Complaints

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

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  Blackhawk Network Holdings, Inc.

  6220 Stoneridge Mall Rd Pleasanton, CA 94588-3260

  
• 

  Blackhawk Network Holdings, Inc.

  129 Middle St # 2 Portland, ME 04101-5265

  
• 

  Blackhawk Network Holdings, Inc.

  680 Andersen Dr Ste 430 Foster Plaza 10 Pittsburgh, PA 15220-2761

• 

  Blackhawk Network Holdings, Inc.

  3501 Olympus Blvd Ste 200 Coppell, TX 75019-6292

• 

  CardLab, Inc.

  16650 Westgrove Dr Ste 500 Addison, TX 75001

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:04/27/2025

  Type:Delivery 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 first went on giftcards.com on 4/20/25 to buy $1400 in ****** gift cards. At first they approved my purchase, then canceled it hours later. **************** was unable to tell me why the order was canceled and told me to try again. I did, and again it was canceled. I decided to go slowly, so I created an account with them and placed an order for $50. After that was approved, I placed one for $100, then $250. Some of the orders went through and others were canceled by the company. So far, the largest order I have been able to place successfully is $300. Today, a week later, I have placed 21 orders on their site, and 8 were canceled by them. All orders have had the EXACT same information. The same pattern of approving an order, placing a hold on my credit card then canceling the order hours later still continues. As I write this, I have $1400 in temporary holds from BHN giftcards.com on my credit card for purchases they cancelled. This practice hurts consumers, who may find themselves unable to use their credit cards because of the temporary holds. BHN giftcards.com makes many false claims on their website. They say 99% of gift cards are sent within minutes. That has absolutely not been true in my experience, as every single one has taken hours. They say we can buy gift cards from $25 to $500, up to $2999 per transaction. Not true in my experience either. They also claim that their customer service representatives are available to help, which is not true. I talked to several of them, who told me simply that they dont know why my orders were canceled and that I should try again. I emailed their customer support department and they told me they had found the problem and if I placed another order within 12 hours, it would go through. That turned out to be a false claim as well. This company is making many false claims on their site and hurting consumers by placing holds on their credit cards, cancelling their orders and telling them to "try again."

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ******
  
  Dear Aspen,
  
  On April 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding multiple gift card orders that were canceled.
  
  Our ordering platform uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures.The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcards.com never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed;however, no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately,sometimes good people are impacted. We apologize for any inconvenience that you may have experienced. 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: 05/17/2025

   
  Complaint: 23256353
  
  I am rejecting this response because it doesnt resolve my issue. Its just an excuse. I want to know how to be able to have my orders go through with this merchant. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/26/2025

  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.

  All these places have full accounts of how the entire scam went down, I'm here specifically to file a report how the ************************** Blackhawk Holdings handles these situations. For more detailed information regarding the fraud feel free to contact the ************************ *************) Tracking#T25000586. FTC Report #: ********* Target Gift Card Services ***************)-Case#*********. This is my complaint #******-20376659 at CFPB. I still have all the gift cards that I, under false pretenses, ended up giving the numbers to the scammers. I provided all these numbers when filing the report at which point they told me all the funds on those cards had been used. It was 12, $300 gift cards worth of purchases. I received an email a couple hours later informing me of the following "I'm sorry that you were a victim of this unfortunate situation. At this time, we've confirmed that we're unable to recover any funds. Today, 04/26/2025, I called them back to inquire more about the matter as this was not a satisfactory response for me. I wanted to know what they were actually doing to catch the people who scammed me. I asked if they were able to track where the purchases were made and who made them. They informed me that these gift cards were linked to accounts, the scammers were inside of Targets purchasing items while stealing the gift card numbers, and there was nothing they could do to reimburse me. They basically let me know they have all the information to go after the people who committed a crime against me, but were still unable to reverse the purchases to reimburse me. Now my biggest issue alongside all of that is this. They will cooperate with the *** and ***************** IF they reach out needing any information. I understand this is a very common scam, and I hate that I fell for it. But these gift card agencies also need to start being held accountable and have more ways to flag accounts doing this.

  

  Business Response

  Date: 05/07/2025

  May 7, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *******
  
  Dear Aspen,
  
  On April 26, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding being an unwilling participant in Victim Assisted Fraud.
  
  In the case of Victim Assisted Fraud such as this, Ms. ******* participated in the transaction via some form of trickery, deception or otherwise. While we empathize with Ms. ******* and their situation, in these instances Blackhawk cannot be held responsible for a customer willingly purchasing gift cards for another person, regardless of the situation behind the purchase. If Ms. ******* has not already done so, any financial institutions that may be associated with the method of payment used to make the purchase or purchases should also be contacted by Ms. ******* to have fraud or Dispute claims opened on her behalf. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23254356
  
  I am rejecting this response because: I want it known that while I understand no one wants to help and make this right, I am not satisfied with this. I'm well aware you all will continue to do nothing to help the honest consumers, since profit seems to be more important than basic human decency. While these scams are active and harming innocent hardworking individuals, you all get to sit back and profit from it and will just continue reaping the rewards off their crimes. I am literally a tiny speck of dust among the people making billions of dollars off of these things. Truly such a disappointment. You say you empathize but I don't actually think you do and I highly doubt you actually considered helping or felt the slightest bit motivated to try and stop scammers out there using your products to harm people. No need to reply back. Continue sitting on your wealth. I'll keep scraping the bottom of the barrel. I just didn't want the documents to show that I accepted your response. I'm forced to accept it because you've already closed the case and I don't make enough to mean anything to you. Enjoy the $3600 that was supposed to help my friend from going homeless. Enjoy the $3600 that took me months upon months to accumulate. Enjoy your scams while they last.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *******
  
  Dear Aspen,
  
  On may 15, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ******* regarding being an unwilling participant in Victim Assisted Fraud.
  
  Blackhawk Network is a third-party order fulfillment provider for ****** as well as other merchants; because we did not receive monies from the purchase or sale of the gift cards in question, we are unable to assist. Once the funds have been redeemed from the card, responsibility for researching the redemptions in question falls to the merchant associated with the cards themselves; Blackhawk has no visibility into the redemption platform for ****** to determine who may have redeemed the cards and therefore has no recourse regarding recovery of the funds in question. 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:04/25/2025

  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.

  On 3/14, I received an email class action settled from ******* Vs. BioPlus Settlement. The settlement gave me a $70 gift card from Blackhawk Network. It had all the information to use it. But every time I tried to use it, it was declined. When I called the company, they said it was stopped due to fraud alert and I was a risk. I had tried to use it a few times before I contacted the company. Now they want utility bills and drivers license to undo the fraud! It doesn't take a utility bill or driver's license to use a gift card. It's gift card - not a credit card. Why is there even a fraud alert status if they aren't trying to scam people out of information? I told them as much and they insisted. This feels like a scam. I also told them that the lawyers who purchased the settlement had all the appropriate information and if they didn't send it Blackhawk, then it apparently wasn't required. I'm case number CS16008892.

  

  Business Response

  Date: 05/05/2025

  VIA BBB WEBSITE
  
  May 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********* *** ***
  
  Dear Aspen,
  
  On April 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** *** regarding a Virtual Disbursement MasterCard card that has been blocked.
  
  On April 13, 2025, Ms. *** contacted us by phone concerning her gift card that was unable to be ************* CS16008892 was created to assist Ms. **** On April 21, an email was sent to Ms. *** requested a copy of the email containing the retrieval link of the gift card in question, a copy of the Utility Bill showing Ms. **** mailing address, an image of a valid photo ID from Ms. *** showing the date of birth,the name of the sponsoring company that provided the gift card and a description of how Ms. *** applied for the gift card. On April 22, 2025, we received the requested documentation from Ms. **** except for the image of the Utility Bill and the image of a valid photo ID from Ms. **** On April 23 and April 25, 2025, an email was sent to Ms. *** re-requested the missing documentation, along with an explanation of why the documentation was requested. On April 28, 2025, case CS16008892 was closed as we have yet to receive a response from Ms. ****
  
  As of May 5, 2025, we have not received the requested documentation from Ms. **** To ensure that we can continue to assist Ms. *** to unblock her card and access the funds, the requested documentation is required. We encourage Ms. *** to respond to any of the mail that was sent to her from case CS16008892 with the requested documentation. Ms. *** may also contact our **************** number on the back of the gift card and reference case CS16008892 or by responding to any of the emails that were sent to Ms. *** from case CS16008892 for additional insight. 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: 05/06/2025

   
  Complaint: 23249310
  
  I am rejecting this response because: my complaint was that Blackhawk was collected too much personal information for a gift card.  They want a utility bill and my drivers license. They still want a utility bill and my drivers license. They consider the case closed because I won't provide that. It's a gift card -- it's not a actual credit card.  I won the gift card a settlement. There was nothing in the settlement paperwork which actually said we'd have to give this information to Blackhawk. Blackhawk has over 1000 complaints for problems with their gift cards. 

  I provided you the settlement card info. I provided you what they asked for ONLY AFTER I was awarded the card and ONLY AFTER I attempted to use it. The problem is they are collecting so much personal information that is not necessary to use the card.  The settlement lawyers did not disclose that so much PPI would be required. In fact Blackboard didn't disclose that on the front end either. They deny the card saying the actions are fraudulent and then they want to collect my driver's license and a utility bill. They don't need either of these documents to release the fraud charge. They could have asked me where I used the card as sufficient verification that it was me, but nooooooo.  They could've asked a 10 other questions - like purchase, the day I made the purchase, what I tried to buy, the total amount.  They asked NONE of that. Instead, they want use to send them very personal information. This is not acceptable business practices and the BBB should take notice of this along with the 1000 other complaints from this company. 

  No, the case isn't closed and no I will accept the same song and dance from them because they've been allowed to collect people's information t. 
  
  Sincerely,
  
  *** ***

  

  Business Response

  Date: 05/13/2025

  VIA BBB WEBSITE
  
  May 13, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, *** ***
  
  Dear Aspen,
  
  On May 6, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from *** *** regarding a Virtual Disbursement MasterCard card that has been blocked.
  
  As mentioned previously, the documentation that is requested is required when addressing blocked cards as security precaution, as well as to establish a clear line of ownership between the intended recipient and the person contacting us to address concerns with the card. We encourage Ms. *** to respond to any of the mail that was sent to her from case CS16008892 with the requested documentation. Ms. *** may also contact our **************** number on the back of the gift card and reference case CS16008892 or by responding to any of the emails that were sent to Ms. *** from case CS16008892 for additional insight. 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: 05/13/2025

   
  Complaint: 23249310
  
  I am rejecting this response because:

  1) There was no fraudulent experience or proof of fraud.  You labeled this fraud the first time I used it  I never even got the chance to the use the gift card before you flagged it, so how do you know there's fraud?  On what circumstances have you detected any fraud whatsoever? You have presented none. 
  

  2) It's a gift card not a credit card. It shouldn't be treated like a credit card. Having a fraud alert is treating it like a credit card.  Gift cards are given and moved about. Gift cards are tracked or traced. This is gift card -- not a credit card. If you want to be treated like a credit card instead of a gift card, then you should be asking about my specific purchases, not a utility bill or a driver's license. Neither the utiility bill or the driver's license will help you prove if I actually used the gift card to make purchases at specific places.
  

  3) There is no pattern of activity at all for you to base the fraud on. I was never allowed to use this card, so how can it be fraud?  You don't know my purchasing patterns or history.  Wouldn't it better for you to ask me if I used it at x business, rather than want a utility bill?  A utility bill can be in someone else's name. I could give you someone else's utility bill completely. 

  4) Driver's license data
  

  4) How can the ******************** allow a GIFT CARD to keep collecting such personal data?  I have proven that this was gift card and that it came from a legal entity. 
  

  BBB,

  You are accepting the same answer over and over from this company. There is a history of complaints about this just like mine; please look at your resources for this company across multiple cities. How can you say that collecting utility bills is part of verifying fraud? How can you say that it's a good idea for a person to send a company their driver's license when that in itself gives people and entities the bar code and ALL of information to sell and commit fraud?
  *** ***

• Initial Complaint

  Date:04/22/2025

  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.

  Date purchased 12/24/2024 ****** **** gift card No charges on this card were made by or authorized by me I have sent *** everything they asked for multiple times and keeping the run around they are less than helpful and wish whoever stole my money had as hard of time as I am trying to get it back. Makes me wonder if an employee is stealing the card information and using it. and whether I file a police report. They habe the attached documents that they asked for, said they had everything they needed and now I get an email saying they sent a letter the end of March asking for more info, a letter that I did not recieve, and now the case is closed. I want this resolved and the money refunded to me.

  

  Business Response

  Date: 05/07/2025

  VIA BBB WEBSITE
  
  May 7, 2025
  
  Better Business Bureau
  Complaint Case:  23238794
  
  RE:****** Peterson 
  
  Dear *****,
  
  On April 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******** regarding unauthorized charges on her **** gift card ending in 9510.
  
  On March 15, 2025, we received a call from *** ******** who called to report unauthorized activity on her **** gift card ending in 9510. Our team created case CS15733612 in order to investigate. On March 16, 2025, our team requested the following information to assist in our investigation of *** ********* issue. Our team requested the Giftcards.com order number, full name of purchaser and recipient, phone number, proxy number, expiration date, and the card value. That same day we received the requested information from *** *********** March 17, 2025, our team reached out asking *** ******** if she was the one who registered the card. That same day *** ******** confirmed she was the one who registered the card. On March 18, 2025, our team reached back out to let *** ******** know that the card was registered under someone else's name
  
  On March 24, and 27, 2025, *** ******** requested an update on her case. On March 29, 2025, our team requested copies of the card in question, a selfie with her photo ID, image of the same photo ID and a receipt or bank statement with showing the purchase. Our team requested this information in order to verify *** ******** as the rightful card holder.
  
  On April 2, 2025, we received copies of the card and proof of purchase. On April 4, 2025, our team again requested an image of a photo ID and selfie with the *** That same day we received the requested information. On April 5, 2025, we received an additional email from *** ******** including the requested information again. On April 7, 2025, case CS15733612 was closed and Disputes case CDS0147390 was opened in its place. That same day *** ******** was advised that the chargeback against the merchant was in progress. Our team advised her to please allow 30 to 90 days for the disputes process to be completed. On April 25, 2025, we received a complaint from the Better Business Bureau that was submitted by *** ********* On May 2, 2025, our team updated *** ******** that the dispute was still in progress. That same day *** ******** updated our team with the correct amount she was requesting disputed. On May 5, 2025, an addition dispute was created for the amount *** ******** Updated our team with under a second disputes case CDS0181878.
  
  On May 5, 2025, disputes were won in *** ********** favor, and a replacement card was issued and should arrive in the next 10 business days. The amount issued to *** ******** was $400.00.
   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: 05/10/2025

  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:04/22/2025

  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.

  Blackhawk claims that tango locked or blocked my card tango claims they don't have the ability to lock or block any cards Blackhawk referred me to tango when I went to tango they said they know nothing what's going on they can't locate anything on me and they can't unlock anything my money is being withheld and it's starting to look like Blackhawk is pointing fingers at tango when really it's Blackhawk trying to keep my money and in the meantime I'm in the middle of this I'm confused I don't know what to do I can't get my money off my car I can't use my card I can't access my funds it's locked and nobody can do anything for me I want my money I want answers as to why my car is locked I want answers to how to unlock it and I can't get any answers from either side I want answers as to what's going on here and both sides refuse to give me answers to anything. the case number that Blackhawk is giving me to get to tango tango says they can't find me look up anything in their system on me on with that case information that's invalid number so the case number that Blackhawk is giving me is a fake case number because they're not able to locate tango's not able to locate me with that case number that provided me so it's starting to look like black ******* just trying to keep my money here I have called emailed tango and I I'm getting nowhere with with either way of trying to contact them nobody knows anything about what's going on they can't find they can't help me if they can't look at my information it's everything that Black hawk is telling me to do is just a dead end road I've been trying to take care of this since a week ago and they I didn't even get to use my card not even one time and they already locked my card before I even got a chance to use it

  

  Business Response

  Date: 05/12/2025

  May 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** *******
  
  Dear Aspen,
  
  On April 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding a Tango Rewards card that has been blocked from use.
  
  In reviewing the card ending in 0158 was blocked due to attempted purchases that were not in alignment with the Terms and Conditions for the program administrator, Incentco. Our records show that the card account has been closed as of April 24, 2025, with the remaining $737.09 in funds having been removed and returned to the program administrator associated with the disbursement of the funds. If Mr. ******* has not already done so, we recommend that he reach out to the program administrator directly to discuss what options are available regarding accessing the funds from the card in an alternate method.  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:04/22/2025

  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.

  Dear Team,I'm writing to formally file a complaint against Myprepaidcenter for their unacceptable customer service practices and failure to resolve a critical issue that has been ongoing for last 12 ********* 2023, I received a **** gift card valued at $487 through Myprepaidcenter (Card Number: *******************, linked to ******************* Without any warning or legitimate reason, this card was disabled before I could redeem the funds.Since then, I have made multiple attempts to resolve this:I have called their customer support team over a dozen times. Most of these calls were dropped mid-conversation or left me on hold for excessively long durations without ever speaking to an agent.I have received no proactive communication or explanation regarding the deactivation of my card.This card was already paid for and issued, and I have already been taxed for the amount. Denying access to these funds is, quite frankly, equivalent to withholding earnings.I am extremely disappointed by the lack of transparency and accountability from Myprepaidcenter. This situation reflects a pattern of bad faith operations, where user funds are restricted without notice and without recourse.I am requesting your help in getting a new redemption email for the card so I can access the card details and utilize the balance.I look forward to your support in resolving this matter urgently.

  

  Business Response

  Date: 05/09/2025

  May 9, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, Akshay ****
  
  Dear Aspen,
  
  On April 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from Akshay Goel regarding a Rybbon virtual promotional ********** that has expired with funds still remaining.
  
  On April 22, 2025, Case CS16088730 was created to address a virtual card that had expired. On April *******, we sent an email to ********************* to advise that the card had been replaced, as well as provided instructions on how to retrieve the virtual card that had been sent. If Mx. Goel encounters any roadblocks with retrieving or redeeming the replacement card, we invite them to reach out to our **************** team directly so a representative may provide any insight that may be available. 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: 05/09/2025

  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,
  
  Akshay ****

• Initial Complaint

  Date:04/21/2025

  Type:Billing 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.

  Blackhawk Network has banned me from purchasing gift cards online from a variety of companies. Blackhawk Network originally told me that they could not tell me why they weren't able to approve my orders. I've come to find out that the reason they have banned me is from 3 fraud chargebacks my credit card company submitted to Blackhawk Network. December 27th my credit card immediately notified me of 3 $100.00 gift card purchases from *******. I did not purchase these and my credit card company immediately blocked my account and changed my account number. My credit card company processed these fraud chargebacks correctly since I did not participate in these transactions. Because of these fraud chargebacks Blackhawk Network has banned me from making gift card purchases online. I also have come to find out that those gift cards had never been used which means Blackhawk has the funds. Blackhawk should have drained those gift cards when they receive the chargebacks and issued credit to my account. This would have resolved the chargeback. They did not do this. They accepted the chargeback and then banned me from future purchases. I've been told by Blackhawk that I should have my credit card company reverse the chargebacks which would send the funds back to Blackhawk. This would make Blackhawk unduly enriched. The bottom line is we are even...Blackhawk has the funds on the gift card and my credit card company has credited my account. At this point in time Blackhawk is discriminating against me regarding fraud I never comitted. I would like this block removed from my account so I can purchase gift cards online.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ********
  
  Dear Aspen,
  
  On April 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******** regarding orders placed online that were not completed.
  
  On January 27, 2025, Order ******** placed online for one (1) $25 Kroger eGift Card but was canceled by our **************** Case CS15270300 was opened via a phone call from *********** to inquire about the reason the order was rejected. An email was sent to ******************** to advise that one or more of the attributes in the order processing system did not meet our security screening standards and that we could not advise as to what, exactly, caused the order to be canceled.Advised that any pending holds placed during the order would be returned in the timeframe set by the financial institution associated with the method of payment used to place the order. On January 29, 2025, Ms. ******** requested that their order be escalated. A response was sent via email reiterating that we could not advise as to what the exact cause was to have the order be rejected. We recommended that the customer purchase a physical card as an alternative from a physical merchant, and Case CS15270300 was closed. Case CS15286016 opened by phone call from Ms. ******** the same day to request information regarding why order ******** was not completed. An email was sent to ******************** to advise that one or more of the attributes in the order processing system did not meet our security screening standards and that we could not advise as to what, exactly, caused the order to be canceled.Advised that any pending holds placed during the order would be returned in the timeframe set by the financial institution associated with the method of payment used to place the order. Case CS15286016 was closed on February 1, 2025
  
  On March 6, 2025, Order ******** placed online for one (1) $50 One4All On The Run eGift Card but was canceled by our **************** On April 7, 2025, Case CS15948557 was opened as a continuation of CS15286016, and an email was sent to ******************** to advise that chargebacks had been begun by the financial institution associated with orders CND6MM8EPC #CND6MM8CPW, and #CND6MM8C8J that were dated in December of 2024, causing future orders using the same card to be automatically rejected. Ms. ******** was advised to reach out to her financial institution if the chargebacks were begun in error so they could be **********. ******** requested a phone number to speak to a live agent. On April ******, Ms. ******** was provided with the phone number ************** to speak to an agent. A phone call was placed to Ms. ******** the same day, but no answer was received. An email was sent to ******************** to request an alternate phone number, and Ms. ******** provided the same number that is in this complaint. We attempted to contact Ms. ******** again by phone on April ******, but were unsuccessful in reaching her.
  
  Because the chargebacks against the aforementioned orders are still ongoing, no orders using the information we have on file may be used to place an order. If Ms. ******** has not already done so, we invite her to reach out to her financial institution to either have the chargebacks removed or to inquire as to their status. 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: 05/04/2025

   
  Complaint: 23233072
  
  I am rejecting this response because:  The business did not address my concerns regarding fraud.  I also did not receive any phone calls as stated in the response.  I am happy to supply phone records.  Prior to April 7, 2025 *** told me that they could not tell me why my orders were being canceled.  On April 7, 2025 I received an email stating that my orders were being canceled due to fraudulent orders that were received on December 27, 2024.  I was told that the fraudulent orders were causing future orders using the same card to be automatically rejected.  This is untrue.  My credit card number was changed by my financial institution on December 27, 2024.  I was using a new credit card number.  I should not be responsible for fraudulent chargebacks if I did not participate in the transactions.
  

  I have spent over 3 months trying to get this issue resolved.  Since the Regulatory Complaint Team would not resolve this for me I had to reach out to someone at the corporate level.  I am very grateful that this person was willing to give me the time of day and go beyond the call of duty.  Thanks to him this issue has been resolved.  The Regulatory Complaint Team has a lot to learn about the chargeback process.  ******* did everything correctly.  A customer should not be responsible if fraud has been committed using their information.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/21/2025

  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.

  Blackhawk Network is dishonest and unresponsive. I filed a complaint with the **** on 2/28/2025. They falsely claimed they opened two dispute cases and emailed me on March 14, 2025 I never received any such email, and no dispute case numbers were ever provided to me. They waited until the last possible moment to close the complaint and never resolved my issue or refunded anything.Their entire response is misleading and unsupported by any real evidence. I still cant use the cards, cant access the balance, and was told my request came too late despite my repeated calls within the timeframe. This company is deceptive, hides behind fake case numbers, and gives zero help. I will attach a screenshot of the **** complaint so you can see how silly their behavior really is.I demand a full refund and accountability.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, ***** ******
  
  Dear Aspen,
  
  On April 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding two MasterCard gift cards that have unauthorized transactions past the Dispute timeframe.
  
  On September 23, 2024, Dispute Cases DS0771096 and DS0771104 were opened to report unauthorized activity against two MasterCard gift cards ending in 6921 and 3115, respectively. An email was sent to Mr. ****** at ************************ advising that our Terms and Conditions state that any unauthorized charge must be communicated to us no later than sixty (60) days from the date the charge posts against the gift card balance or we may not be able to assist. ******************** Cases were closed on March 14, 2025, with a response being sent to Mr. ****** to advise that the disputes had been closed.
  
   The Terms and Conditions are available for ********* to review at any time, and we encourage and recommend that any and every cardholder 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 and services associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any delay or 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: 05/03/2025

  Please, someone actually read my complaint this time instead of sending another copy-and-paste response.
  Who is holding this company accountable?
  

  

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, ***** ******
  
  Dear Aspen,
  
  On May 5, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ***** ****** regarding two MasterCard gift cards that have unauthorized transactions past the Dispute timeframe.
  
  While the charges in question are indeed past our dispute timeframe and were when the original disputes were opened in accordance with the Terms and Conditions, our research also determined that there were multiple Disputes opened under the card numbers that were provided by Mr. ******* this is considered an abuse of our Dispute process and reinforced our decision to reject the dispute Cases that had been opened.
  
  We sincerely apologize for any delay or 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
  ****, NV 89521
  ******************************

• Initial Complaint

  Date:04/21/2025

  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 have a gift card with an initial balance of $200. I used $45 of it at ******************* on April 13th and haven't used it since. However, checking the balance history today on ********************************************************* shows a zero balance, indicating fraudulent activity. I've been unable to reach a live agent on www.giftcards.com to resolve this. Could you please help me recover the remaining balance of $155 by issuing a new gift card with a new PIN, as my original card has been compromised and is being misused?"

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** Lad
  
  Dear Aspen,
  
  On April 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** Lad regarding unauthorized charges against a **** gift card ending in 6338.
  
  Because the charges in question are within our sixty (60) day timeframe for a dispute to be made, we invite Mx. Lad to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on their behalf. We sincerely apologize for any inconvenience Mx.Lad 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:04/19/2025

  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 purchased an ***** Gift Card online thru Blackhawk Net. I sent it to a friend of mine who tried to use it, and was told that it was invalid. I went to the Apple Online site to see how much money was on the card, and could not get a response on the card. I called the customer service number at *****, and was told that the gift card number on the card was not a valid card number.I wrote to Blackhawk Net regarding the card in question, and they said that they would look into it. After a couple of days, they closed the request, saying they could do nothing, and maybe my bank had put a hold on the payment. I re-opened the request and told them that it had gone thru on ****** and that my bank had indeed charged me for the card and the processing fee. We have gone back and forth on this charge since January 19th, and they issued what they called a final resolution saying they could not do anything on it and were closing the case again. At this point, it isn't the lousy $57.99 dollars, its more of a principle thing. If you want to charge me for a card, and not allow me to use it, then I want my money back, and I want people to know that Blackhawk Net holdings cannot be trusted. Order number was 9747-24168509-4387, card number was XWP2 WJZT 36QG 8WQL. Cases opened with Blackhawk Net are CS15851806 and CS15252256.

  

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On April 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding an online order that was canceled.
  
  On January 25, 2025, Case CS15252256 was created via our online Contact Us form by ********************* inquiring about order 9747-24168509-4387. On January 27, 2025, we responded and advised that the order was canceled due to aspects of the order being rejected during our routine screening process. On March 27, 2025, Case CS15851806 was created as a follow up to CS15252256 to request additional information, stating that an Apple gift card that is associated is not able to be redeemed. On March *******, we reiterated what was advised in the previous Case. Further, Order 9747-24168509-4387 appears to be a Razer Gold card, not an Apple gift card.
  
  We use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcards.com never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed;however, no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately,sometimes good people are impacted. We apologize for any inconvenience that ********* 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
  Reno, NV 89521
  ******************************

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23227142
  
  I am rejecting this response because:
  The funds were taken from my account, so if their tools/systems rejected the card, they should have automatically returned the funds to my account.  They have not.

  They said the item purchased was not an Apple Gift Card, but that it was a Razer Card.  That is not true, and I sent a photo with the *** file extension showing that it was an Apple Gift Card with the validation code on it to use the card.

  So, I purchased the card, got an Apple Gift Card, and tried to use it and it was not valid.  Blackhawk Network Holdings is flat lying, I have included the documentation needed, and they are an unscrupulous business company that does not want to pay a refund for the card.  Had the card worked, we would never have been in this situation in the first place.  I would suggest that they (Blackhawk Network Holdings) get the worst ranking possible given the details provided.

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/12/2025

  May 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On May 12, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ****** regarding an online order that was canceled.
  
  As mentioned in previous correspondence, Order 9747-24168509-4387 appears to be a Razer Gold card, not an Apple gift card. We have attached a screenshot of the order in question,highlighting the order number and card that was purchased to confirm that the order number provide by Mr. ****** is indeed a Razer Gold card rather than an Apple gift card.
  
  We use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcards.com never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed;however, no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately,sometimes good people are impacted. We apologize for any inconvenience that ********* 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
  Reno, NV 89521
  ******************************