Consumer complaint received 2023-05-03
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: Incomm Holdings Inc. ()

This complaint is regarding XXXX Payments. 

Due to repeated problems using my card for online purchases, I decided to close my account for a Titanium+ Card I received through a Money XXXX XXXX XXXX XXXX 

I phoned their customer service line in early XXXX to close my account and receive a cheque for the balance on my card. The customer service representative offered to waive the cancellation fee due to my inability to spend the money on my card. The representative emailed my request to their " back office ''. 

I phoned again in late XXXX to inquire about the status of the cheque, and was informed that the account was not closed because I " refused the cancellation fee ''. I agreed to the cancellation fee at this point and requested that my account be closed. The customer service representative forwarded my request by email to their " back office ''. 

Shortly before XX/XX/XXXX, I phoned again to ask about the delay in receiving the cheque for the balance on my account. They again claimed that I refused the cancellation fee and that my account was not closed. I again agreed to the cancellation fee, and this request was forwarded by email to their " back office ''. 

On XX/XX/XXXX, I phoned again to ask about the delay in receiving a cheque for the balance on my account. I was told that a cheque had been mailed on XX/XX/XXXX. I confirmed my address with customer service, and they have the correct address. I requested that that cheque be cancelled and a new one sent. The customer service representative apologized for the delay and assured me that my refund would arrive within 30 days. I also asked to file a formal complaint over the delay in closing my account and returning my money. The customer service representative read back an email they had written accurately describing my complaint and sent it to the " back office ''. 

By XX/XX/XXXX, I had not received either the cheque that was sent on XX/XX/XXXX, nor any subsequent cheque. I went into the XXXX XXXX location where I had acquired the prepaid card, and one of their staff contacted a customer service representative on my behalf. They learned that a replacement cheque for the one supposedly sent in XXXX had not been issued. Later in the day, I spoke to customer service in person to ask if there had been any follow-up on my formal complaint, and I was told that there had been no response from their " back office '', but they confirmed that a new request had been sent to the " back office '' earlier in the day. I asked if there were any way to escalate my complaint above the " back office '', since that seems to be where the inaction on my issue is happening. They informed me that their only point of contact with the company is the one email line to the " back office '', but they were able to confirm that the company 's name is XXXX Payments, which is based in XXXX in the United States, so I am hopeful that the CFPB has jurisdiction to help resolve my issue even though I live in XXXX.