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
- 3,383 total complaints in the last 3 years.
- 1,000 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:06/09/2025
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.
Purchased a gift card for my son with money he got for his birthday so he could use it online. He made a purchase on ****** and had a refund on ******. When he went to use the card again a purchase had been made on the card with a technology company based out of Texas called ********** ********* that sells equipment for leak detection and flare monitoring for what looks like the manufacturing industry.
I submitted a dispute for the charge through *************** and got a message it would be researched and would get an answer in 45-90 days. There is no way to speak with someone, the only option is the online form for dispute.
I did finally receive a letter via email close to 90 days after the dispute was submitted saying that a thorough investigation was conducted using the information I provided and that my dispute would not be approved.
Is there any assistance available to research the purchase made with this gift card with that company ********** ********* to see who the order was placed by and provide better evidence to Vanilla Gift/Visa to have the charge disputed and reversed for my son?
Business Response
Date: 06/19/2025
We are writing in
response to the concern reported by ***** ******* regarding their Visa Gift Card.
We appreciate these matters being brought to our attention.
***** ******* initiated
a dispute case via our cardholder website for an unauthorized transaction of $175.50
on their Gift Card. After a thorough review of the account and evaluation of
the evidence provided, we were unable to approve the dispute. We are only able
to refund any amounts recovered from the merchant and in this instance, we are
unable to recover the disputed funds. A replacement card with the remaining
account balance of $1.43 was sent to them via ****.
Please know that
we take concerns from our cardholders very seriously. We have performed a
second level review and based on our findings, we have overturned our initial
decision. A credit of $175.50 has been added to the replacement card ending in ****.
We communicated this information to ***** ******* via email.
We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. We sincerely apologize
for any inconvenience this matter has caused. Please 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:06/09/2025
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 virtual gift card by my brother for my birthday. The card will not work on any websites citing an authentication error. I called TGCS and they told me it was because I was saving the card. This happens when I check out as a guest, use ******, attempt to use ****** ***, and everything else.
I have a card for 150 I cannot use. I want my functional money returned. ****** informed me this is a common issue with TGCS.
I do not want a replacement card from them, either, as they seem incapable of handling gift cards. I do not trust their ability to handle and process things on e-commerce platforms.Business Response
Date: 06/24/2025
June
24, 2025
Ms. Kinya Boyd
Better Business
Bureau
277 Martin Luther
King Jr. Blvd. Ste. 201
Macon, GA 31201
Re: Better Business Bureau Case # ******** - *********
**********
Dear Ms. Boyd:
We are writing in response to the
concern reported by **. ********** regarding her Visa Gift
Card. We appreciate these matters being brought to our attention.
Please know that the safety of our
cardholders’ funds is important to us. We have reviewed the card account and
found that the attempt to
add the card to an E-wallet through ****** was declined due to measures in
place for the safety and security of our cardholders’ funds. Additionally, the
declined transactions by the merchant **** were due to being processed as
recurring billing. This product is intended to be used as a one-time payment
method and is not eligible for recurring transactions. We sincerely apologize
for any inconvenience this may have caused. As requested, a refund check
in the amount of $150.00 is being expedited via ***** tracking **** **** ****,
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. 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:06/07/2025
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.
On May 22, 2025 I bought a Vanilla Visa card for $100.
My son got the Vanilla Visa for a present. He made a purchase accidentally on his ****. He tried to get it refunded. When this happened it "disputed" every transaction and put the card on hold.
When we call the service number it says we already have a case, please go to the website.
When we go to the website it says to call the service number immediately.
We have tried and tried to fix this.
The card is unusable. This is a horrible service loop that we cannot get around. There are no options to speak to anyone and the options you give cannot help. The card has been placed on a permanent hold so the refund can't finalize from ****. The card is now useless.Business Response
Date: 06/16/2025
We are writing in
response to the concern reported by **. ****** regarding her son’s Vanilla Visa
Gift Card. We appreciate these matters being brought to our attention.
A dispute case was initially opened via our
cardholder website on June 3, 2025, because **. ******’s son mistakenly made a
transaction with the merchant **************. We understand that **. ******
would like to cancel the dispute due to the merchant returning the funds on
June 5, 2025. We have been in direct contact with **. ****** and as requested,
the dispute was cancelled, and the card has been activated with an available
balance of $30.49.
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: 06/16/2025
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:06/07/2025
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 used the gift card to make two purchases, both of which I ended up returning as I changed my mind. The money was transferred back to the vanilla gift card I was gifted, however, the moment they received the return money, Vanilla gift card decided to freeze my account. At this point I have zero access to anything related to the card. I call Vanilla gift card, they ask me to ask the person who gifted the card give them a call. The person who gifted the card called and they tell her I need to call to resolve the issue. I call a third time, they tell me the person who bought the gift card needs to call. At this point I have lost all patience and asked to speak to a supervisor. I got a hold of a supervisor and they created a case for my issue and asked me to send a copy of the return receipts to a specific email. I followed through, waited some time and I didn't receive any form of communication back since I sent the email. I called yet another time to check in on my case number, only to find out they claim the number on the receipt does not match the number of the card. They do not provide any form of solution and they are now withholding the money that was gifted to me.Business Response
Date: 06/20/2025
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.
After researching this inquiry, we found that the card in
question received credits on April 8, 2025, and April 9, 2025, totaling $241.40
from the merchant *********. Please note, the original charge was made by the
merchant ********* and had a different merchant ID. As a result, the card was
subsequently deactivated. In the event goods or services are returned we
request a receipt from the initial purchase as well as the return to ensure no
error has been made and no fraud committed. After reviewing the receipts, we
reactivated the card and notified **. ***. Our records show she has
successfully depleted the funds.We place a great
deal of importance on customer satisfaction and want to be sure that our customers
have a positive experience with our product. We sincerely apologize for any
inconvenience this matter has caused. Please call us if you have any questions,
or if we may be of further assistance in any way.
Sincerely,
Complaints Research
Team
InComm Financial
Services, Inc.
Initial Complaint
Date:06/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
WARNING I WAS RIPPED OFF ALMOST $100
Purched a card for $200, i made 1 purchese for $100.00. 15-20 min later the card was used leaving about $3 on it
I called customer service and was told to wait 10 day till the purched goes from pending to posted ..
Now i cant check the card at all as its locked on hold .
I've read a lot of the reviews from customers and seems that almost ever person has the same issue.
This is only my apinion to what im about to say, Based on what ive read i'm concerned that the company or an employee with Vanilla could br responsable for this .
The time of activation to the unautheraized use are to simular, the fact the my card was in plastic when i purched it only leaves 2 posibilites that vanilla is compromised and a hacker is stealing the funds, or vanilla is .
Call the police if this happens to you, and make sure to save the card information by printing the account balance page before calling anyone . Vanilla locked me out and i cant get nothing ftom it ... I will be calling a lawyer in Toronto and posibilely start a class Action against Vanilla .Business Response
Date: 06/19/2025
We
are writing in response to the concern reported by **. ******** regarding his Vanilla
MasterCard Gift Card. We appreciate these matters being brought to our
attention.
**. ******** initially
contacted us on May 31, 2025, disputing unauthorized transactions totaling
$96.73 made on his card account by the merchant ***********. Since the charges
were pending, we advised him to contact us back once they settled to the
account so a dispute case could be opened. As standard procedure the account
was placed on hold in order to protect the remaining funds. **. ******** called
us back after the charges settled, but unfortunately the call was disconnected
before a case could be opened.
A case has been opened on
**. ********’s behalf, and after a thorough review of the account and
evaluation of the evidence provided, we are unable to approve the dispute. We
are only able to refund any amounts recovered from the merchant and in this
instance, we are unable to recover the disputed funds. A replacement card for
the remaining account balance of $3.27 has been sent and we notified **.
******** of this information via email.
Additionally,
please note that on the back of the gift card you will find our website address
and customer care phone number. We encourage our customers to always use the
website address and phone number as shown on the gift card when checking the
balance.We place a great
deal of importance on customer satisfaction and want to be sure that our
customers have a positive experience with our product. 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: 06/21/2025
Complaint: ********
I am rejecting this response because: I will proceed to take this matter to court. The reviews on ****** about how money goes missing from other customers looks kike a scam by this company
Sincerely,
****** ********Initial Complaint
Date:06/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In early May I bought a Visa gift card, which is managed by Incomm. I still had $27 on it when it was frozen. I called their customer service and was told it was frozen due to suspected fraudulent activity and they would mail me a replacement. I never received it. I've called 3 times total. The last time I was told I need to email them to verify my address. I did that, and received a response that the mail I was told to use to email them was insufficient. I sent them what the email response specified, and no response. Still no card.
There was never fraudulent activity on the card. They froze it, and have kept the money. I have no evidence that they sent a replacement, and they can not provide a tracking number when I've called.Business Response
Date: 06/19/2025
We are writing in response to the concern
reported by **. ********** regarding his ****** Visa Gift Card. We appreciate
these matters being brought to our attention.
Please know that the safety and security of our
cardholders’ funds is important to us. We have reviewed the card account in
question and found it was placed on hold due to potentially being compromised.
When **. ********** contacted our office on May 5, 2025, a replacement card was
expedited to him at the address he provided, which matches the address listed
in the complaint. A second replacement was expedited on May 14, 2025, since he
did not receive the first replacement. We do not know why he has not received
the cards and they have not returned to us as undeliverable. A new replacement
card was expedited via ***** tracking **** **** ****, and our records show it
was delivered on May 28, 2025. We attempted to contact **. ********** to
confirm receipt but were unable to reach him. A voicemail was left with the
tracking information and our direct contact information should he require
additional 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. We sincerely apologize
for any inconvenience this matter has caused. Please call us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research
Team
InComm Financial
Services, Inc.Customer Answer
Date: 06/20/2025
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:06/04/2025
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 Vanilla gift Visa gift card from *** in **** ******** on 5/29/25 for $350 immediately upon purchasing the card I opened it the last 4 digits of the card number were visibly scratched off and so was the CVV I went back into the store and they said there’s nothing they can do for me and to file a claim with the company which i did immediately on 5/29 it is the end of day 6/4 I have still let to hear any response from the company no calls or emails regarding my claim which I feel is extremely unprofessional considering the amount of money spent and how quickly I filed my claim there is no way for me to contact them regarding this other than the emails I’ve already sent that have not been responded to my claim number is ********Business Response
Date: 06/18/2025
We are writing in response to the
concern reported by **. ****** regarding her Visa Gift Card. We appreciate
these matters being brought to our attention.
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. A case was opened for this matter when **. ****** contacted us on May
29, 2025, and was resolved in her favor on June 4, 2025. A replacement card was
expedited via ***** tracking number **** **** **** and our records show it was
delivered on June 9, 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 call us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research
Team
InComm Financial
Services, Inc.Initial Complaint
Date:06/04/2025
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 buy prepaid cards all the time due to a breach and I do not want to put my banking information on my phone or online. I’ve lost a lot of money this way because of ********** ( vanilla) freezing my money and never allowing me to use it as they are doing once again. After waiting a week to get a refund, I had disputed an unknown transaction and they are freezing my funds and not processing this issue. It is stuck and has been for over a week now and I have no access to my money. This is not a credit card tjis is my money I put on this card. I want it released to me so I can never use this company again. I’ve already provided screenshots of the information due to this being my second request at BBB.Business Response
Date: 06/17/2025
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.
**. **** opened a dispute case via
our cardholder website on May 31, 2025, for an unauthorized transaction in
the amount of $20.10 made on her card account by the merchant ****** ****. As standard procedure the card was placed on hold to
protect the balance. After a thorough review of the account and evaluation of
the evidence provided, we approved the case in her favor on June 8, 2025. A
replacement card was issued to her, and our records show it was received and
activated. **. **** has since been successfully spending the funds.
Please know that Visa regulates the timeframes for
chargebacks and dispute resolution. While we make every effort to resolve
disputes as quickly as possible, it may take up to a maximum of ninety days for
final resolution.We place a great
deal of importance on customer satisfaction and want to be sure 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:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a vanilla visa (purchased 6/1/25) for my daughter to use on a class trip. Marketed as “use anywhere”. She was unable to use it any of the places she tried it including an amusement park, ***** *** *, ******, *********, and souvenir shop. She came home this evening and I am trying to use it online and have been unable to at *********, ****** and *****. I logged in and activated the card on 6/1/25 and it says it has a $100 balance but I am unable to figure out anyplace to actually use the card! It was $106 including the purchase fee.Business Response
Date: 06/17/2025
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 and found no declined
transactions. **. ****’s gift card is active and can be used to purchase goods
and services with in-store and online merchants. Our records show **. **** is spending
the funds and has a remaining balance of $87.03.
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: 06/19/2025
Complaint: ********
I am rejecting this response because: Every other place I listed that I tried the card said “invalid zip code”. I’ve since tried it every single time I buy something online from various retailers and keep getting that response. I was able to use it at **** ******* on 6/15, after a month of trying it at a variety of retailers both online and in person. So no, the transactions are not declined, they don’t even try to process. I guess I will just buy $100 of **** ******* as that is the only place out of dozens I’ve found it to work. The other issue is that you can’t use it for a partial payment so it’s going to be impossible to use the entire balance of the card. It will end up with low dollar and cents balance that is unable to be used. Other gift cards I’ve used will just take off the remaining balance of the card and then you can pay the rest of the transaction with another card or cash. But this one it seems like that is not an option. All in all, I will be sure to highly discourage anyone from buying these, as it’s a total scam and false advertising that it is able to be used anywhere Visa is used.
Sincerely,
***** ****Business Response
Date: 06/26/2025
We are in receipt of **. ****’s response to our letter
regarding her Visa Gift Card.**. ****'s Gift card was purchased and activated on June 1,
2025. When we received the complaint she filed on June 4, 2025, we were unable
to locate any attempted transactions. The only activity on the card account was
a call into the IVR to activate the Gift card on June 1, 2025, and a few visits
to our Cardholder website and Card Verification activity through ***** all on
June 3, 2025. During the course of our investigation, prior to our
response, we discovered **. **** completed a successful transaction on June 15,
2025, with the merchant **** ******'s.
Since we responded to the original concern on June 17,
2025, **. **** has been able to complete two more successful transactions. On
June 19, 2025, a successful transaction with the merchant ** ***** was
completed, followed by a successful transaction with the merchant ** ****** on
June 23, 2025.
On June 19, 2025, we found attempts with Visa Provisioning
Service that were declined because a gift card cannot be used by merchants with
Merchant Category Codes associated with financial institutions. Additionally,
this Gift card does not support mobile wallet. Lastly, in regards to the
verification activity with *****, if **. **** was attempting transactions
through *****, please know that the card cannot be used for digital money
transfers.
The card is currently active and ready to be used, with an
available balance of $5.21. 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:06/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a $500 vanilla Visa card from ********* and it was a fake card. I showed all of my proof of card, envelope and receipt to ********* and emailed all documents to the company incomm and neither will refund me my money. They said they will only give me $10.00 out of the $500.00 back.. The manager of ********* even vouched for me with the gift card company.Business Response
Date: 06/13/2025
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.
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. A case has been opened on her behalf and finalized in her favor. A refund
check in the amount of $505.95 was expedited to her via ***** tracking number ****
**** **** and our records show it was delivered on June 9, 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 call us if you have any
questions, or if we may be of further assistance in any way.
Sincerely,
Complaints Research
Team
InComm Financial
Services, Inc.
Customer Answer
Date: 06/13/2025
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,
******* *****
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