Important information
- Customer Complaint:
BBB’s business profile for Visa was created in May 1995. A review of Visa complaints was completed in April 2025. BBB suggest consumers to review the links below for helpful information when purchasing gift cards.
https://www.incomm.com/contact-us/customer-service/
https://www.fscarddisclosures.com/InComm_Website_Terms_of_Use__General___July_2016_.pdf
https://usa.visa.com/support/consumer/gift-card-balance.html
https://balance.vanillagift.com/
Complaints
This profile includes complaints for Visa Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 448 total complaints in the last 3 years.
- 124 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:03/26/2024
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 Visa Vanilla gift card for $50 plus a $5.95 fee and sent it to my cousin. When she went to use it, the balance was zero. I reported the problem to Visa gift card at the number on the back of the card and online. I sent them copies of my receipt. First they said they would send a replacement card in 30 days. They didn't. I called them again & this time they said it would take ***** days from the date of the complaint to resolve the issue. It has been over 90 days. I called them again & they said they will escalate it and this will take a few days. It does not appear that that they plan to refund or resolve the issue in any way. It seems their tactic is to wear me out so that I will give up. The phone number on the card is ************ and the site is VanillaGift.com.
Business Response
Date: 03/27/2024
Dear Sir/Madam *************** Please see our response to ************************************* complaint.
Thank you,**************
Visa Executive InquiriesInitial Complaint
Date:03/26/2024
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.
Visa cancelled my credit card due to suspected fraudulent activity. I called to see what the problem only to find out that they could not tell me what the problem was over the phone. I asked to speak with a supervisor to determine what the problem was only to find out that they would not tell me and asked that I contact ************ When I did, I got more run around and they would not specify what the problem was. I asked to review the recent charges and they denied my request. I am filing a complaint over the fact that no one would tell me what the suspected issue was and therefore could not determine what the issue was and without this information could not resolve any issue. I then spoke to a supervisor who was equally uncooperative and asked me to send copies of my credit card and drivers license. When I refused to send this information them basically the ended the conversation with me and refused to discuss the issue. I am filing this complain about their lack of cooperation and transparency as to what the problem was and the insecure action they asked me to preform by sending copies of my documents to them when they at least had the credit card information on file. I have been a customer of this company for over thirty years and the manner in which they handled my request was unsatisfactory and unprofessional.Business Response
Date: 03/27/2024
Dear Sir/Madam
Please see our response to ************************* complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
Date:03/25/2024
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.
No matter who I call nobody can help me get my refund!! They just say it's not there job and redirected me to someone else. They laugh in my face when I get frustrated and they are literally making no effect to fix anything and always know my personal info before I ever give it over the phoneBusiness Response
Date: 03/26/2024
Dear ***/***** -
Please see our response to ************************* complaint.
Thank you,
************
Visa Executive InquiriesInitial Complaint
Date:03/24/2024
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.
Since January 13 or 18 I believe I have purchased a gift card for $100 the same day I got it I tried to use it in my Apple Pay but it wasnt letting me I called all day long off and on because the card was not working. It got to a point where someone used it at Hollister I dont know how it wasnt me. They did the investigation. The investigation took two weeks after they came to their decision they refunded me the hundred dollars back and noticed that I did not purchase the stuff in Hollister. They told me they were going to send me a check in two weeks and its March 25 and I still havent received a check I every time I call I get the same answer to the point where they sound like robot I have not received my refund yet And its very frustrating as a customer. This was a gift and this gift turned into a nightmare trying to get my refund back. I dont understand why I have to wait for a check when I did it. Email a virtual gift card.Business Response
Date: 03/25/2024
Dear Sir/***** ********************* see our response to *****'s complaint.
Thank you,
****************
Visa Executive InquiriesInitial Complaint
Date:03/23/2024
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.
Recently I bought 2 Vanilla Visa E-GIFT CARDS for $50 each. I spent $25 fine on one of them before both being put "on hold" and no matter what I do nothing is working. I've called them a couple of times to no luck. Each time they read off a script and say that there is nothing they can do to help me, especially when they can easily take it off hold. When I open my second E GIFT CARD nothing even happens, it says that there is a system error and tells me to try again later. This has gone on since February. This is an embarrassing company. I just want my $75 dollars back.Business Response
Date: 03/24/2024
Dear Sir/**********;
Please see our response to ***********'s complaint.
Thank you,
Mich I.
Visa Executive InquiriesCustomer Answer
Date: 03/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I will be reaching out to Incomm, thank you very much.
Sincerely,
***********Initial Complaint
Date:03/23/2024
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 ***** received a $50 Visa gift card for Christmas December of ****************************************************************************************************************** so I did immediately after the call they confirmed they received it and then I never heard anything from them. After a month I called them and they said they never received anything so they closed my case, I resent them the same email that I had originally sent to show that I had sent that to him they assured me that they would be able to send me a new gift card. Today I received the gift card with zero balance on it, I called again and they told me that they would highlight the case in yellow and give it to the team and that I would have to call back in 48 hours to see what the team decided to do. Today is March 23rd and the gift card situation has not been resolved it's completely ridiculous that this amount of time and effort on my part has been spent trying to get a gift card for $50.Business Response
Date: 03/24/2024
Dear Sir/**********;
Please see our response to *********************************** complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
Date:03/23/2024
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.
This complaint involves a $100 Visa Vanilla gift card that I received from my parents in law for Christmas, in spite of me telling them not to purchase these cards again due to problems with them in the past. I had a car repair done on 2/12/24 and attempted to use and apply the $100 gift card toward the balance of repair and card was declined. I assumed it was because I had not activated the card, which I was not aware I had to do. I attempted to activate the card and it would not allow me to do so. I contacted the number on the back of the card on 3/2/24 and spoke to a *****, who opened a case and told me to email a copy of card front and back, send proof of residence and receipt. I told him my in laws no longer have the receipt. I sent on a copy of the e card, proof of residence and my in laws names and contact# on 2/11/24. I still have not heard back. I was under the impression that the card should have been activated prior to use and I would have done so had I known it prior. The case # with Visa Vanilla is ********. Please help me get a resolution with this business- this is a terrible company to deal with.Business Response
Date: 03/24/2024
Dear Sir/**********;
Please see our response to *************************** complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
Date:03/22/2024
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 $250 vanilla gift card for my sister back in December 2023, it was a Christmas gift that she has had in her possession the whole time. She tried to use it and noticed the balance was $0 she check the online bank statement for that card and noticed all $250 was used at a target. We called vanilla hopping they could help us but they basically said this has been happening and we cannot help. Only thing you can do is file a case and tbh you probably wont get your money back anyways either someone is this coming is stealing from them or the company is stealing from their customers. The target the person used the card was somewhere in ********** ****** ******** 09/01/2024 9:12am In case this company decides to investigate further. Ill probably be getting a lawyer to talk to the vanilla company very soon.Business Response
Date: 03/23/2024
Dear Sir/*****,
Please see our response to ********************* complaint.
Thank you,
Mich I.
Visa Executive InquiriesInitial Complaint
Date:03/21/2024
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 gift card from ******** but I have been unable to use the funds. I have tried to call or get a refund on the Vanilla card website, but I have not had any luck reaching anyone. I would like a refund, as I am unable to use the money.Business Response
Date: 03/22/2024
Dear Sir/Madam *************** Please see our response to ************************* complaint.
Thank you,
**************
Visa Executive InquiriesInitial Complaint
Date:03/20/2024
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 ordered 2 walking canes from ************ (or) ************ I forget ** name. But 3 days later I recieved a call saying my card declined from the 1st # then the 2nd # called and said same thing and asked if I had another card I wanted to use and I hung up on them because I had ***** on my card and they sounded like a scam the total of canes would have been $32.00 I then called VISA debit ************ and asked my balance they wanted ** name I said i did not have it but I had their number and they said something about $11.00 but i **uld not understand her but she would not give me my balance and she the Visa ** blocked me from calling them on my card because I swore at her. I have ***** I am losing from them.Business Response
Date: 03/20/2024
Dear Sir/Madam,
Please see our response to *********************** complaint.
Thank you,
Mich I.
Visa Executive Inquiries
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