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"Vanilla Visa" gift cards are a RIP OFF! Do not buy one nor consider giving it as a gift. The decrease the amount of the Gift card every month. When you try to use it, it declines over and over. When you FINALLY get to use it by applying half the money you were supposes to have... they the C>C. continues to decline!
I will NEVER get on of these again...further, I will email EVERYONE at work, neighbors and friends alerting them of this rip off Gift card.
Our problem is slightly different from most. We received a $250 Vanilla Visa as a wedding present in August - in Canadian dollars. We're in the US. We figured we'd save the card to use on our honeymoon in Europe. Card was declined there for insufficient funds. When we got back to the states, we found out that the same day we attempted to use the card for the first time, some crook also decided to use the card. To the tune of $245?
Customer service has been impossible. Visa doesn't support these cards at all. They say it's the bank's responsibility to make good on the card. So what does the name VISA actually mean on the card? Apparently nothing!
Wow, I just bought a vanilla visa gift card and put a large sum on it, after reading your posts, I'm starting to think I should have done a little more research. Well the lady at the Lowes didn't know how to ring me up using it and needed assistance. I think the down side to this thing so far; being the paranoid person I am, is that it is a lot easier to scam someone if you don't have access to the internet. I didn't use the card for a few days and was able to use the vanilla visa site without any problem. But now that I have used it, it is strange, I can't seem to log in and get the balance of the card. This really does seem to be an extremely well thought out scam if it is one. With enough complaints, if it turns out that this is yet another elaborate scheme for the corporate elite to get rich, legislation can be brought about that could cure this type of activity if it is found to be fraudulent. But we must look into forums like this and someone has really gotta care that its wrong. Kind of like the whole double taxation thing on an estate after a person dies. I know, many people will justify it by saying it's not a double tax, but look into the wording, it really is. If the average Joe did what these companies do, they would end up in jail. Is it fair? No, but what is the alternative right now? Write on this board and make others aware of your existing complaints, it's worth it.
I bought this card to use for Christmas online shopping to be safer. Let me say this now, I HATE THIS CARD! Most transactions were declined and one company charged me double for something that was declined and i had to wait 14 days to have the money put back.
omg.. Nothing pissed me off more than this card. This is the worst piece of [censored] I have ever bought. Didn't even work -__- . I bought the card so that i could buy some gifts online, thinking that it would be safer than to use my debit card during the Christmas season. However, this was not the case. the card didn't work. I had to try calling customer care more than 30 times before I finally get in contact with a human being -.-, only to be given the run around. i'm so sorry i wasted my money on this [censor]. I won't recommend this to anyone.
Hello all. I recently did a merchandising job for Vanilla Visa cards, and some others. They are pretty nice looking cards.
You really have to read the info on the card packet, to check for hidden fees, and fees just for buying the card! It's mostly the bank or American Express Visa cards that do this. They usually put this info on the top right or left of the packet. Most gift cards that are sold at grocery stores, pharmacies, etc do NOT have any fees, such as the restaurant or retail ones. Do NOT buy cards before reading ALL the info, or you and your recipient may be scammed. Jarlib1
I actually used to like this card. Everything was great for a while, but then the cards started to not work. I emailed customer service a while back and they said the card was never registered to their system and they would need the purchase receipt to fix it in their system. So I email it to them. They can't read it. I faxed it, they can't read it. I saw the pdf when I emailed it and I could read it just fine. This whole ordeal takes a few weeks. Next thing you know, the email is not responded to. I check the website to see if they changed it and the email support link is GONE! I called customer service and they said they don't do email support anymore. Wierd. So I give them the trouble ticket number and they can't pull it up because the system is down, go figure. Next week, I call back. The CSR doesn't make any sense and sounds Filipino. I ask what country I was calling and they say Georgia. I thought they meant Georgia the country at first because I would believe that but they said Atlanta, GA. I asked for a supervisor and they hung up. I called again and asked for a supervisor immediately and they said they wouldn't transfer me unless I told them why I wanted a supervisor.
So, my giftcard doesn't work and communication seems to have been outsourced to a country without email. WTF?
I finally get ahold of a supervisor named Demetri and he says he is going to take care of it and he will call me back. At least he speaks good English. A month passes because I forgot about it and I receive a letter in the mail because they couldn't activate it from their office? Why not. I have the credit card number here, all they have to do is put it in the system. Oh well, so I call to check the balance and guess what. It says I need to return it to the store I bought it from because it was not activated. x.x I call back and ask for Demetri and guess what. He's been let go and doesn't work there now. No one knows what he did to help me because it wasn't put into the trouble ticket. So they need the receipt again and I fax it because they don't have email. They can read it, but it doesn't match the card I have. No [censor], they sent me a new one with a different card number because they couldn't activate the first one. Now this one isn't active neither. So they say I need to go to the store, but I got the card from them! Not a store.
So here I am, defeated and out of $175.00 because I've got about 5 cards that don't work. Can't keep in touch with someone there who will keep their job or understand the ones remaining. And they won't give me a refund or activate my replacement card because I don't have a receipt for it even though I didn't buy it in the store.
From what I've been able to gather, they made changes in the past year in management and now we are stuck with the fallout.
If anyone cares, the parent company isn't Silverton, it's Incomm and their website is www.incomm.com . You can see the VVGC on that website. They are headquartered in Atlanta, GA and Silverton is the card issuer but not in charge of the rules and regulations of the card itself. They also work with Greendot, Mio, Rapidpay, Fastcard, and those expensive long distance and ATT, Tmobile and Verizon phone cards you get at Walmart. Btw, I learned that because of their recent fraud issue. Most Walmarts in California have banned the use of VV giftcards for purchases. NBC Los Angeles has also gotten involved and is investigating them.
My wife bought me a Visa gift card for my birthday and when I tried to use it I was told it had expired four months before it was even bought. I called the number on the back and they said they would send me a replacement within ten days. About a month later, still no new card, so I called them back and they told they didn't know when I would get my new card and were very rude about it. Another month later I called back again and the guy told me he was very sorry for the delay and he would have a new card overnighted to me. That was three weeks ago and still no card. I am trying to tell as many people as I can to beware of the Visa gift cards. I'll never buy them again.
I loaded up a card with $300 and had troubles ordering from any reputable online vendors in the states. Even Nintendo declined the card! I was able to make online purchases mostly from smaller foreign vendors in Canada and other areas.
Never was able to use the card for what I had intended to purchase so eventually I went to ATM machine to recover my money (cost me $4.50 fees to drain it!)
I haven't even been able to get a real person by phone. I received this card as a Christmas gift and attempted to use it at a gas station to pay at the pump, the pump wanted a zip code and would not accept mine so I used my check card to purchase the gas. I checked online for the balance and it shows the entire balance was used at the gas station at the same time my check card was used...I suspect that it is just a hold, but good lord how long are they gonna hold it? I really don't want to even try to call these folks again. I can't find any e-mail or on line contact for them...DON'T BUY THIS CARD!
i love how everyone here is able to talk to customer service rep. i have called numerous times. my card balance is zero though its never been used. i want to know why but when i log into the website i have no history on there as ever having used the card. i recieved it as a gift and now its just worthless. i just wish i could contact a customer service rep to find out whats up with it but when i call the customer service line it says please hold for a customer service rep and then hangs up everytime.
I agree with Average Ape. When I call the 800 Number provided it tells me the card balance is zero and that I can hold for a customer representative. After it repeats that 5-6 times the call automatically disconnects. So there is no one to talk to about the problems with the card!
Don't buy this card! It's a total scam from the company my brother recently bought me a card fo Christmas and I tried using it at the stores and it was declined I called the company the send me to the store where it was purchased and they kept me going back and forth till the end the manager spoke with them and they said the card was already used! And we jst opened it! So it was a waste of 125 dollars...we now learned never buy gift cards!
NBCLA investigation http://www.nbclosangeles.com/news/local-beat/Your-Card-Is-Declined-114757339.html
If anyone would like, the issuing bank (at least now) is Bancorp.
The Bancorp Inc.
409 Silverside Road
Suite 105
Wilmington, DE 19809
United States - Map
Phone: [protected]
Fax: [protected]
Website: http://www.thebancorp.com
I purchased this card today to send something to my boyfriend whom is currently in another city for work.
****************IF YOU READ THE WEBSITE & FINE PRINT...they tell you that you will be charged MONTHLY if the card has not been used. These types of gift cards are not suppsed to be in the closet or your wallet for years.
But this is what upsets me..I've never used a prepaid card at a gas station. I now know that this is a HUGE mistake! DO NOT SWIPE AT THE PUMP! ?They will automatically put a $75 HOLD on the card! Even though the website states the following..."If you pay at the pump for gas, the pump terminal may check to see if you have funds to pay for up to $75 worth of gas because the station doesn't know how much you are going to buy. If you do not have $75 available on your Card, your transaction may be declined. If you plan to buy less than $75 worth of gas, it is recommended that you give your Card to the station attendant and state exactly how much gas you want to purchase, instead of swiping your Card at the pump." IT DOESN'T SAY THAT THERE WILL BE A HOLD ON YOUR ACCOUNT. NOR DOES IT SAY THAT THE MONEY WILL BE REFUNDED AFTER 4 DAYS.
I had to call customer care. You don't have to listen to the long automated voice thing, just enter in your card info and press ZERO, then it will send you to the main menu...press SIX to speak to someone.
This card sucks.
I received a $25 VV card for my birthday about a year ago, the first time I tried to use it about a month after getting it, it did not work. I recently tried checking the balance on line, the card number was not recognized. I called customer service and found out it was not activated at the time of purchase. I have to say that cash is a better gift, there is no 16% up front activation charge, no monthly fee, no expiration date, no chance of it being not activated and much easier being accepted at a store.
you know i agree i got a visa gift card as a wedding gift. It had $500 on it...I have never used it. I am here in Houston, and went to finally use the card----I was so embarassed! The card was declined! I was standing in a Major Department store. The clerk swiped the card again... we waited, and waited...it declined again. I was so frustrated and hurried off to check my balance via online. The website was down. Called the number..I went through the "phone tree" entered all the requested information and the call disconnected 3x's. I am so through with this [censor] [censor] VISA GIFT CARD. PLEASE SAVE YOURSELF THE TROUBLE AND NEVER GET, GIVE, OR ACCEPT ONE.
my parents bought me a vanilla gift card for Christmas..2010 its now March and We went to purchase the item we were saving for... The merchant could get the card to work... then calling customer service... The had their system down and said to try back in an hour.. Called back.. same thing... called back same thing.. said to try the next day... Tried the next day, Still on HOLD.. for over 30 plus minutes.. Tried to access our account on line.. The Sight is DOWN !.. What a JOKE ! All I can say is... My Parents put ALOT of money on this Card and this is a total MESS!
For a group of people to take time out of their schedule and write about a gift card not meeting their expectations as if it was a regular credit card must be the most exciting thing in the world! I purchased this Vanilla Gift Card and before using it, or letting it sit for a year, just like all you people took time to write about how bad the product is I took some time to read the little piece of paper that came with the card. Oh, I also visited their web page which is clearly printed on their card and says please visit for cardholder agreement updates. The cardholder agreement (the piece of paper) goes into GREAT detail on how exactly to use the card. I purchased a variable load card and loaded FIVE HUNDRED DOLLARS! On the cardholder agreement it states exactly how to process the card, how to use it at the gas station, how to use it at resturants and how to use it online. Stop being IDIOTS and read a product user agreement before using it. This giftcard may not be exactly like a credit card, obviously, but it gets the job done. ITS A FREAKING GIFT CARD! Also, I was able to get a Live Rep within the first 4mins of calling. Common Sense are the keywords to life people.
You can't be serious? You're the definition of a narcissist. Like you're the only person that knows how to read instructions. 😂 We read the instructions and called customer service and spoke to very incompetent people. Maybe you got lucky because most of us got ripped tf off. Get help because you're a full blown narcissist.
Exactly , I as well as all the other people that are writing about being ripped off DID exactly like your suppose to and still GOT ripped off
Well...I find that response insulting. In my case, I never had the chance to use it. Activated, and an hour later, someone somewhere had taken the money. That has nothing to do with a damn user agreement. Pay attention before you start blasting people who have had money stolen...Seems to me that there are way too many people her with the same issue. This isn't an issue on how to use it. It's a "Gift Card" plain and simple and backed by Visa...It should be taken anywhere that Visa is taken... End of story! [censored]!
Being a busy bride to be, I thought getting a pre-loaded card would be a great idea. I wouldn't have to carry large amounts of cash and I could use it online. I received a vanilla visa as a gift prior ($25) and used it up after a couple weeks, without any incident. I assumed it was a reliable option, besides, it's a pre-paid card, nothing could go wrong when the funds are applied before use, right?
WRONG!
I bought the card and loaded it with $500. I registered and activated the card online, read ALL the fine print, and I figured I was as good as gold. I bought a few items online, no problem. Purchased supplies from Hobby Lobby and Michaels over the course of a week, no problem. I kept track of my balance, and checked them against the phone service and online service, no problem.
On Saturday, I left with my bridal party to get more supplies from Hobby Lobby. I again checked my balance the night prior, $340.70, so I'm clear to purchase right?
WRONG!
I picked out a couple of items, and the total came to $41.20. Slid the card, declined. Slid again, declined. I called in, they told me to check the website. I explained that DUH, the website is down. "That is the problem then. It will take 2-4 hours and your card will resume service." A couple hour later, website is up, and my funds are at $340.70. I went to ebay and made a $4.00 purchase, no problems.
Today, Monday, I go to JC Pennys to get my fiances ring. A simple band, $80. (Mind you, my balance is now roughly $336.70) Declined. Swipe again, declined. I call the number, "Oh we are having IT problems, they are working hard to fix them." I explain the situation from Saturday, "Oh, well I am not aware of anything from Saturday, we just started having this problem today." I told them that was curious, according to online complaints, it has been a problem since 2008, I would assume these things would be ironed out by now. He stated he couldn't do anything as their system was down, he couldn't check my balance and such. I told him my balance was far more then the purchases I was attempting to make. He told me once again, there is nothing he could do.
As soon as I have my funds available, I will be spending the $5 on a new piece of plastic with the balance of my POS Vanilla Visa.
horrible card, horrible company, horrible experience, , ,
received my cards as a birthday gifts (400$) and (200$) so i decided to go to the outlet malls (which is about 45 miles away from where i live) ! so before i actually get in my car i called them up and made sure that the cards are activated and i could start using them ? so they tell me yes everything is fine and i could start shopping ? so i drive the 45 miles and started shopping ? then i go to the cashier to pay ! got declined on both cards ! so i call the company back ? couldnt reach a rep ? so i go to 6 different stores with the same result (DECLINED!), so i finally spoke with a rep and he told me that there servers were down ? thats why i couldnt use the cards ? so i had to drive another 45 miles empty handed, , , , ,
so the next week i go to the same outlet malls (and spoke with a rep to make sure that there servers are OK) and they assured me that i could go shopping and wished me luck ! so i go to the outlet mall and guess what ? got declined on every single place that i tried ! and here is the kicker ? when i spoke to one of the reps ? she told me that there servers are down ? so basically every time they have a problem with any of there computers ? we cannot have access to our funds, , ,
PS: tried using the cards at a local gas station and did not work as well !
MONEY SPENT ON GAS AND TOLL : 45$
TIME WASTED DRIVING AND SHOPPING : 6 HOURS
TIME WASTED ON PHONE : 2.5 HOURS
EMBARRASSMENT AND HEADACHE : BEYOND IMAGINATION
LIFE WITH OUT THIS CARD : PRICELESS
I received a VV card as a wedding gift. It expired in less than 60 days after getting it. Once they reissued another card they REFUSED to activate the card no matter how many times me and the card purchaser called with her information. We called collectively no less than 12 times. This is the biggest scam around. I think that they hope that they will wear you down so that you give up and go away and they get to keep the money you invested in buying the card. DO NOT BUY THESE CARDS!
Tried to use the gift card, DECLINED! was asked by the wait staff to hang around until card was accepted. (a little embarrassed in front my guest) finally when it was accepted minus twenty dollars I was on my way. Tried to pull up web site to see why there was such a difference from the face value to actual value and computer gave me a warning NOT TO OPEN SITE. So I would not recommend purchasing this card.
Don't buy them. And for the jerks that keep posting rude statements about researching this product. Here's a factoid: VanillaVisa Gift card asserts it can be used anywhere THAT'S ANYWHERE Visa is accepted. Wrong. PayPal won't touch them because Vanilla Visa won't allow you to register your address, only a zip code. And as for the kid that stated that they have to charge after 6 months, because it costs them too much for their servers, you are about as intelligent as a grape. The data takes no space, number one, and it was 13 months, before they decided to change it to 7 months. Figure out the balance, find a store that does split transactions and zero the balance yourself. These ### don't deserve the money.
This card is a scam! DO NOT BUY THIS CARD! They use restaurants as a way to snag 20% without you knowing it. If you use a $50 card, only $40 of is usable at a restaurant because Vanilla withholds the $10 as a supposed tip the restaurant may want to add on later. Who does that? Why do they care what tip I leave? I'll explain why they do this. They claim they hold the funds and them put the funds back after 8 days if no tip is added. Of course at the moment of purchase the waiter comes back to you and says you only have $40 left on the card so most people would think the card must be maxed out and discard it. But they don't know they will get their money back in 8 days. They just snagged your $10 bucks! This company should be out of business for pulling this obnoxious trickery!
On December 20th 2011 I bought a Visa Prepaid Gift Card for my husband for a Christmas gift. This was a $75.00 Gift Card which I also paid $5.50 for an activation fee. The card in total cost me $80.50. When my husband went to use the card he was unable to do so. Apparently the company packaged the cards wrong and we did not receive a working card. We call them immediately and were unable to fix this issue over the phone. The request that we fax the front and back of the card, the package and the store receipt of the purchased card. We did this beginning of January and a week later we were told they could not read the numbers on the front of the card. So I went back to staples and re-faxed it again on 20 Jan. One month later and no calls or new card I call them again. Apparently they still can’t read the front of the card and can’t give us our money back or a new card. So as of right now Vanilla Visa has stolen our money and wont do anything to fix. I am going to be trying a new method of getting my money back by scanning the stupid card in color. Maybe now they can read it and stop stealing our money. If any of you out there were affected by this leave a post.
Also to those out there that bought these cards from Shoppers Drug Mart and did not retain a receipt and lost their money because they will not reimburse you or send you a new card without one, Please leave a post with your story. Maybe we can get enough followers on this group that we will get their attention and everyone can get their money back. My advice never again by a Visa Prepaid Gift Card!
Join the group below
http://www.facebook.com/groups/177740905672089/
I bought a 100.00 dollar vanilla gift card at the end of march 2012, I try to pay my bill and it was beeing decleine! we try getting ahold of a customer representative but all you get is a stuppid machine repeting it self... never ever buy a vanilla visa card. Does any one know were to call or who to get ahold off.?
Someone mentioned something about the maintenance fee to cover servers, etc. and as a software engineer I will be first to say this is complete s*** and that comment was probably from a plant working for the bank. That $4.95 just to buy the damn thing will more than cover "server costs" 20 times over and then some. Stick with store gift cards
I put 100 dollars on this card and when I first tried to use it, it failed. I called their customer service number on the back [protected]. It asked me to enter the 16 digit number and press # so I carefully did and pressed # and it said it was invalid. Did that about 3 times and I got so disappointed I found this page and was going to rant but then I went to their website www.vanillavisa.com and entered the info carefully and it said I had all the money there so i thought "Why cant i use it then?" Then it had a column that said "register card" and had you enter your zip code. I did that and tried again with their customer service. Turns out they were trying to say more words for me to enter stuff like the cvv and the expiration date before I press # but I was doing it so quickly and pressing pound that I didn't hear them until I slowed down. WAIT TO HEAR WHAT THE SERVICE PEOPLE SAY BEFORE PRESSING THE # BUTTON! That's what I did and now I can use this card :)
I'm not surprised to read about the scam and all these complaints about VANILLA VISA gift cards. As a merchant, I've seen a few of these Vanilla Visa gift cards at the retail level. Of three incidents where buyers used the Vanilla card for payment, all three incidents turned out to be fraudulent. So basically it sounds like the company, Vanilla Visa, is stealing not only from the consumer, but from the merchants as well, by claiming that the charges were fraudulent and should be charged back. On the other hand, I have to say in hindsight that the particular buyers who presented the Vanilla Visa gift cards were themselves shady characters who not only used Vanilla Visa cards, but other gift cards (Target, etc.) as well -- all turning out to be the subject of fraud analysis. Perhaps they were using these gift cards but somehow loaded the cards with stolen accountholder data, hence the fraud. Or the gift cards could have been purchased with different credit cards that contained stolen cardholder info.
Beware of Alexis Patterson of Louisville Kentucky on Facebook she says she works for vanilla reload for example
Buy a card she can add zero's $300 to $3000 but when you give her the info she blocks. You from her facebook and emptys the card
Vanilla Gift Card is a total rip-off- I gave a $25. gift Card to a young who had a new baby. She could not redeem goods with it...embarrassing. I contact the customer service department to no avail. I had to her cash and take back this useless card. Vanilla owes me $25. And I am expecting to be reimbursed. Signed Retiree
Total Rip off my children bout these for my birthday and were never used i found them in my desk and saw they had expired. So I called to replace and when I contacted Vanilla they said they were activated and the fees ate the 100.00 worth of credit. I never opened the gift cards and they were never activated so what, joke, so beware
I was given a $50 Visa Gift card by a neighbor for helping her fix her roof. It was 3 weeks old and I went to use it at a restaurant.
The server told me the card was only good for $41. I showed him the receipt for $50 and he just said Visa has fees.
VISA GIFT CARDS ARE AN ENORMOUS RIP OFF! DO NOT BUY THEM, THEY ARE A SCAM
Why are these cards still sold. Why isn't there a investigation?
I received a $100.00 Vanilla Visa gift card for a Christmas gift 2019. I went to use it on E bay and found it only had $0.39 left on it. Someone used the card on Pay Pal .
I received a $100.00 Vanilla Visa gift card for a Christmas gift 2019. I went to use it on E bay and found it only had $0.30 left on it.
i
I just added money to my Vanilla card. When I called for the balance because the back of my card had 3 numbers on it not 4. They said they would hold my card unless I provided them with certain documents. I just put that money on the card to pay my medical insurance. It will be canceled if it is not paid! I will hold Vanilla responsible for any medical bill I get!
A fraudulent Company taking advantage of it's customers. I purchased a $50 dollar Visa Gift Card directly from the company site at vanillagift.com Upon trying to use the card over multiple vendors I continued to get declined stating that the card was invalid.
After calling the company and having to use the Lost or Stolen option (you will not reach a human otherwise). I was told not all vendors accept their cards. Problem is, this is not the first Vanilla gift card I have purchased. Just the first one I Purchased DIRECTLY from THEM.
I am then told I have to take it up with the retailer! THEY ARE THE RETAILER, after asking for a supervisor I had to repeatedly tell her I bought it from them. To which then her answer was, we do not issue refunds on VIRTUAL cards!
I asked repeatedly for a number or physical mailing address to their LEGAL department to which I was told they do not have that information.
THIS IS CONSUMER FRAUD!
Vanilla Card does NOT honor its Terms and Conditions and created internal processes preventing the activation of the Gift Card. Stay away from purchasing this gift card.
I purchased a Vanilla gift card from Walmart for $200! After i purchased it and went to use it the card was declined and after i checked the balance there was only .14 cents on the card! It had 2 pending transactions on it one for 197 and the other for 2.30 for pay pal! I reached out to the cardholder and they told me to reach out to pay pal and they told me it would take 15 calendar days to resolve the issue cause it was used fraudulently! Now i am waiting for my 200$ to be refunded to my card! Never ever will i buy this card ever again! I understand its not the vanilla cards fault but its also NOT my fault either! But at the end of the day Vanilla is responsible for their product! And they treat innocent customers like myself like we are the problem! Bad customer service!
At least you were to speak to someone. I spent an hour trying to get a human on the phone for the same problem you had. Bought a $200 card and it would not work. They told me to contact the seller (Walmart) and Walmart told me they couldn't do anything, that it was on Vanilla. My situation still has not been resolved. I even called Mastercard and the bank listed on the back of the card. Both stated it was not their problem. This has been a nightmare. DO NOT BUY VANILLA GIFT CARDS!
So, I'm mowing my lawn and find this Vanilla Gift card in the grass. Now, I know why. I thought I would contact customer service to find out my balance. Checking your balance does not work through your phone (android), desktop or phone. When you call, they give you a random number to choose. When you hit the number, the call hangs up. I'm waiting on their customer service now. 20 minutes. My guess is you stay in waiting limbo until you give up. This company is a total and complete scam. Guessing a disgruntled customer tossed it out their car window in disgust.
I received a $50 Vanilla gift card and attempted to use it for ~$45 just two days later. It was declined. Over and over. And I have been unable to get a live person on the phone - I called, was on hold (yes, miraculous to even get to an option for a real person!) and then the person that picked up said "hold please" and disconnected the call.
This company/product is beyond terrible. Please spread the word and encourage people not to waste their time or money on something that ends up not being a gift at all, but rather a terrible experience.