Consumer complaint received 2024-05-26 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: NC

Complaint narrative:
I originally purchased two XXXXXXXX XXXX XXXX from XXXX XXXX in two separate transactions on XX/XX/year>. Each card was loaded with {$500.00} with a fee of {$5.00} per card. Cost of each card as a result of fees was {$500.00}, so total cost of the two cards was {$1000.00}. 

I tried using both cards at multiple retailers including XXXX XXXX and XXXX and never had success ; they would all decline. I reached out to XXXX customer service and complained that I was unable to use the cards. They shared that the cards were faulty and would issue two replacement cards for me. I did receive the two replacement cards shortly after this. I tried to use the replacement cards at multiple retailers and had no success due to declines as well. 

I reached out to customer service on XX/XX/year> and shared my frustration that both replacement cards were still not working. They shared that they can send me a refund check as I have had no success in using the cards at multiple retailers. They shared that I needed to submit pictures of the front and back of the cards, receipts for purchases of the cards, and note requesting refund with my mailing address to XXXX They opened two cases, one case per card. Case numbers was XXXX & XXXX. I submitted the requested information to them in two separate emails with the respective case numbers in the subject line on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX I received an automated response that they received my messages and would be back in touch soon. 

I hadn't heard back from them so I called numerous times and they shared that they show that they don't have the documents and need me to resubmit it. I forwarded the previously sent emails on XXXX XXXX XXXX XXXX and they shared on the phone that someone should get back to me in 24 to 48 hours. I waited and never heard back from them and called again. They shared that since both cards are for me, they closed one case and put both cards under case number XXXX. They shared that I need to resubmit the documents with all documents in one email with the case number XXXX in the subject and I would hear back in 24 to 48 hours. I resubmitted the information in one email as they asked on XX/XX/year> at XXXXXXXX XXXX I waited and as usual with this company, I never heard back other than the automated messages that they received my email and would be back in touch. 

I called them again on XX/XX/year> and shared my frustration that they kept making promises that they have escalated the case and would contact me and I never got a response. The guy apologized and wrote all the details of my case down in the file and shared someone would be in touch with me in 48 to 72 hours. I'm writing this complain on XX/XX/year> and still have not heard back from them on the status of my refund. I'm asking for a refund for the total cost of both cards of {$1000.00}. This company is a disgrace with making broken promises and taking people 's money and not returning it or allowing you to spend it on the card. Please investigate and pursue getting this corrected for me and all other consumers that this is likely happening to. I'm including copies of the images that I have shared in email with them that shows the receipt for the respective card, the original card, and the replacement card that they sent me.

Company response to consumer: Closed with explanation