Consumer complaint received 2022-12-12
Company: Incomm Holdings Inc.
State: NM
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I had a XXXX XXXX XXXX and an unauthorized transaction was made in the amount of {$1600.00} on XX/XX/XXXX. I called the number on the card to inform them. They told me I had to wait until this transaction was posted there was nothing that could be done while the transaction was pending. 

I contacted them again on XX/XX/XXXX after the transaction was posted. I was asked to fill out and return a dispute packet. I did so and emailed it to them. I received an email saying they received the dispute packet. 

I was told by the person answering the phone number on the card that they were working on the case and that I must wait 45 to 90 days for a resolution. InComm would contact me. 

During that 90 days, I called the same number 12 times but could get no information except they were working on it and to wait 90 days. I repeatedly asked to speak with a supervisor but was never allowed to. 

I emailed XXXX on XX/XX/XXXX trying to get some help. I got a confirmation email saying they got my email and forwarded it to the Dispute Department. It said ; Your e-mail has been received and forwarded to the Dispute Department for review and investigation. Please be advised that disputes are worked in the order they are received. You should expect complete resolution within 90 days from received date, however, most are resolved before then. If additional information is needed, you will be contacted via email. 

I have received no communication from InComm, their dispute department, or anyone from their company. Any subsequent calls from me were met with the " wait 90 days, it will be resolved in 90 days, nothing we can do for 90 days '' I was told even if they resolved it before 90 days, they would do nothing until the 90-day timeframe expired.

I waited 90 days and still have not been contacted by them AT ALL. I called again after the 90 wait and was told to just wait until they contact me. They still have never contacted me.

I asked for any findings or documents telling me how the investigation was progressing but they told me NO just wait for someone to contact me. 

I informed the company that issued me the XXXX XXXX about the unauthorized transaction immediately and have been in contact with them for the entire 90 days. I asked them to contact InComm since I was getting no response. They told me that XXXX XXXX XXXX told them they were reversing the transaction and would give me back the money but it may take a few weeks. This still should have been completed well within 90 days. 

I have contacted the merchant 4 times and they assure me the card was not used with them and that I don't even have an account with them. 

I received the Reward Card through regular snail mail directly from InComm. At no time was the card out of my possession and nobody had access to the card but me, InComm, and XXXX  ( the company who I got the card from ) There is no way to activate a XXXX XXXX XXXX without giving the card number, the expiration date, the CVV number, and the activation code ( last 4 digits of my phone number ) I believe this gives access to the card to people who would steal money. 

I have contacted everyone I can think of who may possibly help me. The XXXX  told me they contacted InComm but received no response from the company so they could do nothing but close the complaint as they can't force a reply. 

This all happened right after I was laid off of my 17-year job and I was going to use the money to pay bills while searching for employment. InComm has not even contacted me once. Their Customer Support is of absolutely no help and the only information they would give me was to wait 90 days for a resolution. I recently secured employment but haven't gotten my first check. This {$1600.00} would have made a hugely stressful time easier to manage but it hasn't happened. I have since found hundreds and hundreds of complaints about this exact scenario happing with other people who never got a resolution. 

Is there anything you can do to help me? I can not afford to just lose {$1600.00}. As a single Mom, I can not give up and let them cheat me out of money. InComm could have stopped this fraud before it was ever paid. I informed them of the fraud while the transaction was pending and they should have stopped it right then. 

I would sincerely appreciate any help you can be in resolving this matter. 

Thank you for your time.

Company response to consumer: Closed with explanation