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:05/21/2025
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.
I am a 2012 *** soul owner and I have been getting a fuel reimbursement *** **** prepaid card every time I get a mileage reading after taking my *** soul to get maintenance I have to get my mileage claim verified from a *** dealership and then processed to get a *** prepaid debit card sent to me. I have received my card in the mail and my card is not being activated from the number that theyve given me. Its basically a number that I call and I just cant talk to you a real person. Its just automated. I basically get the run around in circles with no resolution. I want my credit with out the run around.
Business Response
Date: 05/30/2025
VIA BBB WEBSITE
May 30, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ******
Dear Aspen,
On May 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding roadblocks with activating a **** ********************** card.
On May 22 and May 27, 2025, we attempted to contact Ms. ****** via email to request additional information. As of May 30, 2025, we have confirmed that we have not received any of the requested information from Ms. ******* In order to insure we are investigating thoroughly and accurately, an image of the front and back of the gift card was required. Should Ms. ****** wish to request additional insight, we encourage ********* to contact our customer service team using the phone number or website listed on the back of the gift 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
**************
******************************Customer Answer
Date: 06/02/2025
Complaint: 23333784
I am rejecting this response because: I have not gotten my issue resolved. I have sent them, pictures of front and back of my card on todays date 6/2/2025. I hope they can help me activate my card so I can retrieve my fund.
Sincerely,
******* ******Business Response
Date: 06/12/2025
VIA BBB WEBSITE
June 12, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, ******* ******
Dear Aspen,
On June 3, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ******* ****** regarding roadblocks with activating a **** ********************** card.
Our record showed Ms. ******* gift card ending in ********************************* ******* Our records also show the gift card is not active as of todays date. Please be advised that due to the nature of the reward gift card which must be activated by the card recipient, we are unable to assist Ms. ****** to activate her gift card. We encourage Ms. ****** to continue to contact the **************** number located on the back of the gift card, use our alternative **************** phone number at **************, or visit the website located at the back of the gift card for further assistance regarding activation of 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
**************
******************************Customer Answer
Date: 06/16/2025
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. To avoid future problems, please update the mailing with the original Kia **** rebate card Contact information and number that works which is **************.Sincerely,
******* ******Initial Complaint
Date:05/20/2025
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.
I purchased gift cards in March and have not received them. I sent emails requesting help and they have closed my complaint without delivering the cards.The original order form is attached. Apparently the problem is that the cards were sent by email and blocked by the spam filter at work. First request for help was sent 5-2-25 Case Number CS16179593 which they closed. Still no cards.I sent a second request for help Case Confirmation CS16335315 which they closed. Still no cards. They have no 'live' support and have blown me off twice. HELP!Business Response
Date: 06/10/2025
June 10, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,,
On May 20, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding an order that was blocked by their company's spam filter.
Case CS16179593 was opened on May 1, 2025, via a submission to our online Contact Form from ********************* to advise that five (5) gift cards that had been purchased were not received by their intended recipients. Order 9738-09522185-0213 was re-sent to the original delivery email addresses on May 2 2025, and we advised Mr. ****** to allow ***** minutes for the cards to arrive as well as recommending that the recipients check their spam folder,junk mail, or promotional folders.
We have taken the liberty of re-sending the eGift Cards as of today's date, and we recommend that Mr. ****** have the recipients check their spam, junk mail, bulk mail, or promotional folders for the eGift Cards so they may retrieve them for redemption. Should Mr. ****** continue to encounter roadblocks with retrieving the cards, we invite him to contact our **************** team so an agent can provide any insight and 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
**************
******************************Customer Answer
Date: 06/10/2025
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:05/18/2025
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 submitted a dispute form on May 15, 2025 disputing an ********** charge since the transaction isn't showing as a reversal since ****** said that they've refunded me $25.34. I received a response email from the company on May 17, 2025 saying that "The transactions being disputed did not post to your account and the funds are now available on your account" (screenshot of email attached). However, the funds ($25.34) are not available on my mastercard gift card ending in 4950 and I haven't spent anything since 05/11/2025 (pdf of gift card statement attached). I submitted the required documents to the company also (a receipt and screenshot of my purchase). I let the company know that the disputed transaction did not post to my gift card statement account and that the $25.34 isn't on my gift card along with proof showing that only 0.61 is on my gift card but haven't heard back yet.Customer Answer
Date: 05/19/2025
I paid myself an invoice of $89.29 from one ****** account to another (I have two ****** accounts) with my **** gift card ending in 8808 ******* transaction number *****************] screenshot attached. However, I refunded $89.29 from one ****** account to another since the funds weren't available right away for me to use ****** transaction number [781673215X219005B] (screenshot attached). However, the ****** refund transaction on my **** gift card isn't showing as a reversal refund/refund. It's still showing as a purchase (pdf of **** gift card statement attached) and ****** **** gift card transaction attached. Please release my $89.29 back to my **** debit card ending in 8808.Business Response
Date: 06/02/2025
VIA BBB WEBSITE
June 2, 2025
Better Business Bureau
Complaint Case: 23346546
RE: ******** *****
Dear *****,
On May 18, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ***** regarding Issues with transferring money from one Pay Pal account to another.
On May 18, 2025, our customer service team received a call from Ms. ***** in regard to an issue with trying to reverse her ****** account. Our team opened case CS16349308 to address this further. On May 19, 2025, our team requested a dispute document be filled out and sent back so we could begin the investigation into this matter. We did not receive a response but upon further investigation it was noted that the transaction that was processed for $89.29 to a ****** account. Our cards are non-reloadable; once the transaction is processed, the funds cannot be reverted onto the card.
Due to this we are unable to reverse the funds to her **** gift card ending in 8808. 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
******************************Initial Complaint
Date:05/16/2025
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.
I was given a $100 debit ********** from a business for a referral I sent them. I used the card on 5/2/2025 @Ace Hardware for a total of like $14.69 or $14.86. After that I got my nails done at Helens nails & my bill was $80 so I tried to pay with the card and it declined. She asked how much money was on it and I told her to run it for $85 and it also declined. When I got home I called the # on the card to see what was going on. The recording said was I see your card was declined twice at an unauthorized dealer. So I left it be and was going to use it at a grocery store on 5/15 and thought Id better check the balance first. I got online & put the card # in & it came up saying they were unable to process my claim and to call the # on back of card. I did & got a total run around. They wanted my name, email, phone #, address to start a claim. I gave the info and then stopped because felt like a scam. They wanted the purchasers name and at 1st I forgot & then remembered and told them. I was getting nowhere with 1st ***** he opened a case #CS16324260 and I asked for a mgr I was given ****** M no one could tell me why I could not use the $85+ left on my card.They told me & sent an email saying I needed to send them a pic of the card ************ of card a pic of my license and i said NO way this is a scam. I said all I want is my $85 to use still not knowing why I could not use it. Through all of this they told me Id have to have the buyer of the card call them. *** never purchased a gift card for someone and gave the store I purchased it at my name and info. what a joke this so called company is. All I want is to use the rest of my card up and pray to God that giving them the little amount of my personal info that I did that they are not scammers or selling my info.Business Response
Date: 05/29/2025
VIA BBB WEBSITE
May 29, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *** *******
Dear Aspen,
On May 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** ******* regarding the documentation requirements to begin a dispute.
Our records show that Mx.****** is not the intended recipient of this card as advised by the program administrator, and as such the card hold cannot be released. The documentation is required in order to establish a clear line of ownership between the registered cardholder and the person who contacted us for assistance. This is a mandatory security precaution set in place to prevent potentially fraudulent activity and cannot and will not be overridden. Without the requested documentation, we cannot assist further with Mx. ******* concern. We recommend that Mx. ****** or the intended card recipient should reach out to the program provider directly to address this according to their own policies. 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: 05/30/2025
Complaint: 23339274
I am rejecting this response because: I am rejecting this response because: I want to know what information you have that shows I was not the original recipient of the card? You'll have to let me know who the intended person was because Ill call the person who gave it to me and tell them they gave me the wrong gift card. I've purchased many gift cards and I have never been asked by the cashier what my name was and who I was giving it to. How would your company know this information? I want to know why the balance of my gift card was blocked?? You are asking me for a copy of proof of purchase, an activation receipt a copy of my bank statement showing my purchase of the gift card. For the 50th time IT WAS GIVEN TO ME AS A GIFT (like MOST gift cards are) I do not have this information. This card does not need to be activated, if you go back in your records you can see where I first got online and put the card # in to make sure the $100 was on there. I then told you where and when I used it and for a "round about amount" of money that I used it for. I then told you where I went to use it at a second time right after the first purchase and it was declined by that business twice. Which you also know because when I got home I called the # on the card and I got a generated response that said I see your card was declined twice due to this business not being an authorized business. SO I left the card sit for about a week and I decided to get online to check the balance because I was going to use it at a grocery store HOPING THAT IT WOULD BE AN AUTHORIZED BUSINESS and to my surprise after I put the card # in I was told there was an issue and to call the # on the card which I did and was told my card was blocked. Once again NO ONE could tell me why so they opened a case and wanted my name, address, phone , email ,a copy of my drivers license front and back along with a picture of my body holding it. WHY?? This is all such a joke!! this world would be a safer place if all companies went to this EXTREME to verify something!! But it's not because most companies these days are scamming people. Just like you are doing to me. All this over a $100 gift card you put a block on and NO reason given. I am not going to stop fighting this, because this is a joke and it's called stealing!! So if you keep declining this where does MY $85+ go, into your companies pockets, which is called theft! Or are you going to refund the purchaser of the card back the remaining balance since it's really their money and you have all of their information already and your company knows who the card was really intended for. I would never in my life fight so much for $85+ if it was not gift given to me, and then taken away from me from a "so called" company. I have the card in my possession because it was given to me by the purchaser. I guess I should have kept the thank you card that they had sent me with the card in it. Looking forward to your response and hearing who the recipient was supposed to be.
Sincerely,
*** *******Business Response
Date: 06/10/2025
VIA BBB WEBSITE
June 10, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, *** *******
Dear Aspen,
On May 30, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from *** ******* regarding the documentation requirements to begin a dispute.
As mentioned previously, the documentation is required in order to establish a clear line of ownership between the registered cardholder and the person who contacted us for assistance. This is a mandatory security precaution set in place to prevent potentially fraudulent activity and cannot and will not be overridden. As part of our security precaution, we are also unable to share any information on the person who registered the gift card, only that the registered cardholder does not match the person who submitted the complaint. To ensure that we are investigating with confidence, we ask that Ms. ******* respond to any of the email correspondence that was sent to her from case CS16324260 or CS16395145 with the requested documentation. Without the requested documentation, we cannot assist further with Ms. ******* concern. We sincerely apologize for any inconvenience Mx. ******* 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: 06/15/2025
Complaint: 23339274
I am rejecting this response because: THERE IS NOTHING THAT I CAN SEND YOU BESIDES A PICTURE OF THE ***** AND BACK OF MY CARD!!!!!!!!!!!!!!!!! I DID NOT PURCHASE IT!! IT WAS GIVEN TO ME AS A GIFT!! IM THE ONE WHO DID THE ONE AND ONLY TRANSACTION ON IT BEFORE YOU FROZE IT! IM THE ONE WHO CALLED TO FIND OUT WHY IT WAS FROZEN AND NO ONE COUDL TELL ME WHY! IM THE ONE WHO TOLD YOU WHEN AND WHERE IT WAS USED AND DECLINED AT!! MY NEXT STEP IS MY ********** THAT RUNS STORIES ON COMPANIES THAT ARE RUNNING SCAMS!! I WILL BE CONTACTING THEM TOMORROW. THIS SO CALLED "COMPANY"IS A COMPLETE JOKE. FUNNY PART IS YOU HAVE NEVER RESPONDED BACK TO WHERE THE $85 THAT IS LEFT ON MY CARD, WHERE THAT GOES?? ASSUMING BACK INTO YOUR POCKETS.........
Sincerely,
*** *******Initial Complaint
Date:05/16/2025
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.
On May 10th, I purchased a $500 gift card through the ********** website. I paid using my ****** credit account. The transaction went through and I received a invoice/receipt from ****** however I never received one from **********. Assuming there might just be a delay, I checked my ****** account and it showed the transaction as pending so I called them and they stated it was approved on their end. I then contacted the company, CashStar that handles the ********** gift card inquiring about my purchase by creating a ticket for additional support and they didn't get back to me at all. So I called the next day and have been repeatedly calling them. On Monday may 12th they stated that they don't have any proof of my $500 purchase. I even provided them the invoice/receipt from ****** and they told me they needed to look into the matter and escalate it to their technical team. CashStar has constantly failed to reach out to me unless I reach out to them. Now they are telling me that they cannot cancel the transaction or void it on their end. ****** is refusing to cancel the transaction on their end and now my vehicle is still in the shop and i am without a vehicle. There is no clear communication on each company's end.Business Response
Date: 05/23/2025
VIA BBB WEBSITE
May 23, 2025
Better Business Bureau
Complaint Case: 23337968
RE: ****** ****
Dear *****,
On May 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding issues purchasing a ********** gift card using her PayPal.
On May 12, 2025, Mx. **** called our customer service team because there was an issue with their purchase of a $500.00 ********** gift card. The transaction was attempted through ******. Our team opened case CS16295268 to investigate this matter further. On May 13, 2025, our team reached out to Mx.**** and informed them that our team in unable to void this transaction and that Mx. **** will need to contact ****** directly. That same day Mx. **** responded asking why the transaction had not been approved on cashstar' s end.Our team replied to Mx. **** the same day informing them that although ****** may have accepted the transaction, it was not approved through our system. The system doesnt show us what went wrong. Any funds that may have been set aside are pending and should become available depending on ******'s policies. At this time our team again advised to contact ****** directly.
On May 15, 2025, Mx. **** contacted our team again wishing to escalate the issue. We advised the case had been escalated previously and based on the previously provided information Blackhawk has no recourse to recover the funds and that Mx. **** will need to contact ****** directly. At this time we would like to invite Mx. **** to contact ****** directly. We sincerely apologize for any inconvenience Mx. **** 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
******************************Initial Complaint
Date:05/15/2025
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.
Giftcards.com sent a promotional email where if you signed up for an account you get a $10 Roblox gift card, limited amount. I clicked the link within 20 minutes of getting the email and signed up for an account. Later I get a notice that I did not get a gift card, they were all out. I understand they were limited but it seems like a bait and switch when I signed up so soon after getting the email only to be left with nothing. Would like to know how many gift cards were offered? Dont understand how they ran out so soon when sending a promo email in the middle of the day only to run out of the promo in 20 minutes. Doesnt make senseBusiness Response
Date: 05/23/2025
VIA BBB WEBSITE
May 23, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ***** *******
Dear Aspen,
On May 15, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding an offer for a Roblox card upon creation of a Giftcards.com account that could not be honored.
As addressed in the promotional email that was sent to Mr. ******** the $10 Roblox Gift Code was a promotion with limited supplies for new account registration at Giftcard.com.The promotion provider, ******, allowed for a limited number of gift card codes as part of their promotional offer with Giftcards.com and once they have been claimed, no further codes can be provided. Hence, we are unable to guarantee that Mr. ******* will receive the gift code when he registers an account on the website. 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: 05/23/2025
Complaint: 23332346
I am rejecting this response because:I need proof this promo ran out 20 minutes after the email was sent out when the promo expiration wasnt for 10 days later or be shown the amount of users that got a code. Why would you plan on a promotion for 10 days only to run out of codes the very first day? I signed up in ***** minutes from getting the email and all the codes have been given out? This now seems like a bait and switch type move to get people to register for accounts
Sincerely,
***** *******Business Response
Date: 06/04/2025
VIA BBB WEBSITE
June 4, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** *******
Dear Aspen,
On May 27, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ***** ******* regarding an offer for a Roblox card upon creation of a Giftcards.com account that could not be honored.
As mentioned previously, the $10 Roblox Gift Code was a promotion with limited supplies from our promotion provider, ******, for new account registration at ************. We are also unable to share the amount of vouchers from the promotion provider as we do not have visibility into the availability of the amount of vouchers that were available for this offer. Hence, we are unable to guarantee that Mr. ******* will receive the gift code when he registers an account on the website. 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: 06/04/2025
Complaint: 23332346
I am rejecting this response because: it was a deceiving promotion that lasted 20 minutes when it was supposed to last multiple days. If you planned on the promo lasting for multiple days theres no possible way it ran out in 20 minutes. The company should offer something for deceiving a potential customer. If not sadly you lost a costumer and bad reviews online.
Sincerely,
***** *******Initial Complaint
Date:05/13/2025
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.
Went to pay for a purchase using a gift card and was told there was zero balance on the card. Sent a note to the company and they refuse to refund us the $100.00 Gift card was not previously used and they are claiming it is past the date to dispute. We would not known that we should have disputed as this was the first time using the gift card.Business Response
Date: 05/27/2025
VIA BBB WEBSITE
May 27, 2025
Better Business Bureau
Complaint Case: 23325676
RE: ******** *****
Dear *****,
On May 13, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ***** regarding a zero balance on her Mastercard gift card ending in 2013.
On May 9, 2025, Ms. ***** contacted our customer service with issues regarding her Mastercard card gift card ending in 2013 having a zero ************ CS16265756 was opened to look into this further. On May 10, 2025, our team responded to Ms. ***** know that the charge in question had occurred on December 28, 2024 and was far outside the dispute time frame. That same day ******** reached back out as she was not satisfied with the explanation given.
On May 13, 2025, our team closed case CS16265756 and opened case CDS0190973 in its place with our dispute team. Our team requested the following documentation in an attempt to recover the funds for Ms. ****** Our team requested a complete dispute form and proof of purchase. Our team replaced the card due to potential tampering; the card would receive funds once the dispute was determined in Ms. ****** favor.
On May 15, 2025, we received a complaint that was filed by ******** from the Better Business Bureau.
On May 17, 2025, the dispute was won in Ms. ****** favor and credits were issued to her replacement gift card. We sincerely apologize for any inconvenience ******** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************Customer Answer
Date: 05/27/2025
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:05/12/2025
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.
Hello team,Hope all is well.I just need to get my card unblocked in order to use it and also need to know reason behind getting it blocked to avoid it in the future.Information needed:Name on card: **** ****** Date of birth: ********** Last 4 digits on Card: 0526 Kindly also find attached my passport copy.Thanks in advance BR,****Business Response
Date: 05/22/2025
May 22, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On May 12, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a Tango virtual card that has been blocked from use.
Our records show that the card ending in 0526 had been blocked due to potential regional security concerns.The card was unblocked on May 13, 2025, and currently has a zero balance due to redemptions as recent as today's date. 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:05/12/2025
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.
Bought a master card debit gift card from an authorized seller. The day after card activation an illegal charge was made for a minimal amount then the following days the debit card was depleted completely with online illegal transactions. When I used the card several days later there was no balance left to be used in the card, transaction was declined. Sent an email to Blackhawk network the day I discovered the fraudulent transactions, have not heard from the company regarding the dispute.Business Response
Date: 06/09/2025
June 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *****
Dear Aspen,
On May 12, 2025, Blackhawk Networks (Blackhawk) received a complaint ******* ***** regarding unauthorized charges against a MasterCard gift card ending in 6715.
On May 12, 2025, Case CS16289899 was opened to address unauthorized charges against a MasterCard gift card ending in 6715. An email was sent to **************************** requesting photos of the front and back of the gift card, a valid government-issued photo ID, and a photo of Ms. ***** holding her ID with her upper torso, shoulders, arms and hands being fully visible in the photo. We received photos of the front and back of the card on May *******, and re-requested the rest of the requested documentation on May 20, 2025,with Dispute Case CDS0213916 being opened on June 1, 2025.
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 the requested documentation the same day, and on June 2, 2025, Dispute Case CDS0213916 was closed in Ms. ****** favor. We attempted to contact ******** on June 6, 2025, to confirm that the dispute had been closed in her favor and to advise that a replacement card had been created as a security precaution on June 2, 2025, and to allow up to five (5) business days for the card to arrive. 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:05/11/2025
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 had a gift card where the funds had been stolen. They have a process for this, and they asked me for some information via email. I responded to their requests for information multiple times (6 times), but they claim not to have received anything from me, and they eventually close the case.Business Response
Date: 05/21/2025
May 21, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** *****
Dear Aspen,
On May 11, 2025, Blackhawk Networks (Blackhawk) received a complaint **** ***** regarding Dispute Case CDS0091033.
On March 2, 2025, Mr. ***** called to report unauthorized charges against a **** gift card ending in 4556.Dispute Case CDS0091033 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 his name and address if a purchase receipt or activation receipt was unavailable. 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 March 23, 2025. Mr. ***** requested an update to his dispute, stating that he had not received any emails requesting documentation from him. We advised Mr. ***** what was needed, and he stated that he would resend them.
On May 11, 2025, we sent ******** an email to advise that his Dispute was closed due to no response to our requests for documentation, and Mr. ***** called the same day to ask why the Case had been closed. On May 13, 2025, despite having not received the requested documentation, we closed he dispute in Mr. ***** favor as a one-time courtesy and sent a replacement virtual card as a security precaution. We have received confirmation from Mr. ***** that the replacement card has been received. 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
**************
******************************
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