Complaints
This profile includes complaints for InComm Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,045 total complaints in the last 3 years.
- 694 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a $100 Vanilla Gift Card and successfully used $30, leaving a balance of $69.44. Without any notice or explanation, my card was suddenly blocked. When I attempted to use it, the transaction was declined and my card status showed it was blocked.
I called customer service to resolve this issue. The representative could not explain why my card was blocked but instructed me to email REMOVEDwith my card information. Following their instructions, I sent a detailed email on August 26th explaining my situation and requesting my card be unblocked. I never received any response - no acknowledgment, no case number, no timeline, and no explanation for the block.
After waiting several weeks without any reply, I called customer service again on November 27th 2025 I was informed that my case had been closed without any notification to me and without resolution. The representative told me I needed to email the same address again and start over.
This is unacceptable. My card was blocked without explanation, I followed their instructions to email for help but was completely ignored, and my case was closed without my knowledge. I have $69.44 of my own money that I cannot access. The company has provided no communication or customer service. I am requesting for my card to be unblocked immediately so I can access and use my remaining balance of $69.44.
Card number: REMOVED-REMOVED-REMOVED-REMOVED
Business Response
Date: 12/10/2025
We are writing in response to the concerns reported by REMOVEDregarding her Vanilla Visa Gift Card. We appreciate these matters being brought to our attention.
We have reviewed the card account and found that it was placed on hold because it was potentially compromised. This updated card status caused subsequent transactions to be declined. We sincerely apologize for any inconvenience this may have caused. When REMOVEDinitially contacted us, a case was opened, and as standard procedure documents were requested for this anonymous gift card. The requested documents were received and a replacement card for $69.01 was mailed via REMOVEDon December 2, 2025. We ask that REMOVEDplease allow 7-10 business days for the card to be received. We are truly sorry for the delay in resolving this matter as it is not our standard.
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.Initial Complaint
Date:11/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've used Zillions cards about 10 X since 2024 to purchase various things on REMOVED. The routine has worked until recently: Buy card with an REMOVEDlogo, enter the card into ZillionsGiftREMOVED, select the REMOVEDoption for your cart, then check out the card. It then sends a link to your email proclaiming that an gift card has arrived. Clicking this email link will provide the REMOVEDurl and a code to add the card value to your REMOVEDaccount. HOWEVER, this appears to no longer be possible. I've tried about 30 times since 1pm EST 11/26 for about 10 zift cards and I get this message: "We are unable to process your order
Thank you for placing your order. Unfortunately, we cannot process your order (Serial Number: ##########) for the following reason:
We are unable to verify the order information you provided."
I've tried this on 4 platforms and with vpn on and off.
I've called InComm about 8 times now since I needed to make a purchase. They are quick to answer as in the past. However, they don't seem to understand the situation. They always assure me that there is a feature to protect my security which doesn't make any sense. They then tell me to try 2 hour or 10 hours later. I've tried both intervals and it doesn't make a difference. Both new cards and initially rejected cards will not be accepted by REMOVED. They do not appears to be making any effort to understand the situation with this warning. I am losing the ability to hand out family gifts. Only one agent agreed to help with a refund case, but the process took about 25 minutes. I have 22 Zift Gard that are failing. I will close this claim when either the link to REMOVEDis fixed by 12/1/2025. After that, I will have to make the purchase without the cards and will insist on a full refund for all these cards that doesn't take more than 1 hour of work. I would like to do this by email or efax. I have complaints on REMOVED(4), REMOVEDand BBB's that I can remove. This is devastating to my family gift-giving plans.Business Response
Date: 12/12/2025
We are writing in response to the concern reported by REMOVED
regarding his Zift Zillions 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. When REMOVEDinitially contacted us on November 27, 2025,
a case was raised and as standard procedure, we requested documentation to aid
in our investigation. To date, the requested documents have not been provided.
Unless we receive documentation stating otherwise, it appears this card was
never purchased. Multiple emails have been sent to REMOVEDoutlining the
documents needed and once received, we will complete our review of this matter.
Please know that all calls are recorded for quality
assurance, and we are reviewing the handling of REMOVED’s interactions with
customer service. If his 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 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.Initial Complaint
Date:11/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested the information Incomm reviewed that resulted in declining my claim for unauthorized activity on a gift card I purchased and never received such information. Claim REMOVEDfor $24.68. They also closed the claim within minutes of providing them the receipts for purchasing the gift card which shows that that they nevere investigated the case.Business Response
Date: 12/10/2025
We
are writing in response to the concern reported by REMOVEDregarding their
Vanilla MasterCard Gift Card. We appreciate these matters being brought to our
attention.
After researching this inquiry, we found that REMOVED
REMOVEDfiled a REMOVEDcomplaint on November 3,
2025. We responded with the below:
REMOVEDopened a
case for their gift card issue via our cardholder website for an unauthorized
transaction of $24.68 made on their Gift Card by the merchant REMOVED.
After a thorough review of the account and evaluation of the evidence provided,
unfortunately we were unable to approve the case and a replacement card for the
remaining balance of $475.32 was issued to them. Please know that we take
concerns from our cardholders very seriously. We have performed a second level
review, and we are upholding our original denial and consider this matter
closed.
REMOVEDmentioned
in their complaint that they requested the information used to decision their
case, but it was not provided to them. Please know that there are no documents
to provide. We ask that they please refer to the cardholder agreement as it
relates to unauthorized transactions. Any problems or disputes they have
regarding a purchase should be addressed directly with the merchant.
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 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.Initial Complaint
Date:11/26/2025
Type: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.
Vanilla card was illegible at first opening. I reported the problem several times and they do not respond. After a few weeks they said problem on the claim had been resolved. I never received an email or a replacement card. I tried calling but they do not have a person to talk to, just referred me back to the same claim center on their website.Business Response
Date: 12/12/2025
We are writing
in response to the concerns reported by REMOVEDregarding her Gift card. We
appreciate these matters being brought to our attention.
REMOVEDopened
a case for her gift card issue via our cardholder website on October 29, 2025.
As standard procedure she was instructed to email documentation for us to
investigate this matter when the case was opened. Unfortunately, we do not have
record of receiving any documentation and the case was closed. An email was sent
to REMOVEDon December 11, 2025, outlining the documents needed for our
investigation. Once received we will complete our review of this matter.
We place a
great deal of importance on customer satisfaction and want to be sure our
customers have a positive experience with our product. Please call 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.Initial Complaint
Date:11/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Vanilla Visa Gift Card (last 4 digits: REMOVED) for $120 on November 18, 2025, at a REMOVEDstore in REMOVED, for my minor daughter to use during a 3-day school convention away from home. The card stayed in her possession at all times and there was no suspicious or unauthorized activity.
After her first successful purchase, every subsequent transaction was declined. When I contacted Vanilla Gift customer service, I was told the card was placed on hold due to a “suspected transaction,” even though no unauthorized activity occurred.
I asked for a supervisor or higher authority, but the representative refused to provide any phone number or escalation contact. I sent an urgent email and received no response at all.
The only solutions offered to me were:
A replacement card taking 5–7 business days, or
A refund taking 3–4 weeks.
This left my minor daughter stranded without money during her trip. I was forced to leave work and drive 4 hours round-trip to deliver emergency funds to her. This situation caused stress, inconvenience, travel expenses, and emotional hardship for both my daughter and me — all due to Vanilla Gift’s wrongful hold and failure to provide prompt support.Business Response
Date: 12/10/2025
We are writing in response to the concern reported by REMOVED
REMOVEDregarding their Vanilla Visa 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 the attempted transaction at the merchant REMOVEDdeclined,
because the card was potentially compromised. As a result, the card was placed
on hold to protect the funds causing subsequent transactions to be declined. We
sincerely apologize for any inconvenience this matter may have caused. When
REMOVEDcontacted us regarding this matter on November 24, 2025, we advised
them of this information and offered to issue a replacement card or a refund
check; however, they declined and ended the call. A refund for the card balance
of $111.22 is being expedited to REMOVEDvia REMOVED. We do ask that they
please allow 3-5 business days for receipt of the check.
We place a great deal of importance on customer
satisfaction and want to be sure 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.Customer Answer
Date: 12/11/2025
Complaint: REMOVED
I am rejecting this response because: The company’s response does not resolve my complaint and contains several inaccuracies. First, they state that the card was “potentially compromised,” but they have provided no evidence of any unauthorized transaction or activity. The card never left my minor daughter’s possession, and the only attempted transactions were legitimate purchases she tried to make during a school trip. Second, they claim that I “declined and ended the call.” This is misleading. I did not decline resolution; I declined waiting 5–7 business days for a replacement card or 3–4 weeks for a refund because my daughter required immediate access to money while out of town. Their proposed solutions were not reasonable under the circumstances. Third, they failed to mention that customer service refused to provide any escalation contact or supervisor, and they never responded to my email. This left me with no way to resolve the emergency. Fourth, their expedited refund of $111.22 does not compensate for the actual harm caused, including my four-hour round-trip drive to deliver money to my daughter, fuel expense, lost time, and the stress placed on a minor who was left without funds due to their system error.
Their response fails to address the actual impact of this issue, and it does not represent a satisfactory resolution.Sincerely,
REMOVEDInitial Complaint
Date:11/26/2025
Type: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.
On 11/20/2025 I returned an item in the amount of $17.99 to REMOVED. I made the purchase online using a REMOVEDGift Card issued by InComm Financial Services, Inc. It has been over a week and the return has not been credited to my gift card. I attempted to contact InComm. However, I have not been able to find a number where I could speak to a representative. I want my gift card to be credited $17.99. Thank you.Business Response
Date: 12/10/2025
We are writing
in response to the concerns REMOVEDreported regarding his REMOVED
Gift Card. We appreciate these matters being brought to our attention.
We have reviewed the card account and found that the
merchant REMOVEDissued a credit of $17.99 to the account on November 20,
2025. The transaction was finalized to the account on November 28, 2025, and
the funds became available at that time. Our records indicate REMOVEDhas
been spending the funds, leaving an available balance of $2.39. Please note
that our customer service telephone number is located on the back of the gift card.
We value our cardholders and want them to have a pleasant
experience with the product. Please call 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.Customer Answer
Date: 12/10/2025
Complaint: REMOVED
I am rejecting this response because: I did not receive the $17.99 as claimed by this company. If what they are saying is true then have them present evidence in the form of a statement indicating both the credit to my account and the purchases I allegedly made.
Sincerely,
REMOVEDBusiness Response
Date: 12/12/2025
We have
reviewed REMOVED’s response to our letter regarding his REMOVEDgift
card.
Per REMOVED.
REMOVED's request we sent him an email of his transaction history. He has our
direct contact information if he needs further assistance.
Please contact
us if you have any questions or we may be of further assistance in anyway.
Sincerely,
Complaints
Research Team
InComm
Financial Services, Inc.Customer Answer
Date: 12/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:11/25/2025
Type: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.
Me and my wife received a Visa vanilla gift card with $250 on it as a gift for our wedding. It was still in the package until the time we went to use it. When we went to use it in the store, we took it out of the package and there was only two cents on it. We looked online and saw that the card had been used on REMOVEDand then someone tried to withdraw $1000 on it. We contacted the customer support number on the back and after a while, they agreed to send us a new card. However, it’s been almost a month and we still haven’t received the new card.
The embarrassment that we faced in the store, was utterly terrible.Business Response
Date: 12/10/2025
We are writing
in response to the concerns reported by REMOVEDregarding her Gift card. We
appreciate these matters being brought to our attention. We attempted to
contact REMOVEDvia the email address and telephone number provided in her
complaint, regarding further necessary information needed to investigate the
issue with the card account.
We have not
received the necessary information from REMOVEDto investigate the issue. If she
will furnish the requested information, we will be glad to investigate and
resolve the issue. As always, we strive to ensure our customers have a good and
equitable experience with our products. Until we receive the requested
information to correct this issue, we consider this matter closed.
To properly and
promptly research this issue, we need a copy of the front and back of the card,
the card packaging or a copy of the purchase receipt. REMOVEDcan fax a copy
of the requested information to REMOVEDor respond to the email we sent.
Please call 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.Initial Complaint
Date:11/25/2025
Type: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.
11/24/25 husband purchased a gift card at REMOVED-REMOVEDfor $50. We could not see number on card as glue had stuck to face of card when opening. It was my anniversary gift for 38 years of marriage. REMOVEDrefused to give us a refund and I tried on-line to follow documents to get a refund but the website had no place to upload my information. We sent REMOVEDa synopsis but no documents. Very sad on our anniversary.Business Response
Date: 12/09/2025
We are writing in response to the concern reported by REMOVED. REMOVEDregarding his REMOVEDGift
Card. We appreciate these matters being brought to our attention.
Unfortunately, REMOVED. REMOVEDwas 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.
REMOVED. REMOVEDopened a case via our cardholder web on
November 25, 2025. The case was finalized in REMOVED. REMOVED’s
favor and a replacement card was issued to him on November 27, 2025. Upon
receipt of this complaint, we issued a check refund in lieu of the replacement
card at REMOVED. REMOVED’s request. Our records indicate that REMOVED. REMOVEDreceived
the refund on December 3, 2025.
We place a great deal of importance on customer
satisfaction and want to be sure 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.Customer Answer
Date: 12/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:11/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a vanilla gift card from REMOVEDon September 27 and added $100 to the card for a gift. My friend was unable to activate the gift card and inform me that the gift card is missing the last four digits and also the security code on the back of the card. She returned the card to me and I went back to REMOVEDfor assistance; however, they were not able to assist me. I tried several times to call customer service however; I was unable to speak to an agent. I proceeded with submitting a case (case #REMOVED) and provided my receipt and picture of the front and back of the card showing that my gift card was tampered with. After several days I receive a replacement card with only $49.36. I was very surprised as this card was never activated or used. I did a REMOVEDsearch and found another customer service number. I was super happy when I was able to speak to a live person. The customer service agent assist me with submitting another case (case # REMOVED) and reassured me that I would receive my money back. However, the dispute department did not approve my dispute stating that the card was present for all transactions amounting to $50.64. This is not correct as I have the tampered card in my possession and did not use the card as it was invalid. Today is 11/24/2025 and I am still trying to dispute these charges as they were not made by me and the customer service agent (REMOVED) who indicated that he need to reopen my case, he reopened case # REMOVED. I honestly did not make these purchases. It is really sad that I am mourning the lost of my love one and having to be going back and forth with vanilla gift via email and calls for transactions I did not make. This is really frustrating, I did a REMOVEDsearch and learn that so many people have encouraged this very same issue of purchasing tampered gift card. Your happy to resolve my issue and get my money will be truly appreciated.Business Response
Date: 12/08/2025
We are writing in response to the concern reported by REMOVEDregarding their Vanilla Visa Gift Card. We appreciate these matters being brought to our attention.
REMOVEDinitially contacted us on October 20, 2025, regarding unauthorized transactions on their Gift Card. A case was opened and as standard process, documents were requested to aid in our investigation. After a thorough review of the account and evaluation of the evidence provided, unfortunately, we were unable to approve the case. Please know that we take concerns from cardholders very seriously. We have performed a second level review and found that unfortunately,
REMOVEDwas a victim of a form of fraud known as package tampering. This means that their card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. The case has been finalized in REMOVED’s favor and a refund check for $106.95 has been expedited to them via REMOVEDtracking REMOVED. Our records show it was successfully delivered.We place a great deal of importance on customer satisfaction and want to be sure 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.Initial Complaint
Date:11/21/2025
Type: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.
Bought a Vanilla gift card that was damage, the numbers on the face of the card where illegible. I called for the numbers. Was told I had to wait 3 to five days. The card is supposed to be active once i buy it. They refused to provide the digits on the card so I could use it. I am requesting immediate refund witch they refused.Business Response
Date: 12/02/2025
We are writing in response to the
concerns REMOVED
REMOVEDreported regarding their Vanilla Visa Gift Card. We appreciate these
matters being brought to our attention.
Unfortunately,
REMOVEDwas a victim of a form of fraud known as package tampering.
This means that their card was fraudulently compromised prior to activation. Our
fraud team continues to investigate this issue. A case was opened for this matter
on November 21, 2025, and was resolved in their favor on November 25, 2025. A
refund check for $157.95 was expedited via REMOVEDtracking no. REMOVED
and our records show it was successfully delivered.
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 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.Customer Answer
Date: 12/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVED
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