Consumer complaint received 2024-12-13 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: FL

Complaint narrative:
Florida XXXXXX/XX/year> To : XXXX, XXXX. 
XXXX XXXX XXXX XXXX XXXX. 
XXXXXXXX XXXX XXXX : New York State Department of Financial Services ( NYDFS ) Federal Trade Commission ( FTC ) Consumer Financial Protection Bureau ( CFPB ) Subject : Complaint Regarding Deceptive Practices and Abysmal Customer Service for Vanilla Gift Cards Dear Sir/Madam , I am writing to express my frustration and outrage over the abysmal customer service and unethical practices associated with Vanilla Gift Cards , which your institutions are responsible for issuing. The experience I have endured attempting to resolve a simple issue with a {$20.00} gift card has exposed a deeply flawed system that appears designed to frustrate and penalize consumers. 

My son received a {$20.00} Vanilla Gift Card as a birthday present. When we attempted to use it during the XXXX XXXX  weekend, the card was inexplicably declined. I contacted Vanilla Gift Card customer service, hoping for a straightforward resolution. Instead, I was met with dismissive and unhelpful responses. 

First Call : I was told to provide details about where I used the card on XX/XX/XXXX. While I initially couldnt recall the location, I later remembered it. 
Subsequent Calls : When I provided this information, the option to address the issue via this method had mysteriously been removed. I was told the only recourse was to provide my home address to receive a replacement carda solution I vehemently oppose, given the potential privacy and identity theft risks associated with such disclosures. 
The service provided by Vanilla Gift Cards was not only inadequate but also seemingly designed to discourage consumers from pursuing legitimate claims. By the third call, it felt as though customer service representatives were deliberately creating additional hurdles because I was advocating for myself. 

Systemic Issues Highlighted : Lack of Accessible Resolutions : The absence of alternative dispute resolution methods, such as an online portal or email-based support, forces consumers into untenable positions. 
Invasive Requirements : Requiring sensitive personal information, such as home addresses, for a {$20.00} resolution is an egregious overreach and poses unnecessary risks in todays climate of rampant identity theft. 
Erosion of Trust : The shifting requirements for resolving disputes indicate either gross incompetence or a deliberate strategy to frustrate consumers and avoid refunding valid claims. 
Based on my research, I am not alone in this experience. Numerous online complaints detail similar issues with fraudulent charges, declined transactions, and inaccessible customer support. This pattern suggests systemic negligence or worsean intentional disregard for consumer rights. 

Requested Actions : Investigate Dispute Resolution Practices : I urge you to review your policies and procedures to ensure they comply with applicable consumer protection laws. 
Implement Privacy-Respecting Options : Introduce alternative resolution methods that do not require consumers to disclose sensitive personal information. 
Enhance Transparency : Provide clear and consistent communication about the resolution process and honor stated options for addressing disputes. 
Compensate Affected Consumers : Offer timely and fair restitution to consumers who have faced unnecessary delays or privacy risks. 
Regulatory Involvement : I am copying this letter to the New York State Department of Financial Services, the Federal Trade Commission, and the Consumer Financial Protection Bureau. These agencies should be aware of the pervasive issues with Vanilla Gift Cards and the institutions responsible for issuing them. If necessary, I will explore further actions, including a class action lawsuit, to address these systemic failures. 

This situation has caused undue stress and wasted significant time, all for what should have been a simple resolution to a {$20.00} issue. I expect a prompt and satisfactory response to this complaint. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation