Consumer complaint received 2022-05-18
Company: Incomm Holdings Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
Dispute No : XXXX XXXX XXXX : XXXX - {$200.00} Card No. XXXX - {$50.00} Purchased 2 XXXX prepaid debit gift cards ( {$200.00} and {$50.00} ) on XX/XX/22 at XXXX. Cards never left my possession. Tried using {$200.00} card for gas on XX/XX/22 and it wouldn't work. Checked online at XXXX and it showed a charge of {$160.00} which wiped out the entire card as I'd made one other purchase. Then I opened the {$50.00} card and it had the same thing. Available amount was {$0.00}. Now I hadn't noticed anything wrong with either card package as both are sealed with plastic all the way around them. The cards were charged on XX/XX/22 XXXX minute apart wiping out the balance of each. I called number on card agreement for lost/stolen/unauthorized charges on XX/XX/22 and gage them all the details of the card numbers and amounts. They emailed me a dispute form to complete and said the formal investigation wouldn't begin until they got the dispute form back. On the phone she asked me if I wanted a check or replacement card and I said card. After I emailed the dispute forms, I received a response saying it would take 45 to 90 days for the investigation to be complete. I looked at the card holder agreement contained in the gift card package and it says you will be refunded within 30 days. Not one word in the agreement about 45 to 90 days. 46 to 90 days is just totally unacceptable. I have done some research and these cards are all insured so I can't begin to fathom why it would take such a long time. Also the dispute company XXXX has a dedicated fraud team available to them XXXX according to their website. There are over 800 complaints about situations similar to mine on the XXXX  website. Only 300+ have been resolved while the remaining are unresolved. The company does seem to reply to most complaints. The cardholder agreement does not say anything about " registering '' the card online or I would have done that. Even so, the {$50.00} card had not even been opened yet before it was charged and wiped out. XXXX XXXX is a huge company and I do not understand why there aren't better procedures in place to protect consumers and get their money/replacement card to them within the 30 day period as stated on the cardholder agreement. Their current timelines and practices are simply unacceptable. I submitted screenshots of the initial payment and activation of these cards along with the dispute form. I also still have my purchase receipt and a copy of the cardholder agreement which states the 30 days for unauthorized charges/lost/stolen cards. While XXXX XXXX says that customer satisfaction is a priority to them, their actions do not support this. Its now been 43 days today since I made the initial call to inform this company of the unauthorized charge and yet I have not received any reimbursement by way of a new card. I am contemplating gathering other consumers to see about filing a class action lawsuit. For me personally, I purchased the one card to make a monthly payment I have and I have already incurred an additional {$30.00} charge for not paying it on time. I will be charged the {$30.00} Late fees again in the next few days.While {$160.00} and {$50.00} may not seem much to a multimillion dollar company like XXXX or XXXX its a huge burden to someone who is unemployed and is couch bouncing between family and friends. Once I submit my complaint here and with the XXXX I will begin researching to see if I can find an attorney to do a class action for all the numerous consumers whove had similar losses like mine if I dont receive a quick resolution to this matter.

Company response to consumer: Closed with explanation