Consumer complaint received 2025-01-01 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 can provide gift card numbers for all issues discussed. 



Please note the following situations : XX/XX/year> My family received XXXX gift cards from XXXX, XXXX  {$750.00} total. There were numerous payment declines at XXXX and XXXX. We called customer service ( XXXX ) at XXXX, they said it was the merchant 's fault ( XXXX and XXXX XXXX XXXX  ) and to try to use the card in person. This was repeated in the recorded voiceover I heard about XXXX times waiting to speak to customer service on a few different occasions. Customer service blamed the merchant and blamed security measures. I went to XXXX XXXX, a supermarket ( in person ) it declines twice ( once because the purchase amount was over the card value ). We checked online at the website previously mentioned, said card on hold. I called, waiting XXXX minutes. Customer service said the card is compromised and would send me a new XXXX in XXXX business days. I gave my address and phone number and am awaiting the card that is supposedly shipped expedited ( as if I'm supposed to feel special ). Let me say this I have used XXXX cards, vanilla visa, and other cards if the amount is over the amount on the card, we speak to the cashier, they resubmit for another amount, the card works. In this case, XXXX said the card decline because the charge was the amount on the card. What type of dubious programming is this? The consumer is simply trying to use the card. This is a ridiculous security measure that makes your company appear that it is operating only for itself, not the customer. XXXX assumes the risk, the consumer has recourse if necessary. This type of proactive security measure is useless and not consumer friendly. XXXX is only thinking about itself, and this leads me to believe that the company cares about how to hold money longer when consumers need it. 



In a separate incident, we had a {$500.00} card, same company. XXXX charges pending on at online retailer, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX " security measures. '' I am supposed to get those charges back in XXXX business days. There was about {$190.00} left on the card, I went to an in person retailer, XXXX XXXX market ( the on hold message from XXXX, again, which I listened to for XXXX hours over the last XXXX days, said to try a different retailer ). I bought a bottle of soy sauce for {$1.00} and the charge went through. XXXX! XXXX minutes later I tried to buy {$110.00} worth of groceries. The card declined. When we checked the card, it was put on hold for security reasons, was compromised like the previous card, and now I am to receive a new card in XXXX business days. No one believes the card will work when we receive it. Whats the use in this exercise? 

What is most frustrating is your customer service, who have apparently been trained to state that enhanced security measures are the reason why the card declined. In the incident above at XXXX XXXX, the card declined and became compromised XXXX minutes from when it initially worked in the same store on the same evening ; furthermore, everyone knows that credit card companies take on the risk in these transactions, and if somehow the card is actually compromised then XXXX is then obliged to make the customer whole. In this scenario, XXXX security measures have failed absolutely and completely, are clearly programmed incorrectly, causing consumer harm. 

My issue? XXXX has the funds prepaid, it's my money. I didn't need the money like someone else would. But, it was my money. It was not XXXX 's money. It was mine. I This appears to be an illegal practice. XXXX said it would send me a replacement card in XXXX days, I provided my address and phone number. But what is actually going on? They had to ask for my details, I have no relationship with these people. There is no tracking. The only way to find out if I will receive the card is to call customer service and wait. When I receive the card, there is no expectation that it will work. If XXXX is so big and has all these resources, what is the actual issue with giving me an instant refund? It is not their money, I have no idea if they will send me a card. This is customer abuse at the highest level. Customer service had no recourse, no way to help me, no answer other than saying normal practice is to send a card in XXXX business days. XXXX has overnight service. XXXX said no. I have no tracking number for the card. Its no longer visible online. Master card says to call back to check status. What if I actually needed the groceries for which the card declined or was compromised? What then? What if a customer really needed groceries in order to eat, and your customer service told them to wait XXXX business days? 



XXXX is clearly committing an illegal business practice. The customer service keeps claiming that they are providing security measures, but we know the reality is that credit card companies accept the risk and are paid incredible amounts of money for that risk. As stated previously, customer service repeatedly says it is trying to protect the customer. There is far less risk to send cash in the mail. The card does not work, XXXX is not protecting me, they are protecting themselves and the consumer is the one who is being harmed by their practices. I am disgusted by what I have experienced. Customer Service is inept and claims they are providing a service ( clearly brainwashed ). 

Right now XXXX is holding {$600.00} that my family could use. XXXX, for a moment, if I didnt have a job and needed the money? There was also a {$250.00} card given to a family member who will soon leave the country. The giver of the card found a way to transfer those funds to an XXXX account and sent me a XXXX so that person could use the funds. We gave up on your product entirely because the purchaser of the card made an accommodation. They will never use your services again, not ever. That said, they had the XXXX  of doing so. Most people will be on your schedule ; if they cant afford food, they will wait XXXX days for your card. Meanwhile, my wife and I wait for {$600.00} in cards to be issued to us, due to XXXX arcane security measures. When the card arrives, I assume the same issue will happen. 



Finally, XXXX customer service representative said they could issue a check for the funds this would take XXXX weeks. I have no trust I will ever receive anything from you. But, I ask you again, take a moment, consider, if I really needed the {$600.00}, Id be dead before XXXX weeks past.

Company response to consumer: Closed with explanation