Consumer complaint received 2023-01-27 00:00:00
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.
State: FL

Complaint narrative:
I received a damage Vanilla bank Gift {$100.00} gift card received. My son purchase a gift card for me for my birthday about 6 months ago. I open the gift card package this month to finally use my {$100.00} gift card. Glue from the inner packaging was stuck to the gift card together with instruction pamphlet, when I peel the card off the instructions were stuck to front of gift card, XXXX of the digits in the front of the card of the account number peeled off when I took it apart from the glue. I was unable to read or identify full account number of the gift card. I had a defective gift card. I called Vanilla Bank customer service and spoke to XXXX of their agents, he told me to verify card information. I couldn't read the full account number in the front of card because XXXX digits were peeled off. The agent told me to give him the XXXX digit number on the back of outer packaging which was XXXX. With this number he was able to trace the card and the funds available. I told him to send me a replacement card that the card was defective, he started processing a claim for this and after he finish processing the claim, he proceeded tell me in order to send me the new gift card, I would need to send the following documentation, I would need to email them a photo of front and back of gift card with copy of original packaging and proof of purchase receipt, I told him nor my son nor me had a copy of receipt, that the gift card had been purchase months ago and wee. Agent started the claimed and blocked the. Then he said to me he was unable to send me a replacement gift card unless, I provided a copy of the card front and back and with copy of original packaging with copy of proof of purchase receipt. I told him I didn't have the receipt for this gift card. I told him to reinstate the funds back to the damage gift card and to cancel the claim, that I will try to have card swiped to see if it would work when by swiping it being that the strip on back of gift card gift was fine. He then told me they could not reinstate the funds back to the card or cancel the claim. That in order for me to get a replacement gift card to replace the defective one, I needed to provide proof of purchase receipt. Is their fault for selling damage gift cards not mine, why should I loose me {$100.00}, and they will keep them, If I get the new card from them they will keep my {$100.00}! I have the physical card with me an unfortunately can't even read the full account number due to the defect on the card from glue used inside their packaging Normally no one provides a gift card receipt when they give you a a prepaid gift card or saves outer packaging and purchase receipt for XXXX years. All receipts faded over time or get lost. This is just an excuse to make it very difficult for you to get the money they want to keep. What they are doing is illegal and should be investigated. They even keep the extra fee they charge when you purchase the gift card {$5.00} Nowhere on their gift card does it state you need a purchase receipt to be able get a damage gift card replaced! This is ridiculous, they are just looking for excuses to keep your money, that doesn't belong to them. As long as I have the physical card in my hand and I'm the gift card holder, there is not reason for them to keep my {$100.00} and refuse to send me a new card. Consumer Buyer beware, stay away from purchasing any visa gift cards from Vanilla Bank. They want to fine any excuse to keep your money. They kept mine.

Company response to consumer: Closed with explanation