Incomm
reviews and complaints

InComm, received my dispute for charges and said that I had no right to a refund. Purchased a CBD product - price was around $11.99 total; on October 11th. Received product; however, *** - the merchant, charged my pre - paid debit card for additional $94.86;this happened on October 27th. I contacted InComm, and they told me they would send me another card - because some merchants will "repeat charge" the debit card when money appears on the account. I received the product, so I accepted the initial charge; however, I was informed that this was a "trial" purchase and the balance was just. There was no mention of trial on the page.The product advertisement used ***'s facial endorsement. Once I submitted my debit card number, the page flipped over to offer a different product, that "I might be interested in". I did not even have enough money on my card for any other purchases - just for the CBD oil I ordered. When speaking with InComm, I informed them that I never received a confirmation email for the purchase (I was surprised to receive the product). They agreed with me that that should not have occurred.There was no invoice or any contact information in the box when the product arrived. I did not have any contact information for ***. When ordering, the page flipped over so fast, that I didn't even know the company name that I ordered from. I found out about the unauthorized charge, when I placed an order that didn't process because of insufficient funds. I have been told on more than one occasion by Incomm that they communicated with the merchant and the issue is closed. What I do know about *** is that they are based in Florida; however, InComm would not supply me with any merchant information to contact them about this issue. I informed the associates Penelope and Roxie of Incomm, that I would be reaching out to the Complaintsboard.com for assistance with this matter. This dispute was processed through GRP Disputes; Trouble ticket ***.

On 12/04 after 5 p.m. I order food delivery using my One Vanilla Visa Debit card. Later I found my food was delivery to the wrong address and contact restaurant on the phone, but they kept putting me on hold. So, I'm worrying about my identity being stolen and I contact One Vanilla customer service. I spoke to a woman and told them there was suspicious charges on my account. She ask for my name, last 4 digits of my card number, my address, and last four digits of my card number for security purposes. I gave her the information, told her what happen, and remove the charges off my account, because I order pizza and they never delivery to me. She told me, she will mail another Visa card out to me and I will receive the card in 7-10 days. I can't dispute any charges, because it still saying pending. I have to wait until charges are clear. I said, okay no problem. Later that night, my food was delivery to me, but it was delivery late and no need for me to dispute any charges. Several days later, I called One Vanilla Customer service to see if they mail my card. I talk to a different customer service woman and she ask me the same personal information as the other customer service lady did and I gave it to her. She told me, my card is in transit. I ask, what do you mean its in transit? She said, it's on it's way and you should receive the card by Thursday. Those days has past and I never receive my card, so I continue to wait. On 12/19 and 14 days has past, I check my mail and I still haven't receive my new debit card. I contact One Vanilla Customer service and spoke to another different customer service woman. She told something completely different all together. She kept telling me, we can't mail the card to you, because you don't have an physical address. I told, her that's the address I use when I apply for One Vanilla Card using my address on my driver's license. You approved me and mail my card to me without any problems. They kept refusing to mail my new One Vanilla Visa debt card to me. Product_Or_Service: One Vanilla Visa Debit Card Account_Number:

On 11/03, I had $302 stolen from my MyVanilla debit card through a card-to-card transfer and am having difficulty getting MyVanilla to reimburse it I've currently been on hold with My Vanilla, waiting to speak to their "fraud/theft department" for 49 minutes. I looked at my statements today and saw that I had an IVR (which means it was done over the phone) card-to-card transfer in the amount of $302! I'm a single mom and I can't take a $300 loss right before Xmas. They have a link on their website for a transaction dispute form - that takes you to a BLANK page! The 1st time I called to report that my money had been stolen from my account, I was hung up on, right after I had asked if we could find out the identity of the person of the card that my money was transferred to and file a police report. Coincidence? Maybe. But, before I was hung up on, she explained that the transfer took place over the phone, so all the thief needed was my 16 digit card number and the 3 security numbers on the back. Not my SSN to verify my identity, not my DOB, nor my maiden name, no security questions! It was that easy for them! I recently ordered a shirt through *** and vape juice from ***, abd like a lot of online stores, they ask for your 3-digit security code, along with the 16-digit card number, so virtually anyplace I've ordered from has those numbers, and an employee (or owner) could've copied and stolen my card info and did a transfer. It should not be that easy, My Vanilla! After that hang up, I called back several times, and when I finally got ahold of a live person (the current call that I've been on hold for nearly an hour on) and he asked me to wait BRIEFLY for him to connect me to someone in the fraud or security department and they would have a couple of questions to ask me. I swear, I think they intentionally put you on hold so long because they are hoping that you will get discouraged, or have something that you need to go do, and hang up, and then they can get out of paying back the money that was stolen from you! Like, I called on my home phone, but I've gotta drop my son off at the movie theater at 6pm, and it's already 5:05pm, with no hope of an answer in sight. Edit: I was just now hung up on after waiting on hold for 1 hour and 38 minutes. I've been with My Vanilla for approximately 8 years and never had any problems with them whatsoever until today. Before today, I would've given them 5 stars, and I'm still holding out hope, which is why I still gave them 3 stars. They need to put more security measures in place in their automated phone transfer service because it shouldn't be this easy for someone to steal from you!

After explaining my issue to customer service over the phone, they keep telling me what to submit and that my issue will be addressed, but it does not In November , we had a small birthday party for my 10 year old daughter. There were two friends who were there and brought by their parents. The parents each purchased $25 Vanilla Mastercard Gift cards for my daughter. When we took her shopping the next weekend so she could use them, we ran into an issue. The first one worked and applied $25 toward her balance. The second one did not. After getting home, I called the Customer Service number on the card, explained my issue, and received an apology for the issue. I was told that I would need to email a color copy of my photo id, a color copy of the card, and a copy of the receipt and reference the case number they assigned to me. I explained the ID and card would be no issue, but the card was a gift and the person did not leave us with a receipt. I was told that was not a problem, just submit the other two documents and type an explanation of what I had told them on the phone, and they would help. I sent the email to the address they told me too, including a front and back color copy of my ID and the card in question, along with the explanation they told me to leave in the body of the email and the case number in the subject line and the email body. The next day I received what looked like an automatic reply that stated I did not submit all the required documents. I again called the customer service by phone, gave them my case number, explained everything that I had said in the email and what I attached to it. I explained since I didn't have the receipt and this was going to be a waste of time to please just let me know so I can give my daughter cash and move on. That I would be disappointed in their product, but understood since I could not get a receipt that if they couldn't help, just be up front about it. I was again apologized to, and told to resend the information, making sure the copies were legible and in color, which they were, and again explain the issue and they would help me get this resolved. I did so and confirmed everything was included in the email, the attachments were there and when I clicked on them they were very clear and high resolution, and that the subject line and body of the email contained the full explanation and what customer service had told me on the phone. The next day I received the same generic looking email stating that I do not have all the required documentation and that I needed to include a copy of my ID and the card in color. I went back to my sent messages and confirmed both items were attached and able to be opened in the message. I checked the other sent messages and they were attached to those and able to be opened and viewed in those as well. After this, I emailed the same items to the same email and explained that I have submitted every item that I was told to submit from my multiple phone calls including the color copy of required ID and the card, the full explanation of the issue and the case number and that I expected some sort of resolution as I have completed every step they have told me to. The company has not communicated back since so there has been no resolution to this. If the company could not resolve this from the beginning, they should have been very clear on that and not misleading about being able to resolve it. Instead, I was told they could help if I followed their instructions, only to have everything automatically rejected upon every submission.

We received a *** Gift card for $500; ***; Exp 06/30; Security Code 588. but back side of card says funds never expire! On 7/1/22, our card was hacked in the amount of $480. On 7/1, we went to Menards to purchase an item. Before going in we checked balance on phone at vanillagift.com; it was $500, but we had to activate card. We activated card, balance still said $500. When checking out, were told our card didn't work, did not have $500 so had to use our credit card. Back in the car we looked at receipt; showed $20 applied from Vanilla card. I returned to Menards thinking their system hacked our card, but it wasn't Menards. Returned to car; my husband looked up our account on vanillagift.com finding a charge for $480 to guru.com, shortly after activating card. This was not from us. I do not have a copy of the transaction because when I went back into the vanillagift.com to check the card, it was deactivated. Husband found article stating Vanilla Gift card website does not have the proper security protections on its website. Immediately called customer *** number on the card *** and spoke to customer rep who told us we would have our money back by the end of July, 2022. Called back later, spoke to another customer *** rep who said they would not do anything and we needed to take care of it ourselves, even though the hack was on their website. End of July I called again and spoke to another customer *** rep & was told they would send me claim form; that I would receive an email w/ claim form & not to call for 90 days. On vacation received an email from InComm, *** w/claim form. I immediately responded we received form on 9/6, were on vacation til 9/18 after the time limit to file & requested extension. On 9/19 emailed claim as instructed. Recvd resp 10/13 that they recvd our claim on 9/28; are contacting merchant for recovery of funds. Final resolution asap but no later 12/27/22...

I purchased a Vanilla gift card which was not received by the intended recipient on Dec 22nd. I call *** when I also recognized that *** had delivered the card to the address. I -first call the *** vanilla in early Jan - I was told to call back on Jan 12 Called back on Jan 12th - they shared that the card was used and it would go to the fraud department Got a call from a *** at the number I left (work number) who told me to call back so I could get a refund or a new card. She did not leave a number to call me back at and only told me to hit"9" when I called back to be directly connected.I then got a call from a: *** who was not able to help and told me to call the customer *** I called customer *** again and was told to send an email to *** I did this and got an errors and resent a message to giftdisputes - her is my email:*** (***)To:*** Details *** fraud team,I receive a message to call back to re issues the vanilla gift card I sent as a gift or to get a refund on my order. Unfortunately, the individual who called *** to follow up did not leave a phone number in which for me to return the call. Please advise on what number I can call or how to process a refund.(The original vanilla gift card was put on hold.)Thank you in advance for your help,-*** As of Jan 19th I called Vanilla *** (incomm.com) three times: the first two calls I was elevated to a supervisor. The first call I was on hold for 30 minutes (standard for all my calls with them) and I had to hang up to take a call for work. The second one took my information and said she would send an email to the fraud department and I would get a returned email. When I asked what email she was using for me the line went dead. The third call On my third call, I was told that an email was sent to the fraud *** and I would hear back in 24 -48 hours. When pressed she said 48 hours.

My vanilla *** gift card information was compromised in mid-June 2022. At the request of the woman from customer ***, I contacted the merchant whom the fraudulent transaction came from and got the money refunded. I also filed a dispute, again, at the request of the customer *** line. On June 22, I called the customer *** line as the merchant had refunded the fraudulent purchase, which meant we could now drop the fraud dispute and I could be issued a new card with the remaining balance of 186.02$. The woman on the phone took all my information and assured me a new card would be at my door in *** days. I called again, TODAY, 14 days later to inquire what had happened with the new card. The woman on the phone said the new card had NEVER BEEN PROCESSED since I filed a dispute (again- I was told to do this by the customer *** line and I was told the dispute would be dropped once I had the funds back on the card, and Id be issued a new card). She then argued with me as to how much was left on the card, and quickly realized she was mistaken about the number which she apologized about. She told me she would cancel the dispute and issue me a new card which would be here in *** days AGAIN. I asked for a confirmation email or reference number or ANYTHING to solidify this and leave a paper trail, she said nope. Apparently the case number should provide future customer *** reps everything they need to know, but when I called her she had NO IDEA what I was talking about when I gave her my case number. I have no idea if I am really to get my 186$ back. I regret that I was ever given a gift card from this company. I am moving and this was supposed to be money for groceries and to get me on my feet. No apologies whatsoever from ***, no promise or confirmation that my gift card is ever coming. I was spoke over multiple times by different reps. *** because somebody made a fraudulent purchase, with my card details, not my fault whatsoever.

A Vanilla Gift card *** was purchased at CVS for the amount of $200 on 10/5/2022. The card was unopened and secured in it's original packaging until it was registered and used on 10/9 for $28.53. On 10/10 for $20.21 & $21.04. I attempted to use the card a 4th time and discovered the balance to be .25 cents. I called customer *** on /*** at #*** located on back of card. I also logged in online at VanillaGift.com to check transactions. There was an unauthorized transacton from Suling H31313837***0***2***0H for $129.97 (ref #***EC5277 H343035***43730***930H ph # ***-457=6999). The rep stated to call back in 24 hours and put the card on "hold". I called back on 10/11 and was told in order to start a fraud dispute I would need to provide ALL of my personal information. She specifically ask for my date of birth, social security number and home address. I refused to provide anything other than my name. She stated unless I provided this information she could not recover any of the lost balance. I felt it was an attempt at identity fraud and disconnected the call. i called the H343035***43730***930H phone number and it goes to a *** voice account not an actual business. I have researched these gift cards and found multiple complaints and fraud attempts. I would like to recover the money I feel the company itself has stolen from me in an attempt to steal my identity. Only the company itself would know the remaining balance on the card to charge exactly the $129.97 in order to create a situation where they would ask for my personal information for a "fraud investigation". These cards are a total scam and are being sold in major chain stores. I have included the original receipt from CVS, a pic of actual card, a screen shot of the transactions online. The card is no longer active because the company has suspended it. When I call customer *** or go online it says my card number is an "error". I would like to recover the balance of $129.97 and like an investigation into this "company".

Purchased Visa Vanilla https://www.vanillagift.com/catalog?type=email_animated New York State Department of Financial Services. NMLS ID# XXXXXX Purchased Visa Vanilla gift cards - 20 cards with a $15.00 balance on each card. Paid $2.95 in service fees for each card. The purchase was intended for a holiday staff lunch that normally would be in person but had to be over a Zoom call. When the individuals attempted to used the card they were declined due to insufficient funds. After speaking to four different representatives, and having one recipient test the card it became clear that the cards were declined because Visa Vanilla puts a 20% hold on the total balance of a card if the purchase is related to hospitality or food. Once the card is used, 5-7 days after the initial purchase I was told the remainder balance would become available. At the time of purchase on the vendors web site there is no reference of a 20% hold requirement. There was no mention of this 20% hold requirement in the confirmation purchase email send to me upon the purchase. There is no mention of this 20% hold requirement in the communication to the recipient of the gift card. There is not mention of a 20% hold requirement on my account summary that summarizes each order/purchase and all the order detail. If I have know this at the time, I would have purchased a gift card with another vendor. In addition, I spent one hour and 45 minutes speaking to Visa Vanilla representative who gave me varying information. Two representatives told me the card recipient could charge $15.00 but if they were charging more would have to pay that amount first with cash or another card and then the Visa Vanilla card could be used for the remainder $15.00 purchase. Two other representatives told me there was a 20% hold on each card as it was a food purchase. Since all everyone with a card had went to purchase a meal of $15.00 they were all declined for insufficient funds leading them to believe there was no value on the card. They were unable to use the car at the time it was needed.

In Dec *** the amount of $50. Feb 2022 a medical device purchase was made thru Amazon in the amount of ***. Leaving a *** balance. *** company by mistake sent the wrong size. According to *** policy a refund/return process started. After an amount of time the company received their product & was to refund the amount to original card. I called *** Vanilla Gift Card Customer *** 4/5/2022 to see if the refund had transacted. Nothing had happened. A few days later I called again only to discover the remaining *** had been stolen and wiped from the card. Afraid that the pending refund would be in jeopardy also, I contacted a Customer *** Rep. *** rep advised me the card was used out of ***. *** rep gave me the info as HYGMR_POS Trans ID used 4/5/22 2:38 PM (Notice same day as balance request and only hours afterwards). *** rep advised me to Goggle HYGMR_POS and they'd also email a dispute form to fill out. I did in fact Goggle and tried my best to find the original company where the purchase was made to no avail, not for lack of my trying or the companies I contacted. It took them less than *** their system. Gave up for dispute. I e-mailed the dispute claim form back on the same day. Since that time, I've tried numerous times to contact Customer *** and the Dispute e-mail address for an update or to see when the new card with my 50 dollar amount would arrive. I've been given the run around by every Customer *** Rep and received no communication from the e-mail address. According to Customer *** Reps this company's *** doesn't have a phone. Suspicious to me at this point. While only 50 dollars to some, I don't have it to give away or lose at this point. Right now, I'm almost feeling I was scammed all the way around by this company and their overseas Reps. I need answers and my money returned. Have all calls made recorded and emails if needed

I received a gift card for $200 Dec 2021. I verified funds on the card through the card website at mybalancenow.com which did show it was loaded for $200.00. The following day I went to make a purchase and the card was declined due to no funds, after verifying the card again a transaction was made at a Northern *** store. I called the Customer *** number Dec 6, 2021 in order to dispute the transaction and was sent via email from *** confirming receipt of verbal claim notification and given a Gift Card dispute form to fill out and return. The Gift Card dispute from was returned via email to *** on January 4, 2022 and a confirmation email stating that the company received the form was received from *** the same day. Statement made in confirmation email states "You should expect complete resolution within 90 days from received date, however, most are resolved before then". I called customer *** on April 12th, 2022 (98 calendar days) to get status but was told no status has been updated and to wait *** hours as they will send an e-mail for resolution, no response was received. On April 22, 2022 (108 calendar days) I sent an email to *** and ***, no response has been received from this. I called back on April 23rd, 202 (109 calendar days) and was again told there was no resolution and that an email would be sent for resolution and to now 48 to 72 hours by account supervisor Fritxie and then by an account manager ***, no response was ever received. I called back again on April 26th, 2022 (112 calendar days), and spoke with account supervisor *** who proceeded to give me the same info of an email being sent and to wait another 48 to 72 hours, still no response received. I have again called today and spoke to account supervisor *** and same response of email sent, wait 48 to 72 hours. No resolution or outcome seems to be apparent at all.

I purchased a Vanilla Gift Card but all the funds were withdrawn by unknown merchant before the card was even used. On 06/18 at 11:07 AM EST, I purchased a Vanilla Gift Card (Card # XXXX XXXX XXXX XXXX) from CVS Pharmacy with a balance of $250. However, when I checked the balance the following day, I noticed the remaining balance was only of $0.05. I called Card Service to inquire on the balance, and they let me know that there was an online transaction made on 06/19/XXXX X:XX PM EST for $249.95 to a merchant known as JMTECHOM. The problem is that the card was not removed from the original sealed package when the transaction was made nor was the merchant recognizable. I explained this to the Card Service Representative, and they advised that I submit a Transaction Case Form to their Disputes Department. I completed the form and emailed it to ***@incomm.com using Reference # XXXXXXXX on the subject line. The representative also advised that the investigation can take up to 90 days to be resolved, but I would have my first update within 10 business days. It's been 11 business days and I have not received a single update nor an acknowledgement that my form has been received. I followed up with a second email, but still did not receive a response. So I called the (XXX) XXX-XXXX number to check on the status of the investigation and the Customer Service Rep lets me know that they never received by documents. I confirmed I emailed the form the the correct email twice, and asked to speak with somebody from the Disputes Department. Unfortunately, all dispute matters will need to go through Customer Service, but they are unable to help if they do not receive any updates from the Disputes Department. They only ask that I call back in 48 hours, but were unable to assure me there will be any updates. At this point, I am at a loss, and cannot retrieve funds from a transaction that was not authorized by me. I have to wait 3 months to get my money back, and even that is not certain. Very unfortunate, especially after reading similar complaints on here.

Vanilla ***Gift Card Dispute Case #***.Disputed Amount: $60.67, requested check refund. Background:My sister sent me a $100 Vanilla ***Gift Card for my birthday last April 9. I did not want to spend all the $100 yet since the Gift card expires in ***. The last time I used it was on June 8. I have never used it since then. And my balance was still more than $60. Last February 12, 2022, I thought of using my Gift card online. To my surprise, when I checked to confirm my balance, there was only $4.15 remaining. I know that I still have more than $60 balance in my Vanilla ***Gift card. The transaction history shows that on February 11, 2022, there were three (3) consecutive charges made at the same merchant named ***. I don't know this *** have never bought from this merchant! I cannot even find it on *** These are fraudulent charges: 1) 2/11/22 at 8:44 PM, $18.54, *** 2) 2/11/22 at 8:52 PM, $22.09, *** 3) 2/11/22 at 8:59 PM, $20.04, ***.I immediately called Vanilla *** Gift Card customer *** to report the incident. I waited on the line for more than 30 minutes. The customer *** rep took my info, assigned a case number, and sent me a dispute form to fill up and told me to email back to *** which I did right away. I received an automated email acknowledging receipt of my dispute form. It was also stated in the automated email that I should expect complete resolution within 90 days. This seems an intentional delay from refunding my money. The company makes it very difficult to get refunds for fraudulent charges. They are doing this on purpose to get the consumer to give up. I am very much unhappy with this company and from other complaints I have read this is common practice. I have told all my family members, relatives, and friends to be wary of this company as they do not support the consumer if their product has been compromised.

In trying to return $2000 in Vanilla Visa gift cards, purchased erroneously due to fraud, InComm hasn't reached out; customer service is impossible. I have four Vanilla Visa gift cards, each with a $500 value, bought from a CVS. I purchased these after receiving a fraudulent email - and I do not need these gift cards. I was scammed. I am looking to return the gift cards and have my money refunded to my credit card. I opened a case with InComm on December 3rd (case #XXXXXXXX). I was told I'd be contacted in ten business days. I have not been contacted and have talked to four customer service reps. Rep 1: told me the case was escalated and I should hear back in 2 days, and I never heard from anyone. I asked her if I could reactivate the cards so I could just use my money, and she said that was not an option. Rep 2 (spoken to on 12/13): told me he could close the case and reactivate my cards. That confused me as I was told that wasn't an option. As I continued to ask questions, he hung up on me. Rep 3 (spoken to on 12/13 after being hung up on by previous rep): told me I needed to wait to be contacted and would not give any further information about anything. I asked each rep if I could speak to a manager, or someone with more information - and they said they have no direct line to the part of the company dealing with the disputes - that it would be impossible. On 12/13 I sent a note to the email address where I sent documentation of my claim, and I got a bounce back email that said their "inbox is full and not accepting messages". And on 12/17 I tried customer service once more. The rep asked for my case number - and she then asked for the four card numbers. She then told me she was having trouble locating these cards, asked if she could put me on hold to further look into it, kept me on hold for nearly ten minutes and then hung up. I have $2000 of my own money that I am unable to access, and this company will not get in touch, and customer service (four different representatives) are not able to give me any information on the status, and I am deeply concerned about my money.

Purchased a Vanilla Gift Card ($500.00) on December 24. Card did not work when recipient tried to use it on December 26. Purchased a $500.00 Vanilla Gift Card from CVS on December 24 as a Christmas gift for my spouse. When she attempted to utilize the card on December 26 (two days later), the merchant informed her that the card was not valid. The card was missing the PIN number and had glue on the magnetic stripe which would not allow it to be scanned. When my spouse returned home, she informed me that the gift card that I had given her did not work. I immediately contacted customer service who informed me that the card only had a couple of dollars left on it and that a purchase for $498.95 had been made at a Dollar Store earlier in the morning. When I informed them that I had the card and that nothing had been purchased with it, I was instructed to file a case so that they look into the matter. I filed the required paperwork that day and emailed it as an attachment to the resolution team at: ***@incomm.com. Today (February 11) I received a response from the gift dispute team informing me that they have completed their investigation regarding the referenced ticket and that they determined that the card was present during the time of the purchase at the Dollar Store. As such, they claim that they do not have recovery rights to file a claim. They were nice enough to say that they would refund the remaining $1.05 that is remaining on the card. I called customer service and tried explaining that they were incorrect in that the card was present at the time of purchase at the Dollar Store as it has been in my possession since it was purchased. Additionally, I informed them that I couldn't have used the card as it was missing the PIN and would not scan due to a damaged magnetic strip. The person who I talked to was dismissive and told me that there is nothing that they can do. Since this happened, I have filed a police report as it is clear that I am a victim of fraud. Also, my attempts to resolve this with CVS and with the Vanilla Gift Card company have failed.

I am currently waiting on replacement cards to be processed. I called in to InComm on Jan 7, after the two gift cards( one $25 vanilla card, and one $50 Amex gift card) purchased for my parents never made it via US postal service for Christmas. To date my parents have not received the cards so I contacted customer service on both cards. Low and behold both cards are serviced by Incomm. When I requested the vanilla replacement card, I was told a form would be mailed out. I haven't received the for to date. When I requested the replacement card from AMEX they provided an email option with a case number similar to the vanilla card case number and what to send in. Being proactive. I sent in two emails, one for each case with supporting documents. I called in on 2/1 and was told to call back on 2/4. On 2/1 I received an email at 4:35pm stating my receipt was blurry and to send a clearer picture. I did at 5:35pm on 2/1. I called in on 2/4 as instructed from my 2/1 conversation to get information on how cards would be issued. The customer service agent proceeds to tell me I have to wait 10 additional business days since I just sent the requested receipt. That's was for one case. The Vanilla card. I then asked, what about my other case number? What is the hold up on that one. The rep attempted to tell me that the receipt for the vanilla case is the receipt needed for the Amex case. This is false. The rep then sent me to the escalation office. I asked them who has unorganized my documents emailed in because I emailed 2 different cases with 2 different receipts and somehow one receipt is being requested that had nothing to do with that case. I was placed on hold for 40 mins and then hung up on. All that I want is a replacement Vanilla Visa card and Amex card that was purchased in December since it appears that the US postal service may have stolen them. It seems like InComm is preparing to give me the run around and I just don't have the energy for it. Both stores that I purchased from does not offer refunds, and they advised me to report it to the gift card companies. Right now it feels like I am out of $75 and my parents will not get their Christmas gifts from their grandkids.

ATTENTION my Vanilla Visa gift card was used fraudulently three times in the amount of $470. Only after registering it with a representative at Vanill On 12/12 I registered my vanilla Visa gift card with a representative add vanilla, that evening my card was placed on hold because someone try to use it fraudulently at Bath and Body in the amount of $500. Bath and body never collected any funds, vanilla put the card on hold for the eight days. The funds were released on 12/20. After speaking to a representative when the funds were released I attempted to use it yet again only for it to be declined. The funds were fraudulently used again. this time at Louis and Vuitton for the amount of just under $500. I after speaking to the merchant Louis Vuitton explain to them that the card was mine and somebody else illegally and fraudulently used it cancelled the order and refunded my money back that same day. On 12/21 20 I called the card company while having a order ready for me to submit on the computer at the same exact time as the hold was lifted. I asked the representative to tell me the second the hold was lifted so I could submit my order , it took the representative a few minutes to tell me, once he did I hit submit for my order at the same time. My order was declined and yet my funds were stolen a third time. This time at BLT Auto and rim shop in New York. This Vanilla Visa gift card in the amount of $500 was sent to me by my mother-in-law to help me with Christmas for my family vanilla card company was not only not helpful I'm getting my money back or refunding me they were rude non-caring and even told me they were going to leave me on hold while I looked for a corporate number and waste my time, which they did. Now they are telling me there's an investigation I could not possibly get my money back and if I do it will be at least 90 days. I myself got the order number and tracking number from the auto and rim shop. I am now out $500 which has ruined my Christmas and it made me lose complete trust in these gift card companies. When you ask for a corporate number you are told there is no corporate number to reach. When you ask to speak to a supervisor, they are the supervisor. I was told there was nobody higher up. When I asked the name of the bank oh, I was told it was called vanilla. I was treated horribly after already being devastated over the theft of my money. This car company has offered no help or solution.

I submitted refund request in the amount of $338.55 with all requested documents & case no. for 9 Vanilla Visa Gift Box prepaid cards in December. Currently writing this complaint as I wait on hold for yet another call I am making to resolve this 4 month endeavor. Background: I submitted refund request in the amount of $338.55 with all requested documents & case no. (XXXXXXXX) for 9 Vanilla Visa Gift Box prepaid cards in December. I called and was advised to provide a formal email, with attachments to include a written letter with my signature, case number, and my personal information included to request the refund, copies of the receipts, and images of all of the cards (front and back). I promptly did so on 12/4 and submitted the email with all attachments to the email address the customer service person provided to me, ***@incomm.com. I did not receive any confirmation of receipt of this email until I followed up again via email to check on its status on 12/19, and received a reply on 12/20 stating, "Hello, Thank you for your documents. The gift card(s) was successfully replaced on 12/11. Please allow 7-14 business days to receive your replacement card through standard mail in a white envelope from InComm. The card(s) will arrive inactive and include instructions on how to activate the replacement card. Please activate the card prior to using it. If you have any questions or concerns, please contact Customer Service at X-XXX-XXX-XXXX to speak with a Customer Service Representative. Customer Service is open 24 hours a day, 7 days a week for your convenience. Best regards, Mariana Vanilla Customer Care Support" I called back and was put on hold multiple times for 20-25 minutes before the line dropped the call. I finally got in touch with another customer service person who asked me for all of the same information even though I provided my case number multiple times. I was asked to hold for "a couple of minutes" as she reviewed with her supervisor. AGAIN, I was on hold for another 20 minutes, twice in a row, only to be told again that the case was being reviewed and I should receive my refund (for which she stated the incorrect/far lower dollar amount than what I purchased them for!) within 7-14 business days and to follow up if I hadn't seen it. This trend continued both in January and in February. I have yet to receive any correspondence, follow up, or the refund I had been promised. As I write this review, I am on hold for the second time, and am nearing 26 minutes on hold without any contact with a representative. Coincidentally, the recording for the past few months has insisted on the odd situation of "unusually long wait times", only this time it cites the COVID issue. I find it interesting that the "unusually long wait times" during this unprecedented pandemic is equivalent to the service level I have received over the last 4 months. I just want my money back and I am at the end of my rope. Moving in on 30 minutes on hold now and not surprised...Customer Service Rep, "Nate" has just answered and I've had to repeat all of this information again even after I provided my case number. He has placed me back on hold as he discusses with his supervisor and "the back office". I do not understand why this all has to be drawn out like this for so long. And, TO NO SURPRISE, after 12 minutes on hold again, they disconnected the line.

I want my replacement card for $150 ASAP. I received this gift card as a Christmas gift and there was an unauthorized charge for $150 on the card. This card was a christmas gift to me from my dad and when I checked the balance, it said $150. On December 29, I tried to purchase a product that cost $5.38 at Walmart but the card kept declining. The instructions for the card says that when you first use it, you have to come up with your own pin. So, I kept trying to type a pin on the hypercom, but the card still declined. Since the card wouldn't work, I decided to use an alternative payment method and try again at another store. After doing some research on the vanilla visa gift cards, I found that you can run the card as credit and it'll work. So, the next day, December 30, I decided to try to use the card again at another grocery store to buy $1.00 water bottle but this time I tried to run the card as credit. However, the card still declined. So, I checked the card balance and this time it said $0 and a pending charge of $150 from a company called "3G ELEC." I didn't make this purchase so it's an unauthorized charge and I'm trying to dispute it. I told the merchant everything that happened but they said that I have to contact Vanilla to fix the issue. I contacted Vanilla Visa on December 30 and told them everything that happened and they sent me dispute forms via email that I needed to complete and send back to them at ***@incomm.com so that they can start the investigation. I completed the forms and sent them back at 9:41pm that same day. I received an email at 9:42pm that night from "Dispute Form Entry" saying that they received my dispute packet and that it was forwarded to the Dispute Department for review and investigation. They also informed me that it could take up to 90 days from the received date for complete resolution. This is crazy seeing as though this company has dealt with this SAME issue multiple times. I haven't received any updates on my case from them and it is now January 13. When I tried to call Vanilla's customer service number I couldn't get through to a representative because they deactivated my card and you need to type in your card info to get through to them. After looking at multiple complaints of the SAME issue on this website about Vanilla visa gift cards, I found that you can get through to a representative if you choose the option of "lost/stolen card." I did this and got through to a representative. I told them that I would like an update on my case. After giving them all the information they asked for, they said they hadn't received my dispute packet. I let them know that I did send it and told them the dates and the confirmation email I received from them to confirm that they did receive it. The representative then proceeds to put me on hold to talk to the "escalating team" (I'm not sure what they were called) to discuss everything I just told them. The representative gets back to me to tell me that they verified that they did receive my dispute packet but they can't give me an update until 48-72 hours... This is horrible business because I had to contact them for me to get any kind of update. I tried emailing them on January 6 for an update on my case but didn't receive an email back. This is what prompted me to contact them by phone. So, now I'm waiting until Saturday to contact them to see what's going on with my case... I really needed my $150 gift card to pay bills... I will definitely not purchase Vanilla Visa gift cards again because this is such an inconvenience.

I have a visa gift card that I can't use as advertised. 1 and 1/2 hours with customer service to be hung up on several times and given incorrect info. Our company always uses visa gift card for incentives. Pre-covid they were actually physical cards. They switched to ecards due to covid and working from home. The site says the cards can be used in store or online anywhere visa debit, debit mastercard, and discover are accepted. Fast forward and we can't use in person or online with our choice of merchant a $200 card we received 11/10. I called in to find out why it is being declined tonight (1/7) and after almost 2 hours have been cold transferred to "manager ques" that no one answers, told it is the card and need to call another number (not provided as the call dropped), told it is the company I'm paying even though we are getting a decline from the issuer message and even though they accept visa, and been treated down right disrespectfully. I was being transferred to a male supervisor and a Tammy answered about 10 minutes later. She could hear me until I asked if she was a supervisor. I called back, requested to be transferred again and was told Cathy was getting on the line but she didn't answer and I was thrown in another que for over 10 minutes. She sounded fine until I started my complaint and then she sounded like she was under water and dead air. Then right back into the que again. I have spoken to 8 people (supposed to be 9) and the call has been disconnected a 5th time after waiting an additional 15 minutes in the que and hung up on again. Everytime I have to call back in, explain the problem again to try to get to someone who can help and I am beyond frustrated and upset. I see a company that is acting beyond fraudulent during a global pandemic! They are offering ways to send money to people when you can't get out and about and can't always come in to work. The website is misleading and the "info" detailing it's uses isn't clear that it would be an issue and is located at the bottom as "more info" not important terms...not ecards have limited online use only. When pointing out the issues this company refuses to provide a physical card to be able to use your money sighting the terms were known when purchased (based on my investigation it is not clear and since I didn't purchase not known by me), will not "register" it to you, nor provide a link with a scanning code to use in store. They refuse to actually assist you in using your money and refuse to explain how you should shop when the card is declined because not enough and unable to split the purchase online. The email I received is not clear that it is online only and when you click on it there is a view and print as if you can physically use it. This is deplorable customer service and feels like an outright scam to steal money from people. I have to buy from someone I wouldn't to use it and figure out how to use the exact amount or lose it. This company should be ashamed at how they are treating people especially during Covid. We are struggling to make ends meet, sick with covid, have 7 mouths to feed and just want to buy our groceries or pay our bill with it and can't make it happen and it has been almost 2 months! Customer service does not care about the customers and spouts silly nonsense justifying some small print somewhere that is magically not in their about section on the main page. I want our $200 asap and they need to change their site immediately to state that egift cards are limited, online/phone only cards that are not accepted everywhere in the US that Visa, Mastercard, and Discover are. They need to be sending physical cards to anyone having an issue and not trying to steal people's hard earned money! Do they not charge enough in purchase fees that they do not need to steal the rest?!