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
- 1,126 total complaints in the last 3 years.
- 389 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:06/20/2025
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.
My 3 sisters gave me a $300 gift card for my birthday to use for eye care more than 2 years ago. I didn't begin to use it until February, 2025, however when I endured financial hardship from an online employment scam. I only made *******/**** ***** purchases shown on the attached Transaction History with 2/10 as my last use. 2/7/2025 shows the running balance to be faulty. When I was going to use it again in the same way having spent $120.62 of the $300; the balance was nearly depleted. I submitted a February dispute which took 90 days to resolve in refunding the $125 spent on Steam games. As a Senior Citizen I've no exposure to or knowledge of such. My new card had the right $179.38 balance. Humana ******** requires a full year in-between eye exams so I went online 6/11/2025 to order new glasses using my 6/10/2025 new prescription discovering again a depleted balance without my ever using the card since 2/10/2025.This time on 6/11/2025, Epic Games Art ******* totaling $177.60 was bought. Again I've no exposure or knowledge of such games. I called BHN & an agent assisted in completing the Dispute Form, confirming many ************************** hacks too. I submitted the Form, without other pertinent requested docs due to the lengthy card POS timeframe & the 1st 90-day refund delay. Blackhawk Network asked for a *********** card; card purchase receipt/bank statement; + a police report none of which was required in the 1st dispute case before the new card issuance. I'm being victimized & abused by these unreasonable requests. I sent a Driver's License photo copy to verify my age. Unavailable POS proofs & the police report extend the victimization I've endured being severely deceived & injured due to the stress that these thieves have subjected me to. ********** police (approx. population 2307) don't investigate online crimes. *** has all available unauthorized use proofs.
Business Response
Date: 07/02/2025
July 2, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ****
Dear Aspen,
On June 20, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding unauthorized charges against a **** gift card ending in 2242.
On June 11, 2025, we received a phone call from Ms. **** stating that the **** gift card ending in 2242,which had been replaced within Dispute Case CDS0067616, was not able to be found. We replaced the card with a new **** card ending in 4704. Ms. **** stated that she located the card ending in 2242 but that it no longer worked due to being replaced. Ms. **** also advised that there were unauthorized charges against the replacement card. Dispute Case CDS0223967 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 bill to validate her name and address if a purchase receipt or activation receipt was unavailable. Ms. **** 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, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed,options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.
On June 16, 2025, we re-requested the documentation as well as a color photo of Ms. **** holding her ID, making sure her face, hands, arms, and torso were clearly visible, and a Police Report due to the nature of the disputed charges. We received photos of the front of the card and a Photo ID on June 19, 2025. On June 26, 2025, we re-requested photos of the back of the card ending in 4704, and we received the Dispute Form and photos of the back of the card.
On June 27, 2025, Dispute Case CDS0223967 was closed in Ms. ****** favor, with a refund check being requested for the disputed amount in lieu of another replacement card being sent. We ask that Ms. **** allow fifteen (15) business days for the check to be generated,with an additional ten (10) business days for the check to be sent. Should ******* wish to request updates to the status of her check, we invite her to contact our Dispute Team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Ms. **** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I was informed by *** that a check was being mailed in the amount of $177.60 & that the remaining $1.78 on the card would be available on a new card totaling the $179.38 that had been available before the unauthorized use for games on 6/11. I understand that the check should arrive no later than the end of July, 2025 with an initial 15 business day wait from 6/27 then an additional 10 business days for mailing.
Sincerely,
***** J ****Initial Complaint
Date:06/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a digital card from a class action settlement that I was part of and I havent been able to use the card. On 06/16/25- I called the customer service number and they said I would need to send in some documents to verify my information. So I sent the documents by email on 06/26/25 at 5:59 AM. I also sent more information by email at 9:02AM and 9:05Am. At 2:03pm I emailed asking for an update. At 4:48pm I received an update from ****** a customer service *** stating that they are reviewing the information. At 8:54 PM I responded to the update asking what was going on. On 06/17/25 at 11:41 Am I again emailed asking for an update. I received no response. On 06/18/25 I emailed about any updates and again no response so I called on 06/18/25 and they said that I would be receiving an update that night. 06/19/25 I still havent received any updates so again i called them on 06/19/25 and the *** said they had received my documents and he would ask the department to escalate everything and i would have to wait 24 hours for an update. I'm just trying to use my card that I received so I dont know what's going. I've never had a problem with this before. I've always been able to use my cards. I shouldnt have to wait this long to use my card. This is ridiculous. Anyway here is my case number CS16623276Business Response
Date: 07/03/2025
July 3, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On June 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding a virtual settlement ********** that has been blocked from use.
On June 15, 2025, Case CS16623276 was created by a phone call from Ms. ****** to state she was unable to use a virtual MasterCard ending in 5776. An email was sent to ********************* to request a screenshot of the confirmation email received which contained the reward details and redemption code, a current government-issued photo ID with date of birth, and a copy of a utility bill or bank statement showing the full name and address registered on the card to establish proof of ownership. We received the proof of address and ID on June 16, 2025, and advised Ms. ****** via phone call on June 24, 2025, that the card could not be unblocked and that she would need to reach out to the program administrator for further assistance. On June 24, 2025, we received an email from a ******* Khaytu using Ms. ******** email, stating that she had given the card to Ms. ******* We also received emails from ******************* with the Case number and a request to have the card unblocked.
Our records show Ms. ****** is not the intended recipient of the card. This block is a security precaution set in place by the program administrator to protect against potential fraudulent use; we recommend that Ms. ****** or the intended recipient reach out to the program administrator for further insight as to what options may be available for Ms. ****** to be able to access the funds. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:06/17/2025
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.
After checking the balance for my **** Gift card from the website indicated on the back of the card, there were 3 fraudulent transactions that used up the remaining balance on the same day. The website must not be secure since it allowed the balance to be stolen. There are 2 problems: 1. Security problem on the website allowing balance to be stolen. 2. Money stolen that should be reimbursed. Attached letter and screenshot of transactions have more detail.Business Response
Date: 06/18/2025
June 18, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On June 17, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding unauthorized transactions against a **** gift card ending in 1400.
Our records show the transactions in question are within the sixty (60) day timeframe to begin a dispute as referenced in the Terms and Conditions. To that end, we invite ********* to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 06/23/2025
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. Blackhawk Network Holdings **** is investigating my claim of 3 fraudulent transactions on my gift card that occurred on 6/17/2025 after I checked my balance on their website. I have contacted their Dispute Team and filed a claim to investigate the transactions that I did not make. Unfortunately, there is no guarantee that I will be refunded the money that was stolen. It will take 30 90 days for the investigation to be completed, and I am required to respond to my BBB claim within 5 business days. I hope their Dispute Team can clearly prove that I did not make the 3 transactions in question.
It is important that Blackhawk verifies the security on their own website (*******************************************************************) to prevent this from happening to other people who receive gift cards. Their response made no mention of taking this action.
Sincerely,
****** ******Initial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My gift card was used by someone other than myself. I filed a case on 3/15/25 and the issue still hasn't been resolved. I've been told several times that I would receive a new card gift card in the mail, and haven't received it. As requested I provided the business with a receipt for proof of purchase of the gift card. Case numbers that have been issued to the case CS # ******** and CDS0134327Business Response
Date: 07/03/2025
VIA BBB WEBSITE
July 3, 2025
Better Business Bureau
Complaint Case: 23474271
RE: **** ********
Dear *****,
On June 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding issues with the dispute process on her ********** gift card ending in 2923.
On March 15, 2025, our customer service team received a call from Ms. ******** in regard to unauthorized activity on her Mastercard gift card ending in 2923. Our team opened case CS15733447 and requested the following information to begin a dispute case. Our team requested images of the card front and back, proof of purchase receipt and a bank statement showing the purchase that was made. That same day we received images of the card. On March 24, 2025, our team received copies of the proof of purchase and the proof of activation. On March 29, 2025, dispute case CDS0134327 was created. On March 30, 2025, our team began actively disputing the charge with the merchant and advised Ms. ******** that the process can take anywhere from 30 to 90 days. On April 8, 2025, our team reached out to Ms. ******** to confirm if she recognized the charge for the amount of $373.90. On April 13, 2025, we received confirmation from Ms. ******** that the charge was not processed by her. On April 15, 2025, we updated Ms. ******** that the case is still being processed and reminded her of the previous time frame. On April 23, 2025, Ms. ******** requested an update on her case. On April 29, 2025, our team confirmed that the case was still actively working. On May 13, June 2, and 16, 2025, Ms. ******** again reached out requesting an update on her case. On June 17, 2025, our team reached out to inform us that the dispute was won in her favor and that a new replacement card would be issued and to please allow up to 10 business days for the card to arrive. On June 17, 2025, Ms. ******** contacted our team wanting a physical card and requested to know who would activate the replacement.
On June 27, 2025, our team reached out to Ms. ******** to confirm if she had received the card as our team noticed it was activated. On June *******, Ms. ******** confirmed she had received the card. We sincerely apologize for any inconvenience Ms. ******** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************Customer Answer
Date: 07/15/2025
Complaint: 23474271
I am rejecting this response because: The gift card finally was replaced, and when I went to use it, the purchase I tried to make was declined. After several attempts to find out why and several times being disconnected over the phone, I'm not told I'll receive a check within 15- 20 business days. ( July 16- July 23). Some of Blackhawk Networks response is also incorrect on what actually happened, The business failed to mention that they originally said once a copy of the receipt for proof of purchase was received the card would be replaced, that was on 3/19/25 by Christian. Then when that didn't happen and a long investigation they replace the gift card and the first purchase I go to make is declined. Then several phone calls later I'm told I receive a check in 15 - 20 business days. Also Blackhawk Networks states the amount is $373.90, the amount originally disputed was $477.20. So here it is 7/15/25 and I still have to wait to be reimbursed for a gift card I was scammed out of March. I was also told I would be provided with the name of the person that registered and used the gift card. When I requested this information I was told " Oh well it was just a bunch of letters not really a persons name". This business isn't ran very well.
Sincerely,
**** ********Business Response
Date: 07/15/2025
July 15, 2025
Better Business Bureau
Complaint Case: 23474271
RE: **** ********
Dear Aspen,
On July 15, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ******** regarding issues with the dispute process on her Mastercard gift card ending in 2923.
Our records can confirm that a refund check for $459.24 has been requested and will be sent on July 16, 2025. This check will arrive between fifteen (15) and twenty (20) business days as a 4x6 inch postcard check. Our records show there were two transactions dated June 30, 2025, at a Market Basket in ******, **; one for $16.46 and another for $1.50 We sincerely apologize for any inconvenience Ms. ******** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************Customer Answer
Date: 07/21/2025
Complaint taken in dictation by BBB rep ** 07/21/25
On 6/30/25 i had problem using the gift card they gave me and a purchase was not going through, but then I was able to make two other purchase it went through. So I went back to make the first purchase and it still did not go through, so after many calls because they kept hanging up on me. When I got through they said no purchase was declined. So after getting through it got escalated and the person name ******* said I would get a check and that was June 30 and he said it should come July 16, 2025 or July 23, 2025. So now there saying the check was sent out on July 16th and I have to wait another 30 days. What happened to receiving the check July 16 ***** or July 23, 2025 and now I have to wait another 30 days they are contradicting their selves. They need to be more honest and professional about how they treat customer.
Initial Complaint
Date:06/15/2025
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 am filing this complaint against Blackhawk Network regarding a dispute for two unauthorized transactions totaling $499.98 on my prepaid **** card ending in 0591 (Dispute Case No. CDS0076618).Despite submitting all the documents *** delayed their response, and ultimately claimed the investigation was completewithout resolving the issue.On June 15, 2025 I called and asked to speak to a manager, I clearly stated that if they failed to resolve my case, I would escalate to corporate. Rather than helping, she responded hours later by demanding even more documentationSome are really ridicules. I believe this was retaliatory behavior rather than helpful because I requested accountability.I have now been waiting for months with no resolution. This process has been extremely frustrating and unfair. Their staff seem to ignore my emails and fail to escalate the matter as promised.Desired Outcome:I want a full refund of $499.98 credited to my card or mailed as a check. I also request that *** be held accountable for the delay and mishandling of my dispute.Business Response
Date: 06/26/2025
VIA BBB WEBSITE
June 26, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ***** ******
Dear Aspen,
On June 15, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding the documentation request for an existing Dispute Case CDS0076618.
On February 18, 2025, ********* contacted us to report charges on her gift card ending 0591 that were not recognized. Dispute case CDS0076618 was created to assist Ms. ******* and an email with the Dispute Form was sent to Ms. ****** requested for documentation to support our investigation. As part of our security precautions, a replacement gift card was also issued to Ms. ****** with the remaining funds on the original gift card. On the same date, we received a copy of the card image and the proof of purchase from Ms. ******* On April 1, 2025, Ms. ****** contacted us and requested an update regarding her concern. On April 10, 2025,an email was sent to Ms. ****** requested for a completed dispute form. On the same date, Ms. ****** responded with the dispute form. On April 20, 2025, an email was sent to Ms. ****** advising her that we have found inconsistences within her claim, hence her dispute was considered to be closed.
On June 15, 2025, Ms. ****** contacted us and requested an update regarding her concern. On the same date,an email was sent to Ms. ****** and requested documentation to complete the dispute process. From June 18 to June 25, 2025, we made three attempts to re-request the documentation from Ms. ****** to complete the dispute process and we have yet received a response from Ms. *******
As of todays date, we are still pending for the requested documentation from Ms. ******* In order to ensure we are investigating thoroughly and accurately, an image of a valid Photo ID from Ms. ******* a Selfie of Ms. ****** with the Photo ID and a Police Report, was required to complete the dispute process. Should Ms. ****** wish to continue with her dispute claim,we encourage Ms. ****** to response to the previous email communication from Dispute case CDS0076618 with the requested documentation. We also encourage ********* to contact our **************** team using the phone number at the back of the gift card if Ms. ****** wishes to receive additional insight regarding her concern. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 06/27/2025
I disagree with Blackhawks response.
I already provided multiple documents (dispute form, card image, proof of purchase).
The demands for a selfie and police report appeared only after I escalatedthis feels retaliatory and excessive.
They closed my case before the 10-business-day deadline, violating their own policy.
Their statement that this is resolved conflicts with asking for more documents.
I request the BBB keep this complaint open until they either process my claim fairly or give a clear explanation why these extra steps are required.Initial Complaint
Date:06/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 10th around 7:30 am, I contacted customer service at ************* to ask them if my gift card of $175 *************** could be reissued since it had just expired and I didn't use it. A CR confirmed they would be able to do it but they would deduct a $10 fee and it would take 24 hours. I confirmed I was ok with it. I also asked for a ticket number and got CS 165 642 07.The next day (June 11th), I called back around 7:30 am to let them know that I didn't receive anything. The new CR added a few notes and told me the card would be issued within the next hour or to call back the next morning.The next morning (June 12), I called back and told them it was still not received. The ** confirmed he told his supervisor and I would get the card within 1-2 hours. I told him I was told that twice already and was still waiting but he said "I can guarantee you it will sent within 2 hours". He also confirmed my email address.2 hours later, I got an email confirming that my case was closed and the new card will be emailed within 24 hours. ($165)On June 13th, I still didn't have any card sent to my email address. (Its been over 24 hours)Can you please send the $175 (minus $10) replacement card as agreed?Business Response
Date: 06/23/2025
VIA BBB WEBSITE
June 23, 2025
Better Business Bureau
Complaint Case: 23465590
RE: **** *******
Dear *****,
On June 13, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding a delay in receiving their replacement card gift card.
On June 10, 2025, Ms. ******* contacted our customer support in regard to her ********** gift card ending in 4170 that had expired and requested a replacement be issued. Our team advised us of a $10.00 reissue fee and Ms. ******* agreed. Case CS16564207 was opened to complete this **********. Jeannet was advised to wait 24 hrs. to receive her new gift card via email.On June 11, 2025, when Ms. ******* had not yet received her card, she followed up with our support team. Our team escalated the situation requesting the card be issued as soon as possible. On June 12, 2025, Ms. ******* followed up with our team. Our team assured her we had already escalated this and were anticipating a quick response. We advised her later that day a card had been issued to her email ************************
On June 14, 2025, we received confirmation from Ms. ******* that her card had been received and activated. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************Customer Answer
Date: 06/24/2025
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,
**** JInitial Complaint
Date:06/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received this gift card for a suit from Rash and ****** and have not been able to use it. Even when I called and gave them details of when I tried to use it that wasn't good enough. So I gave them all the information they asked for even though I thought it was too much I still have no resolve with the issue. I provided DL address email phone number and a copy of a utility bill.Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *****
Dear Aspen,
On June 12, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding roadblocks with redeeming a virtual MasterCard settlement card ending in 2806.
On June 5, 2025, Case CS16524096 was opened by Ms. ***** to advise that she was unable to redeem her card. An email was sent to ******************* to request a copy of the original email advising of the reward and containing the retrieval link, proof of address, and a photo of her ID. We received the documentation the same day,and sent an email to Ms. ***** on June 12, 2025, stating that the card had unblocked and was available to be redeemed.
Our records show that the card ending in 2806 has a current balance of $367.77, with pending transactions showing on June 16, 2025, and June 17, 2025. We sincerely apologize for any inconvenience Ms. ***** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:06/11/2025
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.
This was supposed to be a refund for 3 gift cards. They were supposed to mail me a check. They have supposedly "escalated" this issue, but still no response. I have contacted them multiple times and it is getting very frustrating. CS16524851Business Response
Date: 07/03/2025
July 3, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ****
Dear Aspen,
On June 11, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding a refund for three Andor orders that she has not received due to not having access to the method of payment used to place said orders.
On February 15, 2025, Case CS15459792 was opened due to Ms. **** requesting a refund for three (3) orders placed due to roadblocks with redeeming the gift cards associated with the orders. On February 20, 2025, we sent an email to ************************* to advise that a refund of $162.50 had been processed and the funds returned to the method of payment used to place the original orders. Ms. **** responded to advise that she wished to have the funds transferred to a different card type instead of a direct refund due to not having access to the card associated with the orders any longer, to which we advised Ms. **** that the funds would be applied to the account associated with the payment rather than the card directly.
On June 5, 2025, Case CS16524851 was opened by Ms. **** to reiterate her request for a refund despite the funds having already been applied to the method of payment used to place the order. We recommended that Ms. **** reach out to the financial institution associated with the payment method used, and advised that we would escalate her concern for further review. After internal review of the details of Ms. ****** situation, a refund check was approved on June 25, 2025, and an email was sent to request her physical address. Ms. **** responded with her address the same day, and on June 29, 2025, we advised Ms. **** that a check for $125 would be sent to her address within fifteen (15) business days. We sincerely apologize for any inconvenience Ms. **** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:06/10/2025
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 contact the fraud department, my boss gave me the gift card and someone one took all the money off of it, i called them they did their investigation, they gave me the money back on a new card they mailed out to me, 1 day later all the funds they put on was gone and used. I honestly believe its the employee working in that departmentBusiness Response
Date: 06/18/2025
VIA BBB WEBSITE
June 18, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** *************
Dear Aspen,
On June 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ************* regarding a replacement gift card that was redeemed without their knowledge.
On April 14, 2025, **************** contacted us regarding her concerns with the unauthorized charges on her gift card ending in 2838. Dispute case CDS0156068 was created to assist ****************, and an email with the Dispute Form was sent to Ms. ************* requested documentation for our further investigation. On April 22, 2025, an email was sent to Ms. ************* advising her that a chargeback process with the merchant has begun and a replacement gift card ending in 2703 was issued to Ms. ************* as part of our security precaution. On April 23 and April *******, Ms. ************* contacted us to follow up with the dispute progress. On May 1, 2025, Ms. ************* contacted us confirming that the replacement gift card ending in **************************************************************************************************** ************* that the partial funds were credited by the merchant and the full dispute funds will be received once the chargeback process is completed. On May 12, 2025, Ms. ************* requested a follow-up regarding the dispute. On June 2, 2025, Dispute case CDS0156068 was resolved, and an email was sent to Ms. ************* advising her that the dispute has won in her favor, and the dispute amount totaling $450.00 USD was credited back to the replacement gift card ending in 2703.
On June 10, 2025, we received a CFPB complaint from Ms. ************* regarding her replacement gift card ending in 2703 that was redeemed without her knowledge. On June 16, 2025, **************** contacted us to follow up regarding her concern. We emailed a copy of the Transaction History to Ms. ************* to verify the unauthorized transactions on the replacement card ending in 2703, which Ms. ************* confirmed that she did not recognize any transactions on the replacement gift card. On June 17, 2025, Dispute case CDS0230981 was created to begin the dispute process with the transactions on the replacement gift card ending in 2703. On the same date, dispute case CDS0230981 was resolved, and an email was sent to Ms. ************* confirming the dispute has won in her favor and a new replacement gift card ending in 8067 was issued to Ms. *************.
As of todays date, we can confirm a new replacement card ending in 8067 with a total of $450.00 USD was issued to Ms. ************** mailing address that was registered on file,which Ms. ************* will be expecting to receive the new replacement gift card within 3-5 business days from the issue date of June 17, 2025. We sincerely apologize for any inconvenience Ms. ************* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:06/08/2025
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 digital gift card. When I went to open the package the ** code you have to scan in order to add it to your wallet ripped and I was unable to add it to my wallet. I called the help line, spoke to someone and was told the problem should be resolved in ***** hours. I didn't receive communication from the company about my situation until 2 days later. I provided them with all the necessary information and then it wad radio silence. For two days I emailed trying to get in contact to make sure the had received the information they asked for. I finally called (we are now 4 days out from when I initially filed the situation) and was told to be patient and they would email me that day. They didn't and this continued until we approached a week since I initially called with my problem. Today, I had finally asked for a manager and was told something completely different that what the other agents have told me. This organization is disorganized. No one truly knows what's going on and they will tell you anything to get you off the phone so they don't have to resolve your issue. I'm no told I need to be patient for another 7-10 business days in order to receive a physical card, which is not what I was promised initially, to replace the digital card I originally purchased. Being patient should be what you tell your customers, you should resolve the issues as promised and not jerk them around.Business Response
Date: 06/20/2025
VIA BBB WEBSITE
June 20, 2025
Better Business Bureau
Complaint Case: 23440418
RE: ****** *****
Dear *****,
On June 9, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding issues receiving a replacement **** gift card for theirs ending in 3078.
On May 31, 2025, we received contact from Ms. ***** in regard to not being able to use virtual **** gift card ending in 3078. She requested a replacement card to resolve this matter. Our team opened case CS16478850 in order to address this further. On June 1, 2025, our team sent out a request for the following information: proof of purchase, images of the damaged ** code,and any screen shots of errors received while adding the card.
On June 2, 2025, our team again reached out requesting information in order to assist Ms. ****** On that same day Ms. ***** responded with an image stating that there was no error when she tried to scan it, it simply would not scan due to the damage done on the ** code. Our team understood and requested that the same day that Ms. ***** sends the previously requested proof of purchase. Ms. ***** responded quickly that day with an image of the original purchase receipt from ******* On June 3, 2025, Ms. ***** reached out to confirm we had received the image she sent of the receipt. On June 4, 2025, for good measure Ms. ***** sent us an image of the receipt again. On June 5, 2025, ******** called for an update. Our team advised they would be reaching out and should have a response in ***** hrs. On June 6, 2025, Ms. ***** contacted our team for an update. Our team explained we did not have an update yet and were waiting to hear back. On June 7, 2025, our team reached out to Ms. ***** offering to send a physical replacement card. Ms. ***** responded that same day stating she wished to have a digital not a physical replacement. On June ******, Ms. ***** contacted us requesting a digital card. And I want to speak with a supervisor. Our supervisor explained we unfortunately do not have the option to replace this digital card but can offer her a physical *************** ***** agreed to have the physical card. On June 9, 2025, our team requested the replacement card be issued and shipped. On June 11, 2025, the replacement card ending in 9180 was shipped.
On June 13, 2025, the replacement card was registered. On June 17,the replacement card was activated. We show since the activation that ********* has made a purchase on June 18, 2025, for $6.98 at ******, a purchase on June 19, 2025, for $10.00 at ******, and a purchase on June 19, 2025, for $11.76 at ************ She currently holds a balance of $31.26. We sincerely apologize for any inconvenience Ms. ***** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************
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