Consumer complaint received 2025-07-25 00:00:00
Product: Prepaid card — Gift card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: Incomm Holdings Inc.
State: MO

Complaint narrative:
Subject : Escalation for Immediate Resolution Fraud Holds on XXXX XXXX and XXXX XXXX XXXX Dear XXXX, XXXX XXXX and XXXX, I am writing to formally escalate and demand immediate resolution of a long-standing issue regarding Vanilla Visa and XXXX gift XXXX that were purchased, delivered, and subsequently rendered inoperable due to alleged fraud holds without any valid cause or customer notification. 

Despite numerous documented attempts to resolve this, including voicemail responses and calls to your customer support and fraud departments, the problem continues to persist with no meaningful resolution provided. 

Known Outstanding Inactive Cards ( Last XXXX Digits ) : * there could be many others and they all need resolved * Vanilla Visa : 1923, XXXX, XXXX, XXXX, XXXX XXXX : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Key Issues & Clarifications : Voicemail and Call Attempts Have Been Made : I do not answer calls from unknown, unrecognized, or spam-flagged numbers, as is common best practice. However, I have returned every voicemail I receivedincluding calls to your fraud department and XXXX customer service. Unfortunately, I am often unable to leave a voicemail, reach a live representative, or am redirected without resolution. 

Outsourced Customer Support is Unhelpful : Calls to XXXX XXXX and XXXX customer supportwho are clearly third-party outsourcedyield no results unless I provide the full card number, which is not feasible. These cards were gifts and the recipients are the ones now reporting issues, thinking theyve received fraudulent or joke cards, which has caused considerable embarrassment and reputational damage. 

Lack of XXXX or XXXX from XXXX : I received no prior notification of fraud holds. The first indication of any issue came only after recipients attempted to use the cards and were declined. There has been no written proof or evidence provided from XXXX showing any valid reason for these holds. 

No Bank Disputes or Chargebacks Were Filed : I confirmed with my financial institutionno fraud reports or chargebacks were ever initiated by me. I can not provide documentation that doesnt exist, and it is unreasonable to expect me to prove a negative. 

XXXX Responsibility, Not the Customers : XXXX miscommunication or issue exists between XXXX and the payment processor ( e.g., XXXX or others ), that should not impact me or the gift recipients. You accepted payment, delivered cards, and then later flagged themmonths after the fact. 

What I Expect Immediately : A written response confirming when each of the impacted cards listed above or others will have the hold removed or be reissued. 

A list of any additional cards you show as impactedsince I have no way of knowing unless someone contacts me. 

A specific and dated timeline for resolution. 

If you are claiming XXXX or someone else is the issue, then provide me direct XXXX escalation contacts and documentation reflecting that. 

Notice of Escalation : If this matter is not resolved by Friday, XX/XX/XXXX, I will take the following actions : File formal complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and the Missouri Attorney General. All cc 'd on these communications. 

Pursue civil legal remedies for damages, negligence, and consumer deception. 

This matter is no longer just an inconvenienceit has become a serious consumer protection issue. 

Please respond in writing. I expect a meaningful and concrete update, not repeated instructions to call generic support numbers or to contact my bank for nonexistent documentation. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation