Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,125 total complaints in the last 3 years.
- 390 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i bought a GIFTCARD from the local market and i put $350.00 on it. as soon as i got home, i activated the card and right away i was good to go. so i put the card away untill later(6.5 hrs) and wanted to buy some stuff from ******* but they told me that i didnt have enough funds in the acct. , so i checked online and it said i only had 4.00 left(in which i havent used the card as of yet) and so i called the market(BASHAS IN ********,**) they told me that it was out of their hands and i need to call the card company in which i did, but they told me to **** BASHAS(so they were giving me the run-around) i dont know what to do but all i know is im out of $350.00 and it seems that im not getting nothing back
Business Response
Date: 07/22/2025
July 22, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* ******
Dear Aspen,
On July 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding unauthorized transactions against a **** gift card.
Because the charges in question are within our sixty (60) day timeframe for a dispute to be made, we invite Mr. ****** 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 his behalf. We see that the card is registered to someone other than Mr. ******* because of this, it will be necessary to provide proof of purchase when beginning their dispute, such as a purchase receipt,activation receipt, or bank statement reflecting the purchase as well as other supporting documentation to show a clear line of ownership of the 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: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a **** gift card for $300.00 on 5/16/2025. Within 48 hours the card was hacked and all money was stolen.I emailed Blackhawk Network to Dispute the charges. They said they would initiate an investigation to get my money back. They said someone would respond with 24 to 48 hours to confirm.I have called them 5 times and emailed 4 times in the past 8 weeks. They continue to ignore my requests. I still have not received response at this time.This behavior leads me to believe that Blackhawk Networks is part of the scam.Any help is appreciated.Business Response
Date: 07/22/2025
VIA BBB WEBSITE
July 22, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ****** *****
Dear Aspen,
On July 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding charges on his Mastercard gift card that were not recognized.
On May 16, 2025, we received an email contact from Mr. ***** regarding charges on his gift card ending in 4818 that were not recognized. Case CS16341044 was created to assist Mr. ****** and on May 17, 2025, an email was sent to Mr. ***** requested image of the front and back of the gift card in question, an image of a valid photo ID from ********* a copy of the proof of purchase of the gift card, and a selfie of ******** with the photo ID. On May 20, 2025, we received the image of the gift card and a copy of the proof of purchase. On May 22, 2025, an email was sent to Mr. ***** requested an image of a valid photo ID from Mr. ***** and a selfie of Mr. ***** with the photo ID. On May 27, 2025, we received an image of the photo ID and a selfie of Mr. ***** with the photo ID. From June 2 to July 10, 2025,Mr. ***** requested updates regarding his concern. On July 21, 2025, a Dispute case CDS0268232 was created to assist Mr. ****** On the same date, an expedition was made to resolve the Dispute case CDS0268232, and an email was sent to Mr. ***** confirming that the dispute has won in Mr. ****** favor.
As of todays date, we can confirm the dispute amount of $298.72 USD was credited back to Mr. ****** account. As part of our security precautions, we have also replaced Mr. ****** gift card. Mr. ***** is expecting to receive a replacement gift card totaling $300.00 USD in mail within 10 business days. 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:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a dispute case with Blackhawk on March 1, 2025, regarding a $500 fraudulent transaction on my prepaid card (Case No. DS0887282). After a very long delay with little communication, I was surprised to find out on June 21 that the case had been closed even though I had not been notified or given a final resolution.The case was later reopened, and on June 29, I provided all required documents, except for a notarized dispute form. I informed them repeatedly including in writing on July 2 that the form cannot be notarized according to the notary at UPS.On July 7, I called and spoke with Supervisor ***** who refused to even look at the case or consider my waiver request. She denied it without any review. Since then, *** continued receiving automated emails repeating the same instructions, with no acknowledgment of my prior ***************** feels like I'm dealing with an "AI" system, not a real dispute team. No one has provided a reason why the notarization cannot be waived, despite my good-faith efforts and full cooperation.I am requesting a human review, a written decision on my waiver request, and confirmation that my submitted documents are on file.Business Response
Date: 07/22/2025
VIA BBB WEBSITE
July 22, 2025
Better Business Bureau
Complaint Case: 23579974
RE: ******* ******
Dear *****,
On July 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding how dispute case DS0887282 has been handled.
On March 1, 2025, our team received contact from Mr. ****** in regard to issues with unauthorized activity on his Mastercard Gift card ending in 6280. Our team opened dispute case DS0887282 to investigate this issue further. That same day our team sent a dispute form and request for additional information from Mr. ****** so they may proceed with the investigation. As of March 31, 2025, we had not yet received a response in regard to the requested information. Due to this the dispute in question was closed. On June 21, 2025,we again sent the dispute to request information do we may proceed. On June ******** we received the following documentation from Mr. ******* a police report,proof of address and a selfie with his ID. On July 1, 2025, our team again requested a notarized dispute form be filed. On July 2, 2025, Mr. ****** responded to our team stating that the *** store doesnt allow notarized dispute forms and is requesting to have us waive the documents. On June ******* our team again advised we would need a notarized dispute form. On July ******* Mr. ****** stated we were refusing his refund. On July 9, 2025, our team again requested the notarized dispute form. On July 11, 2025, we received a complaint from the Better Business Bureau that Mr. ****** had filed in regard to the matter.
On July 18, 2025, after continuing to research the matter, it was determined by our team that there was an error found and therefore no credits would be applied. 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
Regulatory Complaint Specialist
****, NV 89521
******************************Customer Answer
Date: 07/24/2025
Blackhawk keeps changing its story. First they said I didnt respond (false), then they claimed inconsistencies, now they say there was an error with no explanation of what that even means. I provided all documents except notarization (which I explained was impossible). Their entire response ignores the real issue. This matter is not resolved.Business Response
Date: 07/28/2025
VIA BBB WEBSITE
July 28, 2025
Better Business Bureau
Complaint Case: 23579974
RE:******* ******
Dear *****,
On July 24, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from ******* ****** regarding how dispute case DS0887282 has been handled.
Our previous memo had a wording error and for that we apologize.
On July 18, 2025, after continuing to research the matter, it was determined by our team that there was no error found and therefore no credits would be applied. A No error letter was sent to Mr. ****** in regards to this matter with an additional explanation as to us finding no error in the disputed charges. 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
Regulatory Complaint Specialist
****,NV 89521
www.BlackhawkNetwork.comVIA BBB WEBSITECustomer Answer
Date: 07/28/2025
Your response continues to change every time first you said I didnt respond, then inconsistencies, then you claimed there was an error, and now you say there wasnt. Thats not a typo thats a cover-up.
I never received any detailed no error explanation just vague copy-paste emails. You still havent addressed why you refused to waive notarization, why your supervisor refused to review the case, or why you ignored my documentation.
This is not resolved. Your repeated contradictions and vague responses only prove that youre avoiding accountability.Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get a refund to my credit card due to not receiving merchandise.I have ent emails since April trying to get the matter resolved. All I get is emails asking for info I either have already given or cannot provide.I made a purchase on FB and come to find out the site was bogus so I never got what I ordered.I have tried my best to owrk with Blackhawk but it's no use.All I am asking is that they do the job they say they can do.3 months of no resolution is a bit rediculous ,PLEASE do what you can to help me ****** ******Business Response
Date: 07/18/2025
July 18, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On July 8, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding the resolution timeframe for Dispute Case CDS0910273.
May 12, 2025, we received a phone call from Ms. ****** to report that merchandise that she had purchased was not received. Dispute Case CDS0190273 was created, and an email was sent to ******************** with a Dispute Form, requesting that Ms. ****** made a good-faith effort to address the issue with the merchant prior to contacting us to address the concern in question by providing contact details with the merchant, such as the date of any contact,the name of the person they spoke to, the method of contact used, any response received from the merchant in question, a description of what was purchased,and written explanation of how the merchandise was not as described or was defective along with photo documentation. Additional information was requested as well, including a date of return if the merchandise in question was returned, the shipping company used to return the merchandise, and any tracking number provided for the return of the defective merchandise. Ms. ****** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, and options on how to submit the form by email and by fax as well as an explanation why the investigation takes that long. We requested this information again on May 23, 2025, as well as on June 2, 2025, after she had advised she didn't receive the email with the request. On June 8, 2025, we requested the documentation again, and on June 10, 2025, Ms. ****** advised that she had already sent in the Dispute Form. We re-sent our request on June 15, 2025, June 21, 2025, July 3, 2025, and July 5, 2025, and attempted to contact Ms. ****** by phone to go over the dispute process as well as what documentation was required.
Despite not receiving the documentation to begin the investigation with the merchant in question, Dispute Case CDS0190273 was closed in Ms. ******** favor and a credit for $50.21 was applied to the card ending in 4426. 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:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacted prepaid centers today regarding the physical card I requested because there was issues accessing the virtual card sent to me. The virtual card was sent to me on behalf of ******* due to breach of contract settlement. The virtual card was issued in May 2025. I contacted prepaid centers during that time indicating I was having an issue with activating the card. I spoke with Manager not sure of her name. She indicated that a physical card would be sent out. I have yet to receive that card as of today.Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On July 8, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a physical replacement card that has not been received.
On June 10, 2025, Case CS16565409 was created via phone call from Ms. ******* due to roadblocks with redeeming a virtual MasterCard settlement card ending in 1275. Ms. ******* requested a physical replacement card, and after advising that the address on file for the virtual card was incorrect a new virtual card was sent instead. Our records show the replacement virtual card ending in 4354 was received and has a redemption against the balance on June 28, 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: 07/09/2025
Complaint: 23569222
I am rejecting this response because:
I never received my physical card that I was entitled to receive.They are playing regarding redemption code. So what if my address changed. My would have been forwarded.So WHAT I NEED TO KNOW WAS THE PHYSICAL CARD MAILED?
IF SO WHEN!
IF NOT WHAT ARE YOU TALKING ABOUT I NEVER USED OR REDEEMED ANYTHING.IF SOMEBODY GOT THE CARD AND USED IT THEN I NEED TO KNOW THE SPECIFICS SO AN INVESTIGATION CAN BE DONE IN REFERENCE TO THEFT
Sincerely,
****** *******Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *******
Dear Aspen,
On July 9, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ******* regarding a physical replacement card that has not been received.
The physical card was not sent as we cannot send to any other address besides what is associated with the card in our records. Because the charge in question is within our sixty (60) day timeframe for a dispute to be made, we invite Ms. ******* to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 07/09/2025
Complaint: 23569222
I am rejecting this response because:I did not receive my card I was not able to activate the one sent to me via email. My physical card that I requested could have and should have been sent to me as I requested. I informed the manager of that. However no attempt was made. My physical card would have been forwarded to my current address has I stated per the call. I was assured by that same manager that she was sending the card.The fact is I want to know who what and when the card was used because it was certainly not by myself whether virtually or physically.
****** *******
Sincerely,
****** *******Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am extremely upset. I have a prepaid virtual ********** through this company. Upon activation it encourages you to add this to your mobile wallet ******* pay, Apple pay) i did this and tried to use my card. Of course it was declined. I called customer service and said they shut down my card for trying to add it to *****************. now I'm going back and forth with the overseas support. I cannot access my money and with no end it sight I have no idea how I will eat as this is all my money.Business Response
Date: 07/18/2025
VIA BBB WEBSITE
July 18, 2025
Better Business Bureau
Complaint Case: 23568053
RE: ****** ***********
Dear *****,
On July 8, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** *********** regarding
roadblocks with redeeming a virtual MasterCard settlement card ending in 9086.
On July 7, 2025, our team was contacted by *** *********** in regard to an issue with using his MasterCard settlement card ending in 9086.Our team created case CS16832638 in order to look into this and requested the following information. A screen shot of the email you received showing the reward details, once received we would process a replacement card. That same day *** *********** responded with vulgarity requesting the card be unlocked.Our team explained that due to the nature of the card being blocked due to a spoofing site we would need additional information to confirm identity. Our team stated once all documentation was received, we would proceed with issuing a replacement. *** *********** agreed to send the documentation.
On July 8, 2025, we received a call from *** *********** who was highly escalated saying they needed the money now. That same day our team responded after reviewing the information provided to let *** *********** know that because the information provided did not match what we had on file we would be unable to just unblock the card and that *** *********** would need the original card holder to contact us to confirm. That same day *** *********** contacted our team again threatening them with court if the card was not unblocked immediately. We again advised we were addressing the issue and would need a way to verify further. *** *********** continued to use vulgarity and racial slurs.
On July 9, 2025, our team again kindly requested that the original card holder contact our customer service team so we can proceed with a replacement. *** *********** again responded with racial slurs. That same day our team once again requested the original card holders information. *** then called that day and requested to speak with a supervisor to ask him to ask for the money be issued immediately. *** *********** then had our team confirm the information with his wife whom the card was originally registered and that she authorized him to take over ownership of the card.
After verifying this information our team issued a replacement card. As of July 18, 2025, we can see the card was used in its entirety. 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
******************************Initial Complaint
Date:07/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Awarded a $100 A Fift For you debit card from MC. states to activate with checkstand. Distributed and serviced by Lackhawk Network **************** website of *************************** is bogus and is not a registered website. Asked for a 16 digit number when my card had only 12 digits. finally reached a customer service *** who looked up the card with bar code # and said the $100 was used in *********** Tenn march 6 2025 and since it is more than 60 days old there was no refund or action to be taken. basically, you are out of luck. This is likely a scam and front for laundering money illegally.Business Response
Date: 07/17/2025
July 17, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ****
Dear Aspen,
On July 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding unauthorized charges against a ********** gift card ending in 2669 that are past the 60 day dispute timeframe.
The Terms and Conditions associated with this card states 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. Because we did not receive any notification about the charge in question, as well as our records showing that the card is not registered to a cardholder, we are unable to assist at this time. The Terms and Conditions are available for Mr. **** 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 associated with the card to the best of their ability within the strictures of the card network allowances. 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:07/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted these rebates TEN (10) weeks ago and at the end of April their status has shown, "Your rebate is valid and is scheduled for final processing. Please refer to your rebate form for estimated processing times." Every time I contact customer service, I am told to wait 7-10 more business days. I just want my two $5.00 rebates. Tracking numbers #********** and #**********.Business Response
Date: 07/11/2025
VIA BBB WEBSITE
July 11, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On July 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding two rebate cards he have not received.
We are working internally to provide the rebate cards for Mr. ****** and will continue to follow up with ********* to ensure that the rebate cards are received and able to redeem the cards. 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: 07/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I will wait a reasonable amount of time to receive the cards. However, if I do not receive them, I will refile a complaint.
Sincerely,
**** ******Customer Answer
Date: 07/22/2025
I previously filed a BBB complaint on July 3rd (complaint #********) regarding not receiving two $5.00 rebates (tracking numbers #********** and #**********.) On July 12th, the company responded saying they would process the rebate cards, which I received via email on July 16th. However, when I tried to activate the cards, I get the following message "We apologize, we have identified an error from our side, Please contact customer service at ************". When I contacted customer service, they told me to delete the cookies from my browser and to try from a mobile device, both of which I tried, I could still not activate the cards. This is really ridiculous and so unprofessional!Business Response
Date: 07/31/2025
VIA BBB WEBSITE
July 31, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** ******
Dear Aspen,
On July 22, 2025, Blackhawk Networks (Blackhawk) received a recontact to our response to a complaint from **** ****** regarding roadblocks with retrieving his cards.
On July 22, 2025, Mr. ****** contacted us regarding roadblocks that he had encountered when redeeming his gift cards ending in 4249, 5103 and 9419. Reference case CS16972504 was created to assist Mr. ******* On the same date, an email was sent to Mr. ****** advising him with confirmation that his gift card ending in 4249 has activated successfully and ready to be redeemed. The virtual gift cards ending in 5103 and 9419 will be replaced and issued to Mr. ******* email address, which ********* will be expected to receive the virtual replacement gift cards within 24 hours.
On July 23, 2025, Mr. ****** contacted us regarding his concern about the two virtual replacement gift cards that were not received. On the same date, an email was sent to Mr. ****** informing him that the replacement gift cards were processed and issued to ********** email address at *****************************,and recommended Mr. ****** to check his Junk or Spam folder within his email as our email might be filtered to those folders due to email settings. On the same date, Mr. ****** confirmed that he still did not receive the virtual replacement gift cards. On July 24, 2025, an email was sent to Mr. ****** assured him that he will be receiving the two virtual replacement gift cards on the same date.
As of todays day, we can confirm the two virtual replacement gift cards have been issued to Mr. ******* email address at *************************** Mr. ****** did not receive the virtual replacement gift cards, we encourage Mr. ****** to review his Junk or Spam folder as the virtual replacement gift cards may sent to those folders due to email setting. We also encourage Mr. ****** to contact our customer service for additional insights. 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: 07/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. At first I could not activate the cards and reopened the BBB complaint. After a few emails back and forth with customer service after the reopening, they reissued me two new cards and I was able to activate and redeem them successfully.
Sincerely,
**** ******Initial Complaint
Date:07/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December 2024, I received a $100.00 gift card issued by Blackhawk Network. When I activated the card, in March 2025, to use, purchases were already made. I contacted them and was instructed how to proceed with a Dispute, a few weeks later, I was issued a Replacement card with my name printed on it. Again, when I activate/attempt to use, I only had $26.20 remaining, $56.84 had been stolen. I contacted them again to dispute. Now, they want a Selfie, documents, and photo identification ( which I provided). I shouldn't have to deal with this to get the funds replaced.Business Response
Date: 07/11/2025
VIA BBB WEBSITE
July 11, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ******** ******
Dear Aspen,
On July 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding the documentation requirements for Dispute Case CDS0145554.
On April 3, 2025, Ms. ****** contacted us by phone to report charges on her gift card ending in 6848 that were not recognized. Case CS15909685 was created to assist Ms. ******* On April ******* case CS15909685 was resolved, and an email was sent to Ms. ****** informing her that a Dispute Case CDS0145554 was created to assist Ms. ****** to initiate a dispute. We also informed Ms. ****** that a chargeback process has begun with the merchant, and the chargeback process takes up to ***** days for the merchant to response with their resolution. On the same date, ********** gift card ending in 6848 was replaced as part of our security precaution.
On May 19, 2025, an email with the Dispute Form was sent to Ms. ****** requested documentation to support our investigation. On June 12, 2025, Ms. ****** contacted us by phone and inquired about the block on the replacement gift card that she received. On June ******** Ms. ****** contacted us by email and requested a refund as she was unable to redeem her replacement gift card. On June 23, 2025, Ms. ****** contacted us by phone and requested updates regarding her concern. On June 28 and July ******* an email with the Dispute Form was sent to Ms. ****** requested documentation to support our investigation. On July 3, 2025, we received the requested information from Ms. ******* On July 10, 2025, Dispute case CDS0145554 was resolved, and an email was sent to Ms. ****** confirming the Dispute has won in her favor.
As of todays date, we can confirm a refund check totaling $56.84 USD was issued to Ms. ******* and ********* will be expecting to receive a refund check in a 4x6 postcard by mail within ***** business days. 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:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 2 $50.00 virtual **** credit cards. They say that the order has been fulfilled. But there are no 16-digit credit card numbers to be found anywhere nor are there any expiration dates or cvv codes that I need in order to activate said credit cards. They sent me a complimentary $5 gift card that I had no problem uploading. They keep telling me that the issue has been resolved, when clearly, it has not. I want this transaction canceled so I can go somewhere else. I've got bills to pay, am medically **** and do not need this nonsense. Please help me with your knowledge in dealing with scammers like this one. As soon as possible please!! Thank you for your time and understanding.******** ********* ******************** #************Business Response
Date: 07/16/2025
July 16, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******** *********
Dear Aspen,
On July 1, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ********* regarding an eGift Card order that has not been received.
Our research into order 9709-83315787-3756 shows that it was sent to ******************* on July ******, within Case CS16781297. Ms. ********* was sent an email to advise of this, as well as to recommend that she check her inbox, junk mail, spam, and promotional folders for the eGift Cards associated with the order. Ms. ********* was also advised to use a computer or laptop to access the card, as well as using Chrome or Firefox to access the card due to Safari not being fully compatible. If ************ has not received the eGift Cards as of today's date, we invite her to contact our **************** team directly by either phone or email so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Ms. ********* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************
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