Consumer complaint received 2022-09-01
Company: Incomm Holdings Inc.
State: CA
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:
This is a My Vanilla prepaid reloadable XXXX XXXX Credit Card. All my inquiries have been made to My Vanilla customer service at XXXX. 
The following events are in chronicle order as they occurred. 

On XX/XX/22. I called My Vanilla customer service phone number to report my card lost and to receive a replacement ASAP. The representative I spoke to stated that I will be receiving the card replacement w/in 5-7 business days by mail. In addition, there is a {$6.00} fee for a replacement card that will be deducted from my remaining cash balance. 

On XX/XX/22. I called My Vanilla customer service phone number, as a follow-up to inquire why I have not received my replacement card by now. The representative named XXXX. Stated the replacement card was " mailed out to my address on XX/XX/22 ''. He stated I've should have received it, however, to allow a little more time to arrive. Nothing more he could do and rudely hung up. Totally disrespectful and unprofessional and after more than an HOUR wait time to even speak with anyone. 

On XX/XX/22. I again called My Vanilla customer service phone number to complain about this matter and that they have exceeded the time frame, that the representative on XX/XX/22 originally stated to me in receiving my replacement card, w/my remaining cash funds on my account for me to have access and use. I spoke to a supervisor named XXXX. Whom you will see was of NO help. I explained the history in detail, as I've indicated above, to XXXX. She then proceeded to make up stories as she went along all during our conversation. She stated all the previous rep 's I spoke to were '' incorrect '' when they informed me it would take only 5-7 business days to receive my replacement card. XXXX stated it's " actually '' 7-10 business days, then changed even those days again, to 10-12 business days. Never could state a clear. accurate and honest answer. Multiple times, she would be muting me and going silent while I was speaking and asking her " hello are you still there ''? Extremely rude and dishonest conduct on XXXX part. XXXX refused to compensate and work with me to rectify this ongoing issue, due to the long and unreasonable continuous waiting time of my card not arriving at this time. I requested she expedite via overnight express my replacement card to show a good faith effort to make for all that I've been experiencing by this business and due to the fact that I have financial obligations i.e. personal bills and rent to pay that are past due. Therefore, I need my prepaid card w/my funds still on it immediately, I stated to her. XXXX declined my request. She stated I will need to continue to wait more days until the " card arrives, as it's on the way ''. I advised XXXX that this business is in breach of our agreement/terms. I received NO consideration nor empathy from this horrible supervisor, XXXX. 

I believe this business is maliciously, unduly, and deliberately w/out a valid cause, withholding and blocking access to my prepaid debit visa card funds I previously reloaded on my account. Please note : This business has a history of being sued multiple times by its customers for multiple serious violations and said consumers have successfully prevailed in such lawsuits.

Company response to consumer: Closed with explanation