Consumer complaint received 2025-02-02 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble getting information about the card
Company: Incomm Holdings Inc.
State: NH

Complaint narrative:
I received a {$100.00} Vanilla Visa Gift Card as a gift for XXXX in either XXXX or XXXX ( I can't remember which year ). I've had the card in a drawer since I received it. On Monday, XX/XX/XXXX, I took the card out so that I could use it for purchases. The card was in its original packaging. There were no noticeable defects or tears in the packaging. So, I opened the packaging and took the card out. Upon opening the packing and looking at the card, the last two digits of the card number are very clearly scratched off so that they are illegible and unreadable. Since I can't read the last two digits of the card, I can't use the card to make purchases online, I can't check the balance of the card. It was strange that the last two digits were scratched off because the packaging appeared unopened and undisturbed. 
The Vanilla Gift Card website has a link for " Report a Problem. '' I chose the option for " Card Damaged Prior to Opening of Package. '' I was given a case number, and I was directed to send an email to " XXXX '' with my name and the Case number in the subject line, as well as photos. On Monday, XX/XX/XXXX, I sent an email to that email address, and included my name and case number in the subject line. My case number is XXXX. I explained the issue of the last two digits of the card being scratched out. I attached six photos to the email, including photos of the front and back of the card, photos of the packaging ( which I had just opened ), and photos of the terms and conditions of the card.

I received an email back that same day from InComm, requesting that I send photos of the front and back of the card, photos of the packaging, and the purchase receipt for the card. I wrote back on the same day, advising that I had sent photos of the card and packaging in my prior message and asking if they wanted me to provide them again. I let them know that this was a gift to me, so I did not have the purchase receipt. I did not hear back from them, so I sent another email on XX/XX/XXXX, asking for an update. I finally heard back on XX/XX/XXXX, asking for a clear copy of the purchase receipt or an " electronic journal '' from the merchant. I replied back on that same day indicating again that I was unable to obtain a copy of the receipt since this was a gift. I asked how we could proceed forward. I offered to physically bring the card somewhere to prove whatever needs to be proved. I asked them how we can proceed from there, as I don't have access to this {$100.00}, and I am looking for their help. They have not responded to my message. 
This card appears to have been altered by someone. I don't know if any transactions have been done on the card to drain the balance. Either way, I am not able to access the funds on the card and would like to receive a replacement. InComm is not being helpful in assisting with this issue, even though I've provided them with as much information as I have. Meanwhile, they have this money that I don't have access to, or someone has fraudulently used the card after it was purchased/activated before I opened it. I am hoping that InComm will be cooperative.

Company response to consumer: Closed with explanation