Complaints

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

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• 

  InComm Financial Services

  250 Williams St NW STE M100 Atlanta, GA 30303-1032

  
• 

  InComm Financial Services

  15276 E 14 Mile Rd Fraser, MI 48026

• 

  InComm Financial Services

  100 - 2050 Derry Rd W Mississauga, ON L5N 0B9

• 

  InComm Financial Services

  7025 Langer Dr Mississauga, ON L5N 0E8

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:03/26/2025

  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 MasterCard gift card with a $50 balance as a birthday gift on ************ (purchased that day). I had a trip planned that night, so I left the card at home and decided I would activate it and potentially spend it the following day when I got home (3/15). However, when I got home on Saturday and attempted to activate the card, it was already activated and had a balance of about $3 on it. I was given this card in the original packaging, so I was shocked to see that most of the card had been spent. I thought it would be no problem to dispute the charges on the website and get the funds back as this was obviously fraud. On 3/18, I received an email that my dispute had been denied. I figured the team just needed more information to understand that this was fraudulent activity and of course, upon explanation, I would be returned my funds. This was not the case. I was not asked for any information (but I provided the information included in this email anyway) and was just told that the claim was denied, there was nothing that could be done on their end, and I will be receiving a new card in the mail with the $3 that is left on the card. Who knows if this $3 is even still on the card - I am now unable to check my balance or any prior charges on the website. I was also told to reach out to the vendor to get to the bottom of this. Not only is this not my job, I am currently unable to see where the card was spent and what it was spent on (but from memory, I know it was spent at ***** and at one other location). I was then told to escalate my claim with **************************************** I did so that same day, 3/18. Obviously, I have received no response from them. When calling the number on the back of the card to let them know I have not yet received a response, they told me to keep emailing and that there was no phone number I could escalate this to. The level of professionalism associated with this company is nonexistent.

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  ****************************************************************************************
  **********************
  
  Re: Case No. ******** - ****** ******
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. ****** regarding her MasterCard Gift Card. We appreciate these matters being brought to our attention.
  
  Ms. ****** initiated a case via our cardholder website on March 15, 2025, for unauthorized transactions on her Gift Card. After a thorough review of the account,unfortunately, we were unable to approve the case. Please know that we take concerns from our cardholders very seriously. We have performed a second level review of the account, and we are upholding our original denial. Please refer to the cardholder agreement as it relates to unauthorized transactions. Any problems or disputes regarding a purchase should be addressed directly with the merchant. We consider this matter closed and we communicated this information to Ms. ****** 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. 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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/24/2025

  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 have a gift card valued at $500, and have never used. It does not work, and I can understand customer ********************** operator. I am trying to rectify

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  ****************************************************************************************
  **********************
  
  Re: Case No. ******** - **** ***********
  
  Dear Mr. ****************** are writing in response to the concern reported by Mr. *********** regarding his ************ Gift Card.We appreciate these matters being brought to our attention.
  
  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 that this card was ever given any value. As standard procedure we requested documentation from Mr. *********** so we could research the issue.Documentation was received; however, the purchase receipt that was provided was for a different card product. In order for us to proceed with our investigation, we need the receipt or electronic journal for the card in question. Until we receive the requested document, we consider this matter closed.
  
  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 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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/22/2025

  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.

  Purchased Vanillagift Card on February 24th 2025 for $290.00. Attempted to use card at *********** that day. Card was declined - called Vanillagift phone # on back of card to resolve issue. Was told that the card had been compromised and was no longer useable. Was told that replacement card would be mailed to me that day and should be received within 7 to 10 business days. Card never received. Called back to inform that it must be lost and was told another card was to be sent Fed-ex that day and would be received by March 21st at the latest. Card never received. Called them once again to get tracking # on Fed-ex. Was told no tracking # available. Tried to speak to Manager and was told none available but to give them my # and they would have one call me. No phone call was received. I am at a place where I need help recovering my money. The company is obviously scamming customers. i would like to have this complaint filed in hopes of sparing someone else from losing their money.

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  **************************************************************************************
  **********************
  
  Re: Better Business Bureau Case # ******** - ********* ****
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. **** regarding her ************ Gift Card. We appreciate these matters being brought to our attention.
  
  Please know that our top priority is protecting our cardholders funds. We have reviewed the card account in question and found that on February 24, 2025, the card was placed on hold due to unusual activity in order to protect the funds. On February 28, 2025, a replacement card was shipped to the address provided to *****. **** contacted us on March 14, 2025, and advised us that the replacement was not received and a second replacement card was expedited via ***** to the same address. Please note, both cards have been returned to us as undeliverable. We have expedited a new replacement card via ***** to the address provided in the complaint and we communicated this information to Ms.****.
  
  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. We sincerely apologize for any inconvenience this matter may have 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
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/21/2025

  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.

  My son received a $250 prepaid Mastercard as a gift. Once he decided what he wanted, I activated the card. About 30 minutes later I sat down to purchase and it declined over and over again. Logged back in and saw unknown fraud charges. Once they went from ******* to complete, I disputed them. I have tried to call for an update and it seems I cant and the single email I received said they have months to complete the investigation. It is quite apparent these are fraudulently charged. Even my older child was able to collect an IP address in minutes that traces to out of the country. I expect the funds returned and ability to use the card asap

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  ****************************************************************************************
  **********************
  
  Re: Case No. ******** - ****** ******
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. ****** regarding her MasterCard Gift Card. We appreciate these matters being brought to our attention.
  
  Ms. ****** opened a dispute case via our cardholder website on March 6, 2025, for multiple unauthorized transactions totaling $238.00 on her Gift Card. Please know that we take concerns from cardholders very seriously. After a thorough review of the account and evaluation of the evidence provided, unfortunately we are unable to approve her dispute. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed charge.With the denial of this dispute, we consider this matter closed. We communicated this information to Ms. ****** via email.
  
  Please know that MasterCard regulates the timeframes for chargeback handling and dispute resolution. While we make every effort to resolve disputes as quickly as possible, it may take up to a maximum of ninety days for final resolution.Additionally, please note that on the back of the gift card you will find our website address and customer care ********************** number. We encourage our customers to always use the website address and phone number as shown on the gift card when checking the balance.
  
  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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23100686
  
  I am rejecting this response because:
  
  It is obviously fraudulent purchases made to a company that is known to help launder these prepaid gift cards.  If this happened with my actual debit card or credit card, I would have been immediately credited back the money.  It seems like an inherent short coming of prepaid MC to even allow these transactions to be approved out of the gate.  What a complete waste of $250.  Other consumers:  DO NOT BUY THESE!   Cash or checks seem to be the only safe gift.  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising 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 am writing to formally file a complaint against ************ regarding an issue with a $200 ************ gift card that I purchased from ******* on November 28, 2024. The card was received without any value, and I believe it may have already been compromised at the time of purchase.Details of the Issue:Initial Purchase: I purchased the $200 ************ gift card from ******* on November 28, 2024. Upon activation, I discovered the card had no value at all.First Report: I immediately called ************ customer ********************** to report the issue, but after my initial contact, I heard nothing further from them.Follow-Up (Feb 27, 2025): I called again on February 27, 2025, and was told by a ************ representative that they had credited the money back to the same card. However, I found that the card still had no value and could not be used.Discovery of Compromise: Later the same day, from ************ website and discovered that the card had indeed been compromised. I saw a list of pending transactions that I did not authorize or initiate.Second Report: I immediately contacted ************ customer care again, asking them to stop the unauthorized transactions. However, the agent told me that there was nothing they could do and advised me to file a formal dispute. I followed their instructions and submitted a dispute.Dispute Denial: Despite providing all relevant evidence of fraud and compromise, my dispute was ultimately rejected without proper consideration. ************ has refused to approve my dispute, and I am left without ************* Concerns:It is clear that ************ is engaging in unfair business practices by selling compromised or empty gift cards, leading to long delays and unresolved issues for consumers. I am requesting that BBB intervene in this matter and help facilitate a resolution, including a refund or proper investigation into the fraudulent transactions.

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  
  
  Ms. ***** ****
  Better Business Bureau
  ************************************ ****. Ste. 201
  ***************
  
  Re: Case no. ******** - ****** ***
  
  Dear Ms. *************** are writing in response to the concern reported by Mr. *** regarding his ************ Gift Card. We appreciate these matters being brought to our attention.
  
  Mr. *** contacted us on February 27, 2025, regarding unauthorized transactions on his Gift ******* the time of the call, the transactions were already approved; however, they were pending settlement. We placed the cards on hold to protect the remaining funds and advised Mr. *** to call back if the charges settle so that we could file a dispute on his behalf.  A dispute was opened on March 10, 2025. After a thorough review of Mr. **** account and evaluation of the evidence provided, unfortunately we were unable to approve his dispute.
  
  When checking your balance online, please type in the *** from the back or front of your Gift card. You can also call the number on the back of the card for a balance inquiry.
  
  Please know that we take concerns from cardholders very seriously. We have performed a second level review, and unfortunately, we are upholding the original denial. Our initial decision remains unchanged, and we consider this matter closed.
  
  Mr. *** did have a previous case that was resolved in his favor. He purchased a Gift card on November 28, 2024. When a card is purchased, the point of sale triggers the activation of the card. Unfortunately, he was a victim of a form of fraud and the card that was in his possession was never activated. To resolve, we activated and funded the card in his possession on February 8, 2025.
  
  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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/21/2025

  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 recd a $50 Vanilla gift card ****** awhile back, and I have tried using the card a few times recently and it keeps rejecting. I checked the balance, and it says $50 is available. The customer ********************** is not helpful in resolving my issue. They keep telling me to try it again, it's embarrassing at this point since it keeps rejecting. I just want my $50 from these scammers! There are numerous complaints about this fraudulent company. The card has an expiration of July 2028 so it's not expired. I genuinely believe this company is deceptive and keeps the funds from these gift cards.

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  ****************************************************************************************
  **********************
  
  Re: Case No. ******** - **** *******
  
  Dear Mr. ****************** are writing in response to the concern reported by Mr. ******* regarding his ************ Gift Card. We appreciate these matters being brought to our attention.
  
  We have reviewed the card account and found that several of the attempted transactions were declined due to insufficient funds since the amount charged was greater than the available balance. Additionally, attempts with ****** and Jersey Mikes were initially approved; however, the preauthorization request was reversed as the transaction could not be completed.  This could be due to a malfunction at the *** or the request timing out. We sincerely apologize for any inconvenience this may have caused. On March *******, Mr. ******* contacted us, and a replacement card was issued to him. Our records indicate that the card was delivered, and the funds have since been depleted.
  
  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 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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/21/2025

  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 in the amount of $100 for Christmas. It's a **** *************** gift card which is falsely advertised as being accepted anywhere that accepts ****. Attempts to call the number provided on the back of the card have been useless, and it is IMPOSSIBLE to speak to an actual human on the phone. They also had the nerve to implement a $6.95 purchase fee on top of the $100 value knowing full well that this card is useless EVERYWHERE! Everything about this company screams scam, and I hope they are taken to task for selling these useless cards knowingly. Any recourse would be helpful. Thank you!

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  **************************************************************************************
  **********************
  
  Re: Better Business Bureau Case # ******** - ******** *******
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. ******* regarding her **** Gift Card.We appreciate these matters being brought to our attention.
  
  We have reviewed the card account in question and found that there were no declined transactions prior to the receipt of this complaint. We found several attempts to add the card to an E-Wallet which were unsuccessful since this card product is not enabled with that feature. Our records show that Ms. ******* has successfully been spending the funds and has a remaining balance of $19.06.

  We truly value our cardholders and want them to have a pleasant experience with the 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, ******************* Box 826
  ****************************
  ******************************************************************

• Initial Complaint

  Date:03/19/2025

  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 gift card of $50.00. I have activated the card and checked the balance (which remains at $50.00) multiple times. I have attempted to use the card many times at different stores (*******, ******, *******, etc) and it will not go through. This was a gift from my grandmother and the amount of $50.00 was taken from her account when she purchased it. I have no way to use the money that was put towards this card because the card does not process. I followed all processing guidelines online per their website. Used the correct billing address, activated a pin number, etc. Nothing works.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  ****************************************************************************************
  **********************
  
  Re: Case No. ******** - ******** ****
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. **** regarding her Gift Card. We appreciate these matters being brought to our attention.
  
  We are unable to locate the anonymous Gift card account in question. We have attempted to contact Ms. **** for the card information but have been unsuccessful. If she will reply to the email sent to her on March 25, 2025, or reach out to us via the e-mail address below, we will be more than happy to investigate this matter further.
  
  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, Inc.
  Post Office Box 826
  *****************************
  ******************************************************************

• Initial Complaint

  Date:03/15/2025

  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.

  Business Name: InComm Payments / Vanilla Prepaid Purchased two Vanilla Prepaid gift card packs (totaling $150) on December 21, 2024 Cards show as "Not Activated" despite having activation receipts.Provided all requested documents (photos of cards, activation slips, store transaction record) on January 7, 2025, Feb 14th and March 2, ******* response or resolution despite multiple follow-ups Requesting full reimbursement or proper activation of the cards.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  **************************************************************************************
  **********************
  
  Re: Better Business Bureau Case # ******** - **** *******
  
  Dear Mr. ****************** are writing in response to the concern reported by Mr. ******* regarding his ************ Gift Cards. We appreciate these matters being brought to our attention.
  
  When a card is purchased, the point of sale triggers the activation of the card. There were no attempts made to activate these cards. Unfortunately, we are unable to locate any evidence that the cards were ever given any value. When Mr. ******* contacted our office, a case was opened. As standard procedure, we requested documentation to aid in our investigation and the documentation was received.The case was finalized in his favor and replacement cards totaling $150.00 were expedited via ****** Our records show the cards were received and Mr. ******* has been successful in spending the funds. We are truly sorry for the delay in resolving this matter as it is not our standard.
  
  We 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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************

  Customer Answer

  Date: 04/10/2025

   
  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

  Date:03/13/2025

  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 filed a complaint immediately to get reimbursement when I went online and noticed the same transaction for ****** was placed MULTIPLE TIMES (at least 50) most still in pending status, I received a reply that they could not cancel pending status and I could call back and request a dispute and IT WOULD BE SOLVED IN MY FAVOR AND MY FUNDS RETURNED. After many phone calls, the dispute was finally stated, and I get a standard reply stating my dispute was denied, I requested the reasoning why and guess what no reply. Looking at reviews, this seems like fraud from the company I will never purchase a card from INCOMM again.I will escalate this issue to the media as this is unfair, these funds were being saved for my vacation. I was promised a FULL refund would be issued to me. If you see the list of transactions it is evident that is fraud I expect a refund for the full amount of the funds that were stolen and want a refund in the form of a cheque.Ticket Number ********

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  
  Mr. ***** *******
  Better Business Bureau
  **************************************************************************************
  **********************
  
  Re: Better Business Bureau Case # ******** - ******* **********
  
  Dear Mr. ****************** are writing in response to the concern reported by Ms. ********** regarding her ************ Gift Card. We appreciate these matters being brought to our attention.
  
  Ms. ********** initially contacted us on January 8, 2025, to report unauthorized transactions in the amount of $179.58 made to her card by the merchant GOOGLE*ALLO GROUP VOI. Since the transactions were pending, we advised her to call us back once they settled to the account so a dispute could be opened. The transactions settled to the account and a dispute case was opened on January 13, 2025. After a thorough review of the account and evaluation of the evidence provided, we were unable to approve the dispute, and it was denied on March 5, 2025.
  
  Please know that we take concerns from cardholders very seriously. We have performed a second level review, and we are upholding the original denial. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed charges. Our initial decision remains unchanged,and we consider this matter closed. We communicated this information to Ms. ********** via email.
  
  Ms. ********** mentioned in her complaint that when she initially contacted us to report the unauthorized transactions, she was advised the dispute would be resolved in her favor and the funds returned. Please know that all calls are recorded for quality assurance. We have reviewed Ms. *********** interactions with customer ********************** and found she was not given any assurances regarding the dispute outcome or a refund.
  
  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 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, Inc.
  Post Office Box 826
  ****************************
  ******************************************************************