Consumer complaint received 2024-12-26 00:00:00
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Incomm Holdings Inc.
State: CA

Complaint narrative:
On XXXX XXXX XXXX XXXX XXXX XXXX, I purchased a {$100.00} XXXX Gift Card from XXXX  located at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, for {$100.00}, including the activation fee. Approximately 20 minutes later, upon exiting the store, I opened the gift card and discovered that the security code was missing.

I immediately returned to the store and spoke with the manager, who attempted to scan the activation code and process a refund. Unfortunately, the system did not allow a refund since the barcode had already been scanned to activate the card. As compensation for the inconvenience, the manager provided me with a {$10.00} XXXX gift card and advised me to contact the customer service number listed on the card and dispute the issue with XXXX XXXX XXXX. 

Actions Taken Contact with XXXX XXXX XXXX ( XXXX  ) : On XX/XX/year>, at XXXXXXXX XXXX, I contacted XXXX XXXX XXXX XXXX at XXXX. They instructed me to submit documentation and photo evidence via email to XXXX. 
I complied the same day, including a detailed explanation of the situation and case number XXXX. 
XXXX Payments Response : On XX/XX/year>, XXXX Payments informed me that I would receive a replacement card within XXXX business days. 
Follow-ups : XX/XX/year> : I contacted XXXX Disputes to formally dispute the charge. They initiated an investigation. 
XX/XX/year> : I followed up via email with XXXX Payments regarding the status of the replacement card but received no response. 
XX/XX/year> : I followed up again with XXXX Payments, but I still received no clear updates. 
XXXX XXXX XXXX XXXXXXXX concluded its investigation and declined to issue a refund, citing that the gift card was a third-party product. This decision was made despite my clear explanation that the card was defective and unusable they instructed me to solely contact XXXX Gift Card services for them to resolve issue. 

Ongoing Issues I have repeatedly contacted XXXX XXXX XXXX XXXX ( XXXX ) and spoken to various representatives. Unfortunately, I have encountered the following issues : Inconsistent Information : Representatives have provided conflicting updates about the status of my replacement card. 

Lack of Transparency : I have not received clear, actionable information about when the matter will be resolved. 

Unprofessional Support : No knowledgeable or dedicated individual has been assigned to manage and resolve my case. 

During my last conversation, a representative named XXXX XXXX informed me that I should expect the replacement card by XX/XX/year>. 

However, another representative, XXXX, later advised me to wait until XXXX XXXX XXXX. Additionally, he told me that issues with the XXXX ( XXXX or XXXX ) were causing delays, but no further clarification or resolution has been provided or transparency on what's going on. 

I recently checked the status of my XXXX case, and it incorrectly states that the issue has been resolved. Despite this, I have yet to receive my replacement card. 

I am deeply frustrated by the lack of clarity regarding the issue or delay in resolving this matter. Waiting several more months for a replacement card is completely unreasonable, and I have been more than patient throughout this process.

Company response to consumer: Closed with explanation