My Vanilla debit cards not refunding our money when we reported we had been victims of fraud


My Complaint: September 28,2015 we were trying to purchase an RV on Craig’s List. Owner a so call Joane Smith would send information by email. When we saw pictures she told the RV was $2,500 dollars was deployed by the army and had to sell it. Joane told us if we were interested all transactions needed to be done thru eBay Motors that they would send us an invoice and all information for the purchase. We had never bought from neither websites and did not think anything wrong since we had heard about them from 3rd parties and tv. We received an invoice of $2,500 from eBay motors and information from the so called seller thinking it was legitimate. Instructions were to purchase My Vanilla debit cards and submit pictures by text or email with the invoice purchase number. When all was submitted the invoice explained all the process. Minutes after submitting the debit cards information they emailed us another text for another $1,000 dollars and that’s when we got suspicious since the amount was for $2,500 dollars seller would take care of shipping so we called the EBay Motors so called Customer Service number1-802-376-1444 spoke with John he hung up the phone and never answered again. I emailed them and Joane the seller and never got a response. As soon as we found out we were victims of fraud we called My Vanilla debit cards to let them know so they could stop payment. Ivan representative from My Vanilla debit cards took all our information our names and the debit cards numbers and told us they would investigate to make sure my claim was true. I asked if he could let me know if the cards had been cashed. Ivan the representative checked and told me that only 1 card had been used at Walmart in San Diego California that the others were not showing as been cashed. So Ivan continue letting me know about the investigation for me to submitted foto copies of the debit cards the receipts where they we’re purchase. Copies of our drivers license our address and phone numbers and I submitted the Midland Police Department report which was taken by Jeremy Davis patrol officer the report #15-010805. I submitted all information as requested with name phone numbers and emails as well as text messages. I called back after a day or so to confirm receipt of my documentation in their office. I was told it would take a few weeks for them to investigate and they would let us know. All this happen when we were out of town which I specified to the My Vanilla debit card representative. We never received a call and on our return back home to Texas I received a letter from the InComm dispute office denying our refund claim and if we wanted to dispute the claim to write to them. I wrote to dispute our denial of the refund and as of today April 20, 2016 we have not received a response from them. We feel that My Vanilla Debit cards have done no justice they did not protect our money when it was reported on time before the fraudulent people cashed the money. If they were investigating why could they not place a stop payment as soon as I reported the fraud and only 1 debit card was used for purchases. How can someone that does not have the original debit cards have easy excess to cash or use them to purchase without actually not having the debit cards. I believe the My Vanilla debit cards are not protecting our money. We had never used those cards or any other cards but bank debit cards. We are very disappointed and do not believe that we should loose $2,500 especially when we did all by the book as soon as we found out we had become victims of fraud and the My Vanilla debit cards did not respond the way they should have as clients that we had become when we purchase their cards.
Please can someone help us. That was our hard earn money and we lost it as victim of fraud.


My Demand: All our money back

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