Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.

Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.

https://blackhawknetwork.com/lets-talk/faq#user=all
https://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use

Complaints

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

Customer Complaints Summary

1,125 total complaints in the last 3 years.
388 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/13/2022
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.
Hello I had a giftcard I filed a dispute with. I would like to get the giftcard off hold and end the dispute. Card number is ****************. Please let me know once it's off hold so I can finally use it. I got the closure I needed someone told me they used it and gave me the money back.
Business Response
Date: 08/22/2022
August 22, 2022

Better Business Bureau
Complaint Case: 17713968

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

Dear *****,

On [date complaint was received], Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a **** gift card that has a hold due to a Dispute Case. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.

On July 19, 2022, we received a phone call from ***************************** advising that charges totaling $214.14 on the gift card ending in **** were not authorized. Dispute Case DS0377410 was created, and an email was sent to ******************** with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate his/her name and address if a purchase receipt or activation receipt was unavailable. ******************* was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days. On August 9, 2022, we sent an email to ******************** advising that the charge for $14.14 was credited back to the gift card in question and that we had not received the requested documentation within the ten (10) day timeframe. Dispute Case DS0377410 was closed on August 9, 2022, due to no response to our request for more information.

As of August 22, 2022, we are still waiting for the additional documentation to complete the investigation.**************** may send an email to ******************************************** or may contact us by phone at ************** to have a new Dispute Case opened for this concern.Please be advised that any disputed charges must be reported within sixty (60)days of the charge posting to the gift card account; because of this, it is recommended that **************** act quickly to ensure that the charge may be investigated thoroughly. 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: 08/22/2022

Complaint: 17713968

I am rejecting this response because:
I want to close the dispute charge. I just want to be able to use my card again. It gets declined at every store.

Sincerely,

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

Business Response
Date: 08/23/2022
August 23, 2022

Better Business Bureau
Complaint Case: 17713968

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

Dear *****,

On August 23, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response regarding complaint from ********************* regarding a **** gift card that has a hold due to a Dispute Case. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, Metabank.

Because of the reason stated for the disputed charges, the block cannot be removed. This is a security precaution that is required by the issuing bank to ensure there are no further fraudulent transactions. We invite **************** to contact our Dispute team directly either via email at ******************************************** and reference the Dispute Case mentioned previously, or he may contact our Dispute team by phone at ************** and reference the aforementioned Dispute Case to be advised as to what options are available 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 ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 08/27/2022

Complaint: 17713968

I am rejecting this response because:
I verified that my cousin was the person who used the card. They paid me back the $ by hand. So I wanted to remove the block on the card so that I can finally use the rest of the 300.

Sincerely,

*********************
Initial Complaint
Date:08/05/2022
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 ordered a $100 bed bath and beyond gift card on June 4, 2022 through Achievers, which is my employers benefit recognition company. The gift card was shipped via regular mail without tracking and was supposed to arrived within 25 business days. It did not arrive so I followed up multiple times throughout July. On my first encounter, I spoke with a representative and told them that I wanted my points refunded as the item I wanted to purchase the giftcard with was no longer available ( and I could have purchased it if the gift card had arrived). The representative told me that despite the terms of the transaction, they will reach out to the vendor to get a refund and I will hear back within 3-6 business days. I did not hear back from anyone so I reached out via email and phone multiple times. None of the representatives I spoke to had a resolution for my case and would not allow me to speak to a manager about the issue. They said they escalated the case however no timely resolution occurred. I received on email on 8/5/2022 saying they shipped another gift card again without tracking. I called achievers and they told me they could do nothing except reissue the gift card. Overall, extremely poor customer service with poor communication. I the would like the BBB help to either get a gift card sent with tracking or my points refunded (as the company messed up my order which caused me to forgo another transaction)
Business Response
Date: 08/15/2022
Tell us why here...August 15, 2022

Better Business Bureau
Complaint Case: 17677278

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

Dear ********,

On August 5, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding an Achievers order that has not been received.

In looking into order PWB-******-*****, it appears that the order has been shipped via **** First Class as of August 8, 2022. While there is no tracking number for this order,it is within the timeframe set for delivery as specified when the order was placed.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:08/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a card from amazon from Gift Card Mall. They sent it to me just fine. I use $40 of the $200 balance on the card. I try to use the card an hour later and the balance is zero. In that time someone used all of the balance 3 states over. I contacted Gift Card Mall, after an hour of automated telephone jargain, and they urged me to contact the seller.... I asked the, "you mean the fake company that took my 156$?" They said it may take a month to get back to me. I put that card on my credit because I'm poor and needed tires. They could care less that I'm out that money. To get this resolved, I was told to check my card balance everyday and when the unauthorized buy goes throug, to contact them again. I checked today, day one, the card isn't even active anymore. I have no way to get my money back and the non-english speaking customer service seems to care less.
Business Response
Date: 08/11/2022
August 11, 2022

Better Business Bureau
Complaint Case: 17673894

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

Dear *****,

On August 5, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding charges of $156.14 on an *********** gift card that he did not recognize. Blackhawk is the program manager of these gift card types on behalf of Metabank.

On August 3, 2022, we received a phone call from ****************** regarding charges on his gift card that he did not recognize. Case CS7988297 was created, and ****************** was advised that the transaction was still pending as of that date so no actions could be taken. As a security precaution, a replacement gift card was created and sent to ******************* address. Case CS7988297 was closed on August 6, 2022.

If ****************** still wishes to dispute the charge on his gift card, please have him contact our Dispute team directly.They *** be contacted by phone at ************** or by email at ********************************************* We sincerely apologize for any inconvenience [complainants name] *** have experienced.

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

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 08/14/2022
I am rejecting this response because:

The funds have not been returned to my card. I finally received the replacement card. I am awaiting an email to "start the process". I do not wish to close this until the funds they allowed to be taken through sub-par security practices, are returned to me. I am a struggling father. I purchased that card on my Amazon credit card to buy tires for my car I rely on to go to work. Imagine my disappointment when I go to finally do that, with debt I took on, and it's just whisked away. This process is entering its second week, I will accept the response when the funds are returned. They created a cased #, DS0385855 , but I am awaiting to hear if my claim is rejected or not.
Complaint: 17673894

Sincerely,

***********************
Business Response
Date: 08/15/2022
Tell us why here...August 15, 2022

Better Business Bureau
Complaint Case: 17673894

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

Dear *****,

On August 15, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from *********************** regarding charges of $156.14 on an *********** gift card that he did not recognize. Blackhawk is the program manager of these gift card types on behalf of Metabank.

On August 14, 2022, we see that Dispute Case DS0385855 was created, and an email was sent with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate his/her name and address if a purchase receipt or activation receipt was unavailable. ***************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days. We have received the requested documentation as of August 14, 2022 and will update ****************** as to our progress within the Dispute Case. Our research timeframe is between thirty (30) and ninety (90) days, however typically our investigation is done between thirty (30) and sixty (60) days. Should ****************** wish to request an update,he may do so by emailing us directly at ********************************************,responding within the thread that created this Dispute Case, or by contacting us by phone at ************** and reference Dispute Case DS0385855.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:08/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $25 **** gift card from these guys, about 2 years ago. It was never opened and as they state right on the card - "Funds do not expire". I called to get a replacement card and they said there was 0 balance on the card. I said that is not possible as it was never even opened. Held for a while and they came back saying that after 12 months there is a $3 charge per month, for what I have no idea, and that the card has 0 dollars on it, even though according to them the funds never expire. No where on the packaging is this stated. This card needs to be replaced and I will also make sure to tell anyone that listens that they should should not purchase cards from this scam of a company!
Customer Answer
Date: 08/04/2022
It is one of those companies that you are never sure of the name. The card says "The Perfect Gift", site is https://www.theperfectgift.ca/contact/ and says The Perfect Gift but when you go to the Contact Us section it has a name of Blackhawk Network and a different number, ************. The card itself has the phone number I supplied for them.
Business Response
Date: 08/12/2022
August 12, 2022

Better Business Bureau
Complaint Case: 17669550

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

Dear *****,

On August 4, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding an expired The Perfect ********* gift card totaling $25 CAD.

Our research into this card has been determined that while the gift card itself can expire, the funds associated with the gift card do not. Due to the nature of this complaint, we have reissued the expired funds totaling $25.00 CAD onto a new gift card, which has been sent to the physical address listed in this complaint. The shipping label has been created on August 11, 2022, however, the expected delivery date has not been updated. ************ may track the delivery of this gift card by going to UPS.com and entering the tracking number 1ZEW97930498995450. 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: 08/17/2022
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: 08/31/2022
Good day BBB. Since sending this information and accepting their response to my complaint nothing has been received by myself nor has this *** responded to any of my emails. Do I need to file another complaint or can you re-open ID # ********.

Thanks

*****
************
Business Response
Date: 09/02/2022
September 2, 2022

Better Business Bureau
Complaint Case: 17669550

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

Dear *****,

On August 31, 2022, Blackhawk Networks (Blackhawk) received an additional message regarding our response to a complaint from ******************* regarding an expired The Perfect ********* gift card totaling $25 CAD.

The shipping label has been created on August 11, 2022, however, the expected delivery date has not been updated. ************ may track the delivery of this gift card by going to ***.com and entering the tracking number 1ZEW97930498995450. As of September 2, 2022, the ***.com website shows that the package is on the way, although no delivery date is specified. ************ may contact *** directly via their website chat feature for any updates to the status of the replacement gift card; unfortunately, we cannot make any adjustments or research this on behalf of ************ as we do not have any insight into *** shipping methods or delays. 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: 09/02/2022

Complaint: 17669550

I am rejecting this response because:

That's a nice excuse but since you are the ones that shipped it I suggest you figure out what's going on and why it's delayed, or you ship another one. It's not up to me to chase these guys down, it's up to you to make sure we receive this. And next time respond to one of the three emails I sent you and we can stop wasting the BBB's time.

Sincerely,

*******************
Initial Complaint
Date:08/02/2022
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.
My girls birthday party was in May this year 2022. They recieved this $75 OmniCard **** giftcard. I just tried to used the card in July 2022 and it's expired 03/22. Crazy thing is the friend that purchased it put the receipt in the card with it and it was clearly purchased May 1st, 2022. Which means they're selling expired cards and keeping the money because they won't let you use them after the expiration date. When you call they hang up on you. I decided to look at their reviews and they have 1 and a half stars. They're stealing everyone's money. The reviews are terrible. So they're getting rich off everyone.
Business Response
Date: 08/02/2022
August 2, 2022

Better Business Bureau
Complaint Case: 17643928

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

Dear *****,

On July 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding charges on her Gift ********* gift card that were made by someone other than her.Blackhawk is the program manager for this type of gift card on behalf of the issuing bank, Metabank.

On July 29, 2022, we received a phone call from ************** advising that charges totaling $46.82 were not authorized by her. Our research determined that the gift card in question ending in ************************************************************* question were outside of the 60-day dispute timeframe that Metabank has set for this card type.

As a one-time courtesy, we have replaced the gift card in question with a new one ending in **** and applied a balance of $50 to it. The gift card has been sent via physical mail,and ************** will be able to track the shipment of this card by using tracking number 1ZEW97930291099828 on the *** 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
****************************************************
Customer Answer
Date: 08/03/2022

Complaint: 17657343

I am rejecting this response because:Wrong case I'd number and wrong person don't know a *****.

Sincerely,

*******************
Business Response
Date: 08/05/2022
August 5, 2022

Better Business Bureau
Complaint Case: 17657343

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

Dear *****

On August 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding expired funds on an ********* Gift Card. Blackhawk is a program manager of this card type on behalf of OmniCard.

Our research into this card has been determined that the funds associated with the gift card were removed after the expiration date as referenced in the terms and conditions of the gift card itself. As a one-time courtesy, we have reissued the removed funds totaling $75 onto a new gift card which has been sent to the physical address listed in this complaint. The expected delivery date is August 08, 2022,although this date may change due to unexpected conditions. ************ may track the delivery of this gift card by going to UPS.com and entering the tracking number 1ZEW97930295939190. 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:08/01/2022
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 purchased 20 **** gift cards and then realized it was a scam. I reached out to Blackhawk on July 15, 2022 for assistance. It is August 1, 2022 and I keep getting a runaround. No one is willing to help me resolve my case or even give an update, except to say they are working on it.
Business Response
Date: 08/15/2022
August 15, 2022

Better Business Bureau
Complaint Case: 17652782

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

Dear *****,

On August 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding twenty (20) **** Gift Cards that were purchased as fraud. Blackhawk is a program manager for these gift cards on behalf of the issuing bank, Metabank.

On July 15, 2022, **************** called to report a victim assisted fraud that caused her to make a purchase of twenty (20) $500 **** gift cards, totaling $10,000.00. Case CS7853744 was created, an email was sent to **************** requesting purchase receipt, images of the front and back of the cards, photo ID, customer's full name and address. On the same date, **************** responded to the email with the requested information. On July 18, 2022, *************** called for an update of the case, she was advised that we had received some information provided a timeframe of three (3) to five (5) business days for the resolution. On the same date, it was discovered that partial purchase receipt and partial card images were missing from the documentation **************** provided. An email was sent to **************** requesting for more information about the purchase receipt as well as the front and back images of the gift cards. On July 19, 2022, **************** responded to the email with the proof of purchase and the images of the front and back of the gift cards. On the same date, an email was sent to **************** advising only the front and back images of 8 gift cards were received, and the remaining front and back images of the other 12 cards were still needed. On July 20, 2022, **************** responded to the email with the front and back images of the gift cards. On July 21, 2022, an email was sent to **************** requesting for images of the front and back of 1 gift card. On the same date, **************** responded to the email with the requested information. On July 26, 2022, **************** responded to the email sent on July 21, 2022,requesting for an update of the case. On July 27, 2022, **************** was advised the case was still in progress and will be contacted with an update in a timeframe of one (1) to two (2) business days. On July 28, 2022, **************** called to requested for a supervisor's assistance, who advised her that the case was still in progress and provided a timeframe of one (1) to two (2)business days for an update. On July 29, 2022, an email was sent to **************** advising her refund request was still in progress. On July 31, 2022, **************** responded to the email sent on July 29, 2022, requesting for an update of the case, and on the same date **************** also called for updates about her request. Case CS7961753 was created, and **************** was advised that the refund process was still in progress. **************** then requested for a supervisor's assistance, who advised her the original case CS7853744 was still in progress and required more time. **************** was advised her concern will be updated and will provide a follow up. On August 1, 2022, **************** called for a case update as well as a for a supervisor's assistance. After we authenticated her name and address, we advised her the case was still in progress. **************** then requested for a manager's assistance, who advised her an email has been sent for the updates of her concern. On August 2, 2022, an email was sent to **************** requesting for a photo of Ms. ******* photo ID next to her face as well as a utility bill dated within the last sixty (60) days. On the same date,**************** responded to the email with the requested information. On August 5,2022, an email was sent to **************** requesting for a new photo of the utility bill. On the same date **************** responded to the email, asking for the information that was need for the utility bill so she can provide the correct information. We responded to ******************** question advising a photo with higher quality was required. On the same date, **************** responded to the email with the requested information as well as requested an update after the documentation was provided. No response was made to **************** on August 5,2022. On August 8, 2022, **************** called for a case update, at which time she was transferred to a supervisor and the case was reviewed. After ******************** name, address, and email were authenticated, she was transferred to a supervisor, who advised her the case is still in progress and we would provide and any updates as soon as they become available. On the same date, an email was sent to **************** advising the case was at its last step to process her refund. On August 9, 2022, **************** responded to the email asking for the timeframe of last process. On the same date, **************** sent a second email requesting for an update of the timeframe to resolve her concern. On August 10,2022, an email was sent to **************** advising the refund has been approved and a check will be issued to her. On August 12, **************** responded to the email on August 10, 2022, asking for the date of when the check will be sent. On the same date, **************** called and requested for a supervisor's assistance; she was advised that she would be transferred to the available supervisor, who then advised an email update will be sent to her in three (3) to five (5) business days. **************** responded to the email with more questions about the activation fee totaling $119.00 that was also charged due to the fraudulent purchases.We advised **************** through email that we are unable to refund the activation fee totaling $119.00 as the activation fee was charged by the store instead of Blackhawk. **************** responded to the email with gratitude.

As of August 15, 2022, we have confirmed that a refund amount of totaling $10,000.00 had been approved from the fraudulent purchase in which **************** was unknowingly involved. *************** will be expecting a 4x6 inch postcard check totaling $10,00.00 sent to her within three (3) to five (5) business day once the check was issued.Unfortunately, we are unable to provide a refund of the activation fees totaling $119.00 as the fees were charged by the store, not Blackhawk directly.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: 08/16/2022

Complaint: 17652782

I am rejecting this response because:

The company cannot consider this case closed or resolved, because they have not provided the most important detail. They have not indicated when the check will be mailed. I have talked with numerous individuals, including managers (*********************). All they will tell me is that once the check is issued, allow 3 to 5 business days to receive a postcard check. For all I know, it could *********** months for them to process a check, especially since this case has been ongoing since July 15.

In my opinion, the company should provide a date that the check will be mailed, and mail it via a service with a tracking number (i.e., Fed ******** etc.).

I am also very disappointed that they will not reimburse $119.00 for the activation fee on all 20 gift cards. The activation fee is stated on the cardboard that contains the **** gift cards. You cannot use the gift cards unless you pay a $5.95 activation fee per card. In other words, the cards are useless unless you pay the activation fee. The stores that sell these **** gift cards will not sell them until you purchase the activation fee. This should fall squarely on Blackhawk instead of the retailer.

Sincerely,

***********************
Business Response
Date: 08/22/2022
August 22, 2022

Better Business Bureau
Complaint Case: 17652782

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

Dear *****,

On August 16, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to ****************** complaint regarding twenty (20) **** Gift Cards that were purchased as fraud.Blackhawk is a program manager for these gift cards on behalf of the issuing bank, Metabank.

As of August 22, 2022, we have confirmed that a refund amount of totaling $10,000.00 had been approved from the fraudulent purchase in which **************** was unknowingly involved. We have also confirmed that a check will be sent as expedited on August 24, 2022. **************** will be expecting a 4x6 inch postcard check totaling $10,00.00 sent to her within three (3) to five (5) business day once the check was issued.Unfortunately, we are unable to provide a refund of the activation fees totaling $119.00 as the fees were charged by the store, not Blackhawk directly.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:07/29/2022
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.
Received a $50 prepaid **** card for a gift. Tried to use on an online purchase and it was denied. I called customer service and they said that someone else had registered the card and used it. They said the card had been used on 1/3/2022 at a business called *************. Since the purchase was more than 60 days ago, they would not even entertain disputing it. Like I would know that somehow, someone had obtained the card numbers on a sealed **** card. I have never been to ************* by the way. I called both the customer service and corporate numbers and received no resolution.
Business Response
Date: 08/02/2022
Tell us why here...August 2, 2022

Better Business Bureau
Complaint Case: 17643928

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

Dear *****,

On July 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding charges on her Gift ********* gift card that were made by someone other than her.Blackhawk is the program manager for this type of gift card on behalf of the issuing bank, Metabank.

On July 29, 2022, we received a phone call from ************** advising that charges totaling $46.82 were not authorized by her. Our research determined that the gift card in question ending in ************************************************************* question were outside of the 60-day dispute timeframe that Metabank has set for this card type.

As a one-time courtesy, we have replaced the gift card in question with a new one ending in **** and applied a balance of $50 to it. The gift card has been sent via physical mail,and ************** will be able to track the shipment of this card by using tracking number 1ZEW97930291099828 on the *** 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
****************************************************
Initial Complaint
Date:07/28/2022
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.
Ok,I brought a $100.00 gift card and when i tried to activated it, the card was find, but when i tried to use it to make a purchase it would not go thru, so i was connected with customer service on back of the card ,The man seen to know alot about the card and what i was trying to do ,so he told me the card was now activated and ready to use ,i said ,Ok So when i went to use the card to make a purchase it said my card was not recognized, i tried to call customer support back but i was blocked from everything and my money was stolen,I contacted Black hawk my giftcard and sent in the supporting documents they ask for 2 times,They told me it would take 5 to 15 days now it been almost 3 months these people are not good ,i did receive a replacement card with a total of $35. 00 added to it and now after 3 months i been given excuses after excuses about my addition funds, Its within the company the cheating, poor americans,who cant afford food almost, taking our money,And iam not alone i did some research on this company and found a lot of hurting soul who money have been taken,hundreds of innocents souls, i will worry them day in an day out i need my funds that was stolen from my limited income Sincerely.
Business Response
Date: 08/09/2022
August 9, 2022

Better Business Bureau
Complaint Case: 17637001

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

Dear *****,

On July 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding on some unauthorized transactions on her **** Sparkle gift card. Blackhawk is the program manager for these **** gift card types on behalf of Metabank.

On June 14, 2022, ****************** called to report two unauthorized transactions totaling $64.93 on the **** gift card ending in ****, Case CS7618640 was created, ****************** was authenticated,and the call was transferred to disputes team. CS7618640 was then closed. Dispute case DS0366139 was created after the transfer, and an email was sent with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. ****************** advised she will send the documentation via fax. On July 5, 2022, a second email was sent requesting the Dispute Form, card images, the purchase receipt or activation receipt or a copy of a phone **** or utility **** to verify her name and address. On the same date, ****************** called and advised she had sent all the documents through mail. She was advised about the dispute timeframe for us should we receive the documentation via physical mail. On July 11, 2022, ****************** called for a case update, she was advised about the timeframe of fifteen (15) to twenty-one (21) days for us to receive the documentation in the mail. On July 16, 2022, ****************** called for an update of the case. We informed her that the requested documentation was still needed. ****************** then requested for a supervisor's assistance, and the call was then transferred to a supervisor, who then explained we need to allow the full seven (7) to fifteen )15) business day timeframe for us to receive the documentation in the mail. On July 18, 2022, ****************** called for an update of the case, and she was again notified about the seven (7) to fifteen (15)business day timeframe if the documentation was sent by mail. On July 19, 2022,****************** called for a case status update, and she was advised that we still needed the documentation to continue the Dispute process. ****************** stated she sent the documents by mail. She was reminded the documentation can take seven (7) to fifteen (15) business days for us to receive the documentation via mail. On July 21, 2022, ****************** called for a case status update, and she was advised the mail she sent has not been received. On the same date, an email was sent to her requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. On the same date, ****************** responded to the email advising the documents including the card was sent to us on July 01, 2022. She advised she had sent the documentation to us and will not send any documentation again.On July 22, 2022, ****************** called and advised she have sent the requested documentations by fax. We advised ****************** that in order to better assist her we need to have the requested information and advised ****************** to resend the documentation to ********************************************* however, ****************** reiterated that she had sent the documentations and will not send it again. On July 24,2022, ****************** contacted us via email for case updates. No response was made at that time. On July 25, 2022, ****************** called for a case update. We advised her we are unable to continue the process as we did not receive the requested documentation, and we also advised ****************** that it must be re-sent. On the same date, ****************** called twice for case updates, and we informed ****************** that we were still waiting for the requested documentation.We advised her to resend the documentation, but ****************** refused and advised that she had mailed the documents twice. On July 27, 2022, an email was sent to her requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable.On the same date, ****************** called for a case update and addressed that she has sent the documentations through the mail. We advised ****************** we have not received any documentations from her and advised ****************** to send the documentations via fax or email. On the same date, ****************** responded to the email and reiterated that the documentations were sent to us. On July 29, 2022,****************** called for a case update. We advised ****************** that no mail was received and advised ****************** to send the information via email. On July 30, 2022, an email was also sent to her requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. On the same date, ****************** responded to the email advised she have sent the requested information, and that is how she received the replacement card from us. On August 1, 2022, an email was also sent to ***************** requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. On the same date, ****************** called for a case update. We advised we still need the requested documentation. ****************** then disconnected the call. On August 2, 2022, **************** called for a case update and requested immediate action. We reviewed the case and advised we will need the requested documentation. On August 6, 2022, ****************** called for a case update, she was advised the documentation was required as it is part of our legal process. ****************** agreed with the explanation. On August 8, 2022, ****************** called and advised she had sent the original card to the *** address she found online. She was advised that the card images were waived, and she only needed to provide the pending documentation.

As of August 9, 2022, we have not received the requested documentations from ****************. Due to the nature of this complaint, as a one-time courtesy we have reissued the dispute funds totaling $64.93 onto a new gift card, which has been sent to the physical address listed in this complaint. The expected delivery date is August 10,2022, although this date may change due to unexpected conditions. ****************** may track the delivery of this gift card by going to UPS.com and entering the tracking number 1ZEW97930298245237. 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:07/27/2022
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.
i bought 3 gift cards total $950 to pay my bills and i needed a refund because i could not pay my bills with the cards, they took my money and has not return it its almost 60 days my bills need to be pay i got them because i didn't want to get rob and now they are robbing me giving me the run around about my money. i am so tired of this mess with them i had to borrow money to pay my **** if not just put the money back on the cards and i can at least sell them don't just take my money they need to pull them cards to many complaints shut them down they have given me so much c*** this type of stuff is what make people snap
Business Response
Date: 08/16/2022
August 16, 2022

Better Business Bureau
Complaint Case: 17633442

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

Dear *****,

On July 27, 2022, Blackhawk Networks (Blackhawk) received a complaint from [************************* regarding a refund that was not received in a timely manner.

On May 31, 2022, we received a phone call from ****************** asking why the gift card is not working. Case CS7508769 was created, and ****************** was advised that our gift cards are to be used like a **** debit or credit card to purchase products and cannot be used to pay for services such as electricity bills, phone bills, water bills,money orders, etc. ****************** requested a refund for the $950 on the gift card to be sent to her via a physical check. On June 3, 2022, an email was sent to ******************, advising that a refund check will be sent as a 4x6 inch postcard.Case CS7508769 was closed on June 6, 2022. On June 30, 2022, we received a phone call from ****************** advising that the refund check had not been received. Case CS7743573 was created, and it was determined that the address we had on file was incorrect. The address was updated and on July 7, 2022, we sent an email requesting confirmation that the **************************************** address was correct. ****************** called the same day inquiring about the status of the refund check, at which time she was advised that we had sent her an email requesting confirmation of the physical address. A second enail was sent on the same day, requesting confirmation that the **************************************** address is correct. ****************** called back and advised that the correct address is ******************************************************. ****************** called back later the same day, advising that the correct address was not the Renoul Drive address, but rather the ****************** address instead. We received an email on July 7,2022 from ****************** advising that the **************************************** address was correct and should be used to send the refund check. On July 11, 2022, ***************** called to inquire about the status of the refund; ****************** was advised that our accounting team was addressing the issue and would be advised of an update once the issuance date was available.

On July 15, 2022, ****************** called regarding Case CS7508769 and was advised that our accounting team is continuing to research this issue. On July 27, 2022, ****************** called back and was advised that the check was sent on June 8, 2022; because of the extended timeframe that the check was not received, the initial refund was canceled, and a new check would be sent August 6, 2022. On August 1, 2022, ****************** called and was advised that instead of a physical check, a new gift card containing the $950 balance would be sent to her via overnight mail. Our records show that the gift card has been received and partially used as of August 16, 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
****************************************************
Initial Complaint
Date:07/27/2022
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.
The dispute is about a gift card. My son got me the $200.00 card for Christmas. I hadn't used it right away but when I called the number to authorize it, there was already purchases on there! So I called the complain ***** to report this. They told me to send some information and they'll check into it and send me a replacement card! They did send me a new card ,but the first issue wasn't resolved!!! When I called to authorize the new card, It stated I had $60..00 on it !! It was supposed to be $200.00??? I don't know how this could be if the new card was in the mail, when I got it there were charges on it already???? They keep me running around and still nothing from JANUARY!!!! STILL NOT resolved!!!! Please help me get this settled, I can Really use that money NOW!!!!!!
Business Response
Date: 08/10/2022
August 10, 2022

Better Business Bureau
Complaint Case: 17632610

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

Dear *****,

On July 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding some unauthorized transactions on her MasterCard Gift Card. Blackhawk is the program manager for these MasterCard gift card types on behalf of Metabank.

On January 24, 2022, ***************** called to report three unauthorized activities on her gift card.Dispute case DS0305755 was created, an email was sent with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On January 25, 2022, ****************** advised that she was unable to send the requested photos due to copier issues. On the same date, we advised ****************** that she can send a **** or photo ID instead of the photo of purchase. On January 27, 2022, a second email was sent with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On January 29, 2022, ****************** responded to the email requesting a case update. She also advised that the requested documentations were sent to us via fax. On February 4, 2022, ****************** called regarding on the funds on the replacement card she received. ****************** was advised the Dispute Case DS0305755 was still in progress and was advised about the merchant research timeframe. On February 8, 2022, a third email was sent with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On March 7, 2022, ****************** called for a case update as well as advising the requested documentation was faxed. We advised that we did not receive the documentation. On March 10, 2022, a fourth email was sent with a Dispute Form, requesting photos of the front and back of the gift card,a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On March 30, 2022, ****************** called for a case update, reiterating the requested documentations had already been sent. We advised we had not received the documentation as of that date. ****************** advised us that she will send the documentation again. On April 4, 2022,Dispute case DS0305755 was closed due to no response from the customer. On April 6, 2022, ****************** called for a case update, she was informed that we have not received the requested documentation. ****************** reassured us that she sent the requested documentations to fax number **************. On April 24, 2022, Dispute Case DS0305755 was resolved due to no response from the customer. On May 20, 2022, ****************** called for a case update. She was informed that Dispute case DS0305755 was resolved due to no response. A new Dispute case DS0357994 was created for her concern, and Dispute case DS0305755 was reopened. ****************** advised the requested documentation were sent via email, and we advised we have not received the documentation from ****************** but will sent another email requesting for the documentation so she may respond.****************** agreed with the advice, and on the same date a fifth email was sent with a Dispute Form in both Dispute case DS0305755 and DS0357994, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ***************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On May 24, 2022, ****************** called for a case update on Dispute case DS0357994. We informed her that we are missing the requested documentation and advised her the required documents we need and instructed her on how to submit the documents. On the same date, ****************** sent the requested information to Dispute case DS0305755. On June 01, 2022, an email was sent to ****************** with a dispute form through Dispute case DS0305755, advising that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On June 8, 2022, ****************** called for a case update in Dispute case DS0305755, and she was advised that the requested documentation was received and our Dispute Team was working on the case. On July 11, 2022, ****************** called for a case update on Dispute Case DS0305755.We advised that what she was told on June 8, 2022, was incorrect, as we still need the completed dispute form from ******************. ****************** was advised we will escalate her concern in Dispute Case DS0305755, and she was told that she will receive a call back with the resolution. She was then advised that the Dispute Case DS0305755 can not be reopened as the transaction has past One Hundred Seventy-Five (175) days. ****************** was advised to reach out to the merchant to recover her loss. On the same date, an email was sent to ****************** with a dispute form in Dispute case DS0357994, advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On July 12, 2022, ****************** responded to the email in Dispute case DS035799, advising she was unable to sign the bottom of the dispute form. On July 17, 2022, an email was sent with a Dispute Form in both Dispute case DS0357994, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate her name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. On July 18, 2022, ****************** called and requested for a supervisor's assistance as she advised she have sent the Dispute Form on July 11, 2022. The call was then transferred to a supervisor,who then advised ****************** that we have received the card images and the utility bills on Dispute Case DS0305755, however, a completed dispute form was still needed. On July 20, 2022, ****************** responded to the email sent on July 17, 2022, with the information. On July 22, 2022, Dispute case DS0305755 was closed.On July 27, 2022, an email was sent to ****************** with a dispute form, advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question.

As of August 10, 2022, we have not received the completed dispute form from ******************. In order to insure we are investigating thoroughly and accurately, a completed Dispute Form is required. Once we receive the requested documents, we will be happy to continue to research her concern. We sincerely apologize for any inconvenience ***************** may have experienced.

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

Best Regards,

*************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
***************************************
Customer Answer
Date: 08/11/2022

Complaint: 17632610

I am rejecting this response because:

Sincerely,

****** Hrabina This answer is incorrect !!!I have sent them ALL the information they requested !! I even went to my Library to make sure I did it right ! They assured me that it was sent in the right manor !!! They ALWAYS give me that same answer, they didn't get it ???? I've sent the info by faxing them, then at the library, even my son-in;-law sent it from his computer !!!!! So how many times do I have to keep trying ????? I ************************ unless they don't want to pay me back !!!!! The gift card was for $200.00 from my son for X-mas and he works hard for that money!!!!!!!!!!!! I really need that money because I was going to buy Eyeglasses for myself!! I NEVER USED THAT CARD TO BEGIN WITH !!!!!! This has gotten to be ridiculous !!!!! Since January ??????? Please, can we get this settled ???????????

Thank you !!
Business Response
Date: 08/15/2022
August 15, 2022

Better Business Bureau
Complaint Case: 17632610

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

Dear *****,

On August 12, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to Daunta Hrabinas complaint regarding some unauthorized transactions on her MasterCard Gift Card.Blackhawk is the program manager for these MasterCard gift card types on behalf of Metabank.

As of August 15, 2022, we have not received the completed dispute form from ******************. In order to insure we are investigating thoroughly and accurately, a completed Dispute Form is required. The dispute form is an editable PDF; once its download into the computer, it may be edited using Adobe Acrobat Reader which it is a free download. Once we receive the requested documents, we will be happy to continue to research her concern. We sincerely apologize for any inconvenience ***************** may have experienced.

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

Best Regards,

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

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