Complaints

This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Blackhawk Network Holdings, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Blackhawk Network Holdings, Inc.

  6220 Stoneridge Mall Rd Pleasanton, CA 94588-3260

  
• 

  Blackhawk Network Holdings, Inc.

  129 Middle St # 2 Portland, ME 04101-5265

  
• 

  Blackhawk Network Holdings, Inc.

  78 SW 7th St Miami, FL 33130-3402

• 

  Gift Card Mall.com

  16650 Westgrove Dr Ste 500 Addison, TX 75001

• 

  Blackhawk Network Inc

  25 Pearl St Portland, ME 04101-4178

  

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:09/20/2022

  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 initialed a $29.77 Paypal transfer to my Mastercard **** with Blackhawk Network **** but the transfer has been recognized as a purchase by Blackhawk Network.So I lost $59.54 in this incorrect transaction. I should get a $29.77 transfer, but the bank charged $29.77 from my balance.I found this issue and opened a case about this on June 10th and provided some evidence from my Paypal account. But the Blackhawk Network declined my case without further investigating my transaction. Then I went to Paypal and tried to get some help or evidence, and I did get more information from their side confirming this transaction was successfully transferred, not charged. And when I provided all the information to the Blackhawk Network, they declined my case again, saying they could not help me with this transaction since it is over 60 days. I started the case back on June 10th, so this case should be considered in the process while I am gathering information. However, I feel any further discussion with Blackhawk Network's customer service would be inefficient since they don't even look into your transaction to investigate and decline your case, no matter what.Please see all my case conversations and evidence from Paypal in the attachment.

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  Better Business Bureau
  Complaint Case:  18049312
  
  RE: *********************
  
  Dear *****,
  
  On September 20, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a charge of $29.77 on a ******* Visible MasterCard Gift Card. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.
  
  Because of the short-term nature of these gift cards, our gift cards are non-reloadable as mentioned in the Terms and Conditions of the gift card itself, which may be viewed on the website listed on the back of the gift card. However, as a one-time courtesy we applied a credit for the $29.77 back onto the card, which is available as of todays date. As of September 28, 2022, we can confirm that the gift card has a balance of $25.50 with a charge having been successfully processed on todays date. 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: 09/29/2022

   

  Complaint: 18049312
  
  I am rejecting this response because:

  
  

  As I stated in my previous complaint, this transaction is a transfer. The credit you applied is only enough to make up the amount you incorrectly deducted. 

  Even you stated that the gift card is non-reloadable, customers are able to add the card into PayPal and transfer balance into it as a reloadable debit card. 

  
  

  Please work with PayPal about this mistake, and I will need my transfer amount of another $29.77 back as well.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  Better Business Bureau
  Complaint Case:  18049312
  
  RE: *********************
  
  Dear *****,
  
  On September 29, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********************* regarding a charge of $29.77 on a ******* Visible MasterCard Gift Card.
  
  As mentioned in previous correspondence,our gift cards are non-reloadable and no funds *** be transferred ONTO them from an external source such as PayPal. While the funds from our gift cards *** be removed by online and physical merchants as they would by using a debit card, funds cannot be added back onto our gift cards. Blackhawk cannot address the policies or errors made by other companies in regard to attempting to load additional funds onto a non-reloadable gift card; ************ will need to reach out to PayPal to address this as well as any additional funds that *** need to be reverted back into her PayPal account. We have attached the transaction history of the gift card in question, highlighting the deduction ************ advised. Because there are no additional deductions that are related to this complaint, Blackhawk cannot make any further adjustments to the account balance associated with this card. 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:09/20/2022

  Type:Customer Service 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.

  Hello I was receiving emails from Blackhawk Network that they detected suspicious activity on my account and when I logged in I noticed some cards were missing from my profile and I saw four unrecognized charges on two of my cards. I notified Blackhawk about this and created Dispute Case# DS0399798 and DS0399788, I understand this takes time however when I inquired about my missing cards from my profile no one assisted me even though I was transferred from customer service I was told I have to call in to customer service about this again. Worse yet I got yet another suspicious activity email from Blackhawk Network a full 24 hours again, I am concerned about the cards I have stored on here and I updated my passwords I am requesting a callback from a manager in regards to the fraudulent activity and if there was a data breach and where my missing cards on my profile went.

  

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  Better Business Bureau
  Complaint Case:  18049278
  
  RE: *************************
  
  Dear *****,
  
  On September 20, 2022,Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding some unauthorized transaction on his two MetaBank Mastercard gift Cards. Blackhawk is a program manager of this card type on behalf of MetaBank.
  
  On September 17, 2022, ***************** contacted to report fraudulent charges on two of his MetaBank Mastercard gift cards. Dispute cases DS0399788 and DS0399798 were created for his concern. An email was sent to ****************** with a Dispute Form in both Dispute cases, requesting for ********************** confirmation on the listed disputed transactions, ********************** personal information and to select the dispute reason. ****************** was also advised that the Dispute Form must be signed electronically or physically and sent back to us so we may begin our investigation with the merchant or merchants in question. On September 23,2022, a second email was sent to ****************** with a Dispute Form in Dispute case DS0399788, requesting for ********************** confirmation on the listed disputed transactions, ********************** personal information and to select the dispute reason. ****************** was also advised that the Dispute Form must be signed electronically or physically and sent back to us so we may begin our investigation with the merchant or merchants in question. On the same date, an email was sent to ****************** with a new Dispute Form in Dispute case DS0399798, advising the corrected dispute amounts on the Dispute Form as part of the dispute amounts has already past the reporting timeframe of sixty (60)days. On September 26, 2022, ****************** called for an update of both Dispute cases. ****************** was advised about the Dispute Form will be sent to him in both Dispute Cases and he was advised to filled out the Dispute Form and returned with the completed form. ****************** was also advised about the amount correction on the Dispute Form in Dispute case DS0399798 due to the reporting timeframe. On the same date, an email was sent to ****************** with the Dispute Form in both Dispute cases, requesting for ********************** confirmation on the listed disputed transactions, ********************** personal information and to select the dispute reason. ****************** was also advised that the Dispute Form must be signed electronically or physically and sent back to us so we may begin our investigation with the merchant or merchants in question. Later, ****************** responded to the email from both Dispute cases with the completed dispute forms.
  
  As of October 3, 2022, we have confirmed that ****************** has submitted the requested information. We are continuing to conduct our research regarding to ********************** concern. It is our policy to allow thirty (30) days from the date we receive the requested documentations for the merchants to response with their finding. Our investigation with the merchant is currently in progress. 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: 10/05/2022

   
  Complaint: 18049278
  
  I am rejecting this response because: this matter is not closed, the only case that is being even worked on is the following: Case CS8317044 Work in Progress. I even notified paypal of one of the fraudulent charges on their system and they 

  were surprised BHN had not reached out to them yet.
  

  I was never informed on what happened and how my account got compromised even though I have two factor authorization on, how two cards were compromised, and anything regarding all the emails from BHN stating that there was fraudulent activity going on in my account, BHN won't even share about my missing credit cards that were already registered in my account. Frankly it feels like BHN is trying to brush a very serious matter under the rug when they appear to have had a security breach in their system which they are not sharing with their customers about.
  
  

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

  

  Business Response

  Date: 10/12/2022

  Tell us why here...October 12, 2022
  
  Better Business Bureau
  Complaint Case:  18049278
  
  RE: *************************
  
  Dear *****,
  
  On October 5, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response regarding a complaint from ************************* concerning some unauthorized transaction on his two MetaBank Mastercard gift Cards. Blackhawk is a program manager of this card type on behalf of MetaBank.
  
  On October 6, an email was sent to ****************** within Dispute Case DS0399788, advising that we had still not received the filled-out Dispute Form so we could begin our investigation with the merchant in question. We received a phone call from ****************** on the same date, at which time we advised him as to what was needed.
  
  On October 11, 2022, we sent an email to ****************** within Dispute Case DS0399798, advising that we were continuing to work with the merchant to resolve this matter. Due to rules set in place by the card network associated with this gift card, we must allow the merchant in question thirty (30) days to provide proof that the charge is legitimate or to refute the charge in question. Once our investigation is completed, we will send an email within the Dispute Case to ******************,advising him of the resolution. 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: 11/07/2022

   My apologies. I did not reply in time can  you please reopen this case I did not have the chance to reply.
  

  What is unacceptable is that the funds of this fraudulent activity has still not been released, I have provided all documentation back to blackhawk and every time I am speaking to a call center employee who just forwards my information.

  I have been working on this for two months now and am told repeatedly that it takes 30 days to resolve, I even found out in one of my phone calls after I had provided all the relevant information that the agents working on this forgot to submit my form even after emailing it over and I had to speak to a manager.

  This is shockingly slow and I am surprised a company can operate like this where the customers information was breached and they cannot even address fraudulent activity that occured on my account when I follow the steps and provide them the information they had requested.

• Initial Complaint

  Date:09/19/2022

  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 received a gift card from a subsidiary of Blackhawk (https://blackhawknetwork.com/) called HappyCards (https://happycards.com/). The gift card in question, Best of ****** -- Quick Bites, is supposed to be accepted at multiple ****** food vendors: Taco Deli, *************, ***************** The Soup Peddler, and ******************** Co. However, multiple of these vendors don't accept the gift card nor have they ever heard of the company/gift card promotion. I have tried to contact HappyCards and Blackhawk's customer service department to get the value of the card back, $100, but can't get reach a live person on the phone nor get the matter resolved. I have reason to believe Blackhawk/HappyCards are committing gift card fraud.

  

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  Better Business Bureau
  Complaint Case:  18048634
  
  RE: *********************
  
  Dear *****,
  
  On September 20, 2022,Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a Best of ****************** gift card that does not work. Blackhawk is a program manager of this card type on behalf of MetaBank.
  
  On September 19, 2022, ************* contacted to report issues redeeming his Best of ****************** Bites gift card totaling $100. Case CS8315489 was created for his concern. On the same date, an email was sent to ************** requesting for the photos of the front and back of the gift card, the original load amount of the card, order number or tracking number if applicable and the mailing address associated to the card.On September 20, 2022, ************** responded to the email with the requested information and requested for a refund. On the same date, an email was sent to ************** advising his refund request has been submitted and was provided a timeframe of fifteen (15) business days once the refund was approved and the refund check was sent. ************** was also advised to provide his full name and mailing address for the refund check to be sent once it was approved. On September 21, 2022, ************** responded to the email and provided his full name and mailing address. On the same date, an email was sent to ************** advising his refund request has been approved and provided a delivery timeframe of fifteen (15) business days once the refund check was issued.
  
  As of October 3, 2022, we have confirmed that a refund amount of totaling $100.00 has been approved from ***************** refund request. We have also confirmed that a refund check will be issued to ************** on October 04, 2022. ************** will be expecting a 4x6 inch postcard check sent to him within fifteen (15) business days from the issued date. 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:09/19/2022

  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 $100 **** reward card from my employer (******* June 2022. Expiration date on card is 06/2023. I tried to activate my card online but it says that my card expired already. I called customer service. Waited for the representative to 30 minutes just to be told that the card was used by someone/compromised and there is nothing they can do about it! They basically stole $100!

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  Better Business Bureau
  Complaint Case:  18048357
  
  RE: *************************
  
  Dear *****,
  
  On September 20, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding fraudulent charges on a **** gift card. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.
  
  While we have sent emails requesting photos of the front and back of the gift card in question with the gift card number clearly visible, as of September 28, 2022 we have not received any response. We recommend that Ms. ******** contact the **************** phone number or website located on the back of the gift card itself so a member of our **************** team may assist Ms. ******** in any way we can. 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 ** with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18048357
  
  I am rejecting this response because:

  
  

  I did responded to the request on 09/22 at 7:24 pm:

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

  

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  Better Business Bureau
  Complaint Case:  18048357
  
  RE: *************************
  
  Dear *****,
  
  On September 29, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from ************************* regarding fraudulent charges on a **** gift card.
  
  The screenshot provided in Ms.********'s response shows that a different email address,****************************************, was used to submit the Dispute Form for review as opposed to the email address provided by Ms. ******** within the complaint. Furthermore, we did not receive a response to our request for images of the gift card with the card number clearly visible, which led to our initial response. Using the alternate email address, we were able to locate a Dispute Case for Ms. ******** that was opened September 22, 2022, under DS0403379. This Dispute Case is still open and being addressed by our Dispute Team as of October 3, 2022, with an email having been sent to Ms. ******** as of October 1, 2022, advising that they are still actively working with the merchant in question to resolve the dispute as well as reminding Ms. ******** that our dispute process can take thirty (30) to ninety (90) days to complete from the date all requested documentation is received, although it rarely takes the full ninety (90) days to complete the investigation. 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:09/19/2022

  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 received a prepaid gift card from this company around 8/2/2022 and I used it for about a month and then they suddenly blocked it for no reason, and they will not issue me a new card. I have been calling customer service since 9/14/2022 (that it when I first found out the card was blocked when I tried to use it again) and have spoken with supervisors and no one will help me! I keep being told it will take ***** hours to receive a "reactivation code" for the replacement card (I only have been given the last four digits), but the code never comes. I am also being told it was blocked due to a website hack, but now I am being told differently, and that I am the only person having this problem. This card was a payout on a lawsuit settlement with Amazon ****** I have contacted the attorneys who issued it, but they can't help me. Blackhawk is telling me that my "profile is blocked, and that is why I cannot view my new card info, so I created two new profiles and neither one worked! They have given me nothing but runaround and excuses and keep pushing the timeframe to resolve it back. They also keep giving me new case #'s every time I call. They owe me $103 (the balance left on the card). I even asked them to send me a check for $103 or a plastic card (this is adigital prepaid card) but they won't do that either. They stole $103 from me and I want my money back or access to the replacement card!

  Customer Answer

  Date: 09/20/2022

  This case has been resolved. You can close it now. Thank you so very much for your help. It worked!

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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 3 gift cards from this company. I was not aware that they were egift cards. Those will not work for who I'm giving them to. So I asked for a refund. They told me no, there is no refund option. So I tried to use one of the gift cards and I was unable to use it without a whole bunch of hoops to jump though. These cards are a joke and I feel it's almost a scam as hard as they make it to use them. All I want is my refund total of $150.00 for the 3 $50.00 cards.

  Customer Answer

  Date: 09/21/2022

  Thank you for taking the time to review my complaint. Blackhawk has refunded my $150.00.

  You may close this case.

• Initial Complaint

  Date:09/16/2022

  Type:Delivery 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 submitted a rebate to Anheuser ***** for a $10 rebate for purchasing an 18 pack or larger of Michelob Ultra and $20 in fuel. The rebate was submitted on 6/6/2022 and on 6/9/2022 I received an email that the rebate was valid and submitted for final processing (rebate #*********). It has been more than THREE MONTHS and I still have not received the rebate to my PayPal account. These rebates normally take 2-3 days. This one is well past 90 days. Every time I call or chat with customer service, which I have done at least TEN TIMES I am told wait one more week.

  

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  Better Business Bureau
  Complaint Case:  18038099
  
  RE: *********************
  
  Dear *****,
  
  On September 17, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a rebate of $10 that has not been received.
  
  Our research into this concern has determined that the rebate was remain in fulfillment status and has not been sent to ****************. As of September 29, 2022, we have confirmed that a paper check with the amount of $10 has been sent to the physical address listed in this complaint on September 27, 2022, with ***** **************** will be expecting to receive the check within ***** business days. We sincerely apologize for any inconvenience **************** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to ** with any further questions.
  
  Best Regards,
  
  *************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ***************************************

  Customer Answer

  Date: 09/30/2022

  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, AS LONG AS THE CHECK IS RECEIVED. I will file another complaint if check is not received in 20 business days from 9/27/2022.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair 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 a reload card to reload my Netspend account. But the reloadit website, wont let me even create an account. If I would have known it was going to be this dificult to reload my cards I would have never bothered. what is the point in having a 3rd party website to load an account, if the site does not even work.

  

  Business Response

  Date: 10/10/2022

  October 6, 2022

   

  Better Business Bureau

  Complaint Case:  18035941

   

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

   

  Dear *****,

   

  On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding roadblocks that she encountered with creating a ReloadIT online account.  

   

  On September 19, 2022, ******************** filled out an Online Contact Form, advising that she had purchased a ReloadIT card but was unable to create an account to transfer money onto her Netspend card. Case CS8310792 was created, and an email was sent to ******************** requesting a mailing address, a copy of the front and back of the ReloadIT pack, her full name, a photo of her ID, and a proof of purchase for the ReloadIT pack. ******************** responded the same day with the requested documentation. On September 20, 2022, an email was sent to ******************** advising that a refund check for $150 would be sent to the address she provided, and to allow five (5) to seven (7) business days for the check to be issued and fifteen (15) additional business days for the check to be delivered.

   

  On September 27, 2022, an email was sent to ******************** within Case CS8310972, advising that the check for $150 would be issued on October 4, 2022, as a four (4) by six (6) inch postcard. 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: 10/11/2022

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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.

  In the past week, I have placed three orders with giftcards.com via two email addresses *************************** and ********************** The order numbers are #********, #********, and #********, and the credit card used for these orders were a CapitalOne MasterCard ending in ****, a ********* debit card ending in ****, and a ********** ending in ****. All of these credit cards are in my name, associated with my home address, etc. Shortly after placing these orders, I reached out to giftcards.com to request these three cards be barred from placing future orders. I've had issues in the past with my stepson using my credit card without my permission to buy gift cards like these in order to use them with his online gaming. In order to protect me, my credit score, my peace of mind, etc., I made the simple request that the merchant restrict any future orders associated with either the cards they already have on file or these email addresses. I have spoken to my card issuers and they confirmed that these sorts of restrictions need to come from the merchants and can't be applied from their end. In fact, I've even had these restrictions from other merchants put on these same cards. I've had to reach out to the site at least half a dozen times at this point. Representative "Bedy A." has been especially unhelpful as they kept replying with automated templates, repeatedly asked for details already included in my initial email, and finally came back to me to say that they can't block my purchases and that I would need to go through my bank -- which is objectively untrue. It is my belief that a good portion (if not a majority) of this company's business comes from fraudulent transactions and money laundering and they don't want to risk losing out on scamming another sucker. I am not ok with this. I need all future transactions to this company barred indefinitely.

  

  Business Response

  Date: 09/21/2022

  September 21, 2022
  
  Better Business Bureau
  Complaint Case:  18031494
  
  RE: *********************************
  
  Dear *****,
  
  On September 15, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* with a request to have the payment information associated with online orders 10475537,#********, and #******** be blocked from being accepted forever. Blackhawk manages the online ordering for the gift cards associated with these orders.
  
  As of September 21, 2022, we have blocked the information associated with these orders from being accepted in our online ordering portal. Going forth, no orders will be fulfilled or processed if they are found using this information. 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: 09/21/2022

  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.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 09/23/2022

  Please issue a full refund for this order and ensure both cards used from previous orders are blocked from all future transactions, as you stated was the case when I made my BBB complain. Otherwise, I will need to file a credit card chargeback, file a second BBB complaint, and take further action.

  

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  Better Business Bureau
  Complaint Case:  18031494
  
  RE: *********************************
  
  Dear *****,
  
  On September 23, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to the complaint from ********************************* with a request to have the payment information associated with online orders ********, #********, and #******** be blocked from being accepted forever. Blackhawk manages the online ordering for the gift cards associated with these orders.
  
  As of September 21, 2022, we have blocked the information associated with these orders from being accepted in our online ordering portal. Going forth, no orders will be fulfilled or processed if they are found using this information; however, because Blackhawk manages the online ordering for gift cards associated with Giftcards.com orders, we cannot see or block credit card information associated with said orders. If ************** credit card is being used by someone other than himself,we recommend that he contact the credit card company directly to have the card account blocked and a new card sent to him.. 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: 09/26/2022

  Complaint: 18031494
  
  I am rejecting this response because: The vendor ignored the details around my request in my initial BBB complaint and lied by omitting the fact that they had literally done nothing when I first reached out. I made it clear that I was concerned about my stepson using their services to buy giftcards to use for buying digital goods without our permission. I reached out to my credit card company to get future charges from this vendor blocked and they said only the vendor could do that. There is no way any reasonable person would look at my original complaint and their initial response and believe anything other than the fact that my card would be blocked from making future purchases. As I feared, my stepson made a purchase without my consent and the charge went through anyways, even though I had been told "...we have blocked the information associated with [previous orders] from being accepted in our online ordering portal. Going forth, no orders will be fulfilled or processed if they are found using this information." 

  
  

  The vendor's claims that they can't block certain payment methods from making charges on their site is, frankly, bogus. They're a site in an industry rampant with fraud and I'm sure they need to block accounts from making unauthorized transactions all the time. Even if not, my request is reasonable and doable by any company that accepts electronic payments in the 21st century.

  
  

  I expect a refund in the amount of $245.92 USD on 09/23/2022 using my MC ending in **** as I had received written confirmation from their representatives stating that any orders with my information would be immediately blocked and cancelled when placed, even though this obviously didn't happen.

  
  

  I expect all payment methods previously used to make purchases on their website will be blocked moving forward, as had already been promised to me last well.

  
  

  I'm willing to take this as far as it needs to go to keep other people from being lied to by these scammers.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/27/2022

  September 26, 2022
  
  Better Business Bureau
  Complaint Case:  18031494
  
  RE: *********************************
  
  Dear *****,
  
  On September 26, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to the complaint from ********************************* with a request to have the payment information associated with online orders ********, #********, and #******** be blocked from being accepted forever. Blackhawk manages the online ordering for the gift cards associated with these orders as a third-party vendor.
  
  As of September 21, 2022, we have blocked the information associated with these orders from being accepted in our online ordering portal; namely, the email address ************************** as well as the physical address, phone number, and name on file for the orders mentioned above,. Going forth, no orders will be fulfilled or processed if they are found using this information;however, because Blackhawk only manages the online ordering for gift cards associated with Giftcards.com orders, we cannot block credit card information associated with said orders because we do not have access to that information. As mentioned in previous correspondence, if ************** credit card is being used by someone other than himself, we recommend that he contact the financial institution that issued the credit card directly to have the card account blocked and a new card sent to him. We have reached out to ************** separately via email requesting any order number that *** be available outside of orders ********,#********, and #******** so we *** attempt to cancel the orders before they are processed. 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: 09/27/2022

   
  Complaint: 18031494
  
  I am rejecting this response because: this is simply unacceptable and incorrect. As stated MULTIPLE TIMES, I've already spoken to my financial institution and they've informed me that only you can block that information. The fact that you've made it this impossible to protect myself from fraud tells you literally everything you need to know about your organization. I've worked with multiple companies and online retailers and their claim that they have no control over blocking charges is objectively false. Maybe your department may not have access to this, but someone in your company CAN help me with this entirely reasonable request. You're just choosing not to.

  
  

  I've filed a chargeback with my credit card company and have sent them your initial reply where you essentially lied about blocking my account. If any additional charges are made on this card, I'll be filing additional chargebacks as well. Hopefully this will be enough for you to do the simplest thing and simply block my cards from future transactions, if only to protect your company from further chargebacks in the future, because protecting your customers is obviously something you're incapable of. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising 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.

  9/10 I was awarded a Mastercard debit from Swagbucks but when I went to redeem it had already been redeemed. I reached out the *** and all my emails are linked below. Basically, *** is the provider of gift cards for the online rewards company called Swagbucks, so I called *** for a new card that was not already redeemed. The first call led to escalation to an another department where the asked for pictures of my ID and my utility/rent bills just for them to fix their own fraud. This is ridiculous to ask for so much information and waste so much time for a silly $25 debit card, even after I had already confirmed that it was received via Swagbucks and the card had already been used up before I even redeemed.

  

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  Better Business Bureau
  Complaint Case:  18020076
  
  RE: ****************
  
  Dear ******
  
  On September 13,2022, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding unauthorized transactions on his $25 MetaBank Mastercard. Blackhawk is a program manager of this card type on behalf of MetaBank.
  
  On September 10, 2022, Mr.***** called for card information. Case CS8247495 was created for his request,and Mr. ***** was advised that he would be contacted within three (3) to five (5) business days as he is unable to confirm card details. On the same day, an email was sent to Mr. ***** requesting for a utility bill that shows the mailing address and a valid photo ID that includes Mr. ******* new mailing address for authentication. Mr. ***** called for an update of the case on the same date and was transferred to the dispute line as he advised there were unauthorized transactions that was made on his $25 Mastercard. Mr. ***** was advised to provide address information for authentication process, however, Mr.***** refused to provide the information. The call was then disconnected.
  
  On September 11, 2022, and email was sent to Mr. ***** requesting for additional details of his concern.On September 12, 2022, a follow up email was sent to Mr. ****** and on September 13, 2022, Mr. ***** responded to the email, advising he had reached out to Swagbucks for further assistance. On the same date, an email was sent to Mr. ******* response advised case CS8247495 will be closed as Mr. ***** had reached out to Swagbucks for his concern and advised Mr. ***** may contact us again if he needs any further assistances. Mr. ***** responded to the email and advised the case can be closed. On September 17, 2022, case CS8247495 was closed. We sincerely apologize for any inconvenience Mr. ***** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  *************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ***************************************