Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,125 total complaints in the last 3 years.
- 388 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/28/2025
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.
Ive been trying to resolve this with this company for 8 month. I sent them all the documents required. Then out of no where they requesting an unreasonable amount of documentations. I filed a police report sent it to them they said it had to be a paper report from the police station. Its 2025 the police reports are majority filed online and given online. When I called the police station they said I had to do it online since this wasnt a violent crime. Then iam also disabled so I cant get around in acquaint time to get all these things notarized ect. Mind you when i originally submitted documentation they only asked for. Dispute form, picture of card, and receipt. Which I provided to them. Spoke to manger and they advised me this issue would be handled promptly in 48hrs. This case has been going on for too long and iam being penalized and left out to dry. A mother shouldnt have to explain to her kids why this company stole our money and refusing to help. I also contacted the BBB and my local news station about this issue I need whats rightfully mine. The reps are rude and disrespectful. I just want my case resolved expeditiously so I can finally have the funds I paid for. Its almost 8 months and no resolution thats ridiculous. Blackhawk case # DS0831889
Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******** ********
Dear Aspen,
On May 29, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ******** regarding the documentation requirements on an existing dispute case DS0831889.
On December 8, 2024, we received a phone call from Ms. ******** regarding a **** gift card ending in 6395. Dispute Case DS0831889 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. We received photos of the card and the proof of purchase on December 9, 2024, and we received an email on December 16, 2024, Ms. ******** asked when the replacement card would be sent. On December 18, 2024, the Dispute Case was closed after our investigation had determined that no errors were found in the transactions and that Ms. ******** had benefited from the purchases. Mr. ******** called on December 19, 2024, asking why the dispute had been closed, at which point we explained why the dispute had been concluded.
On January 12, 2025, *********** called to request a refund, and she was advised to send in a completed Dispute form, a copy of a physical police report, a photo ID, and a photo of herself holding her ID, making sure her hands, arms, face, and upper torso were visible in the photo. Ms. ******** advised that she did not have time to fill out a police report.
On March 12, 2025, *********** called to state that she had not received the replacement card for her dispute. We sent an email to request a completed Dispute form, a copy of a physical police report, a photo ID, and a photo of her holding her ID, making sure her hands, arms, face, and upper torso were visible in the photo. We had no contact from Ms. ******** until May 28, 2025, when she asked when the money would be on her new card. We received the dispute form and ID, but we were unable to open the photo of her ID due to being a not accepted image. *********** called to advise that she could not provide a police report due to being disabled; this documentation is required due to the nature of the dispute that she had raised, and we requested it again on May 30, 2025. We sent a follow up email on June 9, 2025, and June 12, 2025, with no response. Because the mandatory documentation has not been received, we cannot assist at this time. Should Ms. ******** send the documentation to our Dispute Team, they will be happy to re-evaluate the dispute 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
**************
******************************Initial Complaint
Date:05/27/2025
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 settlement for a data breach from ****************************. They contracted with Black Hawk to issue the funds from the settlement.Literally almost the moment I activated the card to access my settlement, Black Hawk suspended the card.I called customer service to reactivate the card and they demanded a significant amount of unsecured personal information to do so, with it taking ***** days. This is a scam. Their hope is that people will not be willing to jump through hoops for 90 days to receive their meager settlement and they can keep the funds. The ones that do respond, they will have their driver's license and personal information to sell. The card needs to be immediately reactivated so that I can transfer the funds to my bank and not be reliant on the whims of this fraudulent financial institution.Business Response
Date: 06/09/2025
June 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ************
Dear Aspen,
On May 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ************ regarding a Virtual MasterCard disbursement card that has been blocked.
On May 20, 2025, Case CS16375240 was opened by Ms. ************ to address a virtual MasterCard disbursement card that she was encountering roadblocks with redeeming. An email was sent to *********************** with a request for a photo of her phone bill or utility bill dated within the last 60 days, a valid photo ID that included her mailing address, and a filled-out Dispute form. On May 22, 2025, we sent a follow up email requesting a copy of the original email containing the retrieval link for the disbursement card, a copy of a utility bill with full name and address visible, a photo of a current government-issued photo ID, and the name of the sponsoring company that provided the card. The request was re-sent on May 26, 2025, and the card was unblocked on May 28, 2025.
Our records show the card ending in 2718 has a balance of $58.03 as of today's date. If Ms. ************ encounters any further roadblocks with redeeming the card, we invite her to contact our **************** team directly so an agent can provide any insight that may be available. 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,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:05/27/2025
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 refund from a class action lawsuit and chose a gift card. I made one small purchase and Blackhawk locked my card citing "security reasons".I've requested to know what exactly this is and they told me I need to send in all of this ridiculous documentation and still won't tell me what security reasons caused it to be locked. They also reply once every 2-3 business days.From my perspective Blackhawk is a business that deals in prepaid giftcards. They make money from inactivity on cards. I believe they are locking cards for no reason and making it difficult for cardholders to unlock the funds. I shouldn't have to send you my driver's license, a utility bill, a bank statement etc that's an invasion of privacy. I don't know you nor know what you do with this information nor do I know where or how long you store it. I verified my identity through the email I registered with and that should be enough for at least an explanation on why it was locked to begin with.If all of this is part of the terms and conditions it's very predatory. I was awarded this money in a class action lawsuit and was given options to choose and I chose this one. Then once I registered I was presented with the terms and conditions. However I couldnt go back and select another option after I had already selected this one which was before I agreed to the terms and conditions. Meaning my money was already transferred to Blackhawk and I couldn't change my mind before I was presented with terms and conditions.Business Response
Date: 06/23/2025
June 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On May 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding the documentation requirements to unblock a ********** disbursement card that has been blocked.
On May 22, 2025, Case CS16392778 was opened by phone call from Mr. ****** due to a virtual MasterCard disbursement card being blocked. An email was sent to *************************** to request a copy of the original email he received informing him of the disbursement and containing the retrieval link, 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 virtual card to validate proof of ownership. We received screenshots of the virtual link but not the remainder of the requested documentation.
Mr. ****** called on June *******, to request an update to his concern, and we reiterated the need for additional documentation to be able to unblock the card. We reiterated our request via email on June 11, 2025. On June 18, 2025, the card was unblocked despite not having received the required documentation to establish ownership of the card itself, and an email was sent to Mr. ****** to notify him that the card was unblocked and ready to be redeemed. We sincerely apologize for any inconvenience Mr. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 06/23/2025
Complaint: 23381576
I am rejecting this response because:I am grateful for Blackhawk unlocking the card, but in the response they failed to mention that I repeatedly asked the exact reason it was blocked and not one person answered me on that and did not communicate with me by email in their stated time frame. Instead they just unlocked the card. Why? I don't know but the moneys spent so yeah.
As far as the information requested to verify identity that's a ridiculous thing to expect a customer to do. None of those things were required to sign up for the card. Considering I was calling from the same phone number I signed up with, able to 2 factor authenticate with it and communicating with the same email I signed up with that should have been enough.
Sincerely,
CBusiness Response
Date: 07/02/2025
July 2, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On June 24, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ****** regarding the documentation requirements to unblock a ********** disbursement card that has been blocked.
Our records show that the card was blocked for security purposes on May 18, 2025, due to an incorrect PIN being entered at a ************ in *****************. The reason behind the block was not disclosed at the time of the call because we had not established a clear line of ownership at the time of the call, hence the request for additional documentation.This is a reflection of our commitment to the security and safekeeping of the funds on the cards, and is not intended to impede the rightful card owner of the ability to use the card funds.
Because of the nature of the block, additional documentation was requested to establish that the person contacting us to have the block removed was the same as the registered cardholder; this is a standard security precaution and is in place to not only protect the card account from fraudulent transactions but to protect the registered cardholder from unrecognized charges against the balance. We sincerely apologize for any inconvenience Mr. ****** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:05/26/2025
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 was given a gift card. Told to register it to use it by your employee. Registered it, and then 2 weeks ago someone used all but 1 cent of the gift card on an online gaming service.Business Response
Date: 06/13/2025
VIA BBB WEBSITE
June 13, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, ****** *******
Dear Aspen,
On May 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a ********** gift card that was redeemed without her knowledge.
On May 26, 2025, Ms. ******* contacted us by phone regarding her concern with her gift card ending in ********* CS16424080 was created to assist Ms. ******** On May 26, 2025, we collected the requested documentation from Ms. ******* for further investigation. On May 30, 2025, case CS16424080 was closed, and an email was sent to Ms. ******* advising her that a Dispute case CDS0211571 was created to further assist Ms. ******** On the same date, the dispute case CDS0211571 was closed as the dispute has won in Ms. ******** favor, and an email was also sent to Ms. ******* advising her that a virtual replacement gift card was processed to issued to Ms. ********
On June 1 and June 6, 2025,Ms. ******* contacted us and advised us that the virtual replacement gift card was not received. On June 9, 2025, a new virtual replacement gift card ending in 1424 was processed and issued to Ms. ******** email address.
As of todays date, we can confirm the new virtual replacement gift card ending in 1424 has been activated with its full balance of $50.00 USD and has been redeemed in full. 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:05/26/2025
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.
Purchased **** card at ****** and had been used by someone within 24 hours not authorized by me.Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On May 26, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a **** gift card that was redeemed without their knowledge.
On May 30, 2025, Dispute Case CDS0211115 was created to address charges against a **** gift card ending in 0037, and an email was sent to ******************** with a Dispute Form after having received photos of the card in question, a proof of purchase, a photo ID, and a photo of himself holding his ID. Mr. ******* 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 4, 2025, we attempted to contact Mr. ******* by phone, leaving a voicemail to advise that the dispute had been closed in his favor. We also sent an email to advise that the dispute had been won in his favor and that a replacement card would be sent to him due to the nature of the dispute. We ask that Mr. ******* allow up to ten (10)business days from June 4, 2025, for the card to arrive. If the replacement card has not arrived by June 18, 2025, we invite him to contact our Dispute Team directly for any assistance that may be available. We sincerely apologize for any inconvenience Mr. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:05/25/2025
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.
Ordered e gift card never receivedBusiness Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ***********
Dear Aspen,
On May 25, 2025, Blackhawk Networks (Blackhawk) received a complaint **** *********** regarding an e-gift order that has not been received.
Our records show that order CNPZD7M7XC4 was received and viewed by the recipient on May 26, 2025. If the intended recipient is continuing to encounter roadblocks with redeeming or viewing the card, we invite them to contact our **************** team by phone at ************ so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mr. *********** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 06/06/2025
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,
**** ***********Initial Complaint
Date:05/25/2025
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.
Hi! I accidentally deleted the emails for specific gift cards I purchased via ****** from Happy Cards and distributed by Blackhawk. After several attempts they keep sending me gift cards from a prior purchase that I had redeemed vs the ones Im looking for. **** been purchased and then redeemed at ********** in May 2024. I purchased 2 more (one in August 25, 2024 and another on November 1, 2024) for a total of $150 between the two. They keep sending me the prior purchased and redeemed ones that were for $75 total and now have no value. Theres no way I could have redeemed gift cards in May 2024 when I didnt buy them until August and November. The attached photos show the time stamp for the email confirming amounts as well. Please just resend the gift cards I am actually requesting. Not the old ones. Thanks!Business Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ********
Dear Aspen,
On May 24, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding roadblocks recovering two Cheers to You gift cards that were misplaced.
On December 26, 2024, Case CS15002457 was created via our Happy Card Support Contact Form to advise that an order for a $50 egift card was misplaced. We requested the card number via email on January 1. 2025, and on January 3, 2025, Ms. ******** advised that the card number could not be provided due to it being misplaced. On January *******, an email was sent to Ms. ******** to advise that a $50 Hone Depot ***** cand a $25 ********** ***** was sent to their email address.
We have re-sent the gift cards associated with orders *************** and *************** to Ms. ********** email address; we ask that she allow up to 24 hours for the eGift Cards to arrive. If after that time the orders have not appeared in Ms. ********** inbox, spam folder, junk mail, bulk mail, or Promotions folder, we invite her to contact our **************** team directly and reference the specific order numbers so a representative may provide any assistance 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: 06/06/2025
Better Business Bureau:
the card numbers they shared in the response are still the old ones because they are the wrong values ($50 and $25 and not $50 and $100), but somehow I just received the correct cards in my inbox yesterday.
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me
Sincerely,
**** ********Initial Complaint
Date:05/24/2025
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 $50 MasterCard Gift Card sealed in the envelope from my students as an end-of-year thank you to purchase classroom supplies for next year. After many hours attempting to sign up for an account and then register my card, I was unable to use the card and continued receiving multiple error messages online. There is no live person to speak to, as the company intentionally routes customers to various recordings with no option to speak with a human. My students spent $50 for a card that the Blackhawk network California scammed them out of. The card is unusable, and the company makes it impossible to get live help, so purchasers are out the money. I am seeking a reimbursement of $50 from the company immediately.Business Response
Date: 06/06/2025
June 6, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, ******** *********
Dear Aspen,
On May 24, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ********* regarding issues registering her Mastercard Gift card.
As of June 6, 2025, we have sent three emails to the email address provided within this complaint,****************************, requesting photos of the front and back of the gift card in question so we can research this concern with no response. We invite Ms. ********* to use the phone number listed on the back of the card so a representative can provide any insight that we may have. 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:05/23/2025
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 almost $20,000 in appliances for a newly built home. A rebate was offered for $1,100. It was called a stacked rebate 360 incentive through ******************* This company is third party in charge of issuing rebate gift cards. They keep bouncing me back to the company managing rebate which was filed in February (suppose to take 8-10 weeks for processing). This company has approved me for the rebate back in March. I should have me electronic certificate by now. I have zero confidence I will get it. This is fraudulent. You cannot offer false incentives for purchase.Business Response
Date: 06/05/2025
VIA BBB WEBSITE
June 5, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On May 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding a rebate that has not been received.
Our research showed the rebate in question might not be a Blackhawk Networks-related rebate as we did not find any account under Ms. ******* contact information. We encourage Ms. ****** to reach out to the sponsoring company to confirm the correct company for contact regarding her rebate 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,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Initial Complaint
Date:05/22/2025
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.
Date of Transaction: January 31, 2025 Fraudulent transaction on my gift card Amount $23.13 On, January 31, 2025, I receive two order confirmation emails from ******. One in the amount of $5.97 and the other $23.13. One transaction was at 12:17 am and the other was 12:09 am. I contacted the gift card issuer (Blackhawk Network / Pathward, NA)). They worked on this matter with ******. ****** has refunded the %5.97 however, indicated that the $23.13 was a legitimate transaction. I have contacted both organizations repeatedly. The card issuer has told me nothing more they can do because ****** has indicated this was a legitimate transaction. I have continued to repeatedly contact ****** with no response.Business Response
Date: 06/06/2025
VIA BBB WEBSITE
June 6, 2025
Better Business Bureau
Complaint Case: 23354088
RE:**** ******
Dear *****,
On May 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding to unauthorized charges on her **** Gift card ending in 9523.
On January 31, 2025, our team received a call from Ms. ****** contacted our team in regard to unauthorized charges on her **** Gift card ending in 9523. This interaction created case CS15308506. Upon further investigation our team opened dispute case CDS0054571 in order to investigate this further. That same day our team sent a dispute form and requested it be completed along with images of the card, front and back, and a receipt or bank statement showing the purchase was made. Ms. ****** responded immediately with the completed dispute form. Our team also issued a replacement card for the remaining funds to prevent further fraud while the investigation was conducted.
On February 3, 2025, Ms. ****** sent back images of the front and back of the card and a copy of her bank statement as well. That same day our team started a chargeback process against the merchant. Our team also advised Ms. ****** of the dispute process and that we must allow up to ***** days for resolution.
On February 16, 2025, our team we again emailed the cardholder that her case was still in progress. On February 22, 2025, Ms. ****** informed our team an additional purchase on the reissued **** gift card ending in 566 for $23.13 and wanted to know if they needed to send additional documentation. On March ******, the merchant provided evidence that the $23.13 transaction was made by the cardholder and would not be refunded. A no error letter was issued to ********* regarding these findings. That same day Ms. ****** reached back out stating she did not make the purchases for $23.13 and $5.97 and requested a refund for both. On March 12, 2025, Ms. ****** was informed that the $5.97 would be credited back however the $23.13 would not be refunded as it was a valid purchase
On May 9, 2025, the merchant credited back the $23.13 to Ms. ******** card. On May 30, 2025, we received a complaint from the Better Business Bureau regarding not receiving the $23.13 refund. On June 2, 2025, our team reached out to confirm Ms. ****** had received the replacement card as it was not yet activated.
On June 3, Ms. ****** confirmed receipt of the card and that she was waiting for the $23.13 to be returned. That same day our team confirmed that the merchant had issued the credit for $23.13. And advised of a $69.37 balance. 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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