Reviews
This profile includes reviews for InComm Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 510 Customer Reviews
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Review fromDiane C
Date: 11/10/2022
1 starI received a $50 Vanilla Visa for my birthday. The packaging was completely in tact, however when I opened the card and went online to view the card it showed that that morning the entire $50 had been used at a Barbershop. I called the Customer Care number on the Website and told them what had happened. They informed me that the card did have a zero balance and had been used as indicated. I asked to file a complaint and after asking for a supervisor I was put on hold for and 90 minutes - at which point I finally hung up. This company should NOT be in business. There are no appropriate customer service security measures in place. They do not require that you activate the card online before being able to use the funds, calls are not recorded when calling customer service, they appear to use a strategy of putting customers on hold and NEVER answering calls. Then, when you do get a live person you are told you must wait 45-90 days for them to conduct their investigation - at which time I sincerely doubt they award you with the money that you are owed! I intend to file a complaint with the ****************, *********** and the Better Business Bureau. My elderly mother purchased this for me and is on a fixed income. The fact that you are allowed to STEAL and not be held accountable is unacceptable. If need be, I will also contact the US Attorney's Office to file a complaint for fraud.
InComm Financial Services, Inc.
Date: 11/23/2022
We truly value our customers and regret that you had a less than pleasurable experience with our product. Our disputes team attempted to contact you via email regarding additional information that is needed to dispute the unauthorized charge made to your card; however, we have not received a response. Once we receive the requested information, we will attempt to recover the funds on your behalf. We are reviewing your interactions with customer service to ensure your calls were handled with the appropriate level of care and accuracy and will address any errors if found. We apologize for any inconvenience this may have caused and look forward to hearing from you.Review fromJulie Z.
Date: 11/09/2022
1 starThis is my 2nd complaint against Vanilla Visa Gift Cards. I requested a paper check as a refund as I am fed up with this company for NEVER following through on what they have told me. On ***. ***, 2022, I spoke to "Eli" and requested a refund of a paper check mailed to my home address, he told me it would be 3 to 4 weeks before I got the check. Here we are at 4 weeks and one day and I am being told that it has NOT been mailed out!! I am currently on hold and have been waiting for a "supervisor" now for over 20 minutes, and I've been trying to find out the reason why they didn't follow through with mailing the refund check when they told me they would!! My call is now at 1 hour 14 minutes! No one will give me an answer, they're telling me that they're escalating it, but what the world does that mean!! I will NEVER and I mean NEVER purchase a Vanilla Visa Gift card again and I will keep making complaints here as long as I have too!! The "supervisor" must be very busy talking to other very upset customers!! Or there really isn't a "supervisor" to speak too!! They have had my $154.12 for 5 months now!! I WILL not wait another 3 to 4 weeks for another check, they better have a different solution because this is RIDICULOUS!! This company is very incompetent, especially their employees!! Oh and by the way "Ryza" the supervisor just informed me that my status was just changed today, oh imagine that the day I call to have a refund check mailed to me, Now I'm on hold for a "manager"!! This is RIDICULOUS!! Of course she didn't know why it just got switched to that status the day I call, 4 weeks and 1 day!! I am reading ALL of the complaints about your company on this site and it's UNBELIEVABLE to me how many people have the same or very similar complaints as mine!! I WILL not STOP making complaints until this is resolved to MY satisfaction, because after all the customer is always right, except with your company!! You have basically stolen my money!!InComm Financial Services, Inc.
Date: 11/11/2022
We truly value our customers and regret that you had a less than pleasurable experience with our product. A refund check is being expedited to the address you provided. We are reviewing your interactions with customer service to ensure your calls were handled with the appropriate level of care and accuracy and will address any errors if found. We apologize for any inconvenience this may have caused. Thank you for choosing Vanilla and allowing us to resolve this matter for you.Review fromJody L
Date: 11/06/2022
1 starI purchased gift cards totaling almost $3000 to use on ******, nowhere on the jacket of the card does it say it cannot be used on ******, I called to get a refund for the cards because I have no money other than these cards to pay my bills which I use ****** so to keep my records straight. I was told it was because I was trying to send cash or wire transfer and on some of it I guess I was because I have heart problems and cannot do things like cut my grass so I pay them through ****** but I also tried to pay my mortgage which is not a wire transfer and every transaction I tried to do was denied, I asked for the refund and they told me it would take 3 weeks for them to mail me a check(now when I cash the check won't I get cash for it). I advised them I could not wait 3 weeks for my money to credit my credit cards back the money I spent on the cards and they told me they could not. I spent 4 and 1/2 hours on the phone trying to get satisfaction only to be hung up on by 2 supervisors. I need to get my money back so I can pay my bills before they are over due and I have to pay late charges. I am on disability and I only get a small amount each month to live on.InComm Financial Services, Inc.
Date: 11/09/2022
We truly value our customers and regret that you had a less than pleasurable experience with our product. A refund check is being expedited to the address you provided. We are reviewing your interactions with customer service to ensure your calls were handled with the appropriate level of care and accuracy and will address any errors if found. We apologize for any inconvenience this may have caused. Thank you for choosing Vanilla and allowing us to resolve this matter for you.Review fromBeatriz R
Date: 11/04/2022
1 starI just purchased the gift card on **/**/22 to use on online purchases and loaded it with $400, I worked just fine with small online purchases that were less then $20. When I tried to make a larger purchase of around 150 (with at least 300 still on card) it says the account is locked.
When i tried to look up the card on ****** **** account where I put it in to use on my phone it says unavailable.
I am now on a line with a customer service representative after being on the line for over 20 mins and after initial information was given (the card number) they asked for the serial number on the card and are saying it does not work/exist and are trying to look it up still.
I just want to get my money back.
I will never purchase another gift card from this company againInComm Financial Services, Inc.
Date: 11/08/2022
We truly value our Vanilla customers and regret that your experience was less than pleasurable. We contacted you via email and you advised that your issue has been resolved.Review fromKelly M
Date: 10/30/2022
1 starI purchased a card to pay a bill. As soon as I activated it somehow a transaction for 150$ was made leaving me with 5$. It said Pending Transaction
******.com, 99999999 ****.com/bill, $150.00. I have no ****** account and just activated this card. It has to be a employee of where I purchased or the card company itself since they said it was taken at 5:34 as I was on hold with this company and didn't use my card once. I started activation at 5:12 money gone within 20 minutes . I called as it was pending and was advised money would be available in one week. I called again the next day and it cleared , now advised it will take 45-90 days with no guarantee because it works like cash. I called ****** and couldn't be helped because I have no account with them, I gave them my info ****** used to take money and was told it's not ****** and a fake site.InComm Financial Services, Inc.
Date: 11/21/2022
We truly regret the experience you had using our Vanilla product. We received your dispute and have been actively investigating the issue. We recently sent you an email needing additional information for your case. We have not yet received this information. Once, this information is received we will be more than happy to resolve this issue for you.
Review fromJoseph P
Date: 10/27/2022
1 starFor my birthday, my sister & nieces bought me a Vanilla Gift Card with $50 on it. When i finally used it at a gas station, everything was fine. A few days later i was going to purchase something online, my purchase was declined. So i called the phone number on the back of the card and there was only $1 and some change on the card. So i wanted to speak to someone in Customer Service. The person told me that it was used to make a purchase on ******.com. Well I am currently locked out of my ****** account and have been since my old phone was stolen from me. So I do not know how I can make a purchase on ******.com if I am locked out??? And from the looks of this website alot of people have been having problems with this company. I just want my $ back, I currently do not work, so that $ can go along way. I have tried reaching out by phone and email, only for them to tell me the process can take 45-90 days. Why so long? This is very disapointing. I will be telling my family and friends how this company is no good. DO NOT BUY A VANILLA GIFT CARD. NOTHING BUT PROBLEMS AND HEADACHES.InComm Financial Services, Inc.
Date: 11/02/2022
We sincerely apologize for the inconvenience you have experienced. We attempted to contact you via email to assist with resolving your issue, but we have not received a response. We will be happy to assist you further if you respond to our contact.InComm Financial Services, Inc.
Date: 11/10/2022
We truly value our customers and regret that you had a less than pleasurable experience with our product. The dispute has been resolved in your favor. We apologize for any inconvenience this may have caused you, thank you for choosing Vanilla and allowing us to resolve this for you.Joseph P
Date: 11/02/2022
The last 2 emails I received from incomm are that you have received my dispute and when updates are available you will notify me. Then the last 1 says, my dispute is in the process please alow 45-90 days. Nothing else... I'm going to call customer service and see what they have to say.Review fromMara M
Date: 10/25/2022
1 starI purchase Vanilla visa gift cards all the time, but this last time was a nightmare! I purchased a gift card in the morning, went to go use it in the afternoon, and the magnetic strip on the back was scratched and there was no three digit code on the back either. I contacted the customer service line, she took down my information and gave me a case number. Now every time I call to check on the status, they keep telling me oh they received your documents but they have three to five business days to respond back to you? Tomorrow will be two weeks, and I yet too receive any correspondence from Vanilla Gift Card and I feel like I'm getting the runaround! Purchased the card for $250...So disgusted!!!InComm Financial Services, Inc.
Date: 10/31/2022
We sincerely apologize for the inconvenience you have experienced. We attempted to contact you via email to assist with resolving your issue, but we have not received a response. We will be happy to assist you further if you respond to our contact.Review fromTasha K
Date: 10/23/2022
1 starWe got a 500 dollar card from them within 5 mins of activating the card the 500 was taken from the card for a hair salon in Illinois we are in **********. We called vanilla customer service they were not helpful at all. They told us that if the place that took the payment doesn't cancel out the transaction then we are out of luck on getting our money back. Told us to call back in 8 days. Today is the 8th day they claim the charge is still pending and to file. Dispute that they would send papers in the mail but we would have to wait 90 days for a answer on if we will or will not get our money back. This card is fraud 100% and they do not care at all if you are out of the money you put on the card. Even through the pamphlet states that they would take care of any fraud transactions that they got notified of within 2 days of the transaction. We called them within a min of this happening.InComm Financial Services, Inc.
Date: 11/11/2022
We truly value our customers and regret that you had a less than pleasurable experience with our product. A dispute case has been opened and a chargeback has been submitted on your behalf in an attempt to recover the funds. Information about your dispute, including timeframes, was communicated to you via email. We apologize for any inconvenience this matter has caused. We hope that you will continue to choose Vanilla in the future.Review fromCece J
Date: 10/22/2022
1 starI'm very upset and disappointed in vanilla gift card. Yesterday on **/**/22 I purchased a gift card through ***. 500$ wasn't able to use the card to make an online purchase. Called visa customer service they told me I'd I'd have to wait 24 hrs to use the gift card. Waited the 24 hrs for to use the card, still not working. Called visa again for them to give me the run around. To basically say there's no way for a refund. The customer service reps were very rude! I highly recommend not to use!InComm Financial Services, Inc.
Date: 11/17/2022
We truly value our Vanilla customers and regret that your experience was less than pleasurable. We sincerely apologize for the experience you had. We have attempted to contact you via the email address provided; however, we have not received the requested information from you. Once we receive the requested information, we will be more than happy to investigate this issue for you.Review fromTracy B
Date: 10/20/2022
1 starI purchased a Vanilla Gift Card on **.**.22 for $150.00. On **.**.22 someone made a purchase of $149.86 to ****** ******* at 11.42am leaving $0.14 on the gift card before the card was used by the person, I gave it to as a gift could use it. I called customer service for the transaction to be cancelled and a refund and replacement card be sent to me. I got hung up on, so I tried again. That person was not helpful at all and told me it will take 45 to 90 days for an investigation to happen. How can a card in a what is supposed to be a secured holder be used by two people? I want my money back and it appears this company has scammed me and is allowed to scam us unsuspecting consumers without repercussions. I AM VERY ANGRY!!!!!!!!! How are they allowed to operate like this unchecked?InComm Financial Services, Inc.
Date: 10/27/2022
We sincerely apologize for the inconvenience you have experienced. We attempted to contact you via email to assist with resolving your issue, but we have not received a response. We will be happy to assist you further if you respond to our contact.
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