Consumer complaint received 2019-12-22
Product: Credit card or prepaid card — Gift 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. (TN)

On XX/XX/2019 at XXXX XXXX, I purchased a 3 {$500.00} Vanilla Gift cards from a XXXX located at XXXX XXXX XXXX XXXX in XXXX XXXX, KY, for my children for XXXX. After purchase, I checked the balance of all the gift cards to ensure the correct amounts were on the cards, which they were correct. I walked with my daughter, in the same XXXX while she retrieved items she intended to buy herself for XXXX with one of the gift cards. When she attempted to purchase items valuing roughly {$59.00}, the card was denied. I then began to contact the 1-800 on the back of the card and was informed the card had a balance of {$2.00}, which is impossible because the card had never been used and was just purchased roughly an hour ago. I then looked up the balance of the card on vanillagift.com. The site showed a balance of {$2.00} and revealed two purchases that were made to a company called XXXX XXXX totaling {$490.00}. I contacted the 1-800 located on the back of the company immediately and waited roughly 15 minutes to speak to a male customer service representative who informed me that I would have to wait 7 days and call back and dispute the claim, which was not a proper response to me. I called right back ( waited an additional roughly 12 minutes on hold ) and spoke with a customer service representative named XXXX. XXXX informed me that I would have to submit a dispute claim that could take roughly 45-90 days to investigate and I was not guaranteed to get my money back. I questioned why the payment could not be stopped because I was disputing it immediately, possibly within an hour or less, of the fraudulent purchase. Then, I questioned how could someone possibly have the gift card number due to me purchasing the sealed card in a XXXX location. XXXX had no answers. She again, related I would have to file a claim. I agreed, and after XXXX collected my first and last name, the call disconnected. I called back ( waited on hold roughly 10 minutes ) and spoke with a customer service representative named, XXXX, and explained the situation to her. Again, I was told I would have to file a dispute, even though this is a clear case of fraud. I gave XXXX my demographic information and she gave me a reference number ( XXXX ). She informed me that they would email me dispute paperwork, which at this time, I have not received. On XX/XX/2019 at XXXX XXXX, I attempted to contact XXXX XXXX through their digital assistant portal ( the company does not have an actual phone line to speak with someone ) I have transcripts detailing the conversation. I was informed that someone would contact me by email, which at this time has not happened. I contacted the XXXX that I purchased the gift card from on XX/XX/2019 at XXXX XXXX. I spoke with a female manager, who related she would attempt to make efforts to contact the company or seek a resolution. The manager never contacted me back. I called XXXX corporate office ( on XX/XX/2019 at XXXX XXXX ) and spoke with a representative named XXXX, who explained how someone could steal the card number information from a gift card before it was purchased, but otherwise was unhelpful. When I requested to speak to his supervisor, he declined. XXXX should be embarrassed for selling gift cards subjected to cases of fraudulent activity. This has been a horrible experience. Especially for my daughter, since this money was intended to be her XXXX gift. Additionally, I plan to contact the FTC on Monday and the manufacturer of the Vanilla gift card Incomm. After this experience, Ive done research and realized several consumers have experienced the same problem with this company. I also checked the XXXX XXXX XXXX website and have found several filed complaints. Waiting 45-90 days is not sufficient and Im expecting a swift refund or return of my money.