Complaints

This profile includes complaints for Virtual Incentives LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virtual Incentives LLC

  6 Depot Sq Cold Spring, NY 10516-3001

  
• 

  Virtual Incentives LLC

  PO Box 35 Cold Spring, NY 10516-0035

  

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:07/07/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Dear BBB,
  
  Thank you for forwarding the business's response.
  
  I completely disagree with their statement. I have never committed any fraud nor violated any terms. The cards were received legitimately, and I simply attempted to redeem them as instructed. No explanation or proof has been provided by the business to support the claim of "fraud."
  
  I respectfully request further investigation or a detailed explanation from the business regarding the alleged fraud, including any evidence they may have.
  
  Sincerely,  
  ***** ******
  ********* *** ********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 07/14/2025

  These cards have been blocked for fraud. 

  Business Response

  Date: 07/17/2025

  Thank you for the opportunity to respond to this complaint. We stand by our initial response.

   

   

• Initial Complaint

  Date:06/13/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  
   
  
  It appears I did not get to the email about a reply to my complaint until after 6 days but I do want to register my dissatisfaction with the response that was provided.  I understand that there is legal fine print protecting them in their response but quite frankly, it is a despicable and underhanded.  Stating that this is not a gift card but an incentive reward, when the product visually and by branding exactly matches a common market product, branded with the Visa logo (as prepaid gift cards are) does create a reasonably misleading scenario and hiding behind tiny print in a digital terms agreement for a digital card that I've never held in my hands to inspect is utter **, if within the letter of the law.  It is my opinion that I have been disingenuously misled about the incentive program for which I provided my personal time and data, and this company needs to answer to their own branding and marketing choices in that light.
  
   
  
   
  
   
  
  --
  ***** ********
  ********
  ***** ******* ***** ****** ****
  ******
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to your concern. The complainant received a $40 incentives for his participation in a research study with ********************** Virtual Incentives fulfill rewards on behalf of its clients, in this case ******* ********, in accordance with our client program rules. 

  The complainant's reward was sent on August 30, 2024 and the reward link was clicked that same day. When the reward was issued, the reward email contained certain disclosure terms, including that Virtual Incentives can be contacted for support at ******************************* Additionally, the complainant registered the reward. If they clicked on the reward link, they would have seen a "Need Help" button that provides them with our support contact email as well.

  The **** that the Complainant was issued was not a gift card but an incentive to participate in a study.  Rewards and incentives are not the same as giftcards and can be subject to limitations, such as expiration. The card terms along with the expiration date were clearly disclosed as part of the program terms. The complainant's card expired on February 28, 2025 and no attempts were made to use the card prior to expiration. Unfortunately, once a card expires, we are not authorized to issue replacements under the program terms. 

  We are sorry we cannot be of further assistance in this matter.

   

   

• Initial Complaint

  Date:04/01/2025

  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.

  Good Afternoon ,On March. 31st I remembered my cards were expiring at midnight so I called and confirmed I had an outstanding balance on all the cards. I was able to use one of my reward cards successfully, but when I attempted to use my other 3 Virtual Reward Cards all of them were denied, I tried getting a receipt but the Circle K machine would not print one out. I called the phone number to check the balance again it said my balance now was $0 for the 3 cards, I immediately tried to call the number to reach a support again but they had just closed so I sent them an email at 8:30 PM on the 31st. Today, I was told there is nothing they can do and I was SOL. I just got off the phone with support and she was very cold and rude and refused to transfer me to a supervisor. Also, before writing this I noticed others have experienced the same issue and ended up here filing a complaint in order to get a replacement card issued. I looked at the letter that i received when I got the gift card and it does not mention anything about the card expiring before midnight. I think this needs to be made more clear on the time because when I have a card that says good until 03/24 I assume the card is valid until midnight. Card information ******************* Balance ***** ******************* Balance 4.58 ******************* Balance 1.6 successful card number *******************

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to look into this matter. Cards expire according to UTC, which timing is disclosed in the card terms and conditions provided by the ************. However, after reviewing the specifics of this complaint, we have made a determination to issue a replacement card for the remaining funds.

  The complainant attempted to use the card shortly prior to the card expiring. However, the attempted charge exceeded the remaining funds so the card was declined at the merchant terminal. By the time the complainant called our support desk, the card had expired. This new card is not being issued because this complaint was filed, but rather due to the particular circumstances of this case. Our reward experience team members are not authorized to reissue expired cards. Such exceptions can only be approved through the legal department. We will speak to the Reward Experience Team member about the complainant's concerns regarding the way they communicated and will also discuss escalations upon request of the card recipient. 

  We are sorry that you were unhappy with your experience and hope that this addresses your concerns. Again, your new card will arrive within 10 business days. Please be sure to use the funds prior to the expiration date according to UTC time.

  Thank you.

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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.

  Better Business Bureau:
  
  That sounds good to me!
  
  Thank you!
  
  ***** *******
  
  
  
   
  
  

  Business Response

  Date: 01/31/2025

  Thank you for your patience as we looked into this matter. Virtual Incentives issues reward cards in accordance with bank and client requirements. Per the ************** rules, cards expire according to ***, a rule over which VI has no control.

  However, given that *** ******* attempted to use the card on the day of expiration and the *** expiration may not be obvious to Card users, we have authorized customer support to issue *** ******* a new card. Customer Support will be in touch with *** ******* shortly and again once the Reward is sent. 

  Again, thank you for your patience and we hope this addresses *** ********* concerns.

   

• Initial Complaint

  Date:01/02/2025

  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 did a test drive with **************** ****** to take advantage of the $50 reward card back in June. I filled out the proper paperwork and once done I was told it would take about 6-8 weeks to get my ecard. I never received it to my knowledge and with it being 6-8 weeks I did slightly forget about it. I recently realized it and went digging through my inbox and didn't find anything. I tried researching the company who would give the card and searching for their emails specifically and still found nothing. Called the dealership and they said everything was submitted properly on their end so I was a bit confused. I finally decided to check my SPAM inbox and thankfully it was there. It wasn't even sent out till 10/20 either so well past the 6-8 week ***** I clicked the link and it says that the reward link activation had expired. According to the email fine print it expires 30 days after submission and the card would've been issued in June so they sent me the link several weeks after it was even expired! I reached out and they told me that once it expires it can't be reauthorized. But they sent me the link to my spam folder AFTER it was clearly expired anyways. Calling the dealership they said they now inform everyone to check their spam folders and that numerous people have been having issues and that they are sending the card after it expires so it sounds like they just get to pocket the incentive from ****** instead of paying it out. I of course would like the $50 reward card I was supposed to get. Depending on the outcome of this I plan on doing a complaint against ****** as well for not honoring it's promotion and I'll let them know it's because they are partnering with a company who is hiding the cards so they can't be activated.

  Business Response

  Date: 01/02/2025

  Thank you for bringing this matter to our attention. Kindly send screen shots of the reward email making sure that the screenshot shows the date the reward was received in your email so that we can further investigate this.

  Thank you,

  ****** ******* ****