Consumer complaint received 2020-02-19
Company: Incomm Holdings Inc.
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
**I have recorded all calls that relate to the current situation. This is a time stamped summary of all calls made to MyVanilla/Incomm from XXXX. It includes names and times stampsof key points during each conversation. 



XX/XX/XXXX call # XXXX XXXX ( 8:46 time length ) XXXX - talked to XXXX (? ) Made request to end account ending in XXXX. 

XXXX - XXXX gives me a case number for the account # XXXX XX/XX/XXXX ( call # 2 XXXX XXXX  Call Length 21:47 ) XXXX - talked to a rep named XXXX  XXXX - ask for card to be closed XXXX XXXX  told me it would take 24hr for account to be closed XXXX - XXXX  Checks to see how many cards are still active under my name XXXX - XXXX  told me I had 3 account XXXX - XXXX  told me the cancellation of all 3 accounts were in process XXXX Gave XXXX  my user name for a previous account that was marked as inactive ... .but the account was still active on their end XXXX I was connected to a supervisor named XXXX. 

XXXX XXXX  hangs up in my face after I explain what I think is the reasoning for having my accounts active after I deactivate them. 

Call # 3 ( Follow up with XXXX after he disconnected the call XXXX XXXX CL XXXX ) XXXX CSR tells me I still have multiple marked as active, even though I've made request to start the cancellation process. 

XXXX - I explained that I knew the cancellation process because I've been through it plenty of times. I always call cancel a card after I deactivate it. 

XXXX reconnected with supervisor XXXX. 

XXXX give user account name for a previous requested cancelled account XXXX made statement that all my accounts should be closed months, if not, years ago. 

XXXX ask XXXX for a email confirmation of all my accounts being closed. 

XXXX - I state all my cards are listed as inactive ( on my end ) XXXX - I tell XXXX  that I've called in the past to permanently close all my accounts Call # 4 ( XX/XX/2020, XXXX XXXX. XXXX call length ) XXXX spoke with a supervisor named XXXX  XXXX - ask XXXX  If I could send her email attachments of my previous recorded call with various MyVanilla reps XXXX - XXXX  Tells me her location is in XXXX XXXX XXXX XXXX XXXX XXXXTell me I still have 3 active accounts opened ( which didn't surprise me by the sheer stupidity and incompetence that the supervisors have shown ) XXXX I questioned XXXX   why were my accounts still listed as being active after a full day after requesting they all be permanently canceled, I also explain to her the exact process of what needs to be done to permanently close out a account and that's I've done it a multitude of times. I also ask for escalations to a compliance Dept. ) XXXX - I again ask XXXX to close out all 3 accounts XXXX - XXXX  Tells me that XXXX put a note that I declined to have my accounts closed, when I have proof that vastly referts that ). So A MyVanilla Supervisor XXXX  tampored with my account, wrote a false note on my account preventing deletion and further delaying the activation process. 

Call # 5 ( XX/XX/2020 XXXX XXXX CL-1:00hr ) XXXX Spoke to a Supervisor named XXXX, I now couldn't activate the card because of a KYC failure. 

XXXX XXXX tells me that all my accounts are now closed. But that didn't make sense ; because the day before when I spoke to XXXX she told me my accounts were still active because XXXX had cancelled the Deletion process under his own accord. So I explained to XXXX that I didn't appreciate her lying because another supervisor told me yesterday that my accounts were still open and that the 24-48 timeframe hasn't elapsed. I asked for escalations to speak to a corporate executive. XXXX put me on hold for 20 minutes and then made a obvious lie that she tried to reach some one. 

P.S. at some point XXXX asked if I was recording ... .when I said no, I thought I had turned to recorder off by then. Sorry.

Company response to consumer: Closed with explanation