Consumer complaint received 2024-04-30 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Incomm Holdings Inc.
State: NJ

Complaint narrative:
I got three {$500.00} value prepaid Visa debit gift card issued by INCOMM on XX/XX/XXXX. 

However, none of these cards could used for everyday spending, no matter it is a XXXX grocery shopping or online payment for my auto insurance, though INCOMM advertised that it is good for anywhere. 

I immediately contacted INCOMM about this issue, and they claimed INCOMM did block those transaction to protect myself from fraud. With several denied transaction after I informed INCOMM of my future spending ( INCOMM said they would put note on these cards so I can use these cards with my designated merchants ), they agreed to send me replacement cards. And unfortuantely, those replacement cards which come from INCOMM directly CAN NOT be used anywhere as before. 

So comes the nightmare. 

Since there is no way for my to use these cards, I contacted INCOMM for refund check, and INCOMM created XXXX cases for XXXX cards respectively ( Case XXXX for card ending with XXXX ; Case XXXX for card ending with XXXX ; Case XXXX for card ending with XXXX ). 

At first, INCOMM told everything was OK and there was NOTHING required from my side since these cards are directly replaced and shipped by INCOMM which they could verify the validity themselves. 

After several weeks where I never got the refund check, I contacted INCOMM on XX/XX/XXXX, and I was told that the case was closed since INCOMM never got the required documents which I had never been noticed of. INCOMM DID a favor to me to re-open the case and asked to the ADDRESS VERIFICATION document to them, which I sent immediately to XXXX ' and I got their confirmation email of such document reception. 

INCOMM then sent me an Email from XXXX asking me " Copy of the front and back of card ( s ) and Email or letter requesting a refund '' UNDER the case # XXXX, which I DID send on XX/XX/XXXX with their confirmation email of such document reception. 

After two weeks of no refund check or communication from INCOMM, I called INCOMM on XX/XX/XXXX, and i was told that INCOMM never got my email, so I DID send on XX/XX/XXXX with their confirmation email of such document reception. 

After two weeks of no refund check or communication from INCOMM, I called INCOMM on XX/XX/XXXX, and managed to get to talk with their supervisor. So ONLY after ONE DAY ( XX/XX/XXXX ) with magic, I finally got an response email from INCOMM replying to my Email sent on XX/XX/XXXX, saying that all these XXXX cases were consolidated into XXXX case under # XXXX and that I need send in the " Copy of the front and back of card ( s ) '' for XXXX  card, so I DID send on XX/XX/XXXX with their confirmation email of such document reception. 


Now after another THREE days ( at least TWO BIZ days ), INCOMM is playing dead on their end again, since we know from above they are capable of responding WITHIN ONE BIZ day. 

I strongly believe INCOMM is playing this trick on me ( kept claiming non-receipt of the submitted documents required even with their conformation email and kept asking extra document one step each time when I pushed them further while never disclosing the full information to me for the check refund process ) and on my fund from those cards so they can GAIN financial advantage and interest against me and illegally HOLD my monetary property since they INTENTIONALLY blocked my access to my fund on these cards while refusing to issue the refund check.

Company response to consumer: Closed with explanation