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:10/03/2022
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 got a Reloadit card. It will not let me create a safe account to get my money out. When I asked they said they need my bank international and they will transfer me money in 1-3 days but they need my bank information and a copy of my id. I did not trust this because a bank transfer does not take 1-3 days this is the biggest fraud I have ever seen!!
Business Response
Date: 10/20/2022
October 21, 2022
Better Business Bureau
Complaint Case: 18161868
RE: *****************************
Dear *******,
On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding roadblocks with creating an online ReloadIT account.
On October 2, 2022, we received a phone call from **************, advising that she did not receive the confirmation email to set up her online ReloadIT account. Case CS8406996 was created, and after confirming that basic troubleshooting had been done, an email was sent to ************** with troubleshooting steps including closing all browser tabs,clearing the browser cache and cookies, closing the browser and re-opening it,and ensuring that the browser is running the most recent version. We also offered ************** a refund for the ReloadIT pack she had purchased and requested a photo of a proof of purchase for the pack, a photo of the front and back of the pack in question, her full name and address, and confirmation that she would like us to process a refund. On October 3, 2022, ************** called to inquire why we could not load the ReloadIT pack into her online account on her behalf, we advised that we could not do so due to security reasons. A refund was re-offered to **************, but she declined a physical check due to the delivery timeframe. We offered to expedite the delivery of the refund check as well as a manual bank transfer, all of which ************** declined at that time.Case CS8406996 was closed on October 3, 2022.
On October 14, 2022, an email was sent to ************** at ***************************** requesting photos of the front and back of the ReloadIT pack so we could investigate what options were available to her. As of October 20, 2022, we have not received any response to our request. We would like to offer any assistance we can to ************** regarding her concern; to that end, we ask that she contact the phone number on the ReloadIT pack directly so we *** provide any insight that *** be available.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
****************************************************Initial Complaint
Date:10/03/2022
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.
**** PREPAID GIFT ****. THE **** HAS AN EXPIRY DATE OF 05/23 FOR $ 50.IT WAS DECLINED. WHY SHOULD THERE BE ANY EXPIRATION DATE OR UNUSED TRANSACTIONS WHEN **** WAS PAID FOR THAT DOLLAR AMOUNT? I WAS TOLD BY SEVERAL RETAILERS THEY RUN INTO CUSTOMERS HAVING AN ISSUE OF THE **** EXPIRING DUE TO A MONTHLY FEE AFTER IT'S ACTIVATED.I WONDER HOW MUCH MONEY **** PROFITS FROM THIS SCAM? AND SAD THAT SOMEONE'S HARD EARNED MONEY HAS BEEN ABUSED. THROWN OUT THE WINDOW.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau
Complaint Case: 18155748
RE: ***********************
Dear *****,
On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a **** gift card that was declined due to the expiration date of May 2023 having lapsed. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank
On October 6, 2022, we sent ************** an email, requesting photos of the front and back of the gift card in question so we could investigate this issue. On October 8, 2022, we received a response,advising that ************** called our **************** phone number and was advised that the balance was reinstated with a new expiration date of May 2023.************** confirmed that she was indeed able to use the gift card. We sincerely apologize for any inconvenience Ms. ***************** 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:10/03/2022
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.
On 10/2/2022 I purchased a reloadit pack for 240 dollars at a ********************* only to follow the steps so i may take the added funds and transfer them to a prepaid card to pay my electricity bill because it will be disconnected this morning. *** tried every way to set up a account with zero success ive done some quick research and to my surprise this scam has been successfully taking peoples money with little to no cooperation with customer support. What ever the reason is for tolerating this poor excuse of a business is just beyond me. I work from home mainly online and have the most important project of my career riding on the next three days now not only am I at risk of loosing my livelihood but the food out of my family's mouth too boot. Reason being I invested in raising a cow for ********* which recently involved me having to purchase two deep freezers for the storage of nearly 500 pounds of meat that will be a complete loss. If the criminals who have been allowed to make a mockery of any and every trusting customer cant find a way to release what they have deceptively stolen from me then am I just suppose to watch helplessly as my life deteriorates.Business Response
Date: 10/20/2022
October 21, 2022
Better Business Bureau
Complaint Case: 18157755
RE: *********************
Dear *******,
On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding ReloadIT funds that they could not access. Blackhawk is the program manager for ReloadIT concerns.
On October 14, 2022 and October17,2022, we sent an email to ********************* requesting photos of the front and back of the ReloadIT pack in question so we could research any options that *** be available. As of October 320, 2022, we have not received any response to our request. We invite ********** to reach out to the telephone number on the back of the ReloadIT pack and a representative will be happy to provide any insight we *** have. We sincerely apologize for any inconvenience ********** *** 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:10/02/2022
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.
On 09/30/2022 I purchased a reloadit card for $150 from Food Lion in ******, **. I have been unable to set up an online account to transfer funds from that card to my personal prepaid debit card. Ive called customer service and they keep telling me the same thing over and over which is not helping. I used this method years ago and didnt really have any issues until now and thats why I decided to purchase the card. I need help and a refund because that money is needed.Business Response
Date: 10/17/2022
Tell us why here...October 17, 2022
Better Business Bureau
Complaint Case: 18156994
RE: *******************************
Dear *******,
On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding roadblocks she was encountering with setting up a ReloadIT online account. Blackhawk is the program manager for these gift card packs.
On October 13, 2022, an email was sent to ****************, requesting photos of the front and back of the ReloadIT pack in question. On October 14, 2022, we received a response from ****************,advising that she was able to access her funds after repeated attempts. 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:10/02/2022
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.
On September 6,2022 I purchased a gift card in the amount of $24.95, after purchasing the gift card I changed my mind (I never used the gift card), I asked the company to please refund my money (please see email correspondence). On September 7, 2022 giftcards.com responded to the email and said they refunded the $24.95 to my card that was used to purchase the gift card. It is now October 2, 2022, and still no refund. I have sent multiple emails and phone calls to the company and they reply with, the refund has been issued, contact your financial institution. I did contact my financial institution multiple times as well, and they said, no refund has been issued. What infuriates me the most, it takes these companies one second to take your money, but when there is an issue and your due a refund it takes them forever to give the money back. It shouldnt be taking almost a month to get my money back. I never used the gift card and I would like my money refunded back to me. The gift card was deactivated and the money is owed back to me. Please see the attached transaction and the email correspondence. I appreciate your help with this matter. Thank you!Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau
Complaint Case: 18156723
RE: ***************************
Dear *****,
On October 2, 2022, Blackhawk Networks (Blackhawk) received a complaint *************************** regarding an order placed on Giftcards.com that had not been refunded. Blackhawk is a third-party vendor for orders placed on the Giftcards.com website.
On September 6, 2022, we were contacted through the Online Contact Form for Giftcards.com by *******************requesting that order ******** be canceled. Case CS8216933 was created, and an email was sent advising that a refund request would be submitted and to allow three (3) to five (5) business days for the refund request to be processed and that the funds from the canceled order would be credited back to the method of payment used for the order within three (3) to six (6) business days from the date the refund is processed. We received an email from ****************** the same day, confirming the refund request. On September 7, 2022, we sent an email to ******************, letting her know that the refund has been issued for $24.95 and to allow three (3) to six (6) business days for the funds to be credited to the method of payment used to place the order, depending on her financial institutions policies. On September 20, 2022, we received a response within Case CS8216933, advising that the refund had still not been received. Because Case CS8216933 had been closed on September 10, 2022, a new Case, CS8323919,was created and an email was sent to ****************** verifying that the order had been refunded. ****************** was advised to contact her financial institution for further review. Case CS8323919 was closed on September 25, 2022. On September 27, 2022, we received a phone call from ******************, stating that the funds had not been placed back onto the payment method used to place the order. On September 30, 2022, we received an email from ****************** advising that the funds from the order still had not appeared on the payment method used to place the order. Case CS8392727 was opened, and a response was sent, advising that our records had shown that the refund was successfully processed as of September 7, 2022, and to contact her financial institution to have them review the matter.
On October 2, 2022, we received an email from ****************** advising that the refund had still not been received. On October 3, 2022, an email was sent to ****************** advising that a separate refund for the $24.95 would be sent via physical check and to allow up to fifteen (15) days for delivery as a four (4) by six (6) inch postcard once we had received a response providing her physical address. A follow up email was sent on October 4, 2022, and October 5, 2022, with a response containing ******************** physical address being received on October 5, 2022. A response was sent on October 7, 2022, advising that a refund check for $24.95 would be sent,and to allow three (3) to five (5) business days for the check to be issued from that date, and to allow up to fifteen (15) business days from that date for the check to be delivered. 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.
I will let you know if/when I finally receive the refund check that they have promised.Sincerely,***************************Initial Complaint
Date:10/02/2022
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.
Given a gift card for $100 had to send in to activate card. Sent info and recd card. Had to activate it to use. Card is declined everywhere. Website on back links to number. Number continued to disconnect. Finally sat down to resolve and the company basically could not resolve it. They said gc was for $60 and the maintenance fees spent the gc money. This place is a scam Net spend ************* card number **************** Back of card says Blackhawk network **********Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau
Complaint Case: 18155753
RE: *****************************
Dear *******,
On October 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding roadblocks with using ReloadIT as well as Monthly Maintenance Fees. ReloadIT is the program manager of these gift cards and accounts.
On October 13, 2022, we attempted via email to gather the card number associated with the ReloadIT pack as the number provided in the complaint could not be located in our records. As of October 19, 2022, we have not received any response to our request. To assist ********************** more directly, we ask that she contact our **************** team using the phone number and/or website located on the card pack itself. 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:10/01/2022
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 2 One4all gift card for 2 children purchase price was $50 each for $50 gift cards. However it is false advertisement it States right there when you purchase these cards they are accepted by anyone who accepts discover every place that my children have tried to use them And gave them back to me and I've tried to use them they do not accept these cards. I just got off the phone with the company they need a receipt, this purchase was made in 12/20 @ ******* in ********* **.Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau
Complaint Case: 18154502
RE: *************************
Dear *****,
On October 1, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding roadblocks she was encountering with using her One4All gift card. Blackhawk is a third-party vendor for One4All gift cards.
In looking into the gift card provided,we do not see any transactions attempted or declined. The gift card may be used at select merchants, a list of which may be found by going to https://www.one4all.com/new-where-to-spend or by scanning the ** code on the front of the card itself with her phones camera. Should ****************** continue to encounter roadblocks or concerns regarding where the gift card may be used, we invite her to contact our *************************** via the phone number on the back of the gift card itself. 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: 10/13/2022
Complaint: 18154502
I am rejecting this response because: I have went to the website and called the number on the back and all I was told was I'm sorry there's nothing we can do without a receipt when this is 2 years old I no longer have to receive.. It's been attempted to be used in ************** and ******** on several occasions. I feel that this is a scam card and and do not buy these cards if you're living in the Midwest.
Sincerely,
*************************Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau
Complaint Case: 18154502
RE: *************************
Dear *****,
On October 12, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from ************************* regarding roadblocks she was encountering with using her One4All gift card. Blackhawk is a third-party vendor for One4All gift cards.
We have reached out to ****************** via phone and will be addressing a refund with her separately on October 20,2022 due to needing additional information. Once we have received this information, we will be reissuing the funds onto **** gift cards to be sent where ****************** wishes. 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: 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:10/01/2022
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.
On 9/13/2022 I purchashed 3 Reloadit Packets in the amounts of $500, $500 & $496. When I went to open the Reloadit Safe account I received a technical error. I attempted several times with different devices. The next day on 9/14/2022, because of work, I called the 888 number on the back of the Reloadit Packet and was told to wait 3-5 hours because of the many attempts I had tried, to "reboot" the system. Again, because of work, I called back on 9/15/2022 and was told to wait ***** hours. On 9/17/2022, which was a Saturday was told it was to be 3 business days. On Wednesday 9/21/2022 was then told 3-5 business days. On Monday 9/26/2022 when I called the phone would end call on first ring. Attempted several times. I have a Case#: cs8282161 for a refund but was told nothing more on information about it. That was most of my paycheck and my bills are due. I'd like a refund as soon as possible. Thank *************** ************************** 10/02/2022Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau
Complaint Case: 18141428
RE: ***********************
Dear *******,
On October 1, 2022 Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a refund for a ReloadIT pack that could not be loaded into her online account.Blackhawk is the program manager for these gift card packs.
On September 15, 2022, we received a phone call from **************** advising that she was encountering roadblocks with creating an online ReloadIT safe. Case CS8282161 was created,and she was sent an email requesting her mailing address, a photo of the front and back of the ReloadIT pack, her full name, an image of her Photo ID, and a proof of purchase so a refund could be processed. A follow-up email re-requesting this information was sent via email on September 16, 2022. On September 17,2022, **************** called to inquire about the status of her concern, and she was advised that we still needed the documentation requested on September 15, 2022.On September 18, 2022, **************** called to inquire about the status of her concern, as well as to let us know that she had not received our requests for additional information via email. We confirmed that the documentation was received and attached to her Case for review. On September 19, 2022, **************** called to ask about any updates to her concern as well as to advise that the requested documentation was sent.
On September 21, 2022, we received a phone call from ****************, at which time we advised her that an update would be sent within three (3) to five (5) business days and that we have received all the requested information. On September 28, 2022, **************** was advised via email within Case CS8282161 that her refund would be sent as a four (4) by six (6) inch postcard on October 4, 2022. The standard delivery timeframe for our refund checks to be delivered is up to fifteen (15) 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 us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Customer Answer
Date: 10/18/2022
Complaint: 18141428
I am adding to this response because:I also have 2 more packets that I purchased on 9/13/2022. One for $500 & another for $496. I never got a chance to get them in a case for refunding.
Sincerely,
***********************Business Response
Date: 10/18/2022
Tell us why here...October 18, 2022
Better Business Bureau
Complaint Case: 18141428
RE: ***********************
Dear *******,
On October 18, 2022 Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *********************** regarding a refund for a ReloadIT pack that could not be loaded into her online account. Blackhawk is the program manager for these gift card packs.
On October 18, 2022, we received a phone call from **************** requesting a refund for the two ReloadIT packs mentioned in her response. Case CS8521722 has been created, and *************** has been advised to allow fifteen (15) business days from the date of the refund check issuance for delivery. **************** may request updates by phone or by email, referencing Case CS8521722 when she does. 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:10/01/2022
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 put 350 into a reloadit card and its not letting me sign up saying there is Technical Difficulties ive tried multiple times still nothing and i have seen a lot of other people who are having the same problem as i am and i would want a refund pleaseBusiness Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau
Complaint Case: 18154127
RE: *************************
Dear *******,
On October 1, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a refund for a ReloadIT pack that he could not load onto his online safe. Blackhawk is the program manager for ReloadIT concerns.
On October 12, 2022, an email was sent to ****************** requesting photos of the front and back of the ReloadIT pack gift card so a possible refund could be provided. On October 13, 2022, we received a response and a request was submitted to our Accounting team to address a refund for the gift card.
As of October 19, 2022, our Accounting team is still working to address the refund request. Once the refund has been successfully processed, ****************** will be contacted via email at ******************** advising as to when the refund check will be sent as well as an expected timeframe for delivery. 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:09/29/2022
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 four $100 Norwegian Cruise Line gift cards from an individual in late 2020 and soon after that I applied all four gift cards toward a cruise that I had booked with NCL. Eventually, due to the ongoing covid pandemic, my cruise was cancelled by NCL and I was told that all payments I had made (including the four $100 gift cards) would be refunded back to the original form of payment. When I tried to apply these four NCL gift cards to another NCL cruise, one of the four $100 gift cards was applied successfully, but the other three $100 gift cards came back as invalid.When I contacted NCL customer service, they said that the refunds had gone through and they referred me to the gift card issuing company customer service number *************.) After multiple phone calls to the company that issues the gift cards, I was told to send an email to *********************************** along with evidence of my ownership and wait for a response. I sent that email on Feb 22, 2022 and I received a confirmation of receipt the following day, but no further response has been received since then. I have attempted to contact ****** (now Blackhawk Network) by email again, but I haven't gotten any further response. Calls to their customer service line since then have been no further help. I am the current card owner/holder and I find this lack of reasonable customer service on the part of the card company unacceptable.Business Response
Date: 10/06/2022
October 6, 2022
Better Business Bureau
Complaint Case: 18148136
RE: ***********************
Dear *****,
On September 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding funds from four (4) Norwegian Cruise Lines gift cards for which the funds have not been returned due to a canceled cruise.
In researching this situation,it has been determined that Blackhawk has no visibility into the funds in question. Once the gift cards have been redeemed, the company associated with the redemption is in sole possession of the funds and would need to address any credit that *** be due to **************** according to their policies, including providing new gift cards with the funds attached. However, because Blackhawk is simply a third-party vendor and has no access to the funds in question, this would fall upon Norwegian Cruise Lines to address. We sincerely apologize for any inconvenience **************** *** 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
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