Prepaid card -- Trouble using the card -- Complaint #7823267
Complaint Overview
Complaint ID: 7823267
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: Florida
ZIP Code: 33027
Date Received: 2023-11-07T12:00:00-05:00
Date Sent to Company: 2023-11-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for an amount of {$160.00}. I tried using the card a few days later ( last week ) and it would not work ( received an error stating that the information was incorrect ). I checked in the back of the card and accessed the website to see the card balance - the site said there was an issue with my card, to check again later. The following day I tried to check the website again and got the same message. At that point, I decided to call the phone number in the back of the card. The customer service representative said that the balance was {$0.00}. I questioned how could this be if I hadn't used the card and he answered " how would he know? '' He then proceeded to tell me that if I wanted to submit a claim he needed my date of birth, social security number, full name, mailing address, email address, and copy of the front and back of my driver 's license. I immediately hung up as this felt like a scam. Today, I went back to this issue. Looked at the website - same error, called the number on the back of the card - same story. This time was a different representative but he said the same thing- he needed all this personal information to file the claim. I proceeded to ask why so much personal information was needed to file a claim and asked him to provide me with the written documentation stating the claim processing guidelines from their company. He said they did not have that in writing. I then asked to speak to a supervisor and he said that there were 15 people ahead of me and a 4-hour wait time. I have tried calling the phone number for XXXX, but the automated line says that " they do not have information regarding this card '' and indicating I need to call the number in the back of the card.
Frequently Asked Questions
What is Complaint #7823267 about?
Complaint #7823267 was filed against Incomm Holdings INC. regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2023-11-07T12:00:00-05:00.
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.