Consumer complaint received 2023-06-29
Company: Incomm Holdings Inc.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
I hope this letter finds you in good health. I am writing to bring to your attention a concerning issue I have encountered with a Vanilla Visa Gift Card that I purchased from XXXX located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX, on XX/XX/2023. 

Upon opening the packaging of the gift card, I immediately noticed that the last XXXX digits were missing from the card. Understandably concerned, I contacted the number provided on the back of the card, and the representative instructed me to return to XXXX for assistance. However, when I visited XXXX, they informed me that the matter falls under Vanilla Visa Gift Card 's customer service jurisdiction. 

To seek a resolution, I reached out to Vanilla Visa and experienced significant difficulties. After enduring a wait time of over XXXX hours on the phone, the customer representative abruptly hung up. Unfortunately, due to the unexpected passing of my boyfriend on XX/XX/2023, I became consumed with grief and lost track of time, delaying my subsequent contact with Vanilla Visa. 

On XX/XX/2023, I finally managed to contact Vanilla Visa again. This time, a customer representative collected my information and assured me that a replacement card would be mailed to my address within 3-7 business days, contingent upon my submission of supporting documents, including a photo of the front and back of the card displaying the missing digits, as well as the purchase receipt. I promptly sent these documents to the provided email address, XXXX, at XXXXXXXX XXXX on XX/XX/2023, along with the assigned CASE ID NUMBER : XXXX. 

Regrettably, despite the considerable passage of time, I have yet to receive the replacement card as of today, XX/XX/2023. Frustratingly, my recent contact with Vanilla Visa yielded an unexpected response from a customer representative named XXXX ( who declined to provide a last name ) who disclosed that I must wait an additional 30 days due to an undisclosed policy. This policy was not previously communicated to me by the two previous customer service representatives I interacted with nor is it anywhere on the card and I can not find anything to support this claim on their website. 

In an attempt to ascertain the exact date when the replacement card would be mailed, I kindly requested that XXXX provide me with that information. Shockingly, she responded rudely, stating that I should count the XXXX days myself, as she was unwilling to assist. I have recorded the conversation as evidence of her unprofessional behavior. Furthermore, when I insisted on obtaining the correct date due to uncertainties surrounding weekends and holidays, XXXX placed me on hold and subsequently disconnected the call. 

Considering the significant inconvenience, lack of resolution, and unsatisfactory customer service experienced thus far, I am left feeling extremely disappointed and frustrated. It is disheartening to encounter such disregard for a customer 's legitimate concerns, particularly during an already difficult period of grieving. 

I kindly request the Consumer Financial Protection Bureau intervention in this matter to ensure that my rights as a consumer are protected. I seek assistance in expediting the resolution of this issue and obtaining the replacement card that I am entitled to receive. I would also appreciate if appropriate actions could be taken against Vanilla Visa to address their inadequate customer service and unprofessional behavior exhibited by their representative.

Company response to consumer: Closed with explanation