If a scammer told you to buy a gift card and share its number or PIN, contact the gift card company immediately through an official channel. Ask whether it can freeze the balance, flag the card for fraud, or reverse a redemption. Then report the scam to the Federal Trade Commission.

A stolen gift card balance, an empty card, and an unauthorized charge on the payment card used to buy a gift card are different problems. The right complaint route depends on which part of the transaction failed.

This guide is for U.S. consumers. State procedures and card terms vary.

Choose the right complaint route

The FTC and other agencies collect reports and may use them to identify fraud patterns. They don't guarantee an individual refund. A complaint to the Better Business Bureau can encourage a business to respond, but the BBB isn't a government agency and can't order a refund.

What actually controls a gift card dispute

Four things usually determine what happens next:

• The gift card terms: These identify the issuer, customer-service process, expiration terms, and any disclosed fees.
• The payment method: A dispute involving a credit card, debit card, bank transfer, cash, or payment app follows different rules.
• The facts of the transaction: A payment you authorized after being deceived isn't automatically treated the same as a payment a thief made without your permission.
• State and federal consumer protections: These may address deceptive business practices, disclosures, expiration, or fees, but they don't create an automatic refund for every stolen balance.

Don't assume that a $50 liability limit or a 10-day investigation rule applies to every gift card complaint. There isn't a universal gift-card remedy that guarantees reimbursement for an unauthorized redemption or scam. Check the cardholder agreement and ask the issuer which dispute process applies.

A Visa or Mastercard logo also doesn't necessarily tell you who will resolve the complaint. Those companies operate payment networks. For a prepaid gift card, the program manager or bank identified on the card or its terms normally handles the card balance. If your separate credit or debit card funded the purchase, the bank that issued that payment card handles that payment dispute.

How to file a gift card complaint

Stop the scam and secure your accounts

End contact with the scammer. Don't buy another card, send another code, or pay a supposed "release," "tax," or "recovery" fee.

Save the messages, emails, phone numbers, receipts, and social-media profiles before blocking the person. If you exposed an online account, change its password, sign out other sessions, and turn on multifactor authentication. Contact your bank immediately if you shared banking credentials or if an unauthorized payment appears on your account.

If you still have the physical card, keep it. Don't write the PIN in a public post or send it to an unverified person.

Preserve evidence

Create a short timeline while the details are fresh. Include when you bought or received the card, when you loaded or activated it, when you noticed the problem, and every company you contacted.

Gather:

• The purchase and activation receipt
• Photos of the front and back of the card
• The card number, with sensitive digits masked on copies
• Balance checks and transaction history
• Screenshots of unauthorized redemptions or error messages
• Emails, texts, caller IDs, payment requests, and website addresses
• The amount lost and the date and time of each transaction
• Names of support representatives, case numbers, and promised follow-up dates
• A bank or credit-card statement if the funding payment is also disputed

Keep original documents and upload copies through official forms. Redact unrelated account numbers, passwords, Social Security numbers, and other information that the recipient doesn't need.

Contact the company named on the card

Use the phone number printed on the card, the cardholder agreement, or the company's official website. Don't use a number supplied in a suspicious text, email, pop-up, or incoming call.

For a retailer card, such as an Amazon, Walmart, or Target gift card, use the retailer's official account help, gift-card support, or customer-service channel. If you bought the card at a retailer but it carries a Visa or Mastercard logo, check the back of the card first. The retailer may be able to confirm the sale or activation, but the issuer listed in the terms may handle the balance investigation.

Tell support exactly what happened and ask for a fraud or balance investigation. Request:

1. A case number and the date the report was opened
2. A review of the redemption or transaction history
3. A block on any remaining funds, if available
4. A replacement card or balance restoration if the issuer approves the claim
5. Written instructions for supplying additional evidence

A purchaser may need to provide the activation receipt or other proof of purchase. If the scammer has already redeemed the funds, recovery may be difficult, but reporting quickly gives the issuer the best opportunity to review the transaction.

Report the scam to the FTC

Submit a report through ReportFraud.ftc.gov. The FTC's gift card scam guidance explains why requests for gift card numbers or PINs are a scam.

Include:

• The type of gift card
• The amount purchased and lost
• The date and place of purchase
• How the scammer contacted you
• The phone number, email address, account name, or website used
• Whether you shared the card number or PIN
• The issuer's case number and response, if you have one

Save the confirmation number. An FTC report generally won't produce a personal investigation or immediate refund, but it can help law enforcement connect reports involving the same scam operation.

If the fraud involved phishing, a fake website, account intrusion, or another internet-based crime, you can also report it to the Internet Crime Complaint Center. IC3 is a reporting channel, not a guaranteed recovery service.

Dispute the payment only when the facts fit

A gift card complaint and a payment dispute aren't interchangeable.

If your credit or debit card was used without permission: Call the bank or card issuer using the number on your statement or physical card. State that the transaction was unauthorized and ask for the required dispute method and deadline.

For a credit-card billing error, written notice is often required within 60 days of the statement that first showed the charge. Send it to the billing-dispute address and follow the issuer's instructions rather than relying only on a phone call. Debit-card and bank-account disputes follow different procedures, so notify the bank promptly.

Don't wait for the gift card company to finish its review if your bank's dispute deadline could expire.

If you bought the gift card yourself after being deceived: Explain the facts honestly. You may have authorized the purchase even though a scammer manipulated you into making it. A bank may decide that the payment was authorized, so a chargeback isn't automatic.

Your main recovery request should usually go to the gift card issuer or retailer. Still, tell the bank what happened and ask whether any dispute, fraud review, or other protection applies. Don't describe an authorized purchase as unauthorized.

If the card was never delivered or had a merchant error: Contact the seller first and keep proof of the promised delivery, order, and payment. Then ask the payment provider whether its rules allow a dispute for non-delivery or a billing error. Eligibility depends on the payment method and the facts.

Use the BBB or your state attorney general for escalation

The Better Business Bureau complaint form may prompt a business to review a case or provide a written response. The BBB has no power to compel a refund, and a complaint doesn't replace a bank dispute or legal claim.

A state attorney general may accept complaints about businesses operating in the state. Use the National Association of Attorneys General directory to locate the appropriate office. State forms commonly request the business's name and address, transaction dates and amounts, a clear description of the dispute, payment information, and supporting documents.

An attorney general's office may forward the complaint or facilitate communication, but it generally can't act as your personal lawyer or guarantee a result. Check the agency's jurisdiction and filing instructions before submitting.

Gift card complaint letter template

Use a factual letter or secure message. Don't include a full PIN in ordinary email.

Subject: Gift card complaint and fraud investigation request

I purchased or received a [retailer or prepaid] gift card on [date] for [amount]. The card ends in [last four digits].

On [date], I discovered that [describe the declined transaction, missing balance, unauthorized redemption, non-delivery, or other problem]. I contacted [company or support channel] on [dates], and my case number is [number].

Please investigate the transaction history, protect any remaining balance, and explain whether the balance can be restored or the card replaced. I have attached copies of my receipt, activation record, screenshots, and communications.

Please confirm receipt of this complaint and provide the next step in writing.

Sincerely,
[Name]
[Safe contact information]

Send the complaint through the company's verified secure form when possible. If you mail it, use a trackable service and keep a copy.

Follow up without losing your options

Ask the issuer or retailer when you should expect the next update. Record each call and save every email. If the promised date passes:

1. Reply in writing with the case number and a concise timeline.
2. Ask for a supervisor or the company's formal complaint department.
3. Submit a BBB or state attorney general complaint if the business remains unresponsive.
4. File an FTC or IC3 report if you haven't already.
5. Check your bank or card issuer's dispute deadline separately.

There's no universal seven-day, 30-day, or 90-day resolution period for gift card complaints. A retailer's internal estimate isn't the same as a legal deadline, and an FTC, BBB, or attorney general report may not receive a personal response. Keep pursuing the channel that controls your specific loss.

Watch for refund and recovery scams

People who report fraud can become targets for a second scam. Someone may claim to be an investigator, lawyer, government agent, or recovery specialist and promise to retrieve your gift card money for an upfront payment.

The FTC's refund and recovery scam guidance warns that these approaches are designed to take more money. Don't send a fee, buy another gift card, share a verification code, or give remote access to your device to obtain a refund.

Common questions

Can I get a refund if I gave a scammer the gift card number?
Contact the issuer immediately and ask it to freeze or trace the funds. A refund isn't guaranteed, especially after redemption, but delay reduces the chance of recovery.

Should I call Visa or Mastercard about a store gift card?
Usually, no. Start with the company named on the card or in its terms. If your separate bank card was charged without authorization, contact that bank or card issuer.

Will an FTC complaint get my money back?
The FTC collects and shares fraud reports; it doesn't promise an individual refund or act as a private dispute mediator. Contact the issuer and payment provider separately.

Is a chargeback available for a gift card scam?
It depends on the payment rail and whether the purchase was unauthorized, not delivered, or voluntarily completed after deception. Give the bank an accurate account and ask about its specific process.

What should I do today?
Use the verified number or website on the card, open an issuer case, save the case number, preserve your evidence, and report the scam at ReportFraud.ftc.gov.