Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,126 total complaints in the last 3 years.
- 388 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/08/2025
Type: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.
Contacted prepaid centers today regarding the physical card I requested because there was issues accessing the virtual card sent to me. The virtual card was sent to me on behalf of ******* due to breach of contract settlement. The virtual card was issued in May 2025. I contacted prepaid centers during that time indicating I was having an issue with activating the card. I spoke with Manager not sure of her name. She indicated that a physical card would be sent out. I have yet to receive that card as of today.
Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On July 8, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a physical replacement card that has not been received.
On June 10, 2025, Case CS16565409 was created via phone call from Ms. ******* due to roadblocks with redeeming a virtual MasterCard settlement card ending in 1275. Ms. ******* requested a physical replacement card, and after advising that the address on file for the virtual card was incorrect a new virtual card was sent instead. Our records show the replacement virtual card ending in 4354 was received and has a redemption against the balance on June 28, 2025. 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
**************
******************************Customer Answer
Date: 07/09/2025
Complaint: 23569222
I am rejecting this response because:
I never received my physical card that I was entitled to receive.They are playing regarding redemption code. So what if my address changed. My would have been forwarded.So WHAT I NEED TO KNOW WAS THE PHYSICAL CARD MAILED?
IF SO WHEN!
IF NOT WHAT ARE YOU TALKING ABOUT I NEVER USED OR REDEEMED ANYTHING.IF SOMEBODY GOT THE CARD AND USED IT THEN I NEED TO KNOW THE SPECIFICS SO AN INVESTIGATION CAN BE DONE IN REFERENCE TO THEFT
Sincerely,
****** *******Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On July 9, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ******* regarding a physical replacement card that has not been received.
The physical card was not sent as we cannot send to any other address besides what is associated with the card in our records. Because the charge in question is within our sixty (60) day timeframe for a dispute to be made, we invite Ms. ******* to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. 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
**************
******************************Customer Answer
Date: 07/09/2025
Complaint: 23569222
I am rejecting this response because:I did not receive my card I was not able to activate the one sent to me via email. My physical card that I requested could have and should have been sent to me as I requested. I informed the manager of that. However no attempt was made. My physical card would have been forwarded to my current address has I stated per the call. I was assured by that same manager that she was sending the card.The fact is I want to know who what and when the card was used because it was certainly not by myself whether virtually or physically.
****** *******
Sincerely,
****** *******Initial Complaint
Date:07/03/2025
Type: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 submitted these rebates TEN (10) weeks ago and at the end of April their status has shown, "Your rebate is valid and is scheduled for final processing. Please refer to your rebate form for estimated processing times." Every time I contact customer service, I am told to wait 7-10 more business days. I just want my two $5.00 rebates. Tracking numbers #********** and #**********.Business Response
Date: 07/11/2025
VIA BBB WEBSITE
July 11, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On July 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding two rebate cards he have not received.
We are working internally to provide the rebate cards for Mr. ****** and will continue to follow up with ********* to ensure that the rebate cards are received and able to redeem the cards. We sincerely apologize for any inconvenience 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: 07/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I will wait a reasonable amount of time to receive the cards. However, if I do not receive them, I will refile a complaint.
Sincerely,
**** ******Initial Complaint
Date:07/02/2025
Type: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.
In December 2024, I received a $100.00 gift card issued by Blackhawk Network. When I activated the card, in March 2025, to use, purchases were already made. I contacted them and was instructed how to proceed with a Dispute, a few weeks later, I was issued a Replacement card with my name printed on it. Again, when I activate/attempt to use, I only had $26.20 remaining, $56.84 had been stolen. I contacted them again to dispute. Now, they want a Selfie, documents, and photo identification ( which I provided). I shouldn't have to deal with this to get the funds replaced.Business Response
Date: 07/11/2025
VIA BBB WEBSITE
July 11, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ******** ******
Dear Aspen,
On July 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding the documentation requirements for Dispute Case CDS0145554.
On April 3, 2025, Ms. ****** contacted us by phone to report charges on her gift card ending in 6848 that were not recognized. Case CS15909685 was created to assist Ms. ******* On April ******* case CS15909685 was resolved, and an email was sent to Ms. ****** informing her that a Dispute Case CDS0145554 was created to assist Ms. ****** to initiate a dispute. We also informed Ms. ****** that a chargeback process has begun with the merchant, and the chargeback process takes up to ***** days for the merchant to response with their resolution. On the same date, ********** gift card ending in 6848 was replaced as part of our security precaution.
On May 19, 2025, an email with the Dispute Form was sent to Ms. ****** requested documentation to support our investigation. On June 12, 2025, Ms. ****** contacted us by phone and inquired about the block on the replacement gift card that she received. On June ******** Ms. ****** contacted us by email and requested a refund as she was unable to redeem her replacement gift card. On June 23, 2025, Ms. ****** contacted us by phone and requested updates regarding her concern. On June 28 and July ******* an email with the Dispute Form was sent to Ms. ****** requested documentation to support our investigation. On July 3, 2025, we received the requested information from Ms. ******* On July 10, 2025, Dispute case CDS0145554 was resolved, and an email was sent to Ms. ****** confirming the Dispute has won in her favor.
As of todays date, we can confirm a refund check totaling $56.84 USD was issued to Ms. ******* and ********* will be expecting to receive a refund check in a 4x6 postcard by mail within ***** business days. 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
**************
******************************Initial Complaint
Date:06/30/2025
Type: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 $100 **** gift card from a company using ******************* as a web site. The card is being declined as expired today (June 30th, 2025), even though it clearly says it is valid through the month of June (06/25).The company is absolutely impossible to contact -- no email address and the phone system simply hangs up on you for any query that isn't within their limited automated ******* seems they're just going to keep the money and never attempt to answer or remedy the situation.Business Response
Date: 07/10/2025
July 10, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ****
Dear Aspen,
On June 30, 025, Blackhawk Networks (Blackhawk) received a complaint ******* **** regarding an expired promotional card they were running into roadblocks with redeeming.
While federal law does specify that funds from gift cards cannot expire, promotional, loyalty, or rewards gift cards such as this one are exempt from this restriction. The program provider associated with this gift card set the expiration date as part of their contract terms with us to ensure the funds are used within a specific time period rather than being held onto indefinitely. The Terms and Conditions are available for Mr. **** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. As a one-time courtesy we have reissued the $100 that was on the original gift card onto a new card, which will be sent to the address provided in this complaint. ******* may use tracking number 1ZEW97930298202818 on the *** website, ***********,to check the status of the delivery of this gift card at any time. We sincerely apologize for any inconvenience 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
**************
******************************Initial Complaint
Date:06/28/2025
Type: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.
On June 28 I was told by a customer support person that I would be credited $170 while waiting for my open dispute of unauthorized charges. However our conversation got disconnected we didn't get to finish , and she didn't credit my replacement card with the $170. I call back and asked to speak to the lady I was speaking with. However I was told they can't transfer my call to any specific person. They also weren't willing to pick up where she left off at. They said I have to wait 90 days or longer for my case to settle. This is a ridiculous amount of time! I don't think it's reasonable given the small amount. It only takes a matter of minutes to look into it and fix it. They refuse to give me a resolution, I need this card to pay for my car in the inpound, and now I have to wait even longer, and picking up more fees due to not being able to pay!Business Response
Date: 07/09/2025
VIA BBB WEBSITE
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** *******
Dear Aspen,
On June 28, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding the resolution timeframe for a Dispute Case.
On June 28, 2025, Mr. ******* contacted us to report charges on his gift card ending in 0986 that were not recognized. Dispute case CDS0243098 was created to assist Mr. *******, an email with the Dispute Form was sent to Mr. ******* requested documentation to support our investigation. At the same time, a replacement gift card ending in 8616 was issued to Mr. ******* with the remaining funds on the original gift card as part of our security precaution. On the same date, Mr. ******* contacted us with questions on the requested documentation and requested to expediate his concern. On the same date, an email was sent to Mr. ******* to verify the type of his Wallet Device, which Mr. ******* has confirmed the Wallet Device and has provided the completed Dispute Form. On June 29, 2025,Mr. ******* contacted us for a follow-up regarding his concern. On June *******, Dispute case CDS0243097 was resolved, and an email was sent to Mr.******* advising him that the dispute has won in his favor.
As of todays date, we can confirm the Dispute Amount totaling $174.08 USD has been credited back to the replacement gift card ending in 8616. Our record also showed successful redemptions were made on the gift card. We sincerely apologize for any inconvenience 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
**************
******************************Initial Complaint
Date:06/27/2025
Type: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.
On 3/29 I purchased a $100 **** gift card for my granddaughters birthday. There was no money available when I went to register it. They opened a case file that day and sent a new card with my name on it pending investigation, funds would be replaced. After months and months of waiting, they sent me an email saying the issue is resolved, you're free to use card ending in 5566 (exampe) a card that isn't the one they sent me. After being disconnected twice from their hold, I emailed them.. and they opened a new case file.. that will again will take ***** days or longer.Business Response
Date: 07/08/2025
VIA BBB WEBSITE
July 8, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** **********
Dear Aspen,
On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ********** regarding roadblocks redeeming a replacement card she received.
O March 29, 2025, ************* contacted us to report a charge on her gift card ending in 1146 that was not recognized. Case CS15864045 was created to assist Ms. *********** On the same date, a replacement card ending in 4651 was also issued to ************* with the remaining funds on the gift card as part of our security precaution. On April 2, 2025, Dispute case CDS0139597 was created, and an email with the Dispute Form was sent to Ms. ********** and requested documentation to support our investigation. On April 9, 2025, we received the completed Dispute Form, proof of purchase and a valid photo ID from Ms. *********** On April *******, an email was sent to Ms. ********** advising her that the chargeback process with the merchant has begun and provide the chargeback timeframe of ***** business ******* completed.
On June 20, 2025, Ms. ********** requested a follow-up regarding her concern. On June 23, 2025, Dispute case CDS0139597 was resolved, and an email was sent to Ms. ********** advising her that the Dispute has won in her favor. As a result, a second replacement gift card ending in 5215 was issued to Ms. ********** to replace the gift card ending in 4651. On June 27, 2025, Ms. ********** contacted us to verify the correct replacement gift card to be redeemed. On July 2, 2025, an email was sent to Ms. ********** confirming the gift card ending in 5215 was the most recent replacement gift card for her to redeem.
As of todays date, we can confirm a second replacement gift card ending in 5215 with the total of $100.00 USD was issued to Ms. ********** on June 23, 2025. Our record also showed multiple redemptions were made successfully on the gift card ending in 5215 as of July 1, 2025. 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
**************
******************************Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:06/27/2025
Type: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 received a gift card in the mail for a graduation present and the total of $25. I activated the card and tried to use it and it immediately declined. When I checked the balance it showed that there had been five transactions for a ****** Play that I never made and it happened as soon as I activated the card. I have disputed this with the company and I would like to be refunded for my lost money.Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On June 30, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding unauthorized charges against a **** gift card ending in 8399.
On June 27, 2025, we received a phone call from Ms. ******* to report unauthorized activity against a **** gift card. Dispute Case CDS0242275 was created, 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. 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, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.
We received the documentation on June 28, 2025, and Dispute Case CDS0242275 was close on June 30, 2025, with an email being sent to Ms. ******* to advise her that a replacement card would be sent to her with a credit for the disputed charges being applied. 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
**************
******************************Customer Answer
Date: 07/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:06/27/2025
Type: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 was given two gift cards by Master Card that were purchased by family members as a graduation present; and they do not work anywhere, I have made attempts at several businesses but are all rejected even though I have registered the cards. The cards were purchased in May of 2025. One is for $50 and the other is for $100.Business Response
Date: 07/08/2025
VIA BBB WEBSITE
July 8, 2025
Better Business Bureau
Complaint Case: 23499107
RE: ******* ******* ******
Dear *****,
On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* ****** regarding issues with making purchases on her Mastercard Gift Cards ending in 9229 and 6416.
On June 27, 2025, we received a complaint from the better business bureau form Ms. ****** regarding issues making purchases on her Mastercard Gift Cards ending in 9229 and 6416. After investigating the cards in question, we found the following. For the Mastercard gift card ending in 9229 we found that this card was initially loaded with a balance of $100.00 on May 25, 2025. There was an attempted purchase made on June 3, 2025, for $337.69 which was declined due to insufficient funds. On June 22 and 23, 2025, we show declined transactions due to an attempted bill payment on **** which is not an acceptable transaction for this merchant. We also show those same days those successful purchases of $24.29, $18.98, and $39.90 through ***** Leaving a total of $10.87 on the card. On June 27, 2024, there was an attempted purchase of $43.77 on **** which exceeded the available amount declining the transaction.
For the Master card gift card ending in 6416 we show no declined transactions. The card was originally loaded on May 24, 2025, in the amount of $50.00.There was one purchase made of $33.58 on June 22, 2025. There is a current balance of $16.42 remaining.
As of July 8, 2025, Ms. ****** has a remaining balance of $10.87 on the card ending in 9229 and a balance of $16.42 on the card ending in 6416.We always recommend tracking your purchases and reading the card holder agreement online to confirm if a purchase being made is valid under the cards acceptable transaction types and vendors. For any questions we would like to welcome Ms. ****** to contact our customer service team directly so we may better assist. 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
****, NV 89521
******************************Initial Complaint
Date:06/26/2025
Type: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 purchased a $300.00 gift card on 3/26/2025. The 1st time I used the card was on 3/27 for ***** gas. I then attempted to use it at fast food where only 5.99 was approved. I called the number on the back of the card and found that $269 plus change had been used on **** and ****** Play. Filed the dispute CDS0141505 on 3/27. Requested information was sent to them. It will be 90 days tomorrow 6/27 which is ridiculous. I have seen many claims on this site be resolved in a matter of days. I have been patient, but $270 is a lot of money.Business Response
Date: 07/07/2025
VIA BBB WEBSITE
July 7, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ********* *****
Dear Aspen,
On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ********* ***** regarding the resolution timeframe for Dispute Case CDS0141505.
On March 27, 2025, Ms. ***** contacted us and reported charges on her gift card that were not recognized.Reference case CS15848577 was created to assist Ms. ****** On March 30, 2025,an email was sent to Ms. ***** requested image of the gift card, a copy of the proof of purchase of the gift card, a valid photo ID from Ms. ***** and a selfie of Ms. ***** with the photo ID. On April 1, 2025, we received the image of the gift card, the image of a valid photo ID and the selfie of Ms. ***** with the photo ID. On April 3, 2025, reference case CS15848577 was resolved,and an email was sent to Ms. ***** advising her that a Dispute case CDS0141505 was created to assist Ms. ****** which we have also informed Ms. ***** with the chargeback timeframe of ***** days to complete.
On April 23 and April ******** Ms. ***** requested a follow-up regarding her concern, which we explained to her again about the chargeback timeframe of ***** days. On June 5 and June 10, 2025, Ms. ***** contacted us and requested a follow-up regarding her concern, which we informed her that we were still working on her concern. On June 19, 2025, Ms. ***** requested to expediate her refund request due to the timeframe of the Dispute. On June 26, 2025, Ms. ***** requested a follow-up regarding her concern. On June 28, 2025, Dispute case CDS0141505 was resolved,and an email was sent to Ms. ***** advising her than the dispute has won in Ms.Brases favor.
As of todays date, we can confirm that a replacement gift card totaling $269.55 USD was issued to ******** on June 28, 2025, which Ms. ***** is expecting to receive her gift card in mail within 7-10 business days. 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
**************
******************************Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* *****Initial Complaint
Date:06/23/2025
Type: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.
Business is trying to enforce expiration of funds on prepaid/ gift cards. After being on hold for close to 30 minutes, I was connected. When I explained the issue I was told the funds had expired and the card had a 0 balance. I let them know that it's a federal law that the funds must be good for at least 5 years. I was told there were only exceptions for ******* and ******. I restated that it is a FEDERAL law. This was ignored, and I was asked if there was anything else I needed assistance with. I asked for an escalation to the supervisor. Instead of being escalated, I was put on hold. I was then told I could be emailed a virtual card - "as a one time exception".I cannot imagine how many people without knowledge of the law are being scammed by these customer service representatives.Business Response
Date: 07/07/2025
Jul 7, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *** *****
Dear Aspen,
On June 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** ***** regarding funds from a physical MasterCard promotional card that have been removed.
While federal law does specify that funds from gift cards cannot expire, promotional, loyalty, or rewards gift cards such as this one are exempt from this restriction. The program provider associated with this gift card set the expiration date as part of their contract terms with us to ensure the funds are used within a specific time period rather than being held onto indefinitely. The Terms and Conditions are available for Mr. ***** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. As a one-time courtesy we have reissued the $50 that was on the original gift card onto a new card, which has been sent to the email address provided in this complaint as of June 25, 2025. We sincerely apologize for any inconvenience 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
**************
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