To find out more information about their card, consumers should visit their product's official website by typing in the URL as it is printed on the back of the card. Calling the customer care phone number on the back of their card immediately to report an issue.

Regularly monitor transactions by reviewing the account balance on their product's official website, which is printed on the back of their card.Inspect a gift card's packaging prior to purchase for signs of tampering, such as slits along the seams, glue residue or color distortion.If consumers have concerns about how to protect their gift cards, there are steps they can take to maintain vigilance against fraudulent activity, including: We also review cases and consult with our merchant partners to fine-tune fraud prevention strategies. However, we can share that our dedicated fraud teams are constantly monitoring for new and emerging threats. We do not disclose the tactics that fraudsters use in order to prevent copycat behavior. We review every complaint on a case-by-case basis to devise an appropriate solution. If a customer reports an issue, we inform them of the information needed to conduct an investigation and the timeline required to complete it. We are constantly working to ensure consumers can safely use their gift cards by developing new methods and techniques that mitigate the risk of potential fraud. Our privacy and policy restrictions prevent us from commenting on individual consumer situations, but we are reviewing their information and will contact each of them to provide an update.įraud prevention is a top priority across our company. InComm Payments and the company provided this statement: 'InComm Payments takes concerns from cardholders very seriously, and we regret the frustration that Mr. They should stand behind it and they don't seem to be taking any ownership into this at all.'ĪBC11 Troubleshooter reached out to the company on West and Baker's behalf. West says, 'Well, there shouldn't be any frustration using a Visa card. There are more than thirteen hundred complaints in the last twelve months filed with the Better Business Bureau against the parent company of Vanilla Visa prepaid cards, InComm Payments, the majority of the complaints also claim issues with the gift cards being drained before the consumer had a chance to use them. He adds, 'At that point, there was not really much else I could do.' Every time it was we don't have a copy of the forms.' Baker even sent his complaint in certified mail, with verification the company received it. When he tried to use the $300.00 gift card, 'She said there had been several transactions against the card,' West said.īoth West and Baker followed the steps on the back of the card and said they spent countless hours filing complaints by calling and submitting paperwork online. It's been in my possession since the day I purchased it and I keep it in a protected money clip.' West bought the Vanilla Visa gift card himself as he was traveling and wanted to use it on the trip. He says it was about $ 140 on the Vanilla Visa gift cards gone.ĭavid West had the same problem. Then when I went to use the card again, it was zeroed out and the second card I checked also and it was zeroed out as well,' Baker adds. 'I used part of the first card and everything seemed to go very well. Raleigh resident Dan Baker coaches tennis, and as a thank you, his team gave him two Vanilla Visa gift cards. Some gift card holders, reached out to ABC11 Troubleshooter Diane Wilson after they said their gift card balances were drained and not by them. (WTVD) - When you buy or give a gift card, you want to make sure you or the person you're giving it to can use it.

Check my balance on my vanilla card