Additional Complaint Information
BBB’s business profile for Visa was created in May
1995. A review of Visa complaints was
completed in April 2024. Complaints on
file state issues with Visa gift cards.
For issues related to gift card concerns BBB encourages
consumers to review the links below and review the terms and conditions.
https://www.incomm.com/contact-us/customer-service/
https://www.fscarddisclosures.com/InComm_Website_Terms_of_Use__General___July_2016_.pdf
https://usa.visa.com/support/consumer/gift-card-balance.html
https://balance.vanillagift.com/
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I already submitted a complaint before and got my card my name is *************************** but my visa card came back and was missing my ****** that i was supposed to recieve. The card has no money and i was supposed to be compensated for the last time i had an issue with my vanilla visa gift card. I feel like im being cheated man. They took the money off the card april 8th saying it was processed-customer service.
Business response
04/13/2024
Dear Sir/Madam *************************** see our response to ********************************************* complaint.
Thank you,
****************
Visa Executive InquiriesInitial Complaint
04/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Visa when I attempted to use my card at a ********** station caused me to be outside for 2 months in the freezing snow with DSS refusing to help me and do what they're supposed to when I used my prepaid visa card to withdraw money that was loaded onto about 10 months ago.Business response
04/07/2024
Dear ***/***** -
Please see our response to *************************** complaint.
Thank you,
************
Visa Executive InquiriesInitial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a Visa Vanilla gift card as a christmas gift in December of 2023. The bottom portion of the receipt with the activation amount, last 4 numbers of gift card that was activated, and the transaction ID number was taped to the card enclosure to show proof of activation and dollar amount. I took the card out of the packaging, no sign of tampering anywhere on card or package. I put the card in my wallet. I did not try to use the card until a few weeks later. I tried using the card a few retailers, and it would get denied each time, for dollar amounts way less than the amount on card of $200. So after several tries with no luck (some POS machines replied the card could not be read). I examined the card and saw that there was a scratch across the magnetic strip on the back, and also that there were 3 numbers that had scratched off of the 16 main card numbers on the front, and was unreadable at this point. This I realized had happened from being in-between other debit cards in my wallet, and had made the scratches and rubbing off of the numbers on front.I contacted by phone the Vanilla Gift card customer service number on the back of the card on 1/16/24. I explained the situation, and was told to email them a picture of the front and back of the gift card, and also a picture of the bottom portion of the original activation receipt, which I did after I got off the phone with them. They told me I would receive a confirmation email that they received the documents, which they did, but looked like an automated response email. They told me to wait 7-10 business days to receive a response. I never received a response. I called back on 1/31/24 to try to get an update, and got confirmation that the card was never used, and still showed $200 on it. I was told I would have to wait up to 30 business days to receive my replacement card. I have called 8 more times since this, and continue to get same response. I haven't been mailed a replacement card in 78 days.Business response
04/05/2024
Dear Sir/Madam *************** Please see our response to ******************************* complaint.
Thank you,
**************
Visa Executive InquiriesInitial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Visa Vanilla gift card for $50 plus a $5.95 fee and sent it to my cousin. When she went to use it, the balance was zero. I reported the problem to Visa gift card at the number on the back of the card and online. I sent them copies of my receipt. First they said they would send a replacement card in 30 days. They didn't. I called them again & this time they said it would take ***** days from the date of the complaint to resolve the issue. It has been over 90 days. I called them again & they said they will escalate it and this will take a few days. It does not appear that that they plan to refund or resolve the issue in any way. It seems their tactic is to wear me out so that I will give up. The phone number on the card is ************ and the site is VanillaGift.com.Business response
03/27/2024
Dear Sir/Madam *************** Please see our response to ************************************* complaint.
Thank you,**************
Visa Executive InquiriesInitial Complaint
03/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Visa cancelled my credit card due to suspected fraudulent activity. I called to see what the problem only to find out that they could not tell me what the problem was over the phone. I asked to speak with a supervisor to determine what the problem was only to find out that they would not tell me and asked that I contact ************ When I did, I got more run around and they would not specify what the problem was. I asked to review the recent charges and they denied my request. I am filing a complaint over the fact that no one would tell me what the suspected issue was and therefore could not determine what the issue was and without this information could not resolve any issue. I then spoke to a supervisor who was equally uncooperative and asked me to send copies of my credit card and drivers license. When I refused to send this information them basically the ended the conversation with me and refused to discuss the issue. I am filing this complain about their lack of cooperation and transparency as to what the problem was and the insecure action they asked me to preform by sending copies of my documents to them when they at least had the credit card information on file. I have been a customer of this company for over thirty years and the manner in which they handled my request was unsatisfactory and unprofessional.Business response
03/27/2024
Dear Sir/Madam
Please see our response to ************************* complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
No matter who I call nobody can help me get my refund!! They just say it's not there job and redirected me to someone else. They laugh in my face when I get frustrated and they are literally making no effect to fix anything and always know my personal info before I ever give it over the phoneBusiness response
03/26/2024
Dear ***/***** -
Please see our response to ************************* complaint.
Thank you,
************
Visa Executive InquiriesInitial Complaint
03/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since January 13 or 18 I believe I have purchased a gift card for $100 the same day I got it I tried to use it in my Apple Pay but it wasnt letting me I called all day long off and on because the card was not working. It got to a point where someone used it at Hollister I dont know how it wasnt me. They did the investigation. The investigation took two weeks after they came to their decision they refunded me the hundred dollars back and noticed that I did not purchase the stuff in Hollister. They told me they were going to send me a check in two weeks and its March 25 and I still havent received a check I every time I call I get the same answer to the point where they sound like robot I have not received my refund yet And its very frustrating as a customer. This was a gift and this gift turned into a nightmare trying to get my refund back. I dont understand why I have to wait for a check when I did it. Email a virtual gift card.Business response
03/25/2024
Dear Sir/***** ********************* see our response to *****'s complaint.
Thank you,
****************
Visa Executive InquiriesInitial Complaint
03/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Recently I bought 2 Vanilla Visa E-GIFT CARDS for $50 each. I spent $25 fine on one of them before both being put "on hold" and no matter what I do nothing is working. I've called them a couple of times to no luck. Each time they read off a script and say that there is nothing they can do to help me, especially when they can easily take it off hold. When I open my second E GIFT CARD nothing even happens, it says that there is a system error and tells me to try again later. This has gone on since February. This is an embarrassing company. I just want my $75 dollars back.Business response
03/24/2024
Dear Sir/**********;
Please see our response to ***********'s complaint.
Thank you,
Mich I.
Visa Executive InquiriesCustomer response
03/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I will be reaching out to Incomm, thank you very much.
Sincerely,
***********Initial Complaint
03/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ***** received a $50 Visa gift card for Christmas December of ****************************************************************************************************************** so I did immediately after the call they confirmed they received it and then I never heard anything from them. After a month I called them and they said they never received anything so they closed my case, I resent them the same email that I had originally sent to show that I had sent that to him they assured me that they would be able to send me a new gift card. Today I received the gift card with zero balance on it, I called again and they told me that they would highlight the case in yellow and give it to the team and that I would have to call back in 48 hours to see what the team decided to do. Today is March 23rd and the gift card situation has not been resolved it's completely ridiculous that this amount of time and effort on my part has been spent trying to get a gift card for $50.Business response
03/24/2024
Dear Sir/**********;
Please see our response to *********************************** complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This complaint involves a $100 Visa Vanilla gift card that I received from my parents in law for Christmas, in spite of me telling them not to purchase these cards again due to problems with them in the past. I had a car repair done on 2/12/24 and attempted to use and apply the $100 gift card toward the balance of repair and card was declined. I assumed it was because I had not activated the card, which I was not aware I had to do. I attempted to activate the card and it would not allow me to do so. I contacted the number on the back of the card on 3/2/24 and spoke to a *****, who opened a case and told me to email a copy of card front and back, send proof of residence and receipt. I told him my in laws no longer have the receipt. I sent on a copy of the e card, proof of residence and my in laws names and contact# on 2/11/24. I still have not heard back. I was under the impression that the card should have been activated prior to use and I would have done so had I known it prior. The case # with Visa Vanilla is ********. Please help me get a resolution with this business- this is a terrible company to deal with.Business response
03/24/2024
Dear Sir/**********;
Please see our response to *************************** complaint.
Thank you,
Mich I.
Visa Executive Inquiries
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Get a QuoteCustomer Complaints Summary
389 total complaints in the last 3 years.
189 complaints closed in the last 12 months.