Consumer complaint received 2020-09-17
Company: Incomm Holdings Inc.
State: CT
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
I received as a gift a " do It Yourself Home Improvement '' gift card on two occasions and activated them on XX/XX/XXXX and XX/XX/XXXX respectively. The original card numbers were : XXXX ( XX/XX/XXXX ) and xxxxxxxxxxx XXXX ( XX/XX/XXXX ). 

I used the first card on two occasions : on XX/XX/XXXX for {$5.00} and on XX/XX/XXXX for XXXX After making the two purchases on the first card there was a balance of {$6.00}. 

Both purchases were made at XXXX XXXX store # XXXX in XXXX CT. 
I never used the second card which had an initial value of {$25.00} I put the cards in my wallet and apparently forgot about them. I found them in XXXX, XXXX, one month after the " valid through '' date ( XX/XX/XXXX ) '' expired. 

I called the number on the back of the cards ( XXXX ), told them about the situation and they cancelled the initial cards and issued two new cards each having the balancing remaining on the original cards ( {$6.00} and {$25.00} ). I received the two new cards and activated both of them. I went on to the website on the back of the cards to verify the amounts on the cards and that they were active. The new set of cards have account numbers ending in XXXX ( {$6.00} ) and XXXX ( {$25.00} ). Note that on both the cards and on their website, they say " card funds never expire ''. 

I went to my local XXXX XXXX XXXX ( # XXXX in XXXX CT ) and attempted to purchase items that would take me close to the remaining balance on each card ( including tax ). Both cards were declined. 

I called the number on the back of the new cards ( same as old number above ) and complained the the new cards were declined by Home depot, both at the local store as well as online. They said they had received no transactions indicating they were declined, but that they were still active and the balances were unchanged. 

I spent almost an hour with a customer card person at XXXX XXXX and she could not find any reason why the cards were not being accepted ( e.g., XXXX XXXX had some directive to no longer accept these cards ). The XXXX XXXX person even attempted to make a purchase using one of my cards and the card was declined again. 

I went back to the card issuer via their phone number and after discussions, they issued me ( AGAIN ) two new cards with same balances the previous cards had. When I received them via US Mail, I immediately activated them and went to my local Home Depot to purchase an item, again under the amount of the remaining balance including tax, and again the card was declined. These latest two cards have account numbers ending in XXXX ( {$6.00} ) and XXXX ( {$25.00} ). I went home and tried XXXX XXXX online and the card was again declined. I also got onto XXXX XXXX XXXX website and tried to purchase something there. Again, it was declined. 

Two different stores declined the cards, two via online and on two separate occasions in person at the XXXX XXXX store. 

The company servicing the cards is InComm Financial Services located in XXXX, GA. 
These cards both have the " XXXX '' logo on them. I spoke to the " XXXX '' Gift Card section and they have no record of the original two cards ( one of which worked originally ). They apparently sold their network ( of stores who accept XXXX cards ) to whoever purchased those rights. XXXX did not recognize InComm Financial Services company but they did recognize the card issuer : " The XXXX XXXX   ''. The phone number for XXXX XXXX given to me by the XXXX Gift Card section of their customer service is the same number as on the back of the gift cards ... the phone number mentioned above ( XXXX ) ... which implies XXXX XXXX and InComm Financial Services are either closely related or the same company. 

As of today ( XX/XX/XXXX ) I called the above phone number and requested a refund. To do that, they require : 1. the original receipts for the two gift cards ( purchased 5 years ago by a relative who gave me the cards ( remember they said the funds never expire ) 2. the most recent cards cut in half 3. A hand written request for a refund The case number given to me for this refund request is : XXXX, opened on XX/XX/XXXX. 
The first thing the customer care rep did after opening the case, was to put both cards on hold. That means If I go to the web site to see the cards and balances, I can not. 

Without the original receipts they will not process the refund request. I will try and get these from my relative, but doubt she will have them since they would be 5 years old.

I have exhausted all my own resources in getting usable cards or a refund and I am now contacting CFPB. I have also contacted XXXX XXXX, one of my Senators, who gave me your website to open a complaint, as well as emailed XXXX XXXX, my Congressional Representative. Please resolve this for me. I have to assume I am not the only person having this difficulty. 
Thanks, XXXX

Company response to consumer: Closed with explanation