Consumer complaint received 2019-12-12
Company: Incomm Holdings Inc.
State: NY
Product: Credit card or 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:
On XX/XX/19 I loaded $XXXX onto a Vanilla Visa prepaid card at a XXXX XXXX in XXXX XXXX in XXXX XXXX XXXX. I was given an Electronic Card Activation receipt and told the card was loaded with the $XXXX and was activated and ready for use. Shortly thereafter, I attempted to go to Vanilla Visa's website to check the card balance and received an "Invalid Card Number" error. I tried again a few times and kept receiving the error. I called the customer service # listed on the back of the card and a representative told me that the card was blocked and had already had a "case opened" on it. After arguing with the representative that I just purchased the card and didn't open a case, I hung up the phone and went back into XXXX XXXX. The manager handed me a print out verifying the transaction with the vendor (Vanilla) and that they had received the $XXXX.I called Vanilla's customer service again and after a long time on the phone, was told by the representative that I would need to email in documentation including my identification, the receipt for the card purchase, and the front and back of the actual card. I was given an email address to send it to and a case number of XXXX  to reference. I immediately sent in all of the requested documentation. After the documentation was reviewed, I received an email from Vanilla telling me they'd need to mail a new card to me but the address on my ID didn't pass their "address verification" even though that address is verifiable, is on my ID, and numerous other documents. They asked me to either call in to verify my address, or to send proof of address. I called in and was told that the only way I could verify my address was to send in a document verifying my address with my personal name on it. Given that most everything I have is in my personal XXXX name as far as utility-type bills (i.e., cell phone, bank statements, etc.), I sent in a copy of my insurance card which clearly displays my name and address.After 4 days (XX/XX/19), I emailed them again to follow up and asked what the status of mailing the new card was. I received no response. I waited another 2 days and asked, once again, for an update and have received no response. In my final email (XX/XX/19) to them I told them that I would file a complaint with the CFPB if I did not hear back from them and have a resolution to the matter by the end of the business day. I received no response.These people took $XXXX of my hard earned money on the night of XXXX XXXX and have since gone unresponsive and have refused to return my money to me. I would like my money back and to have a record of my complaint made public for others to see if this happens to them. There is some sort of fraud being committed here because the card was blocked after I loaded the cash, but before I could use it, and I verified my purchase and provided all requested documents, and they still have not returned my money to me, and its been 2 weeks.

Company response to consumer: Closed with explanation