ComplaintsforInComm Financial Services

• Initial Complaint

  06/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have two hotel incidental transactions that are currently on hold for 11 days as of June 30, 2021, for a total of $240, I am a long time MyVanilla card holder and the longest hold in this type of situation has been 3 days, while the shortest is right after check out. Obviously there is an issue but all I'm ever told is call back 24-48 hours. The GM of the hotel has even sent TWO Merchant Release Letters. All I want is my money and for this company to stop using my money for their benefit. P

  

  Business response

  08/06/2021

  Business Response /* (1000, 10, 2021/07/26) */ July 26, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27836278 - **** ******* Dear Ms. ******: Receipt of the above-styled inquiry is hereby acknowledged. We have investigated the issue with Mr. *******'s MyVanilla Reloadable Visa Debit Card. After researching this case we found that the card in question had 2 preauthorization requests from the merchant COURTYARD FOLSOM in the amount of $120.00 each on June 19, 2021, and June 20, 2021. When a transaction is cancelled, we do not receive that information and do not know that it happens, except when advised verbally by the Cardholder. Each MyVanilla Visa Card is accompanied by a printed Cardholder Agreement, which constitutes an agreement between the Cardholder and the issuer of the Card, and sets forth terms and conditions, which apply to the Card. In accordance with the "Using your Card/Features" section of the Cardholder Agreement it states; "You do not have the right to stop payment on any purchase or payment transaction originated by use of your Card. If you authorize a transaction and then fail to make the purchase of that item as planned, the approval may result in a hold for that amount of funds for up to thirty (30) days." Mr. ******* provided a merchant release letter from COURTYARD FOLSOM advising the transaction would not settle and we were able to remove hold manually on June 30, 2021. Mr. ******* has since been able to successfully use his card. 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 matter has caused. Please call if you have any questions, or if I may be of further assistance in any way. I remain, Sincerely, Complaints Research Team InComm Financial Services, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a $250 Vanilla Gift Card from Walgreens on 6/27/21 at 10:08 pm. I did not make any purchases, and then there was `a $250 charge from Paypal on 6/28/21 at 3:33 am. I contacted Vanilla Gift and 3 different reps told me three different answers. They are no being helpful and will not refund my purchase, I have the receipt and activation receipt and card in my possession.

  

  Business response

  07/29/2021

  Business Response /* (1000, 9, 2021/07/16) */ July 16, 2021 Mr. G Edward Livous Better Business Bureau 235 Peachtree Street North Tower, Suite 900 Atlanta, Georgia XXXXX Re: Better Business Bureau Case # 27836070 - ****** ******* Dear Mr. Livous: Receipt of the above styled inquiry is hereby acknowledged. We investigated the issue with Ms. *******'s Vanilla Visa Gift Card. Ms. ******* initially contacted our office on June 28, 2021, disputing an unauthorized transaction in the amount of $250.00 made on her card by the merchant PAYPAL *MATTHEWFRAY. A dispute was opened, and a chargeback has been submitted in an attempt to recover the funds. The merchant has 45 days to respond to the chargeback. If the merchant does not re-present by August 28, 2021, a refund check in the amount of $250.00 will be issued to the address Ms. ******* provided in her complaint. If the merchant does re-present the resolution date may be extended. The final resolution will be no later than October 12, 2021. We have been in contact with Ms. ******* to advise of the dispute process and timeframes for resolution. 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 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  MyVanilla Visa Debit card is not releasing 2 pending transactions for the amount of $120 each, totaling $240. This was for a hotel security deposit at ****************. The dates of transactions were June 19,2021 and June 20,2021. It's normal for a few days hold but this is beyond normal and past practices with this company. The company told me to have the Merchant submit a MRL (Merchant Release Letter) and the fund will be released within 24 to 48 hours. This was done by the GM of Courtyard. Not once but twice.

  

  Business response

  12/02/2021

  December 1, 2021
  
  
  
  *********************************
  Better Business Bureau
  ********************
  North Tower, Suite 900
  **********************
  
  Re: Better Business Bureau Case # ******** - ***********************
  
  Dear ******************:
  
  Receipt of the above-styled inquiry is hereby acknowledged. We have investigated the issue with ********************** ************** Prepaid Card.
  
  After researching this case we found that the card in question had a preauthorization request from the merchant **************** in the amount of $240.00 on June 20, 2021. When a transaction is cancelled, we do not receive that information and do not know that it happens, except when advised verbally by the Cardholder. Each ************ Gift Card is accompanied by a printed Cardholder Agreement, which constitutes an agreement between the Cardholder and the issuer of the Card, and sets forth terms and conditions, which apply to the Card. In accordance with the "Using Your Card/Authorized Holds" section of the Cardholder Agreement it states, "If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds."
  When ****************** contacted our office on June 22, 2021, he was advised that the holds would release on July 19 and July 20, 2021 if a merchant release letter was not received. On June 30, 2021, a merchant release letter was received, and the funds were released back to the account.
  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 matter has caused. Please call if you have any questions, or if I may be of further assistance in any way.
  Sincerely,
  
  
  
  Complaints ************************************************** Services, ******************** Box 826
  *****************************
  ****************************************
  

• Initial Complaint

  06/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vanilla visa gift/ debit card. I was the victim of a scam that involved that card. As soon as I realized I was being scammed I called and found the $499.99 charge was pending. I then called the number on the bank of the card and asked them to decline or cancel the charge. They have yet to send me an. Email with the dispute papers to fill out and have given me the run around for the last two days. All I want is for them to decline/cancel the charge so money doesn't leave the card.

  

  Business response

  07/23/2021

  Business Response /* (1000, 9, 2021/07/15) */ July 14, 2021 Mr. G. Edward Livous Better Business Bureau 235 Peachtree Street North Tower, Suite 900 Atlanta, Georgia XXXXX Re: Better Business Bureau Case # 27835829 - ******* ******* Dear Mr. Livous: Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. *******'s Vanilla Visa Gift Card. Ms. Poulson initially contacted our office on June 24, 2021, disputing an unauthorized transaction in the amount of $499.99 made on her card by the merchant bestlovelycute. A dispute packet should have been emailed to the address Ms. Poulson provided; however, one was not sent. We sincerely apologize for this missed opportunity and appreciate you bringing it to our attention. We used this complaint as her written dispute and a chargeback has been submitted in an attempt to recover the funds. The merchant has 45 days to respond to the chargeback. If the merchant does not re-present by August 14, 2021, a refund check in the amount of $500.00 will be issued to the address Ms. Poulson provided in her complaint. If the merchant does re-present the resolution date may be extended. The final resolution will be no later than September 28, 2021. We have been in contact with Ms. ******* to advise of this and she has our direct contact information should she have any additional questions or concerns. Ms. Poulson mentioned in her complaint that she wanted us to stop unauthorized charge while it was still pending. Please know that once a preauthorization is received from a merchant, we are unable to cancel the transaction. 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 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com Consumer Response /* (2000, 11, 2021/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a Vanilla Visa gift card and before I could use it, the same day, all the money was drained out in one purchase that I hadn't authorized. The Vanilla people told me to call the merchant to resolve the issue, but the merchant (Edge) says they have no record of a debit/credit used within the past two days. Edge also said they receive these calls all the time, so there must be something wrong with the Vanilla system where cards make fraudulent purchases. Vanilla hasn't been helpful in getting a refund and says it can take 3 months, but I can't wait that long. Apparently this happens often, so I definitely won't be buying from Vanilla Visa again. I lost $120 and I really just want it back, please!!

  

  Business response

  07/09/2021

  Business Response /* (1000, 5, 2021/06/30) */ June 30, 2021 Mr. G ****** ****** Better Business Bureau 235 Peachtree Street North Tower, Suite 900 Atlanta, Georgia XXXXX Re: Better Business Bureau Case # XXXXXXXX - ******* P Dear Mr. Livous: Receipt of the above styled inquiry is hereby acknowledged. We investigated the issue with Ms. ******* P's Vanilla Visa Gift Card. Ms. ******* P initially contacted our office on June 24, 2021, disputing an unauthorized transaction in the amount of $120.00 made on her card by the merchant EDGE. We used this complaint as her written dispute and a chargeback has been submitted in an attempt to recover the funds. The merchant has 45 days to respond to the chargeback. If the merchant does not re-present by August 13, 2021 a refund check in the amount of $120.00 will be issued to the address Ms. P provided in her complaint. If the merchant does re-present the resolution date may be extended. The final resolution will be no later than September 27, 2021. We have been in contact with Ms. ******* P to advise of this and she has our direct contact information should she have any 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 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about MyVanilla Card My ex bought me this card around December 2020 and i didn't have any use for it until yesterday , I activated the card XX XX XXXX filled every required detail , i even received SMS notification that account has been created, the initial balance on the card was useless so i thought I'll fund with my PayPal account That's what i did !! My name on PayPal account, my billing address , my ssn , everything tallies , my only mistake was i funded the card 500 at once , the value on the receipt from PayPal shows i would be getting 495 30 minutes after the transaction (it was supposed to be instant or at most 10 minutes according to paypal) , no sms alert , no email alert notifying me MyVanilla card has been funded , I logged into MyVanilla and i am seeing CARD STATUS IS INACTIVE I cant wrap my head around this, WHAT THE **** did i do wrong ? It's my money from Paypal why would they make my card inactive ? refund my money to paypal or release

  

  Business response

  09/27/2021

  Business Response /* (1000, 8, 2021/07/19) */ July 19, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27835733- ******* ******* Dear Ms. ******: Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Ms. *******'s Vanilla Mastercard Gift Card. After researching this inquiry, we found that the card in question received credit on June 24, 2021 for $495.00 from the merchant PAYPAL********. This credit created a balance greater than the face value of the Gift Card. As standard procedure, we requested documentation supporting this transaction in order to release the account. These cards are non-reloadable cards and are not designed to receive credits; therefore, the card was subsequently deactivated. In the event goods or services are returned we request a receipt from the initial purchase as well as the return to ensure no error has been made and no fraud committed. To date our records show we have not received the requested documents from Ms. *******. We have attempted to contact Ms. *******; however, we were unsuccessful with no option to leave a voicemail. Until we receive the requested information to correct this issue, we consider this matter closed. We sincerely apologize for any inconvenience caused by this matter. Thank you for bringing this to our attention. Please call if you have any questions or if we may be of further assistance. Sincerely, Complaints Research Team InComm Financial Services, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com Consumer Response /* (3000, 10, 2021/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, The card had reloadable prepaid debit card written BOLDLY on it Secondly , there was no point in time where card limit was set as $495.00 or $500.00 , it says in the terms and conditions that the monthly limit was well above 3,000 Thirdly, I never received any communication from my vanilla customer care, voicemail or not Finally , There is no way i can retrieve the purchase receipt , the card was given to me by my ex LAST YEAR , We are not together anymore, obviously, I wouldn't be calling him to ask for a damned card receipt However, I have a picture of the card, my paypal receipt for the deposit in the account and confirmation email from paypal which i will be submitting I must add that prior to contacting BBB regarding this issue, I found thousands of reports and reviews about MyVanilla, they specialize in locking people's account and holding their money forever , if I had read this review, I wouldn't have funded the card , But being out of job and managing whatever savings I have left, I am not willing to let go of my $495 Please help me retrieve my money I have attached my PayPal settings page, transaction receipt and two pictures of the debit card (WHERE IS IS BOLDLY WRITTEN "RELOADABLE DEBIT CARD" Business Response /* (4000, 14, 2021/08/06) */ August 6, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27835733- ******* ******* Dear Ms. ******: Receipt of the above styled inquiry is hereby acknowledged. We have reviewed Ms. *******'s response to our letter. To further clarify, Ms. ******* has a MyVanilla MasterCard Reloadable Debit card. We misspoke in our previous response and apologize for the oversight. Due to the documentation that was submitted with Ms. Harley's rebuttal, we have placed her account in an active spend down status. With this status, she is only able to use the card to deplete the current available balance and will be unable to load any additional funds to the account. We hope Ms. ******* finds this to be an acceptable resolution. Please call if you have questions or if we may be of further service. Sincerely, Complaints Research Team InComm Financial Services, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com Consumer Response /* (4200, 16, 2021/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) "We misspoke in our previous response and apologize for the oversight" How original is that ? You misspoke !! Account was placed in active spend down mode , guess what ? i used the card to make purchases on AMAZON.com , amazon locked my account, the funds i put there and they want a proof of ownership of the card The proof amazon wants is impossible for me to gather, i am unable to review account status which is supposed to show my billing address, phone number and every other details pertaining to owning the debit card, thanks to your stupid spend down mode my account statement is unavailable That is the effect of your "misspoken oversight" now again i am back and forth with amazon, my funds and account is still locked and you successfully ruined my grand child's birthday and my months of holding my money to ransom YOU SUCK I should probably sue Business Response /* (4000, 22, 2021/09/22) */ September 10, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27835733- ******* ******* Dear Ms. ******: Receipt of the above styled inquiry is hereby acknowledged. We have reviewed Ms. *******'s response to our letter. For clarity, Ms. *******'s case was handled appropriately and within our standard process. Our initial letter referred to the incorrect product and for that we sincerely apologize, but this had no effect on the resolution of this issue. We have reviewed the account activity on Ms. *******'s MyVanilla Mastercard Prepaid Reloadable Debit card. The balance has been successfully depleted to $0.20 while in spend down status. As requested, we have sent a statement to Ms. ******* for her review via the email address provided. 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 matter has caused. Please call if you have questions or if we may be of further service. Sincerely, Complaints Research Team InComm Financial Services, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vanilla gift in the amount of $250.00 december of 2020. It was a christmas gift for my son. He cancelled the card due to getting a email saying fraud was being commited with using the gift card... I tried ordering a replacement gift card in january. The company keeps telling meits being sent out and it will take 30 days. It is now June and still no gift card has been replaced...

  

  Business response

  08/03/2021

  Business Response /* (1000, 14, 2021/07/20) */ July 15, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27835135 - ****** **** Dear *** ******: Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. ****'s Vanilla Visa Gift Card. Our records show that a replacement card was successfully processed on January 13, 2021 and April 01, 2021 to the address Ms. **** provided our office. The address she provided matches the address in her complaint. We do not know why she did not receive these cards and they have not returned to our office undeliverable. A refund check was sent to Ms. **** and she has confirmed receipt of the check. 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 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com Business Response /* (1000, 15, 2021/07/15) */ July 15, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27835135 - ****** **** Dear *** ******: Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. ****'s Vanilla Visa Gift Card. Our records show that a replacement card was successfully processed on January 13, 2021 and April 01, 2021 to the address Ms. **** provided our office. The address she provided matches the address in her complaint. We do not know why she did not receive these cards and they have not returned to our office undeliverable. A refund check was sent to Ms. **** and she has confirmed receipt of the check. 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 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed over the phone and gave these people the numbers from the visa vanilla gift card which they told me to get and i foolishly did I have been going back and forth with them since March20th 2021 I have faxed them the requested documents 4 times now they keep saying they haven't received any of them one lady said they had received it and a check would be in the mail in 7 to 10 days still waiting I am on disability and I need the money back for rent they just make me keep faxing the documents but one of the faxes is always busy so we send it to the other one they are telling me it has to go through the one that's always busy I did my part when I realized what I had done I put a hold on it case I.D #XXXXXXXX I need help

  

  Business response

  08/03/2021

  Business Response /* (1000, 13, 2021/07/19) */ July 19, 2021 Ms. Juliana ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27834624- ***** ****** Dear Ms. ******: Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Mr. ******' Vanilla Visa Gift Card. Mr. ****** initially contacted our office on March 18, 2021 reporting that he had been scammed. Mr. ****** surrendered his card information as a part of a phone scam. As standard procedure a case was opened, and documentation was requested. To date our records show we have not received the requested documentation from Mr. ******. However, as a gesture of our good faith, we sent a refund check in the amount of $500.00 to Mr. ******. We attempted to contact him by phone, but we were unsuccessful. 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. 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, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/24/20 my brother purchased a Vanilla gift card for $60 and sent it to us as a gift. The instructions for activation are at first use to create a pin number. When trying to do this they do not recognize the card and when calling the providers at X-XXX-XXX-XXXX and sending email to ********@incomm.com they expect the physical receipt of purchase to activate. Who could possibly have that after a year? They now expect me to go back to the person who bought and then hopefully they expect them to have it and if not go back to the store where purchased to have them find electronically. Really what a scam. Yes I am trying to do that now but just to do not understand how it is that way. I have given them copies of card the 3 digits on back the receipt info store gave but they say that is not enough. Therefore that is why I am sending this.

  

  Business response

  06/29/2021

  Consumer Response /* (2000, 8, 2021/06/24) */ So after much effort and much pestering on my side I was able to resolve the issue. Although I had proof of the purchase, I had to go back to the seller of the Vanilla Visa gift card and get them to send me their electronic version of the purchase. I was only able to find as the purchaser of the card had the rewards program or I would not have had. I really believe if they take that stance on the purchase of cards they are really stealing from the unknowing. Thanks for your efforts. Business Response /* (1000, 14, 2021/06/29) */ June 28, 2021 Ms. ******* ****** Better Business Bureau 235 Peachtree St. North Tower, Suite 900 Atlanta, GA XXXXX Re: Better Business Bureau Case # 27834455- ****** ******* Dear Ms. ******: Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Mr. *******' Vanilla Visa gift card. When a card is purchased the point of sale triggers the activation of the card. After reviewing the card account, it appears there were no attempts made to activate this card. As standard procedure, we requested a copy of the card and proof of purchase to prove ownership. We received several documents on multiple days, however; it was missing pertinent information our office needed to proceed with our investigation. On June 16, 2021 complete documentation was received and Mr. ******* card was activated. We have been in contact with Mr. ******* to advise that his card has been activated and funds are now available. We value our customers and hope that Mr. ******* continues to choose Vanilla. We sincerely apologize for any inconvenience. Please call if you have any questions or if we may be of further service. Sincerely, Complaints Research Team InComm Financial Services, Inc. Post Office Box 826 Fortson, Georgia XXXXX *************@incomm.com

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After almost 3 month of waiting I haven't received my replacement card

  

  Business response

  07/09/2021

  Business Response /* (1000, 8, 2021/06/24) */ June 24, 2021 Mr. ** ****** ****** Better Business Bureau 235 Peachtree Street North Tower, Suite 900 Atlanta, Georgia XXXXX Re: Better Business Bureau Case # 27834494 - ******* ****** Dear Mr. ******* Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Mr. ******'s OneVanilla MasterCard Gift Card. Unfortunately, Mr. ****** 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. As standard procedure, we requested documentation in order to investigate this issue. We did not receive all requested documentation until April 14, 2021. A replacement card was issued on April 19, 2021, to the address Mr. ****** provided our office. On April 22, 2021, he contacted us back to advise he had moved and requested a new card replacement be issued. A verification of address was requested, and we received the document on May 18, 2021. A new replacement card should have been issued within 48 hours; however, one was not. We are truly sorry for this error and appreciate you bringing it to our attention. A replacement card was expedited to Mr. ******'s new address on June 16, 2021. He has since successfully activated the card and has been able to use the funds. We truly value our Vanilla 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 I may be of further assistance in any way. I remain, Sincerely, R.B. ******* Chief Operating Officer Incomm Financial Services, Inc. 1200 Brookstone Centre Pkwy, Suite 220 Columbus, Georgia XXXXX (XXX) XXX-XXXX

*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. ↩