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
- 1,125 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:10/21/2022
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 a $100.00 **** gift card at my wedding as a wedding present. I go to use the gift card on our honeymoon and it gets declined and then carefully look at the card and realize that four digits are scratched off. The card has been tampered with. I have been in contact with BHN customer service since August of this year trying to get a replacement card. They are explaining to me that I need to have a proof of purchase for them to re-issue my card. However, this was given as a wedding gift and I had over 300 guessing my wedding. It is impossible to track down the proof of purchase We are now in October and the same processes keep happening over and over. I get nowhere with them.
Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau
Complaint Case: 18296532
RE: *********************
Dear *****,
On October 21, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a **** gift card that appears to be tampered with and therefore could not be used.Blackhawk is the program manager of these gift cards on behalf of the issuing bank, MetaBank.
On August 9, 2022, we received a phone call from ****************, advising that the gift card he received ending in **** may have been tampered with. Case CS8028653 was created, and an email was sent to ********************* requesting photos of the front and back of the gift card in question, a photo of the proof of purchase, a copy of his photo ID, and a mailing address. On August 10, 2022, **************** responded, advising that he did not have the proof of purchase due to receiving the gift card as a wedding gift. A response was sent on the same day, requesting that **************** reach out to the purchaser to obtain the proof of purchase. **************** responded the same day advising that because it was a wedding gift, he could not determine who gave him the gift card. Case CS8028653 was closed due to *************** not being able to provide the Proof of Purchase.
On October 26, 2022, a replacement gift card ending in **** was sent to **************** with a balance of $100. **************** may track the status of the delivery of this gift card by using the tracking number 1ZEW97930295496927 on the *** website, www.ups.com,at any time. 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:10/18/2022
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.
Received online card from their website myprepaidcenter.com that did not work. They charged me $3 to mail me a physical one that stated on the terms it came with $0 card fee. When I got it had to be activated but already was and had $0 balance, had already been spent in a country that uses GPY currency. My statement is missing charges, the balance does not add up with charges shown. I contacted Blackhawk Network to resolve this and their numbers for the money spent- not a single one is the same as what is on my statement. Also the cardholder agreement states to report unauthorized charges within 60 days or they don't have to do anything, auto phone system tries to get you to hangup rather than report, then tells you you need to wait ***** days before reporting. In essence making it to late. That is acting in bad faith as far as I can tell. I could not activate a card when I did not have the numbers do to it still being in the mail, so no way I could spend all the money. My statement numbers and theirs do not match at all, they have not replaced the funds even though they are at fault since they were the only ones in possession of the data to use/activate the card.I have ms, I am sick. this is so frustrating. I live on $1040 a month rent is $700 a month. They are at fault, won't just solve the issue. This is fraud I think. How does their posted charges to the card and mine not match? How come there are charges missing on my statement from their site? The numbers do not add up. Well I am attaching the form I had to fill out twice, for no reason. After the form is me explaining the Issue. Please take a moment and read that, there are pictures in it to show the evidence of what I am saying. I know it's very little money to you, maybe you can have a good laugh. Everyone gives up on such little money or waits over 60 days and forgets or their claim is denied due to past the day limit. How often does this happen? Legal responsibilities for a bank?Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau
Complaint Case: 18241111
RE: ***************************
Dear *****,
On October 18, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding unauthorized charges totaling $30 on a MasterCard gift card ending in **** as well as the dispute process we use to investigate such charges.
On October 6, 2022, we received a phone call from ******************, advising that charges on his gift card were unauthorized. Dispute Case DS0410396 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. We received a response on the same date, with the Dispute Form attached to the response. An email was sent to ****************** in response on the same date,confirming that the documentation he sent was received. However, upon inspection of the returned Dispute Form, it appears that multiple reasons were selected in the Dispute Reason category; namely, Unauthorized Charge and Other.On October 17, 2022, an email was sent to ******************, advising that while we received a Dispute Form, it was not filled out correctly. On October 18, 2022,****************** responded, disagreeing with the timeframe for our investigation as well as advising that there were charges that were incurred that were not reported in our email.
On October 24, 2022, ***************** was sent an email advising that the Dispute Form that was sent needed to be re-done, ensuring that one dispute type and ONLY one dispute type be chosen on the form and returned so our investigation could begin. As of October 27, 2022, we have not received the Dispute Form with the correct dispute type.Once our Dispute Team has received the Dispute Form with the correct dispute type, we will begin our investigation as mentioned previously. Until the Dispute Form is corrected and received, we cannot proceed with our investigation with the merchant or merchants in question. 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:10/17/2022
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.
***** the perfect gift" gift cards are actually the worst gift and the biggest scam going. Once given this card, you have to register it online to use it, which they charge you anywhere between 5 and 20 dollars to do, depending on the amount of your "gift" card. Once you do that, they continue to take $3 from your card every single month that you don't use it. Now that your balance is depleting secretly while you own this card, the next time you go to use it, half your money will be gone. They just hope you forget to use it and take all your money from your "gift". On top of that, the card does NOT work on any normal straight forward and verified websites to purchase things. They say declined every time. And when you call **** to ask why, they say, it says this is a reoccurring payment you're making, which it is NOT. When you tell them that they say we'll that's what it's prompting our system to say, and there's nothing we can do about it. So, now you can't use your card anywhere online, and they won't help you bypass any of that. I was trying to make a purchase on the yeti website, to simply buy a tumbler cup, and **** the perfrct gift refused my payment saying that it's not a one time purchase, which is completely false. This card is the biggest scam I've ever seen going. They take your money slowly and don't allow the card to work on websites that it easily should. These cards SHOULD NOT exist. People don't get to use their gifts and they rob their money, because they are unregulated thrives. Disgusting.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau
Complaint Case: 18228635
RE: ***************************
Dear *****,
On October 17, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding Perfect ********* gift card that was being declined at multiple locations.
On October 17, 2022, an email was sent to ********************, requesting photos of the front and back of the gift card as well as any **************** or Dispute Cases she may have received from us so we could research what options were available. ******************** responded,declining to provide photos of the gift card. We responded to ******************** on October 17, 2022, advising that we were asking for the gift card information so we could determine what options were at our disposal to assist and empathizing with her frustration and concern regarding this request. As of October 25,2022, we have not received any further correspondence to address this on *******************' behalf. Because we are unable to locate any record of ******************** contacting us to address this previously, we are at an impasse regarding what we can do. 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: 10/26/2022
Complaint: 18228635
I am rejecting this response because:Nothing has happened. These cards should be extinct the way the rob people.Why would I send my card number out if it's still active?What if they steal the rest of my amount that's on it?
Sincerely,
***************************Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau
Complaint Case: 18228635
RE: ***************************
Dear *****,
On October 26, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *************************** regarding Perfect ********* gift card that was being declined at multiple locations.
We have requested photos of the front and back of the gift card as mentioned previously to research what options are available, up to and including devaluing the card and reissuing the funds onto a different **** gift card type. We empathize with Ms. ***************** as well as her concern regarding the balance and use of the gift card in question, and wish to assist in any way we can. 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:10/13/2022
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 gift card from my employer for Christmas which was stored until needed. It has the **** logo and I know **** logo cards last 5 years so I waited to use it. Today I am told it is a "rewards" card and cannot be used as it expired a few months after we received them. Considering the climate of the healthcare system and the realities of COVID I would be absolutely appalled to find out you keep the money the hospital paid for its employees. I tried to get information from customer service but he could not answer any of my questions. Please confirm if the money was returned to my employer or if your company keeps the funds of hardworking healthcare workers.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau
Complaint Case: 18208275
RE: *********************************
Dear *****,
On October 13, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding a **** gift card that could not be used due to the funds having been removed.Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On October 13, 2022, an email was sent to ********************, requesting photos of the front and back of the gift card itself as well as any **************** Cases she may have received from us previously to address her concern. On October 17, 2022, we sent a second request for this info, at which time we received a response with photos of the gift card in question.
The type of gift card that was provided does have a clear expiration date of May 2021; this is at the request of the program provider for these gift cards to ensure the funds are used quickly, as they are not meant to be held onto for an extended period of time.As a one-time courtesy, on October 18, ****************************************************** ****, with the card being sent on that date. ******************** may check on the status of the delivery of this gift card by using tracking number 1ZEW97930293733101 on www.ups.com at any time. ******************** should be advised that, once shipped, delivery is up to *** to address, any changes to the expected delivery time for any reason will be upon *** to address. 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
******************************************************** us why here...Initial Complaint
Date:10/12/2022
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 $50 gift card from ********** sometime early 2022, along with a few other gift cards around the same time in preparation of a vacation. I get back from the vacation having only used a few of my gift cards and go online to check my balances and find this particular card had a charge on it in at a Wal Mart I have never been to in a different state than I was staying at the time. Blackhawk network has done little to nothing but string me along for a few months and then they tell me my claim has been denied with no information about any kind of documentation or anything other than maybe they just took Wal Marts word for it. I don't know because Blackhawk does not provide that, they just say claim denied, move along. What a crock of you know what. They say it's transaction # DCT1007027 , case # DS0385716 .Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau
Complaint Case: 18203183
RE: *******************
Dear *****,
On October 12, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding charges totaling $27.85 on a **** gift card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On August 13, 2022, we received a phone call from ************** to report unauthorized activity on his gift card. Dispute Case DS0385716 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 his/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. Because of the nature of the complaint, a replacement card ending in **** was generated and sent to ************* as a courtesy. On August 17, 2022, a follow-up 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 his/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. On August 19, 2022, we received photos of the front and back of the gift card, a photo of his voter's registration, and photos of an Amazon purchase. On August 23, 2022, an email was sent to **************, advising that we had received the requested information and to allow a minimum of thirty (30) days for the merchant involved with the dispute to provide documentation supporting the charge. On September 20, 2022,we received an email from ************** asking about any updates to the Dispute Case, and on September 21, 2022, an email was sent to **************, advising that we were still working with the merchant to resolve this dispute.
On October 11, 2022, a decision was reached, and our investigation was concluded. Because the merchant could not adequately provide proof of the legitimacy of the transaction, a credit of $27.85 was applied to the gift card ending in **** and an email was sent to ************** advising him of our decision and the application of the credit. As of October 13, 2022, our records show that the available balance on the gift card ending in **** is $50 and may be used at any online or physical merchant who accepts **** gift cards and **** debit cards as a method of payment. 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: 10/14/2022
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:10/11/2022
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 purchased this prepaid card and never used it for any purchases. Someone stole the entire amount of $500.00 off this card and I have filed all the necessary paperwork for the dispute but I have been waiting almost 2 months to get my money back. It only took one day for whoever to steal my money so I don't understand why it is taking so long for me to get my money back. This is so upsurd, I need this money extremely bad. Please help meBusiness Response
Date: 10/21/2022
October 21, 2022
Better Business Bureau
Complaint Case: 18161868
RE: ***************************
Dear *****,
On October 11, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding the timeframe we employ as a part of our Dispute process concerning potential fraudulent charges.
On August 19, 2022, we received a phone call regarding fraudulent charges on **************** gift card.Dispute Case DS0387451 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 his/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, and to allow thirty (30) to ninety (90)days from the date we receive all required documentation for the investigation to be completed. On August 20, 2022, we received the requested information except for a photo of the back of the gift card in question as well as confirmation that the disputed transactions are listed correctly, and on August 22, 2022, an email was sent to ************ advising her that we needed a photo of the back of the gift card so our investigation with the merchant could commence. ************ provided the photo of the back of the gift card on August 22, 2022, and we received the filled-out Dispute Form on August 26, 2022. On August 31, 2022, an email was sent to ************, confirming that the requested documentation was received and reiterating to allow thirty (30) to ninety (90)days from the date that all the requested documentation is received for our investigation to be completed with the merchant. On September 11, 2022 an September 22, 2022, an email was sent to ************, advising that we were still actively working with the merchant to address and resolve her dispute.
As of October 21, 2022, we are continuing our investigation with the merchant, and will email ************ once our investigation has been completed with our final resolution and disposition regarding her concern. 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:10/08/2022
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.
Friends gifted me a $20 gift card from happy cards. One of the advertised merchants on the gift card is at GameStop and it's been declined at two different locations. And this is following their instructions on their website.I've called the customer service, and had 4 different interactions via customer service email. I've been ignored twice after giving them additional information, or they gave me a generic reply and closed the case. They sold a gift card with false advertising on it, and ignored any of my emails trying to resolve this problem.Business Response
Date: 10/18/2022
Tell us why here...October 18, 2022
Better Business Bureau
Complaint Case: 18186798
RE: *********************************
Dear *****,
On October 8, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding a Happy Teen gift card that was being declined at multiple locations. Blackhawk is a third-party vendor for these gift card types.
On October 6, 2022, we received an email via the Online Contact Form regarding a gift card that could not be redeemed at a GameStop merchant. Case CS8439952 was created, and a response was sent requesting the card number, the value on the card itself, and the expiration date if it was visible. We received ************************ response with the requested information on the same date, and our research at the time had determined that the merchant attempted to redeem the gift card for a higher value than the available balance on the gift card. ******************** was advised to have ther merchant use the gift card for only the available balance and to use other means to complete any transaction. On October 6, 2022, ******************** sent another email within our Online Contact Form, advising that the attempted transactions were declined by the GameStop location. Case CS8442646 was created, and a response was sent requesting the card number, the value on the card itself, and the expiration date if it was visible. On October 6, 2022, ******************* sent an email within Case CS8439952, requesting confirmation that the gift card can be used at GameStop. On October 7, ******************** submitted another email via our Online Contact Form, advising that there were continuing to be roadblocks with redeeming his Happy Teen gift card at a GameStop location. Case CS8448871 was created, and a response was sent requesting the card number and photos of the front and back of the gift card. On October 8, 2022, we responded to ******************** within Case CS8439952, confirming that the gift card in question may be used at GameStop and recommending that the location process a Split Payment, using the gift card for $20 worth of the balance and an alternate method of payment for any remainder. On October 9, 2022, an email was sent to ******************** within CS8439952, advising that his concern would be addressed further within Case CS8442642. This email was sent again on October 11, 2022, within Case CS8439952, as well as an email advising that a refund would be processed due to the extended nature of ************************ concern with the Happy Teen gift card. However, because ******************** was given the gift card as a gift, a proof of purchase was not available to process a refund.
On October 15, 2022, a refund was offered within CS8448871 as a one-time exception due to being unable to convert the funds from the gift card onto a different gift card, and *********************** full name and address was requested. ******************** responded the same day with the requested information, and on October 17, 2022, an email was sent to ******************** confirming that a refund for $20 will be sent to him via a four (4) by six (6) inch postcard and to allow fifteen (15) business days from the check issuance date for the check to arrive. 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:10/07/2022
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.
My name is ******************************************. My sister ************************* bought me a $100 **** gift card 11/24/21 as a Christmas gift.I attempted to use the $100 **** gift card for the very first time 6/22/22. It was in the original package which had never been opened before then. The cashier tried several times to process the card. It would not process. I gave the card to my son, ****** ******* who immediately called the number on the card which started the process to try and find out what happen. He was informed that there was $0 balance on the card as it had been used. The case number assigned # CS7681603. The 0 balance was in question as again the original packaging was never opened and card not used by me before 6/22/22.All correspondence except for one call by me was done by my son, ****** ******* by my request for continuity from the initial call 6/22/22.Further information was requested to be provided front and back of card, front and back of packaging, and copy of my ID. My son initially submitted the requested information 7/1/22 and subsequently several times as it was continually requested,An email dated 7/5/22 from BHN customer service noted review of card information - realized that the transactions were out of the 60 day time frame; that they had 2 cards on the receipt and would like to know more about the situation were the cards lost or stolen or you had been a victim of a scam.An email 7/6/22 from BHN customer service noted then that the case ********* was resolved regarding my lost /stolen card. It noted that balance was redeemed and to learn more about transactions details to contact ************. In the case that the charges were not recognized that a representative will guide through dispute process and that case is being closed on customer side.My son started the dispute process about 7/26/22 as well giving permission for me to receive communication from then on. He was to receive an email follow up. To date he has not received anything. nor I.Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau
Complaint Case: 18181274
RE: ******************************************
Dear *****,
On October 7, 2022, Blackhawk Networks (Blackhawk) received a complaint ****************************************** regarding fraudulent transactions totaling $100 on a **** gift card ending in **** that were past the dispute timeframe. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On June 22, 2022, we received a phone call from ****** ******* advising that the gift card was used by someone other than themself. ****************** was advised that as of that date the transactions are past the sixty (60) day reporting timeframe as mentioned in the Terms and Conditions for the gift card. On July 1, 2022, ******************************* called to begin a dispute on the transactions in question. Case CS7681603 was created, and ****************** was advised that only the cardholder can begin the dispute process. On July 7, 2022, ****************** called regarding Case CS7681608.****************** was advised that the transactions in question were posted to the account longer than sixty (60) days before the time of the call. On July 27,2022, we received a phone call from ****************** regarding the charges on the gift card. Case CS7681603 was created, and ****************** was advised that the funds could not be retrieved due to the request being past the allowed timeframe.
As a one-time courtesy, we have reissued the funds in question onto a new gift card ending in ****. ****************************** may track the delivery of this new gift card by using tracking number ***************** on www.ups.com at any time. 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:10/05/2022
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.
Hi. On October 1 2022 I brought 2 reloadit cards. Each one is worth 300$. I tried to open a reloadit safe account and not able to. I contacted customer service and they arent helping me at all. I have seen that there are complaints that been sent to you guys about this scam, but you guys refused to take that company down. Right now there are Americans purchasing these reloadit cards and arent able to get they money. How can I get my money back?Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau
Complaint Case: 18174009
RE: ***************
Dear ********
On October 6, 2022, Blackhawk Networks (Blackhawk) received a complaint from **** *** regarding roadblocks she is encountering with setting up a ReloadIT account. Blackhawk is the program manager for ReloadIT-related issues.
Ms. *** was provided troubleshooting steps to log into her account. Later the same date, Ms. *** called and reported issues with creating an online account. Case CS8404867 was created, and Ms. *** was sent troubleshooting instructions including confirming the email address used to access the account, logging in using a desktop or laptop computer, ensuring the operating system that is being used is running the most current version of the Chrome browser, closing all other tabs except for the one that is currently being used for ReloadIT, clearing all browser history and cookies, and closing the browser and reopening it to re-attempt to log in. Ms. *** was also offered a refund, and a copy of the proof of purchase for the ReloadIT pack, a photo of the front and back of the pack itself, an image of her ID, her mailing address, and her full name was requested. A follow-up email re-requesting this information was sent on October 3, 2022, and on the sme date Ms. *** called to advise that she was encountering roadblocks with creating an online safe. An email re-requesting her information was sent,and Case CS8404768 was closed October 4, 2022. Ms. *** called on October 4,2022, within Case CS8404867 requesting that her request be escalated. An email was sent to Ms. **** re-requesting photos of the front and back of the ReloadIT pack, a proof of purchase, a photo of **********' ID, and her mailing address as well as advising of the option to have a refund sent via bank transfer and requesting the ***************************** account and routing numbers, the **** and a bank letter to be sent separately should Ms. *** wish to have the refund deposited directly into her account. On October 5, 2022, Ms. *** called to confirm that she wanted a bank transfer for her refund, and she was advised that one would be requested. Ms *** was advised that it would take one (1) to two (2) business days to be approved and another three (3) to five (5) business days for the process to be completed from the time we received her bank information. On October 5, 2022, we received an email from Ms. *** with the requested information. A confirmation email was sent on the same day, advising that the documentation has been received and to allow one (1) to two (2)business days for a resolution to be provided. On October 10, 2022, Ms. *** requested an update to the resolution to her Case. Ms. *** was advised that we were continuing to address the refund request, and on October 11, 2022, an email was sent to Ms. *** confirming that a transfer of $600 would be processed into the bank account she provided and to allow one (1) to two (2) business days for the transfer to be processed. On October 14, 2022, Ms. *** called to check on the status of her transfer, and she was advised that the request was still being addressed. On October 17, 2022, Ms. *** called as well as sent an email to inquire about the status of her transfer. Ms. *** was advised that the request was being processed by our accounting team.
On October 19, 2022, Ms. *** was advised via email that a letter from her bank on official letterhead was needed in order to complete the transfer of the funds. Ms. *** called on the same day, requesting that the refund be sent by check instead due to the extended response time for the bank transfer. On October 21, 2022, Ms. *** was advised within Case CS8404867 that her refund check would be issued on October 26, 2022 in the form of a four (4) by six (6) inch postcard. 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,
***********************
Blackhawk Network
Regulatory Complaint Specialist
***** ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:10/04/2022
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.
Notice this is a $200 card and the balance immediately goes to 199.Upon receiving the card, the fraudulent charges where almost immediate. All that apple.com stuff is a complete scam, I don't and would never use anything from apple. I have android.Business Response
Date: 10/14/2022
October 14, 2022
Better Business Bureau
Complaint Case: 18166533
RE: *******************************
Dear *****,
On October 4, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding fraudulent charges totaling $103.87 on a **** card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On October 3, 2022, an email was received from ******************** disputing the charges made towards his gift card. Dispute Case DS0409046 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 his/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, and to allow thirty (30)to ninety (90) days from the date we receive all required documentation for the investigation to be completed. The requested documentation was received on October 4, 2022.
On October 13, 2022, a response was sent to ********************, advising that the merchant in question has issued a credit for the $103.87 and a new gift card ending in **** was sent as a security precaution. 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
****************************************************
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