Consumer complaint received 2025-05-06 00:00:00
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.

Complaint narrative:
Fraudulent transactions occurred on my Vanilla Visa gift card valued at {$250.00} on XX/XX/XXXX. I discovered the fraudulent activity prior to my XXXX planned gift purchase on XX/XX/XXXX. I had checked my card balance online to discover {$0.00} balance remaining. The cards expiry date was XX/XX/XXXX, was always in my possession and I had not made any online or in-person transactions. There was a message in the Status section stating, ON HOLD : Your Card is unable to be used at this time. Please immediately call the customer service number on the back of your Card. This signaled to me that the company had discovered an issue with the card use. I immediately called Customer Service on XX/XX/XXXX, to report the unauthorized transactions and XXXX dispute packet ( Ticket Number : XXXX ) was initiated on XX/XX/XXXX. The transaction history documented by XXXX in the dispute packet was the following : XXXX XX/XX/XXXX XXXX XXXX for {$6.00} ; a XXXX  transaction on XXXX XX/XX/XXXX XXXX XXXX for {$240.00} resulting in a final transaction history of {$240.00} on XXXX XX/XX/XXXX XXXX XXXX with XXXX. 

On XX/XX/XXXX, I received a final resolution letter from XXXX Dispute Resolution via email stating that, after a thorough review, the dispute was not approved, and the file was closed. The letter cited that Per the cardholder agreement and the payments network, these transactions are out of timeframe for recovery. 

I filed a complaint with the XXXX XXXX XXXX XXXX Complaint ID XXXX XXXXXXXX ) on XX/XX/XXXX against XXXX XXXX XXXX XXXX, Georgia, as I was deeply concerned about the security vulnerability of Vanilla Visa gift cards and the fairness of the dispute resolution process. I requested that the decision be overturned and a new gift card at the original card value be issued to me. My rationale for objecting to the decision was that I had not made any transactions and consequently had no reason to check or monitor the balance by a certain date or within a specific timeframe ( as per a cardholder agreement ). 

On XX/XX/XXXX I received an email from XXXX XXXX at XXXX Payments with the original final resolution letter attached advising the denial would not be overturned. The XXXX XXXX XXXX ( XXXX ) was not copied on that email. I completed notification of this additional information to the XXXX  on XX/XX/XXXX. 

On XX/XX/XXXX the XXXX received a response from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX advising that they performed a XXXX level review, and unfortunately, we are upholding the original denial. We are only able to refund any amounts recovered from the merchant and in this instance, we are unable to recover the disputed funds. We consider this matter closed. I notified the XXXX on XX/XX/XXXX that I rejected this decision and received notification on XX/XX/XXXX from the XXXX that the file would be closed as a response had been received from the business. It would documented in the XXXX XXXX Profile as : " Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied. '' The XXXX reply indicated that I may want to follow up with the Consumer Financial Protection Bureau. 

This has been a very stressful and distressing situation. XXXX has not acknowledged that the card was comprised enabling fraudulent activity to occur ; has not indicated the reason for placing the card on hold, has enabled fraudulent transactions to occur draining the balance of the gift cards to {$0.00}. XXXX XXXX XXXX state that they are unable to recover the money from the merchant, however I did not authorize/complete these transactions. I continue to feel I am being unfairly penalized as there was no wrongdoing on my part but there was an issue with the Vanilla Visa gift card.

Company response to consumer: Closed with explanation