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:08/30/2022
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 gift card pre loaded with $120 on it. I lost the card and tried to get a new one. I went to the gift card providers website and the contact number listed then and currently is not working, its a dead number. I emailed several times trying to get someone to help me. I finally got ahold of the person who bought it and they gave me the original email with the card info. When I tried to use it it showed I was charged fees for not using it! I was given no help whatsoever! The contact listed on the site is fake and or not working. I was given no way to resolve my issues and they took my money!!! How is that legal? I just want the money given to me back. I not asking for anything but what I was gifted!
Business Response
Date: 09/05/2022
September 5, 2022
Better Business Bureau
Complaint Case: 17802795
RE: *******************
Dear *****,
On August 31, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding a gift card that no longer had a balance as well as roadblocks with using our automated service.
On August 30, 2022, ************ contacted us through our Giftcards.com Online Contact Form, advising that he had lost a gift card and did not receive a response when attempting to receive a replacement, as well as concerns regarding dormancy fees on the gift card itself. Case CS8175173 was created, and an email was sent requesting **************** first and last name, the email address used to place the order for the gift card in question, and the total cost of the gift card. On September 2, 2022,Case CS8175173 was closed due to no response from *************
On September 2, 2022, we requested the gift card number or any documentation we could use to locate the gift card number in question. We received a response with the gift card number the same day. As mentioned in the Terms and Conditions for the gift card that was provided, https://www.giftcards.com/terms, the type of card that was provided is subject to a dormancy fee of $30 a month, which is removed against the balance on the card until the remaining balance is zero. As a one-time courtesy we have reissued the full $120 that was on the original gift card onto a new card, which has been sent to ************. ************ may use the tracking number 1ZEW97930298781390 to track the status of the delivery of this gift card on www.ups.com. 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:08/29/2022
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.
Purchased Reload-it packet to reload my prepaid debit card . It has been almost 2 weeks and have yet to be able to set up a locker to transfer my funds nor have I received and email to do so after many calls and complaints . The people That answer the customer service line continue to make excuses and no progress has been made . I believe this company is a scam and purely steals money from customers.Business Response
Date: 10/10/2022
Better Business Bureau
Complaint Case: 17790668
RE: *******************************
Dear *******,
On October 3, 2022, Blackhawk Networks (Blackhawk) received a complaint ******************************* regarding roadblocks with setting up his ReloadIT online account.
On August 21, 2022, we received two separate phone calls from ********************, inquiring how to access to his online safe account due to not receiving the confirmation email needed to verify and access the account. Cases CS8107996 and CS8109868 were created, and ******************** was advised that me may use an Android device to begin the process. On August 23, 2022, an email was sent to ********************, requesting additional information to assist him with his concern. Case CS8107996 was closed on August 24, 2022. ******************** responded within Case CS8109868, asking how to set up his online account. A response was sent, advising that he clear his browser cache and cookies as well as use the "forgot password" option. ******************** was advised that the account is device-specific and cannot be used with another device. ******************** responded within Case CS8109868 on August 25, 2022, advising that he followed the directions but did not receive the password reset email nor any other emails from the ReloadIT system. A Password Reset email was generated and sent to ******************** on the same date, with a follow-up email being sent to advise him that this was done. A follow-up email was sent on August 26, 2022, and August 27, 2022, advising that the password reset email was sent. Case CS8109868 was closed as Resolved on August 28, 2022, due to no response to our emails.
As of October 7, 2022, the funds associated with the ReloadIT gift card pack ******************** purchased have been converted into a **** gift card, which will be sent to him directly. ******************** may check the status of his delivery by using the tracking number 1ZEW97930292628030 at www.ups.com at his convenience. 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
****************************************************
Initial Complaint
Date:08/24/2022
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 a reloadit.com only because I there was no other option at the time and had to put money on my prepaid card. $150.00. it keeps throwing me off the website or keeps telling me about technical difficulties. I did actually talk to someone, but he was useless as could be. Finally after 36 hrs of waiting of the ***** hrs he said it take, someone emailed me telling me to try this n that. I'm furious I need that money I'm on a budget and that money was supposed to pay a few bills. Now it's been 50 hrs, and I still don't have my money. Never again. Guess that was an expensive ****** I learned because I just don't see my money coming to me. Frauds.Business Response
Date: 09/29/2022
September 28, 2022
Better Business Bureau
Complaint Case: 17765729
RE: *******************
Dear *******,
On September 15, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding his ReloadIT gift card totaling $150, as the card was unable to create an online safe account due to website issues. Blackhawk is a program manager of this card type on behalf of ReloadIT.
On August 22, 2022, ************** called to report issues on creating an online safe account due to error messages he was receiving. Case CS8117746 was created for his concern, and ************** was advised that his concern will be escalated with a timeframe of one (1) to two (2) business days for a resolution to be sent to him. On August 23, 2022, an email was sent to ************** with the instructions to resolve the website issues ************** was experiencing. On the same date, ************** responded to the email that was sent, advising he was unable to create the account with the instructions provided previously and requesting an immediate resolution. On August 24, 2022, an email was sent to ************** with more instructions to resolve the problem he was experiencing. On the same date, ************** responded to the email and advised he had tried all the instructions and still does not work. On August 25, 2022, ************** responded to his response on August 24, 2022, requesting immediate action to resolve his problem. On the same date, an email was sent to ************** offering a refund after all advanced troubleshooting had not corrected the issue. ************** was also asked to provide a proof of purchase for the gift card pack, a copy of the front and back of the gift card pack, a copy of ****************** photo ID or utility bill, ****************** mailing address and his full name. ************** responded to the email with the requested information on the same date. On August 26, 2022, an email was sent to **************, advising that the requested information has been received and requesting confirmation that the refund check could be sent to the same address under ****************** photo ID. On the same date, ************** responded to the email with confirmation, and provided his name and mailing address within the email. On August 27, 2022, an email was sent to ************** with the delivery information, advising the refund has been approved and providing a delivery timeframe of fifteen (15) business days after the check was issued. On the same date, ************** responded to the confirmation email, advising his name should be ******************* instead of ***********************. Later, ************** sent two more emails advising the receiver information sent on August 27, 2022, was incorrect and provided the correct name. On September 17, 2022, Case CS8301139 was created to investigate the incorrect name in case CS8117746. On September 23, 2022, an email was sent to ************** to confirm if he was able to cash the check due to our research showing that the check had been cashed. On September 24, 2022, a second email was sent to ************** for confirmation. On the same date, ************** responded to the email with confirmation that the refund check was successfully deposited into his bank account.
As of September 26, 2022, we have confirmed that ************** have received a refund check totaling $150 and had been successfully able to cash the check into his bank account. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
*************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
***************************************
Initial Complaint
Date:08/24/2022
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 was given a stimulus check of $2,750 Dollars from the **************** tourism recovery fund from since last year but regrettably I asked for the funds to be converted to a check instead of a debit MasterCard. From since last year December I have been perishing for my reward. They gave me a check cash out that no bank or check cashing agency wants negotiate at all the check keeps on being denied anywhere. This is rather unprofessional by the agency and I am very frustrated to the core with them. I have been sent two checks from them and the first one was cancelled in June and I waited until July they sent me another one and since then I am perishing for my money from this agency. They are currently working on a solution for months for another way to disclose these funds to me they are very unprofessional and slow at doing this. I need my money they keep on taking up my time just looking into a solution that seems unprofessional and discourteous to me as a customer from day one. Thank You.Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau
Complaint Case: 17760230
RE: ***********************
Dear *****,
On August 24, 2022, Blackhawk Networks (Blackhawk) received a complaint *********************** regarding funds on a check from a check from the **************** ********************* that had not been received.
On June 27, 2022, we received a phone call from ************** advising that the check he received could not be cashed due to issues with reading the account number. Case ********* was created, and ************** was advised that we would investigate this matter and to allow three (3) to five (5) business days for us to research his concern and try to find a resolution. ************** advised that he would like to have the funds on a gift card if possible, and the supervisor who he spoke to stated that it could not be guaranteed but that option would be investigated. On June 30, 2022, ************** called to inquire about the status, at which point he was advised that we were still researching options. ************** reiterated that he would like to have the funds on a gift card, and we re-stated that we could not guarantee that would be an option. On July 5, 2022, ************** called to check on the status of Case CS7714443. We advised him to allow 24 hours for a resolution, and on July 6, 2022, ************** was sent an email advising that a new check would be sent on July 13, 2022. On July 6, 2022, ************** emailed within Case CS7714443 asking about where our checks can be cashed and reiterated his request for the funds to be put on a gift card instead. On July 19, 2022, we responded to ************** advising that a replacement check was already sent as of July 13, 2022, and would arrive within fifteen (15) to twenty (20) business days. Case CS7714443 was closed on July 22, 2022
On September 8, 2022, we received confirmation from ************** within Case CS7951504 that a gift card would be issued to him in lieu of another paper check. On September 16, 2022,an email was sent to ************** advising that the funds from the check in question was sent via **** with the tracking number 1ZW3268W0220371613 being provided to him. ************** may use this tracking number on www.ups.com at any time to check the status of his gift card. We sincerely apologize for any inconvenience ************* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint **********************************Customer Answer
Date: 10/18/2022
Please see attached.Business Response
Date: 10/18/2022
October 18, 2022
Better Business Bureau
Complaint Case: 17760230
RE: *************************
Dear *****,
On October 18, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *********************** regarding a refund totaling $2,474 that was sent via physical check in error.
In researching this situation,we can confirm that a gift card was sent to ************** for the amount that was refunded. The check may be destroyed at **************** convenience, as it cannot be cashed. We have attached a transaction history for the replacement gift card as a courtesy to ************** to verify that the card is indeed active. We sincerely apologize for any inconvenience ************** may have experienced, and appreciate his bringing this to our attention.
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:08/24/2022
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 a reloadit pack a week ago. You have to set up an account online to put the money on your prepaid card. I have tried from a dozen computers on several browsers and I can't create an account. Apparently this has been a serious issue for this company. Why are they still able to sell these cards if I can't get my money off of it. I loaded $250 and still can't get to it.Business Response
Date: 09/29/2022
September 28, 2022
Better Business Bureau
Complaint Case: 17760824
RE: *********************
Dear *******,
On September 15, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* for her ReloadIT gift card totaling $250 that was unable to create a safe account due to website issue. Blackhawk is a program manager of this card type on behalf of ReloadIT.
On September 15 and September 20, 2022, we attempted to contact ************** via email to request additional information. As of September 28, 2022, we have not received any of the requested information from **************. ************** may contact our customer service team using the phone number or website listed on the back of the gift card, or may begin the Dispute process herself by calling our Dispute team at ************** or by sending an email to ********************************************* 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
***************************************
Initial Complaint
Date:08/22/2022
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 have 2 gift cards valued at $25 each, the gift cards are for ******************** and other retailers. Applebees was unable to redeem the card. I checked the value on their website and each card has a $25 value, I have contacted them 4 times by email and there auto message says they will get back to me, but they dont. I tried calling them several times but unable to speak to a live person. I went back to Applebees a second time and they dont know how to redeem the card. The money isnt that important to me, Its there lack of returning my phone or email message that bothers me. Thank youNotify applebeesBusiness Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau
Complaint Case: 17751977
RE: *************************
Dear *****,
On August 23, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding two Applebees gift cards totaling $50.00 that were unable to be redeemed at the store.Blackhawk is the program manager for these gift cards.
On July 6, 2022, **************** submitted a form through the Happy Card Online Contact form, advising that he was unable to redeem his $25 ********** gift card at Applebees. Case CS7786631 was created for the concern, and an authentication email was sent to **************** requesting the card numbers and the load amount on the gift cards in question.On July 8, 2022, Case CS7786631 was resolved due to no response from **************** after 48 hours. On the same date, **************** submitted another request through the Happy Cards Contact form regarding the same concern. Case CS7802664 was created, and an authentication email was sent to **************** requesting the card numbers and the load amount on the gift cards in question. On July 10, Case CS7802664 was resolved due to no response from **************** after 48 hours. On July 26, 2022, **************** submitted a form through the Happy Cards Online Contact form advising two (2) of his $25 gift cards, ********** and other stores were both unable to be redeemed. Case CS7928368 was created for this concern.On July 27, 2022, an authentication email was sent to **************** requesting the card numbers, first and last name of the person who purchased the card or cards in question, recipient's first and last name, original value load of the gift card or cards and the website printed at the back of the gift card. On July 28,2022, **************** submitted a concern through the Happy Cards Online Contact form process regarding the same concern; case CS7944897 was created. On July 29, 2022, Case CS7928368 was resolved due to no response from **************** after 48 hours due to no response to our request for more information. On August 1,2022, an authentication email was sent to **************** from Case CS7944897, requesting the purchaser's first and last name, the email address used to place the order,and the total cost of the invoice or value load of the gift cards. On August 2,2022, **************** submitted a concern through the Happy Cards Online Contact form regarding his concern of the two gift cards he received but were unable to be redeemed at the store; case CS7979830 was created for his concern. On August 3, 2022, an authentication email was sent to **************** from case CS7979830,requesting the invoice number, first and last name, email address used to place the order and the total cost of the invoice load or the value load of the cards. On the same date, case CS7944897 was resolved due to no response from *************** after 48 hours. On August 5, 2022, case CS7979830 was resolved due to no response from **************** after 48 hours. On August 16, 2022, **************** submitted a concern through the Happy Cards Online Contact form with the same concern on his ********** gift cards as mentioned above; case CS8073854 was created for his concern. On August 19, 2022, an authentication email was sent to **************** requesting the invoice number, purchaser's first and last name,email address used to place the order and the total cost of the invoice or value load of the cards. On August 21, 2022, case CS8073854 was resolved due to no response from **************** after 48 hours.
On August 24 and August 29,2022, we have attempted to contact **************** via email to request additional information. As of September 2, 2022, we have confirmed that we have not received any of the requested information from ****************. To ensure we are investigation thoroughly and accurately, an invoice number, purchaser's first and last name, email address used to place the order and the total cost of the invoice or value load of the cards are required to complete the authentication process. We recommend **************** contact us directly by phone at ************ for further assistance as the Online Contact form appears to not be giving results. 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: 09/06/2022
From ************************* attached is a front and back copy of my gift cards. I have received a generic email every time I send giftcards.com an email message. the message indicates that they will get back to me, but they never do. I have tried calling and the message explains how to check your balance, which I can do. However, Applebees told me they are not able to redeem the card.
Thank you,
*************************
Initial Complaint
Date:08/22/2022
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 a reload it pack on 8/19/2022 at 5:22pm with a $250.00 load with a $3.95 load fee. At home I opened the pk to find I had to go online and create a safe to transfer money to it then to my card only to find I'm unable to do this because of technical difficulties on their site. I have called several times because I need my money for bills today. I've talked to several reps. 1st one said email sent with inst to resolve issue should receive email within the hour. Still no email. Called again this rep says it can take 24 hrs to receive email and to wait 24 hrs. NO email. Called again and was told they would upgrade the issue to urgent and send email that I would receive by morning. No email. Called again. No record of me ever calling. This guy gave me a case # and said I would receive email by morning. Guess what? No email. But case number given is this CS8109247. He asked for the scan code that begins 603 which I gave **** **** **** **** 121. My name my email and *** loaded. I urgently need my money returned. I live on ss and have no disposable income to replace it and wait on them. I noticed "technical difficulty" being an issue on your site for many years with this company. I would have thought they would have resolved the issue by now or stopped doing business.Business Response
Date: 09/29/2022
September 22, 2022
Better Business Bureau
Complaint Case: 17750542
RE: ***************************
Dear *******,
On September 15, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding her ReloadIT gift card totaling $250 as the card was unable to create a safe account due to website issue. Blackhawk is a program manager of this card type on behalf of ReloadIT
On August 19, 2022, **************** called advising that she was unable to create an online safe for her ReloadIT gift card due to website issues. Case CS8101214 was created for her concern, and **************** was advised that she will be contacted within one (1) to two (2) business days with additional information. On August 21, 2022, a second Case, CS8109247, was created for ******************** concern. An email was sent to **************** requesting more information to identify the website issues that she was experiencing. On August 24, 2022, **************** responded to the email advising that she could not create an online safe. An email was sent to ****************, outlining possible solutions to her concern. Case CS8109247 was then closed as Resolved after the solutions had been sent. On August 26, 2022, **************** reopened Case CS8109247, advising that she kept experiencing the same issues and requesting an immediate resolution. **************** then called and requested for supervisors assistance about her concern. Case CS8144393 was created, and **************** was advised an email will be sent to her to collect the required information to process a refund. She was also advised that a refund will be processed with expedited shipping, with a delivery timeframe of three (3) to five (5) business days once the check was issued. On the same date, an email was sent to **************** in both case CS8144393 and CS8262492, requesting her mailing address, a copy of the front and back of the gift card pack, ******************** full name, an image of her ID and a proof of purchase of the gift card pack. Later the same day, **************** responded to Case CS8144393 with the requested information. Case CS8144393 was then closed, with the information received being transferred to case CS8109247. On August 27, 2022, an email was sent to ****************, confirming that the information had been received and advising her that she will be contacted with an update within one (1) to two (2) business days. On the same date a second email was sent to ****************, advising the refund of her ReloadIT gift card totaling $250 has been approved and to expect to receive a check in the form of a four (4) by six (6) postcard to the listed address within thirty (30) business days once the check was issued. On August 29, 2022, **************** responded to the second email that was sent on August 27, 2022, advising the listed mailing address was incorrect and provided the correct mailing address. **************** also advised that she was told that her refund will be expedited instead of having a thirty (30) days delivery timeframe. On September 1, 2022, an email was sent to **************** confirming the mailing address that her refund will be sent to. On September 2, 2022, case CS8109247 was then resolved, with a resolution email being sent to **************** advising her refund check will be issued on September 07, 2022 and to expect to receive her check as a four (4) by six (6) inch postcard. On September 5, 2022, **************** reopened case CS8109247 by responding to the resolution email on September 2, 2022, requesting confirmation that her refund check was sent to the correct shipping address and requesting instead to receive her refund check in a secure, private manner. On the same date, **************** responded to the email that was sent on September 1, 2022 confirming that the mailing address was indeed correct. On the same date, **************** sent an email questioning the security of the refund check being sent as a postcard, and request to get her refund back immediately. On September 7, 2022, case CS8109247 was closed as Resolved and a resolution email was sent, advising the refund check was sent to the second, correct address **************** provided. On September 12, 2022, **************** responded to the resolution email that was sent on September 7, 2022, advising she had received the amount of $25 instead of $250 in her postcard check. Case CS8262492 was created for this concern as Case CS8109247 was closed and was not able to be reopened. On September 14, 2022, an email was sent to **************** from case CS8262492 confirming that her refund check was sent with an incorrect amount and that we would proceed to send **************** the missing amount. On September 16, 2022, an email was sent to **************** advising her concern was addressed and she will be notified by email once the correction had been made. On September 20, 2022, an email was sent to ****************, advising a new check with the correct amount will be issued under the same name and address on the following week. On September 21, 2022, and email was sent to **************** confirming the corrected refund check will be sent on September 28, 2022, with a delivery timeframe of fifteen (15) business days once the check was issued.
As of September 22, 2022, we have confirmed that a refund check with the correct amount of $250 will be send to **************** on September 28, 2022. **************** will be expecting to receive a four (4) by six (6) inch postcard check within a delivery timeframe of fifteen (15) business days. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
*************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
***************************************
Initial Complaint
Date:08/19/2022
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 ordered a $50 ****** Gift Card through Kroger Gift Card on 5/17/2022.Never received, and website shown "processing" forever.Called numerous times, each time they said there's no problems, promising they would send it.A few weeks ago they sent me an email saying they can't process this order due to internal issue, and had to refund to my original payment. It's 8/19/2022, no card or refund received.No update of what's going on.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau
Complaint Case: 17744613
RE: *********************************
Dear *****,
On August 20, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************************* with respect to an order placed through http://giftcards.kroger.com. Blackhawk fulfills the orders placed through this website.
In researching this concern,it was determined that the order for the physical gift card did not reach our fulfillment center for processing. Because of the extended response time, the purchase price of $50 has been refunded back to the method of payment associated with the order. We ask that ********************** allow the refund to appear within the standard timeframe set by the financial institution associated with the method of payment used for this order. We sincerely apologize for any inconvenience ********************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:08/19/2022
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 paid ****** for a gift card that didn't work for any online purchases, even though I registered the card online. The company promised to issue a refund. It has been two weeks and no refund has been sent back to me. I tried calling them, they keep saying the department can't take calls, and that they are reviewing my request. Company is a scam. Case id is *********.Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau
Complaint Case: 17743021
RE: *****************************
Dear *****
On August 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a ************* gift card totaling $100.00 that does not work when making an online purchase. Blackhawk is a program manager of this card type on behalf of MetaBank.
On August 11, 2022, ************** called to report his ************* gift card totaling $100 was not working and requested for a refund. Case CS8044994 was created for Mr. ****** concern. ************* was advised his refund request was escalated and was advised a timeframe of fifteen (15) business days to receive his refund once the check was issued after the refund was approved. On August 12, 2022, an email was sent to ************* advised his refund request has been approved. ************** was also advised a timeframe of fifteen (15) business days to receive the check once it was issued. On August 15, 2022, ************** responded to the email that was sent on August 12, 2022, requested for the issue date of the check. On August 16, 2022, ************** called to request for an update of the refund process, he was advised the refund process is still in progress. On August 19, 2022, ************** called for an update of the case. He was advised the refund request was approved and was in progress to issue the check. ************** was also advised he would be notified once the check was issued. On August 24, 2022, an email was sent to ************** advising the check will be issued on August 31, 2022. On the same date, case CS8044994 was resolved.
As of September 1, 2022, we have confirmed that a refund amount of totaling $100.00 has been approved from ****************** refund request. We have also confirmed that a check was be issued to ************** on August 31, 2022. ************** will be expecting a 4x6 inch postcard check sent to him within fifteen (15) business days from the issued date of August 31, 2022. 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: 09/07/2022
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:08/18/2022
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.
I had 2 gift cards given to me as gifts. The first was a $200 card that purchased around the time my son was born on 05/07/2020. I purchased some things on Amazon but still had around $120 left on the card. The second card was a $200 gift card that was given to me on *********** day. Within about 2 weeks of each other, both cards were drained of their balances. I had tried to use the cards and they declined. Went to the website and got a message saying they are having problems accessing my info and to call if the problem continues. I thought it was a problem with the website. I tried to use the cards again. Declined. Went to the website. Same message. So I called. I was told by customer service that my cards were used in May and since it's now August, it's passed the 60 days and I can't file a claim.Business Response
Date: 08/29/2022
August 29, 2022
Better Business Bureau
Complaint Case: 17740392
RE: ***********************
Dear *****,
On August 19, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding unauthorized transactions on two (2) **** gift cards ending in **** and ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.
On August 14, 2022, ************** called regarding unauthorized charges totaling $200 on the gift card ending in ****. Dispute Case DS0385889 was created, and an email was sent to ************** advising that due to the extended timeframe between when the charge posted to the account and when the claim was reported, no actions could be taken at that time. Dspute Case DS0385889 was closed on the same date. On August 18, 2022,************** called to dispute charges totaling $200 on the gift card ending in ****. Dispute Case DS0387371 was created at that time.
As mentioned in the Terms and Conditions, any charges that are to be disputed must be reported within sixty (60) days of the charges being posted to the card account. As a one-time courtesy, we have reissued the funds in two (2) gift cards to be delivered via physical mail. ************** may track the progress of these gift cards by using tracking number 1ZEW97930299524335 on the ups.com website. 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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