Credit card or prepaid card -- Trouble using the card -- Complaint #6604659
Complaint Overview
Complaint ID: 6604659
Company: Incomm Holdings INC.
Product: Credit card or prepaid card
Sub-Product: Gift card
Issue: Trouble using the card
Sub-Issue: Trouble using the card to spend money in a store or online
State: Virginia
ZIP Code: 20110
Date Received: 2023-02-22T12:00:00-05:00
Date Sent to Company: 2023-02-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
Last fall, we received a Vanilla Gift Card and checked the balance, which was {$50.00}. On XX/XX/XXXX, we visited XXXX to pick-up a few items and attempted to use the Vanilla gift card, which was declined. Later that evening I called Vanilla Gift Card for assistance at XXXX and was informed by customer service that {$48.00} had been charged to XXXX. Confused, I conveyed the fraudulent transaction and was given case # XXXX, also received an email with attachment ( Dispute Packet ) ; stating an investigation would begin once the attachment was completed and returned. I promptly completed and returned the email with attachment and received the following response on XX/XX/XXXX " Please use this email as confirmation that your dispute packet has been received and forwarded to the Dispute Resolution team. Please allow time for the processing of your dispute. The entire cycle can take 45-90 days ; however, some cases are resolved before then. '' I followed up after 30 days, on XX/XX/XXXX and received the same response as above. I followed up again at the 60-day mark XX/XX/XXXX same response as above. I followed up again at the 90-day mark and still received the same response again as above. The 90-day mark XX/XX/XXXX I followed up again and received no response. I contacted them again on XX/XX/XXXX and still no response. I called and the automated response stated to allow 180 days, so I waited and until XX/XX/XXXX to follow up again and was informed I would receive an email response. Finally, I called XXXX after about an hour I spoke to a representative, who conveyed the case was still pending resolution. I am following up again since there has been no communication or conclusion to my case, which is now five months ( 150 days ) without a reply. Vanilla organizations courtesy and professionalism have been poor, and integrity seems to be lacking. I look forward to a more satisfactory response. XX/XX/XXXX, I submitted another email with the above information on it and still received no response :
Frequently Asked Questions
What is Complaint #6604659 about?
Complaint #6604659 was filed against Incomm Holdings INC. regarding Credit card or prepaid card specifically about Trouble using the card. It was received by the CFPB on 2023-02-22T12:00:00-05:00.
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 (Credit card or 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.