Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

BBB Accredited Business A+Rated by BBB

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=all
https://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

1,123 total complaints in the last 3 years.
388 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/14/2022
Type:Service or Repair 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 **** gift card as a Christmas gift, when I went to use it, it was declined. I contacted the company was was given case# DS0294520 in January. I was advised a request for information would be sent via email, which was never received. I followed up March, received the request for information and filled it out and submitted it via email the same day. I was advised the process could take up to 90 days. I followed up via email in September, no response. I finally called in November and was advised that my case was closed due to no response and that even though they received the information, it would need to be sent as an exception and would take up to 90 days. I escalated to a supervisor who refused to give a direct contact number, who advised this would take **** days escalated. I contacted the number found on the BBB website, escalated again, and received an email the same day that my issue was resolved and a replacement card would be issued.Almost three weeks later, the card arrives and I cannot activate it on their online or phone system. I contact customer service again, they advise that they can't see why it won't activate, but they've activated it anyway. At this point, I have no way of authenticating the card through any of their offered services and I'm afraid to use it because the company has such poor handling. I call back a second time and am advised there is an issue with how my zip code is loaded and they will correct it. The effort required to bring finalization to this issue seems never-ending and the company has zero desire to make good on funds previously purchased as gifts to unsuspecting customers without significant time and effort.
Business Response
Date: 11/22/2022
Tell us why here...November 22, 2022

Better Business Bureau
Complaint Case: 18399888

RE: ***************************

Dear *****,

On November 14, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding the dispute resolution timeframe for Dispute Case DS0294520 concerning unauthorized transactions totaling $200 against a **** gift card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank,MetaBank.

On January 5, 2021, we received a phone call from ************** advising that there were $200 worth of transactions on her gift card that she did not recognize. Dispute Case DS0294520 was created, and an email was sent 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 **** 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) days from the date we receive all required documentation for the investigation to be completed, and options on how to submit the form by email and by fax. On February 14, 2022, a follow up email was sent to ************** advising that we needed photos of the front and back of the gift card in question as well as the filled-out Dispute Form.On March 15, 2022, an email was sent advising that the Dispute Case would be closed, and on April 5, 2022, the dispute Case was closed due to no response.On April 20, 2022, we received a phone call from ************** inquiring about the status of the Dispute Case. At that time, it was discovered that the Dispute Form was sent to an incorrect email address; this was corrected, and the Dispute Form and requested information was sent to the updated email address.

On September 2, 2022, ************* requested an update via email within the Dispute Case, and on November 1,2022, we received a phone call requesting an update and advising that the requested documentation had been sent back in April. ************** re-submitted the requested documentation on November 1, 2022, and an email was sent to ************** advising that the $200 claim was closed in her favor, with the funds being applied onto a new gift card ending in **** which was sent to her.. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:11/13/2022
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.
On April 27th I purchased an **** gift card online taking advantage of the 20% discount promotion.The item for which the gift card was intended was not available in stock until July 19th which I tried to purchase online but received an error message from the **** website that did not allow me to use the gift card for payment because it was not higher than the total of my purchase ($1700). I immediately called **** customer service and they were surprised that the site did not allow me to use the card and then pay the remainder balance with another card.THe representative suggested to try in 24 hours in case the balance was temporary taken from my gift card (normal process)The item was no longer available 24 hours later. 2nd/last attempted to use the card was on July 31st when the item was in inventory again. During this try I received the same message as on July 19th so I called **** customer service again and I was informed that the gift card was $0 balance.Since July 31st 2022 I have been in contact on many different occasions with **** and Cash Star trying to resolve this issue without success.Each company continues to blame the other for the error but neither provides me the credit of the $800 they received from me.**** has confirmed several times that no transactions have been debited from this gift card, they do see the attempt to purchase and the transaction not being successful.After filing a BBB complaint on August 16th against **** the response was the copy of the policy for gift cards lost or stolen.This gift card is NOT lost, I have the information in email as this is an electronic gift card and is NOT stolen because there are no transactions on the gift card.The balance was erroneously debited by the **** website system and never credited back when no successful purchase was validated.This is a systematic error that requires the responsible parties to credit the consumer the $800 paid as I do not have the money or the product.
Business Response
Date: 11/18/2022
November 18, 2022

Better Business Bureau
Complaint Case: 18398106

RE: *************************

Dear *****,

On November 13, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding an $800 credit for an IKEA order that has not been credited back onto payment method used to place the original order. Blackhawk is the third-party vendor for these gift cards through CashStar.

In researching this concern,it has been determined that this issue cannot be addressed by Blackhawk, as we did not receive any monies from any order placed using the gift card. Blackhawk Networks is a third-party vendor that is responsible for fulfilling orders for gift cards purchased, and as such have no access to funds deducted from the gift card for purchases made with it. ******************** will need to continue to work with **** directly to address refunds according to their policies. We sincerely apologize for any inconvenience ******************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/19/2022

Complaint: 18398106

I am rejecting this response because:

Sincerely,

*************************

As the processing party of the gift card the company needs to research on work on behalf of the customer(me) to credit the gift card the balance that should be available and is not.
The missing credit to the gift card is a sufficient resolution for this case.
IKEA has confirmed several times that there were no transactions on the gift card and balance should be available.
Please reach out to IKEA and find a solution to thi matter.

Please Advise.

**********************;
Business Response
Date: 11/21/2022
November 21, 2022

Better Business Bureau
Complaint Case: 18398106

RE: *************************

Dear *****,

On November 21, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding an $800 credit for an IKEA order that has not been credited back onto payment method used to place the original order.Blackhawk is the third-party vendor for these gift cards through CashStar.

In researching this concern,our records show that the gift card has a full balance of $1,000 as of November 21, 2022. Should ******************** encounter any roadblocks with redeeming the gift card, we ask that she contact IKEA directly as Blackhawk cannot address redemption issues for these types of gift cards on behalf of the program provider.We sincerely apologize for any inconvenience ******************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/21/2022

Complaint: 18398106

I am rejecting this response because:

Sincerely,

*************************

Hello,
When confirming your message that the balance of $1000.00 is available.
This information is not accurate as the gift card available balance still shows $0 (zero) on my end.
Please advise if a new gift card number has been generated repolacing the original one. If not, please take the necessary steps to have the expected $1000.00 shown available on my end as well.
If there is a need to contact IKEA please do so on my behalf as I have been the middle man many times and no resolution has been obtained.

Beliw you will find the screenshot of the balance validation after receiving your response.
Business Response
Date: 11/22/2022
November 22, 2022

Better Business Bureau
Complaint Case: 18398106

RE: *************************

Dear *****,

On November 21, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding an $800 credit for an IKEA order that has not been credited back onto payment method used to place the original order.Blackhawk is the third-party vendor for these gift cards through CashStar.

In reaching out to Ikea regarding this concern, it has been determined that the gift card was used to place order ********* through their website. Because Blackhawk does not have any visibility into any order or tracking information, it is recommended that ******************* continue to work with **** to provide a final disposition. Ikea is under internal notification to advise that CashStar, and by extension Blackhawk, cannot address this issue as we do not have access to any monies received from this order. We sincerely apologize for any inconvenience ******************* may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/23/2022

Complaint: 18398106

I am rejecting this response because:

Sincerely,

*************************

Hello and thankbyou for the update. However, on your response from just Monday 11/21//22 states that you see the $1000.00 available in the gift card listed on this complaint.
How is it that now IKEA tells you that there was an order placed?
Also, this is not a valid resolution as theres was no actual order placed. Both attempts to use failed to have an order placed.
At this point Im without the money or product.
Initial Complaint
Date:11/13/2022
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.
Gift card stolen with two fraudulent transactions and the company did nothing after transactions were disputed. Based on reviews and legal cases, too many people are experiencing this same issue. They are a complete scam and they know it. The gift card was compromised within 10 days of issuing and no notification was given of the fraud until October 31st. This is intentional, at the 60 day **** of their policy. The company issues statements of secure online gift cards but no steps are taken for security.
Business Response
Date: 11/16/2022
Tell us why here...November 16, 2022

Better Business Bureau
Complaint Case: 18397531

RE: ********************************

Dear *****,

On November 13, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************** regarding disputed charges totaling $500 on her MasterCard gift card ending in ****.

On November 11, 2022, we received a phone call from ***********************, advising that two charges of $250 each were not authorized. Dispute Case DS0424004 was created, and an email was sent with a Dispute Form, requesting that the form be returned with confirmation that the disputed transactions are accurate, that the personal information on the form is correct, that the reason for the dispute is selected, and that the form is signed, either physically or electronically. The email also advised ********************** that a response was needed within ten (10) business days as well as options on how to submit the form by email and by fax. *********************** was also advised to allow thirty (30) to ninety (90) days from the date we receive the filled-out Dispute Form for our investigation with the merchant(s) in question to be completed, as well as an explanation why the investigation takes that long. *********************** responded the same day with the requested documentation.

On November 12, 2022, an email was sent to ***********************, advising that we would continue to research this matter, and on November 13, 2022, an email was sent to *********************** advising that a credit of $500 was applied to the gift card account. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:11/11/2022
Type:Service or Repair 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.
On October 15 2022 I bought a gift card from Lowes. No more than 3 hours later someone hacked my gift card and spent $98.00. As soon as I seen the charge the same day I called to report the charge. They told me to wait til the charge cleared to call back to dispute the charge. I called on October 20 2022 and they emailed me the paperwork. I fill out the paperwork the same day and emailed it back to them.. I called November 10 2022 to find out the status of my dispute, the agent told me after being on hold for 20 min that they couldnt find the paperwork in a email, I ask to speak with a supervisor and she came back on line and said after looking she found it and everything was good. I then got another email with another claim number and ask her why am I getting a claim number as if I just open the claim, she refused to answer me, I then ask for a supervisor again and she told me there wasnt one. I then hung up and called back giving them the new claim number and ask them how long it would take for my dispute now since I resent everything. She looked up the claim number and said she couldnt open my file because the file I sent was to big and that I needed to resend again for the 3rd time. They keep putting me off and will not give me answers on my claim, I just want my money I paid for and I refuse to buy another gift card from this company. I have added all the paper work they ask for that I sent multiple times.
Business Response
Date: 11/21/2022
Tell us why here...November 21, 2022

Better Business Bureau
Complaint Case: 18391963

RE: *****************

Dear *****,

On November 11, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************** regarding difficulties with the dispute process.

On October 19, 2022, ************ submitted documentation to begin a dispute for a charge of $89.17 that she did not recognize. Dispute Case DS0415164 was created, and an email was sent with a Dispute Form, requesting that the form be returned with confirmation that the disputed transactions are accurate, that the personal information on the form is correct, that the reason for the dispute is selected, and that the form is signed, either physically or electronically. The email also advised ************ that a response was needed within ten (10) business days as well as options on how to submit the form by email and by fax. ************ was also advised to allow thirty (30) to ninety (90) days from the date we receive the filled-out Dispute Form for our investigation with the merchant(s) in question to be completed, as well as an explanation why the investigation takes that long. On November 10,2022, we received a phone call from ************ regarding an email she received advising that we are missing information. ************ was re-sent the requested documentation form on November 12, 2022, re-advising what was needed.

On November 18, 2022, the $89.17 that was mentioned in the Dispute Case was reissued onto a new gift card and sent to ************ via **** ************ may use the tracking number 1ZEW97930298020943 on the *** website at any time to check on the status of her replacement gift card. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:11/10/2022
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.
I purchased a bed from ********************** in ********** ******* back in July they promised that we would receive a $385 **** or MasterCard credit card as part of the purchase it took me from July to October to receive the cards and when I did receive the cards I was not able to use the cards at retailers as a promise so when I contacted the card issuer they said they could not see where there had been any declines on the credit card and they could not assist me this is going on for weeks finally I did get a response from a ****** r indicating that the cards were issued with the wrong CV code on the back so they would have to reissue the card I've not heard anything from them and this continues to be a problem even though I email and call I have the original cards but cannot use them and have not been reissued the replacement cards. The case number is CS 862-3377 the email address that I've been sending emails to is Ashleysupporteliterewards.biz. my phone number is ************ I'm looking for resolution on this situation as it is gone on for too long and responses are not acceptable from this company.
Business Response
Date: 11/16/2022
Tell us why here...November 16, 2022

Better Business Bureau
Complaint Case: 18384567

RE: *************************

Dear *****,

On November 10, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding ****** rebate gift cards that they could not use due to CVV issues. ********************** is the program manager for these gift cards.

On October 30, 2022, we received a phone call from ******************** advising that the three gift cards she received from an Ashley ********* rebate. Case CS8623377 was created, and ******************** was advised that we could not see any declined transactions or blocks on the cards in our records. ******************** was advised to attempt to use the gift cards on another purchase or to allow 24 hours before re-attempting to make the purchase.

On November 2, 2022, the gift cards in question were deactivated, and replacement gift cards were sent to ******************* after it was determined that there was an issue with the magnetic strip on the gift cards. Our records show that there have been successful transactions on the replacement gift cards. We sincerely apologize for any inconvenience [complainants name] *** have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/21/2022
I am still missing a ****** card. I have received cards ending in 7956...5619 and ****. Please place a stop on the missing card and reissue.
Business Response
Date: 11/21/2022
November 21, 2022

Better Business Bureau
Complaint Case: 18384567

RE: *************************

Dear *****,

On November 21, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding ****** rebate gift cards that they could not use due to CVV issues. ********************** is the program manager for these gift cards.

In looking into the Case referenced in the initial complaint, CS8623377, only three gift cards were reported. To better address this concern, please have ******************** contact the ********** Services phone number she used when CS8623377 was created so this may be properly addressed. We sincerely apologize for any inconvenience ******************* may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/21/2022

Complaint: 18384567

I am rejecting this response because: I have only received three replacement parts card ending in 7956-5619 and ******************************************************************************* the amount of $100

Sincerely,

*************************
Initial Complaint
Date:11/09/2022
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.
Tried using an expired giftcard to a restaurant. On the back of giftcard it said if expired, call and get a new card because funds do not expire. The guy on phone is not following instructions on back of card and is not issuing me a new card. The amount was for 40 dollars that is lost to this untrustworthy company. I called over a month ago and still have not received my refund and I've asked for a tracking number and nothing from them no replies about tracking number.
Business Response
Date: 11/10/2022
November 10, 2022

Better Business Bureau
Complaint Case: 18230119

RE: *************************

Dear *****,

On November 9, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding funds from an expired Happy Dining ****** gift card totaling $40 CAD that have not been replaced. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, *********** ******.

On October 11, 2022, we received a phone call from **************** advising that her Happy Dining ****** gift card had expired in July 2022 and requested that the funds be reissued onto a new card. Case CS8476628 was created, and a refund via physical check was offered instead of a replacement gift card. An email was sent to **************** at *********************** requesting proof of purchase, photos of the front and back of the gift card, and her full name and address. **************** was also advised within the email that we do not service gift cards sold at Wal-Mart,Rite *************** CVS, ****, or Dollar General, mentioning that if the gift card was purchased at any of those locations that she would need to return there to have the concern addressed by them. On October 12, 2022, we sent an email to **************** advising that we had not received the requested documentation. **************** responded with her address as well as advising that the card was given to her as a gift, and as such does not have the proof of purchase. On October 13, 2022, **************** was advised via email that the address she provided, ************************************, could not be located on the *********** website, and **************** responded the same day with a different address for us to use.

On October 18, 2022, *************** sent an email requesting an update, and on November 1, 2022, **************** was sent an email advising that her refund for $40 CAD has been approved and to allow thirty (30) business days to receive the refund as a four (4) by six (6)inch postcard. Our records can confirm that the refund check was sent as of November 2, 2022, and that the delivery timeframe has not yet lapsed. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/10/2022

Complaint: 18230119

I am rejecting this response because:
On Oct 11 when I called and spoke with ****** he said i would be getting my refund cheq 15 business days from then which has passed. I verbally gave him all my address needed over thr phone including my address.

Sincerely,

*************************
Business Response
Date: 11/14/2022
November 14, 2022

Better Business Bureau
Complaint Case: 18230119

RE: *************************

Dear *****,

On November 14, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding funds from an expired Happy Dining ****** gift card totaling $40 CAD that have not been replaced. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, *********** ******.

In researching this concern,we can confirm that **************** was advised via email on November 1, 2022 that the refund check in question may take up to thirty (30) business days from the date of issuance. We sincerely apologize for any inconvenience **************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:11/08/2022
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.
I purchased an item using a gift card with this company on August 20, 2022 for $37.87. I never received the item. I contacted Blackhawk Network they asked for proof of purchase, address and that I tried contacting the company I purchased the item from. I provided them with everything they asked for. The required me to resend the information approximately 6 times. The final time they said I had to send it in a specific format which they never mentioned before but I sent it the way they wanted which was September 25, 2022. I received an automated email stating they'd get back to me within 10 business days as normal. Then I never heard back from them and I even emailed about 3 more times since those 10 business days passed and I never heard back. They refuse to solve this issue.
Business Response
Date: 11/17/2022
November 17, 2022

Better Business Bureau
Complaint Case: 18377817

RE: *******************************

Dear *****,

On November 9, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding the dispute timeframe concerning Dispute Case DS0393912.

On September 9, 2022, we received an email from ****************** with a Dispute Form, order confirmation, and shipping information for merchandise that has not been received. Dispute Case CS0393912 was created, and a response to ****************** was sent, requesting documentation that an effort was made to contact the merchant including the date of contact, the name of the person that was contacted, the method of contact (phone, email, etc.), the response from the merchant in question, the address where the merchandise was supposed to be delivered, and the expected delivery date, as well as advising that a response was needed within ten (10)business days so our research could be completed. ****************** responded the same day, advising that screenshots had been provided previously. On September 13, 2022, a follow up email was sent requesting proof that ****************** attempted to contact the merchant. ****************** responded the same day with photos verifying that attempts were made via email and by phone. On September 19, 2022, ****************** responded with screenshots, advising that the phone calls attempted were made on that date. On September 25, 2022, an email was sent to ****************** requesting more detailed information regarding the date, time,contact name, response, and expected delivery date. ****************** responded the same day advising that no expected delivery date was provided by the merchant.On October 6, 2022, an email was sent to ****************** requesting a copy of the purchase order or confirmation. ****************** responded the same day with a photo of the order confirmation email. ****************** requested an update on October 20,2022, advising that the charge had been removed from her card but the refund was not applied.

As of November 14, 2022, we have processed a chargeback with the merchant to attempt to recover the funds.In accordance to the rules set forth by the card network, the merchant in question has until December 14, 2022 to respond with documentation supporting the validity of the charge. If the merchant does not respond, or the documentation they provide is insufficient to support the charge, the funds will be reverted onto the gift card account and ****************** will be advised via an email within the Dispute Case. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/18/2022
I am satisfied with the response from the company. Thank you.
Initial Complaint
Date:11/07/2022
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.
My son was given a gift card for his birthday and we are unable to use it. I called the number and the reps were not able to provide any information regarding balance and why I am not able to use it. I have the card in hand and they were not able to process it with just the names of the potential purchasers. I believe the gift card came from one of is grandparents, *********************, ***************************, *****************************, *****************************. However, I am expected to figure it out in order to receive the balance. If I have the gift card in hand, that does not seem to be correct since it is not letting me use it. My internal case number is CS8686691 and I spoke with ******* on 11/7.
Business Response
Date: 11/17/2022
November 17, 2022

Better Business Bureau
Complaint Case: 18371849

RE: *********************************

Dear *****,

On November 7, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding a **** gift card for which no information could be provided due to being unable to verify the information associated with the card itself. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.

On November 7, 2022, we received a phone call regarding the gift card ending in ****. At that time, ********************* could not authenticate ownership of the gift card according to our policies. ********************** was contacted by a Supervisor, who left her a voicemail on November 11, 2022 advising that we would be processing a chargeback for $49.96 to address a fraudulent charge that ********************** reported. The merchant in question has until December 8, 2022 to provide supporting documentation to show that the charge is legitimate. A separate email will be sent to ********************* advising of the final disposition. We sincerely apologize for any inconvenience [complainants name] *** have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/22/2022

Complaint: 18371849

I am rejecting this response because:
The company has my case mixed up with someone else. I did not report any fraudulent charges. They have still not resolved the gift card situation. My child received it for his birthday and he is unable to use it even though we have the card in our possession. I would like another call from the company.

Sincerely,

*********************************
Business Response
Date: 11/22/2022
Tell us why here...November 22, 2022

Better Business Bureau
Complaint Case: 18371849

RE: *********************************

Dear *****,

On November 22, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********************************* regarding a **** gift card for which no information could be provided due to being unable to verify the information associated with the card itself. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.

For security purposes we cannot divulge to whom the gift card *** be associated in our database. To ensure proper safety and security, anyone who calls to request information regarding a gift card must be able to provide information associated with the card itself. Because ********************** was unable to provide information that matches what we have on file for the gift card in question, we were unable to advise her in regard to any balance or transactions that *** or *** not have occurred on the card itself. ********************** mentioned that the gift card was a gift; if that is the case, it is possible that the person who had it in their possession prior to gifting it is the person to whom it is registered. If possible, we recommend that ********************** reach out to that person to inquire further. We sincerely apologize for any inconvenience ********************** *** have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/23/2022

Complaint: 18371849

I am rejecting this response because:
I have the card in hand. The company refuses to contact the purchaser or give us credit for the card. The matter is absolutely resolved. What are the next steps? There seems to be none. I am totally unsatisfied.

Sincerely,

*********************************
Initial Complaint
Date:11/05/2022
Type:Sales and Advertising 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 have a Best of Family Fun gift card for 25 dollars. I attempted to use it in August 2022. It would not work, perhaps because the magnetic strip was defective. I called customer service ************) on August 30, 2022. The gentleman indicated that a replacement card would be sent within 15 business days. It never arrived. (I have **** informed delivery service, which shows the mail that is coming to my home every day. I did not see that any piece of mail did not arrive that had been listed on the **** informed delivery email.)On November 4, 2022 I called the customer service number and was informed that the original card had been inactivated and expired. I asked where the new card was and the agent could not tell me when it was sent nor any other details about it. He said I would have to find the receipt and then go through a process to have my money refunded, but that would entail a fee. I indicated to him that I do not keep receipts for months and that I had in my hand the original card and he had my information from August, so a receipt seemed unnecessary. He continue to Stonewall as I asked him if he had a record of a new card. He insisted that I find my receipt.
Business Response
Date: 11/23/2022
November 23, 2022

Better Business Bureau
Complaint Case: 18362486

RE: *************************

Dear *****,

On November 5, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a replacement gift card for a damaged ********** Best of Fun gift card that had not been received.

On November 4, 2022, we received a phone call from ******************** advising that her replacement gift card had not been received. Case CS8666730 was created, and ******************** was advised that in order to have a refund check sent to her, Proof Of Purchase was required as a security precaution. Case CS8666730 was closed on November 8,2022.

On November 14, 2022, a refund request was submitted on ************************ behalf, and confirmation was received on November 22, 2022 that a $25 refund check will be issued to ******************** on November 30, 2022 as a four (4) by six (6) inch postcard to the address provided in this complaint. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 11/24/2022
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. This acceptance is contingent upon my actual receipt of the refund. I will let you know if I do receive it and it is able to be used. Thank you.

Sincerely,

*************************
Initial Complaint
Date:11/04/2022
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.
September 17 2022, Blackhawk sent me an email advising me of irregular activities on my virtual pre-paid card and that they issued me a new pre-paid card. Upon checking my online account, I found 4 fraudulent charges totaling $92.89. I was told I need to file a dispute claim and wait up to 90 days for their investigation. I was told they have no idea how the pre-paid card was comprised, so I provided all the requested info and have been awaiting the outcome of the process.November 4 2022, Blackhawk sends me a letter saying that I am a victim of a data breach with their prepaid credit card system. My name, email, mobile number, card #, exp date, and ccv was compromised. The breach occurred Sept 4th and the fraudulent charges occurred right after the breach.They lied to me, they knew my card was compromised on their end and they made me go through their dispute process so they can wait for the vendors to respond and take up to 90 days. They waited 2 months before advising me of the data breach and my compromised information. I still had the original password on their site.I ask Blackhawk to immediately place the $92.89 back on the prepaid card so that I may use it and conclude all business with them. I do not want to wait for them to go through 90 days of investigations, they are at fault, they had the data breach, they knew my card was comprised as they replaced it before even emailing me! They know the charges are fraudulent and were disingenuous to treat it as a random act and make me go through a lengthy and laborious process.By providing me with the funds that were stolen, I do not waive any rights to any future settlements as a result of the data breach.
Business Response
Date: 11/14/2022
Tell us why here...November 14, 2022

Better Business Bureau
Complaint Case: 18361670

RE: *************************

Dear *****,

On November 5, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding the dispute timeframe for fraudulent transactions totaling $92.89 on a Virtual Achievers MasterCard gift card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.

On September 17, 2022, we received a phone call from ************************* advising that the transactions totaling $92.89 were not recognized. Dispute Case DS0399684 was created, and an email was sent on September 19, 2022 with a Dispute Form, requesting that the form be returned with confirmation that the disputed transactions are accurate,that the personal information on the form is correct, that the reason for the dispute is selected, and that the form is signed, either physically or electronically. The email also advised ******** that a response was needed within ten (10) business days as well as options on how to submit the form by email and by fax. ******** was also advised to allow thirty (30) to ninety (90)days from the date we receive the filled-out Dispute Form for our investigation with the merchant(s) in question to be completed, as well as an explanation why the investigation takes that long. A follow-up email was sent on September 26,2022, re-requesting that the documentation be sent so we may begin our investigation. The requested documentation was received as of September 26,2022, and an email was sent to ******** on October 11, 2022, advising that we were still working with the merchant in question to address this concern.Follow up emails were sent on October 21, 2022, and October 31, 2022, advising that our investigation with the merchant was continuing

On November 11, 2022, an email was sent to ********, advising that a credit of $92.89 was applied to a new gift card ending in ****. As of todays date, the gift card in question retains the balance of $92.89 that was credited. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Blackhawk Network Holdings, Inc. is BBB Accredited.