Consumer complaint received 2025-11-24 00:00:00
Product: 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.
State: FL

Complaint narrative:
On XX/XX/year>, I purchased a {$300.00} XXXX prepaid gift card at XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) for my retired mother. Immediately after purchase and before either of us had the opportunity to activate or register the card, almost the entire {$300.00} balance ( minus {$12.00} dollars ) was fraudulently depleted by an unknown third party. 

This means the card was compromised, cloned, or tampered with prior to or during sale, while still under XXXX control. I immediately notified both InComm/XXXX ( the prepaid card processor ) and XXXX and followed every instruction I was given. 

All requested Evidence was provided : I submitted all requested documentation multiple times to Both companies, including : XXXX receipt showing the purchase Photos of the front and back of the card A police report filed with XXXX XXXX Police Department ( Case No. XXXX ) Duplicate receipt obtained directly from the store ( I was asked to go back to store in person, two times to obtain the requested receipt and log notes for the transaction ) Detailed timeline and multiple emails sent to both companies. 
All information needed to verify that I did not authorize any of the charges My Credit Card statement for the purchased of the {$300.00} XXXX Gift card plus {$7.00} activation fee charged by XXXX. 

Despite providing complete evidence, having spent multiple hours over the phone with both XXXX and InCommXXXX , both failed to conduct a reasonable investigation and repeatedly asked for documents I had already submitted, while refusing to send any correspondence in writing. 

XXXX / InComm Failures : Did not conduct a reasonable fraud investigation Did not issue a written explanation of investigation results Did not issue provisional credit Closed the case without any written findings Sent me a replacement card with only {$12.00}, representing the remaining balance after the fraud Representatives refused to provide written confirmation of the investigation outcome XXXX Failures ( Retailer Negligence ) : Sold a defective and compromised financial product Refused to preserve or review surveillance footage Requested documents already provided multiple times Sent only a generic form response instead of investigating ( asking the consumer to reach out to XXXX to solve the issue ). 
Failed to cooperate with the police review or provide any substantive findings Both companies essentially pushed responsibility onto each other and refused to resolve a clear case of prepaid card fraud. I want this complaint made public to warm other customer as I am sure they believe the amounts are too small for individual consumers to hire legal counsel to hold these two large corporations accountable taking advantage of hundreds of victims. 

Impact on my family and I has been severe : This has caused not only financial loss but also stress and hardship, significant time spent gathering and resubmitting documents, unnecessary delay in resolving a simple fraud claim, out-of-pocket costs for travel back to the store, emotional distress due to the mishandling of the investigation.

Company response to consumer: Closed with explanation