Consumer complaint received 2024-10-02 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: NC

Complaint narrative:
At XXXX on XXXX XXXX I purchased 5 x {$200.00} VISA gift cards ( total {$1000.00} ) at a XXXX store located in XXXX XXXX NC XXXX When I got home and opened the packaging, I found that one of the cards was defective -- it was missing the last 4 digits of the card as well as the Security CoXXXX on the back. At approximately XXXX I returned to the same XXXX to exchange the card. Although XXXX could confirm the purchase, that none of the balance had been used and confirmed the defective problem, the XXXX Manager advised that they could not refund or replace the card and I would have to take up the problem with the card 's Customer Service. I called the phone number on the card ( XXXX ) and was told that the company would file a problem report and that it could be resolved within 30 days. I was not happy, and reiterated the facts that I paid {$200.00} cash for the card ( {$200.00} plus {$6.00} purchased fee ) and had received a defective product. I insisted that it is the company 's problem to resolve, not mine, and that I should not have to wait 30 days to receive resolution. I asked that the company simply cancel the original card -- which they knew had not been used -- and immediately issue me a replacement and thereafter the company could spend however it long it wanted to research the source of the problem. I should not have to wait for my money while the company figures out why the problem occurred. I spoke with CSRs XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX both of whom refused to provide their last names and were of no help, simply repeating " this is our process '' over and over. I asked to be transferred to a Senior Manager. " XXXX  '' was clearly reluctant, but ultimately said he would and placed me on hold while he " transferred '' me to a Manager. In reality I believe he just hung up the phone and that was the end of the call. I asked for a phone number where I could reach a company representative in the United States ( I was having a difficult time understand them ), but XXXX claimed that they do not have representation in the United States. I can not imagine that to be the case, but that is what he claimed and he did not provide any alternate contact information. The back of the card has only the XXXX number and the customer service website of XXXX, however contacting them via the website requires that one first enter the 16-digit card number, which I can not do because the very problem is the absence of the last 4 digits. I do not believe it fair that the company can keep my money for 30 days pending outcome of their " investigation ''. They know the card was not used, and therefore should simply immediately replace it. I greatly appreciate any assistance from CFPB to resolve this issue as quickly as possible. {$200.00} is a lot of money. I may be reached at XXXX, or email address XXXX. Thank you for your attention. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation