| 04/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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BRIEF SUMMARY : A brand new Vanilla XXXX Gift Card ( prepaid card ) purchased at a XXXX grocery store was compromised with fraudulent purchases before being removed from its packaging. As instructed by Vanilla Card, I submitted the fraudulent charges to the merchant ( XXXX ) for review. XXXX agreed the charges were unauthorized and issued refunds for nearly all charges. However, only some of these refunds showed up on the prepaid card and {$390.00} of the refunds are still missing. XXXX has confirmed that the transaction was completed on their end, emails and details of which were all submitted to Vanilla with in the requested Dispute Packet. Vanilla has exceeded their stated 90 day review period for this dispute and are now not providing any updates about the case. They request I call at 72, 48, and 24 hour intervals, but no information is provided each time. Additionally, I had the card itself placed " On Hold '' with funds in the amount of {$68.00}, but now they have fully inactivated the card such that it is " Invalid '' on their website ( https : //balance.vanillagift.com/ ). It is unclear how those funds will be returned as well.
DETAILED SUMMARY : [ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : Vanilla XXXX was purchased at XXXX # XXXX and loaded with {$500.00}. The package was not opened.
[ XXXX. ] XX/XX/XXXX, XXXX, XXXX, XXXX ( XXXX ) : All unauthorized purchases occured on the card at the XXXX XXXX XXXX, leaving only {$0.00} remaining. The card was sealed inside the packaging during this time.
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : The package was opened for the first time and the first intended transaction failed due to low balance. I contacted Vanilla customer support right away by phone. They could not provide any information as to how the card was compromised inside the packaging. I was told to contact XXXX directly about the unauthorized charges, or to submit a dispute form to Vanilla that would take up to three months to review. With this information, I contacted XXXX XXXX both online and by phone, and followed instructions to file the first two ( 2 ) claims for unauthorized charges. As there were over a XXXX charges to process, multiple claims had to be submitted. XXXX informed me that any refunds would be returned to the same prepaid card number, which was included in the claim report.
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : XXXX XXXX confirmed refunds for both claims in the amount of {$330.00} ( I will refer to this as Batch # XXXX ) and {$65.00} ( Batch # XXXX ). I have email confirmations from XXXX for all transactions they completed regarding my claims ( which were later sent to Vanilla as well in a detailed report ). I contacted XXXX about the remaining unauthorized charges and they recommended that I submit more claims due to the volume of fraudulent charges from the card. They also informed me that the refunds could take up to 10 business days to return to the card depending on the financial institution. On this date I also moved the {$0.00} remaining prepaid card off of the card ( to my XXXX account ) in case the card was hit again.
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : I submitted three ( 3 ) additional claims to cover the remaining unauthorized charges as advised. Two of these claims were granted refunds ( Batch # XXXX and Batch # XXXX for {$75.00} total ). ( Of the almost {$500.00} in unauthorized charges, all charges were deemed unauthorized by XXXX except for a few totaling {$28.00} ; I did not file another claim for these as XXXX had already finished their review. ) [ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : Refunds from Batch # XXXX and # XXXX began to show up on the card. As funds began to reappear, I moved {$6.00} to my XXXX account out of concern for the compromised card. ( I later asked to place the card on hold to keep the funds secure while the process was ongoing, resulting in what is now a balance of {$68.00} on the card. ) However, the refunds for Batch # XXXX and Batch # XXXX still were not showing on the card. I contacted XXXX XXXX again to investigate, and they provided confirmation that the claims filed on XX/XX/XXXX were in fact completed, which included 79 transactions of {$390.00} in total. XXXX provided me with an additional confirmation email to provide to Vanilla. I then called Vanilla customer support regarding the missing # XXXX and was sent to the Vanilla accounts department. I was told to expect an email from the " back office '' within 3 business days regarding the missing refunds. However, I did not receive any email or update after 3 business days.
[ XXXX. ] XX/XX/XXXX and XXXX ( XXXX ) : I called Vanilla customer support again and was assigned Case # XXXX and the Dispute Packet to return via email as an email reply. This instruction was incorrect, and I had to resend the Dispute Packet one month later upon receiving no further contact from Vanilla.
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : I discovered my form had been sent to an unmonitored inbox and properly submitted the Dispute Packet to the correct Dispute Resolution Team email stated on the packet ( XXXX ), later confirmed by Vanilla as the correct email address. I included all supporting documentation and email confirmations from XXXX XXXX in the packet. On the same date, I received an email confirmation from the Dispute Resolution Team stating, in part, the following : " Your dispute packet has been received and forwarded to the Dispute Department for review and investigation. Please be advised that disputes are worked in the order they are received. You should expect complete resolution within 90 days from received date, however, most are resolved before then. If additional information is needed, you will be contacted via email. '' [ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : I called Vanilla customer support, who told me to wait as the dispute team still had time within the 90 days to complete their review.
[ XXXX ]. XX/XX/XXXX ( XX/XX/XXXX ) : I called Vanilla customer support, who acknowledged that the 90 day period was reached. Customer Support contacted the dispute team after asking several times to confirm the case number, email submission date, and submission confirmation date ; it appeared as though the dispute team had not initiated any course of action on the case. I was told to wait an additional 48-72 hours and to call for the conclusion. Per their suggestion, I also emailed the dispute team, but I have not recieved any reply ( as of today, XX/XX/XXXX ).
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : I called Vanilla customer support past the 72 hour deadline they provided. The exact same conversation occured with verification that I sent the dispute form on XX/XX/XXXX, revealing that again, no work had been done on the case. I was told to again wait an additional 48 hours. Customer support acknowledged that it was past the time window allotted. On this date, I also clarified as to why I could no longer check the card balance online. They stated they inactivated the account because the card was compromised, but that the balance ( {$68.00} ) was still secure on the card.
[ XXXX. ] XX/XX/XXXX ( XX/XX/XXXX ) : After an another 48 hours, I called Vanilla customer support. Once more, the same conversation ensued, and again I was asked to wait. I became clear that the dispute team had not begun any review, and when asked how long this process was supposed to take, customer support continued to refer to the 90 day review period despite it now being well over 90 days. I asked if they could provide me further instructions via email so that I could keep a record, and they said they were unable to send me any emails. They also said I could email the dispute team ; I told them I never recieved any reply, and they did not provide any further assistance. I asked once more if they indeed had my dispute packet and all notations by customer support from each time I called in, and they said yes to both.
As Vanilla card has surpassed their stated 90 day review period for this dispute, no updates or documentation has been provided, and because the {$390.00} in missing refunds from XXXX has not been returned, I am submitting this complaint to the CFPB. Further documentation of emails and transactions mentioned in this complaint are available and have already been provided to Vanilla. I have attached to this complaint the Dispute Packet in its entirety that was successfully submitted to Vanilla on XX/XX/XXXX, which includes the emails from XXXX, all card transactions, and the remaining balance held on the card. I have also attached the confirmation email on XX/XX/XXXX from Vanilla stating that the Dispute Resolution Team received my packet ( my name redacted ).
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| 03/25/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/XXXX I noticed that my account was completely drained of thousands of dollars somehow, and when I looked I noticed several UN-AUTHORIZED charges attempting to be placed on my account all going to some company in the XXXX named ( XXXX ) that I have never even heard of ever in life before I noticed the dozens of UNAUTHORIZED charges attempting to be placed on my account equaling {$2600.00} or more all together, at which time I notified my bank ( XXXX who is a subset of Visa under XXXX XXXX and incomm financial services ... That ALL of those transactions are completely 100 % UN-AUTHORIZED well before any of the charges were even processed yet! I notified my bank that I would like to stop these charges asap before they are actually taken from my account at which time the XXXX representative informed me that I would have to wait 48 hours for the funds to be fixed in my account, which after the 48 hours I was told something completely different, as the XXXX reps informed me that I would have to file a dispute and wait UP TO 3 MONTHS FOR ANY DETERMINATION AT ALL FROM MY XXXX SO THAT THEY " HAVE TIME TO INVESTIGATE THE SITUATION '', WHICH ONLY TOOK ME 30 SECONDS TO RESEARCH AND SEE THAT THIS COMPANY " XXXX HAS HAD AN ISSUE WITH DOZENS OF PEOPLE COMPLAINING ABOUT SEVERAL DOZENS OF UNAUTHORIZED CHARGES BEING PLACED ON PEOPLE 'S ACCOUNTS BY XXXX, XXXX ONLY THAT, BUT I HAVE ALSO BEEN ABLE TO CONTACT THE COMPANY " XXXX '' AND EXPLAIN THE SITUATION TO THEM SO THAT THEY COULD BLACKLIST MY ACCOUNT SO THAT IT COULD NEVER BE USED WITH THE COMPANY IN THE FUTURE AND HAD THE XXXX XXXX TELL ME THAT MY BANK SHOULD HAVE NO PROBLEM RETURNING MY MONEY IN A TIMELY MANNER AS XXXX IS NOT DENYING THAT THESE CHARGES WERE VERY OBVIOUSLY UNAUTHORIZED AS THERE WERE MORE THAN 100 CHARGES, SOME FOR MORE THAN {$100.00} EACH, ALL PLACED ON MY ACCOUNT, IN ONLY ONE DAY, TO A FOOD DELIVERY SERVICE THAT IS NOT EVEN IN THE SAME COUNTRY AS ME!!!!
XXXX DID INFORM ME SEVERAL TIMES STARTING ON XX/XX/XXXX, THAT XXXX WOULD CONTACTED ME VIA EMAIL AT LEAST 1 TIME WITHIN 10 BUSINESS DAYS TO HAVE SOME SORT OF DETERMINATION OR ANSWERS AS FAR AS TO WEATHER OR NOT MY BANK COULD CORRECT THIS SITUATION, WHICH NEITHER XXXX, NOR VISA, NOR XXXX XXXX, NOR INCOMM FINANCIAL SERVICES HAS CONTACTED ME IN ANYWAY ABOUT THE THOUSANDS OF DOLLARS THAT ARE MISSING FROM MY ACCOUNT!!!!
I DID HAVE THE BANK REISSUE ME A NEW CARD, AND SEND IT TO ME A WEEK LATER, AT WHICH TIME I ACTIVATED THE CARD AND HAD AN ADDITIONAL {$6500.00} PUT ONTO THE CARD, AND I HAD TO RETURN A XXXX CAMERA TO XXXX XXXX WHICH WAS PURCHASED ALONG WITH 3 OTHER ITEMS ON THE ORIGINAL CARD, AND RETURNED AND REFUNDED ON THE NEW CARD, AND MYVANILLA COMPLETELY LOCKED MY ACCOUNT IMMEDIATELY AFTER THE REFUND INFO WENT TO MY CARD, AND IS NOW PREVENTING ME FROM ACCESSING ANY OF THE MONEY ON MY ACCOUNT WHICH IS OVER $ XXXX, BECAUSE THE REFUND AMOUNT WAS LESS THAN THE PURCHASE AMOUNT, WHICH MAKES COMPLETE SENSE AS I ORIGINALLY PURCHASES 4 ITEMS, AND ONLY RETURNED 1 OF THOSE 4 ITEMS, ... SO THE RETURN AMOUNT WOULD CLEARLY BE LESS THAN THE PURCHASE AMOUNT!!!!! XXXX INFORMED ME THAT I WOULD NEED TO OBTAIN AND SEND THE PURCHASE RECEIPT AS WELL AS THE REFUND RECEIPT TO INCOMM SERVICES INC. AND WAIT 5 DAYS TO EVEN HAVE A RESPONSE FROM THEM, FOR A SITUATION THAT COULD VERY EASILY BE FIGURED OUT AND CORRECTED, AS I COULD HAVE BEEN GIVEN A FAX NUMBER OR EMAIL ADDRESS OF A REPRESENTATIVE THAT COULD HAVE EASILY SEEN WHY THE REFUND AMOUNT WAS LESS THAN THE PURCHASE AMOUNT, AND HAVE THE ISSUE CORRECTED THAT VERY SAME DAY!!!!
XXXX HAS NOT CORRECTED THE ORIGINAL ISSUE FROM XX/XX/XXXX WHEN I NOTICED OVER 100 UNAUTHORIZED CHARGES GOING TO XXXX, NOR HAS THE COMPANY EVEN CONTACTED ME EVEN ONCE YET, AFTER MORE THAN 14 DAYS!!!! THIS WAS AFTER I WAS 100 % GUARANTEED BY AT LEAST 6 - 12 SEPARATE XXXX REPS ... THAT I WOULD BE CONTACTED WITHIN 10 DAYS!!!!
THESE 4 COMPANIES .... " XXXX, - XXXX, - XXXX BANK, AND - XXXX XXXX XXXX XXXX, HAS ALLOWED WELL OVER XXXX UNAUTHORIZED TRANSACTIONS TO NOT ONLY BE PLACED ON MY ACCOUNT FROM A FOOD DELIVERY SERVICE THAT IS LOCATED IN A COMPLETELY DIFFERENT COUNTRY, BUT XXXX ALSO ALLOWED THOSE CHARGES TO BE COMPLETELY PROCESSED A FULL 2 DAYS AFTER I NOTIFIED XXXX OF THE ISSUES, AND ALLOWED THIS COMPANY TO DRAIN MY ACCOUNT FOR THOUSANDS OF DOLLARS!!! EVEN THOUGH THIS COMPANY " XXXX XXXX '' IS KNOWN TO HAVE HAD THESE ISSUES WITH UNAUTHORIZED CHARGES GOING ON PEOPLE 'S ACCOUNTS FOR OVER 5 YEARS NOW!!!!!!!! NOT ONLY HAS XXXX ALLOWED THIS TO HAPPEN, BUT XXXX HAS NOT EVEN KEPT THE GUARANTEE OF CONTACTING ME WITHIN 10 DAYS!!!!! THEN XXXX LOCKS MY ACCOUNT AFTER I RECEIVED MY REPLACEMENT CARD AND HAD ANOTHER {$6500.00} DEPOSITED INTO THE CARD, DUE TO NOTHING MORE THAN ME RETURNING ONE OF FOUR ITEMS I PURCHASED A WEEK OR TWO EARLIER ... BECAUSE THE REFUND AMOUNT WAS APPROXIMATELY {$5.00} LESS THAN THE PURCHASE AMOUNT, BECAUSE WE ONLY RETURNED 1 OF 4 ITEMS ON THAT PURCHASE!!! THE XXXX REP TOLD ME THAT SHE COULD EVEN SEE IN THE BILLING THAT I BOUGHT 4 SEPARATE ITEMS INCLUDING A XXXX ... AND THAT THEY COULD SEE THAT I ONLY RETURNED THE 1 ITEMS WHICH WAS THE XXXX CAMERA!!!! YET THE COMPANY WANTS TO NOT ONLY GIVE ME THE RUN AROUND ... BUT THEN DOES NOT EVEN CONTACT ME BACK BY THE DEADLINES!!!!!
THE COMPANY HAS ALLOWED BETWEEN $ XXXX and $ XXXX IN UN-AUTHORIZED CHARGES TO BE TAKEN FROM MY ACCOUNT IN JUST ONE DAY ... COMPLETELY DRAINING MY ACCOUNT A FULL 2 DAYS AFTER I NOTIFIED MY BANK OF THE ISSUE, AND HAS NOT EVEN CONTACTED ME BACK IN ANYWAY AFTER 14 DAYS OF WAITING SO FAR, AND THEN HAS LOCKED MY NEW CARD AFTER I PUT MORE THAN $ XXXX OF NEW MONEY ON THE ACCOUNT, BECAUSE OF A TINY ISSUE THAT IS VERY SIMPLISTIC TO UNDERSTAND AND CORRECT!!!! I EVEN SENT INCOMM FINANCIAL SERVICES THE COPIES OF THE PURCHASE RECEIPT AS WELL AS THE REFUND RECEIPT, AND HAVE EVEN INCLUDED THE ORIGINAL PAPER RECEIPT AS WELL ALL ON THE SAME DAY IT WAS REQUESTED, AND ME AND MY FAMILY HAVE HAD TO GO MORE THAN HALF OF A MONTH STRAIGHT WITHOUT HAVING ANY ACCESS TO ANY OF OUR FUNDS AT ALL DUE TO THESE 2 ISSUES!!!! MY FAMILY NOW HAS SEVERAL NEW CHARGES AND FEES THAT ARE BEING CAUSED DUE TO US NOT BEING ABLE TO ACCESS ANY OF OUR MONEY THAT IS NEEDED ON A DAY TO DAY BASIS, TO SURVIVE AND PAY BILLS ETC!!! I DO NOT KNOW IF THERE WOULD BE A WAY TO START A LAWSUIT OR PROCESS FOR US TO HAVE THE ABILITY TO TRY TO RECOUPE ANY EXTRA EXPENSES THAT ARE BEING CAUSED TO US BY THESE SITUATIONS, SUCH AS BEING UNABLE TO PAY OUR BILLS ON TIME DUE TO ME AND MY FAMILY NOT HAVING ACCESS TO ANY OF OUR FUNDS : ( THE APPROXIMATELY ... " {$10000.00} US ''!!!!!!! ) IT SEEMS LIKE THIS COMPANY JUST DOES WHATEVER THEY WANT TO, AS THEY NOT ONLY ALLOWED THIS TO HAPPEN TO US, BUT THEY HAVE NOT EVEN CONTACTED ME IN ANYWAY AT ALL AFTER BEING TOLD THAT I WOULD BE CONTACTED WITHIN 10 BUSINESS DAYS FOR 100 %, ... AND IT HAS BEEN 14 DAYS ALREADY!!!! I HAVE COPIES OF THE ORIGINAL RECEIPT AS WELL AS RETURN RECEIPT IF IT IS NEEDED BY ANYONE ELSE AS WELL!!!!
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| 10/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Servicemember |
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On XX/XX/2023, I purchased a Vanilla Visa Gift Card from XXXXXXXX XXXX in XXXX, NC and placed a value of {$65.00} on the card upon purchase. I gave the card to a friend in my presence, and when he opened it, there was only card stock inside with a photocopied image of the back of a card, but no front and no visa number. Therefore, the card can not be used because the Visa number information is completely missing.
Our first step was that within 12 hours my friend returned to the XXXX with everything ; the gift card receipt showing the value, the packaging and the card stock that was inside instead of the Visa card. My friend was told by a manager that they needed to bring the long form of the receipt back in. ( Im not sure why because all the needed information was on the gift receipt. ) This XXXX was XXXX min away from where I was staying. So before I drove back I decided that we would call the XXXX number for Vanilla Visa .
Vanilla Visa was incredibly difficult to get a person on the phone. You are given options on the automated line to push a number if you are having a specific problem. None of the options matched my issue, but I tried to push a number to at least get started. But in every case I had to enter the Visa number of the card I had purchased. The problem, of course, was that there was no card number on the product I purchased. When I was unable to give a number, the call would disconnect me. I tried several times with always the call being disconnected because I could not enter a Visa card number. There was no option to push a number if you do not have a Visa card number.
I went online then and looked on the get human website. The number given is the same, but if you scroll to the bottom there were 2 other numbers given. I tried one of them and reached a representative after a very long time of being on hold. The representative was able to verify that the card indeed had XXXX on it, so, he said, the money was safe. But he told me that if I started this process, it would go to their research department and it would be at minimum 30 days before I would have any resolution. I am sure this is told to customers to encourage people to try to resolve it at the store where it was purchased, and that is exactly what I said I would do. It seemed to me ridiculous that I would not have any information or chance at this process being looked at before a month was passed. And since we had been told to bring the long form of the receipt into XXXX, I hoped it would be resolved more quickly there.
So I drove XXXX min each way to return to the XXXX with the long version of my receipt. We brought all the packaging and gift receipts as well. This time the manager said that I would have to contact corporate because she could not help us. She was very dismissive and seemed not to care that a customer came in and purchased a fraudulent item. She made no effort to connect with us or show that she even wanted to help. ( This was at store number XXXX, XXXX XXXX in XXXX, NC. The managers name was XXXX. I did not feel that she was horrible- just dismissive and uninterested in our situation, despite the fact that she had told us to bring the long form in, and I told her that I drove XXXX minutes to do as she requested. ) I then called the XXXX corporate number that same day. They said someone would call me back within 24 hours. Four or five business days later, I called *them* back since I had heard nothing. This time I was told it was sent to the research department and someone would call me within 7 days from when that department got the information. The information had reached the department just the day before my call, so about 3 business days from when I originally called. I asked if there was anyway this could be expedited because I was flying back home within the week and I do not live near any XXXX stores. There was nothing this person could do, she said it was out of her control.
( My case number was XXXX ) Finally I got a voicemail from XXXX. This call sounded as if the person was inside a bathroom on speaker mode and so it was echoing terribly and difficult to understand. The message was, however, simply that I needed to call the Visa Giftcard company and deal with this through them. I have no idea why it took so many days only to be told that they would not help. There was no apology that I was having this experience or any efforts at making sure the customer ( me ) understood the process and why in the end it was decided that they could not help.
So now I must begin the process again with Vanilla Visa, knowing that I will have difficulty reaching the company, will be on long holds, and more than a month to wait for them to resolve this issue.
So, I am lodging this complaint first and foremost with Vanilla Gift Card. They make it extremely difficult to find customer service and attempt to discourage you from using their services to resolve the issue. Im dreading entering this process again, which is exactly what I think they hope people will do. They likely hope they will get customers to not follow up because it is so difficult on the consumer and takes so much time.
I also feel that this was handled poorly by XXXX. They could have handled this much more professionally. It should not take more than two weeks to tell a customer that they will not be helped.
I have spent hours on trying to resolve this and I am apparently no closer to this being resolved than I was 12 hours after our purchase.
Thank you for having a place for consumers to express poor service.
|
| 09/17/2020 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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I received as a gift a " do It Yourself Home Improvement '' gift card on two occasions and activated them on XX/XX/XXXX and XX/XX/XXXX respectively. The original card numbers were : XXXX ( XX/XX/XXXX ) and xxxxxxxxxxx XXXX ( XX/XX/XXXX ).
I used the first card on two occasions : on XX/XX/XXXX for {$5.00} and on XX/XX/XXXX for XXXX After making the two purchases on the first card there was a balance of {$6.00}.
Both purchases were made at XXXX XXXX store # XXXX in XXXX CT.
I never used the second card which had an initial value of {$25.00} I put the cards in my wallet and apparently forgot about them. I found them in XXXX, XXXX, one month after the " valid through '' date ( XX/XX/XXXX ) '' expired.
I called the number on the back of the cards ( XXXX ), told them about the situation and they cancelled the initial cards and issued two new cards each having the balancing remaining on the original cards ( {$6.00} and {$25.00} ). I received the two new cards and activated both of them. I went on to the website on the back of the cards to verify the amounts on the cards and that they were active. The new set of cards have account numbers ending in XXXX ( {$6.00} ) and XXXX ( {$25.00} ). Note that on both the cards and on their website, they say " card funds never expire ''.
I went to my local XXXX XXXX XXXX ( # XXXX in XXXX CT ) and attempted to purchase items that would take me close to the remaining balance on each card ( including tax ). Both cards were declined.
I called the number on the back of the new cards ( same as old number above ) and complained the the new cards were declined by Home depot, both at the local store as well as online. They said they had received no transactions indicating they were declined, but that they were still active and the balances were unchanged.
I spent almost an hour with a customer card person at XXXX XXXX and she could not find any reason why the cards were not being accepted ( e.g., XXXX XXXX had some directive to no longer accept these cards ). The XXXX XXXX person even attempted to make a purchase using one of my cards and the card was declined again.
I went back to the card issuer via their phone number and after discussions, they issued me ( AGAIN ) two new cards with same balances the previous cards had. When I received them via US Mail, I immediately activated them and went to my local Home Depot to purchase an item, again under the amount of the remaining balance including tax, and again the card was declined. These latest two cards have account numbers ending in XXXX ( {$6.00} ) and XXXX ( {$25.00} ). I went home and tried XXXX XXXX online and the card was again declined. I also got onto XXXX XXXX XXXX website and tried to purchase something there. Again, it was declined.
Two different stores declined the cards, two via online and on two separate occasions in person at the XXXX XXXX store.
The company servicing the cards is InComm Financial Services located in XXXX, GA.
These cards both have the " XXXX '' logo on them. I spoke to the " XXXX '' Gift Card section and they have no record of the original two cards ( one of which worked originally ). They apparently sold their network ( of stores who accept XXXX cards ) to whoever purchased those rights. XXXX did not recognize InComm Financial Services company but they did recognize the card issuer : " The XXXX XXXX ''. The phone number for XXXX XXXX given to me by the XXXX Gift Card section of their customer service is the same number as on the back of the gift cards ... the phone number mentioned above ( XXXX ) ... which implies XXXX XXXX and InComm Financial Services are either closely related or the same company.
As of today ( XX/XX/XXXX ) I called the above phone number and requested a refund. To do that, they require : 1. the original receipts for the two gift cards ( purchased 5 years ago by a relative who gave me the cards ( remember they said the funds never expire ) 2. the most recent cards cut in half 3. A hand written request for a refund The case number given to me for this refund request is : XXXX, opened on XX/XX/XXXX.
The first thing the customer care rep did after opening the case, was to put both cards on hold. That means If I go to the web site to see the cards and balances, I can not.
Without the original receipts they will not process the refund request. I will try and get these from my relative, but doubt she will have them since they would be 5 years old.
I have exhausted all my own resources in getting usable cards or a refund and I am now contacting CFPB. I have also contacted XXXX XXXX, one of my Senators, who gave me your website to open a complaint, as well as emailed XXXX XXXX, my Congressional Representative. Please resolve this for me. I have to assume I am not the only person having this difficulty.
Thanks, XXXX
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| 09/01/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
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|
Web |
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On XX/XX/2023 at XXXXXXXX XXXX I purchased a " Vanilla '' prepaid visa gift card at the XXXX XXXX located at this address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX I loaded {$190.00} onto the card. I paid a {$5.00} activation fee. The total cost of the card was {$200.00}.
When I opened the packaging, I noticed several numbers on the front of the card and the expiration date had been scrapped off. This is despite the fact that the packaging was perfectly and completely sealed ( I'm aware of scams regarding these types of cards and am very careful about selecting a card off the rack. ) The next day I returned to the same XXXX XXXX location with my receipt and asked for a refund. They informed me that they do not issue refunds for prepaid cards as part of their policy and that my only recourse was to work directly with the issuer of the card.
I called the number on the back of the card and listened to the automated options. None of the options had anything to do with damaged cards. The only option that sounded like it would actually get me a person on the phone to talk with was the " lost or stolen card '' option, so I selected that. Within XXXX seconds I was on the phone with someone named " XXXX. '' I told XXXX the situation and he asked for the serial number on the back of the card. I gave it to him. He confirmed to me that {$190.00} was still loaded onto the card and that he would place a hold on the card. He asked me to take a picture of my driver 's license, my receipt ( front and back ), and the card itself ( front and back ) and email it to : XXXX with the subject line of the email being my case ID, which he provided me with. He said they would look at the information in my email and make a determination within 30 days and that if they judged in my favor I would be sent a replacement card in the mail.
I did some digging online and found out that this has been an increasingly common occurrence in the past year. At first, I thought it was a scam involving someone coming into the store and meddling with the cards. But when realized that despite the front numbers being scratched off, the funds were loaded onto the card ( as confirmed via the serial number on the back -- which was not scratched ) it didn't make sense that some third party would go to the lengths to do this. And even if they wanted to, the classic scam usually involves taping or gluing another serial number over the original serial number so that the customer unwittingly loads someone else 's card. Such was not the case here. The packaging on my card was not tampered with. My funds were not stolen. They are still on the card. What happened here was a manufacturer defect in the production of the card. But it wasn't simply a case of low ink, there is some sort of white scuff mark ( extra material ) that is over the card itself where the numbers should be.
I don't know for sure, but it sure would be a great scam if the company were doing this intentionally with a certain number of cards. Most people don't immediately open the cards. They purchase them for a friend or family member well in advance of a birthday or other special occasion. Then the recipient may not open the card for weeks or months. By the time the recipient opens the packaging and discovers the scuffs and lack of numbers, they have no recourse. They can call the number on the back of the card, but they're required to have the receipt. The problem is that the vast majority of consumers will not have the receipt. Even if they were to reach out to the person who bought them the card -- if it's been weeks or months the chances are slim to none that that person ( the original purchaser ) will have the receipt. Based on the number of complaints I've seen in the past year that exactly mirror my experience, it would not surprise me if hundreds of thousands or millions of dollars go unclaimed ( because many people won't even bother ) or unrestored ( because of those who do -- many will not have the receipt. ) It's very difficult to ascribe intent, but there is definitely a pattern here. And Incomm ( the parent company of Vanilla ) stands to gain millions of dollars due to these " errors. '' I count myself lucky that I held on to the receipt. Many are not so lucky. And most probably don't even bother doing anything once they're told they need a receipt. This has now taken about an hour and a half of my time and I'm more organized and assertive than most. What if it were a teenager who got this as a gift? Or an old person? Or someone who doesn't speak English? How would they have jumped through all the hoops I did? Especially without a receipt?
|
| 09/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
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Web |
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On the XXXX XXXX XXXX XXXX i had purchased a {$200.00} gift card from XXXX which i would buy 3 of them every month for my car note payment which my car was {$590.00}. I would purchase them and put them in my safe until my car note would be due which on XX/XX/XXXX I woke up and called the financing company to pay my car note which i have video surveillance in every room accept bath room so this entire event is saved but when i reached my financing company i opened the first {$200.00} Prepaid visa and provided the numbers to my lender and it would not go through after several attempts i sat the card to the side and opened the remaining 2 {$200.00} visa gift cards which went through with no problem so we went back to the first one and tried again and still wouldn't clear so i called the number on the back of the card to check the balance and it said XXXX dollars at that time i needed answers because i had the receipt so and the card had not been opened so i requested to talk with an agent and when i explained she took the card information and checked its transaction history and that's when she told me that the card has been spent at a XXXX in XXXX which i said impossible because i have the card in my possession and had just opened the package it came in and she verified the money on the card was spent at a XXXX in XXXX which i explained to her i purchased the card at A XXXX in XXXX XXXX So long story short she told me to file a dispute which of course i did and they told me it would take up to 90 days to complete which i felt was way to long because all they had to do is get the video footage from the XXXX is was spent and see who it was which i felt had to be a XXXX employer. So they made me waid exactly 90 days to deny my dispute for the reason i had the card in my possession which i told them i had the card in my possession the very first phone call about the not having the {$200.00} and i also said i had it on the dispute form which they worded the decision as if i had something to do with the money being spent which i did not and i also told them i have the event recorded and that they need to give me back ny {$200.00} and to apply better security on their prepaid cards so they basically did not care about me losing {$200.00} purchasing their product which it says if card is lost or stolen they would replace the card with what ever balance that was on the card when it was lost or stolen. So i was just supposed to be out of {$200.00} and late on my car note which is exactly what happened. So i happened to go to XXXX a couple weeks ago and the manager remembers me because i went to them as well trying to recover my {$200.00} but i did not recover the {$200.00}. the Manager had brought up that incident by asking me if Visa gift card reimbursed me because they had so many other consumers that had experienced the same transaction that they had done an investigation and found out that there was a group of individuals that would go into XXXX and steal all the prepaid visa and open them and write the numbers down the reseal them and put them back on the shelf so when a consumer goes to purchase the card someone would check to see if the card has been activated which once you purchase it immediately become activated so they would hurry and swipe the money off of the card before the actual buyer and owner of the card even makes it home like in my case the visa representative that i spoke to told me that the card had already been activated and spent the day before i went to use it to pay my car note. So visa gift card had a number to call if you had been a victim of this Visa situation and refunded all of those that called well i did not even hear about it until after the fact which Visa should have reached out to me through the email we had been communicating the dispute because they know i was a victim of the visa gift card theft and they need to give me {$200.00} which is only what they was supposed to do from the Dispute i filed rather than trying to hold me liable for their lack of security features that gave individuals away to even be able to do what they did which Visa has upgraded the security features now making it impossible for that to happen and also if someone does happen to they will shut the entire batch the card came from down. And also the denial was totally invalid because they was informed by me that i had the card in my possession. And they said they cant file a dispute when the card was present but they did for many other consumers and awarded them im entitled for the same award my full {$200.00}
|
| 02/23/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
On XX/XX/2022 I was a victim of an online scam. I attempted to sell my cell phone device through XXXX XXXX, and unfortunately I got a scammer as a buyer. I got several emails from an impersonator pretending to represent XXXX XXXX. These scammers actually made it seem as if I had gotten paid correctly for the cell phone device I was selling and to make a long story short, I was persuaded into buying a Vanilla Visa Card for XXXX dlls in order to upgrade my regular XXXX XXXX account into a business account, in order to get the payout of the sale of the cell phone device. I spoke to XXXX XXXX, and they told me there is no such a thing as having to send anywhere a Vanilla Visa gift card anywhere in order to upgrade a regular XXXX XXXX account to a business account. To make matters worst, I found out there was no payment made to me whatsoever to my XXXX XXXX account. At that point is when I realized I had been scammed with XXXX dlls.
I had even shipped the cell phone device already to the scammer. That same evening, I want to my local police station to file a police report for Fraud and Theft. With the help of the XXXX, they intercepted the package and I was able to get the cell phone device back.
On XX/XX/2022, I called your company, Vanilla Visa Gift card, and I was advised I was going to receive some forms I needed to fill out, and to send them back to you via email. Immediately upon sending you back the forms, as you had requested, I received the following automated email : Dear XXXX XXXX This email is to confirm that we have received your verbal notification of your claim.
We will begin the investigation once you provide the completed case form.
For your convenience, we have attached this form that should be completed and returned to us immediately.
You may send the case form to us by Email to XXXX XXXX Mail to : XXXX, XXXX.
Attn : Disputes Department XXXX XXXX XXXX XXXX, GA XXXX Sincerely, Disputes Department XXXX XXXX XXXX XXXX, GA XXXX Fax : XXXX Email : XXXX I called back your company the following day to ask if you had received my forms, and you said you did not receive them. Apparently, you provided the wrong case number to me and according to your representative, that was the reason why you did not receive the my email, since I had put on the subject line the wrong case number, which your own representative had provided.
On XX/XX/2022 I sent you the signed forms again, this time with the correct case number. Case number # XXXX. I even sent you a copy of my ID, a copy of the unofficial police report ( since I didn't have the official police report yet ), a copy of the sales receipt from the store where I purchases the gift card, and a copy of the actual Vanilla Visa gift card as well. You never requested those extra documents, which seems very strange to me, but I sent them to you anyway, in order to help your investigation.
I call your customer service department every week to see if you have any updates on my case, and they are never able to help me, or to give me any information at all. Every time I call, the representatives sound so robotic and they ask me if had sent you the signed forms already, and I tell them I have sent you the forms 4 TIMES!!!! The representatives do not even bother to ask me any more questions. I have offered many times to send you a copy of the official police report, and they never know what to answer.
I know you probably can care less what happens to your customers, but part of your job is to resolve situations, such as this one. I need you to do what is right, and treat your customers fairly. You need to take into consideration your hold time on the customer service queue. YOUR TIME IS AS VALUABLE AS MINE. We all have responsibilities, jobs, families, and it is not right to be on hold for over 30 minutes, just to get to a representative to robotically tell me she/he doesn't know anything about my case, when it has been OVER A MONTH I sent you the required signed forms by your company.
Please do the right thing and keep your promises to your customers. If you promise you are going to follow up via email, than do so. XXXX is a very serious company and all consumers have the right to dispute a fraudulent charge, with a zero liability. So, just as you are so eager to sell your Vanilla Visa gift cards, please be as eager as to the the right thing and respond to your customers ' issues in a timely manner. Make your customer service representative accountable for their mistakes and fix them in a timely manner.
|
| 12/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I had a XXXX XXXX XXXX and an unauthorized transaction was made in the amount of {$1600.00} on XX/XX/XXXX. I called the number on the card to inform them. They told me I had to wait until this transaction was posted there was nothing that could be done while the transaction was pending.
I contacted them again on XX/XX/XXXX after the transaction was posted. I was asked to fill out and return a dispute packet. I did so and emailed it to them. I received an email saying they received the dispute packet.
I was told by the person answering the phone number on the card that they were working on the case and that I must wait 45 to 90 days for a resolution. InComm would contact me.
During that 90 days, I called the same number 12 times but could get no information except they were working on it and to wait 90 days. I repeatedly asked to speak with a supervisor but was never allowed to.
I emailed XXXX on XX/XX/XXXX trying to get some help. I got a confirmation email saying they got my email and forwarded it to the Dispute Department. It said ; Your e-mail has been received and forwarded to the Dispute Department for review and investigation. Please be advised that disputes are worked in the order they are received. You should expect complete resolution within 90 days from received date, however, most are resolved before then. If additional information is needed, you will be contacted via email.
I have received no communication from InComm, their dispute department, or anyone from their company. Any subsequent calls from me were met with the " wait 90 days, it will be resolved in 90 days, nothing we can do for 90 days '' I was told even if they resolved it before 90 days, they would do nothing until the 90-day timeframe expired.
I waited 90 days and still have not been contacted by them AT ALL. I called again after the 90 wait and was told to just wait until they contact me. They still have never contacted me.
I asked for any findings or documents telling me how the investigation was progressing but they told me NO just wait for someone to contact me.
I informed the company that issued me the XXXX XXXX about the unauthorized transaction immediately and have been in contact with them for the entire 90 days. I asked them to contact InComm since I was getting no response. They told me that XXXX XXXX XXXX told them they were reversing the transaction and would give me back the money but it may take a few weeks. This still should have been completed well within 90 days.
I have contacted the merchant 4 times and they assure me the card was not used with them and that I don't even have an account with them.
I received the Reward Card through regular snail mail directly from InComm. At no time was the card out of my possession and nobody had access to the card but me, InComm, and XXXX ( the company who I got the card from ) There is no way to activate a XXXX XXXX XXXX without giving the card number, the expiration date, the CVV number, and the activation code ( last 4 digits of my phone number ) I believe this gives access to the card to people who would steal money.
I have contacted everyone I can think of who may possibly help me. The XXXX told me they contacted InComm but received no response from the company so they could do nothing but close the complaint as they can't force a reply.
This all happened right after I was laid off of my 17-year job and I was going to use the money to pay bills while searching for employment. InComm has not even contacted me once. Their Customer Support is of absolutely no help and the only information they would give me was to wait 90 days for a resolution. I recently secured employment but haven't gotten my first check. This {$1600.00} would have made a hugely stressful time easier to manage but it hasn't happened. I have since found hundreds and hundreds of complaints about this exact scenario happing with other people who never got a resolution.
Is there anything you can do to help me? I can not afford to just lose {$1600.00}. As a single Mom, I can not give up and let them cheat me out of money. InComm could have stopped this fraud before it was ever paid. I informed them of the fraud while the transaction was pending and they should have stopped it right then.
I would sincerely appreciate any help you can be in resolving this matter.
Thank you for your time.
|
| 08/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I submitted complaint XXXX : " For XXXX, I received a Vanilla Visa Gift Card from my dad. As a broke college student, I decided to wait until an emergency to use my card for food and toiletries. I opened the card months after receiving it and immediately saw two issues. When I opened the cardholder, the card was STUCK in the package. There was a piece of glue/adhesive from the manufacturer that glued the card and paper package so tight that it ripped some of the card patterns off. I had to rip the package off of the card in order to get the card out of the package. Once I got the card out, I noticed that the card was missing the last 4 digits of the 16-digit card code. Even where the pattern was ripped off the card, there are no digits near the rip, the last 4 digits are just missing. I figured that it was no big deal since the CVV on the back had not been tampered with and thought that I could still use the card for physical purchases. When I went to XXXX to purchase some necessities, my card was promptly declined. I was unable to set up a pin since I did not have all 16 digits. I searched online for the default pins and every single one was a failure. Embarrassed, I had to put everything back and immediately I spoke to my father to get advice on the situation and he did not know what to do. I asked him how much money was put on the card, he told me he did not know since he deposited the change from XXXX shopping. I asked him for an estimate he said " Maybe XXXX? '' and I asked him if he could take the card back to the merchant and get a refund. He informed me that he no longer had the receipt since the purchase was months before our phone call. I decided it would be best to call Vanilla 's customer. I called customer service 3 times on 3 separate occasions and have NEVER spoken to a human. I was sent on a loop of automated messages even though I called within normal business houses XXXX XXXX XXXX. I waited on hold forever on every single call, hoping to speak to a human, but I never did. After my last call and waiting on hold only to be hung up on, I looked online and saw that MANY people had this problem. I was referred to file a complaint with the CFPB by a user on XXXX and now I am here. '' I am unhappy with the resolution. They lied saying I experienced card tampering when in actuality it was a defective card that was the fault of the manufacturer. I asked my father how much was on the card that I was unable to use, and he told me he believed it was {$65.00}. I informed the company that I was put in terrible predicaments where I genuinely had to go without food and toiletries due to this situation. As a resolution, I asked for {$100.00} on a gift card to compensate for the times I went to bed hungry due to this issue. I planned on using this for my books for my university classes. I received a swift response that denied accountability blaming the issue on a third party, and a new gift card with LESS than what my father put on the card. I got the short end of the stick, and now I am here during my first week of school, unable to purchase my books because a Visa does not want to take accountability. I work an XXXX XXXX for 40 hours a week. This situation is ridiculous and shows how little Visa cares about its customers. My biggest issue is the fact that I was told a replacement card was shipped out due to someone " tampering '' with my item when it was Visa 's fault. So many people online experienced this issue, and they had the nerve to send me a gift card with LESS than what my father put on the original card. I attempted to call several times OVER THE SPAN OF 7 MONTHS and I wasn't properly compensated for my time, effort, or the money my father spent on this stupid card. I feel scammed and do not see myself purchasing a vanilla gift card again.
So basically I got inconvenienced and went months unable to purchase my items although I had an unusable card with money sitting right there, and my father loss money because they didn't even replace it with the proper amount, ON TOP OF THE TERRIBLE CUSTOMER SERVICE????
Take accountability for the manufacturer 's error and send me a new card with the PROPER amount. Do not tell me you'll send me a replacement card if it is not even the same amount that was put on the card!!
|
| 07/31/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
On XX/XX/XXXX I use my phone to call XXXX XXXX XXXX. It was first at XXXX but was told their hours of operation was XXXX on XXXX. I had a meeting to attend that morning so when I got home at around XXXX I again call XXXX XXXX I attempted to call to rent a vehicle while visit my mother in XXXX Louisiana. XXXX employee answered the phone and routed me to someone name XXXX XXXX between this XXXX and XXXX this is when I believe the XXXX This was all a scam the number for the XXXX I called so this must have started at the company but routed some how to the scammer. I feel it was an inside job because I called XXXX XXXX. I was placed on hold for about what seem to be XXXX minutes. First person was XXXX, after the hold XXXX. I asked of any promotions going on He said yes that XXXX XXXX and XXXX are together on a promotion and that it would be a daily rate of {$25.00} per day however I would have to go to a pharmacy store like XXXX XXXX XXXXXXXX, XXXX, to get a XXXX XXXX XXXX payed for {$300.00} I said I could use my debt card he advise me not because the promotion called for the XXXX XXXX prepaid and that card only or I would not get the promotion. I explained I did not have a way for all this which is the reason I needed a rental. But I would see what I could do. Finally my neighbor give use a ride to family dollar. I purchased the first card call the while still at family dollar gave the the information requested. They had me to send receive of transactions and front and back photo of card. To XXXX XXXX XXXX XXXX supposedly to be XXXX number and he would process the card. I was to sent the information to this number above so my card could be activated. Card number to that card was XXXX XXXX XXXX. Exp : XX/XX/XXXX. XXXX numbers on front f card. XXXX on back. He came back on the line saying the card was good after I got home he then said it was denied that the card had to be exact. He repeat XXXX XXXX pre paid Gift this time and said I could also if not that get the Visa vanilla gift prepaid card I said no because I didnt have a way and they told me what I need already they went back and forth with me saying it was no one fault but could I will return and this time I could go to XXXX because they had the gift card it had to be gift. So I went to XXXX looked for the XXXX XXXX gift didnt find it but found the Visa Vanilla gift Card number XXXX XXXX XXXX XXXX card expires XXXX XX/XX/XXXX sec. Code 043.
I again would have to activate send the three pictures to the same number then they Said they would Return to me {$610.00} A car for 5 days 40 per cent discount for up to a year Bring me the car I was so angry but I had spend the money XXXX said he would make it right that they were at fault but the promotion and membership would only work if it would be an XXXX XXXX gift card. They I would have to get that card I was so angry that I hung up. XXXX call me back for they got my name and number in case we got disconnected earlier. So promises were made and I went to be each time they were also in route with the car but at the last hour the said they had to call the driver back. The last card finally went through it was an XXXX XXXX card from XXXX card number XXXX XXXX XXXX. XXXX front of card XXXX security code 511. This card was purchased on the next day someone took me to XXXX. We asked which XXXX they were located at they asked for the card so they could be processed we went back and forth I asked for a manager some XXXX person got on the phone pretending to be a manager. Said they needed to process the card first she gave me XXXX XXXX XXXX XXXX Louisiana I said I would pick up the car then the XXXX gets on the phone says they needed to process first and he would bring the car. the money and I could keep the car until Thursday for inconvenience me. I gave them the pictures and then told me this was my membership code reservation number XXXX I could pick up at the XXXX XXXX XXXX XXXX XXXX but if he gave me until XXXX they would deliver the car.
XXXX XXXX XXXX XXXX Louisiana XXXX XXXX XXXX XXXX XXXX This was all a scam the number for the XXXX I called so this must have started at the company but routed some how to the scammer. I feel it was an inside job because I called XXXX XXXX.
|
| 11/20/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX, I bought XXXX {$500.00} Vanilla Visa Gift Cards from XXXX. XXXX XXXX. A. The gift cards ending in XXXX and XXXX are issued by XXXX XXXX and distributed and serviced by InComm Financial Services , Inc. ( " In Comm '' ). When I opened the package a few days later, both cards had the security code on the back scratched off ( as you can see from Ex. A ). I tried to use them at a retailer, but nothing happened when I swiped them.
XXXX XXXX XXXX XXXX XXXX I contacted InComm at the phone number listed on the back of the gift cards. I explained the problem to the service agent. I was informed that each card still had a {$500.00} balance ( {$1000.00} total ). I was further told that since the gift cards were the subject of fraud, both gift cards would be deactivated and two new {$500.00} replacement cards issued. A case with InComm was initiated as XXXX XXXX XXXX. I was told to email the store receipt, a copy of the front and back of the two gift cards at issue and a copy of my drivers license to InComm, along with my name and address. See Ex. B. On XXXX XXXX XXXXXXXX I emailed the required information to InComm as requested. See Ex. C.
XXXX. On or about XX/XX/, I received one replacement Vanilla Visa Gift Card ending in XXXX which was supposed to have {$500.00} on it. See Ex. D. See also Ex. E for a copy of USPS XXXX XXXX showing receipt by me of the envelope from InComm containing this gift card ( InComm doesnt put the date on its gift card correspondence, so this is the best evidence of my receipt of this gift card ). Upon attempting to activate and use this gift card shortly on or after XXXX XXXX XXXX I learned that the gift card had a {$0.00} balance on it even though I just received it that day.
4. On or about XXXX XXXX XXXX, I contacted InComm by phone and reported that the {$500.00} replacement card they sent me had a {$0.00} balance on it. I was told that it would be forwarded to the appropriate department for handling. Upon later checking online about the card, it was revealed that the {$500.00} balance was used at a XXXX XXXX XXXX XXXX XXXX which was over 3 weeks before this replacement card with {$0.00} balance was received by me on XX/XX/2023. See Ex. F. It is therefore obvious that I could not have drained the {$500.00} balance on this replacement card ending in XXXX since I did not have possession of the card on XXXX XXXX XXXXXXXX Over the next month I called probably 5-10 times to follow up on the status of getting a new replacement card and was told each time that it was being handled by the appropriate department. I also sent InComm an email dated XX/XX/, advising InComm in writing that I had received a replacement gift card with a {$0.00} balance and asking that a new {$500.00} replacement gift card be issued. See Ex. G.
XXXX. On or about XXXX XXXX XXXX I received a second {$500.00} Vanilla Visa gift card ending in XXXX which actually had {$500.00} in funds on it. See Ex. H See also Ex. I. for a copy of USPS XXXX XXXX showing receipt by me of the envelope from InComm containing this gift card.
6. Since XX/XX/, I have called Vanilla probably 25 times inquiring about the status of the remaining {$500.00} I am owed. Each time I get the same response : an apology, a promise that my claim will be expedited, that notations of my claim are being made and a comment to check back in 24-48 business hours. Each and every time, nothing happens. I recently learned that InComm had actually closed my claim and had to have it reopened. InComms are completely incompetent and seemingly unable to process my claim.
7. In summary, I bought two {$500.00} Vanilla Visa gift cards totaling {$1000.00}. To date, I have received only one replacement gift card with {$500.00} on it ( I received another, but it had a {$0.00} balance when I received it ).
|
| 02/19/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
**I have recorded all calls that relate to the current situation. This is a time stamped summary of all calls made to MyVanilla/Incomm from XXXX. It includes names and times stampsof key points during each conversation.
XX/XX/XXXX call # XXXX XXXX ( 8:46 time length ) XXXX - talked to XXXX (? ) Made request to end account ending in XXXX.
XXXX - XXXX gives me a case number for the account # XXXX XX/XX/XXXX ( call # 2 XXXX XXXX Call Length 21:47 ) XXXX - talked to a rep named XXXX XXXX - ask for card to be closed XXXX XXXX told me it would take 24hr for account to be closed XXXX - XXXX Checks to see how many cards are still active under my name XXXX - XXXX told me I had 3 account XXXX - XXXX told me the cancellation of all 3 accounts were in process XXXX Gave XXXX my user name for a previous account that was marked as inactive ... .but the account was still active on their end XXXX I was connected to a supervisor named XXXX.
XXXX XXXX hangs up in my face after I explain what I think is the reasoning for having my accounts active after I deactivate them.
Call # 3 ( Follow up with XXXX after he disconnected the call XXXX XXXX CL XXXX ) XXXX CSR tells me I still have multiple marked as active, even though I've made request to start the cancellation process.
XXXX - I explained that I knew the cancellation process because I've been through it plenty of times. I always call cancel a card after I deactivate it.
XXXX reconnected with supervisor XXXX.
XXXX give user account name for a previous requested cancelled account XXXX made statement that all my accounts should be closed months, if not, years ago.
XXXX ask XXXX for a email confirmation of all my accounts being closed.
XXXX - I state all my cards are listed as inactive ( on my end ) XXXX - I tell XXXX that I've called in the past to permanently close all my accounts Call # 4 ( XX/XX/2020, XXXX XXXX. XXXX call length ) XXXX spoke with a supervisor named XXXX XXXX - ask XXXX If I could send her email attachments of my previous recorded call with various MyVanilla reps XXXX - XXXX Tells me her location is in XXXX XXXX XXXX XXXX XXXX XXXXTell me I still have 3 active accounts opened ( which didn't surprise me by the sheer stupidity and incompetence that the supervisors have shown ) XXXX I questioned XXXX why were my accounts still listed as being active after a full day after requesting they all be permanently canceled, I also explain to her the exact process of what needs to be done to permanently close out a account and that's I've done it a multitude of times. I also ask for escalations to a compliance Dept. ) XXXX - I again ask XXXX to close out all 3 accounts XXXX - XXXX Tells me that XXXX put a note that I declined to have my accounts closed, when I have proof that vastly referts that ). So A MyVanilla Supervisor XXXX tampored with my account, wrote a false note on my account preventing deletion and further delaying the activation process.
Call # 5 ( XX/XX/2020 XXXX XXXX CL-1:00hr ) XXXX Spoke to a Supervisor named XXXX, I now couldn't activate the card because of a KYC failure.
XXXX XXXX tells me that all my accounts are now closed. But that didn't make sense ; because the day before when I spoke to XXXX she told me my accounts were still active because XXXX had cancelled the Deletion process under his own accord. So I explained to XXXX that I didn't appreciate her lying because another supervisor told me yesterday that my accounts were still open and that the 24-48 timeframe hasn't elapsed. I asked for escalations to speak to a corporate executive. XXXX put me on hold for 20 minutes and then made a obvious lie that she tried to reach some one.
P.S. at some point XXXX asked if I was recording ... .when I said no, I thought I had turned to recorder off by then. Sorry.
|
| 12/22/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/2019 at XXXX XXXX, I purchased a 3 {$500.00} Vanilla Gift cards from a XXXX located at XXXX XXXX XXXX XXXX in XXXX XXXX, KY, for my children for XXXX. After purchase, I checked the balance of all the gift cards to ensure the correct amounts were on the cards, which they were correct. I walked with my daughter, in the same XXXX while she retrieved items she intended to buy herself for XXXX with one of the gift cards. When she attempted to purchase items valuing roughly {$59.00}, the card was denied. I then began to contact the 1-800 on the back of the card and was informed the card had a balance of {$2.00}, which is impossible because the card had never been used and was just purchased roughly an hour ago. I then looked up the balance of the card on vanillagift.com. The site showed a balance of {$2.00} and revealed two purchases that were made to a company called XXXX XXXX totaling {$490.00}. I contacted the 1-800 located on the back of the company immediately and waited roughly 15 minutes to speak to a male customer service representative who informed me that I would have to wait 7 days and call back and dispute the claim, which was not a proper response to me. I called right back ( waited an additional roughly 12 minutes on hold ) and spoke with a customer service representative named XXXX. XXXX informed me that I would have to submit a dispute claim that could take roughly 45-90 days to investigate and I was not guaranteed to get my money back. I questioned why the payment could not be stopped because I was disputing it immediately, possibly within an hour or less, of the fraudulent purchase. Then, I questioned how could someone possibly have the gift card number due to me purchasing the sealed card in a XXXX location. XXXX had no answers. She again, related I would have to file a claim. I agreed, and after XXXX collected my first and last name, the call disconnected. I called back ( waited on hold roughly 10 minutes ) and spoke with a customer service representative named, XXXX, and explained the situation to her. Again, I was told I would have to file a dispute, even though this is a clear case of fraud. I gave XXXX my demographic information and she gave me a reference number ( XXXX ). She informed me that they would email me dispute paperwork, which at this time, I have not received. On XX/XX/2019 at XXXX XXXX, I attempted to contact XXXX XXXX through their digital assistant portal ( the company does not have an actual phone line to speak with someone ) I have transcripts detailing the conversation. I was informed that someone would contact me by email, which at this time has not happened. I contacted the XXXX that I purchased the gift card from on XX/XX/2019 at XXXX XXXX. I spoke with a female manager, who related she would attempt to make efforts to contact the company or seek a resolution. The manager never contacted me back. I called XXXX corporate office ( on XX/XX/2019 at XXXX XXXX ) and spoke with a representative named XXXX, who explained how someone could steal the card number information from a gift card before it was purchased, but otherwise was unhelpful. When I requested to speak to his supervisor, he declined. XXXX should be embarrassed for selling gift cards subjected to cases of fraudulent activity. This has been a horrible experience. Especially for my daughter, since this money was intended to be her XXXX gift. Additionally, I plan to contact the FTC on Monday and the manufacturer of the Vanilla gift card Incomm. After this experience, Ive done research and realized several consumers have experienced the same problem with this company. I also checked the XXXX XXXX XXXX website and have found several filed complaints. Waiting 45-90 days is not sufficient and Im expecting a swift refund or return of my money.
|
| 06/02/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American, Servicemember |
|
XX/XX/2022 XXXX. DISPUTED TRANSACTION DETAILS On XX/XX/2022 I received what I thought was an e-mail from XXXX XXXX whom Ive been a member for XXXX years, the e-mail stated that there was suspicious activity on my account.
The heading of the e-mail sent to me looked legitimate and I immediately logged into my XXXX account and saw that there was a unfamiliar transaction for $ XXXX dollars and underneath was a caption stating that I had purchased a XXXX for {$1700.00} and this was my first months installment. This took me by surprise as I do not own nor would ever buy a XXXX, I needed assistance to get this sorted out and get this transaction off my account.
There was a number included on the e-mail and at that time believing it was XXXX I called and spoke to a XXXX XXXX who sounded professional and told me this XXXX was purchased by a man named XXXX from Ohio who sabotaged my account. I was frantic and asked some questions and she referred me to a XXXX XXXX whom I thought was her supervisor, in the back ground I could hear phones ringing and again thought this was XXXX. XXXX XXXX came to the phone and assured me that XXXX XXXX would take care of this and there was no need to get upset or worry, I asked time and time again if this person would be prosecuted and was told he would, I was upset that this XXXX would take more out of my account.
XXXX was smooth, professional, fast talking and everything you would think that a representative of XXXX XXXX would be, he explained that the {$1700.00} and current charge to my account would be taken care of and all would be well, but there were things I had to do ; firstly he asked me to change my XXXX password which I thought would be the thing to do and I complied and he at that point had my trust. After more conversation he said that in order to erase the illegal transactions the only way to do so would be for me to go to my nearest XXXX XXXX XXXX or XXXX XXXX and purchase TWO ( 2 ) Vanilla Gift Cards and said they HAD to be Vanilla Gift cards. At that point I became suspicious but my guard wad down and in his smooth and fast demeanor said I am going to send you a check to reimburse the two Gift cards. He did send me an e-mail check for {$1700.00} which I have a copy of, the strange thing was he spelled my name wrong, this was after I purchased the 2 Vanilla Gift cards. I must have had a senior brain freeze to be duped like this and still feel like a fool to be conned. After I gave him the card numbers he said he would give me a gift because I was so easy to work with, he sent me via XXXX a gift card for {$200.00}, thing is the next morning when I got up I checked XXXX and the gift card was DELETED by XXXX.
I contacted the REAL XXXX XXXX and they knew immediately I had been scammed and they credited me back with the $ XXXX dollars that was posted probably by XXXX who got into my account. I then called Vanilla Gift Cards and explained what happened and asked if those 2 cards could be terminated before XXXX could cash them. I went into the Vanilla web site later that XXXX and the one card was flagged and was referred to customer service. That afternoon XXXX called me no less that 8 times with 4 different numbers I recognized 2 and they are included in my report, I did not answer the phone and blocked the numbers. I would like my XXXX dollars returned to me ASAP as this was a clear and blatant case of fraud and a scam, I have also included a Police Report which I filed, this is the second time I have submitted a disputed report the first one was sent via snail mail and have NOT received a confirmation to date, please expedite this case.
|
| 05/18/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
Dispute No : XXXX XXXX XXXX : XXXX - {$200.00} Card No. XXXX - {$50.00} Purchased 2 XXXX prepaid debit gift cards ( {$200.00} and {$50.00} ) on XX/XX/22 at XXXX. Cards never left my possession. Tried using {$200.00} card for gas on XX/XX/22 and it wouldn't work. Checked online at XXXX and it showed a charge of {$160.00} which wiped out the entire card as I'd made one other purchase. Then I opened the {$50.00} card and it had the same thing. Available amount was {$0.00}. Now I hadn't noticed anything wrong with either card package as both are sealed with plastic all the way around them. The cards were charged on XX/XX/22 XXXX minute apart wiping out the balance of each. I called number on card agreement for lost/stolen/unauthorized charges on XX/XX/22 and gage them all the details of the card numbers and amounts. They emailed me a dispute form to complete and said the formal investigation wouldn't begin until they got the dispute form back. On the phone she asked me if I wanted a check or replacement card and I said card. After I emailed the dispute forms, I received a response saying it would take 45 to 90 days for the investigation to be complete. I looked at the card holder agreement contained in the gift card package and it says you will be refunded within 30 days. Not one word in the agreement about 45 to 90 days. 46 to 90 days is just totally unacceptable. I have done some research and these cards are all insured so I can't begin to fathom why it would take such a long time. Also the dispute company XXXX has a dedicated fraud team available to them XXXX according to their website. There are over 800 complaints about situations similar to mine on the XXXX website. Only 300+ have been resolved while the remaining are unresolved. The company does seem to reply to most complaints. The cardholder agreement does not say anything about " registering '' the card online or I would have done that. Even so, the {$50.00} card had not even been opened yet before it was charged and wiped out. XXXX XXXX is a huge company and I do not understand why there aren't better procedures in place to protect consumers and get their money/replacement card to them within the 30 day period as stated on the cardholder agreement. Their current timelines and practices are simply unacceptable. I submitted screenshots of the initial payment and activation of these cards along with the dispute form. I also still have my purchase receipt and a copy of the cardholder agreement which states the 30 days for unauthorized charges/lost/stolen cards. While XXXX XXXX says that customer satisfaction is a priority to them, their actions do not support this. Its now been 43 days today since I made the initial call to inform this company of the unauthorized charge and yet I have not received any reimbursement by way of a new card. I am contemplating gathering other consumers to see about filing a class action lawsuit. For me personally, I purchased the one card to make a monthly payment I have and I have already incurred an additional {$30.00} charge for not paying it on time. I will be charged the {$30.00} Late fees again in the next few days.While {$160.00} and {$50.00} may not seem much to a multimillion dollar company like XXXX or XXXX its a huge burden to someone who is unemployed and is couch bouncing between family and friends. Once I submit my complaint here and with the XXXX I will begin researching to see if I can find an attorney to do a class action for all the numerous consumers whove had similar losses like mine if I dont receive a quick resolution to this matter.
|
| 12/15/2015 |
No |
- Prepaid card
- Mobile wallet
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
XXXX XXXX I purchased XXXX {$500.00} XXXX XXXX XXXX reloadable prepaid cards ( {$3.00} activation fee ) from XXXX. These cards are provided by InComm. The cards were activated and loaded.
I did not attempt to load the cards into my account until XXXX XXXX, finding the funds of the first card had been removed. I immediately called the number on the back of the card ( InComm ) and scratched off the material to reveal the PIN while on the phone with their representative, to find the money removed as well.
The cards have only ever been at my home and the XXXX XXXX sheriff 's office. I am the person who scratched the material off to reveal the PIN. I am a long time XXXX and XXXX user, technically savvy, with a degree XXXX. I work XXXX. I have a history of usage of these cards in my account to demonstrate my usage and knowledge about them.
I am the victim of some type of fraud where it appears access was gained to my PIN. This could have been low tech ( tampering with the card ) to medium ( rogue employee at InComm with access to information ) to more sophisticated ( breach of InComm data. ) InComm 's position per XXXX XXXX ( XXXXXXXXXXXX ) is that because the money was loaded to many accounts, that this is an indicator that I got scammed and gave someone my PIN, and that InComm is not liable for making me whole because of this.
I agree that that activity is suspicious and indicative of fraud and money laundering techniques designed to make the money hard to track and retrieve. It is likely that the money is gone and that compromised accounts were used as first line recipients of the money. I believe tracking down the criminals is unlikely to result in recovery of money or finding the perpetrators and believe this to be a criminal matter whose responsibility for further investigation is InComm 's.
Although this suspicious activity is indicative of fraud, it provides no indication as to how the PIN was obtained to access money, nor indicative of any fault of mine as a cardholder. Furthermore, credit cards have XXXX nightly batch as well as in now real time are able to hold transactions as suspicious behavior is encountered. If InComm has discovered a pattern of suspicious activity, they can implement similar measures to protect their cardholders. However they have been negligent in doing so. Their position on this matter is not based on data that supports it, but on it being a conclusion they want to reach because they do not perceive themselves to be liable if a cardholder provided a PIN.
I loaded this money into the card with the expectation that it would be safe. InComm has been negligent in XXXX making me whole as well as making a real effort to protect cardholders, with a culture of blaming the victim rather than improving their product. This can be seen in other examples of similar products they sell as well as this particular product. XXXX XXXX CASE # : XXXX, XXXX XXXX ) I have been in contact with the company privately but thus far they have refused to provide any relief. I am the victim of fraud and an unauthorized financial transfer from my account due to InComm 's negligence in both preventing and resolving fraud.
Furthermore, I also believe this error resolution to be in violation of Regulation E - Electronic Fund Transfer Act. Per Subpart A, V. Consumer Liability and Error Resolution ( XXXX CFR XXXX, XXXX ) I believe InComm is in non-compliance with the federal regulation and has not attempted to follow any error resolution procedures. I have also found victims similar to myself who are in the same situation.
|
| 12/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
In XXXX my child was given XXXX vanilla gift cards for her birthday. When we tried to use, one was already 'used up ' across XXXX on various internet services. We contacted Vanilla ( Incomm ) for assistance and was told to file a complaint/refund request. We did so. We did not hear back and inquired each month for five months ( no answer ). When we finally received a photocopied form letter, it stated Incomm/Vanilla disclaim all responsibility to replace/refund b/c the card was used " in person '' in XXXX. My child has never been to XXXX ... this was a fraudulent excuse to cheat my child out of {$50.00}. If it is happening to us... there are many more that are ripped off and struggling to get proper credit in the same way : IF YOU XXXX keywords " Vanilla GIFT CARD FRAUD '' or INCOMM FRAUD you will be overwhelmed with reports and similar stories affecting consumers.
XXXX XXXX XXXX XXXXXXXX XXXX Facing Class Action Lawsuit Over Alleged Gift Card Fraud A proposed class action alleges XXXX XXXX has failed to ensure that its gift cards are reasonably protected against tampering by third parties.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX gift cards empty, customers told nothing can be done Gift cards are always the popular go-to holiday present. Now that people are trying to use them some are saying their cards are worthless and the company that issues them won't help.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( My Experience ) What are some of the problems with the Vanilla Visa gift card? I share my experience and review of this prepaid card, along with how it compares to other cards I've tried. I also cover some common scams that target these gift cards.
XXXX XXXX XXXX XXXX How scammers deplete XXXX gift cards before you can use them XXXX gift cards can be a popular gift for special occasions such as birthdays, graduation, or holidays, but a man in XXXX says XXXX used the cards he bought before his family could.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Answer ( 1 of 4 ) : Bought a {$180.00} gift card ( vanilla visa ) for my Daughter 's XXXX b-day she went to go on the site www check your vanilla gift card balance.theres a couple of the same sites she picked the 2nd site when she put in the card # s it said she entered the wrong # s so she put it in aga...
XXXX XXXX XXXX XXXX Gift card balance drained before used, how hackers do it If the holidays treated you well then you might find yourself lucky enough to still have gift cards to use, but you might want to check the balance before going to shop.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Visa Ripped Off My Teenage Son. My son was given a {$25.00} Vanilla Visa for his birthday. When I tried to help him use it, we opened the package and immediately saw the third set of four numbers had been entirely scratched off of the card despite the fact there were no signs of tampering on the packaging.
XXXX XXXX XXXX XXXX Some brand new gift cards wiped out of money before theyre used, XXXX XXXX warns XXXX XXXX learned hackers could be to blame.
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I bought a vanilla gift card for XXXX and XXXX hours after buying it, when I went to use it I no longer had a dollar balance, that has happened to me several times, I recommend that you do not buy with them, you buy it and since the active one uses the money and they say it was cloned, the situation of this company is very strange, they have to investigate it XXXX
|
| 01/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a damage Vanilla bank Gift {$100.00} gift card received. My son purchase a gift card for me for my birthday about 6 months ago. I open the gift card package this month to finally use my {$100.00} gift card. Glue from the inner packaging was stuck to the gift card together with instruction pamphlet, when I peel the card off the instructions were stuck to front of gift card, XXXX of the digits in the front of the card of the account number peeled off when I took it apart from the glue. I was unable to read or identify full account number of the gift card. I had a defective gift card. I called Vanilla Bank customer service and spoke to XXXX of their agents, he told me to verify card information. I couldn't read the full account number in the front of card because XXXX digits were peeled off. The agent told me to give him the XXXX digit number on the back of outer packaging which was XXXX. With this number he was able to trace the card and the funds available. I told him to send me a replacement card that the card was defective, he started processing a claim for this and after he finish processing the claim, he proceeded tell me in order to send me the new gift card, I would need to send the following documentation, I would need to email them a photo of front and back of gift card with copy of original packaging and proof of purchase receipt, I told him nor my son nor me had a copy of receipt, that the gift card had been purchase months ago and wee. Agent started the claimed and blocked the. Then he said to me he was unable to send me a replacement gift card unless, I provided a copy of the card front and back and with copy of original packaging with copy of proof of purchase receipt. I told him I didn't have the receipt for this gift card. I told him to reinstate the funds back to the damage gift card and to cancel the claim, that I will try to have card swiped to see if it would work when by swiping it being that the strip on back of gift card gift was fine. He then told me they could not reinstate the funds back to the card or cancel the claim. That in order for me to get a replacement gift card to replace the defective one, I needed to provide proof of purchase receipt. Is their fault for selling damage gift cards not mine, why should I loose me {$100.00}, and they will keep them, If I get the new card from them they will keep my {$100.00}! I have the physical card with me an unfortunately can't even read the full account number due to the defect on the card from glue used inside their packaging Normally no one provides a gift card receipt when they give you a a prepaid gift card or saves outer packaging and purchase receipt for XXXX years. All receipts faded over time or get lost. This is just an excuse to make it very difficult for you to get the money they want to keep. What they are doing is illegal and should be investigated. They even keep the extra fee they charge when you purchase the gift card {$5.00} Nowhere on their gift card does it state you need a purchase receipt to be able get a damage gift card replaced! This is ridiculous, they are just looking for excuses to keep your money, that doesn't belong to them. As long as I have the physical card in my hand and I'm the gift card holder, there is not reason for them to keep my {$100.00} and refuse to send me a new card. Consumer Buyer beware, stay away from purchasing any visa gift cards from Vanilla Bank. They want to fine any excuse to keep your money. They kept mine.
|
| 06/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I hope this letter finds you in good health. I am writing to bring to your attention a concerning issue I have encountered with a Vanilla Visa Gift Card that I purchased from XXXX located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX, on XX/XX/2023.
Upon opening the packaging of the gift card, I immediately noticed that the last XXXX digits were missing from the card. Understandably concerned, I contacted the number provided on the back of the card, and the representative instructed me to return to XXXX for assistance. However, when I visited XXXX, they informed me that the matter falls under Vanilla Visa Gift Card 's customer service jurisdiction.
To seek a resolution, I reached out to Vanilla Visa and experienced significant difficulties. After enduring a wait time of over XXXX hours on the phone, the customer representative abruptly hung up. Unfortunately, due to the unexpected passing of my boyfriend on XX/XX/2023, I became consumed with grief and lost track of time, delaying my subsequent contact with Vanilla Visa.
On XX/XX/2023, I finally managed to contact Vanilla Visa again. This time, a customer representative collected my information and assured me that a replacement card would be mailed to my address within 3-7 business days, contingent upon my submission of supporting documents, including a photo of the front and back of the card displaying the missing digits, as well as the purchase receipt. I promptly sent these documents to the provided email address, XXXX, at XXXXXXXX XXXX on XX/XX/2023, along with the assigned CASE ID NUMBER : XXXX.
Regrettably, despite the considerable passage of time, I have yet to receive the replacement card as of today, XX/XX/2023. Frustratingly, my recent contact with Vanilla Visa yielded an unexpected response from a customer representative named XXXX ( who declined to provide a last name ) who disclosed that I must wait an additional 30 days due to an undisclosed policy. This policy was not previously communicated to me by the two previous customer service representatives I interacted with nor is it anywhere on the card and I can not find anything to support this claim on their website.
In an attempt to ascertain the exact date when the replacement card would be mailed, I kindly requested that XXXX provide me with that information. Shockingly, she responded rudely, stating that I should count the XXXX days myself, as she was unwilling to assist. I have recorded the conversation as evidence of her unprofessional behavior. Furthermore, when I insisted on obtaining the correct date due to uncertainties surrounding weekends and holidays, XXXX placed me on hold and subsequently disconnected the call.
Considering the significant inconvenience, lack of resolution, and unsatisfactory customer service experienced thus far, I am left feeling extremely disappointed and frustrated. It is disheartening to encounter such disregard for a customer 's legitimate concerns, particularly during an already difficult period of grieving.
I kindly request the Consumer Financial Protection Bureau intervention in this matter to ensure that my rights as a consumer are protected. I seek assistance in expediting the resolution of this issue and obtaining the replacement card that I am entitled to receive. I would also appreciate if appropriate actions could be taken against Vanilla Visa to address their inadequate customer service and unprofessional behavior exhibited by their representative.
|
| 05/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a Vanilla Visa Gift card at XXXX on XX/XX/2023 for {$100.00}. The total charge including the processing fee was {$100.00}. I gave the card to a girlfriend who later showed me the card and it was defaced. The center of the account number was scratched off and the security code on the back of the card was also scratched off. It does not look like it was done by a machine. My girlfriend did try and use the card at a local grocery store and it would not work. My girlfriend then called the phone number on the back of the card and was told she had to submit a copy of the receipt, copy of the front and back of the card and a photo ID. She told me that she did not feel comfortable sending a photo ID. She gave me back the card since I had the receipt. I met with the XXXX manager on XX/XX/2023 and he told me that XXXX will not accept a return on gift cards. No one told me this when I bought the card on XX/XX/2023 and there was nothing on the receipt about this policy. The XXXX was nice enough to call the phone number on the back of the card while I was in the store. We were on hold XXXX minutes before someone answered. His name was XXXX. XXXX told us the same thing he had told my girlfriend. I told him I would not send a photo ID and asked to speak with a supervisor and he put us on hold for another XXXX minutes. We hung up at that time. The XXXX XXXX then told me he thought I could dispute the charge. I found out later that the Vanilla Visa Gift card processing company is XXXX.
I decided to call the company, XXXX again. I found a different phone number on the XXXX website and called on XX/XX/2023. I was on hold for another XXXX minutes before a woman named XXXX answered. She said the same thing as XXXX. When I told her I felt very uncomfortable sending my photo ID, she told me I could skip that step. She gave me a case number which I can provide you if needed. She told me that it would take them XXXX business days to research. I emailed the copy of my receipt, copy front and back of the card and a copy of the front of the packaging to XXXX on XX/XX/2023. BTW, if you XXXX reviews of XXXX, the average rating is XXXX. That is terrible! When I did not hear anything, I called XXXX again on XX/XX/2023 and spoke with XXXX. I was on hold XXXX minutes. He said they had received my documents and my claim was still in process. He said it takes XXXX business days to get a response. I told him that XXXX business days was XX/XX/2023. He asked if I had sent all the documents including my photo ID. I explained again that I felt very uncomfortable sending my photo ID because his company 's quality control was suspect because of the defaced gift card. I was also very worried that his company would try and steal my identity. He told me he was sure I would get the replacement gift card sometime the week of XX/XX/XXXX. He also told me that I don't have to call in the future but I can email XXXX. I emailed them on XX/XX/2023 and asked for an update. As of XX/XX/2023, I have not received the replacement gift card or any response from XXXX. On XX/XX/2023, I did file a claim to dispute the charge with my credit card company that I used to buy the gift card initially. Unfortunately, if my claim is approved, it only hurts XXXX. It does nothing to address the terrible experience I have had ( and others have had ) with XXXX. I have told a number of my friends and family about this and told them never to buy a Vanilla Visa gift card.
|
| 09/01/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have purchased these two {$500.00} Vanilla Visa Gift Cards ( Total {$1000.00} value ) at a local grocery store in XXXX XXXX, California on XX/XX/XXXX at XXXX. On XX/XX/XXXX, I lost these two cards by accident which I had not used at all and immediately reported to the Vanilla Visa Gift Card issuing company ( InComm Inc. ) by filing this lost card case on the phone ( # XXXX ).
I have reported two lost Vanilla Gift Cards ( Value of {$500.00} each ) on XX/XX/XXXX and tried several times ( XXXX emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and FAX on XX/XX/XXXX ) to send required documentation to your department and was finally notified by email on XX/XX/XXXX that my dispute packet has been received and forwarded to the Dispute Resolution Team for review and investigation.
I was told to wait for 90 days since XX/XX/XXXX till the dispute team has a final resolution. I waited till the XX/XX/XXXX and called to follow up for the resolution and supervisor team told me on XX/XX/XXXX replacement cards were sent. I have never received them. So I waited 30 business days since XX/XX/XXXX to request another sets of replacement to be mailed to me.
On XX/XX/XXXX when I called the customer service team and I was told replacement cards were sent out by mail for the second attempt on XX/XX/XXXX and I need to wait for 30 business day. Again, I didnt receive them.
I called the customer service supervisor team to follow up routinely every month from XX/XX/XXXX to XX/XX/XXXX trying to find out the following but never got the answer : 1. Whats the dispute resolution?
2. Final amount remaining on both cards 3. To request refund thru check in the mail instead of waiting for the replacement cards ( mailed to me on XX/XX/XXXX and XX/XX/XXXX ) which never arrive The supervisor team always told me to wait for 48 hours for updates from the back office ( Dispute Department ). This became an indefinite loop that I never received any updates from the back office and I had to call back over and over to follow up every month on this lost card claim status which has no progress at all.
The image of the original purchase receipt of the cards have the serial number which is the same number appeared on the back of the Visa Gift Card package and their customer service team advised me that as long as the back office ( Dispute Department ) receives the information of original purchase receipts image and my ID, they can review, locate the gift cards information and investigate any unauthorized transactions and to have a final resolution by 90 days after the date XX/XX/XXXX which I was told the dispute package that was received.
At this point, I really need your help to assist me to deal with InComm Inc. ( the gift card issuing company ) to resolve this issue. I have tried every opportunity to get status updates but I cant really get any assistance from their back office team and calling customer service line routinely every month didnt help me at all on this situation.
It has been almost six months passed from the previous attempt of mailing out the replacement cards and almost one year from the date when I reported this lost card case.
Please let me know whats the next step from this complaint filing at Consumer Financial Protection Bureau. Thank you so much!
Notes : This is the contact information of InComm Inc.
To : InComm Inc.
Attention : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 06/10/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
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This complaint refers to CFPB complaint XXXX in which I first brought unauthorized charges to the attention of InComm and found no resolution. It also builds on complaint XXXX in which I point out fundamental flaws to which Skeet Rolling of InComm/ITCFL offered no rebuke for and just dismissed offhand. I expect subsequent consumer protection to be taken as a result of my complaints and will be following up with the CFPB Ombudsman as well. My unaddressed complaints are as follows : 1. InComm is using a model for determining Victim Assisted Fraud ( VAF ) which knowingly produces false positives, because it allows them to attempt to deny liability for claims against their negligent actions in protecting consumer funds. This is no more clear than in the case of XXXX XXXX, who was identified as a participant in VAF, who met personally with XXXX fraud investigation team and found his cards had not been tampered with nor had his cards had their secure PIN # revealed. The model has obvious logical flaws as a result of this, however is still used and applied in other cases ( such as my own. ) InComm has failed to identify what information caused them to " conclusively '' identify myself as a participant in VAF, information and logic that will have a 0 % chance of holding up to actual scrutiny.
2. Secure PIN numbers are currently stored in a fatally poor security design for the XXXX XXXX XXXX product ; they are ( a ) unencrypted and ( b ) viewable by many employees. There is no reason for either of these things, but correcting at least XXXX of them would make the product a lot more secure. Proof of this claim can be seen here : XXXX : XXXX? XXXX - in this video I tell you what the PIN # will be, then scratch off silvering to reveal the secure PIN. This has never been communicated out by Skeet or anyone on his team. If XXXX claim is that this claim has no merit, how is he able to explain that I reveal the PIN #? Also shown are internal serial numbers, how did I get them? Why is there no specific response to this point?
XXXX. Not only have I identified how employees steal above, I have identified the employee that stole my money. Per CFPB complaint XXXX the XXXX account with the email address associated to " gton '' was identified as VAF. The full address for the account my money was loaded to is XXXXXXXXXXXX. This is associated with this babysitting profile in XXXX ( where InComm hq is located ) XXXX XXXX # bio-more - which is also this woman on linkedin XXXX XXXX and XXXX XXXX? XXXX where she is friends with XXXX XXXX on XXXX : XXXX who XXXX XXXX XXXX was a former XXXX ( database superuser account - not that it required a superuser with their lack of protection ) at InComm.
So what really happened? It 's rather obvious to anyone but InComm, who was provided all this information in XXXX ; XXXX XXXX stole my PINs and my money internally, then loaded it to accounts he and friends controlled. InComm victim blamed me from what I initially thought was incompetence to what I must now conclude was purposeful obstruction of justice.
I do not know the size and scope of InComm embezzlement in this flawed system that has been in place for years. I have other victims available who have not filed complaints here but can be reached for comment : XXXX XXXX - {$2500.00} - XXXXXXXXXXXX XXXX XXXX - {$500.00} - XXXXXXXXXXXX XXXX XXXX - {$500.00} - XXXXXXXXXXXX Myself - {$1500.00} - XXXXXXXXXXXX
|
| 11/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
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Last year, my husband and I received a Visa Vanilla gift card from a family member. The family member does not have the receipt or recall the specific details, but the gift card probably was purchased in XXXX at a store in Ohio. It is a prepaid card, and the family member who purchased the gift card indicated it had been loaded with {$200.00}. It has an expiration date of XX/XX/XXXX. Since the time it was received last year, the card has been keep in its sealed cardboard container at our home in a secure location to which no one has access other than my husband and myself. Neither the card number nor the PIN were visible while the card was in the sealed cardboard container. I opened this container and removed the card on XX/XX/XXXX. On that same day, before using the card, I tried several times to confirm the balance via the webpage at XXXX XXXX XXXX XXXX XXXX and got a message to the effect that the information was not available and that I should try again later. I then called the number printed on the back of the card : XXXX. After providing the requested information to an automated system, I got an automated message that there was an issue with the card. I then spoke with a customer service representative who told me that ( XXXX ) the available balance was {$55.00}, ( XXXX ) that the initial amount of the gift card had been {$200.00}, and ( XXXX ) she could find no history of any transactions using the card. As I attempted to get an explanation of how this could have happened, the customer service rep indicated that she could no longer hear me and then stopped speaking. I stayed on the line, and after a time the rep began speaking again and now was able to hear me. Since the rep was not able to provide any further information, I asked to speak to a supervisor and was told I'd be put on hold to wait for the next available supervisor. I waited on hold for a time, then the call was ended and not by me. On the next day, XX/XX/XXXX, I once again called XXXX. Initially the rep was able to provide only the same information that I'd been given the day before, but when I asked for an explanation, the rep said he was also curious and put me on hold so he could get further info. The rep then came back on the line and told me it appeared that the card had been used to make a series of charges on XXXX XXXX that came to a total of {$140.00}. The rep indicated these charges were fairly recent -- I think he said within the past month, but I am not completely sure about that. The rep said that XXXX could dispute the charges with XXXX XXXX and asked if that was OK. I explained that the card had been kept in its sealed container and stored at our home in a secure location for over a year. Given that, the charges on XXXX XXXX appeared to be due to a security breach that was not due to any behavior on the part of the gift card purchaser or the gift card recipient ( i.e. my husband and myself ). Since the security breach had occurred somewhere in the system totally outside of consumer control, I expected XXXX to take responsibility and make me whole -- and it was thus up to XXXX to decide how to proceed with XXXX XXXX. At this point, the rep indicated repeatedly that he could not hear me. He then said something which I think was that XXXX would file a dispute with XXXX XXXX. The call was then ended and not by me.
|
| 12/14/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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Timeline of Issue : - XX/XX/2023 : Purchased a {$50.00} XXXX Gift Card at the XXXX XXXX XXXX XXXX XXXX Store. The card was distributed and serviced by InComm Financial Services , Inc .
- XX/XX/2023 : Opened the card packaging and attempted to use the XXXX Gift Card at XXXX XXXX - XXXX XXXX XXXX XXXX, XXXX, NC. The card did not work.
- XX/XX/2023 : Checked the online balance at XXXX. The balance showed {$0.00}, and included a transaction on XX/XX/2023 in the amount of {$50.00} at a XXXX store. I did not make this transaction. I contacted the customer service number -- XXXX that was on the back of the card to report the fraud.
Below are the details of the phone call with representatives from InComm Financial Services , Inc at the XXXX number.
It took ~10 minutes to navigate the IVR , be placed on hold, and then connected to an agent.
FIRST CUSTOMER SERVICE AGENT DISCUSSION - I explained that I purchased a card that had been fraudulently used. I provided my name [ 3 times ], the card number, the date that I purchased the card, and the date that I attempted to use the card. I also provided the date of the unauthorized transaction.
- The customer service agent asked for the balance on the card, which I provided.
- The customer service agent then checked the balance of the card and verified that it was {$0.00}.
- The customer service agent asked why I was calling. I explained that I purchased a card, had not used it, and that there were no funds available.
- The agent mentioned that she was raising a case and that she would put a " hold '' on the card. I asked for the case number.
- The agent stated that she needed information from me to create the case, and asked for my name again. I provided my name.
- I was then asked for my birthdate, which I provided.
- I was asked for my drivers license number. I communicated that it seemed like fraud and asked to speak with a supervisor.
- The agent communicated that they needed to collect information.
- I asked to speak with a supervisor 3 times. The agent informed me that the supervisor would tell me the same thing.
- I asked to speak with a supervisor for a 4th time.
I was then placed on hold for ~20 minutes.
SECOND CUSTOMER SERVICE AGENT DISCUSSION [ w/ XXXX ] - I provided my name and explained that I was calling because a gift card that I had purchased was fraudulently used.
- XXXX asked for [ and I provided ] : the card number, the long 2-digit number on the back of the card, my name, date of birth, email address, phone number, store where I bought the card, and my address.
- XXXX explained that I would need to provide a copy of my drivers license, a copy of the purchase receipt, a copy of the card.
- XXXX provided the case number an email address [ to send the requested information ]. - He advised that I would receive an automated response 24 hours after submitting the information, if not, I would need to contact the customer service number again.
- XXXX set expectations that research would begin after I sent the requested information and that it could take up to 30 days to resolve the issue.
It seems unreasonable that : - My drivers license number would be required to investigate and resolve the issue.
- It took 61 minutes to get a case number.
|
| 09/25/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
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On Monday XXXX XXXX, XXXX I purchased a prepaid XXXX vard called XXXX from XXXX at XXXX in the amount of {$110.00} plus {$4.00} fee for a total of {$110.00}. I attempted to use the card and it would not work. I then called the XXXX toll-free number on the back XXXX and I was not able to obtain a balance. I was transferred to a live agent, XXXX operator ID # XXXX and was told the card had not been activated, despite the retail receipt saying " ACTIVATED '' and the XXXX cashier XXXX indicating that the card has been activated. This identical issue happened to me on again on XXXX XXXX, XXXX, approximately one month ago. The point of this complaint is to indicate a systmatic racketeering scheme concocted by Incomm Holdings and the XXXX Credit card company. The overwhelming majority of consumers that purchase these prepaid cards are low-income Americans, usually using the cards to pay bills online, which is what I use these cards for as well. I believe that Incomm Holdings specifically relies on the income from prepaid cards that are not able to be reclaimed. Incomm 's process requires a customer to send over a copy of their ID, the packaging, the front and back of the card. Most people throw away or lose the paper copy receipt from the retailer, as anyone who has ever purchased something from a store can attest ( such as 12 jury members for example ). Additionally, low-income Americans are statistically not likely to possess the necessary picture ID that would be required for having access to these funds from Incomm Holdings.
" Lower-income individuals are less likely to have photo ID. Twelve percent of adults living in a household with less than {$25000.00} annual income lack photo ID, compared to just 2 percent in households with over {$150000.00} annual income. http : XXXX '' My words are not alone, as other consumers complain of the same exact issue if you simply XXXX " incomm holdings complaints. '' For example, one user mentions " XXXX XXXX, XXXX - I purchased a {$500.00} - - gift card on XXXX from -. The card was subsequently lost and I could not find the receipt with the - digit identifying number and so I simply accepted it as a loss and moved on. '' Which backs up my point that most consumers lose their receipt, even for a {$500.00} gift card.
This being the second instance happening to me one month apart is indicative of a larger, systematic problem on Incomm 's behalf. Additionally, this company has a marketplace monopoly on this industry, as there are no other prepaid cards that can be purchased from any other company. In fact, on XXXX XXXX XXXX, XXXX XXXX revealed that Incomm Holdings would be acquiring XXXX 's prepaid businesses, further solidying their stranglehold of the prepaid card marketplace. ( http : XXXX ) I sincerely hope the CFPB and related consumer protection and federal agencies open an investigation and audit of Incomm Holdings and their sources of income. I submit that their findings will reveal systematic racketeering of consumers through the purchase and non-usage of prepaid cards as sold in America 's top retailers. This is a gross misuse of public and consumer trust, and the only purpose of this complaint to is to put an end to the corporate abuse of consumer 's hard earned money.
|
| 09/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
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|
Web |
|
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This is a My Vanilla prepaid reloadable XXXX XXXX Credit Card. All my inquiries have been made to My Vanilla customer service at XXXX.
The following events are in chronicle order as they occurred.
On XX/XX/22. I called My Vanilla customer service phone number to report my card lost and to receive a replacement ASAP. The representative I spoke to stated that I will be receiving the card replacement w/in 5-7 business days by mail. In addition, there is a {$6.00} fee for a replacement card that will be deducted from my remaining cash balance.
On XX/XX/22. I called My Vanilla customer service phone number, as a follow-up to inquire why I have not received my replacement card by now. The representative named XXXX. Stated the replacement card was " mailed out to my address on XX/XX/22 ''. He stated I've should have received it, however, to allow a little more time to arrive. Nothing more he could do and rudely hung up. Totally disrespectful and unprofessional and after more than an HOUR wait time to even speak with anyone.
On XX/XX/22. I again called My Vanilla customer service phone number to complain about this matter and that they have exceeded the time frame, that the representative on XX/XX/22 originally stated to me in receiving my replacement card, w/my remaining cash funds on my account for me to have access and use. I spoke to a supervisor named XXXX. Whom you will see was of NO help. I explained the history in detail, as I've indicated above, to XXXX. She then proceeded to make up stories as she went along all during our conversation. She stated all the previous rep 's I spoke to were '' incorrect '' when they informed me it would take only 5-7 business days to receive my replacement card. XXXX stated it's " actually '' 7-10 business days, then changed even those days again, to 10-12 business days. Never could state a clear. accurate and honest answer. Multiple times, she would be muting me and going silent while I was speaking and asking her " hello are you still there ''? Extremely rude and dishonest conduct on XXXX part. XXXX refused to compensate and work with me to rectify this ongoing issue, due to the long and unreasonable continuous waiting time of my card not arriving at this time. I requested she expedite via overnight express my replacement card to show a good faith effort to make for all that I've been experiencing by this business and due to the fact that I have financial obligations i.e. personal bills and rent to pay that are past due. Therefore, I need my prepaid card w/my funds still on it immediately, I stated to her. XXXX declined my request. She stated I will need to continue to wait more days until the " card arrives, as it's on the way ''. I advised XXXX that this business is in breach of our agreement/terms. I received NO consideration nor empathy from this horrible supervisor, XXXX.
I believe this business is maliciously, unduly, and deliberately w/out a valid cause, withholding and blocking access to my prepaid debit visa card funds I previously reloaded on my account. Please note : This business has a history of being sued multiple times by its customers for multiple serious violations and said consumers have successfully prevailed in such lawsuits.
|
| 09/20/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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|
Web |
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I was given a {$500.00} Vanilla Visa gift card. Around XX/XX/XXXX, I discovered when the card was rejected by a vendor that the card did not have the balance I had expected. I then tried to register online with Vanilla via its website to obtain information about the card 's transactions but the card # was rejected online. Further, I called the number printed on the card, and the most appropriate recorded voice prompt/option only provided the dates and amounts of the last five charges, not any information about the entities charging, not even their names. I was able to determine that on XX/XX/XXXX, {$23.00}, was charged to my card but was unknown/unauthorized, leaving a balance of {$160.00}. Subsequently, I spent days trying to obtain information about the company or entity that charged the {$23.00}. However, the Vanilla website continued to reject my credit card #, and the telephone number did not produce a live person or the information I sought.
On XX/XX/XXXX, I called Visa customer service, spoke to XXXX who attempted to contact Vanilla on my behalf, unsuccessfully. He filed an incident report to submit to Vanilla and suggested that I call Vanilla, again, and choose the option for " stolen cards. '' That same day, I tried Vanilla, and followed XXXX 's advice. I finally spoke to live person, XXXX of Vanilla, who informed me that XXXX XXXX XXXX XXXX billed that {$23.00}, but she had no telephone # for the company. Being unfamiliar with that company, I filed a telephone complaint with Vanilla, via that representative, who explained to me that the {$160.00} left on my card will be on hold for ONE WEEK while they investigate the disputed {$23.00} and that after one week I must call an additional time to have the card activated again.
On XXXX, I called Vanilla as instructed to activate the remaining undisputed {$160.00} balance. On that day, I spoke to another rep, XXXX, from Vanilla who informed me that no investigation began, that I must report the details of the complaint to her again via telephone, and then wait to receive a written form, complete that, and return it. She then assigned # case # XXXX to my complaint and told me that after Vanilla receives the completed written form the investigation ensues but I must wait up to an additional 90 days after that receipt of the form for a decision regarding the {$23.00} charge AND the release of my {$160.00} card balance!
There is no reason to hold {$160.00} of MY funds for 90 more days while they investigate {$23.00}! Notably, Vanilla added an extra week to this waiting period by not filing my telephone complaint and not submitting the written form to me when I first spoke to its rep on XX/XX/XXXX, not to mention the days and time I spent prior to that attempting to reach them via online and telephone about the disputed charge.
I even asked Vanilla if they could just issue immediately another card for the {$160.00}, while we await the determination regarding the {$23.00} charg
e. Vanilla said no. I complain about the delay to investigate and refusal to promptly release the {$160.00} for my use- to be denied funds that are undisputedly mine for a total of over 100 days is unacceptable.
|
| 11/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Monday, XX/XX/2020 I wanted to the XXXX store at XXXX XXXX XXXX XXXX, CA XXXX and purchase a vanilla gift card w/ Visa Debit logo on card I am providing you a copy of that receipt Shows the time I purchase and the money loaded into the gift card {$65.00} at XXXX Which is XXXX XXXX in my car at the XXXX parking lot I logged into my XXXX and proceeded to do a purchase Im providing you the email showing confirmation of my order at XXXX XXXX amount {$63.00} I am providing you a second email at XXXX the payment declined and XXXX cancel My request because unable to charge the credit card at XXXX I LOGGED into vanilla gift and noticed there was a pending transaction at {$59.00} at XXXX From XXXXXXXX XXXX Pending I contact XXXX To verify and make sure incase it was their pending transaction Im providing you an email from XXXX detailing they checked the transactions on my account and couldn't find any charges for {$59.00}.
IContact vanilla gift at XXXX Spoke to A supervisor name XXXX I demand it for them two declined the payment like they did with XXXX they proceeded to tell me theyre not able to do that and that I need to file a claim I told them that is not my transaction and the card has been hacked And I told her why did they declined the payment with XXXX when that happened at XXXX in the afternoon and they went ahead and process a pending charge at XXXX XXXX over 5 hours later She advised me to contact the merchant she provided me a transaction ID XXXX and their number XXXX And the company was in Delaware I hung up from XXXX and she provided me a reference to my call XXXX I contact the merchant The recording says the number I dialed is not a working number so I went on the Internet XXXX XXXX search no such company I went ahead to contact vanilla XXXX and when I type in my account never as instructed it tells me its incorrect/invalid and I am not able to contact them because I can not bypass the system without and the card information I've been blocked I proceeded to try to go online to see buy XXXX the card information as same as the phone its not recognizing my gift card info again I'm blocked when I logged in to the vanilla gift card I screenshot the transaction but I happened to notice the money wasnt deposited until XXXX XXXX and thats the same time that pending transaction was placed I do not believe theres no such company XXXX XXXX
I also believe that this is an erroneous Vanilla gift they stole my money.
I think that is because why is that they deposit my money at XXXX XXXX? when I have a receipt at XXXX that the money was deposited at XXXX XXXX five hours later and coincidently theres a Pandiing transaction at the exact same Time?
Which tells me this is an inside job by vanilla gift.
I also provided the front of my card you can also call or even login and that does not work.
Not to mention on the backside of the card its shady because its squeue bar is incomplete??
and now my card does not exist I have no way of contacting them or even logging on their website.
this is why I filed a complaint with CFPB Since I have no way of reaching vanilla gift.
Company information : InComm, Inc.
XXXX XXXXXXXX XXXX XXXX, GA XXXX
|
| 06/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I purchased a Vanilla Visa gift card in the amount of {$200.00} on XX/XX/XXXX at XXXX and gave it to a friend. She let it sit until XX/XX/XXXX, then tried to use it and found it was defective. The card should have 16 numbers on the face but only has 12 numbers. She returned it to me on XX/XX/XXXX. I contacted Vanilla Visa by phone on XX/XX/XXXX and was told to email them images of the front and back of the card, my drivers license and the receipt for the purchase of the card. I was given a XXXX # XXXX. At the time I could not locate the receipt so I sent them my XXXX XXXX statement showing the purchase. I followed up with Vanilla Visa on XX/XX/XXXX by phone and they told me they did not receive my email and documents. I resent everything on XX/XX/XXXX. I called VV again on XX/XX/XXXX and VV confirmed receipt of my documents. VV said it would take 10 days to process and 7-10 days to receive a replacement card. I called VV again on XX/XX/XXXX ( XXXX ) and was told they are " escalating my case '', and to call back in 24-48 hours. I called VV on XX/XX/XXXX ( XXXX ) and was told my case is " in process '', has " been escalated '', and someone will get back to me in 24-48 hours. On XX/XX/XXXX I located my XXXX receipt, so I emailed the receipt, and included the images of the card, copy of my drivers license and the XXXX XXXX statement again. I included my Case #. I called VV on XXXX ( XXXX ) and was told it will take a new 10 days to process and 7 days to receive replacement card. I called VV on XX/XX/XXXX and they ( XXXX ) confirmed receipt of my documents. XXXX said my " case was elevated in XXXX '', " wait for a couple more days '', and then XXXX disconnected the call. I called VV on XX/XX/XXXX and was told my case is in " working status '', they are " investigating my case '', " no update yet '', " call back in 24-48 hours ''. I called VV on XXXX ( XXXX ) and was told my case is " still under investigation '', they are " researching '', " putting my case on priority - filling out a form on my behalf ''. He said I will " definitely receive an update in 24-48 hours ''. To date I have never received an email nor a phone call from Vanilla Visa. All communications have been initiated by me, and every phone call requires a 30-40 minute wait on hold until a live person answers. I have also reached out to XXXX corporate Consumer Relations by phone and they were no help. XXXX told me that Vanilla Visa 's gift card department will not even communicate with XXXX. Why would a huge company like XXXX be OK with that? There is something not right about it. They requested the same documents that I sent to VV but in the end I received a standard email response sending me back to Vanilla Visa. I went directly to the XXXX store where I purchased the card and although they were somewhat sympathetic they told me there was nothing they could do. I filed a complaint with the New York Attorney General and they sent me here. I would like either a complete refund for my purchase, {$200.00} ( preferred at this point ) or a replacement card for {$200.00}. There seems to be no protection for consumers in the area of gift cards.
|
| 09/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Bottom line : $ XXXX was stolen from my Vanilla ( Visa ) gift card, without my knowledge. I never used the card so other than at the time of purchase, no-one had access to the card. It had an original balance of {$70.00}. Here are the details : A relative purchased the {$70.00} Vanilla gift card and gave it to me as a XXXX birthday gift. I do not know and never asked where she purchased the card.
Unfortunately for me, I put the card on my dresser, it was covered up and I forgot about it for two years. I found the card recently, and in light of a similar gift card we gave to someone else whose balance had been fraudulently used up ( ref. Case # XXXX XXXX, I checked the balance on my gift card using the www.vanillagift.com website.
I found that within a few weeks of when it had been purchased, and after I received it, two purchases were made on XXXX within an hour of each other. The two purchases were for about {$69.00} and change.
I checked my own XXXX purchases for the two XXXX transactions specified on the website for that card on that date and found that I had not made either of those purchases.
I also had NOT specified a pin to use for gas purchases or for online use. So I was surprised anyone was able to use it for online purchases.
I contacted the number on the reverse of my card and spoke to someone who said they would send me a dispute form. I never received it.
A week or so later I called the number on the reverse of my card and spoke to someone who said they would send me a dispute form within 24 hours. I never received that one either.
In trying to get back online to the website, I was told that my gift card was invalid so that I was unable to get to the transaction information any longer. The second Customer Care person told me that once a card has been reported, they lock it out on the website. This is why I could no longer see the transactions associated with my card.
I called again ( a third time ) and spoke with a Customer Service person named XXXX. She verified who I was, checked my email address twice to make sure it was correct. She then sent out a dispute form immediately ( she did not pass it off to someone else ) and I received it within 5 minutes.
I completed the dispute form including this description, and all information they requested except for purchase receipts for the original card ( my relative no longer had it ) and the purchases made to the card ( I did not make those purchases so I have no receipts, physical or online ). I also sent a scan of both front and back of the gift card.
I completed all of this and emailed it to the disputes department on XX/XX/2020.
I was assigned a case number XXXX and was told I would receive a decision with in 90 days near the end of XXXX.
On XX/XX/2020 I received an email containing a letter saying everything took place more than 60 days after some deadline and therefore they have no responsibility and closed the case.
This decision is unacceptable. The companys security on their cards must be extremely poor that someone can get the card number without having the card and make online purchases with it.
|
| 05/16/2016 |
No |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
this is a follow up complaint with new information, in reference to prior cfpb complaint XXXX.
i have a blog post explaining my ultimate findings here where i support my claims with both picture and video.
XXXX although incomm 's response to the prior complaint notes they have 'conclusively ' determined i 'm a participant in victim assisted fraud, and opined that i have not provided any substantiating evidence of my claims, i now provide it in my blog.
the video contains me telling the viewer what a PIN # will be, then scratching off a card to reveal it. this PIN # has never been communicated out by incomm. if that is the case, how was i able to do it? i also provide video and photos of the person who loaded my funds living in atlanta ( incomm headquarters ) and being friends with a former XXXX living in XXXX, the role of a person who would oversee a database and have the greatest ability to compromise sensitive data in it. however in this case, it was not protected at all, so anyone in the company can get to it.
what is really going on at this company?
1. employees are embezzling. i believe skeet rolling, cfo of incomm held company itc financial licenses, is aware of this in the case of a fellow victim i found, XXXX XXXX XXXX to the tune of {$2500.00}. they do n't appear to understand the scope of the issue as claimed my case had nothing to do with XX/XX/XXXX. and it may not if they know who the particular embezzler was and if it was not XXXX - but these PINs are easy to take, and they likely have multiple embezzlers. EMPLOYEES ARE EMBEZZLING, FACT.
2. per my inside contact, the PIN numbers are stored in plaintext in the database, available to all in incomm IT. i provided this person my XXXX digit numbers, and they told me all of the secure PINs. the last XXXX of my PINs are in my XXXX and CFPB complaints - but XXXX never made these formal complaints. i set up a meeting between XXXX and skeet 's team. skeet 's team has never communicated these PIN numbers out for XXXX cards. yet i have all of them. there are more that remain, should incomm like to see how the reveal in my video plays out in a court of law.
3. the division under skeet is either 100 % incompetent or 100 % obstructionist. the same model they use to determine i was a participant in victim assisted fraud claimed XXXX was as well - but with his PINs not scratched off, this is impossible ( which incomm did admit. ) this however has not caused incomm to stop using their broken model. despite XXXX 's case, and despite the how and who of the theft that occurred to me being reported XXXX/XXXX/16 to skeet and XXXX XXXX, i was given absolutely no restitution. i was still victim blamed as if a participant in victim assisted fraud.
under threat of a lawsuit in federal court a settlement has been offered, which i took. however this does not fix the problem nor has it made past victims whole. this database has likely been designed this way for years, and incomm has very likely screwed over many victims along the way who did not have the time, skill, and luck to determine the full scope of their negligence.
|
| 07/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/XXXX I purchased a Vanilla Gift Card from XXXX for money to purchase gas and snacks from the vending machine that does not accept cash. I loaded {$110.00} on the card. I have purchased the cards before and never had an issue. I checked the balance to ensure the correct amount had been loaded. The system stated I would not be able to use the card for about an hour and this was something done the merchant. I thought it was strange, but I had an appointment I needed to get to. After running my errands, less than two hours later I went to the gas station to purchase {$40.00} in gas and cup of ice. The cashier informed me the transaction was declined. I informed her that I just purchased the card and to please run the transaction again. Which she did and the card was declined again. In panic because I just got this part-time job, I called Vanilla Gift Card immediately to see what the problem was. The representative stated that there was pending transaction for {$110.00} XXXX XXXX XXXX XXXX. I informed the representative I have XXXX and didn't make such a purchase. I informed her this was my gas money to use until my first paycheck and she stated I would need to wait 3 days for the hold to drop off. I asked was there a contact number for the merchant we could call to inform them this was a fraudulent charge and she stated there was not. If I wanted to see more details, I would need to log in and see the card activity. I tried logging in and there was not.
On Friday XX/XX/XXXX, I contacted Vanilla Gift Card again to see if the charged had dropped off. I was informed by the representative that the charge posted Friday, and I will need to open a dispute. I informed the representative that I immediately contacted Vanilla Gift Card to inform them this was a fraudulent charge and the initial representative refused to assist me further stating I would need to wait for the authorization to drop off. To add insult to injury the representative on Friday stated the dispute would take 45-90 days to be resolved.
I provided the information for the dispute to be opened. Upon completing this submission, I realized a blank document was sent to me. The representative informed me that he was going to submit the dispute that evening because the information I was provided is needed to complete the screens in his system. I was already concerned about the fraud but provided, my named, DOB and address. The representative has spelled my first name incorrectly. I will upload the document and a photo of the card. I still have another card with them still active and opened and would like my credit to be applied to that card, so that the credit will be expedited back to me.
If I called and stated this was a fraudulent charge and Vanilla Gift Card was alerted, why was there not a mechanism put in place to deny the charge? This experience could have been avoided and I am still without gas money to get to work. Just a thought.
Please assist me in getting this resolved.
Thank you in advance for your assistance.
XXXX XXXX Vanilla Gift Card XXXX XXXX XXXX XXXX Exp : XX/XX/31 Code : XXXX
|
| 11/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
This time, I was sent an email at the end of XXXX telling me they were sending an electronic {$50.00} Vanilla Visa ( Incomm Financial ) but the card never showed up.
I emailed the research assistant on XX/XX/2023 and let her know I never received a gift card. She emailed me back and told me that around XX/XX/2023 they were having issues with the Vanilla Visa website. She said the website was sending multiple cards to 1 email address and none to the email addresses she had been trying to send them to.
She then sent me a {$50.00} electronic Vanilla Visa on XX/XX/XXXX. When I opened it and tried to activate it, I discovered it was already active, and the card had been drained down to about a {$9.00} balance. I contacted the research assistant again, explained what had happened and sent her a screenshot of the drained Vanilla Visa card. She sent me a replacement on XX/XX/XXXX.
The same thing occurred with the replacement card. The balance was drained to about {$9.00}. I started comparing both cards and XXXX InComm Financial, Vanilla Visa, etc. I suspect the day the research assistant was having problems on the vanilla visa website and all the cards were going to one email address, the site may have been spoofed or hacked. All of the charges on both of the Vanilla Visas I had been sent, were dated between XX/XX/XXXX and XX/XX/XXXX even though the cards had not been sent to me until XX/XX/XXXX and XX/XX/XXXX.
InComm makes it difficult to get your money back after one of these scams.
I was on the phone for over an hour trying to deal with the XXXX {$50.00} cards I was given from the study. The first customer service representative hung up on me while taking my fraud report. I had to verbally provide information for the representative to start a separate dispute ticket for each card.
This was entered into a dispute ticket form and then emailed to me for review. Both tickets had errors, so I could not electronically sign those tickets. I had to send an email notifying them of the errors and wait for the errors to be fixed before I could sign the tickets, which would then open a dispute case for each Vanilla Visa. I am still waiting for the corrections to be made and as a result, no fraud tickets have been opened.
I have seen this exact same behavior re InComm customer service and the fraud tickets, reported by other Vanilla Visa victims on complaint sites. So, InComm seems to use the same tactics to avoid accountability. I was told that it could take up to several months for them to complete their investigation. I spent hours reading about Vanilla Visa and those cards have multiple lawsuits pending against them. It seems to be well known that those cards are hacked and drained often, and it takes forever to try and recover the money if your card was drained.
Honestly, what kind of company allows these despicable issues to drag out for months without addressing them ASAP.
|
| 07/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a vanilla gift card at XXXX for {$200.00}. It did not activate. I tried to get refunded at XXXX, they told me I'd have to work with Vanilla gift card. XXXX. I submitted all the paperwork required in an email with my case number : XXXX ( included a copy of my receipt, gift card the front and back, driver 's license ( along with change of address ) Each associate listed below confirmed that all of my required documentation was received on XX/XX/XXXX. I have had to call multiple times to find out what is going on with my gift card. I have wasted almost XXXX XXXX trying to resolved this. The gift card was bought as a present for my niece for graduation. I'm so glad I checked it first.
These were the days I called : I have the original email as well that has the documentation XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) called to find out what I needed to do.
XXXX - XXXX XXXX XXXX XXXX XXXX XXXX ) called to find out process after paperwork was submitted. Thought I submitted paperwork XXXX - ( XXXX XXXX XXXX XXXX ) spoke with XXXX, called to find out if paperwork was received and found out I had the wrong case number. So I resubmitted with the correct case number.
XX/XX/XXXX ( XXXX XXXX XXXX XXXX ) called and spoke with XXXX. she said it would take 30 business days to process/research. If nothing is heard by that time an escalated email would be sent and I would hear back in XXXX XXXX
XX/XX/XXXX ( XXXX XXXX XXXX XXXX XXXXXXXX ) spoke with XXXX- it wasn't 30 business days yet was told to call XX/XX/XXXX XX/XX/XXXX ( XXXX XXXX XXXX XXXX XXXX ) - spoke with XXXX- she told me the issue was RESOLVED and a new card would be put in the mail XX/XX/XXXX. It would take XXXX days to receive it. I asked why it wasn't going to be mailed until Monday and we were " disconnected '' XX/XX/XXXX ( XXXX XXXX XXXX XXXX ) - spoke with XXXX confirmed my mailing address : However, he said it was NOT resolved and he would put in a priority email : the tracker number is XXXX and I would get an email within XXXX hours.
XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) Spoke with XXXX - ( since I hadn't heard anything ) she said it was still not resolved - she was going to put in another email- I asked to speak to XXXX - on hold for XXXX XXXX no luck, so I hung up and called back XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) spoke with XXXX she asked me to verify everything again : mailing address, phone number, date of birth, email address and she told you me that the paperwork was never received and the case is closed because the documentation was never received. XXXX people before verified that they received all my documentation.
After the last call I sent another email to XXXX asking for a resolution. That email also has all of this information along with all the requested documentation.
Not only have I wasted an substantial amount of time, the money is sitting in their bank account collecting interest. I have no idea what to do. {$200.00}, is not a small amount of money to just loose.
|
| 08/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I realized that my virtual gift card had been used to buy {$69.00} worth of items at a grocery store in a completely different state. I contacted InComm about this on XX/XX/2022 and they started a dispute and stated that it would take 45-90 days to receive a response and also stated that there was no guarantee that I'd get my funds back because it's their policy that their gift cards are treated like cash. Because of the drawn out dispute time and risk that I might not get refunded at all, I contacted the XXXX InComm responded and stated that I will be getting an expedited replacement card via XXXX
I waited the 14 days that they stated it might take and it still hadn't arrived. I contacted InComm via email by replying to my dispute ticket again. I did this on XX/XX/2022, XX/XX/2022, and XX/XX/2022. They did not respond until XXXX and actually had the audacity to ask me for a utility bill, financial record, insurance statement, medical record, pay stub, lease agreement, vehicle registration card, or voter 's registration card. This was simply to verify the address that they'd need to mail the replacement. They asked for such sensitive information when I literally gave them no information at all when I purchased the card. These gift cards can be purchased at a self-checkout with cash. So, why would they need any of the requested information just to confirm where they need to send the replacement? They didn't even ask for this when they were going to mail the initial replacement. They still have not explained why they needed " address verification ''. I suspect that it's to deter people from going through with the refund process. There's a slight chance that they actually did mail the replacement card and it just never arrived because my city name, which has to double-Ls, only had one L on the dispute form that I filled out. However, on that same form, I checked the " Credit to Original Card '' box to request a refund to my original virtual card. I didn't check the " Replacement Card ''. Also, before the rep mailed the card via XXXX she should have confirmed the address. If they actually mailed the card and it never arrived, this can be easily tracked by XXXX, and I highly doubt that it would have gone undelivered just because of the one missing L in the city name. I suspect that they're just trying draw this out and hope that I will give up. But, I will not and will also not be giving them any of the information that they requested. I responded to their email and explained the same thing. I told them where to mail the gift card and asked them to respond on whether or not they would mail the replacement without the requested info. That was on XX/XX/2022. They didn't respond until XX/XX/2022 and they confirmed that they need this information before refunding my money.
I was initially going to just follow up with the XXXX about my original complaint, but the XXXX is updating InComm 's complaints page, which has tons of similar complaints, so nothing can be submitted.
|
| 05/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
This complaint is regarding XXXX Payments.
Due to repeated problems using my card for online purchases, I decided to close my account for a Titanium+ Card I received through a Money XXXX XXXX XXXX XXXX
I phoned their customer service line in early XXXX to close my account and receive a cheque for the balance on my card. The customer service representative offered to waive the cancellation fee due to my inability to spend the money on my card. The representative emailed my request to their " back office ''.
I phoned again in late XXXX to inquire about the status of the cheque, and was informed that the account was not closed because I " refused the cancellation fee ''. I agreed to the cancellation fee at this point and requested that my account be closed. The customer service representative forwarded my request by email to their " back office ''.
Shortly before XX/XX/XXXX, I phoned again to ask about the delay in receiving the cheque for the balance on my account. They again claimed that I refused the cancellation fee and that my account was not closed. I again agreed to the cancellation fee, and this request was forwarded by email to their " back office ''.
On XX/XX/XXXX, I phoned again to ask about the delay in receiving a cheque for the balance on my account. I was told that a cheque had been mailed on XX/XX/XXXX. I confirmed my address with customer service, and they have the correct address. I requested that that cheque be cancelled and a new one sent. The customer service representative apologized for the delay and assured me that my refund would arrive within 30 days. I also asked to file a formal complaint over the delay in closing my account and returning my money. The customer service representative read back an email they had written accurately describing my complaint and sent it to the " back office ''.
By XX/XX/XXXX, I had not received either the cheque that was sent on XX/XX/XXXX, nor any subsequent cheque. I went into the XXXX XXXX location where I had acquired the prepaid card, and one of their staff contacted a customer service representative on my behalf. They learned that a replacement cheque for the one supposedly sent in XXXX had not been issued. Later in the day, I spoke to customer service in person to ask if there had been any follow-up on my formal complaint, and I was told that there had been no response from their " back office '', but they confirmed that a new request had been sent to the " back office '' earlier in the day. I asked if there were any way to escalate my complaint above the " back office '', since that seems to be where the inaction on my issue is happening. They informed me that their only point of contact with the company is the one email line to the " back office '', but they were able to confirm that the company 's name is XXXX Payments, which is based in XXXX in the United States, so I am hopeful that the CFPB has jurisdiction to help resolve my issue even though I live in XXXX.
|
| 12/21/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
On XX/XX/XXXX I purchased a VanillaVisa Gift Card from XXXX in XXXX with a face value of {$100.00}. I gave the card box to my mother on XX/XX/XXXX and we inputted the card number ( XXXX XXXX XXXX ) on VanillaGift.com and it came up " invalid. '' We called XXXX ( number on back of the card ) and reported the problem and were given claim # XXXX. The representative from the call center told us she would send us a dispute form and alleged that the funds on the card were dissipated and there was a balance of XXXX on the card. We could not understand how that could happen since the card was in its paper box until minutes before we tried to check the balance and it was alleged to be Invalid. Therefore we went back to XXXX where the card was purchased and was given Claim No. XXXX. We requested a refund since the card was invalid on purchase. On XX/XX/XXXX XXXX stated it could not provide assistance with the Visa Vanilla gift card it sold to me and directed that we contact Vanilla Visa. I completed the dispute form, attached copy of receipt, gift box and card and emailed it to XXXX on XX/XX/XXXX. Since then, I have not been contacted by anyone from Incomm and have had difficulty getting through to an agent at Incomm or anyone from Vanilla Visa to discuss the dispute. In fact, on XX/XX/XXXX, my calls to Incomm ( XXXX ) were dropped five separate time after going through the phone menu, just after I was told I am being connected to customer service. I finally got through to a representative on XX/XX/XXXX and was told my case was closed. When I pressed the agent for a supervisor to speak to, she said that there was no one from " our back end office '' and that Incomm is a call center that is in the XXXX with thousands of representatives. The representative put me on hold for several minutes and came back and said my dispute is still being " investigated '' and that I have to wait 45-90 days before an investigation is concluded. She explained that there are " thousands '' of claims like mine and that I had to be patient. I asked who was performing the investigation and she said their Incomm office in Georgia. She could not provide me with a phone number of anyone I could contact in the Incomm Georgia office or from Vanilla Visa to discuss my dispute. The VanillaGift card states on the reverse side that for customer service, refunds, go to Vanillagift.come but when you go to that web site there is nothing that allows you to submit request for reimbursement. If you have a dispute, the only recourse that is provided is to contact the Incomm call center in the XXXX and get the run around.
It appears that the VanillaVisa is selling unauthorized Vanilla Visa cards and making the dispute process so onerous that most people just give up or don't bother to pursue their reimbursement and if they do, Vanilla Visa profits from the funds during the long period of dispute. This sounds like a real fraudulent scheme that should be pursued.
|
| 12/12/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/19 I loaded $XXXX onto a Vanilla Visa prepaid card at a XXXX XXXX in XXXX XXXX in XXXX XXXX XXXX. I was given an Electronic Card Activation receipt and told the card was loaded with the $XXXX and was activated and ready for use. Shortly thereafter, I attempted to go to Vanilla Visa's website to check the card balance and received an "Invalid Card Number" error. I tried again a few times and kept receiving the error. I called the customer service # listed on the back of the card and a representative told me that the card was blocked and had already had a "case opened" on it. After arguing with the representative that I just purchased the card and didn't open a case, I hung up the phone and went back into XXXX XXXX. The manager handed me a print out verifying the transaction with the vendor (Vanilla) and that they had received the $XXXX.I called Vanilla's customer service again and after a long time on the phone, was told by the representative that I would need to email in documentation including my identification, the receipt for the card purchase, and the front and back of the actual card. I was given an email address to send it to and a case number of XXXX to reference. I immediately sent in all of the requested documentation. After the documentation was reviewed, I received an email from Vanilla telling me they'd need to mail a new card to me but the address on my ID didn't pass their "address verification" even though that address is verifiable, is on my ID, and numerous other documents. They asked me to either call in to verify my address, or to send proof of address. I called in and was told that the only way I could verify my address was to send in a document verifying my address with my personal name on it. Given that most everything I have is in my personal XXXX name as far as utility-type bills (i.e., cell phone, bank statements, etc.), I sent in a copy of my insurance card which clearly displays my name and address.After 4 days (XX/XX/19), I emailed them again to follow up and asked what the status of mailing the new card was. I received no response. I waited another 2 days and asked, once again, for an update and have received no response. In my final email (XX/XX/19) to them I told them that I would file a complaint with the CFPB if I did not hear back from them and have a resolution to the matter by the end of the business day. I received no response.These people took $XXXX of my hard earned money on the night of XXXX XXXX and have since gone unresponsive and have refused to return my money to me. I would like my money back and to have a record of my complaint made public for others to see if this happens to them. There is some sort of fraud being committed here because the card was blocked after I loaded the cash, but before I could use it, and I verified my purchase and provided all requested documents, and they still have not returned my money to me, and its been 2 weeks.
|
| 01/27/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I called Vanilla Gift Cards XXXX XXXX XXXX XXXX XXXX, on XX/XX/2021 at XXXX, my call lasted for about 16 minutes. I spoke to customer service regarding a scam that I was apart of involving their gift cards. I explained that a person hacked my bosses email address and pretended to be him and instructed me to purchase 5 gift cards all {$200.00} each, totaling {$1000.00}. The customer service rep was a women but I did not get her name. She then asked me to read all of the cards off to her, and then told me some of them were not used yet. I asked her if she can stop the cards from working and she literally told me there was nothing she can do. Which I find strange, because if you lose a giftcard they are able to stop the funds on a lost card and send you a new card, but she somehow couldn't do the same for this. So, I literally had to watch the scammer just use my money that I still could have stopped if she had done something. She then told me that a dispute packet would be sent to my email address within 10 minutes, and she provided me a case number. I asked her how long this would take to dispute and she told me 90 days. Her dispute team would have to call the merchant and that would take 45 days and then if they agreed with my case they would send me a check. In the dispute packet she told me I would be able to send the emails that this scammer sent me to help my case and then I would be able to tell them if I wanted a check or gift cards in the amount that I was scammed. So the call ended and I kept checking for the dispute packet and I never got it. I checked my spam folder as well and never got it.
So an hour later I called them back Wednesday, XX/XX/2021 at XXXX, this call lasted 17 minutes. I told the customer service rep everything again, and mentioned how I never received the dispute packet that the other CSR told me I would get in 10 minutes. She asked me to check my junk, nothing, and then confirmed my email, which I did. She then told me the packets take 24 hours to get to our email. So clearly not consistent. She asked me to read the gift cards off to her to check my dispute and NONE of the gift cards, but ONE was recorded in my file. If I even have a file. I asked her if I am disputing all of these gift cards why is only one recorded and she said they all go together? excuse my language but XXXX.
She told me after 24 hours I would recieve a packet, she went over all of my information and we hung up. Well it's a week later and I have no packet. I have messaged this companies XXXX account to get help and nothing.
They do not help their customers when they easily could have stopped the payment on the cards THAT STILL HAD MY MONEY ON THEM and she let the scammer continue using them. I am applaud that this company is still in business, they don't help you at all.
|
| 02/15/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
Servicemember |
|
I 've been online for months on months, shopping around at different dealerships, auto sales places, auctions looking for a car. I do n't have a car or any XXXX family around, all are 2 hours or more away from me. I have been back and forth with my parents about getting a car so that I work and graduate from school. I finally saved up money and came to an agreement with my dad and he put up some money as well for me to get a car so I can get to my 40 hour a week XXXX and my XXXX hour a week job so that I graduate and pay all my bills. I have day in and day out doing the best I can trying to live right working full time, going to school full time, still trying to have life riding the bus depending on my friends for a ride. How stupid could I have been ; but I 'm so tired and I 'm desperate. I was taken advantage of I saw a post online on XXXX for a car and I responded. I got all the information and details and pictures of everything. The terms and conditions were sound to me, too good to be true as I came to find out. From the conversations I had with this person to the research I did on their XXXX page and XXXX XXXX I felt secure. I held up my end of the deal and followed the instructions given to me to provide payment via XXXX. Thinking back I was n't thinking straight I was n't thinking at all. I was told my payment confirmed and went to check and make sure that it still had n't been taken because that was n't the deal until I received the vehicle. I was instructed to wait for more information on the delivery and was told that I needed to provide more money to insure my delivery. My worst dreams were realized I immediately called XXXX who gave me the run around I eventually found out I was a victim of fraud. Hung up and immediately called the card company and was then told that the cards were as worthless as lost cash. After begging for their help I was told that the cards were used to purcashed items from XXXX and after cutting the cards off filing fraud theft stolen I cried and cried and cried some more. Then I called XXXX and spoke to the unknown charges department and they found the charges and were able to freeze the charges close the accounts. They told me to contact the police, contact my card company I did both and went back all the way to where it started contacted XXXX, XXXX, my dad, XXXX, XXXX XXXX XXXX, XXXX XXXX. I needed to make sure I covered all my bases notify everyone gather all my information for disputing these charges and getting my money back to me. A process I was told could take up to 60 days or longer. Perfect timing it 'll be time for me to be finishing up my internship with exactly enough hours and hopefully graduating. Pray for me. Please help me bring whoever did this to me to justice this is not right they ca n't get away with this.
|
| 05/01/2017 |
No |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
On XXXX XXXX XXXX , I purchased a Reusable PayPal MyCash C ard ( PPMC ), with a value of {$500.00}, for a {$3.00} purchase fee. I visited paypal.com/cash, per the card instructions, to load the {$500.00} to my PayPal account. After entering the PPMC PIN and providing my PayPal account login credential s, the website returned a " My Cash Error Code = 203 '' ( see atta chments ). I immediately called the customer service number at XXXX . The customer service representative ( CSR ), op ened a ticket ( # XXXX XXXX to have the issue investigated. The CSR requ ested I send a photo of my driver license with th e PPMC, and the purchase receipt to XXXX XXXX XXXX '. I sent the requested documentation on XXXX XXXX XXXX , asking for an email response with confirmation the email and attachments were successfully received. I did not receive a response. From XXXX XXXX through XXXX XXXX XXXX ( 11+ weeks ), I ca lled PayPal at le ast 2 times per wee k ( ~25 times ) to inquire about the status of my ticket. The first response was the error could not be resolved and I would be issued a refund. The next set of CSR respo nses was to refuse to send a refund check to an XXXX XXXX XXXX XXXX ( AP O ) address, claiming PayPal does not ship to International addresses. I informed PayPal this is not th e first time I 've had this problem, and on the previous occurrence ( previous ticket # XXXX ) PayPal mai led a check to the very same address I provided for this ticket. Sometime during the first week of XXXX XXXX , a CSR agreed that a refund would be issued and sent to my APO address. From that point to the present, each time I inquire about the status of my ticket I receive the same response. " The refund is being processed and the check will be mailed in 7-10 days. '' By the end of XXXX XXXX , no refund check had been sent and the CSRs stated, the " Compliance Department '' was responsible for issuing checks and this department can only be reached via email. Each CSR apologized for the delay and stated they would send an email to the " Compliance Dep artment '' asking for them to send me an update on the status of the refund check. I never received any updates. Beginning in XXXX XXXX , I demanded to speak with a supervisor. I explained the delay and my frustrations with the unresponsiveness of the " Compliance Department. '' The supervisor ( s ) told me they would send emails to the " Compliance Department '' marking my ticket as " High Priority. '' They also requested updates be sent to me via email. I was told this exact same thing, at least 6 times in the month of XXXX . My refund check has not been sent and I have never received any updates.
|
| 12/13/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX XXXX via the XXXX Network ( XXXX XXXX ) issued a {$400.00} retail card funded by the XXXX Temporary Risk Corridor Program in XX/XX/XXXX. I activated the card, but the mailer I have kept did not indicate an expiration date, nor did the XXXX site mentioned and listed on the card. The website showed the expiration date as XXXX/XXXX/XXXX, and I also called XXXX, and they confirmed this was correct. I have not yet been able to use the funds, and checked the website XX/XX/XXXX to find a new banner since the last time I checked the website saying all cards had expired XX/XX/XXXX, and the funds were zeroed out, status : Closed - Member is no longer eligible. I called again to be told the program was " retired '' and I would have to call after XX/XX/XXXX to receive a refund check via mail. The agent said mailers were sent out to explain the program was retired, but did not say when, and I am certain one was not sent, as I have USPS digital tracking on all mail. A separate FAQ was created on a separate XXXX page that now mentions the expiration date, but this was not mentioned by any document or communication prior. I feel XXXX did not mention the expiration date in the mailer, misinformed of the expiration date when called, and the expiration date show as XXXX/XXXX/XXXX on the XXXX site to mislead customers, and now many of us have lost these funds because of it. I feel XXXX issued the funds on the cards with this intention, and with the intention to retain the funds. On XX/XX/XXXX, the XXXX complaint respondent, XXXX XXXX, provided no additional information, could not answer any questions regarding the matter, and offered no further resolution, other than continued follow-up at an undetermined date. She had decided her responsibilities were only to confirm mailers had been sent out in XX/XX/XXXX, after XXXX had changed the terms from no expiration date to expiration on XX/XX/XXXX, and to confirm that refunds would be issued after XX/XX/XXXX through an unknown process that may or may not require further contact. I feel she had no concern or interest that XXXX had violated the federal XXXX Act, requiring a minimum of 5 years before expiration of retail cards. She indicated she had forwarded my concerns to their compliance division, but provided no other details or contact information. Again, I feel XXXX intended to retain a portion of these funds through a process of misinformation, change of terms, and failure to communicate recourse to its customers. A total of {$200.00} XXXX was provided by the XXXX Temporary Risk Corridor Program for these retail cards, and now an unknown number of customers and unknown total amount has not been provided because XXXX has " retired '' the program.
|
| 04/07/2016 |
Yes |
- Prepaid card
- Gift or merchant card
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Web |
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I received a XXXX gift card as a birthday present. Upon use of this XXXX gift card for {$150.00} the card was declined. I called the number listed on the back of the card and spoke to a representative who proceeded to tell me she was unable to find the card number. I then provided the serial number from the back of the card and she did pull up my card. She then proceeded to tell me she was sending me a replacement card and I would receive it within XXXX14 business days. I requested expedited shipping and this was not offered or provided. I requested I speak to a supervisor and during the extensive hold she placed me on the call was answered and immediately disconnected. I then called back and proceeded to speak to another representative who stated she was " resolving my issue ''. She confirmed the card had been sent and stated it would only be up to 10 business days and requested I be placed on a brief hold while she " resolves my issue ''. After 45 minutes of hold time with brief interludes of " Thank you, I 'm still looking into this '' ; I requested I no longer wait on hold and requested a call back from Incomm corporate. She stated this call back would occur within 48hrs from approx XXXX XXXX. This callback never occurred, I then proceeded to call them today XXXX since no callback had occurred. They then told me I need the receipt or I need the store to print the receipt that they can find in their electronic journal and XXXX of my utility bills within the last 30 days. They provided me with an email address of XXXXXXXXXXXX with a reference number. I then called the sender of the gift card and found the purchase location to be XXXX in XXXX, RI and date. I called this XXXX and spoke with a customer service representative that stated she had numerous transactions from that date and wo n't provide me with a receipt without myself or the sender being there in person even though I have the serial number and and card number. I then again contacted the purchaser/sender of the gift card and he will be returning shortly to ascertain this document. I did want to start a dialogue with you about what seems to be going on here. From my simple research on XXXX gift card and incomm I found quite a few stories all leading to essentially theft of the funds purchased. I am working the get the receipt requested but since it was a gift I did n't receive a receipt with the card. Seems their strategy is to delay and make it extremely difficult to get the funds purchased. Case after case found with a simple XXXX search. I believe their is some larger fraud occurring here. I hope to pursue this complaint through the CFPB to some resolution with incomm.
|
| 11/15/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I ordered a Vanilla VISA Gift card to the value of {$100.00} ( {$3.00} purchase fee ) on XX/XX/2021 which was sent to the recipient by email.
On XX/XX/XXXX the recipient tried to use the card for a purchase and it did not work. He contacted Vanilla Customer Service and he was told that the purchaser had to contact them directly to check the status and issue on his behalf.
On XX/XX/XXXX I called Vanilla Customer Service, who could not resolve from their end. The directions given were : If the link is not working, clear your browser history and make sure your device is not connected to any VPN connections. The link should contain all the details he needs to enter for a transaction. If he does this and it still doesnt work, he should be able to call customer service ( ask for XXXX he is the supervisor I spoke to ) and indicate that he has tried the link under the above conditions but it still doesnt work.
On XX/XX/XXXX the recipient tried the directions provided and it still did not work. He also tried a different device and browser. So he contacted Vanilla Customer Service again and they couldn't resolve the issue. After spending an additional half an hour on the call with them they were are not able to resolve the problem. In the end, he was told to come back to the purchaser whom he was told was only party that is eligible to work on the order.
On XX/XX/XXXX I called Vanilla Customer Service for the second time- they could not resolve the issue, so I asked them to cancel the card and refund the purchase amount. They provided me the Reimbursement/cancellation order # and said someone from that team would get back to me within 2 working days.
On XXXX XXXX, I still had had no contact from Vanilla Customer Service, so I called them. I went through the first line who told me that the cancellation reimbursement had not been approved and that the card was active.I went to their second-line supervisor, who told me the same. I have asked them to escalate it again, as it's clear that they sold something that did not work and that their customer service was not equipped to resolve the issue. I do not want to have to go through their call center again.
The customer support there is clearly unempowered and can not resolve issues. It's been a frustrating process for both the recipient and for me to have to call a disempowered service center on multiple occasions who are unable to resolve issues, the end result still being a gift card the recipient can not make a purchase with.
I have since looked at review sites and I'm clearly not alone in the issues being experienced : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 03/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased a two Vanilla Gift Cards {$500.00} ( issued by XXXX and serviced by InComm ) on XXXX ( see attached " receipt1.pdf '' ). When removing the packaging for one, the terms and conditions booklet had been superglued to the card ( see " glue.jpg '' ), while the standard packaging has a movable goo. This is a clear indication that the card had been tampered with. I immediately registered the card online and set a custom pin. The next day, I tried to make a purchase with the card and it was declined after autodrained XXXX cent ( see attached " receipt2.pdf '' ). I paid the balance with another card and returned home to check what had happened. The online portal showed that a charge for {$490.00} was made the previous evening. It was listed as the having been at the same store that I had just make the purchase at, which is impossible because the gift card was in home in a locked drawer and I was present at all times.
I returned to the store who said I had to file a dispute with the issuer. They made me wait 7 business days before filing the dispute in case the fraudulent charge " dropped off ''. When it didn't, I filed a dispute on XX/XX/XXXX ( see attached " dispute.pdf '' ). After the full 90 days, I received a response denying my claim ( see attached " dispute_response.pdf '' ). Crucially, they claim that the card was physically present in the store when the fraudulent transaction occurred ( i.e. the XXXX charge ) but provided zero evidence. The card was not physically present when the fraudulent charge occurred -- it was in my possession at home for a short period between when I registered the card and when to the store the next day. It was only physically present in the store when the card was declined ( only XXXX cent was charged as that was the balance on the card ).
I replied to InComm asking them to provide evidence to support their claim that the card was physically present in the store when the fraudulent charge was made ( see attached " dispute_reply.pdf '' ) They have not responded. It was now been ~3 months since I called InComm to report the fraud and I have still not received an adequate resolution. I did everything right : I immediately reported the issue to InComm and have called many times to ask for updates. After the full 90 days, InComm denied my claim without providing any evidence. I have been out of pocket for {$500.00} for over 3 months and have had to invest many hours of time trying to get access to my funds. This is very intentional behavior designed to make me ( and other customers ) give up and cut their losses.
|
| 09/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XX/XX/XXXX, I received a One Vanilla gift card with a generous balance of {$250.00} USD as a wedding gift from my brother. He had purchased the card from XXXX located at XXXX XXXX XXXX, XXXX, MA XXXX. I stored the card safely for emergency use, with no prior disclosure of its details to anyone.
However, on XX/XX/XXXX, when I attempted to utilize the card for a purchase at XXXX XXXX, I was dismayed to find that my card was denied. Immediately, I contacted the customer service helpline, seeking clarification and assistance. To my astonishment, I was informed that my card had been fraudulently used in XXXX in XX/XX/XXXX. I want to emphasize that I have never visited XXXX in my life, nor have I shared my card information with anyone.
In response to this unfortunate incident, your company initiated a dispute on my behalf for the two unauthorized transactions. I was assured that a thorough investigation would be conducted, and a decision would be communicated within 45 days.
Regrettably, on XX/XX/XXXX, I received an email from incomm team that left me deeply dissatisfied. The message stated, " We take concerns from cardholders very seriously. After a thorough review of your account and evaluation of the evidence provided, we regret to inform you that we are unable to approve your dispute. With the denial of this dispute, your case has been closed. Per the cardholder agreement and the payments network, these transactions are out of timeframe for recovery. '' My dissatisfaction arises from several critical points : 1. I reported the unauthorized transactions immediately after my card was denied, demonstrating my commitment to resolving this issue promptly. How can I be held accountable for a timeframe that I had no knowledge of?
XXXX. Card uas the expiration or XXXX.If, i have used the card in XXXX or any time, how would I have known that there was a fraud already happened in XXXX.
3. I emphatically assert that I am innocent of the transactions in question. I should not bear the consequences of someone else 's wrongdoing.
Despite my subsequent attempts to seek clarification and resolution, I have received no further communication from Incomm. This lack of response has only added to my distress and frustration.
I implore you to help me reconsider their decision and conduct a more thorough and fair assessment of my case. I have been left in a distressing situation through no fault of my own, and I believe it is only just that this issue is rectified promptly.
I eagerly await your prompt response and a satisfactory resolution to this matter.
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| 11/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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Web |
Servicemember |
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I am writing to file a formal complaint against Vanilla Visa and Incomm, outlining multiple instances where I believe consumer protection regulations have been violated, leading to a distressing and unsatisfactory experience.
1. Dispute Cases : XXXX and XXXX On XX/XX/XXXX and XX/XX/XXXX, I initiated dispute cases with Vanilla Visa, addressing unauthorized charges on my account. Despite providing necessary documentation promptly and signing required forms, the handling of these disputes has been marred by a lack of transparency, unreasonable delays, and unprofessional behavior from Vanilla Visa representatives.
Regulations Violated : Regulation E ( 12 CFR 1005 ) : Electronic Fund Transfers Failure to promptly investigate and resolve reported errors or unauthorized transactions.
2. Address Update Issues : On XX/XX/XXXX, I contacted XXXX to update my address from XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX FL XXXX, to XXXX XXXX XXXX, XXXX XXXX, XXXX, FL, XXXX. Despite providing valid proof of the updated address, there appears to be confusion on the part of Vanilla Visa, as indicated in their email on XX/XX/XXXX.
Regulations Violated : Regulation E ( 12 CFR 1005 ) : Electronic Fund Transfers Failure to update account information promptly and accurately.
3. Refund Status and Documentation Requests : On XX/XX/XXXX, I was informed that a check was sent out on XX/XX/2023. However, as of XX/XX/XXXX, I have not received the refund, and there have been repeated requests for additional documentation.
Regulations Violated : Regulation E ( 12 CFR 1005 ) : Electronic Fund Transfers Failure to provide timely refunds for unauthorized transactions.
4. Unsatisfactory Customer Service : I have encountered unprofessional behavior from Vanilla Visa representatives, including being hung up on, given an attitude, and conflicting information about the status of my cases.
Regulations Violated : Unfair, deceptive, or abusive acts or practices ( UDAAP ) under the Dodd-Frank Wall Street Reform and Consumer Protection Act.
This entire experience has left me deeply dissatisfied, and I firmly believe that the outlined actions are in violation of established consumer protection regulations. Enclosed with this letter, please find the relevant supporting documentation.
I kindly request the Consumer Financial Protection Bureau 's intervention to facilitate a fair and timely resolution to these matters. Your assistance is crucial in ensuring that consumer rights are protected.
Thank you for your attention to this matter.
Sincerely,
|
| 01/23/2017 |
Yes |
- Bank account or service
- Other bank product/service
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- Using a debit or ATM card
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Web |
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Hello, I purchased a XXXX Prepaid Visa debit card at XXXX on XXXX XXXX, 2016. Then I paid for a value of {$500.00} to be entered into this same card - payment was not w/ another credit card or a cheque but w/ cash. The XXXX clerk who sold me the card, said my card was activated as she handed me my receipt & the receipt also states that the card was activated.
However, I think less than an hour after buying this card, I tried to use it - but the card did n't work. Seeing that my card did n't work, I went to XXXX to get my money refunded, only to learn that they would instruct me to call a toll free # XXXX. When I called to get a refund, I was told ( I think this was less than 2 hours after I bought the card ) I would have to scan & then send a copy of : the purchase receipt for the card, a copy of a utility bill w/ my name on it, my passport, a letter stating I want a refund, as well as front & back pictures of said card to I believe their Fraud Department, which I would eventually do, exclusive to the copy of the utility bill. Further, I was informed it would take at least 1 month for my refund cheque to be sent to me ... that 's it would take 1 month to get my money back from a simple cash transaction & I would still be getting a cheque at that.
I 've sent this company all the required scanned copies of what they 've requested, except a copy of a utility bill w/ my name on it because I do n't have XXXX. I 've been in contact w/ this business via their toll free number & XXXXXXXXXXXX but The last email I received from them was XXXX XXXX, 2016.
My case number for this matter that the firm assigned to me is XXXX & an earlier number they gave me is XXXX.
I 've been directed to these websites : XXXX XXXX : XXXX? XXXX The reason I 'm contacting your office is twofold : I would like a complete refund for this card which I 've never used to make a purchase - which has never worked - that still has {$500.00} credited to it. Furthermore, I 'd like to file a consumer complaint against this company as well as XXXX, as they provided me no warning for the possible pitfalls in purchasing this debit card.
I 've now waited more than 4 months trying to get a refund, spending hours writing emails, paid money making phone calls contacting them, etc. Given that this is a matter of an ordinary cash transaction, this has become quite simply - the most disgusting experience I 've ever had w/ a company as a consumer in my entire life, anywhere in the world.
Could you assist me?
Regards, XXXX XXXX
|
| 05/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
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I was gifted a {$100.00} virtual Vanilla gift card from my boss via company email for XXXX XXXX on XX/XX/XXXX. I never used the card, primarily because I didnt know how to redeem it. I recently went back to this email and clicked the link included and found that there were 2 transactions against this card totaling {$88.00} that I did not originate or authorize. I called Vanilla customer service and was told that they would be willing to re-issue a new card for the remaining {$12.00} balance and that they would investigate the charges but would likely not be able to recover the stolen funds.
I understand that gift cards are like cash and therefore, limited recovery is available if lost or stolen. However, my complaint is this was issued as a virtual card so in theory, no one other than the buyer ( my boss ) and the recipient ( me ) should have had access to the specific information on the card. Therefore, assuming this company took even precursory precautions to insist that all information from the card be included for a successful transaction, the fraud would have been detected when the perpetrator wouldnt have known the CVV or who the card was issued to. The other problem with the position the company takes is the loss was not the result of any act or omission on my part nor on the part of the original buyer of the card. We know that since neither of us has so much as looked at the card or the account since XX/XX/XXXX. So therefore, the account number and security information must have been stolen from off of Vanilla systems or due to lax policies and procedures at Vanilla regarding customer data and fraud detection. And yet, their position is that they are not responsible in any way for the loss they caused. Astounding.
Obviously, I dont expect this to result in any further communication or recovery but I do think it is worth my time to open a complaint in the event that enough of these kinds of complaints might eventually lead to better regulation and controls being put in place around this industry and their products. I will also be forwarding the complaint to the CFPB for their investigation as well. And finally, as someone who has never purchased a Vanilla gift card and has had only one experience with the company and its products, based on what I have seen here, I would never purchase one of their products unless or until the proper regulatory framework is put in place to ensure that even basic protection of customer data and fraud detection is mandated.
|
| 06/20/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
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Web |
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On XX/XX/XXXX, I attempted to make a purchase online and I realized I didn't have funds available. I immediately contacted XXXX XXXX and reported that I didn't authorize any transactions done on my account. They told me they had immediately put a stop on my account and a hold on both pending transactions in the amounts of {$52.00} transaction # XXXX and the second of {$310.00} transaction # XXXX. They told me to call XXXX which was where the pending transactions were from, to put a hold there as well. XXXX did their part and held the transactions. XXXX told me they would refund me my money within 2-5 business days. The days passed and there was no refund so I called XXXX XXXX and I asked them if they had received the funds and they stated that they had not. I called XXXX once again and they said that they had already placed the funds in my account. I called XXXX XXXX once again and asked them to send me a new card so that I could see when my funds were going to be deposited since they had canceled the one I still had. When I received the card I saw that XXXX did not send me my funds. I called XXXX and said I hadn't received my funds even though I had already received my new card. They stated I had to speak with their manager and so I did with a translator and he told me I had to file a dispute with XXXX XXXX in order to receive my funds. By this time 2 months had already passed. XX/XX/XXXX XXXX XXXX said they would send me an email so I that I could file my dispute online, but I never received it. I call them and tell them I had not received the email and they stated they would resend it. I received that one XX/XX/XXXX and fill it out and send it by mail. 15 days later I receive a letter dated XXXX XXXX stating that they have completed their investigation and that my claim was outside of the recovery effort timeline and that I no longer had a right to recovery. 6 days later on XX/XX/XXXX I receive a check from them in the amount of {$5.00} which was my remaining balance. I call them and asked why had they canceled my dispute and they said that there was absolutely nothing they could do for me. They insisted I call XXXX and ask for my funds back. So once again i go ahead and call XXXX and they tell me that they do have my funds, but that they need XXXX XXXX to send them my dispute to refund me my funds. I called XXXX XXXX for the last time and told them what I was told by XXXX and they said they couldn't help me. So now i'm here after this whole run around.
|
| 07/27/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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I filed a dispute in XX/XX/2023 to Incomm Payments about funds on a giftcard that was purchased in XX/XX/2023. Before I was able to use the card, the card was comprised. Incomm denied me 3 times on XX/XX/XXXX at XXXX, XX/XX/XXXX at XXXX and on XX/XX/XXXX at XXXX ( please see attached documents ). They stated that funds could not be recover and my case had been closed. I filed a complaint with CFPB on XX/XX/XXXX about my concerns with Incomm Payment to resolve the issues of services that were not rendered.
On XX/XX/XXXX I received several responses from Incomm Payments ; 1. The email/voice message that they stated I received was not true. I did not receive any communication about attempts to recover any funds. They stated in their response on XX/XX/XXXX, they do not have any chargeback rights to attempt to recover funds from XXXX on my behalf. If this is a true statement, then how were they able to received the {$33.00} back from XXXX?
2. Incomm Payments stated that the card has a Cardholder Agreement regarding Lost or Stolen Cards, the consumer 's Liability for Unauthorized Transactions, well how will the consumer know about this information if the information is inside the sealed packet? Once the card is purchased there is no refund. Please see attachment.
3. Incomm Payments stated that they place a great deal of importance on customer satisfaction and want customers to have a Positive Experience with their product. According to XXXX XXXX XXXX, Incomm Payments has had 902 Complaints in the past 12 months and XXXX in 3 years in the same matter as my dispute. These are consumers that had to go through extreme measures, as I have, of filing a complaint seeking recover of loss funds. Please see attachment.
Incomm Payments has mailed me a {$33.00} Giftcard that was received on XX/XX/XXXX, but failed to rendered the full refund in the amount of {$130.00}, funds that were purchased but never used by me, the consumer.
All major companies have Insurance to cover their losses, where is the consumers protection when their not given the services that are paid for.
I'm seeking full refund of {$130.00} for the gift-card that I purchased with no funds on it. After doing a investigation myself and the purchases were made in another state, I'm still puzzled on why InComm Payments refuse to refund my full amount of {$130.00}.
If I do not receive a full refund of {$130.00}, I will be seeking Legal Action from InComm Payments for their unfair business practices.
|
| 01/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
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NAME OF THE COMPANY : VANILLA GIFT I was gifted a Vanilla Gift Visa Prepaid Card with 400 dollars ( attached as proof of evidence ) by my aunt as a gift for my wedding in XXXX, the date of the event was XX/XX/XXXX and the card was given to me the next day. I did not open the card because I knew that it was only valid in the U.S and I waited until I was in the country.
A few months past until I finally arrived to the U.S, the specific date was Saturday, XX/XX/XXXX ( Attached the flight tickets as proof of evidence ). After 6 days of my arrival, I opened the gift card and tried to use it at a local XXXX XXXX, this was specically on XX/XX/XXXX. To my surprise, the gift card said insuficient funds ; I was shocked since the card was not even opened until that moment and decided to check the current balance of the gift card in the VanillaGift.com website and after I logged in with the card information, noticed that there were already four transactions covering all the funds the gift card had available.
This transactions are the following : XX/XX/XXXX, XXXX XXXX XXXXXXXX XXXX - XXXX + {$400.00} ( the amount that my aunt added to the gift card ) XX/XX/XXXX, XXXX XXXX XXXX XXXX - XXXX - {$210.00} ( first unknown purchase, I was in XXXX at the time of it ) XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX - {$37.00} ( still in XXXX ) XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$90.00} ( still in XXXX ) XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( card without funds with this purchase and I'm still in XXXX ) All this transactions are in the registered in the balance of the card.
I immediately called the number in the back of the card, the number is the following : XXXX and dialed the numbers in the automated voice machine to speak with a customer service representative but it would leave me on hold saying that they were experimenting long waiting times. After a few minutes, the call would just drop and no answer was given. I told my aunt about the problem and she tried to call as well but no answer as expected. Been trying to contact the customer service since then, but they never pick up the phone call.
It was impossible to active the card before because we did not even open the card and a NIP was not setted. It is frustrating that it just took a month for the security of the card to be compromised and now the customer service would not even face the complain or say anything because we are not even able to contact the company.
|
| 07/31/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with overdraft
- Overdraft charges
|
|
Web |
|
|
i had a XX/XX/XXXXvanilla prepaid card that i have had a direct deposit of {$320.00} a XXXX sense XX/XX/2022 every XX/XX/XXXXi would go to aXX/XX/XXXX an withdraw {$300.00}. becauseXX/XX/XXXXvanilla would charge me XXXX cents per transactions everything was fine as far as i know in XX/XX/2022 XX/XX/XXXXvanilla overdrew my acount {$800.00} when all oi had in my acount was {$1.00} they said is was because of XX/XX/2022 they did not put a hold the withdraw butt it makes no sense because in XX/XX/2022 when my depost went in i went an withdraw my {$300.00}. that left {$25.00} in the account i did the same thing XXXX an XXXX same than then by acciendent i pulled my account up an seen someone had overdrawn a prepaid card for the total ammount of {$800.00}. when i called an asked about it they said that XXXX XXXX did not get there money for the XXXX of XXXX for the ammount of {$300.00}. an another {$200.00}. in the same XXXX they also said that XXXX XXXX did not get there money for the XXXX of XX/XX/2022 so i qustioned XXXX XXXX an they said that the XXXXvanilla did not put a hold on there money this was not my falut XXXXvanilla should have had a hold on there money but someone did not do there job they even went aganist the card agreemeet severle times they went over the 60 day priod ihave been hung up on 3 out of 5 times the bank # is no good says its disconneted they did not put ahold on the amounts that they say is overdrawn one of thre repes said i went into the bank on XX/XX/2022 an withdrew the ammounts over drawn i was not in the bank on that i day nor did or could i over draw on a prepaid card i feel someone should have contacted me about this matter but instead they waited 120 day to pay back a debdt that should have been on hold i do not feel responsiblle for this evrytime i call custermer service i get hung up on i have 4 differnt bank statments one when i seen the overdraft one after i called them an the 2 they sent me an they all 3 are differnt i feel they should stand good for the over draw because they are the ones that let this happen they broke the card agreement when they didnt hold the money in XXXX an XXXX no one noffied me me of anything being wrong when i qustioned XXXXvanilla about this matter she said would be notified in 30 to 60 days really this crazy an i do not feel responable please help me with this matter XXXXvanilla said you can not overdraw a prepaid account but yet they overdrafted me 120 days later please help
|
| 01/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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|
I purchased a 3 pack of Vanilla VISA gift cards at XXXX on XX/XX/XXXX for XXXX gifts. The 3 pack consisted of three {$20.00} gift cards and I paid a total of {$68.00} for the pack. After XXXX the recipients attempted to use their cards and they were declined as the cards have no value on them whatsoever, which was then confirmed by checking the balance of the cards using the phone number on the back of the card. I have been trying to get in touch with the company, XXXX, for weeks now via the number on the back of the card. Currently I have 1 card on my possession as it was given to my son for XXXX - the other 2 recipients are not local to me. At any rate, the hold times have been extremely long but I finally got in touch with them today ( XX/XX/XXXX ). I spoke to a representative, XXXX, who was extremely rude. The worst customer service I have experienced in a long time. She said she would open a case- I reluctantly provided her all of my personal information - information that truly I did not feel comfortable providing as I have just gotten scammed by this company ( or at least by the purchase of goods from this company ). I provided my name, DOB, address, phone, email, all of the receipt information from when I purchased the cards. However, she then asked for a copy of my drivers license front and back - that is ridiculous!!! Ive been scammed out of {$69.00} and now the company involved in the scam wants me to give them enough information to scam me again. Thats crazy! I asked multiple times to speak to a manager which she refused to transfer me. She also is requiring copies of all 3 cards which I had already told her I only physically have 1, the other 2 are over 200 miles away as they were given as gifts which turned out to be completely useless gifts. I told her I was going to file a complaint and she then said well if youre going to file a complaint then we wont be able to open a case or reimburse you. Horrible, horrible customer service! I havent been refunded, at this point they are refusing to refund without a copy of my drivers license. When I asked what exactly they need all of this information for, she had no answer other than Its required. I know for a fact it is not required to open an investigation, and would gladly send a picture of the receipt and the gift card that I do have in my possession, but I will not release a copy of my drivers license to a company thats involved in scamming consumers.
|
| 05/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
XX/XX/XXXX I purchased XXXX XXXX prepaid visa card {$500.00} from a local grocery store XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I tried multiple time to check the balance on the website but it keep saying the info I entered was invalid. I called the customer service and they told me that my account was locked by using the search engine. They were going to issue me a replacement. Before I hung up the phone, I confirmed with the customer service my balance was still {$500.00}.
Since that, I've never gotten any chance to use the amount. After 7-10 business days, I received a new card but the balance appear on the card was only {$1.00}. I login to the website and saw my card was stolen and spent multiple transactions on a website, which is not in Hawaii. I called the customer service for the issue and complained about their insecure system. They could not gave me a fast solution, instead of that, they made me wait 90 days to disputed all transactions and finally I got my new card with {$500.00} balance by the end of XXXX.
Follow the step of the instruction, I need to call XXXX to activate my card, unfortunately the same issue happened as the first time when I purchased the card. They could not verified my information I entered. I called the customer service again to complain about it. It was very frustrating after I wait for more than 90 days but I still could not use my card. They gave me a very suspicious and ridiculous reason that my {$500.00} prepaid card has {$900.00} in balance. So they have to investigated again this issue. They gave me another case number and email address to contact with, and they will response in 3 days. Very disappointed I never received the email response since I sent it on XX/XX/XXXX.
I called the customer service again on XX/XX/XXXX, they just told me the same thing that my balance has {$900.00}, they need to send it to a special team to investigate. after a few days I called back to follow up but the agent told me she didn't know about it and they tried to buck passing. I still didn't get any update from them till now and I don't think I can get my {$500.00} back just by calling them. None of the agent can solve the problem. I feel this company intends to hold lots of purchasers ' money sneakily. There are also tons of complains and reviews from other purchasers who have the same issue as me.
|
| 10/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/2022 I purchased two {$200.00} dollar gift cards for a total of {$400.00} from XXXX. When I opened the Gift cards they had already been activated and had a {$0.00} balance. The funds were gone from both cards before opening them. I spoke with XXXX and they informed me there wasn't anything they could do and to contact the number on the back of the card. After opening the first card finding out the card had been active and the funds were gone, I decided I would film opening the second card and calling to check the balance. Once again, the card was activated and the balance was {$0.00}. I called Incomm Payments and explained the situation. I even explained I had Video of opening the second Gift Card and asked if I could send the Video or a link to the video so they could have the evidence. They were not interested in seeing the video. They informed me they would need to complete an investigation in order to process a refund. That could take up to 90 days. I filed a dispute for both cards on XX/XX/2022, as instructed with Incomm Payments ( Dispute case number XXXX ). I waited the requested 90 days, with follow up calls getting updates. I was assured this was just XXXX and I would be getting my funds reimbursed. On XX/XX/2022, I received any email with a letter attached notifying me that they were denying my claim and the case was closed. I tried calling but they said the case was closed and would not look into it any further. I reminded them I had video to prove the cards were activated and spent. They had no interest in the Video and insisted the case was closed.
I would like to file a complaint against Incomm Payments and have the case reopened and my funds returned. I can provide the Video footage of opening Second Gift card and seeing the balance gone as evidence. I do also feel its odd the cards had all been spent at XXXX. The same place I purchased them. I do not feel an actual investigation was done. If so, I know they would have come to the conclusion the cards had been compromised.
I Did have a case number with target but, agian they said there wasn't anything they could do. The XXXX number with XXXX is XXXX.
Incomm Payments Case Number : XXXX Card Numbers Card XXXX : XXXX XXXX XXXX XXXX Amount {$200.00} Card XXXX : XXXX XXXX XXXX XXXX Amount {$200.00} Totalling {$400.00}
|
| 07/14/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
On XXXX at XXXX XXXX. I purchased a XXXX XXXX XXXX XXXX with a balance of {$200.00} as a gift for my daughters 13th birthday ; then at XXXX XXXX. an online transaction in the amount of XXXX was charged to said card at " XXXX '' a website neither myself nor my daughter have ever heard of or would have a need to use. Upon finding this I went to the website to see what it was, had my daughter enter her email ( as it's her card ) it then came back and said no user account found ( which we knew because she didn't male the purchase ) I took a screenshot, sent an email to the retailer for suspicion of fraud and proceeded to call the customer service number on the card, except they literally couldn't provide me with any info.. Told me the card was registered to a zip code after purchase ; except immediately after my daughter and I went to thr park and she then stayed there while I went to work, not getting home until like 8 p.m. yet the card was already used before she even got home and got the opportunity to use it on herself as intended.. I was informed I had to wait for the transaction to be approved prior to filing a dispute which is ridiculous, I told them it was fraud and it should have been stopped!! So I called back this morning and initiated the dispute ; I was then told I need to wait up to 3 days to receive dispute paperwork and proceed by sending in my personal identification info, copy of reciept and card etc.. I did some research and found that this company is NOTORIOUS for this issue and having gift card funds stolen and often dispute paperwork never comes, and that it's typically a run around game till people get frustrated and just give up.. I can see that as I don't feel I was helped at ANY CAPACITY by them and now have to wait up to 90 days??? So my kid gets ripped off for her birthday gift, has to wait up to 3 months for resolution that according to reviews will likely never come!! Why is it that they're are so many reports of this EXACT SAME outcome after purchase with this company and so many unresolved disputes yet no investigation, security measures to protect consumers or any type of even attempted resolution to the situation!! I am so frustrated and angry and their customer service is a joke ; please help me resolve this an undo the theft of my childs birthday gift!!
|
| 03/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Dispute was submitted XX/XX/XXXX.
Here are the details of what happened.
I received a {$500.00} Vanilla Gift Visa Prepaid card for my wedding on XX/XX/XXXX. On XX/XX/XXXX, after returning from my honeymoon, I opened the packaging which was intact and did not look tampered with and checked the balance on the website VanillaGift.com ( I've had another issue of a VanillaGift Prepaid not being activated after purchase last year, so I check the balances of all gift cards/prepaid cards now ). When I checked the balance, there were several charges to XXXX throughout XX/XX/XXXX and several reversal batch transactions that added funds back in. The total fraudulent charges totaled {$140.00} after all the batch reversals. I called VanillaGift.com at XXXX ext. XXXX and told them about the brand new card being compromised even though the packaging was intact. The woman on the line told me she could see the transactions and reversals and confirmed the card was compromised and she would be issuing me a brand new card. I asked her if the new card would be for the full {$500.00} and she said yes and that it would take up to 30 days to receive the replacement card.
On XX/XX/XXXX, the replacement card arrived and the front of it shows {$360.00} and to activate it by going to the website or by calling ( There is no way to activate on the website either ). I called VanillaGift.com XXXX ext. XXXX and told her about my experience with the other woman on XX/XX/XXXX. She confirmed she could still see the fraudulent transactions on her end, and that I would need to file a dispute ( she told me to use this Dispute # XXXX ). She said it could take XXXX business days plus 90 days for them to complete the dispute.
By calling on XX/XX/XXXX, I had already verbally disputed ALL the transactions. I had never used the card and had just taken it out of the packaging. The woman did not give me a dispute form on XX/XX/XXXX. Only after calling a second time about the remaining missing funds was one presented.
I sent an email and a letter at the beginning of XX/XX/XXXX, and they finally responded.
Today, XX/XX/XXXX, I received an email from the dispute team saying they saw no errors. The transaction list shows fraudulent activity and batch reversals that are clear there was an issue with this prepaid card.
|
| 12/22/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
|
|
I purchased XXXX XXXX My Cash Cards on XX/XX/XXXX in CVS for {$500.00} each, total {$1500.00}. When I tried to load them to my XXXX account several days later, XXXX of XXXX cards I bought had issue to load, one of them loaded successfully. I contacted XXXX and tried to resolve this, they asked me to contact a company called InComm, said it 's their partner to handle XXXX Cash. After multiple failed attempts, I finally reached InComm, and they mentioned they will look into it. Then after several months I did n't hear from them, I contact InComm again, they asked me to send copies of my XXXX Cash Card, a bill has my address and driver 's license. After sent all my files, they promised to open an investigation and update me for the case, and gave me a case number but I never heard from them for anything relate to my case for serval months. I almost lost my hope to get my money back, then finally got hold of their customer service again, and the representative on the phone told me the case was closed, and they are not talking to me unless a law enforcement agent contact them, but she 's sure {$1000.00} on my two cards have been loaded to a different account, not mine. She keeps blaming me and said I 'm the one responsible if someone " stole '' my cards, and I told her my cards are with me, and the time when I tried to load them to my account, I was the one who scratched those cards to see the PIN, and I never shared the PIN with anyone!
After the unpleasant conversation, I did some research online, and found out I 'm not the only victim of this potential fraud. A lot of people posted online they had similar experiences. For example, one case I found on XXXX website, it 's a complaint filed by XXXX, XXXX CASE # : XXXX, it 's basically the same experience I 'm having. And he even posted on his blog of findings he had that InComm had security breach and their own employee potentially stole customer 's money.
One of his post can be found through this link : https : XXXX I strongly believe this is a systematically flaw in XXXX 's system if not an intentionally scam. Please help me to recover my money lost and investigate InComm for their wrong doing and hostile treatment towards customer, {$1000.00} is a big amount of money for me, you are my only hope!
Thank you for your help!
|
| 03/26/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I was given a Vanilla Gift Card worth {$500.00} as a gift from my employer in XXXX XXXX. I tried to use the card for the first time on Friday, XX/XX/XXXX. My transaction, which was less than {$500.00}, could not be processed, which made no sense to me. I logged into the Vanilla site using my card number and saw that XXXX fraudulent charges had been made on XX/XX/XXXX totaling {$290.00}. I called Vanilla to report the fraud. The representative advised that the card had been used in CA and XXXX of the charges was at a XXXX. The representative canceled the card - including any access to the {$200.00} remaining. I was emailed two pages to fill out with details and information, which I did. I returned this information to the dispute department and received from them a confirmation email on XX/XX/XXXX. That confirmation email ( pasted below ) indicated that I could expect resolution on this matter in 90 days or less. XX/XX/XXXX marked 90 days, and I have yet to receive any update or resolution. I have emailed the dispute department XXXX times, with not a single reply. I called customer service today, XX/XX/XXXX and was informed that no notes have been made on my file. It seems as though I have been defrauded not only via the initial theft of funds on XX/XX/XXXX, but also by Vanilla Gift Cards, who took the balance of my funds. They not only have done nothing about the stolen amount, but seemingly are content to hold onto the funds that the thieves didn't steal. This all feels like a giant scam. They have my name, address and phone number and I don't have a single name of a person there. My dispute case number with them is XXXX.
Email from XX/XX/XXXX Greetings, Your dispute packet has been received and forwarded to the Dispute Department for review and investigation. Please be advised that disputes are worked in the order they are received. You should expect complete resolution within 90 days from received date, however, most are resolved before then. If additional information is needed, you will be contacted via email.
Please include your case number on any communication regarding this dispute.
Thank you This mailbox is not monitored, any correspondence should be send to XXXX.
DISPUTE RESOLUTION TEAM XXXX XXXX XXXX XXXX GA XXXX PAYMENTS | TECHNOLOGY | INNOVATION
|
| 11/28/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
Older American |
|
In XXXX of 2016 I used a " XXXX Gift Card '' with a total value of {$250.00} to purchase a product and a XXXX service from XXXX XXXX located in XXXX, New Jersey. The balance on the gift card after the purchase and spa service was {$160.00}. I then used the card once at XXXX XXXX Jewelry in XXXX, New Jersey for watch repair in the amount of {$20.00}. This left a balance on the gift card of {$140.00}. In XXXX of 2016 I attempted to use the card to pay a portion of the cost of new eyeglasses and much to my surprise, the balance on the card, instead of being the {$140.00}, was instead {$34.00}. I was stunned because I had not used the card since XXXX of 2016. I pulled up the account history on the XXXX XXXX Gift Card website and discovered that XXXX had been deducting {$19.00} from my gift card each month for a total deduction of {$110.00}. These deductions were not authorized by me. I contacted XXXX and they claimed they knew nothing about any unauthorized deductions paid to them and that I should contact the XXXX Gift Card Customer Service Center. XXXX XXXX refused to refund the fraudulently deducted funds. I contacted the New Jersey XXXX and a few weeks later they responded to my complaint stating that they tried to contact XXXX but were told the company was out of business. That is not true. The XXXX is still in the same location and still very much in business. I contacted the XXXX XXXX Gift Card Customer Service department in XXXX and filed a written explanation of my complaint. In XXXX I received a letter from XXXX stating that they were unable to recover the funds. This seems to be a scam to me as I did not authorize the monthly deductions from my gift card and have not been back to the XXXX XXXX XXXX since XXXX 2016. Attached is a copy of the Account History showing the unauthorized deductions, the letter from Income which runs the XXXX XXXX Gift Card complaint department and the Chargeback Rebuttal Info sheet whereby XXXX states to Inc that services were rendered which is completely false. XXXX reimbursed me the {$34.00} " balance '' left of the card when it was deactivated in XXXX of 2016 but I am still owed the {$110.00} that was fraudulently deducted from my card without my knowledge or approval and for which NO SERVICES were rendered.
|
| 11/22/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Advertising, marketing or disclosures
|
|
Web |
|
|
I purchased a {$500.00} XXXX XXXX gift card on XXXX/XXXX/16 from XXXX. The card was subsequently lost and I could not find the receipt with the XXXX digit identifying number and so I simply accepted it as a loss and moved on. Recently I found the gift card stub with this identifying number and quickly called Incomm to see if this was in fact the receipt I needed. The representative was easily able to find the card with the {$500.00} still on it and I was given a reference number and an e-mail address. I was told to send a photo of my ID, proof of address, and the gift receipt and the card would be replaced and mailed to me.
I waited for a few weeks and when it never turned up I called them back. The representative then told me that the receipt was not enough and I needed to collect an electronic journal from XXXX, I had already done this once in the past but had thrown it away when I was told it was not enough and that I also needed the XXXX digit code.
I attempted multiple times to get this electronic journal, both through the local store that I purchased the card at and the corporate office. I was told the receipt would be mailed to me after i supplied the necessary information over the phone, which I did, which included the exact date and time of the purchase and the amount of the purchase. Once again I never received this in the mail either, I called XXXX and was told that electronic journals were only kept for 90 days and there was nothing they could do as I purchased the card months ago.
Incomm showed surprise at the fact there was no journal and stated they must be kept 365 days by XXXX, I tried to get it again multiple times but each representative at XXXX confirmed it was not kept that long. I escalated to a manager at Incomm hoping to resolve the issue in some other way, either through a bank statement or some other method of proof of purchase. Bear in mind from the start I was told I had already submitted sufficient information and then it turned into this fiasco.
I am hoping the CFPB will be able to help me resolve this in some other manner, as I find it completely unacceptable they have already identified this unused card with {$500.00} on it and are now telling me I have n't submitted the proper information.
|
| 02/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XX/XX/2023 I purchased a digital download of computer software from XXXX using a Vanilla XXXX prepaid XXXX Debit Gift card. the money was taken from the account the same day. I never received the promised confirmation email with the software download link and activation instructions. I called appleinsidershop.com at the number on their website, emailed their customer support and tried to chat with someone via the chat feature on their website. All to no avail. On XX/XX/XXXX I called the XXXX number on the back of my Vanilla XXXX prepaid card and spoke to someone in support. The woman told me she had processed a refund on my account and I would see it on my card on XX/XX/XXXX which is today. I logged in today and the refund was not there. I have spent over XXXX hours today on the phone being transferred from agent to agent at Vanilla XXXX and being lied to about their process, the refund status, and being denied to speak to a XXXX. I finally got someone who claims she was a XXXX. I told her I wanted to file a complaint about this transaction because I paid for it and never received it. I gave her my name, card number, and my phone number. She demanded my date of birth and an address " in case they needed to send me a check or a gift card for the disputed amount. '' I refused and told her I was not giving her any of my personal information. She refused to process my complaint. I was not asked for any personal details when I purchased this card and am not giving these people my XXXX, XXXX, or home address. I don't need or want a paper check, cash, or a replacement gift card. I need the monies refunded back to the card it was purchased on. This card does not expire until the year XXXX!
There is absolutely no reason these people would EVER need to refund {$33.00} via a paper check, different gift card, or any other means 7 years from now! Their reasoning for trying to get people 's personal information beyond name, email, and phone is absurd.
I need help getting this company to XXXX. Process a refund. I have emails proving I have contacted this merchant regarding this ; XXXX. Address the fact that this company 's staff routinely lies, misleads, and misinforms people about processing refunds for goods they have not received.
|
| 10/15/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I was given a XXXX XXXX XXXX card as a {$50.00} gift card, I never experienced this type of card before. And tucked it into my drawer for when I really needed it.
The expiration date is XXXX and on the white background above the barcode states clearly {$2.00} activation fee. I went to use it and found out it had to be registered. After submitting all information including an SSN, setting up an account, the website did not allow access to the account information.
I called and found out that the balance was eaten up due to dormancy fees.
They said its clearly written on the packaging. I asked where.
And was told to look at 4 boxes, they were black background with white and blue print. They read : monthly fee- none, atm withdrawal fee {$1.00}, transaction fee- XXXX, reload fee {$3.00}. None of which was Important since I was using as a gift card. I said it doesnt say anything about dormancy fees.
XXXX the supervisor told me it was below the boxes. I said in font size 2? Yes. She said. It is printed on dark blue background in black ink and too small for me to read even with reading glasses.
She said its not our fault you cant read it, its written there and the money is gone.
I see from your website there is a difference between gift cards and Reloadable debit cards. I never used any such thing, I have my own credit cards. I believe these cards are just legal means to rob people by their use of fees. The time of inactivity should begin when you activate the card not when the person purchases it. They offered no solace, no restoration of my {$50.00} gift and said thats the way it is.
They need to CLEARLY show there are dormancy fees on a white background with black ink that is in a font people can read. Arent there ADA requirements for information that is detrimental to the individual?
Banks are charging ludicrous fees every time you turn around and this card just highlights the abuse to people with no credit who need to use this type of vehicle. The bank sucks these poor peoples money through every legal fee in the book. For me it was the loss of a {$50.00} gift card.
The bank needs to be accountable, make their policies clear and readable. What is not readable it is false or deceptive advertising.
|
| 09/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
My fiance and I just purchased a Vanilla Visa gift card from XXXX tonight ( XX/XX/2023 ) for one of our relatives that is helping with our wedding this weekend ( we were wanting to do something nice for all the help they have given us ) We purchased the card and put {$200.00} on it. When we got it home and were taking it out of the blister pack it was in ( which was sealed ) so we could put it in the greeting card, we noticed the last 4 digits of the card number were scratched off, and also the 3 digit cvv was scratched off. So we have no way to access the {$200.00} we just put on the card.
We immediately took the card back to XXXX tonight, and were told by them that they can not do anything about that due to it being a gift card ( non returnable/non refundable ) They told us to call the number on the back of the prepaid card.
I proceeded to call the number and spoke with a representative about getting a repalcement card. They initially asked for the 16 digit card number, which i told them was not possible because the last 4 numbers and the cvv were scratched off.
She then proceeded to take my name, date of birth, address, phone number and the XXXX reciept ID #, but then also told me i will still need to send in a verification of address ID ( drivers license ) copies of the front and back of the card, and the XXXX reciept. I just dont feel comfortable sending to an email im not familiar with ( XXXX ) especially after reading quite a few other peoples experiences with Vanilla, some of which haven't received a refund going on a couple of months.
They gave me a case # XXXX, but i am still very leary about sending them any more personal info for a prepaid card.
Even after I send all of that info, they said it will take at least 30 days to invesitgate before they can possibly send a new card. This seems very shady to me, and i feel violated for them taking {$200.00} from me and holding it XXXX until they deem it ok ......
I ended up having to purchase another gift card for {$200.00} ( which we verified at the store to make sure the numbers werent scratched off ) so that we had one to give for our wedding this weekend. That was {$200.00} i wasnt planning on having to spend, so it is a bit aggravating.
|
| 11/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
We received a " XXXX XXXX '' prepaid debit card as a gift last year. I always use prepaid gift cards on XXXX to get rid of them ASAP. This one would not work on XXXX, so I attempted to " register online '' as suggested on the back of the card to rectify.
Long story short, before I knew it, I had inadvertently signed up for a more official prepaid credit card to replace the gift card. Upon realizing this, I figured I'd just use up the prepaid amount and cancel the card. Once I used the card, though, I quickly realized they charge a transaction fee, varying based on where it's used, and that the balance could fall below {$0.00}.
Since I could not cancel the card with a negative balance, I was forced to " reload '' the card again to get to a positive balance and pursue canceling the card. It was then that I realized that Serve requires *exactly* a {$0.00} balance on the card to cancel it.
The problem with this requirement is : ( 1 ) it's almost impossible to calculate how to spend it to exactly {$0.00} given varying transaction fees, ( 2 ) they also deduct a maintenance fee every few months, and ( 3 ) their phone support people offered *no* other options and don't seem honest about what's going on or how they have " helped '' you.
At any rate, after calling them multiple times, I finally got them to offer refunding my card balance by check ( via mail ) so that I could cancel the card. I have never received this check, despite calling them at least 3 times and being promised it within 10 days each time.
On top this, if/when my balance is {$0.00}, they still require that I call back separately to actually cancel the card. I have zero confidence cancellation would happen before they had chance to charge me another maintenance fee, making my balance non- {$0.00} ( and now negative! ). If true, then the cycle continues - reload, spend to {$0.00}, attempt to cancel...
I laid all this out to them on the phone. They remained unwavering to the possibility of cancelling until my balance is {$0.00}, though. Nor did they send *any* promised email verifications of my requests and/or their processing of them. ( E.g. notification of the check they were to send for the balance. ) As such, this seems a scam.
|
| 02/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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I bought XXXX XXXX XXXX prepaid XXXX from XXXX in XXXX , XXXX on XX/XX/2022 in the amount of {$50.00} each, and charged {$4.00} for each card. I sent XXXX of the cards, the one that I'm writing this complaint about, to a family member in XXXX. After activating the card, he went to use the card for the first time, and it said the balance was {$.00} ( XXXX cents ). After trying to look the card up on the XXXX XXXX website, it said the card was invalid and call customer service. After being told by XXXX, the initial rep on the phone that she needed my full name and information to look up the prepaid card, which has no name associated to it, and that she wouldn't take the rest of the card info and see what the problem with the card was, WITHOUT my full name and info, I conveyed my frustration of not wanting to give my full name until we found out why the card said invalid. She refused to continue, so I asked for a supervisor. The supervisor finally got on the line and started to help me. She took the card info, WITH only taking my first name and said the card had been used to make XXXX purchases at a computer store in XXXX for {$43.00} and {$5.00}. They said they wouldn't file a dispute without intrusive personal information that is not necessary to the situation. As I was talking about me giving verbal permission on this call to start a dispute, since the calls recorded, the call was disconnected, they hung up on me. So here I am. They were NOT willing to help me without unnecessary personal information. They were rude. When I asked for a ref # or customer service ID #, she said there wasn't XXXX. I expressed disbelief that only a first name oh XXXX is my reference to the call for future conversations. She eventually pulled a reference number out of the air it seemed, as I repeatedly asked for some kind of reference number. Reference # XXXX was given. I'm out the {$50.00} and {$4.00} fee for purchasing the card. My family member had to wait longer for me to send them another XXXX gift since the card info was somehow stolen before I purchased it. This is ridiculous to be treated in such a manner. I just want the money I spent on this prepaid card. That is what they owe me!
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| 08/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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For XXXX, I received a Vanilla Visa Gift Card from my dad. As a XXXX XXXX XXXX, I decided to wait until an emergency to use my card for food and toiletries. I opened the card months after receiving it and immediately saw two issues. When I opened the cardholder, the card was STUCK in the package. There was a piece of glue/adhesive from the manufacturer that glued the card and paper package so tight that it ripped some of the card patterns off. I had to rip the package off of the card in order to get the card out of the package. Once I got the card out, I noticed that the card was missing the last 4 digits of the 16-digit card code. Even where the pattern was ripped off the card, there are no digits near the rip, the last 4 digits are just missing. I figured that it was no big deal since the CVV on the back had not been tampered with and thought that I could still use the card for physical purchases. When I went to XXXX to purchase some necessities, my card was promptly declined. I was unable to set up a pin since I did not have all 16 digits. I searched online for the default pins and every single one was a failure. Embarrassed, I had to put everything back and immediately I spoke to my father to get advice on the situation and he did not know what to do. I asked him how much money was put on the card, he told me he did not know since he deposited the change from XXXX shopping. I asked him for an estimate he said " Maybe XXXX? '' and I asked him if he could take the card back to the merchant and get a refund. He informed me that he no longer had the receipt since the purchase was months before our phone call. I decided it would be best to call Vanilla 's customer. I called customer service 3 times on 3 separate occasions and have NEVER spoken to a human. I was sent on a loop of automated messages even though I called within normal business houses XXXX XXXX XXXX. I waited on hold forever on every single call, hoping to speak to a human, but I never did. After my last call and waiting on hold only to be hung up on, I looked online and saw that MANY people had this problem. I was referred to file a complaint with the CFPB by a user on XXXX and now I am here.
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| 04/17/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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Today at around XXXX I purchased a gift card to add to my sons XXXX XXXX. I placed {$60.00} on the card.
I got home, gave him his gift basket and we went on with out day celebrating XXXX XXXX
My son decided he wanted to waste his money at XXXX XXXX XXXX so we proceeded to the store.
We got to the register to pay for his items and only {$0.00} was approved. The rest of the money was declined.
I was confused and pulled myself to the side and checked the balance online. The balance was at {$0.00}. And the transactions showed that someone used the card for XXXX XXXX XXXX XXXX
I was furious because that was an unauthorized transaction so I called the vanilla gift card credit card customer service telephone number and the rep I spoke to tells me that there is nothing I can do and if I wish to place a claim I would have to wait until 7-10 days when the transaction shows posted on their end.
I asked why did I need to wait that long? I gave them {$60.00} and now my son wishes to spend it. and why can they check to see where the transaction happened? How it happened? And how something like this can happen? He had no answers for me but just repeating for me to call back in 7-10 days perhaps 8 days to file a claim so they can investigate the transaction. I told him if he can notate the file or request for a new card to be sent to me and to block that unauthorized transaction and I was quickly cut off by the rep when I was talking saying that he cant help me anymore and hung up on me.
How can this happen so fast? How can someone just steal the card number so fast like this and of course why did it have to happen to me.
I dont have much to give to my son and here I am having to explain to him how there are bad people in this is world robbing gold people that just want there kid to have a great XXXX XXXX and now he is going home empty handed.
I was the company to do whats right and just give me back my money so I can give it to my son.
For the company to have better customer service that doesnt lack professionalism when speaking to paying customers. To feel as they honestly would have our backs rather than a scammers back when things like this happen.
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| 11/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
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Web |
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On XX/XX/2023, we purchased the Vanilla Visa gift card because it states it can be used anywhere online and it also states online that it can be used with XXXX, which is what we needed to use it for to pay a bill. However, when we went to pay the bill XXXX needed our zip code, which is a very common thing that is needed when you enter your info online to pay a bill. We entered our zip code and it didn't work. So we looked up the Vanilla zip code and that wasn't correct either. So we called Vanilla and got a person with a very thick accent who we explained the entire situation to and when we got done he said " so you are having trouble using your card in store? '' which is not at all what we had just said. And when we got done explaining all over again, in even clearer terms he said " oh you can't change your zip code '' without even looking it up to make sure he was correct.
We had just paid {$6.00} to get this card and didn't have a lot of extra money to buy the correct card so we asked for a supervisor to make sure he was correct since he didn't seem like he knew what he was talking about. He said that the supervisor would say the same thing but put us on a hold line for over XXXX minutes and never got us to a supervisor. I'm not even sure he put us on a line for a supervisor, I think he just put us on hold and then went on to someone else.
We had to do research online to find out that it was something they used to do but now per XXXX they don't change the zip code anymore, so you can't even use this card on XXXX. So saying on the packing and online that it can be used " anywhere online '' is absolutely false advertising as if you can't even use it on XXXX, the world 's largest online retailer, then it's not true that it can be used anywhere online. Also, I understand that there is going to be a language barrier with people in XXXX, but the person on the other line should be able to to at least understand what is going on well enough to understand our predicament. This person didn't even seem to grasp the very slightest bit of English. That is not ok if they are going to be working with mostly English speakers and need to be solving problems.
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| 07/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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In XX/XX/XXXX my children each received a {$100.00} gift card via USPS mail from their aunt ( who resides in another state ). She purchased both gift cards at a XXXX store. On XX/XX/XXXX I assisted one of my children as they attempted to use their gift card to make a purchase. The card was declined. Upon researching the card 's transaction history I learned that the card was already used to make a purchase on XX/XX/XXXX in another state. I checked my other child 's gift card history and learned that it, too, was used in the same manner.
On XX/XX/XXXX I called InComm Financial Services ( XXXX ) as that company represented the card 's issuer, XXXX, XXXX. I made XXXX fraud reports for the cards ' usage. I was issued case numbers XXXX and XXXX. I was provided the email address XXXXXXXX to follow up on the cases.
On XX/XX/XXXX I emailed inComm at the email address I was provided to get an update. I received no response.
On XX/XX/XXXX I called InComm at their toll free number to get an update. I was informed that the cases had been closed out. I requested to be sent documentation about my investigation but was told that due to the length of time since I reported the fraud I would not be provided with anything.
It was only after going through the process of filing fraud reports with InComm that I learned of the rampant fraud that occurs with gift cards sold in stores. The cards are not placed in tamper-proof packaging by the manufacturer and the stores do not place them behind counters. This enables thieves to steal the gift cards, open the packaging to obtain the card 's numbers, and then return them to the store. Unsuspecting customers then purchase the cards. The thieves subsequently use the numbers on the cards which they previously wrote down and spend the money themselves. These companies and store are aware of this problem. They have done XXXX to protect consumers. They are content to collect the money regardless of how it was acquired. I feel that the credit card company and XXXX are both liable for this rampant form of theft and feel as though they should be required to reimburse each customer who was victimized by this type of theft.
|
| 07/04/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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|
Web |
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trouble ticket # : XXXX Acct number : XXXX Card ending in XXXX XXXX XXXX XXXX On XX/XX/2020, I contacted MyVanilla customer service and reported several unathorized charges from a merchant called " XXXX XXXX XXXX. '' I MEVER got a notification that these charges were being made using my card, not one fraud alert, nothing.
I was told that I needed to fill put a dispute form, which they did email me and I sent it back to them both via email and fax the very next day. A few days later I received a letter in the mail stating that my claim had been denied.
HOWEVER, 2 days ago onXX/XX/XXXX the dispute team JUST NOW emailed me saying that they had now received my completed dispute form and that it would be reviewed by the dispute team.
It had been more than 10 days and nonprovisoonal credit was issued and on top of that the information which they requested and I returned promptly, was not even reviewed.
I contacted the merchant XXXX XXXX XXXX, myself and told them about the unauthorized charges, etc. And requested that they reduce some sort of identification, which I knew that they could NOT produce because I was not the one making the purchases on their gambling site.
I have screenshots to prove everything that I am stating to be completely factual and accurate.
Incomm/ myvanilla violated regulation E. Clearly.
I have been the victim of fraud.
I should be entitled to my funds that were stolen.
During this pandemic, the worst time for this to happen, and it happened.
Now the card issue refuses to rightfully return my money to me and I cant speak with anyone via customer service that can help me out by doing anything useful for my situation.
I am SO stressed about this ....
Please help me get my money back asap.
I did not make these purchases.
My card information was stolen, the merchant can not produce ANY proof that I made these lurchaes myself, the card issuer should have issued provisional credit, and XXXX should have actually read my completed dispute form which I sent to them promptly. I gave an explanation as to how I believe this happened, merchant communications, nd other details.
This is not right or lawful.
Thank you.
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| 12/13/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
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|
Web |
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On XXXX lady called and was talking about a workshop and needed to pay a fee.
Come to find out it was scam. I reported the case to Law enforcement as the EDI of California was being used.
XXXX app phone is XXXX XXXX XXXX XXXX XXXX phone and fax is telephone is XXXX XXXX XXXX XXXX 3 cards were used with XXXX app who have a high security with XXXX and banking a deposit to verify the identity. The refund was approved XXXX and XX/XX/XXXX but Vanilla Gift card - inccom is holding on it.
This message was sent to the following 5 people : XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX. Replying to this email will notify them.Hello XXXX, Thanks for following up.Please note that when we concluded the investigation, we found out that you were eligible for a refund for each reported card. However after numerous attempts, each try gave us an error message. This meant that the card had issues which we can not control.Your case was closed as we didn't hear from you after a while we also can not keep a case open for too long. So since the case is closed, your only recourse is to dispute these unauthorized charges with Visa. Once these disputes are filed, these will enter our system and you will get your money back.Please let us know if anything is unclear.Kind Regards, XXXX & XXXX This message was sent to the following 6 people : XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX, Dispute Form Entry. Replying to this email will notify them.Hello XXXX, Thanks for coming back! There will be no action required from you since the dispute has already been filed with Visa. So what will happen is that Visa will give you the money back, you just have to wait for their advice that the money is on its way to you.Any information request or questions you have should be directed to Visa because you filed the dispute with them.Kind Regards, XXXX and XXXX Dispute Form received by Vanilla cardXXXX XXXX, XX/XX/XXXX, XXXX XXXX XXXX, me, giftdisputes Hello, I received your dispute forms. Please send the full 16 digit card number of each card you are disputing.Or, you may send a photo of the front and back of each cardXXXX XXXXDispute Coordinator IDISPUTE RESOLUTION TEAM
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| 06/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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I brought XXXX XXXX XXXX Prepaid Visa Gift Card for my sister on her birthday in the amount of {$250.00} on XX/XX/2022 at XXXX EST. I attempted 3 times to make an online purchase with XXXXXXXX for XXXX $ and the card declined all 3 times. So we decided to call customer support number on the back of the card only to find out the reason the card declined was because the card was compromised! The representative immediately admitted that the card was compromised and stated in order for me to dispute the transaction is to wait 7 business days for the transaction to post. I was so angry and confused at the same time! How XXXX did y'all let this happened??? Why do I have to wait 7 business days to dispute a transaction that was not made by me?? The card was hacked and used in XXXX XXXX New York while still in my possession in XXXX I spoke with about 11 representatives from XXXX XXXXIncomm and every single last one of them were useless! Oh & was hung up on by 3 of them named XXXX, XXXX and XXXX! Too be honest with you I'm starting to feel it's the people from the company hacking the cards. But I also spoken with someone named XXXX whom was very helpful and he did inform me once the transaction post to the card they will investigate, dispute then I will have to fill out a dispute form then send it back to them. He also mentioned a replacement card will be send out which I declined immediately. WHY WOULD I WANT A REPLACEMENT CARD, only to get hacked again? I do not want a replacement card send me a check instead & I do not understand why I have to wait at all for the transaction to post either, this burden is on y'all not me! So send me my check now! You would think XXXX XXXX the CEO, Founder and President of Incomm make more then enough to hire a tight security to protect the customers and users account information! Moiving forward I will never buy another gift card and I will be complaining to the XXXX & my Attorney of General for Pennsylvania & Georgia! I will be contacting the bank affiliate XXXX XXXX as well along with XXXX, XXXX XXXX XXXX XXXX and the other 14 companies the cards can be brought at to warn them as well
|
| 01/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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|
Web |
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We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT I purchased a {$300.00} Vanilla Visa gift card at XXXX on XXXX. I made 3 purchases : XXXX to XXXX XXXX for {$28.00} XXXX to XXXX XXXXXXXX XXXX for {$26.00} XXXX at XXXX XXXX for {$6.00}. I went to use the card in the first week of XXXX. It was at this time that I realized the remaining {$230.00} was used fraudulently. I immediately contacted XXXX XXXX, followed their steps and filed a dispute form on XX/XX/2022. I researched all of the transactions and provided them with detailed information of where/when/amount that my card was fraudulently used. I was able to recover {$9.00} of the {$230.00} from one vendor. I received a confirmation email on XXXX XXXX XXXX that my dispute ( I can provide the case number later if you need it ) was received and to allow 90 days for their review/decision. Once the 90 days was up ( XXXX ), I repeatedly contacted the Vanilla Visa customer number at XXXX. I was always getting the answer of " call back in 24-72 hours and we will have a decision ''. This never was the case. After many, many calls to them, I finally received this answer on XXXX from them : 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. Today, I received a new Vanilla Visa gift card in the amount of {$9.00} ( for the charges I got recovered ). I have not activated yet, nor do I plan to until I get a resolution on the remaining {$220.00}. On XX/XX/2, I received an email that a replacement card was requested on that date and to allow 7-10 business days. Even with the holidays, it has been longer than 7-10 business days.
|
| 07/08/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
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Web |
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On XX/XX/XXXX I reached out to the cc company to tell them my card had been inactivated. The lady on the phone told me that there was a credit from XXXX XXXX but no debit to apply the credit to so the card was inactivated for potential fraud. I was then told to email my receipts for the credit and debit to an email address. This was a recent tool rental and return so the receipts were easily available. I scanned and emailed the receipts to the email on XX/XX/XXXX. I was told to give them 4-6 business days. The lady I spoke with did not speak clear XXXX, which brings me to the next call. On XX/XX/XXXX I called again due to my card not being active so that I could check the status. I was told on that day that they did not show that they had received my documents. The man I was speaking with gave me the email address again, which was different than the original email I was given. I sent the second email on XX/XX/XXXX and was told to give them another 4-6 business days. I called on XX/XX/XXXX to verify they received my documents and to give them 4-6 business days to process. On XX/XX/XXXX my card was still not reactivated. I sent a threatening email and also called them. I was told the documents had been received on XX/XX/XXXX and that they would contact the " back office '' to expedite my card being reinstated. On XX/XX/XXXX, I called again due to the fact that my card still was not activated. The man I spoke with told me he had gotten a supervisor involved and an email would be sent demanding the reactivation. He asked me to give them 48 hours and my card would be good to go. Today is XX/XX/XXXX. My card is still not activated. I just called and was hung up on. I called a second time to be told that I needed to wait another 4-6 days. When I began to get irritated, the lady told me that there was nothing else that she could do and when the " back office '' gets it reactivated, that they will contact me to let me know. Meanwhile, it has been a month since my initial call. My stimulus money direct deposited on this account is unavailable for me to use, and I can't get anyone to help be get it.
|
| 11/08/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I was given four Visa VanillaGift cards as a gift from a client in XXXX of 2022. XXXX of the cards were fine. When I checked the balance of the other card on the VanillaGift website in XXXX of 2022, I discovered that a transaction for the full amount of the card occurred in XX/XX/2022 and that the card had a XXXX balance. I did not remove the card from the cardboard packaging until XXXX and had not used the card before that time. I assume that someone had fraudulently used the card. I called the VanillaGift customer service number on the back of the card and was told to file a dispute. I filed the dispute on XX/XX/XXXX. I called customer service several times for a progress report and was told it would take up to 90 days to resolve the dispute.
On XX/XX/XXXX, I received a letter from lncomm by email stating that the card was used on premises at XXXX and that Incomm considered the dispute to be final and resolved. Again, I did not use the card and it had a XXXX balance when I checked it on VanillaGift 's website when I removed it from the packing in XXXX.
On XXXX XXXX, I sent an email to lncomm objecting to their resolution of the dispute and asking for documentation showing that the card was used on premises at a merchant. I called VanillaGift customer service on XXXX XXXX seeking an update. I was told I would receive an email from lncomm within 24 hours. Having not received an email, I called customer service again on XXXX XXXX. I was told by the agent that the matter was final and that I had to contact the merchant to pursue the issue. I do not believe it should be my responsibility to resolve the issue with XXXX.
I asked to speak to a XXXX and was on hold for more than XXXX minutes and then the call disconnected. This was not an unusual occurrence. Each time I called VanillaGift customer service regarding this dispute, the hold times are at least XXXX minutes and several times I was disconnected after holding for more than XXXX minutes.
I've been getting the run around from lncomm and VanillaGift for 3 months and there is no sign that I will get a satisfactory resolution.
|
| 07/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
My complaint is against : Vanilla Visa Gift Card ( Incomm ) XXXX XXXX XXXX, # XXXX XXXX, GA XXXX XXXX ; XXXX ; fax XXXX XXXX On XX/XX/XXXX, my daughter purchased online a {$500.00} Vanilla Visa card as a gift to me and my husband. She received a confirming email ( att 'd ) with an image of Card No.
XXXX XXXX XXXX XXXX showing an " available balance '' of " {$500.00} '' ( att 'd ). This was a digital card -- no physical card was ever received.
On XX/XX/XXXX I attempted to use the card for the first time to purchase a $ XXXX train ticket, and the card was declined as insufficient. I immediately called Vanilla at XXXX and was informed there were XXXX prior charges commencing XX/XX/XXXX through XX/XX/XXXX that totaled {$370.00}, leaving a balance of {$120.00}. I disputed the charges and was told I needed to file a formal dispute. Vanilla emailed me the form, which I completed and submitted to XXXX on XX/XX/XXXX ( att 'd ). Further, Vanilla put a " hold '' on the {$120.00} balance -- meaning I could not use the card for that amount.
On XX/XX/XXXX I followed up with Vanilla and was told it needed 45-90 days to investigate. I requested that in the interim they send me a check for {$120.00} -- the balance on the card. I was told they could only do that if I closed my dispute. So, not only have they ripped me off for a {$370.00} they also refuse to send me the balance!
On XX/XX/XXXX I again followed up with Vanilla and was to it was still " under investigation. '' I asked if they contacted any of the vendors, and Vanilla refused to give me any information and said it takes 90 days!
Vanilla is obviously running a scam -- it is all over social media ( att 'd ). I only had a digital card, so this is not a case of data being scanned from a store shelf. Vanilla is either running a scam or has an internal problem -- either way, it is well aware of the problem and has done nothing about it.
Further, I believe XXXX XXXX XXXX XXXX, is aware of the issue and has sat by idly while hard-working people are being ripped off and they are benefiting from fraudulent charges!
I want my {$500.00}!
|
| 09/20/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I received a gift card about three weeks ago, and it has a balance of {$50.00}. The card merchant 's name is Vanilla Gift ( vanillagift.com ). I opened up the envelope that held the card, and the card number and security code were scratched off on the card. I made a phone call to Vanilla Gift customer service to request a card replacement due to the damage to the card. However, they said they could not send us a replacement card without the receipt of the card. Since I received this card as a gift, there is no way I can have a receipt without bothering the gift-giver. Moreover, they started opening the case without giving me the following important information. First, they did not inform me that I could have used this card offline if we had not started the replacement process and prematurely opened the case even when I told them that getting the receipt would be difficult to impossible, making the card unusable offline. Second, they asked for my name without informing me whether it should be legal or preferred and opened the case with the wrong name and now asking me to send them documents with my legal name, not my preferred name. The case once opened could not be closed and the card was made unusable without a receipt due to the fault of the company 's. The case number was XXXX The card packaging was not damaged, suggesting that the card was tampered before packing during the manufacturing process. After searching online, it seemed as if this was a common issue, some speculating that the company was doing this intentionally to prevent the cards from being used properly and eventually profiting from unused funds upon card expiry. The card number and security code has been scratched off in the precise location ( along with many supporting similar incidents ) to believe that this is not an accident but intentional. I believe that this kind of malpractice is an extremely serious problem, causing me to raise this complaint.
Thank you for looking into the matter. I sincerely hope that vanillagift can be held accountable for this action, and that the problem can be resolved.
|
| 10/04/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On Friday, XX/XX/2022, I purchased a Vanilla Visa Gift card in XXXXXXXX XXXX I loaded {$290.00} on it and intended to use it for our trip to XXXX XXXX XXXX. I was only able to make 3 small purchases with it all totaling no more than {$45.00}. This was due to a fraudulent charge to a clothing company in XXXX for {$250.00}. I immediately contacted the customer service number on the card and was told that I could not start a dispute until AFTER the charge was no longer pending. I asked to speak to a supervisor who told me that she could not stop the charge or dispute it until after the thief successfully stole my money. And then I would have to call back to start the dispute which could take 7-15 business days to complete. And I would only receive another card if they determined that I did not make the charge. I purchased the card in XXXX it was physically used in XXXX. The fraud was committed at a store in XXXX. So I waited for the charge to no longer be pending and called back. The employee I spoke to this time told me that I couldn't dispute the charges for an additional 45-90 days as they waited to see if the money would be returned to my card. I told them that the thief i snot going to return my money and advised him of what I was told by a supervisor the previous day. Also, since speaking with the supervisor on XX/XX/XXXX, I am no longer able to check the status of my card online nor am I able to use their automated services. The online site tells me that there was an error with the system and to check back at a later time and the automated service says that there is something wrong with my card and I would have to speak to a customer service rep. And also, when I called the second day, I asked to speak to a supervisor again and was told that one wasn't available to speak to me and that they would tell me the same thing. I just want another card issued with the {$250.00} that was stolen from me. I went through their chain of command and made several attempts to resolve this issue the way I was instructed. I'm not asking for anything other than what was stolen from me.
|
| 06/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
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XX/XX/XXXX I purchased a {$500.00} XXXX XXXX gift card from pharmacy store.
XX/XX/XXXX, a fraudulent charge of {$500.00} was put on the card. so the card has {$0.00} balance within XXXX hours of card purchase date. ( Info obtained from Incomm support a day later ) XX/XX/XXXX, Informed Incomm Financial Service and was told the card was " drained '' on XX/XX/XXXX. case number : XXXX.
The packaging was perfect when I bought the gift card, it was not tampered with. so it is most likely an insider job who can act so quickly to " drain '' the card.
It is XX/XX/XXXX today, It is almost 2 months since I informed vendor of fraudulent charge and the only communication I received was a boilerplate acknowledgement on XX/XX/XXXX after I emailed the requested form as seen below.
" Greetings, Please use this email as confirmation that your dispute packet has been received and forwarded to the Dispute Resolution team. Please be advised that disputes are worked in the order they are received. You can expect complete resolution within 45-90 days. Once the dispute is resolved, the outcome will be communicated to you via email. '' As a consumer, I am not sure how many fraudulent cases you deal with on daily basis. However, I would at least want to know whether anybody is working on my case, things like " we forwarded our dispute to the vendor and it takes them up to 30 days to respond '', or " dispute sent to vendor on such date, a follow up inquiry was sent again, etc ''. The inconvenience is not caused by consumer, but some kind of security breach in your backend system. The least you could do is NOT ignoring customer for 8 weeks without a single email, but a case update even though there is no progress.
For CFPB staff : I used to have a choice between XXXX XXXX and Incomm Financial Services. Nowadays, it seems Incomm dominate all the stores around me that left me with no choice. XXXX normally resolve fraudulent case in 30 days which also makes me wonder how come other company can work out a solution with merchant in 30 days yet Incomm requires 90 days for case resolution?
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| 11/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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Received virtual {$50.00} Vanilla Visa gift card in XX/XX/XXXX. Printed virtual gift card on XX/XX/XXXX at XXXX XXXX and kept in a locked, safe location to use toward a vacation fund at a later date with no digital copy remaining.
Attempted to make XXXX purchase on XX/XX/XXXX for {$37.00} and was notified on XX/XX/XXXX that the card was declined. The card has never been used and was in a locked location, so I checked the balance on their website on XX/XX/XXXX and saw an unauthorized charge of {$33.00} at XXXX XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX for a company I have never heard of and merchandise I never purchased or received.
Contacted Vanilla Gift Card by phone on XX/XX/XXXX and was informed that I would need to file a dispute via email with their company using dispute # XXXX. Filed dispute via email same day and received an automated response that dispute had been received and would take XXXX days.
Contacted Vanilla Gift Card by phone in late XXXX for update and was informed dispute was still in process. Received check to home address in amount of {$16.00} in early XXXX.
Contacted Vanilla Gift Card by phone on XX/XX/XXXX and was disconnected. Contacted company again same day and spoke with XXXX who stated dispute has been completed and closed and charge was found to be valid. I received no email/phone call for a follow up to the dispute or how charge could have been found to be valid. Requested all steps taken, representative 's names spoken with, and names/addresses or purchaser information that had been researched and found to be valid. Rep stated that they do not handle disputes and the only available option is to send an email where the original dispute was entered. After much back and forth, the representative put me on hold for a lengthy amount of time stating she would send an email on her end, but it would be no different that me sending an email, and then she disconnected the call without calling back. Sent an email to dispute department same day and have yet to receive any response.
Original dispute and all emails attached for review.
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| 10/28/2023 |
Yes |
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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LAST YEAR I HAD FILLED A DISPUTE FOR THE PURCHASE OF A {$200.00} VISA GIFT Card which when i went to use it the money was not there because there was some group of people going around tampering with the gift cards it was a fraudulent investigation that took place after i was denied for a replacement so once their investigation was complete they found that there was a bunch of other people that had been victim to this so so XXXX gift card services opened up a lines for those that had lost their money to call for replacement cards to the value of what was stolen but they did not call or email me to reopen my dispute and replace my amount that i had lost which was {$200.00} it took for me to file a complaint with the XXXX XXXX gift card approved my dispute after the cfpb was involved however they sent the replacement card to my old address which i have moved from that address 6 months ago by the time i found out they would b XXXX sending me this replacement card the one they sent had already been delivered when i checked the tracking number that had to call to receive they did not reach out to me and ask me if i still lived at the same address being that it was a year ago when my dispute was filed and denied I called them and told them i did not receive the replacement card as soon as i found out it was delivered to the old address and just like my experience with their customer service in the past I get no where XXXX telling them the tracking information that was given says it was delivered i called XXXX they said it was delivered and they steady telling me it will take XXXX business days before the card is delivered and that it has not been delivered when it has. This company is the worse to ever deal with is why i chose never to purchase another visa anything because if something goes wrong you will not get the customer service you deserve and the employees can barely speak XXXX. So I have to pull my last feed because they have not provided me with my replacement {$200.00} visa gift card so as of now XXXX still without my Money i lost over a year ago
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| 05/17/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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- Unauthorized transactions or other transaction problem
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Web |
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My company supervisor issued me a Vanilla Visa Virtual Gift Card worth {$200.00} on XX/XX/XXXX as a thank you for long hours worked.
I saved the email notice of the gift card for later use. When I went to make sure the funds were ready to use today by following the link in the gift card notice email the Vanilla Visa Virtual Gift Card system indicated {$190.00} of the {$200.00} balance had been spent.
The 7 fraudulent transactions that resulted in the use of {$190.00} all occurred within 8 hours of each other and follow a pattern of a fraudulent user who did not know the level of funds available on the card and therefore was making a series of small purchases until the card balance was effectively spent.
The charges started at XXXX at XXXX XXXX XXXX XX/XX/XXXX and then moved to XXXX at XXXX and ended at XXXX at XXXX on XX/XX/XXXX.
When I contacted the company, they told me that gift cards are like cash so if someone used it fraudulently there is nothing that can be done to get the funds back. This seems completely ridiculous and unfair as this was not like a physical gift card that I lost and someone found and used, but rather a virtual gift card that should have had built in protections to stop a fraudulent party from using it.
This card product needs regulation to : 1 ) Require that a name be provided at the time of purchase for whoever the user of the card will be and that an ID be provided at time of purchase with the card so that fraudulent parties can't steal funds so easily.
Or 2 ) At least require a zip code be indicated at time of purchase so that purchases can only be made in that zip code to reduce the likelihood of fraud by limiting activity in the card to a confined area in which the intended user lives.
AND 3 ) Require that the company provide notice of transaction to the holder of the Visa gift card so they are aware right away when fraud occurs rather than only find out when they go to use the card.
Fraud should not be so rampant with these gift cards, please protect consumers and implement these protective regulations!
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| 07/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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We bought an Incomm Vanilla Visa card on XX/XX/ from the XXXX XXXX XXXX. We added {$450.00} to it. Upon opening the wrapped paper made visa card, the adhesive material that held the financial information regarding the card to the card pulled off 2 digits from the card number, rendering the card unreadable and useless. XXXX would not replace the card and cancel the damaged card. I called Incomm Customer service who asked me to send required documents to their email address so they could investigate and replace my card. I was told this process could take 30 days.
I have kept very meticulous documentation regarding the times that I reached out to customer service for 2 months now, showing that they had me on hold for 30 minutes to over an hour on one occassion.
I finally received the replacement card almost two months after I filed the complaint, and when I checked the balance on the card, the {$450.00} was missing. The balance was XXXX dollars and XXXX cents. I have a snapshot of the online transactions showing that customer service removed {$450.00}. But did not return it to my new card.
Customer service has acknowledged that they made a mistake and told me to give them " 24 to 48 hours '' to return the money to my card, as they had " escalated '' my complaint, and I was told they would automatically deposit it onto the card. Now that was a week ago. They " escalated '' it twice this week and I have heard NOTHING from them. They have not called me, they have not emailed me nor texted me regarding this complaint since XX/XX/XXXX, when they contacted me to say that they were " missing a needed document '' Which had already been sent to them in the first initial email. However, I resent the whole entire email including all of the documents.
I have discovered that there is another class action lawsuit regarding Incomm Vanilla Visa, for multiple complaints like this. The 2nd one in 3 years. This sounds too convenient and I feel this should all be investigated. I will not settle for a fraction of what we applied to this card. I want every dime back.
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| 12/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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I was given a Vanilla ( InComm ) gift card with a Visa logo on it in I believe early XXXX with a {$100.00} balance on it. I tried to use the card a few months after receiving it ( approximately XXXX XXXX XXXX and there was {$0.00} balance. I looked up the transaction history on the Vanilla website and it said the card had been used for a purchase on an online gambling website ( I believe it was XXXX XXXX sometime a month or two prior. I did not make that purchase and had no knowledge of it.
I contacted Vanilla/InComm customer service and was told by the agent that in circumstances such as mine, customers usually get their money back. I filed a dispute and waited another few months. Finally yesterday, XXXX I received an email saying that my dispute had been denied because " Per the cardholder agreement and the payments network, these transactions are out of timeframe for recovery. '' There was no cardholder agreement that I was aware of since it was a standard prepaid card, and there's no elaboration on the " timeframe '' part of it. I contacted Vanilla customer service again and was told that there was nothing they could do as the case had been closed. I did email the dispute center back, but I am not optimistic about getting a response or getting my money back, since the investigation process is apparently entirely at their discretion and there's no way to call the dispute team, only email and fax.
A look at the XXXX reviews of Vanilla/InComm shows XXXX XXXX XXXX reviews describing the exact same thing happening over and over -- people purchase or are given a prepaid card only to find that its funds have been stolen by scammers. Given how widespread this issue is and the fact that probably millions of dollars have been stolen this way so far, I believe InComm needs to fix their system as they are essentially selling an expensive, defective ( often literally worthless ) product. If possible I would like to get my money back and I would like to spread the word about this scam and the company 's lack of accountability for it.
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| 07/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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Summary : Two Incomm issued XXXX prepaid cards I purchased on XX/XX/XXXX and XX/XX/XXXX were either faulty or tampered with. Incomm had promised resolution of this case within 30 days but has exceeded that deadline, and have not even responded or confirmed that they have received my case documents.
Incomm Provided Case Number : XXXX On XX/XX/XXXX : I purchased a Visa Gift card from XXXX.
On XX/XX/XXXX : I purchased a second XXXX gift card from XXXX. I opened both gift cards and noticed signs of damage inside the packaging, including marks on the cards and used sealant glue. I attempted to use these two cards at a store and the magnetic stripes on the cards were not able to be read. I called Incomm customer support at XXXX and filed a case to report the cards as tampered with. I was provided with a case number and asked to email photographs of the cards and receipts to Incomm at XXXX, which I did immediately. Incomm 's customer support representative provided a timeframe of 10-30 days for the case to be resolved and replacement cards to be mailed.
On XX/XX/XXXX : I had not received a confirmation of receipt of my email or any other contact from Incomm. I called Incomm at XXXX and asked them to confirm that they had received the requested documents from me that I had emailed already on XX/XX/XXXX. The representative said they could not provide confirmation that the documents were received.
On XX/XX/XXXX : I received an email from Incomm requesting the documents for my case. As stated, I had already emailed the documents on XX/XX/XXXX.
On XX/XX/XXXX : I resent the documents to the provided email address from Incomm and asked that they respond to the email, so I could confirm that they were receiving them.
On XX/XX/XXXX : I resent the documents to the provided email address from Incomm and asked that they respond to the email, so I could confirm that they were receiving them. I enabled " read receipt '' of the email and got a notification the email was read.
No other communication between us happened outside these dates.
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| 10/17/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to pay a bill
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Web |
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On XX/XX/XXXX purchased a vanilla Visa gift card in the amount of {$470.00}. Called XXXX and activated the card.
Attempted to use the card after I activated it on my apartments website and it wouldn't work. Called back and was told my card was locked. I asked them to unlock it because this was my rent money and asked for the supervisor. Was then transferred to someone who unlocked my card. I then had to go to work. The next day i went online to check my balance and there was a transaction for {$460.00} made that wasn't me and I had a balance of {$0.00}. There was another transaction that was pending from XXXX. I called them and got the lady to tell me the shipping city attached to my card numbers was XXXX which is XXXX, Kansas..2 and a half hours away from me. ( I did not make any purchases and was at work at the time these purchases were made ) Called vanilla customer care to report the numbers have been stolen and was given case # XXXX and that I would receive a packet from vanilla and that after filling it out, send it back and then it would take 45-90 to resolve my case. ( Have not recieved anything yet ) XX/XX/XXXX filed a complaint with tbe FTC, XXXX XXXX XXXXXXXX Went to XXXX the place I purchased the card from and was told by management and corporate to make a police report as well. I contacted the XXXX Missouri Police Department and filed a police report. That police report number is # XXXX. XXXX XXXX, XXXX, took the report. Also filled out a XXXX complaint too.
Called Vanilla back to update my case with the other 2 filings I made. Waiting for any kind of communication or whether this " packet '' actually arrives in the mail.
XX/XX/XXXX, filed a complaint with the FBI Internet Crime department as well. I have all the proof needed to answer any questions you may have for me. I was almost evicted because of this entire issue and it never should have happened to begin with. Im also out an additional {$70.00} in late fees from being late to pay rent for XXXX and i missed 2 days of work to file all these complaints.
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| 01/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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In XX/XX/2022, I got a Vanilla Gift Card number, on the second transaction the card was blocked for some unknown reason, the balance of {$20.00} remained on the card.
I tried to contact the providers from the bank that owned this card, for three days in a row, I called the phone number indicated on the card and on the website...
Every time I called, I spent about two hours trying to reach a customer service representative on the phone.
And finally, on the third day of my calls, I was lucky, a representative of the company answered me and said that they had a technical error in the system, my card was blocked for a reason she and I did not understand, and the Vanilla Card company would send me a new card in return blocked.
After another half an hour of waiting on the phone, she said that they were having problems sending cards due to a system failure and put me in touch with her supervisor.
After an additional wait on the phone, for 40 minutes, the phone was picked up by the same representative as the previous one, kept me on the phone for another half hour, and the same story repeated itself, that is, he said he needed to contact the supervisor (? ) and when I asked, why the previous representative sent me to him instead of the supervisor, the representative named XXXX, I immediately said : I am the supervisor, but I can not help you, we have a technical error in the system and I recommend that you call again tomorrow.
This is the fourth day in a row that in order to achieve something and get a balance of {$20.00} back, I have to call four days in a row, spend at least one and a half to two hours a day on the phone and all to no avail! People who work for this card absolutely unprofessional, absolutely unable to help the client in any way.
The calculation of the administration of this bank / card is based on the fact that people, ordinary Americans, simply do not have time to stand on the phone for hours because of small balances of {$20.00}, {$30.00} dollars and using this they are engaged in fraud.
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| 01/06/2017 |
Yes |
- Prepaid card
- General purpose card
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- Unauthorized transactions/trans. issues
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Web |
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I received a XXXX XXXX pre paid credit card as a birthday gift on XXXX XXXX, XXXX with a {$50.00} balance. I called the activation number on XXXX/XXXX/XXXX and placed it in my wallet for future use. On Tuesday XXXX XXXX, XXXX I learned the balance was {$0.00}. I logged into the website and learned a transaction took place on XXXX/XXXX/XXXX from XXXX XXXX. I 've never had any dealings with XXXX XXXX and did n't authorize them to make a transaction. I called the XXXX XXXX Customer Service line on XXXX/XXXX/XXXX and explained the problem to the Agent. I received the Transaction Dispute form on XXXX/XXXX/XXXX @ XXXX from FSSGCWebInquiry XXXXXXXXXXXX. I ca n't provide you with the information for XXXX XXXX because I ca n't locate it on the internet and the XXXX company does n't provide that information on their transaction page. XXXX card states it 's issued by XXXX XXXX Bank and distributed and serviced by ITC Financial Licenses.
The gift card dispute form says the dispute needs to be filed within 60 days of the transaction, but that 's impossible to do since I did n't know about the transaction and XXXX XXXX does n't send a monthly statement indicating when transactions take place. I searched the internet and found this has happened to multiple people using the XXXX XXXX gift card and with the same XXXX XXXX transaction. The transactions are routinely made one day after a person activates their card. The card is never used anywhere so the common denominator is consumers using the XXXX XXXX company for the gift card and the XXXX XXXX company 's phone line to activate the account. I would like a full refund for this fraudulent transaction. I posted a warning on my facebook page and learned the same thing happened to a friend XXXX years ago with the same company. He also bought a " XXXX XXXX '' card from XXXX XXXX, the account was drained and InComm denied his dispute. I searched your website and found other claims against ITC Financial and one of them describes a similar situation that I encountered.
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| 02/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American, Servicemember |
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Last fall, we received a Vanilla Gift Card and checked the balance, which was {$50.00}. On XX/XX/XXXX, we visited XXXX to pick-up a few items and attempted to use the Vanilla gift card, which was declined. Later that evening I called Vanilla Gift Card for assistance at XXXX and was informed by customer service that {$48.00} had been charged to XXXX. Confused, I conveyed the fraudulent transaction and was given case # XXXX, also received an email with attachment ( Dispute Packet ) ; stating an investigation would begin once the attachment was completed and returned.
I promptly completed and returned the email with attachment and received the following response on XX/XX/XXXX " Please use this email as confirmation that your dispute packet has been received and forwarded to the Dispute Resolution team. Please allow time for the processing of your dispute. The entire cycle can take 45-90 days ; however, some cases are resolved before then. '' I followed up after 30 days, on XX/XX/XXXX and received the same response as above.
I followed up again at the 60-day mark XX/XX/XXXX same response as above.
I followed up again at the 90-day mark and still received the same response again as above. The 90-day mark XX/XX/XXXX I followed up again and received no response. I contacted them again on XX/XX/XXXX and still no response.
I called and the automated response stated to allow 180 days, so I waited and until XX/XX/XXXX to follow up again and was informed I would receive an email response. Finally, I called XXXX after about an hour I spoke to a representative, who conveyed the case was still pending resolution.
I am following up again since there has been no communication or conclusion to my case, which is now five months ( 150 days ) without a reply. Vanilla organizations courtesy and professionalism have been poor, and integrity seems to be lacking. I look forward to a more satisfactory response.
XX/XX/XXXX, I submitted another email with the above information on it and still received no response :
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| 10/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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I received a {$100.00} Vanilla Visa gift card as a holiday gift from my boss in XX/XX/XXXX. I never opened the cardboard packaging to use the card until XX/XX/XXXX. When I went online to make a {$10.00} purchase, it was rejected for insufficient funds. I looked at the balance of the card on their website, only to find out that the card had a {$0.00} balance. There were 20 - {$5.00} XXXX XXXX gift cards purchased with this gift card on XX/XX/XXXX. I immediately contacted Visa on XX/XX/XXXX via phone, and submitted a dispute form to them the same day. They finally responded on XX/XX/XXXX with a resolution letter, denying any recourse, as they said " 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. '' These fraudulant purchases were made before I even received the card in XX/XX/XXXX - I had no way of knowing that the card had been hacked! Their decision had no thought or care as to the events that preceded my dispute being filed. They just don't care.
I sent another email to their gift card disputes department on Friday, XX/XX/XXXX, asking that they reconsider their decision due to the fact that the card was hacked on XX/XX/XXXX, and I didn't receive it until after the 60 days of recovery had expired. I tried calling their customer service department, and spoke with XXXX, who told me I had to wait for someone to respond to my email. I am just getting the run-around from Visa, and I am totally frustrated with them. My boss spent {$100.00} on a gift card that didn't have any value on it when he purchased it, and passed it to me, thinking he was giving me a nice gift.
I am unable to attach my emails to them, but am more than happy to forward them to you if you provide me an email address by which to do so.
I am hoping you are able to help to obtain a replacement gift card from Vanilla Visa, as the way they treat a victim is absurd.
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| 07/02/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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We got a VISA Gift card from a friend/relative issued by Vanilla Gift card company, purchased from a store. The gift card had numbers that were scratched off or illegible on the front of the card and the CVV code at the back was also completely invisible. Looks like this card was a defective card.
Since the card number itself was partially not readable, we called Vanilla Gift card company to get a replacement card. However, after taking all the information including a 11-digit number on the back of the card, expiry date of the card, my name, address and birth date ( not sure why they needed my birth date ), they assigned a case number and gave an email address and asked me to provide pictures of the front and back of the card ( which was fine ), but also asked for a copy of the receipt. This is where the problem arose. We were trying to use the card after about a month, and didn't even remember who gave that particular gift card, leave alone trying to get a copy of the receipt.
This is the second time we got a card like this in less than a year. Based on what we have received in the past, we expect this gift card to contain at least {$50.00} and possibly more.
There are a lot of complaints like this on the web. Looks like this is a pattern employed by Vanilla gift card company where they issue defective cards and state as a policy that they need a copy of the receipt which is not retained or passed along with the gift to the recipient. The net result is the gift card company might be netting a lot of money in unclaimed funds.
We request CFPB to assist us and many others like me to help resolve this matter with the company and enable us to claim the funds that rightfully belong to us.
Other details of the case : The 11-diigit number on the back of the card is : XXXX ; The underlined code below the barcode on the back of the card is : XXXX. The case number assigned by Vanilla gift card 's customer support was : XXXX i am not sure if they closed the case without any resolution.
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| 11/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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Dear Sir/Madam : I bought the {$250.00} Vanilla prepaid card ( XXXX XXXX XXXX XXXX ) at XXXX XXXX on XXXX XXXX. I paid {$1.00} to XXXX XXXX for verify the card works or not. Then I used the prepaid card without any problem. But I closed XXXX XXXX account later, XXXX XXXX refunded the balance {$590.00} to the VISA Prepaid card. But the card doesn't work. I called the VISA company, the agent told me they can see the VISA prepaid card has {$590.00} on balance. and he opened a ticket ( XXXX ) and wait until XXXX business hours.
I called them again, another agent said the ticket was still opening, let me wait another XXXX business hours.
I followed this case again. One lady told me, the ticket was still open, and asked for the documents. But I have never received any notice for it, But I send all of the documents ( photos of the original card, receipt, and the original package ). She said, I will get a replacement card later.
Then I received a email from XXXX, the email said, I need provide a copy of the original purchase and return receipt for the XXXX XXXX return. I called XXXX XXXX, they said my account is closed already. they can not provide anything to me.
I called Incomm again, the first agent said he can not do anything for it, I asked for transferring to the supervisor. Then the supervisor still told me they need the copy from XXXX XXXX. She promised me, I will get a call from a manager in XXXX business hours. But until now, no one contacted me.
As a consumer, I simply used this company 's prepaid card, received a large refund, and then restricted this credit card. And then refused for various inexplicable reasons.This money is too important to us for current economic environment, everyone is struggling to survive. But this company 's approach leaves consumers sad and disappointed.
I hope that with your help, you can help me recover this XXXX dollars. This would be a huge help to my XXXX family. Thank you for your time and help.
|
| 12/09/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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I was gifted a visa gift card {$100.00}. Which was purchased at a XXXX XXXX target the day of XX/XX/XXXX. I tried to use the gift card at store on XX/XX/XXXX and the card would not work at all. At first I thought it was a card problem until I looked further into the website for the balance and someone had already used my card at target two times of the amount of XXXX each. I then instantly called to get it disputed and person that assist me at first was nice and assisted me to complete a dispute. Weeks passed i got an email specifying that My dispute was granted and that the balance would be loaded back to the card. I didnt understand why they would load my card back if the card numbers were compromised. I called visa gift card services multiple times after I received that email on XX/XX/XXXX. The representative that I got were useless. They would hang up the phone on me and pretend it was disconnecting. I then called again waited to be helped for more than XXXX hour each time for the same thing to happen again. I was beyond frustrated and upset that no one would assist me. I then went to target to speak to the service engagement XXXX at the XXXX location and she specified that I needed to go to the target were the gift card was purchased along with my physical receipt and gift card to get a refund for the card. I went ahead and went to the XXXX XXXX location and asked to speak to the service engagement XXXX and I explained my situation and she said she could NOT do anything for me she said I had to go through visa. I advised her that I was just at another target and they specified that it was possible to get the refund but I had to be at the store that the gift card was purchased. It is very frustrating that no one can help me or guide me through the process of just simply getting my refund for my gift card. I am aware that this is happening a lot at target stores with people that purchase gift cards specifically visa gift cards.
|
| 12/22/2022 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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|
Web |
Older American, Servicemember |
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After several months of communicating with the dispute department of Incomm Financial Services , Inc, regarding my VanillaGift Card issued by XXXX XXXX. I received a replacement card issued by XXXX XXXX XXXX with my name ( XXXX XXXX ) vs. ( Gift Card Recipient ) as I received in the form of a birthday present on XX/XX/XXXX. This replacement card has the exact same account number ( XXXX ) as the original but with a new expiration date of XX/XX/XXXX vs. the original gift card of XX/XX/XXXX and a new security code of XXXX vs. the original of XXXX.
When I went to activate this new replacement card, I found it already had several transactions ( as did the original card ) already listed and with a remaining balance of {$14.00}. As I had already mentioned and documented back on XX/XX/XXXX when I tried to activate the original gift card which also showed several transactions and with an available balance of {$32.00} cents. I nor anyone known to me has ever conducted business on this account. All transactions are fraudulent and not activated by me or anyone known to me. The letter sent to me by the Incomm dispute Resolution Department after XXXX days of investigating my complaint on XX/XX/XXXX indicated the approval of a replacement card which should have been for the total of {$50.00} not {$14.00}. I have requested them to advise me of the details of their investigation and what they believe were the transactions they believe I or someone known to me may have conducted on this account. I also requested them to advise me as to how and what I can do to satisfy them that no person, me or anyone known to me, ever conducted business on this account. I also asked that they at a minimum advise me of their receipt of my request for further investigation and for them to immediately replace my card with a new card, and a new account number in the amount of {$50.00}.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX
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| 04/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XX/XX/XXXX I purchased a Vanilla VISA gift card in the amount of {$400.00}. On XX/XX/XXXX the gift card was used for the first time and did not go through. Went online to check the balance and called customer services but was told there was only {$5.00} left on the card. The Vanilla VISA gift card was hacked and wiped out. I filed a dispute package on XX/XX/XXXX with information requested to XXXX as instructed. I received a confirmation of receipt ( with incorrect last name ). I was told to wait up to 90 days for resolution and I would be contacted by email. On XX/XX/XXXX I sent an email asking for results since I had not heard back from anyone and it had been 90 days. I received no response. I called customer services at XXXX and was told that there was still no results and to wait another 30 days for update, even though it had been over 90 days already. On XX/XX/XXXX, I was told there were still no updates and to wait for an email within 72 hours. I mentioned to them that they had my last name incorrect and I was told they would fix it. 72 hours came and I still had not received a response. I called again, at this point the process is extremely frustrating, the representative told me that there was still no update and I asked for a supervisor. The supervisor stated that they did indeed found that there was fraud and a replacement VISA gift card was mailed to my home on XX/XX/XXXX. On XX/XX/XXXX I called stating I had not received my card in the mail. The rep stated there were no updates on my dispute ( was I lied to? ) and to wait 72 hours for an email/update. 72 hours came and still no update. I called again on XX/XX/XXXX and again, they tell me there is no update nor know anything about my replacement card. I asked to speak to a supervisor and they stated that the gift card was mailed on XX/XX/XXXX and I now have to wait until XX/XX/XXXX to call back again for an update. This is a joke.
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| 04/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XX/XX/2023 I made a purchase from XXXX XXXX in the amount of XXXX $ online. XXXX XXXX did not have the product but had charged my Vanilla Visa gift card. XXXX XXXX Issued me a refund, Vanilla Visa Gift card has never honored that refund or given me my money back.
XXXX I ordered from XXXX XXXX XXXX XXXX glasses cleaner. The eye glasses cleaner smudged my glasses and left a residue so I returned the cleaner to XXXX XXXX who issued me a refund to my Vanilla Visa Gift card of XXXX XXXX Vanilla Visa Gift card never re applied this money to my balance.
On XX/XX/2023 I purchased a dress and some flip flops from XXXX XXXX for the price of XXXX I was charged this but the store realized they did not have the product. It was again an online purchase, XXXX XXXX assured me repeatedly that they had done an instant return to my Vanilla Visa Gift card and the money should be back on my card. Vanilla Visa Gift Card did not give me my money back.
I have called the Vanilla Visa Gift card customer care hotline :XXXX dozens and dozens of times trying to get through. No one ever answers no matter how long one is on hold and I have been on hold for literally hours altogether. This past week I wrote Vanilla Visa Gift Card customer care a letter addressed to : Vanilla Gift Cards XXXX XXXX XXXX XXXX, GA XXXX I have gotten no response. I am writing this letter with the complaint that Vanilla Visa Gift Cards is keeping money owed to me on transacrtions that involve refunds to my account. I feel this is fraudulent and illegal. I am asking for your help to resolve the issue. Please help me as I feel like I have done everything I can to solve this problem. I thank you in advance for any help that you can give, Once again Vanilla Visa Gift card is in debt to me for XXXX {$8.00} $ and XXXX $ I don't want this issue to get any worse than it has gotten nor do I wish this to happen to anyone else. Sincerely, XXXX
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| 09/30/2019 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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Vanilla Gift Card contains {$500.00} purchased on XXXX. It was never used and I kept the card till I'm ready to use it. When I tried to purchase from XXXX on XXXX, it declined. Upon checking the card balance online, a fraudulent transaction for {$500.00} was made late XXXX. I called XXXX and reported it right away to Vanilla Card. They opened up a dispute on XX/XX/XXXX and said to wait for the dispute form in my email within 24 hours. On XX/XX/XXXX, I called again and told them I haven't received the email. The agent said she will reopen the case and send a notation to back office to send another email. Today XX/XX/XXXX, I called again and no activity was done on my complaint. I did not receive any emails. The agent reopened the case again and emailed their back office. I asked to be transferred to supervisor who said the same thing. I asked for the dispute form to be sent immediately because it's already more than a month since the fraudulent transaction was made and nothing has been done about it. The Vanilla company is not helpful and has repeatedly delayed and did nothing do anything about my complaint and has not sent the dispute form which meant that they can never start the investigation and return my money until they receive that form from me. Multiple attempts and long conversations with customer service agents prove that their process in resolving fraudulent charges is subpar and puts every gift card holders at risk for never receiving their money back. Vanilla gift cards does not protect consumers against these fraud charges even when the card has been registered online. Their process for fraudulent charge investigation is time-consuming, disorganized, no dedicated trained staff to handle situations like this, and does not send dispute form immediately to try to delay the investigation making it highly unfavorable to victims. Please help me resolve this.
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| 12/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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I was given a visa gift card at a company party with a denomination of {$100.00}. I had the card for about two days before I even unsealed the package and removed the card. I tried to use it online but it was declined. I called the 800 number on the back and after waiting about 40 minutes online was connected to a person who could barely speak English. Their accent was so heavy I could barely understand them. This call took about 30 minutes. I was told that the card has been used twice at target for transactions of {$50.00} exactly each at XXXX XXXX two days before I actually received the card. I was told that I had to file a dispute. Then I was asked for a whole bunch of personal information such as my full name, address, phone number, and email address and date of birth. When I even suggested that it was inappropriate for them to ask for all this personal information the person threatened to disconnect the call because I was refusing to cooperate. I was told I was going to receive an email containing a form that I was to fill out and send back to???? company ( the rep refused to tell me the name of the company that issued the card ). I only found that information by doing a bunch of research online. I was told that along with the form I would have to submit a copy of my drivers license front and back. As of yet, I have not received an email. I feel that this is really some kind of scam. It's real convenient that the card was used for {$50.00} transactions two days before I received it. The company 's website that is printed on the back of the card looks very suspicious. The calls are routed to overseas call centers. I don't feel that I should have to provide this personal information and copy of my own personal documents to this very suspicious company just to get the funds that my friend paid for. The bottom line is this company is trying to rip us off.
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| 04/08/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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On XXXX XXXX I purchased 4 Visa gift cards of {$200.00} each at my local XXXX. They were to be a XXXX present for my son and his wife who live in another state. They came for an early XXXX on XXXX XXXX and left early on XXXX XXXX. They tried to use the cards on XXXX XXXX. Three had a XXXX balance and one had a balance of {$0.00}. All four had been used at XXXX stores. One also had some online purchases on XXXX XXXX. I called the phone number on the back of the card. It said the bank was XXXX XXXX serviced by Incomm Financial Services. They emailed a dispute form on XXXX XXXX. On XXXX XXXX I send 4 emails ( one for each card ) that included the form, copy of the receipt, copy of the card, and the transaction history. InComm emailed that they had received the dispute. On XX/XX/XXXX InComm sent an email and said they needed the receipt and copies of the cards. On XX/XX/XXXX I called and talked to both customer service and a supervisor. After a long hold time the supervisor said they needed the information I had previously sent as it was changed to another department and they could not transfer the information. She also said I would hear back with 7 business days. I emailed the information again on XX/XX/XXXX. I never heard back from them. I have called on XX/XX/XXXX, XXXX, XXXX, and XXXX. It is always the same-they are investigating and it will be another 24 to 48 hours. They received a certified letter from me on XX/XX/XXXX and still no response. All I want is my {$800.00} back by check as soon as possible. They have had my dispute since XXXX XXXX. This is a lot of money. We are retired and on a fixed income. Also since I no longer trust gift cards I want a check with a tracking number. Incomm had no customer service. It seems to me that they are putting me off by asking for the same information and always saying 24 to 48 hours, but no answer from the.
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| 09/05/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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My wife had bought a {$25.00} Vanilla Visa Gift Card on XX/XX/XXXX from our local gas station. I called the number on the back of the card to set up a pin number for it and when I first called the automated service said my balance was {$25.00} but after going through the process of setting up the pin the automated service said that my balance was {$0.00}. I immediately called the number on the back of the card explaining what had happened and they said that there was a pending charge for {$25.00} for some company that I've never even heard of. They said that I would need to call back the next day so the charge wouldn't be pending and we could dispute it. I called the next day and they started saying someone else is claiming they own the card which I didn't understand how when I have the card, packaging and, receipts to show that my wife purchased it with my wife 's debit card. The lady I spoke to said the I would receive an e-mail to fill out and send back with my proof and as of today XX/XX/XXXX a little over 2 weeks later and 11 phone calls, I still have not received the e-mail nor any resolution. I keep getting told that I will get an e-mail in 7 DAYS to fill out and send back along with my proof of purchase ( which I still haven't received ) and then another 90 DAYS to investigate. I've NEVER heard of taking this long. My wife 's bank doesn't even take that long. Every person ( I'm pretty sure it's pretty much 1 person but changes their name each time ) that I've had contact with has been very unprofessional and, I kept getting lies after lies and being put on hold for over 45 minutes then someone disconnecting our call or just deliberately hanging up on me. This is definitely not how you treat customers. I do know this : Once this is settled I will NEVER purchase another card through NOR recommend them to anyone. Very poor service
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| 02/25/2016 |
Yes |
- Prepaid card
- General purpose card
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- Unauthorized transactions/trans. issues
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Web |
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Hi, I purchased XXXX prepaid myvanilla debit cards with {$500.00} on each XXXX, in XXXX Mississippi on XXXX XXXX XXXX from XXXX. I activated XXXX of the cards immediately, I used said card and since the transaction went through I threw away the packaging and receipt from the cards. I do however have a witness that was with me when I purchased the cards who is willing to testify to this. The first card I activated, and used a few times, XXXX states someone else " claimed ownership '' of the card. I still have physical custody of this card so I have no idea how this happened. The second card I activated on XXXX XXXX, I used it once at a hotel in Mi that I have been a patron of for several years. XXXX XXXX XXXX, XXXX stated that card had been reported stolen. I am the only person with my card number and I did not report the card stolen. I have disputed these claims with XXXX, I have called them several times, I have emailed them, I have faxed them a complaint, all to no avail. If XXXX had returned my cash to me I could have gotten to work and only been slightly inconvenienced. I work for the XXXX and I travel the country, usually alone. I had a family emergency and I had fly to Mi. I left my vehicle XXXX miles away with the intention of purchasing a return flight when I arrived in Mi and could XXXX the family emergency in person. I earn a very modest wage, I do not have a savings account. The money I placed on the cards was the only available cash I had to my name. I am currently still stranded in Mi. I lost my job because of this situation, which cost me {$1600.00} in wages. I plan to also contact an attorney regarding this, I feel XXXX owes me not only the cash on my cards but also the wages I lost. I am XXXX miles away from my vehicle, my belongings and I 'm now out of employment. I appreciate any help you can offer with this problem.
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| 08/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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My son received a prepaid Visa Giftcard for the amount of {$100.00} ( so did my daughter ). I went to use the cards to purchase some sports equipment/baseball bags for my son and the same for my daughter. I had an unopened Visa Giftcard and ripped it open at the register. When I scanned the card for payment of the purchase, the cashier told me that there was {$38.00} available balance on the card. I purchased my daughter 's bag using her unopened Visa Giftcard and she still had a {$100.00} balance. When I returned home I looked up the purchase history on this card and discovered that there was a fraud and someone had made a purchase on XXXX @ XXXX XXXX for the amount of {$61.00} was used at a XXXX in California. I am not sure what they purchased. I called a number and was able to get ahold of someone and was told to file a complaint, after receiving an email. I received a response on XX/XX/1922 at XXXX : XXXX which prompted me to mail in a complaint form, which I did. I have not received any correspondence to date after I filed my complaint. I will show a copy of my complaint at the end of this.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Gift Card Dispute - Trouble Ticket / Case ID / XXXX External Inbox XXXX Attachments Wed, XX/XX/XXXX, XXXX XXXX to me Dear XXXX XXXX This email is to confirm that we have received your verbal notification of your claim.
We will begin the investigation once you provide the completed case form.
For your convenience, we have attached this form that should be completed and returned to us immediately.
You may send the case form to us by Email to XXXX Fax to XXXX Mail to : InComm, Inc.
Attn : Resolution Department XXXX XXXX XXXX XXXX, GA XXXX Sincerely, Case Resolution XXXX XXXX XXXX XXXX, GA XXXX Fax : XXXX Email : XXXX XXXX
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| 12/01/2021 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XXXX XXXX, 2021 at XXXX I contacted the XXXX XXXX/Vanilla company via phone as I was receiving an error message in XXXX XXXX and XXXX when I tried to use a {$50.00} gift card we received for my son 's birthday. I spoke with XXXX and provided her with my address, name, date of birth, email address and the gift card numbers/information. XXXX stated the card was compromised and opened a case - # XXXX. She indicated I would need to email a photo - front and back of my driver 's license. I explained my concern in doing that due to identify theft. On XX/XX/XXXX, I sent an email follow up and the company stated that I hadn't sent in documents for my case. I replied and asked what documentation they needed and why they needed it. They replied stating they needed a copy of my driver 's license and a copy of the receipt. When I again asked why they needed the driver 's license, they responded on XX/XX/XXXX stating it was part of their 3-step verification process. They also requested a photo of the front and back of the gift card, which I promptly provided. I also explained that the gift card was in fact a gift and I do not have a receipt. They indicated that if I know the store where it was purchased, I do not, I could go to the store and request an electronic journal. I sent a follow up email to confirm that without the receipt, will the company replace the gift card and they have not responded. I understand gift card fraud is an issue. However, I have provided photos of the card, I have provided all of my personal information. While extremely hesitant, if you advise it's not an issue, I will provide a photo copy of my driver 's license. However, I do not have the receipt as it was a gift and I do not know the store where the item was purchased. The company is making it extremely difficult to use a gift card that I was provided as a gift.
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| 03/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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The company refuses to handle my fraud claim. I had told the D
ispute Department right before I filed the claim that this was a fraud claim, and although they told me I needed to fill out a dispute form to complete the dispute process, they did not tell me I was unable to file a fraud claim. Instead they started the claim process on their end, and even provided me with a dispute case number. That right there says Im able to.
Additionally, The Electronic Fund Transfer Act ( EFTA ), is a federal law that protects consumers against fraud and account errors. The EFTA grants consumers the right to dispute transactions and establishing consumers liability for unauthorized transactions. Some examples of unauthorized transactions include a debit card gets stolen and is used by the thief to make a purchase.
Last by certainly not least, right on Visa 's website it states, " Visa 's Zero Liability Policy* is our guarantee that you won't be held responsible for unauthorized charges made with your account or account information. You're protected if your Visa credit or debit card is lost, stolen or fraudulently used, online or offline. * Visas Zero Liability Policy does not apply to certain commercial card and anonymous prepaid card transactions or transactions not processed by Visa. Cardholders must use care in protecting their card and notify their issuing financial institution immediately of any unauthorized use. Contact your issuer for more detail. Visa 's Zero Liability Policy requires issuers to replace funds taken from your account as the result of an unauthorized credit or debit transaction within five business days of notification. '' ... XXXX XXXX XXXX I relayed this information to the company, and they chose to ignore it. If this does not get settled in the hands of the CFPB, a small claims suit will be filed in the near future.
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| 05/04/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I Received two {$50.00} gift cards XX/XX/XXXX activated-Vanillagift.com XXXX Serviced by Incomm Financial services , Inc I Tried using both on XX/XX/XXXX at local retail shops for amounts well below the {$50.00} threshold for each. Each time they were declined, Called their customer service number on the same day XX/XX/XXXX. Gave the rep the card info on one of the cards. He said " some retailers don't except visa gift cards '' and to " try other locations for purchases '' ( this alone is mis-leading advertising because their own website does not state this, quite the opposite ) Revisted issue with cards 3 days later on XX/XX/XXXX - Tried to purchase an item online - well below the {$50.00} threshold. Cards were declined, went to vanillagift.com, figured maybe I need to register cards for them to work, Balance showed XXXX XXXX available on one, and {$50.00} on the other ( the only person beside myself that knew the card info was the customer service rep I spoke to on the phone at Vanilla ). Charges consisted of multiple {$10.00} charges to XXXX XXXX store on XX/XX/XXXX - this was not done by me.
On the same day XX/XX/XXXX called customer service number XXXX at Vanilla - transferred to stolen card info dept, Spoke with a rep from XXXX. XXXX that asked for all of my personal info if they were to investigate issue, Info she asked for was my - DOB/Soc Sec # / Address, I declined to give info and she informed me that nothing else could be done to help me if I didn't give them that info. I asked her why the other card wouldn't work and she explained that " only '' certain places except them and to keep trying, she then ask me for the card number info, which I declined to give her.
As of XX/XX/XXXX I have one {$50.00} gift card that was maxxed out and the other which is unusable at multiple online/ and local retail outlets.
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| 10/12/2023 |
Yes |
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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I am confident that someone is tampering with Vanilla Gift Card. In the following I will give you my reasoning.
I received a gift card on my birthday around mid XXXX. As you can see in the picture the card was bought 3 days before the birthday party. Once I opened the card the last 4 digits of the card was not visible. I tried to reflect the card in the light and was able to retrieve the last 4 digits by checking the vanilla gift card website and try couple of times and I saw that it had XXXX $ balance. Also the packaging has never been opened, so I was really the first one you opened the package.
I wrote the card number somewhere safe and kept it at my desk.
Today, almost 2 month after by birthday, I tried to use the card at local store. The card swiping did not work ( red flag ), but I ignored it and I said I will try to purchase something online with the card given that I had the numbers.
I tried to check the balance to know how much I can spent ( I forgot the original value ), when I entered the number at the Vanilla Gift card site, I saw that there has been a purchase done to the card at some XXXX store 2 weeks after the card was purchased. You can see in the attached document. When I called vanilla gift card they asked for the receipt of purchase ( very unreasonable ) to even start investigating this obvious fraud. I will try to talk to the person who gave me the card to retrieve the receipt and see if something might happen. But this clearly shows something is wrong with VanillaGift card company. The support center is very shady and I had this problem where the last 4 digits was scratched before but since the balance was so low I did not bother to pursue.
I think the scam scheme involves someone tampering with card numbers and swiping magnet and then later getting the exact equivalent from a XXXX store.
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| 04/16/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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In late XXXX XX/XX/XXXX I purchased a Vanilla Visa gift card from my local XXXX to use to order XXXX gifts from XXXX. I put {$150.00} on the card. I had no problems with my XXXX order, but in early XX/XX/XXXX decided I was going to spend the remaining balance, {$73.00} at the XXXX where I had purchased the card. The card was declined at XXXX, and my first assumption was that I had used the wrong pin #. I called the phone # for cust. service, XXXX and followed the steps to clear out my original pin #. I attempted to use the card at XXXX again, and again it was declined. I called customer service again on XX/XX/XXXX and this time spoke to a live person named XXXX. I told her of my situation and she explained that she would have to cancel my old card and send me a new one, which I would receive within 30 business days. I called back on XX/XX/XXXX and spoke with her again and she told me that the 30 business days would actually end on XX/XX/XXXX. XX/XX/XXXX arrived and I still had not received the new card so I called again and reached another person named, I believe, XXXX. She started giving me some excuses, and by this time I was starting to lose my patience with this company so I cut her off and told her that I was done with this company and would no longer be interested in a replacement card, that I wanted a refund check for the {$73.00} mailed to me. She put me on hold for a couple of minutes and came back to tell me she hadn't actually spoken with anyone but had put in a request for a refund check to be sent to me. She said I should receive the check within 10 business days, which by my calculation, allowing for XXXX XXXX would have been yesterday XX/XX/XXXX. I checked my mailbox today and, more than 8 weeks after my original phone call, I still have not seen either a replacement card nor a refund check.
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| 09/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I was gifted a Vanilla Visa gift card for the amount of {$100.00} in XX/XX/2023. XX/XX/2023 is when I tried to activate the card and could not as it came up " invalid ''. I then called the phone # on the back of the card and waited for hours to speak to someone who said that the card was used for a purchase of {$99.00} in the state of Colorado in XXXX of XXXX. This card was not opened until I went to activate it and was never able to activate it. I was never in the state of Colorado as I live in New Jersey! I then opened a dispute with Incomm in XXXX of XXXX and was never given updates or any information concerning the dispute as I did request updates. The dispute did not allow me to check online for updates either. It is quite obvious that the card was used fraudulently for one purchase of {$99.00} in an entirely different state.
The Incomm resolution stated that the card was used in a store for a purchase so therefore they can not refund the card.
Of course it was, how else would scammers use the card?!? Incomm refuses to be held accountable for this problem with these vanilla gift cards which seem to happen quite frequently and Incomm does not want to make any correction to fix this problem or reissue a replacement legit gift card. See attached documents for proof of this. Their resolution stated : " Please refer to the cardholder agreement as it relates to disputes. You acknowledge that purchases made with the Gift Card are similar to those made with cash, and you do not have the right to stop payment or lodge a billing dispute on any purchase or payment transaction originated by use of the Gift Card. We can only return funds that we can recover from the merchant. Any issues should be directed to the merchant. '' which is no help to me and is denying the actual complaint and problem!
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| 12/07/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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I received a gift card in XXXX of XXXX. When I tried to use it in XXXX of XXXX I received a turn down from XXXX for insufficient funds. The card was issued by Incomm Financial Services under the name of Vanilla Gift card ( vanillagift.com ).
I logged and saw the card was purchased by my gift giver at XXXX on XX/XX/XXXX, then used almost 5 months later at a XXXX ( for the EXACT amount, no more no less ) in XXXX XXXX, CA. I live in XXXX and the card has been in my possession since received.
This was FRAUD. Unless committed by someone internal to the company, or a hacker was able to breech their database, how else would anyone know the card #, expiration date and, most troubling, the CVV?
I filed a complaint with the company 's fraud department, with several email follow ups, receiving no reply. I then filed a complaint with XXXX who did receive a reply stating the matter had been settled and denied. Here was the reason they gave the XXXX : " '' Contact us immediately if you believe your Card has been lost or stolen, or an unauthorized transaction has been made without your permission using the information from your Card. '' It goes on to state " We may not be able to assist you if you do not contact us within sixty ( 60 ) days of the unauthorized transaction. '' Due to the time frame for submitting a chargeback, recovery of funds are no longer available for the disputed transactions '' How is that even possible in a digital theft situation? It is NOT, it's just a convenient excuse and abdicating response by Incomm. I still have and have always had the card in my possession. As well I haven't been in CA in over 20 years, I live in XXXX.
The XXXX closed their case because they got a reply and have no enforcement authority. I let them know I will continue to contest this via you folks.
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| 05/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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I contacted my vanilla prepaid card services because I have over XXXX in pending refunds that I haven't received yet and I was told upon checking she can see that the refunds had been deposited band started staying dates that they had been posted on so I then replied if that is the case why haven't I been alerted when the loads was credited to my account I'm set up for alerts I say I get alerts when I spend money so why am I not receiving when it's been loaded it doesn't make since that's basically your word against mines where's the proof that's why I have you guys Im order to protect my account who's to say if it was ring that I'm looking at my account and it still saying that it's pending the representative then stated I assure you it has and I will have them look into why you aren't recieving alerts I then stated I am receiving alerts you just aren't sending me my load credits once again she assured me they where so now here 's where the problem is I used my card yesterday at XXXX to do another return XX/XX/2022 and I purchased a few things I go home to check my balance I can't access my account I then call my vanilla and are told that my account and card has been compromised by a bad check balance web site that I was using so we have to send u out a new card what I stated i been using the same website I been using for years that's XXXX 's so now I have returns I can't get im locked out of my account and now I have over XXXX on refunds pending that I still haven't received back from XXXX or from XXXX XXXX XXXX because they insist that I received when my account is telling me otherwise and I wasn't notified via text or email I luckily downloaded my statement because I had a feeling they where going to try and pull something please help I have 2kids bills and money I don't have access to
|
| 04/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Hi XXXX alone wellspoken complaint about and I'll gift card company but then disappeared so I'm just going to make it short My mom bought me a {$500.00} gift card on XX/XX/XXXX ... .actually 3, One for my sister one for me and one for my step brother puddling {$1500.00} plus the XXXX few on each card. Sisters and brother-in-laws cards worked fine, when I tried to use mine it declined it so I called them and they said I had a XXXX balance someone had bought something on XXXX for {$500.00} even ( how is that possible I don't even have an XXXX account ) I open the card in mid XXXX but the transaction for XXXX was on XX/XX/XXXX so they used the cars before I even opened it. I promptly called vanilla and filed a complaint or dispute as they called it they said it would take 45 to 90 days to do in the investigation. So my hard working XXXX-year-old mom gave me this as a gift for XXXX and it is now XXXX when I still haven't been able to use it. The people on the end of them were very rude, and talked over me, and interrupted me, One representative would contradict what the last one said I probably called them 20 times this XXXX wasting over 12 or 13 hours in my life. So FINALLY I got an email saying the investigation was completely and they were sending a replacement card. So I called vanilla to ask them how long it would take the first representative said 30 days I said okay. I called the next day they told me 7 to 10 days. I called the day after that they told me 30 days. I have a XXXX XXXX this is what I'm getting to .... I told them I'm going to use {$500.00} on the card to file a lawsuit against him for XXXX XXXX because it's been very upsetting waiting on hold 45 minutes and then being treated like this. I had more information the first time I text this but I need to go to bed up for work
|
| 12/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I cant even explain how terrible the customer service reps are within this company. On XX/XX/XXXX I attempted to register my card online and send money to myself using it on XXXX. My XXXX. It wasnt working so I called to see XXXX dollars had been taken off by some random consulting company. I told the rep I didnt take that money off to which he told me maybe I should stop putting my card in random websites. Like what? I asked for a supervisor to which he blocked my card and hung up on me. I called again and again and again over the next couple of days until I just gave up. All I got was some rude replies and telling me I have to wait 90 days. Today XX/XX/19 Im like let me check and see if anything changed, again a rude rep, when I asked what happened if this false company doesnt respond he says I assure you its not a false company, to which I said ok so what kind of company is it, he said wait 90 days and they will tell you after they investigate, Im like Im not sure you understand what Im asking, he kept repeating 90 days 90 days 90 days. What is up with this company? I only used my card once at XXXX XXXX and then registered it on their website, now my money is gone,. The reps are rude, vague and just sketchy, they are all over seas completely unregulated and unchecked in the way they speak. Im upset because my money is stolen right before XXXX and a rep is telling me I need to be more professional as it is human nature to be professional. I want my money back and I dont want to wait 90 days and I will be seeking out a lawyer because I feel they enabled the debiting of my money. I literally had to sell my phone and that was the money from my sale for my XXXX kids XXXX. I was belittled and mocked by their over seas agents. I would never recommend this gift card to anyone.
|
| 03/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased Vanilla Visa gift card for {$150.00} at my local retailer. After many phone calls and emails but my gift recipient and I have been unable to recoup the company. I contacted the retailer and they created a case # and told me that they show it as properly activated o their side. After weeks of waiting they told me that while they filed a claim with Incomm, they are not hearing back for many months so I should call directly. On XX/XX/XXXX I called directly, waiting on hold for over an hour, and provided all of the requested documentation ( attached ). They assigned me a ticket # XXXX. They told me that I would hear back in 7 days. On XX/XX/XXXX, they sent an email not with a resolution but requesting the exact same info! I re-sent the info on XXXX and asked to speak with a supervisor. I did not hear back. On XXXX they sent another email requesting the exact same info. Frustrated, I sent it again and asked again to speak to a supervisor. I received no call. Today, I call and waited 51 minutes to speak to a supervisor. She told me that she could not help me as she shows that I sent the info on XXXX and I need to wait 7 days. I explained everything to her. I believe they are purposely re-sending documentation requests every 7 days to " reset the clock '' to keep putting the innocent consumer at a disadvantage. They have now held my money for 3 months for no good reason. It is clear that they are making it so difficult so that, at best, they hold onto the money longer and, at worst, hope consumers will get tired and go away. There need to be oversight on this company and penalties for keeping a consumer 's funds. Having to send endless emails and waiting on hold for an hour at a time appear to be intentional practices to avoid compensating the consumer.
|
| 03/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Hello, I received a vanilla gift card for {$100.00} for my baby shower. I opened the gift card to use and was surprised it was already used. I called the customer service number in the back and it took me an hour to file a claim. The representative wanted my date of birth, name, address and location where I purchased the card ( after repeatedly said it was a gift ). The woman on the phone kept intimidating me by saying we cant do nothing without the card. But, I provided the card number. So, I have the card. I called in XXXX and followed up many times when I didnt receive my dispute claim form via email ( as promised ). I called and they told me they had the wrong email and asked for tons of personal information liken date of birth, address, etc again. Even though I gave them the ticket number and it was their error. The form stated that they will follow up in 90 days. When the 90 days is up, the dispute team wrote back to see I didnt send the ticket number. But, the ticket number is not included on the form and shouldnt matter. I responded right away and no response. I called XX/XX/XXXX and they informed me that my claim has been reopened as of XX/XX/XXXX and I need to wait another 90 days. They cant connect me to the claims people making these decisions and I have no choice to sit and wait another 90 days. This is their way of not reimbursing me They told me the card was used at a XXXX in Oregon and I live in Mass. they have the information they need and they sit on cases just to deny them and start the 90 day process again. They are a bunch of thieves. Each time I called, I waited 45 mins to dispute a {$74.00} charge on a {$10.00} gift card.
DO NOT BUY VANILLA GIFT CARDS. I know others who lost money because theyre tired of keep following up with them
|
| 02/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
on XX/XX/2023, I bought a XXXX XXXX XXXX at my local XXXX XXXX for {$6.00} and added {$150.00} to it to buy my wife a valentine 's day gift. I was able to log into their website, activate the card, enter a pin, and check my balance only on that day ; That would be the last time their website would let me in with the card. When I went to use the card online and for in-person shopping, the card was declined and never worked.
I went to check the website again, it gave me a popup that said something along the lines of their system was undergoing upgrades, please try again later and sorry for the inconvenience. This popup continued for roughly 4-5 days, until I checked it this week. It said my card was invalid and I should contact customer service.
Their website does not even have an email address, just some lousy automated number that says my gift card information is wrong, even though I typed it in correctly.
I called customer service and when I finally got a response, I told the lady behind the call Hey, my card says its invalid on your website and I cant log in. She said Okay let me check your card, put me on hold again, came back and said Sorry your card isnt in my system please log into the website. Then immediately hung up on me. Customer service was absolutely useless and now every time I try to call again, I end up being on hold for hours with no answer.
Today, XX/XX/2023, I went back to the XXXX where I purchased the card and the manager helped me get more information about my money and the pre-paid card. He told me that the money I put on the card was used the minute I activated the card to a company called XXXX. They told us to file a claim to get my money back and that it can take up to XXXX months before they even look at my case.
|
| 04/10/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased card on XX/XX/2022 at XXXX at XXXX XXXX XXXX XXXX in XXXX, Connecticut at XXXX XXXX. Went outside ( XXXX ) to order XXXX XXXX XXXX for Saturday XX/XX/2022 and card was denied. Was told by XXXX XXXX XXXX that I needed to call day of in order to use the gift card. On Saturday, XX/XX/2022 at XXXX, I tried to place an online order but was denied again. I called in the order when they opened at XXXX XXXX and the card was declined again. Later on ( XXXX XXXX ) after our gathering, I placed a call to Vanilla Gift Cards Customer Service ( XXXX ) and had them look into the issue. The gentleman explained to me that the card had a pending charge of {$60.00} to a gaming company ( XXXX ) in XXXX XXXX, Nevada that took place on Friday XX/XX/2022 at XXXX. I told him that I did not make that transaction and he took the number down and in seven days to call back and the issue would be resolved. I called back on Sunday XX/XX/2022 at XXXX XXXX to find out if the issue was resolved and was told by the Customer Service representative that it was never filed. She asked me the same information then told me that they would send me by email a form asking me the same questions and it would take 45 days for the company ( XXXX ) to respond and it would take a total of 90 days for another card to be issued if indeed they could recover the {XXXX}. I don't understand how this company can do business without it insuring that issues like this don't happen consistently and how they are not investigated for such things? I don't understand how the online gaming industry is not investigated for these issues either? There needs to be some kind of protection for the consumers. Now I have to wait 90 days to get my hard earned money back and that's even if I can, is ridiculous.
|
| 11/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for an amount of {$160.00}.
I tried using the card a few days later ( last week ) and it would not work ( received an error stating that the information was incorrect ). I checked in the back of the card and accessed the website to see the card balance - the site said there was an issue with my card, to check again later. The following day I tried to check the website again and got the same message. At that point, I decided to call the phone number in the back of the card. The customer service representative said that the balance was {$0.00}. I questioned how could this be if I hadn't used the card and he answered " how would he know? '' He then proceeded to tell me that if I wanted to submit a claim he needed my date of birth, social security number, full name, mailing address, email address, and copy of the front and back of my driver 's license. I immediately hung up as this felt like a scam.
Today, I went back to this issue. Looked at the website - same error, called the number on the back of the card - same story. This time was a different representative but he said the same thing- he needed all this personal information to file the claim. I proceeded to ask why so much personal information was needed to file a claim and asked him to provide me with the written documentation stating the claim processing guidelines from their company. He said they did not have that in writing. I then asked to speak to a supervisor and he said that there were 15 people ahead of me and a 4-hour wait time.
I have tried calling the phone number for XXXX, but the automated line says that " they do not have information regarding this card '' and indicating I need to call the number in the back of the card.
|
| 02/02/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Two Visa prepaid debit cards were purchased for my personal use. Both cards were purchased at referenced location at the referenced incident start time. XXXX purchase, the cards remained unopened at my residence until XX/XX/2021 at or around XXXX PM. At or around the referenced incident end time, both cards had unauthorized purchases made on them for the amount of {$490.00}. The description / information of the charge is " XXXX # XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ''. This indicates that the location of the charges were at : XXXX 's XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX The location is a supermarket/grocery store that sells among other things money orders and gift cards. The unauthorized charges were approved at the checkout point by Visa/the issuing bank. Each card had {$490.00} debited from the initial card account balance of {$500.00}, leaving the card account balance at {$0.00}. At or around XXXX on XX/XX/2021, the unauthorized charges were noticed by me and reported to the issuing bank for dispute. As of police report submission date, no response on the dispute is available. The issuing bank indicated that the XXXX fraudulent charges were made in- person, indicating that the magnetic stripe data of the XXXX cards was presented to the " XXXX XXXX '' merchant.
I have already contacted Incomm on XX/XX/2021 and reported the fraud to them, but they have not updated my cases since they received my reports.
Per the Electronic Fund Transfer Act, Section 205.11 ( c ), Incomm has a deadline of 20 days to provide at least a partial resolution, which has not been done. So they have missed the deadline. Ive emailed them repeatedly and received no further response. Ive tried calling them and they tell me there is no further updates.
|
| 09/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I was given a ViSA gift card issued by Vanilla in the amount of {$100.00}. The person gifting this to me also taped their receipt from XXXX verifying that it was activated. I went to XXXX, and they said the receipt proves the card was purchased and activated, but they are not responsible for the card not working, nor could I exchanged it for another.
When I opened the card, a group of 4 numbers had been scratched off or possibly was never printed on the card. The numbers missing are in the middle of the card account number. I tried calling Vanilla Gift ( the issuer of this gift card ) multiple times and tried multiple options, but I could not get any service since I can not enter the account number. No matter what I do, I get a recording that says, " It looks like you are having trouble with your card number, goodbye '' and then I am automatically disconnected. It says that the account number is also on the packaging, but that is not true. The only place with the actual account number is on the card front. I then tried using their website feature, but it also requires the card number to proceed, and again, I can not read the number.
Since I can not read the card number, it is impossible to use it online as I can not enter the number. I have tried at multiple stores including, XXXX XXXX, XXXX, XXXX and XXXX, and XXXX to use this card. It was rejected by all of them. The packaging says to pick any 4-digit pin at first use, but this also does not work.
When researching this, I found a forum where dozens of people have had this same complaint about Vanilla gift cards. I was shocked to see the same problem over and over again about the missing or scratched-out numbers. My guess is they are hoping people will just give up and not use the card.
|
| 03/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
I'm XXXX, XXXX, my vanilla gift card can't be used, it's on hold, I contacted the customer service representative on XX/XX/XXXX, he confirmed with me that there is a balance of {$500.00} in my card and told me that I will mail one Give me a new replacement card, I need to wait 7-10 working days, and today when I received the new card I tried to activate it, at first he said the number was invalid, then I tried again, it said it had been activated, the balance was only {$1.00}, I was shocked, I opened the envelope with my own hands, the {$500.00} card I just received, I Checked the consumption records, the card was used by someone on XX/XX/XXXX, and the envelope was only sent to me on XX/XX/XXXX, so they sent me a card with no money in the first place, right? I called the customer service and waited for 85 minutes. No one helped me solve it. They said they didn't know who used the card, so they had to ask me to dispute and submit receipts and other troublesome information, and then it was Endless waiting and relentless hang up, this is not my problem, it is the problem of incomm company, after I contacted the customer service representative to replace the new card on the XXXX, the old card that was originally on hold should be closed, obviously They should not have done this, why is my card on hold? Because there is a security risk, I need to change the new number immediately, but I contacted customer service on the XXXX to replace the new card, and the XXXX and XXXX are weekends again. Can anyone get a new card on the XXXX? It must be that the old card did not close the account of the old card in time. It was their mistake that caused me a loss. They asked for a new card for me. My original card number is XXXX and new card number is XXXX
|
| 12/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
A vanilla gift card was purchased and loaded in XXXX store on XX/XX/2023 and loaded with {$490.00} dollars. The card remained in package until today XX/XX/XXXX, when I opened the package to attempt to activate card for a purchase.
The vendor for the vanilla gift card ( inComm ) provides a card number in the back of the card for assistance but uses an automated system where a live representative can never be reached.
Went back to the vendor ( XXXX ) which was unwilling to issue a refund for the card but they denied accountability. I spoke to the XXXX XXXX @ the XXXX and XXXX location in XXXX, TX. They mentioned I need to figure it out with the gift card vendor.
Upon logging in to vendor site again, card is showing a purchase online for XXXX ( even before I had opened card ) and I was able to click dispute to request refund. Upon submitting dispute, a case was generated but there is still no way to communicate with company. The case number is XXXX.
I found a number to contact where they mention to contact XXXX XXXX XXXX XXXX XXXX at XXXX. Upon contacting them, they were unable to assist me with a refund and are now saying I must wait up to 90 days for investigation without any compensation for loss of funds that I never got to use.
I have also tried to view information about my case in their site to confirm submission and the site is unresponsive and simply displays " An error has occurred while tracking your case ''.
It is unacceptable that finance company is on purpose setting up systems to make it almost impossible to gather updates and information about the issue. It should also not be legal for finance company to be allowed to carry a dispute witholding funds while fed interest short term rates are at over 4 %.
|
| 10/04/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a Vanilla Gift card in the amount of {$130.00} at XXXX several days ago. The card was packaged perfectly with no sign of outward damage. When opened the card is missing the last 4 digits of the card number and the CVV on the back. They appear to have been scratched off. This looks intentional and not like a printing defect.
When I contacted Vanilla they asked for the card serial number and confirmed it was for {$130.00}. I also have copies of both the purchase receipt and the activation receipt. The combination of the card and both receipts should be sufficient proof that I am legitimate. In order to do anything they then said they require proof of address ( a bill or something I assume ) and a copy of my drivers license before they will help with anything. The people answering the phone hardly speak English so it is very difficult to determine what they are asking for and the whole process has a very uncomfortable feeing to it. I asked to speak to someone in the United States to which the person continued to repeat " I work for the United States ''. It took me at least 4 times to get the person to admit they were not in the US. They then put me on hold and never picked me back up.
This is my 4th attempt to get this rectified with the same basic results each time. After doing some research it appears that this is a common thing with this company and similar complaints are extremely easy to find.
It is a very unsafe practice to give out copies of personal information like they are asking for and its is even more unsafe to give it to someone outside of the country. The way this company treats customers is a scam to get people to give up on trying to get what they paid for in the hopes of keeping the funds.
|
| 12/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
The Visa Vanilla card was purchased on XXXX XXXX. I called the Visa Vanilla phone number later that day to confirm the balance on the debit card. There was no balance on the card. Next day I returned to the XXXX 's store where the card was purchased. The person at the counter said we must contact the company directly to resolve the problem. I called the number on the back of the card. The individual said I must wait 24 to 36 hours before the balance will appear. I did that. There was a XXXX balance when checked. I called Visa again. I was told that I would have to file a claim. I was given an email address to send copies of the documents and given a case number. I emailed copies of the proof of purchase and my identification within 24 hours. I heard nothing for several weeks. I called again. No progress on my issue. I waited for a considerable time and called again. After repeated calls spanning several months I got someone who said there was a form I needed to fill out. They said they would email the form. Eventually after calling again I did finally receive the form in XXXX ( see attached email ). I returned the form back to the company as soon as possible ( see attached and dated pdf ). I received an email saying they received the form. After some time passed I called and was told it would take 45 to 90 more days before I should expect a reply. Finally, I received a letter from them. The letter said that there would be no compensation because I had not completed the form and submitted the documentation within their time frame.
I submitted a protest letter via email explaining that I submitted the documents that were asked for and submitted their form once I had a copy in my possession. I received a rejection email.
|
| 03/20/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased the card for {$200.00} at XXXX in XXXX XXXX nh on XX/XX/21 at XXXX XXXX that evening we tried to register the card. But had difficulty understanding the teleprompts so I put the card back in the package with the receipt s and had to have my brother make the purchase that I bought the card for. I have every intention of doing on going business with these folks as I've heard good things about them! The card was taken from my office by we are quessing one of the XXXX children my girlfriend takes care of during the week it has been a nightmare to put all these parents thru questioning there children and searching for the card that's why it has taking me so long to call and try and figure out how to straighten out the issue one person out of the 4-5 people I talked to told me he had the card number and it had not been activated.but I would have to call back during the day and speak to a supervisor now I have every piece of information except the card number I have the packaging which when provided he looked up card and cancelled it or locked it but they refuse to issue me a replacement even though they know that the card I paid {$200.00} can not be used they still refuse to replace card even though I have the two store receipts and the package,. I gave them the information needed so they are not going to lose a XXXX yet they are going to steal my {$200.00} just because I didn't have the card number that he looked up in two seconds and locked the card this is plain straight out robbery this makes absolutely zero sense how can they be allowed to do this there excuse was someone may find the card ( SERIOUSLY WHAT THE CARD I GAVE THEM THE INFORMATION IN ORDER TO SHUT OFF ) this is unfare practice and plain robbery!
|
| 04/15/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XXXX I reported that my ex husband, a known hacker, hacked into my XXXX account and stole 5 vanilla gift cards and used one {$50.00} card to Vanilla gift card disputes. Vanilla then froze the remaining 4 cards, totaling {$200.00} so no one can use them and reimbursed me the {$50.00} my ex used but failed to reimburse me in the other 4 unused cards totaling {$200.00}. On XX/XX/XXXX, I phoned in follow up about the cards and was told not to contact them again until after XX/XX/XXXX, XXXXbecause those cards are being reviewed and a decision would be made then. On XX/XX/XXXX, I DID fax Vanilla disputes, ALL the required information they needed to process the refunds, which was a copy of my purchases, a copy of my drivers license, a copy of a current utility bill showing my physical and mailing address, and the form they provided me for processing.
On XX/XX/XXXX, I followed up again on the cards. They decided to go ahead and send me my refunds. It was around XX/XX/XXXX I received the {$50.00} gift card reimbursement on the card my ex used with a letter that they determined he had made fraudulent purchases from that one card but still no word on the other 4 gift cards still totaling {$200.00}. I decided to be patient thinking the rest was coming soon.
On XX/XX/XXXX, I phoned Vanilla to inquire about what happened to the rest of the case, the other 4 gift cards. I was told they were processed and were being sent on XX/XX/XXXX. I waited all of XXXX and nothing came in.
On XX/XX/XXXX, to the present ( XXXX, I made numerous calls and to Vanilla and by now, no one knows anything about my case. I need advice on how to proceed next.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX Case # XXXX
|
| 01/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I received a Vanilla {$50.00} prepaid gift card. I attempted to use the card only to find it had no balance. I never used the 16 digit card and the card never left my wallet. I called Vanilla gift card customer service at XXXX and was told that {$49.00} was used at a XXXX in California ( I live in Rhode Island ). I was advised to fill out a dispute form and email to XXXX. I promptly did that the same day I placed the call on XX/XX/XXXX. On XX/XX/XXXX, I received confirmation from Vanilla gift card that the dispute packet had been received and forwarded to the Dispute Department for review and investigation. On XXXX I emailed for an update to my ticket # XXXX. I sent two more follow up emails on XX/XX/XXXX and XX/XX/XXXX. Finally, on XX/XX/XXXX I received the following response : " I received your previous email with your dispute form however, your form came through as a hyperlink and due to security reasons we can not open it. Please resend your packet by other means. '' I called this morning, XX/XX/XXXX, and advised the customer service rep that I never sent as a hyperlink but rather a PDF. As mentioned above, on XX/XX/XXXX, they confirmed receipt of my package. I attempted to call this morning to resolve the issue but was not able to come to resolution. The rep put me on hold for a very long time and never came back to the phone. How can a prepaid credit card be used elsewhere if the card was never stored on a website for purchases and was never taken out of my wallet? In my opinion, either Vanilla gift card does not have proper security in place to protect the credit card data or they issued the same number twice. In any event, I should receive the funds back. Please assist in resolving this matter.
|
| 04/20/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX I purchased a Vanilla Gift Card for the amount of {$500.00} ( total of {$500.00} ). A few weeks later I gifted it to my sister to help her with her moving expenses. She then tried to use the card a few weeks after where she realized that the card has only a few dollars left in it. This was the first time she opened the card and tried to use it. Then she checked online for the balance and realized that the card has been previously used. Checking online we realized that someone had used this card on XXXX and made multiple purchases from XXXX and XXXX and now there is only {$2.00} left in it.
Neither myself nor my sister have ever opened or activated this card before that day ( XX/XX/XXXX ).
I contacted Vanilla customer service immediately on XX/XX/XXXX and opened a claim ( case ID XXXX ). I was told that someone will contact me within a few days but no one did. I contacted the support and they said I need to wait for 90 days. I waited for more than 90 days and then followed again, they escalated my case and told me that someone would contact me within 48-72 hours but no one did. I followed up 3 times like this and got the same answer and no one ever responded. I also emailed them a few time with no response. It's been more than 5 months and I still have NO resolution. I emailed them a few times and told them that I would open a claim with consumer protection agencies if I hear no response from them. Again no response. At this point it is evidence that they are not trying to help me and are not responsive to the issue they caused me due to their low security product that has cost me {$500.00}. I really appreciate your support here as I am not sure what to do and how to get my money back.
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| 05/15/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble getting information about the card
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Web |
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I received a Vanilla Gift Card for {$200.00} back in XX/XX/2021. When I went to use the card for the very first time the card was declined. I had checked online to make sure the balance was {$200.00} so I tried the card again and it still declined. When I pulled up the account information it showed that a transaction in NY had just been made for the full {$200.00}. I called and reported it to Vanilla Gift Cards and they sent me a dispute form. I completed the form immediately and emailed it back. I waited about a week and called back they say they never received the dispute form back so I faxed it and emailed it. Finally I received an email confirming they had received it. It states it could take up to 90 days to determine the outcome. Around 90 days I called again and they couldnt find the dispute form, I spoke with a supervisor that said she would escalate it however how could she escalate it if they didnt have my dispute form. Once again time goes by no word on anything I call again and was hung up on. Im so frustrated with the lack of customer service, I finally received and email with a letter attached saying they ruled in my favor and would be mailing me a new card with 2 weeks. Well 2 weeks came and went no new card so I called again and one rep told me they hadnt even started on my claim, frustrated again I asked for a supervisor she said a new card was mailed out and was already used. I told her I did not receive that card, she said it would take another 90 days for them to determine the activity made in the replacement card. Ive never heard of such a thing I received this gift card 6 months ago and still have not been able to use it. The card # XXXX XXXX XXXX XXXX and my dispute # XXXX.
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| 11/23/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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I bought this XXXX XXXX loaded it with {$100.00} to use for my friend that's in jail. So I logged in to the account there with this card and I made two payments {$5.00} at a time well I got a thing email telling me that I need to add more money so after looking at the history on the card there's a bunch of charges on it. well un authorized. I called probably hadn't been 10 days since they happen and I sent them what they wanted three days later I get a XXXX. XXXX Credit in my account but the {$82.00} wasn't and so they tell me they made their decision I can't dispute it I can't do anything about it what they say is final I tell him I want what proof I hear different stories no one will give me proof they keep sending me in circles and now a little bit of money I had on their {$2.00} they won't give it to me that got my card. Who I am I've proved who I am when I got the card I'm not going to do it now and I'm not giving me my money I don't trust them will you please help me I'm on XXXX and I can't afford to lose my money and they won't let me talk to you tonight I can't do anything my hands are tied to tell me they don't have to give me my money back it's their decision but they gave me the dollar XXXX that was something that was done online but the store charges the girl said there was a pen used soap in been used there's a lot you know how somebody got it since I just got that card and nobody knew what my pain would be I didn't use the same one I used with anything else and one store I went to and there wasn't they told me they gave me the receipt to it it was raining as credit I want my money please help me or tell me where I need to go these people should be investigated this company
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| 05/10/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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I purchased a XXXX XXXX gift card at XXXX on XX/XX/XXXX and added {$310.00} to the card. That same day I tried using the gift card on a well-known website that verifies your identity by withdrawing a small amount from your account. However, before I could verify my identity, the card was automatically cancelled. Upon calling customer service, they told me that if they detect any fraudulent activity, they'll automatically cancel the card and issue me a replacement card which would arrive in 7-10 business days.
When I didn't receive the card in 7-10 business days, I called them again on XX/XX/XXXX. They told me to wait an additional 2 weeks in case it got lost in the mail. After two weeks, I called again on XX/XX/XXXX and the call representative said I should have just called after 7-10 business days instead of waiting 2 weeks. Regardless, they said they would send a replacement card. This time I gave them an alternative address to see if that would help. I asked if I could get a tracking number, and they said that wasn't possible. I still didn't receive the card.
I called again on XX/XX/XXXX. I asked if there was any other way to get this replacement card or get my money refunded to me and they said it wasn't possible and all they could do is keep issuing replacement cards and have me wait 7-10 business days. They then said they sent another replacement card.
When I didn't get this card either, I called again on XX/XX/XXXX ( my most recent call ). They said they'd send the replacement card, but I still haven't gotten it.
The customer service has generally been unhelpful and I'm not convinced they're sending these replacement cards since I have received nothing since XXXX.
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| 01/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American, Servicemember |
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I purchased a {$400.00} Vanilla Visa Gift card [ Card # XXXX ] from a XXXX XXXX XXXX in XXXX, Virginia for my wife, XXXX XXXX, in XX/XX/2021. She tried to use the card for the first time in late XX/XX/2021, but it was declined by the merchant. She called Vanilla Visa Gift Card Customer Care [ XXXX ] and was told that there was an issue with the card and it was no longer active. My wife filed a complaint with Vanilla Visa Credit Company, and she was assigned case number XXXX. Vanilla Visa Gift Card sent another card to my wife, but the amount on the new gift card was only {$250.00} [ Card # : XXXX ], {$150.00} less than the original amount of {$400.00}. I contacted Vanilla Visa Gift Card Customer Care multiple times by phone and was told that I would receive an e-mail about the matter. I was also told that the {$250.00} gift card would be inactivated and the matter would be resolved.
The {$250.00} replacement card was, in fact, inactivated by Vanilla Visa Gift Card ; however, Vanilla Visa Gift CardXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Georgia XXXX XXXX XXXX ], did send me a check for {$250.00}, but again, this amount is {$150.00} less than the original gift card purchase of {$400.00}. The company refuses to take responsibility in resolving this issue. I would like to be reimbursed the remaining {$150.00}, and for the CFBP to notify consumers, other Government agencies, and XXXX XXXX XXXX groups that have the mission of protecting consumers and ensuring their protection against fraud and high risk gift card products.
Thank You for your time and consideration.
XXXX XXXX XXXX XXXX, XXXX XXXX Retired XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX
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| 08/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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At XXXX on XX/XX/2022, I purchased a Vanilla Visa gift card in the amount of {$300.00} at a XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX AZ XXXX. I immediately called the gift cards customer service number to activate the card but was told by an automated message that the retailer puts a XXXX hour hold on gift cards. I waited another couple hours before attempting to activate the card on XXXX website. At this point, I was told the balance of the card was {$0.00} as the entire amount had already been spent at XXXX at XXXX - the exact moment the funds became available for use. I called the Vanilla 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 XX/XX/XXXX, I called back and was given a case number - # XXXX - and told I would be receiving an email from the company shortly. I was also told that if XXXX XXXX heard back within 10 business days, to email this address - XXXX. 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 XXXX 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 can not 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.
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| 03/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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I purchased a XXXX XXXX gift card which is distributed and serviced by Incomm Financial Services - from XXXX. I did not even open up the card yet after loading {$200.00} onto the card to pay a bill, and I only had {$1.00} left- just enough to purchase a cheeseburger at XXXX 's when I visited it a few days after purchasing the card and not even opening it yet. I noticed upon logging in to my account that all of my funds had been spent in an entirely different state. I contacted the card services which told me that the transactions were pending and would not be pushed thorugh. That I could call back in 7 days to receive my funds back on a new card after those transactions had bounce. They locked the card, yet the trasactions did go through and now I am completely out of the funds that I need to remain in my housing unit. They said that I may be able to regain some funds in 90 days which is also too long for something that was not my fault. Working in IT and cybersecurity, this is not an acceptable way to handle this customer service situation. It is unfathomable since I am also on social security. Finally it is unacceptable because of them promising to do one thing then doing something else entirely different. They left me feeling betrayed and without any support. It was also a wait time of over 30 minutes to get someone on the phone the first time. Upon asking for a supervisor, I was hung up on. I have heard other such stories like this about XXXX, and it is just unfortunate that because of their support, that I can not buy food this month for my family. I am therefore posting this complaint about their overall service, customer support, and poor policies.
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| 04/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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I had a dispute with one of my gift cards, XXXX refunded me {$500.00}, after 3 months of investigation, incomm 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 billing address, but I have not received a reply, so I filed a complaint with CFPB I hope they can contact me, and then I received a reply from them, asked 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 XX/XX/XXXX to apply to change my address, the customer service representative helped me, and I received new card on XX/XX/XXXX with the ending number XXXX. 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, I hope they can deal with my issue asap, email me as soon as possible my case number is : XXXX, and old address is XXXX XXXX XXXX XXXX XXXX XXXX, Ca. XXXX my original card XXXX my new card number is : XXXX my new address is : XXXX XXXX XXXX XXXX, XXXX NY XXXX XXXX, but the replacement card is not work.
XXXX 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
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| 08/09/2016 |
Yes |
- Prepaid card
- General purpose card
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Web |
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I have purchased a prepaid card through XXXX called XXXX prepaid debit card. My wife and I loaded {$40.00} dollars on the card, just for a bill and trying out a new card to use for bill saving.
We arrive home and my wife and I tried to activate the card online. My anciently clicked the auto fill that remembers previously filled information on certain webs, upon this everything was filled in except my social that i filled in myself. We failed to ensure the name was filled in entirely. We did n't find out until after it went through that only my initials appeared. All information correct except my full name not appearing. So it was not activated.
We call the customer service and they tell me I can not use the card and if I want to I have to send in all of my personal information like my photo ID, my receipt, and my social security information.
Now, I given them all of the correct information however I was not sending in my information just to wait months for them to give me my funds if they ever were. I put my money on the card, trusting the card to use online immediately. This is ridiculous and they tell me i can not receive a refund nor can i use my card, They are able to activate it, they are refusing to. this is not for my safety, this is FRAUD! A SCAM! This is not advertised and they have stolen my money. I can not use my card and receive my funds at all. they want my identity information. This is not something they can do. This is not a bank, but a card. I am baffled and downright upset having trusted this card.
This is ridiculous and others should not use this only to find they can not access their funds. They have stolen my money.
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| 03/14/2016 |
Yes |
- Prepaid card
- General purpose card
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Web |
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On XX/XX/2016 I loaded up a my vanilla prepaid card at the XXXX store in XXXX DE. I PUT XXXX On the card in cash. The very next day I opened up the card and than went on line to register it l like I was suppose to do. 0n XX/XX/2016 i went shopping and when i tried to purchase something it was declined. So right away i called my vanilla card and they said that my card was register to someone else and they were claiming it. Also they asked me to send in my documents which i sent in everything like my social security card, my receipt, my state ID, a copy of the vanilla card front back. And proof of residence, I sent that in by email on XX/XX/2016. Now every time i call them it 's something new. First it was 3-5 than 10-14 days now 60 days before I hear something back. It just does n't make sense. I think it 's fraud. I do n't know if their trying to keep money or what. They wo n't tell me anything. So am lost here.I called XXXX a few days ago and they told me that everything on their end was good but they did find out that my money was used at a collection agency on XX/XX/2016 the next day after a bought it. But how is that so. I want to know because i registered it on XX/XX/2016 on their website and it said i was good to go. They said that the card was activated so i did n't need to go on line and register it. Now am really confused here they also said they do n't know why my vanilla prepaid visa is giving me such a hard time with this dispute. Its crazy how XXXX found out and was able to tell me that XXXX the incomm people from my vanilla act like they do n't know what 's going on with my dispute with them..PLEASE HELP ME SORT THIS OUT.
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| 08/24/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
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|
Web |
Older American, Servicemember |
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On XX/XX/2023, at XXXX, I purchased a Vanilla Gift Card from the XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX. I purchased the card for {$5.00}, and a cash deposit of {$500.00}, totaling XXXX. When I returned to my home, I attempted to activate the card as instructed on the receipt. I noticed that the card was damaged and could not be activated. I also noticed that the 3rd set of numbers were crashed off ( XXXX XXXX XXXX XXXX ). I immediately contact the XXXX store to explain the situation. I spoke with the store XXXX, and she informed me that I could not return the card to the store, and that I would have to contact the Vanilla Gift Card Company to resolve my issue. On XX/XX/2023 I contact The Vanilla Gift Card Company at the telephone number provided on the back of the card ( XXXX ). The person I spoke with informed me that I would have to wait, because they will have to do an investigation. They instructed me to send them a copy of the Gift card, a copy of the purchase receipt, and a copy of my drivers license. Then they gave me a case number : XXXX. I have made numerous phone calls and sent numerous emails for updates on my case. The only answers that they would give me was that the investigation is on going. On or about XX/XX/2023, I contacted theXX/XX/XXXXXXXX, XXXX IL XXXX. They gave me a file number : XXXX. They forward a letter to The Vanilla Gift Card Company, and to me as well, but as of this date they have not received a response to the letter from the Vanilla Gift Card Company. The Law Office referred me to you. I still have the original receipt and the damage card, along with the package that the card came within.
|
| 02/26/2020 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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|
Web |
Older American, Servicemember |
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I contacted Vanilla Visa XX/XX/XXXX regarding the XX/XX/XXXX {$160.00} fraudulent unauthorized transfer on my gift card. The transaction was from XXXX XXXX XXXX. When I spoke with the Customer Care person I was told that it was not a problem that the transaction had occurred XX/XX/XXXX and I wasn't reporting it until now. I explained that I had checked the balance on XX/XX/XXXX and that because I don't receive a statement it's something that I don't check monthly. I was planning to use it for a XXXX gift when I discovered the fraudulent unauthorized transfer. I submitted their Gift Card Dispute Form XX/XX/XXXX ( case XXXX ). On XX/XX/XXXX, in the mail I received a letter from InComm that said my claim was outside the 60 day time frame. According to the Cardholder Agreement ( see attached copy ) that they have on their website for Vanilla Visa Gift Cards issued by XXXX XXXX XXXX XXXX purchased after XX/XX/XXXX under the paragraph Your Liability for Unauthorized Transfers " Under Visa U.S.A. Inc. Operating Regulations, your liability for unauthorized Visa debit transactions on the Gift Card Account is {$0.00} if you are not grossly negligent or fraudulent in the handling of the Gift Card. '' It then says " You must notify us immediately of any unauthorized use '' but does not indicate within a 60 day time frame. I feel I'm entitled to a {$160.00} credit. I filed a complaint with XXXX ( see attached ). InComm has refused to help with this fraudulent unauthorized transfer. In fact in their XX/XX/XXXX response to the XXXX they said they don't even consider it fraud. They are not honoring their Gift Card Cardholder Agreement.
|
| 11/07/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
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On XX/XX/2021 I placed an order with XXXX and paid with my XXXX.XXXX prepaid Visa card. The order amount was for {$26.00}. However, when I checked my account history at XXXX I saw that {$31.00} was charged to my card. I called XXXX on the same date, XX/XX/XXXX, to inquire about this. I spent close to an hour on the phone with them but they could find no record of a {$31.00} charge and suggested I reach out to XXXX
I called the customer service number for XXXX, XXXX after hanging up with XXXX. At that number there is no option to reach a human being. I tried every option they had but could not get a live person on the phone, and none of their prompts were able to help me with this issue.
Thinking that maybe there was some other fee that XXXX could have charged me I consulted their fee structure for the type of card I have. I saw the {$1.00} transaction fee that I already knew about and was charged to my account separate from the {$31.00} charge but XXXX has no other listed fee that would explain the missing money. {$5.00} is not an amount typically used for a fee anyway.
My complaint is against XXXX, but am not specifically sure what I should complain about. I do not know if they charged me a hidden fee of {$5.00} or not because I can not get them on the telephone to ask about this. I suppose my complaint is that they do not have live customer service nor an option to dispute a charge on an account, and also that they potentially charge hidden fees.
Somebody charged me an additional {$5.00} and I want to know who and how this happened, but XXXX has no live customer service. That is not a good way to do business.
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| 12/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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I sold my XXXX at XXXX & I got {$300.00} on a vanilla gift card, the next day I go to order food and Vanilla card is Declining, I go to check the balance & I put the card info in & It says " A System Error Occurred " I call the number on the back of the card XX/XX/2022 the hold time was 40mins to 1hr, so I waited to call the next morning, XX/XX/2022 XXXX XXXX, I called and talked to a lady & she told me that the card was on hold and all she needed to do was reactivate it & the lady activated it and it worked after that, XX/XX/2022 XXXX XXXX, I try to get an XXXX with my Vanilla card & I saw the same error message from XX/XX/2022 so I already knew it was on hold again, I Immediately called Vanilla & they said the card has been compromised due to fraud, they know what they're doing & everytime I call it's always a foreigner, I never called in about any fraud concerns... they told me they could not activate the card because it had been compromised, so for one they put me card on hold without my consent & they told me I would have to wait 7-10 Business days for a replacement card & I told them I have thing to do so I did not have that long to wait I talked to the supervisor named XXXX & he said he could not activate it, & they had no other solution for me except send a replacement card, so pov I was trying to buy food online and they put my card on hold and said it was fraud even tho I'm the only one in possession of this card & they put it on hold bc I tried to also get an XXXX, and now I have to wait 7-10 days for ( MY MONEY ) I'm now looking into who owns Vanilla Gift Card so I can get what is rightfully mine.
|
| 07/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
First purchased gift card at a XXXX on XX/XX/2023.
Tried to use the card online on XX/XX/2023 thats when I discovered the security code was scratched and whited out.
Went back to XXXX to get an exchange said I had to contact the company for that.
Contacted the company on XX/XX/2023, and told them the problem. They said I should email them the images of the card ( front and back ) and the receipt, and they would issue me a new gift card. They said I had to wait 30 business days to get the card.
After 30 business days, I received no confirmation or contact on the status of my new card. I contacted the company, and they said I should wait 24 hours. Did that, no confirmation of new card. Contacted them again, and they told me to wait until after the XXXX of XXXX holiday. Did that, still no confirmation of new card.
Called several times more, even asked to speak to the supervisor and they said they would expedite my request. They said they would refund me for the entire purchase, which is {$40.00} ( I still have the XXXX receipt to confirm this amount ).
Finally, after XXXX calls, they said on Tuesday morning, XX/XX/2023, I should receive an email with confirmation of my refund processed. I never received such email.
I dont want to contact them again. I believe they will not refund me. Now Im out {$40.00} and have a bad gift card that XXXX cant use in store and online. I no longer want a replacement card because I do not trust they will send me a good one. I believe they are a fraudulent company that is hoping I will give up so they can pocket the money without providing a legitimate product.
|
| 12/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
Servicemember |
|
During the first week of XX/XX/2022, I purchased a XXXX XXXX XXXX XXXX for {$300.00} from the XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Fl. When I attempted to use the card the next day to pay a bill it declined. I called the number on the back and it said I had a XXXX balance.I attempted to contact XXXX and XXXX transferred to Incomm Financial Services Dispute team . I completed the dispute form, the card number I purchased was used in XXXX, Ga. I was told to wait XXXX days and I will receive the outcome of the investigation. I'm a XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX I get prepaid cards to pay certain bills. I can't wait XXXX to see if I get my money back, I need my money now. This could be a bigger issue for XXXX XXXX families and all XXXX that are already struggling to pay bills and to get {$300.00} stolen from you, when Incomm financial services is committing fraud by promoting this prepaid card as XXXX. Incomm ( fs ) is aware of this problem. I have already contacted the XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX and made them aware of this issue. I searched the internet about this. A story was done in XXXX, NC on XXXX this year, about these same cards and the same issue with Incomm financial services : Money stolen off card before you can use it. Incomm Financial services needs to be held accountable for committing fraud & not informing the public about this issue, so that we can make an informed decision on if we want to purchase Incomm financial services products or not. Again, I am a XXXX XXXX XXXX XXXX on a budget, I desperately need my money refunded ASAP, please.
|
| 12/29/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
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Web |
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My XXXX year old son son was given a prepaid Visa gift card issued by Vanilla in the amount of {$50.00} last year ( XX/XX/XXXX ) by a friend for his birthday. The card was in a sealed tamper proof holder/envelope. We just opened the card today ( XX/XX/XXXX ) and I called in to get the balance and an automated system told me the balance is {$1.00}, so almost the entire balance has been drained by Vanilla or the issuing bank in less than a year and a half. The gift card package says the only fee is a {$4.00} purchase charge the first time its used, the expiration date on the card and packaging is listed as XX/XX/XXXX, and there is no other indication that usage/account fees or charges would apply, so we had no idea this company would drain the balance before the card was ever opened, activated or used. When I attempted to call Vanilla to speak with customer service and inquire whether there had been any charges and to complain about whatever fees they have withdrawn I got an automated system and was out on hold for half an hour before I gave up. Also, I could not locate a way to email them or otherwise contact customer service on their website. When looking through the printed materials/warranties provided with the gift card, there is no fee schedule listed ( only the purchase fees are listed ). This company is withdrawing fees before cards are even activated and not clearly indicating that fact on their packaging or even in their warranty materials, and is not a available to field inquiry calls or complaints. My son has lost virtually his entire birthday gift to these predatory practices.
|
| 12/23/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
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I purchased a {$300.00} Vanilla Visa gift card at XXXX on XXXX. I made 3 purchases : XXXX to XXXX XXXX for {$28.00} XXXX to XXXX XXXX 's for {$26.00} XXXX at XXXX XXXX for {$6.00}.
I went to use the card in the first week of XXXX. It was at this time that I realized the remaining {$230.00} was used fraudulently. I immediately contacted Vanilla Visa, followed their steps and filed a dispute form on XX/XX/2022. I researched all of the transactions and provided them with detailed information of where/when/amount that my card was fraudulently used. I was able to recover {$9.00} of the {$230.00} from one vendor. I received a confirmation email on XXXX XXXX XXXX that my dispute ( I can provide the case number later if you need it ) was received and to allow 90 days for their review/decision. Once the 90 days was up ( XXXX ), I repeatedly contacted the Vanilla Visa customer number at XXXX. I was always getting the answer of " call back in 24-72 hours and we will have a decision ''. This never was the case. After many, many calls to them, I finally received this answer on XXXX from them : 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.
Today, I received a new Vanilla Visa gift card in the amount of {$9.00} ( for the charges I got recovered ). I have not activated yet, nor do I plan to until I get a resolution on the remaining {$220.00}.
Please advise on how you can help me.
Thank you.
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| 09/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased 2 Vanilla Gift Cars Visas. I put {$100.00} dollars on each card. Total cost I paid was XXXX I purchase beed cards quite XXXX have never had any problems. I purchase these from a different XXXX. I got home opened the cards up and the first card had the third set of numbers partially missing I couldnt make them out. The second card had the last 4 numbers missing completely. I called this in on the XXXX of XXXX and was told to send Al of the documents and receipts in. I sent in everything they requested. I was told by the first person I spoke with to give them XXXX business days, after the 3 business days I didnt hear from them so I resent the documents. I spoke to someone else and they told me it would be 4 business days again and I should check my email and make sure to check my spam. The next time I called the lady told me they didnt send emails. I spoke to someone on Wednesday who claimed to be a Supervisor and asked for some reliable information, he told me he saw Al of my information and someone should have emailed or phoned me with updates, he promised someone would and they were working on my claim. I didnt receive a email or phone call. I have been nice and respectful with these individuals since XX/XX/XXXX and still no direct answers, it feels like Im getting the run around and I feel Ike this is a scam. They cancel the cards I gave them Al of my information and nothing.
I am worried because I purchase these cards today my bill online every month and I feel helpless and nervous about the consequences this is going to have on my credit score. Please help me
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| 03/01/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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VANILLA VISA : I received a {$25.00} Vanilla Visa Gift Card in XX/XX/XXXX.
On XX/XX/XXXX, I tried to use the card to shop online as follows : 1 ) XXXX : Online purchase of items up to {$25.00} + use of XXXX Gift Card. DECLINED. A subsequent purchase went through but only because I also used a separate XXXX Gift Card that had sufficient funds to purchase the entire order. The Vanilla Visa never worked, could never be applied no matter what I did. I tried 4 times.
2 ) XXXX : Online purchase of a XXXX gift card, DECLINED. I tried XXXX 3 times.
3 ) XXXX : Online purchase of a XXXX XXXX XXXX. CANCELLED I reviewed the Vanilla Visa website FAQs, clicked on all pages associated with my card and called XXXX. " XXXX '' answered my call and told me to choose another vender. When I explained my experiences and mentioned that I had already tried three ( 3 ) mainstream vendors, XXXX, XXXX and XXXX, " XXXX '' told me again to try another vendor and suggested I try XXXX.
I asked if I could use the card in-person and was told I could not. I was also told I could not use Vanilla Visa to purchase gift cards and that I could never apply Vanilla Visa to orders in excess of its face value even if I paired Vanilla Visa with gift cards or other forms of payment.
I asked for a reference number for my call to XXXX XXXX Customer Service and was told there was not one, that I should use the card number itself to reference the call ( XXXX XXXX XXXX XXXX ). I called today XX/XX/XXXX at XXXX XXXX.
In addition to Vanilla Visa, I have had great difficulty using other Virtual Visa Gift Cards.
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| 08/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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I received a {$200.00} Vanilla Gift Card as a gift on XXXX XXXX. I had saved it and kept it in my dresser drawer until XX/XX/XXXX. On that day, I had planned to do some grocery shopping and called the XXXX number on the back of the card to make sure I didn't have to activate the card prior to use.
To my surprise, the card had only {$6.00} and change remaining. A purchase for approximately {$190.00} had been processed on XXXX Knowing that I had not made the transaction, I immediately called Vanilla and reported that the card had been stolen. I filed a dispute for the transaction on that day, XX/XX/XXXX. I was told that in order to investigate my claim, I would have to fill out paperwork. However, knowing that federal Regulation E requires that the investigation commence upon my verbal notification that an error ( fraud ) had occurred, I was looking forward to a speedy resolution. The card was closed immediately leaving me with no access to even the {$6.00} that had not been stolen. I did, however, complete the required paperwork and returned it per Vanilla 's email instruction on XX/XX/XXXX.
I heard nothing from them and, on XX/XX/XXXX, resubmitted the completed paperwork. Still no response, no communication whatsoever was received. Today, XX/XX/XXXX, I called to follow-up again and was told that since " they didn't receive my paperwork '' ( which I had submitted twice ), there was nothing that they could do and that they would get to it " when they can. '' I remain out the {$200.00} today and am having to jump through hoops to get back money that was stolen from me.
|
| 11/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX I was given a {$150.00} Vanilla Visa Gift card for my Birthday. I went to use the card on XX/XX/XXXX and the purchase was declined. I called the number on the back of the card and learned that the card was used at a XXXX store in XXXX, CA on XX/XX/XXXX for {$110.00}. I live in the state of CT. The card was purchased in CT. I was trying to use the card in CT. I filed a dispute with Vanilla Visa Gift Card Co on XX/XX/XXXX.
On XX/XX/XXXX I was informed by XXXX XXXX at XXXX ( Parent Company ) that they would not be refunding my money at all since supposedly the card was physically presented at the XXXX store at the time of purchase. Thereby, absolving them of any responsibility. I can prove I was not in California on the dates in question. Again, I have the card in my possession.
Additionally, per their automated message, as soon as a complaint is filed, any balance left on the card is frozen while the complaint is investigated. The card was used AGAIN well after the complaint was filed. This time in XXXX XXXX, CA on XX/XX/XXXX at another XXXX for the remainder of the card balance- {$35.00}. Somehow this money is getting refunded to me per XXXX. Small consolation in the grand scheme.
I want a refund of the {$110.00}. I have filed a complaint with the XXXX XXXXn Georgia, where the XXXX headquarters are. Last I saw the company has yet to respond to this complaint. This is outrageous that I should be penalized in any way for fraudulent activity they allowed. Whether the card was duplicated, the numbers were stolen, whatever, the company should be responsible.
|
| 08/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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My problem is about XXXX gift card with XXXX dollars stored in which is a " gift ''. I lost it and called the company to request a replacement card.
I called them on XX/XX/XXXX at XXXX XXXX to request a replacement card. The customer service representative got my personel information, did security check and told me that my card will be sent in 5-10 business days.
So I waited for three weeks and called them again and this time the customer service representative recommended me to wait a little bit longer.
After waiting ten days I called again and this time the customer service representative told me that there is no record about my replacement request and told she will be creating it. She wanted activation receipt and address proof.
And I sent the activation receipt and address proof with an e-mail and nobady answered it.
Then I called again and another customer representative told me that they didn't get the e-mail.
So I sent it again ( the same e-mail to the same e-mail address ) Then I got an answer that they also need the purchase receipt even though I have the activation receipt.
So I reached my friend which has XXXX kids and have no time and asked her to find the receipt for me with shame. She couldn't find it.
I know that keeping the activation receipts is important for such problems so I kept it and provided it to company but they still don't answer my e-mails and not replacing my card. It has been 4 months since I lost the card.
I think they are trying to make me get tired of requesting replacement card. So it is kind of a fraud activity.
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| 12/07/2023 |
No |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I was given five prepaid cards as a gift. They are for {$500.00} each. They were purchased at XXXX, and the cards say they are from Vanilla. I have receipts from XXXX for each of them. I tried to activate two of them at XXXX, as directed on the card. I got a couple of different error messages, that the system was down, or there was a problem with my card. I then called the company. I went through each of the five cards with the representative. He told me two work ( I have not tried them yet ) and the other three are invalid or have been flagged for fraud. He took my address, phone number, email address, but could not explain why he needed that information. ( I did not purchase the cards, they were a gift. ). He then said I had to submit a complaint to an email address - XXXX. I have to include photos of the card, receipt, packaging, which seems OK, but also my drivers license, which concerns me. Again, the representative could not explain how they will research the matter, or why they need my personal information to do so, including a photo of my drivers license.
The cards were purchased for me on XX/XX/XXXX, and I have admittedly been slow to activate them. But they dont expire until XXXX, so this should not be a problem.
I will initiate the dispute process, but will not send them a photo of my drivers license. I will write back if they insist on this, or if I am unable to access the funds. In the meantime, flagging this incident in case many others are having problem accessing funds that this company is holding via prepaid card purchases.
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| 09/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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opened a complaint on XX/XX/XXXX disputing charges on the Vanilla gift card account from XXXX which, is an online store. I sent all the pictures showing the damaged item and it took the Vanilla gift card disputes team 3 months to respond although I sent a total of 5 emails since I had called numerous times over the course of 3 months. They did not send me an actual update with info until XXXX. They then send an email on XX/XX/2023, which is 22 days after the 10th day of expiration, having full knowledge that I never rc'vd the replacement card or they would of never emailed me about it. I sent them an email on that same day and as usual, they failed to answer. This company is by far the worst I have had to deal with, seems very unethical and I believe they have some type of scam or fraud going on behind the scenes. What is unfortunate is that they have this set up that way when they can easily reimburse the person the money on the card they have but, they opt to send people cards which I believe they never send. The date I should of rc'vd the card was on XX/XX/XXXX and they sent me an email stating the following to remind me of the information knowing that it was 22 days pass the time stated.
This is the message that they sent in the last email below : Greetings, A replacement card/refund check was requested on XX/XX/2023. Please allow 7-10 business days to receive. If you do not receive it within the allotted timeframe, please email XXXX.
Dispute Resolution XXXX XXXX XXXX XXXX GA XXXX E : XXXX F : XXXX PAYMENTS | TECHNOLOGY | INNOVATION
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| 12/25/2021 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble getting information about the card
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Web |
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My name is XXXX XXXX XXXX I at XXXX this morning purchased XXXX, XXXX gift cards from speedy on XXXX XXXX XXXX XXXX in XXXX Mn. I gave them XXXX CASH for XXXX vanilla gift cards and when I tried to use them 1 had ZERO on it..the second it was activated someone purchased XXXX on XXXX and the balance is 0... the 2nd one had also XXXX and when it got activated someone stole XXXX from XXXX XXXX company. The 3rd one is not yet active however I feel once it is someone will steal that as well ... vanilla visa customer care puts u on hold FOREVER..XXXX says XXXX XXXX its my problem and I even called XXXX police and they also said it's my problem..Now how do I give XXXX for 3 gift cards get NOTHING in return and it's MY PROBLEM..The same thing with XXXX happened to me at XXXX back in XXXX and XXXX said its.my problem XXXX Now how do these companies continue to sell bad credit cards and when they are confronted they say GO AWAY? WTH..is this news that they are doing this daily..it 's all over the internet ..I am out XXXX and XXXX and vanilla won't do a thing..thanks for your time..sincerely XXXX XXXX XXXX XXXX XXXX XXXX and God bless fyi.. I called them two times tonight and waited one time for XXXX XXXX and 1 time for XXXX XXXX and both times Vanilla gift card customer service hung up on me said that there was nothing they could do and they hung up as well ... Is this not theft?
.
Sent from my XXXX XXXX Device Get Outlook for XXXX Sent from my XXXX XXXX Device Get Outlook for XXXX Sent from my XXXX XXXX Device Get Outlook foXXXX XXXX
|
| 06/21/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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I received a vanilla gift visa card with a balance of {$200.00} in XX/XX/XXXX.
On XX/XX/XXXX, I tried to check the balance online through VanillaGift.com. I got an error indicating that there was something wrong. Over the next couple of days, I tried checking the balance again and got the same error. On XX/XX/XXXX, I called customer support number listed on the back of the card. Customer support informed me that the balance on the card was {$0.00} and that there was a {$200.00} transaction on the card. I had not initiated any transaction on the card. They opened a dispute case and advised that it would take 45-90 days for the case to be investigated. I followed up with customer support multiple times between XX/XX/XXXX and XX/XX/XXXX and was told that the investigation was ongoing.
On XX/XX/XXXX, I was told that the dispute case was resolved and a replacement card was mailed to me. However, I did not receive the card. I was informed that the replacement card had recent transactions. In response to this, the dispute case was reopened. I enquired if there was a tracking number for the delivery of the replacement card. Customer support confirmed that there wasn't one.
I followed up several times between XX/XX/XXXX and XX/XX/XXXX and was told that investigation is ongoing. On XX/XX/XXXX, I was told that the dispute case was closed. I was not issued a refund or replacement card. Customer support was unable to assist further since the investigation team decided to close the case. I was not provided any explanation of why case was closed.
|
| 12/12/2020 |
Yes |
- Credit card or prepaid card
- Payroll card
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Web |
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XX/XX/20 : Noticed I had unauthorized charges made with my card and contacted XXXX XXXX Support to file a complaint/dispute. They said the charges haven't cleared yet and to contact them to file a dispute when they do clear.
Charges : XXXX XXXX XXXX : {$42.00} XXXX XXXX XXXX : {$51.00} XXXX # XXXX : {$92.00} XXXX # XXXX : {$120.00} XX/XX/20 : Charges cleared so I contacted Instant Financial support again and filed my dispute. They emailed me a dispute pack to fill out and to send it to a third party company named Incomm. I received and filled out and sent the dispute pack that same day to Incomm.
XX/XX/20 : Incomm emails me saying the investigation is complete and that they did NOT find any unauthorized uses and said my money will not be refunded. They provided a contact email if I have any questions regarding their decision. I attempted to email that address provided and I get an instant response from the mail post server saying the email address I attempted to send to has a mailbox that is full and to try again. I attempted to contact the email address several times and still get the auto response saying the mailbox is full for the email. ( XXXX ) XXXX XXXX XXXX again to see why my dispute was denied and they said I have to contact Incomm via the email address that has the full mail box. ( XXXX ). I told them that I get an instant response saying it wasn't delivered and they told me to keep trying ( which I did and have ) and refused to give me a phone number to XXXX XXXX Dispute department and Incomm 's Dispute department.
|
| 08/03/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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Web |
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I had a Vanilla Gift Gard ( Visa ) that I bought from XXXX XXXX on XXXX XX/XX/2022 ( cost {$500.00} ) and had a balance of {$490.00} after activation. I used it for the first time to pay for my XXXX Ride for {$130.00} on XXXX XX/XX/2022, and a second time in XXXX XXXX ( XXXX, California ) for a bill of {$28.00} on XXXX XX/XX/2022, both of which were successful. However, when I tried to use it on the subsequent days, my payments were declined everywhere. I called the Vanilla Gift Card customer care with the toll-free number given on the back of the card, and I was told that my card was compromised and that they found a series of {$10.00} transactions on XXXX. As a security measure, they have blocked my card with a current balance of around {$97.00}. There was no way for me to check the balance and the transactions as my card was blocked.
As per the suggestion of customer care, I filed a dispute with the company ( Vanilla Gift ) on XXXX XX/XX/2022. I was told that the process might take anywhere from 45-90 days, yet even after repeated enquiries and emails, I am yet to get any update. I have researched and found that most customers who file a complaint with the company do not receive any response from them even after 90 days. As I am an XXXX XXXX XXXX in the USA, I can not wait for 90 days for any resolution, as I am to go back to my country on XXXX XXXX. I also can not spare or lose this huge amount ( {$320.00} ). I kindly request you to look up this matter with the company and help me get my money back as soon as possible.
|
| 02/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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My wife purchased six {$500.00} cards. She purchased them in pairs, with three purchases of {$1000.00} for each. We purchased these in XX/XX/2022. One set of two cards was to be a gift to my brother-in-law whos getting married, the other set of two cards was to be another gift to my daughter, who is getting married, and the third set of two were to be set aside as a savings tool. Three weeks ago, we attempted to use one of the cards that we had set aside as a savings tool, and found that it would not go through. I called vanilla gift cards directly after numerous times I was told conflicting information. Finally, after speaking to a manager, I was told that the situation would be escalated And that department that they were escalating it to could not be contacted directly by me. They could only be contacted by the customer service representative via email. I was told I would be called within 72 hours. I was not called. I called back and waited to talk to a manager who was that again said they were sending another email. According to vanilla cards, all six gift cards were discontinued because they were labeled as being fraudulent. They were purchased online and we have the purchase orders, and we have confirmed with our bank, XXXX XXXX, that the money did go through to vanilla carts. Because it has been longer than 90 days XXXX XXXX will not be able to help us. We have {$3000.00} that we want to get back because these cards will not be reactivated and vanilla gift cards is not getting back to us about refunding the money.
|
| 12/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
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Web |
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XX/XX/2022 ( Sat ) : At XXXX ( call duration : XXXX XXXX ), I informed representative that I could not sign-in to my account online. The representative, who could not speak XXXX well, kept telling me I could just go online to access my account. I again told her I could not sign-in to my account online! I told her I was getting an error message that said, " A system error has occurred. Please try again later. '' She responded by telling me I was using the wrong username ( which is not true, because I copy & paste username from a text file ). She told me to use all lower case letters of my username instead, and to wait XXXX XXXX and try again.
XX/XX/2022 ( Sat ) : At XXXX ( call duration : XXXX XXXX ), I called back and told the representative that I still could not sign-in to my account online. The representative just tells me to go online and access my account. Again I told her I could not access my account online because you are not allowing me to sign-in to my account! She then tells me to wait XXXX XXXX before trying to sign in. I told her I did wait the XXXX XXXX and more, but still could not sign in. She then reverts back to telling me to go online and access my account. I again told her more firmly, " I Can Not Sign-In to my Account Online! '' She then puts me on hold and never returns.
XX/XX/2022 ( Tue ) : At XXXX ( call duration : XXXX XXXX ), Called to cancel this account, but no answer.
XX/XX/2022 ( Wed ) : At XXXX ( call duration : XXXX XXXX ), Called to cancel account, but no answer.
|
| 10/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Servicemember |
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On XX/XX/2023 I called Vanilla Gift card at XXXX to dispute a transaction for XXXX at XXXX XXXX that was charged in XXXX XXXX ( I live in XXXX XXXX ) to my gift card as a fraudulent charge, as it was not me that used that card there. I spoke with someone at Vanilla that told me my card would be on hold while the charge was looked into and it would take XXXX days. I filled out the dispute form that was e mailed to me by Vanilla. On XX/XX/XXXX I received an e mail stating they needed a copy of the gift card and the receipt showing the purchase of the gift card. I e mailed both back that day. I waited until XX/XX/XXXX to call and see what the status was and to make sure they didn't need anything further from me. I spoke with someone on XX/XX/XXXX that said I should have resolution the following week. I called the following week and was told to call back the following week. I have called almost weekly and keep getting the same answer. Call back the following week. The last two times I have asked to speak to a supervisor. They transfer the call to hold music where no one ever picks up. I have also repeatedly asked to just have the card turned back on and they tell me they can't do that because it's in " dispute ''. I've also asked to just have a new card sent minus the XXXX XXXXXXXX, at this point I don't care. Again I get told the same thing. It's in " dispute '' and they can't. It should not take 3 months to verify a XXXX charge. I didn't care about the XXXX, I only cared that someone had my card information.
|
| 04/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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I am writing to file a complaint against Incomm Financial Services , Inc. regarding a visa gift card that I purchased at XXXX on XX/XX/XXXX. The security code on the card was not visible, so I called the number on the back of my card to request a replacement card. A case was opened, but I later discovered that the security code was not needed for my rent payment, so I requested to close the case. However, InComm Payments informed me that the case can not be closed and requested that I send them my driving license, purchase receipt, and pictures of the gift card via email.
I sent all the required information to Incomm Financial Services , Inc. on XX/XX/XXXX at XXXX XXXX, and it has now been 3 weeks but I still haven't heard from them. Every time I called them, I was forced to wait for a long time on the line only to receive dismissive responses.
In addition, Incomm Financial Services , Inc. froze my gift card for " security concerns '' but by requiring me to send them my ID and gift card by email, they have actually put my identity and my gift card at even greater risk. They have also continuously failed to provide a resolution in a timely manner.
Therefore, I am requesting that Incomm Financial Services , Inc. immediately unfreeze my gift card or issue me a replacement card. I believe that Incomm Financial Services , Inc. has not handled my case properly, and their lack of communication and resolution is causing me significant inconvenience and distress.
Thank you for your attention to this matter.
|
| 03/03/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
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Web |
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I purchased a Vanilla Visa Gift Card in-store at XXXX 's XXXX XXXX for {$200.00} + {$5.00} activation fee. on XX/XX/XXXX at XXXX in XXXX FL as a wedding gift to the family member 's wedding. The bride later told me that she attempted to use the gift card however it showed that it was not activated at the register by the store. I contact XXXX to advise the gift card was never activated and they told me to reach out to Vanilla Visa directly. I contact Vanilla Visa who further explained that they could not confirm that the gift card I purchased at the store was the same gift card that was never activated. I told them I can provider proof that I purchased the gift card in store however that did not seem to matter to Vanilla Visa.
I, then, filed a dispute with my bank XXXX XXXX in order to recoup the {$200.00} + {$5.00} that I lost for an ineffective gift card. XXXX XXXX denied my claim as they stated XXXX confirmed the purchase. I contact XXXX XXXX on XX/XX/XXXX further explain that while it is true that I did, in fact, purchase the Vanilla Visa gift card at XXXX, the store never activated the gift card thus rending the gift card useless & ineffective.
Vanilla Visa recommended I contact XXXX. XXXX recommended I contact Vanilla Visa. And my bank XXXX XXXX is doing nothing to help. I don't believe its right for me to be scammed out of {$200.00} + {$5.00} activation fee for a gift card ( which is now just a piece of plastic ) because these companies refuse to take ownership. This seems to be a common issue.
|
| 01/30/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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|
Received {$500.00} Vanilla Gift Card.
On XX/XX/2020 noticed ( via VanillaGift.com ) THREE XXXX transactions totalling approx. {$150.00} by someone other than myself.
I notified Vanilla Gift card Customer Service # XXXX on same date, XX/XX/2020. I was given a Case ID # XXXX and that I would receive a " Dispute Packet '' in 24 hours. I did not receive the packet via email ( and also was not able to use the card nor have access to it online ) and so I called next day, XX/XX/2020 to request packet. Received their Dispute Packet via email and completed form and faxed XX/XX/2020 using their form. I called to confirm receipt of my fax on XX/XX/2020 andXX/XX/2020 which rep. could not confirm was told back office has up to 10 business days.
On XX/XX/2020 I called and was told that the Case ID XXXX was deleted and gave me a new one, # XXXX ( which would start the 10 day review process by their back office all over again. ) I faxed their Dispute Form again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and called each day to confirm receipt of my fax which rep. could not confirm as back office has up to 10 business days. I called XX/XX/XXXX ( on the 10th day from XX/XX/XXXX 2nd case # ) and was told by rep. that their back office did not receive my faxes. Gave rep all dates faxed, all my calls to follow-up and have fax confirmations of all being received. I gave rep the number that I faxed from and confirmed their fax information. To date, I have not heard nor received a response on the status of my dispute.
|
| 10/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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I got the gift/credit card at XX/XX/XXXX, it was given to me by my godfather unopened and bought from a store. I opened it XX/XX/XXXX to find that it only had {$19.00} balance out of {$100.00}. There were transactions on the card on XX/XX/XXXX, even if I opened the card fresh from the sealed packaging. The unauthorized transactions were detailed in the dispute : XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX {$18.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$14.00} XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX {$5.00} XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX {$30.00} XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX {$10.00} I filed a dispute case with XXXX on XX/XX/XXXX. They informed me that it would resolve within 45-90 days. I sent the complete card details with pictures, my proof of residence, and identification hoping they would mail me a replacement with the complete balance of {$100.00}. I never used the compromised card to avoid tampering the investigation.
I kept calling back XXXX times a month until XX/XX/XXXX to check on the status but they told me to keep waiting. XX/XX/XXXX would be around 180-210 days from the dispute date with no resolution still. Then, I called one last time on XX/XX/XXXX and they said that my dispute case number could not be found. I resent all the documents to them and told them of the email thread. I figured that they are just running me around so that I would give up the dispute.
Up to now, I have not received a follow up from them and it is tiring to deal with them.
|
| 03/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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|
Web |
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On XX/XX/XXXX and XXXX, I found out that I have 2 cards that can't be used and can't check the balance. I called the customer and asked what was wrong with my card. They told me that they locked my card and will Replace a new card for me, I called them on XX/XX/XXXX, and told me that I will receive new cards on XX/XX/XXXX and XXXX, respectively, a {$500.00} card ending in XXXX, and {$300.00} card that ends in XXXX, but I didn't receive it until today, I found out that they sent the card to a wrong address, XXXX XXXX XXXX XXXX XXXX, there is a small error in this address, the correct one is XXXX XXXX XXXX XXXX XXXX, I asked to resend me to the correct address, or change the two replacement cards to the correct address, but they refused me, gave me the case number and kept me waiting, I have been waiting for half a month Didn't receive my card, and asked me to continue to wait, and asked me to upload my privacy documents, the gift card is originally an anonymous shopping card, even though I uploaded my purchase receipt, I didn't get a reply from them as soon as possible, I'm so helpless, I don't want to lose XXXX dollars, this is my family 's money to buy food, I've waited too long, please help case number is XXXX and XXXX yesterday I call back and told me I will received the new card this week, but They cheat me Again and today another person told me to wait and send my ducument. I sent so many times.
one card I have receipt and another one I haven't receipt because it is gift my friend sent to me
|
| 03/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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I have 2 cards not working, one is XXXX dollars and the other is XXXX dollars, on XX/XX/XXXX I contacted customer service, they said they can help me replace a new card, I will be on XX/XX/XXXX and XX/XX/XXXX Received it, and told me the tail number of the new product. Due to my local weather problems, this letter was delayed, and I have not received it. I will call back and ask a customer service to create a case number for meAnd every time I have to wait 40 minutes to connect to the phone, but there is no way to solve the problem, I complained to the cfpb about the company, but they said that we did not provide the materials they needed, actually I submitted several times, I submitted them all Yes, but still no reply, they won't upgrade my case, they won't solve anything for me, and they don't want to refund my money, which is the daily expenses of my new company, because the company has just been established and is in the process of It was a very difficult time, but the income company embezzled our {$800.00} money and refused to exchange it. I have been waiting for almost 2 months and cant use the money. They always replied that I didnt receive my documents and closed the case. I can actually prove that they did receive my documents and I hope my card can be processed as soon as possible as our business needs the money to do business and if I don't get it I will go to small claims court sue you my case number isXXXX XXXX and XXXX XXXX.
my card number is XXXX and XXXX, {$500.00} and {$300.00}
|
| 12/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
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Web |
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The card XXXX XXXXXXXX XXXX XXXX was purchased in XX/XX/2022 and used once to purchase a 1 year subscription to the paramount streaming service.
The card has been locked up and not used or accessible to anyone since first use.
Tried to use the card for a purchase on the XXXXXXXX XXXX XXXXXX/XX/2022 and it was declined. When I logged into the card issuer website I found that a fraudulent charge was placed using the card to purchase XXXX gift cards on XX/XX/2022.
I contacted XXXX and gave them the purchase info and verified that the purchase had nothing to do with me.
The fraudulent charge was causing my attempted purchase to be declined Contacted the card company ( XXXXXXXX ) on XXXX XX/XX/2022. Was made to enter the card number multiple times then the cvv number multiple times before being placed on hold for 1 hour. When call was finally answered I explained the issue and was told an email would be sent within 5 minutes requesting the information needed to process my dispute but he email was never received.
Called company again that same day. Same issue with card number and cvv number needing to be entered multiple times. When call was answered after 30 minutes hold time I started to explain that I had not received the email and was being told that it would be 60 to 90 days until a complaint could be pursued and when I started saying that I felt that was unacceptable the call was disconnected from their end.
The process and hold times needed to contact the company makes it very difficult.
|
| 09/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
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I had a Vanilla Gift Card with a balance of {$30.00}. On XX/XX/22, I noticed there was an unauthorized transaction of {$29.00} from XXXX. I have never heard of this company and a XXXX search didn't come up with any information. The charge was still pending at the time I called Vanilla XXXX with the number on the back of the card. I spoke to a representative on XXXX. The representative had an accent and it seemed like a call center in another country. The representative stated he was going to issue a replacement card to me. I also asked the representative no less than 3 times if I would get back my {$29.00} and he said " yes '' all 3 times. I ask the rep if there was anything else for me to do and he stated no.
On XX/XX/22, I received the replacement Vanilla gift card. I checked the balance, and it was {$0.00}. So, I called Vanilla ( XXXX ) again and spoke to another rep. This time the rep informed me that I needed to contact the vendor to dispute the charge and to fill out a dispute form and email it back to them. I questioned this new rep why the first rep on XX/XX/22 didn't give me this information and he couldn't answer it. The rep gave me the phone number for the vendor. I attempted to contact the vendor but was unable to get a hold of anyone. It kept going to a voice message box that was full. The rep then emailed me a copy of the dispute letter. I completed it and emailed it back on XX/XX/22 ( see attached ). I have never received a response, and this is why I am filing this complaint.
|
| 12/26/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
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I received the prepaid gift card as a gift in XX/XX/2022. It was sealed in its original packaging and I did not attempt to use it until XX/XX/2022, when I tried to purchase a pair of shoes online from XXXX. The card was declined so I checked the www.mybalancenow.com website and learned that the balance on the card was {$0.00} and that the full {$200.00} value had been charged to an XXXX purchase in XX/XX/2022. The XXXX purchase in XX/XX/2022 was not authorized, was not made my me, and I never gave anyone the card or card number. I did not know the number myself until I opened the package it came in for the first time on XX/XX/XXXX. I called your customer service line and began this claim immediately after learning about the fraudulent, unauthorized transaction for the first time on XX/XX/2022.
Everything about the reporting and resolution process seems like a fraud and designed not to address the problem/loss. They are slow, do not respond for days or weeks, and the timeline for every step has been delay after delay. I thought I had initiated a claim over the phone but then learned I must submit a form. It took almost two weeks to get the form. I submitted the form on XX/XX/2022, and have asked for periodic updates and they rarely respond. I finally got an email saying a replacement card had been sent and would arrive by XX/XX/2022, but it has never arrived. I tried to follow up on the status and they have not responded. I need help getting this finally resolved after four months of trying.
|
| 02/12/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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I bought a XXXX XXXX prepay gift card on XXXX at a XXXX store I put {$300.00} cash down on the card I never used the card. I checked the balance when I got home that night an hour or so after I bought the card and it already had {$140.00} charged on it, I will say this again I never used the card and to this day I have not had Acess to the funds I put down. After finding out about the charges I didnt make I called the number on the back of the card. The only why I could talk to a person is by entering the card number, exp. date and code on back and getting a recorded voice say the card numbers are invalid please try again after doing 4 to 5 time it gives the option to talk to customer service, they told me when I finally got a person there are no direct phone numbers to get to customer service, so I have to go though this process every time I want to talk to them and it takes about 30 ; minutes to do this process every time.
Well I told them I didnt use the card and I filled a fraud complaint, they sent me a email and I faxed it to them XXXX XXXX XXXX who has a fax machine any way these days. Well I do now. And the card was put on hold including the undisputed amount of {$160.00} I had no acess to any funds. Well its XXXX XXXX XXXX and they are saying it will take 45 to 90 days to complete the investigation. Thats from XX/XX/XXXX I am told even though I faxed almost 2 weeks before that.
I have spoken to 5 or 6 different representatives and its been a different story almost every time.
|
| 01/25/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
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|
Web |
|
|
I sent my husband to the store to buy a prepaid Visa gift card so I could purchase prescription glasses online because my current pair were crushed. Instead of picking up a VisaVanilla gift card, the one I usually use for online purchases, he picked up a MyVanilla card. It's personalized, which I don't want. It's reloadable, which I don't want. Instead of a one-time purchase fee, it has a one-time purchase fee, a transaction fee, a balance inquiry fee, a withdraw fee, a statement fee, a inactivity fee, a replacement card fee, a transaction declined fee, and a balance liquidation fee. This is not at all the card I wanted. I needed a one-time use, then throw away card. There is only {$50.00} on the card and that entire amount is going to the company I am buying my glasses from. Not only do I have to wait for customer service to respond to my complaint, though it is my husband 's mistake, I have to pray that I can transfer the balance onto a VisaVanilla card, then wait several days to get it in the mail, unless they have a virtual card that I could transfer the balance to. Then I still have to place the order for my glasses and wait a couple of days to receive in the mail. The entire time having horrible eye sight that prevents me from driving, so I am out of pocket and out of work for at least a week. I am very limited on funds and put what I had on this card. I have no options. Any time or help put towards this matter is extremely appreciated. Thank you in advance. Have a blessed weekend.
|
| 07/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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My mother purchased a Vanilla Gift card for {$50.00} from a XXXXXXXX XXXX XXXX on XX/XX/XXXX. One year later, I went to activate the card so that I could use it, it said the funds have been used on XX/XX/XXXX, exactly 5 months later to the date of purchase. This seemed impossible because I could barely get the card out of the cardboard. I also have no idea what this company is XXXX XXXX - XXXX, where the funds were used.
I have called Vanilla gift card five times. The first time, the representative acted like he didn't want to be bothered to send me the claim form and I believe he purposely entered my information incorrectly. Once I had that information corrected, I was told they would send me the claim form in 10 days. Approximately 12 days later, they said they would send the claim form in 3 days. That was on XX/XX/XXXX. Today, XX/XX/XXXX, I called them and they said it will be another 5 days. When I asked who the email will come from, they said " income dispute '' email address XXXX. How can this even be a real email. I have read countless stories online of people being the victims of fraud from XXXX and can never have their issue resolved. They need to be shutdown. They are part of a bank and I would not be surprised if it is the employees themselves illegally redeeming the cards and scamming people.
I have read countless stories from other users of XXXX XXXX services and news reports of exactly my same experience, yet this company is allowed to continue to operate.
|
| 02/14/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/2020 I purchased a Vanilla Visa Gift Card from a XXXX store in XXXX, SC. I immediately purchased a pack of mints for {$4.00} ( approximately ) at the same XXXX so that I could create a PIN for the card. I bought it for my XXXX year old daughter to take to XXXX XXXX for a school field trip. I originally added {$130.00} to the card and so there was a little over {$120.00} left on it. My daughter had a friend that also bought one at the same store and within 2 hours the money was gone and she had not used it. I then checked our card and the money was still there. I didn't check the balance again until XX/XX/XXXX and there was only around {$.00} left on the card and we had never made another purchase. I called the company immediately and they told me where the charges were made ( somewhere online but I couldn't understand what the person was saying ). She then told me they would investigate and IF the charges were not ours we may get our money back in 90 days or so. My daughter was at XXXX with no money because we thought we were using a safe way to send money with her! They had horrible customer service and that same day another girl on the trip had that happen to the same Vanilla brand Visa gift card ( bought at a different store ). I have had several people now tell me this happened to them and they never got their money back. There are numerous complaints I have now found online about these gift cards. We just want them to make it right and return our money ASAP!
|
| 12/02/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
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Web |
|
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Thursday, XX/XX/23 I went to XXXX to buy a XXXX gift card for online use because I only had cash. I loaded it with XXXX. The same night I was trying to purchase something on XXXX for XXXX and the money wouldnt go through, so i kept checking on their website on securespend.com. It said at the back that I had to wait XXXX before it could get activated, even though the website says it has been activated, so I did. While waiting i kept checking their website to see if the balance changed and the money went through, but no changes. then earlier this morning Friday, XX/XX/23 their website wouldnt let me in anymore. After waiting for more than XXXX, I called the number and then asked for a live teller. The teller asked for my name, card number, expiration date, how much was on the card, and XXXX digit number at the back of the card. After this they said my card is on hold because it has been compromised. I told them no it has not been compromised because its only been with me, but they insisted that it may have been so they decided to get a replacement card for me. They then asked for my address and said it will arrive in XXXX business days. I said a month was too long and so they said i could get it in XXXX business days. XXXX writing this complaint because I do not have an ounce of trust that I will get that card in XXXX business days. The teller that answered me had an XXXX accent, and they could not give me enough information to satisfy and give reason on what is happening.
|
| 02/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
A Vanilla Visa prepaid debit card in the amount of {$500.00} ( along with a {$5.00} purchase fee ) was purchased on XX/XX/XXXXXXXX from the XXXXXXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX. At the time of the card being purchased, there was no indication that the packaging had been altered or otherwise tampered with. On XX/XX/XXXX, I opened the card packaging in order to use it only to discover that the actual prepaid card had been replaced by a XXXX gift card with a {$0.00} balance. It appears that the barcode of the actual prepaid Visa card used for activation at the point-of-sale had been photocopied and taped onto the back of the XXXX store gift card and then repackaged so as to appear legitimate. I immediately contacted the Vanilla customer service phone number on the packaging to report the fraud and ask for a refund. I provided all of my contact and identifying information to the phone agent. I also immediately sent an email to InComm as requested with several photos of the packaging, the purchase receipt from XXXX, and my XXXX driver 's license. The internal case number assigned is XXXX.
I've made multiple phone calls to the vanilla customer service line and to the InComm corporate office in XXXXXXXX XXXX to request an update on the resolution, but have received no substantive response from them. At this time, I'm requesting that a refund in the amount of {$500.00} be immediately issued to me via check and mailed to my postal address. Thank you.
|
| 06/23/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
To Whom It May Concern : I am writing to complaint XXXX XXXX XXXX XXXX XXXX.
I bought this card on XX/XX/2023 at XXXX XXXX, in XXXX at XXXX XXXX XXXX with a value of XXXX dollars. I kept this card with me, and I never left XXXX. I tried to use this card on XX/XX/2023, and the transaction was declined. I called the Vanilla customer support number at XXXX and set up a dispute case number of XXXX.
I found out that this was used twice on XX/XX/2023 out of XXXX. The first time was in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX with a transaction amount of {$350.00} and the second time was in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX with a transaction amount of {$150.00}. Therefore, I lost all my gift card value within XXXX hours from out of the state transactions even I kept card with me and never travelled out of XXXX
It is understandable criminals can easily steal such information nowadays. However, this is impossible to understand how Vanilla handles and solves this problem. I called many times and every time I was put on hold for more than XXXX XXXX before someone answered phone. They always told me that they will contact me within XXXX to XXXX hours or XXXX XXXX In facts, they never contacted me despite my phone calls and emails.
I simply want them to send me a new card with the same value that I paid but it seems they are using a delaying method to keep their mistakes.
Thank you for your help!
|
| 07/25/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased vanilla gift card at XXXX for {$100.00} on XX/XX/XXXX with XXXX activation. I quickly found out that it did not have all the numbers on it- it only had XXXX therefore defective. I sent case info on XX/XX/XXXX and feel like they are acting unethical in their refund/replacement process. I have included below an email I sent to them today. Ive made numerous (! ) calls but still issue a nresolved. I googled complaints online regarding these cards and the complaints listed are in the hundreds.
Here is the email I sent today after also calling today.
Case XXXX Please provide update. Ive called customer service 6 or more times & keep getting this info 30 business days to process n then 10 business days to mail.
Then I was told I would receive replacement card by XX/XX/XXXX that did not happen. I purchased card XX/XX/XXXX and sent case information multiple times. Your company has confirmed my complaint and request as if XX/XX/XXXX.
All calls that I have made since XX/XX/XXXX. I receive the same response. We have escalated your request. Call back within 24-48 hours & we have informed back office that this request is out of the standard processing time frame. I purchased card and it was defective. It only had 12 numbers on it. Please please process this request. I have done nothing wrong. I purchased a product and it is defected.
~~~~~~ Im not sure this is the correct avenue but thought I would try this way first, please advise accordingly.
Regards, XXXX XXXX
|
| 10/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2022, I purchased {$2.00}, XXXX ( XXXX {$500.00} each ) of prepaid XXXX cards at a grocery store that were issued by Incomm. When I opened the packaging on the cards, I saw the last XXXX digits were missing on XXXX out of XXXX cards. In addition to the last XXXX digits being missing, the back of the respective card had no cvv code.
I opened a complaint with Incomm and was assigned case # XXXX. I sent documents showing the missing numbers on the card as well as a picture of the receipt.
On XX/XX/XXXX, I received an email saying I would be issued replacement cards within 7-10 business days. It has been 20 business days but I have not yet received the replacement cards.
I have called the company multiple times to ask them to resend new replacement cards with a balance of {$1000.00}. As of my last call on XX/XX/XXXX, the customer service rep initially said that given the 7-10 business days timeline had long since passed, she would need to talk to her supervisor about sending new replacement cards. After talking to her supervisor, she came back on the line and said they can not issue new replacement cards and I needed to wait until XX/XX/XXXX, before calling back as maybe the original replacements cards had been delayed.
Given that its been more than 30 days since the original complaint and the fact that the replacement cards have most likely been lost in the mail, I am filing a CFPB complaint rather than waiting on whatever new timeline Incomm makes up.
|
| 01/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a {$500.00} gift card on XX/XX/XXXX or XXXX I can't use it. I called the number on the back of the card and was told me will sent me a replacement new card.After ten days I received this new gift card but I found this new gift card isn't a new card. it is actived when I received. and I called the card campany to ask cleint help me active this card but she said, I can used it directly. but after 1 hour, I try to used this card, it not work, I ask my granddaughter to call the card campany again, but they asked my name and my granddaughter 's name and they said the name was wrong and they told me to call them by myself and I have to call again and again, I don't know what happened to this hour why they always saying my information is wrong, not my name, I asked to verify my address to them, if it isnt my card, how would I receive this replacement card, and then their attitudes are very bad, they dont listen to the explanation at all, and dont Solved the problem, only repeated that the name was wrong, I asked for ownership, every time I called them, they didnt solve the problem, even didnt give me the case number, I sent them my information by email, but there was no reply, I just want my card back, the gift is a new {$500.00}, but the original card is no longer usable, it's been a month and I lost the receipt, I only have this new replacement gift card, it's {$500.00} Amount that doesn't work, I think they lied to me by not wanting to give me a new card.
|
| 07/07/2016 |
Yes |
- Prepaid card
- Mobile wallet
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
I have been in the habit of purchasing " XXXX XXXX XXXX '' and using them to load money into my XXXX account. Last year I purchased XXXX cards for {$500.00} each and did not immediately load them into my account. XX/XX/XXXX I scratched off the PIN on one of them and attempted to redeem it, only to be told that the PIN had already been used. I contacted the customer service number and provided the serial numbers of the other XXXX cards and was told that they too had been emptied, even though I had never scratched off and revealed their PINs. XXXX uses the XXXX XXXX XXXX to handle reloads and I submitted a dispute form to them. After 6 weeks hearing nothing, I contacted them again and was told that I had been the victim of a fraud and that there would be no funds returned to me. I asked how I could be the victim of a fraud here and they said that I allowed someone to get ahold of my PIN. I asked how I could have done that, since I did not know what the PIN was, given that the PIN was still hidden under a silver coating on the back of the card.
They told me that I needed to file a police report and have the police investigator contact XXXX. This seems preposterous to me. If I go into a XXXX XXXX and purchase an XXXX and discover when I open the box that someone has substituted a brick, I do n't go to the police, I go to XXXX XXXX.
XXXX XXXX XXXX has poor security and fraud detection and THEY released my funds to someone else. I was not robbed ; they were.
|
| 09/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Purchased XXXX XXXX XXXX on XX/XX/XXXX from the XXXX Store located in XXXX, VA. The cards are issued by Incomm Financial ServicesXXXX XXXX XXXX -I gifted the cards on XX/XX/XXXX -One of the cards was tried to be used on XX/XX/XXXX and was told the card was already used. I pulled up the transaction report and the card was used at the XXXX XXXX located in XXXX, VA on XX/XX/XXXX. I know that it was not from the individuals that I purchased the cards from because they do not live in VA.One card filed a fraud claim and has received the replacement card in XX/XX/XXXX, while I am still waiting on the other replacement card.
-I filed a fraud claim on XX/XX/XXXX at XXXX and spoke with XXXX XXXX XXXX she provided a case # XXXX and explained that it would take 45-90days to process.
- Sent the siged dispute form to XXXX XX/XX/XXXX at XXXX -I followed with an email to XXXX on XX/XX/XXXX, and received an email on XX/XX/XXXX requesting a copy of the card, the receipt and Case # XXXX and once they receive it will take 10 days for the replacement card.
-I sent all requested documents on XXXX, XXXX -I emailed on XX/XX/XXXX asking when I will receive the replacement card, no reply -I resent the requested docs on XX/XX/XXXX, no reply -I called XXXX on XX/XX/XXXX, the gentleman told me that they did receive my paperwork and it is in process -I sent an email on XX/XX/XXXX requesting the status, no reply -I sent an email on XX/XX/XXXX requesting the status, no reply
|
| 09/23/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a XXXX prepaid card on XX/XX/XXXX2018 and was told at register after I loaded {$230.00} onto it would be immediately available for use. I went outside tried to activate the card and it keeps declining do to identity verify. I tried to return it right away within 10 min of purchase without even leaving their parking lot on XX/XX/XXXX2018 as I couldnt use it and was denied do to it being a prepaid card. I called XXXX card the same day setup a pin and gave my information they said they couldnt verify all I would need to email them color copies of my ID, front + back of the prepaid card and copy of the receipt before would be activated to incomms email they gave me. I sent in the documents as they requested onXX/XX/XXXX2018z When I call them today XX/XX/XXXX2018 to see if it has been completed Im told they want color copy of my social security card now emailed to them. I dont feel comfortable emailing them all my personal information they are now requesting I shouldnt have to provide. Ive already provided my state issued identification and proof of address and Purchase of the card. I simply asked to get a refund sent to my address shown on my Id with the receipts and proof of card purchase. They are denying me access to my funds which I have proved are mine and have receipts for everything. This is not fair for them to take my money and hold it hostage while failing to give me reasonable option to release. I want my money returned to me.
|
| 04/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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XX/XX/XXXX : I opened the VanillaGift card for the first time. I went to VanillaGift.com to verify the card balance before using, the balance was XXXX so I then called the customer service number ( XXXX ) XXXX on the back of the card and a XXXX balance was stated again with a charge history of {$5.00} for which I took was the activation fee charged when purchased by Hype Roofing and Construction. After reviewing the cardholder instructions, it stated to Select any 4 digit PIN at first use. The card was given to me in XX/XX/XXXX by the Owner of XXXX XXXX and XXXX as a gift for installing a new roof.
XX/XX/XXXX : My first attempt using the card was at XXXX in XXXX, TX where I tried my 4 digit PIN with no success. Called customer service found 30 charges @ {$5.00} each for XXXX XXXX had posted against the card in XX/XX/XXXX but I explained, I'd just opened the card on XX/XX/XXXX.
XX/XX/XXXX : I filed Dispute, Case ID / XXXX and received email confirmation. Called XX/XX/XXXX and customer service says they have no record of Dispute, faxed same documents the same day. Called week of XX/XX/XXXX to verify status and was aked to call back on XX/XX/XXXX due to no status available. Called XX/XX/XXXX and was told to wait a few more days and call back. Vanilla Gift 's Dispute timeline for resolution is 90 days from the date of receipt. Original Date of Dispute was XX/XX/XXXX and 90 days from there, XX/XX/XXXX. Its now XX/XX/XXXX with No resolution.
|
| 09/15/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
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PayPal/Cash - My nephew called me with a paypal/cash card number to load onto my paypal account. The amount is {$150.00}. When I load it to my account, it comes up with an error code XXXX. I tried for several days, did research online and found others with the same problem. I did as someone had suggested, but still could not load the amount onto my card. I called PayPal/Cash - all it is is a recording that lets you know the card is active and how much is on the card. My card is active with the amount. So I called PayPal customer Service, I was told I had to get the serial number off the card before they will load the amount onto my account. I called my nephew, he had thrown the card away. I called paypal back, they said without that serial number they ca n't do anything. To me this is fraud - because no one can load that money to their account, so PayPal gets that money. On XX/XX/XXXX-XX/XX/2016 I called PayPal customer service again about getting this money loaded onto my account. The person said she was writing up a resolution ticket and I would know something in 4-5 days. On XX/XX/XXXX I still had n't heard anything, and called again. The lady said the matter was closed and put me thru to resolution, which put me thru to the automated line of paypal/cash. Nothing was resolved. I put a complaint thru online about the matter, and still nothing had been added to my account. PayPal is not adding these PayPal Reload cards to accounts.
|
| 06/03/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
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On XX/XX/2023, I purchased a {$200.00} Vanilla Gift Card owned by InComm Payments at XXXX in XXXX, CA. A few days later, when I opened the card, I discovered it was damaged and had a missing CVC number, which prevented me from activating it and using the gift card.
I called the XXXX number on the back of the card, and they confirmed that all the funds were there. They offered to send me a replacement card but insisted on obtaining a state ID or driver 's license before releasing my funds. I had proof of purchase and an activation receipt from the merchant, XXXX, as well as pictures of the damaged card.
I informed the customer service representative that their website did not mention requiring a government-issued ID for a replacement. I also pointed out that providing personal identification information violated my right to privacy, as their policies did not guarantee the protection of my personally identifiable information or prevent its sale to third parties.
Despite my arguments, the customer service representative refused to provide a replacement card without a government-issued ID, claiming it was company policy. Frustrated, I called a second time and requested to speak with a supervisor. When I pointed out to the supervisor that the customer representative had misquoted the policy based on what was displayed on their website in section 10, and began reading the relevant section to her, she abruptly disconnected the call.
|
| 09/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Incomm has been ignoring my open complaint for more than two months regarding a prepaid gift card manager by them. Their gift was non-usable in any of the stores and after multiple attempts, I decided to surrender athe card and get a replacement. On XX/XX/2023 I raised a complaint and was told I will be getting a refund sent to my home address with in 7 to 10 business days. The case if they have provided for my issue is XXXX opened on XX/XX/. Since then I have called them multiple times. But not even a single progress on it. Every time I cal them, they ask me to reach back in 24 to 48 hours. Every agent attending to my issue mentions the same as an automated message. All I request is the latest update as the card has been blocked with funds on the same date of case initiation. Since then I have no clue on what is the investigation they are doing even after holding the money. I reached out to their management team over XXXX. I activated the XXXX just to explain about the poor customer service I have even going through. I did get a response that my complaint is forwarded to the right team and I was reached out by this team and told that my refund will be sent through XXXX. But then no response after that. Complete carelessness and poor customer service from incomm. No one wants to own the issue even after its escalated. It looks like a scam and not sure how many folks are still waiting like me for months to get the refund!
|
| 03/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received as a gift a {$XXXX} gift card purchased by a friend a XXXX on XX/XX/21. It is a Visa card that indicates it is issued by XXXXXXXX XXXX and the card is serviced by InComm Financial Services , Inc. https : //www.incomm.com/industries/financial-services/ I activated the card on XX/XX/21 and when I attempted to use it, the card had already been used at a XXXX store in XXXX XXXX XXXX CA on XX/XX/21. I did not make these purchases.
I contacted InComm per the phone number on the card XXXX and after several attempts and long holds they created case # XXXX. They sent me a dispute form, which I completed and returned to them via email ( giftdisputes@incomm.com ) on XX/XX/21. It is attached along with a balance summary I printed from the vanillagift.com website. Note the form has no contact information anywhere on it.
They acknowledged receipt the same day and have not responded to numerous emails for a status since then. There email lists Dispute Resolution Team, XXXX XXXX XXXX, XXXX, GA XXXX.
I called today and was advised that my previous dispute form was not processed and that I would have to file a dispute form again and they would email me the form within 10 days, new case # XXXX.
This has been pending with no resolution for almost 90 days and it is not clear why my first form can not be processed. I have the gift card in my possession.
This company is very hard to reach, unresponsive and owes me {XXXX}.
|
| 08/04/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I was checking the balance on my prepaid VanilaGift card at approx XXXX on XX/XX/2022. I clicked on the first website ( it said ad... mimicked the official site ). I put in my card info and it didn't give me the balance ... .i looked closer at the web address and it said Vanillasgift.com instead of Vanillagift.com. AGGHHH I immediately called the number on the back of my card ... while I was on hold XXXX was taken from the card. Finally after about 20 minutes a customer service guy answered to tell me he put my card on hold and that I would need to call back tomorrow to dispute the charge. I asked why I couldn't dispute it now? Don't pay it! He said that's all he could do.End of call. I called back and asked the young woman, that answered after 20 minutes, why do I have to wait until tomorrow? I explained the fraudulent site to her as well. I asked her please to not let the thieves get the money... stop the charge! She said I could call the merchant ( UHHH nooooo! they have a fraudulent website ) She said that the merchant 's name is ANY SENSE ( ouch ) that they are out of Georgia and their phone number is XXXX XXXX XXXX ( careful!!! They are scammers ) She also said to call back tomorrow after they post the charge. I pleaded for them to not pay the scammers. She informed me that they would have to willingly give back the money. AGGHHHH I will dispute the charges tomorrow as they told me to. I can not afford this loss.
|
| 11/15/2018 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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|
I am currently transitioning out of an abusive relationship so I have stayed in a couple hotels.
The hotels I stayed placed an incidental hold on my card at the time of check in and released the hold at the time of check out.
These are the only funds I have at this time due to my situation and XXXX is making it impossible for me to access the funds until over a month from the date of the hold. When I originally called they stated that all I would need is a Merchant Release Letter from the Hotels, which I was able to coordinate and the document was sent to the email address XXXX provided to have funds released. Since this has happened I have had no luck accessing my funds, everytime I call they ask me the same questions what email it was sent from and the date and time they continue to tell me they have not recieved it and to call back in 24 to 48 hours. I have had the hotels resend the documents and I still have no success. No one at XXXX can give me any more information.
The 1st transaction was on XX/XX/2018 and they say it won't be released until XX/XX/2018 even though the hotel has sent the MRL.
The second transaction was on XX/XX/2018 and they say it won't be avaiable until XX/XX/2018 even though the hotel has sent the MRL.
I have explained my situation so many times to the representatives and their supervisors and I am getting nowhere. I am very fruatrated as I don't have any othet form of funds right now.
|
| 10/14/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Back on XX/XX/XXXX I spent the better part of the day explaining to the people at One Vanilla-Prepaid Visa Card that I was the recipient of XXXX ( XXXX ) {$500.00} One Vanilla Prepaid Visa Cards as a gift. I used one of the cards in its entirety and used all but {$81.00} of the second card when I lost or misplaced the same. I looked everywhere before calling Visa. I talked several times with Visa Representatives and gave them all the appropriate information to stop any further purchases on the card. The Gift Card No. was # XXXX XXXX XXXX XXXX, XXXX XXXX, Expiration date XX/XX/XXXX.
The Representative for Vanilla One Visa informed me that I was entitled to a new card with the remaining balance of {$81.00}. They also informed me that I needed to send a photo ID, a bill with my home address on it and anything I had related to the lost card. I sent them the photo ID & redacted bill with my address & told them I had nothing else. They told me I needed to tell them where the card was purchased. Since the card was a gift to me I did not and do not want to call the donor who gave it to me and ask her where she purchased it. They told me without that information they could not process my claim. I think this is unfair and deceptive. They know I lost the card and I have given them all information necessary to provide me with the balance owed. There has been no activity with the card since XXXX or XXXX.
My case # is XXXX XXXX.
|
| 08/31/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I received my Vanilla gift card for my birthday in XX/XX/2022 in the amount of XXXX When I went to use it I found out there was approximately around XXXX available. I immediately went on the Vanilla site and investigated the charges and to my findings I saw that someone had stolen the card number and made all purchase for equipment in one day.
I called Vanilla and they told me to fill out paperwork and send it in. I did exactly that 100 days ago. I was informed it can take up to 90 days for them to do their research. I called a few times in between and still no updates. Their customer service just recites words like they are reading a script.
Then on XX/XX/2022 I received an email stating a new replacement card was sent out and to give it 10 days to receive. The card never came. I emailed them three times and no one replies. Today, XX/XX/2022 I called and gave my claim number XXXX and was informed that this case is still ongoing and no card was ever mailed out. This is the worst customer service and they lie to you. They probably never intend to give me back my gift card and just will continue to drag this out. Plus I have to keep correcting my information every time I call because no one pays attention to the details I submitted.
At this point I do not trust Vanilla any longer and will never ever get a gift card from them. I just want my money that belongs to me. Please help me.
Thank you XXXX XXXX XXXX XXXX
|
| 03/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I bought a Vanilla Visa Gift Card in late XX/XX/XXXX and loaded the card with {$500.00}. I'm located in Massachusetts, I bought the card in Massachusetts and I did not leave Massachusetts during the time of this issue. Immediately after I bought the card, someone made charges on it at a number of stores including a XXXX XXXX XXXX and a XXXX in XXXX XXXX that totaled more than {$400.00}. Once I noticed the transactions, I notified Vanilla and they closed the card. I can't even access the transaction history for the card now. As a result of these fraudulent transactions, I have not been able to use any of the {$500.00} XXXX put on the card I submitted a dispute packet to Vanilla Gift Card on XX/XX/XXXX and resubmitted it on XX/XX/XXXX. Vanilla acknowledged receipt of my dispute packet on XX/XX/XXXX and told me I should expect a " complete resolution within 90 days '' of XX/XX/XXXX. Despite this promise, they have not responded to my dispute. Moreover, I have emailed several times seeking information ( XXXX XXXX, XXXX, XXXX. XXXX, XXXX ) about my dispute and they have not responded. I also called Vanilla Gift Card on XXXX. XXXX and I was on hold for over an hour and no one answered.
When this card was sold to me and loaded it is clear someone had already stolen the number and was just waiting for money to be added to the card to drain it. Vanilla should fix this situation, yet they will not respond to my dispute.
|
| 12/09/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
My complaint is for Visa Vanilla gift card. I received a {$25.00} gift card a few months ago, and recently on XX/XX/19 I decided to use it for a XXXX order. My total was {$8.00} so I still had {$16.00} left on it. The following day when I went to use it at a clothing store the gift card declined twice, I didn't think much of it as I thought the machine did not read the card correctly. Later on, I checked the card balance online hoping the card reader at the store had been an error. To my surprise the balance was in fact {$0.00} because after my XXXX purchase a merchant under the name XXXX took out the whole {$16.00}. Concerned, I called the number on the back of the Vanilla gift card to clear up this situation. A man with a thick accent answered and told me we could file a dispute, he collected my name, phone number, email address, and physical address. Only to tell me I had to email my information to XXXX with all the information I had just provided him. This is all very sketchy, how can a fraudster obtain gift card information so easily? I pulled up that email address above and found many people with similar situations to mine with Vanilla gift card. These are all red flags and something must be happening at that company. I did not email them my information as I was dissatisfied with the level of unprofessionalism with which my concerns were addressed. Who knows what they will do with my information now.
|
| 08/16/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
My nephew found out last week he was being referred to XXXX XXXX on an emergency basis and was to be there on XXXX XXXX, 2019. Our family immediately started collecting donations to help him and his mother with the expenses for his trip to XXXX XXXX as my sister is on XXXX and he is going through the XXXX process they struggle financially day to day anyway. We collected XXXX and put XXXX of it one XXXX XXXX XXXX Visa purchased from XXXX XXXX XXXX XXXX in XXXX KS. On Friday XXXX XXXX, my sister went to use the card and it declined, she then went back to the hospital and got on a computer to go to the website and look up the card account details, frustrated because she hadn’t used it yet, she then noticed there was a charge for XXXX to a company out of XXXX, Michigan- it was then she called me in a panic as well as try calling the number on the card for help. After going through a series of questions, she was then transferred to another phone number that answered as an addiction specialist, my sister then hung up. We have been researching and calling different numbers for assistance with no success. I have reached out to the company where the purchase was made, XXXX XXXX out of XXXX and have yet to hear back- my sister has only less than XXXX to her name and will be with my nephew at XXXX XXXX for some time while he undergoes multiple surgeries. We are begging for assistance to resolve this issue!
|
| 09/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a {$100.00} Vanilla Gift Visa gift card for my sister for her birthday at a XXXX store on XX/XX/2023. On XX/XX/2023, she attempted to use the card, only to find out the balance on it was {$0.00}. When she checked the balance online, she found someone had made a {$100.00} purchase online at XXXX at XXXX AM on XX/XX/2023. Someone else had drained the funds before she even had a chance. I had inspected the packaging to make sure there were no cuts, tears, or any other signs of tampering to make certain no one else had gotten the card numbers off the front or security code off the back that would allow them to use the card without having the physical copy. I submitted a dispute to XXXX Bank on XX/XX/2023, but because I did purchase the card, they declined my dispute. I contacted XXXX on XX/XX/2023 and they explained that it " happens all the time with those cards, '' but the obvious fraud isn't enough for them to remove them from shelves. I tried to resolve the issue through Vanillagift.com on XX/XX/2023, but since submitting the documentation they requested, I have yet to receive a reply, I can not get anyone on the phone to check on my dispute, and now the card has been blocked on their site so I can't even track it there. Someone stole money from me and my sister, but apparently no one is accountable. The only recourse I have left is to go to the police and file a petty theft report.
|
| 11/30/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Hi Vanilla, I called a week ago Friday, XXXX XXXX, to report a fraudulent Vanilla Gift Card. My family handed me a Vanilla Gift Card for my birthday they bought for {$100.00} plus a {$5.00} activation fee. The card was purchased at XXXX 's in XXXX, XXXX.
I tried to use the gift card at two different XXXX stores but the card was declined both times. One of XXXX 's associates also could not get the card to allow me my purchases.
Attached is a copy of the original XXXX receipt showing the card was activated on XXXX XXXX, 2022 at XXXX XXXX When I spoke to your customer service agent on Friday XXXX XXXX, 2022 she told me someone had used XXXX to purchase an item with my card.
I have not used XXXX in over two years. The balance on my {$100.00} gift card shows only {$.00}. Unacceptable!!!
I am requesting an explanation of how my money was spent, the exact date with time. I am also requesting what you intend to do about my missing {$100.00}. I have been told anyone activating a gift card has access to the purchase record and can fraudulently steal the account numbers, expiration date and security code to use the card.
I am requesting a speedy, prompt and full refund resolution to my missing money.
My family and I are equally disappointed about this horrible ordeal and suggest you find a permanent solution to fraudulent use of gift cards.
XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX
|
| 10/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Hello, I received a {$30.00} Vanilla Visa gift card in XX/XX/2022. I recently got around to opening and using the card, and when I opened the packaging, the card had four of the digits scratched out. I still have the packaging and called XXXX customer support to try to get the other four digits to be able to activate and use the card online/in-store, but all they did was deactivate my card. They asked me to ask the person who gifted me the card for the receipt, but they no longer had it since it was so many months ago. The customer support agent then asked me to ask if they knew the store that they had purchased the gift card from, in which they said XXXX or XXXX. I called XXXX to see if they would be able to search for a receipt with the barcode on the gift card packaging, and they said they can only do that if I know the exact day it was purchased, an estimated time it was purchased, and it must have been purchased from that exact XXXX location. It seems almost impossible to receive my {$30.00} and be able to spend it simply because the XXXX card was damaged inside of the non-damaged packaging. There is no way to get the receipt, and I still have the packaging of the card to show all of the other information. The customer support agent also verified that the card did have the {$30.00} on it since they then deactivated it, so now that money is sitting and I am simply unable to use it.
|
| 01/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Do NOT buy Vanilla Gift Cards- they are NOT SECURE, horrible customer service and there is absolutely no guarantee that you will be able to use any card purchased. Received a {$100.00} Vanilla Visa virtual gift card via email through secure company email in XX/XX/XXXX. Virtual card has expiration date of XXXX/XXXX. Tried to use the card for first time XX/XX/XXXX and transaction declined. Called card issuer XXXX of XXXX, GA XX/XX/XXXX and filed complaint. Transactions shows 20 {$5.00} XXXX XXXX charges made at exactly same date/time in XXXX to wipe out balance. I did NOT authorize or make the charges. No one else had access to my card number or the email received. I completed complaint form PDF and submitted to issuer XXXX XX/XX/XXXX. Followed up XX/XX/XXXX as I haven't received confirmation of complaint. First call disconnected. Called back and started over. Told to call back after 3 days to check status ; could NOT confirm receipt of any complaint. Call back XX/XX/XXXX - again told to call back after 72 hours. Finally acknowledged that they received my original complaint.
If I did NOT authorize or make the transactions or give card access to anyone, it's obvious that this issuer either has internal security compromises or has been hacked for others to fraudulent use cards. For an issuer of pre-paid VISA cards, this is a HUGE issue that shouldn't take months to actually resolve.
|
| 03/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a XXXX prepaid Visa Gift Card today for {$90.00} ( {$85.00} for the balance and {$5.00} for the activation fee ) at my local XXXX today. When I got back home, I went to securespend.com, their website to active the card and check the balance on it. I entered my information into their website and it took it on the 3 or 4th try. I was just making sure that the money that I had put onto the card was there. And it was, it said for my available balance {$85.00}. After that I went to the online store that I bought the card specifically for since they dont have their own gift cards ; XXXX. I got to the final page on their checkout in which I had to input my payment information, then I clicked submit. It said that the card information was invalid, I reviewed the card number and the other information and it was all correct so I tried again, but I retyped the number again to make sure I havent looked over an error on accident. After this it denied again so I went back the website to check my balance and it wasnt accepting my information. It said that the card number was invalid. So after this I tried calling their phone number at XXXX and they said that my card was invalid. I also tried calling their customer support which I just got answered by a bot and got hung up on multiple times. This card was issued by XXXX, XXXX. and the card is distributed and serviced by XXXX XXXX XXXX.
|
| 04/03/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX I purchased a Vanilla Gift Card in the amount of {$500.00}. I activated the card and checked to verify the card balance. The balance showed {$5.00}. I immediately called the phone number on the debit card and was told that a company named XXXX XXXX had charged {$490.00} on the card upon activation. I immediately advised the agent that I had not made the charge and she declined the charge. On XX/XX/XXXX my card was charged again by XXXX XXXX for {$490.00} which left {$10.00} balance. I called the company back again and asked the agent to decline the charge. She told me I had to contact the vendor to receive a credit, but she had no contact information. She cancelled the card and said she would submit a request to reissue a new card. She also stated that it could take up to 90 days to resolve the issue. I waited until XX/XX/XXXX for a response and never received any response. I called again and was told they had no record of my initial complaint. They said they would send me a complaint form which I received, completed and returned on XX/XX/XXXX. I immediately received an email stating they had complaint and would receive a response within 90 days. I waited until XX/XX/XXXX for a response and emailed the company asking the status of my complaint. As of today no response had been received. Upon looking up XXXX XXXX only to find out that the company does not exist.
|
| 12/16/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$500.00} prepaid visa gift card ending in XXXX and used it to make a purchase at XXXX, a grocery store. However, when I returned the item from XXXX and was refunded, the cashier mistakenly refunded me {$.00} XXXX XXXX cents XXXX more than the original purchase amount. Although the refund was processed, my card was shut down because of the trivial discrepancy and I was forced to call Incomm customer service because my funds were frozen, and I could not buy food or pay for gas with my card.
Incomm customer service told me to send them a photo of my original return receipt via email, as that is the only document I have. I sent that email days ago, without any response. I have just called Incomm customer service twice again today, and both times I was put on hold and then hung up on. This is absolutely inappropriate and no way to treat a customer or a human being. I am filing this report because as of now, Incomm has stolen {$500.00} from me and is unwilling to respond to my submitted documents. I even used the referenced case number in my email, but despite going the extra mile, I still have not gotten my money back. Incomm has obstructed my attempts to resolve the matter with them directly and has been completely evasive and disrespectful. This is clearly fraudulent activity and I demand my cards full balance reinstated and the card re-activated for use.
|
| 10/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
- Our son purchased a {$50.00} gift card for us as a Christmas Gift. ( XX/XX/XXXX ) - The first time we activated it was on XX/XX/XXXX.
- Immediately upon activation, 7 very similar charges popped up, all for just a few dollars, and all within a few cents of each other. ( {$3.00}, {$3.00}, {$3.00}, {$3.00}, {$3.00}, {$3.00}, {$3.00} ) We immediately called customer service to report this, but we were told that they could not officially put in a dispute until 1 month later ( end of cycle?? ).
- On XX/XX/XXXX, we again called, and an " official '' dispute was entered.
Also at this time, our account STILL read these charges as PENDING, which seems to indicate that they had not yet been processed ( much like a credit card ).
- Our card was frozen pending the investigation.
- We repeatedly called, and got no results until XX/XX/XXXX, of which was a generic letter stating that based on the evidence provided, they could not approve the dispute. The letter had NO phone number to make inquiries. It only stated to email their disputes department for any questions.
- We called the general customer service number and was told to wait for the new card to be mailed to us, and that it would be for the full {$50.00} amount.
- The card arrived with only a {$23.00} balance.
- We emailed the disputes department on XX/XX/XXXX & XX/XX/XXXX, but have received NO response.
|
| 10/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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I was gifted a Vanilla Visa gift card on XX/XX/2023. I opened the package and tried to set it up through their website but could not because the card had no printed CVV number.
On XX/XX/2023 I called the help number and was told by the agent I needed to provide the receipt and the CVV number for them to help me. Because it was a gift, I dont have the receipt. There is no CVV number on the back of the card. Because I had neither of these items, they refused to exchange the card.
I was then told to use the card in person at a store, and it would work. When I attempted to use the card, the store card reader would not recognize the card. I tried three different card readers at the XXXX XXXX grocery store in XXXX, TX on XX/XX/XXXX. They all gave an error message that the card type was not recognized.
I called their complaint line today, XX/XX/2023, as outlined in their terms and conditions. The customer service representative asked me multiple times if the card worked, and I answered no each time. She then asked for my first name and placed me on hold for about five minutes. She then disconnected the call. At this point, the card is useless, and the company will not provide a replacement.
I can provide the card with all funds still loaded. I simply want to exchange it for a card that works.
I have attached images of the gift card that show the lack of CVV.
|
| 05/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I am contacting you about money that I lost from a Vanilla eRewards Visa giftcard. In XXXX I was issued 2 gift cards by my apartment complex through Vanilla eRewards as a signing bonus for my lease. Each gift card was {$1000.00}.
I used these gift cards to pay for a travel package through a company called XXXX. Due COVID19 the trip was canceled and the money was refunded to the gift cards past the gift cards expiration date.
Because the links that were given to me to access the gift cards were no longer valid ( past expiration ), for the last year I havent been able to access the credit card numbers and security codes to try to track down the money through your phone service. I finally found a screen shot of one of the gift cards and I tried the 16-digit card number on the credit card company 's phone service and it says the card doesnt exist because it is expired.
I have also tried to work with XXXX to locate the money, and I havent been able to do so. I have attached email exchanges with XXXX XXXX who shared documents with me showing that they did refund the money to those cards. And below you will find all of the card information that I was able to locate for BOTH cards.
CARD 1 INFORMATION : Card Number : XXXX Expiration Date : XX/XX/XXXX Security Code : XXXX CARD 2 INFORMATION : First 6 Digits : XXXX Last 4 DigitsXXXX Expiration Date : XX/XX/XXXX
|
| 03/21/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Hi, My sons each received {$100.00} gift cards from their grandmother. They were purchased at a XXXX in XXXX XXXX, Fl. One of the cards was perfectly fine, the other only had 12 numbers ( instead of 16 ) so it could not be used. Both cards were sealed in packets. I am submitting a complaint because I called the provider, Vanilla gift cards, and I followed their process exactly to explain the fraud. I have not heard anything back or received any acknowledgment. I think it's shaky a firm of this size and stature doesn't even respond. It's only {$100.00}, but really the principal of not hearing anything back, and my mother-in-law is helpless as the purchaser as well. So the question to the CFPB is that this gift card was obviously fraudulent. I went online and read about this and it sounds like it happens quite often. Given it's prevalent, what is the issuer 's process to make good. Is it simply the buyer loses out? If that's the case I'll urge relatives to send cash instead. Just seems so wrong my mother-in-law 's gift is out the window and feel like the work I did to follow their process has not registered anything. It feels like I went into a black hole and that's not right for the consumer. I run a federal credit union so I know about credit disputes. This I've not seen before with our gift card program so was so curious how Vanilla would respond.
|
| 05/24/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
|
|
In XXXX I was given a {$500.00} Visa Gift Card as a XXXX present from my employers. When I first attempted to use it, I was directed to a site where I could check my balance and see what's going on. It showed I had made a transaction to XXXX for the purchase of an item that was not me. I attempted to resolve it with XXXX to see if they can reverse or stop the charge from going through. They said I would need to wait for the card to go through then dispute with Vanilla Visa Gift Card services. I did that. I was assigned a case number. I followed up and received a received a replacement card in XXXX of 2023. At this point it has been 5 months. I received my replacement card and found I can't even activate it. It was saying my date of birth was incorrect. I followed up with Vanilla Visa Card services and they are telling me it is going to take further time to resolve this issue and provided me with a new case number. I don't know what else to do but people need to stop buying these cards, as they make it extremely easy to be scammed and on top of that they make it difficult to access the funds. Please help. Please. I can't imagine how many non profit companies accept gift cards and then aren't able to use them .Do not purchase a Vanilla Visa Gift Card XXXX I will be letting my employer know the trouble it's been and request a different bonus option.
|
| 02/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I received a Vanilla Gift Card for {$300.00}. I did not use the card until on vacation in XXXX. I used very little of the balance and still have the card in my possession.
In XXXX, I checked the balance of the card to determine the remaining balance prior to using it again.
I found that 3 unauthorized transactions occurred on XX/XX/XXXX. All three were paypal transactions.
I called the 800 # on the back of the card and notified the company of the unauthorized transactions. They emailed me a claim form on XX/XX/XXXX, which I completed and returned by mail.
I called around 30 days later and they claimed to have not received my forms. I received another email and returned via email on XX/XX/XXXX
Vanilla Card declined my claim stating it was outside the 60 days allowed. As a gift card, I do not receive periodic statements alerting me to activity on the account.
I responded several times since then, quoting their own terms and conditions, which state that if a claim is filed outside of the 60 days, they can deny the claim if I was negligent.
Since I am in possession of the Card. I am not negligent. I did not authorize or perform those transactions.
Vanilla Card is bound by not only their own terms and conditions, but VISA 's Zero Liability rule.
I would like your assistance in obtaining the refund due to me on the claim.
Thank you.
|
| 10/26/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Getting a credit card
- Problem getting a working replacement card
|
|
Web |
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I am writing to file a formal complaint against XXXX, specifically concerning a Visa Gift Card issued by One Vanilla, backed by VISA, which I purchased at XXXX in XXXX on XX/XX/2023.
Upon realizing that the card I purchased was fraudulent, I promptly reported the issue to the designated customer service contact. They assured me that a replacement card, loaded with the {$500.00} value, would be issued. However, despite their assurances, I have not received the replacement card.
I have diligently followed up with XXXX through numerous phone calls, but regrettably, the promised replacement card has not been sent. This has been an ongoing issue, as I have contacted them approximately XXXX times since my initial report, and I am yet to receive any resolution.
I am deeply dissatisfied with the level of service provided by XXXX, and this situation has caused significant inconvenience and financial strain. As a consumer, I expect prompt and efficient resolution of issues, especially when it involves fraudulent activity on a product associated with a reputable company like XXXX.
I kindly request your intervention in this matter to ensure that XXXX addresses this issue promptly and fulfills its commitment to provide a replacement card with the promised value.
I appreciate your attention to this matter and look forward to a swift resolution.
|
| 01/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXXXXXX XXXX I purchased a XXXX Visa gift card from my local XXXX Pharmacy store. The gift card amount was for {$500.00}. I used cash to pay and the total amount with activation fee included was {$500.00}. The receipt showed the card was activated and checking the gift card balance shortly after the purchase showed the correct amount of {$500.00}.
However, I have tried making multiple purchases through different vendors and none of them can be processed. A similar error shows up during each attempted purchase. Either it's an invalid billing detail error or payment error.
I have repeatedly tried contacting XXXX to get in touch with a customer service representative and can not get in touch with anyone. I have left messages but the phone number provided on the back of the card is fully automated and never helps resolve the issue. They do not provide any other contact information on their website.
The purchases I have attempted were all through reputable companies where these Visa Gift cards are widely used and accepted. The first one I tried was on XX/XX/XXXX for the amount of {$470.00}. And it was declined for invalid billing details. The most recent attempted purchase was XX/XX/XXXX for the amount of {$290.00} and was declined for payment error. As of XX/XX/XXXX, the gift card balance shows {$500.00} on their website XXXX
|
| 01/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
My daughter purchased the prepaid gift card online in XX/XX/XXXX and gave it to me on XX/XX/XXXX. On XX/XX/XXXX, I accessed the card online to confirm the {$500.00} balance prior to its first use. The balance remaining was {$1.00} due to its fraudulent cashing at a XXXX in California. I notified XXXX and submitted dispute packet # XXXX on XX/XX/XXXX. I was told that I would have to wail up to XXXX weeks before I would receive a response. On XX/XX/XXXX, I received an email and its attached letter stating that I would be receiving a replacement card. After waiting over two weeks, I started making follow-up calls. On XX/XX/XXXX, I was told I would be the replacement card by XX/XX/XXXX. The card has never arrived at my mailing address ( residence ).
I have since made 8 additional follow-up calls and always told that the replacement card will be arriving in anywhere from 1 to 10 weeks time. Every time I call I wait on hold from 20 to 40 minutes before I get to speak to a customer service representative. My last call was XX/XX/XXXX and I still have not received the replacement card. I believe this is either a scam or a totally incompetent company, the effect is the same they are stealing their customer 's money.
ps : Just called them again, after waiting 40 minutes to talk to " XXXX '', after identifying myself the call was " dropped ''!
|
| 10/24/2023 |
No |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
My wife and I received two {$50.00} gift cards for our birthdays as a gift from our daughter. She purchased " Vanilla Gift Cards '' from XXXX in XXXX on XXXX, XXXX, XXXX. She paid with her credit card. When we opened up the packages that were sealed, we noticed the last XXXX numbers of the XXXX-digit number on the front of the card were erased. These numbers were not punched, they were flat. There were no signs of tampering with the packaging. The cards were placed in the packaging where you were able to see the back of the card and not the front. In my opinion this was packaged at the factory. When we tried to use the cards, they were declined with no money on the cards. I called up the number on the back of the card ( XXXX ) and because the numbers were erased, I needed to submit proof. I submitted via email to XXXX and received a case number. The receipt from XXXX, a copy of my driver 's license and the front and back of both gift cards. I received one replacement {$50.00} gift card and a few weeks later a 2nd replacement card that had on the front of the card typed in " A GIFT FOR YOU {$.00} I called several times and I'm still waiting for the 2nd card. I've researched on XXXX and it seems to be a problem with this company. This is a scam, and they are making it difficult so people will give up and they get to keep your money.
|
| 12/23/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The pre paid card upon opening from the packaging there were 4 digits scratched off of the card. I would have never know this prior to buying the card because the 16 digits are in the package wrapping. I contacted the grocery store I originally bought it at they told me to contact visa. Prior to contacting visa I tried to use it and was unsuccessful because I was moving and need a card on file for a uhaul. After the worst moving experience I was able to get a hold of visa and the transferred me to the bank that issued the card. I spoke with the bank we exchanged my old card information and waited 2 weeks for their investigation to close. A month later my card arrived. The new card arrived with all 16 digits and a letter stating the apology for the complications with the card and delay. I have tried to activate the new card and have been told there is an error with the card. Ive tried to log onto the website and have been unsuccessful in activating the card. I call customer service and no one answers. The number just rings and rings. I have XXXX XXXX dollars on this card and have been ripped off. A business should be responsible for their products especially if its money. I need the card to rent the uhaul now I need the card to buy groceries for me and my son. This is a nightmare please help. XXXX its a visa vanilla gift card
|
| 04/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I received a Vanilla gift card for XXXX, I made a purchase at XXXX XXXX XXXX. I went to the Vanilla gift card website to check my remaining balance, only to find out that a charge to XXXX had been charged to my gift card. I contacted Vanilla Gift card customer service. I was told that a dispute would be emailed to me which it was and I completed and returned on XX/XX/2022. I received an email confirmation from Vanilla Gift card saying that they received my dispute packet and that the investigation will be launched and to call back in 90 days. I called back on XX/XX/2022 only to be told that they hadn't received my packet and that she would contact the dispute department and to give back in 48 hours. I called back on XX/XX/2022, only to be told that she hadn't heard anything back from the dispute department and to call back on XX/XX/2022. I called back on XX/XX/2022 to be transferred to the dispute department the lady said that she did not see a dispute packet for me, I read her what the email stated from Vanilla Gift card she told me that she will email the back office and that she is waiting for a response from them and to call back in 48-72 hours for a response. The emailed stated that investigations can take up to 90 days but most are resolved within the 90 days. Can anyone help me because I feel that I am being scammed.
|
| 12/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
1 ) In the email I was sent to access the card it says " to activate a pin just punch XXXX in the first time I use it. That didn't work and it declined. When I called ( XX/XX/2022 @ XXXX ) they had me set up a pin over the phone. Then today ( XX/XX/XXXX ) when we called the woman said the cards don't have pins = their information on pins is incorrect.
2 ) In the email it says to enter my name and address when a vendor asks for that info. But then on the phone call on XX/XX/XXXX the woman said no name or address is attached to the card so we can only do online purchases that don't ask for that info. Which is literally XXXX. What online vendor does not ask for name and address when entering credit card information. The information in the email and on their website says to enter the info like a credit card.
3 ) It does not work with my XXXX pay which is what was advertised and why we bought it. When I called on XX/XX/XXXX they said they were having problems with mobile pay and they couldn't tell me when it would be fixed.
4 ) I tried to use it on XXXX, it didn't work. I tried to buy and XXXX gift card with it, it didn't work. I have no idea what online vendor would not ask for a name and address so I can not see how it can be used online.
Perhaps I didn't read the fine print. But in the least this is FALSE ADVERTISING..
|
| 08/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla gift card at my baby shower XX/XX/XXXX. The value of the card showed {$100.00}. I registered the card online on XX/XX/XXXX so that I could use it for purchases. However, when I checked the balance online, it said {$1.00}. The card 's packaging was not opened until I registered it, so I couldn't understand why it only has {$1.00} remaining. I called the Vanilla gift card customer service number that morning and was told I would have to provide my personal information in order to open an investigation, and that it would take 90 days for a resolution. I did not feel comfortable providing my personal information over the phone ( the only option given ), told the customer service person this and ended the call. After researching online, there have been similar situations with this particular gift card brand for some time. An article I read from a paper in XXXX, Texas referred those who'd experienced something similar to report it to the state 's consumer affairs department. I called and left a message with the Florida State Attorney 's office. I was contacted by the State Attorney 's office on XX/XX/XXXX and officially filed a complaint. I was then told to also file a complaint with the Federal Trade Commission and the Consumer Financial Protection Bureau. That is why I am filing my complaint here.
|
| 08/08/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a Vanilla gift card XX/XX/XXXX at around XXXX XXXX from circle k. I tried to activate it and i couldnt. I contacted the company and waited on hold for 20 minutes, they activated it right away. the following day i attempted to use the card. I couldnt. I then tried to use it at a different merchant and then in person. The card was declined. I did this several times to make sure it was the merchant and then yesterday XX/XX/XXXX I called the company. I waited on hold for an hour and was told it was locked for suspicious activity. The man ask me to verify my attempted transaction. i did. he then said they needed to open an investigation. it would take 10 bussiness days and i needed to send the reciept, a form of proof of residency and a copy of my id. I told him no, I am not doing that, let me speak to a supervisor. He then out me hold where no one ever came. at about 2 hours on hold I hung up. I then called again this morning XX/XX/XXXX and spoke to a rep, went through the same thing and finally got a supervisor. i listed every single merchant I attempted to use but one i couldnt remember. she then told me the same thing. This is not the first time and i have spent over 4 hours dealing with this, being embarressed and upset. I only put XXXX dallors on this card and regerstered it online. This is rediculous!
|
| 12/20/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I attempted to use my prepaid card for a purchase at XXXX on XX/XX/22. I had to split between different cards as the purchase amount was greater than the amount on the prepaid card. The purchase was voided after my card was charged. The amount charged to the prepaid card should have been returned to it, but the refund did not appear in my balance. The store receipt shows the refund went to the card. The card transaction history shows the debit but does not show a refund.
I submitted a dispute with the gift card issuer ( incomm ) and they denied my claim, giving me a non-sensical answer that didn't address the situation I described in my claim form.
My gift card was purchased from XXXX on XX/XX/22. I disputed the missing refund with Incomm on XX/XX/22. I'm including the purchase receipt of the gift card, photos of the front and back of the gift card, transaction history of the gift card ( showing purchase but not refund, ) my claim form that I completed for Incomm and the store receipt showing that the card was refunded. Also included is the response Incomm sent me on XX/XX/22. This reports they found that the card was present for the transaction -- which was not the dispute. The dispute was that the refund did not appear on the card balance, as clearly documented in the dispute form I completed with them.
|
| 12/01/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XX/XX/22, I submitted a dispute for a incorrect deposit reversal made on my XXXX bank account. The case number is XXXX.
On XX/XX/22, I made a deposit to my account at XXXX XXXX of {$500.00}. The transaction ID is XXXX. This was later reversed on XX/XX/22. In my dispute, I submitted a deposit receipt corresponding to this deposit on XX/XX/22 XXXX. My dispute was denied and upon calling, I could not obtain the reason for denial, nor could I speak with the person who made the decision.
In addition, I have attached an image of deposit receipts in the period of XXXX. The deposits total to {$2500.00}. In the attached statement however, there are 8 deposits of {$500.00}, and 4 reversals of {$500.00}, which totals to net deposits of {$2000.00}, a {$500.00} discrepancy.
Given all of this, instead, upon calling on XX/XX/22, I spent nearly an hour going back and forth with the billing department, and they failed to really understand, and would fail to really address my point. In the end it did not matter as they can not make any decisions, only explain, and they can not view my deposit receipt image I submitted, so I could not prove to them that I did the deposit.
I'm hoping by raising this complaint, that the right attention can be placed on this issue, and I can be credited back my missing {$500.00}.
|
| 04/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I am writing to file a complaint against VanillaGift.com regarding a gift card I purchased and used. I initially funded the gift card with {$500.00}, but after using {$190.00}, I checked my online balance only to find that my balance was only {$100.00}. Upon further investigation, I discovered that someone else had used the card before I started using it, without my authorization.
I immediately contacted VanillaGift to dispute the fraudulent activity on my gift card. They assured me that they would investigate the matter and replace the gift card within 45-90 days. I was assigned XXXX # XXXX. However, it has now been more than 90 days, and despite several attempts to follow up on the case, I have not received any resolution.
Every time I call VanillaGift, they put me on hold and tell me that they have escalated the case. However, they have escalated the case three times now, and there has been no change in the status of the case. This is very frustrating, as I have been waiting for a resolution for a long time.
I am requesting that VanillaGift replaces my gift card with the appropriate balance of {$300.00}, as I have been a victim of fraud. I hope that the Consumer Financial Protection Bureau can investigate this issue and ensure that VanillaGift provides me with the resolution I am seeking.
|
| 11/20/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Servicemember |
|
I purchased a {$100.00} VANILLA VISA GIFT CARD for my friend 's birthday and when I mailed it to her it was destroyed in the postal system and all she received was a piece of the mailing envelope in a clear plastic post office bag. The birthday card and the {$100.00} Vanilla VISA Gift Card were never received. I went back to the XXXX XXXX where I purchased the card and they retrieved the Serial Number of the card from their internal computer system. The card was issued by XXXX XXXX and is serviced by InComm Financial Services , Inc . I telephoned the number listed on the packaging XXXX and they issued case number XXXX to me after verifying the card had not been used and asked that I send a government id such as my driver 's license to verify my address. I sent them a copy of my license to a number they initially provided.to me at XXXX. After waiting two weeks and never receiving a replacement card I telephoned back and learned that the fax number provided to me by their employee was wrong so I re-faxed my license to a new number they provided XXXX on XX/XX/2019. After waiting weeks again I telephoned back and they said they now want a copy of a recent utility bill not over three months old to verify my address. I advised them my current license was verification they originally said i could send.
|
| 11/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
We were anonymously given a {$500.00} Vanilla Visa gift card on XX/XX/23 when my husband was laid off. It was left at our church ( currently trying to track down WHO it was to see if they retained the receipt ).
When I opened the factory sealed envelope, 3 of the 16 digit numbers were scratched off. I tried using the card in person at a store and the card reader wouldn't even read it.
I called the customer service number on the back on XX/XX/23 and after finally getting through to a real human being they asked for the serial number on the back, which I provided. Then the gentlemen informed me their system was down and he couldn't help me. He said when I called back, I needed to provide the receipt ( which I obviously don't have ) and a photocopy of the front and back of my ID. I told him I don't feel comfortable giving them my ID ( and thought to myself it sounds like a scam ) and didn't understand why they needed that. The card wasn't linked to me in any way since I didn't purchase it.
After hanging up I did some online research only to discover this has happened to thousands of other people with this Vanilla Visa card. As I stated before, the gift card was factory sealed! So this must be an inside job? I know that sounds crazy but how else would someone be able to scratch of the numbers?
|
| 01/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
on XX/XX/XXXX XXXX i visited 3 XXXX locations and purchased 3 vanilla visa gift cards in the amount of {$500.00} each totaling {$1500.00}.
When attempting to activate the cards and to check the balance on each if the cards the online system displayed " system error please try again later '' and would not even display any account information or balances.
When i used the telephone system to do the same i tried with each card and tge response i received was " there is an issue with the card number you have entered '' and never gave any information about any of the three cards.
I tried each of the online and telephone systems fir several days until i just contacted vanilla visa from the number on the physical card, their response was contact the retailer. XXXX XXXX XXXX So i did just that, i emailed a few times with an unknown rep snd they asked me for copies of the receipts and pictures of the cards. I sent all of the requested items ( also attached ) and have not gotten any reply.
I complained to the XXXX and received a response from XXXX telling me i need to send the picture 's in a certain format. ( XXXX XXXX XXXX ) which i did and it has bern weeks and no response.
I have not been able to use the cards or check balance. they keep replying insufficient funds when attempting to use.
|
| 06/15/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
I purchased a total of XXXX gift cards with a value of {$490.00} on each card + {$4.00} fee each at XXXX XXXX. The XXXX cards were split between XXXX transactions of XXXX cards each, including fees each transaction was {$2900.00} XXXX XXXX * XXXX + XXXX ). My XXXX transaction of XXXX cards, all XXXX cards showed as not activated. XXXX did a refund of the XXXX cards ( - {$2900.00} ) that did not activate and did a repurchase of XXXX cards for {$2900.00} on a XXXX transaction since the XXXX transaction all cards showed as not activated. Technically XXXX cards at {$490.00} each were purchased ( though charged for XXXX see receipts ) with XXXX being returned, leaving XXXX cards that I should have active with funds on them. I 've sent my receipts from XXXX XXXX, including the electronic sales journal that XXXX ( the store manager ) of XXXX XXXX provided to support what happened. InComm says XXXX cards were used at the United States Post Office, which I did. XXXX cards {$2900.00} ( $ XXXX + $ XXXX ) are unaccounted for per the receipts I 'm providing that shows I was charged for XXXX cards at {$2900.00} x XXXX = {$8900.00}. Per the receipts, where is the missing XXXX cards/funds? I would like my funds for the missing XXXX cards ( not activated ) refunded to me in the amount of {$2900.00}.
|
| 01/24/2022 |
No |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
Good Afternoon, I received a XXXX XXXX XXXX as an award from my employer. When I went to use it for the first time today, I became aware that the balance was {$120.00} instead of the {$150.00} as expected. I called XXXX XXXX XXXX who has up to an hour customer service wait time. After getting a hold of an agent, they stated there were charges from CA. I live in CT. They said they would need to open an investigation that would take 45-90 days. I said in the mean time can you give me a new card as this is a gift card and not a debit card or credit and I have never used it? They said no. They were obviously compromised and nothing I did wrong on my end. As I spoke with the agent, i started to wonder if this is a legitimate company? I asked to speak with a manager and they put me on a long hold and then hung up. I tried to call back and could not get anyone. I even looked on XXXX for management and could not find anyone. It funny that I work in fraud and have never had an issue with a debit or credit card but I get a GC as an award and its compromised. Their customer service is horrible and im sure i am not the first complaint and i am looking for help in retreiving a new gift card with the original balance.
Sincerely, XXXX XXXX XXXX Last 4 of the card:XXXX Email sent to : XXXX XXXX
|
| 01/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I originally purchased card # XXXX XXXX XXXX XXXX cv XXXX. I went online as instructed to XXXX on the back of the card. I was able to activate the card, but once I tried using the card online it would come back as declined. I went back to the website used to activate the card to check for any issues and received a message that the card information being entered is invalid. I called XXXX after XXXX wks of calling and hours on hold, I was able to speak with a representative that advised the card was activated on a fraudulent website ; therefore, they deactivated the card. I was then issued a new card in which I just received XX/XX/28 I called the number to activate the card instead of using the website. XXXX advised that card # XXXX XXXX XXXX XXXX cv XXXX is invalid. After being on hold for several hours I was able to speak with a representative that transferred me to they supervisor ( XXXX ). She informed me that they are aware of their IVR advising that cards are invalid and currently working to correct. I requested that they issue a check for the amount of {$100.00} because I'm having too many issues with their card. She then requested phone #, email, and XXXX in order to mail me a check for a card that has no personal information attached. I disagreed with providing my XXXX.
|
| 10/23/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
On XX/XX/XXXX at XXXX I purchased a vanilla gift card and loaded XXXX. The purpose of the card was to let my son shop online to buy things. I tried to add card to his XXXX XXXX it said invalid card. I tried to check balance at the website it said invalid card. So I called customer service they said someone tried to hack my card so they locked it. They said we will mail you another card with the full amount on it and not to throw away a the original card I purchased. So today XX/XX/XXXX thr new card came in the mail. I tried to call number to activate they said it was an issue. I needed to speak to representative. I spoke to XXXX who could not explain to me why my card could not be activated he allegedly opened case the case number is XXXX. And he said I would be contacted via email in 5-7 business days I believe they are scammers and are stealing money from customers. I could barely understand them and I told them I believe they are scammers. How can a card the company mailed me not be able to be activated sounds like a scam and someone needs to look into vanilla gift card they are stealing money from customers and giving the run around about money. I have attached my original receipt. The card I purchased and loaded at the store and the card they mailed to me that didnt work
|
| 03/22/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I bought a {$500.00} Vanilla go VISA gift card at XXXX in XXXX, NC.
On XX/XX/XXXX, I reported it lost to the Vanilla VISA company at the phone number listed on their website https : //www.vanillagift.com/ ( XXXX XXXX XXXX.
It had a balance of {$170.00} on it. They told me to send them copies of the receipt and my Driver 's License to XXXX. They told me they would send a replacement card within 30 days. It did not come in the mail.
On XX/XX/XXXX, I called to tell them that I had not received it and they told me to wait for another 30 business days. It did not come in the mail.
On XX/XX/XXXX, I found the card and checked the balance but it was empty. I called them and talked to XXXX, and she said to continue waiting for the replacement card to come in the mail. It did not come in the mail.
On XX/XX/XXXX, I called to tell them that I had not received it, The man I talked to asked me for more personal information, and i was stupid enough to give it to him. He then told me to wait another 30 business days. It did not come in the mail.
I actually waited to call them this last time because I felt so frustrated about it.
On XX/XX/XXXX, I called to tell them that I had not received it and when they told me to wait another 30 days, I politely told them I had to report it.
|
| 03/05/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a XXXX gift card for {$100.00} from XXXX as a XXXX gift for a friend. My friend lost the gift card. Since I have the activation receipt, I thought that it would be simple matter to get a replacement card or for them to provide me with the card number and pin. I contacted XXXX customer support and they started a case. They eventually sent me a pin, which they claim they got from InComm, but it is not usable on XXXX 's website, and I was not given a card number. On XXXX 's website, they require a 16 digit card number and an 8 digit pin. XXXX sent me a 13 character " pin '' consisting of 3 letters followed by 10 numbers. XXXX 's website does not accept characters in the pin field. I have also tried to contact InComm through their customer support request page over a month ago, but have never received a response, not even an email confirmation. I have the activation receipt, bank statement. I need assistance in getting the card information, so that my friend can use the gift that I purchased for her. Gift cards need to be better regulated. As it stands now, the gift card companies are getting away with taking people 's money, which is essentially stealing. I have proof that I purchased the gift card, but I can't get any help from anyone. This is totally not right.
|
| 04/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
At XXXX a.m. on XX/XX/2021, my attempted {$490.00} purchase ( trying to load a reloadable Incomm product : XXXX Serve ) with my {$490.00} XXXX XXXX XXXX card ( another Incomm product ) ending in XXXX, at XXXX XXXX in XXXX XXXX, XXXX, didnt process correctly after my card swipe, and the transaction was voided. To receive my refund the store manager, XXXX XXXX, told me to contact her after she had looked into it and consulted with another manager. In our subsequent conversation XXXX XXXX told me the transaction had been voided by XXXX XXXX, the store did not have a {$490.00} surplus from the aborted transaction, and the {$490.00} should be back on my ( XXXX ) prepaid XXXX card in several business days.
Because the funds hadnt been credited back to my prepaid card, on XXXX XXXX, XXXX, I submitted a dispute form provided by Incomm Inc., so the {$490.00} taken from my XXXX XXXX XXXX card can be refunded. ( I had been out of town for nearly a month, delaying my attention to this ). Incomm states disputes are resolved within 90 days, but after 90 days I hadn't received my money or a status update. I emailed twice in late XXXX to follow up ( see : attachments ) but didn't receive a reply from Incomm either time. I am eager to receive my {$490.00} back to be made whole again.
|
| 07/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I was given a Vanilla Gift Card by a friend for doing XXXX XXXX work. When I tried to use the card, it stated I had a " Zero '' or " 0 '' balance. I never use the card ( never taken out of the package ). I called Vanilla Gift Card Customer Service to report fraudulent use of the gift card. The Customer Service Rep stated that the card was used at " Game Stop in XXXXXXXX XXXX '' and one other company ( not use of the name ). I informed them that I am in California and have not visited XXXX or placed an order ( online ) at XXXX XXXX.
I submitted the requested forms, copies of the credit card, and receipt to the Fraud Department. I waited a month later to see if they had received my paperwork. I was informed that they had not received the paperwork ( after received verbal notification that the requested information was received ) and once the paperwork was I will get an e-mail from the Fraud Department. I resubmitted the paperwork ( s ) and got an e-mail dated XX/XX/2022. Per phone conversation, the investigation of fraud witll take 45-90 days. I called on Mon XX/XX/2022 to follow up and they said the Customer Service Rep ( XXXX who is in XXXX XXXX ) stated that the paperwork ( s ) was received on XX/XX/2022. I need to call back on XX/XX/2022 to check the status. Help!
|
| 09/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
My original complaint was filed with Consumer Financial Protection Bureau complaint on XX/XX/XXXX. I contacted their office Incomm Financial on XX/XX/XXXX, disputing an unauthorized charge made to her card. I returned the completed dispute packet to their office by XX/XX/XXXX. The company claim that the complaint has been finalized in my favor as they sent a replacement card for the amount of {$100.00} is being issued to my address that arrived via XXXX XXXXXXXX. I received the replacement card on XX/XX/XXXX. I attempted to activate the replacement card using the information that they provided with the card. I am not able to activate this card, add a personal pin ID number to this card or check for any existing balance on the card as each time I try to do any of the above, I am told that the information provided on the card is invalid. I have tried to activate the card online and also by phone. I am starting to think that this company may be fraudulent. I am not satisfied with their response and feel that the complaint filed on XX/XX/XXXX has not been resolved as they have not provided a replacement. Please, consider further action.
Thank you kindly, XXXX XXXX Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Georgia XXXX XXXX XXXX
|
| 06/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
I purchased a new {$50.00} XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX XXXX Expiration Date : XX/XX/XXXX. I went on line and had it activated. The next day I tried to order an e-book from XXXX, the charge was rejected. I contacted XXXX and spent an hour on the phone with them and they assured me that the problem was not theirs.
I contacted the customer service for the XXXX XXXX XXXX they have told me over and over again that the card is good. It has been activated, and has a {$50.00} balance. It still has that {$50.00} balance, but it has been rejected every time I try to use it.
I even bought a new and different {$25.00} VanillaGift card, XXXX XXXX XXXX XXXX, Expiration Date : XX/XX/XXXX, to try again, I had the very same results. Looking a little bit deeper into it, it looks as though the Vanilla Gift card & XXXX XXXX XXXX are the product of the some company. They need to be shut down for lack of customer care.
When I tell told them these card still do not work, they told me again they should, but in reality they do not work. They offer no reason whatsoever as to why they don't, or won't work. So far, I have wasted {$75.00} dollars on these worthless cards.
I don't have any other recourse, and I don't know what to do.
Regards, XXXX XXXX XXXX XXXX
|
| 02/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2023 I purchased a visa vanilla gift card at a XXXX for {$300.00}. The purchase cleared at my bank. Tried to use the card 5 times and each time it was declined. Got online to their website and tried to verify the card and amount only to receive and " error message and to try later ''. Called the phone number on the back of card twice. Put on hold for long period of time each call. First call said they would validate my card and could use it now. Tried to use it again and same - Declined. Second call said they could not validate card and I needed to email copy of receipt and drivers license and they would investigate problem. I did this. Didn't receive any conformation of email. After googling how I might be able to get my money back, I found this is a common practice for Visa Vanilla gift cards, as there are hundreds of complaints throughout the Internet about this very same practice. This should be investigated as this company is blankly stealing peoples money. Here are some examples of complaints I found : XXXX XXXX XXXX.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is the company appears to be controlled by Incomm located in Georgia.
|
| 06/26/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Wrong amount charged or received
|
|
Web |
|
|
This complaint is for Incomm.I do not accept the terms, I have suffer intangible damage due to this mistake on behalf of Incomm and also my securities has generated interest over this course of time which is a form of Security fraud of a sort no amount of monies can replace the damages your company caused my family and I, it has been over 18 months to get this matter properly addressed. I have been talking to representatives from this company who informed me over 10 times that this matter would be handle with is a Flagrant violation under the law and has penalty when damages occur and just a return of my Securities is not equivalent this not a cure for the damage that has been done. I will not accept the refund without interest and damages from this company as a delay in efforts to get a resolution.Under regulatory compliance this act is considered money laundering. I am asking for {$1000.00} for punitive damages and interest as well as a return of my Securities of the whole transaction of {$170.00} not {$170.00} if not willing to comply i will be forced to take to Arbitrary Court or class claim this is Malicious and Deceptive business practices and is a violation of federal law company still holding Securities and gaining interest of it. Which is unfair.
|
| 08/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/XXXX I contacted vanilla Visa credit card because I had checked the balance on my card and notice that a {$190.00} had been charged onto my gift card. I contacted vanilla Visa gift card at XXXX and they informed me that they would put a block for the representative I spoke to. They informed me to call back in 7 days to get an update. I called to check my balance Today and spoke to a representative who informed me that the transaction that was made Through XXXX XXXX did go through after all through after all. She then informing I would have to file a dispute and that in itself would even guarantee me that I would get the {$200.00} back. And that I would have to wait 90 days. At which time I decided to request to speak to a supervisor. She Reiterated the same thing the representative told me, Which is absolutely unacceptable being that I'm being inconvenienced over a situation I have no participation or control of if someone hacks the card. Th The supervisor informed me that it could take 5 to 7 days if I call XXXXXXXX XXXX directly and provide in me the following number XXXX. This number ring and rang and rang with no option for leaving voicemail or with any recording indicating its eligibility company. Thus this solution is not a viable one.
|
| 11/08/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/2023 I purchased a Vanilla Gift Card from XXXX and loaded it with {$500.00}. When I got home, I opened the gift card packaging to discover that the card was some sort of scam. A photocopy of a barcode was placed in the packaging and resealed in such a way that it was not obvious it was tampered with.
On XX/XX/2023 I called InComm to inform them of the issue and start a case. The case number was XXXX. I submitted to them all the requested documentation by email to XXXX. This included the original receipt, the front and back of the card and my driver 's license.
About 30 days later I received a replacement card in the mail. The replacement card had a value of {$0.00} instead of the {$500.00} that was loaded to the card.
I contacted InComm to tell them of the {$0.00} replacement card. They stated that they would send me another replacement card.
About 1 week later I received the second replacement card and this one also had a {$0.00} value. On XX/XX/2023 I again called InComm to tell them of the issue with the second replacement card. They said that they would check into it but I have heard nothing further from them.
It has now been 2 months since my original purchase and starting the case with InComm, and there has been no resolution.
|
| 06/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I bought 2 {$500.00} vanilla gift card in the XXXX store located on XXXX in XXXX back in XX/XX/2021 and I possess both cards the whole time with no one else knows the card number. However, on the same day I purchased them, there are 3 unauthorized transaction ( totaling of {$740.00} ) happened on the 2 gift cards. I was only able to find out about this fraud 2 days later when I was trying to use the card but the strip on both cards were not working. As a result, I reported this fraud to XXXX gift card as soon as I find out on XX/XX/2021 and received a confirmation email from their dispute department on XX/XX/2021. Vanilla gift card told me that they would have a resolution within 90 business days. I waited for more than 90 days and heard nothing back from them, so I called them to escalate my dispute case. However, their so called 'escalation ' ( and their only way ) to get an update is by sending an email to the dispute department. Moreover, every time I ask for an escalation, they told me to wait for 2 more business days for respond and call back if heard nothing back. I am not sure if they are sending any escalation emails at all.
In conclusion, I gave them 6 months to resolve my case but they are doing nothing to protect me from the fraud.
|
| 09/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
On XX/XX/2022, I purchased a {$100.00} Vanilla gift card and was charged a {$5.00} activation fee. Later that day, I gave this gift card to my mother, and a short time after that, she tried to check the balance and got a message that the card had no balance. She contacted Vanilla who told her the someone in XXXX has used the card and there are pending transactions. The said there was nothing they could do, and wouldn't even cancel the pending items. I then called XXXX where I purchased the gift card, and they told me there was nothing they could do. I called my credit card company, who at first said there was nothing they could do, but after speaking to a supervisor, they said they would investigate and if XXXX agrees to reimburse us due to a fraudulent charge, we could get our {$100.00} back. I told them that unless XXXX did the scamming / stealing of our money, it isn't a fraudulent charge. I wrote three messages to vanillagiftcard.com via XXXX, and they have ignored me. As of right now, I am out of {$100.00}, and no one will help us. We have been scammed, and don't know who it was, or how it happened. In searching Vanilla gift cards, I see others have been scammed out of their money. Is there something you can do to help us get refunded?
|
| 08/13/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a XXXX dollar Vanilla Visa gift card for XXXX XXXX. In XXXX XXXX I finally got around to using it at my local gas station. The purchase was declined. It turns out the card was used without my knowledge.
I immediately made contact with the company and started the dispute process.
On XX/XX/XXXX. The card company wrote back to me via email and advised me that the dispute was being reviewed.
On XX/XX/XXXX, I received an update via email that the investigation was complete. My request for a replacement card was denied. It turns out that they were unable to locate any problems.
On XX/XX/XXXX, I contacted them via phone for further clarification, the operator informed me that my dispute was closed. I informed him that the card was used before I received it. For my record He refused to tell me the name of his supervisor, or his employee ID #. All he told me was that his name is, XXXX.
XXXX, went on to inform me that I needed to contact the purchaser for some sort of receipt. I told him that it would be very difficult considering that we are experiencing a covid situation and I believe the purchaser lost his receipt. For the record, XXXX and co. never informed me to contact the purchaser when I first started the dispute process.
|
| 10/06/2023 |
No |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
On about the XXXX of XXXX or XXXX, ... .I purchased a Vanilla Gift Card XXXX XXXX for one of my nieces, ... .sent it to her to use for various things, ... ... supposed to be automatically activated when you purchase and add money to the card! She could not use it anywhere,... so, I had her send it back to me, I had to send her father cash, which he got to her. When I got the card back, ... ... went to the website, I submitted the information needed to get a balance, ... ... .it read that there was {$190.00} on it, ... ..instead of the {$250.00} I had sent it to her with. I was able to use it for something, and, for some reason, from then on, I was not able to make any purchases again. I went back to the site, ... ... the card had been hacked, and used for a {$75.00} purchase in XXXXXXXX XXXX ... ..which I had never been to. Had to call the card number, have it looked into, ... ... they sent me a replacement card, and, when I went to activate it, ... ..there was a XXXX balance! I had to call them again, ... ..somehow, while the card was in transit, ... ..it had been hacked, yet again, and had a XXXX balance! Yet another claim to look into by these people,...... I have had to call, or, go to the site, more times than anyone should have to!
|
| 11/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
I purchased a prepaid visa giftcard for {$500.00} plus {$5.00} fee on XX/XX/XXXX and when attempting to use it, it was declined at a merchant. I know this was a scam where the card information was compromised. My card ends in XXXX but the merchant where it declined showed a different last XXXX digits of the card when a decline receipt printed. This tells me the info was compromised. Also the CCV on the card was scratched out on the card by the scammer. I have reason to believe they somehow compromised the card to activate a different card instead of mine. Not sure how they managed to do that. Please help and mail me a new card and stop the scammer if you can thank you.
Attached is a XXXX page document that contains : a copy of my ID, copy of the receipt, front and back of the card and original packaging.
I contacted Vanilla gift/Incomm several times at XXXX and they continue to say wait XXXX hours and someone will get back to me. No one gets back to me. They opened case # XXXX to investigate and I sent in all requested documents. Several reps have said a new card was sent to me since XX/XX/XXXX but that's not true. A supervisor name XXXX today confirmed that nothing has been resolved and no replacement card has been sent. Please help.
|
| 04/15/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
My Name is XXXX XXXX, recently a few weeks ago on XX/XX/21 I lost my wallet containing my Vanilla prepaid debit card. I realized I lost my card that evening and promptly called customer service to order a replacement card. The customer service rep expedited me a new card and also informed me of a unauthorized transaction on my account. A XXXX store in Maryland for {$790.00}, I live in XXXX XXXX XXXX 3 states away over 200 miles away. I was told I should make a claim once the transaction posted to my account. I waited a few days and then did so. Claim # XXXX.Then approximately 2 weeks later I received an email stating my case was denied. I followed the customer service representative advice and waited a few days before filing a claim ( XXXX ) but I notified Vanilla the day I lost my card. ( XXXX ) .I thought I was protected under the 0 % liability agreement if I reported my lost card promptly. I reported my card lost within 10 hours after losing it. I have called on several occasions attempting to get an answer as to why my claim has been denied, and Vanilla has responded by saying they would send documentation showing why they denied my claim but I have not received any documentation. Will you please help me recover my funds. Thanks.
|
| 06/22/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XXXX XXXX, 2017 XXXX XXXX have purchased 3 vanilla gift cards with my credit XXXX XXXX at XXXX store located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX. The cards were issued by Incomm financial services with {$450.00} denomination each. On XX/XX/2017 I discovered that 2 of the gift cards have XXXX balance since they were redeemed ( swiped per Incomm CSR ) on XX/XX/2017 at XXXX XXXX and XXXX XXXX at XXXX XXXX XXXX XXXX for full amount ( {$450.00} and {$430.00} respectively ). I immediately contacted Incomm Customer Service to report the issue. I have filed a dispute with Incomm for which I got following response : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear Cardholder, This letter is to inform you that we have completed our investigation regarding the referenced ticket above. After reviewing your account, we have verified that your card was present during the time of the purchase ( s ). Under the Network Regulations, we do not have recovery rights to file a claim. Your dispute is no longer under review. With the denial of this dispute, we consider this matter closed. They cards were ( and still are ) in my possession and no one ever had a possession of these cards other than me.
|
| 11/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I went to XXXX at XXXX XXXX XXXX XXXX, XXXX, NC XXXX on XXXX XXXX XXXX and purchased a XXXX XXXX XXXX XXXX for {$250.00} plus {$4.00} activation fee. Upon opening the card on the same day, I discovered the card was damaged ( please see photos ). I phoned the number on back of gift card and selected option for lost or stolen card. I reported the incident and was instructed to email photos of card along with my driver 's license to XXXX and reference Case # XXXX. I did as instructed and was told twice they did not receive my documents after confirming their email several times. The last sent documents was on XX/XX/XXXX and I received an email asking for the documents again. Finally, I phoned and a rep informed me that they did receive my documents on XX/XX/XXXX and that I have to wait 30 days for a replacement card. I phoned the company on approx. XX/XX/XXXX and was told by a rep to " wait a few more days. '' I phoned company again today, XX/XX/XXXX ( XXXX ), and was told I have to wait XXXX business days. I immediately phoned another phone number received in an email for customer service ( XXXX ), and was told my documents were received on XX/XX/XXXX and my claim is being processed as of today, XX/XX/XXXX and I should wait 30 days.
|
| 04/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a {$100.00} visa gift card as a gift around late XX/XX/XXXX. A week after receiving it, I tried using the gift card for the first time for an online purchase, and it was declined due to insufficient funds. I checked the balance and notice an unauthorized transaction that was done at XXXXXXXX XXXX central time. As soon as I discovered this fraudulent charge, I filed a claim with vanilla gift card company, also known as Incomm, to dispute on XX/XX/XXXX. I was told verbally and in written form that would take 45-90 days to resolve the dispute. It is now XX/XX/XXXX, and I waited my 90 days, but have not heard from the card company. I called the card company for an update, and the representative at the time told me he would escalate my claim and that I should hear back within 24-48 hours. I did not receive a response within that 24-48 hours, so I called customer support again. During this second callback, I was told there was an issue with my dispute, and I would have to open a new claim and start the 90 days process again. The customer service representative did not give me a clear reason as to why my dispute is invalid. I asked to speak to a supervisor to which the representative put me on hold and never got back to me.
|
| 08/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased Prepaid Visa from Vanilla to give to my son during travel outside the State. He made 1 small purchase which went through.
He tried to make a 2nd purchase, and the card declined. I went to the website on XX/XX/XXXX ( Vanillagift.com ) to check balance of card and the site would not recognize my card. I called Vanilla at the XXXX to lodge complaint on XX/XX/XXXX They told me they " detected fraud '' and that there was a {$53.00} balance. I told them all the information on the card that they requested. They refused to turn the card back on.
I told them I want a refund for the balance or a new card. They requested my address to mail out a new card and said I would receive one within 30 days, or they might request a copy of my original purchase receipt ( Which I have ).
I still have not received any communication from them. There is no contact information on the website for an address or even an email. The phone number is all they provide, with agents who barely speak XXXX and difficult to understand.
There are hundreds of complaints about Vanilla gift cards online, along with one agency who said they have approximately 7 % complaint resolution. This could be potentially $ Millions of dollars scammed from consumers.
|
| 10/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I bought XXXX cards in early XX/XX/2022. They were unopened and unused until XX/XX/XXXX. That day I checked the balance on vanillagift.com as instructed. It showed XXXX cards, each with a full balance of {$50.00}. 2 days later the cards were rejected. When I got back from vacation, I contacted the company and they verified that the cards had been drained at XXXX the night I checked the balance on their site ( XX/XX/XXXX ). One card had XXXX - {$0.00} charges and was drained in 1 minute. The other had a few other amounts. It was mostly drained over XXXX XXXX min periods. All charges were to " XXXX ''. Obviously these were not legitimate charges as there is no way to make XXXX transactions in under a minute. They locked both cards so I have never had access to XXXX of the {$50.00} cards. I had to wait for them to send copies of the charges and I submitted the dispute packet XX/XX/2022. I have contacted them by email. No response. I have called and they keep telling me XXXX days " to review ''.
They have no intention of giving me back my {$100.00}. The cards were good until I went to their page. Once drained from their page, they locked the cards so I didn't even have access to the balance. Vanilla pre-paid visas are a scam.
|
| 02/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
On XX/XX/XXXX and XXXX, I found out that I have 2 cards that can't be used and can't check the balance. I called the customer and asked what was wrong with my card. They told me that they locked my card and will Replace a new card for me, I called them on XX/XX/XXXX, and told me that I will receive new cards on XX/XX/XXXX and XXXX, respectively, a {$500.00} card ending in XXXX, and {$300.00} card that ends in XXXX, but I didn't receive it until today, I found out that they sent the card to a wrong address, XXXX XXXX XXXX XXXX XXXX, there is a small error in this address, the correct one is XXXX XXXX XXXX XXXX XXXX, I asked to resend me to the correct address, or change the two replacement cards to the correct address, but they refused me, gave me the case number and kept me waiting, I have been waiting for half a month Didn't receive my card, and asked me to continue to wait, and asked me to upload my privacy documents, the gift card is originally an anonymous shopping card, even though I uploaded my purchase receipt, I didn't get a reply from them as soon as possible, I'm so helpless, I don't want to lose XXXX dollars, this is my family 's money to buy food, I've waited too long, please help case number is XXXX and XXXX.
|
| 08/01/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
I purchased a {$500.00} Vanilla Visa gift card for my son for graduation. When I opened the card, I realized it is defective ; some of the numbers have been removed from the card.
It appears they were intentionally scratched off. The outside packaging was fully intact so the damage would have been done prior to shipping to the store.
I immediately returned it to the store I purchased it from ( XXXX ) but they said I'd have to contact Visa directly. I then called the number on the back of the card. Although they didn't have a prompt for a defective card, I kept pressing numbers until I was finally able to speak with someone.
The representative instructed me on how to file a complaint. I emailed photos of the card, etc., as instructed.
The representative said the problem would be solved within 30 days.
This was on XX/XX/XXXX, which was over 70 days ago.
The company has not responded. I have emailed and called several more times but after long periods of holding the line, I am told they are working on it. Obviously they don't care that they sold a defective card.
My son is leaving for college next week and needs the money.
I'm not sure what more I can do.
I'm hoping you will assist with this matter. Thank you.
|
| 06/11/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
XXXX : I PURCHASED A {$500.00} VANILLA VISA GIFT CARD AT A XXXX GROCERY STORE USING MY CREDIT CARD.
THE VANILLA VISA GIFT CARD IS ISSUED BY XXXX.
THE VANILLA VISA GIFT CARD IS DISTRIBUTED AND SERVICED BY XXXX XXXX XXXX...
XXXX : I CHECKED THE BALANCE. THE BALANCE SHOWED {$500.00}...
XXXX : I TRIED TO MAKE A PURCHASE WITH THE VANILLA VISA GIFT CARD AND THE TRANSACTION GOT DECLINED ....
XXXX : I CHECKED THE BALANCE. THE BALANCE SHOWED {$0.00} ( XXXX )...
XXXX : THERE WAS AN UNAUTHORIZED FRAUDULENT TRANSACTION ON THE CARD MADE FOR {$500.00} AT XXXX...
XXXX, XXXX XXXX XXXX XXXXXXXX - XXXX {$500.00}...
XXXX : I FILED A DISPUTE FOR UNAUTHORIZED FRAUDULENT TRANSACTION ON THE CARD MADE FOR {$500.00} AT XXXX...
XXXX : XXXX EMAILED ME THE COMPANY HAS RECEIVED MY DISPUTE FORM AND REQUESTED DOCUMENTS INCLUDING MY PROOF OF PURCHASE RECEIPT...
XXXX DISPUTE CASE ID XXXX ...
XXXX STATED THE EXPECTED COMPLETE RESOLUTION SHOULD BE WITHIN 45 DAYS TO 90 DAYS ....
IT HAS BEEN MORE THAN 90 DAYS. I STILL HAVE NOT GOTTEN A RESPONSE OR RESOLUTION FROM XXXX IN REGARDS TO THE DISPUTE...
THE RESOLUTION I WANT IS A {$500.00} CHECK SENT TO MY HOME ADDRESS FOR THE UNAUTHORIZED AND FRAUDULENT CHARGE MADE AT XXXX.
|
| 08/12/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I have purchased prepaid cards from XXXX Visa. ( XXXX ) I have contacted XXXX by phone at XXXX and have faxed disputes to XXXX, twice each.
Twice purchased and twice the card numbers have been hacked and balance of card has been used for unauthorized internet purchases.
Card # 1 balance of {$150.00} was used for unauthorized purchases to XXXX XXXX on XX/XX/19 {$67.00} XXXX XXXX on XX/XX/19 - 2 transactions, {$57.00} and {$32.00} Card # 2 balance of {$130.00} was used for unauthorized purchases to XXXX XXXX XX/XX/19 {$130.00} after reading XXXX complaints on this company, there are many other victims to XXXX prepaid cards. It is my idea that XXXX has inside hackers and I want their cards pulled off the shelves until they get their security under control.
My Status : two weeks plus since first reported unauthorized use of cards. XXXX keeps saying '' we havent '' received the dispute documents.
I took it upon myself to call vendors that hacker used. XXXX XXXX on XX/XX/19 was able to return the {$67.00} to my card. However, XXXX has put a hold on the card ( which had also a {$.00} balance left on it ) until " they receive dispute documents ''.
not happy with XXXX and will not be using ever again.
|
| 01/26/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I was given a {$20.00} prepaid XXXX gift card for my daughter as a gift from her aunt. The company that sold the card was Vanilla Gift. The company claimed that the gift card was never activated and that they couldn't activate the card without a receipt, which of course I don't have because I didn't buy the card. When I asked if there was another way to activate the card, they said that they could maybe look into it if I provided extensive personal information, including a copy of the my driver 's license front and back and Social Security Number. For a {$20.00} gift card and a possible resolution, they wanted me to provide enough info to steal my identity.
Vanilla Gift just took my sister 's money and made the gift card they sold extremely hard to use. They then wanted me to divulge extensive personal information that would allow someone to steal my identity to even look into the issue, with no promise of a resolution if I even moved forward with that path. I did not want to put my identity at risk for {$20.00}, which I suspect would be the case with many consumers.
The process of making these gift cards so difficult to use is a predatory practice that should be investigated and remedied by the CFPB.
|
| 01/20/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American |
|
On XX/XX/22, I purchased ( 2 ) {$100.00} Visa Gift Cards from XXXX. On XX/XX/22 I placed the cards in a U.S. Postal Service mailer, sealed the envelope, and handed it to the postal clerk. The mail never was received. I contacted VISA from a number provided by XXXX at XXXX and reported the cards lost or stolen on XX/XX/22. VISA or at least the person who said they were VISA open a case # XXXX and had me upload a copy of my purchase receipt along with a copy of the front and back of my drivers license to XXXX and told me that it would take ( 10 ) business days before I would receive a response. I have gotten no response and when I call the number, I have been placed on hold for up to 1 hour each time and when I did speak to someone, they told me that they had not received my documents i.e. my receipt and driver 's license, only to speak to a supervisor who told me that the ( 10 ) days had yet to elapse. I call them again today XX/XX/22 only to be told that they had not received my documents and was then hung up on with no answer or explanation about whether the cards were cancelled or if replacements will be issued. They just simply hung up. Also, there has been no response from the email account XXXX XXXX
|
| 11/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2023, I purchased XXXX gift cards ( XXXX for {$200.00} each, and XXXX for {$100.00}, totaling {$510.00} dollars, including each card activation fee ) at XXXX in XXXX XXXX, CA. On XX/XX/2023, I mailed via USPS with tracking to XXXX XXXX XXXX XXXX XXXX these XXXX cards to a business colleague 's USPS po box as a financial referral for business work. When the colleague attempted to use these cards in XX/XX/2023, all three were unopened, and unused. When he tried to spend them in XXXX California, all three balances showed {$0.00}. After looking up the card serial numbers and checking their balance, it was found that all three cards and all {$500.00} were spent in varieties of grocery stores in XXXX XXXX California and all transactions on XXXX. Work colleague and myself were never in these cities and the cardboard XXXX gift card packaging protecting the security codes were never opened until XX/XX/2023. Criminals had scammed these cards in advance. I am out {$510.00} and no one is willing to help. Appreciate all support and I can provide initial card purchase receipt from XXXX, tracking number from USPS, and paperwork showing the cards spent illegally in some random place no one was present at.
|
| 09/05/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchase of a Vanilla Visa Gift Card made at a XXXX XXXX location on XX/XX/XXXX for the total amount of {$500.00} ( {$490.00} value and {$5.00} activation fee ). When opened, the card was missing digits on the front XXXX through XXXX as shown in the picture. The last 4 digits shown on the receipt for the gift card did not match the card 's digits ( XXXX vs. XXXX ). Suspected fraud and contacted customer service on XX/XX/XXXX and XXXX, only to be told that the replacement card was going to be issued and sent to me via mail within 5 business days. No mail received and called again on XX/XX/XXXX and was informed by an agent that because this was a tampered card case, now requires supporting documents as attached here plus my state ID. All requested documents sent via email on XX/XX/XXXX for case # XXXX and received confirmation email. However, I was informed by multiple agents on the phone that this will now take additional 30 days to resolve without any additional compensation. My funds of {$490.00} has been locked due to the nature of the case and plus activation fee of {$5.00} is essentially wasted for now ( no activated cards available ) due to a faulty product, none of which I am responsible for.
|
| 01/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2022, I purchased a Vanilla Gift card for my daughter for XXXX at the XXXX in XXXX, TX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Helped by XXXX.
She tried to shop for XXXX gifts on XX/XX/XXXX and the card was declined. We thought maybe it was too early to use ( even though our receipt says activated ). We looked online and it showed a {$150.00} balance So she tried again and again and still the card is declined. We logged back onto to vanillagiftcard online and it now says an error occurred each time we try to check the balance. She called the Vanilla Gift card number on the card and sat on HOLD for over an hour. Finally, they answered and said there was a problem with the card, that they don't show a card with that number?! When we explained that we already saw the balance on the card and now there is a system error, they said we will have to try again the next day. We continue to try and the system continues to show an error occurring. I have tried calling multiple times since then and sat on hold for up to an hour without anyone answering the phone.
My daughter is a XXXX XXXX XXXX and she needs this money. Can you help us?
You can reach me at XXXX XXXX XXXX
|
| 03/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
My father in law purchased a bunch of gift cards at once. This was a Visa Vanilla gift cared. All of them had {$50.00} on it but one, the one he purchased for my daughter. I called to get the issue fixed and get reissued another card. I had no problems getting ahold of someone at first. I sent them all of the information they requested. That was sent on XX/XX/XXXX. I was given the case # XXXX. I tried emailing to touch base on XX/XX/XXXX, XXXX XXXX ( from my work email ), XX/XX/XXXX, and the last one was sent on XXXX XXXX. I have tried calling several times. Every time I called I either kept getting transferred and the call dropped or they gave me different numbers to call and the calls wouldn't go through.
I know this is only {$50.00} but that is still a pretty substantial amount of money to just throw away. All we are wanting is a replacement gift card or just a refund for my father in law. I have all the information you should need if I need to send anything to you. I have also attached the sticky note I wrote information on regarding contact information. The email that is written on there is the one I was given to send the information to. I was told I can also email for updates if need be.
|
| 12/16/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I only ordered one gift card at {$50.00} value from Vanilla Visa gift cards ( vanillagift.com ) but when I got my confirmation order emailed to me, the confirmation said I was being charged for double my order. I KNOW that I reviewed my order prior to checking out online. I called the very minute, 3:55 PM on XX/XX/2021 I received the fraudulent confirmation order of {$100.00} and said that I had only intended to buy one card and I wanted them to cancel my order OR change it so that only one gift card was sent as a gift to the address I enclosed.
On their website it says that they can amend orders if you call immediately as they like to be expedient in getting orders out.
After being on hold for an HOUR I was told by a customer service representative that there was nothing I could do and that I would be charged XXXX dollars instead of XXXX.
I had to report them as fraud to my credit card company so that the charge would not be applied to me. This was an expense for work and I fear I won't be reimbursed for this fraud.
Since the incident, I have found that Vanilla Gift is well known for scamming customers in this way, but I wish I'd known that earlier as they seemed a reputable website.
|
| 10/26/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I went to use my card. I had a balance of XXXX and was declined. Turns out someone got ahold of my credit card number, I still have the card in my possession, a fraudulent charge made of XXXX and they left XXXX on the card. I called Vanilla customer service and received the dispute packet and submitted back on XX/XX/2022. The rep. told me the charge was from XXXX. I locate the website and sent an email to customer service. I received the email back which appears not a legitimate company. After I submitted the dispute packet to Vanilla, I received an an email stating Please allow time for the processing of your dispute. The entire cycle can take 45-90 days, however, some cases are resolved before then. I called in 45 days and was told still working on case. I called on XX/XX/2022 and told by end of business they will have the results to call back the next day. I called back on XX/XX/2022 and the rep tells me still working on case to call back in 3- 5 business days. I told her this was to be already resolved since it is more than 90 days. I was already told to call back and I have and now this case is in my favor, the email specifically states 90 days. She stated needed more time and hung up.
|
| 07/17/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
In XX/XX/2023 I purchased a Vanilla Gift card at XXXX XXXX XXXX store for {$130.00}. Before I got a chance to use the card the balance was {$0.00}. I went to the transactions for the card online and saw there were 4 purchases made ; 2 to XXXX for {$50.00} each and 2 and XXXX for {$25.00} and {$8.00}. I put in a dispute about the unauthorize charges but only to receive a letter stating that there's nothing that can do and closed the dispute.
I called Incomm Payments the same day I received the letter of denial an asked what did the investigation consist of. I was told they could no longer pull my account up because it was closed. I told the customer service rep that wasn't fair to me and I'm just suppose to except their findings? Well not me, I did my own investigation. I called XXXX about the transactions that was made with the gift card, gave them the order number and 2 gift card was purchased for XXXX XXXX XXXX and mailed to XXXX, Massachusetts and I live in NC. I did not get any information from XXXX because I did not have an order number.
Looking at this company 's reviews, they are not a good company to purchase anything from. For all the reviews I saw, no customer was happy.
|
| 09/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
Purchased a Visa Vanilla gift Card from XXXX on XX/XX/2023. It was a XXXX gift for my son. When he opened it, it had been cut in half and all the numbers have been scratched off. I took it back to XXXX and they said that they have been having problems with their gift cards and actually have a department that deals with it. So they gave me the number and told me to call them and they would give me a gift card that works - I called the number they supplied ( XXXX ) XXXX and was told that Visa Vanilla will not work with them so I had to call Visa Vanilla to get the card replaced. So I called Visa Vanilla at XXXX and spoke with XXXX and he told me that they would replace the card. I gave him all my information and waited. No card was sent. I then called Visa Vanilla back and spoke with XXXX and she would not give me my case number and said that I would have to wait 15 MORE days. I asked to speak with a Supervisor or Manager and she hung up on me. I called back and was put on Hold and they never picked up. They left me on hold for over an hour. They will not give me any information. I think that they think that I am going to go away. I want my money so I can give my son his XXXX present.
|
| 05/25/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
On XX/XX/2022, I purchased a Vanilla Visa prepaid giftcard with a {$200.00} balance from XXXX XXXX in XXXX, OH. On XX/XX/2022, I registered the same Vanilla Visa prepaid giftcard online in my name. At that time, I created and opened a Vanilla Visa customer account using this prepaid gift card. Subsequently, I called Vanilla Visa to report the card was lost or stolen. The Representative placed a block on the card using the prepaid card number on my XXXX 's receipt. She confirmed the entire {$200.00} prepaid balance was still untouched and available. Then, she advised that per Vanilla Visa policy, they will cancel the card and mail me a new one. The Representative emailed me a Claim Form with a request for documents to complete, sign and return. On XX/XX/2022, Vanilla Visa sent a confirmation email that it received my Claim, Reference No. XXXX. Their confirmation email promised resolution in XXXX days at the very latest. But, nothing has happened. In 2 follow-up phone calls, Vanilla Visa XXXX said the matter was pending. I feel like they plan to do nothing and just steal my money. This is a violation of Vanilla Visa 's internal Claim submission policy and its card replacement policy.
|
| 03/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
Today, XX/XX/2023, I tried using my replacement Vanilla Visa card at a local store. I had previously filed a complaint that was resolved by the company sending me a replacement card the end of XXXX. I had checked the card balance to see if it was authorized to use the first of XXXX. Today when trying to use the card at a local XXXX, I found that the replacement card had a XXXX balance and when I called the company was told that the replacement card had two debits on XX/XX/2023, from XXXX XXXX in California. I have never been to Calif. Was told it would be another 45-90 days for the dispute to be investigated. I don't understand how the card can be used when I have the card in hand. Is there someone from within the company who is leaking or giving out card information? Why should I have to wait another 2-3 months for the company to see that I did not make the charges and send another card. I told the rep I wanted this resolved today but got nowhere. The {$100.00} was a gift. Some gift! Once was enough, but twice this has happened. I really don't want another card, just the {$100.00} that was a gift from my family. Thank you for any help you can give me. I appreciate your assistance.
|
| 10/22/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I bought a {$500.00} VanillaGo visa gift card ( ending XXXX, Card issued by The XXXX XXXX pursuant by a license from Visa USA Inc. Card is distributed and serviced ) at XXXX in XXXX XXXX TX and I was able to check balance. Recently I checked the card again and it was not active. I paid {$500.00} for the card and I made at least 3 phone calls now about the card, it was very painful and frustrating process.
I called on XX/XX/2020. The customer service representative told me that he will send email to " back office '' and ask them why it was not activated and he said the card should be activated in 48 hours.
On XX/XX/2020, I checked the balance again and still shows the card was invalid and not active. So I had to call the customer service again.
A lady took the call and said she will send email to back office and she was not clear on why the card was inactivated and she had no idea if the card was activated when I purchased the card.
She said I would expect a phone call and I told her that this is a scam and the card issuer tried to steal my money, which is true.
Now still unsolved, the quality of their customer serves was declining sharply during the last few months.
|
| 07/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Received a gift card for XXXX in XXXX. Immediately realized the gift card had usages back in XXXX while the card was still wrapped in a few California businesses XXXX the card was bought and we live in North Carolina XXXX XXXX
Submitted a dispute at the beginning of XXXX. Submitted all relevant documentation. Was notified there was a 90 day wait before they could follow up and issue us a credit/new card/whatever.
It has now been more than 6 months and not only have we not heard back, we have emailed them back several times. I also spent a large part of today and yesterday looking up how to contact them via phone : https : //www.incomm.com/contact-us/ As you can see, there is 0 contact information on the contact us page. If you browse the web enough, you will see a number ( XXXX ) XXXX. I called this number, tried to talk to operator, and could not get anyone. I called it again, and tried to go through the credit card help line and was hung up on every single time I entered in my card information.
The team is still XXXX, still advertising their products, but has completely removed all support lines from their website and their seems to be no support being given to anyone.
|
| 10/04/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I am writing to seek assistance in a matter concerning a XXXX XXXX XXXX XXXX that I purchased with a value of {$500.00} from XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX, on XX/XX/, at XXXX XXXX The card number indicated on my receipt is XXXX Immediately upon purchase, the card was activated. Regrettably, the following day, I realized that the card was lost, and despite my efforts, I have been unable to locate or recover it. In light of this, I promptly contacted the helpline at XXXX, which is listed on another gift card of the same type, to request a replacement card.
However, I encountered difficulty during my attempts to secure a replacement card, as my request was denied each time I contacted the provided phone number. The denial was based on my inability to provide the card number. I wish to bring to your attention that I possess the original purchase receipt for the gift card, which clearly displays the card number. Unfortunately, the agent I spoke to over the phone was unable to recognize this card number. Additionally, I have in my possession the credit card used for the initial purchase of the gift card, providing further proof of the transaction.
|
| 09/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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I purchased a XXXX gift card from XXXX on XX/XX/XXXX. Shortly after, I attempted to use the card at a seafood market. The transaction was declined, the merchant showed me his computer screen verifying the issuing bank declined transaction, however, a hold for the purchase amount of {$87.00} was placed on the gift card. On XX/XX/XXXX I called XXXX ( number on the back of the card ) and spoke with a representative who assured me that, without fail, the hold would be released on XX/XX/XXXX. Today is XX/XX/XXXX and the hold is still not released. I called customer service again and was advised the hold would not be released until XX/XX/XXXX.
In addition, I have a {$12.00} balance on the card. I have attempted four separate time, at four separate merchants to use the card ( all amounts less than {$12.00} ). Each time, the card is declined for insufficient funds. Customer service has no explanation as to why these transactions are being declined.
This company is holding {$87.00} of my money when the merchant has verified numerous times the transaction was declined and settled on their end. The small balance that is available is unusable because all transactions are declined.
|
| 11/07/2017 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased a {$500.00} One XXXX XXXX gift card from XXXX 's on XX/XX/XXXX. I used the card online for purchases totalling approximately {$66.00}. When I was unable to check the balance on the card a few days later, I was told by customer service that a hold had been placed on the card and that I needed to send a copy of my receipt, driver 's license and prepaid card.
When I was able to check the balance the following day, I discovered approximately {$200.00} of unauthorized charges had been placed on the card. Other charges were pending. I then filed a dispute claim with Incomm on XX/XX/XXXX. After a request for an update, on XX/XX/XXXX Incomm stated that " merchant denied refund. Reattempting refund from merchant. Response can take up to 30 days. '' This is the only update I have received from Incomm despite sending two recent emails requesting information. The only information provided by customer service is to " check back in 24-48 hours. '' When I asked if I could access the card to see exactly what transactions had been made, I was told the card was inactive.
At this point I am worried this claim may never be settled and I may not get any of my money back.
|
| 09/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
Vanilla gift card XXXX XXXX case XXXX XXXXXXXX I just opened ( see picture ) a gift card from XXXX ( purchased at XXXX ) and the balance was XXXX. When I put in the card number and information, it showed it was activated and used for XXXX, I did not make or authorize this purchase and never heard of XXXX. I XXXX XXXX and nothing was found online, this is not a company or merchant!! I have requested a new card with {$100.00}.
I called the customer service line and spoke with a person, he opened my case and told me to submit the attached documents. I am attaching the front and back of the visa card I just opened TONIGHT and my DL to open the investigation. Once the investigation was opened I tried to put in the card information to get the details for the account and the card is inactive so I don't have the details on the fraudulent transaction. I XXXX vanilla fraudulent changes and this seems to be a common problem I didn't see the results that most of the complaints were resolved by returning the stolen funds.
This was a gift card and I wasn't given the receipt but I will ask my daughter to attempt to find the receipt or get the transaction register from XXXX.
|
| 05/04/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I received a gift card from a family member for XXXX ( {$100.00} value ). When I Peeled off the sticker to reveal the gift code, it damaged the card. The code was illegible.
I contacted XXXX XX/XX/XXXX and they referred me to XXXX XXXX ( incomm.com ), their partner company that issues the card.
I complied with the link, leaving my contact information ( multiple times ) and did not hear back from them.
I contacted XXXX again and was told they could do nothing and did not have a phone number for XXXX XXXX ( incomm.com ). I followed up with an e-mail and was given the same incomm.com link on XX/XX/XXXX.
I tried several more times to request help from incomm.com, with no response.
I Contacted XXXX again on XX/XX/XXXX and was given a contact number XXXX to contact XXXXt XXXX I was prompted to use a credit card to be eligible for a {$100.00} credit. When I spoke with an agent and told him why I was contacting them, he hung up.
I have the card, never used, and my family member has the receipt for the card and its purchase. It is unacceptable to have to wait this long for any response AND that a major company will not address this issue with their partners.
|
| 11/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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|
On XX/XX/XXXX I received a vanilla debit card from my neighbor for {$50.00}.
On XX/XX/XXXX I attempted to use the card to make purchases at XXXX and XXXX, however the card would not work. I called the card 's customer service and explained the issue. I was informed that I only had a {$5.00} balance on the card because there were previous charges to the card as far back as XXXX. The representative suggested that I submit a dispute for unauthorized charges on the debit card.
On XX/XX/XXXX I received a letter from " XXXX payments '' located in XXXX, GA which references ticket XXXX. The letter stated that they complete their investigation regarding my dispute, however the payment networks only allow recovery of transactions within 60 days from the date the transaction cleared. They have closed my dispute with no resolution.
The response is and lack of resolution is unethical. I disputed the charges within XXXX day of receiving the debit card as a gift ( XX/XX/XXXX ). If the representative 's claim ( that there were several charges going back to XXXX ) is true, how could they expect that I or any consumer file a dispute within 60 days of said transactions?
|
| 02/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
, In XXXX, my friend sent me a gift card, but I couldn't use it, I thought he needed to activate it, so I called the customer service representative and asked to activate my card. He agreed at first, and asked me to provide my address., but after I gave him the address he changed his mind and said there is a problem with my address. There are many recipients. This is my company 's address. There are many different recipients. This is normal. He asked me to submit proof of address and send it to the email address XXXXXXXX, and told me that I dont need to give me the case number, I just need to send it along with the card number, and I did so Yes, but I received a reply asking me to submit a case number. I said that I did not have a case number. The customer service said that I only asked for my address proof, without any news, My friend also called them to ask about the situation, and asked where he bought the card, my friend forgot, so there is XXXX XXXX here for so long, it belongs to us but cant be used by us, we need to provide proof, now The card in my hand is the best proof my card was still there but it couldn't be used, and the {$500.00} was taken
|
| 08/31/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XX/XX/2023, I purchased four Vanilla gift cards from a XXXX store. {$500.00} was loaded to each one of these four cards as evidenced by the XXXX receipt. However, one of the cards couldn't get through the first swipe later on. When I contacted Vanilla gift card center, the customer representative told me that the system record indicated that the card was compromised since it was activated and loaded {$50.00} by someone around one month before I purchased it. The customer representative said that a {$50.00} card would be sent to me later on. I explained that I loaded {$500.00} not {$50.00}, but the Vanilla customer representative insisted that their system record showed otherwise, and I could only receive {$50.00}. Two weeks later, a {$50.00} Vanilla gift card was mailed to me which I refused to accept.
Due to the XXXX 's purchase amount restrictions, I made a separate transaction for each card. So, I have four XXXX receipts, one for each of the four gift cards. I am not sure which receipt refers to the compromised gift card, so I attach all of the four receipts, the compromised gift card, and the {$50.00} gift card that Vanilla later sent to me.
|
| 03/25/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I almost lost {$900.00} dollars to a scam. I realized it after I gave them the card numbers. I quickly called Vanilla Mastercard, to cancel the cards. I asked for replacement cards and they said it would be about two weeks. The cards never came. I called them again on XX/XX/XXXX. Then they told me It would be 30 days and they said they put in for the cards for me, I waited five weeks and still no replacement cards. I called them again after 30 days and they told me they had just been sent out, and that they send them out AFTER 30 days had passed. It is now XX/XX/XXXX and I still have not received my replacement cards. I am a XXXX veteran on a fixed income, I can not afford to not have these cards. I was unable to pay my XXXX rent because of this scam as it is. I am seeking assistance from a veterans resource to pay my back rent because I don't have the money. If I get these cards I can pay bills with them and start paying my back rent. I am, however, not able to get cash off of the cards, but paying bills with them will free up some money for me. The two cards were a total of {$900.00}, {$400.00} on one and {$500.00} on the second one.
|
| 11/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I received a Vanilla Visa Gift Card on my birthday, XX/XX/XXXX. I opened the gift card and attempted to use it on XX/XX/XXXX. The purchase was declined. I signed into Vanillagift.com and learned an unauthorized purchase had been made at XXXX - XXXX which is a purchase that I did not make and have no knowledge of. No person ever had possession of my card and XX/XX/XXXX was the first time it was opened from the original packaging or attempted to be used by me. I immediately called to dispute the transaction and received the ID : XXXX. I received a letter on XX/XX/XXXX stating that my dispute was denied as the card was charged in-person. That is impossible. The card was in my possession and in its original packaging, unopened until XX/XX/XXXX. I attempted to call InComm support on XX/XX/XXXX and the customer service representative said there was nothing he could do. The contact information for the company is InComm Inc., XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, Georgia XXXX or via email XXXX. The customer service telephone number found on my card is XXXX. Looking at my card, you can tell that it has never been swiped and is fresh out of the package.
|
| 06/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
On XX/XX/2023 I purchased a Vanilla prepaid card in the amount of {XXXX} and {XXXX} for the card to use online while my bank was sending me a new debit card. I was going to use the card for groceries and other items online. When I got home I opened the untampered package to find that the card had been made unusable by scratches on the card number and the XXXX XXXX on back. I immediately called the company and after the hassle of trying to reach customer service they informed me that they would have an investigation into the matter and that I needed to provide photos of all the evidence I had and my ID which I did. I asked how long this would take to which they answered 30 days. It was the only money I had until I received my social security check. They don't care about that and just told me to get the evidence and ID photos to them quickly. When I emailed the photo evidence to them I did not receive any communication back from these ripoffs. And yes I was angry. I emailed them about my case a number of times to which I received no communication. It's getting close to a month now and am still out the money I used to buy and load the the card.
|
| 03/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I'm XXXX, I received the findings from incomm on XX/XX/XXXX, my case numberXXXX, They told me sent a new gift card to my XXXX address, but the case has been 3 months and I changed a new address last month, I have moved from XXXX to XXXX XXXX, my old address in XXXX is XXXX XXXX XXXX XXXX XXXX XXXX. I contacted the customer service on the back of the card and provided my case number and name and address, but she said she could not verify me. I think she deliberately didn't want to help me, and told me that if I have any questions, please reply to this email XXXX, which I did, but 4 days have gone, and I haven't received anything reply, I can't contact them about my case, I cant get help, I hope CFPB can help me, Ive been waiting so long time for this case, if you can help me change my address, please let me know, if they use XXXX to send the new card to me, please let me know the tracking number, my new address is : XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX. I actually explained to customer service representative XXXX XXXX another case last month that I moved to XXXX XXXX for work, please change my new address The mailing address of the card.
|
| 03/20/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
I received a VISA Vanilla Gift Card for {$75.00} given to us on XXXX XXXX XXXX. I understand that XXXX XXXX XXXX is the overall company. When I went to use it at a restaurant on XX/XX/XXXX the card was declined 3 times. Then I called the number on the back of the card and was told online that the card was good for {$75.00}. So I gave it back to the waitress plus cash to pay for the meal and tip. It was declined 3 more times. So I paid with a different card. When I got home I called the number on the back of the card one more time to speak to someone about the problem. They started talking about a 20 % hold at restaurants etc. I asked to speak to a supervisor. I read the entire back of the cardboard container in which the card came. Nothing indicated that the card was only worth {$62.00} not {$75.00}. Also, it specifically stated " No Fees After Purchase ''. The supervisor hung up on me. So at this point I don't know what the card is actually worth or if I can use it anywhere without being held to the {$62.00} amount or if even that is not available. The XXXX XXXX XXXX has a one star evaluation on this company. It was a gift or so I thought.
|
| 06/25/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
On XXXX XXXX 2020 My friend purchased 2 VISA VENILA GIFT CARDS From XXXX XXXX in XXXX XXXX XXXX California each card for {$500.00} total of {$1000.00}.
For a month due to covid in left the cards in my purse at home, on XX/XX/XXXX I decided to use the cards, opened the packets and took the cards out tried to use them, Both cards where used to the max without ever been taken out of the packet.
I contacted Vanilla Visa card customer service 1- a case was filed and I was promised to receive a dispute package by email within a day. I called after 2 days same promises now had to wait for another 3 days and again I called same story but no dispute package.
Then on XX/XX/XXXX they claimed that there was no case at all after 47 minutes hold they hung up on me and upon my second call I was told their system is down Today XX/XX/XXXX I called and a supervisor got on the call after22 minutes of holding and Informed me that he can see my call logs but he needs to start the case again.
It is obvious to me that they are using this tactic so I will disappear and problems will go away. I will not go away please help me with getting this issue solved
|
| 12/13/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2022, I bought a {$500.00} Vanilla Visa Gift Card at XXXX XXXX # XXXX. I gave it to my sister as a gift. She was unable to use the card and called the number on the card. They told her only the person who purchased the card could file a case. She gave the card back to me and I called Vanilla. On XX/XX/2022, I opened a case and sent them a front and back copy of the driver license, a front and back copy of the actual gift card, and the original receipt from the gift card purchase at XXXX. They responded and said it was a XXXX issued product ( the card clearly states it is a Vanilla card ) and asked me to send a copy of the receipt. On XX/XX/XXXX, I sent another copy of the receipt. On XX/XX/XXXX, I went to the XXXX where I purchased the gift card and they told me they could not do anything since it was not a XXXX card. When I did not hear back from them, I called Vanilla again on XX/XX/2022 and was told that my claim was denied. When I asked why, they merely told me to call the number on the bottom of the receipt. There is no number on the bottom of the receipt. They would not give me an answer as to why my claim was denied.
|
| 05/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
On XX/XX/XXXX I received a prepaid XXXX card from XXXX that I did not apply for or request. The card is attached to a XXXX checking account ( the account number and routing number are on the letter that came with the card ). I have tried contacting XXXX, the only phone number available ( XXXX ) requires you to enter either your social security number or the card number before talking to a person. As I do not want to activate this card, I did neither. I was eventually able to bypass this step by entering multiple zeroes followed by #. The first person I talked to on XX/XX/XXXX gave me the number XXXX, which is unallocated. The second person I talked to ( on XX/XX/XXXX ) said they were transferring me to another department, but after 15 minutes on hold I was disconnected. I tried contacting XXXX, but they told me to contact XXXX.
I just want these accounts closed and a fraud report created with both institutions. I had a similar situation happen in XX/XX/2022 with XXXX XXXX ( an online checking account was created using my identity ) and XXXX was much more helpful and easy to contact. I could find their Fraud number by XXXX.
|
| 10/25/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2019, I purchased a {$200.00} gift card from Vanilla Visa. It was stolen the same day. I contacted the company to file a claim and complied with their documentation requests. To date, I have received no response or updates to the filing.
I called today for a status check and was basically told that the information that I filed with the m was " invalid ''. Why, I asked and was informed that it didn't have my name and address. While we were talking, I was looking at copies of the information that I submitted and seeing the very information that they were telling me was missing. It was suggested that I send it in again. If the information was " invalid '' wouldn't they just reject it again? Same answer. I asked for a manager - same answers. I asked for a corporate person and was given a phone number, XXXX XXXX XXXX. I called that number and was told that they didn't handle customer service issues ... I should call back to the previous contact.
I obviously wasn't getting anywhere so I am taking this step because your office has been of great assistance in the past. Hopefully, you will be again.
Thank you, XXXX XXXX
|
| 11/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a gift card on XX/XX/23 in the amount of {$200.00}. When it was first attempted to use the card online at XXXX it was declined. I later learned, after I checked the card balance online, that the funds on the card had already been spent on XX/XX/23 at XXXX even though neither my Wife and I had used the card.
I called the support line on the back of the card ( XXXX ) for assistance and I was told to submit a claim and the company would look into it. I submitted a copy of the receipt, a copy of my license, and a picture ( front & back ) of the gift card in my email to XXXX with XXXX # XXXX on XX/XX/23.
I called the support number again today XX/XX/23 and they informed me they never received the documents and to email them again. I had them confirm the email address again and they stated the exact same email address I had previously sent the information too, XXXX.
With my new suspicion, I did some quick digging on the internet ( XXXX XXXX XXXX, etc ) and found what looked like hundreds of cases of other people complaining about the same issue of receiving VanillaGift.com Gift cards with the funds already gone.
|
| 07/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I tried to use a prepaid Vanilla Visa Prepaid Gift Card on XX/XX/XXXX, issued by my employer ( and was already activated when I received the card ) and it was declined ( expiration date is XXXX/XXXX ). Went to check the site and saw there were charges made in XXXX. I had not used the card, nor did I receive any notice that the card had been used. I called the customer service number to report it immediately when I became aware of this and was told to fill out paperwork - this was on XX/XX/XXXX ( same date as I became aware of the charges not made by me ). They sent a packet out via email which I filled out and returned. I received a request for additional information on XX/XX/XXXX which I filled out and returned. The gift card was for {$500.00} with charges of {$490.00} already used.
I now received a notice XX/XX/XXXX that they closed the case and I had not reported the fraud charges in a timely manner. I never received any notice the card was used and I reported the fraudulent charges on the same day I became aware of them.
I was not the one that purchased the card, it was purchased as XXXX gift to me from my employer.
|
| 01/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
Older American |
|
A XXXX prepaid card account was opened in my name without my permission or authorization. The physical card was delivered by XXXX on XX/XX/21. I called XXXX on XX/XX/21 at approximately XXXX EST, and spoke with representative named " XXXX ''. I informed XXXX that I did not open a XXXX account and that the card was likely an attempt at fraud and identity theft. I asked XXXX to ensure the account was not activated and to investigate the facts and circumstances of how the account was opened. XXXX provided a case number ( XXXX ) and advised me to call back in 24 to 48 hours for more information.
I called XXXX on XX/XX/21 at approximately XXXX EST and spoke with a representative named " XXXX ''. She advised me that the facts and circumstances around the opening of this account were " in review '' by their " back office '' and could not provide any additional information. She suggested I call back in 24 to 48 hours.
I need to understand how this account was opened and what information was used to determine if I am the potential victim of an identity theft attempt or other fraud.
XXXX is unable to provide this information.
|
| 10/04/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased two ( XXXX ) Visa Vanilla prepaid credit ( gift ) cards earlier today XX/XX/XXXX with the intent of using them as early XXXX presents for a friend. However, after getting home, I realized that these cards could not be used for online purchases ( this was nowhere in the fine print ). Since my friend does practically all of his shopping + personal finance online, I tried two things. First, I attempted to use the vanilla cards with XXXX to transfer the balance to my own bank account ( i.e. effectively refunding myself, less the activation fee ). This did not work because XXXX blocked the transaction, which also confirmed my friend 's claim that these cards do not work with online purchases. Second, I attempted to just buy a gift for my friend with these cards at XXXX where the purchase was blocked for unspecified reasons.
I repeatedly tried to call the number provided for assistance but the only options were pre-recorded responses, making it impossible to even try fixing the situation. At the time of filing this complaint I can not even check the balance on the cards, which makes me suspect retaliatory action.
|
| 06/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$300.00} XXXX prepaid XXXX gift card from XXXX as a present. The card thats included within the packaging is not recognized by the website or by the customer service of this company. I have called them and spent numerous hours on hold and their representatives state that the card # can not be found. They opened a case for me but when I followed up a month later they could not locate the case #. They have opened another case but I do not have hopes for any resolution here because they state that the case ID is the only way they can look up the profile and that your name and phone number can not be used to verify the info. I have a strong feeling that when I call to follow ip again in a month this case ID will not be found as well. I went to XXXX and asked to speak with a manager and was told that unfortunately they can not help as this is between me and securespend. I do not know what to do at this point, hence Im seeking your assistance in obtaining my {$300.00} back. I have a receipt as proof of purchase for this card, and continue to have the card and the original packaging that it came in.
Thank you
|
| 04/25/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased XXXX Vanilla Visa Gift which are serviced by InComm Financial Services, each with {$500.00} on them. When I went to use the cards they did not work. When I went to check the balance, there was {$0.00} on each of them with dozens of XXXX transactions that I did not make which had drained the cards. The cards which were sold to me were clearly compromised, as I had just opened them and the money was already gone. InComm sold me {$2000.00} of fraudulent cards. For all I know, someone at InComm stole my money because they have provided zero information. They told me to file a dispute and sent me documents to sign, which I did. The disputes were filed XXXX XXXX, XXXX days ago. I have called several times inquiring as to the status and they provide no information.
The {$2000.00} that they have taken from me is needed to pay bills but they will not provide any information as to the status or if/when I will receive the money that I paid for. InComm lost and/or stole their money and it is their responsibility to return it within a reasonable timeframe, not 46+ days.
The dispute numbers are : XXXX XXXX XXXX XXXX
|
| 12/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
DEAR CONSUMER FINANCIAL PROTECTION BUREAU IM REACHING OUT TO THIS AGENCY ABOUT IM HAVING PROBLEM ISSUES WITH & BUSINESS FINANCIAL COMPANY GOES BY THE NAME OF INCOMM FINANCIAL SERVICES INC CONSUMER CUSTOMER PURCHASE XXXX XXXX DEBIT CARD AT XXXX RETAIL STORE LOCATION CONSUMER CUSTOMER HAS PHOTO COPY OF ORGINIAL RECIEPT THAT HE PURCHASE FROM XXXX RELOAD STORE LOCATION CONSUMER CUSTOMER LOAD XXXXXXXX XXXX ON XXXX XXXX XXXX XXXX XXXX & AFTER THE CONSUMER CUSTOMER PURCHASE THE XXXX XXXX XXXX XXXX HE BEEN HAVING DELAY PROBLEM ISSUES WITH USING HIS XXXX XXXX XXXX CARD WITH PAYING BILLS ONLINE SHOPPING THE CARD COMPANY HAS CLOSE MY XXXX XXXX XXXX XXXX WITHOUT MY CONSENT FOR NO REASON PREPAID DEBIT XXXX XXXX CUSTOMER NUMBER XXXX CONSUMER CUSTOMER NEED ACCESS TO HIS FUNDS INCOMM FINANCIAL HAS BLOCK ACCESS TO MY PREPAID DEBIT CARD ACCOUNT CONSUMER CUSTOMER HAVING HARDTIME WITH INCOMM FINANCIAL UNBLOCKING MY CARD ACCOUNT CONSUMER INCOMM FINANCIAL INC REFUSE TO SEND CONSUMER CUSTOMER REPLACEMENT PREPAID XXXX XXXX XXXX AS WELL TO HIS PHYSICAL MAILING ADDRESS CONSUMER CUSTOMER DID NOT ASK FOR REPLACEMENT CARD TO BE MAIL OUT TO HIM
|
| 08/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On or around XX/XX/XXXX, I received a Vanilla Visa prepaid debit card as a gift. When I attempted to use the card to make a purchase on XX/XX/XXXX, it was declined by the merchant. This was the first and only time I tried to use this card. When I returned home from college for the summer, I looked into why the card did not work when I tried to use it and found the balance was XXXX. The reason for this was because there was a purchase made on XX/XX/XXXX, in the amount of {$100.00} from a XXXX user. I did not recognize this purchase nor did I authorize the purchase so I contacted XXXX and Vanilla Visa Gift Cards on XX/XX/XXXX. The representative I spoke with from Vanilla Visa Gift Cards emailed me a dispute form which I completed and returned via email the same day. The resolution I had indicated on the dispute form was a refund check. However, on XX/XX/XXXX, I received a replacement card in the mail instead of a check. I called Vanilla Visa Gift Cards on XX/XX/XXXX, and spoke with XXXX who said a check would be sent in 7-10 business days and provided me with case number XXXX. I still have not received a refund check.
|
| 06/16/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
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Web |
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I purchased a {$100.00} Visa Gift Card from a local XXXX. When the gift card package was opened there was a {$25.00} XXXX XXXX card in the package instead of the Visa gift card. I contacted Visa Gift Card services and explained the situation and provided the receipt information that was requested. I was informed that they could see the card had not been used and that the original card that I did not receive would be deactivated and a replacement card for {$100.00} would be issued. I received the replacement card in the mail and upon activation found that there was only {$12.00} on the card. I immediately called Visa gift card services again. I was informed that the previous rep failed to deactivate the card and while the card had been mailed purchases had been made using the original card. Now Im being told that I have to complete paperwork to dispute the charges and the investigation could take up to 90 days. Im having to do extra work and wait for an investigation when the company can verify that it wasnt me to begin with. At this point I feel like Im never going to get my money back and any help is appreciated.
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| 09/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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Web |
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I have a pre-paid Vanilla visa gift card, and noticed a fraudulent charge in the amount of {$130.00} ( transaction posted on XX/XX/2023, per attached screenshot ). I reported the charge to Vanilla customer service team ( on XX/XX/2023, after noticing the charge ), at which point they requested my full name, date of birth and address ( all of which I provided, but dont know why they would need this, as my personal info is not linked to the gift card ; a relative purchased the card for me as a gift ). Thereafter, the Vanilla representative requested that I email scanned copies of my gift card, my drivers license ( which I am uncomfortable to provide as this is personal info ) and a purchase receipt for the gift card ( which I can not obtain unless I jump through hoops, to ask my relative who purchased the card to go back to the merchant to obtain the receipt ). Ultimately, I simply would like these funds refunded back to the card in a simple and expedited manner, and Vanilla dispute process is far from simple and with invasive requests for personal information. Any assistance you can provide is greatly appreciated.
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| 05/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XXXX XX/XX/2022 ha received a Vanilla gift card for XXXX dlls. On XXXX I used the gift card to pay some tickets for XXXX dlls. Last week I tried to use the balance of my gift card, but the I can't. When I call to the Vanilla company they told me that they had canceled my card possible fraud. I never have call to report any lost or fraud.
When and ask what I need to do to claim my balance they told me that I need a picture of the card, and the receipt.
When I explained to them that it was a gift that I dont have the receipt, they told me that if I don't have the receipt they can't give the balance of {$110.00} dlls.
Is a gift card, I ask how many people give a gift card with the receipt? How many people keep a receipt after used part of the card? I need to ask a my company for a receipt when they bought one hundred cards for chritmas presents? Why? Why they canceled my card when I never call to notify fraud?
Really, need your help, I think this is unacceptable, I can send a copy of my ID and the gift card but I dont have the receipt and I need my balance, I don't want to lose my money. Cordially, XXXX XXXX
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| 12/16/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX. I bought a prepard card. I added XXXX $ and I was charge a XXXX $ fee which is normal. When I aas back home I tryed to login to see my balance and I realised that my card was invalid. I had to wait on the line for severals hours before talking to a customer care employe and after that to a supervisor. The supervisor told me that I needed to send the prooves of my purchase by email to this Incomm compagnt. This is were the problems started. When I sent the documentation Incomm was sending me the same emails telling me that they were not able to open my pictures, which is almost impossible because of the causual format. I sent them 5 times my email and every times they told me it was impossible for them to open them. I then asked them what other way I could provide the documentation to them and this is were the started to ignore me. Since then ( 3 weeks latee ) I have to call the costumer service every day so they contact Incomm, by email, for me, and even then, Incomm won't write me what is going. This is the poorest costumer service I have ever seen in my entire life. It is completly insane.
|
| 08/02/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
Older American |
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On XX/XX/XXXX, sent an email to their gift dispute email.
I purchased several XXXX dollars of gift cards from XXXX XXXX in XX/XX/XXXX some were {$25.00} and several {$50.00}. On XX/XX/XXXX I had a couple debit card left over and I tried use a {$50.00} at XXXX and there was only XXXX cent on the card.
I immediately went to XXXX XXXX and was informed the {$50.00} cards come in already loaded and the {$25.00} they load.
On XX/XX/XXXX, I received an email back from Dispute Form Entry ( XXXX ) saying " please use this email as confirmation that your dispute packet has been received and forwarded to the Dispute Resolution team. You can expect complete resolution with 45-90 days. The outcome will be communicated to you via email. NO CASE number on the email and it have 90 days. Also, it stated, this mailbox is not monitored.
I sent an email again last week, the balance is still XXXX cent and no communication received. Also, checked spam {$50.00} dollar may not be a lot to them, but I paid {$50.00} and they stole {$49.00}.
Please assist me with this complaint.
Thank you XXXX XXXX XXXX The Card # XXXX
|
| 11/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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This card was gifted to me by my employer. When I opened the card the last half of the card numbers were scratched off the front of the card. I tried to use the card in store but the card is declined because the mag strip on the card does not work and the card reader does not pick up the card when swiped. I can not use the card online because I do not have the missing card numbers. I can not even check the card balance online due to the missing numbers. I contacted the card company Vanilla Gift Cards and told them about the issue. The representative asked me to send in personal information such as photo copies of my ID cards home address etc. I find it hard to send this sensitive information to this company when there is a history of fraud. I also told the representative I have a copy of the receipt when the card was purchased and would have no problem sending that along with copies of the card to them for proof of purchase. The representative told me there would be a case opened to investigate but it was unlikely this issue would be resolved. So I now have a {$150.00} gift card that can not be used.
|
| 12/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
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Web |
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A vanilla prepaid card was purchased Tuesday XX/XX/XXXX at XXXX XXXX in XXXX Missouri. This card was paid for and loaded with {$500.00}. In the packaging it is written to give at most XXXX hours for funds to become available. XX/XX/XXXX the first attempt at checking the balance and status of the prepaid card was denied. The website cited that there was a system error. The second time it was said that there was an issue with the card. After returning to the store we sat on the phone with Vanilla customer service for XXXX min with the store manager. It was also unsuccessful as dispite putting In all required information it will still not tell us the issue or balance for that matter. We were directed to hang up or attempt to contact an actual representative. After XXXX minutes on hold there was still no answer. We have still not been able to get in contact both online or over the phone dispite hours of hold music. It has been called to my attention after purchase that this prepaid card brand is often having these issues with many never being able to access their funds and losing all their money in turn.
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| 01/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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I purchased a {$500.00} prepaid vanilla Visa gift card on XX/XX/2022 from XXXX. And When I tried to use the card for a purchase in the XXXX XXXX XXXX on XX/XX/2022 for the first time. I was surprised that only XXXX was left on the card balance. I used that amount for my shopping. I checked the activities for the card online. I realized the card information was stolen, and many transactions from XXXX were on the list, and the balance is XXXX now. I called INCOMM payments XXXX immediately, and the customer service person locked the account and opened a dispute for me ( case # XXXX ). I submitted the complete dispute form soon after. On XX/XX/2022, I received an email with the final resolution letter and a replacement card with a balance of XXXX in the mail. I called the customer service line again, and the agent told me that was all the money they could recover. And they can not do anything else for me. I am troubled that I should take the loss simply because the card company did not protect the information and allowed someone else to steal all the money within a few days after the gift card sale.
|
| 12/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
Servicemember |
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I received a Vanilla gift card ( issued by XXXX, distributed and serviced by InComm Financial Services , Inc. ) with a value of {$400.00} and expiration date of XX/XX/XXXX in XX/XX/XXXX. I tried using the card in XX/XX/XXXX but the card was declined. I called VanillaGift the next day and they told me the card was declined because it had already been used. I had not used this card and the card has been in my sole possession since receipt. I submitted a claim to dispute the transaction and was told it would take up to 60 days to resolve. In late XXXX, I received a letter from " incomm payments '' informing me that the dispute has been closed because " The Payments Network allows recovery efforts to be submitted within 60 days of the date the transaction cleared the account '' and that my claim is outside of this timeframe. Since I had no idea an unauthorized transaction had been made until I tried to use the card, imposing a 60 day timeline is unfair, deceptive, and perpetuates fraud on innocent consumers. For all I know, the company sold the same card to two recipients, as it was all done online.
|
| 04/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
|
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On XX/XX/2023, I purchased a {$200.00} XXXX gift card. The service provider is Vanilla. The company 's website states the card can be used online or in stores. I attempted to use the card online and the charge was declined. I went to Vanilla 's website and attempted to double check my balance; assuming maybe they held the funds but the website stated there was a system error. I contacted the customer service number on the back of the card. I waited on hold yesterday for 2.5 hours with hold music and never got to speak with a representative. I attempted to use the card again today and it was declined again. I tried the number on the back of the card again and have been on hold for over an hour. After researching the company, there are multiple complaints of fraud with this company stating the cards can't be used after purchase, funds disappear from the card after customers attempt to use it, and customers are never able to get in touch with a customer service representative to assist them after the card is declined. I, like many other consumers, want our money back from this fraudulent company.
|
| 08/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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On XXXX XXXX XXXX, I received a VISA {$50.00} gift card from my daughter that she had purchased from a XXXX store. Packaging did not appear to be tampered with, but I was not able to use the card. Upon closer inspection, I saw that the card had been altered ; the last 4 digits of its number on the front of the card and the 3-digit number on the back of the card had been removed. I phoned the company at XXXX reported my issue and requested a replacement card. They assigned me case number XXXX and asked for documentation ( copy of front and back of VISA card, copy of XXXX store receipt, copy of my id ) to be sent at the email address XXXX which I did on XX/XX/XXXX. I did not hear from them. I called XX/XX/XXXX and was told my documentation was received on XX/XX/XXXX and the investigation would take 30 days. When I complained they already had my documentation for 30+ days, she transferred my call. After holding 45ish minutes, I expressed my complaint and again requested a new card ; she told me I would hear from them within two business days. Today is XX/XX/XXXX and I have not heard anything.
|
| 03/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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|
Web |
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I'm XXXX, I have a card, I've bought it for a long time, but I can't use it, I don't know the reason, I know there is XXXX dollars in my card, I contacted the card customer service number and they told me they will mailed A new gift card to me as a replacement card, but it's been a month and I haven't received a new gift card, and I called back but they asked me what is the serial number on the back of the card, I provided my card serial number before they mailed me a new card, when they promised to mail me a new card, I thought the original was useless so I threw it away which I didn't need in the process of using the card, the gift card website just asks us to keep the card number and date, security code, but I didn't receive my card, and they couldn't help me. This card is a birthday present from my boyfriend. Its been a few months, how can I ask him to give me the receipt of the card, this request is simply too unreasonable, but incomm company clearly promised me to provide me with a new replacement card, but now I have not received it, this is a disservice to consumption cheating
|
| 01/23/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
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Web |
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Total scam/fraud I received a XXXX gift card for my birthday as soon as I activated the card and tried to use, it showed that the card was already used by someone else. Called customer service and filled out a form from for Vanilla to get a reimbursement due to a faulty charge on the Vanilla card and it's been over 120 days. I contacted customer service and waited over an hour on hold. When I finally got to talk to a customer rep they could not understand me and I barely could understand them. When I try to look up my card online or check my balance the site states a system fault and to try back later. This happens every time. My card now is on hold and I can't place any charges on it or make any transactions. DO NOT buy this card. Highly recommend that you DO NOT buy this card. Really really bad customer service. Very POOR business on their part. I have lost the {$100.00} and guess I'll never get refunded. They have outright stole the money from me... There is nothing I can do about it.
There are so many additional complaints explaining the same thing : https : XXXX XXXX XXXX XXXX
|
| 07/29/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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Made purchase using XXXX XXXX prepaid visa card to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Californa XXXX. Control for sauna heater, the part was defective and never worked. Contact the XXXX XXXX about problem and they gave me a return authorized number.I paid to ship the part back. XXXX XXXX never refunded my my and made many calls and leave messages no return call. So disputed the invoice XXXX and confirmed with tracking they receive the part back. Disputed the claim with XXXX XXXX CARD Incomm Inc XXXX. XXXX XXXX XXXX Georga XXXX Certified mail. After a few months INCOMM Inc that XXXX XXXX INVOICE TOTAL XXXX NON REFUNDABLE {$27.00}, {$51.00} 30 % RESTOCKING FEE {$110.00} TOTAL AMOUNT DUE XXXX XXXX mail me a the balance on the card in check in roughly {$3.00} left Closed the account and said I had to deal the vender myself.After back and forth with prepaid Card XXXX XXXX XXXX XXXX XXXX still have no refund and XXXX XXXX closed the case. Not even the amount that was stated in the paper of refund from XXXX XXXX, XXXX out of the money to return shipping on the part.
|
| 08/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
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Received a {$500.00} Vanilla Gift Card from co-workers for my retirement. When I tried to use it, it is showing that no funds were ever added to the card. I contacted the issuer and they requested receipt information from when the card was purchased. That was provided to them as of XX/XX/XXXX and they have acknowledged receipt of the required documentation. They opened a case - number XXXX and told me a response would be provided within 30 business days, which would be XX/XX/XXXX. No response was received by XX/XX/XXXX so I contacted them on XX/XX/XXXX and they said it would be escalated and I would receive an email within 48 hours. No response so I called again on XX/XX/XXXX and was told the same thing, would be escalated and I would receive an email within 48 hours. No response so I called again on XX/XX/XXXX and was told the same thing - would be escalated and would receive an email within 48 hours. Still no response.
The card was issued by XXXX, XXXX, Member FDIC. They are part of XXXX in XXXX XXXX, XXXX. Card is distributed and serviced by InComm Financial Services , Inc .
|
| 05/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I first sent all documents with proof of my issue to Vanilla gift card on XX/XX/2023. The card was missing four digits and therefore could not be used. The card also did not work in stores when I attempted to slide it in a card reader multiple times. I first called requesting that Vanilla give me a full refund of the {$100.00} that is on the card, but they said that they could only send me a replacement card. I agreed to the replacement card, but it has been a lengthy process to actually get it. I've spoken to supervisors on at least three occasions and each time they have escalated my case to no avail except for one instance when I received an email on XX/XX/XXXX saying that my card was activated. This was frustrating because my card was not functional, so it being activated made no difference. I then called Vanilla again and spoke to a supervisor who said that my case was being escalated and that I should receive an email confirmation updating me on the replacement card in XXXX hours, but I never did. I finally called again today XX/XX/2023 and was told the exact same thing.
|
| 10/17/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2023, I purchased a Vanilla Giftcard in the amount of {$500.00}. When I went to use the card, it turned out to be a fraudulent card. I reached out to Vanillagift.com and was instructed to send over pictures of the card to the following email : XXXX.
It has been almost 4 months since I heard back from them and the case is still open, which is XXXX # XXXX I always check the gift card prior to purchasing, and outside of opening it in the store prior to paying, I wouldnt have known this was fraudulent. Also, the card has a hologram on it which the previous Gift cards do not have it. I often buy the Vanilla Gift cards and this is the first time Ive seen this hologram. Please see attached pictures of the following : A. Receipt and authorization note saying card is activated.
B. Gift card as it was when I opened.
C. Front of Gift card showing hologram.
D. Gift card showing the barcode separately as it fell off.
I highlighted the receipt authorization with the correct card number and also highlighted that same number from the card to show this transaction is valid.
|
| 01/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
XXXX XXXX I purchased a {$500.00} Gift Card from a local grocery store. I have the approved and authorization number showing the {$500.00} was added to the Vanilla Gift Card. After the XXXX XXXX XXXX XXXX XXXX XXXX tried to use the card and it was declined. I went to the Vanilla Gift Card website to check the balance and it kept giving me an invalid card number. I called the customer service phone number that is on the back of the card. Vanilla Gift Card customer service said someone else called concerning the account number that is on the card to be replaced. They supposedly lost the card. They gave me a case number and was informed I would receive an email from XXXX. It took 10 days for me to receive the email. I followed the directions in the email which I submitted front and back of gift card, the approved activation for {$500.00} and my drivers license. I have not heard back from them since I emailed them which has been at least 3 weeks ago. I called them today and was told it takes up to 90 days to hear back from them. Poor customer service. I just want my {$500.00}.
|
| 12/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have received a Visa gift card for {$200.00} from my friend which was purchased from a XXXX store on XX/XX/XXXX XXXX when I tried to use the gift card, the balance was XXXX XXXX Up on looking into the history of the transactions, the card was used by someone else on XX/XX/2022 at " XXXX XXXX XXXX ''. There were no visible signs that gift card was opened before. it was sealed when I opened the card. This is definitely part of a bigger scam where they know the card numbers and they were able to use it once the card was purchased. I've opened a dispute with the company Incomm Payments ( XXXX XXXX XXXX ) on XX/XX/2022 and the dispute got declined on XX/XX/2022 without providing any details. I've asked for reason for declining but couldn't get any details. Company should be able to verify how many times this card was checked for balance on their website, dates and IP addresses. they could easily find if a card was checked for balance before the activation date or not.
companies are not doing enough to protect the consumers from unauthorized gift card transactions and scams.
|
| 10/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Received a Vanilla gift card for {$100.00}. It wouldnt work when trying to make a purchase at the store ( XXXX ). I noticed the front of the card only contains the first 7 digits of the card number. The back of the card does not contain a security code, either.
When I contacted Vanilla customer service, they gave me a claim XXXX XXXXXXXX, but said I must submit the original packaging, the receipt, a color copy of my drivers license, and a copy of the gift card, front/back. I no longer have the packaging or receipt, however. The packaging was intact when I received it. The customer service operator said unless I provide all of these things, the issue could not be resolved. I asked to speak to a supervisor and was told they would just tell me the same thing.
When I researched this issue online, I noticed other Vanilla gift card recipients with the same exact issue, with one person filing this same type of claim with cfpb, which indicates to me this company has some sort of internal problem, perhaps during the manufacturing process?
Please help me resolve.
Thank you.
|
| 02/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
Received a gift card in the amount of {$100.00} on XX/XX/XXXX. Tried to use the card in XX/XX/XXXX. The balance was XXXX. I called Vanilla Visa Gift card at XXXX and was told the card was used in Illinois at a restaurant. I live in another state and have never been to Illinois. For starters, they had my first name wrong. I immediately corrected the rep and they asked me to send an e-mail to gift XXXX to correct my name which I did. This was on XX/XX/XXXX. I have called several times and today, XX/XX/XXXX, they told me I had to send a bill with my name and address to verify my first name. I have the card myself with all the necessary info so it wasn't that I lost or misplaced the card. Someone just got the number somehow. Each time I call I get the same story. It will take until XX/XX/XXXX to resolve. But today the rep said I needed to verify first name before they could start the investigation. I did nothing wrong and it's not my fault that someone didn't ask for proper ID when the number was being used since I have possession of the card. Any help will be appreciated.
|
| 03/23/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
We received three Vanilla Visa Gift Cards for XXXX in XX/XX/XXXX for {$100.00} each. All three gift card 's were invalid. Two of them had the numbers scratched off and no balance, and the third while it had the full number listed there was also a no balance. However, we have three receipts showing each card should have had a {$100.00} balance. I opened a dispute case as Vanilla requested on XX/XX/XXXX Case ID XXXX. At that time I submitted the dispute explaining all of this and providing copies of all three gift cards front and back and the receipts. Finally in XX/XX/XXXX, I received a replacement card ending in XXXX in the amount of {$190.00}. However, I have yet to be able to obtain a third replacement card for the {$100.00} or a response from Vanilla.gift. Since XX/XX/XXXX, I have sent emails to XXXX. on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and today XX/XX/XXXX, to which they continue to dodge my request of sending a replacement card for the {$100.00} that was on the third gift card.
|
| 12/05/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought a XXXX Visa Pre Paid card a couple months ago at the XXXX XXXX up XXXX XXXX from me I loaded {$20.00} to {$25.00} up on it as soon as I went to use it I was hit with invalid card information try another payment option or contact the issuer so I figured the card just wasn't activated I went to their website at XXXX and entered my card information where I was met with an error that said it was a system error and to try again later so I called the company and waited on hold for 2 hours just to be told by some lady that my card was locked and they needed a photo copy of my ID, Social Security Number, the pre-paid card that I purchased, and proof of address I think this is a little too much information for a Pre-Paid card company to have so I didn't give it to them Now when I call the number and try to get my balance or anything the operator says " This card is invalid '' or " There is a problem with this card '' I also still can't use the website. After doing some research, I saw that many people have also fallen for this scam and have had the same issues as me.
|
| 04/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Hi, this is a follow-up on XXXX XXXX. For context, Incomm Financial Services locked my visa gift card in XXXX and still havent provide any resolution. I received an email from InCommLossPrevention@incomm.com claiming my gift card has been activated and available for use. But when I tried to pay rent with the card, the payment was declined. They also replied in Case XXXX claiming A replacement card in the amount of {$500.00} was expedited via XXXX to the address provided in the complaint.. I havent received anything and my XXXX doesnt show any package coming my way. When I called them last week, I was told by the customer representative that it takes 4 business days for the card to be activated. When I called in today, I weas told that I need to wait for 24-48 business hours in order to get an update on the case. I was also told by a supervisor from Incomm Financial Services that the week of XXXX XXXX doesnt count as business days. At this point, this company looks like a fraud and the customer representatives keep gaslighting me but no resolution has been reached.
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| 12/16/2023 |
No |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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The gift card was purchased on XX/XX/2023 at a XXXX XXXX store in XXXX XXXX XXXXXXXX and was given to me on XX/XX/2023 ( I have the receipt of the card purchase ). I checked the balance the same day and it was XXXX. I called customer service and I was told that I should call back in 10 days, which I did and I was told that the balance was still XXXX and I have to file for a card dispute and i would get an answer in 45 to 90 days. I received an email on XX/XX/XXXX from the card company with a denial of returning the money on the card.
I checked the transaction that was made using all {$500.00} and found out that the transaction was made 3 days after I had already complained that the balance was already XXXX.
So, I got the card on XX/XX/XXXX, checked the balance on XX/XX/XXXX and found it XXXX, but someone used the card, to make a bet at XXXX XXXX, on XX/XX/XXXX.
I think this is an inside job, trying to rob people of their money.
How can the card be used on XX/XX/XXXX when it had XXXX money on the XXXX?!
Please help me get my money back!
Thank you, XXXX XXXX
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| 11/03/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
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OneVanilla VISA prepaid gift card Fraud Case # XXXX What you have put me through today is beyond unacceptable business practice. This is a felony case and I will pursue this to the fullest extent of the law. I will file complaints with XXXX and FTC. Furthermore, I have absolutely no trust in sending you my passport so you will accept the drivers license provided in attachments.
As directed by supervisor XXXX ID # XXXX attached you will find the following documents ; XXXX ( store # XXXX XXXX XXXX XXXX, XXXX, ILLINOIS ) receipt of the fraudulently sold previously activated OneVanilla prepaid Visa gift card purchase date today XX/XX/2021 time stamp XXXX Front & back pictures of the USED VISA card Front & back pictures of the package ( which was completely sealed ) My Illinois Drivers license picture ID with proof of address screenshots from OneVanilla.com proof of the VISA card ending XXXX was previously activated on XX/XX/2021 and a purchase from XXXX XXXX XXXX of {$190.00} dated XX/XX/2021 leaving a balance of {$1.00} on the card I just paid {$100.00} cash for
|
| 06/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
|
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I received a Visa Gift card on XX/XX/XXXX23 and once I opened it, a set of the numbers were missing and I was unable to use it. I contacted the company and was told I needed to provide the receipt. I was given the receipt by the person who gifted it to me on the same day and began calling the company back but since each rep puts me on hold and never returns and the call drops after hours of being on hold. Their website states they will issue a replacement and I was told that by the reps I spoke to as well but its as if their purposely leaving me on hold until I give up. The card was purchased for {$200.00} plus a service fee of {$6.00}. I can only assume that they don't want XXXX replace it because of the value? Each time before they put me on hold, I'm asked for the serial number but no-one ever returns. I have been on hold for exactly one hour and 27 minutes as I am filing the complaint on XX/XX/XXXX2023. The rep came on at exactly 35 minutes in and took my information. The same thing happened on XX/XX/XXXX2023 ( twice ), XX/XX/XXXX2023, and XX/XX/XXXX2023.
|
| 04/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
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|
Web |
Older American |
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Vanilla Gift Card, was not able to be used. Have tried to contact card holder using XXXX # on back, automated loops me around then sends me to customer service on hold with repeated recording for XXXX min first ( XXXX ) try, XXXX minutes other try ( XXXX ) tried another number on website, same process, same problem. No one picks up. Tried to look up information on line, states error try again later, attempted this method six times.
I used internet to try to track the issuer of this master card gift card it leads to Incomm Financial Services, tried their number it flipped me back to Vanilla Gift. This card should have XXXX on it. I can not get a history, can not get a balance and can not use the card.
I have the receipt where purchased, along with the activation information. I would like to have my money returned. If for some reason there was a scam or scimmer I would like to file a claim and have my money returned.
Perhaps you can reach someone who can assist. I will write a letter, but need to know if Incomm in XXXX is in fact the issuer for this card.
|
| 09/01/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
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|
Web |
|
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XXXX XXXX I received a vanilla gift card with the value of {$100.00} for a housewarming gift. When I open the card from the package, it was missing many numbers. I called vanilla gift card last week and told them of the issue. They proceeded to tell me that my card was damaged and they would send me a new one. Today XX/XX/2023. I received the replacement card in the mail with a XXXX balance, I called vanilla gift card and explained to them that the card that was sent to me had XXXX balance. She told me that the card had been used in XXXX. I proceeded to let her know that I have never used the card as it was missing numbers in the first place, I also mentioned to her that I have been looking on the Internet and there is a scam associated with vanilla gift cards, where they are selling cards with missing numbers in retail stores and manufacturers, keep the number so that they can later use them .I was never able to use my XXXX dollar vanilla gift card and I dont have the receipt as it was a gift. Vanilla gift card has not done anything to resolve this issue.
|
| 03/11/2022 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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|
Web |
|
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I had purchased two Vanilla Visa gift cards from XXXX supermarket as bridal shower gifts for my daughter-in-law and gave it to her on XX/XX/XXXX.
Later when she tried to use the cards she found out that there is only {$1.00} on each card.
She informed me about this issue and I called the XXXX which was on the back of the cards, I was told that the both cards have been used on XX/XX/XXXX in a XXXX XXXX XXXX.
I informed them that these charges are fraudulent and disputed the charges.
Their dispute department sent me an application to fill out and email back to them. I received an Email back saying that it will receive complete resolution within 45 to 90 days which is a ridiculously long time.
The Vanilla Gift card is not a reliable company, the scammers are either within their own company since they are the ones who know when a card is activated or they don't have the proper security to protect their customers.
After this incident I searched the reviews on these cards and found out that their rating is very low and this disputes happen very often.
|
| 09/15/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
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|
Web |
|
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I won a {$500.00} gift card from the NYS Lottery 2nd chance drawing last year. When I went to use it this Spring I checked to make sure it didn't need to be activated and it showed a balance of {$3.00} ( I never used the card at all ). I contacted Vanilla ( The issuer ) and they said they have to do an investigation and it would take " up to 90 days '' I submitted everything they asked for and I waited. We just passed the 90 day mark and I never heard anything from them so I called them. After being left on hold for OVER an hour ( Sorry for yelling ) I hung up and called back. The woman first said they didn't have an answer and then she said the balance is {$480.00}. ** because of service charges which were apparently charged while the card was locked up usage wise by them for their " investigation ''. I explained that the card says there will be a charge on the XXXX month after activity of which there wasn't any activity at all. So they charged fees that weren't proper especially since they had the card not activated during the " investigation ''.
|
| 07/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
|
|
OnXX/XX/2023, at XXXX XXXX XXXX. I loaded {$400.00} onto a Visa Vanilla Gift card, with the activations receipt included informing me that it was activated on XXXX end. I attempted for 20 minutes to activate and check the balance on their phone system and website. When I finally got through to customer service after 30 minutes, they informed me that my card was not activated correctly, but XXXX informed me that everything went smoothly on their end to activate the card. Vanilla could not manually activate my card and told me to send in my receipts and drivers license to make sure everything matched up. They also informed me it could take 30 days to receive any kind of answer or response from the company ( XXXX ) that handles these investigations. I bought this gift card in good faith that I would receive my money immediately after purchasing. I have attempted to contact my bank to see if they can issue a charge back, and submitted a complaint on the Better Business Bureau website. I am just looking to get this situation fixed and my money back.
|
| 08/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
|
|
On XX/XX/22 I bought a {$200.00} Vanilla Visa Gift card at a local XXXX + {$5.00} activation fee. I sent the card to the recipient. She informed me the 16 card number was incomplete. 5 of the 16 digits were wiped off. The package was not tampered with or opened incorrectly. Without the code the card can not be used and the electronic bar code demonstrates that the card is damaged and does not show the {$200.00} is on the card. On or about XX/XX/22 XXXX contact InComm Financial Services Inc at XXXX and spoke to a representative. I provide the information for replacement. The rep sent me the email address XXXX. I sent the required information, name address, copy of receipt, copy of damaged card, and my drivers license. The rep gave me the case number : Case # XXXX. I was told I would get an email reply confirming receipt and a new card.
I have email the company 3 times and can not get any reply, even telling them I am filing a complaint and still nothing.
XXXXXXXX XXXX, with license from Visa USA distributed by XXXXnComm Financial Services.
|
| 07/31/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
So I have been trying to use this XXXX prepaid Visa and it keeps declining it everywhere. XXXX can't link it to my XXXX pay, XXXX, or anything. I even tried buying a XXXX card with it, so I could complete my transaction, from XXXX XXXX onlineXXXX XXXX online, and XXXX and nobody is accepting it. It says the card is active and that there is more than enough money for it, but it keeps getting declined everywhere. I also have a XXXX master card that has been doing the same exact thing. I tried calling the company and all they told me was well at least it has money on it for a different purchase. When XXXX ) no I bought this card to make this purchase. And XXXX ) why the XXXX are these people allowed to sell cards that claim you can use it for online purchases when NOBODY will accept them. And I don't even think it is a matter of places accepting them, it has something to do on the card company 's end. So I have over XXXX dollars that I needed to be able to make my purchases and now I am screwed because nobody accepts the XXXX things. Help me.
|
| 06/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
My husband suffered catastrophic injuries in Fall of XXXX and his former Sunday XXXX class, mostly comprised of elderly and retirees, scraped together and sent us a XXXX XXXX card with a {$300.00} balance. We never used or opened the card all of these months. In XX/XX/XXXX, I opened the card to use at XXXX. The card was declined repeatedly. The XXXX employee told me to call the number on the back. I did and I could not speak to anyone but the call indicated that the card had a {$0.00} balance. I then opted to receive a list of transactions and all I heard were repetitive dates with {$5.00} transactions. Its impossible for anyone to have used the card or access the account because it remained sealed and in our physical possession the entire time. I have no idea and received no indication that XXXX XXXX would drain this account in {$5.00} increments. In fact, the opposite is factual : the outside printing indicated the card would expire in XX/XX/XXXX and there was a {$4.00} fee that our Sunday XXXX members paid in addition to the {$300.00}.
|
| 10/09/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Received sealed Vanilla XXXX Visa Gift Card as gift. Recently opened sealed gift card for use and found that is was rejected, so I checked balance and saw that the card had already been activated a year before funds were loaded, XX/XX/XXXX, even though it was in sealed package. My gifter loaded {$250.00} onto card on XX/XX/XXXX, someone monitored that card and saw it was loaded and then used the entire balance the next day, XX/XX/XXXX. According to Vanilla XXXX, their gift cards can not be reloaded and newly funded cards can not be use until after 24 hrs. If their controls had been in place, this would have prevented the fraud from occurring. It seems odd that a sealed card that was activated a year before it was loaded would be quickly monitored and funds withdrawn the next day after it was loaded. I would not be surprised, if this was some highly organized scheme within Incomm, since I have found numerous issues reported by other consumers of funds withdrawn from these same gift cards after they were loaded and not action from Incomm.
|
| 09/11/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I purchased several XXXX prepaid XXXX gift cards from XXXX 's XXXX. Later that day I discovered I lost a card. I called the card customer service number ( XXXX XXXX ). At that time the representative issued a case number and asked me to send copies of the receipt and my driver 's license. I sent the requested information that day. The representative told me they would cancel the lost card and send me a replacement card.
On XX/XX/XXXX, I discovered that I had the lost card that I originally reported as lost, but I had actually lost a different card. Again, I called customer service. They issued another case number and requested I send them a copy of the receipt and my driver 's license. I did that.
I have called several times since I reported the lost cards, since I have not received them. Their customer service personnel have been unable to cancel the cards that were mailed to me or mail replacement cards.
Each card had {$500.00} loaded to them. Again, there are two cards at issue.
The case numbers : XXXX and XXXX
|
| 06/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a {$500.00} Vanilla Visa gift card from a grocery store on XX/XX/XXXX, within 24 hours, a fraudulent charge of {$440.00} was charged on the gift card. It was used in a store in another city. I called the company ( Incomm Financial Services ) on XX/XX/XXXX and got a case number : XXXX. After I submitted all the required form to XXXX I was told to wait 45-90 days.
The only communication I received for my case so far is below on XX/XX/XXXX after I inquired about a case update on XX/XX/XXXX " Please be advised that disputes are worked in the order they are received. You should expect complete resolution within 90 days from received date ( XX/XX/XXXX ), however, most are resolved before then ''.
They do not see to care about the inconvenience they caused to consumers. I do not believe the card packaging was tampered with when I bought it. This looks most likely as an insider job due to their failure to protect their backend system.
It has been 2.5 months and I do not have any update on my case which is very frustrating.
|
| 08/23/2017 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
Back onXX/XX/XXXX six transactions in the amounts of {$69.00}, XXXX, XXXX, XXXX, XXXX, and XXXX were supposed to be disputed from XXXX due to me not receiving the merchandise. As a result, the representative informed me after receiving the other dispute forms for the transactions XXXX, and XXXX that i have nothing to worry about the other 6 disputes was taken care of. as a result 5 months later after constantly calling XXXX XXXX and the merchant XXXX i never received my refund or my merchandise i spoke with someone on XX/XX/XXXX by the name of XXXX who was a supervisor who made the horrible comment of " it 's nothing we can do about these other disputes because it is out of the 60 day time frame ''! I stated to XXXX how dare you put the blame on the customer because of the employee mistake because i specifically told the representative about the other 6 disputes so clearly it is not my fault. let alone i included the other 6 disputes on the second dispute form that they 've received and still stated that they 've never received it.
|
| 01/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
daughter paid for this card to help me pay doctor bills, she put {$420.00} on it at XXXX. They told her it would take a few days for the money to be loaded. I tried to use the card on XX/XX/XXXX and found there were no funds. On XX/XX/XXXX there was a charge to XXXX in arkansas for the full amount. I live in nevada, I did not authorize. Contacted XXXX on the internet and they said there was no charge to my card number. Contacted the number on the card and spoke to XXXX on XX/XX/XXXX at XXXX. I was told it would take 10 business days to resolve and to get my money back. I was given case Id and email of XXXX to find out how " investigation '' is going. I have emailed them 3 times, no response. Again I called the number on the card and spoke to XXXX who now tells me that is will take XXXX to XXXX for the " investigation '' to find out XXXX did not make the charge that i was able to find out in minutes. Something is definitely wrong with this. I am XXXX and I need this money for doctor bills. How can they just take my money like this?
|
| 05/24/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I work in XXXX XXXX XXXX. Often, landlord 's buy gift cards and give them to agents as an incentive to tour buildings, vacant spaces. They give us the gift cards, and we can use the funds to buy groceries, gas, etc.
I toured a building and the landlord provided me a {$50.00} gift card through VanillaGift.com. The card does not work, it will not allow me to make purchases. I called customer service, they requested digital copies of my Drivers License. I felt uncomfortable with providing this information as I received the card as a gift.
I requested my call to be elevated to a supervisor. Once on the line with the supervisor I explained the situations. During our call he randomly said I can not hear you, multiple times I told him I could hear him just fine. He said he could not hear me an hung up.
Here is the company info : # XXXX Ref # XXXX I believe this company is selling gift cards and then making the use of the cards unreasonable on consumers, effectively keeping their money by making it too hard for the consumers to use.
|
| 04/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I thought I was talking to Vanillagift.com, but it was a scam to sign me up with their company called XXXX, Savings now and later and Moinitor Protect ID, they took my card number, name, email, address, phone and birthday all the while saying they were going to help me with my vanilla gift card. I found this phone number online after seaching for check your balance on vanillagift.com. It was not the card company, it was a scam. They also said they were going to charge me XXXX for their services for these 3 companies.
Twice i got disconnected and had to call back, the third time the women who answered the phone said she could help me with my XXXX, which I do not have, so that was fishy too. After I hung up with them and actually talked to vanillagift, there were charges at a dry cleaners in XXXX XXXX California and I live in Illinois. So my card has now been blocked I have to wait for charges to be reversed and get a replacement card from vanilla.
The company that claims it is XXXX XXXX XXXX XXXX now and later XXXX XXXX XXXX
|
| 04/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased a {$50.00} XXXX XXXX XXXX for a relative on XX/XX/2021, when the relative went to use the card he was told that there was no balance left in the card. He ended up calling the Vanilla card company and was told that the card had been used at a XXXX store in XXXX Texas. The relative lives in XXXX CA. He gave me back the card I ended up giving him the cash and told me him that I deal with Vanilla company. I contacted the Vanilla card company they sent me an email with information to be completed which I did and sent it back to them via email on XX/XX/2021. I was told that it will take anywhere from 45 to 90 days for resolution. On XXXX XXXX I contact the Vanilla card and was told that it was still under investigation. Every time I call they say to call back in 48 to 72 hours. When I call back they always give me the runaround, I read all the complaints against them and very surprised that his company is not under investigation. Many people have lost their money. I'm a senior citizen and this is money that I don't have.
|
| 05/17/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a XXXX prepaidi visa card on XX/XX/19 from the local XXXX XXXX, later in the day i open the package containing the card then i logged into their website and verified that the {$220.00} i had just put on the card was there.
Aproximately an hour or so later i logged back into the site again and it showed a charge for {$220.00} and now a 0 balanced and i had not tried to use the card yet.I contacted XXXX visa and they said they would open a case and block the transaction and then provide me with a refund.
After doing some research online i see various reports of card being purchased and shortly there after people finding that the money has been completely removed from their recently purchased cards, i also read one ariticle how cards sold in the store are having the packages opened and card numbers writtien down and cvs codes, and then the packages are being resealed with glue gun and showing no signs of every being opened, and unsuspecting consumers purchase this cards and later find out funds have been stolen.
|
| 11/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a gift card with a balance of {$100.00} and I verified the balance as soon as I got it, once I tried to use it it was declined, when I check the balance online it said it was used online for the entire amount. I opened a dispute on XX/XX/22 and sent the dispute package on XX/XX/22, via fax and at least 10 more times via email, however after calling several times to inquiry about the status, they are stating they are still waiting for the documents and closed my case. I called several times and spoke with numerous os representatives overseas that hung up on me or said I have to wait 14 more days.
This people are stealing the money and they are not doing anything to recover the funds.
I spent over 2-3 hours on the phone every time I call for nothing. They stated I cant talk directly with the dispute department neither with a supervisor.
Please, is there any way I can recover the funds? This company has the visa logo and they are not doing anything to stop fraudsters or to recover the funds for the real clients.
|
| 03/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
We were given a Vanilla brand Gift card with {$500.00} on it. I activated it on the XX/XX/XXXX. We attempted to use on the XXXX of XX/XX/XXXX, and discovered it did not work. I checked the balance and found that XXXX charges on the XX/XX/XXXX XXXX for {$300.00} and XXXX for {$200.00} to XXXX XXXX # XXXX at XXXX and XXXX. I called Incomm the card issuing company on the XX/XX/XXXX. They said they would investigate. I discovered an email request for a written request form. I submitted it on XX/XX/XXXX. They replied with an acknowledgement on XX/XX/XXXX stating they had received it and would resolve it in XXXX days or less. They have not responded via the email address they gave me to use to communicate with them. XXXX emails sent on XX/XX/XXXX, XX/XX/XXXX and again today on XX/XX/XXXX. I called them on XX/XX/XXXX and XX/XX/XXXX, they have not provided me with a resolution and stated that I should call back in XXXX to XXXX hours. They are delaying and not responding to this fraud on their card. Is this endemic to this company?
|
| 11/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
I was given a Vanilla gift card for {$100.00} in XXXX of XXXX. The card number was unreadable, so I contacted by phone the phone number provided on the card. They provided me with a case number of XXXX. I sent them all the documents requested and was told that it would be looked into. I called three times for status and finally on XX/XX/XXXX I was told that it would take another 30 days to issue a replacement card. On XX/XX/XXXX I received the replacement card with a " XXXX '' balance. I called to activate the card and check why it showed the " XXXX '' balance. I was told that I needed to start all over again and resend the same documents I had already sent. I then contacted XXXX via their chat line and explained all that has occurred and was given lots of " I am sorry for all this you are going through etc. " This conversation went on three times and finally I was told to contact CFPB. All I want them to do is send me a new gift card with the balance of {$100.00}. They have all the information they need to do so. Thanks.
|
| 04/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/XXXX I purchased 10 {$100.00} MasterCard PrePaid cards at XXXX. I was scammed and they used all 10 cards at a company called XXXX. As soon as I realized it was a scam I called the number on the back of the card and reported the fraud. The agent took the information on all 10 cards and told me it was being submitted to the claims department. I received an electronic document to sign to acknowledge the fraud and it listed only 1 card for {$100.00}, I signed the document and immediately sent the company an email asking about the other 9, I also called and was told the other 9 were part of the case. The email response I got back was they were working on the case. I just received ONE replacement card for {$100.00} and was told the case was closed. I've tried calling multiple times this week and have spent up to 30 minutes waiting on hold with no one answering. I've also sent emails with no response. I have no other way to contact them to resolve this.
I've been calling XXXX and emailing XXXX My dispute case # is XXXX
|
| 11/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I received a Vanilla Visa credit card in the amount of {$500.00} as a gift from coworkers. The package did not appear to have been tampered with ( it was intact and the card secure in the package ). When I attempted to use the card in a retail store & at a a restaurant ( XXXX and XXXX ) I received error messages, unable to process. On closer inspection, I realized there are no numbers on the front of the card other than the expiration date, and no XXXX number on the back of the card. The card is unusable. It appears that the numbers may have been rubbed off, or never applied to the card, in either case the defect would have to have occurred prior to the package being sealed.
I called the customer service number on the back of the card : XXXX, & was informed they can only assist me if the original purchase receipt can be submitted with my complaint. I provided the receipt and the customer service agent did verify that the card has a balance of {$500.00}. I inquired if they could issue a replacement card but they will not.
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| 08/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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Re : Case number : XXXX I purchased two Vanilla Visa Prepaid Card in the amount of {$500.00} each on XXXX I could not registered the aforementioned prepaid cards because the numbers were scratched off of both cards. I immediately called the number provided on the card ( XXXX ) and had the cards frozen. I was informed by a customer service representative that the card was inactivated due to them freezing it due to it being compromise. I was asked to email pictures of the cards front and back, my personal ID and the receipt to XXXX which I did right away. Called on : XXXX was told 30 days from email Called on : XXXX case is still ongoing expect info on XXXX XXXX XXXX Called XX/XX/XXXX told not resolved and to call back in XXXX hours and it will be determined because XXXX was Escalating the case Called on XX/XX/XXXX spoke with XXXX will be getting card within 7-10 business days, so by XX/XX/XXXX. Two Cards will be in the amount of {$500.00}. It will come to my home address. It is now XX/XX/XXXX and no cards have arrived.
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| 06/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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I received a prepaid gift card from a family member as a gift on XX/XX/2023. It was purchased in XXXX XXXX I believe on that day.
After about a week I attempted to use the card and it was declined. I found after checking the balance that all the funds ( {$200.00} ) were fraudulently spent on the card before I even removed it from the packaging. There were two transactions on the card draining all {$200.00} before I even tried to use it the first time.
I read the terms and conditions with the card and followed their instructions to report the fraud and file a claim to recover the funds.
After receiving a case number from the representative, I sent the case number and details to the email they instructed.
I was told I would receive an update in 7-10 days on XX/XX/2023.
I followed up two more times and have not received any response at all. It has been nearly three months and I have not been contacted at all.
The card company will not respond to me and I have no status. It seems they are ignoring me on purpose.
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| 09/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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I received a Visa Vanilla gift card for XXXX XXXX in the amount of XXXX. I registered it in XXXX on their website so I could use it for a vacation that was coming up. Tried to use it for cabin rental on XX/XX/XXXX and it was rejected. I called the number on the back of the card to find there was only XXXX cents left on the card, and that the charges to this card started in XXXX as soon as it was registered. XX/XX/XXXX XXXX, XXXX XXXX and XXXX, XX/XX/XXXX cents, XXXX and XXXX cents. I filed a complaint with the company on XX/XX/XXXX. I have not received any kind of notification from them at this time. This card has never left my house!! When I checked the reviews on this company and their card they were awful. People are having the same problem that I am. I feel they are fraudulent. I am so upset about this. I don't think I will ever hear back from this company and it is just my loss. They said it could be 45-90 days before a decision could be made, and since it is like a debt card possible nothing will be done.
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| 08/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased XXXX gift cards on XX/XX/2023 worth {$500.00} each ( total {$2000.00} ). I went to go use the cards the same day and the magnetic strip would not work. After we gave the card to cashier to type the card number, they noticed that one number was scratched off the card. I then checked the rest, and they were all tampered with. I immediately contacted Incomm the same day and they gave me the information to submit a claim. I then submitted a claim online and I got an email reply stating that lost or stolen cards would be replaced within 30 days. I have called several times to get an update on the status of my claim but kept getting the run around and that it would be up to XXXX business days. I called today on XXXX which is more than 30 business days, and they still didn't have any information. I asked to speak with a supervisor, but I was just put on a long hold with no response. My claim number with Incomm is XXXX. I would like a refund of my purchase or my cards to be replaced immediately. Thank you.
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| 10/09/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
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Web |
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I received a reward credit card from XXXX. The amount was {$10.00}. The expiration date on the card is XX/XX/XXXX. I didnt use the card for a year and when I tried to use it the card was denied because it didnt have a balance. When I called XXXX XXXX Reloadable Card # XXXX also registered in NY by the name of InComm Financial Services, they informed me that they have f charged me {$10.00} because I had not used the card although the expiration date is XX/XX/XXXX. I have the original reward letter from XXXX and nowhere on the letter or on the card does it state there are fees if you dont use the card before the expiration date. I realize {$10.00} is a small amount but this practice should not be allowed to continue. A card is valid until it expires like any other contractual agreement. One should not be penalized while a contract is still valid. I want my {$10.00} returned and further this is an example of extraordinary extortion by a credit card issuer which apparently they feel they can arbitrarily enforce.
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| 06/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX my son purchased a {$50.00} vanilla gift card to buy games on his XXXX XXXX. When trying to enter the payment information there was no associated zip code.
After speaking with customer service who confirmed that they don't assign zip codes they agreed to send a refund.
Several days later my son checked the balance on their website and it was zero. He was expecting to see refund in the transaction line, but the card was used for an online purchase at approximately XXXX AM on XX/XX/XXXX.
After speaking with customer service and their fraud department an email was supposed to be sent with a claim form for the refund.
I have now called 3 more times and still haven't received the email.
I believe that the first representative who had full access to the account used it for an online purchase and at this point others are covering for her.
All I want is for my son to be refunded the money that he worked for to buy this card. At 13 he works hard and doesn't deserve to be ripped off like this.
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| 11/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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My son purchased XXXX Vanilla Visa prepaid cards for {$25.00} each, XXXX for me and XXXX for my wife.. wifes card wont work in stores tried XXXX times, the other card the company says it was charged by XXXX XXXX and now has a balance of XXXX. Called the company waited XXXX hour the first time for them to answer, they did nothing said call back in XXXX days. called again yesterday waited XXXX minutes, they will not replace the cards. Ive tried their website number of times and logged in too and says cards are nonexistent or error it says, XXXX day my card had a XXXX balance the next XXXX, my wife can not get her card to work at stores. This company should be put out of business because of the complaints they have i see online they take peoples money. i called visa today and they called and hooked me up with vanilla gift card and waited another XXXX minutes and got no answer. Vanilla gift cards are a scam for sure..hope you can help with this! thanks i called Vanilla on XXXX and XXXX and today the XXXX.
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| 07/19/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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Purchased {$200.00} worth Gift Card from XXXX physical store on XXXX XXXX. This is a VanillaGift Visa card. We activated this in their website as per the instructions found on vanillagift.com. Site showed {$200.00} balance. Right from the 1st use, the card got declined. Tried in other retail locations. Never worked. We called the XXXX number. They asked use to send our Drivers License picture and Gift Card picture and the Receipt for the purchase of the card. We promptly sent that on XXXX XXXX. Called today and they say they haven't received the email. We know that is not true. We didn't get any emails that typically comes if the email is not sent. They are now asking us to send the same info and call after 10 business days. We know that this is a delay tactic to hold onto our {$200.00} or to deny eventually. Because, what kind of consumer finance company will not receive an email sent to them exactly following their instructions.
The case number is XXXX. Company is Vanillagift.com owned by Incomm
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| 10/18/2021 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
Older American, Servicemember |
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Statements read prior to purchasing XXXX gift card provided instruction on recovering for lost or stolen card purchased at XXXX on XX/XX/2021 ( my birthday ) so I would be able to charge for gasoline etc. instead of using cash traveling from XXXX XXXX to XXXX. As I was exiting XXXX after purchasing this card with my debit card, I had taken it out of the bag and put it into my pants pocket. I noticed when I got to my card, I could not find it. I went back to the Car Repairman where my car was and asked. This is when I was told that one of the service repairman was going to inquire at XXXX Customer Service ( since I had already called and received no response ).
I called, emailed, and faxed ( XXXX ) information in reference to given Case # XXXX several times. Ultimately, the receipt from XXXX and records requested was submitted and several calls made with contradiction of written advertisement about refunds if lost or stolen. I will provide more pertinent documents and information upon request.
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| 12/23/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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On XX/XX/21 I lost my prepaid debit card. I last used my card the day before XX/XX/21 at XXXX XXXX XXXX XXXX. When I realized I lost my card on XX/XX/21 that evening when I arrived home, I immediately called for a replacement card. I was then informed by customer service that several transactions had taken place while my card was lost. The list is : XXXX XXXX XXXX {$710.00} XXXX XXXX XXXX {$730.00} XXXX XXXX XXXX {$730.00} XXXX XXXX XXXX {$280.00} XXXX {$26.00} XXXX {$75.00} I was told I must wait until the transactions posted to my account before filing a dispute. I filed on XX/XX/21. Approximately 2 weeks later my dispute was denied. I have since then made several calls and written several letters to appeal their decision. I also asked for the documentation they used to determine their decision. Ive gotten no answers nor help in resolving this issue. I did not authorize any of the transactions listed above, I need my money to be refunded to my account.Will you please help me. Thank you.
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| 10/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Older American |
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XXXX Purchased a {$500.00} Visa Vanilla Card from Local XXXX Located in XXXX Oregon. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Card never worked at multiple locations, group returned and i started the process to inquire why on XX/XX/XXXX, their response was that it was not activated at the store and to upload receipts and my matching identification. Emailed all requested documents XXXX and XXXX when I did not receive any update. Received email XXXX .saying card was reactivated but when checked the balance was XXXX Called back 3 times and told to wait 48hrs for a response, never happened. XXXX asked for supervisor was told case was escalated and wait another 48 hours. Called back XXXX and was told no change case was still escalated. Called XXXX told time had expired on the escalation and had to be reopened and told they would respond with a phone call, never happened. Called XXXX said there was no action asked for supervisor, call transferred and supervisor never picked up.
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| 10/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased a vanilla prepaid Visa card at XXXX because I needed a card until my bank could mail me my new debit card. I paid {$4.00} for the card and put {$300.00}. On the card at XXXX. I tried to use the card multiple times only to find out it was frozen every time I had to call the XXXX number and wait on hold for no less that XXXX minutes each time once at a gas station the clerk actually let me borrow money to get back home humiliating! I finally got a hold of someone that basically told that if I didnt like it that they would change the card as compromised and it would be XXXX XXXX until they finished the investigation I hung up and today after over a XXXX on the phone Im told my card has been canceled and they will send me a new card in the mail after XXXX XXXX I have no idea how they can be in business still. I needed to pay a utility bill and I cant now this is unacceptable I have a child with special needs that needs the electric on and I have never been treated so rudely before.
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| 09/21/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XXXX I loaded {$60.00} on a XXXX prepaid debit card to pay my phone bill. I asked the cashier at XXXX before I did that if it would be ok to put it on my old card since I hadn't activated the new one yet. And she said that would be fine, she took the cash and swiped the card and the transaction went through. She gave me 2 receipts and I went to pay my bill and it got declined. I went back in the XXXX and told her it didn't load she said well maybe you should activate your new card and then it will be on that one. So I did this, and still nothing happened. Then I asked to speak to a manager and she said " you just got ripped off '' and that they couldn't help me. I called the XXXX card and finally got someone and told them what happened and they said they do not see where the transaction came through and that they couldn't put the money on the card nor refund my {$60.00}. Hopefully you can help me get this resolved soon because my phone bill isn't paid in full and I need this please.
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| 09/01/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
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Web |
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Incomm Vanilla Visa 's customer service agent XXXX, employee number XXXX, blocked my replacement gift card without my consent. I called in today, XX/XX/XXXX, to check on the status of my replacement card because I was quoted a seven to 10 business day delivery time frame for the replacement card. Today is the 11th business day. All I wanted her to do was check on the delivery status, but she went ahead and blocked/canceled the replacement card without my authorization. Now I am out XXXX USD for an additional two weeks and, in total, this makes it one whole month of waiting. Incomm owes me a {$500.00} Vanilla Visa gift card because I was initially sold a non-working card. This card did not work when swiped at any register. This is totally unacceptable, unprofessional and highly unethical to make me wait an extra two weeks for Incomm 's employee 's mistake. Incomm needs to train their employees much better. Customer service is extremely terrible and there is no way to speak to a manager.
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| 10/04/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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In XX/XX/2023, I received XXXX gift cards as a gift, which were not properly activated at time of purchase. I called the customer service and they gave me instructions to send in documentation so they could activate the cards.
In early XXXX, XXXX, I submitted all the documentation required for them to review this issue and to activate the cards.
In XXXX, I received an e-mail from the companay stating that the cards had been activated. However, when I try to use them I am told they are not activated.
And, when I try to check the balance of the cards on mybalancenow.com I get a " system error '' message.
I have now called the customer service number more than 6 times since XXXX. Each time they look up the case number tell me that they will elevate this request so that this will be fixed in XXXX hours, and each time nothing is done.
I have now had {$400.00} in useable gist cards for 4 months, and its clear to me that this will not be handle properly or promptly by the company.
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| 04/10/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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On XX/XX/ I purchased a vanilla visa gift card but that barcode on the back on the card was missing. I called the number on the card to see if I could still use it and they told me that they would have to send me a replacement card. I was told it would take 3-7 business days to receive it. I called back after 7 business days and was told that it actually takes 7-10 business days to get the card. I called back after 10 business days and was told that my card was mailed on XX/XX/XXXX and that I should receive it between 7-10 business days. I never received so on Friday XX/XX/2023 I called back to see why I haven't received my card. I was told to give them 24-48 hours and if I still didn't have it to call back. I'm currently on hold with the card company after being told that my case wasn't processed until XX/XX/XXXX and that it'd be 30 more days before I receive my card. I'm sending that card with my daughter on vacation. I don't have 30 more days to wait and now I'm out of {$100.00}.
|
| 04/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
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Web |
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I'm XXXX, I have a gift card that I can't uesd. I called to report my card on XX/XX/XXXX, the customer service gave me a case number : XXXX, on XX/XX/XXXX I followed their request, subjected my name and case number, And uploaded my card, receipt, and my driver 's license, sent to this email address : XXXX, but no one responded to me, I sent again on XX/XX/XXXX and XX/XX/XXXX, still no reply me, I have called them 3 times. On XX/XX/XXXX they said they didn't receive it, I uploaded a few more times, called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and told me to call back again in 24-48 hours to them, I have to wait 30-40 minutes each time to get in the phone but nothing can help me, still let me upload again or wait again, I called 3 times in this month, uploaded 6 times of documents, but no one replied to me, still said that they could not receive my documents, it isn't my problem, they couldn't receive my documents, but my money can't be used in the card, please help me to solve.
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| 12/22/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased a One Vanilla prepaid card from XXXX on XX/XX/2020 in the amount of {$65.00}. I tried using the card but it did not work. I went back to XXXX to make a complaint but I was told once they sell the card they have nothing to do with it working or not. I was referred to the company one vanilla. I called one vanilla on XXXXXX/XX/2020 to make a complaint and was asked to submit the original receipt and my picture ID and they would resolved the issue in 1-3 days. Case number XXXX. After submitting the documents I called back and was told to wait another 1-3 days. This went on for about two weeks, each time I call I get told to wait 1-3 days. I called again on XX/XX/XXXX and was told it would take 10 business days from XX/XX/XXXX which is XX/XX/XXXX. I called back today XX/XX/XXXX and was told it would take 1- 10 days from today. The company one vanilla seems to be ran by a company called incomm and so far they have refused to refund my money or provide a replacement card.
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| 04/28/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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Since XXXX of 2020, my company has received calls every few months about purchases made on prepaid mastercards and visa cards in the name of our company. We are a digital marketing agency and have no way of charging consumer credit cards and have not received funds of any of these mentioned debits, but someone seems to be using our company name in their prepaid debit card scam. The amounts have varied, as have the locations of the prepaid card holders. Many seemed to have purchased the prepaid debit cards at their local grocery store ( XXXX is one that has been mentioned several times ). Since we are not actually processing the charges, someone is just using our companies name on these transactions, we are unable to refund the prepaid card users. We have called our local police precinct, but they are unable to help us, as the financial loss is not ours and thus in their eyes no crime has been committed. We have also called the credit/debit card companies to report this fraud.
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| 07/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
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Web |
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I bought a temporary XXXX XXXX XXXX XXXX XXXX debit card from XXXX on XXXX, paying {$500.00}. However, the debit card that the XXXX associate handed me was the wrong card. They kept the actual card that got activated. Therefore, I requested and was promised a refund from InComm when I called and filed a case about it. InComm ignored my initial request on XX/XX/2023, so I filed another case XXXX XXXX on XXXX with XXXX, and submitted documentation. Nothing happened. I called InComm on XXXX and spoke with XXXX. XXXX said that the back office team issued a refund check in XXXX. I never received a refund check. XXXX escalated the case and promised a response by e-mail in two business days. I never got an e-mail. I called again on XXXX and spoke with XXXX. He said I would get an e-mail. I never got an e-mail. I called again on XXXX with XXXX. She said " a team '' would look into it and see what actually happened. I did not get any follow-up and still have not received my refund.
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| 03/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
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I received 2 debit/gift cards for XXXX. One for {$50.00} and a second card for {$25.00}. When I tried to use them there was no balance on them. They were purchased at XXXX on XX/XX/2022. The issuer is Vanilla, Vanillagift.com, Cards are issued by XXXX, XXXX. Pursuant to license by XXXX XXXX. XXXX is distributed by XXXX XXXX XXXX XXXX. The contact phone number on the cards is XXXX cards are numbered XXXX, and XXXX. I retrieved all the information requested by XXXX and e-mailed it to them. I have called them 4 or 5 times. They keep jerking me around every time. They say we will e-mail with either new cards or that the cards will be supplied with the proper amount of money. Every time I call I get a different story, and a new promise to hear from them in a day or two via e-mail. I have wasted nearly 5 hours of my time with these thieves on the phone. This is not a business it's a robbery scam. I can't call them any more, I won't waste any more of my time waiting on the phone.
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| 10/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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I purchased a Vanilla Gift Card yesterday ( XXXX ) for {$70.00} ( +the activation fee ) from XXXX ( XXXX # XXXX XXXX. I opened the card to use for payment and I noticed that some numbers were missing. The XXXX code is also missing. I thought I might just use it in store and swipe it, but the magnetic stripe is damaged with glue or some other substance.
I have called the numbers on the card several times and could not get a human and the electronic options ask for card number- which I can not provide.
I was in a hurry ( went to a different XXXXXXXX XXXX ) purchased another Gift card, that does have the numbers, but each time I try to use it I get a XXXX error code and they will not accept it.
I would have welcomed the opportunity to resolve this with Vanilla directly, but did not hear a damaged card option to select on the phone nor see a damaged card option on their website ( where you check balances ) to select to upload the pics of the damaged card and receipt.
|
| 08/01/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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I went in to XXXX to purchase a XXXX time use vanilla visa gift card on XX/XX/2023. Upon paying for the gift card and opening it, there were multiple numbers scratched off the card including the security code on the back. The magnetic stripe was also XXXX. I paid for a {$420.00} card as well as a {$5.00} fee to load it. Upon informing the store they told me they can not do anything and I am out {$420.00}. I have called vanilla visa aka incomm who will not help me. I have contacted XXXX corporate office as well as the local store where it was purchased. They will not refund me nor will they exchange it for a working card. It seems as if an employee tampered with the package and waited for it to be loaded to have the numbers to use for themselves. They employee who sold it to me explained he has never seen anything like that before and the card was useless even though I spent {$420.00} and that XXXX has stolen my money or the person who tampered with it has the funds now
|
| 05/31/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Web |
|
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX , GA XXXX XXXX : reference number XXXX Dear Customer Care, My XXXX year old son XXXX XXXX purchased one of your reloadable prepaid cards from a XXXX gas station on XXXX XXXX , 2017 around XXXX . He spent {$110.00} cash. There was difficulty registering the card and XXXX subsequently emailed to XXXX XXXX XXXX a wide variety of personal identification and a copy of his registration attempt. Even after all of this effort he was unable to activate and use the account. XXXX was unable to provide a cash receipt for the purchase when we requested the receipt. We are feeling a little bit ripped off here and are contacting th e Consumer Finance Protection Bureau to try to help get this card activated. Copies of the card ( front and back ) and registration are attached. The card number is : XXXX Please contact me at XXXX to let me know how best to activate our card or refund the purchase price.
|
| 08/25/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Hi, I was given 2 gift cards from XXXX Visa for a total of {$750.00} Ok & as soon as I tried to use it the money was gone. Whats most concerning is the amount of exact same issues are HUGE!! Claims of fraud all over the internet. I called them several times and they just said I had to dispute it with the companies where the fraudulent activity occurred. That is ridiculous because the company is not going to just give me money because I say I was robbed.
I contacted them I contacted Visa and I contacted the issuing bank and nobody could help me.
This is crazy that somebody can take my money and nobody will help me. Whats even crazier is how many people they have done this too. Somebody is making a lot of money. I am concerned that this is happening from the company and they are making a ton of money of stealing from people. Please help me or please tell me who can help me. I hope that somebody can help me but most of all I hope somebody investigate this company.
|
| 08/25/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
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I received a Visa gift card from Vanilla Gift Cards. It was purchased at a local XXXX in XXXX XXXX, CA. This gift card was given to me with a {$100.00} balance.
Upon opening the gift card, I noticed the second set of 4 digits were missing. So I was unable to check the balance or activate the card on VanillaGiftXXXX, due to having an incomplete 16-digit card number to enter. The card is also missing the security code on the back.
I attempted to contact Vanilla multiple times, online, over the phone and it's impossible to get a hold of a representative to assist me in replacing the defective card.
My last attempt was to try to use the card in-store without activating it, usually, some cards will allow you to activate them with your first purchase. It just gave an error and didn't allow the purchase to go through.
I confirmed with the person who gave me the gift card and they had the receipt to confirm that the {$100.00} was paid and put into the gift card.
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| 09/10/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XX/XX/2021 I downloaded the prepaid serve app from my XXXX play store. When I downloaded the serve mobile app it prompted me to accept an End User License agreement. The XXXX was not from XXXX XXXX serve. The companies listed Was Incomm Financial Services Inc and Interactive Communication international Inc which is associated with XXXX and bradstreet in which is the company that was used for inside trading with XXXX and to transfer and convert my former employer XXXX common stock. Basically the XXXX is unethical deceptive and unfair. Also inorder for the thieves to conseal the deceptive practices fraudulent transaction is to control it. What I mean by that is individuals group business and or government entity to get a financial licenses and offer financial services to keep it a secret or alleging I made fraudulent transactions in which i did not do.Also to make a claim and collect the refund for the same transaction that they made fraudulently in my name.
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| 10/15/2023 |
No |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX at XXXX XXXX I purchased a Vanilla gift card at XXXX in the amount of {$140.00} store location XXXX XXXX XXXX XXXX CA XXXX when I opened the gift card package the numbers in front of the vanilla gift card only had seven visible numbers. The rest had a white painted strip over them which you could not see the numbers. I also tried using the card at three different locations and all three times it said card error. Afterwards I contacted the company and I told them I just purchased this grift card a few minutes ago and was not working nor was I able to check my gift card amount since the numbers were painted. The company said if I wanted to file a complaint they would need my personal information including my full address and a picture of my drivers license and that it would take about 30 to 45 to receive an email. This is not good customer service as I should be able to have access to my gift card immediately after it had been purchased.
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| 03/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
Servicemember |
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On XX/XX/2023, I purchased a Vanilla prepaid gift card. I needed ot to rent a XXXX. The person renting me the XXXX forgot to give mw my card back and I did not realize it until I got moved to a different state. When I called to see if they jad my card, he said he couldn't find it. I called Vanilla Card and reported it lost. I submitted all the information needed for them to issue me a replacement card. I called on or about the XXXX of XXXX to make sure they received everything they needed and They said they had everything they needed and I would receive my replacement card by XX/XX/2023. I called on XX/XX/2023 to check the status and they told me they still needed me to submit my proof of address ( which I already did previously and confirmed receipt ) and that it would take another 30 days foe them to investigate after they received my proof of address. I just want my replacement card but I should not have to go through all thia for months on end.
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| 10/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/XXXX, I purchased a {$100.00} XXXX card from XXXX. I mailed the card to my mother as a XXXX 's XXXX gift. When she went to use the card at a store, it was invalid. When we called the number on the back of the XXXX card to inquire, we were told the funds were already used and taken out. A case was opened on XX/XX/XXXX by XXXX XXXX ( my mother ). Case # XXXX. All information required by XXXX was provided - picture of mother 's license, picture of card, picture of XXXX receipt. I followed up on XX/XX/XXXX and I myself resent all the information by email to XXXX. Since then, I have called to follow up on getting a replacement card on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time I am told that they are working on it and it is going through approval. On XX/XX/XXXX, they told me they mailed the replacement card, but we never received it. They told me they would follow up with me in 48 hours, but never did.
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| 10/04/2023 |
Yes |
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I called the gift card company late XXXX before I went on vacation to verify that it was activated and the amount was all there. They said that it was active and verified the amount. I tried to use the card at several places while on vacation and it never worked.
Today, I called the card company to inquire why the card didn't work and the person ( XXXX ) told me that since the card didn't have any numbers on the front I would have to open a complaint and needed me to send them a picture of my Driver 's License. I told them this is a gift card and I have the original pkg it came in & the receipt stub. I didn't buy it and I would not be giving them my DL. He proceeded to tell me I'd have to get in touch with the buyer and have them call in. I asked to speak to his supervisor/mgr, he put me on hold and no one ever came on the line. I hung up. I also went on the website to try and get the balance & they site said system error. Very frustrating.
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| 09/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I got 3 XXXX gift cards wort {$200.00} total ( one {$100.00} card and two {$50.00} cards ) back in around XX/XX/2023. I tried usinf them couple weeks after around XXXX end or early XXXX and discovered that none of the cards were working ( neither in a store nor online ).
I called the number on the back of the card ( XXXX ) about this. I was told by the phone representative that he found some issue with all 3 cards and will file a case so I could get replacement cards. I was asked to send pictures of front and back of each card along with my driver license and some address proof whic i sent ( to XXXX ) in the first week of XX/XX/2023.
However, since then I have not heard back or gotten back anything from them. I have tried calling to follow up around 10 times since then ( been more than 3 months now ) but all they tell me is that the case has been escalated but there isnt any update they can give me.
My case number with them is XXXX
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| 11/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I received this card as a gift from my coworkers. I returned to work a week after my birthdate on Monday, XXXX XXXX on this day I was given the gift card. I was extremely grateful and noticed it was a Visa gift card which are usually used everywhere as normal currency.
Upon opening the card, I noticed part of the number was blocked from the card design. Not thinking anything of it, I used the card later this week ( XX/XX/XXXX ) at XXXX. It declined, and I then realized I needed to activate the card which usually is no problem, but the card number is blocked by the design, so since I could not read the number, I can not activate the card. I called multiple times to the company of the card, Vanilla Visa Gift Card to hear their FAQs to find out why I can not see my card number. No solution attained by doing so. I then looked up Vanilla Gift and found others were scammed by the same company and reported it. I can provide proof of the card.
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| 09/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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Visa gift cards purchased by my husband for mother 's day. 2 cards XXXX each. I open visa package and there were XXXX dollars on cards. I contact Target and visa phone number on back XXXX. XXXX. They told me to send copy of receipt, copy of cards front and back and copy of my driver 's license. They said email it and the process takes 30 days to investigate. Since XX/XX/2023 I have received no replacement cards and its XX/XX/2023. I have contacted the company 22 times and they say investigation was done and they would send me replacement cards. I called today and they said no results for the investigation and they don't know why I haven't received my cards. They just keep escalating the matter to someone else. I have talked to 2 supervisor and they have no answer other than they can't send me cards another department does. This company just do nothing about fraudulent cards. They don't want to give the customer their stolen money back.
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| 08/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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My son purchased a {$25.00} Vanilla Visa Gift Card at XXXX XXXX on XX/XX/22 at XXXX. He came home and went on the Vanillagift.com website to register his card. At that time it said there was a 30 minute period before the card could be activated. He checked the account online again and it said there was 17 minutes left and then it would be activated. When my son went back on the website, giving it extra time, the site indicated there was a pending transaction made at XXXX for the entire amount of the gift card of {$25.00} by XXXX XXXX XXXX. My son and I called the customer service number at Vanilla Visa to report that his card was somehow charged, at the exact time the funds would have been placed onto the card, when he did not use it yet. We were informed that we could have a hold placed on the card and that I should call back on XX/XX/22 to see if the merchant collected the money. At that point I would then be able to raise a dispute.
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| 07/16/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Trouble using your card
- Can't use card to make purchases
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Web |
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I received two pre-paid credit cards for XXXX dollars each as a gift for XXXX in XXXX of 2020. They were issued by XXXX under license from VisXXXX. They are distributed and serviced by inComm Financial Services, XXXX XXXX XXXX, XXXX Georgia XXXX. When we tried to use one of the cards, it was discovered that there was only XXXX cents on it ; not XXXX dollars. These cards were received in the factory packaging and had not been tampered with. I filed a claim with the distributor inComm ( Claim # XXXX ) explaining that I had not made any purchases with it and in fact just opened the packaging for use in XXXX. XXXX performed an investigation and I was told that the purchases had already been made prior to my having the card ( XX/XX/2020 ) and that they were " sorry '' but there is nothing they could do. Bottom line is I received the equivalent of an empty box for a gift and the credit card distributor is unwilling to do anything about it.
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| 10/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On XX/XX/2023, I bought a {$100.00} Vanilla gift card from XXXX with the intention of giving it as a gift. However, the intended recipient informed me that they couldn't activate the card. They reached out to customer service, only to be informed that the card was invalid.
On XX/XX/XXXX, I contacted the company regarding this issue, and they instructed me to provide proof of purchase, as well as images of both the front and back of the card, along with a copy of my driver 's license. They furnished me with the incident number XXXXI promptly submitted all the requested information. I made multiple follow-up calls, but received no updates on the status of my case.
Now, more than 30 days have passed since the initial contact, and I am seeking a refund of both the purchase amount and the activation fee. It's clear that my funds have essentially been withheld, and it appears they are unwilling to address this situation appropriately.
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| 07/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
Servicemember |
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On XX/XX/XXXX my son received a Vanilla gift card in the amount of {$500.00} for his high school graduation. He also received another one in the amount of {$250.00}. He did not open the cards right away as he was saving them for a special occasion. In XXXX of XXXX he tried to use the cards and they were declined. After getting on the Vanilla gift card website and checking the balance and looking at the transactions, he realized the card had been compromised. that same day I reached out to Vanilla gift card making them aware of the scam activity and they told me to file a dispute, which I did. I was told the process would take a maximum of 60 days and have been told several different dates I would receive a replacement card in the mail. I just got off the phone with them again and now they are saying the case has been closed and I never received the stolen money back.
The first XXXXXXXX XXXX XXXX case # XXXX The second case # XXXX
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| 02/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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Purchased a {$400.00} prepaid card from the company XXXX from a XXXX on XX/XX/XXXX. Checked the balance on their website shortly after I received it, to which it appeared normal. Attempted to use the card the same day on several websites, and card was declined on each one/transaction did not go through. On XX/XX/XXXX ( next day ), attempted to check the balance on the card via their website, only to receive a message saying the website and card is invalid/down. Called customer service on the same day, get through and customer service rep assures me that card is working. Attempt to check balance again after rep says this, website/card is still down. Eventually rep offers the option for them to send me a new card that can be reactivated on my own for the same balance, to which I accept. XXXX assured me that card will be received in XXXX business days. As of the end of the day XX/XX/XXXX, replacement card still has not been received.
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| 05/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
Servicemember |
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I bought a vanilla gift card, I think XX/XX/XXXX or XXXX XXXX for {$250.00}, used it once online. Next day I checked my balance & it was XXXX dollars. there were 2 transactions I didn't make one for {$110.00} & second was for {$39.00}. I called vanilla gift card customer service to stop the charges, but they told me it was too late, they already issued the money. They told me they were going to email me a dispute packet fill it out and send it to XXXX on XX/XX/XXXX I sent the dispute packet to -- -- -- -- -- Forwarded message -- -- -- -- - From : Date : Wed, XX/XX/XXXX at XXXX PM Subject : Dispute packet case # XXXX To : XXXX They told me to give them 90 days to a resolution. after the 90 days I called them at customer service many times, they keep telling me give them 48 hours for their dispute team to contact me, but they never do & customer service has emailed the dispute department & they say they have not received a response.
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| 09/14/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I purchased a {$200.00} VanillaOne prepaid VISA card at XXXX XXXX in XXXX as a XXXX present. THe card never worked and the embarrassed recipient returned it to me. I tried to go onto the website and the website would not accept the information on the card and I could not get anywhere. I called the company. I got a representative who after keeping me on hold for some time told me that I had to get an original receipt from the store even though I had the credit card charge record ( I bought it with an XXXX XXXX card ). I had tried previously to address the problem with XXXX XXXX and gotten nowhere being told to come back at various times when the manager would be there-as I work full time, it was not possible for me to go at those times. At this point, I have given up on getting my moneyI will never buy another prepaid credit card. However, I thought it worthwhile to let others know about this. I believe it is some sort of scam.
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| 11/17/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Problem getting a card or closing an account
- Trouble getting a working replacement card
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Web |
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I have trouble requesting a replacement card.
On XX/XX/2023, I made a purchase using XXXX card issued by IncommXXXX failed at XXXX store XXXX After I called XXXX, I got case number XXXX.
I have submitted all required information, including cpoies of front and back of gift card, XXXX store receipt and my driver 's license.
On XX/XX/2023, After calling customer service, I was told my address has been validated and a replacement card request was submitted. I should wait 30 days to receive my card.
On XX/XX/2023, I called customer service again and was told I should receive my card by XXXX.
On XX/XX/2023, Called customer service again, I was told if I haven't received my card yet, she could make another replacement card request and I need to wait another 30 days.
I feel this company ( Incomm Financial Services ) is running me around without addressing my issue. Agent could not tell me when the replacement card was sent.
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| 09/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I bought a Vanilla Visa Gift Card on XX/XX/23. I activated my card an hour later. I was unable to use it anywhere online. I call Vanilla, they say give it 24 hours. I did. It still does not work. I called again and they said they would send me a check. I call, no check has been sent. They have me send pictures of the card front and back, the envelope it came in, receipt and sub receipt. Today I call they want my ID or current bill. I send it. They say they haven't gotten it. I have filed claims with them and XXXX where I bought the card. They lied to XXXX and said I tried to make reoccurring payments. I did not! I tried to pay a bill online, I tried buying on XXXX etc. and everyplace I tried to used the card it was declined! It also can't be used at restaurants, gas stations, hair salons, and the list goes on. I keep getting the run around. I want my money back that I put on the card and what I paid for the card, it's useless.
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| 07/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
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on XX/XX/23 I lost my pre paid debit card. I last used my card at a gas station for {$5.00} earlier that day. I realized I lost my card later that same evening. I called the prepaid customer service to report my card lost and to order a replacement card. I then realized several fraudulent transactions had taken place while my card was lost. The list of transactions are : XXXX {$1400.00}, XXXX {$1700.00} XXXX {$100.00} XXXX {$100.00} and XXXX {$31.00}. I filed a dispute ( Dispute # XXXX ) .That is a Total of {$3400.00}. I received a credit for {$700.00} on XX/XX/23 and then a second credit for {$720.00} on XX/XX/23. that is a total of {$1400.00}. That leaves a remaining balance of {$2000.00} of my dispute that has not been refunded. I have reached out on several occassions to rectify the situation. I still have not heard from the bank as to why they would only give me a partial credit for the same dispute. Can the CFPB help me?
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| 01/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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Web |
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On XX/XX/25 I noticed my card was stolen with money on the XXXX play platform, and informed the customer service which company issued the vallina gift card. I followed their instruction to submit the dispute form, and was informed that the investigation takes about 90 days after receiving the form, which they confirmed it was XXXX as the starting date. However, I haven't received any response or investigation result from the investigation team, which I tried to contact them every month before and after the period of 90 days. What disappointment is the company separate the customer service team and investigation team, and no any contact information for the investigation team. What even worst from the customer service is they have neither approach to contact the investigation team and nor the right to retrieve the investigation result. In the last contact, the customer even hang out my phone call to follow deeper the situation.
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| 04/06/2023 |
Yes |
- Credit card or prepaid card
- Gift card
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- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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Web |
Older American |
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I have a gift card from VanillaGift.com. Someone is stealing my balance of XXXX. I called vanilla gift ( XXXX ). They told me there was no way to stop it.
I was given the following info about the purchase : XXXX XXXX XXXX ( XXXX ) New York. I contacted the XXXX but they had no info. I called the number but the line had a busy signal and then cut-off.
VanillaGift will not refund my money unless the charge doesn't go thru. I was told I can file a dispute after 7 days, but there doesn't seem to be an actual path to resolution.
I checked my balance twice today and it was XXXX I called them because on of my charges with XXXX was declined by Vanillagift. I tried 3 times to speak to a representative. I finally got thru at about XXXX ( Pacific time ). It took almost an hour.
Today was the first time I have called VanillaGift to get my card balance. I don't think it's a coincidence that the card was hacked after I called.
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| 07/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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Days ago, I went and bought a gift card at XXXX store ( XXXX XXXX XXXXXXXX XXXX DC, see the exhibit ). I have been doing it for decades. But, It could not work to pay for my email purchase at XXXX. I did try several times and then I realized that when I did back up it was registering a different number ( changed the last 5 numbers ) but kept the typed expiration date and security code. Then I did access the company website ( www.vanillagift.com ) but there everything was good, the balance was {$100.00}. So I went back to the same store, the consumer service staff checked and told me she was not allowed to proceed for the trade her manager will be there in the morning to do it. So she did stapled my receipt with my card. Next day, I came back in the morning but the young man at the customer service said who told me that the manager will be there he just talked to him or her the manager will be there in the afternoon.
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| 11/04/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
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|
Web |
Servicemember |
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Bought XXXX XXXX XXXX cards ( XXXX transactions back to back {$1000.00} each for XXXX {$500.00} cards ) at a XXXX on XXXX. Used XXXX. Have done this many times in the past. Charge posted to XXXX. XXXX of XXXX cards failed to activate. XXXX card, although not used as of this time, appears active with access to the full {$500.00}. Called XXXX/Incomm cust service immediately, within one hour of purchase -- usually activated within ten minutes.
After a very long hold to reach a human, got the run-around saying system error, problem will be fixed in 2 hours, we can not even access your card information.
It has been three business days and again, only XXXX card shows a balance, the other XXXX are not recognized by their system.
Their incident process is intolerable.
I have notified the General Manager at the XXXX store before doing an XXXX charge back so she is aware this is not any attempt on my part at fraud.
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| 06/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
Older American, Servicemember |
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My Mother sent a Vanilla Visa card three years ago that got misplaced and was recently resurrected. The value is {$50.00}. The issuer is XXXX XXXX XXXX. I first was declined in XXXX XXXX, and recently was declined in both XXXX and XXXX. Without looking at the card, they told me it was expired in the computer. On the face, the card shows it expired in XX/XX/2021. However, after contacting XXXX and spending numerous hours on the phone, I was told the card was just fine, and was activated and ready to use. After the declinations, I finally contacted Visa Consumer Complaints who told me they weren't responsible for their " issuing financial institutions ''. Today ( XXXX XX/XX/XXXX ) I checked online and the balance is still {$50.00}, but the status says " on Hold ''. XXXX dollars doesn't mean much to the average American, but for my elderly Mother it is real money. I appreciate any help you can render. Thanks. XXXX
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| 02/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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|
Web |
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I bought a Vanilla prepaid visa card on XX/XX/2022 at XXXXXXXX XXXX and I put {$350.00} on it and on XX/XX/2022 I wasted {$1.00} at XXXX to make sure it works. On XX/XX/2022 at XXXXXXXX XXXX I wasted {$42.00} at XXXXXXXX XXXX. The same day at XXXXXXXX XXXX I wasted {$44.00} at XXXX. I wasted the same day at XXXX XXXX at XXXX XXXX {$25.00}. Then later that day I made a purchase of {$63.00} on XXXX at XXXXXXXX XXXX but was only charged {$45.00} on the transaction. I then checked how much I had on the card and it said {$190.00} and later that night at XXXX XXXX I was told the card only had XXXX cents. How is that possible? I called and they said that XXXX had charged me XXXX dollars but I checked my XXXX account and that was not true so I called again and now they said it was XXXX XXXX that was charging me 9 times for {$10.00} in XXXX XXXX and 2 times with {$50.00} with XXXX XXXX. I don't even use XXXXXXXX XXXX.
|
| 09/21/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Overcharged for a purchase or transfer you did make with the card
|
|
Web |
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I made a purchase of {$120.00} with a vanilla pre-paid card on the website XXXX XXXX XXXX on XX/XX/21. I did receive a confirmation email of the purchase. The next day I realized that they charged my card {$120.00}, almost the full amount of the card. I tried contacting the company by phone, email, and messenger. The phone numbers are disconnected, and no response has been given by email or messenger. I then called vanilla card company and requested they stop the pending charge. They refused this request and told me to call back after XX/XX/21 when the charge was finalized to dispute the amount. When I called back on XX/XX/21 I was told that it was impossible to dispute the amount, and I must have agreed to the charged amount. I was told that it sounds impossible I was charged more than what I agreed to. When I asked to speak to someone else, I was put on hold for over 10 minutes and then I was hung up on.
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| 01/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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On XX/XX/XXXX I purchased a XXXX gift card XXXX XXXX loaded on it bought XXXX XXXX XXXX card. Instantly the website is hard to log in the call center call drops after the options. Later that evening I was able to log in. And see a purchase that I did not make of XXXX from an unknown vendor. 6 : hrs later and 130 min wait time I was able to put a hold on the card and was told the pending charges were gon na be dropped by the vendor and 10 days I would be credited. 15 days I call the center hold. No record of my complaint was told to check my gmail for a complaint form it was never sent. I believe that securespend is a clandestine company with a made to confuse web log in. And a call center also difficult and they are counting on you loosing patience and not getting your money back. I would like to know why " XXXX '' is such the opposite of secure. I needed that XXXX XXXX I still do and would like it back.
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| 11/29/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
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|
Web |
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On XX/XX/2017, There was a XXXX XXXX on sale from XXXX for {$1000.00}. They used XXXX payments through email for the transaction. They would ship the car because they owner said he would be XXXX back to the military. They told me to open two XXXX prepaid cards each holding {$500.00} and send screenshots to them. After a day I went to check the status and there were no such thing. I went to check on the prepaid cards website. Both transactions ( {$500.00} ea. ) statements were forwarded to an auto parts store in XXXX, Michigan. I started to realize this was a scam. I never got a reply from the XXXX people who sent me the payment options for the car. I contacted the XXXX XXXX prepaid customer service line and explained what happened. They told me that they could not do anything and are not responsible for scams. I feel this card company would have done something if I had n't said this was a scam transaction.
|
| 10/17/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I called the number on the back of the gift card on XX/XX/XXXX. I was told they needed a copy of the receipt, a copy of my ID, a copy of the front and back of the gift card. After the phone call, I sent all the information that they asked for on XX/XX/2023. The company said it would take up to 45 business days. So I waited and received a email from them on XX/XX/XXXX that asked me to send the receipt as if I did not send it on XX/XX/XXXX. Todays date is XX/XX/2023. I have called on a number of occasions and the information that I requested which was for them to let me know what emails they were able to see that I sent and the company is unable to provide me with the information. I have been waiting for three months for the company to issue me a new gift card because the first one that I purchased was defective. The front of the card only had 12 numbers in the back of the card did not have a security code.
|
| 03/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Servicemember |
|
Hello I got a gift/prepaid card. Visa/Vanilla of $ XXXX XX/XX/XXXX I spend {$75.00} and I planned to use the rest later.
I went to another store in a different day and the card was declined. I checked the card and it said that was used by XXXX XXXX. {$5.00} EACH TIME, THE SAME DAY XX/XX/XXXX UNTIL THE BALANCE was gone.
I called Vanilla Visa ( INCOMM INC ) and they told me to submit a dispute.
After 3 months waiting, they told me that the purchases made with the card are similar to those made with cash, and they can not stop payment or lodge a billing dispute on purchases made with the card.
I contacted XXXX and I submitted the complaint. later on, we were Receiving the same answer I looked in the XXXX and in the web and they are a lot of people having the same problem.
It seems that the cards are already compromised. Imagine 73 people or more X $ $ XXXX
Please see this video : XXXX XXXX XXXXXXXX
|
| 02/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
This card is a MyVanilla debit card. Last XXXX you helped resolve an issue where they prevented me from using this account from XXXX to XXXX. They have done it again, effective today. The expiration date for this card is " XX/XX/23 ''. Not having received a replacement card yet, I called their main number on XX/XX/XXXX around XXXX.
After a half-hour wait for an answer, the person told me that they were NOT going to send a new card, apparently until I called and requested one. He said a new card would be sent within 10 days. This morning, my online account is " inactive ''. How am I supposed to activate my new card if the account is " inactive ''? Also, what about using my EXISTING card and funds between now and the end of XXXX? They have prevented me from using my current card and funds, and wait 10 or more days for the new card. What is the matter with this company? Can they do ANYTHING the right way?
|
| 06/12/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a vanilla gift card for my daughters birthday worth {$200.00}. I tried to use it on XX/XX/2023, and the card was declined. I tried it XXXX times the card was declined. Finally, when I decided to check the balance, it showed multiple transactions I did not authorize from XXXX XXXX and others.
The transaction I attempted to make was at XXXX XXXX XXXX and had a {$20.00} hold on each, which was a total of {$60.00}. Finally, the card had a {$4.00} balance with all transactions I did not approve, so I attempted to call customer service for the vanilla gift card. They hung up on me three times, but I recorded the calls. I will provide it if necessary, but this tells me this is a fraud. I did look it up online, and there seems to be a big scam going on with this vanilla gift card, so Im reporting it to see if I can have my gift card resent because Im not able to fix this with the company itself.
|
| 12/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a XXXX XXXX XXXX XXXX on XX/XX/XXXX at a XXXX as a XXXX present for my daughter, with a balance of {$400.00}.
She used the card the next day online to make 2 purchases for about {$64.00}. We are waiting to see if these purchases complete.
She has since being unable to use the card with transactions being declined by all subsequent merchants.
I called the XXXX customer service number XXXX & spoke to a representative called XXXX on XX/XX/XXXX, & was informed that the card could not be used again until the initial XXXX transactions had cleared on XX/XX/XXXX, no explanation was given.
I called again today to request a refund & have not been able to get through at all.
I decided to call the CFPB to make a complaint ; it turns out that when on hold it is the same music playing at the CFPB & XXXX- this unfortunately adds to my suspicion that XXXX is not a legitimate financial organization.
|
| 06/03/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I received a Vanilla Gift Card in XX/XX/XXXX in the amount of {$300.00}. I did not attempt to use the card until XX/XX/XXXX. When I logged in to check the balance, I noticed that there were various fraudulent charges that took place in other cities away from where I live. I called Vanilla to dispute the charges and they told me to submit a packet with information for the dispute, which I did on XX/XX/XXXX. Vanilla told me it would take 90 days, or less, to complete the investigation and reissue a new card.
I called after the 90 days had concluded, on XX/XX/XXXX, and Vanilla stated that they had not even finished " investigating. '' I have sent several emails to Vanilla and there is no response. And you can not even speak to the dispute team on the telephone to know what the status is. I do know that this particular gift card is serviced through XXXX XXXX, but I do not know what their exact role is.
|
| 05/03/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have a my vanilla card that I have had my tax refund and stimulus check direct deposited into. The total amount left is {$2500.00}. I can not withdraw my money at an atm or at a XXXX XXXX XXXX. I can not make a substantial purchase, only small purchases online or in gas stations. I have spoke to customer service on XX/XX/2020 and they informed me nothing is wrong with my card and I am able to withdraw up to {$2500.00} at a XXXX XXXX XXXX but this is simply not the case as every attempt is not only declined but also charging me a purchase fee with no actual purchase. So I cant access my own money and I also am racking up a multitude of fees from attempting to do so. I have retried to contact customer service and can not get anyone on the phone and eventually will get disconnected from the wait. I also can not get a live person from any other numbers of XXXX, income financial solutions or XXXX XXXX.
|
| 04/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I was given a {$100.00} Vanilla Gift card and I checked the balance right away which was correct. I tried to use it at XXXX XXXX and it would not go through, I tried at another store and it was declined. When I tried to check the balance I had trouble with the website but finally got through. It said I had a XXXX balance and a pending transaction. I called customer service ( waited on hold XXXX min ) and was told it was just pending and the money should be back on the card within a week. I checked again after a week and it has a XXXX balance and there was a transaction called proauthentic for {$100.00} which I did not make. I have tried and tried to call but customer service never picks up. I have looked for a way to email the company and there is absolutely nothing to be found. I read the reviews from others regarding Vanilla Gift cards and they were awful, this company should not be in business.
|
| 02/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I mailed a letter dated XX/XX/XXXX to Vanilla VISA Gift Card, Customer Care, XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX requesting Vanilla VISA Gift Card replace 3 gift cards that expired in XX/XX/XXXX. I attached a copy of the front and back of each card, including the number, expiration date and 3 digit number on the back. The first card did not show a value. The second and third cards showed values of {$25.00} and {$50.00}.
I received a letter dated XX/XX/XXXX listing Case Number XXXX from Incomm XXXX XXXX XXXX XXXX XXXX XXXX XXXX advising that Vanilla VISA Gift Card would not replace the cards because I did not have : 1 ) purchase receipt/s ; or 2 ) verification of address ( within 90 days ).
Obviously I would not have a purchase receipt since I was gifted the cards. The " verification of address ( within 90 days ) '' is unclear. What exactly would I be verifying my address within 90 days of?
|
| 12/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was gifted a {$500.00} Vanilla prepaid card as a gift from my family in XXXX XXXX. When I tried to use it in XXXX XXXX, the funds have been depleted. After looking online to see what the transactions looked like, there were multiple to XXXX. There were 4 total purchases that totaled {$490.00} on XX/XX/2021. There is only {$1.00} left on the card. The totals were as followed : - {$120.00} - {$170.00} - {$150.00} - {$46.00} I have tried calling Vanilla directly, but have been put on hold for over an hour multiple times. I have read many complaints only about the same item and how Vanilla is very unresponsive to this. I can't even file a formal complaint because I can not get in touch with Vanilla.
All I want to get at this point is my family 's money reimbursed. That is a lot of money that was just lost. It is ridiculous how many similar stories are online and nothing has been done about it.
|
| 04/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a card with a bad magstrip.
I called the number on the back of the phone which was about a 45-minute wait on XX/XX/23. They said they would send me a new one XX/XX/23 I haven't received a replacement so I call them back up and go through another 45-minute wait. They say to wait it out XX/XX/23 I call them up and tell them it still had not arrived. it's another 45 minutes they tell me to email XXXX because they left the apt number off my request.
XX/XX/23 their email service says they can not find my claim.
XX/XX/23 I send them the gift card number and the code on the back, and they say I will have to call the number which requires 45 minutes of waiting to get an 8-digit code for a case number.
They have intentionally long hold times, they have been shuffling me around left and right. I have already spent about 4 hours trying to get a birthday gift to work. This is unacceptable
|
| 05/29/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
Older American |
|
{$45.00} of my {$50.00}, XXXX Gift Card, was stolen from my gift card. I activated the gift card on or about XXXX/XXXX/2016, and on XXXX 2016, I went to XXXX supermarket, when I got to checkout it was only {$5.00} left on the gift card. I reported that to XXXX Gift Card Co. They said that they would investigate it they reported to me that the money went to XXXX. And it would take 45 day to resolve this, and at the end of XXXX or beginning of XXXX, I called them they said that I needed to wait until the XXXX. Of XXXX for them to finish their investigation. On XXXX XXXX. 2016, I called again, and I was told that it takes 60 days to investigate so I was two days to early and to call back on the XXXX XXXX. On XXXX XXXX. I call back and was hung up on twice, on the 3rd. call I needed to give them more time. The on Monday I called The Massachusetts XXXX who put me in touch with your organization.
|
| 11/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Purchased a vanilla visa gift card for {$200.00} Gave to son as a gift he lives in XXXX XXXX When he tried to use the card it had no money on it. Shows it was used at a XXXX XXXX store in XXXX XXXX the next day after it was purchased. Contacted Incomm Financial and they said they would do an investigation. 2-3 months later they came back and said the same thing I already knew. They advised me no refund as the card was used in person which is not a possibility cause I purchased the card and mailed the next day to XXXX XXXX. They either duplicated the card or there is one really good scam going on. My son mailed it back to me and I have had the card in my possession I now see online that this has happened several times to people that have tried to use the card The card was purchased on XX/XX/22 in XXXX XXXX XXXX mailed to XXXX XXXX on XX/XX/22. Used at XXXX XXXX on XX/XX/22 in XXXX XXXX
|
| 01/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
I have bought {$500.00} Vanilla Visa Gift Card from XXXX grocery store on XXXX XX/XX/2022 at XXXX pm. Card was approved at the XXXX and I got the receipt with approval/Auth. When I tried to use the card for making payment at Car repair shop it does not work and it was very humiliating for me. When I tried to check the balance on vanilla gift card website it was showing system error. After that I have tried to check the balance using the phone XXXX and the automated message told that there is some issue with Card and then talked to the customer care and share the card details but they are not able to resolve the issue. Moreover they are asking with me for more time, I have already made the payment for the card at the XXXX XXXX XXXX and still not able to use it. I hope that Consumer Financial Protection bureau will take proper action against Vanilla Visa Gift card company in this case.
|
| 04/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I've bought {$500.00} Vanilla gift card at XXXX store in XXXX XXXX on XX/XX/2022. The next day trying to set up the pin I've discovered it doesn't work. I called customer service, they said someone paid with it for some services. They said we have to start a dispute case, I've provided all my information to them and supposed to wait for dispute form to fill out in my email. After waiting for some time I called them again, but Vanilla gift card said they emailed the form to me. After third of fourth call I have received the form in my email on XX/XX/2022, I filled it out and emailed it back to them. I also mailed it to their address in XXXX, GA. Since then I still didn't get anything from Vanilla gift card. I called them several times, usual wait time on the phone is about XXXX hour. They keep telling me they didn't receive my dispute form, or they received it but it's under review.
|
| 07/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I had purchased a visa gift card from XXXX store ( grocery store ). the card is issued by XXXX and distributed and serviced by Incomm Financial services.
I purchased a vanilla visa gift card from XXXX on XX/XX/2022. On opening the gift card, I found that it has been tampered with and the magnetic stripe was not working. I called Incomm at phone # XXXX XXXX and reported this issue.
They opened an internal case # XXXX. They initially told me that a replacement card will be sent to me in 7-10 business days.
I have also emailed them the documents they asked for on XX/XX/2022. I sent the same docs on XX/XX/2022 as well.
I had called Incomm multiple times since XX/XX/2022 and every time they tell me that their internal team needs to review the case and a replacement card will be sent. In spite of multiple follow-ups, they still haven't send me a replacement card. Please help me.
|
| 08/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/23 I purchased a Vanilla Visa Gift Card at XXXX. I attempted to use the card on XX/XX/23 and upon opening the package I realized the third set of four numbers on the card were scratched off. Since I had an incomplete card I was unable to use it. I immediately contacted customer service to report the anomaly. They requested documentation to prove purchase. I submitted all documents via email on XX/XX/23 I was given ticket number XXXX and I was told it would take XXXX weeks to solve the issue and I would receive an email once it was solved. I had not heard from them so on XX/XX/23 I contacted them again and I was told it was still under investigation. I was told they will contact me once they had results, that I did not need to call them again. Which brings me to today XX/XX/23. I have yet to hear back from them and it has now been many weeks past the timeline I was given.
|
| 04/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Servicemember |
|
I bought a {$40.00} gift card with Vanilla Visa gift card. For my daughter 's up coming wedding. I bought it in XX/XX/2022. I try to check it yesterday and it wouldn't take my card number. So I left it til I could get it fixed, I went online, this time my number worked. Said I had a charge yesterday to a XXXX? Of XXXX leaving XXXX cents on my balance. It took me forever to get a hold of anyone to see what happened. I was told that it would take about 90 days for an investigation for fraud. I want this company to be reported for fraud. I believe it is on their side. I believe that they think that the amount of time it takes to refund the money if it proves fraudulent takes too long to get the refund back, customers will just let it go. I feel my card was compromised by the Vanilla gift card company because there are Several articles that have the very same thing with this company.
|
| 11/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Older American |
|
I purchased a Visa Vanilla gift card on XX/XX/XXXX for XXXX at a XXXX. I spent XXXX on the card and threw the original receipt away. On XX/XX/2022 I lost the card. I called the gift card and they told me I had a balance of XXXX. I immediately reported the card missing. On XX/XX/XXXX they told they would send me a replacement card. They told me to call back on XX/XX/XXXX. On XX/XX/XXXX I called back and they told me I had to verify the card.I tried to verify it on my phone and it would not work. I was on the phone for a whole hour and the manager told me I wouldnt get a replacement card without the original receipt. I went back to XXXX and got a copy of the receipt which I have enclosed. I tried calling vanilla gift card back and spoke to a representative and asked for a manager and was put on hold twice for at least an hour. I am not getting any satisfaction from this company.
|
| 05/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a prepaid mastercard Vanilla Card valued at {$50.00} from my employer as a gift. I registered the card online using the website on the back of the card. It said the card was activated and had a balance of {$50.00}. I wanted to use the card to make a purchase online but needed a zip code associated with the card. I went back to the cards website and looked for a way to add a zipcode to the card but there is none. I read online that if I created my own account on the VanillaCard website that I could assign a zipcode that way, so I attempted that and then the website loaded an error page when I tried to access the account. I called the company toll free number and waited 45 minutes on hold before reaching someone who confirmed my card had been deactivated and needed to be replaced. They said I would need a receipt, which I do not have. This is absolutely fraudulent.
|
| 09/22/2023 |
No |
|
|
|
Web |
|
|
DISPUTE TRANSACTION INFORMATION Merchant XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Transaction XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Transaction Amount {$13.00} {$29.00} XXXX XXXX {$60.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$5.00} XXXX {$50.00} XXXX XXXX XXXX I got my gift card on XX/XX/XXXX but never used my vanilla gift card they refused to give me my money back I believe they stole my information and used it total XXXX $
|
| 10/02/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I reached out because the front of the card was scratched off as well as no security code. I reached out and they want me to send a bunch of information over to a random email without any confirmation emails or anything to confirm if this is even legit. They want my ID which im waiting for in the mail but I do have my Drivers Permit they give you while you wait for the actual card which they stated they are unable to use. They also request me send a copys of my bills and the receipt which I didn't receive as it was a gift from my girlfriends mother. I don't feel comfortable sending all this information to a company that can't send me any confirmation emails or anything whatsoever. Also the whole time I talked to this person the only thing I can hear CLEARLY was his TV. I even mentioned it multiple times and he didn't even turn it down. Makes me think its not even legit.
|
| 07/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
During XXXX in XXXX, I purchased a {$500.00} Visa Vanilla gift card for my dad, but unfortunately, he was unable to use it. Both he and I contacted the Visa Vanilla gift card company to resolve the issue. They informed me that the card had been confiscated, but the money on it was still intact. They asked me to email them the front and back of the Visa gift card, along with my ID and the receipt. They assured me that they would work on resolving the matter and send me a check within 45-90 days.
In XXXX, I promptly sent in all the required documents as requested. Case number XXXX. However, it's now been five months, and despite multiple calls to inquire about the status of my case, there has been no update. The call center representatives simply state that there is no new information on my case and are unable to connect me with the Visa Vanilla gift card dispute team.
|
| 02/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla VISA card for XXXX, in XX/XX/2021 from a family member. The amount of the gift card was {$100.00}. I enrolled the card using the Vanilla card website prior to using the card online. I used the card to make an online purchase of {$15.00} on XX/XX/2021. After that, I tried using the card at another online retailer but the card was rejected several times. I tried contacting the Vanilla Card company 's customer service through their posted phone number, but continued to receive a recording that no one was available to assist over the phone. The website did not provide an email address to send an email to their customer service. Also, when trying to check the balance on the card, I received an error message. Lastly, I tried contacting the issuing bank, XXXX, which says it is a member of the FDIC, however, again I was unable to receive any assistance.
|
| 10/12/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
Older American, Servicemember |
|
In XXXX of this I was giving a Vanilla Visa Gift Card for {$250.00}, In XXXX of this year I place an order for {$210.00}. The order was not processed so on XX/XX/2021, I log in to check my balance and found a fraudulent XXXX change for {$32.00} on my card. I called the phone number I found online for Vanilla Visa Gift card ( XXXX ) and filed a disputed ticket case id # XXXX. I received a dispute packet, filled out the 2 forms and sent them back to XXXX as requested on XX/XX/2021 at XXXX XXXX. I received another email a week later asking for the same forms again, which I sent that day. This morning I called the phone number to find out the status and was told it could take up to 90 days for an answer. So, I ask what about my {$210.00} and was told I could get a check for the remainder in 7 to 10 days, but I forfeit the reminding {$32.00} if this put when my way.
|
| 08/24/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla gift card of {$25.00} for my sons first birthday. I took it out of its originally packaging ( still have ) and I proceeded to use the card. It didnt work because it was damaged and more than half of the card numbers were missing. I called Vanilla customer service and I opened up a case was told to email pictures of the gift card front and back and I would received a replacement and a confirmation that my pictures were received. I received an email hours later stating that I would need the original receipt as well. I do not have the receipt nor does the friend that purchased the gift card for my son. She bought it at a XXXX and when she went back with giftcard they told her they couldnt do anything and that this has been happening a lot with Vanilla gift cards. Its starting to look like a scam. All in all I didnt receive a replacement card.
|
| 08/06/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
Servicemember |
|
I activated and registered a prepaid XXXX card. I used it fully within terms of service and decided at one point to cash advance the card. As a result, my card was placed in 'spenddown mode ' from this transaction, meaning that XXXX/Incomm changed the nature of my account to only work for credit or debit purchases. As a result, I am stuck with {$2000.00} in funds that I do not wish to 'spend down '. I want to have cash access to this amount, and am unable to because of this change made to my account. It will unnecessarily burden me to spend it down, since this card charges {$0.00} per transaction.
The card was changed to spenddown mode on either XX/XX/2019 or XX/XX/2019. I have no receipts because this change was not a transaction. The action was confirmed to me over the phone on XX/XX/2019. There is no way to access my account online because of the change.
|
| 11/09/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
My. Children buy me gift cards. I was save to buy an XXXX. When I went to XXXX, three of the gift cards were empty. All of them visa gift cards. The XXXX was no problem. After being embarrassed, when I returned home, I called the number on the cards. To say they were less than helpful would be an exaggeration. They expressed no interest in assisting me. One of the gift cards had been used in California. I live in Florida. So I went in line, did evthst was asked if me, submitted. The first email asks for copies front and back of cards. Another two weeks. Then they said they can7help unless I give them a copy of the receipt. Once again, I tell them it was a gift. One was {$100.00}, one was {$50.00} and the last one was {$100.00}. Something has to be done about this. I have written to XXXX not interested. Enter business bureau, no response. Can you please help?
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| 05/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I bought XXXX {$500.00} visa gift card at XXXX on XX/XX/XXXX. When it opened them I noticed XXXX of the gift cards have a fake barcode sticker covering the real barcode. The gift cards are sealed in a package showing only the barcode. Cashier scans the barcode to load money and activate the card. So I tried to check the balance and as I thought the XXXX gift cards were not activated. Called Incomm on XX/XX/XXXX and submit a claim ( # XXXX ) with copy of the receipt and gift cards. Said they will contact me back in 10 days and its been 11 days. As I research online I see a lot of people have this scam happened to them. The way how the fake barcode is placed and how the package is sealed it must be an inside job. As you can see from the picture the glue was on top of the fake barcode sticker so it must've been placed on before the package was sealed up.
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| 03/24/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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Web |
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Hello I have received a {$25.00} Vanilla Gift Card as a gift years ago. Considering the fact that money does not expire, I had no urgency to use it until recently. I now notice that there are multiple fraudelent transactions on my account. Please note, I researched Vanilla Gift Cards and I see many people are losing money with this company. There are multiple horrible reviews and stories on the consumbe reports.
I have tried working with them on re imbursing the money that I feel like was stolen from me.
I sent them a request on XXXX XXXX. Sent them another request and for an update on XX/XX/2022 and another one on XX/XX/2022 only to be ignored by them.
This is absolutely unprofessional and unethical. I am not sure how this company is still allowed to sell gift cards.
Please reimburse the money that was stole from me.
Sincerely XXXX XXXX
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| 09/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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|
Web |
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I made two purchases with the {$500.00} prepaid Visa Vanilla Gift Card XXXX XXXX XXXX XXXX One on XX/XX/19 for {$87.00} and another on XX/XX/19 for {$55.00} Then on XX/XX/19 and XX/XX/19, someone charged {$350.00} over 8 separate online purchases. This card is not supposed to even be able to work online without registering it first. These purchases to XXXX XXXX online and XXXX are fraud. I contacted Vanilla Visa Gift Cards by phone and made my claim in XXXX. They asked for some information and started a case dispute. I sent them the information I had and was told it could take a week for a response. I never heard back. I sent numerous inquiries and rarely heard back and when I did they asked for the initial information that I've already provided on more than one occasion. Clearly they are giving me the runaround and are fraudulent themselves.
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| 07/11/2021 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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On Monday at XX/XX/21 at XXXX I purchased a Vanilla Visa Gift Card for {$200.00}. There is a {$6.00} Purchase charge so {$200.00} total. I have the card on me and when I call in, I'm informed that I have a balance on the card. I can't use the card. Vanilla has informed me that someone has said that the card should be locked. I don't understand how that is Possible because the card wasn't even open yet. When I called Vanilla to explain all this. They told me that I need to send them a picture of my government ID, a picture of the gift card front and back. As well as a receipt of the purchase. I have all these things. However, they were suppose to email me a portal to send all this information too. My email is XXXX. They haven't sent me anything. There is nothing in my spam account. They keep saying check all mail and spam and nothing comes up.
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| 10/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I received a prepaid debit card with a balance of {$500.00} and was having issues making payments the whole time and only 2 transactions successfully processed. The card does not work and the company promised on XX/XX/30 that if the card did not work by the end of the day that they would send a replacement. They also stated the card expired at XXXX PST. They tried to blame it on me trying to use the card for cash access however I was not doing this, I was trying to purchase something on XXXX. At the end of the day I called for a replacement and they stated that the first representative was incorrect and they can not make a replacement. They also said the card expired at XXXX EST, in contrast to what their first representative stated.. My card expired with a {$300.00} balance due to the company purposefully trying to not replace my card.
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| 05/04/2022 |
Yes |
- Credit card or prepaid card
- Gift card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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I received a {$50.00} gift card for my birthday that was purchased at XXXX by my mother-in-law on XX/XX/2022. When I went to check the balance of the card on XX/XX/2022, there was a {$49.00} charge from XXXX on XX/XX/2022 that I did not make. I called the customer care number to report the fraudulant charge. The person I spoke with told me in order to start a case, they will need to know information that I was uncomfortable giving out. They wanted to know my name and then asked me for my birthdate. That's when I felt uncomfortable and ended the phone call. I did not see the need for them to know my birthdate and felt like they were going to try and acquire more personal information from me in order to engage in more criminal activity.
The website to check the balance of the card is XXXX. The number I called for customer service is XXXX.
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| 10/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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In brief, InComm Financial Services has my funds and won't let me use the funds or even provide a way to speak with them about it. I have a " Vanilla '' brand XXXX Gift Card " serviced by InComm Financial Services , Inc. '' and " issued by XXXX XXXX, Member FDIC. '' It has {$450.00} on it. I have never been able to make a purchase with it because it has been declined for all transactions when I've tried to use it over the past several days, including in various stores, vending machines, and online. When I attempt to access information about it at XXXX it says that there is a " system error '' and to try again later. The card has a phone number on it ( XXXX ), but the phone tree never gives an option to speak to a person, and none of the automated responses are relevant. There is also no other contact information that I can find on XXXX
|
| 11/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
Servicemember |
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On XX/XX/2022, I purchased a Vanilla Gift card at a local XXXX. I put {$500.00} on the card. When I tried to use the card the next day, the transaction declined. I looked at the card account information online and found that someone had made a {$490.00} ( pending ) charge to XXXX. The card was in my possession the entire time, and I did not use the card online, and I didn't share the card information in any way. I don't understand how someone could have stolen the card information so quickly.
I promptly alerted the gift card company by calling the phone number on their website. I followed their instructions for filing a dispute and emailed the requested information to them the same day. Over the past few weeks, I have not received a refund from the company nor any communication even though I have requested an update on this case.
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| 09/30/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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My card is has been declined through numerous merchants. Its not working at all. I called the company twice and I was told there was XXXX left on my card. It was declined from numerous merchants it was declined at XXXX XXXX it kept saying card error and after numerous attempts to swipe the card and I even tried to swipe it at a restaurant a day or 2 ago and the cards not working. I called back and the rude represtatives refused to anything. I went through two different representatives and the one of the representatives kept telling me that she couldn't see any declined transactions and she refused to let me talk to a supervisor. She kept saying that the supervisor was going to say the same thing. She absolutely refused to anything for me. I can't use my money at all. I spoke with 2 different representatives from vanilla gift card.
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| 02/08/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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|
Web |
|
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Hi!
We bought XXXX gift cards from XXXX worth {$750.00} ( XXXX ) as a wedding gift to our best friend 's wedding.
The cards were purchased on XXXX XXXX. Our friends when they tried to use the card a few weeks later but to their surprise they noticed that {$500.00} gift card already had multiple transactions charged for small amounts by XXXX totaling {$490.00}.
On XXXX XXXX our friends initiated a dispute with the vendor and they were told to wait for 90 days. On XX/XX/2022 the vendor came back stating that there was no fraud detected on the card and we were advised to contact XXXX to check on their side.
On XX/XX/2022 XXXX also replied and stated that they were not able to detect the fraud and money will not be refunded.
Now after all these months of struggling with multiple vendors we still have not received any refund.
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| 12/08/2023 |
Yes |
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
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VanillaGift.com - VISA gift card - {$50.00} Card number XXXX XXXX XXXX XXXX Vanilla Gift Card was declined as method of payment everywhere I attempted to use it except on XXXX where the card was initially accepted and items were purchased, transaction was complete. Later however, XXXX sends notice that payment was declined and a new method of payment must be provided. I canceled the orders but both XXXX and Vanilla charged the card anyway refusing to ship order, refusing to cancel order, leaving buyer with no product, no recourse for unauthorized transactions. XXXX and Vanilla offer no customer service for this issue. Despite payment declined, XXXX and Vanillla will not allow cancelling order or disputing charge. Vanilla gift card now has reduced/depleted balance while no transactions are completed and no product was purchased.
|
| 05/12/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
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|
Web |
|
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We were gifted a Vanilla Gift card for {$500.00} purchased at XXXX. The first time we used it, it had just XXXX cents on the card.
We have talked to the Manager and corporate at XXXX without any results.
We have filed a case with Vanilla card and they came back after about 2 months saying case is closed.
RE : Vanilla Product Ticket XXXX Dear Cardholder, This letter is to inform you that we have completed our investigation regarding the referenced ticket above.
After reviewing your account, we have verified that your card was present during the time of the purchase ( s ). Under the Network Regulations, we do not have recovery rights to file a claim.
Your dispute is no longer under review. With the denial of this dispute, we consider this matter closed.
If you have any questions, please contact the Resolution Team at XXXX.
|
| 01/27/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
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I received a {$50.00} Vanilla Cisa card as a XXXX gift but when I tried to use it at four different retailers and once online it was declined. I called Vanilla customer service XX/XX/XXXX to inquire. I wa told oh a lot of people complain about that. I balked and they said theyd send me a refund check to arrive in five to seven days.
After it didnt arrive after 2 weeks I called again. I was told the refund is bring processed and I would get my refund in 7-10 days .never received. I called XX/XX/XXXX again and was told that the refund is processed and I would get the refund in 5 to 7 days.
Upon investigating online and on social media I found dozens of complaints from consume, fed about the same issue : Vanilla gift card didnt work and they requested refund only to be given the run around and the refund never received.
|
| 12/02/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
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Web |
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I received a Vanilla {$50.00} gift card and was told by Vanilla that it was used by someone else, which makes no sense since I have the card in hand. I asked that they send me a replacement, which they would not, so now I am out {$50.00}. I have tried to call them again, as when I tried to check the balance online ( says there is a system error and to try again later, which I have done a few times ) and I have gotten hung up on XXXX times. Called a fourth time and I have been on hold for over XXXX minutes now ( XXXX, XXXX, XXXX ). All I am asking for is a replacement to be sent by Vanilla directly, as the card was purchased at XXXX and may have been stolen from there as soon as it was activated. XXXX says there is nothing they can do ). I am hoping you can reach out to Vanilla to get this resolved for me. Thank you.
|
| 06/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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Web |
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( Important ) InComm Internal Case ID : XXXX I purchased this card with a total balance of XXXX United States Dollars. There were several transactions taking place wiping out the entire balance. I reported these unauthorised transactions to the card issuer on XX/XX/2022 by phone, and the issuer gave me a case ID of XXXX, yet did not further investigate my report. On XX/XX/2022, I contacted the card issuer under the impression that they were investigating the matter, the card issuer told me that they had wrong personal information about me ( first name, last name ), and that the case was automatically closed because of the artificial error they had. The customer representative was personally unwilling to go through all the unauthorised transaction on file, and they declined to provide me a copy of the dispute files.
|
| 06/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
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|
Web |
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On XX/XX/2023 I purchased XXXX XXXX prepaid gift cards from XXXX. One in the amount of {$100.00} and another in the amount of {$200.00}. Both we gifted to my sister who immediately informed me that they had been used, the card numbers scratched out, and repackaged. I reached out to Target for resolution and redirected to XXXX who requested proof of purchase, pictures of the gift cards, my contact and drivers license information. I submitted this information XX/XX/2023 and received a case number of XXXX. To date, XX/XX/2023 XXXX has not provided resolution, I am out of {$300.00} and every attempt to follow-up and request a status update results in me being left on hold for excessive amounts of time. I provided all the necessary documentation and have still received no resolution from either merchant ( Target/Visa )
|
| 08/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to send money to another person
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|
Web |
Older American |
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I purchased a Visa gift card online for a friend 's birthday from The XXXX XXXX XXXX. When she received it ( via email ), she was unable to open it. She received a message " A system error has occurred. Please try again later. '' She tried multiple times with the same result. I called the company to try to correct this. They hung up on me - THREE times. I tried again today and was told that " the department that handles this is not picking up '' and I should call back. This is an absolute scam, and I am now out the {$100.00} plus a {$3.00} fee. I am attaching the email acknowledgement of the order with all pertinent information included.
I used my XXXX account to charge this transaction to my XXXX XXXX card. XXXX will not allow me to dispute the charge until it clears ( it is currently in " pending '' state ).
|
| 04/21/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
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I bought a my vanilla prepaid Visa card at the XXXX XXXX. I added {$80.00} to the card at the XXXX XXXX register when I bought the card. When I tried to register the the card online it wouldn't let my information go through and wouldnt activate my card it gave me I error message in red at the top of the screen saying to contact customer support. When I called the number that was provided for customer support it said they are experiencing extreme call wait times and I was placed on hold for over a hour. I have tried several times to call them back and they still havent answered their customer care line. I am extremely upset at this company for not allowing me to activate my card. The card is distributed and serviced by InComm Financial Services , Inc. And the phone number for then customer care center is XXXX
|
| 12/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
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I received this VanillaGift as a gift and when I opened it, the card numbers were scratched off on the front. I can see the first XXXX digits and the expiration date, but nothing else. The back information is fine.
I tried to contact VanillaGifts phone number ( XX/XX/11 ) and finally, after going through the automated service, they connected me to a customer service rep. The rep is requiring my name, phone number, email address, and mailing address, I assume to mail me a new card ( did not say ).
They also went on to say they need pictures of : The front and back of my photo ID The front and back of the gift card The receipt, which I do not have since it was a gift.
This is crazy and XXXX cant even use the various serial numbers or bar code on the back of this card to provide any information. Please help.
|
| 12/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
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On XXXX XXXX, 2022 I received a virtual XXXX prepaid gift card with {$75.00} in value. This was sent to me via email. The email contained a link to their website which showed balance, transaction history, and the card number. I was able to spend about half of it over the next two days. On XXXX XXXX, 2022 I attempted to access the card number and balance through the link provided in the email. However, the site gave a " system error '' and instructed me to come back again later. Over the next two days, I checked periodically but received the same error. On XX/XX/XXXX, I called the company and was given a runaround for over 2 hours. They were unable to tell me why I could not access the information nor provide any estimated resolution time. As far as they seemed to be concerned, there was nothing they could do.
|
| 10/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
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We received a XXXX XXXX gift card on XX/XX/XXXX as a anniversary gift from my mother in law, with {$100.00} loaded on. We did not open the gift card packaging until XX/XX/XXXX when we attempted to use it at XXXX. We were told there was only {$25.00} on it. I looked it up online and see that someone made unauthorized purchases on XX/XX/XXXX in the amount of {$75.00} at Be Renewed Massage. We have never been to this business and don't know where it's located. I attempted to resolve this with XXXX but their process says a dispute must be started within 60 days of a transaction. They also say they won't return the money unless they recover it, even though the transactions occurred from a fully packaged card so likely had to be an " inside job ''. Please assist me in recovering my {$75.00} that was stolen from me.
|
| 07/08/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
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On XXXX I purchased XXXX Cards at my local XXXX pharmacy. My credit card was charged. When the cards were " activated '' there was some sort of error which led to XXXX the cards not being activated, while the third card was supposedly fully loaded with the {$470.00} I had paid. The store manager refunded my credit card for the other XXXX cards which were not activated. When I later went to use the " activated '' card I found there was no money on it. That same day I contacted XXXX and sent in via email and fax all the documentation. Now, after more than two weeks and half a dozen phone calls they inform me that ALL of the cards were supposedly activated and that I used them all at the same store immediately to make purchases! This is completely incorrect and I have all the receipts to verify what I am saying.
|
| 01/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$200.00} Visa Vanilla gift card at XXXX on XX/XX/2021 and when I went to check the balance before spending it in XX/XX/2021, I saw that the funds had been stolen on XXXX XXXX in 40 transactions of {$5.00} each.
I called the number in the back of the card many times and provided them with all the information they asked since XX/XX/2021. So far, every time I talk to " Vanilla VISA '' they say XXXX realized the expenses were fraudulent and returned the funds to them, and that my refund is in the way, but it never arrives. Every time I call the clock resets for another 2 weeks wait. I feel Visa is scamming me too, and as a matter of fact I am not sure I am dealing with them at all. I would think Visa would be a more reliable company to deal with.
What can I legally do to get my money back?
|
| 01/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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|
I purchased a {$500.00} Vanilla Gift card including a {$5.00} activation fee from a XXXX store on XX/XX/XXXX in XXXX, NC. The gift card was never out of my possession. I went to make a purchase using this card several days later and the purchase was declined. I later checked the balance of the card and discovered that the funds on the card had been hacked by someone that spent the funds at grocery stores, gas stations and XXXX stores in southern California.
I notified Vanilla Gift of the stolen funds on XX/XX/XXXX by filing a dispute. I spoke with XXXX and was given a case # XXXX. I also provided Vanilla Gift my email address. I have not received any email confirmation of my case details or any details of an investigation into the stolen gift card funds. I am extremely upset that my funds were stolen.
|
| 11/29/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
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|
On XX/XX/XXXX I purchased a {$500.00} XXXX XXXX XXXX issued by XXXX and serviced by InComm financial services. Upon opening the card, I realized it was tampered with. I called InComm to shut the card down and have it reissued. They asked me to send the front and back of the card, the receipt, and my driver 's license under case XXXX XXXX and tell me it can take up to 30 days to process. I wait until XX/XX/XXXX to call for an update. They ask me to please wait a few more days. On XX/XX/19 I call again. The agent was stuck like a broken record, repeating " you've submitted the documents, they've been received, it's over 30 days, but you haven't received a replacement, just a moment ''. He ultimately could give me no further resolution. So I'm left to make a CFPB complaint to get them to move on this.
|
| 09/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I bought five prepaid credit cards from XXXX as gifts for {$500.00} each. I found out with the first one that there are problems as it didn't work. I tried calling the company from the number on the back but it is very difficult to reach anyone and you just get stuck in a circle. I did find a way to reach a person ( Long story to how ) and they said this was a rare case and unlocked the card. However, it happened again with the next two cards and the last two I was told needed to be replaced and they would send new ones which at the time of this complaint I have not received. There is much more to this and would be happy to follow up but this is a clear scam as they hope receivers of these gift cards will just give up, trying to get information on this company or contacting them is near impossible.
|
| 07/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Card was purchased for an employee of my company, card was purchased at XXXX and should have had {$100.00} on it. The company that provided this card was XXXX Product was sealed when given to employee. When it was opened, the card had numbers scratched off the front. When we called the company to try to activate it, they told us the funds had been used already.
They needed me to submit my drivers license ( front and back ), the gift card ( front and back ), a utility bill (??? ), and the receipt for the card. The company also told me that even after all of this, the funds could be tied up for more than a month.
This is unacceptable and shady, it seems that they make it as difficult as possible to put in a claim and use the money we loaded onto the card. This should not be how business is done.
|
| 05/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
today, XX/XX/2022 I tried to activate my vanilla visa {$50.00} gift card given to me by my daughter for mothers day. I've tried and tried to reach them any and all ways available. such as XXXX numbers etc. once I actually spoke to someone whom I couldn't understand because of language barrier. she tried to sell me something - again I couldn't understand her but i did understand she wanted my banking account information which I quickly said NO. then she gave a phone number : XXXX which is a cable company!!!!
this nonsense went on and on I went to the vanilla visa website VinillaGift.com and of course I found no luck there. so im contacting you. really all I want is to activate my gift card and enjoy the bounty. I've contacted visa directly and no help there.
can you help thank you, XXXX XXXX XXXX
|
| 10/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla Visa gift card over a year ago as a gift. I have tried to use the card several times at different stores. Unfortunately the card always declines. I am sure the card has {$65.00} Dollars on it. Since I have called customer service to get the balance every time the card declines. At least 5 times. They always state my balance is {$65.00} All the transactions I try to make are less than that amount. I have called customer service several times on XX/XX/23 and XX/XX/23 to get the numbers in the back and try to use it online. They refused to give me information or issue a new card. I opened a case file with them but they told me that if I can not provide proof of purchase they can not do anything about it and can not issue a replacement even though they know the card has a balance.
|
| 02/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
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|
A XXXX egift card was purchased online via XXXX on XX/XX/XXXX. I attempted to use the card at an online store as well as pay a bill online on XX/XX/XXXX and each time the card was declined, once stating the card was expired. On XX/XX/XXXX I contacted the issuing company who stated there was nothing wrong with the card. After several more unsuccessful attempts to use the card I called back and requested a refund, request # XXXX. I was told a check would be issued and mailed to my home address within XXXX days. The time has elapsed and I have contacted the issuer who appears to be unwilling to release my refund. The card can not be used and currently shows as On Hold via the online portal. I am requesting assistance to get a full refund of the card amount and card purchase fee, a total of {$200.00}.
|
| 11/14/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Card was locked and replacement issued, account flagged, but I was told even though the were certain I did not make the purchases, I could not be reimbursed because they had already delivered the product.
Spoke with Customer Service, was told the card would be locked, and a new one issued. They said I should call the companies that sold the product for a refund.
XXXX XXXX XXXX {$46.00}, XX/XX/23 {$41.00}, XX/XX/23 {$47.00}, XX/XX/23 {$34.00} {$3.00} Service charges.
Handled by Customer Service Rep : XXXX. Card used flagged as fraud.
XXXX XX/XX/23 {$77.00}, {$90.00}, XX/XX/23 {$0.00}. {$2.00} service charges.
Spoke with Customer Service Rep : XXXX, she opened a service request : XXXX, and suggested I report the activity because the Debit Card company was responsible for returning my money.
|
| 08/10/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased gift cards from XXXX, and the product was not sold as described since they do not manage prepaid Visa gift cards. XXXX does not accept returns, so they sent me to InComm, who is the provider of the gift cards. I filed a dispute and provided all the documentation necessary to get replacements, but they are stringing along. I was advised this would be a XXXX working day process and called back after the 30 days only to be told they needed additional days. I called today XX/XX/23, and they told me to give them 48 additional hours. At this point, I am out {$400.00} total in gift cards which is not reasonable.
Incomm : Contact : XXXX XXXX Filed Initial Complaint : XX/XX/23 Sent back XXXX Requested Update : XX/XX/23 Kept Calling intermittently Last call XX/XX/23 Before I filed a complaint
|
| 01/23/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
We previously submitted a complaint because someone fraudulently used our gift card before we opened it from the original packaging. COMPLAINT ID XXXX submitted on XX/XX/XXXX.
The company responded that we didnt comply with the 60 day notice period. They did not investigate who used the card. Our card was canceled and we didnt get the money back. How are we supposed to be aware that the card was fraudulently used back in XX/XX/XXXX when the first time we used it was in XX/XX/XXXX. Therefore, we can not comply with the 60 days notice period if no one notified us that the card was used. And they have not identified who fraudulently used the card back in XXXX. We believe it was someone inside the company who had access to our card information who fraudulently used the card. We need our money back.
|
| 11/09/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
On XX/XX/21, Purchased a XXXX XXXX gift card for {$200.00}. On the receipt it says activation successful but went to go use the card and it would not work. Called the 800 # which is Vanilla Visa and they said the card was not activated. So I went back to XXXX and they said they can't do anything call Visa back. So I did. I provided copies of the card, receipt, and ID. They came back and said the receipt said misc even though all the numbers from the gift card are on it... they wanted a receipt that said Visa on it. XXXX went to their receipts and said they do not have a more detailed receipt. They said they emailed Visa. That's was 5 days ago. I am tired of going back and forth and want my {$200.00}. I have done nothing wrong but yet paying the price.
XXXX ref # XXXX Vanilla Visa ref # XXXX
|
| 05/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
My wife 's wallet was stolen out of her pocketbook while shopping at XXXX. There was a {$500.00} Vanilla gift card in the wallet. Only {$35.00} was used of the {$500.00} when it was stolen. A police report was filed, and Vanilla Gift card was notified on XX/XX/XXXX with the information. I do not have the card number, but I do have the serial number, original packaging and receipt from the store where the card was purchased. I have sent this information twice to Vanilla. The case number they gave me is XXXX. I have contacted numerous times about this case number, and they refuse to give me the card number and the balance left on the card. The last time I contacted them was on XX/XX/XXXX still with no information being provide. I would like to know how much is left and see if can be recovered.
|
| 03/30/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
purchased vanilla gift card for {$200.00} near end of XX/XX/XXXX to make a purchase with XXXX. i placed order with XXXX to find out the card had XXXX balance. i called and placed with vanilla a dispute that the dollars had been stolen. i received email stating my signature form had been received and could take up to 90 days to resolve. i followed up with a call on XXXXwas told it was in progress. called again XX/XX/XXXX, was told to call back 24 to 48 hours to get results of dispute. called again XX/XX/XXXX, was apologized to but asked for another 24 hours and call again. called again XX/XX/XXXX, now they are saying i did not return the required signature so nothing has been done. i have been very patient up to XX/XX/XXXX but now i am just getting a run around so i am filing this complaint
|
| 10/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/XXXX, on the same day of realizing, I reported that my vanilla gift cards were stolen from my office by either one of my employees or one of my customers. I called the company who distributes the card on XX/XX/XXXX. They stated The entire cycle can take 45-90 days, however, some cases are resolved before then.
The Electronic Funds Transfer Act states that they : - Must investigate the error and resolve it within 45 days ( which is be XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 11/03/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I was using a myvanilla card for my ex-pats NY state. They will not release my funds. I am on Social Security disability. The finds will not be released after I have submitted a copy of my drivers license and signed social security card. I had a friend put cash on the card and they will not release the funds after I called them twice and submitted the requested documentation twice. My name is XXXX XXXX XXXX. I received an auto-response email both times I submitted my claim. Now I am receiving notices from XXXX because they won't release my money. The first call was made on XX/XX/XXXX the second XX/XX/XXXX. I don't understand how I used cash money and they can refuse to release my funds. If I can no longer use their service fine but return my money. I can be reached email : XXXX or XXXX.
|
| 06/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I purchased a prepaid Vanilla gift card on XXXX day ( XX/XX/22 ) the next day we went to use the card and it was empty. When I checked the balance online, it was used somewhere else in the state. I filed a complaint and did everything they asked me to including send a photo of my ID and all sorts of things. They said I had to wait 3 months and I did. I called again after 3 months and they said they mailed it and it would be here on XX/XX/XXXX. I waited and it still did not come. I have emailed and emailed and emailed and have gotten XXXX response. I've called and waited on hold for over 35 minutes. The last time I called they said that the case was closed because I already received a new card. I told them I HAD NOT. They said they would send another one and here I am waiting AGAIN.
|
| 07/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased a Secure Spend prepaid XXXX gc for my son to use on a field trip.
Card was repeatedly declined despite verifying after purchase it had funds of {$100.00}.
After multiple unsuccessful calls to their customer service number and 45 minutes on hold was told the card has XXXX left due to transactions for online purchases at XXXX XXXX originating XXXX miles away. Told them I did not authorize those transactions. Was given a case number and told to email copy of card front and back, receipt, proof of legal address, phone and email.
Since this began I have been inundated with spam texts to my cell phone and have not received any resolution.
This card should not be for sale since I have read hundreds of similar complaints. Can't understand why it has not been shut down.
|
| 09/04/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
After receiving and activating a card on XX/XX/2020 for {$200.00}, two fraudulent purchases were made, one via XXXX for {$11.00} and the other via XXXX XXXX for {$150.00} on XX/XX/XXXX and XX/XX/XXXX, respectively. I called the card issuer on XX/XX/XXXX during which I was told I would need to get in contact with the merchants as there was nothing they could do to recuperate my funds. After getting in touch with XXXX XXXX on XX/XX/XXXX I was sent an email to reach out to the financial institution and file a police report. After going to the police department on XX/XX/XXXX I was told they needed proof from the card company that these purchases were fraudulent. After following up with the card company and speaking with a supervisor on XX/XX/XXXX, I was told no action could be taken.
|
| 03/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XX/XX/23 at XXXX XXXX I purchased a {$130.00} Vanilla Visa Gift Card with an additional {$5.00} activation fee at XXXX XXXX in XXXX, NJ. On XX/XX/23 at XXXX XXXX I checked the balance on the card at it was {$3.00}. Apparently someone stole the gift card number and purchased {$130.00} word of merchandise at XXXX. First transaction was for {$100.00} ( XXXX XXXX confirmation number of purchase ) and second transaction was for {$31.00} ( XXXX XXXX confirmation of purchase ). I did not authorize either of these purchases. Got in touch with the merchant ( XXXX ) and Vanilla Visa but neither party will reimburse me for the losses. I even have a document by XXXX that states they have located the fraudulent activity and shut the account down of the individual that stole the funds.
|
| 08/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX, I purchased four reloads of XXXX XXXX cards in the amount of {$500.00} each. Unfortunately, the first two reloads brought me to a $ XXXX monthly limit, and so Incomm did not load the remaining {$1000.00} cash into my XXXX account. Though Incomm makes it virtually impossible to reach them on the phone, I finally did, and was given an email address to send documentation. I did so on XX/XX/XXXX. On XX/XX/XXXX, Incomm send me another email, saying that they needed a utility bill. I do not understand why, if needed, that would not have been requested with the rest of the initial documentation, but I responded on XX/XX/XXXX with a copy of my electric bill. I have received no further communication from Incomm. They have stolen {$1000.00} from me and refused to refund it.
|
| 12/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The XXXX visa gift card was purchased from XXXX on XX/XX/22. The card will not work for any purchases. Attempted to rectify this with the company on XX/XX/22. I was on hold for 34 minutes the first time before I was told that the card number needed to start with a 1 and then hung up on. I called back, spoke with XXXX- I provided the card number which he stated he could see, asked my full name, and proceeded to ask if he could place me on a brief 2-4 minute hold, I replied yes and after - I was placed on hold for another 34 minutes, at which time I was hung up on. I called back again and spoke with XXXX who stated initially he could not find my card number in the system. Then XXXX provided me with a case ID number of XXXX and said to expect an email. An email was never received.
|
| 10/02/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a ring from XXXX using my Visa gift card ( received as a BDay gift ) and my personal XXXX. The bulk of the purchase was paid for using the gift card ( {$270.00} ) and {$58.00} on my XXXX. I returned my purchase to XXXX and SPECIFICALLY REQUESTED store credit ( because of the gift card ). Was told that was ok, so I followed all their requests to receive store credit. However, XXXX XXXX processed the return back to my gift card & XXXX and I no longer have the Visa gift card!
I have called XXXX MULTIPLE times to get a replacement card and the only thing they said they can do is open a case?
So I have {$270.00} on a Visa gift card that I cant get access to!! I am extremely frustrated because this is a lot of money and was a special gift from my mom for my birthday.
|
| 09/08/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Older American |
|
on XX/XX/2023 I ordered XXXX XXXX Visa gift cards from Vanillagift.com, as I have ordered from them for XXXX years. Order # XXXX. The cards, according to XXXX were delivered to my mailbox, including a pic of my closed mailbox. I never got the envelope. It was probably stolen by the driver. Never had a problem with XXXX, but it was XXXX XXXX XXXX and probably a substitute driver. So, I call Vanilla Gift and to ask for a replacement of XXXX XXXX cards. Called 5x, and every time I get a rep who has to connect me to the proper office. After holding on for XXXX minutes each time, ( 5x ) the call gets disconnected on their end. This is a massive waste of time and very upsetting. I thought this company was reputable, but I was very wrong. I have a reference # XXXX. Please help!! XXXX
|
| 09/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I bought a prepaid Vanilla gift card from XXXX store for {$500.00}.
When I was inside the XXXX I opened the card and immediately see the 4 digit out of 16 digit of the card is missing and thus can not be read.
While I was still inside XXXX I called the the Vanilla gift card customer service and informed them of the card issue.
They asked me to send them my personal documents which has a proof of my address as well as my driver liscence and a picture of the card with missing numbers and the receipt where I purchased the card.
I already email all my documents which they asked for to their designated email over 2 weeks ago.
However, I have not heard anything back from them and never sent me a replacement card at the address I provided them.
Thank you, XXXX XXXX XXXX XXXX
|
| 11/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
On XX/XX/2021 I purchased 4 Vanilla Visa gift cards from XXXX. On XX/XX/XXXX, I discovered all the money had been charged off one of the cards by someone else. I immediately called Vanilla Gift Card company to explain the situation. They opened a case and said I would receive an email from them. I never received an email so I called them again the next day. During this call I requested their email address so I could send them a copy of the receipt along with the other items they requested. Shortly after the call I emailed those items to the email address they provided. Since that time, I have repeatedly asked them if they received the items and if they were processing a refund or a new card. I have not received any response.
They assigned case number XXXX to this issue.
|
| 07/30/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Hello, I tried to call the Vanilla Gift Card company to set a pin and request to confirm the balance on it. We got this gift card as a wedding present and our friends notified us there were $ XXXX dollars invested in the card. I tried calling the company some days ago but they kept putting me on hold for about an hour and then hung up the call. When I go on the vanillagift.com website and type " Balance Information '' all that comes up is the option for me to purchase a card. So, I tried calling this morning at XXXX AM on XX/XX/XXXX again and entered the card information, it tells me it " invalid and hang up on me.
The full digits on the card are XXXX XXXX XXXX XXXX The expiration date is XX/XX/XXXX and the 3 digit code on the back is XXXX XXXXhank you, XXXX XXXX
|
| 11/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a prepaid Vanilla Visa gift card for the amount of {$120.00}, from XXXX on XX/XX/2023. I then came home to make sure that my card was active and realized that there was no CVV/security code on the card. It took several tries, but I was finally able to connect with a customer service representative. The representative told me that I should still be able to use it in stores. The following morning I went back to the XXXX that I purchased the card from and explained what happened. I then tried to purchase a small item in the store only to realize that the magnetic strip did not work either. I do not feel like Im going to get anywhere with this company. I know that {$120.00} may not seem like much to most, but for me that was going to be used towards XXXX.
|
| 10/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have XXXX vanilla gift cards one card I activated it had a XXXX XXXX balance and it was used at a target not by me. I believe it was used on the XXXX of XXXX. I got another XXXX XXXX gift card and it came with the last XXXX digits scratched off as if it was scratched off with a key and It is still in my possession but I can't activate it or check my balance. After doing research this is a big problem going on that many people dealt with either the fraud or the serial number scratched off. I have got in contact with vanilla customer service and its hard to understand them because they are from over seas also they ask for too much personal information like pictures of my id it is not a trust worthy customer service so I refuse to give them personal information.
|
| 04/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX, I purchased a {$500.00} XXXX XXXX Gift Card XXXX at XXXX in XXXX XXXX. I have never been able to use this card as each time my transactions were declined. A couple of weeks later, I eventually checked the online account of the card and saw that 3 transactions have emptied the balance of that card. Transactions on XXXX and XXXX. I have never processed those transactions and the card has always remained in my drawer. On XX/XX/XXXX, I eventually filed a claim with InComm ( XXXX XXXX ) the issuer of this XXXX XXXX. On XX/XX/XXXX, I received a confirmation that the refund was approved and that I will receive a new card. Few days later, I have received a replacement card XXXX with only {$16.00}. I contacted again InComm but have not received a response.
|
| 11/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
My XXXX year old son was given a vanilla gift card for his birthday. There was a XXXX charge on the card that he didn't authorize. He said a game XXXX XXXX he tried to download and it asked for the card number but said there would be no charge. It did charge him. I called the company twice to initiate a dispute but the phone kept hanging up. I went on their website and there was nothing in regards to a dispute process. Almost like they don't want anyone to know how to dispute. I need this issue rectified immediately please. I want the XXXX transaction disputed and refunded back to the card number XXXX XX/XX/27 XXXX immediately.
The XXXX XXXX is associated with this card and serviced by incomm financial services. They are responsible for making this right.
|
| 09/09/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
On the XXXX of XXXX, I was told a replacement card would be given for funds being used without authorization in the amount of {$500.00}. It has been much longer than the 7-10 business days they said it would take, and I do not want to end up waiting up to six months like many others have had to do. Representatives did seem helpful at the time, but it is becoming clear that they either have no intention of correcting their mistake, or wasting time and causing emotional duress through redirection. I feel like I am being given the runaround and will be speaking to Incomm representatives soon. I think this company should have been investigated long ago and should have to pay for incurring damages beyond the scope of what the value of the cards were at the time.
|
| 11/01/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Re Vanilla Visa Gift Card, XXXX XXXX XXXX XXXX spoke by phone with Visa GC rep regarding {$50.00} gift card received in XX/XX/XXXX -- XXXX balance on card. XXXX stated card " had been used XX/XX/XXXX out of XXXX XXXX for an XXXX purchase ''. I received the card in tact in XXXX, and therefore made no transaction. I was told by rep investigation could take " up to 90 days ''. I submitted a detailed letter to Vanilla Visa Gift Card customer service address in XXXX XXXX on XX/XX/XXXX, with no response. A follow-up letter was sent XX/XX/XXXX, am awaiting hopefully for a response ; however, dim. I am asking for your assistance at this time to have Vanilla Visa Gift Card company to honor their agreements, and provide me with a VALID {$50.00} gift card. Thank you.
|
| 09/13/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
XXXX weeks ago I attended an event where I won a XXXX {$100.00} gift card. Over the weekend I decided to use the card, when opening the packaging I noticed the last XXXX digits of the card was scratched off or removed from the packaging and I was was unable to. After looking over the card I see that I had to call to activate the card. I called the customer service team and explained that the last XXXX was missing and I was unable to provide that information. I was told by the rep that without the last XXXX digits they could not activate. They asked I send images along with a copy of the receipt. I explained that I did not purchase this card and would not be able to obtain this. I was told that my case would sit pending until I provided all documentation.
|
| 07/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Today is XX/XX/XXXX I bought a Vanilla Visa gift card with a value of {$100.00} for {$100.00} this morning at XXXX XXXX from a XXXX store in XXXX, Colorado. I opened the card package to find that the card has 12 digits on the front, not 16 digits. Visa cards should have 16 digits. It also had no CVV code on the back. It should have a 3 digit code.
I returned to the XXXX store and talked to the store manager. She said there was nothing she could do to help. I tried to use the card to make a purchase at the XXXX store with the help of the manager, but the card was declined.
I called the number on the back of the card ( XXXX ) and after waiting on hold for 15 minutes, a representative answered and then hung up on me as I attempted to answer her questions.
|
| 10/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I received a Vanilla gift card as a wedding gift but the last 4 digits are scratched off so I am unable to use it. I reached out to Vanilla customer service and informed them that it was a wedding gift and we received many of these cards and do not have a receipt. I also don't know who gave this specific card as we received many of them. They requested my driver 's license and a picture of the card, and receipt. I provided a picture of my license and the card, but I reiterated to them that I do not have the receipt as it was a wedding gift. The customer service rep confirmed there was {$250.00} on it. I don't even need a new card, I would be fine with knowing the last 4 digits so I can use it online, but they have continued to ask me for the receipt.
|
| 06/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I purchased several prepaid cards from XXXX, two of them were never activated. XXXX activated one, but the other still does not work despite several calls and emails. XXXX finally referred me to Vanilla visa who asked me to send them my license, receipt and copy of the front and back of the card on XX/XX/22. They advised me at that time to wait XXXX hours. I have called several time after waiting XXXX hours and now they say wait another XXXX hours. At this point this is theft, all I want is my money back or a new card, a simple request. Today when I called for the 10th time I am told to wait for XXXX hours because they are waiting on XXXX response. XXXX hours is the response given to me on each call and it has been almost a month with no resolve.
|
| 12/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a {$250.00} Vanilla Gift Card from work. I activated the card early in the week of XX/XX/XXXX. There was {$250.00} on the card. I went to use it on XX/XX/XXXX to get coffee. When I went to use it, there were no more funds on the card. The balance was {$0.00}.
I went online to check what happened. The card was drained at a XXXX in California for all of the {$250.00}. I live in Rhode Island. I did not use the card. The card was hacked and drained of all the funds.
I filed a claim with Vanilla Gift Card, but I have yet to hear back from them. Per my research in trying to solve the matter, draining of prepaid cards is a known issue for this company, unfortunately.
I am looking to have the issue resolved and have the funds refunded.
|
| 07/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased {$150.00} vanilla prepaid card on XX/XX/2023 from XXXX. Upon opening the card find out that card is faulty as CVV number is not printed on the card and because of that unable to use card anywhere. Called customer service and they created the case ( case number - XXXX ). Emailed all the required documents ( i.e. proof of purchase, card front and back photo ) on XX/XX/2023. They advised to wait for XXXX business days. Even after XXXX business days nothing happened. Called customer service so many times and every time they provide the same response that they have escalated the case and wait for another XXXX hours but no resolution yet.
Neither i have received replacement card nor any update on the case.
I have to beg for my own money.
|
| 03/27/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received a prepaid {$500.00} Vanilla Gift card as a gift. Verified that the card had {$500.00} on the gift card with the company however the gift card will not work with merchants. The card is not usable when scanned! Contacted the company number provided on the back XXXX of the card. Spoke with representative and explained that the card is non usable, there was also no security code number on the back. The representative indicated there was nothing that could be done unless we had a receipt to prove that we bought the card. I indicted that the card was given as a gift and we did not have the receipt.
Vanilla Gift Card purchased in Colorado in XX/XX/2023 The company will not examine why the card is not usable nor will they replace the card.
|
| 11/19/2015 |
No |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
|
|
Found tow trailer on XXXX. Contacted seller and they informed me that they were out of town and that we should use eBay. I agreed and she set up an account on eBay. eBay sent me an invoice and instructions to by PayPal My Cash gift cards and email them the PIN numbers and they would hold the money until I instructed them to release it and that I had inspected and accepted the trailer. I followed their instructions and once I gave them the PIN numbers eBay XXXX sent me a email that they had received the money. I tried to communicate with the seller but never got any response. I started investigating and have filed a dispute with PayPal and a Police report with the XXXX Ca. Police Dept. Case number is XXXX. PayPal My Cash dispute number is XXXX
|
| 08/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I received a Vanilla Visa Gift Card as a gift, with a balance of {$50.00}. I've already registered the card as a debit card and it is active until XX/XX/2030. In the past month, I've tried to use it at XXXX, and the transaction is always denied, even though the purchase amounts were less than {$50.00}. I've tried to contact the company via the phone number listed on the back of the card, but none of the outgoing prompts are particular to this situation. There is no prompt to speak to a live customer service rep, and there is no email address to contact them. My only way to reach them is to send a letter via the US Postal System, which is very inconvenient and time consuming, and there is no guarantee they will respond to my request for help.
|
| 12/01/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
I purchased a Vanilla Visa Gift Card from a merchant ( XXXX XXXX ) and put {$330.00} on the card through the merchant. The card was to be used to pay a critical utility bill.
When the card was opened, there was no Security Code on the back. The box was blank. Called the Vanilla Gift Card number and they put a hold on the card and told me it could up to 30 days for a new one or refund. I sent all of my card pictures, personal ID and receipt to the email : XXXX. I am concerned I am out of my money.
I am not able to get any resolution to getting my {$330.00} back. It was used to pay a critical bill but because it was deemed as a fraudulent card, I have not been able to get my {$330.00} back.
Please help me get my funds back. Thank you.
|
| 01/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
This card was a gift valued at {$500.00} and I received it in XX/XX/XXXX. It was in a drawer in Washington XXXX DC. In XX/XX/XXXX, I checked the balance and it was {$2.00} and there were 5 transactions totaling {$490.00} that occurred on XX/XX/XXXX at " XXXX 's '' which appears to be a grocery store in California. As soon as I discovered this I called InComm Customer Service and submitted a fraud dispute along with all the required documentation. The email told me that I would receive an email resolution in 45-90 days. Nearly 9 months later, I have not received any correspondence despite following up twice. This is clearly fraud and they have not protected their data as the card was no where near California when the transactions occurred.
|
| 01/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I received a {$100.00} Vanilla Visa Gift Card as a gift and went to use it and it would not workthe package was unopened prior to me accessing it.
I contacted the card distributor, InComm Financial Services and was told to send pictures of the card and my license to them ( I was given a XXXX # XXXX ). I did that on XX/XX/XXXX and never received a response. I explained to them that I didn't have a receipt for the Gift Card as it was a gift.
I called them on XX/XX/XXXX to see why they haven't responded and they claim they didn't receive my email so I resent it to them.
I did an online search and found that there have been complaints against this company where people have had the same issue. Links below.
XXXX XXXX XXXX XXXX XXXX XXXX
|
| 05/11/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I purchased a {$200.00} virtual Vanilla gift card from XXXX with order # XXXX.
I forgot about the card and tried to use it this past XXXX, XXXX however, the card had expired on XX/XX/XXXX. On Vanilla gift card 's website it says vanilla e-gift cards don't expire for 9 years. I called and Vanilla would not re-issue me a new card and told me I had to talk to XXXX. I contacted XXXX and they asked for information. It took over a month to get ANY kind of resolution and they remarked that I had to speak to Vanilla. I am troubled by both XXXX and Vanilla Gift 's card response to me.
I have attached the gift card, screenshot of the order, and the information on Vanilla 's own website of the expiration of gift cards.
Thank you
|
| 09/13/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchase a Vanilla Gift card on XX/XX/XXXX. The card has no expiry. The recipient tried to use in XX/XX/XXXX, and he was unable to use it. He called the customer service on the " back '' of the digital gift card on XX/XX/XXXX, and they informed him they would refund me for it. I can see that there they have zeroed out the {$100.00} balance from the gift card, but I have not yet received a refund. When I called them, they told me that the recipient has to call them to " verify '' certain information in order for me to be refunded for my purchase of the gift card. I have since been on hold for 30 minutes after I asked to be escalated to a manager. Based on online reviews of this company, I don't anticipate they will resolve this for me.
|
| 08/01/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
I purchased a vanilla one prepaid card from XXXX in the amount of XXXX dollars. A couple of hours after purchasing I noticed four purchases that I dont authorized nor make in the amounts of XXXX, XXXX, XXXX, and XXXX dollars. I immediately phone vanilla one about these transactions and they did cancel the card. I also reached out to where to the company where these unauthorized charges was made and they was very helpful and attentive. They communicated with me in a timely manner, unlike one vanilla, and they told me since this was a prepaid card I need to contact one vanilla. Ive have called and emailed them several times, which is documented, about my dispute of XXXX dollars. I still have the receipt and packaging of proof of purchase.
|
| 12/08/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Vanilla Gift Card.
Apparently I went to a scam website that looked just like Vanilla to register a gift card I had just received.
As I was completing the process a pop-up showed a warning, something pertaining to a XXXX website, but it was too late. I confirmed that I had been scammed when I tried to use the card myself 10 minutes later and it was declined. When I called vanilla, they did see that the card was locked and that there had been a transaction for the full amount, but it wasn't where I tried to use it.
The real Vanilla says I can call back on XX/XX/XXXX, and they will start a dispute and MAYBE I will get my money and they HOPE I will get my money.
All of the card info went here : XXXX XXXX XXXXXXXX and I'm out {$50.00}
|
| 09/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a vanillagift Visa Prepaid Debit Card from XXXX, XXXX XXXX on XXXX XXXX for {$100.00}. This was a gift for one of my friend. On XXXX XXXX, my friend told me that the card can't be used, as he couldn't locate any CVV number. He sent me pics of the card and he was right, the card didn't have any CVV number.
I was able to locate th
e Card Authorization receipt that store gave me. I tried calling their number on c
ard, XXXX ( XXXX ) XXXX it was all automated voice and none of the options matched with my question - " how to use the card without CVV? '' I searched internet got another toll free number for vanillagift Visa Debit Card- it had different voice prompt, I waited for 10 mins to speak to a representative and then gave up
|
| 07/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/2022, I went online to check balance on a " Vanilla visa gift card '' it had {$13.00} left of original {$100.00}. When I went to store to use I was told there was XXXX cents left.
When I went to check balance online could see that numerous charge for XXXX cents and {$1.00} were made to " XXXX XXXX ''.
I feel the website was hacked since it took be to an illegitimate website from the real one. When I called the number on the back of the card XXXX XXXX XXXX XXXX, they were unconcerned about their websites security and told me to call back in a week.
I am not as concerned about the {$13.00} as I am about the scam and the cards lack of concern and that is why I am reporting to you in hopes that these scammers can be stopped.
|
| 09/15/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
XX/XX/2022 I bought a {$400.00} XXXX gift card from XXXX and I tried to purchase something online and my card got locked, when I called the gift card service to get it fixed they said it was suspicious website was probably a scam that I purchased from so they locked my card and I requested a card and didn't receive it so I called them and requested another card and I still didn't receive and for my first card request they sent it to the wrong address the second request they made me wait 20 days just to request for a second card so I decided to request for a check of my money back and it's been almost two months it's XX/XX/XXXX, and I still haven't gotten my refund and I called them today and they said I have to wait another 3 weeks.
|
| 03/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
Received a vanilla gift card for XXXX XX/XX/XXXX for {$200.00}. On XX/XX/XXXX went to activate and it said I had a 0 balance. After signing into account and reviewing account transaction a transaction for XXXX was made on XX/XX/XXXX which I did not make for an advertising? I immediately called customer service who started and report and said the dispute center would notify me. I received an email from them on XX/XX/XXXX with the dispute package to fill out which I filled out immediately and received receipt that they received on the XX/XX/XXXX via email. Per email they had 90 days for refund. I have send emails on the following days with no response XXXX and have received no refund. I am totally disgusted, this is unacceptable.
|
| 11/09/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I purchased XXXX Vanilla Gift ( VISA debit ) cards last year. But these XXXX cards were stolen by someone else. I have contacted the Vanilla company for almost XXXX year, and provided them as much information as they needed. But every time, when I call them, they just replied I need to wait for another several days. I don't understand what's going on here. Are they doing this on purpose? My case numbers are XXXX and XXXX.
I have file a complaint before. Later, the company agreed to send me the refund, but they never did. Then the complaint was closed. I have called the company several times. They said they need to further investigation and let me to wait for more days. The company is dishonest, and they lied to you as well.
|
| 12/24/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
Servicemember |
|
I received a vanilla gift card from an employer for {$200.00} XXXX gift on XXXX XX/XX/2021. I went to the website to activate the card and it said there was {$200.00} balance! The next day I tried to use the card at XXXX XXXX and it was declined. I went back to the website and the card was invalid! I then called customer service and she said XXXX was charged by an online merchant! Looking at the XXXX there are hundreds of complaints of fraud from this company. There is no way without insider connection that anyone would know how much money and when the card is activated! I received an email to fill out a form to disagree with purchase but I am hesitant to give any of my personal information to a company without any security!
|
| 01/13/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I sent to Vanilla Visa Gift Card at an e-mail address requesting replacement for two lost gift card on XX/XX/XXXX. I had also called them numerous times prior to this. I enclosing all the information that they asked for. I was told to send the first email to XXXX XXXX, 2nd to XXXX. I was told the first two email were wrong. On XX/XX/XXXX ; I called to get the status for case # XXXX, Vanilla Visa Gift Card stating that they didn't have the information. I was given another email : XXXX. I feel that I'm being giving the run around and that they do not want to paid for lost cards. The total amount is {$670.00} dollars. This is not an amount that I can just dismiss. They should not say they will replace when in reality they do not
|
| 08/30/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I tried to use the card directly on merchant websites XXXX, kinguin.net, but that did not work. I then tried to use the card via XXXX but that did not work either. What is the point of having a gift card that you can't use? I called the company to register it but they just assured me it would work. They said that they did not receive any transactions and told me that I may have been entering the card info incorrectly. Tried to enter my card information multiple times and it still did not work. I then searched the web and discovered other people who have the same exact issue as me who never got their card to work. When I called back to get a refund they told me that it would take up to 2 months to receive a simple refund.
|
| 03/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XX/XX/XXXX, I called customer service for my card, because I lost the original card, I can't provide them with the serial number, I was not told to keep the serial number when I bought the card, I just kept I got my card information and receipt, but they locked my card for no reason and asked me to provide the serial number, so I could only send them an email to provide them with my purchase receipt. I had a recording and the customer service answered my card There is XXXX dollars in it but can't give it to me, ask me to provide the purchase receipt, I have sent it many times but it has not been resolved to me, I have been waiting for more than a month, I hope it can be resolved as soon as possibleXXXX XXXX XXXX XXXX
|
| 01/27/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I have Qty. ( XXXX ) go enjoy gift cards, I went to use them at one of the restaurants ( XXXX XXXX XXXX ) the restaurant could not process the gift cards. The manager said they have had problems with these gift cards for over a year, he said you need to go to there website ( XXXX ) and select redeem and pick your restaurant and you will get an email. The website did not say anything like that an actually just says the card should be able to be used at any of the restaurants printed on the front of the card and the cashier just selects credit. I also tried calling the XXXX number ( XXXX ) this was no help either as you cant speak to a human. The date we tried to use the gift cards at XXXX in XXXX NY was on Monday XXXX.
|
| 01/25/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a {$100.00} Vanilla Gift Card on XX/XX/22 from XXXX. My son activated the card and made a purchase for {$13.00} on XXXX account. On XX/XX/22, he attempted to make another purchase and learned that card was declined. After multiple attempts to use the card, he logged into the Vanilla Account and learned that the card only had a balance of {$0.00}. There were XXXX unauthorized charges for a total amount of {$86.00} on the account from the XXXX XXXX. I called the Vanilla account and reported the fraudulent charges and was informed to file a complain with XXXX. On XX/XX/22, I submitted the complaint dispute online to XXXX and received a Ticket # XXXX. I was informed that it would take 45-90 days for an answer.
|
| 06/23/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
I have not received {$100.00} ( paid {$5.00} fee ) Fathers Day card Vanilla confirmed in XX/XX/23. It has now been 11 working days; allowing 3 business days for processing 8 days later wouldve reached me by XX/XX/23. Visa states card will be received in 6-7 business from date of order. ( See below copies of your confirmation email. ) As of XX/XX/23 XXXX XXXX, I have called customer service 4 times each with excessive wait times; sent email XX/XX/23 ; checked on vanillagift.com ( no record of order ).
Now Ive been told I have to wait 15 days from XXXX-with no explanation. Asked to speak to a supervisor call was dropped after 17 minutes of holding, 2nd hold to speak with supervisor waited 57+ minutes-never picked up.
|
| 10/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I purchased a Vanilla Gift Card for {$470.00}. From XXXX on XX/XX/XXXX and the card was missing most of the card number and the strip was damaged so I could not use it. I finally was able to reach a live person on XX/XX/XXXX who said to email copy of receipt, photo of drivers license, and photo of card. I was told takes up to 30 days to get new card. So I called XX/XX/XXXX since no card came. I was told it was sent on XXXX so I should get it. Nothing. I called every week after that. Then I was told to speak to lost card department and they said on XX/XX/XXXX to email the same info I sent on XXXX XXXX Then I waited nothing. Called on XX/XX/XXXX and they said to email photos again. Now its XXXX XXXX and still nothing.
|
| 08/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a prepaid XXXX XXXX card from a local convenience store on XX/XX/2022. The card was to be given to my son to be for school purchases. This was a variable load Visa card and I chose to load {$500.00} to it. The card did not activate properly and when I check its balance there is none. I have contacted Incomm at least 5 times as XXXX XXXX to fix my card but I keep getting the run around and told to wait XXXX hours and call back. Upon my first contact they requested pictures of the gift card front and back, a copy of the purchase receipt and a copy of my ID, all of which were provided on XX/XX/XXXX. I am out {$500.00} as of XX/XX/XXXX and have not received a working XXXX XXXX XXXX nor a refund. Please help.
|
| 05/17/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
Hello back in the end of XXXX i got married and i got a vanilla gift card as a gift from a relative, i activated it and a couple days later i tried to use it just to find out it was already used even the last pennies i never used the card and none used it because i had it in my wallet i contacted vanilla customer service which is very complicated to reach them it took me forever but i got to them finally, i explained them what happened and they said they were going to find out what happened and it has been almost three years and now when i try to check the card it says number is invalid, does not make sense bacause it clearly says it never expires amd the exp date is XXXX and of course i can't get ahold of them.
|
| 08/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought the securespend prepaid mastercard to pay my internet bill. The card does not have valid no any zipcode attached to it, making it invalid for any and all online purchases. I put XXXX dollars on the card to pay my bill, you can only be physically there to use this card, it says you can use it to pay bills online. No It can not as iv tried every avenue and every number I call including the back of the card provides no help and only computer voiced options that do not connect you to someone who can help. This should be highly illegal as all online purchases require a zipcode. These cards have not one option to add one, they only work as credit which is not what they are advertising on the card packaging.
|
| 07/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XX/XX/XXXX purchased vanilla gift card, loaded XXXX cash on card, for my teenager to use while I was on vacation.
XX/XX/XXXX discovered card had XXXX of XXXX numbers, card will not work.
XX/XX/XXXX called XXXX, on hold over XXXX min total, was hung up on XXXX.
XX/XX/XXXX returned from vacation XX/XX/XXXX called 3 times, finally spoke w/someone. Emailed copy of card and receipts. Told they would mail new card.
XX/XX/XXXX follow up call, told they are still investigating, will have decision on XX/XX/XXXX XX/XX/XXXX follow up call, asked personal info, told still investigating. I questioned why, when proof of cash purchase and faulty card was provided. Internal investigation needed, and customer compensation.
|
| 01/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On three separate occasions I have been given a VanillaGift giftcard. It advertises that it acts like a general purpose, but non-reloadable debit card. On all three occasions, the gift card balance had been removed shortly after my family member had purchased the card, but before I had received it, the balance was drained. Customer service is difficult to contact and set the expectation that I would not receive any money back, though they did initiate a 90 day dispute process.
This pattern leads of drained balances leads me to believe the company may be either pocketing the money itself, or designing their product so poorly that it nearly guarantees theft.
The three amounts stolen were XXXX, XXXX and XXXX.
|
| 01/06/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I was gifted a XXXX XXXX XXXX XXXX with a value of {$250.00}. The card has never been opened or used. The card can not be used and Im being told the money is not on said card.
Ive contacted the company twice now & after HOURS of holding, run around & having to send in ridiculous information, a case has been opened.
I was originally told up to 21 days and now being told XXXX. They admitted they could see the card had not been used and there were no transactions made yet.
After a quick XXXX XXXX XXXX XXXX post regarding the situation, its obvious this company makes a continuous habit of whatever scam they are pulling. They need to be throughly investigated and shouldnt be able to keep doing this to people.
|
| 01/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XXXX, I purchased three {$50.00} XXXX XXXX XXXX from my local XXXX Store to give as gifts for XXXX.
On XXXX, my daughter went to our local XXXX store and tried to use it and was told by cashier that there was no money on it. I then had my son check the other two {$50.00} XXXX XXXX XXXX and they had no money on them as well. XXXX told me to call XXXX which I did on XXXX. After over an hour the gentleman told me he would look into it and e-mail me something in 5 minutes. My case is # XXXX.
I never received an e-mail, so I called again on XXXX. Again, after an hour of waiting the gentleman told me I'd have an e-mail in 12 to 24 hours. As of today, XXXX, I have not received an e-mail in regard to my case.
|
| 02/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I have an issue with a prepaid visa card that I purchased at XXXX in XXXX of XXXX. Upon trying to use it for the first time there were already unknown charges attached to the card that I did not make. I called customer service who sent me an dispute package and I filled it out and emailed it back. When I did not hear from them I called again and they told me it was never received so another email was sent and confirmed XX/XX/XXXX. To date no resolve has been applied to my dispute and every time I call the call is outsourced to another country and the language barrier makes it impossible to get any clarification. There is no direct number to the dispute dept available and all I want is my gift card replaced.
|
| 08/31/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
On XXXX-19 I was giving a onevanilla ( Incomm ) gift card with the amount of {$200.00} on It. I logged in the website provided on the card to try to find the balance as it was a gift card. The Website showed nothing but the same page. Later that morning I call to find out the balance via 1 800 number. To find out that it was XXXX that 2 purchases was made to the apple on line store of XXXX and of XXXX to the apple on line store on XXXX-19 at XXXX XXXX. I Contacted the one vanilla ( Incomm ) company and they advised contacting XXXX. XXXX can not do nothing about it. One Vanilla has sent me a dispute packet that I have sent back to them several times and saying they are not recieving anything.. Out {$200.00}
|
| 03/31/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a Vanilla Visa XXXX for the amount of {$50.00} plus fees. It was supposed to be delivered within 24 hours if not sooner. After a few days the recipient still did not receive it. She looked in junk mail, deleted and her regular email account. I wanted to cancel, but after different phone numbers and numerous phone calls I was not able to resolve it. When I did get an answer the woman did not seem legit. Many clunking noises as she looked up my account. Said it was delivered, but was not. Created a dispute with my credit card, but then the recipient found three in her deletes which was not there before. I am unsure if there is a balance, but will check with friend. Terrible customer service.
|
| 04/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
XX/XX/2022 I purchase two {$100.00} prepaid XXXX XXXX and XXXX XXXX XXXX. I was unable to spend them it kept showing no money. available. I phone XXXX on XX/XX/XXXX and reported it. I provided them with the card numbers and I was told the cards had been used to pay XXXX insurance and XXXX. I advised I never used the cards and they were presence the entire time. I was told a fraud investigation would occur and I would be emailed documents in 7-10 days to complete and return. I was provided a claim number. I never received the emails.
I phoned a second time and spoke with a representative provided my claim number and was advised the same scenario and to look for an email from XXXX. Today no response.
|
| 07/13/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I placed {$150.00} credit on XX/XX/2022 at XXXX in XXXX XXXX, CA on Vanilla Visa Gift Card Gift card gifted to my daughter Daughter unable to use it She called the XXXX company and they said the card was blocked.
Mentioned that the card has been used by another user. Would take 90 DAYS to investigate, no direct way of receiving my money back!
This seems to happen a lot with this company according to research -may be the company itself disguises- through a scammer. Asked for a lot of personal information to make a " dispute '' to get my money back and would need to send a copy of the government ID?! Smells like identity theft coming for me too. This is an awful company and needs to be shut down!
|
| 10/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a Vanilla Visa Gift Card in the amount of {$100.00} in XXXX as a gift to a friend. The card was purchase back on XX/XX/23. My friend tried to use the gift card two weeks ago but the entire security code in the back of the card was missing. It looks like the security number was erased. I spoke to a customer service representative at Vanilla XXXX XXXXXXXX name XXXX, and he asked me for my personal information such as my date of birth, address, etc. After that, he gave me an email address XXXX so I can send a copy of my driver 's license and the copy of the receipt. This sounds like a scam, something similar happens to one of my friends in the past and he was a subject of identity theft.
|
| 07/21/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
The card was turned down at a movie theatre on XX/XX/22. I called the number on back of the card and the recording said the card was invalid. I went online several times on XX/XX/22 to enter the card information and the prompt said the system was experiencing problems several times and to try again later. I called the numbers listed on the Vanilla Gift Card and they were both incorrect. One number was a XXXX company and the other was a XXXX XXXX XXXX company that said I needed to listen to their offer first before assistance and when I questioned them they hung up on me. Impossible to get live person assistance after trying numerous times. Please help me in what appears to be a dishonest company.
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Was given a Visa pre-paid gift card. Rejected for in-store purchase. Using an online-provided service, I found three fraudulent charges that had taken the balance of the card ( originally loaded with {$300.00} ) to {$1.00}. Called Visa pre-paid card services six times to get this issue handled. Was only able to reach a human operator once, and that person then put me on hold to see an " accounts specialist ''. I was kept on hold for another 1.5 hours before the call was suddenly dropped. The " Help line '' for Visa Gift Cards is just an automated message that tells you to either call the number on the back of the gift card, or steps to take to buy a new gift card, with no other options available.
|
| 04/06/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The vanilla gift card I bought for my XXXX year olds birthday on the XXXX of XXXX at the XXXX. We put XXXX $ on it We opened it and went to activate it and use it and it said it was already used for XXXX $ but we paid for it at XXXX and it said it was used at XXXX that day online which it was only XXXX when it was paid for then the lady il me sorry man I can't help you and hung up on me. I called back and sat on the phone for 3 hours for her to tell me I'm sorry I can't help you call back another time. I was balling my eyes out by the end of the conversation I spent literally my last dollar on that card..they stole my XXXX year olds b day money. Unbelievable seconds after i bought it on the XXXX
|
| 11/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I have been trying to have this discrepancy addressed for over a year now, can someone please look into this?
I have done everything as asked and returned all requested information to comply and resolve this issue to get my money back, but yet to no avail.
Ticket number XXXX is STILL OPEN and there is still a balance of {$530.00} that I was told that was returned to my Vanilla gift card XXXX exp. XX/XX/30, which is now an invalid card or number to be used.
This seems to be a mistake because ONLY {$180.00} was on the card!
How do I go about getting my balance of {$350.00} which SHOULD BE ON THE CARD, but isnt??
Will a check be issued in place of the card replenishment of the {$350.00}?
|
| 08/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I Bought a Vanilla Visa ( XXXX XXXX XXXX ) Gift card for XXXX $ from XXXX. Upon opening the card i found that it was missing last 4 digits. I also could not activate it or use it in store.
I first went back to XXXX but they said all sales of gift cards are final.
I then reached out to Vanilla Visa and raised a complaint.
They asked me to send all the info - receipt, card photos to XXXX.
I did that.
They gave me a complaint number - XXXX However, after that it has been radio silence. Everytime i call, i am put on a long hold and they keep saying it will take 30 days for a resolution.
Now i am out XXXX $ and wait for XXXX $ to be back until they determine the issue that they caused.
|
| 12/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
-- a friend gave me {$100.00} gift card purchased from XXXX.
-- activated the card on XX/XX/XXXX then forgot about using it.
-- checked the balance yesterday ( XX/XX/XXXX ) and found out that the balance became a XXXX. there is no purchase history but XXXX XXXX.
-- the XXXX states that there is no fees what so ever regarding the maintenance fee.
( FAQ ) " Are there monthly fees or usage fees with my Vanilla Gift Card?
There are no fees associated with your Vanilla Gift Card, other than the purchase fee. '' XXXX XXXX XXXX XXXX XXXX -- can not reach any human staff by phone number on their website.
-- ridiculous to know that {$100.00} just disappeared after two years without any purchase
|
| 04/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On Friday, XX/XX/XXXX, I purchased a XXXX prepaid visa gift card for the amount of $ XXXX with a {$5.00} activation fee from XXXX XXXX to use to pay a bill. I logged into the website fine the first time and saw that my money was there. Everything seemed fine at first, but after I set a PIN number, I was unable to log back into the website. I tried multiple times and each time I was told that my card number was invalid, despite me inputing it earlier. I am unable to reach customer service whatsoever despite calling multiple times. Upon further research I have learned that XXXX has a history of fraudulent activity and scams and I just want my money back and to never buy from this company again.
|
| 07/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Servicemember |
|
I bought gift cards to use on vacation, however they was compromised. I contacted the company, they've yet to update me or return the funds. They put the cards on hold as of XXXX XX/XX/XXXX. I logged into the account listed are the merchant it was used for and the amount.
{$200.00} Gift card XXXX XX/XX/22, XXXX PM XXXX XXXX - XXXX - {$200.00} {$200.00} Gift Card XXXX XX/XX/22, XXXX PM XXXX - XXXX - {$99.00} XX/XX/22, XXXX PM XXXX - XXXX - {$99.00} Balance of XXXX on hold {$200.00} Gift Card XXXX XX/XX/22, XXXX PM XXXX XXXX - XXXX - {$200.00} {$100.00} Gift Card XXXX XX/XX/22, XXXX PM XXXX - XXXX - {$99.00} Balance of XXXX on hold I attached screenshots of proof I paid for the gift cards.
|
| 02/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I purchased a Vanilla Visa card for my grandson and he was told there was insufficient funds for his purchase. I checked his account and found fraudulent charges as follows : {$68.00} on XXXX,22 {$68.00} XXXX XXXX/XXXX/22 {$9.00} XXXX XXXX/XXXX/22 {$1.00} XXXX XXXX/XXXX/22 I filed complaint case # XXXX and was told it would be 60-90 days to investigate I finally got a letter saying the case was resolved and I would receive a replacement card.More than a week later I got the card and when I activated I found they returned only {$78.00}. They still owe me {$69.00}.
I saw a report on XXXX evening news about Vanilla Cards issuing cards with XXXX balance.This company needs to be investigated!
|
| 09/01/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
I had activated a card on XX/XX/2019. My wallet was stolen, and took some time for me to get it back ( after filing a police report.
Once I got the card, I noticed it expired XX/XX/2019. That is 6 months after being given the card. It has a {$210.00} balance. I tried using the card XX/XX/2019. 1 day after expiration. I looked at CFPB and it stipulates these cards must be good for 5 years. This is 5 months time passing between receiving card, and so called expiration. I called the company and asked for a settlement, or a replacement card. They said no. They have literally taken {$210.00} from me, 5 months after it was issued, a new dad who can not afford to have {$210.00} just stolen away!
|
| 09/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Vanilla Gift Card 16 digit gift card number is scratched out so I could not see the entire number.
I purchased a Vanilla Gift Card for {$60.00} on XX/XX/2023 at a XXXX XXXX
When I opened the gift card part of the card number was scratched off.
I called Vanilla at XXXX. The customer service representative said I would have to provide them with a copy of my driver 's license and also them my birth date before they would log my request into their system.
I was not comfortable providing them with my personal information and asked if I could just give them a copy of the gift card. They said they could not log my request without me providing them with the requested personal information.
|
| 06/17/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I recently filed a complaint with CFPB ( # XXXX ) against Vanilla Gift Card regarding XXXX {$200.00} gift card. I received an email today from CFPB that my claim has been closed due to InComm expediting a replacement card through FedEx. This statement is FALSE and fraudulent!!! Not only have I not received a replacement card but InComm does not have my mailing address so how can they FedEX me a replacement card??? This is deceptive and this company should be shut down for lying to a government entity to close a claim. I am asking that I receive my replacement card electronically ( e-gift card ) sent to my email address XXXX for {$200.00} to cover the cost of the damaged card I purchased.
|
| 05/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
The families at the XXXX XXXX XXXX XXXXXXXX gifted me a {$200.00} Vanilla Gift Virtual Account. I then used the card for 2 purchases ( {$27.00} and {$17.00} ), and went to use it for another purchase but was declined due to insufficient funds. I immediately went to the online account and saw that 7 additional purchases had been made that were not mine. I called and reported the fraud, at which time Vanilla froze the card and remaining balance. They told me they would investigate the purchases and try to get the money back, and in 90 days I would get a replacement card with the leftover balance on it. I still have not heard or received any of the balance at this time ( 3-4 months later ).
|
| 01/12/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
After purchasing a vanilla gift card on XXXX XXXX XXXX XXXX XXXX XXXX for {$200.00} at XXXX upon open the sealed package I discovered that the numbers on the card were deliberately scratched off making the card useless. I went back to XXXX and showed the XXXX the defective card I just bought, he tried to run the card through a card machine and that didn't work either. He then tells me there is nothing else he can do and can't refund me or replace the card. They sold me a defective card and now they don't want to give my money back. I called the number on the back but they asked me for my birth date and a copy of my XXXX amongst other info, I was not comfortable with that, so here I am.
|
| 08/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Problem getting a working replacement card
|
|
Web |
|
|
Today I purchased a {$100.00} vanilla visa debit gift card from XXXX. Upon opening the package I noticed that there were 4 numbers missing from the card number so I went back to XXXX and tested the card to see if I could buy a pack of gum with the card and couldnt. XXXX told me the card was defective and I had to deal with Vanilla. When I called Vanilla their automated voice system does not offer an option for damaged card. After spending hours ( on hold ) waiting to speak to someone I found out that I would need to provide the original packaging, the original receipt, the activation receipt and the card for vanilla to launch an investigation- which would then take at least 30 business
|
| 07/05/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
My daughter got this card for her XXXX birthday and someone used it in California at a XXXX and a XXXX. When I called the company they wanted me to provide them with the receipt of the purchase of the card and I had explained to them that I didnt know who got my kids the card and I shouldnt have to call everyone to find out who got them the card, XXXX of my kids got one. I also provided proof that I live in Ohio and the card was being used in California. This company refused to make things right and are very rude about it. What I dont understand is if this is a gift card its a gift and I shouldnt have to ask for a receipt. I was also on hold for an hour and a half waiting for manager.
|
| 02/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XXXX incorrectly and inconveniently placed a security freeze on my Vanilla Visa Gift Card after I had just purchased from XXXXXXXX XXXX XXXX, this really irritates me and inconveniences me having to wait 7 days all because your card service representative states it was because I visited an incorrect site, or called a wrong phone which isn't true her comments make me no longer trust Vanilla Visa Gift Card, and I will no longer be purchasing gift cards for Vanilla Visa, XXXX or etc. Vanilla Visa is known for placing security holds on cards on customers cards and for users experiencing frustration and holds because of " unknown system error has occured '' its not right ... XXXX XXXX XXXX
|
| 12/21/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received a vanilla gift card and it does not work. The company website gives a system error when I attempt to register the card or check the balance. There is no way to contact customer care online and they do not answer their phone. I held for 30 minutes for a representative before a representative finally answered. I was told that the funds were depleted on this card and when I told her that wasn't possible she offered to open a case for me. I was told that I needed to provide my date of birth and submit a copy of my photo ID, neither of which is not going to happen. This company is well known for fraud yet they are still allowed to remain in business and sell their worthless cards.
|
| 08/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The day I purchased a {$200.00} Vanilla Visa Gift Card from XXXX an unauthorized XXXX user stole {$180.00} from the gift card. I followed the Vanilla Gift Card process and filed a dispute. I did not hear back from Vanilla Gift card for over 3 weeks after I filed the dispute. So, I phoned Vanilla Gift Card to receive an update on the dispute. I spoke to a live person who put me on hold and did not provide an update on the dispute. After researching online, there are numerous complaints regarding theft on these Vanilla Visa prepaid gift cards and Vanilla Visa Gift Card not doing anything to resolve it with their customers. This is complete fraud and something needs to be done about it.
|
| 12/09/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
On XX/XX/ my employer had their XXXX XXXX XXXX and gifted me a {$100.00} vanilla visa gift card. The gift card looked brand new and sealed in the initial visa cover. When I opened the card, the 4 of the numbers were scratched off and I was unable to use the card. I contacted visa and gave them the serial number of the card, the amount was still on it however, they stated this is a well known scam, and they were most likely not going to reimburse me or send a replacement card. The {$100.00} was still on the card at the time of the call. Apparently, this is a well known scam and there is currently an active lawsuit against Incomm for this. I want my {$100.00}, its only fair and right.
|
| 03/22/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
so my grandparents gave me a XXXX $ gift card with vanilla gift card... when I activity it was already being used in new york and I live in Florida!!! customer service at first was helpful sending me a card dispute form that was in XXXX we are in XXXX and I still never got an update... I call to see if there was an update. the caller always seemed confused and every time they put me on hold I get hung up on I even asked to speak to a supervisor to put in a complaint they just hung up on me well they put me on hold... still never got my XXXX $ back ....
XXXX XXXX cards were used at XXXX via XXXX XXXX $ XXXX XXXX card was used at the XXXX XXXX XXXX XXXX card was used at XXXX XXXX $
|
| 08/19/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/2021, XXXXXXXX XXXX XXXX XXXX authorized my XXXX XXXX card for {$170.00} as a hotel authorization at checkin. There were no charges to my account and I checked out of the hotel. The hotel advised me they had released the hold on my account. A week later, I contacted XXXX because my funds were still on hold. They advised me they held the funds " up to thirty ( 30 ) days '' for hotel authorizations. It is now XX/XX/2021 and it has been 30 days. My funds still have not been refunded to me yet the authorization no longer shows on my account when I login online. I have contacted Serve several times and they insist the funds will be " released today '' but that has not occurred.
|
| 06/11/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I purchased in XXXX store on XX/XX/2023 with this XXXX gift card for {$500.00} dollars, and they suspended my car for first time used online, then I called them they said they will send me a new card, wait for 7-10 business days, but after that period I have still not received my card in the mail. I keep doing same thing called them to get my replacement card more than 5 times, and until now I have still not receive my card, all their agent do is escalating my case but never get any update why this replacement card is unable to deliver. and this company do not give any case number to me, I suspect they doing this on purpose.
they told me the gift card number is my case number
|
| 09/06/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$400.00} gift card at XXXX which I only used once to order food. After a day the card was used to purchase something for {$230.00} from a store in New York which I live no where near and did not authorize myself and then the card just went inactive and unable to use it at all. I cant purchase anything, check balance or anything. I contacted the company and submitted the requested documents they asked for but no one has ever contacted me back at all or anything regarding the gift card and how I can get my money back that was stolen from me. I want a new gift card issued since the funds were stolen fraudulently and I only used it once to order fast food delivery.
|
| 04/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
1. Received {$50.00} Vanilla Visa Gift Card as a Gift XXXX, XXXX. Tried to use in XXXX, XXXX. Only {$15.00} available. Checked transaction summary. Charges were made for XXXX XXXX. Was not me. Sent email to Vanilla on XX/XX/XXXX for dispute packet. No response. XX/XX/XXXX cant get any info on gift card - " an error has occurred '' 2. Received {$100.00} Vanilla Gift Card as a gift XXXX, XXXX. Checked balance on or about XX/XX/XXXX. {$100.00} available. Immediately used the gift card as a payment for travel. On XXXX XXXX checked travel info and my payment was rejected. Checked transaction history. XXXX charge to XXXX on XXXX XXXX- this was not me. Have not contacted Vanilla.
|
| 06/06/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received A XXXX prepaid credit card in the amount of {$50.00} fro my sons Birthday less than 2 years ago with a n expiration date of XX/XX/23. At the time we had no use for it and kept it inside a safe along with other gifts. When we needed to use the card we were told that it had a XXXX balance and in order to restore funds, we need to provide the receipt! We explained to them on multiple phone calls that we did not have a receipt since the card was given to us as a gift. The vendor has repeatedly said that they will not provide the funds till a receipt is provided. I have provided the vendor photos of the card and its original packaging as well as a copy of ID as proof.
|
| 11/25/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was charged unauthorized by a merchant by the name of XXXX on XX/XX/18. I have placed a dispute with card company and have sent written confirmation. I am supposed to receive provisional credit within 10 days. It has been beyond the 10 day threshold, I have received the replacement card but have not been made whole from the unauthorized charges stemming from this merchant. I have called multiple times to the card company but have be denied to receive any escalated support, which is why I am now reaching out to you for help. I am seeking a full return for all charges stemming from this merchant XXXX.
XXXX card is my card company their phone number is XXXX Please assist
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
I purchased a Vanilla {$500.00} gift card for my girlfriend 's birthday on XX/XX/22. It was purchased at a supermarket about a mile from my home. I held on to the card until XX/XX/22 the actual birthday. When she tried to use the card, it had only XXXX cents left on the available balance.
After checking online and calling customer service it seems that while I was in possession of the card someone was able to make a purchase in another supermarket XXXX miles from my home. For the entire amount of the gift card except for about XXXX cents.
I filed a report with Vanilla the issuer of the card and they just keep telling me that it is under review. Its been 90 days so far.
|
| 12/26/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Vanilla gift card purchased at XXXX in the amount of {$200.00} ( XXXX XX/XX/21 ). The {$200.00} was on the card. The card was checked again later and the balance was XXXX cents. There was one purchase for {$190.00}. The card was not accessible by anyone and this is a fraudulent charge. Vanilla Gift card customer service screamed at me. It has been the worst thing I have ever had happen of this nature. It is really obvious it was fraud. I feel like I should receive my money back promptly. {$200.00} is a lot of money for us. I can't believe they are allowed to operate like this. I tried contacting the vendor without any luck. I think the merchant website is fraudulent, too
|
| 12/21/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
On XX/XX/22 I was given a {$20.00} Vanilla Gift Card. I tried to use the card for an online purchase on XX/XX/22 and the card won't work. So I registered it, and I was still unsuccessful. On XX/XX/22 I used it for an in-store purchase and was told there was only {$.00} left on it. I checked the balance online and saw an unauthorized purchase to www.xingyia.com on XX/XX/22 at XXXX am. Fortunately, I took a screenshot of the transactions, because now, when I check the balance I get an error message. On XX/XX/22 I notified Vanilla and submitted a dispute packet that same day. To date, I have not received the {$19.00} due to me, nor have I heard anything back from Vanilla.
|
| 03/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
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I have nothing to say to the investigator of incomm company, this investigator named XXXX did not understand the problem at all, he said that I received the new card from XXXX on XX/XX/XXXX, it is true but that It was my other case number XXXX before, but this time my case number is XXXX, which is the result of the investigation just received recently, they sent my card to my old address in XXXX, and now I am in XXXX XXXX XXXX, I am in Just moved to XXXX last month so it's two amounts, it's not like XXXX said I got XXXX to replenish my new card, something so simple why would he make this so complicated and make me Waiting for so long, I'm really going to die of anger
|
| 07/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
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|
Web |
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I received a {$100.00} Vanilla gift card on XX/XX/23 for as a bday gift. After I tried to activate it and couldnt, I emailed photos of the receipt ( thankfully I was able to obtain it ) my license and the card itself, as requested. I was given a claim id #. Well its been almost 3 months since my birthday and I still havent received my money. The last straw was today. I was told by the rep XXXX XXXX, who always answers. Which thats a whole other conversation ) that nothing has been updated. Try back in a few days. 1st call I made I was told call back in 30 days. Then it was 5 days. And today, it was a few days. Obviously. I feel like this is no ones concern but mine.
|
| 06/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received card as a XXXX present, it was loaded with {$500.00} XXXX, and given to us on XXXX. When trying to activate the card the site, XXXX, said there was an issue with the card and to call customer service, XXXX after several attempt and hold time of 30 minutes plus we got to talk to an agent each time only to put us on hold to " investigate '' and then would drop the call shortly after. Attempted to escalate to supervisor and was disconnected after the agent stated they did " do that ''.
The agent confirmed that the funds were loaded, there was no transactions, and the balance was XXXX. No help to resolve this issue from the company and horrid customer service.
|
| 02/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I bought a Vanilla Gift Card on XX/XX/2023 ( {$400.00} ) at a XXXX in XXXX NC. Immediately after ( within min ) the purchase of the card, I attempted to use it to pay a bill and was told by the person processing the bill payment that the card was declined. I went back to the XXXX where I purchased the card and the manager stated I would have to contact the card servicer of Vanilla Gift card.
I contacted them on XX/XX/2023. A rep asked me to email a copy of the receipt and the card to create a case file ( Case # XXXX ) and it should be resolved between 5-7 business days. I have made several calls to the card servicer. It is now XX/XX/2023 with no resolution to date.
|
| 06/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
1. heres the predatory company i'm complaining about https : //balance.XXXX/ # / 2. why doesn't vanilla gift card have an online way of contacting them. i demand an email to their supervisor XXXX i have a vanilla gift card but i can not use it to buy anything at a physical store, since they lied to me, i demand they mail me a physical gift for the same amount with no fees/charges/etc..
4. the gift cards says " Visit XXXX for more information about your XXXX XXXX XXXX Account. The Virtual account XXXX be used for online, telephone, mail order, and participating physical merchant locations. '' but they don't provide a list of physical merchants. i demand this list
|
| 08/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
In XXXX of this year, there were unauthorized transactions on my prepaid debit card of amounts of approximately {$180.00}. I reported this fraud to the card company, the FTC and the CFPB. The card company eventually acknowledged the fraud on my account and credited my account with the amounts stolen from me. However, the card company cancelled my existing card and has yet to provide me a replacement card to access my cash, XXXX months later. I spoke repeatedly to their customer service and they refuse to provide me with a new prepaid card to access my cash. They have my mailing address and still create roadblocks from me having access to the money stolen from me.
|
| 08/09/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
Older American |
|
I was a victim a scam who forced me to buy four ( 4 ) Gift Cards in the amount of {$500.00} each, fortunately the scam did not work therefore I'm trying to get my money back but, the two companies who are governed by the same financial services I have the cards in my possession and the purchase tickets although I comply with their demands the results are futile, they have going and circles and no answers and no results either. The companies in question are XXXX ; distributed and serviced by inComm Financial services inc ; the other two cards are issued by XXXX, XXXX. both cards are serviced by the same institution inCommFinancial services, both has the VISA Logo
|
| 07/12/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a {$500.00} Vanilla Visa gift card from my employer for doing good work. I have tried to use this card in a regular store ( XXXX, XXXX XXXX ). The card gets declined. I look up the card online and it says that my card is on hold and I need to call to get it off the hold. I have called three time over the past year and the wait has always been over 30 mins to talk to anyone. And when I finally talk to someone they say that I am need the receipt of buying the card to be able to help. How can I have the receipt when this card was a gift? The point of this is to make me give up and have them keep the money. It bad business practices and it needs to stop.
|
| 11/06/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
Im not sure of the dates the note I entered in my phone was in XXXX at least 45 days after I made them aware the same night after using my card at XXXX numerous transactions were attempted for to much and then lower amounts on XXXX for almost {$300.00} to empty out my One Vanilla card. When I called them they turned it off so I cant look at anything online anymore. I was told several times to call back at a later date. Tonight was informed they sent me a dispute packet in my email ( Never received in spam or inbox ) that I have to fill out a form when I was already told that they shut off all the transactions were still pending when I notified them. Please help
|
| 10/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was contacted by phone text. Claiming to be a winner of an enormous amount of $ who wanted to help me get back on my feet. Agreed to forward me XXXX on a prepaid vanilla Visa card. I did forward a picture of front and back of card, but never gave him the # on my receipt. How did he still get the money on the card? Checked Balance and I have {$2.00} left on the card. Im ashamed as to what I fell for. Please help me. I am already down on my luck. The phone # are- XXXX promised to pay- sent photo to this #. Contacted me # s- XXXX and XXXX. If you can get my $ back I would appreciate it dearly. I can give you the visa # card and info if needed. Please help me.
|
| 10/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
I purchased a Vanilla Visa Gift Card from a grocery store. Tried using it and it was declined. Called and was told the car was put on hold. I asked for a refund. I was told that I need to send an email including a copy of the card ( front and back ), proof of purchase and to include my name and mailing address which I sent on XX/XX/2023.
On XX/XX/2023, I received an email saying that they received and reviewed the information provided but can't locate the account and asking me for an 8 digit case number. Called them and spoke with three different representatives who are based in XXXX and they can't fix anything after spending over two hours on the phone.
|
| 08/27/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Servicemember |
|
1. Ive been waiting on a disputed refund/reversal since XX/XX/2020 from MyVanillia.
2. I did a return to a department storeon XX/XX/2020. I explained to the department store that I didnt have the card I initially paid for my merchandise with. The department store accommodated meby putting my refund on my prepaid cardbeing that I had a proof of purchase label.
3. The XXXX at MyVanillia ( XXXX XXXX ) ..., have deactivated my cardand refuse to release MY MONEY! I have sent the RETURN RECEIPT to their FRAUDULENT ass company several times. My PATIENCE is wearing! As it isIve been waiting an UNCONSTITUTIONALLY LONG time for my other disputes. Yes, Im PISSED!
|
| 10/06/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
On XX/XX/21 I bought a prepaid debit Visa card labeled Vanilla Gift card # XXXX XXXX XXXX XXXX at XXXX XXXX for XXXX and paid XXXX to activate it. My son used the card to buy some things and had a XXXX balance. When he tried to buy a video game w card, there was a XXXX balance. Someone stole the XXXX and bought something at merchant XXXX XXXX. The card is distributed by XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Ga XXXX XXXX. I filed a dispute with XXXX who stated it takes up to 90 days to do an investigation. I think this is an excessively long time as this was supposed to be a Visa card. I would appreciate any help recovering the stolen funds. Thank you
|
| 09/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
In XXXX I purchased XXXX {$500.00} XXXX XXXX cards from XXXX - all 6 had been compromised. As a result, all six cards had been locked and unable to be used.
I called XXXX who gave me a case number - XXXX - and asked to email a picture of the cards, my receipt, and ID. I did all of this on XX/XX/23 ; they never responded to the email. I followed up monthly and never got a response. I tried calling again and they said I had to communicate by email.
I just want either my money back or the cards reissued. I provided all documentation and have been waiting for months I am attaching all the documentation that I emailed them numerous times per their request
|
| 09/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
We purchased ( 3 ) Vanilla Visa cards at XXXX and they loaded them with {$500.00} each on XX/XX/2020. They have NEVER worked. We have disputed with our credit card company XXXX XXXX but they closed the case because XXXX said they loaded the cards. We have opened cases with XXXX and can get no where. We have opened a case with Vanilla and sent them everything they have requested via email. Complete run around, no new cards, no credit, no response. We have made more calls then we can count and nothing. Vanilla says they don't exist, they do and are in our hands with the activation receipt. They have XXXX dollars on them and have never had a XXXX on them.
|
| 07/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
XX/XX/2023. I purchased a {$100.00} Vanilla visa gift card from XXXX for a college kids, When she opened it there was not a card in it, it was a XXXX card that had the bar code on the back and blank on the front. I went back to XXXX in XXXX Missouri on XXXX and they said no refunds on prepaid cards. I was told to call Vanilla visa which I did, I was then told to send a copy of my receipt, visa card front and back and a copy of my Drivers Licenses. I get that they need to verify who I am but I just don't e-mail my personal information and they were not trying to work with me at all. This is XXXX, I can't believe I couldn't get any assistance with this.
|
| 10/31/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
XXXX card is the company on XXXX the XXXX they cut my card off for and unauthorized transaction and sent me out a replacement card without letting me know they was cutting my card off in the first place they said the card was expidited and its been 15 days and I havent seen my replacement card of any of my money Ive call probably 30 or 40 times and they never help me they always say they are sorry they cant do nothing about it then they sent me out another card and I still havent received it over 10 days Ive been waiting and waiting I got over a 1000 dollars in my account I cant even touch or use and I just need my money as soon as possible thank you
|
| 12/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
Hello I received two Visa debit cards from Vanilla as a gift. I opened both of them for the first time and prior to making my first purchase I found out that both my cards had fraudulent charges. One card had a fraudulent charge of {$50.00} and the other one had two fraudulent purchases of {$70.00} and {$25.00}. When I called the customer service number, it about 40 minutes to get in touch with a live agent. They have agreed to put both the cards and the related fraudulent charges under dispute investigation. This also makes the remaining balance on my cards inaccessible. This is terrible customer service and lack of security provided by Vanilla.
|
| 02/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I purchased the {$500.00} vanilla Visa gift card.The card was stolen in XX/XX/2021 and never used before it was stolen. XX/XX/2021 I try to use this card and find out card balances was stolen. Contact Vanilla for dispute and they told me wait 90days.today they told me : Please see attached. Unfortunately we do not have recovery rights through visa. Per cardholder agreement we can only fund what we can recover. And we were unable to recover any funds through visa.
Thats unacceptable. Hope you guys can help me.
Thank you XX/XX/2021 XXXX XXXX XXXX transactions total each amount {$4.00} XX/XX/2021 XXXX XXXX 3 transactions total each amount {$4.00}
|
| 09/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
I bought a prepaid Vanilla Go Visa loaded with {$500.00} at a local XXXX XXXX, CA, grocery store XXXX or more months back. I've tried to use it online for various purchases and invariably I get a screen telling me some version of 'Card purchase has not been allowed by the company. ' I've called them and been left on ignore XXXX minutes the first time and I hung up after XXXX minutes the 2nd time. Also have tried to find a contact email but no luck so far. There are no phone lines within XXXX miles of my home and cellular signal does not reach into the valley. The balance check done at XXXX XX/XX/2022 shows {$470.00} and the purchase was {$4.00}.
|
| 02/21/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a {$100.00} Mastercard gift card at the XXXX XXXX XXXX ( XXXX, WA ) on Saturday. XXXX XXXX, XXXX. When my son went to use it, he learned it was not activated at the store. I called the number on the back of the card and it said there is a " problem with the card ''. I went back to the store on XX/XX/XXXX and they told me they couldn't do anything to activate it or return it, and suggested I call XXXX XXXX, XXXX, XXXX at XXXX XXXX XXXX XXXX. I couldn't get a live person on the line when I called this number and instead it seemed to be an upsell ploy to get me to sign up for all sorts of random services ( insurance, health care, etc. ).
|
| 09/04/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
received Vanilla gift card for XXXX $ for birthday.Tried to use one time at XXXX but came up '' invailad card '' so I called company on XX/XX/XXXX after unsuccessfully trying to activate online.I was told card was used XXXX minutes before (! } at some " floral shop '' but couldnt tell me what state.I think this occurred when I had tried to activate it online.Customer service said to call back on XX/XX/XXXX to see if the purchase went thru, either way she was putting a hold on the card-it was difficult to understand her XXXX accent -to investigate, I assume.So Im screwed no matter what.Checking online, I see this is common and part of the scam.
|
| 12/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased a {$50.00} Vanilla Mastercard Gift Card issued by XXXX, XXXX. I was able to check the balance online XXXX time and confirm the balance of {$50.00}. The website now returns " error '' messages every time the card information is entered ... .changing browsers, clearing cache/cookies, disabling ad blocker, trying different devices, etc. does not fix anything.
The card does not work for purchases, and customer service is unreachable via phone or possibly does not exist at all. I attempted multiple times, and each time was on hold indefinitely.
At this point, there is NO way to use the card or contact anyone to correct the issue.
|
| 11/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
My In-laws give us Vanilla Gift Cards at XXXX and this year when I went to use it, the money had already been used. I discovered that this is a issue with these cards where hackers just guess numbers until they get through. I tried to open a claim with Vanilla and did all the steps to do that only for it to be denied because the transaction was more than 60 days old. I asked how was I supposed to know a transaction had taken place when the card was just hacked but they did not change the denial. {$250.00} was taken from me and if this is a common issue, they either need to honor the claims or not sell a product that can be hacked so easily.
|
| 01/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I got a Vanilla Gift card Visa with {$200.00} on it, took it out of the packaging to use it at a store and they said it only had {$1.00} on it. The balance had already been used before i took it out of the packaging. I contacted Vanilla immediately they say it was used in California and I live in Massachusetts. I dont understand how this can happen when the card never left my presence and had not even been open yet. I started doing some research online and it appears this has been an ongoing problem with Vanilla. Lots of people had the exact same issue. Seems like a someone is getting the information on the cards before people can use them.
|
| 12/13/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I bought this card on XXXX XXXX worth XXXX XXXX when I wanted to use it has XXXX balance, how? Because I never used this card, I complained to incomm and afterwards they sent me an email that they require the receipt and front and back of the card which I sent and they confirmed receipt on XX/XX/ and told me to wait 30 days,, 30 days has gone and nothing has been done, Im not filing a dispute Im logging a complain about a fraud of card with XXXX balance, I will be suing incomm after this, because this is the second time Im raising this case, I will also attach all proof to this case, A RECIEPT IS A PROOF OF PURCHASE ANYWHERE IN THE WORLD
|
| 10/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
On XXXX XXXX, my husband purchased a {$100.00} Vanilla Gift Card at XXXX XXXX. The next day I went on our insurance website to pay the bill and the card kept getting declined. So I went on VanillaGift.com to check the balance, and it stated that there is a pending online transaction at XXXX. My husband called the number on the back of the card, the customer service representive said to wait XXXX. Which we did, and got the same response. We have contacted the company a bunch of times, and nothing is getting resolved. I have sent a letter and an email to Incomm Inc about this issue. I am XXXX and on a fixed income. Please help us. Thank You
|
| 04/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Web |
|
|
3/16/22-Purchased a Serve Prepaid Visa Card from XXXX # XXXX. The card was not activated in store, however the payment was taken.
XXXXSent a fax to XXXX with requested information ( card package, activation receipt, drivers license, picture of the card, mailing address, phone number ). This is shown in " Incomm_Fax.png '' and " Serve Activation.docx ''.
XXXXFollowed up over phone, was told to follow up over email through XXXX. I have not received a reply since. This is shown in " Incomm_email.png '' XXXXFollowed up over phone. Was given the same options and since those have been exhausted, the rep said there was nothing they could do.
|
| 05/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
Sometime before XX/XX/XXXX, I purchased a {$50.00} Vanilla Visa Card from XXXX. When I went to use my card, the money was already taken off the card by somebody else ( fraudulently ). I contacted the company that issues the card ( XXXX Payments ) on XX/XX/XXXX ( Dispute Case # XXXX ). On XX/XX/XXXX, I was told that i would be receiving a replacement card within XXXX days. It is now XX/XX/XXXX, I have called the Company several times, and I have still not received a replacement card. When I called the customer service line, I was put on hold for 1.5 hours. I would like the Company to send me my {$50.00} immediately with tracked shipping.
|
| 01/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Plain vanilla gift cards were purchased as gifts for family members. The cards were lost. I have provided all the information requested via numerous telephone calls and several emails without response from the company XXXX XXXX XXXX. Telephones calls ( XXXX ) are frequently mysteriously dropped and it seems that they have no desire to solve the problem of a lost card and prefer to not send replacement cards. After sending all these documents, I was met with silence. There was not email or call. I called to follow up today and they are still " reviewing ''. I am losing faith that they will ever replace these lost cards totaling {$350.00}
|
| 12/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Hi, I would like to dispute a charge made with a {$100.00} XXXX gift card that was given to us in XX/XX/2022. We reside in the XXXX XXXX in CA and attempted to use it on a trip to XXXX XXXX, but was denied during the transactions. We called the number at the back of the card and according to the XXXX customer service, an unauthorized purchase was made in XXXX, CA shortly after the XXXX gift card was activated. We contacted the merchant directly to settle the transaction and were told to fill out a form. We filled out said form and sent it in XX/XX/2022 and waited the 30-90 day window and have gotten no updates despite calling merchant.
|
| 11/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Is a Gift Card Visa from VanillaGift.com I bought it at XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX the Amount {$250.00} dollars I have problem to activate I call The XXXX XXXX they ask me for the receive I send all the information to the email : XXXX XX/XX/2022, XXXX XXXX now they tell me that the card was used on XX/XX/XXXX for {$250.00} dollars in a restaurant How is it possible, if they told me that it took 5 to 7 days to activate it?
but nevertheless they never sent me an email showing that the card was activated now they tell me that they are going to open a case XXXX ID : XXXX for me look like a scam because I never Used a card
|
| 02/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
I purchased a Vanilla Visa gift card on XXXX XX/XX/XXXX at XXXX XXXX exchange for {$480.00}. I tried to use the card on XXXX XXXX and the card was decline. Upon further review, it was used twice at a XXXX in the XXXX area. One for {$220.00} and the other for {$250.00}. The card has been in my possession since purchase and I did not use the card. I contacted Vanilla gift card customer service on XXXX XX/XX/XXXX and filed a Dispute packet ( Ticket/Case : XXXX ). I was told it could take up to 90 days to investigate the dispute. I called to day and was told that investigation started on XXXX XXXX and can take up to 90 days to investigate
|
| 12/11/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
I have called the company 3 times. XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX, and XX/XX/XXXX at XXXX XXXX.
The company is Vanilla Visa Gift Card Customer Care XXXX XXXX XXXX XXXX, GA XXXX Phone # XXXX I purchased a Vanilla Visa Gift card this last year. I put {$200.00} on this card. When I tried using it online it would not work on XXXX and XXXX. With {$55.00} left on the card, it quit working even locally. I contacted the company and they said that they would send me a new card for the amount left on the card. That has been over a month ago. They still have not sent a new card. The last time I called the lady hung up on me.
|
| 04/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a XXXX pre-paid master card and put {$180.00} on it. When I got home it kept saying the card number was invalid, when I called they told me that due to suspicious activity my account was automatically locked, I had to send them a picture of my ID, the receipt, and address verification, told me if would take 10 days to get to the email with my info and another 30 business days for my card to arrive in the mail. That was all my money for the week and it feels like I was robbed, I didn't even get to spend a XXXX. Checked it once on their site and after it said my account was locked. I wasn't even home for 20 mins at that point.
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Bought a vanilla gift card put XXXX dollars tried using the card and the XXXX dollars had already been card was bought XX/XX/XXXX funds were taken out on XX/XX/XXXX money went to XXXX direct that did not make purchase from. Contacted the company company said would open a dispute and never did called back they then started stating over and over again that the payment went through when we already called and was told a case was open and never was asked to be escalated to a supervisor who confirmed a case was never opened to try and get funds added back to the card. Company was no help vanilla gift card is just a scam don't ever purchase
|
| 08/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a prepaid Visa for {$200.00} at the XXXX XXXX in XXXX Oklahoma on XX/XX/2023. It is branded Vanilla with website VanillaGift.com. I gave the card as a gift to my brother.
The card could not be activated. After speaking to the store manager, XXXX refused to help, directing me to Vanilla instead. They also refuse to help without a receipt which I no longer possess.
It would be completely possible for XXXX to help by retrieving the receipt from their records. They refused. I spent {$200.00} for a gift for my brother and it seems to be money handed over to them with no product or service any return. I've been defrauded.
|
| 06/28/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
I have this gift card looked up on line to see balance, seen there was a charge for {$220.00}. Called XXXX told them about this, they told me it would take 45 - 90 days for investigation, that was on XX/XX/2023. Now in XXXX still investigating this. Went back to check the amount of balance I still had which was {$220.00}, they cleared off everything, I have no information listed. I called a couple of days ago, still investigating. The charge that was made was to a fitness gym in Tenn. I am a XXXX old man living in Ohio, sure as heck not going to work out, and surly not driving to Tenn. to do it. The case # for the dispute is XXXX.
|
| 07/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased vanilla gift card with a balance of {$500.00} in XX/XX/XXXX. When I tried to use the card a few weeks later, it was declined. When I tried to check my balance online, it showed that around {$400.00} was spent on fraudulent charges. I immediately contacted customer service and put in a claim for fraudulent activity. I was eventually sent a new gift card but only for {$100.00}. I've tried contacting the gift card issuer customer support many times, and today XX/XX/XXXX, I was told that because their fraud team was unable to recover the {$400.00}, they wouldn't be issuing me a full refund for the fraudulent activity.
|
| 01/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I received a Vanilla Gift card as a form of payment from a customer. Every transaction has been declined. The card balance has been verified. I have had this problem often with this particular gift card company numerous times in the past XXXX months. Their customer service is non-existent. I have called every number listed for them. I end up on hold for XXXX minutes every time I have called. No one Ever answers. This company has been nothing but problem after problem. And then prevents and/or ignores any attempt to get help from them. I am frustrated and feel ripped off And deceived by Vanilla Gift. Please help. Thank You.
|
| 03/01/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$100.00} Vanilla Visa Gift Card on XX/XX/XXXX ; XXXX p.m. at XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX, XXXX, STR # XXXX for my niece. She tried to use it and learned it had been hacked, fraudulently used and therefore no funds available. She filed a complaint with Vanilla Visa customer service and has been contacting them via email ( providing all they requested ) and via telephone since XXXX to the present date without success. I notice now there are several complaints against Vanilla Visa for the same lack of response and resolve to consumer complaints. We respectfully seek your assistance for reimbursement.
|
| 04/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla Visa Card as a gift in XX/XX/XXXX. The value received was {$200.00}. I tried to use the card for the first time a couple of weeks ago, and was unable to use it. I checked the balance online and the value was zero. When I checked the balance online, I could see that the starting balance was {$200.00}, and that it had been used on many occasions and depleted to zero. I did not use this card at all and did not make any of the purchases. I believe someone hacked into the account and stole the card. I have contacted Vanilla and submitted a dispute packet on XX/XX/XXXX. I have not heard anything back yet.
|
| 08/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a vanilla gift card at XXXX on XX/XX/2023. The card was supposed to be worth {$75.00}, my total at XXXX was {$79.00}. I haven't been able to use the card at all. I called support immediately and filed a report, sent pictures of my receipt, and driver 's license, and I've called the number on the back of my card XXXX times a week since the case was opened in XXXX and they will not respond. I have a case number I will provide upon request. Lately, when I call customer service, they tell me they have my documentation and they will " escalate '' my file and to call back in XXXX business hours... Please help me
|
| 09/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
My husband purchased a {$500.00} Vanilla visa gift card from XXXX for my birthday and it turns out the card had been tampered. A fake paper barcode was placed where funds can be scanned to and funds went to a scammer. We went back to XXXX that same evening and the store employee pulled all gift cards from the rack confirming all had been tampered with opening up each one to find a fake barcode inside.
It has been a month and a half that I have been able to get a response from Vanilla gift card. I sent in all receipts and proof of scam and still no response. Every time I call they say it is still under investigation.
|
| 10/10/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have a XXXX debit card. After I used it a couple of times, there was a problem with my physical address. The company asked for certification from an official government document. After a couple of months trying to get it, I finally did. I send the document in an email and waited 48 hours to contact them. To my surprise the number on the back of the card is suspended. I tried another number but the representative told me that it was another department and he could not help me. I tried accessing my account online and the card is inactive. So I want to talk to them to resolve this matter but don't have a way to do it.
|
| 12/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
Purchased a {$200.00} pre paid XXXX gift card and didn't use the card until vacation but when I opened the card to pay it was empty upon checking it stated a {$200.00} charge from XXXX, the card was sealed in my possession the entire time.contacted XXXX and they stated transaction number was fake and they've had several complaints about the same thing and the company XXXX who manages the cards are the ones stealing the funds -contacted In-Comm and they requested my own debit card number and drivers license number.. this is a scam and I will contact Illinois attorney general to file complaint for fraudulent activity.
|
| 11/13/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
My XXXX year old son was given a vanilla gift card for his birthday. There was a XXXX charge on the card that he didn't authorize. He said a game XXXX XXXX he tried to download and it asked for the card number but said there would be no charge. It did charge him. I called the company twice to initiate a dispute but the phone kept hanging up. I went on their website and there was nothing in regards to a dispute process. Almost like they don't want anyone to know how to dispute. I need this issue rectified immediately please. I want the XXXX transaction disputed and refunded back to the card number XXXX XX/XX/27 XXXX.
|
| 10/02/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XX/XX/XXXX Purchased {$500.00} XXXX XXXX Visa gift card.
XX/XX/XXXX Friday night first use of the card was denied at XXXX XXXX XXXX.
XX/XX/XXXX Monday contacted Incomm. Found unauthorized use of card funds on XX/XX/XXXX at XXXX XXXX Pymt for {$480.00} and {$11.00} leaving a balance of {$.00}.
The card has never been out of my posession and account numbers have never been given out.
XX/XX/XXXX Received emailed dispute form from Incomm and immediately returned an email copy and also a faxed copy and a copy by US Mail.
XX/XX/XXXX Five additional calls between XXXX and XXXX have failed to restore the missing funds.
|
| 05/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
InComm Financial Services , Inc. denied my transaction and kept the money. InComm gives the runaround and no one has answers while they deny being responsible. Attempted a purchase on XX/XX/2020 From XXXX XXXX which InComm Financial denied. However, InComm Financial kept the money {$50.00} instead of returning it to the card. I have proof of the denial and that InComm has kept the money. They have a fake customer service that offers no solutions and have taken no action to resolve my complaint or document my complaint. Could be located at : XXXX XXXX XXXX XXXX XXXX, GA XXXX http : //www.incomm.com ( XXXX XXXX XXXX
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I received a VanillaGift.com card in XX/XX/XXXX in the amount of {$150.00}. In XX/XX/XXXX there were 2 fraudulent charges totaling {$120.00}. The purchases were in California. I live in Illinois. I disputed the charges as soon as I learned of them which was on XX/XX/XXXX. ( Case # XXXX XXXX ) I emailed the requested dispute form on XX/XX/XXXX and received email confirmation that it was received. The confirmation says the dispute will be resolved in 45-90 days. I've called the company every 30 days to check on the progress. It's now been 90 days. Every time I call the company they are unable to provide any update.
|
| 04/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I purchased a Vanilla Visa Gift Card at XXXX in XXXX XXXX, CA for {$500.00} with a value of {$500.00} in early XX/XX/2023.
Somebody used my card to fraudulently make a purchase of {$490.00} at a XXXXXXXX XXXX in XXXX XXXX, California.
I live in XXXX California and have not been to XXXX XXXX in years.
I have filed multiple disputes with Vanilla internal dispute process ( XXXX ) and have been given the run-around for 2 months now. I am extremely frustrated and don't like being scammed of $ XXXXI am filing a CFPB complaint as I feel like I'm wasting my time trying to recover my funds directly from the vendor.
|
| 06/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/22 I purchased a Vanilla Gift Card at XXXX XXXX and loaded {$500.00} on it. When I got home, I called to check the balance on the card, and it had a zero balance right out of the package. Two purchases were made ( not by me ) on the card to a company called XXXX which I can't find any info on. One purchase was for XXXX and one for XXXX which adds up to XXXX. I've spent a month with Vanilla trying to get this resolved with no results. Someone stole my XXXX and someome needs to be held accountable. Please help if you can. Sincerely, XXXX XXXX XXXX. My account with Vanilla is under my nick name, XXXX XXXX.
|
| 09/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
I used this prepaid card for incidentals when I stayed at XXXX XXXX. They HELD {$110.00} and the hold was lifted on XX/XX/XXXX. To date my money still has not been returned. When I called Vanilla Gift Cards they said it won't be released until XX/XX/XXXX. Their policy states 7-10 days. They had no reason when I asked why it hasn't it been released. They attempted to blame the merchant, when I called XXXX XXXX confirmed the money was released on XX/XX/XXXX at XXXX. I am requesting my money to IMMEDIATELY get put back on my card. Furthermore, the charge from the hotel was {$100.00}, but vanilla charged {$110.00}.
|
| 11/15/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I won two e-rewards ( XXXX ) cards on XX/XX/XXXX. Each card was {$50.00}. On XXXX XXXX I spent {$48.00} on one card. Today ( XXXX XXXX ) I learned that my card, the one I did not use had fees ( {$12.00} ) because of lack of use.
I learned the other card - The one I used in XX/XX/XXXX had a XXXX balance.
After a long call with the customer service agent. I was told the fees can not be reversed. No where on the paperwork I have indicates a charge will occur due to lack of use. In fact the card has an expiration date of XX/XX/XXXX. I reviewed the website and under FAQ section it states " there are no fees ''.
|
| 05/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Was given a Vanilla gift card that was purchased in XXXX of XXXX. Gift card was loaded with a {$100.00} balance, however when I went to use the card in XXXX I learned that the card number had been stolen and a fraudulent charge of {$53.00} was made on the card at a XXXX store on XX/XX/2021. I contacted Vanilla for a replacement card and to reload the balance to {$100.00}, was asked to file a dispute form, and submitted that form on XX/XX/2021. I was told the issue would be resolved within 90 days, and reached out again to ask about my dispute on XX/XX/2021, however I have not heard anything from the company.
|
| 08/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I purchased a Vanilla Visa card at XXXX for {$130.00} to make an online purchase. XXXX has customers wait 1 hour before using it. After the wait I proceed to try and make a purchase and my card was denied. I called the number on the back of the card and had a balance of {$0.00}. I called and was told I had a pending charge. I told them I hadnt done nothing except call their number and try and make a purchase. They refused to stop the tranaction and said I would need to wait 90days. After doing the dispute I saw where there are 100 's of complaints regarding other people having the same thing happen to them.
|
| 09/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2023 I purchase two XXXX XXXX gift cards worth {$500.00} each at the XXXX XXXX # XXXX XXXX XXXX XXXX. XXXX, FL XXXX. I attempted to use the cards on XX/XX/2023 and they didnt work so I called the number on the back.
They told me to send a picture of the receipt, the cards front and back, and a photo I.D . Which I did. I was told it would take up to 30 business days. Its been well over 30 business days and still no replacements Upon calling today XX/XX/2023 customer service was rude to me and asked me to wait another 30 days. These are violations which are resulting in injury to me and my family.
|
| 12/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchase a gift card from a XXXX XXXX store On XX/XX/XXXX.
I loaded the card XXXX usd.
I paid with my credit card a total including activation fee of XXXX usd.
I have been charged on my credit card as it showes on the receipt as well and my credit card bank statement The gift card is not working. And when I called the number on the back of the gift card ( XXXX ) they asked me to send ( to XXXX ) the receipt, back and front pictures of the gift card which I did. After a fee weeks they replied to me saying that they can't help me. I called so.many times and they put me on hold and never get back to me.
|
| 02/15/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
Received a MyVanilla card that I did not purchase. Had a very difficult time getting info from company about why/ how this card was sent to me. Requested that they close the account and block my info from ever opening another MyVanilla account ever again. This is obviously a fraudulent scam, but I still don't know how or why this account was opened in the first place.
I was told that someone purchased this card at a store, but I was sent this card to my home. The customer service people I spoke with at MyVanilla were very sketchy and were short on details, but had no problems asking for my personal info!
|
| 04/29/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$500.00} variable Vanilla Gift Card at a XXXX convenience store at XXXX XXXX XXXX, XXXX, VA XXXX on XX/XX/2021. Several days later, I realized the card was not activated correctly and had no balance. However, the receipt reflects that the card was activated and approved. I called Vanilla Gift on XX/XX/2021, and they created a case, the number is XXXX.
They told me it would take 2-3 business days, and then the card would have the XXXX loaded onto it. It is now 10 days since the case creation, and 15 days since I paid XXXX for an empty gift card.
I have a scan of the receipt attached.
|
| 04/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have sent this company numerous emails with the information that was requested after talking with the cards customer service reps. They said there is nothing they can do at all on their side. Ive sent emails since XXXX XXXX of 2019 with my information. I hated doing this so unsecure, XXXX the asked for a copy of my DL and SS card with paystub ... I never received any formal request at all or even in the mail. They just denied me all access to my account on line and all the funds I had on the account. They still have not got back to me..I will be closing this my vanilla card and never using it again.
|
| 04/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased 2 vanilla gift cards/Visa. They were stolen from my wallet. I am trying to report them stolen and get new cards. After hours on hold I gave the vanilla gift card person the serial numbers for the cards. I have the receipts for the purchase of the cards ( originally {$500.00} each ). The person wanTed my birthday and a color copy of my driver 's license and a bill showing my address. As being the victim of prior identity theft I did not give those items. Personally i believe that in house person is gsthering information to sell or to create fraudulent activity. What do I do now? Thank you
|
| 10/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
My son received a Vanilla gift card for his birthday on XX/XX/23 with a balance of {$30.00}.
We went to go use it on XX/XX/23 at an online retailer XXXX The charge was declined for insufficient balance.
I used a tool to check the balance a the Vanillagift.com website. There was a charge for {$23.00} at a XXXX location hundreds of miles from our house on XX/XX/23. The card has never left our possession.
The website directed me to call their customer support number.
I tried calling on XX/XX/23 to dispute the transaction. I've been connected to silence and not able to get a hold of the operator.
|
| 11/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2022, I bought a {$100.00} XXXX XXXX XXXX from a XXXX self-checkout in XXXX, MD. I tried to order something on XXXX, but it said the card details were invalid. I tried many things. I checked to make sure the details were correct and they were. I tried using the name " cardholder, '' along with my own name. So I tried checking the balance in the XXXX website and wasn't able to. It said they were invalid details. I also tried checking the balance on other official sites, such as XXXX and Vanilla gift cards, but it would not work. I've been scammed out of {$100.00} ( plus taxes ) by XXXX.
|
| 05/03/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Servicemember |
|
I received a gift card to be able to get gas, food, etc., so I could make it home. I went to the website directed on the back of the card and it gave an error. I called the number of the back of the card and was told that I went to the wrong website and I couldnt use the card. I wanted to know why and they stated that it was the wrong website, I stated the website is on the back of the card. I stated that I was stranded and that I was going to file a complaint, he now all of sudden he states he can hear me, he stated 2 more times quickly and then hung the phone up. I have no way of getting home.
|
| 04/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a Vanilla Visa Gift card for XXXX. I tried to use the card in XX/XX/2022 for an online purchase and it was declined. I checked the balance online and the original balance of {$300.00} was still on the card. Tried to use it XX/XX/2022 for an instore purchase and it was declined. The balance was only XXXX. When I logged into the site online to review purchases, neither purchase was mine. The purchases were {$60.00} for XXXX XXXX XXXX bill and {$230.00} to XXXX XXXX XXXX.
I have called the company and was on never ending hold. No one ever came to the phone due to " long wait times. ''
|
| 11/13/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I bought Vanilla Gift card from XXXX XXXX XXXX on XX/XX/2021 and loaded it with {$500.00}.
I used the card on XX/XX/2021 at XXXX XXXX for {$25.00} Today on XX/XX/2021 I checked the balance on the Vanilla Gift card and it has only {$1.00} left. Remaining money is removed from the account through fraudulent transactions.
There are 94 transactions of {$5.00} each on XX/XX/2021 from XXXX to XXXX i.e. within 1 minute using XXXX XXXX. There are 2 pending transaction of {$1.00} each on XX/XX/2021 and XX/XX/2021 using XXXX XXXX XXXX
Please ensure i get my money returned back at the earliest.
|
| 07/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased a Vanilla gift card and added XXXX dollars as a present for a XXXX XXXX on XXXX. When my brother tried to use it on XX/XX/2023 the card said invalid, numbers in front of it were erased. I contacted their customer service and after trying for over 30 minutes I was connected with some lady who pretty much told me she couldnt do anything and I had to open a claim for them to investigate. I email them XX/XX/2023. I sent the receipt, photos of the card and all the information they requested and I havent heard back from them. This is disgusting and abusive. I need my money back.
|
| 08/28/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX ( or XXXX ) I purchased a Vanilla Gift Card with {$250.00} on it for my daughters XXXX. I made the purchase at XXXX or maybe XXXX.
On XXXX my daughters opened the card to see that there were NO card numbers on it, so it can not be used. I see the first XXXX digits and nothing else. I have the card with me and the outer sleeve it came in. I do not have the receipt but might be able to get it via my credit card company not sure.
I tried called Vanilla GIft Cards .. no one answers my phone calls. I have been trying for several weeks now.
PLEASE HELP.
I need my money
|
| 05/17/2016 |
Yes |
- Prepaid card
- Payroll card
|
|
|
Web |
|
|
There was an unauthorized transaction on my prepaid XXXX card from a company somewhere XXXX. I called the day I found out and cancelled the card. The csr told me she would email documentation that I had to fill out and email back. I did n't receive it and what turned into XXXX csr 's and a supervisor later I still have yet to receive this mysterious documentation. It 's not a large amount but I am a single working parent trying to support my child. It wo n't break their bank it broke mine. A company in XXXX was also trying to make a withdrawal but I cancelled the card just in time.
|
| 08/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I tried to use this Vanilla visa debit card that I received for my birthday several times and it didn't work. I called the company and they did nothing to help. Then I found out yesterday that it had been used at XXXX in California. I don't know anyone from California. I found out it was used when I went online to see what the balance was if any. I called customer service and several times while waiting there was no answer or just air. The lady told me I had to use a government ID to get a refund. Send recipe and a government ID!? I think this company has been hacked or something.
|
| 01/07/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received XXXX prepaid giftcards from XXXX XXXX, with {$500.00} on each card. I have only been able to use the cards once. I can not check the gift card balance anymore on their website ( XXXX ) or via phone call.
I have tried to use it in stores multiple times over the past XXXX months. It has been declined every time, both in stores or via online.
I have tried calling multiple times for customer service, and was not able to reach any available representatives. It just says that my card is invalid or card information is incorrect, despite it being the correct information.
|
| 12/28/2021 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
We received a gift card for XXXX. XX/XX/XXXX we used the card at a fast food restaurant and the amount taken was more than the receipt. Then at XXXX pm the same day the balance was spent at XXXX department store in NY. We live in the Midwest. I contacted Vanilla Gift Card XX/XX/28 and was advised I would have to call back in 7 days. When I questioned her why this couldn't be handled today. She said the pre Auth has to come off and they will only refund money given back from the retailer. I was questioning why we had to wait when the money was already gone and she hung up on me.
|
| 02/28/2022 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
The gift card retailer is Vanillagift.com ( aka incomm.com ) I purchased 3 gift cards and 2 of them were used by someone else fraudulently for purchases I did not approve.
Card 1 : I purchased the card with a {$50.00} balance and someone used it to purchase {$17.00} fraudulently from a XXXX pharmacy in CA Card 2 : I purchased with a {$320.00} balance and someone used it to purchase {$210.00} fraudulently from a XXXX in XXXX XXXX I have filed complaints with Vanillagift.com ( incomm.com ) with no resolution. After researching, it seems this is a common trend for this company.
|
| 01/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
I made a purchase from a website XXXX which requested payment with a Vanilla Visa card. I purchased a 500 Vanilla card with my debit card at XXXX on XX/XX/22 and completed the transaction on the same day. Got suspicious when I could not reach the company and called the gift card company to find out that XXXX charged more than the 460.00 that the item cost and receipt email reflected and they charged {$490.00}. They apparently just stole XXXX from me. I believe that Vanilla card should refund the full amount since this was fraud. I have submitted a complaint with them as well.
|
| 10/24/2023 |
No |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The name XXXX appears on the documentation because I purchased the card for a relative.
The only response from the XXXXisa Vanilla company is to contact their automated telephone system again and again which is useless.
I have changed my pin on the card numerous times and I still can not use the card. Even bypassing and attempting to use the card as a credit card does not work.
I again changed my PIN number to XXXX before trying to purchase something.
Very very recently. I tried to make purchases at XXXX XXXX supermarket in XXXX, North Carolina and each attempt failed.
|
| 12/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a gift card ( Visa Vanilla Gift Card Issued by XXXX XXXX XXXX as a gift and the card was fraudulently used. I approached the company to file a complaint I was told I had to go to the merchant, I spent my time going to the merchant in which the card was fraudulently used at and they refunded the money. I then went to use the card in another attempt and the card had already been used again. The bank is now refusing to help and refund the money again. I have requested a refund and a new account number and been denied even though the current one has been compromised.
|
| 09/23/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Employer purchased a prepaid Vanilla Visa gift card for {$250.00} at XXXX in XXXX on XX/XX/XXXX, on XX/XX/XXXX the card was used fraudulently by someone else in XXXX at XXXX. I have tried to contact XXXX and XXXX. XXXX won't help me. XXXX tried to start an investigation on XX/XX/XXXX but when I call, the call is disconnected, the quality of the call is poor and you can't hear the representative on the other line. After reading reviews, there are thousands of people that have been defrauded by XXXX. Their customer service is non-existent and I would like a replacement card.
|
| 06/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a XXXX XXXX XXXX which I funded with {$400.00}.
I waited the suggested 24hs but I could never use it. Both Vanilla and XXXX websites state the card has an error.
I tried contacting customer support, who stated the card is invalid and hanged up the phone more than once ( after spending +30min to be answered ).
I am attaching the actual card and the receipt that states the amount I funded.
I also found online several people aare having the same problem, which I also attach.
I am also showing the only email I could find on the internet is not operating either.
|
| 02/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
this card was bought as a gift to a family member, thwy used it to purchase virtual items such as video games, within a couple of weeks we noticed the first fradulent transaction. The first amount was {$18.00} on XX/XX/XXXX. Then there was multiple transactions to wish for an amount of {$9.00} on XX/XX/XXXX. I see two transactions to wich but there is also some pending, but its hard to read how much was stolen. After this we thought we had lost the money with nothing to be done, but we believe we deserve better and decided to give ourself a chance to get the money back.
|
| 01/04/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
We were given a {$50.00} gift card ( One Vanilla-prepaid mastercard ) for our wedding in XX/XX/XXXX. We tried to used it in XX/XX/XXXX but the balance was {$0.00} cents. We called the gift card company and they told us that two purchases were made in XXXX. We never used the card so we submitted a claim for the company to investigate. In XX/XX/XXXX we were notified that the claim was closed because they didnt find any discrepancies and told us that there was nothing else they could do. They could not inform us who made the purchases and the gift card is not longer valid.
|
| 11/20/2020 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On Thursday XX/XX/2020 at XXXX me and my freind XXXX XXXX both of XXXX exchanged XXXX a piece In cash for two online ordered gift cards. Truth is we were scamed. We went to XXXX in early XXXX and there cash registers declined a purchase and the said with card wasn't activated or was invalid. We called my vanilla card customer services and they started a ticket in both both there getting errors and invalid on both cards we contacted ecpd In XXXX XXXX wi. There on there way to assist us in getting the cash back I'd it's not spent already. Wanted cfpd to be aware of this.
|
| 03/18/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
In late XXXX I recieved two vanilla gift cards as a gift - one of them suddenly stopped working with ~ {$80.00} remaining in balance. After at least 10 attempts to get ahold of the company through their customer service phone number, email, and social media pages - I was not once able to get ahold of anyone ... spending hours of my time in an attempt to get in contact with anyone at all that could help resolve the situation.
At this point, after the time spent, with a seemingly non-existent customer service team- i can not continue to try to resolve this on my own.
|
| 08/16/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
My son purchased a visa gift card ( Vanilla ) for my birthday from the XXXX XXXX XXXX in XXXX, WV in XX/XX/2021. I checked the balance online on XX/XX/XXXX. The balance was XXXX . I tried to pay for a purchase in XXXX, TN on XX/XX/XXXX. The card was declined because there was no balance left. I had not used the card for anything. I immediately contacted XXXX and filed a report. They told me it may take up to 90 days to rectify the situation. In XXXX they informed me that there was nothing they could do. So ultimately we lost XXXX $ by purchasing a Vanilla gift card.
|
| 03/06/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
We have received a gift card for {$150.00} for birthday from friends and when we tried to use it, it has XXXX balance, The card is issued by Vanilla, in a sealed packet, and we have activated prior to going to the store, but it already was activated by some one and all balance is used up.
Following are the details : Vanilla VISA Gift Card Cust service no : XXXX XXXX XXXX Purchased at XXXX Store Card number : XXXX Expiry date : XX/XX/29 Cvv XXXX Name, address, ph no Case # opened by calling customer service number : XXXX Rep name XXXX XXXX Email info : XXXX XXXX
|
| 05/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
my colleagues and i each received {$500.00} prepaid visa debit cards. Upon trying to use mine, it had already been " hacked '' and used at what appears to be an east coast grocery chain ( i live in Hawaii ). i reported the theft to vanilla gift cards, and filled out the proper paperwork to document the theft. i was told to expect 45-90 days ( I sent it in XX/XX/22 ). It has now been over 90 days, and vanilla gift card is no help. 2 of my other colleagues also had there money stollen too. This is a major problem, and vanilla gift cards isn't doing anything to help.
|
| 04/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
In XXXX, I discovered fraudulent transactions that fully wiped out all the balance on my XXXX XXXX dollars Vanilla Visa Gift Card. I contacted InComm to dispute the transaction, and I was told by XXXX that they would initiate an investigation to recover the fund. I was subsequently informed of the reference number XXXX. In XXXX, I received a partial replacement of about XXXX dollars. I contacted InComm costumer service and they told me that not all transactions were reported as fraudulent in XXXX. I was given a new reference number of XXXX for the second report.
|
| 09/08/2023 |
Yes |
|
|
|
Web |
|
|
At this point I'm trying to find other persons to help file a law suite . For misleading consumers. When u file a dispute it says that they will issue out a replacement card with the reminding balance. But u file a dispute they tell u u need to wait 90 days for a new card thays what a Rep ( XXXX ). told me. How is this possible make no sense at all. They hold your money and give it to u when they want. Then ask for all this information like receipts who keeps them anymore people just have a pile of receipts laying around the house for years and years. XXXX XXXX
|
| 08/05/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Advertising
- Changes in terms from what was offered or advertised
|
|
Web |
|
|
Vanilla Gift cards.
this complaint is with respect to vanilla gift cards. Yesterday I tried to call the number that was printed on the back and the associates were insistent that I must give personal information my name email address and address to enter me in some kind of new promotion before I could check the balance of the card, after informing the agent three times that I was not going to provide any information. The agent insisted that this is the procedure that they must follow and that they must obtain personal information for you to check a gift card.
|
| 07/02/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a pre loaded Vanilla Gift Card with a preloaded amount of {$25.00}, using {$25.00} cash to make the purchase, and when I attempted to use it, a month later, could not. I did call the card shortly after purchase, and {$25.00} was the available and the card was ready for use. Upon attempting to use today, the 4th call to confirm the balance, the automated system stated there was an issue with the card. Speaking with XXXX, I was informed that I had to return to the merchant, to obtain the receipt, and send it to them, so they could verify the purchase.
|
| 09/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have bought multiple XXXX XXXX XXXX XXXX over the past few months. XXXX of them did not work and I opened cases with Incomm nearly 2 months ago. I keep getting the run-around from them. They first told me my case would be resolved and I would have access to my funds within 30 days. After 30 days had elapsed, they then told me the issue would be fixed in 48 hrs, then another 48 hrs, then another 48 hours, and now finally I just called in and they say another 48 hrs. Basically they have done nothing about my cases and just keep kicking the can down the road.
|
| 03/08/2022 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I purchased 4 Vanilla Visa gift cards. I tried to use them the next day and they didn't work. When I called, they said that there was an activation issue at the store and I would need to send the receipt info. However, they could not determine which store location I bought them from, and since I buy many multiple transactions per day, I could not figure out which store receipt I should send. I sent them a credit card statement for that day, showing the multiple transactions I made. It's been weeks and I still do not have access to my vanilla visa gift cards.
|
| 12/31/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
Hi. On XX/XX/XXXX we had ordered a {$50.00} vanilla gift card for a doctor that makes home visits. 2 days later I received an email from the company saying that the order was on its way and what arrive in 5 to 7 business days. Today is XX/XX/XXXX and the recipient not received anything as of yet. I have called the company on at least two different equations and have been told that will show up eventually. The 5 to 7 business days has long gone by and I would appreciate to know what is going on with this card. The customer service people are less than helpful
|
| 12/13/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
In XXXX, I notified Vanilla Gift Cards that XXXX {$500.00} cards I had purchased at XXXX XXXX XXXX, MN, had been tampered with and were unusable due to fraudulent activity. I sent documentation of my purchase and of the scratched off security codes on the cards and requested replacement. Initially, they sent XXXX {$500.00} replacement and XXXX {$0.00} replacement cards. I called and emailed several times about the mistake and each time I was told theyd erred and would send the XXXX remaining replacement cards. Nearly XXXX months later, I am at my wits end.
|
| 10/19/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased reloadable prepaid Vanilla Visa Card in XX/XX/XXXX. They charged fees every time you reload card, they also charged fees when you were calling them. I paid them over {$900.00} in those fees, most of them unjustifiable. In XX/XX/XXXX I initiated transaction dispute in an amount of {$140.00} as a duplicate transaction. I spent time and money sending Vanilla Visa faxes to their Chargeback Department. They never responded or resolved the issue. Because of that I wasn't able to pay some of my bills, creating huge inconvenience and hardship for me.
|
| 07/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Problem getting a working replacement card
|
|
Web |
|
|
I contacted vanilla prepaid debit card today XX/XX/2023 about them replacing my gift card with a balance of {$30.00} because once I opened the package I saw that the card was misssing numbers on the front and missing the cvv number on the back. They wanted me to provide a proof of purchase of the card when it was a gift given to me on celebration occasion. A receipt I obviously dont have or know who gave it to me. This company obviously know most of the people wont have access to that receipt as proof, thats the way to keep their scheme fraud going.
|
| 02/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased two vanilla gift cards ( issued by XXXXXXXX XXXX ) they were declined most places so I called customer care. They told me they would send me a check for the money left on the cards. The check never came. When I called to inquire they told me the cards were turned off and the case was under investigation and someone would call in 48hrs. This charade has now been going on for 9 weeks. They will not release the funds, refund the card purchase or reissue the gift cards in working condition. The cards are issued by XXXX XXXX Case number XXXX
|
| 11/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I bought a {$500.00} prepaid vanilla visa debit card in XXXX. I tried to make a purchase online and the card got declined. Called customer service and they told me i needed a replacement. They said they sent one and told me to wait 7-10 business days. After about a month, i called back, and they said theyd send a new one since the one they supposedly sent never arrived. After another month, it still has not arrived, and i can get no information when calling, other than i should wait. They will not provide a tracking number or anything for the card.
|
| 08/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Ought a Vanilla gift card for XXXX XXXX and can not activate it because there is no 3 digit code on back of cardhave been calling the company since XX/XX/23 and they have only lied to me and will not return my XXXX XXXX that they stolethey keep saying they dont have a resolution yet and keep lyingI have had to resort to cont my attic for help but now they will not even give me the contact info for a manager. ZI have been put on hold many hours and been hung up on repeatedly this scam of a company needs to be closed down by the Federal Government!!
|
| 03/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
Visa vanilla card has refused to credit back a return started on XXXX from XXXX who has confirmed that they have already sent the funds back to visa. For the past week visa has been lying to me about when the funds will be available its already last the days they have for the refund to process. I called today and spoke with a very nasty representative who refused to transfer me to his supervisor telling me they the supervisor would tell me the same thing and that it would be an additional 7 business days for my refund to credit back to the account.
|
| 10/08/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
I purchased a {$500.00} Vanilla Visa gift card from XXXX for my wife 's birthday on XX/XX/21. On XXXX XXXX charges for XXXX $ ( in the span of two minutes ) were made on the card to " XXXX XXXX ''. I've contacted Vanilla Visa Gift card and XXXX XXXX, to no avail..
I am reading online that I may be out of luck getting my money back/balance refunded on this scam, due to gift cards not being included on Visa 's liability policies. Somehow, the card was used anonymously with us never presenting the card, and its ' balance is now XXXX. Happy Birthday.
|
| 08/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
My son received a {$20.00} visa gift card from his friend for his birthday. When I went to use it, they said there was only {$3.00} available. I opened the card in the store so it had not been previously used. The card number on the front was partially scratched out. I called the vanillagift customer servicenumber. They started a case but said they can not open a case without me sending them a copy of an ID and my birthdate. That is a violation of my privacy. It seemed like a scam. I only wanted a replacement gift card in the amount of {$20.00}.
|
| 06/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
purchased few gift cards on XX/XX/XXXX. When opening the package it turned out that 4 digits of the cad number had been manually removed ( probably by a scammer ) and the magnetic stripe somehow deactivated which prevented me to use the card. Fortunately I noticed it really fast and was able to call the number on the back of my card to ask gift card issuer to immediately block my card and send me another one.
Incomm sent an email stating they will send a replacement card, but I have not received anything nor did they provide a tracking number.
|
| 07/22/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
Hi, on XXXX XXXX 2016 I purchased a XXXX XXXX pre-paid card at XXXX. I opened the package to find the card was clearly tampered with and when I checked my balance instead of {$500.00} there was XXXX and a transaction by someone else for the rest. I followed XXXX procedures and submitted a receipt, my drivers license, and pictures of the gift card. They promised to get back to me in 4-6 weeks. Its been four months and every time I call they say " its processing ''. They have my {$500.00} hostage and I really hope you can help!
Thanks, XXXX XXXX
|
| 12/04/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Purchase securespend prepaid card for {$500.00} on XX/XX/XXXX, went to check the balance of the card and received an error. Called the phone number on the card and was told that card was marked for fraud as a transaction for {$500.00} had been made. Transaction was not me clearly. Expect a refund, or new card with same amount. Filed a dispute case with agent over the phone, and signed it online.
Has been over 30 days that I have not received my money back or a new card .... ridiculous to wait this long for my {$500.00} which was stolen.
XXXX
|
| 12/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Hello. I purchased a Vanilla Visa gift card on Monday, XX/XX/22. I have tried to check the balance of my card multiple times and I continuously get an error back. I have even tried to call the number on the back of the card for Customer Service and all I do is wait and wait and wait. Minutes to hours with no representative that's not " assisting '' other customers. {$200.00}. {$200.00}!! GONE!! I will never purchase from Vanilla Visa again. I am so upset right now. This card was purchased at a XXXX here in XXXX, PA! I just want my money!!!!!
|
| 11/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I was given 2x {$25.00} Vanilla Visa Gift Cards last XXXX with expiry dates of XX/XX/23 so didn't think there was any rush to use them. I went to purchase something for {$25.00} yesterday and it was declined. I thought perhaps I had to do something with then first so went online but didn't have the info needed so rang them. They informed me that both cards are worth {$15.00} now because they have been taking fees of {$2.00} per month from the XXXX month after the purchase date. Heaps of people are being caught out by this. It is disgraceful.
|
| 03/11/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Advertising
- Changes in terms from what was offered or advertised
|
|
Web |
|
|
I purchased a One vanilla prepaid card on XX/XX/2021. I was going to use it to pay online bills, but when I tried it wouldn't let me. I called the customer service and they told me that they are removing the online option. But they haven't done so yet. Since I couldn't use it online for the bills i needed, I asked for a refund. Today is XX/XX/2021 and I still have not received the check in the mail. I have called them numerous times and each time they tell me a different day it should be here. It is XXXX that I can not use. They won't help.
|
| 10/08/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I tried to make a donation to XXXX a well known XXXX for the total gift card amount of {$50.00} using a gift card from vanillagift.com Card Serial # XXXX XXXX, from Vanilla told me it was impossible to unblock the purchase as it was being flagged as inappropriate. This was after I tried to check my balance online. The online system also failed.
I have worked in finance and it is my belief that Vanilla ( https : //vanillagift.com ) is purposely making it difficult for people to spend their money. This is a good scam, but should be stopped.
|
| 09/28/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a gift card from a friend worth {$350.00} and when I opened the card 4 out of 16 digits were erased on the card. I had received a gift receipt for the transaction as well. I contacted XXXX where the card was purchased from and they reached out to Vanilla Gift Card who is the issuer of the gift card but they could not help with it. I tried to contact Vanilla Gift Card and they are saying that they can not help with missing numbers on the card. This is really disappointing since this is their fault and they are not owning upto it.
|
| 06/29/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I purchased a Vanilla Visa Gift Card- before I could use it, the card was compromised- I've called the number in the back of the card- XXXX they keep telling me that they will be sending me a form, via email, their claim form to file a dispute, however, to date I haven't received this form. I phone all the time and still haven't received resolution to the issue. I purchased a Vanilla Visa gift card at XXXX for XXXX in XXXX and would like this to be resolved. According to the back of the card, they are serviced by InComm Financial Services.
|
| 10/07/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased two vanilla gift cards on XX/XX/2022 around XXXX XXXX. I went to check the balances of both cards and see that transactions for XXXX had been done on the cards. I have called XXXX and they arent willing to cancel the order. I also have reached out to vanilla who advised me that they arent able to cancel the transactions. Im being told that I have to wait for the transaction to clear and then dispute which can take 90 days. Im now out of XXXX for my gift card purchases. I would like assistance with retrieving my money back.
|
| 02/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I purchased a XXXX vanilla gift card went online to register then proceeded to XXXX to make a purchase when trying to make purchase card was declined myself and merchant tried several time with no success merchant instructed me to contact company which I did I'm store I was told my card had been used online for several other transactions and I couldn't file dispute I can't view transactions online and i have proof I was in XXXX with card while the transactions was taken place I have original receipt for gift card as well as packaging
|
| 02/09/2018 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
My XXXX XXXX gift card was lost or stolen and I called XXXX XXXX / Incomm and verified my information and was finally told I'd receive a replacement card on the XXXX within 8-14 business days.
It never arrived so I call again on the XXXX and another replacement card is said to be placed.
It's now XX/XX/XXXX and I've called once more and I've never received a card.
I've never heard of such incompetence - who can't mail a simple card? I've verified my information and address over and over and over and spoken to reps ad nauseum.
|
| 09/13/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a XXXX giftcard. When I got home and opened it, it was scammed. Someone put a fake barcode which matches the number on the packaging. I always check the number and touch the barcode too but this time the copy had a barcode feeling on it. Whoever is doing this, is very good at fraud.
Under the barcode that was activated and was only a copy, was another card which says {$100.00} on it. Someone took this card and inserted the copy and replaced it. The information you requested is attached. Value purchased was {$500.00}.
|
| 04/27/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I have tried to purchase LED lights on XXXX and used my Vanilla Gift Card through XXXX. The charges were declined. However, Vanilla Card put a hold on {$41.00} and will not release it. After spending 40 minutes on the phone the only answer I was getting, I need to wait 8 days. This is not a refund but a declined transaction. Why are they holding my money for so long? At this point, I hope to get it back but after reading many complaints from other customers, I wouldn't be surprised if they come up with more excuses. Please help!
|
| 06/02/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
purchased few gift cards on XX/XX/XXXX. When opening the package it turned out that 4 digits of the cad number had been manually removed ( probably by a scammer ) and the magnetic stripe somehow deactivated which prevented me to use the card.
Fortunately I noticed it really fast and was able to call the number on the back of my card to ask gift card issuer to immediately block my card and send me another one.
It has been almost 3 months now, and I haven't received anything nor they have replied to any of my follow up emails
|
| 01/12/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Sometime in XX/XX/XXXX I bought a prepaid Visa MyVanilla card for XXXX $ plus the initial fee. The card was kept in its packaging and brought with me between then and XX/XX/XXXX. In XXXX, I attempted to register the card, and was unsuccessful. I tried to do so over the phone, and was told that 13 months worth of inactivity fees had been charged. The packaging only states the cost of the initial fee, ATM fees, reload fees, and balance inquiry fees- it does not disclose inactivity fees nor did it contain a cardholder agreement.
|
| 09/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a Vanilla Gift card at XXXX on XX/XX/XXXX. When I tried to use the card 30 minutes later the funds were already used. I contacted the company and they told me that I had to wait 8 days to file a dispute. I contacted them XX/XX/XXXX and sent them the requested packet of information. There has not been any response to my inquiries at their dispute resolution email ( XXXX ) and when I contact their customer service call center XXXX, they do not assist. They continue to direct me to the same email with no resolution.
|
| 04/11/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I went into XXXX on XX/XX/2022 and purchased a Vanilla gift card for the amount of {$250.00}. It was a gift for my nephew when he opened the gift card the back CVD code was scratch off and we were unable to use the card. I got in contact with merchant and they stated it was fraud since there was no longer a balance I've been contacting the merchant since XXXX on many many occasions without any resolution. In addition, every time I ask to speak to a higher up such as a supervisor or manager the call is purposely disconnected.
|
| 08/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2023, a {$200.00} Vanilla Visa gift card was purchased at a XXXX in XXXX and gifted to us. The package was seemingly untampered with and completely sealed.
Upon opening the card, the XXXX to XXXX digits of the 16 digit card number were scratched off as well as the security code on the back. The card was activated in store ( electronic card activation receipt attached ) but we have not been able to purchase anything with the card. I believe the cards have been tampered with and used before we have even opened it.
|
| 08/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a gift card on XX/XX/2023, that was fraudulently used.
I contacted XXXX immediately to dispute the charge and request a replacement card, opening case number XXXX.
On XXXX XXXX, XXXX, XXXX requested documentation on the card, which I provided and also attached to this complaint.
On XX/XX/2023, XXXX informed me the case was resolved in my favor, and promised a new card via XXXX delivery. However, this card has still not arrived, 4 weeks later.
Since then, I have not heard any updates on this case.
|
| 01/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I loaded money on a XXXX gift card to purchase my kids XXXX XXXX before I could use the card someone has already made purchases at XXXX so I contacted XXXX to have to purchase stop and the money returned I contacted vanilla gift to let them know I stopped the transaction to check on my refund they said that I couldn't do that I needed to fill out a form so they can investigate which I didn't understand why since XXXX had stop the transaction. It has been since XX/XX/XXXX and I still haven't received my money back.
|
| 10/22/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was given a vanilla gift card. I checked the balance on their web site and found out that {$490.00} of the {$500.00} dolls were already used aXXXX XXXX XXXX
I called the company right a way. They said they put a hold on the card but I would have to call back a week later to see if they got the transaction stopped.
I called back on XX/XX/22 they said the money had been spent. I would need to fill out and send back a form. I sent back the form.
This company has stolen {$500.00} dollars from me. Please help.
|
| 09/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased {$25.00} vanilla gift card and tried to check balance and site said invalid card. I called customer service and they said my card was locked due to potential fraud and they would have to send me another card in the mail taking 7-10 days! How can they lock my card right after the purchase of it? I think they are doing this to hold your money longer ( draw interest of your purchase ) without you being able to spend your balance. Im sure they are doing this to slot of people! Please do something! Thanks
|
| 07/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$500.00} Vanilla Visa Gift Card, issued by Incomm, around XX/XX/XXXX at a XXXX gas station in XXXX XXXX. Before I even arrived home that day, within a few hours, my card was already entirely drained by a third party. I filed a dispute with Incomm, and they took 5 months to respond and tell me that they will not be returning the funds to me. They have effectively stolen my {$500.00} from me and left me without any recourse by selling me a compromised product.
My case number with Incomm is XXXX.
|
| 10/10/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I was given an electronic Vanilla Visa Gift Card for {$200.00} as a gift from work. I attempted to use it at XXXX. It wouldn't process it. I attempted to use it on XXXX, it wouldn't process it. I called XXXX and they stated that this was due to security reasons. I requested to speak with a supervisor, she stated they would tell me the same thing and that I should just keep trying to spend it at other places. This is an electronic gift card not a physical gift card, using it a physical location is prohibitive.
|
| 09/04/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I received a {$50.00} Vanilla VISA gift card last XX/XX/XXXX. I made sure the balance was there and put the card in my wallet. However, when I tried to use it on XX/XX/2019 it got rejected. I called customer service number at XXXX, logged a case number XXXX and then emailed pictures of the card and my ID as they requested. Today, I called them asking for an update but they asked for receipt. This is a gift card means I received it as a gift. They then claimed the card was never activated. A lie after another.
|
| 10/28/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
My card number ending with XXXX was lost and someone used the card they withdrew XXXX from account I let the company know about this I have open 2 disputes regarding this and no resolution is was denied The date was XX/XX/XXXX the merchant says XXXX XXXX XXXX the amount was XXXX and XXXX Also there was others withdrawal on XX/XX/XXXX- XXXX, XX/XX/XXXX- XXXX, XX/XX/XXXX- XXXX now I contacted the merchant and they told me that they couldn't send out a card too my address and they still are denying the claim
|
| 10/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Got a XXXX pre paid card for my birthday that I used once and now is completely inaccessible as every time I try to use it the pin is wrong and the card is declined. The other cards I got did not have this issue and the customer service line was nothing but prerecorded non-sense with no pertinence to my situation. Im aware of the stipulation that the first pin entered for the card acts as the cards pin but I didnt put an employee ran the card and I dont know what happened from there for this to happen.
|
| 09/13/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I purchased a vanilla gift card for {$500.00} on XX/XX/23 at XXXX XXXX. Not even an hour later my funds were gone. XXXX transactions for XXXX. And the XXXX transaction for XXXX. This took place XXXX hour after I purchased the gift card. I couldnt even call the merchant directly because they have no phone support only email. These people are experienced thieves. And worst is the vanilla gift customer service is no help. Only saying XXXX days for investigation and Im not even guaranteed the money back.
|
| 08/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
on XXXX purchased a vanilla debit visa card for XXXX at XXXX when i went to use the card i was told the card had been used i called vanilla card they said the card was not actvided whet back to XXXX they said the card was used at XXXX XXXX in XXXX XXXX on XXXX @ XXXX for {$100.00} also used XXXX @ XXXX for XXXX I called vanilla they were going to look in to it.has been over 62 days my case # XXXX i called yesterday they said they had no case #. i would like your help getting my money back thank you
|
| 11/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I bought a prepaid card with a balance of {$500.00} back in XX/XX/2022. Since then I have been having trouble using this card. I called customer service on and around the third week of XXXX, XXXX and I was told a replacement will be sent. Finally, I got a replacement card on XXXX XXXX. When I am trying to activate the newly replaced card, It is telling me the card information is incorrect. I trying calling the customer service number which is going nowhere after almost two separate 45 minutes hold.
|
| 11/22/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
My social security XXXX was direct deposited on my XXXX card on XXXX XXXX 2017. I was visiting XXXX ok with my son. When I got home I noticed the card was missing and reported it. The company sent me a new card. Now Incomm sent me a letter refusing to credit my account. Someone stole my card and withdrew XXXX and XXXX within two minutes from an atm. I never gave permission or my pin to anyone. I need this money to live on. I am XXXX. Please help. I am attaching the letter Incomm sent.
XXXX XXXX
|
| 09/24/2018 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/XXXX, I contacted the company to file a dispute. The representative process my dispute and I was told within 7-10 days I will receive a provisional credit while waiting for the investigation to complete. It is now XX/XX/XXXX and I have not receive any provisional credit I supposed to receive while a pending investigation. It appears the company is not following the policy of a provisional credit to the customer during the dispute process, so the customer can have the use of their funds.
|
| 08/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I loaded {$45.00} onto the card at a XXXX XXXX on XX/XX/2023. At first, I was able to spend money on online items, which the transactions went through. However, now, every transaction on XXXX and XXXX XXXX is being denied. As of today, XX/XX/2023, I still have {$15.00} on the card and have been unable to spend it. I tried to contact customer service but never got an answer. The website on a laptop or PC will not work at all, and will only work from your phone. The company involved is XXXX XXXX
|
| 04/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
The CEO of my company purchased a gift card for the birth of my child for me. They did not provide a receipt and the gift card company never activated my card. I attempted to call support and they requested a copy of my driver 's license to activate the card, I provided this and now they are saying the only way to activate is through a copy of the receipt which is unattainable. I feel as though this is a scam where they just compile money from those who do not retain the receipt of transaction.
|
| 02/12/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem using the card to withdraw money from an ATM
|
|
Web |
|
|
I was trying to pull money off my card to pay my rent. The card said daily limit so I called card issuer. I verified with the same information like always except this time the lady on the other end said I couldn't verify the information she had and froze my account. I jumped through their loops sent in copies of the requested documents and waited the time frame. Incomm has yet to do there job in the allowed time and can't be reached by phone. Myvanilla just keeps apologizing and giving excuses.
|
| 06/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
On XX/XX/ I purchased a vanilla Visa gift card for {$4.00} I then put {$500.00} on the card. There was still {$72.00} left on the card when vanilla shut off the card on XX/XX/XXXX Once the card has been shut off there was no way to get to customer service on the phone or online. I have made contact with them through the cfpb. communicated with XXXX XXXX. send it send me a check on the XXXX of XXXX never happened. Now no one answers that line of communication. Thank you for listening. XXXX XXXX
|
| 09/09/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I found a vanilla visa gift card that someone gave me in the past. I have never used it. It was expired, so I attempted to contact the company to get a replacement card. The website simply says the card is invalid and to contact customer care. I contacted customer care on XX/XX/21, and was told I would be mailed a replacement card. I waited and waited, didn't get anything, so I called back. I was then told that I would have to wait until XX/XX/21 at the earliest to receive a replacement card.
|
| 10/11/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I have a charge of XXXX out of XXXX for my card I was told they knew nothing and to call back on the XXXX. Apparently its a scam website that has stolen money from there gift cards in the pass. Its only XXXX but I will get a lawyer this money was a gift to my child. For them to know they had problems with this site there cards were compromised and they have no answer for there customers only to call back in a week. This company should b shut down if money is not safe in there bank accounts.
|
| 03/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
On XX/XX/XXXX of this year, I filed a claim for stolen funds off of my " Vanilla '' card and I proceeded to send them a written copy ( provided by them ) of details for how much was taken, etc. I am still waiting for resolution to this matter! I have emailed them about the status of the case, and received no reply except for one stating they couldn't find my account info! Ugh! I immediately wrote back and told them I made copies of EVERYTHING so it shouldn't have taken this long to resolve.
|
| 11/10/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchase a Visa gift card from XXXX XX/XX/23, depositing {$300.00} on card for online shopping.After activating card it allowed no transactions, Called Vanilla Card Company, sent all documents asked.Faxed & E-mail 5 times because customer representatives said no faxes or email 's were being received in the time period asked.And closed out my card.I have proof of timely sent Faxes, E-mails. Along with receipt of purchase for card.Can you help me too resolve this {$300.00} problem thank you.
|
| 01/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I recieved a vanilla gift card for {$100.00} for XXXX. I have tried to use it and it does not work. I tried to go online and it does says there is a system error - try back later. I spent 45 minutes on hold today only to be told sorry your card is empty. I have not used the card. My XXXX XXXX XXXX mother purchased it on XX/XX/XXXX from a XXXX XXXX in XXXX, TX and it was in her pocession until XX/XX/XXXX. I have had the card in my pocession since that time. Their response is we are sorry.
|
| 12/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
On XXXX occassions when I tried to use the card to pay for a purchase, the card was declined. I have now called the card issuer 3 times. When I enter the card number into their automated system, the message I get is that the card number is invalid.
I have spoken to a card issuer rep on XXXX separate occasions. Either I get placed on hold and no one ever comes on the line, or I get disconnected after explaining my situation. I am courteous and respectiful, so I don't know what to think.
|
| 09/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
On XX/XX/XXXX I received a VANILLA visa gift card from an old co worker for an amount of {$150.00}. I received the gift card and a majority of the card number was scratched off on the front. In addition, the 3 numbers for the security code were also scratched off. I tried calling vanilla customer service and there was no option to speak to a representative. The only options they gave were to activate the card or check the balance which I couldnt do because the numbers could not be read.
|
| 06/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I received a vanilla gift card for {$200.00} it never left the package when I opened it and tried to use it there was no more money. I found someone immediately used it online at XXXX 's XXXX for two charges. I contacted the company they told me to file a dispute which I did now they are ignoring me. I also found out this is a big issue with this company where the money is disappearing. It is if their system is the cause. I think this company needs to be thoroughly investigated.
|
| 05/04/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I have a XXXX XXXX XXXX bank account / card. In XXXX of XXXX there was an unauthorized charge. I dispute the charge and initiated a chargeback in XXXX of XXXX. The company InComm Financial Services and XXXX denied the chargeback the same day I disputed before even receiving my dispute packet / affidavit. I asked to reinvestigate in XX/XX/2022 and they have failed and/or refused to respond. They're engaging in totally unethical and illegal behavior. The last 4 of my ssn is XXXX.
|
| 04/20/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I received a gift card for {$100.00}. Upon activation, the funds were used in another state. I contacted the company XXXX/Vanilla Visa for assistance and they said for me to complete a fraud dispute. I completed their form, submitted the requested information on XX/XX/22 and they indicated it would take 90 days to complete the investigation. I have made several attempts via telephone/email to get an update and/or response regarding my request and the company has not responded.
|
| 05/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought 2 vanilla gift card at a XXXXXXXX XXXX and when we went to use them ( 2 separate dates ) both cards were declined. We then checked the balance and transactions online and noted both had been used but not by us. We had no idea the business used at. We contacted vanilla gift card filled out a dispute form and appears they dont really care and no follow through has been made. Very frustrating as we have basically lost {$200.00} and yet no one is responsible for this.
|
| 02/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I got vanilla visa prepaid card as a gift XXXX $ value. In the moment I activated it on their website on XXXX, XXXX XXXX $ were pending for XXXX transaction I havent made. I tried few times to call them and dispute this transaction, they told me to call in 1 week, I called again and they said they will start dispute after I fill the form from them. They wrote down my email and I never heard from them again. Than I tried to call them and the same situation happened again.
|
| 12/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I contacted Visa VanillaGift.com and XXXX XXXX customer service on XX/XX/2023 regarding an issue with the full 16 digit card number not fully displayed on a {$100.00} gift card I received as a gift for my birthday, and I could not activate the card because the card had been tampered with. I was unsuccessful reaching a resolution with Visa Vanillagift.com or XXXX XXXX because I was told there was nothing that could be done if I was not the original purchaser of the card.
|
| 11/30/2023 |
Yes |
|
|
|
Web |
|
|
i purchased the gift card on XX/XX/2023 at XXXX. the card was for the amount of {$220.00} with a purchasing fee of {$5.00}. I did not attempt to use the card until XX/XX/2023 and that is when it was declined so i logged onto the website and realized the entire amount had been used. i did not authorize this purchase nor have any idea what is was for. the card issuing company has been completely un helpful in the situation and keeps transferring me to useless departments.
|
| 05/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
I purchased a prepaid XXXX gift card from XXXX at a XXXX XXXX {$500.00} use it a couple of times maybe XXXX or XXXX and every time I used it it was I had to call the customer service for sometimes XXXX or XXXX hours wait to get okay for every time finally near the end after somebody else was charging on the card also they shut it off with about a couple of XXXX dollars still left on it and that's the last I've heard of it can't get any more information on it thank you
|
| 01/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
My prepaid XXXX XXXX gift card was depleted of all its funds ( {$75.00} ) when I went to check the balance on a fraudulent website, pretending to XXXX actual balance checking site. I contacted XXXX directly to see if they could resolve, and although they opened a ticket, I havent received an update since my initial communication with them despite reaching back out several times. My case is XXXX. Please advise - any help would be greatly appreciated. Warm regards, XXXX
|
| 05/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
my vanilla gift card was hacked on XX/XX/22 for {$190.00}., I filed a complaint with them on XX/XX/22 and recieved case # XXXX. I submitted the form they requested and have a email confirmation from XX/XX/22. I was told this would take 90 days to resolve but when I call they have no information for me and today I was told I was emailed about this claim on XX/XX/22 and I have no email was recieved. they also state the case is still being worked on but have no updates.
|
| 12/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Card was a Vanilla Gift Card. Once card had {$150.00} loaded onto it and the other had {$50.00} loaded. XXXX was supposedly activated in store but no purchases can be made online or instore at all. I tried contacting customer service but I was only able to get an automated voice recording and cant seem to get an online representative on the phone. Many others online have reported their cards being changed unknowingly or not having access to any fund on said card.
|
| 01/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Today I tried to use my Vanilla Visa Giftcard at XXXX and the card declined. I tried to check the balance online and it said there was an error and to try again later. I called customer care and checked my card balance and it was just loaded and had {$75.00} on it. I couldnt understand why it would decline so I stayed on the call but non of the automated responses matched my problem and there was no real representative. My card is activated and still declines.
|
| 07/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I bought the card back in 2020 to pay for my plane ticket and days later the card was missing and just recently found it laying on the floor of my guest room I checked the balance and from {$500.00} it was on {$0.00}, I immediately called the number in the back and it was locked and said it will take 90 days but it's been too long and haven't heard any updates. It was a One vanilla visa prepaid card. It's very urgent I receive a solution as soon as possible.
|
| 01/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I filed a fraud dispute with this company back in XXXX XXXX over the phone. I later found out that I needed to fill out a form and send it back to them. I did so in XXXX and they confirmed receipt and assigned it to Case ID / XXXX. As of XX/XX/XXXXXXXX, they finalized my case and it was denied, with no just cause ... Again, this was a FRAUD dispute. Meaning someone stole my card and used it without my permission. These clowns completely mishandled my claim.
|
| 07/07/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Sent card you never applied for
|
|
Web |
Older American, Servicemember |
|
Called the contact center at XXXX on XXXX XX/XX/2021 and asked why I was receiving a card I never asked for. It is being advertised as a Prepaid Visa Card and asking that I transfer my deposits to this card. I am concerned that my credit score could be affected by this and that someone is trying to ruin my credit. MyVanilla company insinuated that this card was requested by me and they had my information when I was asked to verify. This also concerns me.
|
| 07/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Vanilla Visa Gift Card placed my card on hold. I called the customer service number at XXXX to ask why my card was on hold. A representative answered the phone and would not answer why my card was on hold. She kept talking over me and wouldn't answer my question. I asked to speak to a supervisor. I was then placed on hold for hours and no one ever answered my question of why my card is on hold. I have funds on the prepaid Vanilla card that belong to me.
|
| 11/08/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
my trip was to XXXX XXXX XXXX at XXXX there was a charge on my card from XXXXXXXX XXXX there was only XXXX on the card but I was told the charge was XXXX. I called and stopped the card and put a hold on it. they said they money might come back. so I waited a few weeks and nothing. I then contacted them again and now was being told I have to submit a claim form, ( never was told that in the begining ) so I did that and they won't give me my money back.
|
| 12/20/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I travel to XXXX Florida on a weekly basis. When Im there I stay at my parents home and purchase a {$50.00} gift for each night that I stay. My mother tried to use the gift cards and they were denied. The company website to check the balance is down and so is their telephone. We have 9 {$50.00} gift cards that do not work. The company is Vanilla gift cards through Visa. There are numerous complaints about the same thing happening to other people.
|
| 06/24/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
XXXX card issued by Incomm/XXXX will not allow activation without emailing to a generic unsecured email address copies of Driver 's License, SS Card, and utility bills. This is an unacceptable and completely insecure means of sending what is essentially all the necessary pieces of information to completely steal a person 's identity. Multiple calls to customer service have revealed that they have NO other option to protect their customer 's PII.
|
| 12/27/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was gifted a {$100.00} XXXX XXXX XXXX XXXX XXXX for XXXX. When I attempted to make an online purchase with the card, the purchase was declined. I logon to the website used to check the balance of the card and the balance reads XXXX, with a charge from XXXX in amount of XXXX, zeroing out the balance of the card. I contacted XXXX customer service and they said they would email me a dispute packet that I should return to them after filling it out.
|
| 05/24/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I purchased two Vanilla Visa Gift cards equaling to the amount of XXXX. The same day I gave them to my daughter for her birthday the XXXX was depleted, then the following day the XXXX was as well. Have reported the fraudulent transactions and there was a hold put on the card. I have filed a dispute, now waiting.. These cards werent tampered with, when I purchased them so Im really confused as to how anyone was able to get ahold of the card info.
|
| 12/11/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received two gift cards for my birthday. The first one had {$150.00}, and the second had {$500.00}, both purchased from XXXX. When I opened them, both cards only had 12 digits instead of the required 16. I contacted customer service, opened a case, and submitted the required documentation. They provided a case number, but since then, there has been no further action despite multiple calls and emails. I have all the receipts and documentation.
|
| 07/25/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Several days ago, I had purchased a XXXX XXXX Gift Card for the total of XXXX XXXX dollars. Not only am I unable to view my balance online, but my card with plenty of money to cover my purchase is being declined online for anything. Their website has offered no place to file a dispute or issue, so I resorted to the Consumer Financial website after calling their customer service line and not being placed on a line to speak with a representative.
|
| 10/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX I bought a Vanilla Gift card from a XXXX in XXXX for {$220.00} dollars. I used it to buy {$140.00} of merchandise on XXXX. but when I tried to use it anywhere else with the value of purchase being under the remaining {$77.00} it would not work. I tried checking my Balance on Vanilla Gifts website but it would keep having system errors, even when I tried other browsers or my cellphone. I can't even get into the Card 's account.
|
| 05/20/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
{$500.00} Vanilla gift card was given to me by my boss. After trying to use is found out there was {$490.00} fraudulent charges in the amount of {$5.00} increments over a period of just a few days. Filed a fraud claim back in XXXX XXXXwith vanilla ( as per Vanilla ) and still no response from vanilla gift card after multiple attempts to to get this resolved. They keep telling me they are emailing the fraud department to find out the status.
|
| 01/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
My Vanilla Reloadable Debit cards are not available as advertised on the company website.
The company publishes the following link on their website : https : //www.myvanillacard.com/whereToBuy After going to over 30 of the stores, all have the same display be there are no My Vanilla Reloadable Debit Cards in stock at any of the stores.
When I called customer service, there are no options to speak to a customer service representative.
|
| 10/31/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Advertising
- Confusing or misleading advertising about the card
|
|
Web |
|
|
I received in the mail 2 MasterCard loadable debit cards that I DID NOT REQUEST! I called the number listed for customer service and didn't like the direction the conversation was going. I simply wanted to know why I received these cards that I DID NOT REQUEST and the service rep started asking for personal information that I did not want to give. The company is : InComm Inc. XXXX XXXX XXXX, XXXX XXXX GA XXXX. Their phone number is XXXX
|
| 10/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Older American, Servicemember |
|
Checked balance of VanillaGift Card XXXX XX/XX/2022 and saw a fraudulent purchase made XX/XX/2022 XXXX. to XXXX. XXXX in the amount of {$290.00}. I did not make this purchase and I have never heard of this company.
I immediately called the phone number on the card and was told to go online and file a dispute with VanillaGift Card and they immediately cancelled the card. Please see attached Dispute Packet filed and sent to InComm.Inc.
|
| 05/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
Complaint against Vanilla Gift card. Card was purchased as a gift in the amount of XXXX dollars, from XXXX grocery store. The card funds were stolen in less than XXXX hours. Contacted Vanilla Gift card they said they would email a form. Never happened. Card was purchased on XX/XX/XXXX. Funds were gone by XX/XX/XXXX. I seriously doubt I will get the money. It was spent. Talked to 3 agents. Git the run around. 1 agent wouldn't even talk.
|
| 04/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX I purchased a Vanilla Visa card for {$400.00}. Before I purchased anything and with in 7hrs my {$400.00} had been stolen. This has happened to thousands of people. They say that they will send another card with in 45-90 days. But they never send a card and if they do the same thing happens. Vanilla Visa is a scam and they need to be looked into. I really need them to refund my {$400.00} and not have it take 45-90 days!
|
| 09/13/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased in my vanilla card and added approximate {$250.00} To the card. There was some kind of miscommunication regarding the ownership between my mother and I we both called in and claimed we both use the card. My vanilla gift card would not finished her ongoing investigation until I called yesterday the XXXX only to find out that the funds are no longer valid. The company is retaining possession of the funds I put on the card
|
| 08/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
My daughter bought a pre paid vanilla visa gift card from XXXX XXXX and had {$500.00} put on it can provide receipt. Before she even had a chance to use it her money was gone and we can't get anywhere with them or on how to get it back after the store promised to refund her money to her... It's been a on going headache for about a week she bought card on the XXXX of XXXX. When you call card it says to activate it at the store ....
|
| 04/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Ordered Gift Cards from XXXX XXXX XXXX XXXX. One of the cards failed to activate and I spent 2 hours with Incomm customer service and got nowhere. Infact, everytime I call the Incomm number on the back of the XXXX XXXX- it takes their level 1 customer service at least 45 minutes to answer the phone. I suspect that Incomm makes it difficult to access gift card funds people buy to increase their breakage rate and ultimately profit.
|
| 11/18/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The new card was opened. A gift paid by visa from my sister for a birthday on XX/XX/XXXX. {$300.00} value.
Gift card is missing middle numbers upon opening and missing security code in the back.
This is new card that was just unwrapped. Vanilla gift card. Tried calling and they will not respond without a card number and there is no card number. So. No way to contact or resolve by intentional actions of the company it seems.
|
| 11/28/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American |
|
I received a Visa Vanilla gift card as a gift, for {$100.00}. When I tried to use it, I was told it had no balance. I called the number on back of card and was told to send my problem in writing. I did that on XX/XX/ and again on XX/XX/, both times certified mail. I have not received any response from my request to date. I am a senior citizen and need all the funds available to me.I never used the card before being rejected.
|
| 11/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought a Mastercard Vanilla giftcard which was compromised. Someone had opened the packaging, photocopied the barcode to activate and then sealed it back up with superglue to defraud people buying giftcards. Whoever did that put another giftcard in there that was the wrong denomination. The barcode on the back matches the packging numbers because it is a photocopy of the card on card stock and even feels like a real barcode.
|
| 05/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
My wife purchased a Vanilla pre paid Visa card for my birthday in XX/XX/2022. The card is blocked and I am unable to use it. I called customer service and they are telling me to do things that are totally impossible to do such as getting a receipt which I no longer have. I want the card activated so I can use it. I know when it was purchased and where it was purchased. I am not getting anywhere and I am out {$100.00}. Help!!
|
| 11/02/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
|
|
We were sent a MyVanilla Debit Card in the mail that was unsolicited. It appears that someone opened up the card in my wife 's name. We contacted MyVanilla via phone and were told that without giving them our personal information, there was not a whole lot that they could do. We did not want to give them our personal information for privacy reasons. They did state that they would pass this along internally for a follow up.
|
| 07/25/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to send money to another person
|
|
Web |
|
|
Incomm was supposed to have sent me a check for the amount of {$170.00} for a previous dispute I filed with the cfpb about a vanilla prepaid gift card I was never ever to use. They kept the funds. This supposed check was mailed out XX/XX/2023 from what a representative with their company told me. They also told me to allow 3 weeks which was the XXXX of XXXX. They have closed the case without supplying me with any relief.
|
| 09/08/2017 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
My name is XXXX XXXX and i bought a {$50.00} XXXX gift card from an XXXX XXXX near my house ( Address : XXXX XXXX XXXX XXXX XXXX, AR XXXX ) and since i bought it it has not allowed me to use it or activate it at all. When i call customer service they tell me my card is expired and empty ( i never used it and it should never expire ). I need help because i need to pay my bills with that money and im really stressed out.
|
| 01/05/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
On XX/XX/2022 I purchase a XXXX XXXXXXXX XXXX from XXXX. When I tried calling XXXX to dispute the charges. XXXX stated they couldn't verify the charges. I called Vanilla at XXXX and spoke to XXXX XXXX he stated that it would take 45 days for them to investigate the dispute. Vanillagift.com stole my {$100.00} and refused to give it to me. I filed a dispute with them case number # XXXX. They are selling used gift cards.
|
| 05/29/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a {$100.00} prepaid vanilla gift card as a birthday present. On trying to use the funds it was rejected multiple times. I called the help line and was advised to provide proof of purchase and some identifying information. I submitted all information that was asked. Over the last couple of months I have gone back and forth with Incomm about this and they have ( so far XXXX refused to honor or credit the card.
|
| 12/28/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
My son purchased a Vanilla Gift card for {$100.00} at XXXX XXXX. When he tried use the card a few hours later it showed a zero balance. We looked up the card and it showed a {$100.00} charge to XXXX XXXX XXXX. My son didnt buy anything there. I called the Vanilla card services to report this. They argued that he did make the charge and then hung up on me. They said I had to wait 7 days and would not remove the charge.
|
| 12/01/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Have received a Vanilla Visa gift card. There is a fraudulent charge on the card at XXXX, on XXXX/XXXX/21 for {$63.00}. I never made this charge. There is no way to contact Vanila as they intentionally make it impossible to get a live representative. They are openly breaching VISA merchant protocol and are violating my rights. Their practices are dishonest and undoubtedly many people have suffered from similar issues.
|
| 09/18/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I purchased two Vanilla Gift ( VISA debit ) cards last year. But these two cards were stolen by someone else. I have contacted the XXXX company for almost one year, and provided them as much information as they needed. But every time, when I call them, they just replied I need to wait for another several days. I don't understand what's going on here. Are they doing this on purpose?
My case numbers are XXXX and XXXX.
|
| 03/01/2017 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
XXXX gift card from Incomm.
Had a {$25.00} gift card and with cash bought something for {$47.00}. Returned it to the store and the clerk accidentally put all {$47.00} back on gift card. XXXX froze the card saying it was more than {$25.00} and after calling XXXX or more times they are refusing to unlock the card. We ca n't speak with a manager. They are just stealing our money and there is nothing we can do.
XXXX
|
| 05/25/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was given 3 {$500.00} vanilla gift cards and all of the cards where used by someone else.. online purchases. I completed the fraud report and emailed In XXXX and have not heard since then. I have been calling and get no help. We are talking about {$1500.00} which is a lot of money. My 2 other co-workers got gift cards too which we received for our XXXX bonus and their cards have also been used by people online.
|
| 10/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I was given a vanilla gift card from a client and when I attempted to use it, almost the entire balance was gone, for a total of {$190.00} missing from a purchase that I did not make. I contacted the company and filed a dispute on XX/XX/22. I was told that I would be contacted within 60 days, I have called and email multiple times because it is far beyond 60 days but no one has responded to me or contacted me.
|
| 09/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
VANILLA GIFT CARD IS FRAUD!!!! THIS IS THE 3rd or 4th TIME HAVING TO REPORT THESE CARDS NOT WORKING. CLEARLY THE WORKERS ARE STEALING PEOPLE MONEY AND USING IT AND ALLOWING US TO FILE CLAIMS. I NEED MY MONEY NOW. THIS IS OVER {$200.00} & THEY ARE TALKING ABOUT THIS WONT BE RESOLVED FOR 30 DAYS WHEN ALL THEY NEED TO DO IS SEND A NEW XXXX.
THE CASE NUMBER THEY PROVIDED ME WAS XXXX!!!! THIS COMPANY IS A FRAUD.
|
| 04/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Visa vanilla gift card with {$200.00} loaded on it as a gift in XX/XX/2021. I tried to use it today and it was declined. When I called the number on the back of the card I was informed that there were three transactions on the card, all dated in XXXX, 2021, all transactions were made in XXXX, CA.
I did not make any purchase with this card as I had left card in the original packaging until today.
|
| 12/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I used vanilla gift card in gas station in XXXX and machine declined the transaction after XXXX minutes the transaction was done and I did by phone dispute and asked to stop the transaction vanilla told me was done I back to gas station to know the transaction was done told me no and back again to vanilla and did another dispute and vanilla told me the time was done with dispute and refused money back XXXX $
|
| 08/02/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
I purchase a prepaid XXXX at XXXX and the receipt stated that it was authorized. My son went to use it and it was n't authorized. I called XXXX and so far it has taken 72 hours and I still do n't have the money or an authorized card. I sent a copy of the receipt, a picture of the card, and my driver 's license ( as requested ). They are telling me that it is in compliance and that they are unable to help me.
|
| 02/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
I received a visa vanilla card in XX/XX/XXXX for {$500.00}. I went to use the card in XX/XX/XXXX to pay a hotel bill. When I called on the balance was {$5.00}. I never used the card there were several charges on the card totally {$490.00}. I opened a complaint with visa in XX/XX/XXXX case # XXXX visa card # XXXX. I requested that I be reimbursed for the unauthorized charges and have not heard anything back.
|
| 01/02/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received brand new vanilla visa prepaid card valued at {$100.00}. Card will not work anywhere. Cant add and use my card on online shopping websites. Says card is invalid. Cant check card balance on their website. Called number on card and says there is issue with card. Submitted complaint with XXXX and have not heard back. Want a replacement card that works or a check for the amount of the card {$100.00}.
|
| 04/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
Follow-up to complaint : XXXX. Was issued card, with damaged number. Company stated that they would send replacement card. Was not provided card. Refused multiple emails to customer service. Initiated complaint XXXX with CFPB in XX/XX/2023. Was informed on XX/XX/2023 a replacement card would be sent within 7-10 days. Company mislead consumer and CFPB with resolution, as no card has been issued, yet again.
|
| 09/29/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I have 3 cards, all purchased at $XXXX from the same XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX XXXX, NY. Two of the cards were purchased and the cards inside had apparently been utilized in 2016 and the other said it was inactive. All 3 cards were charged properly to my credit card. I sent all of this info in and I have yet to hear back.This is a significant amount of money and I am in need of mediation.
|
| 09/02/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a vanilla gift card as a gift. It was for {$30.00}. The card numbers are not readable on the front so therefore I cant activate it. When I called customer service. They told me there is nothing they can do for me. This outrageous and theft. They are stealing peoples money. There are numerous other identifying numbers on the back of the card. There has to be a way for me to use this gift card.
|
| 05/21/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Tried to use the card at XXXX XXXX 's but was not accepted.
I called Vanilla Gift Card and was asked to submit a copy of the Gift card & ID and was given a reference number XXXX.
I got a reply asking me to provide the receipt of purchase.
( How can I provide the receipt when I received the card as a gift ) I also tried their website XXXX time : vanilagift.com But every time I tried, an error occurs.
|
| 11/25/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Even though it was working flawlessly when I first used it, when I try to use my Vanilla gift credit card on their website to check the amount again, I get a message saying there was a problem and to try again later.
My third Vanilla gift card has experienced the same issue. I'm writing this feedback since I essentially wasted {$100.00} doing nothing ( my fault for making a third purchase from them ).
|
| 01/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
I purchased this Secure Spend prepaid Visa at my local XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$500.00} to give to my son as a XXXXXXXX XXXX. The card did not activate properly with Incomm but my credit card used for the purchase was still charged the full amount. I filed a case with Incomm on XX/XX/XXXX but they have not resolved the case. My prepaid card still has not been activated.
|
| 12/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I brought a {$75.00} prepaid vanilla visa card at XXXXXXXX XXXX on XX/XX/XXXX Friday I login on to website signed in at it said under status being processed but on the the receipt from gas station it's saying active and the I tried to re login back to site and it is saying system error.So as of XXXX XXXX Tuesday morning XX/XX/2022 the card does not work I tried phoning the number but no success.
|
| 04/20/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
XXXX XXXX sent not only one card ending in XXXX, but a SECOND card ending in XXXX I DIDN'T request, thereby mishandling my consumer data. On XX/XX/19 company requested closure of both cards, but demonstrated on past occasions an inability to do so. This is a deliberate attempt to deny access to future cash loaded, charge inactivity fees to XXXX balance as I will NEVER load either card. XXXX XXXX
|
| 01/27/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
There was fraud reported on the 2 separate debit cards and they refused to return my money. They said there were doing an investigation and have done nothing and refuse to return my money.
Money was stolen and deposited into a XXXX account. I called XXXX and they agreed there was fraud and they returned the money to the debit card.
Vanilla prepaid cards ( Incomm ) is a returning my funds.
|
| 12/24/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought Gift 3 Visa Gift Cards XX/XX/XXXX for a total of {$1500.00} with my credit card. Tried to use for groceries. All 3 cards rejected. Incomm says cards were not activated, I have the receipt that shows activation. Can't use cards I paid for. Case Number with Incomm is XXXX Incomm refuses to activate them. I want a check sent back to me overnight for the amount I paid- CARD FEES INCLUDED.
|
| 07/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Made a purchase on a visa gift card of {$250.00} on XX/XX/2023 and paid XXXX cash, took merchandise back because it didnt work. They in turn put the whole amount on the card of {$280.00} of which the card will not work. I have call the number on the back of the Visa card about 10 times and every time I call there is a different issue.They will not return my monies. Can we get this resolved?
|
| 10/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I was given a {$25.00} gift card for my birthday and made a purchase through XXXX to get food. There was hair in my food so I contacted XXXX and they issued me a refund of {$16.00}. vanilla gift card is telling me I have to wait 3 weeks before I can get my refund but when I originally called them they told me I would see my refund within 72 hours now I'm being told I have to wait 3 weeks.
|
| 06/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
XX/XX/22 purchased VISA VANILLA AMOUNT TO BE ON CARD {$75.00}. XXXX XXXX XXXX XXXX " UNACTIVATED ''.
RETURNED TO XXXX, XXXX DIRECTS ME TO CONTACT XXXX
THE MANAGER CALLED XXXX XXXX. CUSTOKER SERVICE.
, I THEN HAD TO FAX COPY OF RECEIPTS AN DOCUMENT NOW THEY ARE WITH HOLDING MY FUNDS FOR 3_5 DAYS. I VANILLA VISA CARD- XXXX IS REFUSING REFUND VISA VANILLA CUSTOMER CARE IS WITHOLDING FUNDS.
|
| 08/29/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a prepaid visa giftcard from a XXXX store on XX/XX/XXXX. I attempted to use the card yesterday, but it was declined. When i phoned the VISA automated line for futher information, I learned the card had been used on a website called, XXXXXXXX XXXX on XX/XX/XXXX, XXXX. This was a fraudulent purchase. I am hoping to get reimbursed for the {$100.00} that was initially on this card.
|
| 11/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
Hi, On XX/XX/2022 I filled a dispute with Vanilla Visa about a stolen card that had charges not made by me. I had the card cancelled as soon as I noticed it gone from my room at XXXX XXXX in XXXX XXXX. After approximately 9 weeks Vanilla Dispute sent me e mail stating the matter had been closed without resolving the charges not made by me. Ref Vanilla Case Case # XXXX. Thank you, XXXX XXXX
|
| 02/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/2022, I purchased a {$100.00} Vanilla luxe bow gift card from XXXX pharmacy at XXXX XXXX XXXX XXXX Alabama XXXX. Their phone # is XXXX. The card was in its original untampered packaging. When I got home and took the card out of the original intemperate packaging I noticed the last 4 digits was scratched off the card. Also, when I tried to scan the card at a store it doesn't work.
|
| 08/09/2023 |
Yes |
- Credit card or prepaid card
- Store credit card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I've purchased a {$500.00} worth Vanilla visa gift card. Which not working anywhere when it's checked its showing my card is hold contact with support by call, then I called them was able to connect with someone after around 1hr then he checked & told me for try it later. few times I did same things & got same suggestion from them.
My card number is listed below.
XXXX XXXX CVV XXXX
|
| 03/01/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
I received a vanilla gift card for my birthday on XX/XX/2019. I used the card to make a purchase and then returned the item. The card was refunded however, there was fraud on the card and the account was drawn to a {$0.00} balance. I have filed disputes many times with the Company Vanilla. Its been months and I dont have replacement card and Im out the {$100.00} that was on the card.
|
| 04/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a vanilla gift card on XX/XX/2022 and it was for {$100.00}. I checked online to see my balance and it was {$100.00}. XXXX minutes later I check my balance because it says it may take XXXX minutes for the car to activate and my balance is XXXX dollars. This is ridiculous. I did not use the card at all and I dont know who or what the company was that the person bought from
|
| 10/06/2016 |
Yes |
- Prepaid card
- Mobile wallet
|
|
|
Web |
|
|
I purchased a {$500.00} XXXX prepaid card issued by ITC Financial. The card was destroyed and I have requested a refund or replacement. I have been told that such request is not possible. I do not find this acceptable as I have the number for the card, the original purchase receipt and can confirm that as I know for a fact it was destroyed it has not been otherwise used or claimed.
|
| 01/25/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Servicemember |
|
Added {$130.00} to vanillagiftcard Made online purchase for {$100.00}. Than later, tried making {$6.00} purchase ; it was declined.
Tried checking card balance. A message appears that says system error.
Not getting any answers. Going on day 3. I cant check balance and no one answers in customer service.
According to XXXX. This is the number to financial institution. XXXX Thanks
|
| 05/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a vanilla visa gift card from XXXX to be presented to my mother in law on XXXX XXXX on the XXXX of XXXX. To my amazement, she tried to use the card on the XXXX the second day of purchase but the card has already been used to make a payment to XXXX XXXX. I went to XXXX to complain but they denied they were not liable to that. I called vanilla several times to no avail.
|
| 11/03/2015 |
No |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
Servicemember |
|
I purchased a gift card for {$100.00}, on XX/XX/2015 and was lost. So I reported the lost gift card on XX/XX/2015 and to this date XXXX XXXX, 2015 have not received the replacement cad.
Please see attached receipt and the numerous calls to the company @ XXXX which has not been productive in getting our money back with a replacement card. they answer the phone with " XXXX XXXX ''
|
| 04/05/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Card was given to us as a gift in XX/XX/. It looks like it was purchased on XXXX at XXXX. Card was somehow stolen and used at a Tattoo shop in XXXX of XXXX - nowhere near where we live. It was a {$50.00} gift card and the balance is now {$0.00}.
I tried to called the customer service number multiple times at XXXX ( servicer InComm Financial Services ) and they never picked up.
|
| 02/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I received a Vanilla Visa Gift Card via email for online purchases. Somehow the information was stolen and the card was used to purchase gas in a city XXXX miles from me.
I have tried to file a dispute with customer service, but they do not help. They either hang up or refuse to write down my information correctly.
The Vanilla Visa gift card provider doesn't care about fraud
|
| 07/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American, Servicemember |
|
When I used the card, it is either rejected, tells me there isnt enough money on the card. When I contact the company, they ask me to put the card number in then tell me for a {$1.00}. They will try to resolve my question, then take the money out of the card number I just put in. Its not the money it is the principal. Most merchants wont accept the card because of the problems.
|
| 01/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
XXXX XXXX XXXX XXXX My mother got it for XXXX for me ( at XXXX XXXX ) card worked the first day, was able to buy a little something and after that, I wasnt able to check the balance. The site kept saying my card number was invalid, tried to buy XXXX pizza and the site gave an error. The card had {$200.00} in it and i tried to call customer service, immediately got hung up on.
|
| 04/06/2021 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Sent card you never applied for
|
|
Web |
Servicemember |
|
Received 3 unsolicited debit cards from XXXX Direct. Call the phone numbers to ask why and just get routed to electronic service to activate the cards.
Also received an unsolicited debit card from XXXX and had same results when trying to question receipt of card.
Also received an unsolicited debit card from XXXX and had same results when trying to question receipt of card.
|
| 06/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
My son purchased a {$100.00} Visa Vanilla gift card from XXXX and upon removing the exterior packaging it was evident it was tampered with- the numbers were damaged and there was no cvv, so the card was not usable. After calling visa they said that it could take 30 days after a claim is filed to resolve the issue, and this is only if they feel that the information was stolen.
|
| 08/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Someone skimmed my card and started withdrawing funds from multiple ATM machines over two days. On XX/XX/XXXX Twice at a store in XXXX for {$100.00} each and then in XX/XX/XXXX twice again at a Bank XXXX XXXX ATM one for {$180.00} and a second one for {$200.00}. I filled a claim for fraud and it was denied stating that they found no error but I clearly told them it was fraud.
|
| 09/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I purchased three vanilla visa gift cards in the past two days someone got into them and took all the money. These events happened between XX/XX/2022 - XX/XX/2022. The amount of money that was taken was about XXXX XXXX I contacted the company two times already and they have barley done any action. I also contacted XXXX and they said I had to take it to the gift card company.
|
| 10/04/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
On XX/XX/2022, I reported my Vanilla Gift Card stolen, I went thru the process of reporting it to the company and filed a report with them about the card I filled out multiple forms gave them complaint number and still I'm getting the run around the said 90 days it's been over days. I would like a replacement card that I asked for or a refund. I have yet to receive either!
|
| 08/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a gift card from the same company and for the second time there are numbers missing on the card so I can not use it. This seems to be a recurring issue with these gift cards. Very disappointing.
The card is for {$100.00} and I have tired multiple times to contact someone and no answer.
Card information : Vanilla gift card {$100.00} purchased XX/XX/23 # XXXX
|
| 08/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I had purchased a Vanilla Visa {$500.00} gift card from XXXX on XX/XX/23. When I got home, I noticed the card was tampered with. I called Incomm to set up a dispute. They asked for pictures of the front and back of card as well as receipt. I sent that to them on XX/XX/23. They said it would take 30 days to resolve. It's been 60 days and I have not heard from the company.
|
| 04/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Every attempt to use any of my XXXX $ vanilla gift card visas is declined.
Customer service agent says that every transaction requires manual authorization via a ~45 min phone call.
I have made at least 10 attempts and none have processed, the customer help line offers different reasons and solutions but NONE has worked and I have never used the cards successfully.
|
| 03/04/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Have bought {$500.00} visa gift card on XX/XX/21 and next drain card was fraudulently used. Contacted customer care and they've deactivated card and issued case number XXXX. Have filed dispute document on XX/XX/21. Have tried contacting company multiple times over the phone and sending emails regarding full refund of fraudulently used visa gift card with no success.
|
| 10/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a {$200.00} gift card from XXXX XX/XX/2023. After receiving the card and opening it, three numbers were scratched off and I was unable to use the card. I immediately contacted Incomm about the issue. On 2 occasions they were supposed to have mailed me a replacement card with my funds on it. I never received the card, and no communication with them.
|
| 08/12/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
I have a Visa {$200.00} Gift Card from Vanilla Gifts and I am having trouble checking the balance and activating the card on their website. Their website has no customer service that I can email this problem.
My account number is XXXX.
I have attempted to activate my gift card using their website from multiple web browsers and clearing the cookies and cache.
|
| 12/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
We received a XXXX Vanilla Visa Prepaid debit card for our wedding on XX/XX/2022. One week later, on XX/XX/2022, the full XXXX had been emptied at a XXXX XXXX. We just noticed today that the card was empty, as it has been sitting in a drawer since our wedding and we have not made any purchases with it. Customer service at Vanilla was not helpful. Please help!
|
| 07/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a gift card on XX/XX/XXXX 2023, that was fraudulently used.
I contacted Incomm immediately to dispute the charge and request a replacement card, opening case number XXXX.
On XXXX XXXX, 2023, Incomm requested documentation on the card, which I provided and also attached to this complaint.
Since then, I have not heard any updates on this case.
|
| 08/13/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
XX/XX/2021, scammer hacked into professors email account and posed a research opportunity. First task did not involve money and appeared legitimate. Second task involved money. Asked to buy 3 gift cards at XXXX worth {$250.00} for the the research companys web fee based subscription online survey task. Money was subsequently used for scammers own benefits
|
| 09/09/2020 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
I purchased a XXXX gift card from the XXXX website for my Fathers birthday. My credit card was charged. After 3 weeks, my father did not receive it. I contacted customer service and found out that the card was sent to the wrong address ( per their error - I inputted the address correctly ). They are not refunding my money nor providing a replacement card.
|
| 07/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I purchased a gift card on XX/XX/2023, that was fraudulently used.
I contacted Incomm immediately to dispute the charge and request a replacement card, opening case number XXXX.
On XXXX XXXX, XXXX, Incomm requested documentation on the card, which I provided and also attached to this complaint.
Since then, I have not heard any updates on this case.
|
| 05/01/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
Servicemember |
|
XX/XX/2023 added {$100.00} in XXXX WA XX/XX/2023 {$3.00} XXXX transaction in XXXX XXXX, XXXX, CA XX/XX/2023 {$100.00} transaction to www.cookiesagency.com, XXXX XXXX XXXX, NY Money was spent before the card was opened.
Called helpline ( XXXX ) only to be transfered 4 times and hung up on. Noone I talked to was the " right department ''.
Company is XXXX
|
| 03/27/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have {$600.00} worth of Vanilla Visa cards that I have been unable to use. Every time I attempt to use the card online, making sure that the balance of the purchase is lower than the balance of the card, the card gets declined. I have attempted to call Vanilla customer service at XXXX, but I end up on hold and no customer service reps ever answer.
|
| 03/31/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I made a purchase using the XXXX XXXX. The item cost more than the balance of the XXXX XXXX so I used my credit card to pay the remaining balance. I ended up returning the item I purchased and all of the money went back onto the XXXX XXXX. The card was locked by the company and they refuse to give me access to the funds claiming it was fraudulent.
|
| 11/20/2020 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On Thursday XX/XX/2020 we me and my freind XXXX XXXX bought two vanilla gift card XXXX each we exchanged cash for them. We went to XXXX I. XXXX wi they purchased was declined we called vanilla and they started tickets on both cards we bought. Vanilla said these were invalid cards.weve also contacted XXXX in XXXX wi to see bout getting cash back.
|
| 08/23/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
For XXXX I purchased 4 {$50.00}. Gift cards from my local XXXX store.
None of the recipients told me until.XXXX that the cards were not loaded I've been fighting with them for refunding all 4 cards.
Twice they have sent me 1 single card for {$50.00} ( they also have a XXXX balance.
Several times I have submitted all documents they need.
|
| 06/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have been calling the XXXX card services customer service for over a year and a half to get this rectified but to my avail I have not been able to get my XXXX for a purchased I made at XXXX XXXX to get a XXXX gift for my XXXX The companies are blaming each other meanwhile here it is a XXXX later and I still have yet to receive my XXXX.
|
| 06/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American, Servicemember |
|
Vanilla agreed that they owed me {$72.00} and they would send it in a check with XXXX that would have been here back in late XXXX. That was just more of the XXXX. I have received nothing and wasted at least 20 hours with that company. I am sick and tired of all this XXXX. Vanilla should be not be allowed to do this to people. Thank you
|
| 10/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
I bought visa gift card. made me wait 1 hour to use ( scam ). then i lost it, and i called customer service and they said I cant get a refund or void the card. visa said it was banks problem and bank said it was visas problem. it sounded like from the same customer service center. I lost {$200.00} and I cant get it back. This is a scam!
|
| 09/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I purchased contacts and as part of the purchase I was to receive a {$210.00} gift card back. The company, XXXX issued the card on XXXX and " expired '' the funds on XX/XX/XXXX. On XX/XX/XXXX, I called the company at XXXX explained what occurred, asked to speak to a supervisor and then they still refused to credit back the {$210.00}.
|
| 07/02/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought a Vanilla gift card for {$500.00} and when I tried to use the card online, it was declined. The phone customer support people couldn't fix the problem and said they'd send a refund check. I emailed them all the required documents to XXXX. It's been a week and they still haven't responded after sending several follow-up emails.
|
| 09/01/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I was given a Vanilla Visa gift card in the amount of {$200.00}. However, right out of the packaging, part of the card number had been scratched off, and so was the security code ( on the back ). The card is unusable. XXXX XXXX customer service is unresponsive when you call them ( you can't get a hold of a representative to help ).
|
| 05/02/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I had purchased this card almost a week ago I have been on hold out of all this time Ive called 10 hours total. there website does not function correctly so I cant use that. And my emails have done nothing they are basically holding my money hostage. Its a my vanilla card So I have been unable to set it up do to there flawed system
|
| 01/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
For almost a month I have been locked out of my account with my vanilla card not able to access any funds and they will not release yhe hold on my card. I have sent in verification and they say its not valid even though it shows name, address, amount owed on bill, and the date. Everything they said I needed to show. I want my money
|
| 09/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Received a Vanilla gift card {$50.00} as a gift. The card number is missing on the front of the card and the code on the back is scratched off the card. The card is useless since the card number is need for activation and balance update. Unfortunately, the customer service number is automated, so I am unable to speak to a person.
|
| 01/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
This has been going on for almost a month now, I have been dealing with my vanilla they froze my account in XXXX and will not release my funds back to me, I sent the verification email to XXXX 3 days ago and still they say they have not gotten it, this was on XX/XX/2020 and I need my funds loaded back to my card immediately.
|
| 05/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
DISPUTE_CASE_XXXX. Never Received a response! Absolutely ridiculous. Filed a case with CFPB on XX/XX/XXXX, Incomm responded that " The final resolution will be no later than XXXX XXXX XXXX '', NEVER RECEIVED ANYTHING ABOUT A FINAL RESOLUTION. Absolutely ridiculous, punitive and legal action should be taken against Incomm.
|
| 05/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased XXXX cards from Incomm online more than 2 months ago. When the cards arrived, they had fraudulent transactions on them. I opened my case more than 2 months ago and they still have not reimbursed me for the fraudulent transactions. I ordered these cards to use them right away - not to wait more than 2 months.
|
| 01/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
My card was fraudulently used in a XXXX in California. I purchased the card in XXXX North Carolina at a XXXX. I have the card and purchase receipts in my possession. I have submitted a dispute ticket with : DISPUTE RESOLUTION TEAM XXXX XXXX XXXX XXXX GA XXXX I keep trying to contact them and they do not respond to me.
|
| 11/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased a vanilla gift card in the amount of {$470.00} from grocery store, XXXX, on XX/XX/2023. On XX/XX/XXXX my giftcard was used and depleted at multiple XXXX stores. I did research and noticed the largest transaction were made at a XXXX in XXXX XXXX, NY. I never attempted to use this card at a physical store.
|
| 07/23/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Pawn loan
|
- Was approved for a loan, but didn't receive the money
|
|
Web |
|
|
My doctor note when I when I got back from the hospital, Man, Ive been working XXXX hours a week remember how do you know a working man thats all I do is I return from the hospital and then I get one of my supervisor and I dont know if before, and after that, my XXXX XXXX XXXX and mid Florida XXXX I got XXXX police
|
| 11/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought XXXX Vanilla XXXX and when I tried to use them at the store and got a message saying " XXXX Encryption failed ''. It seems to be another magnetic stripe problem. Why doesn't XXXX just have stores sell the variable/ high value gift cards from behined the counter / register so that they cant be tampered with?
|
| 04/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
I purchased a {$50.00} XXXX XXXX giftcard at XXXX on XX/XX/2023. I checked the balance and the money was there. Today XX/XX/2023 when I tried to use it, it declines. I checked the card balance again and it's at " XXXX ''. Transaction history shows that an unauthorized charge of {$50.00} was taken on XX/XX/2023.
|
| 09/05/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem using the card to withdraw money from an ATM
|
|
Web |
|
|
I purchased this card from XXXX XXXX about 40 minutes ago XXXX XXXX XXXX XXXX XXXX ms XXXX to pay cell bill and these people want let me get money off are even activate card so basically they took my hard earned cash ... I'm a single parent with XXXXchidren this is not right somebody help times are to hard
|
| 11/15/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a Vanilla VISA gift card ( issued by The XXXX Bank ) in XX/XX/2018 and the card is invalid when we tried to use it and tried checking the balance at the Vanilla Gift website and the phone number provided. I was not able to reach a person via the phone number. The gift card is valued at {$200.00}.
|
| 04/16/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I've purchased 5 Vanilla gift cards ( XXXX $ each ) on XXXX of XXXX last year. I tried to use it on different locations.
After I contacted the company, they open a case no for me. It solved 2 of the cards, but 3 are still not usable, even today. Case still open and pending...
Case no XXXX on VanillaGift
|
| 06/13/2022 |
Yes |
- Credit card or prepaid card
- Store credit card
|
- Getting a credit card
- Problem getting a working replacement card
|
|
Web |
|
|
Bought a Vanilla visa card. 3 purchases made on card already. Before ot could be used. Vanilla customer service is unusable. Keeps sending the customer to different number that don't work. Also, card numbers when called are not identified as Vanilla either. Unable to get any help at all. Funds are stolen
|
| 02/12/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Purchased 2/ {$50.00} " Vanilla Visa gift cards '' from XXXX XXXX XXXX XXXX. Tried to use one card for purchase only to learn there is no credit available. Contacted Vanilla Gift cards " InComm Dispute Department XXXX '' ... Was recently advised it will take minimum 90 days for resolution, a total scam..
|
| 05/04/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I submitted a complaint to Vanilla Gift Cards for a {$220.00} gift card that was used by someone else. I submitted a complaint to the company Case ID / XXXX and after many months of being given the run around, I was told that the charges were more than 6 months old so they would not refund the amount.
|
| 01/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Today XX/XX/2023 I keep getting a wrong address error when trying to use my visa gift card. I am using the same address as my first purchase which went through fine. I tried their website but says to use my shipping address which I am, their toll free number is all automated so I can't get help!!
|
| 12/18/2022 |
No |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
Purchased a {$300.00} gift card on the night of XX/XX/XXXX, the next day, all the funds were gone and they said a purchase was done for it for a name I can not recall that contained the word card in it. The card never left my kitchen counter and was never even opened to reveal the card number.
|
| 07/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Vanilla one prepaid card XXXX XX/XX/XXXX XXXX Funds were used on XXXX website not by me the purchaser I want to receive my funds back immediately.
When i purchased this i was covered by fdic insurance.
I would like a replacement visa egift for the amount of XXXX dollars please and thank you
|
| 03/23/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
A {$200.00} Vanilla gift card was given to me as a gift and there was a XXXX balance the first time I tried to use it - I called and got a case # but there are hundreds of not thousands of reports that this is their standard operating procedure- they steal your money and do not return it-
|
| 12/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
This card was bought on XX/XX/2023 for {$250.00} and I plan to gift it to my daughter, unfortunately this card has a XXXX balance, I look it up there are millions of others with this complain, the company wants to file a dispute, this is not a dispute because It has XXXX balance on it.
|
| 09/11/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
i requested to get the numbers for the VanillaGift card i purchased for {$190.00} this evening at about XXXX, they said they will not replace it until they do a review that can take XXXX business days and wants me to send in a copy of my drivers license, i need this money to pay a bill
|
| 11/20/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
Loaded {$100.00} on XXXX Prepaid Visa on XX/XX/2022 at XXXX XXXX ( XXXX CA ). 4 hours later, XX/XX/2022 at XXXX XXXX there were two purchases I did not make XXXX XXXX XXXX XXXX ). Filed a dispute with InComm Disputes. There have been countless complaints with this Gift Card company.
|
| 02/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XX/XX/XXXX filed fraud dispute.
{$320.00} was the total amount taken.
Filed fraud dispute. Called AT least every 2 weeks since the original date I filed.
XX/XX/XXXX was the last date I called to ask for an update, was told it was being worked on.
I also have emails.
|
| 04/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
purchase 2 cards on XX/XX/23, cards wouldnt work, called XX/XX/23, cards were verified as not loaded, started a formal case with a case number, provided all requested information. Waited 20 days, called in, put on hold and call disconnected by vendor.
Please force refund thank you.
|
| 03/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Received Vanilla brand Visa gift card for {$100.00}. Digits are missing from the card. Contacted company on XX/XX/23 and was informed a new card would be issued within 7-10 days. Given case number XXXX. As of XX/XX/23 no update to case. Several emails have been sent and ignored.
|
| 10/29/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
XXXX gift cards were purchased from XXXX. Both cards had been used by fraudulent use and the {$500.00} cards had been drained. I filed a claim with XXXX, back in XX/XX/XXXX. I followed up in XXXX requesting the status of my claim and have not yet been informed. File # XXXX.
|
| 05/29/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
First one happened on XXXX of XX/XX/2021 while the second One happened on XXXX of XX/XX/2021 about XXXX. 2 vanilla cards of {$500.00} and {$200.00} respectively were sent to me by a friend but when I tried using them they were declined saying I had XXXX balance in them..
|
| 05/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
This is the 3rd time Vanilla gift card charges me for purchases I did not make. Every time I call them they open a case but never do anything and I always lose my money. Is not much but they need to stop selling their cards. It's very upsetting that it keeps happening.
|
| 07/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
The card advertises a debit feature but Incomm doesn't allow users to actually pay with a pin and forces the credit option to exctract more fees from merchants. In addition some merchants will only accept giftcards with a pin to prevent fraud for larger transactions.
|
| 06/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I have a vanilla gift card I call up the balance says {$150.00}. It is never been used every time I try to use it I said payment is declined. Ive tried on line and in person at stores. Ive called three different numbers I have multiple times and no one ever answers.
|
| 10/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
I have Vanilla gift cards that were missing but have recently been found. They all have the purchased value but the expiration date is past. I cant seem to be able to have replacement cards issued. Its a complete run around when calling Vanilla Visa customer care.
|
| 02/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
On XX/XX/XXXX I bought a prepaid vanilla card to buy ski tickets it would not process so i called vanilla multiple times trying to activate or get info on my card to use it on the loon mountain resort site the card will not process no matter what solution I find
|
| 07/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Card ws hacked, unauthorized purchase, explained to Vanilla rep they said without gift card receipt I can't dispute it - card was a gift from elderly aunt, I don't have receipt and refuse to ask for one because she will fell terrible something wrong with card.
|
| 03/04/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Have a balance on an expired card. Tried to get a replacement card. Was put on hold for XXXX XXXX minutes the first time I tried and gave up. Then again for XXXX minutes. No one gets on the line and there is no simple way to replace the card on their website.
|
| 10/28/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with overdraft
- Overdraft charges
|
|
Web |
|
|
On XX/XX/2021 scammer told me purchase gift card in the amount of XXXX to cover one time loan fee I was told through them then my loan could be processed as soon as I sent them the XXXX vanilla gift card picture they weren't ever heard of no answers nothing
|
| 06/11/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
On XXXX / XXXX / 2017 I called and told them that my card along with my wallet have has been stolen and my card had been used to make different transactions. They denied my claim stating that they were authorized. They didnt even try to investigate it.
|
| 11/07/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
XX/XX/XXXX 2017 Received a XXXX prepaid debit card in the mail.
It was not activated. It was unexpected.
The card was sent by XXXX XXXX by XXXX.
It was addressed to a person that does not live here.
Suspect this is a scam whether intentional or not.
|
| 08/26/2023 |
Yes |
|
|
|
Web |
|
|
I bought a XXXX dollar pre paid card. used it at XXXXXXXX XXXX and would only allow me to use XXXX dollars from it. I had to pay cash for the rest of my order. I checked the account the next day and all my money was gone. XXXX dollars just went poff.
|
| 05/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Unable to use gift cards, in the amount of XXXX {$200.00} dollar visa prepaid gift card, XXXX {$300.00} visa prepaid gift card, and XXXX {$200.00} mastercard prepaid cards via XXXXXXXX, even after verifying and attempts to us on multiple sites.
|
| 12/08/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
Multiple vanilla visa gift cards were purchased. However, upon use 1 card was fraudulently used and the other magnetic strips from the other cards were damaged. Case numbers with pictures are provided below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 11/20/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I found my old prepaid Visa Debit Card by Vanilla I went to register it and it said its expired I called the company and they said since I didn't register it I loose the {$200.00} and theirs nothing they can do I have the card and the receipt
|
| 06/28/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
I purchased a XXXX debit card -the following day XXXX was stolen from the card -my understanding is, If the vendor refuses to give the money back -I am not protected. visa, XXXX, and XXXX XXXX is giving me a runaround about refund of my money
|
| 12/08/2015 |
No |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
I purchased XXXX XXXX XXXX card ( issed by incomm, XXXX ) for XXXX with {$500.00} each. They just freeze my money for no reason ( the rep told me that it is a random check ), and ask me to provide additional information to unfreeze my money.
|
| 05/17/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
Hi I got Robbed Last Night so somewhere around in the afternoon I checked my balance it was XXXX dollars something at first then at 2nd I Checked again I had Problems With My Payments and I Checked it was XXXX cents and Im Really Shocked
|
| 03/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
I received a My Vanilla prepaid debit card in the mail that I did not order. It was in my name and to my address but I did not order it. I have already reported this to My Vanilla. They have cancelled the card and started a case, # XXXX.
|
| 06/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I bought the visa gift card at XXXX on the XXXX of XXXX. i attempted to purchase something online but the card was declined. shortly after waiting weeks it never got off hold and couldnt be used for online and in person transactions
|
| 11/20/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
The number on the card is 12 and any where you try to use it it says the number is not complete. They put a phone number on the card yet you dont get anyone to talk too. I feel like is a scam. Please help me get my money back.Thanks
|
| 01/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I received a prepaid XXXX for XXXX with {$200.00} on it but i can not use it to purchase anything and the website doesnt allow me to check the balance and the number in the back of the card wont let me get ahold of a representative.
|
| 05/06/2019 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I had filed several disputes regarding My transactions involving XXXX accessories pl for XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX for XXXX and XXXX XXXX and XXXX card is refusing to provide me a provisional credit
|
| 10/18/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchase the Vanilla gift cards to hand out as incentives to my clients and when the client or myself open the cards they are already drained or partially used, this happens 8/10 times where I have to now stop using them
|
| 06/10/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
Older American |
|
We had a gift card worth of {$75.00} from Vanilla visa debit card service We have not purchased anything and the card balance is now {$0.00} It is a bogus transaction and would like to dispute the card service Vanilla
|
| 05/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
Servicemember |
|
I am trying to close the account as the expiration date is nearing ( XX/XX/2022 ) and the webiste for the company and the phone numbers offered do not show an active account, however there are still funds on the card.
|
| 11/06/2017 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
I purchased four XXXX XXXX cards for my kids and they have not been able to use the cards. When trying to reedem the cards, they receive an error. After contacting XXXX, I still not been able to get my funds back.
|
| 06/24/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
My brand new vanilla visa gift card has been declined multiple times. I've tried calling to activate it but it keeps saying invalid. I've tried to activate it in stores by making a purchase but it gets declined.
|
| 01/18/2021 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
I purchased an e-gift card and never received confirmation of the card being sent by email nor has the recipient received the e-gift card. My credit card used to purchase the e-gift card was charged immediately.
|
| 05/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I purchased a XXXX XXXX prepaid debit card on XX/XX/2023 with {$55.00} dollars on it which has been placed on hold. I have called the customer support number multiple times and have got nothing.
|
| 01/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
There was a XXXX charge on vanilla gift card I did not make. They are refusing to credit me and impossible too deal with. This was done 2 days ago. XXXXXXXX XXXX. I never heard of that company
|
| 02/18/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
My {$500.00} vanilla gift Card got replaced twice both times comprromised and put on hold. I don't trust trying another replacement would rather a check and not have to deal with this issue.
|
| 01/06/2023 |
No |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I call vanella gift card dispute number I send a form is been 6 months and they haven't solve the issue, keep telling to fill out the form and call back with a week vanilla gift cards
|
| 03/01/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I bought a vanilla Visa card from XXXX XXXX check out on prepaid and it told me to wait 24 hours before using and so I waited but it still says invalid when I try and make a purchase
|
| 02/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
I went into XXXX to make a purchase and I try to resolve with visa vanilla gift card. When I made the purchase I wanted to have a refund of {$75.00}. They are refusing to refund me
|
| 02/04/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I got a vanilla gift card at XXXX on XXXX for XXXX $ dollars and when I wanted to put it to work it told me I had no funds.. I called the company and they never got back to me
|
| 02/23/2019 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
A couple of years ago I was forced to request a couple of refunds, as I couldn't load the cards onto my prepaid card. I never received the refunds. My money was simply stolen.
|
| 10/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
Hello, I received a giftcard ( visa ) for {$100.00} from XXXX as a gift and the security code is missing and most of the card numbers are missing. Therefore, I cant use it.
|
| 07/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
On XX/XX/2020 I was told the company was investigating my claim. On XX/XX/2020 I emailed them about my status of my claim. On XX/XX/2020 they said I never sent my claim in.
|
| 10/02/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Servicemember |
|
i received a gift card, didn't use it for XXXX months opened it up and the numbers are scratched off and the back info is missing info. they used glue to cover numbers up.
|
| 02/12/2021 |
No |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
|
|
I bought prepaid visa card but they didnt deliver to me There adress XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NY XXXX, United States Online Support : XXXX ( XXXX ) XXXX XXXX
|
| 11/05/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
A transaction accured on my card i didnt make or authorize and so they said they were outting my caerd on hold why couldnt they just transfor money to a different card.
|
| 12/02/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Advertising
- Confusing or misleading advertising about the card
|
|
Web |
|
|
Vanilla visa charges {$2.00} per month after 7 months for a maintenance fee. I had a {$100.00} gift card for my XXXX birthday in XX/XX/2018 which now has only {$50.00}.
|
| 01/06/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I submitted a claim the company have not look into the claim or give me my money back. it was a vanilla visa gift card. my name is XXXX XXXX my claim number is XXXX
|
| 10/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Follow up to complaint number XXXX Was not refunded the {$5.00} fee for the card paid to Incomm financial XXXX Full refund amount is {$500.00} not {$500.00}.
|
| 10/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought a Visa giftcard and it was compromised. The numbers were erased from the front when I opened the package and magnetic stripe was demagnetized.
|
| 02/10/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
I've purchased a {$500.00} worth Vanilla XXXX gift card. Which stolen someone & used online. My card number is listed below.
XXXX XX/XX/30 XXXX
|
| 11/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought two Vanilla Visa Card and the XXXX XXXX didn't work. Requested replacements but did not get updates. XXXX XXXX XXXX XXXX XXXX very bad.
|
| 09/05/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
They would give me a provison credit somebody stole my card. An spent my money i filed my claim XX/XX/XXXX this my second trouble ticket XXXX
|
| 02/11/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
|
|
My wife and kids gave me a {$500.00} Paypal gift card for my XXXX Birthday. Went to cash it two weeks ago and there was no money on the card.
|
| 02/26/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
This is a complaint that was closed because the credit card company responded to you, but they didnt respond to me. Complaint number XXXX
|
| 10/20/2023 |
No |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
We were gifted a gift card from Vanilla for our wedding and when we opened it there are missing numbers and the card does not work.
|
| 05/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
Card comes up as declined. Web site always says off line, try later. Can not speak to a person. Can not activate my card.
|
| 03/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
I bought a vanilla visa gift card but I couldn't use it online it wouldn't go as credit or debit with it without a pin #
|
| 05/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American |
|
i was scammed but i gave the man vanilla visa debit cards can they be traced to whoever cashed them XXXX
|
| 08/05/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
My vanilla gift card got charged for something called XXXX. It took the rest of the money i had left.
|
| 12/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
Vanilla gift card was purchased XXXX balance was used unauthorized XXXX card was given as gift XXXX.
|
| 11/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Bought two visa XXXX XXXX gift cards and the magnetic stripe did not work on either one.
|
| 12/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Can't use the e-gift card in XXXX XXXX or anywhere for that matter.
|
| 07/18/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
They me told they was going provision 10 today but they wouldn't
|
| 03/21/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
Fraudulent transactions on my gift cards with one vanilla.
|
| 09/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
Purchased a gift card that was used and not by me
|
| 11/16/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
Vanilla card doesnt allow money loadings
|
| 04/08/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Older American, Servicemember |
|
I got scammed using gift cards.
|
| 02/01/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 01/30/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/29/2024 |
Yes |
|
|
|
Web |
|
|
|
| 01/29/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/29/2024 |
Yes |
|
|
|
Web |
|
|
|
| 01/29/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/29/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 01/28/2024 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/28/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/28/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/27/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/27/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/27/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/27/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Servicemember |
|
|
| 01/26/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 01/26/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/26/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 01/25/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/25/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/25/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 01/25/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/24/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/24/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/23/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Servicemember |
|
|
| 01/23/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 01/23/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 01/22/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/21/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/21/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/21/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/21/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 01/19/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American, Servicemember |
|
|
| 01/19/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/19/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/19/2024 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
|
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/18/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/17/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Older American, Servicemember |
|
|
| 01/12/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/12/2024 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
|
| 01/12/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/12/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/12/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/11/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/10/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/10/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/10/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/10/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 01/10/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/09/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/09/2024 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/09/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/09/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/09/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/08/2024 |
Yes |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/08/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/08/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/07/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/07/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/07/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/07/2024 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
|
|
|
| 01/06/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/06/2024 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/06/2024 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/05/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 01/05/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/04/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/04/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/04/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/04/2024 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American, Servicemember |
|
|
| 01/03/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/03/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 01/02/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/02/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/02/2024 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 01/02/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/02/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/01/2024 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/30/2023 |
No |
|
|
|
Web |
|
|
|
| 12/30/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/29/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 12/29/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 12/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 12/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 12/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 12/27/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 12/27/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 12/27/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 12/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/27/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 12/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/27/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 12/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/22/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 12/21/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American, Servicemember |
|
|
| 12/21/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
|
| 12/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Phone |
Older American |
|
|
| 12/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/18/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/18/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 12/18/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/18/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/16/2023 |
No |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/16/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
Older American |
|
|
| 12/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Postal mail |
|
|
|
| 12/15/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
|
| 12/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/12/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 12/11/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 12/11/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/08/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 12/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/05/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 12/01/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/30/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 11/28/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/25/2023 |
Yes |
|
|
|
Web |
|
|
|
| 11/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/22/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 11/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 11/17/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 11/16/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/15/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/14/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/14/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Web |
|
|
|
| 11/13/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 11/10/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 11/09/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 11/08/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 11/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/06/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Referral |
|
|
|
| 11/03/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Phone |
|
|
|
| 11/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/01/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 11/01/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 10/31/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American, Servicemember |
|
|
| 10/30/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Referral |
|
|
|
| 10/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 10/30/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/23/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/22/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/20/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 10/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 10/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 10/18/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/16/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/16/2023 |
No |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 10/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
Servicemember |
|
|
| 10/11/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 10/09/2023 |
Yes |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
|
| 10/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 10/06/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Postal mail |
|
|
|
| 10/04/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 10/03/2023 |
No |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/03/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Referral |
|
|
|
| 10/03/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 10/03/2023 |
Yes |
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 10/02/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/02/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/28/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Servicemember |
|
|
| 09/27/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 09/22/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 09/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/21/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Referral |
|
|
|
| 09/21/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 09/19/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 09/19/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American, Servicemember |
|
|
| 09/19/2023 |
Yes |
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
Older American |
|
|
| 09/18/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American, Servicemember |
|
|
| 09/16/2023 |
Yes |
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
Older American, Servicemember |
|
|
| 09/13/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/12/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/11/2023 |
Yes |
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
|
|
|
| 09/10/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/08/2023 |
Yes |
|
- Advertising
- Confusing or misleading advertising about the card
|
|
Web |
|
|
|
| 09/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Postal mail |
|
|
|
| 09/07/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 09/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 09/06/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Phone |
Older American |
|
|
| 09/02/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/31/2023 |
Yes |
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/30/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Postal mail |
|
|
|
| 08/26/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 08/25/2023 |
Yes |
- Prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 08/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 08/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/18/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Referral |
|
|
|
| 08/18/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 08/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 08/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 08/11/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web Referral |
|
|
|
| 08/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 08/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 08/06/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 08/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 07/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 07/25/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/21/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/21/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web Referral |
Older American |
|
|
| 07/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American |
|
|
| 07/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/17/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Phone |
Older American, Servicemember |
|
|
| 07/17/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web Referral |
|
|
|
| 07/14/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web Referral |
|
|
|
| 07/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 07/07/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 07/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 06/30/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 06/30/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Phone |
Older American |
|
|
| 06/29/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 06/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 06/27/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 06/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 06/26/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
Servicemember |
|
|
| 06/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/21/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 06/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 06/18/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 06/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 06/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 06/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 06/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 06/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 05/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 05/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web Referral |
|
|
|
| 05/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 05/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 05/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Phone |
|
|
|
| 05/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
|
| 05/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 05/16/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
Older American |
|
|
| 05/14/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 05/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 05/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
|
|
|
| 05/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 05/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 05/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 05/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 05/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 05/01/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 04/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 04/20/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 04/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
|
|
|
| 04/17/2023 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/12/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 04/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 04/10/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American |
|
|
| 04/06/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web Referral |
|
|
|
| 04/06/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web Referral |
|
|
|
| 04/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 04/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
Older American |
|
|
| 04/04/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web Referral |
|
|
|
| 04/03/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 04/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 03/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
Older American |
|
|
| 03/26/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 03/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 03/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 03/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Referral |
|
|
|
| 03/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 03/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 03/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 02/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 02/22/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 02/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Postal mail |
|
|
|
| 02/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 02/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 02/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 01/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/25/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/25/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
|
|
|
| 01/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 01/15/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 01/14/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 01/13/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/10/2023 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Referral |
|
|
|
| 01/09/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/02/2023 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/31/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 12/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 12/25/2022 |
No |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 12/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 12/20/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/01/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
Older American |
|
|
| 11/30/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 11/24/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Personal information incorrect
|
|
Web |
|
|
|
| 11/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 11/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 11/18/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 11/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 11/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web Referral |
|
|
|
| 11/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web Referral |
|
|
|
| 11/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Phone |
|
|
|
| 11/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 11/07/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web Referral |
|
|
|
| 11/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
|
| 11/04/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Phone |
Older American |
|
|
| 11/03/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Servicemember |
|
|
| 11/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
Servicemember |
|
|
| 10/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 10/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 10/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 10/25/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 10/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/21/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 10/19/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 10/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Overcharged for a purchase or transfer you did make with the card
|
|
Web |
Servicemember |
|
|
| 10/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 10/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 10/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 09/28/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Phone |
Older American |
|
|
| 09/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 09/17/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 09/16/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Servicemember |
|
|
| 09/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
|
| 09/06/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Phone |
|
|
|
| 08/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 08/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
|
|
|
| 08/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 08/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 08/10/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 08/03/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 08/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/02/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Postal mail |
|
|
|
| 07/31/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/29/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 07/27/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
|
| 07/27/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/22/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Servicemember |
|
|
| 07/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Phone |
Older American |
|
|
| 07/21/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 07/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
|
| 07/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Older American |
|
|
| 07/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Servicemember |
|
|
| 07/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 07/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 06/28/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 06/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 06/15/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 06/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Postal mail |
|
|
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
|
|
|
| 05/31/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 05/27/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
Older American, Servicemember |
|
|
| 05/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 05/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
|
| 05/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 05/11/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 05/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
Older American |
|
|
| 05/09/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 05/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 04/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Phone |
Older American, Servicemember |
|
|
| 04/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 04/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 04/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
Older American |
|
|
| 04/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 04/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Phone |
Older American |
|
|
| 04/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 04/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
|
|
|
| 04/11/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/07/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 04/06/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 04/06/2022 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Phone |
Older American, Servicemember |
|
|
| 04/02/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/01/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 03/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 03/25/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 03/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 03/17/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Servicemember |
|
|
| 03/13/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
|
| 03/12/2022 |
Yes |
- Credit card or prepaid card
- Store credit card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 03/09/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 03/04/2022 |
No |
- Credit card or prepaid card
- Gift card
|
|
|
Phone |
Older American, Servicemember |
|
|
| 02/26/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American, Servicemember |
|
|
| 02/22/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
|
| 02/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 02/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 02/07/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 02/03/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Phone |
Older American, Servicemember |
|
|
| 02/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 02/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Phone |
|
|
|
| 01/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Phone |
|
|
|
| 01/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Phone |
Older American |
|
|
| 01/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/15/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
|
| 01/11/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 01/09/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 01/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Phone |
|
|
|
| 01/06/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
Older American |
|
|
| 01/06/2022 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 01/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 01/03/2022 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Referral |
|
|
|
| 01/02/2022 |
No |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 12/29/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American |
|
|
| 12/29/2021 |
Yes |
- Credit card or prepaid card
- Store credit card
|
- Closing your account
- Company closed your account
|
|
Referral |
|
|
|
| 12/28/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/20/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 12/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
Older American |
|
|
| 12/08/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 12/02/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/30/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Phone |
|
|
|
| 11/26/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 11/17/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/03/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 11/02/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 10/29/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 10/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 10/12/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/06/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
|
| 10/01/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 09/14/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Phone |
|
|
|
| 09/02/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 08/25/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Postal mail |
|
|
|
| 08/14/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Older American |
|
|
| 08/06/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Phone |
|
|
|
| 08/02/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 07/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 07/15/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/12/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 07/12/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 07/07/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/07/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
|
|
|
| 07/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 07/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/03/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 06/22/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/16/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 05/28/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 05/17/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 05/05/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 04/25/2021 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
|
| 04/22/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Servicemember |
|
|
| 03/31/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 03/31/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
Servicemember |
|
|
| 03/26/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 03/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Web |
|
|
|
| 03/09/2021 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Phone |
Older American |
|
|
| 03/04/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Referral |
|
|
|
| 02/23/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 02/17/2021 |
No |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
|
| 02/08/2021 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
Older American |
|
|
| 12/21/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem with direct deposit
|
|
Phone |
|
|
|
| 12/17/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Phone |
|
|
|
| 12/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Phone |
Older American |
|
|
| 12/15/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 12/09/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Phone |
|
|
|
| 12/04/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
|
| 11/30/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
|
| 11/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Sent card you never applied for
|
|
Web |
|
|
|
| 11/05/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 11/03/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Sent card you never applied for
|
|
Web |
Servicemember |
|
|
| 10/06/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Referral |
|
|
|
| 10/03/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/30/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 09/16/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 09/14/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 08/04/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/28/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Advertising
- Confusing or misleading advertising about the card
|
|
Web |
|
|
|
| 07/15/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
|
| 07/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 06/04/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Phone |
|
|
|
| 05/20/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 05/18/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 05/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
|
|
|
| 05/11/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem using the card to withdraw money from an ATM
|
|
Web |
|
|
|
| 05/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 04/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 04/23/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 04/23/2020 |
No |
- Credit card or prepaid card
- Government benefit card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 04/21/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 03/22/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Web |
|
|
|
| 03/17/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Postal mail |
|
|
|
| 03/03/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Phone |
|
|
|
| 02/23/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 02/11/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 01/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 01/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Postal mail |
Older American |
|
|
| 01/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Phone |
|
|
|
| 01/13/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 01/10/2020 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 12/05/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Referral |
|
|
|
| 11/25/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Phone |
Older American |
|
|
| 11/22/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
Servicemember |
|
|
| 11/22/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
Older American |
|
|
| 11/20/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 11/14/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Phone |
|
|
|
| 11/11/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Web |
|
|
|
| 11/02/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Web |
|
|
|
| 10/30/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 10/29/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Referral |
|
|
|
| 10/15/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting, activating, or registering a card
|
|
Phone |
|
|
|
| 10/11/2019 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Fax |
|
|
|
| 09/05/2019 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble getting information about the card
|
|
Web |
|
|
|
| 08/28/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Phone |
Servicemember |
|
|
| 08/19/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Phone |
|
|
|
| 08/16/2019 |
No |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
|
| 04/18/2019 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
|
|
|
| 04/17/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to pay a bill
|
|
Phone |
|
|
|
| 03/06/2019 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 02/28/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble closing card
|
|
Web |
Older American |
|
|
| 12/21/2018 |
No |
- Credit card or prepaid card
- General-purpose prepaid card
|
|
|
Phone |
|
|
|
| 10/23/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 09/13/2018 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 07/24/2018 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 07/19/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Referral |
|
|
|
| 04/04/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem getting a card or closing an account
- Trouble getting a working replacement card
|
|
Web |
|
|
|
| 11/22/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Card company isn't resolving a dispute about a purchase or transfer
|
|
Web |
|
|
|
| 11/17/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Charged for a purchase or transfer you did not make with the card
|
|
Web |
|
|
|
| 08/16/2017 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 07/28/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Managing, opening, or closing your mobile wallet account
|
|
Referral |
|
|
|
| 07/16/2017 |
Yes |
- Credit card or prepaid card
- Gift card
|
- Trouble using the card
- Trouble using the card to spend money in a store or online
|
|
Web |
|
|
|
| 06/28/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Managing, opening, or closing your mobile wallet account
|
|
Phone |
|
|
|
| 04/19/2017 |
Yes |
- Prepaid card
- Mobile wallet
|
- Managing, opening, or closing account
|
|
Referral |
|
|
|
| 04/19/2017 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Managing, opening, or closing account
|
|
Referral |
|
|
|
| 04/05/2017 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 03/27/2017 |
Yes |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
|
|
|
| 03/20/2017 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 03/08/2017 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 03/04/2017 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 02/15/2017 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 02/13/2017 |
Yes |
- Prepaid card
- Mobile wallet
|
|
|
Phone |
|
|
|
| 02/07/2017 |
Yes |
- Prepaid card
- Mobile wallet
|
|
|
Postal mail |
|
|
|
| 02/01/2017 |
Yes |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
Older American |
|
|
| 12/13/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 11/23/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Referral |
|
|
|
| 11/21/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 09/19/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 08/02/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 06/27/2016 |
Yes |
- Prepaid card
- Other special purpose card
|
- Unauthorized transactions/trans. issues
|
|
Phone |
|
|
|
| 06/03/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 06/01/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
|
|
|
| 05/19/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Referral |
Servicemember |
|
|
| 05/14/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
|
| 05/11/2016 |
Yes |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 05/09/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Managing, opening, or closing account
|
|
Referral |
|
|
|
| 05/09/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
|
|
Web |
|
|
|
| 05/02/2016 |
Yes |
|
|
|
Web |
|
|
|
| 04/19/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
|
| 04/18/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
|
| 02/29/2016 |
Yes |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
|
| 01/13/2016 |
Yes |
- Prepaid card
- Mobile wallet
|
- Advertising, marketing or disclosures
|
|
Web |
Servicemember |
|
|
| 01/06/2016 |
Yes |
- Prepaid card
- Gift or merchant card
|
- Unauthorized transactions/trans. issues
|
|
Web |
Older American |
|
|
| 12/22/2015 |
No |
- Prepaid card
- Mobile wallet
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 12/22/2015 |
No |
- Prepaid card
- Mobile wallet
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 11/27/2015 |
No |
- Prepaid card
- Transit card
|
|
|
Web |
|
|
|
| 11/14/2015 |
No |
- Prepaid card
- Mobile wallet
|
|
|
Web |
|
|
|
| 11/07/2015 |
No |
- Prepaid card
- General purpose card
|
- Managing, opening, or closing account
|
|
Web |
|
|
|
| 10/29/2015 |
No |
- Prepaid card
- General purpose card
|
|
|
Web |
|
|
|