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
- 3,390 total complaints in the last 3 years.
- 1,003 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:07/05/2025
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.
Applied for an online Vanilla Gift card for 25.00, totaling 28.95 on 06/29/25 (Gift Card Order# *********) The money was deducted from my *** ****** **** account on 06/01/25. **** ************ *****) but, I never received the funds. The merchant insisted to give me a refund oppose to giving me the funds. I finally agreed but he said it would take 30 days. It didn't take 30 to withdraw from my acct. I want my refund ASAP.
Business Response
Date: 07/18/2025
We are writing in response to the
concern reported by **. ******* regarding his Vanilla Visa Virtual Gift Card.
We appreciate these matters being brought to our attention.
Please know that our top priority
is protecting our cardholders’ funds. We have reviewed the card account in
question and found that the card was potentially compromised. As a result, the
card was placed on hold in order to protect the funds. **. *******
contacted our office on June 29, 2025, and a refund case was created. The
case was finalized, and a refund in the amount of $28.95 was issued directly to
his payment method used to purchase the gift card. We sent an email to **.
******* on July 10, 2025, advising him of this information and to please allow
3-5 business days for the credit to be available.
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.Customer Answer
Date: 07/18/2025
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. Refund received, thanks.
Sincerely,
***** *******Initial Complaint
Date:07/03/2025
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.
i purchased a $40 gift card from ********* and when calling to activate it, you have to peel the sticker off and the sticker peeled off the middle eight numbers completely off. I triedcalling the store tried calling there was nobody to talk to. I looked online and it said to open a case so I did because I opened the case. They said I have to wait 15 days before they decide on a resolution or 3 to 5 days I’ve called them. hung up on me. They’ve been rude. They won’t give me any answers. They don’t ask for a copy of the card. They don’t ask formy receipt nothing I keep asking when I’ll get my $40 plus I had to pay an activation fee and they say they don’t know I have to wait.Business Response
Date: 07/17/2025
We are writing in response to the concern
reported by **. ******** regarding her **** Gift Card.
We appreciate these matters being brought to our attention.
Unfortunately, **. ******** 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. **. ******** created a case via our cardholder website on June 28, 2025,
and it was finalized in her favor. A replacement card in the amount of $40.00
was mailed to her on July 3, 2025, and our records show it was delivered. **.
******** has since been successful in spending the funds and has a remaining
balance of $1.81.Additionally, please know that all calls are recorded for
quality assurance, and we are reviewing the handling of **. ********’s
interactions with customer service. If her calls were not handled with the
appropriate level of care and accuracy, we will take corrective action to
ensure better future results.We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. We sincerely apologize
for any inconvenience this matter has caused. Please contact us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research
Team
InComm Financial
Services, Inc.
Initial Complaint
Date:07/03/2025
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.
I moved into a new apartment that promised a $1,000 gift card as part of a move-in incentive. I received the gift card from TheGiftCardShop (operated by InComm) on June 12, 2024. However, the card was not usable and could not be redeemed.
I contacted InComm customer service on June 13, and after several follow-ups, I received an email on June 23 confirming that a refund via check would be issued and delivered within 7–10 business days. As of July 2, I was informed over the phone that the check still had not been mailed. Throughout this process, InComm and the apartment management have pushed responsibility back and forth without providing a resolution.
This delay and lack of accountability have caused unnecessary stress and wasted my time. I believe I have been misled and denied what was contractually promised.
I am prepared to escalate this matter further if no response is provided in a timely manner. I am requesting BBB's assistance to hold InComm accountable and help resolve this issue professionally.Business Response
Date: 07/17/2025
We are writing in response to the
concern reported by ***** **** regarding their **** eGift Cards. We appreciate
these matters being brought to our attention.
Please know that our top priority is
protecting our cardholders’ funds. We have reviewed the card accounts in
question and found that the cards were potentially compromised. As a result,
the cards were placed on hold in order to protect the funds. ***** **** contacted our office on June
13, 2025, and a refund case was created. We regret the case was not resolved timely. We are reviewing the
handling of the case and will be sure to appropriately address any
opportunities found. A refund check in the amount of $1,000.00 is being
expedited via *****, and we ask ***** **** to allow 3-5 business days
for receipt.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.
Initial Complaint
Date:07/01/2025
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 am writing to formally complain about the ongoing issues I have experienced with two VISA gift cards purchased through your company, as well as the unsatisfactory resolution process.
Summary of Issues:
1. Initial Card Failure (Card #****): On June 6, I purchased a $500 VISA gift card (ending in ****), which was later declined at a ******* store despite having the full balance available.
2. Replacement Card Failure (Card #****): On June 21, I received a replacement card (ending in ****), which was also declined at a store.
3. Documentation Request & Invalid Address Claim: After contacting customer service, I was instructed to submit:
Proof of purchase
A copy of my driver’s license
A utility bill confirming my address
Images of the front and back of the card
I complied with all requirements, yet today I received an email stating my address was "invalid" and was asked to provide another address. This is unacceptable—my driver’s license and utility bill clearly show the same valid address.
The repeated card failures and lack of a functional resolution process have caused significant inconvenience. The request for additional documentation after I already provided a valid government-issued ID and proof of address is unreasonable and suggests either incompetence or bad faith.
I demand immediate assistance to issue a working replacement card with guaranteed functionality, along with compensation for the time and hassle this has caused.Business Response
Date: 07/14/2025
We are writing in
response to the concern reported by ***** ** regarding their Visa Gift Card. We
appreciate these matters being brought to our attention.
We have reviewed the card account and
found that the attempted transaction with the merchant ******** #**** was
declined due to the card being potentially compromised. When ***** ** initially
contacted us on June 15, 2025, regarding the declined transaction, a replacement
card was sent to them via ****. On June 18, 2025, the replacement card was placed
on hold due to enhanced security measures in place for the safety and security
of our cardholders’ funds. We sincerely apologize for any inconvenience this
may have caused. When ***** ** contacted us regarding the hold, 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, we have
approved the case in ***** **’s favor. Please know that we are expediting a
refund check of $500.00 to ***** ** via *****. We communicated this information
to them via email.
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.Initial Complaint
Date:06/30/2025
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 purchased a Secure Spend VISA Gift Card at my local ****** ******* store and placed $200 on it in January 2025. I tried to make a purchase on February 1st at an ******** ***** store and the card was declined. I called and after 2 hours trying to speak with several people the heavy accented "customer care" service supervisor stated "due to security reasons" the card was declined. I asked what the security breach was at an ******** ***** store and they couldn't tell me. I then waited another hour and they finally agreed to issue me a refund to my address. I received nothing and called back in March 2025. I was told they issued my refund check and to wait 7-10 business days. I then called back in April 2025 and was told again it was issued and to wait 7-10 business days. I called again on May 16th, May 30th and then June 30th 2025 and again kept telling me to wait 7-10 business days. I believe no check is being issued and they are just told to tell me the same thing over and over to keep my $200. On June 30th I stated "i know you aren't going to issue me anything and just want to get me off the phone so just send me another GC" and they refused. Again no resolution. How do they have an A+ on BBB, I don't understand they are the worst and want to just scam and keep your funds.Business Response
Date: 07/11/2025
We are writing in response
to the concern reported by *** ****** regarding his SecureSpend Gift Card. We
appreciate these matters being brought to our attention.
Please know that our top priority is
protecting our cardholders’ funds. We have reviewed the card account in
question and found that the attempted transaction 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. *** ****** contacted us on
February 2, 2025, and a refund case was created. On February 24, 2025, a refund
check for $200.00 was sent via **** to the address he provided, which matches
the address in the complaint. A new refund check was expedited via *****
tracking **** **** ****, and our records show it was delivered on May 23, 2025.
We do not know why *** ****** did not receive the checks and they have not
returned as undeliverable. We confirmed the check issued via ***** is outstanding.
It was voided, and a new check was expedited via ***** tracking **** **** ****.
Our records show it was delivered on July 7, 2025. If *** ****** has not
received this check, we ask that he please contact us at the email provided
below.Additionally, please know that all
calls are recorded for quality assurance, and we are reviewing the handling of **.
******** interactions with customer service. If his calls were not handled with
the appropriate level of care and accuracy, we will take corrective action to
ensure better future results.We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. We sincerely apologize
for any inconvenience this matter has caused. Please contact us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints
Research Team
InComm
Financial Services, Inc.
Customer Answer
Date: 07/14/2025
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. Unfortunately, the first **** mail was delivered to a neighbor and was returned, I was able to speak to that neighbor and retrieve the ***** package. This is the information I requested several times from the phone operators I was speaking with and they couldn't provide me a mode of delivery or tracking information.Thank you for getting this resolved.
Sincerely,
***** ******Initial Complaint
Date:06/29/2025
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 purchased 3 gift cards from ******* and neither are valid. ******* took my money and asked me to contact the gift as they are the only ones who can handle this claim. No refunds can be issued from *******. The gift card company claims to have no knowledge of the sale and need 15 days to complete an investigation. This is embarrassing as the cards do not work. I spent at least an hour contacting the company on several occassions asking for resolution to this matter. This seems to be a consummer fraud scam between ******* and the gift card company to take consummers' money and perhaps rectify the situation at a later date utilizing the money without having to pay consummers interest for the use of the money. Currently I have been 7 days without access to the gift cards I paid for. ******* is selling a bad product and absolving themselves from this issue. I would like an investigation please. I think the media should be involved because this is probably happening to many people and some might just give up as they requested copies of the cards front and back, copy of my identification and copy of the receipt. to someone who is not so computer literate or elder this might be a big challenge with this company benefits from and I wonder what kickbacks do ******* receive?Business Response
Date: 07/11/2025
We are writing in
response to the concern reported by *** ****** regarding her MasterCard Gift
Cards. We appreciate these matters being brought to our attention.
Please know that
when a card is purchased, the point of sale triggers the activation of the
card. We were unable to locate any attempts made to activate these cards.
Unfortunately, we were unable to find any evidence these three cards were ever
given any value. When we were initially contacted on June 25, 2025, a case was
opened, and as standard procedure, we requested documentation to aid in our
investigation. The documentation was received, and the case was resolved in **.
******’ favor. We activated the cards on July 2, 2025; however, the merchant
deactivated two of the cards ending in **** and **** on July 8, 2025, and will
be refunding *** ******. If *** ****** does not receive the refund, she will
need to contact the merchant for further assistance. We attempted to contact
*** ****** via telephone to advise her of this information, but she did not answer,
and a voicemail was left.
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.Initial Complaint
Date:06/27/2025
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 have a Vanilla Gift Card that I attempted to use at a Mexican restaurant in January of 2025. I was overcharged by the restaurant because they said the gift card was declined when running it, but the card had actually been charged.
I filed a BBB complaint regarding this, complaint #********, and this was resolved by the restaurant refunding me the full amount, $113.74, that I was overcharged. I checked the balance of the card in January by calling the customer service line on the gift card and that full amount was stated to be on the card.
I tried using the card recently for a purchase and it was declined. I called the customer service line on the gift card, and they asked me to send an email with the receipt of the refund. I sent this receipt via email as requested to ******************* on Jun. 16th, 2025. I called after a few days of not hearing from them and they said it would take them five business days to review and come to a decision. It is now, 6/27/25 and I still have not heard back from them. The card does not expire until 9/2028, so there is no reason they should have inactivated the funds on the card.
I am requesting that the full amount aforementioned in the complaint be activated to the card as soon as possible and not be inactivated again. Emails to and from Mexican restaurant with picture of refund receipt and email to Incomm attached as PDF.Business Response
Date: 07/11/2025
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.
After researching this inquiry, we found that the card in
question received a credit on January 16, 2024, in the amount of $113.74 from
the merchant ******* ******* ****. This credit created a balance greater than
the face value of the gift card. As standard procedure, we requested
documentation supporting the transaction in order to release the account. The
requested documentation was received, and **. *******’s card has been
reactivated, and we notified him via email. We are truly sorry for the delay in
resolving this matter as it is not our standard.
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 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.Initial Complaint
Date:06/27/2025
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 purchase a Mastercard gift card for $450 at *** on 06/02/25, I activated the card and immediately charges started to come off of the card the I didn't authorize, my card was then frozen and I contacted the gift card company to dispute all of these charges, I've researched this and it shows it's been happening a lot with gift card fraud.Business Response
Date: 07/09/2025
We are writing in
response to the concern reported by *** **** regarding his MasterCard
Gift Card. We appreciate these matters being brought to our attention.
*** **** initially opened a case via
our cardholder website on June 15, 2025, for multiple unauthorized transactions
totaling $284.02 on his Gift Card. Chargebacks have been submitted in an
attempt to recover the funds. The final resolution of *** ****’s claim will be
completed as quickly as possible, but no later than September 13, 2025. We will
submit the results of our investigation to *** **** in writing within three
business days after the investigation is completed. We advised him of this information
via email.
Additionally, please know that at the
request of *** ****, a replacement card with the remaining balance of $117.87
has been expedited to him via ***** tracking no. **** **** ****. Our records
indicate that the card was delivered, and the funds have been depleted.
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.Initial Complaint
Date:06/27/2025
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 have two Vanilla gift cards for $150 that has expired. I was able to get one replaced successfully. However for the other I have contacted the business on multiple occasions and opened a case to try and get a replacement card. The company has requested documents be sent via email and I have complied with this request however I have not received a replacement thus far. Each time I contact them they say that they did not receive the email and I should send the documents again. I sent documents on 6/14, 5/16, and 4/20. I know that the documents are correct because I used them when I had another card replaced.Business Response
Date: 07/11/2025
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.
We regret that
**. **** did not receive his replacement card in a timely manner. We are
reviewing the handling of his case and will be sure to appropriately address
any opportunities found. We have reviewed the card account in question and
found that **. ****’s card expired on July 1, 2024. When he initially contacted
us on February 14, 2025, regarding two expired cards, a case was opened, and
documents were requested. The documents were received; however, only one of the
expired cards was replaced. We sincerely apologize for any inconvenience this
may have caused. Please know that we are sending the second replacement card to
**. **** via **** and ask that he please allow 7-10 business days to receive
the card. We communicated this information to him 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. 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.Initial Complaint
Date:06/27/2025
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.
My parents purchased a Vanilla Gift Card on 12/3 for $200. I opened the giftcard and activated it on June 26th for 2 separate transactions on **********. These transactions were immediately declined. I tried a few more times as I had just checked the balance and I had the full $200. I logged on to check the balance again through vanillagift**** and it was $0.00. A ***** ********* ****** had placed 2 separate transactions for $100 just a few minutes after i attempted my ****** orders and those transactions were sent through. I can't make a report online even though Vanilla Gift Cards claims you can report it. You also can't call the number on the back of the card for a real representative. I searched a number for Visa and reached out to someone who transferred me to a live representative for Vanilla Gift cards. This boy was telling me those transactions can't be placed on hold because they were processing and they had to see if the merchant was going to accept it or not. If the merchant accepts then I have to file a dispute to try to get my $200 back. If they dont then the money will be returned, however, I can't call for clarification until July 7th. The boys refused to assist any further and said Vanilla couldn't and wouldn't do anything about it. Even though the fraud came from their company. When I had informed him of the scams previously listed on their behalf he giggled. I just want the $200 i was gifted.Business Response
Date: 07/09/2025
We are writing in
response to the concern reported by *** ******** regarding her Vanilla Visa Gift Card. We
appreciate these matters being brought to our attention.
*** ******** initially contacted us on June
26, 2025, regarding two unauthorized transactions on her Gift Card totaling $200.00.
At the time of the call the charges were still pending so we were unable to
open a dispute. We advised her to call us back once the charges settled to the
account so a dispute could be opened. Upon receipt of this complaint, a dispute
case was opened on *** ********’s behalf. 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 approved *** ********’s dispute. A replacement
card of $200.00 has been expedited to her via ***** tracking no. **** **** ****.
Our records indicate that the card was delivered on July 3, 2025.
Additionally, please know that all
calls are recorded for quality assurance. We are reviewing *** ********’s interactions
with customer service and if her 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 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.
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