Complaints

This profile includes complaints for Visa Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Visa Inc.

  900 Metro Center Blvd Foster City, CA 94404-2172

  
• 

  Visa

  1550 N Brown Rd Ste 150 Lawrenceville, GA 30043

• 

  Visa U.S.A., Inc.

  201 S Tryon St Ste 1100 Charlotte, NC 28202

• 

  Visa Cardmember Services

  PO Box 30495 Tampa, FL 33630

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift card, Visa Vanilla Gift Card, as a gift for $180.00 in May 2024. In the beginning of June 2024, when I opened the card to use it some of the numbers of the card were scratched off so I could not activate or use card. The packaging had not been previously opened or altered. I state this because I am aware of scams where people take the card number prior to it being loaded and wait for it to be loaded with money and they use it before the recipient does. This is not one of those cases. It appears it came from Visa like this. I contacted their customer service number. They asked for some identifying card information from me and I provided it. They confirmed the card had $180.00 loaded onto it. They apologized for the damaged card. They took down all my information including email and home address. They told me they issued a new card and were mailing it to my home. The card would be there in 3-5 business days. They provided me with this case ID: ********. They sent me an email confirming the replacement card had been sent. After approximately 2 weeks, I had not receive the card. I contacted them again. The employee I spoke with told me he could not provide me with any information and he was going to have a supervisor speak to me about the issue, which seemed odd because I was just asking if the card had been delayed or delivered to the wrong address. The supervisor told me it could take up to a month to receive the card and to wait. After still not receiving the card I contacted them a third time only to be given no information and hung up on. I have been nothing but patient and nice with employees every time Ive called. Im not sure if the line got disconnected or is the employee truly hung up on me the last time I called. It appears that someone inside this company did this and instead of reissuing me and sending me the gift card they just stole the money and used it themselves. The entire experience has been very odd.

  

  Business Response

  Date: 08/13/2024

  Dear Sir/***** ********************* see our response to ***************************** complaint.
  
  Thank you,
  
  **************** 
  Visa Executive Inquiries

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two Visa gift cards purchased from Target for Christmas of 2023. When I went to use one of them, it was empty. I called the number on the back of the gift card and Visa told me it had been used by someone in ********** at a Target. I gave them the info of the unopened gift card, and that one was also empty! They said they would send me an email after they started a case for me (#********) and to send them pictures etc to ******************** I have not heard anything back yet and this was on 2/23/2024.

  

  Business Response

  Date: 08/07/2024

  Dear ***/***** -
  
   Please see our response to **********************' complaint.
  
  Thank you,
  
  ****************
  Visa Executive Inquiries

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a $200 Visa Vanilla Gift Card as a Birthday present from my parents. I registered the card, confirmed the balance, gave it a pin and saved it for a special purchase. On May 2, 2024, I planned to use it for gardening supplies at the **********. I was surprised when the cashier told me the card only had $68.98 on it. I had not yet used the card. After I used my credit card for the remainder of the purchase, I went online to check the balance of the card. Immediately I saw a red flag of a $1.07 purchase and then a bunch of purchases thereafter starting on 2/23/24 through 3/2/24 all labeled ********* purchases. I immediately filed a fraudulent case with Vanilla Gift Cards - *********************** and got a case number ********. I just heard back that my case has been closed and a vague mention of a timeline issue. What possible timeline could have been in question? The card is good until 2031! This was an obvious fraudulent use of my card. The $1.07 charge should have been apparent as someone "trying" the card. I registered my card and still they allowed this to happen. All I want is the $132.02 that was NOT approved to be stolen from my gift card. For this company to make me wait over 2 months for this disappointing decision and lack of responsibility is not acceptable. Please let me know what recourse I may have. Thank you. I am attaching some of the correspondence.

  

  Business Response

  Date: 08/02/2024

  Dear Sir/***** *********** see our response to ********************************************** complaint.
  
  Thank you,
  ************
  Visa Executive Inquiries

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and activated 2 Vanilla Gift cards at CVS the same day for both of my children to use at an amusement park to purchase lunch and dinner. They are in different groups so they needed to have different cards. My son was able to use his without a problem and ate both meals. My daughter was unable to use her card at the same location to get her own meals. I try to verify that the card is good by logging on and like the numerous comments across many sites, "A system error has occurred. Please try again later". I tried for more than an hour but only got the same response from the website. I tried calling in and entering my card number but the automated system tells me that the number is invalid. It wasn't invalid on the receipt that I got from CVS and the service fee to activate it. My daughter had to starve for no apparent reason. When I finally got through to a rep on the phone, I was told that the card was blocked due to potential fraud. My son used his card at the same vendor without a problem so I don't understand why my daughter's transaction was flagged as fraudulent other than they don't want us to be able to use the money that we loaded on the card. I feel taken advantage of and there is no resolution that I can receive from their customer service. I want a full refund, including service fees to activate the card because the company failed my family when it was needed most. I'm extremely disappointed and won't be satisfied until I no longer have to do business with this company ever again

  

  Business Response

  Date: 08/07/2024

  Dear Sir/***** ********************* see our response to ******************'s complaint.
  
  Thank you,
  
  ****************
  Visa Executive Inquiries

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a Visa Vanilla egift card. It's almost worthless. They decline to let me add it to popular wallets like ****** Wallet, Paypal, Cashapp, and even to my bank account.

  

  Business Response

  Date: 08/01/2024

  Dear Sir/***** *************** see our response to H R's complaint.
  
  Thank you,
  
  ****************
  Visa Executive Inquiries

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on a Delta flight that was overbooked so I was compensated for the flight for my 5 tickets ($2,000) each on 6/15/2024. I was able to redeem this award with Visa at the My Rewards website was issued 5 gift cards. However, it is now 7/30/2024 and I have been unable to use any of my money that I was rewarded. Online and when I call Visa it says the cards are on hold but no one can tell me why or has even attempted to fix this issue. They told me that Delta needs to call Visa to let them know that they did issue this money to me. However I contact Delta and they tell me that they do not contact Visa and this is a Visa issue only and there is nothing they can do since I have redeemed these cards. I call Visa back to tell them this and they only tell me they have to have the merchant approval to release these cards. And I am getting nowhere and my money that is mine is being held by Visa without absolutely no customer service at all.

  

  Business Response

  Date: 07/31/2024

  Dear ***/***** -
  Please see our response to *********************************** complaint.
  
  Thank you,
  ************
  Visa Executive Inquiries

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 3 , 2024 i bought 4 $100 visa secure spend gift cards from ******* in Snyder Tx. I tried to activate all 4 on the same day. 3 of them would not activate. I called customer service on june 4 and turned in a complaint. I was told it would be 3-5 business days. Its July 22 and they still have not even looked at my cases. I guess Visa just stills peoples money and waits them out until they get tired if waiting. Its not right and there is countless reviews that say the same thing. It should be against the law , because it is theft plain and simple.

  

  Business Response

  Date: 07/22/2024

  Dear Sir/Madam:
  
  Please send directly to ************************* LLC in *************
  
  Best regards, 
  ************** 
  Visa Executive Inquiries

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vanilla gift card I put **************************************************************************************************************** out of my money I have called them many time about this isses

  

  Business Response

  Date: 07/19/2024

  Dear Sir/***** *************************** see our response to ******************************* complaint.
   
  Thank you,
  
  ****************
  Visa Executive Inquiries
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a $300 Vanilla Visa gift card that cannot be used online due to the fact that the card no longer allows you to enter a zip code. I was given this gift specifically to use at an online retailer. I called the customer service to complain and the only help they will give is to try it "in person". If this is an "in person" gift card then it should be marketed as such. I would like to trade this card in for a refund.

  

  Business Response

  Date: 07/16/2024

  Dear ***/***** -
  Please see our response to *************************** complaint.
  
  Thank you,
  ************
  Visa Executive Inquiries

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will need to file a complaint against InComm rather than visa. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a visa card as a gift. The recipient improperly went about activating the card causing it to freeze for fraudulent activity. We called the help line to unfreeze/register the card. The employee (*****) advised that the only solution was to cancel the card and mail a replacement. She said the new card would be registered so anyone could use it. We felt that mailing that amount of money already registered for use would be unsecured and expressed concerns. ***** repeated the same script despite us asking questions and expressing concern that our money could be stolen from the mail. We asked to speak to a manager 7 times, while she said there was no supervisor there, before she finally transferred the call. The manager (****) informed us that the only options were to wait 7-14 days hoping the already registered card will come in the mail or cancel the card and just lose the $500?! She also said she would never send money in the mail like this almost mocking the situation we are in. We asked if they could send it secured mail and they said thats not an option. We feel incredibly uncomfortable with the only option they provided and asked for a refund which they said is also not an option. It feels very scammy, especially when they said we could cancel and receive nothing? At the very least they could have sent the card unregistered. Ideally if they are sending preregistered ready to use cash cards in the mail they could use a secured mailing service. We would have happily paid for the guaranteed delivery.Now if it gets improperly delivered or stolen we are out all the money. The money was literally a gift for our friend whose son just died. For sure we will never use this service again. Only filing a complaint in hopes that they change their policy and offer secured delivery.

  

  Business Response

  Date: 07/10/2024

  Dear Sir/Madam *************** Please see our response to ***************************** complaint. 
  
  Thank you, 
  **************
  Visa Executive Inquiries