Consumer complaint received 2024-10-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Incomm Holdings Inc.
State: CA

Complaint narrative:
XX/XX/XXXX RE : Original Vanilla Gift Card # XXXX XXXX XXXX XXXX Serial # XXXX {$300.00} balance Replacement Vanilla Gift Card # XXXX XXXX XXXX XXXX no Serial number XXXX balance Consumer : XXXX XXXX XXXX XXXX XXXX To Whom This May Concern : I am at my wits end and completely stressed out trying to get a replacement card for my {$500.00} Vanilla Gift Card ( VGC ) that stopped working almost three months ago. 
On or around XXXX, I purchased the {$500.00} Vanilla Gift card # XXXX XXXX XXXX XXXX Serial # XXXX at XXXX XXXX XXXX XXXX, CA. See attached copy of the card. 

I can not remember the exact date the card stopped working or exactly where because it has been a while, and we use gift cards often. We typically use at XXXX XXXX XXXXXXXX, XXXX, sometimes for medical expenses such as XXXX XXXX, XXXX XXXX, XXXX XXXX in XXXX, Ca. 

When there was a balance of {$300.00} the card stopped working. On or around XX/XX/XXXX, I called to report that the card was not working. I stated it could be because the back of the card looked like the bar code was peeling off. The representative told me I would receive a replacement card in XXXX days. 

When I finally received a replacement card there was a XXXX balance. What is that all about? 

I have called numerous times and emailed twice as suggested by various representatives. I sent everything requested and still nothing has been resolved. I can not get an answer as to why I can not get my money back. I have been told the XXXXXXXX XXXX XXXXXXXX said the case is closed and there is nothing more that can be done. I paid for a {$500.00} gift card ; it stopped working with a {$300.00} balance that is mine. How is that even possible or fair? How can they steal my money??? 

Since this all started, I have made numerous calls and sent emails. I have spent hours working on this and I can not get anyone to help me. 

Here is the approximate timeline of events : XXXX, XXXX purchased {$500.00} Vanilla Gift Card # XXXX XXXX XXXX XXXX Serial # XXXX XX/XX/XXXX : called and started case # XXXX serial # XXXX. I was told I should receive a replacement card 2-5 days for {$300.00} XX/XX/XXXX : no card. Called. Told on the way wait a few more days. 
XX/XX/XXXX : no replacement card. Called. Told to email a letter of explanation and copy of the XXXX and emailed to XXXX never received a reply. see attached. 
XX/XX/XXXX XX/XX/XXXX : Several calls, told wait a few more days. 
XX/XX/XXXX : received a replacement card with a XXXX balance. # XXXX XXXX XXXX XXXX and there was no serial # on the back - see attached. 
XX/XX/XXXX : called spoke with XXXX. Checked with THE BACK OFFICE told case closed, but to email again and to another address. giftdisputes @ incomm. 
XX/XX/XXXX : emailed giftdisputes @ incomm. Never received a reply see attached. 
XX/XX/XXXX : called spoke with XXXX. Told case was closed and no reason. 
XX/XX/XXXX : called spoke with Supervisor XXXX. Told the case was closed with no reason they just decided to not refund me. 

I honestly can not fathom how and why they think they can just say the case is closed and keep my money. 

I will never buy a Vanilla Gift Card again. 

Please, please help me get the {$300.00} that is mine. 

ALL I WANT IS MY {$300.00} BACK! 

Sincerely, XXXX

Company response to consumer: Closed with explanation