InComm Financial Services, Inc.

March 20,...

2014
 
 
 
Ms. [redacted]
Revdex.com
Post Office Box 2587
Columbus Georgia 31902
 
Re: Revdex.com Case # [redacted] –
[redacted]
 
Dear Ms. [redacted]:
 
Receipt of the above styled inquiry is hereby
acknowledged. We have investigated the issue with Mr. [redacted]’s Vanilla Visa
Gift Cards.
 
Mr. [redacted] initially contacted our office on
November 25, 2013 regarding transactions on three $100.00 Vanilla Visa Gift
Cards.  The transactions he is disputing were
processed on November 16, 2013.  Mr.
[redacted] states the transactions were for a down payment on a vehicle; however,
the merchant did not provide a contract or a vehicle and refused to refund him.  We received the completed dispute packet on
November 28, 2013 and submitted the chargeback on Mr. [redacted]’s behalf on
December 2, 2013. 
 
On January 9, 2013 we sent Mr. [redacted] a
letter advising the merchant provided proof that the transactions were authorized.  We have a copy of the signed “Borrowed
Vehicle Agreement” as well as signed receipts. 
As per the agreement, Mr. [redacted] rented a vehicle from November 16, 2013
and was to return the vehicle on November 19, 2013.  According to the merchant’s response to the
chargeback, Mr. [redacted] never returned the vehicle and it has been reported as
stolen.  We encourage Mr. [redacted] to
contact the merchant immediately to resolve this issue.
 
We the denial of this dispute, we consider
this issue closed.  Please call if you
have any questions, or if I may be of further assistance in any way. I remain,
 
Sincerely,
 
 
 
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc.
1200 Brookstone Centre Pkwy, Suite 220
Columbus, Georgia 31904
###-###-####

June 3, 2015
 
 
class="MsoNormalCxSpMiddle"> 
Ms. [redacted]
Revdex.com
Post Office Box 2587
Columbus, GA 31902
 
Re: Revdex.com Case #[redacted]
 
Dear Ms. [redacted]
 
Receipt
of the above styled complaint is hereby acknowledged. We have investigated the
issue with Mr. [redacted]’s MyVanilla Reloadable Debit Card.
 
Please
know that the MyVanilla Reloadable Debit Card is not sold or marketed as a Gift
Card. In accordance with the USA Patriot Act, we, like all other issuers of
General Purpose Reloadable card accounts, are required to verify the identity
of each person who opens a card account.  We are further obligated by the
USA Patriot Act to obtain, verify and keep records related to the account ‘for
five years beyond the date of account closure’.  These regulations are
designed to protect the financial infrastructure of the United States from
potential money laundering and terrorist financing.  To complete the authentication
process we compare name, address, social security number and date of birth
against commercially available databases.  We do not run credit
reports.  Please know that, as a consumer, by law your credit file cannot
be accessed without your consent. We do not request consent from our
cardholders and we do not access credit files. The information is obtained
strictly under the requirements of the USA PATRIOT Act and is protected on our
systems in a PCI compliant environment.  Our obligation to collect
information and perform these checks is disclosed on the face of our card
packaging.
 
Mr.
[redacted] contacted us because he was unsuccessful in registering his card. He attempted
to register the card in his son’s name; however, he is under the age of 18. Each
MyVanilla Reloadable Debit Card is accompanied by a printed Cardholder
Agreement, which constitutes an agreement between the Cardholder and the issuer
of the Card, and sets forth terms and conditions, which apply to the card. The
terms and conditions are received with the card and are available at any time
for viewing at www.MyVanilladebitcard.com.
In accordance with the “Representations and Warranties” section of the
Cardholder Agreement it states, “By activating the Card or by retaining, using
or authorizing the use of the Card, you represent and warrant to use that: you
are at least 18 years of age (or older if you reside in a state where the
majority age is older).” We have issued a refund to Mr. [redacted] in the amount
of $40.00.
 
We
sincerely apologize for any inconvenience this matter has caused. Please call
if you have questions or if I may be of further service. I remain,
 
Sincerely,
 
 
 
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc.
1200 Brookstone Centre Pkwy, Suite 220
Columbus, Georgia 31904
###-###-####

May 7, 2015
 
 
class="MsoNormalCxSpMiddle"> 
Ms. [redacted]
Revdex.com
Post Office Box 2587
Columbus, GA 31902
 
Re: Revdex.com Case #[redacted]
 
Dear Ms. [redacted]
 
Receipt of the above styled complaint is hereby acknowledged. We have
investigated the issue with Ms. [redacted]’s’ Vanilla Reload Network Card. Thank
you for taking the time to make us aware of the issue. 
 
We have reviewed Ms. [redacted]’s complaint and it appears that she voluntarily
provided her card information to initiate the transaction on the card in
question. We advised Ms. [redacted] to contact law enforcement. We will cooperate
fully in the investigation.  While we
regret that our products were used in this manner, the transactions themselves
are not fraudulent.  In accordance with our normal procedures we reviewed
the reload pack as well as the receiving account.  We found that both the reload pack and the
receiving accounts had been fully redeemed. 
The receiving account has been marked as fraud prior to the filing of
this complaint as it is a known scam account. We will remain willing to assist
law enforcement with the ongoing investigation and resolution of any crimes which
may have been committed. We also have verbiage on our website www.vanillareload.com that lists the top 10 ways to prevent fraud and also
keeps our consumers up to date on the most common scams.  It is important to note that you should never
give your PIN to anyone.
 
We place a great deal of importance on customer satisfaction and want
to be sure that our customers have a positive experience with our product. We
regret the circumstances that have led Ms. [redacted] to contact our office.  We will pledge our support in the investigation
and resolution of the matter and hope that she is able to recover her
losses.  We are unable to reimburse this
loss since the reload pack was redeemed with Ms. [redacted]’s consent. Please call
if you have any questions or if I may be of further assistance. Thank you for
bringing this to my attention. 
 
Sincerely,
 
 
 
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc.
1200 Brookstone Centre Pkwy, Suite 220
Columbus, Georgia 31904
###-###-####

October 27, 2016       Ms. [redacted] Revdex.com Post Office Box 2587 Columbus Georgia 31902   Re: Revdex.com Case # [redacted] – [redacted]   Dear Ms. [redacted]:   Receipt of the above styled complaint is hereby acknowledged. We have reviewed Ms. [redacted]’s response to our letter.   When we received the original complaint and all supporting documentation, in accordance with our normal procedures we thoroughly reviewed and investigated Ms. [redacted]’s dispute. As mentioned in our last response, all transactions are posted based on the information that is received from the merchant. We thoroughly reviewed all transaction channels and found that the funds were sent via MasterCard to the merchant. Because Ms. [redacted] is disputing this transaction, a chargeback has been submitted on her behalf to recover the funds. The merchant has 45 days to respond. If the merchant does not represent, a credit will be issued to Ms. [redacted]’s account on November 28, 2016.   We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this matter has caused. Please call if you have any questions, or if I may be of further assistance in any way. I remain,   Sincerely,       [redacted] Chief Operating Officer Incomm Financial Services, Inc. 1200 Brookstone Centre Pkwy, Suite 220 Columbus, Georgia 31904 [redacted]

May 16, 2016       Ms. [redacted] Revdex.com Post Office Box 2587 Columbus Georgia 31902   Re: Revdex.com Case # [redacted]   Dear Ms....

[redacted]:   Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with Ms. [redacted]’s JH Preferred Reloadable Visa Debit Card.   Ms. [redacted] initially contacted our office on March 31, 2016 to dispute charges made to her card. A dispute packet was sent via email on April 1, 2016; however, we did not receive written documentation until April 23, 2016. We submitted a chargeback to recover the funds and sent a letter on May 14, 2016 advising the final date of resolution would be no later than June 29, 2016. During our investigation we have discovered that a provisional credit should have been applied to Ms. [redacted]’s account. We apologize for this oversight and corrected this error on May 12, 2016. If the merchant does not respond the provisional credit will remain on the account.   We place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our product. We sincerely apologize for any inconvenience this matter has caused. Thank you for bringing this to our attention. Please call if you have any questions, or if I may be of further assistance in any way. I remain,   Sincerely,       R.B. Rolling Chief Operating Officer Incomm Financial Services, Inc. 1200 Brookstone Centre Pkwy, Suite 220 Columbus, Georgia 31904 (678) 921-5342

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not believe it should take 3 months to resolve this issue. I dont have extra cash lying around and am thankful it wasnt more than what it was however there should be better measures in place to correct these issues when they happen instead of putting the consumer thru this. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I  the business has performed this action and I have consider this complaint resolved. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all, I never give card information to anyone, never , never.  How did [redacted] know I voluntarily provide my card information to initiate the transaction? Did [redacted] see or hear?
Second, I did filed a case at local police on August 31, 2015 as Paypal requested me to do so. The police address is : [redacted], **. My incident # is [redacted]. Their phone number is [redacted].
Third, [redacted] knows who loaded those money into which account. [redacted] can find out who stole these PINs.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
 They have yet to call me back as promises. It is unacceptable that they agreed to "further see what can be done" and call me back, yet no call back is received. I am simply asking that they uphold their "customer service" etiquette and actually call ME back as they agreed and possibly, as a goodwill gesture, provide a refund on a mere $20. The card could very well be in my posession, but does not prevent anyone else to keep a copy before it makes it to the intended parties hands. I cannot explain how a TMobile transaction was made with a card gifted to me, but I can assure that I nor the person that gifted the card to me used it to make such purchase.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Furthermore, I feel bad for so many negative complaints when this company made it so easy and fast for me to get this sorted, for this I am thankful.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

July 24, 2015
 
 
 
class="MsoNormalCxSpMiddle">[redacted]
Revdex.com
[redacted]
Columbus Georgia 31902
 
Re: RevDex.com Case #[redacted] – [redacted]
 
Dear [redacted]:
 
Receipt of the above
styled inquiry is hereby acknowledged. We investigated the issue with [redacted]’s Vanilla Visa Gift Cards and made the decision to activate two
replacement cards as a gesture of our goodwill. These cards were sent via FedEx
on July 22, 2015 tracking # [redacted].
 
We place a great deal
of importance on customer satisfaction and want to be sure that our customers
have a positive experience with our product. Please call if you have any
questions or if I may be of further assistance. Thank you for bringing this to
my attention. 
 
Sincerely,
 
 
 
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc.
[redacted]
Columbus, Georgia 31904
[redacted]

October 10, 2016       Ms. [redacted] Revdex.com Post Office Box 2587 Columbus Georgia 31902   Re: Revdex.com Case #[redacted]   Dear...

Ms. [redacted]:   Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. [redacted]’ OneVanilla MasterCard Gift Card.   Ms. [redacted] initially contacted our office on September 29, 2016 disputing an unauthorized transaction on her card. We sent Ms. [redacted] a dispute packet via email to the email address she provided. We have not received the completed dispute from Ms. [redacted]. Visa regulations provide a specific timeframe during which these items can be handled. Ms. [redacted] should be aware that her rights will expire if we do not receive the dispute packet in a timely manner. As always, we strive to ensure our customers have a good and equitable experience with our products. Until such time as we receive the requested information to correct this issue, we consider this matter closed.   We place a great deal of importance on our customer satisfaction and want to be sure that our customers have a positive experience with our product. Please call if you have any questions, or if I may be of further assistance in any way. I remain,   Sincerely,       [redacted] Chief Operating Officer Incomm Financial Services, Inc. 1200 Brookstone Centre Pkwy, Suite 220 Columbus, Georgia 31904 [redacted]

April 1, 2016
Ms. [redacted]
Revdex.com
Post Office Box 2587
Columbus Georgia 31902
Re: Revdex.com Case #[redacted]
– [redacted]
Dear Ms. [redacted]:
Receipt of the above
styled inquiry is hereby acknowledged. We have reviewed Mr. [redacted]’s issue with
his MyVanilla Reloadable Visa Debit Cards.
 
Mr. [redacted] initially
contacted our office on March 15, 2016 to file a dispute stating he was a
victim of a scam. As standard procedure we requested documentation from Mr.
[redacted] to prove ownership of the cards. However, due to an inadvertent
oversight, Mr. [redacted]’s cards were not placed on hold and the funds were depleted.
We have expedited a refund check in the amount of $2,015.80
on April 1, 2016 to the address provided in his compliant.
We place a great deal of
importance on our customer satisfaction and want to be sure that our customers
have a positive experience with our product. Again, we sincerely apologize for
any inconvenience we have caused.  Thank
you for bringing this to our attention. Please call if you have questions or if
I may be of further service. I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc.
1200 Brookstone Centre Pkwy,
Suite 220
Columbus, Georgia 31904
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
It's ashame, it took me over 3 months of countless phone calls, papers filed etc, to be told Dispute Denied due to not the 60 day time frame!!! Now they say, it was an over site on their part!!! So frustrated, until I brought it to your attention!!! In less than 2 weeks, this is finally resolved!!! One Vanilla Visa should get a F-, for what they put myself and
others through!!! Thank you again for all you help, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  UPDATED RESPONSE-----On 12-11-2015 I was called by Mr. [redacted], from ITC Financial Licenses, Inc.. and was told that he was going to issue me a new PIN to have money put back on my Pay Pal card, I then requested that a check in the amount of $155.00 be mail to me instead because I have no use for the Pay Pal card anymore, which was agreed to.  I was told that it would take six (6) to (7) weeks before I would receive the check in mail, which I did agree to.  Thank you so much for your help. 
Regards,
[redacted]

August 9, 2016      
12pt;">Ms. [redacted] Revdex.com Post Office Box 2587 Columbus Georgia 31902   Re: Revdex.com Case # [redacted] – [redacted]   Dear Ms. [redacted]:   Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with Ms. [redacted]’s Vanilla Visa Gift Card.   Ms. [redacted] originally contacted our office on July 29, 2016 to report a lost card. As standard procedure we requested documentation from Ms. [redacted]. We were able to locate the card account based on the information she provided. However, we discovered that Ms. [redacted]’s issue was not processed in a timely manner and sincerely apologize for the delay in providing her a replacement card. Therefore, we expedited a replacement card on August 8, 2016 in the amount of $200.00 to the address provided in her complaint.   We sincerely apologize for any inconvenience this matter has caused. We place a great deal of importance on our customer satisfaction and we want to make sure that our customers have a positive experience. Thank you for bringing this to our attention. Please call if you have any questions or if I may be of further service, I remain,   Sincerely,       [redacted] Chief Operating Officer Incomm Financial Services, Inc. 1200 Brookstone Centre Pkwy, Suite 220 Columbus, Georgia 31904 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[While I opened my account, I was not told I needed to keep the receipt. I never did keep my receipt. What happens now ? You cant tell me you will keep my money because I do not have a receipt. I will advise you post on your website that a receipt would be needed for every refill.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

February 24, 2015
 
 
 
Ms. [redacted]...

[redacted]
Revdex.com
Post Office Box 2587
Columbus Georgia 31902
 
Re: RevDex.com Case # [redacted]
 
Dear Ms. [redacted]
 
Receipt of the above
styled complaint is hereby acknowledged. We have investigated the issue with Ms.
[redacted]’s MIO Money MasterCard Reloadable Debit Card.
 
Ms. [redacted] initially
contacted us on February 21, 2015. After researching this inquiry, we
discovered there was an activation error at the point of sale. On February 24,
2015, we credited Ms. [redacted]’s account for $20.00.
 
We place a great deal of value on customer satisfaction and want to be
sure that our customers have a positive experience with our product. . We
sincerely apologize for any inconvenience this matter has caused. Please call
if you have any questions or if I may be of further service. I remain,
 
Sincerely,
 
 
 
[redacted]Chief Operating Officer
ITC Financial Licenses,
Inc.
1200 Brookstone Centre
Pkwy, Suite 220
Columbus, GA 31904
###-###-####