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:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/25, I was told that I would receive a check in 1 to 3 days. I was supposed to receive a tracking number then when i call to ask about it i keep getting hung up on my a supervisor name ****** who shows is either a racist supervisor or he dont care about the customers nor the company he works for, becaue I can never get any assistance I had issues with him before where he refused to credit my account, now he refuses to tell me my tracking info. They are giving me fraudulent information about this issue, even though ****, another supervisor in the *** department, has done his best to help me and and he has made BlackHawknetwork look a lot better than the disputes supervisor Heave, who almost caused me to file an arbitration against this company. Still, thanks to ****, I'm remaining patient on when I will receive this tracking info to the $150 check I should have received today...

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ****
  
  Dear Aspen,
  
  On April 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding a $150 refund that has not been received.
  
  Dispute Case DS0878092 was created on February 10, 2025 via a phone call from Mr. **** regarding unauthorized transactions against a MasterCard settlement card, and 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. **** contacted us on February 13, 2025, to request additional transactions be disputed within the Dispute Case. On February 19, 2025, we re-requested documentation due to one of the disputed transactions being for a product that was not received. The documentation that Mr. **** provided on the same day was incomplete, and on February 21, 2025, we re-requested a copy of ****** return policy, a description of what was purchased, and that the Dispute Form be filled out and returned.
  
  Beginning March 3, 2025, we sent emails to Mr. **** at regular intervals as well as left voicemails to keep him informed as to the status of his dispute. On March 5, 2025, we advise ******* via email that we were still waiting for the merchant to respond to our investigation, and on March 23, 2025, Mr. **** called to advise that a credit of $59.29 had not been received, as well as inquiring as to why the charge was reversed and that he could not remember what he was disputing. On March *******, a credit of $63.75 was applied to his card.
  
  On April 10, 2025, we sent ******* an email to advise that a credit of $50.25 was credited, and Mr. **** responded the same day to inquire about the reason behind the credit, as well as stating that he was missing a credit of $30.15. We advised Mr. **** that the credit had been applied on April 1, 2025, and the $50.25 that we had applied was the disputed amount. We replaced Mr. ****** card on April 17, 2025, with the current balance of the card being $1.15 due to several transactions having been processed. Our records show that a refund check had been sent to Mr. **** in error; this check has been canceled and should not attempt to be cashed, as it will be rejected. Mr. **** was advised of this on April 30, 2025, via email.We sincerely apologize for any inconvenience Mr. **** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 2 gift cards ($50 each) as gifts from my son payable by this company. On one, I spent all but $5-$6, and I tried to use it the next day, it had only a few pennies for the balance. On the second card, I had spent maybe $15, and I tried to use it, there was only a few cents left on the card. I called to ask what happened, they told me that the cards were blocked because they had fraudulent activity, which was video games. They told me they would have to reissue the cards, and put the amount on the cards when I receive them and call them to do so. I've been trying to make this happen since 12-26-2024. When I call, it's as if there's no paper trail, yet I've saved every email sent by them. They said they sent me the card with $5 and change on it, but I had surgery and haven't felt like calling and arguing with them, they have extremely long hold times. I included the email where they told me they would send me my reimbursement card with $19.41 they froze, plus give me an additional $30 for my frustration. That is a small amount for what they have put me through. Anyway, when I call and ask about the *****, they act like they have zero idea what I'm speaking of, when it is in an email dated 2-8-2025. It's almost been 4 months dealing with this, they need to give me my gift card amounts that I didn't get to use at Christmas. This company seems like a sham. I did speak with an agent named ****** there, he told me he would waive all their requirements since the cards were a gift, and it was taking so long. This conversation occurred the end of January. I want the amount of my gift cards I am due, plus the $30 good faith amount they promised me for all the frustration and stringing me along. I want an actual card, not a virtual card. Thank you for your time and attention. **** ********

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On April 11, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding two **** gift cards that had unauthorized charges.
  
  On December 27, 2024, Dispute Case CDS0017185 was created to address unauthorized charges against a **** gift card ending in 9381. 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. On January 15, 2025, *********** advised that the card was a gift, and therefore no proof of purchase could be provided.
  
  On January 5, 2025, *********** called to report unauthorized charges against a **** gift card ending in 3678. Dispute Case DS0853753 was created, and 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 required documentation on January 10, 2025, and Dispute Case was initially closed in Ms. ********** favor on January 20, 2025.
  
  On February 2, 2025, *********** called to advise that the original card had been blocked. We sent her an email on February 4, 2025, to request the card number for further research.We advised Ms. ******** by email the same day that a credit of $5.60 had been applied to a new replacement card ending in 5579. We also reached out by phone to attempt to speak to Ms. ******** but were unable to reach her, leaving a voicemail instead. On February 5, 2025, we attempted to contact Ms. ******** by phone to offer an additional $30 on the card ending in 5579, and we received an email the same day from her to state that she was sick and to call on Friday,February 7, 2025. We attempted to call Ms. ******** on the agreed upon day but were unable to reach her, so we left a voicemail. Ms. ******** emailed the same day stating that she had a new phone number and was unable to contact us.
  
  On March 14, 2025, *********** emailed us to state that she had spoken with someone on March *******, regarding this issue. We attempted to contact Ms. ******** by phone on March 17, 2025, and left a voicemail when we were unable to speak directly. *********** sent an email on the same day to advise that the $30 had not been applied to the balance. On March 21, 2025, Dispute Case DS0853753 was closed and Dispute Case DS0890891 was opened to address a subsequent claim on the replacement card that was sent. The card was replaced with a new card ending in 3815 and Dispute Case DS0890891 was closed. On March 15, 2025, Dispute Case CDS0017165 was closed as Resolved, with an email being sent to Ms. ******** to advise that a credit for $19.41 would be applied to the replacement card ending in 0903 that had been sent. Ms. ******** emailed the same day to inquire about the $30 that had been promised, requesting that the funds be added to the card ending in 0903.
  
  Our records show that as of April 20, 2025, the cards ending in 0903 with the $19.41 and the card ending in 3224 containing the $30 that Ms. ******** had been promised have been used. The card ending in 3815 still has a balance of $5.29; if Ms. ******** has not received the card yet, we invite her to contact our Dispute Team for assistance. 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:04/10/2025

  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 was given a Master card gift card, of $100.00 during the holidays of 2024. When I used it, it has 0 balance was declined. Called the number back of the gift card **************. Found out that gift card was used to purchased ***** gift card. Nevertheless, I was scammed. Blackhawk customer service not to worry they will replaced another gift card. Few days ago, send me a replacement gift card with nothing on it 0 balance and declined when I did a purchase, so embarrassed. With a big company like Blackhawk, It shouldnt be sending a replacement gift card with 0 balance on it, bad enough enclosed instruction how to activate. I am a senior citizen, $100.00 goes a long way for me.Hope you can help me BB. Thank you in advance.******* ****** ************ ***********************

  

  Business Response

  Date: 04/22/2025

  VIA BBB WEBSITE
  
  April 22, 2025
  
  Better Business Bureau
  Complaint Case:  23186269
  
  RE: ******* ******
  
  Dear *****,
  
  On April 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding an unauthorized charge on her Mastercard gift card ending in 9889.
  
  On March 30, 2025, Ms. ****** contacted our customer service team in regard to funds being drained off her Mastercard gift card ending in 9889. That same day our disputes team opened a disputes case CDS034464 and requested that ********* send in a completed disputes form with proof of purchase and images of the card. A replacement card was sent since the other card was blocked. No additional funds were added at this time since the dispute had only just begun.Blackhawk Network does this as we block the tampered card from use and once the dispute is won in the customers favor, we need a safe card to replace the funds onto. That same day Ms. ****** informed us the card was a gift, and she did not have proof of purchase. On April 8, 2025, our team again reached out to ********* requested a completed dispute form and some form of proof of purchase even a bank statement showing where the purchase occurred.
  
  On April 10, 2025, Ms. ****** reached out again requesting to know why her replacement card was $0.00 and that she wanted her refund as soon as possible. That same day Ms. ****** filed a complaint with the Better Business Bureau.
  On April 16 and 17, 2024 We again emailed Ms. ****** requesting images of the card and a completed dispute form. On April 18, 2025, Ms. ****** again contacted us stating she wanted her refund.
  
  On April 21, 2025, as a onetime courtesy Blackhawk Network issued a final credit to Ms. ******* As we have closed the dispute in her favor, we consider the matter resolved.  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: 04/22/2025

  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:04/09/2025

  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 received an email from ******* stating that I qualified for funds as a result of a class action lawsuit settlement and would be receiving a prepaid digital debit card from ****************** I never received any such email, so I was never able to access my prepaid card. I spoke to Equifax, who confirmed they did indeed release the funds to ****************** and recommended I speak with them. I did so, and they told me they saw a prepaid card in my name with only $1 on it, from an entirely different settlement. They have yet to release or send me my prepaid debit card (which should be about $23 at the minimum, if not much more) from Equifax, and have been entirely unhelpful in assisting. ******* said the responsibility falls on them to correct them and release my settlement funds. You can contact ******* if need be to confirm this. Additionally, I cannot even access the $1 card I do have in my account because my access is blocked for some unknown reason. Apparently this is a common issue, causing people to be unable to access their accounts and therefore lose money, as most of the prepaid cards decrease in value after inactivity month to month. So I am also requesting a refund of any inactivity fees I incurred as a result of being locked out of my account.

  

  Business Response

  Date: 04/17/2025

  VIA BBB WEBSITE
  
  April 17, 2025
  
  Better Business Bureau
  Complaint Case:  23075178
  
  RE: ****** ******
  
  Dear *****,
  
  On March 17, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding unauthorized charges on his Mastercard gift card ending in 3205.
  
  As of April 17, 2025, we have not yet received a call to our customer service team from Mr. ****** to have this issue addressed. If ********* believes the amount on his card to be inaccurate, we would like to 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. Please be advised per the terms and conditions associated with the Mastercard gift card ending in 3205, As stated in your Account Agreement, account discrepancies are to be communicated to us no later than ******************************************************************** we may not be able to assist you. 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
  **************
  ******************************

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23183113
  
  I am rejecting this response because:
  
  This complaint was never about unauthorized charges. It is about the fact that ******* confirmed I have a prepaid card that can be activated through ****************** but the person I already spoke to on the phone at ***************** instead sent me an email with a code for a totally different card, from a totally different settlement (worth only $1). I was calling to have them resend the activation code for the card Equifax issued. Again, I like this to be emailed to me at ********************************.

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

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  Better Business Bureau
  Complaint Case:  23075178
  
  RE: ****** ******
  
  Dear *****,
  
  On April 25, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from ****** ****** regarding unauthorized charges on his Mastercard gift card ending in 3205.
  
  While we understand that Mr. ****** states this is not a dispute the only card we were able to locate under the email provided in the original complaint associated with ******* was the one we had discussed in our prior response. At this time if this is not the correct card Mr. ****** will need to verify the correct card number by reaching out to the program administrator Equifax. Once the proper information is confirmed our customer service team would be more than happy to assist Mr. *******
  
  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: 04/28/2025

   
  Complaint: 23183113
  
  I am rejecting this response because:
  

  I have already reached out to the program manager at *******, as I believe I've already mentioned, and they said to contact ****************** which I did. Then they simply emailed me a prepcaid card code for a settlement related to a totally different class action. 

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

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** e-gift card card and when I try adding to ***** pay it does not scan the card. I thought I was buying a regular **** gift card. Its been a hassle to add this to Apple Pay. I called customer service and they told me they would have a resolution but I want a regular gift card I dont want a **** e-gift card. The card does not scam to Apple Pay. Theres 500 on the card and it was bought at Marianos on march 21st.

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On April 6, 2025, Blackhawk Networks (Blackhawk) received a complaint ****** ****** regarding roadblocks with adding funds from a **** eGift Card to their Apple Pay account.
  
  Case ********** was opened on April 6, 2025, by a phone call from Mr. ****** due to issues with scanning the ** code provided with a virtual **** gift card. On April 8, 2025, an email was sent to ******************* providing basic troubleshooting steps including ensuring that his device supports mobile wallet functionality, ensuring that the mobile wallet app being used is the most current version, and following any instructions provided in the mobile wallet app being used. We advised ********* that a physical replacement could be provided upon request, and requested proof of purchase, an image of the ** code associated with the virtual card, his name, and mailing address. This information was requested again on April 9, 2025, and April 10, 2025, with Case CS15938055 being closed on April 11, 2025, due to no response from Mr. ***************** continue to be willing to address this with Mr. ******* to that end, we ask that he respond to the any of the emails that were provided with the information requested so we may proceed with the card replacement. 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
  **************
  ******************************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23168016
  
  I am rejecting this response because:
  Every time I email Blackhawk I get a message that the email I am responding to is not working. What is the email that I should send it to? 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/06/2025

  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 received a gift card for Christmas, upon activating it. The funds were immediately stolen and I have been waiting on a replacement. I received a gift card from Blackhawk network and upon activating it there is a zero balance. Because this is a different network than the one who originally Issued my card I am concerned that this is a scam. The website is the same company, but the names are different.

  

  Business Response

  Date: 04/16/2025

  VIA BBB WEBSITE
  
  April 16, 2025
  
  Better Business Bureau
  Complaint Case:  23167692
  
  RE: **** *****
  
  Dear *****,
  
  On April 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding an issue with her replacement gift card having a zero balance.
  
  On February 27, 2025, Ms. ***** contacted our team to report unauthorized activity on their **** gift card ending in 4025.On this same day our team opened disputes case CDS0086998 was created to begin the disputes process. Our team also request the following documents. A completed disputes form images of the front and back of the card and proof of purchase receipt. Later that day our team received the first page of the dispute form and card copies. On March 7, 2025,our team reached out requesting the remaining two pages of the dispute form (total of three pages), and the proof of purchase receipt or bank statement showing the purchase. That same day we received the completed disputes form. On March 14, 2025, our team again reached out requesting the proof of purchase receipt or bank statement showing the purchase. That same day our team received a bank statement from Ms. ****** On March 21, 2025, our team started the chargeback process with the merchant. Ms. ***** was advised that the process could take 30-90days to allow a resolution from the merchant. A replacement card was issued while the dispute process was being handled. On April 11, 2025,we received a complaint from the BBB submitted by Ms. ******
  
  On April 14, 2025, the credit 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:04/04/2025

  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 5 appliance from ** Profile with an uderstanding I would receive 2 rebates to total $1,000. I did receive two debit cards from BlackHawk. The first was a ********** card for the amount of $400. The second card was a debit Mastercard for $600. I used the debit **** card three times between February ***** and then it was used in ******** twice leaving me a $0 balance. I have not left my home area in a year. The second debit Mastercard I used four times and then the same thing happen the next time I went to use it I had $0 balance . This time the debit card was used at ******* in ********. Once again I state I have not left my home area in over a year. Both cards were activated by the telephone number on back of cards. After many calls to BlackHawk and many times hung up on my disputes are still not settled. I have sent them all information I have and they just run me around. I don't seem to be making any head way with this company and hope you can help me since $520.07 is really envolved in total. They have also two weeks ago sent me another debit card with a $0 balance because I was told the disputes were settled. They have NOT be settled on my behalf.

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On April 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding unauthorized charges against a MasterCard promotional card ending in 5823.
  
  
  On March 14, 2025, Dispute Case CDS0111046 was opened due to unauthorized activity on a MasterCard incentives card ending in 5823. On March 15, 2025, 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 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 Dispute Form and photos of the card on March 17, 2025, and we sent another request for a proof of purchase receipt, activation receipt, and/or bank statement on March 25, 2025.
  
  Despite not receiving the remaining documentation, on April 10, 2025, Dispute Case CDS0111046 was closed in Ms. ******* favor, with a replacement card being sent with the disputed amount being applied to the balance. The replacement card will arrive in up to ten (10) business days, with weekends and holidays being excluded from this 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
  **************
  ******************************

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a $25 gift card; Blackhawk supposably sent the funds to unclaimed funds, I contacted unclaimed funds numerous times. They said they have no record of receiving the funds.Blackhawk sent me a Email to call Pathward (Metabank), I called ******** need an account number, so they just hang up, because I have no such number to enter.All I want is to get my $25 back. The gift card is valid thru 04/27.They sent the funds to unclaimed funds on 08/24/2023. I hope we can resolve this.Thank You ******* *******

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *******
  
  Dear Aspen,
  
  On April 2, 2025, Blackhawk Networks (Blackhawk) received a complaint ******* ******* regarding funds from a **** gift card that have been escheated to their State.
  
  On March 21, 2025, Case CS15791692 was created via phone call from Ms. ******* regarding a MasterCard gift card ending in *************************************************** ******* was advised to reach out to her state's Treasury department and requested that she send a PDF to us showing the funds were escheated. Ms. ******* declined,stating that she had the transaction history on the website instead. On March 24, 2025, we sent an email to *************************** with the transaction code, reason code, Customer ID, Account ID, and Trace number for her to use and advised her to reach out to the *************************** of ****, with a follow-up phone call being attempted the same day. We were unable to reach ********** via phone, so a voicemail was left to advise of the email and what it contained. On March 24, 2025, Case CS15816519 was opened via phone call from Ms. ******* to state she had not received the email that had been sent in Case CS15791692. The email was re-sent within this Case to ***************************. A follow up email was sent on March 26, 2025,March 27, 2025, March 28, 2025, and March 31, 2025.
  
  On April 1, 2025, we received a response from Ms. ******* to state that she had contacted the ***************************** and was advised that they needed a Tax ID #, where we were located, and the name of the company the funds were sent under. We responded with the contact number for ********, the sponsoring bank associated with the card in question, and a follow-up email was sent with the website for ******** as well as two separate contact phone numbers to speak with a *****************. Kuharik responded to state that ******** needed an account number or escheated account, at which point we resent the card ID, transaction code,Reason Code, Customer ID, Account ID, and Trace number. This information was re-sent on April 4, 2025, with clarification as to what the information that was provided was relevant to.
  
  As has been mentioned in both Cases, Blackhawk is not in possession of the escheated funds; because of this,we recommend reaching out to the sponsoring bank, ********, with the information that has been provided so Pathward can address this concern directly.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:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I file a dispute with them for money taking off my card . I spoke with the company that took the money off the card they said they had no problem refunding the money when I then notified black hawk network about this issue they said I should have my money refunded to my card with in 14 business days those days passed nothing I called them back they said ********************************************************************************************* my money will be refunded to my card yet it hasn't happened they do not stand by what they tell you every employee you talk to it's something different

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ******
  
  Dear Aspen,
  
  On April 2, 2025, Blackhawk Networks (Blackhawk) received a complaint ***** ****** regarding the resolution timeframe for Dispute Case CDS0088980.
  
  On February 28, 2025, Dispute Case CDS0088980 was opened to address charges totaling $206.88 due to merchandise purchased through ******* with the funds not being received. An email was sent to *********************** on the same date with a Dispute Form,requesting that Mrs. ****** 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.
  
  On March 1, 2025, Ms. ****** submitted a screenshot of a chat conversation with ******* regarding a refund as well as an order number for the items that were not received. We resent our request for the Dispute form and Merchandise Not Received letter on March ******, and Ms. ****** responded on March 22, 2025, to advise that she was running into roadblocks with signing the dispute form. We resent our request for this information on March 29, 2025, and we advised Ms. ****** via email on April 2, 202, that the dispute was still in progress and would provide an update by the end of the day.
  
  On April 4, 2025, Dispute Case CDS0088980 was closed in Ms. ******** favor, with an email being sent to advise that the disputed funds would be applied to a new card ending in 0628. We received confirmation from Ms. ****** on April 10, 2025, that the card had been received and the funds used. 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
  **************
  ******************************

  Customer Answer

  Date: 04/16/2025

  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 just want to say that this company has went beyond anything I could imagine, they have sincerely done everything they could to resolve this matter I am beyond satisfied and want to say thank you.. I really wish more companies could meet there standards. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My nephew purchased a $100 gift card for my birthday via this company and giftcards.com. When I went to access it using my phone number, it wouldn't allow me to. I used his number; same issue. Finally, I called the company and each time got someone in *********** (Will, ********* ****** **** and ******--that's how many times I've phoned to try and get a resolution). No one was able to help me. They just kept passing the ***** So, now, my nephew is out $100. That's theft. Each time I gave them the order number: 9734-81160451-9057. The purchaser was ***** *******.

  

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ********
  
  Dear Aspen,
  
  On April 2, 2025, Blackhawk Networks (Blackhawk) received a complaint ****** ******** regarding a $100 gift card that they are encountering roadblocks with redeeming.
  
  We have taken the liberty of devaluing the card and canceling order 9734-81140451-9057 after searching our records for the purchaser's information; the order number provided in this complaint, 9734-81160451-9057, was unable to be located and was determined to be incorrect. The funds from the order will be returned to the method of payment used by Mr. ******* when they placed the order; we ask that Mr. ******* allow the funds to be deposited in accordance with the standard timeframe set by the financial institution associated with the method of payment used to place the order. 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: 04/17/2025

  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 as long as the purchaser gets his $100 plus any fees charged returned to him. 
  
  Sincerely,
  
  ****** ********