Consumer complaint received 2022-07-25 00:00:00
Product: Credit card or 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.
State: SC

Complaint narrative:
On XX/XX/XXXX I purchased a Vanilla Gift Card from XXXX for money to purchase gas and snacks from the vending machine that does not accept cash. I loaded {$110.00} on the card. I have purchased the cards before and never had an issue. I checked the balance to ensure the correct amount had been loaded. The system stated I would not be able to use the card for about an hour and this was something done the merchant. I thought it was strange, but I had an appointment I needed to get to. After running my errands, less than two hours later I went to the gas station to purchase {$40.00} in gas and cup of ice. The cashier informed me the transaction was declined. I informed her that I just purchased the card and to please run the transaction again. Which she did and the card was declined again. In panic because I just got this part-time job, I called Vanilla Gift Card immediately to see what the problem was. The representative stated that there was pending transaction for {$110.00} XXXX XXXX XXXX XXXX. I informed the representative I have XXXX and didn't make such a purchase. I informed her this was my gas money to use until my first paycheck and she stated I would need to wait 3 days for the hold to drop off. I asked was there a contact number for the merchant we could call to inform them this was a fraudulent charge and she stated there was not. If I wanted to see more details, I would need to log in and see the card activity. I tried logging in and there was not. 

On Friday XX/XX/XXXX, I contacted Vanilla Gift Card again to see if the charged had dropped off. I was informed by the representative that the charge posted Friday, and I will need to open a dispute. I informed the representative that I immediately contacted Vanilla Gift Card to inform them this was a fraudulent charge and the initial representative refused to assist me further stating I would need to wait for the authorization to drop off. To add insult to injury the representative on Friday stated the dispute would take 45-90 days to be resolved. 

I provided the information for the dispute to be opened. Upon completing this submission, I realized a blank document was sent to me. The representative informed me that he was going to submit the dispute that evening because the information I was provided is needed to complete the screens in his system. I was already concerned about the fraud but provided, my named, DOB and address. The representative has spelled my first name incorrectly. I will upload the document and a photo of the card. I still have another card with them still active and opened and would like my credit to be applied to that card, so that the credit will be expedited back to me. 

If I called and stated this was a fraudulent charge and Vanilla Gift Card was alerted, why was there not a mechanism put in place to deny the charge? This experience could have been avoided and I am still without gas money to get to work. Just a thought. 

Please assist me in getting this resolved. 

Thank you in advance for your assistance. 



XXXX XXXX Vanilla Gift Card XXXX XXXX XXXX XXXX Exp : XX/XX/31 Code : XXXX

Company response to consumer: Closed with explanation