Credit card or prepaid card -- Trouble using the card -- Complaint #4914107

Complaint Overview

Complaint ID: 4914107

Company: Incomm Holdings INC.

Product: Credit card or prepaid card

Sub-Product: General-purpose prepaid card

Issue: Trouble using the card

Sub-Issue: Trouble using the card to spend money in a store or online

State: California

ZIP Code: 94107

Date Received: 2021-11-15T12:00:00-05:00

Date Sent to Company: 2021-11-15T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I ordered a Vanilla VISA Gift card to the value of {$100.00} ( {$3.00} purchase fee ) on XX/XX/2021 which was sent to the recipient by email. On XX/XX/XXXX the recipient tried to use the card for a purchase and it did not work. He contacted Vanilla Customer Service and he was told that the purchaser had to contact them directly to check the status and issue on his behalf. On XX/XX/XXXX I called Vanilla Customer Service, who could not resolve from their end. The directions given were : If the link is not working, clear your browser history and make sure your device is not connected to any VPN connections. The link should contain all the details he needs to enter for a transaction. If he does this and it still doesnt work, he should be able to call customer service ( ask for XXXX he is the supervisor I spoke to ) and indicate that he has tried the link under the above conditions but it still doesnt work. On XX/XX/XXXX the recipient tried the directions provided and it still did not work. He also tried a different device and browser. So he contacted Vanilla Customer Service again and they couldn't resolve the issue. After spending an additional half an hour on the call with them they were are not able to resolve the problem. In the end, he was told to come back to the purchaser whom he was told was only party that is eligible to work on the order. On XX/XX/XXXX I called Vanilla Customer Service for the second time- they could not resolve the issue, so I asked them to cancel the card and refund the purchase amount. They provided me the Reimbursement/cancellation order # and said someone from that team would get back to me within 2 working days. On XXXX XXXX, I still had had no contact from Vanilla Customer Service, so I called them. I went through the first line who told me that the cancellation reimbursement had not been approved and that the card was active.I went to their second-line supervisor, who told me the same. I have asked them to escalate it again, as it's clear that they sold something that did not work and that their customer service was not equipped to resolve the issue. I do not want to have to go through their call center again. The customer support there is clearly unempowered and can not resolve issues. It's been a frustrating process for both the recipient and for me to have to call a disempowered service center on multiple occasions who are unable to resolve issues, the end result still being a gift card the recipient can not make a purchase with. I have since looked at review sites and I'm clearly not alone in the issues being experienced : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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