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Complaint Details
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Initial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a Vanilla Gift card a few years back for $200, the card never left my home. I went in to check the balance and make sure the card was activate before Christmas and found that there was no money on the card. After looking at the purchase history, there was a purchase $199.79 I didn't make right around the time I received the card, leaving a balance of .21 cents. There were then attempts at purchases saying apple.com for $12.99 every few weeks that were declined/pending adding up to over $503.38. I reached out to ******* and filed a dispute 12-6-23 Case ********. I waited a month and never heard back so I reached out again and that person took all of the information again, I sent in the paper work again. I recently received another card in the mail which I cannot log on to check, the website functions for activation and balance check are not working, for several weeks. I was able to check the status of the case number finally, but the screen just says it's pending. This company has been impossible to reach, every time I finally get through, they take all of the same information and say they do not have the previous, even though I have confirmation emails and screen grabs. It is obvious the card was compromised based on the number of same charge attempts.
Business response
04/17/2024
April 17, 2024
Ms. ***********************
Better Business Bureau
**************************************************************************************************** 30303
Re: Case No. ********- *********************
To Whom It May *********************** of the above styled inquiry is hereby acknowledged. We have reviewed the issue with Ms. ************** **** Gift Card.
Unfortunately,************** was a victim of a form of fraud known as package tampering. This means that her card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. The case has been finalized in Ms.****** favor and a replacement card totaling $200.00 was expedited via FedEx.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any delay and inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Customer response
04/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I have received the replacement card from the business.
Sincerely,
*********************Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Filed a lost or stolen card with Incomm Services on 1/4 and immediately requested a replacement. My husband and I provided all the required documents including drivers license, photo of gift card, proof of purchase of gift card, point of sale receipt, and proof of address for the replacement card. We have emailed these documents to them multiple times after spending over 14 hours on the phone with them just to be told to send these documents. They refuse to issue a replacement gift card despite having ALL of the evidence needed, including an actual photo of the card. Card replacements are supposed to take no more than 30 days and it has been over 60 days. This is unacceptable and extremely frustrating and time consuming. The case number is ********. It is associated with my husbands name, *****************************.Business response
04/09/2024
April 8, 2024
Ms. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ******** - **************************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with *********************** ************ Gift Card.
We regret ***************************** did not receive her replacement card in a timely manner. ***************************** initially contacted our office on January 2, 2024, regarding her card being lost. As standard procedure, a case was raised, and documentation was requested. We received the requested documentation on January 22, 2024. However, the purchase receipt was invalid. An email was sent to ***************************** requesting the full purchase receipt, and the receipt was received on February 14, 2024. We reviewed her case and a replacement card in the amount of $455.27 was issued on February 29, 2024. Our records indicate that ***************************** activated her card on March 10, 2024 and has since depleted the funds.
We sincerely apologize for any inconvenience this matter has caused. Please call if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******, ******* ***** ****************************************Initial Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $500.00 gift card as a Christmas gift for my son. He opened the card & attempted to use it, we noticed the last 4 digits were missing & so was the 3 digit security code on the back, making the card useless for online purchases. An attempt to make a purchase in a store failed as well. I contacted Incomm on 12/26/23. I was told that a case had been opened & given a reference number of ********. I was then instructed to email a picture of the gift card, the ******** **** ID with the reference # & was told that someone would contact me in 3 to 5 days. I sent the email. 2 weeks went by & no attempt was made to contact me so I called again on 1/2/24. I was told that it could take up to 30 days to resolve the issue & that I should call back if I did not hear anything. So I called again on 1/25/24 was told that a replacement card was sent out on the 18th of January. No replacement card was ever received. I called 2/6/24 & was told that they would escalate my file in order to get it resolved & was once again told that a representative would contact me within 48 hours. Again, no attempt was made to contact me. I called again on February 9th and this time was told that I would have to wait 30 BUSINESS days and if the replacement doesn't come then I need to call back. It's now been 30 business ******** have made numerous attempts to contact them by phone today & have been unable to even reach a human being. I understand there are ********************* in place to handle & resolve issues but we are going on over 2 months with absolutely no resolution. This company has made zero attempts to reach out to me to resolve the issue I always have to call & chase them. They got paid right away & I am going on over 60 days with absolutely nothing for the $505.95 that was spent. This is unacceptable. Again I understand there are policies but none of these policies are included with the purchase of the ********** like to think it would not take well over 2 months to resolveBusiness response
04/09/2024
March 9, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ********-***********************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with Ms. ******* ************ Gift Card.
Unfortunately, *************** was a victim of a form of fraud known as package tampering. This means that her card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. The case was originally resolved on December 27, 2023, and a replacement card was issued; however, there was a typo with the address and the card returned to our office undeliverable. We are truly sorry and appreciate this being brought to our attention. A new replacement card for $500.00 was issued and our records show that it was delivered and **************** in spending the funds.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My aunt bought me a $50 gift card as a gift for the birth of my newborn. I tried to activate the card and could not do so online. I called customer ********************** on 1/**/** and they told me the card was blocked because someone tried to activate it before it was purchased. I explained that the card was sealed and I double checked the packaging. It was sealed but had sharpie written on the back. The customer ********************** created a case for me. Case ID ******** And stated this would be solved within 30 days. When checking re status of the case it originally stated resolution by March 8th. The last few days of checking and the date has changed to JULY 15th! A resolution 6 months after this gift card has been paid for is unacceptable. I have been unable to reach customer ********************** again to receive an update on this case. I am sad as I feel like my aunt was scammed for giving me a gift. It should not *********** months to rectify this situation. I need customer ********************** to follow up ASAP so I can use the gift card or provide me with a new one. If they are unable to do so they will need to provide my aunt with an immediate refund.Business response
04/08/2024
April 8, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Case No. ********- ***************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with Ms. ******** ************ Gift Card.
When a card is purchased, the point of sale triggers the activation of the card. There were no attempts made to activate this card. Unfortunately, we are unable to locate any evidence this card was ever given any value. When ****************** initially contacted us, a case was opened, and documentation was requested to investigate this concern. We have activated Ms. ******** card for $50.00. We communicated this information to her via email.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any delay and inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Vanilla Gift Card for the holidays (Dec.2023). Card number ending in 7527. The card was compromised and has a zero balance . First email complaint with requested information on 12-27-23. Track a problem with the Case number showed final resolution for Feb.04, 2023. After the end date of Feb. 04, 2023 with no resolution, I called the phone number listed ************* on the following date , 02/17/24, after this initial call, I was told resolution would be "within a few days". After a few days, I tracked the case number and saw that it was EXTENDED until June 11th, 2024! I called to complain on the following dates 02/23/24, 02/26/24, 02/29/24 and to file a complaint. as to why I did not get a resolution after providing all of my evidence. Each time I was told it was going to the "escalation' team. Final call on 02/29/24 I requested to speak to a "supervisor" and was told by Supervisor "Serene" that my case was once again going to the "Back End Team" for escalation. With still NO RESOLUTION done on my behalf ! Can you please assist me in this matter . Thank youBusiness response
04/09/2024
April 9, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ******** - ***********************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with **************** ************ Gift Card.
Unfortunately,************** was a victim of a form of fraud known as package tampering. This means that his card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. We are truly sorry for the delay in resolving this matter and appreciate it being brought to our attention as it is not our standard. The case was finalized in **************** favor and a replacement card for $100.00 was issued via ***** We notified him of this information via email and he has our direct contact information should he have additional questions or concerns.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a gift card from ******* and the balance on the card when I went to use it was $.03. ******* will not assist with return, store telephone number on reciept is receipt is often answered and then hung up without person speaking.Vanilla gift card will not answer customer ********************** line after four attempts of more than one hour each time. ******* corperate customer ********************** will only transfer you to one another and then to Vanilla gift after one hour converastion which will not answer telephone #. ******* is supporting theft. In this case $154.94 in theft from me on 12-22-2023.Business response
04/09/2024
April 9, 2024
Mr. *************************
*********************************************************************************************************
Re: Better Business Bureau Case # ******** *************************
Dear ******************
Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Mr. ************** **** Gift Card.
A dispute case was initiated on February 28, 2024, for an unauthorized transaction in the amount of $149.97 made to the card by the merchant OZARRIOSTORE. On March 25,2024, the dispute was resolved in favor of ************** and a replacement card was issued via ***** We notified him of this information via email and he has our direct contact information should he have additional questions or concerns.
We truly value our cardholders and want them to have a pleasant experience with the product.We sincerely apologize for any inconvenience this matter has caused. Please call if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******, ******* 31808
****************************************Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a **** ********* gift card online for my daughter and son in law for a Christmas gift. I received it and it didn't work. We filed a complaint and have a case number. Case number is ******** with ****. That phone number is **************. The gift card was purchased online at ******* on Dec 6th and was delivered to my address on Dec 9th. All I wanted was a replacement gift card for the amount of $100 sent to my daughter or to be refunded the money of $100 to my bank account. I'm a disabled person and I don't drive so online purchases are what I have to do. It's been almost 3 months and they will not help us out with this issue. Please help me. Order number is 2000113-03281201.Business response
04/09/2024
April 9, 2024
Mr.*************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ******** - *********************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with ******************* **** Gift Card.
We have reviewed the card account in question and found that the card was successfully activated on December 7, 2023, with an available balance of $100.00. On December 21,2023, the merchant where the card was purchased deactivated and defunded the card. We have been in contact with the merchant, and they validated the card purchase. ************ card was reactivated with an available balance of $100.00.
On April 8, 2024,a dispute case was initiated via our cardholder website for unauthorized transactions in the amount of $87.19 made to the card by multiple merchants.The case has been finalized and a new replacement card for $88.51 is being expedited via ****** An email was sent advising of this information.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******, ******* 31808
****************************************Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contacted incomm about a comprised gift card that I recieved for a Christmas present on the 26th of December 2023, I was told I would hear back from them within 3-5 business days but in some cases it would take up to 30 business days. It is now the 28th of February and after multiple attempts at calling and emailing them I have not gotten any updates or any closure to my claim on a compromised card.Business response
04/09/2024
April 9, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ******** - *********************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with *********************** **** Gift Card.
Unfortunately,**************** was a victim of a form of fraud known as package tampering. This means that his card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. We are truly sorry for the delay in resolving this matter and appreciate it being brought to our attention as it is not our standard. The case has been finalized in Mr. *********** and a replacement card for $150.00 was shipped via ***** Our records show that the card was delivered, and he is spending the funds.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Customer response
04/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My company purchased a vanilla gift card for me for Christmas, I tried to use the card at the grocery store and the purchase declined. I immediately called and the representative told me my card was placed on hold for trying to use it without activating it. When I read online, you don't have to activate it. Anyways, it takes about two months for me to get all the information sent because they failed to ask me what they needed from me two times. I finally got my replacement card this week and I opened it and immediately called customer ********************** to "activate" just in case. The representative then tells me that my replacement card is put on hold and I need a replacement. They don't transfer calls, they don't care about actually figuring out a solution. Horrible company and I feel scammed. Just to be sure I am looking for compensation for my time and stress this whole thing has caused me. They have supposedly sent another replacement card. There was a problem with everyone else's gift card except two as well.Business response
04/05/2024
March 18, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Case No. ********- ***********************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with ************* s ************ Gift Card.
When a card is purchased, the point of sale triggers the activation of the card. We were unable to locate any attempts made to activate this card. Unfortunately, we are unable to find any evidence this card was ever given any value. When ************** initially contacted us, as standard procedure, we requested documentation to aid in our investigation. We received the requested documentation and replaced her card.
************** received her replacement and called in for activation. We are reviewing the handling of her case for any opportunities. Her card has been activated as of March 19, 2024 and she was notified. She has been successful in using her replacement.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any delay and inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received this gift card in November as a gift when I went to use it earlier this month it said there was no available funds when I contacted the company they told me that it was used at a target store but the card is tampered because theres numbers missing off of it. When I went back to CVS to speak with them about it, I was told that theres an scam with the gift cards as always through the holidays and if there was numbers missing, Im supposed to be refunded whatever amount I received on my card however, *** contacted them twice And they want me to give them receipts and everything else. This was a gift card received. I do not have a receipt.Business response
04/09/2024
April 9, 2024
Mr. *************************
Better Business Bureau
**************************************************************************************************** 30303
Re: Better Business Bureau Case # ********- *********************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with ******************** ************ Gift Card.
Unfortunately,******************** was a victim of a form of fraud known as package tampering. This means that her card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. A case was opened to investigate this matter when we were initially contacted on February 15, 2024, and it was resolved on March 2, 2024. A replacement card for $100.00 was shipped via ***** Our records show that the card was delivered, and the funds have been spent.
We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this may have caused. Please contact us if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research Team
InComm Financial Services, ******************* Box 826
*******,******* 31808
****************************************
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Customer Complaints Summary
1,819 total complaints in the last 3 years.
730 complaints closed in the last 12 months.