Business ProfileforVisa Inc.

I received a gift card, Visa Vanilla Gift Card, as a gift for $180.00 in May 2024. In the beginning of June 2024, when I opened the card to use it some of the numbers of the card were scratched off so I could not activate or use card. The packaging had not been previously opened or altered. I state this because I am aware of scams where people take the card number prior to it being loaded and wait for it to be loaded with money and they use it before the recipient does. This is not one of those cases. It appears it came from Visa like this. I contacted their customer service number. They asked for some identifying card information from me and I provided it. They confirmed the card had $180.00 loaded onto it. They apologized for the damaged card. They took down all my information including email and home address. They told me they issued a new card and were mailing it to my home. The card would be there in 3-5 business days. They provided me with this case ID: ********. They sent me an email confirming the replacement card had been sent. After approximately 2 weeks, I had not receive the card. I contacted them again. The employee I spoke with told me he could not provide me with any information and he was going to have a supervisor speak to me about the issue, which seemed odd because I was just asking if the card had been delayed or delivered to the wrong address. The supervisor told me it could take up to a month to receive the card and to wait. After still not receiving the card I contacted them a third time only to be given no information and hung up on. I have been nothing but patient and nice with employees every time Ive called. Im not sure if the line got disconnected or is the employee truly hung up on me the last time I called. It appears that someone inside this company did this and instead of reissuing me and sending me the gift card they just stole the money and used it themselves. The entire experience has been very odd.