InComm Financial Services

I am posting this review to warn other consumers about Vanilla Gift Cards and InComm Payments, not because of fraud alone, but because of how InComm handles customers after the fraud occurs.

I purchased a $500 Vanilla Gift Card from a Walgreens store in New York. The card was sealed and remained in my possession. When I attempted to activate it days later, I discovered that almost the entire balance had already been drained by unauthorized transactions BEFORE activation. This is a known gift-card scam pattern.

What followed was worse than the theft.

InComm Payments, the company behind Vanilla Gift Cards, closed my fraud case within about one week without conducting any meaningful investigation. They did not request the receipt, did not ask for photos of the card, did not provide any investigative findings, and did not explain how “pre-activation” transactions could possibly be valid.

Their own materials state fraud investigations take 45–90 days. In a prior, almost identical Vanilla Gift Card fraud case involving me, InComm took over 90 days, requested documentation, and ultimately replaced the card. This time, they simply shut the case down.

When I asked for reconsideration, I was told to “contact the merchant.” Walgreens confirmed they have no control over activation systems or balances and redirected me back to InComm. I was sent in circles with no remedy.

Emails were ignored. Phone calls ended with “the case is closed.” An escalation manager literally said there was “no reason” for the denial and terminated the call when I said I wanted to document the conversation.

I ultimately had to file a police report, which was accepted by the NYPD as Petit Larceny, and submit complaints to state consumer protection authorities. That should tell you everything.

This is not a customer service problem — it is a systemic accountability problem. If your Vanilla Gift Card is compromised, InComm may simply close your case and keep your money, regardless of evidence.

Do not buy Vanilla Gift Cards.
If something goes wrong, you may be left with no investigation, no explanation, and no recourse.

Roman November 11, Ms [redacted] Better Business Bureau Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] Receipt of the above styled inquiry is hereby acknowledgedWe have investigated the issue with Ms [redacted] ’s MyVanilla Reloadable Debit Card We have researched this issue and found that Ms [redacted] ’s account was placed in a restricted status due to her account having a negative balanceOn November 6, a credit from ADVANCE STORES was applied to Ms [redacted] ’s accountThe funds were released and Ms [redacted] has been successful in using her card We place a great deal of importance on customer satisfaction and we want to be sure our customers have a positive experience with our productThank you again for bringing this to my attentionPlease call if you have any questions or if we may be of further assistanceI remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, Inc Princeton Avenue Columbus, Georgia ###-###-####

February 6, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled inquiry is hereby acknowledgedWe have investigated the issue with Mr***’s Vanilla Visa Gift Card Mr***’s card was initially purchased and activated in Under our old plan, the activation of the card at the point of sale triggers the timeframe by which fees, if applicable, were assessedUnder our new plan, no fees are assessed after the initial purchaseEach Vanilla Visa Gift Card is accompanied by a printed Cardholder Agreement, which constitutes an agreement between the Cardholder and the issuer of the Card, and sets forth terms and conditions, including fees, which apply to the CardThe terms and conditions are received with the Card and are available at anytime for viewing online at www.vanillavisa.com In accordance with the “Fees” section of the Cardholder Agreement, Mr***’s Gift Card was assessed monthly fees totaling $ We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productsAs evidence thereof, we have credited Mr***’s Gift Card and the balance now reflects $ Due to the age of the Gift Card, it has expired; however, the funds do not expire We have issued a replacement card to Mr [redacted] which is being sent to the address provided in his complaintWe would like to encourage Mr [redacted] to use the funds on his Vanilla Visa Gift Card in a timely manner as our Terms and Conditions still apply We sincerely apologize for any inconvenience this matter has caused With the issuance of this credit we consider this matter closedThank you for bringing this to our attention Please call if you have questions or if I may be of further serviceI remain, Sincerely, [redacted] Chief Operating Officer ITC Financial Licenses, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia ###-###-####

March 22, class="MsoNormalCxSpMiddle" Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] Dear Ms [redacted] Receipt of the above styled inquiry is hereby acknowledgedWe have investigated the issue with [redacted] *Vanilla Visa Gift Card Unfortunately, Ms [redacted] was a victim of a form of fraud known as package tampering Her card was fraudulently compromised prior to activationUpon our initial investigation it appeared that this card was not tampered with; however, we have reinvestigated this issueWe place a great deal of importance on customer satisfaction and we want to be sure that our customers have a positive experience with our product We have received all necessary documentation and we are sending [redacted] a replacement cardWe regret that this issue could not be resolved in a more timely manner We sincerely apologize for any inconvenience this matter has caused Thank you again for bringing this to my attentionIf you have questions, or I may be of further service please contact me directlyWith warm regards I remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia (678) 921-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [While I opened my account, I was not told I needed to keep the receiptI never did keep my receiptWhat happens now ? You cant tell me you will keep my money because I do not have a receiptI will advise you post on your website that a receipt would be needed for every refill.] Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [When I purchased this card, and signed up online, I was never told I needed to keep a receiptNeither was I ever advised to do this at the cashier locationI never anticipated this been an issue.] Regards, [redacted] ***

May 30, Ms [redacted] class="MsoNormalCxSpMiddle" Revdex.com Post Office Box Columbus Georgia Re: Better Business Bureau Case # [redacted] – [redacted] Dear Ms***: Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Mr [redacted] ’s Vanilla Reload Network Card Mr [redacted] purchased this card in error He did not realize this is a Reload Chit and not a Gift Card When he contacted us about the Vanilla Reload Network Card we advised it he would need to purchase a Reloadable Debit Card in order to load the funds to use them Mr [redacted] advised he would like a refund We processed a refund for Mr [redacted] on May 21, Please call if you have any questions or if I may be of further assistanceI remain, Sincerely, [redacted] Chief Operating Officer ITC Financial Licenses, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia (678) 921-

June 27, Roman;"> Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Ms [redacted] ’ Momentum Visa PrePaid Debit Card Ms [redacted] contacted our office on June 20, to inquire about unauthorized charges made to her cardA dispute packet was sent via email on June 21, We received the completed dispute packet on June 23, and a chargeback was submitted to recover the fundsThe merchant has days to represent against the chargebackIf the merchant does not represent by August 8, 2016, a refund check will be issued to the address provided in Ms [redacted] ’ complaint We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productWe sincerely apologize for any inconvenience this matter has causedThank you for bringing this to our attentionPlease call if you have any questions, or if I may be of further assistance in any wayI remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appe Regards, [redacted]

September 12, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Mr [redacted] ’s MyVanilla Reloadable Debit Card Unfortunately Mr [redacted] was erroneously sold an expired MyVanilla Reloadable Debit Card on September 2, Due to the expired card status Mr [redacted] was unable to register his cardWe processed a refund for Mr [redacted] in the amount of $on September 7, to the address provided in his complaint We place a great deal of importance on customer satisfaction and we want to be sure our customers have a positive experience with our productWe sincerely apologize for any inconvenience this matter has causedThank you again for bringing this to my attentionPlease call if you have any questions or if we may be of further assistanceI remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

February 29, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms***: Receipt of the above styled complaint is hereby acknowledgedWe have reviewed Ms [redacted] ’s response to our letter When we received the original complaint, in accordance with our procedures we thoroughly reviewed and investigated the reload pack as well as the receiving accountAfter speaking with PayPal and Ms [redacted] regarding this issue we have made the decision to issue two PIN’s to Ms [redacted] totaling $as a good faith gesture We place a great deal of importance on customer satisfaction and we want to be sure our customers have a positive experience with our productIf you have any questions, or may be of further service please contact me directlyWith warm regards I remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

May 18, Roman","serif""> Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] Dear Ms***: Receipt of the above styled complaint is hereby acknowledgedWe have attempted to contact Ms [redacted] , via e-mail address and via phone number provided in her complaint, regarding further necessary information needed to investigate the issue with her Gift Card We attempted to contact Ms [redacted] via e-mail on May 14, and via phone on May 18, We have not received the requested information from Ms [redacted] If she will furnish the requested information, we will be glad to investigate and resolve the issueAs always, we strive to ensure our customers have a good and equitable experience with our productsUntil such time as we receive the requested information to correct this issue, we consider this matter closed To properly and promptly research this issue, we need the number of the card in questionYou can fax either a copy of the card and/or receipt to ###-###-#### Please call if you have questions or if I may be of further serviceI remain, Sincerely, [redacted] Chief Operating Officer ITC Financial Licenses, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia ###-###-####

June 9, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled complaint is hereby acknowledgedWe have attempted to contact Ms***’ regarding further necessary information needed to investigate the issue with her PayPal MyCash Reload Card We attempted to contact Ms [redacted] via e-mail on June 3, and the telephone on June 8, to advise her of required documentation needed in order to review her accountIn order to do so, we must have the digit PayPal MyCash PIN on the back of the card, a valid ID and the purchase receipt As always, we strive to ensure our customers have a good and equitable experience with our productsUntil such time as we receive the requested information to correct this issue, we consider this matter closedTo properly and promptly research this issue we need the number of the card in questionYou can fax either a copy of the card and/or receipt to 866-295- Please call if you have questions or if I may be of further serviceI remain, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

August 27, Roman","serif""> Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear [redacted] ***: Receipt of the above styled complaint is hereby acknowledgedWe have attempted to contact Mr [redacted] , via e-mail address and via phone number provided in his complaint, regarding further necessary information needed to investigate the issue with his Gift Card We attempted to contact Mr [redacted] via e-mail on August 21, and via phone on August 24, We have not received the requested information from Mr [redacted] If he will furnish the requested information, we will be glad to investigate and resolve the issueAs always, we strive to ensure our customers have a good and equitable experience with our productsUntil such time as we receive the requested information to correct this issue, we consider this matter closed To properly and promptly research this issue, we need the number of the card in questionYou can fax either a copy of the card and/or receipt to 866-295- Please call if you have questions or if I may be of further serviceI remain, Sincerely, [redacted] Chief Operating Officer ITC Financial Licenses, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

December 2, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] Receipt of the above styled complaint is hereby acknowledgedWe have reviewed Ms [redacted] ***’s MyVanilla Reloadable Debit Card account Each MyVanilla Reloadable Debit Card is accompanied by a printed Cardholder Agreement, which constitutes an agreement between the Cardholder and the issuer of the Card, and sets forth terms and conditions which apply to the CardThe terms and conditions are received with the Card and are available at any time for viewing online at www.myvanilladebitcard.com On November 6, Ms [redacted] ***’s account was blocked because there were numerous transactions on the account that were suspicious in nature These cards have strict restrictions and are reviewed daily to protect our cardholders As standard procedure, we requested documentation from Ms [redacted] to verify her identityOnce we received the documents we forwarded them to our Compliance Department for reviewOn November 17, 2014, Ms [redacted] ***’s account was reactivated and she has since been able to use her 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 causedWe hope that you will find this a satisfactory resolutionI remain, Sincerely, [redacted] Chief Operating Officer ITC Financial Licenses, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia ###-###-####

March 24, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Better Business Bureau Case # [redacted] – [redacted] Dear MsStallone: Receipt of the above styled inquiry is hereby acknowledgedWe have investigated the issue with Ms [redacted] ’s Vanilla Visa Gift Card Ms [redacted] initially contacted our office on January 08, regarding a declined transaction in the amount of $from the merchant Family DollarA dispute packet was sent on January 08, via emailWe received the documentation on January 13, After researching this inquiry, we discovered due to technical issues beyond our control, transactions could not be processed during the time Ms [redacted] was attempting to use Vanilla Visa Gift CardWe have expedited a refund check in the amount of $to the address provided in her complaint We sincerely apologize for any inconvenience this matter has causedThank you for bringing this to my attentionIf you have any questions, or may be of further service please contact me directlyWith warm regards I remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, Inc Brookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

October 27, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled complaint is hereby acknowledgedWe have reviewed Ms [redacted] ’s response to our letter When we received the original complaint and all supporting documentation, in accordance with our procedures we thoroughly reviewed and investigated Ms [redacted] ’s disputeAs mentioned in our last response, all transactions are posted based on the information that is received from the merchantWe thoroughly reviewed all transaction channels and found that the funds were sent via MasterCard to the merchantBecause Ms [redacted] is disputing this transaction, a chargeback has been submitted on her behalf to recover the fundsThe merchant has days to respondIf the merchant does not represent, a credit will be issued to Ms [redacted] ’s account on November 28, We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productWe sincerely apologize for any inconvenience this matter has causedPlease call if you have any questions, or if I may be of further assistance in any wayI remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

August 24, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] : Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Ms [redacted] ’s OneVanilla Prepaid Debit Card Ms [redacted] initially contacted our office on August 9, to inquire about her card balanceOn August 10, she contacted us again disputing an unauthorized transactionA dispute packet was sent via email on several different occasionsWe received the completed dispute packet on and a chargeback was submitted on August 23, to recover the fundsThe merchant has days to represent against the chargebackIf the merchant does not represent by October 7, 2016, a refund check will be issued to the address provided in Ms [redacted] ’s complaint We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productWe sincerely apologize for any inconvenience this matter has causedThank you for bringing this to our attentionPlease call if you have any questions, or if I may be of further assistance in any wayI remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

June 22, Ms [redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms [redacted] Receipt of the above styled inquiry is hereby acknowledgedWe have investigated the issue with Mr***’s PayPal MyCash Reload Card Mr [redacted] contacted us on June 17, regarding an error he was receiving when attempting to load funds to his accountAs standard procedure we requested documentation from Mr [redacted] in order to research this issueAfter researching this inquiry, we found that the card in question was blocked; due to the system rules we have in place to prevent fraudulent scamsWe reviewed Mr***’s information and no fraudulent activity has been reported against his accountWe have contacted Mr [redacted] via email advising him that the account has been released and is now available for loadsMr [redacted] has successfully redeemed his PIN We sincerely apologize for any inconvenience this matter has causedThank you again for bringing this to my attentionIf you have questions, or I may be of further service please contact me directlyWith warm regards I remain, Sincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] I received one missed call no voicemail telling me who to contact was left.I replied to the email explaining the person that purchase the card no longer has it I haven't received an response Regards, [redacted]