Consumer complaint received 2023-06-07
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Incomm Holdings Inc. (IL)

I purchased a Vanilla Visa gift card in the amount of {$200.00} on XX/XX/XXXX at XXXX and gave it to a friend. She let it sit until XX/XX/XXXX, then tried to use it and found it was defective. The card should have 16 numbers on the face but only has 12 numbers. She returned it to me on XX/XX/XXXX. I contacted Vanilla Visa by phone on XX/XX/XXXX and was told to email them images of the front and back of the card, my drivers license and the receipt for the purchase of the card. I was given a XXXX # XXXX. At the time I could not locate the receipt so I sent them my XXXX XXXX statement showing the purchase. I followed up with Vanilla Visa on XX/XX/XXXX by phone and they told me they did not receive my email and documents. I resent everything on XX/XX/XXXX. I called VV again on XX/XX/XXXX and VV confirmed receipt of my documents. VV said it would take 10 days to process and 7-10 days to receive a replacement card. I called VV again on XX/XX/XXXX ( XXXX ) and was told they are " escalating my case '', and to call back in 24-48 hours. I called VV on XX/XX/XXXX ( XXXX ) and was told my case is " in process '', has " been escalated '', and someone will get back to me in 24-48 hours. On XX/XX/XXXX I located my XXXX receipt, so I emailed the receipt, and included the images of the card, copy of my drivers license and the XXXX XXXX statement again. I included my Case #. I called VV on XXXX ( XXXX ) and was told it will take a new 10 days to process and 7 days to receive replacement card. I called VV on XX/XX/XXXX and they ( XXXX ) confirmed receipt of my documents. XXXX said my " case was elevated in XXXX '', " wait for a couple more days '', and then XXXX disconnected the call. I called VV on XX/XX/XXXX and was told my case is in " working status '', they are " investigating my case '', " no update yet '', " call back in 24-48 hours ''. I called VV on XXXX ( XXXX ) and was told my case is " still under investigation '', they are " researching '', " putting my case on priority - filling out a form on my behalf ''. He said I will " definitely receive an update in 24-48 hours ''. To date I have never received an email nor a phone call from Vanilla Visa. All communications have been initiated by me, and every phone call requires a 30-40 minute wait on hold until a live person answers. I have also reached out to XXXX corporate Consumer Relations by phone and they were no help. XXXX told me that Vanilla Visa 's gift card department will not even communicate with XXXX. Why would a huge company like XXXX be OK with that? There is something not right about it. They requested the same documents that I sent to VV but in the end I received a standard email response sending me back to Vanilla Visa. I went directly to the XXXX store where I purchased the card and although they were somewhat sympathetic they told me there was nothing they could do. I filed a complaint with the New York Attorney General and they sent me here. I would like either a complete refund for my purchase, {$200.00} ( preferred at this point ) or a replacement card for {$200.00}. There seems to be no protection for consumers in the area of gift cards.