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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
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I possess a reward card with a remaining balance of $15, bearing the card number **************** and an expiration date of March 31. Due to being out of the country during March, I was unable to utilize it. Despite my attempt to request an extension, they declined. I am seeking either an extension of the expiration date or reimbursement in an alternative form.Business response
04/29/2024
Thank you for the opportunity to respond to this complaint. Virtual Incentives does reward card fulfillment on behalf of its clients, in this case, ******* Marketing Research. Cards are fulfilled in accordance with our client's program terms.
In this case, the complainant received a Virtual **** Reward Card in the amount of $150. The card had a six month expiration term. The card was registered on 9/1/2023 and expired on 3/31/2024. On 12/29/2023, the complainant sucessfully completed a purchase in the amount of $135.00, leaving a $15 balance on the card.
Unfortuantely, under the program terms, once a card expires, we are not authorized to reissue for remaining funds.
We are sorry that we are unable to provide further assistance in this matter.
Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My child received Virtual ************* cards ***** Rewards Cards) for participating in weekly COVID testing. One card had $11.48 left on it and the other had $40. Both cards said they expire 01/24 but when she attempted to use the cards on 01/24 at 7:15pm, both were declined by the merchant's system for being expired. Following that, I called the customer service number on the card and the automated system said one card was valid with $11.48 and the other was valid with $40. We tried to swipe the cards a second time and both were declined again at 7:16pm.I called customer service today to determine how to resolve the issue and was told that the cards expire at 7pm Eastern time. I've never heard of a card expiring before 11:59pm on the card's stated expiration date nor did I see anything about 7pm eastern time on the card or during card activation.This issue could be resolved by replacing the cards in the amount of $51.48. I also plan to write to the Rewards Card clients that funded the cards (The ***************** and the ******** ********** of ****** Health and Environment) should this issue not be resolved. Providing cards to children that expire at random hours of the day feels like an extremely deceptive and unethical business practice.Business response
02/05/2024
We are happy to provide review this matter. However, we are unable to locate card information based on the details provided.
Please provide the information used to register the card, including a complete phone number if that was the number used (there is a number missing from the information provided). Once we are able to locate the card, we will be happy to assist you in this matter.
Thank you,
*************************
Customer response
02/06/2024
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:Virtual Incentives LLC said they cannot locate my child's card details because the phone number I provided "is missing a number," which it isn't. The phone number I used to activate the card ending in **** is **************. However, including a phone number during card activation was not required. It was optional if we wanted to make online purchases that require a phone number. I did not use a phone number to activate the card ending in **** because I activated it on 1/31/24 for my child to make an in-store purchase that day, which was declined due to the card being expired even though Virtual Incentives's phone system said my child still had funds and it we tried to make the purchase on 1/31/24.
I submitted our address when filing a complaint with BBB. Virtual Incentives LLC should be able to locate the card information with the address I provided since they sent the cards to my child at the address I provided. The first name on the card is different from the first name on this complaint as I will not post my minor child's name on the internet. If Virtual Incentives needs more personal information, they can contact me by the email provided in my original complaint or by either phone number I provided.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
02/07/2024
We were able to connect directly with the reward recipient regarding this matter and to identify the cards in questions. A new card will be issued for the balance that remained on these cards, and the reward experience team retrained on this issue. The recipient will be notified as soon as the card is ordered and shipped.
Thank you for the opportunity to look into this matter. We hope that this is a satisfactory resolution.
Customer response
02/27/2024
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 and the matter has been resolved.Complaint ********************** ************ ***** **** ******* ********************* ***** ******* ******** *** **** ***** ** *** ***** ********** **************************** ******** ********* *********
Greetings,
We understand that our family’s complaint (#*********) was closed with the note that we’re still unhappy about the resolution. I just noticed that if we needed more time to resolve the issue, we should have emailed BBB. We’re really hoping there’s a way to still update this complaint, as the company Virtual Incentives has fully resolved our issue by working with us to replace the Visa reward card in the amount of $51.48 and worked with us kindly and professionally.
The company mailed a replacement card to our child, which took longer than 6 days due to a holiday weekend. It was our mistake to not notice that we had the option to BBB if we needed more time to reply. We think it’s important to be able to share that Virtual Incentives fully resolved our complaint and we appreciate it. For us, it’s important to not only hold businesses accountable for practices, but also be able to be fair in posting when they resolve issues.
Is there any way to change our complaints resolution from unsatisfied to fully satisfied? Thank you for your assistance.
Respectfully,
***** * **** ******* ******** ***** ****** ************ ******* *** ****** ** ********** ***** *******
Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a debit card from Virtual ************** There is a pending charge hold on my debit card that they refuse to release. The pending charge is from December 17th. The transaction was canceled on December 17th. I reached out to Target about releasing the pending charge but they advised me that Virtual ************* was still preventing the pending charge from being released. According to Target the pending charge was released on December 25th by the reward center but reward center is still refusing to take the hold off of my card and release the funds.Business response
01/13/2024
Thank you for the opportunity to investigate and respond to this complaint. Refund of these pending charges was delayed due to a programming issue with this card. In response to **************** call to our help desk, a ticket had already been placed requesting that this error be addressed and was pending when this complaint was filed.
My understanding is that, on Friday, January 12, the error was resolved and the funds were released back to the card. We apologize for the programming error and the inconvenience that it caused to ************. Hopefully, the matter is now resolved. If ************ encounters any further issues, she is welcome to contact the help desk at any time.
Thank you,
*************************
Initial Complaint
11/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This company's reputation precedes it, but I'll relay my experience and how their operations appear to violate state law and are also quite unethical. Hopefully someday someone will finally take them to task.The company issues debit cards they claim are "rewards" that entitle them to do whatever they like when it comes to allowing charges, expiring rewards, and just about anything else they want to do including handling of any "expired" funds. In my case, they made the rewards nearly impossible to use until the "expiration" date. After the expiration date, they say they cannot re-issue a new card and are exempt from all laws on rewards cards rules. Their customer support will do nothing to help and only point the finger at the issuing bank who then point the finger back to Virtual. This company appears to be in the business of issuing rewards that are nearly impossible to use, expire them quickly, and then ignore state laws requiring they return the funds. I just want my "expired" funds returned as they are ************. Unfortunately, it appears they have the 'game' pretty well dialed in.Business response
11/22/2023
Dear BBB:
Virtual Incentives fulfills incentives and rewards on behalf of its clients, and in compliance with program rules set by our clients. Issued cards are subject to restrictions imposed by merchants and the bank that Virtual Incentives has no control over.
In this case, the complainant was issues two rewards through Virtual Incentives in fulfillment of a program for the ******** ********** of ****** Health and Environment for COVID testing.
Per the program rules, the cards expired after 12 month, which expiration was clearly disclosed. Both cards expired on December 31, 2022.
As explained to the complainant when they spoke with the call center, these are not Gift Cards, they are incentive cards. Cards, codes and other devices issued in connection with a loyalty, award or promotional program are not subject to the same restrictions as consumer Gift Cards; they are typically redeemable for a limited period of time, and generally carry shorter expiration dates compared to gift cards.
According to the reward DNA, the complainant had two cards, one for $35 which was spend other than $3.08. There was no attempt to use the other card, which was for $20, prior to expiration.
For the $35 card, there were two transactions for purchases on Xbox, both of which were successfully completed. Other attempted transactions for the remaining balance were in violation of either card or merchant terms and the banks rules.
Unfortunately, under the program terms, once a card expires, we are not authorized by our client to reissue it. In the future, if the complainant has issues using a card, they should contact the reward center prior to expiration so that we can assist with any concerns.
We are sorry that we are not able to further assist the complainant in this matter.
Thank you.Initial Complaint
11/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I added the card to my account then I go to login to get the card number to use it and it keeps saying error no number to call for help I emailed but who knows if theyll ever get back to me its 200 dollars I need my money!!!Customer response
11/06/2023
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 and the matter has been resolved. I can somehow get to my account now sorry
Sincerely,
*************************
Initial Complaint
11/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received 2 **** debit cards for completing a survey. I noticed that the expiration date was coming up. For three days I attempted to use these cards. I kept emailing the company. (I have attached the correspondence.) As you can see I followed all their instructions. However the cards failed to work? Finally, as I knew they would, the cards expired. I had also tried them two or three times before the expiration date and time. I would like the cards replaced. Further, I don't think this company should be allowed to do business anymore. They clearly have one main agenda. Do not let the people who were issued cards use them. It's not even that much money. It's the fact that they kept telling me they were OK and they never were. I kept looking at the balance and they were $20 each. Even last night when I did send the final email after their deadline. It showed a balance. Today of course they are $0.00 balance. How can they be allowed to continue this practice? Clearly they do this all the time. (By the number of complaints they have received.) Thanks for your attention.Business response
11/02/2023
I'm unable to open the attached documents. The links go to a Yahoo mail account. If the complainant could kindly attach in another format, I'd appreciate it and that will facilitate my review and response.Customer response
11/02/2023
Here is the correspondence as it occured. Please note date and times. Start from bottom up:
Thank you,
**** *** * ** ***** ** *** *** ********* *** *** ***** *** ** ***** ***** **** ****** * **** **** ***** *** *** **** ***** ** ***** * *** ********* ******* ***** ** *** ***** * ***** **** **** **** ***** *** ****** ** **** ******* **** ******** ***** *** **** ***** * **** ** ** **** **** ****** ** ****** ** *** ********* ******** ******** ** * *** **** **** ***** **** **** **** ***** ******* **** **** ******* *** *** ** ******* *** **** *** ***** * **** ******** ** ***** *** ********** ********************* **** ******** ******* ** ********** ******** ** ***** ******** ** **** *** ******* ************* ********** ******* *************************************************** ****** *** ****** **** **** ***** ***** **** **** *** **************** ******* ************** *** ** ***** ******** *** ****** ** ******* *** **** ******** **** *** ******* ****** ******* ** *********** **** **** ******* ** *** *** ** ****** ** *** ***** *** *********** *** ** *** **** *** **** *** ** ********** ** ******* *** ***** ************** **** * ****** *** ******** ** **** ** *** ******* ************* ****** ******* ** ********** *** ******* ** ********* *** *** ************** ***** **** *** ******* ************* ******** ******* **** **** ********************* *** *** ***** ******* *** ****** ** * ***** * ********* ***** ***** ** *** *** ****** **** ** ****** *** ***** ******* *** **** **** * **** **** ** **** **** **** ******** **** ****** *** ***** ** **** ******* **** **** ******* ****** * ***** ********** *** **** ***** ****** *** *** * ******* ***** ***** **** * ******** *** *** ************ *** *** ******** ****** ******* *** ***** **** *** *** ***** ** **** ** ***** ** ****** *** *********** **** ** ***** ***** *** *** **** ********** **** ********** ************* ****** ** ***** ************ ** ******** ******* *** ***** ******** ** **** *** ******* ************* ********** ******* *************************************************** ****** ************** ***** ** ********************************* **** ****** *** ***************** *************** ************************************* ********************** *************************************** * **** ***************** ************************************* ********************* **************** **************** ******* ************** *** *** ***** ******** *** ****** ***** *** *** ********* *** **************** ****** ****** ** ******* **** **** ********* **** **** * ***** ************ *** *** *** ****** ** ****** *** ************ ** *** ******* *********** *** ***** ******** ***************** ****** ****** *** ********** ***** ** **** ** *** ********* **** ****** ************* *** ****** ***** **** ******** ***** ****** ******* **** ****** ** *** *** ** ******* ***** * **** * *** ** *** ***** * ********* ** *** **** ** * ***** *********** **** **** ********* * **** *** **** *** **** ********* ***** *** ****** ******* **** * *** ********* **** *** *** ************* * **** ***** ** ******** **** ***** *** *** ***** *** ******* **** **** **** ******* *********** *** ******* *** ** ******** ***** **** **** **** **** **** ***** *** ********* **** **** **** **** ********* *** * *** ***** *** *** **** ****** ********* ** **** ******* ********** ********************************* **** ***** ** * ******* **** *** ******* ************** ************** ***** * ***** *** ** ******* **** * ******** **** ** ******* ************* *** ***** *************** *****
Business response
11/06/2023
Dear ****************:Thank you for your kind note. We try to do the right thing! A request has been put in to reissue a single $40 replacement reward for you - it should be on its way soon - I will confirm when it is.Kind Regards,******Initial Complaint
09/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was paid a virtual card by completing a research project. Two days later after activating the card my whole card was hacked. I dont live in ********! Ya know the system is being hacked and Im sure ya aware of this issue happening over and over again . Now i wondering has all of my information been hacked as well? Is there a date breach going on within this company? How does it take 120 days to review a fraud complaint but my information has been hacked so quickly and easily? Something is seriously wrong with this picture here!Business response
09/27/2023
Dear BBB:
**************** received a HubUX Virtual **** Reward.
Virtual Incentives (VI) fulfills loyalty, award, and promotional programs on behalf of its business clients, subject to client-set program terms and conditions and Issuer rules and requirements. In this case the card Issuer, ****** Bank, requires up to 120 days to investigate fraud claims. Unfortunately, we do not have any control over the bank's timeline. We send fraud forms to **************** upon receiving this complaint. Once we receive this filled out form, we can refer the fraud investigation to the Issuer and work toward reissuing the Card if there is a fraud determination by the Issuer.
If **************** has not received the fraud forms, please let us know and we will resend.
Thank you,
*************************
Customer response
09/28/2023
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]
There should be a proper chain of response for this type of stuff. Telling me over and over again it takes up to 120 days for the fraud department to review a claim and then to send me a form to complete that shouldve been the first step to happen soon as i reported this to customer service and yet i had to file a complaint just to get this far in the process especially when Im constantly being emailed asking do i still need assistance with this issue. Im sure you can see my issue with this process. With all due respect it didnt take up to 120 days for this card to be hacked and used without my permission. So once again i am asking has any of information been leaked to this card hacked? How can the system be so easily hacked? Im sure ya are quite aware of this issue? Whats the next step after the form is reviewed? How long does this step take now? It cant be another 120 days since Ive already been waiting well over 30 days now.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
10/04/2023
Dear BBB:
Virtual Incentives is unaware of any large-scale hacking that *** have compromised ******************** information. However, we do believe that this card was compromised. In order to best investigate what occurred, we would ask that **************** please complete and return the fraud paperwork that he should have received last week. **************** is correct - he should have been sent the fraud paperwork at the time he lodged his original complaint. We apologize that this did not happen and are addressing the matter internally.
Conducting our investigation *** take some time. In the interim, we'd be happy to issue **************** a new Card to replace the balance on the card that was lost. Please confirm if this is acceptable and we will get that Card to him in short order.
Thank you,
******
Customer response
10/04/2023
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
08/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a **** Virtual Reward for $10 as a result of completing a survey conducted by *********** I used part of the reward earlier this year and realized the balance was about to expire so I attempted to use the the rest before the expiration date. On 7/31 the card would not work all day. I tried using it for multiple items and it kept indicating there was a problem with the card or it is invalid. I looked up support information for the Virtual ************* and only an email address was supplied so I finally just emailed them. They did not reply for two days and their resolution is that the card is now expired so there is nothing they can do.According to them the card is not even active the entire day which I had no knowledge of (and why?) That was not disclosed. Even so the card did not work even in the morning which I explained to them. They indicate that card was already expired by 6 pm when I contacted them so there is nothing they can do.I called the bank that issued the card (****** Bank) and they mentioned they do not activate or deactivate the card, only the Virtual ************* does that and gave me a different phone number to call. They would not do anything either using the same explantion that the card is expired. I also contacted the manager email for the rewards center and they refuse to do anything. There was less than $5 left on the card but I think that this is a scam that is impacting thousands of people that they are benefitting from.This is a company that seems to deactivate the card early and make it difficult to use it so they can keep the remaining balance. It seems to be a fraud and they would not answer what happens to the money left on the card which I see was removed.Customer response
09/21/2023
Better Business Bureau:
At this time, I have not been contacted by Virtual Incentives LLC regarding complaint ID ********.
Sincerely,
*******************************Business response
09/29/2023
Dear BBB:
I am pleased to inform you that we have authorized reissuing a reward Card to ******************************* for the $4.93 that was left on her Card at the time it expired.
Virtual Incentives is in the business of fulfilling rewards and promotions on behalf of its business clients--In this case ************--and subject to the rules set by the client and the issuing bank, in this case, ****** Bank.
********************** received a Virtual **** reward as part of a program with ************ Under the issuing bank requirements and as disclosed in the terms and conditions, the cards expired at UTC on the expiration date. Unfortunately, we do not have any control over the terms and conditions set by the bank.
However, in reviewing the reward history in this case, we can see that ********************** made several attempts to use her card prior to Card expiration and the Card was declined due to merchant restrictions. As such, we are reissuing the balance in the interest of fairness.
So that there are not further issues with the new card, ********************** should note that certain merchants set restrictions around the use of prepaid cards. Specifically, some merchants will take a small verification fee off the Reward to verify the authenticity of the Reward. This fee is usually placed back on the Reward after the completion of the purchase or after the verification process (the Verification process and time frame may vary from Merchant to Merchant). If the amount of the Reward after the verification is not enough to cover the cost of the purchase, this will cause the transaction to be declined.
Restaurants and other services ***************** shops, bakeries, nail & hair salons, etc), as well as any merchants that accept gratuity, will take a 20% pre-authorization fee. This fee is placed back on the Reward after the completion of the purchase or after the pre- authorization process has finished (However, this can take up to 7 business days).Again, I apologize that this case was overlooked and to ********************** for the delay in response. If she has any issues with her new Card, ********************** is welcome to call our support center. We encourage her to do so well in advance of expiration to avoid any further issues.
Thank you,
*************************, Esq.
************************* General Counsel & Chief Compliance Officer M*************** E********************************** www.virtualincentives.com Customer response
10/04/2023
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]
The information provided as explanation of why the card was not working is inaccurate. The conditions explained in which the card would not be accepted does not apply to how I was using the card. I attempted to use merchants that I have used in the past and never had the issues described in which addititional charges are applied or a 20% fee is added. I even attempted to use the card with a merchant that accepted the same card on a past date and the card would not work. I believe the card was deliberately deactivated before the expiration date and time which may be the regular practice for this company.
The remaining funds were quickly removed from the card after expiration date and **************** would not answer my question as to where the funds go.
When requesting assistance I was told repeatedly that I was using the card after expiration, and there was refusal to assist despite talking to multiple associates. Now it has been indicated that the card was attempted to be used prior to the expiration date/time.
Also, the response implies the Bank controls the card validation/activation. I called ****** Bank and they indicated that the bank only provides the card and does not activate or deactivate the card as that is the responsibility of Virtual Incentives only.
I will accept the card as I am *********** use my remaining balance. However I will have to attempt to use the card to assure it actually works.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Initial Complaint
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I am writing to express my extreme frustration regarding the lack of progress on my case. It has been over 120 days since the case was opened in December/July, and I have not received any updates regarding the unauthorized charges to my account.As you may be aware, according to the law, you are required to provide a refund for unauthorized charges within 10 days. Despite this, I have been waiting for months and have not received any information regarding my refund.I have repeatedly contacted your company, and I have records of these attempts. However, I have not received a response in months regarding the funds that were used without my consent, which is considered fraud. The charges made by Apple are unauthorized, and it is your responsibility to investigate the matter and refund my money immediately.If I do not receive a response and a refund for the unauthorized charges soon, I will seek legal advice and action. I trust that you will take immediate action to resolve this matter and provide me with the refund that is rightfully mine.Thank you.Business response
05/03/2023
Dear Better Business Bureau:
A replacement reward has already been issued to and registered by the complainant.
I am uncertain where the complainant got the information that unauthorized charged must be refunded within 10 days. Virtual Incentives is neither the Card Issuer nor the merchant. Virtual Incentives fulfills rewards on behalf of its clients, in this case, The ********************************* in accordance with it's rules. This is a reward card for participation in a program and not a gift card and is therefore subject to different rules and restrictions.
Included in the Card Terms and Conditions, which are available when the Card is claimed, is a disclosure that fraud investigaitons can take up to 120 days. This is a bank rule and is outside of the control of Virtual Incentives as are any delays in the process. We are sorry if there were further delays and can understand ****************** frustration at the long process.
Again, the replacement reward has now been authorized, issued and claimed by **************. Hopefully this matter can now be closed.
Thank you,
*************************, Esq.
General Counsel and Chief of Compliance
Initial Complaint
03/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 2/28/23 I ordered a 100 dollar ********* Airlines egift card through my employers rewards site which is handled by The Virtual ************* (Virtual Incentives LLC). I attempted to use this gift card and received an error message. I immediately reached out to the support email address and they stated they would escalate the issue. I have reached out for an estimated time for resolution as I need to book a flight ASAP and am needing to use my incentive. I have not received any response.Business response
03/02/2023
We are sorry for the inconvenience caused with respect to this reward card. Our Card provider has a system error that occurred as the result of an upgrade. This lead to the Card failure. An appeasement has now been applied to this account and the complainant should already have received a call letting them know that their employer (our client) will be setting up a new order.
We hope this satisfactorily resolves this matter and again, we apologize for any inconvenience.
Customer response
03/06/2023
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 and the matter has been resolved.
Sincerely,
*********************
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Customer Complaints Summary
24 total complaints in the last 3 years.
14 complaints closed in the last 12 months.