Consumer complaint received 2020-09-29
Company: Incomm Holdings Inc.
State: CT
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:
Bottom line : $ XXXX was stolen from my Vanilla ( Visa ) gift card, without my knowledge. I never used the card so other than at the time of purchase, no-one had access to the card. It had an original balance of {$70.00}. Here are the details : A relative purchased the {$70.00} Vanilla gift card and gave it to me as a XXXX birthday gift. I do not know and never asked where she purchased the card. 
Unfortunately for me, I put the card on my dresser, it was covered up and I forgot about it for two years. I found the card recently, and in light of a similar gift card we gave to someone else whose balance had been fraudulently used up ( ref. Case # XXXX XXXX, I checked the balance on my gift card using the www.vanillagift.com website. 
I found that within a few weeks of when it had been purchased, and after I received it, two purchases were made on XXXX within an hour of each other. The two purchases were for about {$69.00} and change. 
I checked my own XXXX purchases for the two XXXX transactions specified on the website for that card on that date and found that I had not made either of those purchases. 
I also had NOT specified a pin to use for gas purchases or for online use. So I was surprised anyone was able to use it for online purchases. 
I contacted the number on the reverse of my card and spoke to someone who said they would send me a dispute form. I never received it. 
A week or so later I called the number on the reverse of my card and spoke to someone who said they would send me a dispute form within 24 hours. I never received that one either. 
In trying to get back online to the website, I was told that my gift card was invalid so that I was unable to get to the transaction information any longer. The second Customer Care person told me that once a card has been reported, they lock it out on the website. This is why I could no longer see the transactions associated with my card. 
I called again ( a third time ) and spoke with a Customer Service person named XXXX. She verified who I was, checked my email address twice to make sure it was correct. She then sent out a dispute form immediately ( she did not pass it off to someone else ) and I received it within 5 minutes. 
I completed the dispute form including this description, and all information they requested except for purchase receipts for the original card ( my relative no longer had it ) and the purchases made to the card ( I did not make those purchases so I have no receipts, physical or online ). I also sent a scan of both front and back of the gift card. 
I completed all of this and emailed it to the disputes department on XX/XX/2020. 
I was assigned a case number XXXX and was told I would receive a decision with in 90 days near the end of XXXX. 
On XX/XX/2020 I received an email containing a letter saying everything took place more than 60 days after some deadline and therefore they have no responsibility and closed the case. 
This decision is unacceptable. The companys security on their cards must be extremely poor that someone can get the card number without having the card and make online purchases with it.

Company response to consumer: Closed with explanation