Consumer complaint received 2022-08-22
Company: Incomm Holdings Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
I realized that my virtual gift card had been used to buy {$69.00} worth of items at a grocery store in a completely different state. I contacted InComm about this on XX/XX/2022 and they started a dispute and stated that it would take 45-90 days to receive a response and also stated that there was no guarantee that I'd get my funds back because it's their policy that their gift cards are treated like cash. Because of the drawn out dispute time and risk that I might not get refunded at all, I contacted the XXXX InComm responded and stated that I will be getting an expedited replacement card via XXXX 

I waited the 14 days that they stated it might take and it still hadn't arrived. I contacted InComm via email by replying to my dispute ticket again. I did this on XX/XX/2022, XX/XX/2022, and XX/XX/2022. They did not respond until XXXX and actually had the audacity to ask me for a utility bill, financial record, insurance statement, medical record, pay stub, lease agreement, vehicle registration card, or voter 's registration card. This was simply to verify the address that they'd need to mail the replacement. They asked for such sensitive information when I literally gave them no information at all when I purchased the card. These gift cards can be purchased at a self-checkout with cash. So, why would they need any of the requested information just to confirm where they need to send the replacement? They didn't even ask for this when they were going to mail the initial replacement. They still have not explained why they needed " address verification ''. I suspect that it's to deter people from going through with the refund process. There's a slight chance that they actually did mail the replacement card and it just never arrived because my city name, which has to double-Ls, only had one L on the dispute form that I filled out. However, on that same form, I checked the " Credit to Original Card '' box to request a refund to my original virtual card. I didn't check the " Replacement Card ''. Also, before the rep mailed the card via XXXX she should have confirmed the address. If they actually mailed the card and it never arrived, this can be easily tracked by XXXX, and I highly doubt that it would have gone undelivered just because of the one missing L in the city name. I suspect that they're just trying draw this out and hope that I will give up. But, I will not and will also not be giving them any of the information that they requested. I responded to their email and explained the same thing. I told them where to mail the gift card and asked them to respond on whether or not they would mail the replacement without the requested info. That was on XX/XX/2022. They didn't respond until XX/XX/2022 and they confirmed that they need this information before refunding my money. 

I was initially going to just follow up with the XXXX about my original complaint, but the XXXX is updating InComm 's complaints page, which has tons of similar complaints, so nothing can be submitted.

Company response to consumer: Closed with explanation