Incomm Holdings, Inc. Prepaid Card Complaint

Incomm Holdings, Inc. Prepaid card department,

Gift or merchant card Advertising, marketing or disclosures Arizona

I purchased a $500.00 - - gift card on -/-/16 from -. The card was subsequently lost and I could not find the receipt with the - digit identifying number and so I simply accepted it as a loss and moved on. Recently I found the gift card stub with this identifying number and quickly called Incomm to see if this was in fact the receipt I needed. The representative was easily able to find the card with the $500.00 still on it and I was given a reference number and an e-mail address. I was told to send a photo of my ID, proof of address, and the gift receipt and the card would be replaced and mailed to me. I waited for a few weeks and when it never turned up I called them back. The representative then told me that the receipt was not enough and I needed to collect an electronic journal from -, I had already done this once in the past but had thrown it


I attempted multiple times to get this electronic journal, both through the local store that I purchased the card at and the corporate office. I was told the receipt would be mailed to me after i supplied the necessary information over the phone, which I did, which included the exact date and time of the purchase and the amount of the purchase. Once again I never received this in the mail either, I called - and was told that electronic journals were only kept for 90 days and there was nothing they could do as I purchased the card months ago. Incomm showed surprise at the fact there was no journal and stated they must be kept 365 days by -, I tried to get it again multiple times but each representative at - confirmed it was not kept that long. I escalated to a manager at Incomm hoping to resolve the issue in some other way, either through a bank statement or some other method of proof of purchase. Bear in mind from the start I was told I had already submitted sufficient information and then it turned into this fiasco. I am hoping the CFPB will be able to help me resolve this in some other manner, as I find it completely unacceptable they have already identified this unused card with $500.00 on it and are now telling me I have n't submitted the proper information.