Consumer complaint received 2023-12-14
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Incomm Holdings Inc. (CA)

Timeline of Issue : - XX/XX/2023  : Purchased a {$50.00} XXXX Gift Card at the XXXX XXXX XXXX XXXX XXXX Store. The card was distributed and serviced by InComm Financial Services , Inc . 
- XX/XX/2023  : Opened the card packaging and attempted to use the XXXX Gift Card at XXXX XXXX - XXXX XXXX XXXX XXXX, XXXX, NC. The card did not work. 
- XX/XX/2023 : Checked the online balance at XXXX. The balance showed {$0.00}, and included a transaction on XX/XX/2023 in the amount of {$50.00} at a XXXX store. I did not make this transaction. I contacted the customer service number -- XXXX that was on the back of the card to report the fraud. 

Below are the details of the phone call with representatives from InComm Financial Services , Inc at the XXXX number. 

It took ~10 minutes to navigate the IVR , be placed on hold, and then connected to an agent. 

FIRST CUSTOMER SERVICE AGENT DISCUSSION - I explained that I purchased a card that had been fraudulently used. I provided my name [ 3 times ], the card number, the date that I purchased the card, and the date that I attempted to use the card. I also provided the date of the unauthorized transaction. 
- The customer service agent asked for the balance on the card, which I provided. 
- The customer service agent then checked the balance of the card and verified that it was {$0.00}. 
- The customer service agent asked why I was calling. I explained that I purchased a card, had not used it, and that there were no funds available. 
- The agent mentioned that she was raising a case and that she would put a " hold '' on the card. I asked for the case number. 
- The agent stated that she needed information from me to create the case, and asked for my name again. I provided my name. 
- I was then asked for my birthdate, which I provided. 
- I was asked for my drivers license number. I communicated that it seemed like fraud and asked to speak with a supervisor. 
- The agent communicated that they needed to collect information. 
- I asked to speak with a supervisor 3 times. The agent informed me that the supervisor would tell me the same thing. 
- I asked to speak with a supervisor for a 4th time.

I was then placed on hold for ~20 minutes. 

SECOND CUSTOMER SERVICE AGENT DISCUSSION [ w/ XXXX ] - I provided my name and explained that I was calling because a gift card that I had purchased was fraudulently used. 
- XXXX asked for [ and I provided ] : the card number, the long 2-digit number on the back of the card, my name, date of birth, email address, phone number, store where I bought the card, and my address. 
- XXXX explained that I would need to provide a copy of my drivers license, a copy of the purchase receipt, a copy of the card. 
- XXXX provided the case number an email address [ to send the requested information ]. - He advised that I would receive an automated response 24 hours after submitting the information, if not, I would need to contact the customer service number again. 
- XXXX set expectations that research would begin after I sent the requested information and that it could take up to 30 days to resolve the issue. 

It seems unreasonable that : - My drivers license number would be required to investigate and resolve the issue. 
- It took 61 minutes to get a case number.