Consumer complaint received 2022-09-01
Company: Incomm Holdings Inc.
State: CA
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 have purchased these two {$500.00} Vanilla Visa Gift Cards ( Total {$1000.00} value ) at a local grocery store in XXXX XXXX, California on XX/XX/XXXX at XXXX. On XX/XX/XXXX, I lost these two cards by accident which I had not used at all and immediately reported to the Vanilla Visa Gift Card issuing company ( InComm Inc. ) by filing this lost card case on the phone ( # XXXX ). 

I have reported two lost Vanilla Gift Cards ( Value of {$500.00} each ) on XX/XX/XXXX and tried several times ( XXXX emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and FAX on XX/XX/XXXX ) to send required documentation to your department and was finally notified by email on XX/XX/XXXX that my dispute packet has been received and forwarded to the Dispute Resolution Team for review and investigation. 

I was told to wait for 90 days since XX/XX/XXXX till the dispute team has a final resolution. I waited till the XX/XX/XXXX and called to follow up for the resolution and supervisor team told me on XX/XX/XXXX replacement cards were sent. I have never received them. So I waited 30 business days since XX/XX/XXXX to request another sets of replacement to be mailed to me. 

On XX/XX/XXXX when I called the customer service team and I was told replacement cards were sent out by mail for the second attempt on XX/XX/XXXX and I need to wait for 30 business day. Again, I didnt receive them. 

I called the customer service supervisor team to follow up routinely every month from XX/XX/XXXX to XX/XX/XXXX trying to find out the following but never got the answer : 1. Whats the dispute resolution? 
2. Final amount remaining on both cards 3. To request refund thru check in the mail instead of waiting for the replacement cards ( mailed to me on XX/XX/XXXX and XX/XX/XXXX ) which never arrive The supervisor team always told me to wait for 48 hours for updates from the back office ( Dispute Department ). This became an indefinite loop that I never received any updates from the back office and I had to call back over and over to follow up every month on this lost card claim status which has no progress at all. 

The image of the original purchase receipt of the cards have the serial number which is the same number appeared on the back of the Visa Gift Card package and their customer service team advised me that as long as the back office ( Dispute Department ) receives the information of original purchase receipts image and my ID, they can review, locate the gift cards information and investigate any unauthorized transactions and to have a final resolution by 90 days after the date XX/XX/XXXX which I was told the dispute package that was received. 

At this point, I really need your help to assist me to deal with InComm Inc. ( the gift card issuing company ) to resolve this issue. I have tried every opportunity to get status updates but I cant really get any assistance from their back office team and calling customer service line routinely every month didnt help me at all on this situation. 

It has been almost six months passed from the previous attempt of mailing out the replacement cards and almost one year from the date when I reported this lost card case. 

Please let me know whats the next step from this complaint filing at Consumer Financial Protection Bureau. Thank you so much! 


Notes : This is the contact information of InComm Inc.

To : InComm Inc. 
Attention : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation