Prepaid card -- Problem getting a card or closing an account -- Complaint #18504358
Complaint Overview
Complaint ID: 18504358
Company: Incomm Holdings INC.
Product: Prepaid card
Sub-Product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-Issue: Trouble getting a working replacement card
State: Florida
ZIP Code: 32607
Date Received: 2025-11-13T12:00:00-05:00
Date Sent to Company: 2026-01-06T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Product : Prepaid card Company : InComm XXXX XXXX ( issuer of Vanilla VisaXXXX gift cards ) What Happened : I purchased a {$500.00} Vanilla Visa/XX/XX/XXXX gift card . The card was blocked immediately after purchase, and Vanilla claimed they would send a replacement card. Despite submitting multiple XX/XX/XXXX( Verification of Address ) and contacting customer support many times over more thanXX/XX/XXXX days, no replacement card has ever been delivered and I have been given no access to my funds. Timeline : XX/XX/year> Called Vanilla; told replacement card would arrive ; instructed to wait until XXXX. XX/XX/year> Submitted XXXX ; told card would be sent to address ending in XXXX. XX/XX/year> Submitted additional XXXX; told replacement was coming. InComm acknowledged receipt of XXXX documents XX/XX/year> Submitted a XX/XX/XXXXXXXX ; no card received. Same information each time, takes XX/XX/XXXX days to verify!!! XX/XX/year> XXXX cXX/XX/XXXXe XXXX added ; still no card.Refused a refund. Said I must have a replacement Card to get a refund. XX/XX/year> XXXX cXX/XX/XXXXe XXXX XXXX ; still no card. Refused a refund. Said I must have a replacement Card to get a refund. XX/XX/year> XXXX cXX/XX/XXXXe XXXX and then XXXX XXXX ; still no card. Refused a refund. Said I must have a replacement Card to get a refund. More than XX/XX/XXXX days have passed with no replacement card and no refund. Vanilla is unlawfully holding my prepaid funds. This violates : CFPB Prepaid Rule ( XXXX XXXX XXXX XXXX XXXX ) Regulation XXXX ( failure to allow consumer access to prepaid funds ) Requirements for timely replacement or refund I am requesting the CFPB require InComm to immediately refund the {$500.00} or deliver the replacement card. Requested Resolution : Full refund of {$500.00} by check or electronic deposit, or immediate issuance of a replacement card by trackable delivery.
Frequently Asked Questions
What is Complaint #18504358 about?
Complaint #18504358 was filed against Incomm Holdings INC. regarding Prepaid card specifically about Problem getting a card or closing an account. It was received by the CFPB on 2025-11-13T12:00:00-05:00.
How did Incomm Holdings INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was not 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.