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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid vanillagiftcard.com $506.95 for a $500 virtual gift card. The card has a balance of $70.81 which is not accessible to the user. The card was placed on hold and customer support does not exist to address the situation. Phone numbers given are a scam and the site does not work correctly to dispute the issue. The user is out the funds and has no recourse. The receipt says "Vanilla **** Gift Card is issued by TBBK Card Services, ***** Pathward, N.A. or ****** Bank" which is why I am filing this complaint to ****** Bank.
Business response
08/29/2024
August 29, 2024
Mr. ***************************************************
****************************************************************************************
**********************
Re: Better Business Bureau Case # ******** *************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with **************************** **** Virtual Gift Card.
We have reviewed the account in question and found that on July 22, 2024, the card was placed on hold. We have measures in place for the safety and security of our cardholders funds, and due to unusual activity, we placed a hold on the account in order to protect the funds. Due to the status of the card, the attempted transactions were declined,and the account was not accessible via our website. Per ******************** request,a refund check in the amount of $70.81 is being issued via ***** We ask that she please allow 7-10 business days for receipt of the check and we have notified her of this information 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. 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, ****
Post Office Box 826
*****************************
****************************************Initial Complaint
08/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
on august 18th 2024, I purchased a gift card in the amount of $500, from ********* located at **************************, gifr card is ****************. I paid the cashier in cash, the cashier told me that the scanner was not working to scan the gift card and that he they had to go to the back to scan the card, the cashier came back to the front with my card and said that they scanned it in the back and that the card was ready for use, the cashier then notified me that they have run out of paper and can't provid me a receipt, I thought that this was odd. I tried to use the card and was declined, I went back the next day and was told by another cashier that sometimes people come in and switch the gift cards and that I will have to take this up with the gift card company, I am out of $500 and have a gifr card that is useless. I need a new card with my available balance of $500 back on the card. this was for me to put towards my rent. my address is ***************************************. I am already 15 days behind on rent and now I'm out of $500.00Business response
08/29/2024
August 28, 2024
***********************
Better Business Bureau
********************************************************** Blvd. Ste.201
***************
Re: Better Business Bureau Case # ******** - ***********************
Dear ************:
Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Ms. ***** ************ Gift Card.
Please know that he we have not heard from ************ prior to receipt of this complaint. A case has been opened on her behalf. We take concerns from our cardholders very seriously. After a thorough review of the accounts and evaluation of the evidence provided, unfortunately we are unable to approve the case.
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, ****
Post Office Box 826
*****************************
****************************************Initial Complaint
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have 2 ************ gift cards, and I cannot use them at any brick and mortar store I go to. They claim this is due to "fraud" prevention. I have online access to both cards, but can't spend the value anywhere. I have $550 worth of cash in the cards.Business response
08/23/2024
August 21, 2024
Mr. *************************
Better Business Bureau
****************************************************************************************
**********************
Re: Better Business Bureau Case # ******** *************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with ****************** ************ Gift Cards.
We have measures in place for the safety and security of our cardholders funds, which is why the attempted transactions were declined. As requested, a refund check in the amount of $550.00 is being expedited via ***** and we have notified **************** of this information 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. 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, ****
Post Office Box 826
*****************************
****************************************Customer response
08/23/2024
Complaint: 22156371
I am rejecting this response because: I have not received an email confirmation of a ***** check. This report has not led to any credible action that I have observed. I have contacted the company via their original email to them to follow up on the status of this check. My email is ************************** I would like a confirmation of the ***** tracking number sent to this email.
Sincerely,
*************************Business response
08/30/2024
August 30, 2024
Mr.*************************
Better Business Bureau
****************************************************************************************
*********************
Re:Better Business Bureau Case # ******** *************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed ***************** response to our letter.
Our records show that ****************** refund check was successfully delivered on August 29, 2024 via ***** tracking number 4117 2989 7928.
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 Payments
Post Office Box 826
****************************
****************************************Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a Vanilla gift card from my family member and the card does not work. It keeps on saying decline at every place i try. The balance on Vanilla websites shows the full amount but is declining with no reason giving.Business response
08/20/2024
August 20, 2024
Mr.*************************
Better Business Bureau
****************************************************************************************
*********************
Re:Better Business Bureau Case # ******** *******************
Dear ******************:
Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with ************************ **** Gift Card.
We have measures in place for the safety and security of our cardholders funds,which is why the attempted transactions were declined. As requested, a refund in the amount of $100.00 is being expedited via ***** and we have notified *************** of this information 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. 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, ****
Post Office Box 826
****************************
****************************************Initial Complaint
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 14th at my local ******* in ********** ** I purchased a ************ Card for the amount of $500. Immediately after trying to do online transaction that wouldnt go through they put my account on hold and I cant purchase anything or do anything. I just have $500 on a plastic debit gift card that cannot be used.After calling numerous times they all say the same thing and that is to try another merchant or use in-store. Even after saying Ive tried in store which I have and other online merchants.After two calls trying to get through the Automated answering machine on their end (Vanilla Gift **************) says that my cannot provide service to my number. I called off a different number and it gets answered.Not only is my card frozen for no apparent reason with funds I cant even use, after trying to seek help the company/a individual blocks my number from the calling list.I try to request replacement cards and still nothing they say to try another merchant or do a in-store transaction when I say this to them they ether hang-up or try to tell me to keep trying. They dont have any clear solution whatsoever In all honesty I rather them just send me a check in the mail to my address for my money back because this is honestly ridiculous. Even after waiting the 24 hours as stated on the back of the card package my purchases are still declined. Ive also instead of using the full amount I left 20% for gratuity charges (I.e Instead of spending $500 I would spend $400) same outcome its declined.I have no fraudulent charges these were all mine trying to buy something that I wanted and ************ locks the card and doesnt help out whatsoever.Just to speak with a real person over the phone you have to go about through 7-9 different sections. They have no clear Speak with a live agent or anything along those lines. If I could get my money back via check that would be the best possible thing.Business response
08/21/2024
August 21, 2024
Mr. *************************
Better Business Bureau
****************************************************************************************
**********************
Re: Better Business Bureau Case # ********-*********************************
Dear ******************:
Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with ********************** **** Gift Card. Thank you for making us aware of the issue.
After researching this inquiry, we found that ************** filed a complaint with the Consumer Financial ***************** on August 15, 2024. We responded with the below:
We have measures in place for the safety and security of our cardholders funds, which is why the attempted transactions were declined. Additionally, the card was placed on hold on August 15, 2024, due to unusual activity. Because this card was potentially compromised, a refund check in the amount of $500.00 is being expedited via ***** and we have notified ************** of this information via email.
Please know that all calls are recorded for quality assurance. We are reviewing ************** interactions with customer **********************, and 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 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, ****
Post Office Box 826
*****************************
****************************************Initial Complaint
08/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ordered a gift card through this website and it does not work anywhere. I have called customer ********************** numerous times and they say they cant help me and wont point me in the right direction.Business response
09/03/2024
September 3, 2024
Mr.*************************
Better Business Bureau
*****************************************************************************************************************
Re:Better Business Bureau Case # ******** - *****************************
Dear ******************:
Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Ms. ******** ************ Virtual Gift Card.
We have measures in place for the safety and security of our cardholders funds,which is why the attempted transactions were declined. As requested, a refund in the amount of $306.95 is being expedited via ***** and we have notified ***************** of this information via email. She has our direct contact information should she require additional assistance.
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, ******************* Box 826
****************************
****************************************Customer response
09/03/2024
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
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am disappointed with their services, I purchased a gift card from them and went to use it , it declined due to insufficient funds when I haven't used the card .Business response
08/21/2024
August 21, 2024
Mr. *************************
Better Business Bureau
****************************************************************************************
**********************
Re: Better Business Bureau Case # ******** ***************************
Dear ******************:
Receipt of the above styled complaint is hereby acknowledged. We attempted to contact ************** via 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 ************** in order to 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 the card number, a copy of the front and back of the card, or the purchase receipt. She can fax a copy of the requested information to ************, or respond to the email we sent.
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, ****
Post Office Box 826
*****************************
****************************************Initial Complaint
08/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have three vanilla gift cards totaling $150 dollars- all were given as a gift to me. They do not work any where I have attempted to use them several times both online and in person. I was told they are blocked for online purchases which honestly makes it incredibly difficult to use so I attempted to use them in person and they were embarrassingly declined. It is rediculous that a gift is so hard to use. When I contact customer ********************** they will reissue new cards (which I am not convinced will solve the problem since they are blocked almost everywhere) but I have to send the receipt. This are gifts I don't have a receipt! My nana buys these for me-I feel like you have swindled her hard earned social security money since these are unusable!Business response
08/23/2024
August 23, 2024
Mr. *************************
Better Business Bureau
****************************************************************************************
**********************
Re: Case No. ******** - *************************
Dear ******************,
Receipt of the above styled inquiry is hereby acknowledged. We have reviewed **************** concern regarding her Gift Cards.
************** did not provide any card information, and we are unable to locate the accounts in question. We have sent an email to her requesting the information for the gift cards.Once we receive the card information, we will be happy to investigate this matter.
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
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was gifted a vanilla gift card on May 12, 2024. After opening the card, the numbers were illegible and I was unable to swipe it in stores. I called customer ********************** to issue me a new card on May 23, 2024. I was given a case number and told to expect an email. I didnt see the initial email so I called to check the status and was told to check again; and to send the required documents to verify my case. I sent them what I had, minus the receipt because it was gifted to me. I called back to verify they received the other documents required and they insisted that my case couldnt be closed without the receipt; suggesting that I go to the merchant where the card was purchased to verify. I was able to retrieve the receipt and submitted it on July 8th. They didnt receive it until the 10th. However here we are 60 days over the 30 day window needed to verify whatever it is they are verifying. Ive spoken to several **** who have given me very different answers each time I call for a status, one call its 3 more days, another its 10, another its 1 more day, another is 30 more days. Each time I have asked to be transferred or have my case escalated, because the timeframe is UNACCEPTABLE; considering they have all documents needed and some. All but one representative was robotic and careless with their response and concern to actually helping me. Even the supervisor was careless, after our call today, telling me that even if she escalated the case it wouldnt matter. As far as Im concerned its robbery and the lack of integrity and moral is disheartening and I will be SURE to tell everyone to stay far away from purchasing vanilla gift cards moving forward because God forbid they have an issue, the company will send them through hoops while they sit around and tell you 30 more days to twiddle their thumbs and do nothing! I will NEVER support this company again. The gift card amount is $100, which is minor in comparison to the major lack of respect for customers.Business response
08/13/2024
August 13, 2024
Mr. *************************
Better Business Bureau
****************************************************************************************
*********************
Re:Better Business Bureau Case # ******** - ***********************************
Dear ******************:
Receipt of the above-styled complaint is hereby acknowledged. We have investigated the issue with ************************************ **** gift card.
Unfortunately, *********************************** was a victim of a form of fraud known as package tampering. This means that the card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. A case was opened to investigate this matter when we were initially contacted and as standard procedure, we requested documentation to research the issue. The requested documentation was received on June 9, 2024. The case was finalized in **************************** favor and a replacement card in the amount of $100.00 has been expedited via ***** tracking ************. Our records indicate that the replacement card was delivered on August 8, 2024.
The timeframe it took to resolve this matter is not our standard and we are truly sorry for the delay. Please know that all calls are recorded for quality assurance. We are reviewing all of **************************** interactions with customer **********************, and if the 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 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
08/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Earlier in 2024 (maybe Mother's Day?), more than one person gave me gift cards because I'd rather purchase my own gifts. I found something on Amazon, activated the card, then tried to add it as a payment method. It wouldn't work so after Amazon Customer ********************** unsuccessfully tried to help, they suggested I contact *******. I called the number on the back of the card (after hitting every option to get a live person) and they asked for the last 4 digits of the card. I gave it to them and the person said they've been having trouble with that batch of cards, gave me a case # and said to send in a copy of the front & back of the card along with a receipt even though I told them I didn't have one. They accepted what I sent, and their website gave me an estimated resolution date of August 2nd. When I checked it today, August 4th, they wanted me to start the process over. Again I had to hit a lot of options to get to someon live and the first thing I was told was I had to have a receipt so I asked for a supervisor. I spoke with ***** who pretty much said the same thing and added the purchaser of the card must not have activated the card at the store which is their policy. I told him I've never heard of such because reputable gift cards can be activated online or over the phone which is what I did. I asked ***** if he was aware of the faulty batch of cards and he said yes. I then asked him if he thought it was fair that the person who bought the card is out of $25, I don't have a gift and the only person who benifits is *******? He said he understood and repeated the same verbage about needing a receipt (as if reading from a script). This sounds like a scam because everyone doesn't keep receipts and if I knew who gave it to me I wouldn't be writing you. Also, my family often swap gift cards so I could have gotten it from one of them. When I suggested I send them the faulty card in return for a good one they said not without a receipt. All I want is my $25
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Customer Complaints Summary
1,951 total complaints in the last 3 years.
526 complaints closed in the last 12 months.