Consumer complaint received 2024-12-04 00:00:00
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Incomm Holdings Inc.
State: AL

Complaint narrative:
I purchased ( 3 ) {$500.00} each ( {$1500.00} ), Vanilla Visa Gift Cards on XX/XX/scrub>XXXX XXXX XXXX. After the gift cards were purchased at XXXX, they were declined at XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX. I called Vanilla Gift Cards at XXXX while I was still in XXXX to see why the cards were being declined. I was told by a Vanilla Gift Card Customer Service agent that the cards had been compromised. I told them that I have never been told, nor have I ever had to wait an hour and a half to use my new cards or that they would be considered compromised. I proceeded to let them know that it was a big inconvenience to purchase cards then to be told I couldnt use them! I was asked to return to XXXX the next day to see if another manager could help me. I returned to XXXX the next day to see if the manager could help me with this issue, but she wasnt able to help me. I called Vanilla Visa Gift Cards from the store and requested a refund.

I was informed to email copies of my ( 3 ) {$500.00} each ( {$1500.00} ), Vanilla Visa Gift Cards front and back, all of the receipts and the packaging front and back. I sent all this information and waited but heard nothing back. 
I contacted them again on XXXX XXXX XXXX and they said they didnt have any documentation and asked me what email address did I send it to. I stated that I emailed it to the email address they provided. Then the representative proceeded to tell me I needed to capitalize the P & the F in the email address. I WAS TOLD I HAD TO RESEND THE EMAIL BECAUSE THE FIRST REPRESENTATIVE DIDN'T TELL ME TO CAPITALIZE THE ( P ) IN PREMIUM & THE ( F ) IN FAX FOR THE EMAIL ADDRESS AND THAT I HAD TO RESEND EVERYTHING. 

After I resent everything, I waited then called back on XX/XX/scrub>XXXX XXXX XXXX to get an update on my Case. I was informed that I need to send another form of documentation. Every time I call, I am asked to send yet another form of documentation. As I stated to the Representative, I was beginning to feel that I have been getting the runaround now and I will reach out to Consumer Affairs if this continues to happen. I received an Automated email response and was asked not to respond to the email. It stated to Let this response serve as confirmation that we have received your correspondence. And to allow for the processing timeframe quoted from your initial call. Additional emails to this inbox will delay our response time as we work to address each inquiry thoroughly. I didnt respond because I didnt want to delay my refund.

On XXXX XXXX XXXX I received this email : Please be advised in order to assist you further, you will need to provide the following documents : Copy of the front and back of cards or the purchase receipt. 

This happens over and over again! 

On XXXX XXXX XXXX, I call back just to get an update to be on the safe side. I was then told I needed to send documentation once again! I stated I have sent everything they have asked me to send repeatedly! He then asked if I sent proof of my address. I stated to him that I was asked to include my physical address in the email message. I was never asked to send proof of my address. He said they needed proof and that it could be a copy of my drivers license or a bill with my address on it. I emailed a copy of my gas bill to them. Every time I call, I am asked to send yet another form of documentation. I havent heard anything from Vanilla Visa Gift Cards since then.

Company response to consumer: Closed with explanation