August 27,
">
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]' JH Preferred
Reloadable Visa Debit Card
Mr[redacted] initially contacted us on June 17,
to dispute charges made to his card by the merchant [redacted] in the amount
of $1,We sent a dispute packet to Mr[redacted] on June 18, We received the completed dispute packet on
June 19, The dispute process may
take up to days to reach a complete resolution and we apologize for any
miscommunication regarding the time frame for each step in the dispute process
The chargeback was submitted on July 20, The merchant has days to
represent against the chargebackIf the merchant does not represent, the funds
will be available on September 3,
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 hope that Mr[redacted] can understand and
appreciate our responseWe sincerely apologize for any inconvenience this
matter has causedThank you for bringing this to our attentionPlease call if
you have any questions, or if I may be of further assistance in any wayI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
(678) 921-
September 12,
"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 MIO MasterCard 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]'s MIO
Reloadable debit card for her inconvenience
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 directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
"line-height:normal">January 7,
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 Ms[redacted]'s PayPal MyCash Reload Card
After researching this inquiry we have identified and resolved the
issueWe have been in contact with Ms[redacted] and issued her a new PIN in the amount
of $
We place a great deal of importance on customer satisfaction and
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]
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
investigated the issue with Ms[redacted]'s Vanilla Reload Network CardsThank you
for taking the time to make us aware of the issue.
We have reviewed Ms[redacted]'s complaint and she stated that she voluntarily
provided her card information to initiate the transactions on the cards in
questionWe would like to urge Ms[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 to prevent any further transactions
We 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 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 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
###-###-####
March 7,
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 reviewed Ms[redacted]'s issue with
her MyVanilla Reloadable Visa Debit Card
Ms[redacted] initially
contacted our office on February 26, to dispute unauthorized charges made
to her cardDuring our investigation we found that Ms[redacted]'s card was registered
in another nameAs standard procedure
we requested documentation from Ms[redacted] to prove ownership of the cardA chargeback
was submitted on March 4, Per Visa Regulations, the merchant has days
from the date the chargeback was submitted to representThe 45th day will be April
18, If the merchant does not represent, a refund will be issued to Ms
[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 productWe sincerely apologize for any
inconvenience this matter has causedThank you for bringing this to our
attentionPlease call if you have any questions, or if I may be of further
assistance in any wayI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
">
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 complaint is
hereby acknowledgedWe have investigated the issue with Mr[redacted]'s MIO
Money MasterCard
Reloadable Debit Card account
After researching this inquiry, we found that
an error was made on the letter sent to Mr[redacted] regarding his MIO Money MasterCard
Reloadable Debit Card accountThe letter states "Please allow up to days to
process check"; however, the letter should state "Please allow up to days to
process check"This error was not discovered prior to the mailing, and we
apologize for the confusion and inconvenience this has causedMr[redacted]'s
request was escalated and a check has been processed and sent via FedEx to the
address he providedNow that the error has been identified, we are looking at
ways to accelerate any requests for consumers that received a letter with the
same error, and we have contacted our vendor to have this error corrected going
forward
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 directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Princeton Avenue
Columbus, Georgia
[redacted]
"">April 7,
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 reviewed Ms[redacted]'s
issue with the Vanilla Visa Gift Card
Ms[redacted]
initially contacted our office on January 2, disputing an unauthorized
transactionA dispute packet was sent via email to
the email address she providedWe
received the documentation on January 11, Ms[redacted] was advised that
the dispute process may take up to days to reach a complete resolutionHowever,
we discovered that due to an inadvertent oversight, Ms[redacted]'s chargeback
was not submitted timely
We 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 expedited Ms[redacted] a refund in the amount of $We sincerely
apologize for any inconvenience this matter has causedThank you for bringing
this to our attentionPlease call if you have any questions, or if I may be of
further assistance in any wayI remain,
Sincerely,
[redacted]
Chief
Operating Officer
Incomm
Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus,
Georgia
[redacted]
May 18,
","serif">
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 Ms[redacted], via e-mail address
and via phone number provided in her complaint, regarding further necessary
information needed to investigate the issue with her Gift Card
We attempted to contact Ms[redacted] via e-mail
on May 13, and via phone on May 14, We have not received the
requested information from Ms[redacted] If
she 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 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
###-###-####
December 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 MyVanilla Reloadable Debit Card
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, including fees, which apply to the CardThe terms and conditions
are received with the Card and are available at any time for viewing online at
www.myvanilladebitcard.comIn accordance with the
"Fee Schedule" section of the Cardholder Agreement it states both Signature Purchase
(Credit) and PIN Purchase (Debit) transactions fees are $per transaction
This information is also available on the card packaging
We have reviewed the calls and found that our call center
representatives handled the call professionallyOn December 8, the
customer service representative that handled Mr[redacted]'s called waived the
ATM Balance Inquiry fee of $as a one-time courtesy
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 assistanceThank
you for bringing this to my attention.
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
December
21,
"line-height:115%">
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
When
a card is purchased, the point of sale triggers the activation of the
card. After reviewing the card account
it appears there was an activation issue at the terminal and the card did not
activate properlyMs[redacted] contacted us on December 13, to report the
issue with her cardAs standard procedure, we requested a copy of the card as
well as proof of purchaseWe have not received the requested documentation
from Ms[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 productAs evidence
thereof, we have activated Ms[redacted]'s Vanilla Visa Gift CardWe sincerely
apologize for any inconvenience this matter has causedIf 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]
December 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
Toonkel's MyVanilla Reloadable Debit Card
Due to technical issues beyond our control, ATM transactions could not
be processed during the time Ms[redacted] attempted to use her card. The error occurred on December 27, and
the funds, including the fee, were returned to her account on the following
business day, December 29,
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
###-###-####
October 16,
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
Ms[redacted]s contacted
us September 27, regarding a card she purchased that was not working
properly. We requested additional documentation from Ms
[redacted]s due to incorrect information givenAs a good faith gesture a
replacement card was sent to Ms[redacted]s prior to receiving her complaint from
the Revdex.com although we still did not have the correct information
In our investigation we have found that both the compromised card and
the newly issued replacement card were used to make purchases via the same
online merchant, FacebookPlease note, no further replacement cards will be
sent to Ms[redacted]s as a result of this investigation into her claim
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
(678) 921-
December 16,
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 Reload Network Card
Due to technical issues beyond our control, online refunds could not be
processed during the time Ms[redacted] requested a refund for her Vanilla
Reload Network Card. The issue has been
resolved and the refund was processed on November 20, 2014. The check was sent to the address given at
the time of refund request.
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
###-###-####
">
December 3,
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 Ms[redacted]'s Vanilla Visa Gift Card
Our system showed that Ms[redacted]s originally contacted our office on
November 23, disputing charges that occurred on October 27, We sent a dispute packet to Ms[redacted]s on
November 24, and it was not retuned until December 1, After researching
Ms[redacted]s' account we discovered that on October 27, the transaction
settled to her accountThe merchant issued a credit which was placed on hold
until the transaction settledHowever, before the credit posted the merchant submitted
a credit reversalA chargeback was attempted for the charge; however, on
November 19, a system adjustment was made stating the charge was made in
error and credit was due to the cardholderWe have been in contact with Ms
[redacted]s' and a refund check has been issued via FEDEX to the address provided
in her complaint
We sincerely apologize for any inconvenience this matter has causedWe
hope that you will find this a satisfactory resolutionThank you for bringing
this to our attentionPlease call if you have questions or if I may be of
further serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
"line-height:normal">January 21,
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
Vanilla Visa Gift Card
Mr[redacted] originally
contacted our office on January 2, to report a lost cardAs standard
procedure we requested documentation from Mr[redacted]We were unable to locate
the card account in order to place it on hold, to prevent further transaction
based on the information he providedWe received documentation on January 5,
2016; however, he was advised to resend the documents, due to the font not
compatible with the system security networkWhen Mr[redacted] contacted us on
January 2, to report the card lost/stolen, the card only had a balance of
$We have since received the documentation and a replacement card has been
issue to Mr[redacted] with the remaining balance on the card
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 sincerely apologize for any
inconvenience this matter has causedThank you again for bringing this to my
attention
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
June 23,
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 Ms
[redacted]'s Vanilla Visa Gift Card
After
researching this inquiry we found that the card in question received a credit on
June 8, for $from Walmart #in Tullahoma, TN. This credit was for more than the face value
of the gift card which in turn caused it to go into a deactivated status These cards are nonreloadable cards and are
not designed to receive creditsIn the event goods or services are returned we
request a receipt from the initial purchase as well as the return to ensure no
error has been made and no fraud committed.
We reviewed Ms
[redacted]'s account and determined that no fraud has been committed, we removed
the hold on her account on June 19, We urge Ms[redacted] to use the card
to deplete the balance. We attempted to
contact Ms[redacted] on Thursday, June 19, to advise her that her funds
were available for use. Ms[redacted] was
not available and has not returned our call
We sincerely apologize
for any inconvenience caused by this matterThank you for bringing this to our
attentionPlease call if you have any questions or if I may be of further
assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
(678) 921-
May 14,
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 reviewed
Ms[redacted]'s MyVanilla Reloadable Debit Card account
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 CardThe terms and conditions are
received with the Card and are available at any time for viewing online at
www.myvanilladebitcard.com
On May 1, Ms[redacted]'s account was
blocked by the issuing bank because the transaction activity was suspicious in
nature. These cards have strict
restrictions and are reviewed daily to protect our cardholders. The account has been placed in a Spend Down
status. This will allow Ms[redacted] to
remove the funds from her account, but she will not have the ability to load
funds. We urge her to use the card to
deplete the balance.
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 causedWe hope that
you will find this a satisfactory resolutionI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
January 5,
"line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # – Michael [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
Mr[redacted] purchased three $PayPal MyCash Reload Cards from
the merchant WalgreensWe have reviewed Mr[redacted]'s complaint and it appears
he voluntarily provided his card information to initiate the transactions on
two of the cards in questionWe advised Mr[redacted] to contact law
enforcementWe 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 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
While the third card redemption appeared suspicious, we reimbursed Mr
[redacted] for its full value of $to the address provided in his complaint
as a gesture of our goodwill
We place a great deal of importance on 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 I may be of further assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
">March 11,
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 investigated
the issue with Ms[redacted]' MyVanilla Reloadable Debit Card
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, including fees, which apply to the CardThe terms and
conditions are received with the Card and are available at any time for viewing
online at www.myvanilladebitcard.com
We received an ACH load on February 27,
that was suspicious in natureThese cards have strict restrictions and are
reviewed daily to protect our cardholdersIn accordance with our
procedures we requested copies of documentation to validate the ACH load. We received the requested documentation on
March 5, and the hold was lifted the following day
We hope that you will find this a satisfactory resolutionThank 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
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 7,
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 reviewed Ms[redacted]'s issue
with her OneVanilla Prepaid Debit Cards
Ms[redacted] originally
contacted our office on February 8, 2016, disputing unauthorized transactions on
cards; she stated she may have been a victim of scamAs standard procedure, we
placed the cards on hold and requested documentation from Ms[redacted] to
prove ownership of the cardsDue to an oversight in the investigation process
we are refunding Ms[redacted] $3,
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 productWe 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]
August 27,
">
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]' JH Preferred
Reloadable Visa Debit Card
Mr[redacted] initially contacted us on June 17,
to dispute charges made to his card by the merchant [redacted] in the amount
of $1,We sent a dispute packet to Mr[redacted] on June 18, We received the completed dispute packet on
June 19, The dispute process may
take up to days to reach a complete resolution and we apologize for any
miscommunication regarding the time frame for each step in the dispute process
The chargeback was submitted on July 20, The merchant has days to
represent against the chargebackIf the merchant does not represent, the funds
will be available on September 3,
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 hope that Mr[redacted] can understand and
appreciate our responseWe sincerely apologize for any inconvenience this
matter has causedThank you for bringing this to our attentionPlease call if
you have any questions, or if I may be of further assistance in any wayI
remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
(678) 921-
September 12,
"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 MIO MasterCard 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]'s MIO
Reloadable debit card for her inconvenience
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 directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
"line-height:normal">January 7,
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 Ms[redacted]'s PayPal MyCash Reload Card
After researching this inquiry we have identified and resolved the
issueWe have been in contact with Ms[redacted] and issued her a new PIN in the amount
of $
We place a great deal of importance on customer satisfaction and
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]
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
investigated the issue with Ms[redacted]'s Vanilla Reload Network CardsThank you
for taking the time to make us aware of the issue.
We have reviewed Ms[redacted]'s complaint and she stated that she voluntarily
provided her card information to initiate the transactions on the cards in
questionWe would like to urge Ms[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 to prevent any further transactions
We 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 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 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
###-###-####
March 7,
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 reviewed Ms[redacted]'s issue with
her MyVanilla Reloadable Visa Debit Card
Ms[redacted] initially
contacted our office on February 26, to dispute unauthorized charges made
to her cardDuring our investigation we found that Ms[redacted]'s card was registered
in another nameAs standard procedure
we requested documentation from Ms[redacted] to prove ownership of the cardA chargeback
was submitted on March 4, Per Visa Regulations, the merchant has days
from the date the chargeback was submitted to representThe 45th day will be April
18, If the merchant does not represent, a refund will be issued to Ms
[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 productWe sincerely apologize for any
inconvenience this matter has causedThank you for bringing this to our
attentionPlease call if you have any questions, or if I may be of further
assistance in any wayI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
">
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 complaint is
hereby acknowledgedWe have investigated the issue with Mr[redacted]'s MIO
Money MasterCard
Reloadable Debit Card account
After researching this inquiry, we found that
an error was made on the letter sent to Mr[redacted] regarding his MIO Money MasterCard
Reloadable Debit Card accountThe letter states "Please allow up to days to
process check"; however, the letter should state "Please allow up to days to
process check"This error was not discovered prior to the mailing, and we
apologize for the confusion and inconvenience this has causedMr[redacted]'s
request was escalated and a check has been processed and sent via FedEx to the
address he providedNow that the error has been identified, we are looking at
ways to accelerate any requests for consumers that received a letter with the
same error, and we have contacted our vendor to have this error corrected going
forward
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 directly
With warm regards I remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Princeton Avenue
Columbus, Georgia
[redacted]
"">April 7,
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 reviewed Ms[redacted]'s
issue with the Vanilla Visa Gift Card
Ms[redacted]
initially contacted our office on January 2, disputing an unauthorized
transactionA dispute packet was sent via email to
the email address she providedWe
received the documentation on January 11, Ms[redacted] was advised that
the dispute process may take up to days to reach a complete resolutionHowever,
we discovered that due to an inadvertent oversight, Ms[redacted]'s chargeback
was not submitted timely
We 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 expedited Ms[redacted] a refund in the amount of $We sincerely
apologize for any inconvenience this matter has causedThank you for bringing
this to our attentionPlease call if you have any questions, or if I may be of
further assistance in any wayI remain,
Sincerely,
[redacted]
Chief
Operating Officer
Incomm
Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus,
Georgia
[redacted]
May 18,
","serif">
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 Ms[redacted], via e-mail address
and via phone number provided in her complaint, regarding further necessary
information needed to investigate the issue with her Gift Card
We attempted to contact Ms[redacted] via e-mail
on May 13, and via phone on May 14, We have not received the
requested information from Ms[redacted] If
she 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 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
###-###-####
December 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 MyVanilla Reloadable Debit Card
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, including fees, which apply to the CardThe terms and conditions
are received with the Card and are available at any time for viewing online at
www.myvanilladebitcard.comIn accordance with the
"Fee Schedule" section of the Cardholder Agreement it states both Signature Purchase
(Credit) and PIN Purchase (Debit) transactions fees are $per transaction
This information is also available on the card packaging
We have reviewed the calls and found that our call center
representatives handled the call professionallyOn December 8, the
customer service representative that handled Mr[redacted]'s called waived the
ATM Balance Inquiry fee of $as a one-time courtesy
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 assistanceThank
you for bringing this to my attention.
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
December
21,
"line-height:115%">
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
When
a card is purchased, the point of sale triggers the activation of the
card. After reviewing the card account
it appears there was an activation issue at the terminal and the card did not
activate properlyMs[redacted] contacted us on December 13, to report the
issue with her cardAs standard procedure, we requested a copy of the card as
well as proof of purchaseWe have not received the requested documentation
from Ms[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 productAs evidence
thereof, we have activated Ms[redacted]'s Vanilla Visa Gift CardWe sincerely
apologize for any inconvenience this matter has causedIf 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]
December 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
Toonkel's MyVanilla Reloadable Debit Card
Due to technical issues beyond our control, ATM transactions could not
be processed during the time Ms[redacted] attempted to use her card. The error occurred on December 27, and
the funds, including the fee, were returned to her account on the following
business day, December 29,
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
###-###-####
October 16,
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
Ms[redacted]s contacted
us September 27, regarding a card she purchased that was not working
properly. We requested additional documentation from Ms
[redacted]s due to incorrect information givenAs a good faith gesture a
replacement card was sent to Ms[redacted]s prior to receiving her complaint from
the Revdex.com although we still did not have the correct information
In our investigation we have found that both the compromised card and
the newly issued replacement card were used to make purchases via the same
online merchant, FacebookPlease note, no further replacement cards will be
sent to Ms[redacted]s as a result of this investigation into her claim
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
(678) 921-
December 16,
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 Reload Network Card
Due to technical issues beyond our control, online refunds could not be
processed during the time Ms[redacted] requested a refund for her Vanilla
Reload Network Card. The issue has been
resolved and the refund was processed on November 20, 2014. The check was sent to the address given at
the time of refund request.
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
###-###-####
">
December 3,
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 Ms[redacted]'s Vanilla Visa Gift Card
Our system showed that Ms[redacted]s originally contacted our office on
November 23, disputing charges that occurred on October 27, We sent a dispute packet to Ms[redacted]s on
November 24, and it was not retuned until December 1, After researching
Ms[redacted]s' account we discovered that on October 27, the transaction
settled to her accountThe merchant issued a credit which was placed on hold
until the transaction settledHowever, before the credit posted the merchant submitted
a credit reversalA chargeback was attempted for the charge; however, on
November 19, a system adjustment was made stating the charge was made in
error and credit was due to the cardholderWe have been in contact with Ms
[redacted]s' and a refund check has been issued via FEDEX to the address provided
in her complaint
We sincerely apologize for any inconvenience this matter has causedWe
hope that you will find this a satisfactory resolutionThank you for bringing
this to our attentionPlease call if you have questions or if I may be of
further serviceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
"line-height:normal">January 21,
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
Vanilla Visa Gift Card
Mr[redacted] originally
contacted our office on January 2, to report a lost cardAs standard
procedure we requested documentation from Mr[redacted]We were unable to locate
the card account in order to place it on hold, to prevent further transaction
based on the information he providedWe received documentation on January 5,
2016; however, he was advised to resend the documents, due to the font not
compatible with the system security networkWhen Mr[redacted] contacted us on
January 2, to report the card lost/stolen, the card only had a balance of
$We have since received the documentation and a replacement card has been
issue to Mr[redacted] with the remaining balance on the card
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 sincerely apologize for any
inconvenience this matter has causedThank you again for bringing this to my
attention
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
[redacted]
June 23,
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 Ms
[redacted]'s Vanilla Visa Gift Card
After
researching this inquiry we found that the card in question received a credit on
June 8, for $from Walmart #in Tullahoma, TN. This credit was for more than the face value
of the gift card which in turn caused it to go into a deactivated status These cards are nonreloadable cards and are
not designed to receive creditsIn the event goods or services are returned we
request a receipt from the initial purchase as well as the return to ensure no
error has been made and no fraud committed.
We reviewed Ms
[redacted]'s account and determined that no fraud has been committed, we removed
the hold on her account on June 19, We urge Ms[redacted] to use the card
to deplete the balance. We attempted to
contact Ms[redacted] on Thursday, June 19, to advise her that her funds
were available for use. Ms[redacted] was
not available and has not returned our call
We sincerely apologize
for any inconvenience caused by this matterThank you for bringing this to our
attentionPlease call if you have any questions or if I may be of further
assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses,
Inc
Brookstone Centre
Pkwy, Suite
Columbus, Georgia
(678) 921-
May 14,
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 reviewed
Ms[redacted]'s MyVanilla Reloadable Debit Card account
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 CardThe terms and conditions are
received with the Card and are available at any time for viewing online at
www.myvanilladebitcard.com
On May 1, Ms[redacted]'s account was
blocked by the issuing bank because the transaction activity was suspicious in
nature. These cards have strict
restrictions and are reviewed daily to protect our cardholders. The account has been placed in a Spend Down
status. This will allow Ms[redacted] to
remove the funds from her account, but she will not have the ability to load
funds. We urge her to use the card to
deplete the balance.
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 causedWe hope that
you will find this a satisfactory resolutionI remain,
Sincerely,
[redacted]
Chief Operating Officer
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
January 5,
"line-height:normal">
Ms[redacted]
Revdex.com
Post Office Box
Columbus Georgia
Re: Revdex.com Case # – Michael [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
Mr[redacted] purchased three $PayPal MyCash Reload Cards from
the merchant WalgreensWe have reviewed Mr[redacted]'s complaint and it appears
he voluntarily provided his card information to initiate the transactions on
two of the cards in questionWe advised Mr[redacted] to contact law
enforcementWe 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 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
While the third card redemption appeared suspicious, we reimbursed Mr
[redacted] for its full value of $to the address provided in his complaint
as a gesture of our goodwill
We place a great deal of importance on 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 I may be of further assistanceI remain,
Sincerely,
[redacted]
Chief Operating Officer
Incomm Financial Services, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
[redacted]
">March 11,
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 investigated
the issue with Ms[redacted]' MyVanilla Reloadable Debit Card
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, including fees, which apply to the CardThe terms and
conditions are received with the Card and are available at any time for viewing
online at www.myvanilladebitcard.com
We received an ACH load on February 27,
that was suspicious in natureThese cards have strict restrictions and are
reviewed daily to protect our cardholdersIn accordance with our
procedures we requested copies of documentation to validate the ACH load. We received the requested documentation on
March 5, and the hold was lifted the following day
We hope that you will find this a satisfactory resolutionThank 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
ITC Financial Licenses, Inc
Brookstone Centre Pkwy, Suite
Columbus, Georgia
###-###-####
March 7,
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 reviewed Ms[redacted]'s issue
with her OneVanilla Prepaid Debit Cards
Ms[redacted] originally
contacted our office on February 8, 2016, disputing unauthorized transactions on
cards; she stated she may have been a victim of scamAs standard procedure, we
placed the cards on hold and requested documentation from Ms[redacted] to
prove ownership of the cardsDue to an oversight in the investigation process
we are refunding Ms[redacted] $3,
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 productWe 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]