Credit card or prepaid card -- Trouble using the card -- Complaint #5005251

Complaint Overview

Complaint ID: 5005251

Company: Incomm Holdings INC.

Product: Credit card or prepaid card

Sub-Product: Gift card

Issue: Trouble using the card

Sub-Issue: Trouble getting information about the card

State: North Carolina

ZIP Code: 27360

Date Received: 2021-12-13T12:00:00-05:00

Date Sent to Company: 2021-12-14T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: No

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

XXXX XXXX XXXX XXXX XXXX XXXX via the XXXX Network ( XXXX XXXX ) issued a {$400.00} retail card funded by the XXXX Temporary Risk Corridor Program in XX/XX/XXXX. I activated the card, but the mailer I have kept did not indicate an expiration date, nor did the XXXX site mentioned and listed on the card. The website showed the expiration date as XXXX/XXXX/XXXX, and I also called XXXX, and they confirmed this was correct. I have not yet been able to use the funds, and checked the website XX/XX/XXXX to find a new banner since the last time I checked the website saying all cards had expired XX/XX/XXXX, and the funds were zeroed out, status : Closed - Member is no longer eligible. I called again to be told the program was " retired '' and I would have to call after XX/XX/XXXX to receive a refund check via mail. The agent said mailers were sent out to explain the program was retired, but did not say when, and I am certain one was not sent, as I have USPS digital tracking on all mail. A separate FAQ was created on a separate XXXX page that now mentions the expiration date, but this was not mentioned by any document or communication prior. I feel XXXX did not mention the expiration date in the mailer, misinformed of the expiration date when called, and the expiration date show as XXXX/XXXX/XXXX on the XXXX site to mislead customers, and now many of us have lost these funds because of it. I feel XXXX issued the funds on the cards with this intention, and with the intention to retain the funds. On XX/XX/XXXX, the XXXX complaint respondent, XXXX XXXX, provided no additional information, could not answer any questions regarding the matter, and offered no further resolution, other than continued follow-up at an undetermined date. She had decided her responsibilities were only to confirm mailers had been sent out in XX/XX/XXXX, after XXXX had changed the terms from no expiration date to expiration on XX/XX/XXXX, and to confirm that refunds would be issued after XX/XX/XXXX through an unknown process that may or may not require further contact. I feel she had no concern or interest that XXXX had violated the federal XXXX Act, requiring a minimum of 5 years before expiration of retail cards. She indicated she had forwarded my concerns to their compliance division, but provided no other details or contact information. Again, I feel XXXX intended to retain a portion of these funds through a process of misinformation, change of terms, and failure to communicate recourse to its customers. A total of {$200.00} XXXX was provided by the XXXX Temporary Risk Corridor Program for these retail cards, and now an unknown number of customers and unknown total amount has not been provided because XXXX has " retired '' the program.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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