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:06/25/2025
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 gift card for a present this December(2024). When I opened it up, the card was damaged and did not have a security code on it. I wanted to check the balance before using it, but I could not do that without a security code. The card was for $100. So I went to the store to see if I could use it, but it could not be used. I came home and called the number on the back of the card and they took a report and gave me a case number. A couple of days later they sent me an email stating that my case had been investigated, but they were unable to approve my case. I called them back several times. I have spoken to a supervisor who sent me to a website that was of no use. In my opinion, the card is fraudulent and has been drained of all the money somehow and through no fault of mine. I have been cheated out of my money.
Business Response
Date: 07/07/2025
We are writing in
response to the concerns reported by *** ***** regarding her Vanilla Visa Gift
Card. We appreciate these matters being brought to our attention.
*** ***** initially
contacted us regarding a damaged gift card and a case was opened on her behalf.
After a thorough review, unfortunately, we were unable to approve the case. Please
know that we take concerns from cardholders very seriously. We have performed a
second level review and found that 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. The case has been finalized in *** *****’ favor and a replacement
card of $100.00 was expedited to her via ***** tracking no. **** **** ****. Our
records indicate that the card was delivered on June 27, 2025.
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:06/25/2025
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.
This company sent me a replacement gift card that still did not work where I wanted to use it. When I called they said they would replace it with a card I can use on the site I wanted to use it on . I waited almost 2 weeks to find out I can still not use it. I contacted them for a refund in cash and now they say it will take another 3weeks. My money in the meantime is tied up. This company does not try to help at allBusiness Response
Date: 07/08/2025
We are writing in
response to the concern reported by **. ****** regarding her Visa Gift Card. We
appreciate these matters being brought to our attention.
We have reviewed
the card account in question and found that the attempted transactions with the
merchant ****** were declined 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 on June
13, 2025, regarding the declined transactions, a replacement card was issued to
her via ****. **. ****** received the card and attempted to add it to a mobile
wallet; however, this was denied because this card product is not
enabled with this feature. **. ****** contacted us again on June 25, 2025, and
requested a refund for the remaining balance. As requested, a refund check of
$29.81 has been sent to her via **** and we ask that she please allow 7-10 days
for receipt. We communicated this information to her via email.
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 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.Customer Answer
Date: 07/09/2025
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:06/23/2025
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 was given a Vanilla Visa Gift card as a gift for 100 dollars. I disputed an unauthorize charge on this card. I was instructed by the teleprompts on the authomated phone call to go to a website and make an account and then I could connect with someone about the problem. I created an account and the website did not work. After hours of trying to find a phone number where I could get a person, I finally reached a human being. I gave the information to the human. Weeks later, I called back and someone told me, they had cancelled the old card and mailed me a new one. I recieved the new one. I made a small transaction on this new card and I believe I threw it away thinking it was the old card. I called the visa number back and told them what I had done and they told me if I did not have the card number that they had sent me, I could not get a refund or a new card. I asked them if they could look up the card number that THEY had sent me through my name and phone number and email address. He said they could not help me if I did not have the card number. There was at least 70 dollars left on this card. I feel the company does have record somewhere of my address and information I gave them and the card they sent me. I want a new card or a refund.Business Response
Date: 07/07/2025
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.
We have reviewed
the card account and found that when **. ****** initially contacted us regarding
her lost Gift Card, a case was opened, and documents were requested. 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. As requested, a replacement
card of $79.10 is being expedited to **. ****** via *****. We ask that she
please allow 3-5 business days to receive 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. We sincerely apologize
for any inconvenience this may have caused. Please contact us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints
Research Team
InComm
Financial Services, Inc.Customer Answer
Date: 07/08/2025
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:06/23/2025
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 four gift cards from ***, and the vendor was Vanilla. The cards were compromised, and I have been trying to get my money back for almost a year. I have uploaded all the required documents on multiple occasions, but they come back and ask for the same thing. I think they are stalling and hoping I won't pursue this.
I need help getting them to respond and process my refund. If they only give me $300, that is fine. It is exhausting dealing with them. I have called over 10 times and have emailed more than that.Business Response
Date: 06/30/2025
We are writing in response to the
concern reported by **. ****** regarding her Vanilla Visa Gift Cards. 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 cards
were fraudulently compromised prior to activation. Our fraud team continues to
investigate this issue. When **. ****** initially contacted our office, a case
was opened and as standard procedure, documentation was requested. Please note,
documentation was received; however, they were only received for three of the
four cards **. ****** mentions in her complaint. The case has been finalized in
her favor, and a refund check in the amount of $317.85 is being expedited via
***** tracking number **** **** ****. We have notified **. ****** of this
information via email and have requested the required documents for the fourth
card in question. As of today, we have not received a response. Once **. ******
provides the required documents, we will complete our review of this matter.We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. We sincerely apologize
for any inconvenience this 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:06/23/2025
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 2 $50 gift cards as a gift.
The first gift card had no issues. The second gift card wasn't able to be used.
I called vanillagift customer service about the issue and they said I need the receipt. I informed them I received the gift card as a gift and have no receipt. The 2nd gift card was most likely purchased at the same time as the 1st gift card at the same merchant. They refused to use the 1st card merchant info to track the 2nd and insist on a receipt I never received.
Im requesting a replacement card for
**** **** **** ****
***** ***Business Response
Date: 06/30/2025
We are writing in response to the
concern reported by ******** ******** regarding their 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. When ******** ******** contacted us on December 29, 2024, a
case was created and as standard procedure, we requested documentation to aid
in our investigation. Documentation was received; however, the purchase receipt
was not provided. 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 activated the
card in ******** ********’s possession with an available balance of $50.00, and
we notified them of this 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.Customer Answer
Date: 06/30/2025
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:06/21/2025
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 express my dissatisfaction with the handling of my fraud dispute regarding Vanilla Gift Card number **************** and dispute case 71147463. My case has remained unresolved for over a year, far exceeding the stated 45-90 day resolution timeframe, and I have been asked for information that is impossible for me to provide.
The details of my claim: The card was a wedding gift received in 1/2024 and I attempted to use the card in spring/summer of 2024 which is when I discovered the funds on the gift card were stolen. The company has demanded a purchase receipt or electronic trail which I do not possess because it was a gift.
The fraudulent transactions occurred on February 29, 2024:
a). ******* ******* at 07:42 EST for $0.35
b). ****** ******** at 09:26 EST for $99.65
.Before losing my physical card after filing a dispute re: the stolen funds, I was able to log into my account and confirm the card was purchased in *************. The fraudulent transactions occurred across the country from both the purchase location and my previous and current residences. This pattern strongly indicates the card was tested with a small charge before the balance was depleted.
My original dispute claim was filed well within the proposed guidelines and included all required information. The lack of resolution within the promised timeframe is unacceptable, and the company's request for a purchase receipt, a front and back photo of the card, and packaging - at this late stage is an attempt to shirk responsibility.
I have been a victim of theft, and the company's failure to address this issue promptly and effectively has only compounded the problem. I have since emailed a similar message to the company and have told them that I will be filing a formal complaint with the Better Business Bureau (BBB) regarding the handling of my case and their failure to adhere to their own resolution timelines. I just want a full refund for the fraudulent charges ($100.00).Business Response
Date: 07/01/2025
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.
Please know that
*** **** initially opened a case via our cardholder website on June 8, 2024,
for two unauthorized transactions totaling $100.00. On September 8, 2024, an
email was sent to *** **** requesting documents to aid in our investigation;
however, we did not receive a response until June 21, 2025. After a thorough
review of the account, we found that 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. The case has been finalized in *** ****’s favor and a
refund check of $105.95 has been expedited to her via ***** tracking number ****
**** ****. Our records indicate that the check was delivered on June 30, 2025.
We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. We sincerely apologize
for any inconvenience this may have caused. Please contact us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints
Research Team
InComm
Financial Services, Inc.Initial Complaint
Date:06/18/2025
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 sister purchased a vanilla gift card for $500 for me on 6/8/25. According to the website, the gift card is active. I have been unable to make a purchase online using the gift card despite multiple attempts and following the instructions provided. I am requesting a refund check for $500.Business Response
Date: 07/01/2025
We are writing in
response to the concern reported by **. ******* regarding her Vanilla Visa eGift
Card. We appreciate these matters being brought to our attention.
We have reviewed
the card account in question and found that the attempted transactions with the
merchant *********** were declined 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. Our records indicate that **.
******* has made successful transactions, bringing the available balance to $282.26.
We attempted to contact **. ******* via telephone to ensure that her concerns
were addressed; however, she did not answer, and a voicemail was left. She has
our direct contact information should she require further assistance.
We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. 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: 07/01/2025
Complaint: ********
I am rejecting this response because: I have attempted to reach ***-***-**** three times and it goes straight to voicemail, I have been unable to reach the staff to request a refund. When I received the vanilla gift card, I was under the impression that I would be able to use it anywhere that a visa is accepted but that is not the case. Thank you.
Sincerely,
******** *******Business Response
Date: 07/10/2025
We are in receipt
of **. *******’s response to our letter regarding her Vanilla Visa eGift Card.
Please know that
we have been in direct contact with **. ******* via telephone regarding this
matter. A refund check in the amount of $282.26 is being expedited to her via
***** tracking no. **** **** ****. We sincerely apologize for any inconvenience
this may have caused.
Please contact us
if you have any questions, or if we may be of further assistance in any way.
Sincerely,
Complaints
Research Team
InComm
Financial Services, Inc.Customer Answer
Date: 07/10/2025
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:06/17/2025
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.
I have two Vanilla gift cards that accounts were put ON HOLD.
card #1 **** **** **** **** for $21.82
card #2 **** ************ for $18.29
Their website has no chat or email option to remove the hold. The number they provide is intentionally incompetent. You enter the card number and it hangs up. There is no "talk to rep" option. I believe this is intentional in order for them to keep profits and make it "not worth my time" to get the hold removed. Unethical.Business Response
Date: 07/01/2025
We are writing in
response to the concern reported by *** ****** regarding her Vanilla Visa Gift
Cards. We appreciate these matters being brought to our attention.
We have reviewed
the card accounts in question and found that these Gift Cards have not been
used since 2019. Please know that we have enhanced security measures in place
for the safety of our cardholders’ funds and due to the cards being inactive,
they were placed on hold in March 2025. We sincerely apologize for any
inconvenience this may have caused. As requested, we are expediting a refund
check in the amount of $40.11 to *** ****** via *****. We ask that she please
allow 3-5 business days to receive the check.
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:06/16/2025
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 ordered 2 gift cards as gifts. Recipient cannot get the card to work. The expiration date isn't being accepted by any merchant. Contacted customer service and none of their fixes worked. I either want the cards to work properly or for the charge to be refunded.Business Response
Date: 06/30/2025
We are writing in response to the
concern reported by *** ****** regarding her Vanilla Visa Gift Cards. We
appreciate these matters being brought to our attention.
We have reviewed the card accounts in question and found no
declined transactions on the card ending in ****. For card ending in ****, the initial
transactions attempted with the merchant *********** * ***** were declined
due to an issue with the CVV code. Additional attempts with this merchant and
****** were declined due to enhanced security policies which prevented further
use of the card in *** ******’s mobile wallet. We sincerely apologize for any
inconvenience this may have caused. In the future, when adding a card to a
mobile wallet, please wait at least 10 minutes before making a mobile wallet
transaction. This allows the system enough time to process your request. As
requested, we have issued a refund in the amount of $150.00 to **. *******’ **********
account, which is the payment method she used to purchase the gift cards. We
ask that she please allow 3-5 business days for receipt of the credit.
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.Customer Answer
Date: 07/01/2025
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:06/12/2025
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 recieved two 200.00 $ gift cards (vanilla) for Christmas of 2024 ,they where both being used and I tried to use at ******* self checkout and both cards where on when I went into store because I checked bal prior to going inside.When I tried to use one it was refused so I tried the other which was also refused and both cards where rendered useless that day. On or about 01/10/2025. Sense then I've called customer service at least 15 times I've copied the mailing address with a picture of my driving license and emailed it to them and was informed it would be thirty days from then that my two replacement cards should arrive at my address sense then I've called twice a month every month ,been asked to verify mailing address over and over, then told it would be 30 days again and again. When I call cs they shoot me down to so called boss who has to be a part of the theft ring because they never deliver my cards,I gave you both card numbers on acc info,I really only want my money but I think one of your people should try to catch them because they are giving vanilla card visas a bad name. My cell phone is ************ or text ************ please use those for point of contact info not my email I hardly check that. Thanks ****** *****.Business Response
Date: 06/26/2025
We are writing in
response to the concerns reported by **. ***** regarding his Visa Gift Cards.
We appreciate these matters being brought to our attention.
Please know that
we have enhanced security measures in place for the safety and security of our
cardholders’ funds. We have reviewed the card accounts and found that the
attempt transactions with the merchant ******** #**** were declined due to the
cards being potentially compromised. As a result, the cards were placed on hold
to protect the funds. We sincerely apologize for any inconvenience this may
have caused.
When **. *****
initially contacted us on January 11, 2025, regarding the declined
transactions, two replacement cards were sent to him via **** to the address he
provided us in **********. **. ***** contacted us again on February 7, 2025,
and advised us that he did not receive the replacement cards and wanted to
change the address to one in ***** ********. As standard procedure, a
Verification of Address document was requested in order to process his request.
The requested document was not received; however, on May 9, 2025, two more
replacement cards were issued to the updated address via **** in an effort to
help resolve this for him. We are unsure as to why the cards have not been
received, and they were not returned to us as undeliverable. In order for us to
proceed, a Verification of Address is required. As of today, the document has
not been received. An email was sent to **. ***** on June 19, 2025, requesting
the document. We are also attempting to reach him via telephone. Once this is
received, we will proceed with a refund.
Additionally,
please know that all calls are recorded for quality assurance. We are reviewing
**. *****’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. 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.
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