Consumer complaint received 2024-07-29 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: AZ

Complaint narrative:
Hello, early in XXXX  I purchased four Vanilla gift cards each with a value of $XXXX for a total of $XXXX.  I used one card for a purchase of $XXXX  and then it was made inactive.  The other three cards were inactive and could not be used at all.  

I called the 1-888 number and I was informed that the cards were inactivated and a set of replacement cards would be sent to me.  These cards arrived however, all were all inactive on receipt.

I called the 1-888 number and was given the same instructions.  Another set of four replacement cards was sent to me.  These cards were also inactive on receipt and could not be used.

Following discovery of the second set of replacement cards being yet again inactive, and therefore being unable to access my funds, I again called the 1-888 number and was instructed to send the original purchase receipts for the first set of cards to XXXX as well as photo ID and pictures of front and back of all cards.

I did so.

Here is the email I sent to this address on XXXX   There has been no response to this email, therefore, I have no access to my currently frozen funds amounting to a total of $XXXX XXXX  
Hello, I called to activate four replacement Vanilla cards sent to me in the last seven days.  I was informed that I should provide photos of front and back of cards and a Government ID.  I have attached the files.  There are four cards with value of $XXXX  each (XXXX) and $XXXX  (XXXX).  The total value is $XXXX.

These cards are:

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
Earlier this month I bought four Vanilla cards with $XXXX  loads from XXXX  and XXXXXXXX  that were made inactive before I was able to use the funds at all in three cases (residual value $XXXX  each) and after a small purchase in the other case, of $XXXX, with a residual frozen balance of $XXXX  as above.  

When I called the 1-833 number to find out why I could not use them, I was informed that the cards needed to be replaced.  A set of four replacement cards was sent to me.  When I called the number on the front sticker to activate these replacement cards I was informed that these replacement cards were also inactivated and that a second set of replacement cards would be sent.  I was unable to access these funds because the first replacement cards remained inactive.

The second set of four replacement cards arrived this week.  However, when I called to activate these cards, I was informed that they were also inactive and that I needed to send information including photo ID and receipts for purchase for the original cards.

I have attached images of the original cards that were inactivated before use, and the second set of replacement cards that are also inactive.

Original cards (inactive before use in three cases, residual $XXXX  each, and with residual of $XXXX  in one case)

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
Also the numbers for the first set of replacement cards that were inactive on receipt are: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Please activate these second set of four replacement cards listed in the header (the cards ending in XXXX XXXX XXXX XXXX listed above), so I have access to my funds totaling $XXXX.

Thank you 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation