Consumer complaint received 2023-07-28
Company: Incomm Holdings Inc.
State: PA
Product: Credit card or 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:
I purchased a vanilla gift card at XXXX for {$200.00}. It did not activate. I tried to get refunded at XXXX, they told me I'd have to work with Vanilla gift card. XXXX. I submitted all the paperwork required in an email with my case number : XXXX ( included a copy of my receipt, gift card the front and back, driver 's license ( along with change of address ) Each associate listed below confirmed that all of my required documentation was received on XX/XX/XXXX. I have had to call multiple times to find out what is going on with my gift card. I have wasted almost XXXX XXXX  trying to resolved this. The gift card was bought as a present for my niece for graduation. I'm so glad I checked it first. 

These were the days I called : I have the original email as well that has the documentation XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) called to find out what I needed to do. 

XXXX - XXXX XXXX XXXX XXXX XXXX XXXX  ) called to find out process after paperwork was submitted. Thought I submitted paperwork XXXX - ( XXXX XXXX XXXX XXXX ) spoke with XXXX, called to find out if paperwork was received and found out I had the wrong case number. So I resubmitted with the correct case number. 

XX/XX/XXXX ( XXXX XXXX XXXX XXXX  ) called and spoke with XXXX. she said it would take 30 business days to process/research. If nothing is heard by that time an escalated email would be sent and I would hear back in XXXX XXXX 

XX/XX/XXXX ( XXXX XXXX XXXX XXXX XXXXXXXX ) spoke with XXXX- it wasn't 30 business days yet was told to call XX/XX/XXXX XX/XX/XXXX ( XXXX XXXX XXXX XXXX XXXX ) - spoke with XXXX- she told me the issue was RESOLVED and a new card would be put in the mail XX/XX/XXXX. It would take XXXX days to receive it. I asked why it wasn't going to be mailed until Monday and we were " disconnected '' XX/XX/XXXX ( XXXX XXXX XXXX XXXX ) - spoke with XXXX confirmed my mailing address : However, he said it was NOT resolved and he would put in a priority email : the tracker number is XXXX and I would get an email within XXXX hours. 

XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) Spoke with XXXX - ( since I hadn't heard anything ) she said it was still not resolved - she was going to put in another email- I asked to speak to XXXX - on hold for XXXX XXXX no luck, so I hung up and called back XX/XX/XXXX - ( XXXX XXXX XXXX XXXX XXXX ) spoke with XXXX she asked me to verify everything again : mailing address, phone number, date of birth, email address and she told you me that the paperwork was never received and the case is closed because the documentation was never received. XXXX people before verified that they received all my documentation. 

After the last call I sent another email to XXXX asking for a resolution. That email also has all of this information along with all the requested documentation. 

Not only have I wasted an substantial amount of time, the money is sitting in their bank account collecting interest. I have no idea what to do. {$200.00}, is not a small amount of money to just loose.

Company response to consumer: Closed with explanation