Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a $50 prepaid **** gift card for Christmas and it sat in a drawer in the package until this morning (March 21). I went to the address on the package (*****************) and activated the card so that I could make an online purchase. I was shocked to see that I was being charged a monthly fee all of this time and that the balance for a card that was not even activated had dwindled from $50 to $32. I called the number on the back of the card seeking *** **** ***** ******** ******* ** *** ***** * reversing those charges that I did not agree to ** **** * ***** *** **** ******** ***** * *** ********* The customer service person I spoke to refused to help. I asked them to just deactivate the card because I didn't want anymore of these charges which I never agreed to in the first place - as the gift recipient. ** ****** ****** **** *** ** ** * ***** * ** ******* **** **** **** ******** *** *********** ** **** ******* ** ** **** I am requesting the full value of the card - $50.00 Canadian - sent to me in full, by cheque. I am not interested in an explanation, credit, billing adjustment, another prepaid card or anything of the like. ** *** ********* ******* ** ****** ** **** ******** *** ************ *** ****** *** ** ************* **** *** ****** ** ** **** ******* ************ ** **** ** ******

  Business Response

  Date: 04/04/2024

  April 4, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint
  #********, **** *******
  
  Dear ********,
  
  On April 1, 2024, Blackhawk
  Networks (“Blackhawk”) received a complaint from **** ******* regarding Monthly
  Service Fees against a "The Perfect ****" gift card.
  
  Our records show that the gift
  card ending in **** was activated on August 4, 2022, with Monthly Service Fees
  being deducted monthly beginning September 4, 2023. The Monthly Service Fees
  are in accordance to the Terms and Conditions associated with this gift card;
  Mr. ******* may review the Cardholder Agreement which contains the Terms and
  Conditions via *****************************
  To keep further Monthly Service Fees from being applied to the account balance,
  we recommend Mr. ******* process a transaction against the gift card either
  online or at a physical merchant.
  
  We see that the account
  associated with the card still retains funds, although the card has been
  blocked. Should Mr. ******* wish to regain access to the funds associated with
  this card, we invite him to contact our Customer Service team directly so a representative
  may provide any insight that may be available. We sincerely apologize for any Mr.
  ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

  Customer Answer

  Date: 04/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This was a gift card. The person who buys the card is not the Cardholder and as the Cardholder, I was never made aware of these fees whatsoever, nor did I agree to them. The link to the Cardholder Agreement sent is completely irrelevant as I did not even visit the site on the back of the card's packaging (*****************) until I took the card out of its packaging months after it was received. ************ * ****** ************* ******** **** ******* *** ******* **** ** ****** ****** ** *** ***** ********** **** **** ***** ** ****** *** ** ******* *** ******** ******* **** ******** ** * ************** *** ******* *** ******* **** *** ** *********** ** ** *** ********* *** **** ** ******* ******* ** *** ******* ** ******* *** ****** In no way do I consider this matter resolved whatsoever. ************ ** ********* *** ****** ******* ********* ******* ******* *** *********** ********* ** ***** *******
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 11/04/2024

  April 11, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint
  #********, **** *******
  
  Dear ********,
  
  On April 11, 2024, Blackhawk
  Networks (“Blackhawk”) received a rejection to our response concerning a
  complaint from **** ******* regarding Monthly Service Fees against a "The
  Perfect ****" gift card.
  
  As referenced in previous correspondence,
  the Monthly Service Fees are in accordance to the Terms and Conditions
  associated with this gift card; Mr. ******* may review the Cardholder Agreement
  which contains the Terms and Conditions via
  ***************************************************************. The Cardholder
  Agreement, to which Mr. ******* advised within his rebuttal that he did view,
  also states “By purchasing, activating, signing and / or using the Perfect
  GiftTM **** Prepaid Card, you are agreeing to these terms and conditions and
  fees outlined below.” To keep further Monthly Service Fees from being
  applied to the account balance, we recommend Mr. ******* process a transaction
  against the gift card either online or at a physical merchant.
  
  We see that the account
  associated with the card still retains funds, although the card has been
  blocked per Mr. ******* request within Case ********** due to his request to “cancel
  the card”. Should Mr. ******* wish to regain access to the funds associated
  with this card, we invite him to contact our Customer Service team directly so
  a representative may provide any insight that may be available. We sincerely
  apologize for any Mr. ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

  Customer Answer

  Date: 19/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ** * *** ********** ********* ** ** ********* ********* ************** ** **** * **** ***** ****** ** ******* * ******** ********** ** * **** ********** ******* *** ******* * ******** ** **** ******** ******* ** ******* ** ***** ** ****** **** *** * **** ***** ******* *** ** ********** ** *** *** ***** *** ******** **** ****** ********* *** ********* ** ***********
  
  *** **** ****** ********** ** ******** ********** ** * **** ******* ** **** *** ************* ********* *** *** ********* *********** * ****** ****** ******** ** ** *** ************ *** ****** ** ** ********** ** **** ** ******
  
  Furthermore, the fact that I was both the recipient and ultimately, the Cardholder being charged the fees is indicated very clearly in my initial complaint. **** ******* ******** ********* **** ** ******* ********* *** ****** *** **** ** ***** ** ***** *********** ********** ** ********** ** *** * *********** *** *** ******* ** ******** ********
  

  To address your most recent email:

  "The Cardholder Agreement, to which Mr. ******* advised within his rebuttal that he did view, also states 'By purchasing, activating, signing and / or using the Perfect GiftTM **** Prepaid Card, you are agreeing to these terms and conditions and fees outlined below.'
  
  **** ********* ** * ******** ***************** ** *** ***** * **** ******* ********* I was the recipient of this card, therefore I never agreed to any terms because I did not even open the package the card was in or learn these terms until months afterwards, when the funds were already unknowingly charged to this card.
  
  "Should Mr. ******* wish to regain access to the funds associated with this card, we invite him to contact our Customer Service team directly"
  
  I contacted Blackhawk's Customer Service team initially about this issue and they were unable to return the funds, thus I escalated the issue and made a BBB complaint. Why would they able to suddenly resolve this issue now *** *** ** ********* ******* ****** ** ***** ** ******* **** ****** ** ** *** ** ***** ********* **** *** ******** ******* *** *** *********** * **** *************

  Regards,
  
  
  
  **** *******

  Business Response

  Date: 29/04/2024

  April 29, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint
  #********, **** *******
  
  Dear ********,
  
  On April 26, 2024, Blackhawk
  Networks (“Blackhawk”) received a second rejection to our response concerning a
  complaint from **** ******* regarding Monthly Service Fees against a "The
  Perfect ****" gift card.
  
  The Terms and Conditions for
  this gift card became binding once the card was activated, regardless of when
  the Terms and Conditions were read by Mr. *******. As a one-time courtesy, we
  have reversed half of the ten (10) dormancy fees back onto the card; the funds
  on the card will be available once Mr. ******* contacts our Customer Service
  team to request that the card be unblocked, as it was blocked due to Mr.
  ******* saying he "no longer needed the card" on March 21, 2024,
  within **********.
  
  We are determined to work with
  Mr. ******* to ensure that he is able to use the remaining funds on the card in
  accordance to the Terms and Conditions; therefore, we invite him to contact our
  Customer Service team directly by phone or by utilizing the website listed on
  the back of the card so we may provide any insight and assistance that is
  available. We apologize for any delay or inconvenience that Mr. ******* may
  have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It has taken three refusals for Blackhawk Canada to make any effort to provide a resolution. 
  
  Inviting me to "contact our Customer Service team directly by phone or by utilizing the website listed on the back of the card so we may provide any insight and assistance that is available" is ** ** *** ** ****** ** ******* *** ****** ** **** ** ******* what I did in the first place. 
  
  When I called, the Customer Service team clearly stated they were not able to resolve the issue on their own.
  
  Only reversing half of the ten (10) dollar fee rather than all charges does not ensure than I am able to use the full $50 advertised.
  
  When Blackhawk Canada reverses all charges, making the card's full balance $50, I would be more than happy to reach our to Blackhawk Canada's Customer Service team to attempt to unblock the card. 
  
  In the interim, I do not consider this matter resolved. 

  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:19/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 12th 1:26pm eastern standard time, I was issued a $23.25 digital card because the last card stopped working.
  I was not issued the 16 digit card number nor was I issued a physical card. I could not activate the card because of only having four digits of the card.
  Card ending **** Client ID ************ Expiry date: 12/2026

  Business Response

  Date: 13/02/2024

  VIA BBB WEBSITE
  
  February 13,
  2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: ****** *********
  
  Dear *****,
  
  On January 19,
  2024, Blackhawk Networks (“Blackhawk”) received a complaint from ****** ********* regarding issues receiving their replacement card.
  
  On January 19, 2024, we received a complaint from *** ********* in regard to issues with
  accessing their card. When were unable to locate the card, we reached out to *** ********* by the email on file in order to gather additional information to
  begin conducting our research. At this time, we have not received a response and
  will be closing the case. If *** ********* finds they need assistance still we
  would like to invite them to reach out to our customer service team if they are
  experiencing issues still. We sincerely apologize for any inconvenience *** *********
  may have experienced.
  
  With this, we
  consider the matter resolved.  Please, do
  not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory
  Complaint Specialist
  Reno, NV 89521
  www.BlackhawkNetwork.com

  Customer Answer

  Date: 18/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a ***** Pre-paid gift card that we received as a *****tmas gift. We tried to use it Dec 23/2023 but it was denied. The card had unauthorized charges on it. The value of the card was for $500.00. We purchased a pack of gum on it, to see why it wasn't working. I have sent in complaints, but we have hear nothing back. We have only been able to use $3.65 out of the $500.00 card.
  
  The card number is **** **** **** ****
  expiry 10/26
  
  We are asking to be refunded the money **** ** **** **** ******* *** ***

  Business Response

  Date: 15/02/2024

  February 15, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint
  #********, ****** ***********
  
  Dear *****,
  
  On January
  29, 2024, Blackhawk Networks (“Blackhawk”) received a complaint from ****** *********** regarding unauthorized charges against a **** gift card ending in
  ****.
  
  On January 15, 2024, we
  received a phone call from ****** ***********, advising that charges totaling
  $480.04 against a **** gift card ending in **** were unauthorized. Dispute Case
  ********* was created, and an email was sent to ******************@******.CA
  with a Dispute Form, requesting photos of the front and back of the gift card,
  a photo of the purchase receipt or activation receipt, a bank statement if the
  card had been purchased with a debit or credit card, or a utility or phone bill
  to validate her name and address if a purchase receipt or activation receipt
  was unavailable. Ms. *********** was also advised that the Dispute Form must be
  filled out and sent back to us so we may begin our investigation with the
  merchant or merchants in question within ten (10) business days, to allow
  thirty (30) to ninety (90) calendar days from the date we receive all required
  documentation for the investigation to be completed, options on how to submit
  the form by email and by fax, as well as an explanation why the investigation
  takes that long. We received the requested documentation on January 16, 2024,
  and on January 18, 2024, we sent Ms. *********** an email advising that a new
  card would be sent to the address provided within the Dispute Case, to allow
  fifteen (15) to twenty (20) business days for the replacement card to arrive,
  and that an adjusted credit of $491.54 would be applied to the new card.
  
  On January 20, 2024, we
  received a phone call from Ms. ***********, advising that the postal code was
  incorrect for the replacement card. The postal code was updated for the
  replacement card, and on February 2, 2024, we advised Ms. *********** of the
  delivery timeframe for this card. We sincerely apologize for any inconvenience Ms.
  *********** may have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Reno, NV 89521
  www.BlackhawkNetwork.com

• Initial Complaint

  Date:15/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** ******* **********
  
  I used ******** prepaid card to make an online purchase with ** ****** (Total 740.14$) in April 18th, 2023. The transaction was forfeited since the item was out of stock. However, the pending amount 740.14$ are still held/deducted by ******** from my total account balance. I have tried to contacted the merchant and they confirmed that the money have been released back to ******** in April.
  
  Tried to emailed ******** in May 8th, called many times in July and was told the money was purged on May 18. However, I went through my transition history and did not find the money being credited back to my account. I contacted them over and over again and was told to wait for further investigation. Couple of weeks passed and still did not hear back from them.
  
  I would request to add back 740.14$ to my account ASAP.

• Initial Complaint

  Date:13/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Blackhawk Network ***** Prepaid Mastercard (worth $395) in April as a gift. Immediately upon activation, I was unable to use my card anywhere - it was apparently locked due to fraudulent activity - despite the fact I had literally just activated it. I'm guessing it was somehow compromised prior to me even receiving it. (BHN customer support case #**********)
  
  On June 2, following over a month of back and forth with Blackhawk Network support, I finally received confirmation that a replacement card was going to be sent out to me. Blackhawk Network advised delivery of the new card would take 7-10 business days. (BHN customer support case #**********)
  
  On June 22, well over the 7-10 business day timeframe I was originally given, I contacted Blackhawk Network support again in hopes of receiving tracking information for my replacement card. At this point, the support agent I spoke to advised that the timeframe for new cards is actually 15-21 business days - a direct contradiction of my earlier conversation with support and their written policies on their website. (BHN customer support case #**********)
  
  On July 5, now well over the latest 15-21 business day timeline I was given after the fact, I called Blackhawk Network support again and was told a SECOND replacement card was now going to be sent to me as they considered the first one they sent on June 2 to likely be lost. I was told to expect an email confirmation afterward, and despite being given another new case number over the phone, I never received one. (BHN customer support case #**********)
  
  For obvious reasons, I have my doubts that I am ever going to receive a replacement card in the mail. Since they don't provide tracking, they can't even confirm that they have sent one. I am hoping to receive a virtual card (which they also offer) instead, since it's become abundantly clear over this 3+ month process this company has absolutely no idea how to do anything. Horrifying lack of customer service.

  Business Response

  Date: 19/07/2023

  **** *** ****
  
  ****** ******** ******
  ********* *****  ********
  
  *** ********* ***** *********
  
  To Whom It May Concern,
  
  On July 12, 2023, Blackhawk
  Networks (“Blackhawk”) received a complaint from ***** ********* regarding a
  replacement ***** **** gift card that has not been received.
  
  On May 4, 2023, we received a
  phone call from Mr. *********, advising us that the gift card was being
  declined. Case ********** was created, and an email was sent to
  *************@*****.com on May 6, 2023, requesting photos of the front and back
  of the gift card, a photo of the purchase receipt or activation receipt, a
  utility or phone bill to validate their name and address if a purchase receipt
  or activation receipt was unavailable, a valid photo ID that included his
  mailing address, his full name, address, an email address, and phone number.
  Mr. ********* was also advised that a replacement would be processed once the
  documentation was received, and to allow seven (7) to ten (10) business days
  from the date we received the requested documentation for the replacement to
  arrive. On May 6, 2023, we received all of the requested documentation save the
  proof of purchase from Mr. *****, with him advising that the gift card was
  received from his former employer as a gift, and we responded that a proof of
  purchase was required to continue with our research. A follow up email was sent
  on May 8, 2023, and Case ********** was closed on May 11, 2023. Case **********
  was opened on June 1, 2023, via a phone call from Mr. ********* advising that
  his gift card was blocked from use. An email was sent to
  *************@*****.com on May 6, 2023, requesting photos of the front and back
  of the gift card, a photo of the purchase receipt or activation receipt, a
  utility or phone bill to validate his name and address if a purchase receipt or
  activation receipt was unavailable, a valid photo ID that included his mailing
  address, his full name, address, an email address, and phone number. Mr.
  ********* re-provided the information requested the same day, and on June 2,
  2023, we sent Mr. ***** an email, advising him that a replacement gift card
  ending in 3169 was sent to his address, to allow seven (7) to ten (10) business
  days for delivery of the gift card in question, and to call the phone number
  provided on the back of the replacement gift card to have it activated. Case
  ********** was closed on June 2, 2023. Case ********** was opened on June 22,
  2023, due to an email that was sent from Mr. *********, advising that the
  replacement gift card had not been received. We responded the same day,
  verifying the address to where the replacement gift card was sent, and advising
  Mr. ********* to allow fifteen (15) to twenty-one (21) business days to receive
  the card that was sent on June 2, 2023. Case ********** was closed the same
  day.
  
  Our records show that a second
  replacement gift card ending in **** was issued on July 5, 2023. Further
  research shows that the gift card is active and has successful transactions
  associated with it as of July 19, 2023. Should Mr. ********* encounter any
  further roadblocks with using the gift card, we invite him to contact our
  Customer Service team using either the phone number or website associated with
  the gift card so a representative can provide any insight that they may have. We
  sincerely apologize for any inconvenience Mr. ********* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pre paid credit card in a store and it doesn’t work . Called customer services and they verified that that card was in fact not working . Was told I would have a refund within 30 days . Called back after 30 days and was told my file had closed without a refund . They reopened my file and asked that I send them a picture of my drivers license as well as a picture of the gift card in question . Still refusing to refund me the 208$ I paid for the card

  Business Response

  Date: 31/05/2023

  VIA BBB WEBSITE
  
  May 31, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: ***** *******
  
  Dear *****,
  
  On May 5, 2023, Blackhawk
  Networks (“Blackhawk”) received a complaint from ***** *******’s complaint regarding
  a refund that has not been processed.
  
  On April 24, 2023, case ********** was
  opened. We requested additional information; specifically, proof of purchase of
  the card, photo of ID and photo of front and back of the card. On the 24th ,2023, we received a photo of the driver’s license and pictures of the gift
  card in question. After reviewing with our internal teams, a refund was
  approved on April 24th, 2023.  On April 27, 2023, Ms. ******* was advised we
  needed additional information. On April 28, 2023,  we advised Ms. ******* that we were waiting for
  a resolution update from our internal review team. May 2, 2023, Ms. ******* called
  for an update, and She was advised we were still waiting for an update. On May
  3, 2023, Ms. ******* called again for an update; we advised that her refund was
  approved and would take up to 15 business days to process and be sent once the
  refund was approved. On May 17th, 2023, a supervisor call took place,
  and we advised Ms. ******* we would escalate the case for further review.
  
  Our records indicate that the refund
  check will be issued on May 31, 2023. The refund may typically come as a four
  by six-inch postcard. Ms. ******* should be advised that it can take up to 15 business
  days to receive Her refund from the date the check is issued, with business
  days being Mon-Fri and excluding holidays. We sincerely apologize for any
  inconvenience Ms. ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint
  Specialist
  ***** ** *****
  www.********************

  Customer Answer

  Date: 31/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:25/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against the Blackhawk Network related to a **** gift card purchase. The gift card was purchased for my daughter around 2021. She was 2 years old at the time and the gift card was put aside for a future purchase. The gift card was sealed in packaging indicating the gift amount of $100 with no obviously identifying information pertaining to expiration date or additional fees. On April 16th 2023 I attempted to use the gift card towards a purchase for my daughter and it was declined. I removed the card from its packing and there was a sticker covering the card number and expiration on the front of the card. When I removed the sticker, I saw an expiration date of 2022. With further investigation, I noted the fine print said that funds do not expire. My understanding was that gift cards were required to no longer have expiration dates. I followed up and was informed on the phone that monthly fees are deducted from the balance of the card each month following 12 months after original purchase and that there was now only $16 remaining of the original $100. According to the company, It cost them $84 to maintain my gift card while it was in my purse. This is not clearly stated anywhere on the card, nor was the expiration visible when purchased. I was extremely unsatisfied and requested a full reimbursement and have been repeatedly denied as they informed me I should have read the fine print and that they need to charge monthly fees to maintain the card (this is ridiculous). They offered a “one time” partial reimbursement of $58 which I did not agree to. I have reached out 3 times to the Blackhawk network for complete resolution with no success. I strongly feel the company is misleading its customers and does not clearly state that they deduct funds from gift cards purchased after a period of time. This has been an extremely disappointing situation and I am seeking assistance to resolve this issue and promote better business practice by Blackhawk Network.

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  Complaint Case:  ********
  
  RE: ******
  *********
  
  Dear ********,
  
  On April 25 2023, Blackhawk
  Networks (“Blackhawk”) received a complaint from ****** ********* regarding fees
  against a **** gift card that were deducted without their knowledge.
  
  The Terms and Conditions for
  this gift card advise of a $3 Monthly Maintenance Fee begins twelve (12) months
  after the card activation date. We have provided a link to the Terms and
  Conditions here for Ms. *********'s convenience: https://*******************************************************.
  For further clarification, Ms. ********* may navigate to the "Expiry
  Date" section of the website, which specifies that "Starting in the
  twelfth (12th) month after the date of activation, if there is a Balance on the
  Card, we will deduct a monthly maintenance fee of $3.00 from your Balance (or
  the remaining Balance on the Card, whichever is less). The fee will be charged
  monthly, every month following that, until the Balance of the Card reaches
  0.00.". We sincerely apologize for any inconvenience Ms. ********* may
  have experienced.
  
  With this, we consider the
  matter resolved.  Please, do not hesitate
  to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint
  Specialist
  ***** ** *****
  ************************

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a prepaid ******* **** card for $50 from ******* *** *** in Nanaimo.
  
  Went to use card and it has no balance on it. Called number on back they said card was being replaced and would be mailed to me. I received card and it also has no balance on it. They say I needed to send pictures of previous card they replaced. I was never told to keep the card when it was unusable I was told it had been replaced and as it has no balance tossed it.
  
  Now denying refund or card with my 50$ as I don't have picture of card.
  2 cards both with $0 balance , out my $50 plus activation fee.
  
  **

  Business Response

  Date: 18/04/2023

  April 18, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: *******
  *******
  
  To Whom It May Concern,
  
  On April 11, 2023, Blackhawk
  Networks (“Blackhawk”) received a complaint from ******* ******* regarding a
  dispute that was closed due to not having photos of the gift cards in question.
  
  On November 22, 2022, **.
  ******* called in to report fraudulent charges against a **** gift card ending
  in 1917. Dispute Case ********* was created, the gift card in question was
  replaced, and an email was sent to ********************* with a Dispute Form,
  requesting photos of the front and back of the gift card, a photo of the
  purchase receipt or activation receipt, a bank statement if the card had been
  purchased with a debit or credit card, or a utility or phone bill to validate
  her name and address if a purchase receipt or activation receipt was
  unavailable. **. ******* was also advised that the Dispute Form must be filled
  out and sent back to us so we may begin our investigation with the merchant or
  merchants in question within ten (10) business days, to allow thirty (30) to
  ninety (90) calendar days from the date we receive all required documentation
  for the investigation to be completed, options on how to submit the form by
  email and by fax, as well as an explanation why the investigation takes that long.
  On December 10, 2022, a follow up email with the Dispute Form and Proof of
  Purchase letter was re-sent to **. *******, and on January 16, 2023, **.
  ******* called in stating that she got the replacement card but couldn’t
  provide pictures of old card because she threw it away. **. ******* was upset
  because photos of the front and back of the gift card are required, so we
  escalated the dispute for review but could provide no guarantees due to no
  documentation having been received at that point. On January 18, 2023, Dispute
  Case ********* was closed due to no response from **. ******* to our requests
  for more information.
  
  
  We received an email from **.
  ******* on January 18, 2023, expressing her frustration about the process and
  asking why she didn’t get a full refund. On January 23, 2023, a Dispute form
  and Proof of Purchase Letter was sent to **. ****** again to try and have any
  documentation sent in for review. We received a request for a phone call on
  January 24, 2023, and we re-sent the Dispute form and Proof of Purchase Letter.
  A final request with the Dispute form and Proof of Purchase Letter was sent to
  **. ******* on February 10, 2023. On February 16, 2023, Dispute Case *********
  was closed and remains closed due to no documentation having been received
  despite multiple requests. On April 14, 2023, a phone call was made to **.
  ******* using the phone number provided in the Dispute Case and a voicemail was
  left, with a follow up email being sent stating we still need a Dispute form,
  Proof of Purchase receipt and Proof of Address. As of April 18, 2023, we have
  not received the requested documents. Once the requested documents have been
  received, we will begin our investigation with the merchant in question. We
  sincerely apologize for any inconvenience **. ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a total of $300 worth of gift cards that expire at the end of this year/2024 and 2025. I wanted to use one of the cards this past month only to learn it was a $0.33 balance. BHN removed $3.00/month because the card wasn’t used and there were two fraudulent charges made in Great Britain for cable charges. I waited on the phone for over an hour and finally got a rep. She took down my details for the dispute. I received emails back and forth stating that I didn’t follow the terms amd conditions. I wrote back and didn’t give up stating that it wasn’t fair that I lost all this money and more so that my friends worked hard for. I have 2 case numbers to reference ********* and *********. * **** ** ******* *** ****** ***. Their policy of removing the monthly fees should not apply. It’s a gift card. I understand it’s a **** but still. They’re making money off our gifts. Not fair. *** ***** ******.

  Business Response

  Date: 24/03/2023

  March 24, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Pat
  *******
  
  To Whom It May Concern,
  
  On March 15, 2023, Blackhawk
  Networks (“Blackhawk”) received a complaint from *** ******* regarding fraudulent
  charges of $86.67 against a **** gift card ending in ****. Blackhawk is the program
  manager for these gift cards on behalf of the issuing bank, *****************.
  
  On February 28, 2023, we
  received a phone call from Mr. ******* stating that two charges totaling $86.67
  against his gift card were unauthorized. Dispute Case ********* was created,
  and an email was sent to ***********@*****.com with a Dispute Form, requesting
  photos of the front and back of the gift card, a photo of the purchase receipt
  or activation receipt, a bank statement if the card had been purchased with a
  debit or credit card, or a utility or phone bill to validate his/her name and
  address if a purchase receipt or activation receipt was unavailable. Mr.
  ******* was also advised that the Dispute Form must be filled out and sent back
  to us so we may begin our investigation with the merchant or merchants in
  question within ten (10) business days, to allow thirty (30) to ninety (90)
  days from the date we receive all required documentation for the investigation
  to be completed, options on how to submit the form by email and by fax, as well
  as an explanation why the investigation takes that long. A follow up email was
  sent on March 3, 2023 as well as March 21, 2023, requesting the documentation
  advised in our initial email so we could begin the dispute process with the
  merchants in question, and the Dispute Case was closed on March 21, 2023 due to
  not receiving any of the requested documentation as of that date.
  
  Should Mr. ******* with to
  continue with the dispute, we invite him to contact our Dispute team directly
  by email at [email protected] or by phone at ***** ******** and
  reference Dispute Case *********.We sincerely apologize for any inconvenience Mr.
  ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

  Customer Answer

  Date: 06/04/2023

  I reviewed the response from the noted complaint # and I’m not satisfied of the response from Blackhawk network. I provided the necessary paperwork of the 3 **** cards totalling $300 in value only to get $86 in return???  This is ***** and shouldn’t be allowed. I’m very disappointed that I lost out on using gifts that were given to me. I was told by a Blackhawk representative that if I disputed the charges that I would not only get the fraudulent charges back, but I would also be able to get the monthly service fees reversed, only to experience the complete opposite. I reached out to BBB for assistance but did not get anything resolved. Furthermore I did not get any more responses regarding the final decision from Blackhawk network. What’s my next step??

  Business Response

  Date: 06/04/2023

  April 6, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: ********
  *******
  
  To Whom It May Concern,
  
  On April 6, 2023, Blackhawk
  Networks (“Blackhawk”) received a rejection to our response concerning a
  complaint from ******** ******* regarding fraudulent charges of $86.67 against
  a **** gift card ending in ****. Blackhawk is the program manager for these
  gift cards on behalf of the issuing bank, *****************.
  
  Dispute Case ********* shows a
  single gift card ending in **** as being represented. The Dispute Case only
  contains documentation for one gift card, and we have not received any other
  gift cards within the Dispute Case. Should Ms. ******* wish to dispute other
  charges on different gift cards, she may utilize our Dispute process as she has
  with the gift card ending in ****.We sincerely apologize for any inconvenience Ms.
  ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Reno, NV 89521
  www.BlackhawkNetwork.com

  Customer Answer

  Date: 19/04/2023

   it’s not fair that the BHN is only giving me back the purchases that were not done by me. Instead I’m also arguing that I should get back the monthly fees that were charged to me. The card expires in 2025 and those fees should not exist. It’s ***** and I lost $150. 

  Business Response

  Date: 28/04/2023

  April 28, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: ********
  *******
  
  To Whom It May Concern,
  
  On April 28, 2023, Blackhawk
  Networks (“Blackhawk”) received a second rejection to our response concerning a
  complaint from ******** ******* regarding fraudulent charges of $86.67 against
  a **** gift card ending in ****. Blackhawk is the program manager for these
  gift cards on behalf of the issuing bank, *****************.
  
  As referenced in the Terms and
  Conditions for the gift cards provided by Ms. *******, https://******************************************-****-*******,
  the cards associated with the photos provided by Ms. ******* are subject to a
  $3 monthly maintenance fee starting 12 months after the card activation date.
  This is a condition set up by the program provider directly, and Blackhawk
  cannot change this stipulation. While our records show that the gift card ending
  in **** has had a reversal of monthly maintenance fees as of March 7, 2023 as a
  one-time courtesy, we cannot remove that function within the gift card itself. We
  sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  ***** ** *****
  ************************

  Business Response

  Date: 11/05/2023

  May 11, 2023
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: ********
  *******
  
  To Whom It May Concern,
  
  On May 11, 2023, Blackhawk
  Networks (“Blackhawk”) received a third rejection to our response concerning a
  complaint from ******** ******* regarding fraudulent charges of $86.67 against
  a **** gift card ending in ****. Blackhawk is the program manager for these
  gift cards on behalf of the issuing bank, *****************.
  
  Our records show that Mr. ****
  was advised on May 9, 2023, that a credit of $86.67 was applied to the account,
  which would account for the disputed transactions referenced in Dispute Case
  ********* as well as the charges advised of in this complaint. We sincerely
  apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the
  matter resolved.  Please, reach out to us
  with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Reno, NV 89521
  www.BlackhawkNetwork.com

  Customer Answer

  Date: 18/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was told that a card would be mailed to me with the amount promised. For security reasons I’m being huge. A new card in the mail. Im waiting for the card. 
  
  
  
  Sincerely,
  
  
  
  *** *******