Consumer complaint received 2023-09-19
Company: Incomm Holdings Inc.
State: OR
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:
On the XXXX XXXX XXXX XXXX i had purchased a {$200.00} gift card from XXXX which i would buy 3 of them every month for my car note payment which my car was {$590.00}. I would purchase them and put them in my safe until my car note would be due which on XX/XX/XXXX I woke up and called the financing company to pay my car note which i have video surveillance in every room accept bath room so this entire event is saved but when i reached my financing company i opened the first {$200.00} Prepaid visa and provided the numbers to my lender and it would not go through after several attempts i sat the card to the side and opened the remaining 2 {$200.00} visa gift cards which went through with no problem so we went back to the first one and tried again and still wouldn't clear so i called the number on the back of the card to check the balance and it said XXXX dollars at that time i needed answers because i had the receipt so and the card had not been opened so i requested to talk with an agent and when i explained she took the card information and checked its transaction history and that's when she told me that the card has been spent at a XXXX in XXXX which i said impossible because i have the card in my possession and had just opened the package it came in and she verified the money on the card was spent at a XXXX in XXXX which i explained to her i purchased the card at A XXXX in XXXX XXXX So long story short she told me to file a dispute which of course i did and they told me it would take up to 90 days to complete which i felt was way to long because all they had to do is get the video footage from the XXXX is was spent and see who it was which i felt had to be a XXXX  employer. So they made me waid exactly 90 days to deny my dispute for the reason i had the card in my possession which i told them i had the card in my possession the very first phone call about the not having the {$200.00} and i also said i had it on the dispute form which they worded the decision as if i had something to do with the money being spent which i did not and i also told them i have the event recorded and that they need to give me back ny {$200.00} and to apply better security on their prepaid cards so they basically did not care about me losing {$200.00} purchasing their product which it says if card is lost or stolen they would replace the card with what ever balance that was on the card when it was lost or stolen. So i was just supposed to be out of {$200.00} and late on my car note which is exactly what happened. So i happened to go to XXXX a couple weeks ago and the manager remembers me because i went to them as well trying to recover my {$200.00} but i did not recover the {$200.00}. the Manager had brought up that incident by asking me if Visa gift card reimbursed me because they had so many other consumers that had experienced the same transaction that they had done an investigation and found out that there was a group of individuals that would go into XXXX and steal all the prepaid visa and open them and write the numbers down the reseal them and put them back on the shelf so when a consumer goes to purchase the card someone would check to see if the card has been activated which once you purchase it immediately become activated so they would hurry and swipe the money off of the card before the actual buyer and owner of the card even makes it home like in my case the visa representative that i spoke to told me that the card had already been activated and spent the day before i went to use it to pay my car note. So visa gift card had a number to call if you had been a victim of this Visa situation and refunded all of those that called well i did not even hear about it until after the fact which Visa should have reached out to me through the email we had been communicating the dispute because they know i was a victim of the visa gift card theft and they need to give me {$200.00} which is only what they was supposed to do from the Dispute i filed rather than trying to hold me liable for their lack of security features that gave individuals away to even be able to do what they did which Visa has upgraded the security features now making it impossible for that to happen and also if someone does happen to they will shut the entire batch the card came from down. And also the denial was totally invalid because they was informed by me that i had the card in my possession. And they said they cant file a dispute when the card was present but they did for many other consumers and awarded them im entitled for the same award my full {$200.00}

Company response to consumer: Closed with explanation