Consumer complaint received 2024-06-14 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: Incomm Holdings Inc.
State: NY

Complaint narrative:
There were fraudulent purchases made on my gift card so I reported this on vanillagifXXXX. I made this report on XXXX XXXX XXXX XXXXXX/XX/year>. I received a confirmation email the same day and was told that an investigation would take place. They told me that it would take XXXX days to be resolved. I received an email on XX/XX/year> stating that the investigation was resolved and my refund request was approved. The email also stated that a replacement card was requested. I made a phone call to ( XXXX ) XXXX on XX/XX/year>, and was told that my replacement card would arrive in XXXX business days. The card never arrived. I made another call to the same number on XX/XX/year>. They apologized and told me that Id have to wait another few business days for the card to arrive. The card did not arrive. I called them again on XX/XX/year> and they apologized again and told me to wait XXXX more business days. They told me that they made XXXX requests for a replacement card to be sent so now I would have to wait XXXX more days for them to send a new one. I called XXXX times on XX/XX/year> and was on the phone for half an hour waiting for them to figure out why my card still hasnt arrived. They told me that the reason my card still hasnt arrived is because they had the wrong address. They asked for my address again and made sure that it was correct. They then told me again that it would take XXXX business days. I made another call on XX/XX/year> and was told to wait XXXX business days. I looked on the web to see if other people were going through this same problem. They suggested to email XXXX with my case number and to tell them that I still havent received my replacement card. I did so and sent an email to them on XX/XX/year>. I never heard back. I called ( XXXX ) XXXX on XX/XX/year> and was told that their was nothing that they could do on their end so I should wait XXXX more business days to see if it arrived. I called again on XX/XX/XXXX and was told that their was nothing that they could do and to wait a few more days for it to arrive. I asked if I could get a refund or to receive the gift card through email. They said that they did not have the power to do this. I sent the same email again to XXXX on XX/XX/year>. Still no reply. I looked on the web and found out that Vanilla Gift had another phone number. I called ( XXXX ) XXXX on XX/XX/year> and was told to email a pic of a document with my address on it to XXXX. I sent the pic of a document with my address and all important information crossed out. I receive a reply later that day and was told that my card would be delivered in XXXX business days. The card was never delivered. I replied to that email on XX/XX/year> saying that I still havent received my card. There was no reply. I called ( XXXX ) XXXX on XX/XX/year> and was told that they just received my email containing a document with my address on XX/XX/year> and that I had to wait XXXX business. They said this even though, I sent an email to XXXX on XX/XX/year>. They replied later that day saying that I would receive my card in XXXX days. Now they are saying that they got the email on XX/XX/year>. I called on XX/XX/year> and was told the same thing that they have been saying for XXXX months. Everytime I call, they just keep pushing the delivery date. This is just unacceptable.

Company response to consumer: Closed with explanation