Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

1,127 total complaints in the last 3 years.
392 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:10/02/2022
Type:Order 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.
Given a gift card for $100 had to send in to activate card. Sent info and recd card. Had to activate it to use. Card is declined everywhere. Website on back links to number. Number continued to disconnect. Finally sat down to resolve and the company basically could not resolve it. They said gc was for $60 and the maintenance fees spent the gc money. This place is a scam Net spend ************* card number **************** Back of card says Blackhawk network **********
Business Response
Date: 10/19/2022
October 19, 2022

Better Business Bureau
Complaint Case: 18155753

RE: *****************************

Dear *******,

On October 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding roadblocks with using ReloadIT as well as Monthly Maintenance Fees. ReloadIT is the program manager of these gift cards and accounts.

On October 13, 2022, we attempted via email to gather the card number associated with the ReloadIT pack as the number provided in the complaint could not be located in our records. As of October 19, 2022, we have not received any response to our request. To assist ********************** more directly, we ask that she contact our **************** team using the phone number and/or website located on the card pack itself. We sincerely apologize for any inconvenience ********************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:10/01/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 One4all gift card for 2 children purchase price was $50 each for $50 gift cards. However it is false advertisement it States right there when you purchase these cards they are accepted by anyone who accepts discover every place that my children have tried to use them And gave them back to me and I've tried to use them they do not accept these cards. I just got off the phone with the company they need a receipt, this purchase was made in 12/20 @ ******* in ********* **.
Business Response
Date: 10/12/2022
October 12, 2022

Better Business Bureau
Complaint Case: 18154502

RE: *************************

Dear *****,

On October 1, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding roadblocks she was encountering with using her One4All gift card. Blackhawk is a third-party vendor for One4All gift cards.

In looking into the gift card provided,we do not see any transactions attempted or declined. The gift card may be used at select merchants, a list of which may be found by going to https://www.one4all.com/new-where-to-spend or by scanning the ** code on the front of the card itself with her phones camera. Should ****************** continue to encounter roadblocks or concerns regarding where the gift card may be used, we invite her to contact our *************************** via the phone number on the back of the gift card itself. We sincerely apologize for any inconvenience ****************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/13/2022

Complaint: 18154502

I am rejecting this response because: I have went to the website and called the number on the back and all I was told was I'm sorry there's nothing we can do without a receipt when this is 2 years old I no longer have to receive.. It's been attempted to be used in ************** and ******** on several occasions. I feel that this is a scam card and and do not buy these cards if you're living in the Midwest.

Sincerely,

*************************
Business Response
Date: 10/13/2022
October 13, 2022

Better Business Bureau
Complaint Case: 18154502

RE: *************************

Dear *****,

On October 12, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from ************************* regarding roadblocks she was encountering with using her One4All gift card. Blackhawk is a third-party vendor for One4All gift cards.

We have reached out to ****************** via phone and will be addressing a refund with her separately on October 20,2022 due to needing additional information. Once we have received this information, we will be reissuing the funds onto **** gift cards to be sent where ****************** wishes. We sincerely apologize for any inconvenience ***************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/14/2022
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:10/01/2022
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 9/13/2022 I purchashed 3 Reloadit Packets in the amounts of $500, $500 & $496. When I went to open the Reloadit Safe account I received a technical error. I attempted several times with different devices. The next day on 9/14/2022, because of work, I called the 888 number on the back of the Reloadit Packet and was told to wait 3-5 hours because of the many attempts I had tried, to "reboot" the system. Again, because of work, I called back on 9/15/2022 and was told to wait ***** hours. On 9/17/2022, which was a Saturday was told it was to be 3 business days. On Wednesday 9/21/2022 was then told 3-5 business days. On Monday 9/26/2022 when I called the phone would end call on first ring. Attempted several times. I have a Case#: cs8282161 for a refund but was told nothing more on information about it. That was most of my paycheck and my bills are due. I'd like a refund as soon as possible. Thank *************** ************************** 10/02/2022
Business Response
Date: 10/17/2022
October 17, 2022

Better Business Bureau
Complaint Case: 18141428

RE: ***********************

Dear *******,

On October 1, 2022 Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a refund for a ReloadIT pack that could not be loaded into her online account.Blackhawk is the program manager for these gift card packs.

On September 15, 2022, we received a phone call from **************** advising that she was encountering roadblocks with creating an online ReloadIT safe. Case CS8282161 was created,and she was sent an email requesting her mailing address, a photo of the front and back of the ReloadIT pack, her full name, an image of her Photo ID, and a proof of purchase so a refund could be processed. A follow-up email re-requesting this information was sent via email on September 16, 2022. On September 17,2022, **************** called to inquire about the status of her concern, and she was advised that we still needed the documentation requested on September 15, 2022.On September 18, 2022, **************** called to inquire about the status of her concern, as well as to let us know that she had not received our requests for additional information via email. We confirmed that the documentation was received and attached to her Case for review. On September 19, 2022, **************** called to ask about any updates to her concern as well as to advise that the requested documentation was sent.

On September 21, 2022, we received a phone call from ****************, at which time we advised her that an update would be sent within three (3) to five (5) business days and that we have received all the requested information. On September 28, 2022, **************** was advised via email within Case CS8282161 that her refund would be sent as a four (4) by six (6) inch postcard on October 4, 2022. The standard delivery timeframe for our refund checks to be delivered is up to fifteen (15) business days from the date of issuance. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/18/2022

Complaint: 18141428

I am adding to this response because:
I also have 2 more packets that I purchased on 9/13/2022. One for $500 & another for $496. I never got a chance to get them in a case for refunding.

Sincerely,

***********************
Business Response
Date: 10/18/2022
Tell us why here...October 18, 2022

Better Business Bureau
Complaint Case: 18141428

RE: ***********************

Dear *******,

On October 18, 2022 Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *********************** regarding a refund for a ReloadIT pack that could not be loaded into her online account. Blackhawk is the program manager for these gift card packs.

On October 18, 2022, we received a phone call from **************** requesting a refund for the two ReloadIT packs mentioned in her response. Case CS8521722 has been created, and *************** has been advised to allow fifteen (15) business days from the date of the refund check issuance for delivery. **************** may request updates by phone or by email, referencing Case CS8521722 when she does. We sincerely apologize for any inconvenience *************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:10/01/2022
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 put 350 into a reloadit card and its not letting me sign up saying there is Technical Difficulties ive tried multiple times still nothing and i have seen a lot of other people who are having the same problem as i am and i would want a refund please
Business Response
Date: 10/19/2022
October 19, 2022

Better Business Bureau
Complaint Case: 18154127

RE: *************************

Dear *******,

On October 1, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a refund for a ReloadIT pack that he could not load onto his online safe. Blackhawk is the program manager for ReloadIT concerns.

On October 12, 2022, an email was sent to ****************** requesting photos of the front and back of the ReloadIT pack gift card so a possible refund could be provided. On October 13, 2022, we received a response and a request was submitted to our Accounting team to address a refund for the gift card.

As of October 19, 2022, our Accounting team is still working to address the refund request. Once the refund has been successfully processed, ****************** will be contacted via email at ******************** advising as to when the refund check will be sent as well as an expected timeframe for delivery. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:09/29/2022
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 four $100 Norwegian Cruise Line gift cards from an individual in late 2020 and soon after that I applied all four gift cards toward a cruise that I had booked with NCL. Eventually, due to the ongoing covid pandemic, my cruise was cancelled by NCL and I was told that all payments I had made (including the four $100 gift cards) would be refunded back to the original form of payment. When I tried to apply these four NCL gift cards to another NCL cruise, one of the four $100 gift cards was applied successfully, but the other three $100 gift cards came back as invalid.When I contacted NCL customer service, they said that the refunds had gone through and they referred me to the gift card issuing company customer service number *************.) After multiple phone calls to the company that issues the gift cards, I was told to send an email to *********************************** along with evidence of my ownership and wait for a response. I sent that email on Feb 22, 2022 and I received a confirmation of receipt the following day, but no further response has been received since then. I have attempted to contact ****** (now Blackhawk Network) by email again, but I haven't gotten any further response. Calls to their customer service line since then have been no further help. I am the current card owner/holder and I find this lack of reasonable customer service on the part of the card company unacceptable.
Business Response
Date: 10/06/2022
October 6, 2022

Better Business Bureau
Complaint Case: 18148136

RE: ***********************

Dear *****,

On September 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding funds from four (4) Norwegian Cruise Lines gift cards for which the funds have not been returned due to a canceled cruise.

In researching this situation,it has been determined that Blackhawk has no visibility into the funds in question. Once the gift cards have been redeemed, the company associated with the redemption is in sole possession of the funds and would need to address any credit that *** be due to **************** according to their policies, including providing new gift cards with the funds attached. However, because Blackhawk is simply a third-party vendor and has no access to the funds in question, this would fall upon Norwegian Cruise Lines to address. We sincerely apologize for any inconvenience **************** *** have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:09/28/2022
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 August 8th I was issued a card for the value of $150. Between then and my first attempt to use the card on September 17th the company changed the card without emailing or texting me to notify me. The new card numbers they issued me were accessible to another party who used $145 of the balance. After contacting the support number provided on the virtual card the agent accepted full responsibility and claimed I had done nothing wrong. They forced me to open an investigation (even having to open it themselves) despite my pleas that no investigation is necessary when they are at fault for losing my funds. The company has now contacted me to say this dispute process was unsuccessful. In an attempt to cover up their mistake I was sent an email on the 18th of September alerting me of the card change. Here is my case number for reference - cs8302760 I have waited long enough for what I am owed and it is time the company makes me whole. Thank you.
Business Response
Date: 10/12/2022
October 12, 2022

Better Business Bureau
Complaint Case: 18143561

RE: ***************************

Dear *****,

On September 29, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding our dispute process concerning funds that were removed from a Rybbon Virtual Prepaid MasterCard gift card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.

On September 17, 2022, we received a phone call from ****************, advising that he had received a notification on his phone regarding unauthorized activity on the gift card ending in ****. Case CS8302760 was created, and Dispute Case DS0399830 was created to address the disputed charges. The gift card in question was replaced previously for a gift card ending in ****. On September 17, 2022, an email was sent with a Dispute Form within DS0399830, requesting the Dispute Form be filled out and returned with the disputed transactions being listed correctly,confirming that ****************' personal information was listed correctly, the reason for the dispute was selected, and that the form be signed. **************** 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. On September 21, 2022, an email was sent to ***************, advising that we were continuing to work with the merchant or merchants in question to resolve this dispute. On September 23, 2022, an email was sent to ****************, advising that we were awaiting an internal resolution to his concern, and a follow-up email was sent on September 26, 2022, advising of the same. On September 29, 2022, Case CS8302760 was closed in lieu of the Dispute Case to ensure the proper Dispute process was being followed. On October 1, 2022, an email was sent to ***************, advising that we were continuing to work with the merchant or merchants in question to resolve this dispute as well as reminding **************** that a resolution to this process can take thirty (30) to ninety (90) days from the date the requested documentation is received.

As of October 12, 2022, we are still awaiting a response from the merchant supporting or refuting the charges in question. Per the rules of the card network associated with this card type,we are required to allow the merchant thirty (30) days to provide proof that the charges are legitimate. Once our Dispute team has reached a resolution, an email will be sent to **************** within the Dispute Case advising him of such. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/12/2022

Complaint: 18143561

I am rejecting this response because: you have admited you changed the gift for another. That means it is your fault (as admitted by your agents) and therefore your responsiblity to resolve this by giving me my money. The merchant and myself have done nothing wrong. It is your company who failed to keep the orginally provided card active and your company who allowed my funds to be taken without my consent.

I see no reason to wait for the merchants response when it is YOU who have failed. Again your agent admited as much.

Furthermore, you claim the issue is "resolved" at the end of your message despite previously in the same message saying I am awaiting resolution. I deserve access to my funds and will reject any apologies you have to give until you give me access to my funds.

Sincerely,

***************************
Business Response
Date: 10/13/2022
October 12, 2022

Better Business Bureau
Complaint Case: 18143561

RE: ***************************

Dear *****,

On October 13, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from *************************** regarding our dispute process concerning funds that were removed from a Rybbon Virtual Prepaid MasterCard gift card ending in ****. Blackhawk is the program manager for these gift cards on behalf of the issuing bank,MetaBank.

As mentioned in our previous response, we are awaiting a response from the merchant in question either supporting the charge as legitimate or refuting it. Once we have completed our investigation with the merchant, a response will be provided to **************** advising of the final disposition. Because of the rules set forth by the card network associated with this gift card type, we must allow thirty (30) days for the merchant to provide documentation supporting the charge or refuting its legitimacy. Because of the nature of the dispute, the gift card was replaced as a security precaution as well as to ensure no further fraudulent transactions were taken from it. 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/13/2022

Complaint: 18143561

I am rejecting this response because: the card was replaced prior to fraudulent charges. The bussiness changed the card to a card which had been used. Now they expect me to be without my money for what is going on 2 months. I would like to know if the bussiness will be providing me compensation for the time which I have been without my funds? I would also to know why if the agent admited I am not at fault that I am still being kept from my funds?

I believe compensating me in full while the bussiness works to retrieve funds from the merchant is msot fair given the cirucmstances I have previously explained.

Sincerely,

***************************
Initial Complaint
Date:09/23/2022
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 September 12 I received a notification on my phone via the wallet app that Blackhawk had suspended my virtual prepaid credit card. When I contacted them about this they had said that there was a pending charge from ***** for **** yen or approximately $230 and a foreign exchange charge of $4.60. I explained to the representative that was not me nor did I authorize it and to please not push it through. He said that it may not and that if it did I could dispute it. It went through several days before he said it would, which was 9/23.*** spent so much time on the phone talking to multiple reps and filling out forms to dispute this outrageous and sketchy charge that shouldnt have gone through in the first place. I received an email saying that theyre still in contact with the merchant but when I go to the website (lycinmg.com) with the name-************************************** listed under the charge it takes me to some strange arbitrary page that is not a website. I dont even know if Im going to get my money back.There is something shady and dishonest going on.
Business Response
Date: 10/04/2022
October 4, 2022

Better Business Bureau
Complaint Case: 18120908

RE: ***************************

Dear *****,

On September 23, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding fraudulent transaction on a MasterCard gift card ending in **** totaling $234.54. Blackhawk is the program manager for these gift cards on behalf of the issuing bank,MetaBank.

On September 14, 2022, we received a phone call from **************** advising that there transactions that she did not recognize on her account. Dispute Case DS0397034 was created, and a photo of her phone bill or utility bill was requested to validate her name and address. **************** responded with a photo of her driver's license as well as the filled-out Dispute Form. On September 15, 2022, **************** updated the Dispute form with a new charge to be disputed as well as re-submitting a photo of her driver's license. On September 18, 2022, **************** called to follow up on the Dispute case, and we advised that we were continuing to investigate the charges and advised of a thirty (30) to ninety (90) day resolution timeframe.On September 19, 2022, an email was sent to **************** advising that all requested documentation had been received and we were continuing our investigation with the merchant in question. On September 20, 2022, we sent a follow up email to ****************, advising that we were continuing to work with the merchant regarding the transaction as well as advising that due to our card network rules we must allow a period of thirty (30) days from the date the required information has been received from the customer for the merchant to respond to our request for more information to support or deny the claim. On September 25, 2022, an email was sent to **************** advising that due to security purposes we were unable to inform of specifics regarding our investigation and reassured **************** that we were doing our due diligence to address her concern.

As of October 4, 2022, we are still awaiting a response from the merchant regarding ****************' disputed charges. Once we have either received a response from the merchant or the thirty (30) day timeframe has lapsed, we will update her accordingly with the results. We would like **************** to rest assured that we are working diligently to address this important matter, and sincerely apologize for any inconvenience she 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Initial Complaint
Date:09/22/2022
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 received multiple Gift Cards over several years from my children as Birthday and Christmas gifts. The cards totaled $900 and were valid through April **** and January ****. I used $135.00 and saved the rest for a large purchase. The cards were always in my possession in a locked drawer. In August 2022 I attempted to use one and the charge would not go through. When I called there was no balance. I called on each card and found that on 3/11 and 3/12/2022 all of the cards were drained of the funds. When I called to notify them I was told it is past 60 days and nothing could be done. I argued that there was no reason for me to be calling to check on the balances since I had the cards and had not used them. They sent some dispute paperwork and then I received notice the disputes were closed because it was past the ********************************** my possession and were all accessed on the same 2 days months after I had received the last card. I did not store the card information on my computer so I was not hacked. Perhaps their system was hacked however, Blackhawk and ********* firmly refuse to stand behind their product insisting it is past 60 days and nothing can be done. $765 is a lot of money to have stolen and the money was my children's. Once I began searching on-line it was obvious that it is quite easy for hackers to steal the information and spend the money something buyers should be warned of before purchasing a worthless gift card.
Business Response
Date: 10/04/2022
October 4, 2022

Better Business Bureau
Complaint Case: 18063222

RE: ***************************

Dear *****,

On September 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding some unauthorized transactions on five ************* gift cards. Blackhawk is a program manager of this card type on behalf of MetaBank.

On September 16, 2022, ******************* called to report some unauthorized transactions on multiple gift cards,with the dispute amounts totaling $765. Dispute cases DS0398608, DS0398626,DS0398591, DS0398599 and DS0398619 were created for ************************ concern. ******************* advised that she was also aware of the dispute timeframe of sixty (60)days to report the unauthorized transaction and would like to request for a second chance to recover her lost funds. On September 21, 2022, a Past Time letter was emailed to ******************** in regard to Dispute Cases DS0398626, DS0398591 and DS0398619, advising that we were unable to make any exceptions to recover the funds as the reported transactions were made in March and had already past the dispute timeframe of sixty (60) days. On September 22, 2022, a Past Time letter was emailed to ******************** regarding Dispute Cases DS0398608 and DS0398599, advising that we were unable to make any exceptions for funds recovery as the dispute timeframe of sixty (60) days has already been past.

Our research shows that all the unauthorized transactions were made in March and the reporting timeframe has lapsed for ********************. Due to the nature of the complaint as well as working in the best interest of our customers, we have reissued the dispute funds of totaling $765.00 onto five (5) new gift cards, one with the balance of $65.00, one with the balance of $100.00 and three with the balance of $200.00.The new gift cards have been sent to the physical address listed in this complaint. The expected delivery date is October 05, 2022, although this date may change due to unexpected conditions. ******************** may track the delivery of this gift card by going to UPS.com and entering the tracking number 1ZEW97930296602729. 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,

*************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
***************************************
Initial Complaint
Date:09/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got 2 omni prepaid cards as a reward and i was not aware was going to expired as I was new to ****** and when I reached to omni cards they didnt help me saying we cannot do anything hence they new it was not used just expired they should exchange , i did try to reach out to them but they didnt help me, i am adding case no i have CS8277701 Cs8268858 case for gift card Let me know if you guys need more info
Business Response
Date: 09/27/2022
September 27, 2022

Better Business Bureau
Complaint Case: 18060138

RE: *******************************

Dear *****,

On September 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding two expired Omni ************ gift cards totaling $40 CAD. Blackhawk is a program manager of this card type on behalf of Omni Cards.

Our research into these cards has been determined that while the gift cards itself can expire, the funds associated with the gift card do not. Due to the nature of this complaint, we have reissued the expired funds totaling $40.00 CAD onto two new gift cards,which has been sent to the physical address listed in this complaint. The expected delivery date is September 27, 2022, although this date may change due to unexpected conditions. **************** may track the delivery of this gift card by going to UPS.com and entering the tracking number 1ZEW97930498946646. We sincerely apologize for any inconvenience **************** may have experienced.

With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.

Best Regards,

*************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
***************************************
Initial Complaint
Date:09/22/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've got four gift cards that's got my money just **** gone nobody will help me and every time I tried to give them what they need the email says it's not found and then when I do get someone on the chat they said they're going to have someone to call me no one calls me no one talks to me no one wants to help me they gave me case numbers but then you can't get back a hold of them and then they said the time has ran out I would like to have my money back on my cards I would like to find out where my money went from my cards I would like something done I would like this company to be able to be responsible enough to have a direct line for people that really have problems I've got $1,500 to $2,000 missing off of my cards and they can't help me and they can they say they can but then they won't they won't help me to tell me my time run out because I get to run around and I can't get back a hold of them I just can't get a hold of nobody and not knowing direct to help me to do nothing before they say your time **** out I need my money back on my cards I need something done with this company this company I believe is part of the fraud I believe it's part of the frog because that way when it gets missing money it comes back and they can run it around and blow it off I'm not blowing it off I want to know I want my money and I want this company to be on blast that it's not a good company it is bad and I think they're part of the scam can you help me out
Business Response
Date: 10/06/2022
October 6, 2022

Better Business Bureau
Complaint Case: 18060813

RE: *****************************

Dear *****,

On September 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding gift cards that he purchased that do not have any funds. Blackhawk is the program manager for three of the gift cards provided on behalf of the issuing bank,Metabank.

On September 22, 2022, we received a phone call from ****************** regarding three ************ gift cards that were purchased in a physical location but were unable to be used. Case CS8332389 was created, and ****************** was advised that he would need to return to the place of purchase with a receipt as we can only assist with orders placed online for these gift card types.

On September 22, 2022, we requested photos of the gift cards in question, with a response being received on September 26, 2022 with photos of two (2) ************ gift cards as well as three generic **** gift cards. Our research into the gift card numbers has determined that the gift cards ending in **** and **** are active with a full balance of $500, with no activity. On September 30, 2022, Dispute Case DS0408023 was opened regarding the gift card ending in **** to dispute charges totaling $178. ****************** was sent an email advising that due to the type of claim being processed, a new card ending in **** was sent as a security precaution.We also requested that we receive a filled-out Dispute form, making sure that the form was signed and the reason for the dispute was selected. As of October 5, 2022, our Dispute team is still investigating this claim. Once our Dispute team has concluded their investigation with the merchant in question, a follow up email will be sent to ****************** advising of the final resolution, with a standard resolution timeframe being between thirty (30) and ninety (90) days,with the investigation typically taking no longer than sixty (60) 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Business Response
Date: 10/10/2022
October 6, 2022

Better Business Bureau
Complaint Case: 18060813

RE: *****************************

Dear *****,

On September 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding gift cards that he purchased that do not have any funds. Blackhawk is the program manager for three of the gift cards provided on behalf of the issuing bank, Metabank.

On September 22, 2022, we received a phone call from ****************** regarding three ************ gift cards that were purchased in a physical location but were unable to be used. Case CS8332389 was created, and ****************** was advised that he would need to return to the place of purchase with a receipt as we can only assist with orders placed online for these gift card types.

On September 22, 2022, we requested photos of the gift cards in question, with a response being received on September 26, 2022 with photos of two (2) ************ gift cards as well as three generic **** gift cards. Our research into the gift card numbers has determined that the gift cards ending in **** and **** are active with a full balance of $500, with no activity. On September 30, 2022, Dispute Case DS0408023 was opened regarding the gift card ending in **** to dispute charges totaling $178. ****************** was sent an email advising that due to the type of claim being processed, a new card ending in **** was sent as a security precaution. We also requested that we receive a filled-out Dispute form, making sure that the form was signed and the reason for the dispute was selected. As of October 5, 2022, our Dispute team is still investigating this claim. Once our Dispute team has concluded their investigation with the merchant in question, a follow up email will be sent to ****************** advising of the final resolution, with a standard resolution timeframe being between thirty (30) and ninety (90) days, with the investigation typically taking no longer than sixty (60) 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,

***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
Customer Answer
Date: 10/17/2022
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,

*****************************

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