ComplaintsforInComm Financial Services

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is pretty extensive so I will condense it as much as I can. I received a vanilla gift card in November ************************************* for $100 as a debit card. I issued a card To somebody as a gift, two months later after they received it they open the card up and noticed that the last four digits of the card number was scratched out, and the security code on the back was scratched out, indicating That there was an inside job of fraud going on where they made the cards. I tried to contest and get my $100 back, to no avail. I went on *** corporate website and issued a complaint it went through a process and they said that they were not responsible although the manager of the *** (pharmasy) did voice a negative opinion about the Villa gift card indicating that they have had a lot of problems with the card.Then I got in touch with **** because they are the ones apparently that Wil gift cards using as their logo on the card. After going back-and-forth with **** they came back and indicated that they were not responsible. Then on the back of the ************* debit card theres a phone number that you can call supposedly to get help on the situation and problem that you are having. Got in touch with the individual representing Villa prepaid gift card, sent him three emails over a course of a month of the information that they requested picture of a card, receipt from where I purchased a card and a picture of my license. Never got a response back from them and all three occurrences. And as of today it is well over four months into trying to get my $100 back from a fraudulent gift card. The time that I spent well exceeds much more than $100 but it is the principal here that counts, if they can get away with this there is no telling how many people have to go through the same circumstances each and every day from a fraud company like this.

  

  Business response

  04/25/2024

  April 25, 2024
  
  
  Mr. *************************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Case No. ******** - ***************************
  
  Dear ******************,
  
  Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with Mr. ******* ************ Gift Card.
  
  Unfortunately,**************** was a victim of a form of fraud known as package tampering. This means that his cards were fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. The case has been finalized in Mr. ******* favor and a refund check totaling $106.95 has been expedited via ***** tracking number 732756336635.
  
  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 are truly sorry for the delay in resolving this matter and appreciate it being brought to our attention as this is not our standard. 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
  ****************************
  ****************************************

  Customer response

  05/06/2024

  ***************************. I am referring to a complaint that I addressed to the Better Business Bureau related to a fraudulent prepaid credit card. Very satisfied with the action the better business bureau got, I do have one complaint that I wish that I wouldve taken into consideration before I just asked for the amount of the payment that Ive paid, I did receive my payment back from the company that I was fraud it out of but when I looked back at the time that was spent and the only action that the company took was when they were threatened by the BBB, I spent hours of my time trying to get a response from this company which they would never respond to my request until the BBB got involved. Whats done is done but there seems to me that people who are involved in trying to get their money back but they have to use a third-party to actually get this business to act is really a deficiency on the customers part because of the time spent dealing with them personally, and not getting no response from them, time after time you get none of your time back spent for trying to fight to get your money back and effort that went into it. But I do appreciate you getting involved that is the BBB to at least get my 106 dollars back. Thanks, ***************************.

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased (2) $100 ************ Gift Cards from *******, one on 11/17/23 and the other on 11/30/23.Copies of the invoices are attached.These were gifts and when my Sons tried to use them they showed "0" balance.I called the gift card provider in early January 2024, explained the situation and sent them all of the supporting documentation they asked for: Support Ticket is #******.GCweb Comments (Albertsons) <*****************************>Gift Card *********************** **********************: ************** Prompt 4 I called them today and talked to a rep ********* who informed me it is still under investigation.She would not offer any reason as to why this is taking many months.I feel I have been more than patient and appreciate any help that could be provided.Thank You -******************************* ***********

  

  Business response

  04/22/2024

  April 22, 2024
  
  
  
  Mr. *************************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** - *******************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with Mr. ********* ************ Gift Cards.
  
  Unfortunately, ******************** was a victim of a form of fraud known as package tampering. This means that his cards were 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 this is not our standard. The case was finalized in Mr. ********* favor and a refund check totaling $213.90 was expedited to him 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 inconvenience this matter has 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
  ****************************
  ****************************************

  Customer response

  05/02/2024

   
  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

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I recently bought a gift card which was a secure spend gift card, I received it and no issues at that time, when I woke up I saw that all $27.00 was gone. I call secure spend and got a dispute case created on the next day. The person I was talking to on the phone was nice and wrote down everything right on the case except for my mailing address, it is correct but it is spelled incorrectly. I tried to call again and they said they sent a message to the company to change the address, three days later they never did. I got a email saying that my replacement card is being delivered and my address is written wrong and right now, at this time, I can not change it. I am writing this letter to inform incomm payments to change my address to the correct address.

  

  Business response

  04/22/2024

  April 15, 2024
  
  
  
  Mr. *************************
  **************************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** *************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with **************** **** Gift Card.
  
  **************** initially contacted our office on February 25, 2024, disputing an unauthorized transaction in the amount of $27.00 made to his card by merchant SP 57CA63-3.We have resolved this dispute in his favor and on March 10, 2024, a replacement card for $27.00 was issued to him. We have been in contact with **************** and confirmed that he received the replacement 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 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
  *****************************
  ****************************************
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by the company that I would be getting my gift card of $400 refunded to me in shift card due to it having been taken from me after requesting a new card. New card came no balance. Ive been through emails and phone calls since January and nothing. I called again and now Im being told my claim is closed.

  

  Business response

  04/22/2024

  April 22, 2024
  
  
  
  Mr. *************************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** - ***************************
  
  Dear ******************:
  
  Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Ms. ******** Gamestop Gift Card.
  
  ****************** initially contacted our office disputing unauthorized charges totaling $429.60 made on her card account by the ********************** **** CLUB #***. We previously denied her dispute due to the transactions being card present transactions. A replacement card with the remaining account balance was issued to her. Please know that we take concerns from our cardholders very seriously. We have performed a second level review of the account and evidence provided and determined that the card is compromised. Funds in the amount of $429.60 have been credited to the card in Ms. ******** possession. We have notified her of this information via email 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 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
  *****************************
  ****************************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son purchased a Vanilla Gift Card for $125 from ********* on March 10, 2024. The card was issued by ****** Bank. There is only a partial bar code printed on the card, a second different card number printed on a plastic card overlay, and a third different number printed on the front of the card. I called Vanilla on Monday, March 11, 2024 and was given a case number. The card cannot be used. The money cant be refunded. I LOSE my heart dr this Friday if I cant pay. I need that money. I need my heart dr. I am 84. Ive had a heart attack. I find no usable number for ****** Bank or its president.

  

  Business response

  04/22/2024

  April 22, 2024
  
  
  
  Mr. *************************
  Better Business Bureau
  **************************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** - *******************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with ****************** s ************ Gift Card.
  
  We have reviewed the documentation provided by ****************** and we found that her card was inadvertently swapped by the merchant at the point of sale. As a result, ******************* was given an inactive card. We have resolved this concern and activated the card in her possession with an available balance of $125.00. Our records show she has successfully spent 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
  ****************************
  ****************************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a $50 gift card from my employer from VanillaGift.com. I have tried to activate it online without success. Today, I called customer ********************** and they told me there was a problem with my card and went on to ask me personal questions such as my birthdate, address, phone number, etc. This information would not have been part of the original purchase and could not be used in identifying me as the recipient. I was then asked to send a copy of the card along with a copy of the receipt for the card and my driver's license. Since it was given as a gift, I have no receipt. I have given them all of the personal information that I dare to give them. This is the black hole of prepaid cards. A scam to hold on to your money as long as they can. Do not purchase one for yourself or anyone else. You will have a hard time getting your money if you ever get it at all.After making a "case", I put the case number in their tracking system. Resolution date is August 27, 2024. I am sure my employer bought these in bulk for many employees. I am almost sure they had the same issues. I will be suggesting that this company never be used again for this type of "gift".

  

  Business response

  04/22/2024

  April 12, 2024
  
  
  
  Mr. *************************
  Better Business Bureau
  ********************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** -***************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. ******* ************ Gift Card.
  
  When a card is purchased, the point of sale triggers the activation of the card.Unfortunately, we are unable to find any evidence the card was ever given any value. As standard procedure, a case was raised, and documentation was requested so we could research the issue on March 13, 2024. To date, we do not have record of receiving the requested documents. Unless we receive documentation stating otherwise, it appears this card was never purchased.
  
  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. As evidence thereof and in good faith we have activated Ms. ******* card in hand for $50.00. We notified her of this information via email and hope she finds this to be an acceptable resolution.
  
  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
  ****************************
  ****************************************
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received 2 gift cards, 1. September of 2023 & 2 March 08, 2024. The 1st card was sitting in my valet unopened in the original package till 12/23, when we decided to use it-it was declined. I checked the balance & saw it was used in Target immediately after the purchase. I contacted the business and was promised a replacement card-3 months later I still have not received a replacement card.On March 08, 2024 my husband received another gift card ($280) and having the previous experience with ******* gift card, I immediately opened the package and checked the balance, it said $280. I changed the *** immediately to prevent any fraud. A few hours later I went to a supermarket and the attempted to use the card, it was declined. I tried to use it online this morning and its being declined.I contacted the customer ********************** again and was told that the card was compromised and a new replacement card will be issued for the $280. The representative was not able to provide me a confirmation or email me proof of the fact that a card is being issued to me, it was another verbal promise. The customer support is awful, they repeat a script of "sorry about the issue, I will resolve" and it was the answer to all my questions. He was placing me on hold repeatedly, unable to take down the address and eventually pretending to not hear me and hang up.I called again and spoke with a more sympathetic rep, who explained that the $100 card was not replaced because they need a picture of the card and receipt and state ID. I explained that its a gift and there is no receipt but send everything else-the email bounced back due to mailbox being full and to send again later. I sent again and it bounced again.Despicable company! **** should not be associated with this company.

  

  Business response

  04/18/2024

  April 18, 2024
  
  
  
  Mr. *************************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** ***************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. ********** ************ Gift Cards.
  
  Regarding the card ending in 4450,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. We are truly sorry for the delay in resolving this matter and appreciate it being brought to our attention as this is not our standard. The case has been finalized in favor of ********************** and a replacement card in the amount of $100.00 was issued to her on March 13, 2024. Our records show that the card was received and successfully activated.
  
  We have reviewed the card account ending in 8460 and found that on March 7, 2024, the card was placed on hold. We have measures in place for the safety and security of our cardholders funds, and due to unusual activity, we placed a hold on the account in order to protect the funds. Since this card was potentially compromised, a replacement card for $280.00 was issued when ********************** contacted us on March 9, 2024. Our records show that the card was received and the funds are being spent.
  
  Please know that all calls are recorded for quality assurance. We are reviewing Ms. ********** interactions with customer **********************, and if her calls were not handled with the appropriate level of care and accuracy, we will take corrective action to ensure better future results.
  
  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 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
  *****************************
  ****************************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vanilla gift card for ****** dollars on 11-29-23 from CVS gave as a birthday/Christmas gift to granddaughter When she tried to used it found out it had already been used. Filed a card dispute with InComm on12-15-23. They requested additional information on 12-20-23. Send information on 12-20-23. Received confirmation on 12-22-23 that they had received a completed dispute package and forward to the dispute resolution team. And process would take ***** days. March 21 will be 90 days. Call today to check on dispute and they claim that they never received the documents I sent and have confirmation of them receiving. I had to resend the documents again. This is very frustrating just trying to receive the money that I spent for this card. Please help expedite this if you can

  

  Business response

  04/17/2024

  April 17, 2024
  
  
  
  Ms. ***********************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Case No. ********- *******************
  
  To Whom It May *********************** 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 cards were fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. The case has been finalized in ************ favor and a replacement card in the amount of $100.00 was delivered on March 19, 2024.
  
  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
  ****************************
  ****************************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a $200.00 vanilla gift card, when I went to make a purchase it was declined. I checked the balance it said I had a balance of $200.00. Went to several different stores to see if it would work but nothing worked. Contacted customer ********************** and was informed that I would receive a expedited card, still haven't received anything. It really seems like they are scamming people and this company is committing fruad

  

  Business response

  04/18/2024

  April 11, 2024
  
  
  Ms. *************************
  Better Business Bureau
  **********************************************************************************************************************************
  
  Re: Better Business Bureau Case # ******** - *************************
  
  Dear ******************:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. ******* ************ Gift Card.
  
  **************** contacted our office on March 8, 2024, regarding her card being declined. We have measures in place for the safety and security of our cardholders funds, which is why the attempted transactions were declined. However, she should not experience any further declines with the merchant she attempted previously. A replacement card in the amount of $200.00 was issued to her at the time of the call. At this time, we are unsure why **************** has not received her replacement. A new replacement card is being expedited to her. An email was sent to ************** advising her of this information.
  
  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
  *******, ******* ***** ****************************************

*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. ↩