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
- 3,467 total complaints in the last 3 years.
- 1,123 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:04/17/2025
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.
In ******* I bought a bunch of vanilla gift cards. One of them was rejected and then locked when I went to spend it. I called Vanilla Gift Cards customer service and they said it would take them 30 days to review it and then I would be mailed a check within 7-10 business days after their review. After about a month and a half I called to ask what was going on and they said the check was sent out. 15 business days after that I called and asked where the refund check i. They said they have to escalate the issue. I was sent an email saying a check was sent out some time after that. This has happened 3 times now. I called on ***** *** and they said your check will be sent out, I called yesterday and they said the check was sent out the *** of *****. I’ve asked to speak to a supervisor multiple times but no one has connected me saying there is nothing a supervisor can do. I am fed up and just want my money back.
Business Response
Date: 05/01/2025
May 1, 2025
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - ******* ********
Dear Ms. ****:
We are writing in response to the concern reported by Mr. ******** regarding his Vanila **** Gift Card. We appreciate these matters being brought to our attention.
Please know that we have security measures in place for the safety and security of our cardholders’ funds. We have reviewed the card account and found that the transaction attempted with the merchant ****** ********** was declined because the card was potentially compromised. As a result, the card was placed on hold in order to protect the funds. A refund check of $150.00 was processed on ***** *** ****, via **** to the address he provided, which matches the address on the complaint. We do not know why Mr. ******** did not receive the check and it has not been returned to us as undeliverable. Upon receipt of the complaint, we confirmed that the refund check was still outstanding. The original check has been voided, and a new check is being expedited via ***** to the address listed in the complaint. We ask that Mr. ******** allow 3-5 business days for receipt of the check.
Please know that all calls are recorded for quality assurance. We are reviewing Mr. ********’s interactions with customer service 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 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.
Post Office Box 826
Fortson, Georgia 31808
************************Business Response
Date: 05/01/2025
May 1, 2025
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - ******* ********
Dear Ms. ****:
We are writing in response to the concern reported by Mr. ******** regarding his Vanila **** Gift Card. We appreciate these matters being brought to our attention.
Please know that we have security measures in place for the safety and security of our cardholders’ funds. We have reviewed the card account and found that the transaction attempted with the merchant ****** ********** was declined because the card was potentially compromised. As a result, the card was placed on hold in order to protect the funds. A refund check of $150.00 was processed on ***** *** ****, via **** to the address he provided, which matches the address on the complaint. We do not know why Mr. ******** did not receive the check and it has not been returned to us as undeliverable. Upon receipt of the complaint, we confirmed that the refund check was still outstanding. The original check has been voided, and a new check is being expedited via ***** to the address listed in the complaint. We ask that Mr. ******** allow 3-5 business days for receipt of the check.
Please know that all calls are recorded for quality assurance. We are reviewing Mr. ********’s interactions with customer service 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 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.
Post Office Box 826
Fortson, Georgia 31808
************************Business Response
Date: 05/01/2025
May 1, 2025
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - ******* ********
Dear Ms. ****:
We are writing in response to the concern reported by Mr. ******** regarding his Vanila **** Gift Card. We appreciate these matters being brought to our attention.
Please know that we have security measures in place for the safety and security of our cardholders’ funds. We have reviewed the card account and found that the transaction attempted with the merchant ****** ********** was declined because the card was potentially compromised. As a result, the card was placed on hold in order to protect the funds. A refund check of $150.00 was processed on ***** *** ****, via **** to the address he provided, which matches the address on the complaint. We do not know why Mr. ******** did not receive the check and it has not been returned to us as undeliverable. Upon receipt of the complaint, we confirmed that the refund check was still outstanding. The original check has been voided, and a new check is being expedited via ***** to the address listed in the complaint. We ask that Mr. ******** allow 3-5 business days for receipt of the check.
Please know that all calls are recorded for quality assurance. We are reviewing Mr. ********’s interactions with customer service 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 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.
Post Office Box 826
Fortson, Georgia 31808
************************Business Response
Date: 05/01/2025
May 1, 2025
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - ******* ********
Dear Ms. ****:
We are writing in response to the concern reported by Mr. ******** regarding his Vanila **** Gift Card. We appreciate these matters being brought to our attention.
Please know that we have security measures in place for the safety and security of our cardholders’ funds. We have reviewed the card account and found that the transaction attempted with the merchant ****** ********** was declined because the card was potentially compromised. As a result, the card was placed on hold in order to protect the funds. A refund check of $150.00 was processed on ***** *** ****, via **** to the address he provided, which matches the address on the complaint. We do not know why Mr. ******** did not receive the check and it has not been returned to us as undeliverable. Upon receipt of the complaint, we confirmed that the refund check was still outstanding. The original check has been voided, and a new check is being expedited via ***** to the address listed in the complaint. We ask that Mr. ******** allow 3-5 business days for receipt of the check.
Please know that all calls are recorded for quality assurance. We are reviewing Mr. ********’s interactions with customer service 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 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.
Post Office Box 826
Fortson, Georgia 31808
************************Customer Answer
Date: 05/01/2025
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,
******* ********Customer Answer
Date: 05/01/2025
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,
******* ********Customer Answer
Date: 05/01/2025
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,
******* ********Customer Answer
Date: 05/01/2025
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
Date:04/14/2025
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.
On ******* * at 12:20 PM I went to the **** ******** ****** and I purchased a $50 vanilla prepaid gift card. It cost me about $55 because of the activation. On the card, it says that you have to wait 30 minutes in order to use it. At 10 to one that means the card would’ve been ready to use. I went to use it at 1:10 PM and it declined twice so I logged in online to see that it had been used for gaming. I did not gain this was not my transaction.. I contacted the company that stated that I would need to wait 10 business days before filing a complaint. Absolutely ridiculous. I waited my 10 days. I contacted the company who took all of my information and said that it could take three months while an active investigation went on. Almost 3 months to the day. I received an email back from the company stating that they have closed my case and that there was not enough evidence to support and they denied my refund.. I wrote the company back requesting my money again or I would be contacting the Better Business Bureau.,Business Response
Date: 04/23/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case No. ******** - ****** *********
Dear Ms. ****,
We are writing in response to the concern reported by Ms. ********* regarding her Vanilla ********** Gift Card. We appreciate these matters being brought to our attention.
Ms. ********* initially contacted us to open a dispute case for an unauthorized transaction of $48.14 on her Gift Card. As standard procedure, a case was opened, and 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 dispute.
Please know that we take concerns from cardholders very seriously. We have performed a second level review, and unfortunately, we are upholding the original denial. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed charge. Our initial decision remains unchanged, and we consider this matter closed. We communicated this information to Ms. ********* via email.
Additionally, please note that on the back of the gift card you will find our website address and customer care phone number. We encourage our customers to always use the website address and phone number as shown on the gift card when checking the balance.
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.
Post Office Box 826
Fortson, Georgia 31808
************************Customer Answer
Date: 04/23/2025
Complaint: ********
I am rejecting this response because:I never contacted the number on the back of the card Until after it declined twice, I also did use the website on the back of the card to check the balance after it was declined twice. This card was faulty before I even bought it or it was scammed within 20 minutes of me, trying to use it. I want my $50 back. Vanilla prepaid card, or scam artist, and do not value their customers
Sincerely,
****** *********Business Response
Date: 05/01/2025
*** ** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case No. ******** - ****** *********
Dear Ms. ****,
We are in receipt of Ms. *********’s response to our letter regarding her Vanilla ********** Gift Card.
As previously stated, we are unable to approve Ms. *********’s case. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed charge. Our initial decision remains unchanged, and we consider this matter closed. We communicated this information to Ms. ********* via email.
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
Fortson, Georgia 31808
************************Initial Complaint
Date:04/14/2025
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.
Gift card does not work after multiple attempts.Business Response
Date: 04/29/2025
We are writing in response to the concern reported by **. ********* regarding his Vanilla Visa Gift Card. We appreciate these matters being brought to our attention. Please know that we have security measures in place for the safety and security of our cardholders’ funds. We have reviewed the card account and found that the transaction attempted with the merchant ********** was declined because the card was potentially compromised. As a result, the card was placed on hold in order to protect the funds. This updated card status caused additional transactions to be declined. We sincerely apologize for any inconvenience this may have caused. When **. ********* contacted us on April 14, 2025, a replacement card was issued via ****. Our records show he received and successfully activated the replacement card.
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 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: 04/29/2025
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
Date:04/13/2025
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 Gift Card from ******* as a birthday gift. Granddaughter went to use it and it said declined. Called customer service first time and was told they were working on it Called 2nd time and same thing. Called 3rd time and was told just to start a complaint I needed to get info from store. I just want my refund.Business Response
Date: 04/29/2025
We are writing in response to the concern reported by **. ***** regarding his Vanilla Visa Gift 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. Upon receipt of the complaint, a case was created and as standard procedure, we requested documentation to aid in our investigation. As of today, we have not received the requested documents. Unless we receive documentation stating otherwise, it appears this card was never purchased. 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. As evidence thereof and in good faith, we have expedited a refund check via ***** in the amount of $50.00, and we notified **. ***** of this via email.
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: 04/30/2025
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
Date:04/13/2025
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 bought a vanilla gift card. debit ****. for 297 dollars. i have not been able to access my money....every time i call them they are from *****. they say technical difficulties call back in one hour. they have all my money. i cannot access it i do not know what to do????Business Response
Date: 04/29/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case No. ******** - ****** **********
Dear Ms. ****,
We are writing in response to the concern reported by Ms. ********** regarding her Vanilla **** Gift Card. We appreciate these matters being brought to our attention.
We have reviewed the card account and found that the attempted transactions with the merchant ********* *** were declined for insufficient funds since the amount charged was greater than the available balance. There were also multiple attempted transactions with the merchant ****** that were declined due to enhanced security measures in place for the safety of our cardholders’ funds. Our records indicate that Ms. ********** has successfully depleted the funds.
Please know that at the time of Ms. **********’s calls to our Customer Service team, we were experiencing technical difficulties. We sincerely apologize for any inconvenience this may have caused.
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.
Post Office Box 826
Fortson, Georgia 31808
************************Initial Complaint
Date:04/11/2025
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.
Got a secure spend card for 350.00 spent some off of it, and then found a 31 dollar purchase for **** **** out of ************ **. I live in ** filed a problem they deactived the card with over 180 dollars on it. And I have no way of getting in touch with them to get the over 180.00 in funds they are holding.Business Response
Date: 04/29/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case No. - ******** - ***** ******
Dear Ms. ****
We are writing in response to the concern reported by ***** ****** regarding this Vanilla **** Gift Card. We appreciate these matters being brought to our attention.
On ***** *** ****, a third party affiliated with Mr. ****** opened a dispute case via our cardholder website for an unauthorized transaction of $31.74 on this gift card. Please know that we take concerns from our cardholders very seriously, and after a thorough review of the account and evaluation of the evidence provided, we have approved this dispute. A replacement gift card of $224.30 is being expedited to the address on the case, which matches the address on the complaint. We communicated this information to Mr. ****** via email.
Please know that **** regulates the timeframes for chargeback handling and dispute resolution. While we make every effort to resolve disputes as quickly as possible, it may take up to a maximum of ninety days for final resolution.
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 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
Fortson, Georgia 31808
************************Initial Complaint
Date:04/10/2025
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 have a ***************** card issued by InComm. InComm drained my card, ending in ****, with dormancy fees of $4 in *** & $1.73 in *** ****, 12 months after the Corporate Sponsor load. In ********, however, the "Credit Card Accountability Responsibility and Disclosure Act of 2009" prohibits dormancy fees...unless the card has been inactive for **48 months** from the time of purchase. In small print at the bottom of their web page, InComm has the following disclosure: "...******** customers: view information addressing complaints regarding our money services business." A link then gives the address of the ************ ** ********* **********. I had to do more digging online to find the Credit Card Accountability Responsibility and Disclosure Act of 2009. On *** *, I wrote to InComm's Senior VP & GM of InComm Incentives, requesting a refund.. To date, he has not responded. I found this report online: "*** *** **** - Despite state laws limiting consumer liability and requiring refunds of unauthorized transactions, Incomm often refuses to provide refunds to consumers who have been scammed. Many consumers either never hear back from Incomm or are placed on hold for hours."Business Response
Date: 04/18/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case No. - ******** - ****** *****
Dear Ms. ****,
We are writing in response to the concern reported by Ms. ***** regarding her **** Reward Card. We appreciate these matters being brought to our attention.
Please know that this card was received through an incentive program at no cost to Ms. *****. We have completed our review of the card account and found that this card worked as designed and the fees are in compliance with applicable state laws. Per the cardholder agreement, a monthly Dormancy Fee will be applied to the remaining balance of the card after twelve months following the last load to the card. This card was initially loaded on ******* *** ****, and the card was activated on ******* *** ****. Two fees were assessed to the card totaling $5.73, starting on ******* *** ****.
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. As a one-time gesture of our goodwill, we have credited a total of $5.73 in fees back to Ms. *****’s card. We ask that she use the funds as soon as possible, as the terms and conditions still apply.
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
Fortson, Georgia 31808
************************Customer Answer
Date: 04/18/2025
Complaint: ********
I am rejecting this response because: InComm's Research Team claims, without proof, that "the fees are in compliance with applicable state laws." Although InComm restored the balance on my card "as a courtesy," they are ignorant of ******** law. The attached screenshot from the ********** ****** (**) Office of Consumer Protection clearly states that dormancy fees may not be assessed unless the card has been inactive for **48 months** after issuance. My card was only inactive for 12 months when InComm assessed its first dormancy fee.
****** *****Initial Complaint
Date:04/08/2025
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 received a giftcard as a gift. When I went to use it there was no money on it. The amount removed was $99.95. I looked it up online and it said the money was taken from a random vendor. I would like the money restored to the card - $100.00.Business Response
Date: 04/22/2025
We are writing in response to the concern reported by ***** *** regarding their Vanilla MasterCard Gift Card. We appreciate these matters being brought to our attention. ***** *** contacted our office on December 23, 2024, disputing an unauthorized transaction in the amount of $97.51 made on their card account by the merchant ** ****************. After a thorough review of the account and evaluation of the evidence provided, we were unable to approve the dispute. Please know that we take concerns from cardholders very seriously. We have performed a second level review, and unfortunately, we are upholding the original denial. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed funds. We consider this matter closed and we have notified ***** *** 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 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: 04/22/2025
Complaint: ********
Thank you for forwarding Vanilla's response regarding my case. I am writing to formally disagree with their conclusion and to provide clarification. Vanilla failed to respond to my repeated email communications from March 21 to April 16, despite several follow-ups. This lack of response forced me to escalate the issue to the Better Business Bureau. The disputed charge of $97.51 by "** ****************" was unauthorized, and I have no association or prior knowledge of this merchant. Vanilla’s response lacks transparency regarding the evidence reviewed and offers no specific explanation for why the claim was denied. The assertion that they are only able to refund "amounts recovered from the merchant" appears to contradict their responsibility to protect consumers against unauthorized transactions, especially when the cardholder has reported the issue promptly. I request that this case be reopened, and that Vanilla provide: 1. A detailed explanation of the evidence they reviewed. 2. Clarification on the efforts made to recover the funds. 3. An explanation of their dispute process and the cardholder protections applicable in such cases.
I am not satisfied with how this matter was handled and am requesting BBB’s continued support in resolving this fairly.
Sincerely,
***** ***
Business Response
Date: 04/30/2025
We are in receipt of ***** ***’s response to our letter regarding their Vanilla MasterCard Gift Card. After further review, we have identified an error in communication with ***** ***. As a result, we overturned the denial and expedited a replacement card in the amount of $100.00 via ***** tracking **** **** ****. Our records show it was delivered on April 28, 2025, and ***** *** has successfully depleted the funds. 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:04/03/2025
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.
Hello, I purchased a $300.00 Vanilla gift card for a client of mine in *** *** ****. I sent this as Holiday gift. He just opened the package to use it and notice the numbers are all removed and it's not usable. This was a *********** **** card. I tried contacting the number on the back of the card, it's recoding and says to file online. I tried filling a compliant online but it's giving error. I need this card to be replaced and a new card for $300.00 to be mailed to me. This made me embarrassed in front of my client!!!Business Response
Date: 04/17/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - ******* **********
Dear Ms. ****:
We are writing in response to the concern reported by Ms. ********** regarding her Vanilla **** Gift Card. We appreciate these matters being brought to our attention.
Unfortunately, Ms. ********** was a victim of a form of fraud known as package tampering. This means that her card was fraudulently compromised prior to activation. Our fraud team continues to investigate this issue. A case has been opened on her behalf and finalized in her favor. A replacement card in the amount of $300.00 was expedited to her via ***** tracking number **** **** **** and our records show it was delivered on ***** ** ****.
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.
Post Office Box 826
Fortson, Georgia 31808
************************Customer Answer
Date: 04/17/2025
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
Date:04/02/2025
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 received a Vanilla Gift card that had expired. The card and website say that the funds never expire and I can get a replacement card if the date on the card expires. I called on *******. They required my name, DOB, and address (which I’m sure they sell because you don’t have to provide that when you initially purchase the card). They said they would mail me a new card, no problem. By ******, I hadn’t received it. They collected a bunch of information again and told me to wait a week and call back in. I forgot about it and called today, ******. They said since I didn’t receive the card, I had to provide the original receipt (which I don’t have). I called and got a different rep, they told me they needed my name, DOB, proof of residence, a copy of a driver’s license, a medical bill, and an affidavit before the could escalate a claim. Multiple supervisors repeated the same thing. There is $134 left on the card. This is a clear scam where the make you wait on the phone for hours, provide personal information that they sell, and they never give you a new card. They refuse to provide any information about themselves, except the last rep said she works for Incomm at this PO BOX address. When I asked for a number, she gave me a 9 digit number and said that’s all she had. The cardholder agreement says nothing about their claims process, only that they will replace cards upon request.Business Response
Date: 04/18/2025
***** *** ****
Ms. ***** ****
Better Business Bureau
277 Martin Luther King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Case no. – ******** - ***** *******
Dear Ms. ****,
We are writing in response to the concern reported by Mr. ******* regarding his Vanilla **** Gift Card. We appreciate these matters being brought to our attention.
We have reviewed the card account in question and found that Mr. *******’s card expired on **** ** ****. When he initially contacted us on ******* *** ****, a replacement card was issued to him. We understand that the replacement card was not received, and we sincerely apologize for any inconvenience this may have caused. We are unsure why the card was not delivered, and it was not returned to us as undeliverable. Please know that we have been in contact with Mr. ******* via email and we are expediting another replacement card of $138.79 to him via *****. We ask that he allow 3-5 business days to receive the card.
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
Fortson, Georgia 31808
************************Customer Answer
Date: 04/18/2025
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, as long as I receive the card in 3-5 business days as stated.
Sincerely,
***** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.