Consumer complaint received 2023-12-18
Company: Incomm Holdings Inc.
State: NJ
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:
I received a Vanilla Gift card in XX/XX/XXXX  purchased at XXXX in NJ as a gift with a {$200.00} balance ; however, the original card was damaged as the numbers on the front of the card were scratched and I could not activate the card to use. I called the company and requested and received a replacement gift card from Vanilla Gift Card in early XX/XX/XXXX  ( original case # XXXX ) with a {$200.00} balance. I activated the replacement card on XX/XX/2023. I attempted to use the card at a restaurant on XX/XX/2023 in XXXX, NJ as a credit card. The transaction was declined due to " insufficient funds '' although when I had checked the balance via phone prior to using, the balance indicated. I then attempted to use the card a second time as a credit card on XX/XX/2023 for an online food order at a restaurant in XXXX, NJ. Again, the transaction was declined. My last attempt to use the card was as a debit card at a gas station and then a supermarket in XXXX XXXX, NJ on XX/XX/XXXX. Again, both transactions were declined. 

I called the Vanilla Gift customer service number on XX/XX/XXXX  and was informed that the card was used on XX/XX/XXXX  at an online retailer called " XXXXXXXX XXXX XXXX '' and there is no more money on the card. The purchase at the online boutique was NOT made by me and is a fraudulent transaction. When I spoke to the representative at Vanilla Gift on XX/XX/XXXX, I was told to submit a description of the complaints via email and would receive a resolution within XXXX business days. I followed through with the company 's request and then waited the 30 days and called the company back on XX/XX/2023. I was told the complaint was not yet resolved and was told to call back on XX/XX/XXXX. I called back on XX/XX/XXXX and was told my case was resolved and a second replacement card would be mailed to me no later than XX/XX/2023. I never received the second replacement card. I called Vanilla Gift again on Monday, XX/XX/2023 and was told by a representative named XXXX that my case was closed. I was irate and told her that the case was not closed as I did not have my {$200.00} gift card. She then explained that I needed to fill in a Dispute Form to trigger Vanilla Gift to contact XXXX XXXX ( where the fraudulent purchase took place ) and then I would receive a letter from the company within 45-90 business days with a resolution ( although she promised that I would hear from the company much sooner ). Again, I was irate. I have made numerous calls to Vanilla Gift to try and remedy this situation and there seems to be a different response from each representative I speak with regarding next steps. The woman I spoke with today named XXXX told me to expect the Dispute Form within 10 minutes of finishing our phone call at XXXXXXXX XXXX. EST. It is now 1 hour and a half past the conversation ( XXXXXXXX XXXX EST ) and I have not received any form. 

Please note that the current case # is XXXX. 

I believe the company Vanilla Gift engages in predatory and unscrupulous behavior and appreciate any and all help from CFPB to remedy my complaint and to prevent others from falling prey to this company.

Company response to consumer: Closed with explanation