motivated during a pandemic and this large corporation is apparently a thief because I am just out of $300.

I have purchased a number of Coles gift mastercards of $250 value last year.

Last year when i was using them, one of them was compromised, there is a transaction at Health massage (or somehting like that), after looking online, there are alot of compromised cards at teh same place. I do not understand why the transactions weren't investigated given the sheer volumn of compromises published.

I contacted the issuer, and in January i was told i would be given a replacement gift card.

To date i still have not recieved the replacement card after numerous follow ups - everytime it just tells me it has been forwarded on. but no resolution/gift card.

Last week I attmepted to use the last one of those cards i have, again of 250 value, the transaction could not go through.

I tried to check online, the card is not recognised.

This is another $250.

In total, this is $500 of value, its a scam.

And non of those has been resolved

Hello, I bought a $500 Visa gift card on 6/18 from Walgreens. Upon opening it 30 minutes after I saw that the last 4 digits of the card were scratched off. ASAP I called the support number and told them what happened. They asked for the card's serial number and said they have disabled it. They asked me to send a receipt, a picture of the card, my DL, etc to [protected]@incomm.com and they gave me a case number of [protected]. After reading many other complaints of no response after months, I've decided to make numerous complaints here and on BBB, etc. I called the support number to ask for an update on my case and they said nothing. Haven't heard anything from Incomm...

I purchased a vanilla gift card on March 25, 2023 and when I tried to spend it it was declined. So when I sign into my vanilla account the transaction says "Visa Provisioning Service -Null." So I call customer service asap. They said to file a stolen card (basically someone stole my money) and a new card will be emailed to me right away after I send proof of purchase, etc. I emailed them back a day after with proof of purchase and info. It's been 2 months now and I have no response whatsoever. I've called multiple times, and emailed only for them to give me another excuse, or no reason at all. Mind you it takes at least 15 minutes to even speak to someone.

Incomm refunded me 500 bucks that I was scammed out of. But the replacement card they sent did not have a name on the envelope, it just said Card holder. My mother thinking it was a credit card company threw it away. I have tried to have incomm cancel the card and resend it but they said there is nothing they can do. How is that possible.. Of course they can do something. So im out 500 bucks? I can't except that.

I purchased three Vanilla Reload PINs for 500 dollars each, for a total of $1500. Upon coming home I discovered that my MyVanilla prepaid card had been deactivated. I went to Vanilla Reload's website and requested refunds.

Weeks later, no refund. I contact the company which opened a case. After waiting more weeks, still no refund. I also sent emails to Incomm, which ignored them. They eventually responded that they were refusing to refund the reloads and to use them as intended. This is despite the PINs being deactivated when requesting refunds. It appears very irresponsible from this company to not communicate any of their decisions with the customer.

I called them, and they refused to acknowledge any understanding of the PINs being deactivated. They kept reiterating to use them as intended and that they would not budge on their refusal to refund. I also sent an email requesting the reactivation of the PINs, which was ignored.

The case number is [protected].

I purchased a vanilla gift card for 120 dollars. When I attempted to activate it the automated message said the security code was invalid. Called customer service and waited for 40 min for someone to answer. The representative lied and said that this was "an extremely unusual occurence" and requested info and copies. I agreed and my fax failed. The reason? An invalid fax number! Contacted bbb. Incomm/vanilla visa ignored them. Then they left a nasty message saying that there had been no attempt to activate the card and no evidence of funds placed on it. Insult to injury. Judging by the huge numbers of scams, I am not the only one who has been defrauded. This is truly disgraceful.

12/24/2022，I had a dispute with one of my gift cards, paypal refunded me $500, after 3 months of investigation, On March 19th， incomm.inc emailed me that a replacement could be made for me, and sent a new card to my previous address, but I Ask them to change my delivery address, because I have not received a reply, so I filed a complaint with CFPB hoping they can contact me, and then I received a reply from them asking me to provide proof of my new address, I submitted my The bank card statement, but they are not replying to me again, I called the customer service representative on March 31st to request to change my address, the customer service representative helped me, and I received one on April 10th with the end number 7269 I got a replacement card but I can't use it, I contacted customer service and they told me they couldn't activate my card, I've been emailing them, calling them to no avail, I didn't receive a valid replacement card, My case has been finalized and I have submitted proof of my address and proof that I will be able to receive a valid replacement card, but instead they send me a card that doesn't work, hope they can deal with my issue asap, email me as soon as possible

my case number is: [protected], and old address is 13296 Mango Dr, Del Mar, Ca. 92014

my original card number:[protected]

my new card number is : [protected] ， my new address is : 3906 Main st ，apt1711, Flushing NY, 11354, but the replacement card is not work.

plz help me solve this trouble, I wait so long time and I hope Incomm's investigation team can have a person in charge contact me through my email and deal with my problem, and I can send my certificate to prove that I did not receive a valid new card

I sent my proof of my address on April 3nd and so many times, but nobody reply me. and nobody can help me solve this trouble.

We purchased thousands of dollars worth of cards through Amex directly. One card not working. Incomm CS doesn't help. They say it's an ownership dispute, even though we have the card and the purchase receipt. We are told there will be a form emailed to file an ownership dispute. Spoke to incomm CS 5 different times and have also sent emails. No response on the emails no resolution on the phone. On several phone occasions I was disconnected only to wait on hold again to start over. Each time the call is ended with no resolution and no dispute form ever being sent

Case #[protected]

As a first time customer, I thought prepaid gift cards would be a great option to use because of my account being hacked and ordering product online. After purchasing three $500.00 gift cards, the beginning of October, a week later when I went to use them, they all had a 0 balance. I followed the steps to dispute the purchases, after 3 months, the company approved my claim and issued a refund check for that amount. February 5th I received a check for $1500.00 with my name spelt wrong. After calling in several times, and going through the fact that my name was spelt wrong in spite of it being correct on my account, file, and case number.. I have been trying ever since, this is now March 18th, to get another check issued with my correct name on it. I have called every 3 days since February, to which there were no notes in my file, wanting me to jump through hoops, fax this, fax that, incorrect directions to what should be put on the fax, go to my bank and get it rejected, wrote void on the check, mail the check back to them, and it is an ongoing headache to say the least. I have spoke to at least 75 people, supervisors, been on hold for hours on end, hung up on, and this is a poor representation of a business, customer service that can only communicate via email, and endless hours on the phone with each individual giving me different answers and communication. This has been going on for 5 1/2 months, and there has been no communication from them whatsoever. It is all coming from my end. Saying you understand is not a viable statement when it is what seems to be Groundhog Day everytime I call. Product_Or_Service: Prepaid MasterCard

Missing gift card was reported right away, request forms and procedures were submitted as time reported. Nothing was done. I reported a missing vanilla gift card right after using it for the last time on December 30th. Customer Service from Vanilla Gift Cards directed me to follow up with Incomm Financial Services Inc. About my request, which I did by sending them through an email a picture of proof of sale, my California ID Driver license, picture of last transaction that I did with my Vanilla Gift Card where it shows Merchant Business name, location, amount spent, waiter's name (the thief) and the time of transaction. I was told Financial Services Inc. Will contact me in the next 7 days, they never did so I call them way later to enquire about my case. They reassigned me a new case number, basically I start it all over again is when I knew they messed it up. Way later they sent me a questionnaire to answer and a list of purchase transactions for me to identify the once that I did which didn't have nothing to do with my original submitted request that I did on time, basically Financial Services Inc. Try to cover and set up a frame to cover their negligence and irresponsibility to close my case and to not refund me the balance left after the last transaction I did with my gift card. It was nothing to investigate but to follow my request: to cancel and to refund me left balance by sending me a new vanilla gift card through US Post Mail, all this official according to their procedures that I followed accordingly and right away so I demand this Company to follow up my original request and refund me my money that is more than $350.00 dls US.

2 prepaid Visa cards were purchased *** by me and my sister at *** for $200 each card. The balance was stolen digitally *** before I even had a chance to use the card. I tried to use it to make an online purchase and it would not go through. I checked the balance and there was none. The same for my sister's card. It was stolen before either of us attempted to use the cards. I purchased this card thinking it was safer than giving out my banking information. I purchased it to prevent being scammed, but that's what happened with this card. After investigating this company on the internet, I have found that this is a common occurrence. I submitted everything to the company as required for. They sent back 1 card with a balance of $141.18. I checked it by phone and was told this card was used at the end of December for a purchase. So, it wasn't even a new card. I've spoken with a representative named Kunzo and he said that's all they are refunding because that's all they could recover for both cards that totaled $400. This isn't a card that was stolen from my possession. It was stolen somehow digitally right after it was purchased and evidently activated by the *** There must be some credit card or banking regulations that protect people from this. I'm not sure if this is where I need to go for resolution. I'm hoping you can help me. I'm disabled and almost an invalid. This was to purchase medical supplies that I needed but didn't trust the company enough to give my debit card info to them. My sister thought it would be beneficial to do the same and prevent thefts online. We both need our $$ back. This doesn't seem to be an option below. The case number is XXXXXXXX.

I bought a $100.Visa gift card on ***. I tried to use the card and the transaction was declined after several attempts. On *** I purchased a Vanilla Visa gift card for $100.00. That same day I tried to use the card and the transaction was declined after several attempts. I called the number behind the card and based on the message I heard I was informed that the card had Zero balance and that it was used on June 20. I then spoke to customer service and was told that I should send them a copy of the receipt and pictures of the front and back of the card. I was also instructed to keep the card because the company will loading the funds into the cards after they confirm my claim. I was told that it would 3 days to get the funds back. I emailed them all the information within half an hour. I then received an email asking me to send a copy of the utility bill and upon receipt of that , it would take another 3 to 5 days to reload the card. I send a copy of the utility bill which they could have requested initially to reduce delays, but they didn't. On November 1st, I received an email to confirm that they will send a repalcement card and that it would 14-21 days due to Covid 19. Covid 19 has absolutely nothing to do with this ! They told me initially that it will only take 3 days and they will reloading the card which was a lie. Asking for more proof of idendity is just the game these people play by more delays in the hope that people wont bother to claim. I have to wait for my money for almost a month? What kind of business is this? I went to buy another card thinking that it just that card...but I was shocked to find out that the gas station attendant informed me that they stopped selling the Vanilla Visa cards! Is this a SCAM? Thank you

At *** on ***, 2022, I purchased a *** gift card in the amount of $300 at a *** store located at ***. I immediately called the gift card's customer service number to activate the card but was told by an automated message that the retailer puts a 1 hour hold on gift cards. I waited another couple hours before attempting to activate the card on ***'s website. At this point, I was told the balance of the card was $0 as the entire amount had already been spent at *** at *** - the exact moment the funds became available for use. I called the *** customer service number and was told I had to wait 72 hours for the purchase to go through as it was still only a pending charge, before I could file a dispute. On ***, I called back and was given a case number -*** - and told I would be receiving an email from the company shortly. I was also told that if I hadn't heard back within 10 business days, to email this address - ***. This weekend I sent an email to the above address but did not receive a response so I called the customer service line again. At this point I was told the last agent I spoke with had added an additional "m" to ".com" in my email which is why I never received an email. I was also told this email would contain a dispute letter I would need to fill out then wait another 10 business days before attempting to contact the dispute department. I was told I would receive an email shortly, which I have still not received and I simply cannot afford to continue waiting for this company to reload the card or send me a new card. I have researched this issue and have found many stories exactly like mine and it doesn't seem anyone is being refunded for their trouble.

Fraud on my card .called while charges was still pending I have had fraud issues on 2bank accounts .while they was being resolved I needed a way to pay bills and so I got the vanilla card I checked my balance on the card and.i had 140 $ on the card .went Across the street to the atm to get some cash and They said I had I suffice to funds .so I ran home and checked it again and it sure did say I had a zero balance .there was 2 charges totaling the 140$ to ***s? I called vanilla card customer service right away as the charges had just been made and was still pending . I begged the customer service lady to please stop the pending charges ,that that was all the money I had ,and she said she couldn't stop it even though it was still pending .she gave me the case number # *** I was then told that she was going to send me a paper to fill out and send back and that it will take at least 45 days to get my money back .so I looked up ***s and called them and asked please can you stop these pending charges ,I did not make these charges .and that's all the money I had .the charges was still pending and she to,told me she could do nothing .that the bank that the vanilla card is threw ..has to be the one to take care of it . That being said .i never got the paper to fill out ,however I did find it online and filled it out and sent back a couple weeks ago .my vanilla card account is locked so I can't get in it to see anymore fraudulent transactions or anything else .i could get pics of my account showing the ***s transactions to upload for you but I can't get into my account and I've called customer service at the vanilla card more times than I'd like to think about with no help ,,nothing .in fact very rude,and made me feel as I was in convincing them or somthing

Refund of fraudulent charges on Vanilla Visa Gift Card My husband and I received a Vanilla Visa Gift Card for $500.00 as a gift. I checked the balance on May 21 and it had a balance of around $280.00. My husband became ill and needed to be admitted to the ER and eventually the hospital on May 22, ,2020. The card had been used on May 21st to pay for a PT charge and medication for my husband. When I went to use the gift card to fill up at the gas station on May 25 I kept getting an insufficient funds message. Before I could check the balance as to why it wouldn't go through, my husband was discharged from the hospital with a terminal diagnosis and passed away quickly. When I finally did get to check the balance issue on June 5 online, it showed a balance of $0.00. I the charges in the summary and it showed three transactions that I did not make. One was a *** charge for $18.00, I do not have a *** account. The other two were for a soccer store, both $129.98 for a total of $259.96. These two charges occurred on the same day I was admitting my husband to the hospital. When I called the customer service representative on June 5, they took all of my information and opened a dispute case for me. The number is ***. I was told I would receive a dispute packet I needed to fill out in my email and as of June 11 I have not still received anything. I called the customer service number and the representative "Sam" informed me I had "won" a $100.00 gift card but I needed to pay the shipping charge. This representative would not give me any information about my dispute case and was very rude when I said I didn't feel comfortable giving any credit card information over the phone when I simply wanted to inquire about my fraud case. I hung up after he/she refused to let me speak to a supervisor about my case and told me I needed to stop being so "nasty" on the phone about the "offer".

I was given a *** gift card as a wedding gift in *** 2021. I went to a nice restaurant in *** 2022 and when checking out the card would not work. I had to pay out of pocket because my husband and I had already eaten the food. The next day I called the card and there was a zero balance. After speaking to the restaurant to make sure I wasn't double charged, I called the number on the back of my card. They had to file a report of fraud because they could see the card had been used at a *** in California and I am located in Texas. Not to mention when I went to use the card I had to remove it from the packaging. So someone was able to take the funds without even tampering with the card. Once making the report I was told all this information regarding the fraud case would be sent via email and I should hear/know something within 90 days. Well now its the end of *** and I have yet to receive an update, new card, or even an email with the fraud case information. I called back and am being ran in circles of them saying they can't help me unless I have the card number or reference number (which I never received the email and the paper I wrote it down on has been lost). I don't see how they cannot look up my case with any other information as I had to give my email, phone number, address, the date it happened, the restaurant it happened at, etc. I have spent over 3 and a half hours of my day trying to figure it out (currently on hold now). I have been offered no help or any suggestions/answers on what I can do. All calls are recorded but they are refusing to pull the recorded call without a court order. At this point I feel helpless. I guess the person who gave me the card is out $100 and I'm out more than $100. And who knows how many other cards I got for my wedding will be like this? I saw they had a big issue with fraud in *** or ***. And they are literally NO HELP! Please advise if anyone knows what I can do?

I purchased a Visa Gift Card that was fraudulently activated and used my someone other than me on Wednesday, July 6, 2022 at the *** store and want my money refunded. July 6, 2022 2:04 p.m. Purchased $100.00 "You Rock" Vanilla Visa Gift Card at ***, ***, *** at self check out scanner. Paid with cash. July 6, 2022 at 3:07 p.m. "INCOMM" transaction for $100.00 (card activated by someone other than me). July 6, 2022 at 3:07 p.m. Pending ***.com transaction for $99.98. July 6, 2022 at 3:40 p.m. Pending ***.com transaction for $99.98. July 8, 2022 at 10:23 a.m. Called number on back of Visa debit card (***) 571-1376. Customer service representative said there was nothing she could to, I should "wait until July 14, 2022, and see what happens". I told her that was not acceptable, and she told me to contact ***.com. July 8, 2022 at 11:26 a.m. Called ***.com (***) *** five separate times. Four times I was transferred and hung up on, the fifth time I insisted to speak to a manager. The representative said there was nothing he could do and there was not a manager I could speak with. He told me to call the store that I purchased the gift card from. July 8, 2022 at 11:37 a.m. Called *** (***) *** and spoke ***, the store manager. She said there was nothing she could do and to contact ***.com. July 9, 2022 2:36 p.m. ***.com transaction for $99.98 was processed. July 11, 2022 2:00 p.m. Called *** corporate office at (***) *** and spoke with "***". She said all she could find out is that this purchase is scheduled to arrive on July 13, 2022 in ***, ***. She didn't have a name, exact street address, order number or what item(s) were purchased. *** said I need to contact the financial institution on the back of the card (which I called on July 6, 2022 and they could not resolve this issue) because it is a fraudulent transaction.

On *** I received a $500 Vanilla gift card via email as a present from my brother. On *** I went to activate the card and it had two charges already, one posted for $154.22 and one pending. I immediately called XXX-XXX-XXXX to report the card stolen. They closed the card and assigned me case number XXXXXXXX. I submitted the dispute form on *** & received an email confirmation of receipt. I was told it could take up to 90 days to receive an outcome. I called on *** after not receiving any response from the company. I was told my case was closed on *** and that no outcome was listed from the investigation. I was never notified the case was closed. The representative entered a request to -open the case and said to call back in a few days. I called back on *** The representative said the case still had not been re-opened and that he would put in another request to re-open it. He said to call back in a few days. I called again on *** The representative said the case had been re-opened and requested the dispute form to be re-submitted and to call back in a few days. I emailed the original dispute form on *** and received an email confirmation of receipt. I called on *** after not receiving any update on the case. The representative said the case was open and pending. The representative submitted a case update request and said that the dispute department will email me with an update within a few days. After not hearing back from the dispute department, I called again on *** The representative informed me that dispute was closed and that there was no date or reason listed. She attempted to transfer me to the dispute office to speak with a representative but was having technical difficulties. She asked me to call back at another time to speak with someone in the dispute office. The way my dispute has been handled is absolutely unacceptable. I am requesting that my $500 to be returned to me immediately.

Gift card was purchased at *** on *** Nov @ 1:32pm for $130.00. At 2:08pm, I attempted to use the card at *** for $52.23 & the purchase was declined. I then checked the balance via *** & it stated the available balance was $130.00. Later that evening at approx. 7:30p.m., I attempted to use the card at*** & the cashier stated only. $.03 was available. I then checked the balance again online & saw that someone had fraudulently used the card for $129.97 with a company by the name of "***. The giftcard was in my possession the entire time from its purchase & I was only able to use it for $.03. I had no idea of what *** was nor did I make any purchases. I called the customer service number immediately & the agent stated I had to wait 8 business days before I could file a dispute & that the purchase with "*** was still pending from what she could see. She asked what website did I use to check my gift card balance & I told her the website on the back of the card. She agreed with me that the site could have been hacked, but rest assure they will help me in getting a replacement card. She stated for now that she could only block the giftcard for the remaining $.03. On *** Nov, noticed the charge was no longer pending, so I called Customer Service again & I was told to fill out their dispute form & email it to them at *** I was given a Case # of XXXXXXXX & I received an automated email back stating, "they have received my dispute & should expect complete resolution within 90 days however, most are resolved before then". Throughout the past months, I have followed up with Customer Service via phone & email & each time, I was told that my claim has no updated notes, but they will look into it and get back with me. No one from Vanilla Gift Card nor InComm Financial Services has contacted me nor mailed me a replacement card. We are now at day 86 and no resolution. I am requesting a replacement card!

on *** I purchases a Vanilla Gift Card from a *** in ***. I put 300.00 on there to pay my rent. When I got home to activate my card it showed me I had 300.00 in my balance. Then I went to pay my rent and got a message from the card saying the card number is invalid or restricted. I didn't set up any restrictions and the number was correct so I knew something wasn't right about the card. I then called Vanilla Gift card Customer Service and waited for an hour before anyone answered. I told them my card isn't working they checked into it and said someone made a purchase for 299.00 at *** I told them that's fraudulent and I did not authorize that purchase. They said to call back in 2 days and if the purchase goes through they will start a case on it to see if it is Fraudulent. I told the csr you don't need to wait for anything I am authorizing you to stop it now. They said No and call back in 2 days. So I called back in 2 days they still had no more information for me. I asked for a contact number for Puma.com and they said they don't have it. I said then how are you going to help me with no clues?. They said their investigation department will figure it out. I said how long does that take? the CSR said up to 90 days! I told them that is entirely unacceptable, I have rent to pay and now I can't pay it because your company wants to take their time for 90 days to find fraudulent activity its ridiculous!. This whole thing seems fraudulent to me i believe the company has inside hackers using people's information to make purchases once the customers activate their card and then it shows up as restricted in the system. I feel I am the victim of fraud at Vanilla Gift Card and i want all my money back ASAP and this company reprimanded heavily for this huge inconvenience. Vanilla gift card contact is *** located in *** XXXXX. I believe this company is fraudulent and making people wait months before they issue refunds.