Consumer complaint received 2025-09-26 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Incomm Holdings Inc.
State: OR

Complaint narrative:
XXXX I purchased a XXXX securespend Mastercard at XXXX(XXXX XXXX) XXXX XXXX XXXX XXXX XXXX XXXX, about XXXX  minutes later I checked with the cashier to check to see if the amount was available to use and she ran my card and it was declined. I looked up online to see if the card was active and it stated that there was a waiting period of XXXX hour until the card could be XXXX XXXX XXXX I tried to purchase groceries and tried using my paypal account with the card which stated it wasnt allowed to be used through paypal because of your security/card agreement on the card that doesn't allow vendors that are considered a XXXX  party cash XXXX (Unauthorized purchases made)XXXX XXXX XXXX XXXX XXXX  I was going to use my card to order online groceries around XXXX and went to check my card to find that XXXX  purchases to XXXX  in XXXX XXXX XXXX were made at XXXX XXXX XXXX XXXX XXXX XXXX XXXX to XXXX XXXX XXXX. All transactions were showing as pending and showed on the securespend transactions online as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called XXXX XXXX  to report unauthorized charges were on my gift card that were not made by me, not in the state I lived in and unauthorized and fraudulent. The customer service agent stated there was nothing he can do because the charges are still pending. I asked for my card to be placed on a hold which he said the company can't do. He stated once the transaction is processed to call back to start the dispute charges. Prior to calling securespend I contacted XXXX  and XXXX  to report the transactions, but because they were pending there was nothing they could see at the time. I contacted them because per securedpenc directions for unauthorized transactions it says to contact the retailer/business XXXX  in the case of unauthorized transactions then securespend if there is nothing the business can XXXX XXXX XXXX XXXX XXXX Transactions were processed and the transactions were listed on the transaction screen on securespend.com as follows the Order numbers I was able to see once I selected these were unauthorized XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I contacted XXXX  Fraud Department XXXX  to report the transaction as fraud to which they stated they have submitted and will have a resolution in XXXX  days. They said they may be able to stop it because it is still in pending XXXX XXXX I contacted XXXX XXXX  where I filed a dispute on the transactions for XXXX  since they were now processed and I was able to move forward to the dispute process. They gave me my case number  and stated to email with any additional information to XXXX They stated if the XXXX  purchase is marked as processed to call back so I can file a dispute for that as well. They also stated XXXX  purchase may not go through because securespend put a hold on my card and because I called lululemon to report the purchase as XXXX XXXX  I contacted XXXX  Fraud Department to provide them the order numbers for the transactions made on my card. The fraud department verified that they had receipts for these purchases, an email XXXX  contact,and gift card numbers for the purchases. I asked what gift cards? The fraud agent at XXXX  confirmed the individual used my prepaid mastercard card to purchase XXXX XXXX XXXX  gift cards at XXXX. They stated the individual's account XXXX email were not the same as mine and obviously a fraudulent purchase and that the individual was in XXXX XXXX XXXX The XXXX  Agent stated they also had the receipt for the purchases made which shows XXXX XXXX XXXX gift cards were purchased, and that the receipt also has the gift card numbers. Because my name, email and information didn't match the individual purchasing these items they could not release the info to me in paper or email format legally. The Agent then stated that XXXX XXXX could legally request this information via phone like i was trying to do and it would be provided to you by their fraud department because the dispute was opened by the card company and that both would work alongside each other to get these purchases refunded back to me since it was very clear they were fraudulent and made by another XXXX XXXX  I contacted XXXX XXXX XXXX to let them know what XXXX  had told me and how upset I was that secrespend allowed XXXX XXXX  gift cards to be purchased when in your card holders agreement and your rules it clearly states the following on your website XXXX) Accessing funds & limitations your virtual card cannot be used to purchase other XXXX. Below I have provided exact wording directly from your website for the agreement your company has with the card XXXX Accessing Funds and Limitations You may use your Card/Virtual Account to obtain goods or services wherever XXXX  or XXXX  is honored. Each time you use your Card/Virtual Account, you authorize us to reduce the value available on your Card/Virtual Account by the amount of the transaction. Your Card/Virtual Account cannot be: (XXXX) redeemed for its cash value; (XXXX) used to obtain cash in any transaction; (XXXX) used for illegal transactions; (XXXX) used to make foreign transactions; (XXXX) used for purchases where recurring payments may occur, such as subscriptions, memberships, rentals, etc.; (XXXX) used for paying bills; (XXXX) used to purchase other gift cards/virtual accounts; or (XXXX) used to purchase money orders. For security reasons, we may limit the amount or number of transactions you can make on your Card/Virtual Account. We may refuse to process any transaction that we believe may violate the terms of this XXXX conclusion I am extremely upset and shocked the company violated their own agreement/rules and allowed XXXX  transactions to clear for gift cards when it clearly state it's not allowed. The company has it marked it could take till XXXX XXXX XXXX to resolve this issue which is not acceptable! They violated their own terms and conditions and also have taken XXXX plus fee for my card. I use this card for groceries and purchase it knowing no one can buy money type items. But they allowed this to happen and are making me wait to see if they can even help me"

Company response to consumer: Closed with explanation