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 Inc

  25 Pearl St Portland, ME 04101-4178

  
• 

  Blackhawk Network Holdings, Inc.

  333 SE 2nd Ave Ste 3750 Miami, FL 33131-2210

• 

  Blackhawk Network Holdings Inc

  16610 N Black Canyon Hwy Ste B-105 Phoenix, AZ 85053-4036

  
• 

  Blackhawk Network Holdings, Inc.

  129 Middle St # 2 Portland, ME 04101-5265

  

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:04/21/2025

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

• Initial Complaint

  Date:04/18/2025

  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 was given a $100 gift card from this company. I used it one time to purchase Easter basket liners on ****. Several months later, I needed groceries and realized that I had funds available of 51.** on the gift card that would work for groceries. I didn't know the balance, but used the website on the back of the card to check my balance. With my balance in hand, I walked in to my local Food City and got approximately $46.** worth of groceries. I checked out within 20 minutes of checking the balance on THEIR website. It said insufficient funds. I tried 2 more times thinking maybe the PIN number was wrong. It still did not work. I left without my groceries and checked my balance, which now showed 2 cents left and a random aliexpress purchase, which was made on my card, while I was in *********: I immediately called customer service and explained my situation. They gave me a claim number and explained that it was currently pending and it would either drop off in its own with 24 hours or it would take 7-10 days to reverse it. I also contacted **********. I called today to find out they never disputed it and I now have to wait another 30 to maybe 90 days to possibly, not every guarantee, to get MY money back. It is not like I used this card on multiple accounts to account for the fraud. I only used it on THEIR website to check the balance. Now I'm stuck waiting 90+ more days to POSSIBLY get MY money back. To add to the frustration their customer service makes it out like it's a minor inconvenience. $51.** is not small in this economy. I'm frustrated. Surely they can track the ** address of the purchase or at least see how the user was able to hack their website to get the information for my card. Whoever did it had to have know the exact balance. They left 2 cents on my card.

  

  Business Response

  Date: 05/13/2025

  VIA BBB WEBSITE
  
  May 13, 2025
  
  Better Business Bureau
  Complaint Case:  23220791
  
  RE:****** *******
  
  Dear *****,
  
  On April 18, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding unauthorized charges on her **** gift card ending in 9042
  
  On April 10, 2025, Ms. ******* contacted our customer service in regard to unauthorized charges on her **** gift card ending in 9042. Our team opened dispute case CDS0161607 in order to begin addressing this issue further.On April 18, 2025, our team reached out requesting the following information.Our team requested a dispute form be filled out and sent back and a proof of purchase was requested from the card holder. Since there was a remaining balance on the card, a new card was issued with the remaining balance to prevent further fraud until our investigation was complete. On April 22, 2025,Ms. ******* responded, asking what documents were needed. On April 29, 2025,Ms. ******* reached out requesting to know why a replacement card was issued with only $0.02 on it. That same day our team reached back out requesting the previous documentation and explaining that the card was issued but would not have the funds replaced until the disputed process was completed. Also, on that same day a complaint was received from the Better Business Bureau in regard to this issue. On May 2, 2025, the dispute form and proof of purchase was received from Ms. ********
  
  On May 8, 2025, the dispute was won in Ms. ********* favor. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****,NV 89521
  ******************************

• Initial Complaint

  Date:04/16/2025

  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.

  Hello I brought a gift card it was compromised. This company has faulty websites allowing hackers to steal my gift card information. Ive sent all the required documents everyday I called they lie and say I will have a resolution in 48 hrs everytime I called they still didnt put my money back. Now suddenly theyre saying I need a notarized police report and notarized dispute form after the accepted the documents already. I told them I wasnt doing that especially when I didnt need any of those things to purchase the card to begin with. This company already got fined by the ****. For doing thr same thing to other clients. I would like my funds expedited to my card immediately. I have things to pay for and cant get it done because this company is playing games and moving spiteful on purpose. I already told them I received my new card and add the funds on it. Everytime I called I get a different excuse or answers to my problem and iam tired of it. I need my case resolved immediately to prevent future legal action. Playing peoples money and livelihood is ridiculous and unprofessional. Please resolve this issue immediately. Case number . CDS0119151

  

  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 *** ********** regarding the documentation requirements for Dispute Case CDS0119151.
  
  Dispute Case CDS0119151 was opened on March 19, 2025, via a phone call from Mr. ********** to report unauthorized activity on a physical **** gift card. An email was sent to ****************** with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his name and address if a purchase receipt or activation receipt was unavailable. Mr. ********** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10)business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed,options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution,as well as an explanation why the investigation takes that long. Mr. ********** called again on the same day to advise that he hadn't received the email, and we re-sent our request on March 20. 2025. We received photos of the card on March 28, 2025, and began our investigation with the merchant associated with the charge the same day.
  
  On April 1, 2025, we received the Dispute Form from Mr. *********** and on April 7, *****, we advised him that we were still needing the Proof of Address documentation. We received the required documentation on April 11, 2025, and on April 13, 2025, we requested that Mr. ********** send in a police report, a photo ID, and a selfie with his ID to confirm the Proof of Address. On April 18, 2025, Mr. ********** sent an email voicing his displeasure about the process and requesting a refund. On April 26, 2025, we re-sent our reqused for a poice report, photo ID, and selfie with his ID.
  
  On April 29, 2025, Dispute Case CDS0119151 was closed in Mr. ************ favor, and an email was sent to advise that he would be receiving the funds via a physical check. If ************* has not received the check by today's date, we invite him to contact our Dispute Team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mr. ********** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  Date:04/16/2025

  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.

  Had multiple cards be blocked, filed a complaint and was told the cards would be replaced and havent heard back from the entity.

  

  Business Response

  Date: 05/07/2025

  May 7, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *******
  
  Dear Aspen,
  
  On April 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding two Swagbucks virtual ********** gift cards that have been blocked from use.
  
  On April 8, 2024, Case CS15957472 was created via phone call from Ms. ******* regarding two cards that had been declined. An email was sent to ************************** advising that the cards in question were blocked due to the transactions that she was attempting not being allowed by the program provider; specifically,transferring the funds from the cards to a ******, Venmo, or cash app account dated February 12, 2025. Any transactions attempted after that date would have been declined due to the card being blocked. We attempted to contact ********** by phone and email on April 17, 2025, and April 20, 2025, with Case CS15957472 being closed on April 21, 2025, due to no response.
  
  Our records show the cards in question have been replaced, with the replacement cards being redeemed in full as of May 5, 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
  **************
  ******************************

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got this gift for a gift when I went to use it it was denied. I got online seen all these charges that aren't mine. So I call and filed a report .they went back and forth requesting all this info. I replied to every message. Then they said I didn't when I did. Said the case was closed. What you need to know this is the 6th gift card that has happened to. None of these gifts was open till time of use. The same thing happened to the other 5 and same process I answered they paid me back. This one they said I didn't respond I did. It's s matter of principle I got a gift from some one. This card was hacked before I used them thank you

  

  Business Response

  Date: 04/25/2025

  VIA BBB WEBSITE
  
  April 25, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** *****
  
  Dear Aspen,
  
  On April 15, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding unauthorized charges against a **** gift card ending in 9046.
  
  On Octo 15, 2025, Ms. ***** contacted us to report unauthorized activity on her gift card ending in 2302.Dispute case DS0785404 was created to assist Ms. ****** On October 16, 2024, an email with a Dispute form was sent to Ms. ***** requested documentation to begin our investigation with the merchant. On November 14, 2024, Dispute case DS0785404 was resolved, and an email was sent to Ms. ***** regarding the case closure as no response was received from Ms. ******
  
  On February 5, 2025, Ms. ***** requested a follow up on her concern. On February 23, 2025, an email with a Dispute form was sent to Ms. ***** requested documentation to begin our investigation with the merchant. On February 25, 2025, Ms. ***** responded with the images of the gift cards, the proof of Address, and an explanation of no proof of purchase as the gift card was given as a gift. On March 16 and March 17, 2025, Ms. ***** requested a follow up regarding her concern, which a Past time frame email sent to Ms. ****** On March 17 and March 26, 2025, Ms. ***** requested a follow-up and requested a refund, Ms. ***** also advised us that all the requested documentation has been submitted. On March 28, 2025, a Past time frame email was sent to Ms. ***** as well as requesting missing documentation from Ms. ****** On the same date, Ms. ***** advised us that she will be contacting BBB for additional assistance. On April 24, 2025, Dispute case DS0785404 was resolved with the dispute won in Ms. ****** favor, and an email was sent to Ms. ***** with our resolution.
  
  As of April 25, 2025, we can confirm that the dispute has won in Ms. ****** favor, and a refund check totaling $30.00 USD was processed to issue to Ms. ****** mailing address. Ms. ***** is expecting to receive a 4x6 inch postcard with the refund check within 15 business days. We also encourage Ms. ***** to contact our customer service number located on the back of the gift card and reference CS16111836 for further insight if the refund check did not arrive after the delivery timeframe. 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: 04/28/2025

  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:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gift card and the provider has blocked the card and isn't giving me my money back. The provider is Blackhawk Network. I bought the Master Card Gift card at the ******* Supermarket on ********* and Western. I bought it April 11, at 7:10 AM. I registered the card on the ********** website. I took a screenshot of the information. Today, (April 14, 2025) I tried to use the card. The sale would not go through. I called the gift card services, and they said that the information used to register the card was different from what I stated. However...later in the conversation, they asked if I was calling from the xxx-5160 phone number. How would they know tht my phone number ended in 5160 if they were not looking at the correct information that I had registered! I have identity blocking on my phone. Thye would not have gotten that information from my call. They are trying to scam me out of $400 hard earned dollars , and I want it back.

  

  Business Response

  Date: 04/28/2025

  VIA BBB WEBSITE
  
  April 28, 2025
  
  Better Business Bureau
  Complaint Case:  23204522
  
  RE:***** *******
  
  Dear *****,
  
  On April 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding issues using her Mastercard gift card ending in 5243.
  
  On April 14, 2025, Ms. ******* contacted our customer service team in regard to  unauthorized charges on her Mastercard gift card ending in 5243. Our team opened case CS16021551and requested the following documents be sent. Images of the front and back of the card, a copy of a government issued ID, a selfie with the same ID for additional verification and proof of purchase. That same day, Ms. ******* sent our team images of the card, proof of purchase receipt, and activation **********. ******* also stated she would file a complaint if no refund was made.
  
  On April 15, 2025, our team requested that Ms. ******* send a photo ID and Selfie with ID for verification. On April 16, 2025, Ms. ******* emails our team an image of her photo *****. ******* stated this seems too much for a refund. On April 18, 2025, our team sent Ms. ******* a dispute form to fill out and sent back. That same day our team received a completed dispute form. On April 21, 2025, a dispute was opened in place of CS16018841. The dispute case number is CDS0165566. That same day a chargeback was processed against the merchants. Ms. ******* was advised that the process can take ***** days for a resolution. On April 25, 2024, a final credit was won and issued in Ms. ******* favor. A replacement card was issued. Please allow up to 10 business days to receive the new card.
  
  We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  ******************************

  Customer Answer

  Date: 04/30/2025

  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.

  I will consider the case closed when, AND ONLY WHEN, the replacement card is in hand , and I am able to use the $400 applied to purchase ( virtual races, Mother's Day crafts for my students, food from the ******* supermarket where I purchased the original card, anything from Amazon, anything from TPT ( Teachers Pay Teachers).  " The card is in the mail" is NOT reason for closing the case.  The card must be viable.  Blackhawk will know when I have the card, because I will register it using the information they included in their email to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/14/2025

  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.

  A ******************************** as gift on 1/23/25.. it did not work at several in-store in online merchants. When I finally got someone in customer service, they said that there was a zero dollar balance that there was fraudulent activity on card since I did not authorize any of the charges adding up to $200. After back-and-forth for about six weeks, they said that they would issue me a new card in which they did.. the second card now doesnt work and this is going on almost 3 months as today is April 14, 2025. I think that is an absolute scam. I have provided all the necessary personal documentation as requested drivers license, front and back of the card, address etc and now they want the same information again which I sent amongst other information pertaining to the new card and theyre still investigating it as they assured me that they would expedite this it would take 48 hours up to 3-5 days since this was the second invalid card and issue an immediate refund/replacement. That has not happened. This is unacceptable and horrible business practice

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ********
  
  Dear Aspen,
  
  On April 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******** regarding the resolution timeframe for CDS0112664.
  
  Dispute Case CDS0112664 was opened on March 16, 2025, to address unauthorized charges against a **** gift card ending in 1935. An email was sent to ********************* with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his/her name and address if a purchase receipt or activation receipt was unavailable. Ms. ******** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long. We received the requested documentation the same day, and began our investigation on March 24, 2025.
  
  On April 7, 2025, Ms. ******** sent an email to request a refund ASAP and that she felt that the timeframe for resolution should not be as long as was specified. On April 13, 2025, we reiterated why the timeframe is as long as it is; namely, to allow adequate time for the merchant associated with the charges to do their due diligence as well as time for us to do our own research comprehensively. On April 25, 2025,Dispute Case CDS0112664 was closed in Ms. ********* favor, and a new card has been created as a security precaution due to the nature of the dispute. *********** should allow for up to ten (10) business days from April 25, 2025, for the card to arrive; if the card has not arrived after that timeframe has lapsed, we invite her to contact our Dispute Team and reference Case CS16118875 and a representative will 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
  **************
  ******************************