1. was the vanilla visa card a card you purchased in a store? if so, You should have the receipt of purchase. 2. Are you document verified on Hero, if so, then you should have no problem w/ getting them to either credit the account, and or refund the transaction. If the transaction never took place tho, it should show back up on your prepaid visa card. The real question is how long that will take. I would call vanilla visa customer support number and have them see if they can void the charge on there end as well. GL man.