Complaints

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

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  Blackhawk Network Holdings, Inc.

  6220 Stoneridge Mall Rd Pleasanton, CA 94588-3260

  
• 

  Blackhawk Network Holdings Inc

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

  
• 

  Blackhawk Network Holdings, Inc.

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

• 

  Blackhawk Network Holdings, Inc.

  3501 Olympus Blvd Ste 200 Coppell, TX 75019-6292

• 

  CardLab, Inc.

  16650 Westgrove Dr Ste 500 Addison, TX 75001

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

• Initial Complaint

  Date:03/19/2025

  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.

  There was an authorization placed on my account from ****** after a transaction did not complete due to a error from the merchant. The authorization caused my ****** account to be frozen until the authorization is removed. Ive contacted them over 40 times. I told them that I cannot process any incoming transactions.Until the hold is removed, they assured me it would be removed and they said they would compensate me for my losses. They have not. Ihave been guaranteed a callback from supervisors. They refuse to know respond to the email. Theyve given me over 30 different case numbers make it completely on able to give a proper reference was transferred around in circles for hours trying to reach customer service for a resolution. This had happened prior months ago and I contacted the supervisor. They removed the authorization while we were on the phone very simple no issues. This has been completely different. This has been since February 28. Ive lost probably $15,000 roughly for income and due to not having access to my ****** account and them not reviewing the authorization for a transaction that didnt even happen. Theyre not waiting for any funds for me and theres no transaction but they still refuse to remove the whole knowing its affecting my business and income.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *******
  
  Dear Aspen,
  
  On March 20, 2025, Blackhawk Networks (Blackhawk) received a complaint **** ******* regarding an order that has not processed and has caused their ****** account to be frozen.
  
  Our ordering platform uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures.The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Blackhawk 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.
  
  Any funds that were removed during the ordering process are considered "pre-authorization holds"and will revert back to the method of payment used to place the order should it not go through. The timeframe for the funds to return is dependent on the financial institution associated with the method of payment used to place the order. A pending transaction does not cause a ****** account to be frozen;there are other factors that are taken into account when a ****** account is frozen. We recommend that Mr. ******* reach out to ****** to address what factors are causing his account to be frozen as well as how to correct the situation. We apologize for any inconvenience that you may have experienced. We sincerely apologize for any inconvenience [complainants name] 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: 04/01/2025

   
  Complaint: 23089622
  
  I am rejecting this response because:
  Thank you for your message. While I appreciate the attempt to explain your fraud-screening process, I must strongly disagree with your claims, as they are inconsistent with industry standards, legal requirements, and my own experiences with your platform. Your response fails to address the significant financial harm caused by your actions, and I will outline the facts below to disprove your statements and highlight the pattern of negligence on your part.
  
  1.Claim: Your multi-layered fraud-screening approach is designed to reject fraudulent orders and approve non-fraudulent ones, involving third-party inputs and internal procedures.
  Counterargument: While multi-layered fraud screening is standard in e-commerce, your lack of transparency about the process is unacceptable. Under data protection laws like the ************ Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA), if third parties like Blackhawk are involved, you are required to disclose how customer data is used in fraud prevention. Your statement that Blackhawk doesnt share details of its fraud-screening approach with customers whose orders are rejected suggests a lack of accountability. Moreover, this isnt the first time your system has wrongly flagged my account. Four months ago, a similar issue occurred where your payment processing system flagged a charge due to a system error on your endnot because of fraud or insufficient funds in my account. After escalating the issue to a supervisor, your team performed a forced authorization removal to release the hold. Now, youre claiming you dont even know what a forced authorization removal is, which is a direct contradiction of your prior actions and suggests intentional dishonesty.
  2.Claim: The reason for the security flag cannot be disclosed because no one other than your compliance department has access to my personal information.
  Counterargument: This claim is misleading and violates consumer protection laws. The Fair Credit Reporting Act (****) requires businesses to provide an adverse action notice if an order is rejected based on consumer report data, including the specific reason for the rejection and the right to dispute it. If your compliance department has access to my information, they should be able to provide a clear explanation for the flag. Additionally, this is the second time your system has flagged my account without justification. The previous incident four months ago was due to a system error in your payment processing, not any fraudulent activity on my part or lack of available funds. Your refusal to disclose the reason for the current flag, especially given your history of errors, is a clear violation of my rights as a consumer.
  3.Claim: You are comfortable with the accuracy of your process, but no screening process is perfect, and sometimes good people are impacted.
  Counterargument: Your process isnt just imperfectits deeply flawed and has caused me significant financial harm. This is the second time your system has wrongly flagged my account, leading to my ****** account being frozen. In this instance, my account was frozen for ******************* money due to my inability to access my funds for other transactions. The actual amount of money held isnt the issue; the fact that your refusal to release the authorization caused my account to be frozen is the problem. A 2022 report by the ****************************** highlights that false positives in fraud detection systems often penalize legitimate customers, and best practices from the *********************************** (***) recommend providing an appeals process for rejected orders. Youve offered no such process, and your history of errorsfirst four months ago and now againdemonstrates a pattern of negligence that disproportionately impacts innocent customers like me.
  *******: Funds removed during the ordering process are pre-authorization holds and will revert back to the method of payment if the order doesnt go through.
  Counterargument: While pre-authorization holds are standard, your handling of them is not. ******* policy states that pre-authorization holds typically expire within 3-5 business days if a transaction isnt completed. However, in my case, the hold was not released, resulting in my account being frozen for 30 days. This isnt a mere delayits a deliberate failure on your part to release the authorization. Four months ago, a similar issue occurred, and after I contacted a supervisor, your team performed a forced authorization removal to release the hold. Now, youre claiming you dont know what a forced authorization removal is, which is a blatant lie given your prior actions. Your refusal to release the current hold directly caused my account to be frozen, costing me money and access to my funds for an entire month.
  5.Claim: The timeframe for funds to return is dependent on the financial institution, and a pending transaction doesnt cause a ****** account to be frozen.
  Counterargument: This is factually incorrect. A pending transaction can absolutely contribute to a ****** account freeze if it triggers ******* fraud detection system, as outlined in ******* Acceptable Use Policy. In this case, your system flagged my order, leading to the freezenot any action on my part or lack of available funds. Furthermore, the timeframe for releasing pre-authorization holds isnt solely dependent on the financial institution; **** and ********** guidelines require merchants to release holds promptly if a transaction is canceled. Four months ago, your team was able to release a hold through a forced authorization removal, proving you have the capability to act. Your current refusal to do so, combined with your false claim of ignorance about forced authorization removals, suggests intentional misconduct.
  6.Claim: I should reach out to ****** to address what factors are causing my account to be frozen.
  Counterargument: While I will contact ******, this recommendation ignores your role in causing the issue. Your system flagged my order, triggering the freeze, just as it did four months ago due to a system error in your payment processing. A 2021 study by Javelin Strategy & Research notes that merchant-driven fraud flags often lead to cascading issues for consumers, including account freezes. Given that this is the second time your system has caused this problem, and that you previously resolved a similar issue through a forced authorization removal, you should be working with ****** to rectify this. Instead, youre deflecting responsibility while pretending not to understand the very process your team used to resolve the prior incident.
  
  Conclusion and Request for Action:
  
  Your response is not only inadequate but also dishonest. Your system has now twice wrongly flagged my accountonce four months ago due to a system error, and now againcausing my ****** account to be frozen for ********************** money. The fact that you previously released an authorization after I escalated the issue to a supervisor, but now claim ignorance of what a forced authorization removal is, indicates intentional deception. Your actions have caused me significant financial harm, and your refusal to take accountability violates consumer protection laws and industry standards.
  
  I demand the following:
  
  A detailed explanation of why my order was flagged, including any specific data points or third-party inputs that contributed to the decision.
  
  Direct assistance in resolving the issue with ******, including communication from your team to ****** to confirm this was a false positive caused by your system.
  Compensation for the financial losses I incurred due to my account being frozen for 30 days.
  A formal apology for the repeated errors, the financial harm caused, and the intentional dishonesty in your response.
  
  If these steps are not taken immediately, I will escalate this matter to the ************************ (***), the ************************************ (****), and other relevant regulatory bodies. I will also explore legal action to hold you accountable for the harm caused by your negligence and deceptive practices.
  
  I expect a prompt and honest response.
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/19/2025

  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.

  Filed a dispute for an unauthorized transaction they said that the dispute was to my favor and they refunded ...but later the checked on my refund status and they say after they reviewed they decided that some of the transaction were authorized ..idnt know why they they change do that I just want my money back

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *********
  
  Dear Aspen,
  
  On March 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ********* regarding a Dispute Case he states was closed in his favor but then reversed.
  
  On February 25, 2025, Case CS15562285 was opened to address a MasterCard gift card ending in 6855 that had unauthorized transactions. On March 5, 2025, an email was sent to ********************* to request either a purchase receipt, an activation receipt, or bank statement reflecting the card purchase. This information was re-requested on March 12, 2025, and March 26, 2025, along with a request for a clear color selfie holding his ID, making sure that his upper torso, shoulders,arms, and hands are fully visible along with the ***
  
  We received documentation from Mr. ********* on March 29, 2025; however, we are unable to open it, with an email being sent to him within Case CS15562285 to request the documentation be re-sent as either a JPG or PDF with a maximum file size of 18MB. Once our Dispute Team has received the documents requested in a format that they are able to open, we will be happy to proceed with the Dispute process on Mr.*********** ******* We sincerely apologize for any inconvenience Mr. ********* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 04/21/2025

  This is my ID and a selfie I'm confused idk what going on with my case ..I sent them the paper work they asked for..I still dnt know what's going on with my case

  

  Business Response

  Date: 04/21/2025

  April 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *********
  
  Dear Aspen,
  
  On April 21, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ********* regarding a Dispute Case he states was closed in his favor but then reversed.
  
  As mentioned in previous correspondence,we received documentation from Mr. ********* on March 29, 2025; however, we are unable to open it, with an email being sent to him within Case CS15562285 to request the documentation be re-sent as either a JPG or PDF with a maximum file size of 18MB. Once our Dispute Team has received the documents requested in a format that they are able to open, we will be happy to proceed with the Dispute process on Mr. *********** behalf. As of todays date, our Dispute Team has not received this documentation. 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: 04/24/2025

   
  Complaint: 23085107
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/28/2025

  April 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *********
  
  Dear Aspen,
  
  On April 21, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ********* regarding a Dispute Case he states was closed in his favor but then reversed.
  
  As mentioned in previous correspondence, we received documentation from Mr. ********* on March 29, 2025; however, we are unable to open it, with an email being sent to him within Case CS15562285 to request the documentation be re-sent as either a JPG or PDF with a maximum file size of 18MB. Once our Dispute Team has received the documents requested in a format that they are able to open, we will be happy to proceed with the Dispute process on Mr. *********** behalf. As of todays date, our Dispute Team has not received this documentation; this MUST be received by our Dispute Team directly rather than via a BBB complaint. 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
  ****, NV 89521
  ******************************

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23085107
  
  I am rejecting this response because: im sending pdf selfie and iD hope u can open now I appreciate your help..
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/17/2025

  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.

  Dear Blackhawk Network Customer Support,This is absolutely unacceptable. I received a $100 prepaid gift card issued by Blackhawk Network and used it for a single online purchase at *******. One item was canceled, and ******* correctly refunded me, leaving a final charge of only $16.04. However, my card balance is now $8.43where the h*** did the rest of my money go?!There is absolutely no record of any other charges, and yet my funds have mysteriously disappeared. This is outright theft. To make matters worse, your so-called "customer service" is a complete joke. It is impossible to reach a live representative. What kind of business operates like this? You take people's money and then hide behind automated systems to avoid accountability?I demand an immediate explanation and a full correction to my balance. If this is not resolved right away, I will escalate this issue in every possible wayreviews, complaints, legal action, whatever it takes. You are stealing from customers, and I refuse to let this slide.

  

  Business Response

  Date: 04/10/2025

  VIA BBB WEBSITE
  
  April 10, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *********
  
  Dear Aspen,
  
  On March 17, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ********* regarding a Mastercard gift card with missing balance.
  
  Our record showed a redemption totaling $16.04 USD was made on Ms. ********** gift card ending in 6212 on March 10, 2025. We also showed no additional redemption was made until April 05, 2025,on Ms. ********** gift card. We encourage Ms. ********* to contact our ***************** number located at the back of the gift card for additional assistance if Ms. ********* did not authorize the redemption on April 05, 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:03/16/2025

  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 received a tiny amount of money for a class action lawsuit. The options were to receive a virtual card or pay to receive an actual card. I opted for the virtual. I set it up. I put it in my ****** wallet. I have attempted to use it multiple times without success. I think this payout is a scam and the people who furnished the debit cards have made it as difficult as possible to use, and because the amount of money is so small they hope people will just give up. Thousands of people just giving up leaves a lot of money unclaimed. Wonder where that goes? This is a con job and someone did this on purpose so they could reap the reward of small money amounts that nobody much cares about. I'm stubborn. I'm annoyed that some rich con artist is going to get richer at the expense of others. And so I have an expiration date on this debit card of 2026 and I will keep trying until I can use the **** thing. If someone wants to let me know what I'm doing wrong, then I welcome your input. But currently I believe you are a bunch of crooks.

  

  Business Response

  Date: 03/27/2025

  VIA BBB WEBSITE
  
  March 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *******
  
  Dear Aspen,
  
  On March 17, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a virtual Disbursements ********** that was unable to be redeemed.
  
  On March 16, 2025, Ms. ******* contacted us by phone regarding issues redeeming her gift card ending in 4645, which we investigated into the declined reason and informed Ms. ******* that the transactions were declined due to invalid pins or insufficient funds. We have also provided card usage tips for Ms. ******* to redeem her gift card.
  
  As of March 27, 2025, we showed a successful redemption was made on Ms. ******** card on March 22, 2025. We encourage Ms. ******* to contact our **************** number located at the back of the gift card for additional usage tips to redeem her gift card.  We sincerely apologize for any inconvenience Ms.****** *** 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: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and there was somewhat of a resolution. Although I continue to believe accessing the card was made unnecessarily difficult and laborious. And I can only believe this is so in order to benefit the company or attorneys who will probably reap the unused funds. Maybe it's not the card company. I don't know. I only tried so hard to get this small amount of money because I was irritated at how difficult it was to use the card. I am a fairly educated person who can usually figure things like this out, so I can only imagine how many people just gave up on their few dollars because it wasn't worth the effort. I had to search online for a live person to help me. The customer service number on the virtual card only gets you to an automated system that does not help at all. I accept that I was helped, but I stand by my initial complaint. I appreciate that the customer service person I eventually found could help me. I still have unused funds (albeit only a few cents) on the card, and I won't try to use it because it will necessitate more effort and time on my part. Enjoy my residual 86 cents. 
  
  Sincerely,
  
  *. *******

• Initial Complaint

  Date:03/16/2025

  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 had a credit balance on my account for $299.45 with order#CNDU8P6A75 on my electronic giftcard that I bought from ******** website that is powered by cash star. I checked the balance on 3-15-2025 and now the balance is $0. I called customer service and spoke to an agent named ******. She said my giftcard was used in ******, ***** from 10-6-2024-10-11-2024 at several locations. I live in ******* ga and DO NOT LIVE in ******, *****. If you can see the history of this card you will see, I purchased it with an atlanta address on 12-12-2021. I have only used it in ******* ga in the past. This is an electronic card that I had emailed to me and somebody stole my giftcard illegally to use it to make purchases in ******,*****. Everytime I call cash star the agents don't speak english well and keep telling me to call quiktrip which is INCORRECT! Then when I call quiktrip they tell me since this is a electronic giftcard that was purchased CASH STAR HAVE TO RESOLVE THIS ISSUE! This giftcard is powered by cash star and cash star is supposed to assist me with getting this issue rectified! I want my $299.45 back that was fraudulently stolen and used on my card last year. This giftcard has been sitting in my email and when I decided to use it on 3-15-2025 the MONEY IS GONE! Who do I need to talk to so I can get a new giftcard for the $299.45 that was fraudulently used? I'm attaching the email that was sent to me when I first purchased the giftcard on 12-21-2021. The last time I reloaded the balance on this card was for the $299.00 and I haven't used the giftcard since.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *****
  
  Dear Aspen,
  
  On March 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding unauthorized transactions on a virtual Quiktrip gift card that was purchased through CashStar.
  
  Because CashStar is a third-party order fulfillment platform, we do not have the ability to view redemptions for cards purchased through the site. For assistance regarding unauthorized redemptions against the gift card that was purchased, Ms. ***** will need to reach out to QuikTrip CS team either by phone at ************ or by email at *************************** so an agent may provide any insight they may have. 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: 03/31/2025

  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:03/15/2025

  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.

  Complaint Regarding Unreasonable Document Requests Case# ***************** CDS0044963. I have provided all the documents that Blackhawk requested, yet they continue to make the process unnecessarily difficult. Their latest request is to have certain documents notarized, which I find unreasonable. I attempted to complete this through an online notary service, but they denied my request, stating that it is illegal to notarize such a form or ID.Additionally, they requested a police report. However, when I contacted the police, I was instructed to file the report online, but Blackhawk insists on a physical copy.I am filing this complaint with the BBB in hopes that upper management will step in, act reasonably, and resolve my cases without making the process more complicated than necessary.I'm looking to get a refund check to my address provided her when i filed the case.

  

  Business Response

  Date: 03/26/2025

  VIA BBB WEBSITE
  
  March 26, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********* ******* *******
  
  Dear Aspen,
  
  On March 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding the dispute process of two existing dispute case DS0863813 and CDS0044963.
  
  On January 16, 2025, ********** contacted us to report an unauthorized activity on his gift card ending in 7794.  Dispute case DS0863813 was created to assist *** ******** an email was sent to *** ******* with a Dispute form, requesting images of the gift card in question, along with the proof of purchase of the gift card or a copy of the recent utility bill if the proof of purchase is unavailable. *** ******* has also been advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the Merchant in question. On the same date, *** ******* responded with images of the gift card and proof of purchase of the gift card. On January ******** an email was sent to *** ******* with the Dispute Form, requesting proof of address or image of photo ID if the proof of address was unavailable. On the same date, *** ******* responded with the requested information. On February ******, an email was sent to *** ******* requested additional documentation to further investigate *** ******** concern, a valid photo ID of *** ******** a selfie of ******* with the photo ID and a Police report were requested within the email.
  
  On January 23, 2025, ********** contacted us to report unauthorized transactions on his gift card ending in 3224. Dispute case CDS0044963 was created to assist *** ******** and an email was sent to *** ******* with the Dispute Form and requested image for the images of the gift card in question, and the proof of purchase of the gift card or a copy of the recent utility bill if the proof of purchase is unavailable. *** ******** gift card was also replaced with its remaining funds in response to our security precaution. On January 26, 2025, *** ******* responded with the images of the gift card and proof of address. On February 15, 2025, an email was sent to *** ******* re-requested for the completed Dispute Form. On the same date, *** ******* responded with the Dispute Form. On February 26, 2025, an email was sent to *** ******* requested a valid photo ID from *** ******** a selfie of ******* with the photo ID and a Police report to further investigate *** ******** concern.
  
  On March 20, 2025, a second email was sent to *** ******* from Dispute case DS0863813 and CDS0044963, re-requested the image of a valid photo ID, a selfie with the photo ID and a Police report from *** ******** On March 21, 2025, Dispute case DS0863813 and CDS0044963 was resolved as we have not received the requested documentation from *** ********an email was also sent to *** ******* from both Dispute cases about the case closure.
  
  As of March 26, 2025, we are still in need of the requested documentation to continue with our investigation. In order to insure we are investigating thoroughly and accurately; we encourage *** ******* to respond to our Dispute email with the requested documentation. We also encourage *** ******* to contact our customer service number located on the back of the gift card or the phone number provided within our previous email for further insight regarding the dispute cases. 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: 03/27/2025

  Blackhawk Networks demands are unreasonable and legally problematic. I have already provided all required documentation. Their insistence on notarized documents, which cannot legally be notarized, and demanding a physical police report when the police only provide online reports, is unacceptable.
  I will not provide illegal or impossible documents. If Blackhawk Network does not proceed with resolving my cases using the valid documentation I've already provided, I will escalate this matter further, including filing complaints with consumer protection agencies and considering legal action.
  I expect immediate resolution.

  

  Business Response

  Date: 04/04/2025

  VIA BBB WEBSITE
  
  April 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *******
  
  Dear Aspen,
  
  On March 28, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ******* ******* regarding the dispute process of two existing dispute case DS0863813 and CDS0044963.
  
  As previously mentioned, the requested documentation is required for our dispute team to conduct additional investigation into Mr. ******** concern. We are still in need of a copy of the police report, an image of a valid photo ID and a selfie of Mr. ******* with the photo ID. We encourage Mr. ******* to respond to our Dispute email with the requested documentation. Mr. ******* may contact our customer service number located on the back of the gift card or the phone number provided within our previous Dispute email for additional insights. We sincerely apologize for any inconvenience Mr. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 04/07/2025

  I have no issue providing my valid photo ID and a selfie holding it.
  However, Blackhawks ongoing demand for a physical police report is absurd. The police department only issues online reportsIve already explained this. If Blackhawk is willing to accept an official online report, Ill send it along with my ID.
  But lets be clear: the dispute department must send me an email confirming that an online police report is acceptable and that the case will move forward with that. Until they put that in writing, Im not wasting more time dealing with vague or recycled demands.
  If they cant do that, its obvious this is just a stalling tactic.
  I expect a direct, final answer and confirmationno more runaround.

• Initial Complaint

  Date:03/12/2025

  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 2 **** cards ($100 each) in 12/2024 as a gift from family member. When I went to the site to activate them, they both were hacked for the entire amount. I contacted customer service with ********************** and reported, sent them all the information requested. I received a replacement card on 3/12/25 via mail, called the activation number ************, I was sent a card loaded with 0.77 cents. I called customer service and confirm this amount. Representative wanted to open another dispute. This company is scamming people and stealing our money.

  

  Business Response

  Date: 03/25/2025

  VIA BBB WEBSITE
  
  March 25, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********* **** *****
  
  Dear Aspen,
  
  On March 12, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding a gift card that was received with a balance of $0.77 USD.
  
  On January 31, 2025, Ms. ***** contacted us by phone to report an unauthorized activity on their gift card ending in 6065. Case CS15307541 was created, and an email was sent to Ms. ***** requested images of the gift card in question, proof of purchase or bank statement reflecting the purchase of the gift card, an image of a valid photo ID from Ms. ****** and a selfie of Ms. ***** with the photo ID. On February ******* Ms. ***** contacted us by phone confirming the transaction was unauthorized.Dispute case CDS0054341 was created to assist Ms. ****** On February 4, 2025,an email was sent to Ms. ***** requested documentation that was previously listed. On February 9, 2025, Ms. ***** responded with image of the photo ID. On February 11, 2025, an email with the Dispute form was sent to Ms. ***** requested the remaining documentation to assist her concern, where Ms. ***** was also advised to respond with the completed and signed Dispute form. On the same date, Ms. ***** responded with the images of the gift card in question. On February 20, 2025, Ms. ***** advised us that all the requested documentation was submitted and requested a refund. On March 1, 2025, an email was sent to ******** confirming the Chargeback process has begun and Ms. ***** was informed about the response timeframe (30 to 90 days) that the merchant has to response to our request. On the same date, a replacement gift card with its remaining balance of $0.77 USD was also issued to Ms. ***** as a security precaution. On March 17, 2025, Ms. ***** requested a follow-up regarding her concern. On March ******** Dispute case CDS0054341 was resolved, and an email was sent to Ms. ***** confirming the dispute has won in Ms. ***** favor.
  
  As of March 24, 2025, we can confirm the Dispute amount of $99.23 USD has been credited back to Ms. ***** card ending in 4809. We encourage Ms. ***** to contact our **************** number located on the back of the gift card for further insight if Ms. ***** has additional questions about redeeming her gift 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
  **************
  ******************************

• Initial Complaint

  Date:03/12/2025

  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 am extremely frustrated with how Blackhawk **** is handling my case *********. Despite providing every document and piece of information requested, the dispute department continues to give me new excuses and reasons to avoid resolving my case.I have now filed a complaint with the BBB, hoping that corporate intervention will ensure this matter is taken seriously. This ongoing delay is unacceptable, and I expect a proper resolution without further runarounds.Please escalate this matter immediately and provide a clear path to resolution.

  

  Business Response

  Date: 03/25/2025

  VIA BBB WEBSITE
  
  March 25, 2025
  
  Better Business Bureau
  Complaint Case:  23057481
  
  RE:Denver ****
  
  Dear *****,
  
  On March 12, 2025, Blackhawk Networks (Blackhawk) received a complaint from Denver **** regarding issues with the dispute process that took place on Mr.***** **** Gift Card ending in 4036.
  
  On July 29, 2024, our team received a call from Mr. **** asking for assistance with an unknown charge on his **** gift card ending in 4036. Our team opened dispute case ********* in order to investigate further. That same day our team sent Mr. **** a dispute form to be filled out and requested images of the front and back of the card and a utility bill matching the address associated with the card. That same day we received the above information. On August 6, 2024, our team requested additional information, a proof of original purchase and or a bank statement showing the purchase. On September 30, 2024, when we hadn't received a response the disputes case was closed.
  
  On February 16, 2025, our team received an message from Mr. **** stating a police report was approved and sent a selfie with an ID. On February 19, 2025, our team reached out stating in order for us to move forward we would need a copy of the police report. That same day Mr. **** requested that *** call the police station. On February 22, 2025, it was determined that the charges in question were well past the 60 days and would be unable to dispute these charges with the merchant. On February 23, 2025, Mr. **** stated he had started this before the 60-day time frame and requested an immediate resolution or he would contact the BBB. On March 14, 2025, a complaint was received from the BBB in regard to this.
  
  On March 20, 2025, our disputes team sent a denial to this request. While we understand a complaint was initially lodged back in July about these disputed charges,the case was closed due to the lack of requested information and no responses from the customer. It is the sole responsibility of the card holder to follow up and respond to these matters in a timely fashion. Seeing as the charge is well past the 60-day time frame we are unable to dispute any charges with the merchants at this time. We sincerely apologize for any inconvenience Mr. **** may have experienced.
  
  With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****,NV 89521
  ******************************
  

  Customer Answer

  Date: 03/27/2025

  This is unacceptable and will be escalated further.
  
  
  
  
  

  

  Business Response

  Date: 03/27/2025

  VIA BBB WEBSITE
  
  March 27,2025
  
  Better Business Bureau
  Complaint Case:  23057481
  
  RE: Denver ****
  
  Dear *****,
  
  On March 27, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from Denver **** regarding issues with the dispute process that took place on Mr. ***** **** Gift Card ending in 4036.
  
  As mentioned in the Terms and Conditions located on the website listed on the back of the gift card: "All transactions carried out on your Card before you notify us will be considered to have been authorized by you.".Furthermore, as mentioned in the "Purchase Disputes and Refunds"section of the Terms and Conditions: "If you believe a transaction on your account is incorrect, you must notify us in writing of your dispute within sixty (60) days of the transaction date. Dispute forms must be completed and sent to the customer service team. Please note that this form must be received within sixty (60) days of the date of the disputed transaction, or you will have been deemed to have accepted such a transaction.
  
  We sincerely apologize for any inconvenience Mr. **** may have experienced.
  
  With this,we consider the matter resolved.  Please,do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  ******************************

  Customer Answer

  Date: 03/28/2025

   I notified the company and signed the dispute form before the 60-day deadline.
  Please note that the games you are playing will be used as evidence in my next escalation.

  

  Business Response

  Date: 04/03/2025

  VIA BBB WEBSITE
  
  April 3, 2025
  
  Better Business Bureau
  Complaint Case:  23057481
  
  RE:Denver ****
  
  Dear *****,
  
  On April 1, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from Denver **** regarding issues with the dispute process that took place on Mr. ***** **** Gift Card ending in 4036.
  
  On July 29, 2024, Mr. **** called in to report unauthorized activity on his ******* response to this our team opened dispute case ********** Our team requested the following information in order to begin the dispute process. Images of the front and back of the card. And one of the following: a purchase receipt,Activation receipt, and/or bank statement reflecting the card purchase. In the event Mr. **** was unable to provide the following to please include a copy of his utility bill that reflects the same address and must be relevant within the last 60 days. Our team also requested a completed dispute form.
  
  That same day Mr. **** sent us images of the front and back of the card and a utility bill. On August 5, 2024, it was determined that the bill provided did not have an acceptable address on it. Our team reached out again asking for a way to verify the address associated with the gift card or some proof of purchase. On august 10, 15, 20, 25, 30, September 4, 9, 14, 19, 24, and ******* our team again reached out requesting additional information. On September 30, 2024, the case was closed as no response from Mr. ***** Our team did not receive contact from Mr. **** again until February 16, 2025. Thats a total of a 139 days after our customer service teams last attempt to contact. Thats 239 days past the original charge date. Well outside of the 60-day dispute process. As the original dispute would have been within the time frame because proper information  was never received,we were never able to move forward with the dispute.
  
  As mentioned in the Terms and Conditions located on the website listed on the back of the gift card: "All transactions carried out on your Card before you notify us will be considered to have been authorized by you.".Furthermore, as mentioned in the "Purchase Disputes and Refunds"section of the Terms and Conditions: "If you believe a transaction on your account is incorrect, you must notify us in writing of your dispute within sixty (60) days of the transaction date. Dispute forms must be completed and sent to the customer service team. Please note that this form must be received within sixty (60) days of the date of the disputed transaction, or you will have been deemed to have accepted such a transaction.
  
  It was and is the sole responsibility of the card holder to respond within a timely manner.
  
  We sincerely apologize for any inconvenience Mr. **** may have experienced.
  
  With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****,NV 89521
  ******************************

  Customer Answer

  Date: 04/07/2025

  This is your final chance to issue a full refund. Right thing and refund my money as a little advice 
  

• Initial Complaint

  Date:03/11/2025

  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 have several issues. First of all, I purchased a bunch of Giftcards.com gift cards which I am supposed to be able to redeem for other gift cards. I used one which now has only $3 on it which I cannot use without supplementing with a credit card which I DO NOT want to do. I would rather use it in combination with another giftcards.com gift card, but the system won't allow that. In addition, the website is not allowing me to use any giftcards.com gift card because an error message pops up saying "please fill up form" when everything has been filled out. I have now tried 4 different customer service numbers, and NONE of them lead to a representative who can help me. It's just an endless automated system that goes nowhere for me. I also tried to message via ******** but have not gotten a response there.

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ******
  
  Dear Aspen,
  
  On March 11, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding roadblocks with redeeming cards on the Giftcards.com website.
  
  Our records show that the Giftcards.com card ending in 7375 has been redeemed in full as of March *******, and has a zero balance. We recommend that Ms. ****** check her email inbox, spam folder, Junk mail or promotional folders for any cards she has received as a redemption for the funds associated with the purchase. 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: 03/26/2025

  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.  However, please note that although I was finally able to redeem my gift card, it took a long time for them to fix their system, and there was no notice given that the system was down or that it even was fixed.  That lack of communication is not acceptable.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/10/2025

  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.

  Erroneously registered the gift card on a fraudulent website.Come to find out the website printed on the back of ** is no longer valid giftcardmall.com.The phone number on the back of the card advises to go to the printed website on the back of the card but in the next sentence tells a person to go to www.giftcards.com. Fraudulently registered and used for $320.97 via B&HPhoto. CS15610976 started 2 Mar.On 3 Mar 25,contacted B&HPhoto to have the order stopped, payment ************* communication and verbally spoke with their Verification Team on 10Mar25,spoke with was *****. Was advise order was stopped on 3Mar25, order #*********, refund back to the ** same day. Per *****, refund takes 3 days back to card. Spoke w CS and BHN I have spoken 6 times. Provided all required documents, photos physical **, receipt,my ID, and a photo of myself. Sent in on 3Mar25 email that I received from **** L, and ****** Marroquincruz. I would hear something within ***** ****** Wed, 5 Mar 25, I had not heard anything case. I called CS, again, was transferred to the Dispute Team was told my email was not received.Resubmitted again verified it was received.Told that it would be ***** hrs and would receive an update.Received and email stating the case was opened back up, no reason given.I asked to escalate the case as this was all started Mon,*********** esclated would hear something back that day, ********* update provided that day.Called CS 6 Mar25,advised of the previous days phone call and was told that I would hear something no later than 7 March 2025. Iould receive an update.I did not receive any word7,8,9,10 Mar.Anytime I have called to get an update the only thing I am told, after being placed on hold for 5 or more minutes, is that the transaction is still ********** also seems like anytime I call its like they have to go looking for my documents and anything on the case.

  

  Business Response

  Date: 03/20/2025

  VIA BBB WEBSITE
  
  March 20, 2025
  
  Better Business Bureau
  Complaint Case:  23044353
  
  RE: ***** *****
  
  To Whom It May Concern,
  
  On March 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding issues registering her **** gift card ending in 8378
  
  On March 3, 2025, Ms. ***** reached out because she had experienced fraud when trying to register her card. Ms. ***** requested to speak with the disputes team. In order to address this further we created case CS15610976 and requested the following information to proceed with disputing the fraud on the card. On March 5, 2024, Ms. ***** responded with requested documentation. Ms. ***** was advised that same day that the transaction(s) are currently in a pending status, pending transactions usually settle within 7 - ********************************************************************************** if the merchant does not take the funds. Once this happens, we'll send you an email within 24 hours from ************************************************************************** with the next steps to follow and the required documentation to proceed with your claim. On March 6, 7, 10, and 11, 2025, Ms. ***** called to follow up on her case. She was advised we had to wait for the charge to clear prior to our team being able to dispute the charge. Ms. ***** was advised that an update should take place on the 12th of March. On March 13, 2025, our team informed Ms. ***** that the transaction had not settled yet.
  
  
  On March 14, 2025, Ms. ***** was informed the dispute was won in her favor and that she would receive a new card within 7-10 business days.  We sincerely apologize for any inconvenience Ms. ****** may have experienced.
  
  With this, we consider the matter resolved. Please, reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  *************
  ******************************

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23044353
  
  I am rejecting this response because:  I can see the funds have been redirected to a new card. I have been the one to have to reach out for updates when I was told I would receive emails with updates and never did. I have not heard a single word regarding my new card being mailed out. 
  
  Sincerely,
  
  ***** *****