Consumer complaint received 2024-11-14 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: CA

Complaint narrative:
I have multiple prepaid visa cards from this bank that have been frozen for over XXXX months now and are being rejected at any and all venders. The cards clearly say on the package that are accepted anywhere XXXX  is accepted, yet the bank has blocked and frozen all these cards. Further I have contacted them at least XXXX times via phone, email etc. I have provided all requested documentation and they have confirmed they have received the documents and that I am the owner of these cards based on receipts from purchase and photos of the cards. 

Yet the cards won't work in person at XXXX, online XXXX, paying bills for {$1.00}, anything. 

This shady bank has refused to refund or replace the cards that aren't working and then told me the cards I have are active and ready to use. Yet even after being told this, I'll try to buy something for a {$1.00} and the transaction is declined and then I call in and they say " yes the card was blocked and ok we released the hold '' and then I'll even try to make a {$1.00} purchase online with the operator on the phone and it will be declined right there with the operator on the phone telling me it will be fine. 

I told them if they're refusing to refund the cards they have locked up for no reason and refuse to unlock then they need to replace my cards with ones that work. They have refused to replace them and just keep telling me to keep banging my head against the wall with cards that their computer has arbitrarily blocked permanently. 

My case # 's and outstanding balances on cards with this bank are : XXXX ) XXXX {$200.00} XXXX ) XXXX {$290.00} XXXX ) XXXX {$300.00} XXXX ) XXXX {$100.00} XXXX ) XXXX other card # XXXX {$1.00} ( The operator hung up on me when I asked for the card to be unlocked or replaced and blocked my phone number so I didn't get a case ) ( yes this last card literally has a {$1.00} balance and they blocked it and are trying to make me jump through hours of work for both of us just to get the card replaced. This just goes to show how messed up this bank is. They just hope their customers give up so they can keep the funds. 

Total amount is {$900.00} for these XXXX cards. And the fees I paid for the cards were {$5.00} each or {$29.00}, total I'm out is {$930.00} and that's ignoring my loss of interest for XXXX months while they held my funds. 

CFPB, you should be made aware that this bank will try to say that mine was an isolated incident where there was some sort of big fraud risk when I went to use these cards, but again these are normal XXXX, XXXX, utility payments for as little as {$1.00} that will not work. 

CFPB should be made aware that this bank currently has a XXXX rating on XXXX  with over XXXX XXXX  complaints in the last year and also this bank has XXXX Class Action lawsuits against it right now, including XXXX from the XXXX XXXX XXXX XXXX XXXX XXXX so mine is hardly a one off weird incident/experience. 

The scam this bank is running appears to be to lock up and hold customer funds in order to XXXX ) pay for its cost of business and earn interest at the expense of the customer. XXXX ) hope the customer gives up and just abandons the funds letting the bank keep them. 

If there is any further documentation needed for any of these XXXX locked cards, I can provide it ( again ) if necessary. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation