Consumer complaint received 2025-03-14 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: WA

Complaint narrative:
In late XX/XX/XXXX, I retrieved a XXXX  prepaid visa card ( administered by InComm XXXX XXXX XXXX ) from my locked cabinet and went to the XXXX website to check the balance. The website required me to input the card number, expiration, and 3-digit pin. I confirmed that there was {$500.00} on the card, paid for and activated in XX/XX/XXXX, which is when I received it as a birthday gift. About a week later, I tried using the card at the grocery store and it wouldn't work. I immediately went back to the website to again check the balance and got an error message. Thinking perhaps their website was not working, I kept trying but continued to get an error message. I called the number on the back of the card and the representative informed me that the {$500.00} was drained from the card on XX/XX/XXXX in one transaction. I told her this was fraudulent and that I wanted to open a complaint ( case number XXXX ). In the subsequent months since then, I have had numerous very frustrating correspondences with InComm. They kept asking for my original purchase receipt, which of course I didn't have because it was a gift. I have argued with them via email and phone that the original purchase receipt is not necessary because I know and they know that the card was properly paid for and activated - I saw it when I first checked the balance in XX/XX/XXXX, and the first XXXX representative I spoke to told me that it had {$500.00} on it and that a transaction on XX/XX/XXXX brought the card down to XXXX. So asking for the receipt is simply an excuse to deny the claim. I have asked over and over to see the transaction history for the card and InComm refuses to send it to me. The card was never out of my possession, nor did I spend the {$500.00}, and I feel that when I input all the card info on the website, someone who had access to this information on their website stole the money off the card. The fact that they refuse to send me the transaction history supports my thought that someone within their company fraudulently drained the card. InComm emailed me XX/XX/XXXX saying that they are closing the case. I called to ask them to leave the case open or to open a new case, and the representative refused. I asked her again to send me the transaction history for the card and she refused this also. There is absolutely no reason why I should not be allowed to see the transaction history - I believe it will show that the card did indeed have {$500.00}, so denying my claim because I could not produce an original purchase receipt is not a valid reason. It will also show what happened to the {$500.00} - this is what they should be investigating! If they would actually investigate what happened to the money, they may uncover the fraud and perhaps refund my {$500.00}. The whole claim process was with this company was ridiculous and deceptive. I was lead to believe they would actually investigate the fraud, but in reality they had no intention of doing so and simply used the fact that I couldn't produce a receipt as an excuse to sit on the claim and eventually close it.

Company response to consumer: Closed with explanation