Consumer complaint received 2024-04-09
Product: 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. (VA)

Vanilla Visa Gift Card XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received VanillaGift.com Visa Debit card # XXXX XXXX XXXX XXXX - Serial Number XXXX just prior to XXXX Day XXXX, from a friend who purchased the card on XX/XX/XXXX [ copy of receipt attached ]. 

Given that the packaging indicated that there were no fees after purchase, including dormancy, service or other fees, I elected to wait until I needed the funds before opening the packaging. 

I did not open open the packaging until Saturday, XX/XX/XXXX. 

When I checked the balance on the card on XX/XX/XXXX, the system indicated the card had, in fact, been purchased on XX/XX/XXXX with a beginning balance of {$50.00}, however the current amount of funds available was XXXX. Checking the system further, it indicated XXXX debits had been made on XX/XX/XXXX in the amounts of {$20.00}, {$20.00}, and {$10.00} - more than XXXX months prior to my opening the packaging to access the card. 

As was requested at the time of opening Case Number : XXXX on XX/XX/XXXX, I forwarded Vanilla Gift the following : XXXX ) a copy of the purchase receipt from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) a copy of the front panel of the gift card, and XXXX ) a copy of the back panel of the gift card. 

I sent the requested documents to the e-mail address provided by Vanilla Gift [ XXXX ], as well as to [ XXXX ] on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 

On XX/XX/XXXX, when I called Vanilla Gift, the customer service representative stated I would receive an e-mail confirming receipt of the afore-mentioned documents within XXXX hours. 

When I called Vanilla Gift on XX/XX/XXXX, since I had not received an e-mail from the company, the customer service representative and his/her supervisor assured me I would receive an e-mail message confirming receipt of the afore-mentioned documents within XXXX hours from the date of opening my case. 

When I called Vanilla Gift on XX/XX/XXXX, since I had not received an e-mail from the company, the customer service representative and his/her supervisor assured me I would receive an e-mail message confirming receipt of the afore-mentioned documents within XXXX to XXXX days after the date of opening my case. 

When I called on XX/XX/XXXX, since I had not received an e-mail from the company, the customer service representative and his/her supervisor assured me I would receive an e-mail message confirming receipt of the afore-mentioned documents within XXXX to XXXX business days after the date of opening my case. 

When I called earlier today [ XX/XX/XXXX ] since I still had not received an e-mail from the company, the customer service representative and his/her supervisor assured me I would receive an e-mail message confirming receipt of the afore-mentioned documents within XXXX hours from the date of my call. 
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I appreciate your expedited assistance in this matter and look forward to hearing from you.