Consumer complaint received 2023-11-20
Company: Incomm Holdings Inc.
State: KS
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
XXXX XXXX XXXX XXXX XXXX, I bought XXXX {$500.00} Vanilla Visa Gift Cards from XXXX. XXXX XXXX. A. The gift cards ending in XXXX and XXXX are issued by XXXX XXXX and distributed and serviced by InComm Financial Services , Inc. ( " In Comm '' ). When I opened the package a few days later, both cards had the security code on the back scratched off ( as you can see from Ex. A ). I tried to use them at a retailer, but nothing happened when I swiped them. 

XXXX XXXX XXXX XXXX XXXX I contacted InComm at the phone number listed on the back of the gift cards. I explained the problem to the service agent. I was informed that each card still had a {$500.00} balance ( {$1000.00} total ). I was further told that since the gift cards were the subject of fraud, both gift cards would be deactivated and two new {$500.00} replacement cards issued. A case with InComm was initiated as XXXX XXXX XXXX. I was told to email the store receipt, a copy of the front and back of the two gift cards at issue and a copy of my drivers license to InComm, along with my name and address. See Ex. B. On XXXX XXXX XXXXXXXX  I emailed the required information to InComm as requested. See Ex. C. 

XXXX. On or about XX/XX/, I received one replacement Vanilla Visa Gift Card ending in XXXX which was supposed to have {$500.00} on it. See Ex. D. See also Ex. E for a copy of USPS XXXX XXXX showing receipt by me of the envelope from InComm containing this gift card ( InComm doesnt put the date on its gift card correspondence, so this is the best evidence of my receipt of this gift card ). Upon attempting to activate and use this gift card shortly on or after XXXX XXXX XXXX I learned that the gift card had a {$0.00} balance on it even though I just received it that day. 

4. On or about XXXX XXXX XXXX, I contacted InComm by phone and reported that the {$500.00} replacement card they sent me had a {$0.00} balance on it. I was told that it would be forwarded to the appropriate department for handling. Upon later checking online about the card, it was revealed that the {$500.00} balance was used at a XXXX XXXX XXXX XXXX XXXX  which was over 3 weeks before this replacement card with {$0.00} balance was received by me on XX/XX/2023. See Ex. F. It is therefore obvious that I could not have drained the {$500.00} balance on this replacement card ending in XXXX since I did not have possession of the card on XXXX XXXX XXXXXXXX Over the next month I called probably 5-10 times to follow up on the status of getting a new replacement card and was told each time that it was being handled by the appropriate department. I also sent InComm an email dated XX/XX/, advising InComm in writing that I had received a replacement gift card with a {$0.00} balance and asking that a new {$500.00} replacement gift card be issued. See Ex. G. 

XXXX. On or about XXXX XXXX XXXX  I received a second {$500.00} Vanilla Visa gift card ending in XXXX which actually had {$500.00} in funds on it. See Ex. H See also Ex. I. for a copy of USPS XXXX XXXX showing receipt by me of the envelope from InComm containing this gift card. 

6. Since XX/XX/, I have called Vanilla probably 25 times inquiring about the status of the remaining {$500.00} I am owed. Each time I get the same response : an apology, a promise that my claim will be expedited, that notations of my claim are being made and a comment to check back in 24-48 business hours. Each and every time, nothing happens. I recently learned that InComm had actually closed my claim and had to have it reopened. InComms are completely incompetent and seemingly unable to process my claim. 

7. In summary, I bought two {$500.00} Vanilla Visa gift cards totaling {$1000.00}. To date, I have received only one replacement gift card with {$500.00} on it ( I received another, but it had a {$0.00} balance when I received it ).

Company response to consumer: Closed with explanation