">January 27,
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have investigated
the issue addressed in Mr[redacted]' complaint
We reviewed the card account provided by Mr[redacted] and found that we
were originally contacted by a different individual who has claimed these funds
We are unable to provide any information regarding this issue to Mr[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. 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
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
">Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
investigated the issue with Mr[redacted]' Vanilla Reload Network CardThank you
for taking the time to make us aware of the issue.
We have reviewed Mr[redacted]' complaint and it appears he voluntarily provided
his card information to initiate the transaction on the card in questionWe
would like to urge Mr[redacted] to contact law enforcementWe 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 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 accountWe will remain willing to assist law
enforcement with the ongoing investigation and resolution of any crimes which
may have been committedWe also have verbiage on our website www.vanillareload.com that lists the top ways to prevent fraud and also
keeps our consumers up to date on the most common scams
We place a great deal of importance on customer satisfaction and want
to be sure that our customers have a positive experience with our productWe
regret the circumstances that have led Mr[redacted] to contact our office. We will pledge our support in the
investigation and resolution of the matter and hope that he is able to recover his
losses. We are unable to reimburse this
loss since the reload pack was redeemed with Mr[redacted]' consentPlease call if
you have any questions or if I may be of further assistanceThank you for
bringing this to my attention.
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
January 6,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear MsCook:
Receipt of the above
styled complaint is hereby acknowledgedWe have investigated the issue with Ms
[redacted]'s One Vanilla Prepaid Debit Card
When a card is
purchased, the point of sale triggers the activation of the card. Unfortunately, this card was never activated
and does not show any activation attemptsAs standard procedure, we requested
a copy of the card as well as proof of purchaseWe received the documentation and
notified Ms[redacted] via email that her card has been activated on January 5,
We place a great deal
of value on customer satisfactionWe sincerely apologize for any
inconveniencePlease call if you have any questions or if I may be of further
serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, GA
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">November 19,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] –
[redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]'s Vanilla Visa
Gift Card
Ms[redacted] initially contacted our office November
11, to dispute a charge for $A dispute form was mailed to Ms
[redacted] on November 12, 2015. As of
date, we still have not received the completed documentationAfter reviewing
the issue with Ms[redacted]'s Vanilla Visa Gift Card we discovered that the
transaction occurred on October 21, and settled on October 22,
During the period
between the preauthorization and settlement date, the transaction declined twice
at the merchant location
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 productAs evidence
thereof, we are issuing a credit in the amount of $to her account as a
good faith gestureThank you again for bringing this to my attentionIf you
have any questions, or I may be of further service please contact me directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 20,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case
# [redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above styled
complaint is hereby acknowledgedWe have attempted to contact Ms[redacted], via
the telephone number and e-mail address provided in her complaint, regarding
further necessary information needed to investigate the issue with her Gift
Card
We contacted Ms[redacted] via e-mail
on March 12, She submitted a faxed copy of the needed documents; however,
the image was too dark to read. We advised
Ms[redacted] a lighter copy was needed Ms[redacted] stated that she refaxed the
documents, but we have not received the fax from Ms[redacted]We attempted to contact
Ms[redacted] again via telephone and e-mail on March 18, If she will
furnish the requested information, we will be glad to investigate this issue
As always, we strive to ensure
our customers have a good and equitable experience with our productsUntil
such time as we receive the requested information, we consider this matter
closedTo properly and promptly research this issue, we need the 16-digit
number of the card in questionYou can fax either a copy of the card and/or
receipt to ###-###-####
Please call if you have
questions or if I may be of further serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy,
Suite
Columbus, Georgia
August 8,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #– Elisabeth Pennix
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Ms[redacted] via the e-mail address and telephone number provided
in her complaint, regarding further necessary information needed to investigate
the issue with her Gift Card
We sent an e-mail to Ms[redacted] on August 4, 2014, followed by a
telephone attempt on August 7, requesting a copy of the receiptIf she
will furnish the requested information, we will be glad to investigate and
resolve the issueIf Ms[redacted] no longer has the receipt, one can be obtained
from the merchant location where the card was purchased. As always, we strive to ensure our customers
have a good and equitable experience with our productsUntil such time as we
receive the requested information to correct this issue, we consider this
matter closed
To properly and promptly research this issue, a copy of the required
documents can be faxed to [redacted]
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
January 5,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Ms
[redacted]'s Vanilla Visa Gift Card
Unfortunately Ms[redacted]
was a victim of a form of fraud known as package tamperingHer
card was fraudulently
compromised prior to activationOur fraud team is currently investigating this
issueWe place a great deal of importance on customer satisfaction and we want
to be sure that our customers have a positive experience with our productWe attempted
to contact Ms[redacted] via email to advise her that her card has been activated
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">December 29,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]'s
Vanilla Visa Gift Cards
Unfortunately Mr
[redacted] was a victim of a form of fraud known as package tampering. His cards were fraudulently compromised prior
to activationOur fraud team is currently investigating this issueWe place a
great deal of importance on customer satisfaction and we want to be sure that
our customers have a positive experience with our product. We have received all necessary documentation
and have been in contact with Mr[redacted] to advise him we have activated his cards
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
**
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
(678) 921-
July 23,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
investigated the issue with Mr[redacted]'s two Vanilla Visa Gift CardsThank you
for taking the time to make us aware of the issue.
Replacement
cards were ordered for Mr[redacted] on June 18, 2014. When we contacted Mr[redacted] to discuss the
missing replacement cards he advised us that the Gift Cards in question have in
fact been received
Thank you again for bringing this to my
attentionIf you have questions, or I may be of further service please contact
me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
December 11,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]'
PayPal MyCash Reload Card
Mr[redacted] purchased a
$PayPal MyCash Reload Card at Walgreens Pharmacy on November 24, Due
to Mr[redacted] having an issue while loading the funds to his account, he
requested a refundAs standard procedure we requested documentation from Mr[redacted]
in order to process the refundWe received all requested documents and we have
issued a refund in the amount of $on December 11,
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
###-###-####
September 12,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]s
MyVanilla Reloadable Debit Card
Due to technical issues beyond our control, transactions could not be
processed during the time Mr[redacted] attempted to use his card. We could not assist Mr[redacted] when he
contacted our office due to the same system issue. As a gesture of our goodwill, we have
credited $as a courtesy to Mr[redacted] MyVanilla Reloadable debit card for
his inconvenience
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
September 12,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Ms[redacted] JH Preferred Reloadable Debit Card
Due to technical issues beyond our control, transactions could not be
processed during the time Ms[redacted] attempted to use her card. A preauthorization was received for the transactions
in question; however, due to technical issues the transaction was not completed. When a preauthorization request is received,
this amount is placed on hold until the transaction settles. We have since released the hold on the
funds. As a gesture of our goodwill, we
have also credited an additional $as a courtesy to Ms[redacted] JH
Preferred Reloadable debit card for her inconvenience
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
September 10,
"line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] – [redacted]
Dear Ms. [redacted]
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]'s PayPal MyCash
Reload Card
Ms[redacted] stated she could was unable to
redeem her PIN via the PayPal websiteWe were experiencing system issues
beyond our control during the time Ms[redacted] attempted to redeem the
funds. We have processed a refund for
Ms[redacted] in the amount of $for her PayPal MyCash Reload Card which
includes the activation fee.
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
August 8,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Mr[redacted] via the e-mail address and telephone number provided
in his complaint, regarding further necessary information needed to investigate
the issue with his Gift Card
We attempted to contact Mr[redacted] via e-mail on August 4, 2014, followed
by a telephone attempt on August 7, 2014.
We have not received the requested information from Mr[redacted]If he
will furnish the requested information, we will be glad to investigate and
resolve the issueAs always, we strive to ensure our customers have a good and
equitable experience with our productsUntil such time as we receive the
requested information to correct this issue, we consider this matter closed
To properly and promptly research this issue, we need the 16-digit
number of the card in questionMr[redacted] can fax a copy of the required
documents to 866-295-
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
R.BRolling
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, [redacted]
Columbus, Georgia
[redacted]
">March 5,
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted]
Dear Ms. [redacted]
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to investigate the issue with Mr[redacted]' My Vanilla Reloadable PrePaid
Debit Card
We have contacted Mr[redacted] in order to get the digit card number
needed to investigate the issue with his MyVanilla Reloadable PrePaid Debit
Card. After contacting Mr[redacted] to
research this claim he advised that he returned to the merchant location from
which he obtained the card and the issue has been resolved.
We sincerely apologize for any inconvenience caused by this issue
Thank you for bringing this to our attention.
Please call if you have any questions or if I may be of further
assistanceI remain,
Please call if you have questions or if I may be of further
service. I remain,
Sincerely,
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
February 11,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled complaint is hereby acknowledgedWe have investigated the issue with Mr
[redacted]'s PayPal MyCash Reload Cards
We have reviewed Mr[redacted]'s
complaint and it appears he voluntarily provided his card information to initiate
the transactions in questionWe advised Mr[redacted] to contact law enforcement
We will cooperate fully in the investigationWhile we regret that our products
were used in this manner, the transactions themselves are not fraudulentIn
accordance with our procedures we reviewed the reload pack as well as
the receiving accountWe found that both the reload pack and the receiving
accounts had been fully redeemedWe will remain willing to assist law
enforcement with the ongoing investigation and resolution of any crimes which
may have been committedIt is important to remember 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 productWe regret the circumstances that led
Mr[redacted] to contact our officeWe will pledge our support in the
investigation and resolution of the matter and hope that he is able to recover
his lossesWe are unable to reimburse this loss since the reload pack was
redeemed with Mr[redacted]'s consentPlease call if you have any questions or if
I may be of further assistanceThank you for bringing this to my attention
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">
December 29,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] –
[redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]' MyVanilla
Reloadable Visa Debit Card
We have reviewed Ms[redacted]' issue with her
MyVanilla Reloadable
Visa Debit Card and found that the card in question had a load for $from
the merchant Fred's on December 10, 2015; however, immediately following the
load the merchant reversed the transactionAs standard procedure we requested
documentation from Ms[redacted]We received the requested documentation and was
able to manually load the funds to her
account on December 21, Ms[redacted] has been successful in using her card
leaving her account with a $balance
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 productThank
you again for bringing this to my attentionPlease call if you have any
questions or if we may be of further assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
May 20,
"">Ms[redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms[redacted]: Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Mr[redacted]'s MyVanilla Reloadable Debit CardPlease know that the MyVanilla Reloadable Debit Card is not sold or marketed as a Gift CardIn 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 databasesWe do not run credit reportsPlease know that, as a consumer, by law your credit file cannot be accessed without your consentWe do not request consent from our cardholders and we do not access credit filesThe information is obtained strictly under the requirements of the USA PATRIOT Act and is protected on our systems in a PCI compliant environmentOur obligation to collect information and perform these checks is disclosed on the face of our card packagingWe have reviewed the calls to better understand how this issue was handledOn May 11, 2016, the call center representative advised Mr[redacted] we would activate his card, but that he would need to go online to register the cardMr[redacted] attempted to register his card; however, we discovered he was unsuccessfulDue to the USA Patriot Act we are unable to allow cash access or reloads without being able to successfully identify our cardholdersAlthough the card was activated by the call center representative, it was still an unregistered card. Due to this status, he was only able to use the card to deplete the initial balance on the card and was unable to load any funds until he completed a successful registrationWe place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productAs evidence thereof, we contacted Mr[redacted] to assist him in registering his account; however, he declined. He has successfully depleted the balance on the cardWe sincerely apologize for any inconvenience this matter has causedThank you for bringing this to our attentionSincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]
March 9,
"line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted]
Dear Ms[redacted]
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Mr[redacted]s via the e-mail address provided in his complaint,
regarding further necessary information needed to investigate the issue with his
Gift Card
We attempted to contact Mr[redacted]s via e-mail on March 5, 2015; no
telephone number was provided in his complaintWe have not received the
requested information from Mr[redacted]sIf he will furnish the requested
information, we will be glad to investigate and resolve the issueAs always,
we strive to ensure our customers have a good and equitable experience with our
productsUntil such time as we receive the requested information to correct
this issue, we consider this matter closed
To properly and promptly research this issue, we need the 16-digit
number of the card in questionMr[redacted]s can fax a copy of the required
documents to ###-###-####
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 31,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby acknowledgedWe have
investigated the issue with Ms[redacted]'s MyVanilla Reloadable Visa Debit Card
Ms[redacted] originally contacted our office on March 21, to file a
disputeAs standard procedure we requested documentation from Ms[redacted] to
prove ownership of the cardWe received the documentation on March 21, 2016;
however, due to an error with our internal ticketing system, Ms[redacted]'s ticket
was not assigned to the correct folderWe have reassigned it to the correct
folder and a refund check in the amount of $to the address provided in
Ms[redacted]'s complaint
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
We sincerely apologize for any inconvenience this matter has causedThank you
again for bringing this to my attentionIf you have questions, or I may be of
further service please contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
">January 27,
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have investigated
the issue addressed in Mr[redacted]' complaint
We reviewed the card account provided by Mr[redacted] and found that we
were originally contacted by a different individual who has claimed these funds
We are unable to provide any information regarding this issue to Mr[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. 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
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
">Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
investigated the issue with Mr[redacted]' Vanilla Reload Network CardThank you
for taking the time to make us aware of the issue.
We have reviewed Mr[redacted]' complaint and it appears he voluntarily provided
his card information to initiate the transaction on the card in questionWe
would like to urge Mr[redacted] to contact law enforcementWe 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 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 accountWe will remain willing to assist law
enforcement with the ongoing investigation and resolution of any crimes which
may have been committedWe also have verbiage on our website www.vanillareload.com that lists the top ways to prevent fraud and also
keeps our consumers up to date on the most common scams
We place a great deal of importance on customer satisfaction and want
to be sure that our customers have a positive experience with our productWe
regret the circumstances that have led Mr[redacted] to contact our office. We will pledge our support in the
investigation and resolution of the matter and hope that he is able to recover his
losses. We are unable to reimburse this
loss since the reload pack was redeemed with Mr[redacted]' consentPlease call if
you have any questions or if I may be of further assistanceThank you for
bringing this to my attention.
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
January 6,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear MsCook:
Receipt of the above
styled complaint is hereby acknowledgedWe have investigated the issue with Ms
[redacted]'s One Vanilla Prepaid Debit Card
When a card is
purchased, the point of sale triggers the activation of the card. Unfortunately, this card was never activated
and does not show any activation attemptsAs standard procedure, we requested
a copy of the card as well as proof of purchaseWe received the documentation and
notified Ms[redacted] via email that her card has been activated on January 5,
We place a great deal
of value on customer satisfactionWe sincerely apologize for any
inconveniencePlease call if you have any questions or if I may be of further
serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, GA
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">November 19,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] –
[redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]'s Vanilla Visa
Gift Card
Ms[redacted] initially contacted our office November
11, to dispute a charge for $A dispute form was mailed to Ms
[redacted] on November 12, 2015. As of
date, we still have not received the completed documentationAfter reviewing
the issue with Ms[redacted]'s Vanilla Visa Gift Card we discovered that the
transaction occurred on October 21, and settled on October 22,
During the period
between the preauthorization and settlement date, the transaction declined twice
at the merchant location
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 productAs evidence
thereof, we are issuing a credit in the amount of $to her account as a
good faith gestureThank you again for bringing this to my attentionIf you
have any questions, or I may be of further service please contact me directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 20,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case
# [redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above styled
complaint is hereby acknowledgedWe have attempted to contact Ms[redacted], via
the telephone number and e-mail address provided in her complaint, regarding
further necessary information needed to investigate the issue with her Gift
Card
We contacted Ms[redacted] via e-mail
on March 12, She submitted a faxed copy of the needed documents; however,
the image was too dark to read. We advised
Ms[redacted] a lighter copy was needed Ms[redacted] stated that she refaxed the
documents, but we have not received the fax from Ms[redacted]We attempted to contact
Ms[redacted] again via telephone and e-mail on March 18, If she will
furnish the requested information, we will be glad to investigate this issue
As always, we strive to ensure
our customers have a good and equitable experience with our productsUntil
such time as we receive the requested information, we consider this matter
closedTo properly and promptly research this issue, we need the 16-digit
number of the card in questionYou can fax either a copy of the card and/or
receipt to ###-###-####
Please call if you have
questions or if I may be of further serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy,
Suite
Columbus, Georgia
August 8,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #– Elisabeth Pennix
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Ms[redacted] via the e-mail address and telephone number provided
in her complaint, regarding further necessary information needed to investigate
the issue with her Gift Card
We sent an e-mail to Ms[redacted] on August 4, 2014, followed by a
telephone attempt on August 7, requesting a copy of the receiptIf she
will furnish the requested information, we will be glad to investigate and
resolve the issueIf Ms[redacted] no longer has the receipt, one can be obtained
from the merchant location where the card was purchased. As always, we strive to ensure our customers
have a good and equitable experience with our productsUntil such time as we
receive the requested information to correct this issue, we consider this
matter closed
To properly and promptly research this issue, a copy of the required
documents can be faxed to [redacted]
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
January 5,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Ms
[redacted]'s Vanilla Visa Gift Card
Unfortunately Ms[redacted]
was a victim of a form of fraud known as package tamperingHer
card was fraudulently
compromised prior to activationOur fraud team is currently investigating this
issueWe place a great deal of importance on customer satisfaction and we want
to be sure that our customers have a positive experience with our productWe attempted
to contact Ms[redacted] via email to advise her that her card has been activated
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">December 29,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]'s
Vanilla Visa Gift Cards
Unfortunately Mr
[redacted] was a victim of a form of fraud known as package tampering. His cards were fraudulently compromised prior
to activationOur fraud team is currently investigating this issueWe place a
great deal of importance on customer satisfaction and we want to be sure that
our customers have a positive experience with our product. We have received all necessary documentation
and have been in contact with Mr[redacted] to advise him we have activated his cards
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
**
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
(678) 921-
July 23,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
investigated the issue with Mr[redacted]'s two Vanilla Visa Gift CardsThank you
for taking the time to make us aware of the issue.
Replacement
cards were ordered for Mr[redacted] on June 18, 2014. When we contacted Mr[redacted] to discuss the
missing replacement cards he advised us that the Gift Cards in question have in
fact been received
Thank you again for bringing this to my
attentionIf you have questions, or I may be of further service please contact
me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
December 11,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted] – [redacted]
Dear Ms[redacted]
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]'
PayPal MyCash Reload Card
Mr[redacted] purchased a
$PayPal MyCash Reload Card at Walgreens Pharmacy on November 24, Due
to Mr[redacted] having an issue while loading the funds to his account, he
requested a refundAs standard procedure we requested documentation from Mr[redacted]
in order to process the refundWe received all requested documents and we have
issued a refund in the amount of $on December 11,
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
###-###-####
September 12,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Mr[redacted]s
MyVanilla Reloadable Debit Card
Due to technical issues beyond our control, transactions could not be
processed during the time Mr[redacted] attempted to use his card. We could not assist Mr[redacted] when he
contacted our office due to the same system issue. As a gesture of our goodwill, we have
credited $as a courtesy to Mr[redacted] MyVanilla Reloadable debit card for
his inconvenience
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
September 12,
class="MsoNormalCxSpMiddle" "line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case # [redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled inquiry is hereby acknowledgedWe have investigated the issue with Ms[redacted] JH Preferred Reloadable Debit Card
Due to technical issues beyond our control, transactions could not be
processed during the time Ms[redacted] attempted to use her card. A preauthorization was received for the transactions
in question; however, due to technical issues the transaction was not completed. When a preauthorization request is received,
this amount is placed on hold until the transaction settles. We have since released the hold on the
funds. As a gesture of our goodwill, we
have also credited an additional $as a courtesy to Ms[redacted] JH
Preferred Reloadable debit card for her inconvenience
We sincerely apologize for any inconvenience this matter has caused
Thank you again for bringing this to my attentionIf you have questions, or I
may be of further service please contact me directlyWith warm regards I
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
September 10,
"line-height: normal;">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] – [redacted]
Dear Ms. [redacted]
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]'s PayPal MyCash
Reload Card
Ms[redacted] stated she could was unable to
redeem her PIN via the PayPal websiteWe were experiencing system issues
beyond our control during the time Ms[redacted] attempted to redeem the
funds. We have processed a refund for
Ms[redacted] in the amount of $for her PayPal MyCash Reload Card which
includes the activation fee.
We sincerely apologize
for any inconvenience this matter has causedThank you again for bringing this
to my attentionIf you have questions, or I may be of further service please
contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
August 8,
"line-height: normal;">
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Mr[redacted] via the e-mail address and telephone number provided
in his complaint, regarding further necessary information needed to investigate
the issue with his Gift Card
We attempted to contact Mr[redacted] via e-mail on August 4, 2014, followed
by a telephone attempt on August 7, 2014.
We have not received the requested information from Mr[redacted]If he
will furnish the requested information, we will be glad to investigate and
resolve the issueAs always, we strive to ensure our customers have a good and
equitable experience with our productsUntil such time as we receive the
requested information to correct this issue, we consider this matter closed
To properly and promptly research this issue, we need the 16-digit
number of the card in questionMr[redacted] can fax a copy of the required
documents to 866-295-
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
R.BRolling
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, [redacted]
Columbus, Georgia
[redacted]
">March 5,
Ms. [redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted]
Dear Ms. [redacted]
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to investigate the issue with Mr[redacted]' My Vanilla Reloadable PrePaid
Debit Card
We have contacted Mr[redacted] in order to get the digit card number
needed to investigate the issue with his MyVanilla Reloadable PrePaid Debit
Card. After contacting Mr[redacted] to
research this claim he advised that he returned to the merchant location from
which he obtained the card and the issue has been resolved.
We sincerely apologize for any inconvenience caused by this issue
Thank you for bringing this to our attention.
Please call if you have any questions or if I may be of further
assistanceI remain,
Please call if you have questions or if I may be of further
service. I remain,
Sincerely,
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
February 11,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: RevDex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above
styled complaint is hereby acknowledgedWe have investigated the issue with Mr
[redacted]'s PayPal MyCash Reload Cards
We have reviewed Mr[redacted]'s
complaint and it appears he voluntarily provided his card information to initiate
the transactions in questionWe advised Mr[redacted] to contact law enforcement
We will cooperate fully in the investigationWhile we regret that our products
were used in this manner, the transactions themselves are not fraudulentIn
accordance with our procedures we reviewed the reload pack as well as
the receiving accountWe found that both the reload pack and the receiving
accounts had been fully redeemedWe will remain willing to assist law
enforcement with the ongoing investigation and resolution of any crimes which
may have been committedIt is important to remember 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 productWe regret the circumstances that led
Mr[redacted] to contact our officeWe will pledge our support in the
investigation and resolution of the matter and hope that he is able to recover
his lossesWe are unable to reimburse this loss since the reload pack was
redeemed with Mr[redacted]'s consentPlease call if you have any questions or if
I may be of further assistanceThank you for bringing this to my attention
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
class="MsoNormalCxSpMiddle" "line-height:normal">
December 29,
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted] –
[redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby
acknowledgedWe have investigated the issue with Ms[redacted]' MyVanilla
Reloadable Visa Debit Card
We have reviewed Ms[redacted]' issue with her
MyVanilla Reloadable
Visa Debit Card and found that the card in question had a load for $from
the merchant Fred's on December 10, 2015; however, immediately following the
load the merchant reversed the transactionAs standard procedure we requested
documentation from Ms[redacted]We received the requested documentation and was
able to manually load the funds to her
account on December 21, Ms[redacted] has been successful in using her card
leaving her account with a $balance
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 productThank
you again for bringing this to my attentionPlease call if you have any
questions or if we may be of further assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
May 20,
"">Ms[redacted] Revdex.com Post Office Box Columbus Georgia Re: Revdex.com Case # [redacted] – [redacted] Dear Ms[redacted]: Receipt of the above styled complaint is hereby acknowledgedWe have investigated the issue with Mr[redacted]'s MyVanilla Reloadable Debit CardPlease know that the MyVanilla Reloadable Debit Card is not sold or marketed as a Gift CardIn 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 databasesWe do not run credit reportsPlease know that, as a consumer, by law your credit file cannot be accessed without your consentWe do not request consent from our cardholders and we do not access credit filesThe information is obtained strictly under the requirements of the USA PATRIOT Act and is protected on our systems in a PCI compliant environmentOur obligation to collect information and perform these checks is disclosed on the face of our card packagingWe have reviewed the calls to better understand how this issue was handledOn May 11, 2016, the call center representative advised Mr[redacted] we would activate his card, but that he would need to go online to register the cardMr[redacted] attempted to register his card; however, we discovered he was unsuccessfulDue to the USA Patriot Act we are unable to allow cash access or reloads without being able to successfully identify our cardholdersAlthough the card was activated by the call center representative, it was still an unregistered card. Due to this status, he was only able to use the card to deplete the initial balance on the card and was unable to load any funds until he completed a successful registrationWe place a great deal of importance on customer satisfaction and want to be sure that our customers have a positive experience with our productAs evidence thereof, we contacted Mr[redacted] to assist him in registering his account; however, he declined. He has successfully depleted the balance on the cardWe sincerely apologize for any inconvenience this matter has causedThank you for bringing this to our attentionSincerely, [redacted] Chief Operating Officer Incomm Financial Services, IncBrookstone Centre Pkwy, Suite Columbus, Georgia [redacted]
March 9,
"line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # [redacted]
Dear Ms[redacted]
Receipt of the above styled complaint is hereby acknowledgedWe have
attempted to contact Mr[redacted]s via the e-mail address provided in his complaint,
regarding further necessary information needed to investigate the issue with his
Gift Card
We attempted to contact Mr[redacted]s via e-mail on March 5, 2015; no
telephone number was provided in his complaintWe have not received the
requested information from Mr[redacted]sIf he will furnish the requested
information, we will be glad to investigate and resolve the issueAs always,
we strive to ensure our customers have a good and equitable experience with our
productsUntil such time as we receive the requested information to correct
this issue, we consider this matter closed
To properly and promptly research this issue, we need the 16-digit
number of the card in questionMr[redacted]s can fax a copy of the required
documents to ###-###-####
Please call if you have questions or if I may be of further serviceI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 31,
class="MsoNormalCxSpMiddle" "line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case #[redacted] – [redacted]
Dear Ms[redacted]:
Receipt of the above styled inquiry is hereby acknowledgedWe have
investigated the issue with Ms[redacted]'s MyVanilla Reloadable Visa Debit Card
Ms[redacted] originally contacted our office on March 21, to file a
disputeAs standard procedure we requested documentation from Ms[redacted] to
prove ownership of the cardWe received the documentation on March 21, 2016;
however, due to an error with our internal ticketing system, Ms[redacted]'s ticket
was not assigned to the correct folderWe have reassigned it to the correct
folder and a refund check in the amount of $to the address provided in
Ms[redacted]'s complaint
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
We sincerely apologize for any inconvenience this matter has causedThank you
again for bringing this to my attentionIf you have questions, or I may be of
further service please contact me directlyWith warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]