Prepaid card -- Trouble using the card -- Complaint #18143610
Complaint Overview
Complaint ID: 18143610
Company: Incomm Holdings INC.
Product: Prepaid card
Sub-Product: General-purpose prepaid card
Issue: Trouble using the card
Sub-Issue: Trouble using the card to spend money in a store or online
State: New York
ZIP Code: 125XX
Date Received: 2025-12-04T12:00:00-05:00
Date Sent to Company: 2025-12-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I purchased another {$500.00} Vanilla XXXX gift card at the XXXX XXXX XXXX XXXX. When I attempted to use the card to buy groceries, the card immediately declined. I contacted InComm on XX/XX/XXXX, and they opened Case # XXXX. As with my previous cases, I was asked to submit : Photos of both sides of the card The purchase receipt My drivers license A utility bill I submitted the requested documentation. Despite this, on XX/XX/XXXX, InComm issued the same denial message they have sent in my past complaints, stating that my mailing address is no longer a valid address they will send a replacement to. This claim is false I have lived at the same address since XX/XX/XXXX, and the CFPB has already intervened in a prior complaint this year, resulting in InComm refunding the full value of another Vanilla XXXX after making the same false claim about my address. On XX/XX/XXXX, I again sent InComm all requested documents in full. Despite complying completely, they continue to deny my replacement request using the same form-letter response. This is now the third Vanilla XXXX where InComm has refused to honor the funds by falsely claiming my valid home address is not acceptable. In at least one prior case, the CFPB resolved this in my favor and InComm refunded me the full amount, proving that their address claim is invalid. I request that InComm be required to : Issue a valid, usable replacement card for the full {$500.00}, or Refund the full {$500.00} immediately. Additionally, because this is now a repeat pattern affecting multiple cards, I request that the CFPB investigate InComms handling of Vanilla XXXX replacement requests for possible unfair or deceptive business practices.
Frequently Asked Questions
What is Complaint #18143610 about?
Complaint #18143610 was filed against Incomm Holdings INC. regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2025-12-04T12:00:00-05:00.
How did Incomm Holdings INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Prepaid card) and describe your issue in detail.
Can I see other complaints against Incomm Holdings INC.?
Yes, visit the Incomm Holdings INC. company profile at readthecomplaint.com/company/incomm-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.