Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was gifted two gift cards $50 each which I believe was a promotion between Spafinder and ******. When you opt to purchase a product rather than a spa service, you are directed to a page according to the amount of one gift card. In my case $50. The page is filled with items that cost ~$50 but you cannot buy them because your total purchase must be equal to or less than the amount on the gift cards. I also cannot combine them. I know of no other gift cards that work this way. It seems like a scam. They make it very difficult to use the cards since I have to try to find something and calculate shipping and taxes. Then Im presumably stuck with an unusable balance. I would like to use my $100 like I would any other gift card.
Business Response
Date: 05/23/2025
May 23, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ********** *****

Dear Aspen,

On May 11, 2025, Blackhawk Networks (Blackhawk) received a complaint ********** ***** regarding roadblocks with redeeming two Spafinder gift cards for products on the site.

If Ms. ***** has not already done so, we invite her to contact the Spafinder **************** team by phone at ************** so a representative may advise as to what options are available, including consolidating the funds from both cards onto a single card for use on the site. Their hours of operation are from 6:00 AM to 4:00 PM, PST Monday-Friday for her convenience. We sincerely apologize for any inconvenience [complainants name] 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: 23315703

I am rejecting this response because:
Their response doesnt answer my question. I want to know that I am able to use these gift cards like every other gift card out there which means I use the amount on the card towards a purchase and pay the remaining balance of the transaction. Their website states the total must be equal to or less than the amount on the gift cards. I dont believe the customer should be obligated to calculate taxes and shipping and presumably be left with a balance. How will that balance be returned to me? I prefer not to close this complaint until I know how they propose to resolve the matter. Thank you for your help.
Sincerely,

********** *****
Business Response
Date: 06/09/2025
June 9, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ********** *****

Dear Aspen,

On May 28, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint ********** ***** regarding roadblocks with redeeming two Spafinder gift cards for products on the site.

The Spafinder **************** team will be able to assist with consolidating the funds onto a single gift card, that she may then use for any purchases on the website that may otherwise be more than the available balance of any one of her cards. Any leftover balance will be retained on the card to be used at any participating Spafinder location as listed on their website. We invite her to contact the Spafinder **************** team by phone at ************** so a representative may advise as to what options are available, including consolidating the funds from both cards onto a single card for use on the site. Their hours of operation are from 6:00 AM to 4:00 PM, PST Monday-Friday for her convenience. 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:05/08/2025
Type:Service or Repair Issues
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 a **** Gift Card 5/5/2025. Went to register the card. Then went to the market. There was no funds on the card. Called Blackhawk they said the card was compromised. On the transaction form it showed someone loaded ****** to a ****** acct in *******. So they opened a case i submitted everything they asked for the photo of the card front and back/photo of me holding my I.D./and proof of purchase. Called today they still havent started the process of either sending me a new card or digital card with my funds reloaded on it. Id like this escalated please.Whoever i spoke with today said were sorry someone will call you tommorow. Thats unacceptable. Id like this resoved today if possible. I bought that card for my son in college who needed it for groceries.
Business Response
Date: 05/23/2025
May 22, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******* **********

Dear Aspen,

On May 8, 2025, Blackhawk Networks (Blackhawk) received a complaint ******* ********** regarding unauthorized charges against a **** gift card ending in 9546.

On May 6, 2025, Case CS16235898 was created to address a gift card that she had purchased but had been registered in someone else's name and redeemed. An email was sent to **************************** to request photos of the front and back of the card, proof of purchase, a photo ID, and a clear color photo of Ms. ********** holding her ID, making sure her upper torso, face, arms, and hands were clearly visible. We received the documentation the same day, and opened Dispute Case CDS0186360 to address the disputed charges against the card.

Ms. ********** has been advised that the Dispute Form sent to her within the Dispute Case 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. As of today's date, we are still within the timeframe established to continue our investigation and will update ************* at regular intervals to ensure she is kept well-informed. Should she have any questions or would like to request an update, she may contact our Dispute Team at ******************************************** or by phone at ************** and a representative will be happy to provide any updates that may be available.

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: 05/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* **********
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a $100 gift card and it does not work at the stores (it gets denied). I've called the phone # on the back of the card twice and spent over an hour each time. they tell me the card is locked and they are unable to unlock it or explain how that's happened. They sent me 2 emails requesting me to submit all this personal information - my photo, my license, copy of both sides of gift card including all CC #s and pin. That is completely inappropriate information to submit to any company - very insecure and why would my picture and license be needed for a gift card that was given to me as a gift? They will offer no assistance to unlock the card or provide a replacement, although they have confirmed it's a $100 gift card that's been unused. I've called twice, spent over an hour each time and received the same next steps. The last time I asked to speak with a manager and they hung up on me. Such a huge scam this company is.
Business Response
Date: 05/20/2025
May 20, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ***** *******

Dear Aspen,

On May 7, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding a $100 gift card that has been blocked.

Case CS15802621 was opened on March 21, 2025 due to a phone call from Ms. ******* to address a declined transaction against a **** gift card ending in 9570. We let Ms. ******* know that we would be requiring documentation before we could address the situation further, and on April 1, 2025, Case CS15892605 was created after Ms. ******* advised that she was unwilling to provide the documentation required.

We are in need of documentation to verify that Ms. ******* is the intended recipient of the card;this is a basic security precaution and is meant to protect the registered cardholder as well as the caller inquiring about the card. Until our **************** team receives the documentation required, we are unable to assist with Ms. ********* 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: 05/20/2025
Complaint: 23300377

I am rejecting this response because:
I opened this complaint with you on 5/7/2025.
Blackhawk then reached out to me on 5/8/2025 requesting further information - screen shots of both sides of the impacted gift card.
I immediately responded on 5/8/2025 with the details they asked for. I have not heard back from them at all since I responded to their request.
I've attached a screen shot of that email exchange.
It is not correct when they say I refuse to provide them with the requested gift card information as you can see I did do that.
I very much appreciate your support with resolving this issue timely.

Sincerely,

***** *******
Initial Complaint
Date:05/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi , received a ********** ( gift card ) from my job , the card does not work , been through customer service multiple times , and nothing . It keeps getting declined and its not the merchant , its the card ( tried 30+ diff websites that all follow their terms ) nothing works , why are they not letting me use it . I am the sole owner of that card and has my name
Business Response
Date: 05/20/2025
May 20, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******* ***

Dear Aspen,

On May 6, 2025, Blackhawk Networks (Blackhawk) received a complaint ******* *** regarding roadblocks with redeeming a Tango virtual MasterCard ending in 1075.

Our records show the card itself was blocked on February 22, 2025 due to an attempted transaction at ***********; any and every subsequent transaction would have been declined until the block was removed on May 4, 2025. The current balance of the card is $1.01 as of today's date; in order to ensure there are no future blocks when attempting to redeem this or other types of Tango card, we recommend that Mx.*** review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. 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
**************
******************************
Initial Complaint
Date:05/04/2025
Type:Product Issues
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 received a refund from an insurance policy that I had paid by gift card. The gift card company locked my card due to the refund. I spoke with customer services three times and finally got the issue resolved and unlocked. After spending just a couple dollars they locked my card again and wont let me use the $1573.43 in the card that is my money and wont return it to the insurance company either so that they can issue me a check
Business Response
Date: 05/13/2025
VIA BBB WEBSITE

May 13, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ***** ******

Dear Aspen,

On May 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding roadblocks with redeeming a **** gift card ending in 8632.

On April 24, 2025, Ms. ****** contacted us for further assistance to unblock her gift card due to excessive credit that was shown on the card. Case CS16106397 was created to assist ********** an email was sent to Ms. ****** requested a copy of the proof of purchase for the item that caused the excessive credit. On the same date, ********* responded with the requested documentation. On April 29, 2025, ********* requested a follow-up regarding her concern. On May 1 and May 4, 2025,an email was sent to Ms. ****** requested a copy of the proof of purchase of the item that was returned, an image of the front and back of the card in question, a copy of the current utility bill that includes her mailing address,and a valid photo ID that includes her mailing address as well as Ms. ******* full name, address, email address and phone number for further investigation.On May 4, 2025, Ms. ****** responded with the requested documentation and requested to expediate her concern. On the same date, we reviewed the documentation obtained from Ms. ****** and assisted Ms. ****** to unblock her gift card ending in 8632.

As of todays date, we showed successful redemptions on Ms. ****** gift card ending in 8632. We can also confirm that Ms. ******* gift card has been redeemed in full as of May 9, 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
**************
******************************
Customer Answer
Date: 05/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:05/02/2025
Type:Product Issues
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.
Blackhawk Network Holdings is listed as an *************************** businessnot a bank or financial institutionyet they were chosen to distribute digital MasterCard payments from a ******** class action lawsuit settlement.On April 10, I received an email from the ******** Internet Tracking Settlement (****************************************************) stating Id been issued a virtual MasterCard worth $40.67.I followed the instructions to access the card. However, my first attempt to use it for an online transaction was declined. I later learned the card had been blocked by Blackhawk for abnormal activity for human behavior, labeled Blocked Risk 5 NOT EVEN 1 of their top 3 risk levels. Apparently, trying to shop online with a recently acquired digital ********** qualifies as suspicious.When I contacted Blackhawks customer service, I was told I would need to submit:A government-issued ID A physical utility bill showing my current address (electronic bills not accepted)The original settlement email My full mailing address They refused to unblock the card over the phone or offer alternatives, including reissuing the card to the verified email address on file AKA Lost. I made multiple attempts via phone and email, simply asking them to reissue the card a reasonable request in a privacy-related case and was repeatedly denied.Requiring consumers to submit personal documents to a marketing company, especially in the context of a privacy settlement, is absurd and invasive. This seems like a deliberate tactic to avoid disbursing small-dollar settlements ($40.67 in my case) to many recipients, hoping most wont pursue it and establishing a guarantee income for themselves over the years to come (auto withdrawal of $0.95 per month with thou$and$ of blocked account$ on their book$).The irony is clear: a settlement intended to address privacy violations now demands even more sensitive personal information just to access the funds.
Business Response
Date: 05/21/2025
May 21, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, **** ******

Dear Aspen,

On May 2, 2025, Blackhawk Networks (Blackhawk) received a complaint **** ******
regarding roadblocks with accessing funds from a blocked virtual MasterCard settlement card.

On April 28, 2025, Case CS16139502 was opened by a phone call from Mr. ****** to state that his card had been blocked. *** email was sent to ********************** to request photos of the front and back of the card, a copy of a utility bill that included his mailing address, a valid photo ID, a photo of the proof of purchase, his name, address, email address, and phone number. This request was re-sent on April 29, 2025, as well as April 30, 2025. Mr. ****** responded to advise that he would not provide the information requested, and an updated email was sent on May 1, 2025, to request the documentation again as well as explain why we requested this information; namely as a security precaution to prevent fraudulent use of the funds associated with the card.

Despite not receiving the information requested, the funds were issued onto a replacement card on May ******, and Mr. ****** was sent an email with steps on how to retrieve the replacement card. 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: 05/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:05/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I purchased a gift card it was compromised. This company has faulty websites allowing hackers to steal my gift card information. Ive sent all the required documents everyday I called they lie and say I will have a resolution in 48 hrs everytime I called they still didnt put my money back. Now suddenly theyre saying I need a notarized police report and notarized dispute form after the accepted the documents already. I told them I wasnt doing that especially when I didnt need any of those things to purchase the card to begin with. This company already got fined by the ****. For doing thr same thing to other consumers. I would like my funds expedited to my virtual card immediately as promised by their supervisors on many occasions I have things to pay for and cant get it done because this company is playing games and moving shady. Everytime I called I get a different excuse or answers to my problem and iam tired of it. I need my case resolved immediately to prevent future legal action. Playing peoples money and livelihood is ridiculous and unprofessional. Please resolve this issue immediately. With virtual card I do not consent to a check. Case number CDS0159816.. This also violates **** zero liability clause to protect consumers against fraud.
Business Response
Date: 05/21/2025
May 21, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ****** ***

Dear Aspen,

On May 2, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** *** regarding the resolution timeframe for Dispute Case CDS0159816.

On April 16, 2025, Mr. *** called to report unauthorized activity against a **** gift card ending in 3879.Dispute Case CDS0159816 was created, and an email was sent ********************* with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone 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. We received the requested documentation the same day, and Mr. *** requested an update on April 23, 2025,as well as April 26, 2025.

On May 2, 2025, we requested a copy of a photo ID, bank statement, a clear color photo of ****** holding his photo ID, being sure that his upper torso, shoulders, arms, and hands were fully visible, and a copy of a police report due to the nature of the dispute claim that Mr. *** raised. On May 13, 2025, Dispute Case CDS0159816 was closed in Mr. ***** favor, with an email being sent to advise that a replacement card was being sent to him as a security precaution and to allow for ten (10)business days for the card to arrive. 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:05/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought two gift cards from local store here in ******** and load them with $100 and when trying to use them the balance was 0 on both cads. I called multiple times the number in the back and emailed them several times with no response I even sent them pictures of the receipt and the cards with no response. I am not sure what is going on with this company.
Business Response
Date: 05/13/2025
May 13, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******** *********

Dear Aspen,

On May 2, 2025, Blackhawk Networks (Blackhawk) received a complaint ******** ********* regarding two **** gift cards with unauthorized charges.

On April 14, 2025, Case CS16014232 was created to address two gift cards tat Mr. ** ****** was encountering roadblocks with redeeming. An email was sent to ********************** to request a photo of the front and back of the card, a valid government-issued photo ID, and either a purchase receipt, activation receipt, or bank statement that reflects the card purchase as well as a clear color selfie of Mr. ** ****** holding his ID. Mr. ** ****** responded the same day to advise that he would not be providing his ID via email. This information was re-requested on May 2, 2025, within CS16182800 and Mr. ** ****** again declined to provide this information.

The documentation that is being requested is required in order to establish a clear line of ownership between the registered cardholder that our records reflect and the person who is contacting us regarding the card itself; this is a mandatory security precaution and without this documentation, we cannot assist further with Mr. ** ******** concern. 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: 05/19/2025

Complaint: 23277689

I am rejecting this response because: someone called me from thier investigation department and told me that he will be sending me an empty gift card that I need to call them once Irecived them for a confirmation and after that they will send me a replacment gift card with the orginal amount. When they replied to my email they asked me to send a pic with me holding my ID , I told them that I will not do that since I don't know them but I offer to walk in to any local branch and share my ID.

Sincerely,

******** *********
Business Response
Date: 05/20/2025
May 20, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******** *********

Dear Aspen,

On May 19, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******** ********* regarding two **** gift cards with unauthorized charges.

As mentioned in previous correspondence, the documentation that is being requested is required in order to establish a clear line of ownership between the registered cardholder that our records reflect and the person who is contacting us regarding the card itself; this is a mandatory security precaution and without this documentation,we cannot assist further with Mr. ** ******** concern. We do not have a local office in which Mr. ** ****** may submit the required documentation; we must receive what has been requested via email. 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: 05/20/2025

Complaint: 23277689

I am rejecting this response because: They emailed me today with the following information and I sent the requested documents.
Dear ******** *********,

Thank you for contacting us about transaction(s) on your card. Its our goal to research and resolve this issue as quickly as possible. We review your case and we will waived ID and Selfie holding ID instead those docs.

WHAT WE NEED FROM YOU

Since card is registered to a 3rd party. To complete the processing of your request, kindly submit the following images or documentation:

Please include a copy of your utility or phone bill. Ensure that the statement is dated within the last 60 days to validate your name and address.

To complete our research, we need to hear back from you within 10 days. If we do not, we will consider this case resolved and closed.

If you have any questions or need help related to your dispute case, please respond to this email, which will link back to your dispute case. We will get back to you within 10 days. You can also find more information in the attached document with Dispute FAQs. You can check the status of your dispute anytime by calling the number on the back of your card or the phone number provided in the email for your virtual account. After entering your card details and hearing your balance, press 3 for dispute-related options, including checking your dispute status. If you require further assistance, you may choose to speak with a representative. We appreciate your business.

Sincerely,

Cardholder Dispute Services
Email: **************************************************************************
Fax: **************
****************************

Sincerely,

******** *********
Business Response
Date: 05/23/2025
May 23, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******** *********

Dear Aspen,

On May 20, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******** ********* regarding two **** gift cards with unauthorized charges.

Our records show that Dispute Cases CDS0202485 and CDS0202484 have been created to address the charges in question; our Dispute Team will be in constant contact with Mr. ** ****** to provide updates and request any additional information that may be required to complete their investigation. 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:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bad customer service I try to transfer my money to bank account
Business Response
Date: 05/12/2025
VIA BBB WEBSITE

May 12, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint # ********, ***** ****

Dear Aspen,

On May 2, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding roadblocks with moving funds from a card to an external account.

From May 2 to May 8, 2025, we made three attempts to contact Mr. **** via email to request additional ************** of May 12, 2025, we have yet received any of the requested information from Mr. ***** In order to insure we are investigating thoroughly and accurately, an image of the front and back of the gift card in question and any customer service case number that Mr. **** may have received from us was required. We also encourage Mr. **** to contact our **************** team using the phone number or website listed on the back of the gift card for additional insight into his concern. 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:04/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2025, I received a gift card from a friend. I was a victim of a phishing attack when I attempted to activate the gift card, and the funds were immediately seized. I called the Blackhawk Network support line, which was listed on the ************************** site. Thus began the labyrinthine journey to have the card replaced. The card still has not been replaced. I have sent over a dozen emails and called the hotline 6 times, attempting to get a clear answer on the status of the case. On February 1, I received a new card in the mail and it didn't work. Days later, I moved. I informed the associates of this over the phone and sent proof of identity, including a utility bill to prove my name matched my case. I received over two dozen emails from the Blackhawk Network with the subject line "Pending more information requested". I was told that they were investigating and would have a final outcome and issue a new card within 90 days. March 19, 2025 marked 90 days since my original support request. The most recent email from April 25, like dozens of others: Hello, This email is in reference to your dispute Case# CDS0032197. We still need additional information in order to proceed with your dispute claim. An email was sent to you requesting the information needed. Please review that email and respond back with all the additional information requested. Once all documentation has been received or you have already provided this information, please allow at least 10 business days to be reviewed and an update provided via email to your email address on file." When I respond asking what information they need, I get more automated email messages. I am being run around in circles simply seeking support for a $50 gift card. This is not a good faith or honest business.
Business Response
Date: 05/15/2025
May 15, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ****** ****

Dear Aspen,

On May 1, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding the resolution timeframe for Dispute Case CDS0032197.

On January 10, 2025, Dispute Case CDS0032197 was created to address concerns about a gift card that may have had the details entered into a phishing website. 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. We requested the card number, order number associated with the card, the amount on the card, and photos of the card itself on January 13, 2025, with Mr. **** responding to state that the card was given to them as a gift. We advised the there was a purchase for $49, and Mr. **** advised that the charge was fraudulent. On January 18, 2025, we requested photos of Mr. ***** photo ID, a selfie with their ID clearly visible and a purchase receipt,and on January 22, 2025, we began our investigation with the merchant associated with the charge.

Emails were sent to Mr. **** at regular intervals beginning February 1, 2025, and on February 13, 2025, we advised Mr. **** that a virtual card would be sent to him in lieu of a physical card once the Dispute was resolved. Mr. **** responded to advise that the card would need to be sent to a different address, and on February 24, 2025, we requested a document less than sixty (60) days old with the updated **********. **** requested insight regarding what documentation was needed, and followed up on February 27, 2025

On March 5, 2025, Mr. **** called to request an update to his concern, and on March 13, 2025, Mr. **** was advised to send a utility bill. We re-sent this request on March 26, 2025, and we received the requested document the same day. On April 1, 2025, Mr. **** requested an update and on April 5, 2025, we advised Mr. **** that his dispute had been denied due to inconsistencies with his claim. On May 2, 2025, an email was sent to state that credit had been applied despite the dispute being denied, and a digital replacement card was created on Mr. ***** behalf. On May 8, 2025, we emailed Mr. **** to advise that the replacement card had been activated with teh full balance being available. Mr. **** asked where the replacement card was, and on May 9, 2025, we advised him that the card was replaced again and to allow up to 48 hours for the new replacement to arrive. 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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