Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

1,142 total complaints in the last 3 years.
405 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/01/2025
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 a $100 **** gift card for my daughter-in-law in October 2023 for Christmas. She lives in a different state. This was a Christmas gift but unfortunately Christmas of 2023, she got Covid and her and my son could not come home that Christmas. I saved the gift for the following Christmas of 2024 and I gave it to her then when her and my sone came home. She tried to use the card in February 2025 at a restaurant and was told that the card only had $.99 on it and the card was rejected. The card was in my possession since it was purchased and in a sealed Christmas card. Once I gave it to my daughter in law she kept it in her possession until she was ready to use it in February ******* appears that this company is selling gift cards that have already been used. Then someone tries to use the card and can't!I opened a case with Blackhawk but they refused to stand by their product and said there is nothing they can do. This is unacceptable. I am out $100 plus this is embarrassing to not just me but to my daughter in law when she tried to use it.This company needs to stand by their gift cards and not sell used cards. I want to be reimbursed for this so I can send the money to my daughter in law. I will not be satisfied until the company makes this right.The Case number with Blackhawk is CS15475801.
Business Response
Date: 03/14/2025
VIA BBB WEBSITE

March 14, 2025

Better Business Bureau
Complaint Case: 23006663

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

Dear *****,

On March 1, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding a purchase that was made on the **** gift card ending in 8723 that she had purchased in December of 2023.

On February 17, 2025, we received a call from Ms. ****** stating that the **** Gift card that she had given to her daughter-in-law had been used fraudulently before Ms. ******** daughter-in-law had a chance to use it. This interaction created case CS1547801. Our agent then offered to connect ********* with our disputes team to further investigate the matter. Ms. ****** agreed and was transferred to the disputes team. Case CS1547801 was then closed.

That same day upon speaking with the disputes team it was determined that the charge in question had taken place on June 24, 2024, and was far past the 60-day time frame Blackhawk network is given to dispute charges with our card partners.

On February 22, 2025, Ms. ****** called to verify the status of her case. On March 5, 2025, we received a complaint from the BBB on *********** ******* On March 11, 2025, a disputes case CDS0104929 was open on Ms. ******* *******

On March 12, 2025, the dispute was won in Ms. ******** favor and a final credit was sent. A replacement card has been issued, please allow up to 10 business days for the new card to arrive. 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:02/26/2025
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.
There is a total of ********************************** From the Blackhawk Network. They were awarded for Valid ******************* Rebates on behalf of Blackhawk Network. These 14 cards make a total of $24 All of these did get awarded to me at the end of Jan 2025/Start of Feb 2025. I've tried to use these Credit cards to make online payments several times however I run into issues with all 14 of these pre paid cards not working. When I look they all still show a balance of them. Can they please void out the 14 cards and re-send me a new physical pre paid card with a $24 to make up for the issue that I'm having?I have made a list of the 14 Pre Paid Digital cards below that don't work along with the Exp Dates of the cards along with balance still on each card. And the day I have notes of me activating the cards I also have images of all the cards if needed Last 4 Digits of the Card # **** Exp Date 07/25 activated 1/27/25 $5.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/5/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/5/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/5/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/8/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/8/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/13/25 $1.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/16/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/16/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/20/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/20/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/20/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/20/25 $2.00 Balance Last 4 Digits of the Card # **** Exp Date 08/25 Activated 2/21/25 $1.00 Balance
Business Response
Date: 03/11/2025
March 11, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ***** ********

Dear Aspen,

On February 26, 2025, Blackhawk Networks (Blackhawk) received a complaint from ********, ***** ******** regarding a request for consolidation of multiple settlement cards onto one card.

Our records show the cards provided by Mr. ******** have been blocked due to a type of transaction which is not supported by the program administrator associated with this card, which led to the card being blocked as a security precaution. As referenced in Section 2 of the Cardholder Agreement, subsection A, point 3: "The card cannot be used for purchases where recurring payments may occur such as subscriptions, memberships, rentals, etc.," of which bill payment services falls under. The Cardholder Agreement is available for Mr. ******** to review at any time. We invite Mr. ******** to contact our **************** team by phone at ************** so we may provide the steps necessary to have the blocks removed and the funds consolidated onto one card as requested. 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: 03/12/2025

Complaint: ********

I am rejecting this response because:
Thank you for the reply. However I'm not sure if you did read my full email message that was sent.
You are leaving out the part were on 2/27/25 you wrote me through email asking for the card numbers and screencaps of the cards like you would do something to change them. I did reply to you that day right away and still haven't heard a word back from until today and now you leave out that whole correspondence that you didn't reply to

On 2/26/25 I did open a Case with the Better Business Bureau against the BlackHawk Network. This is BBB complaint # ********

The issue is that I have a total of ********************************************** However none of the 14 work at all when I try to use them online.
All ******************************************* from the pre paid card center for Rebates that all tie to ***************************** Rebate offers.
The 14 Cards that won't work total to $24.00. In my BBB case I did ask that they void the ************************************************** a new digital card for a total of $24.00 to use in place of the Cards that won't work for me no matter what I try.

On Thursday 2/27/25 I got the following email from Track Complaints ********************************************

I've included a screencap of the email that was sent to me and the text is below as well.....

Hello Mr. *************** are emailing you regarding BBB complaint ******** concerning several settlement cards that you would like to have consolidated. To better assist you, please respond to this email with screenshots of the cards in question. Once we have received your response, we will be happy to research this further for our response to the BBB. We sincerely apologize for any frustration this may be causing and thank you for the opportunity to address your concerns.

Warm Regards,
The Blackhawk Network Regulatory Complaint Team ******************************************** ****************************

This information is to be confidential and proprietary to Blackhawk Network

I did reply back to this email from ******************************************** on the SAME DAY 2/27/25 I did include a list of the credit cards that won't work at all. and I also sent them screencap images of the 14 credit cards that won't work at all. I've included a screencap of the email that was sent to me

I still have yet to hear back from ******************************************** to the email sent on 2/27/25 with the information requested. and I wrote them back 4 more times since that date, still with no reply or any update on what is going on.

Sincerely,

***** ********
Customer Answer
Date: 03/18/2025
Hello

Is it possible to please close this case ********? The company did make things good and corrected the situation I'm ok to close this now is possible. Please and thanks
Customer Answer
Date: 03/19/2025
***** ******** AttachmentsTue, Mar 18, 4:07 PM (22 hours ago) to Track Hello On Saturday 12/21/24 I was sent a prepaid card from the Blackhawks Network and I did activate it. The card was to be for a total of $22.31. When I tried to use it the card wouldn't work. However when I look at the balance it still shows a balance of $22.31 on the card. Can you please correct the card or issue me a new card for $22.31 so I can use it please? Please advise Or if you can't reset the card can you send me a new replacement digital card or send me a new physical card in the mail. attached is a screen cap of the card itself, a screencap showing the proxy number of the card with the balance that is still on it. Card # ******************* CCV 109 EXP 12/26 Proxy Card Number *******************
Business Response
Date: 03/19/2025
March 19, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ***** ********

Dear Aspen,

On March 19, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********, ***** ******** regarding a request for consolidation of multiple settlement cards onto one card.

Our records show the card provided by Mr. ******** has been blocked due to a type of transaction which is not supported by the program administrator associated with this card, which led to the card being blocked as a security precaution; this is the same type of block as the other cards associated with this complaint. As referenced in Section 2 of the Cardholder Agreement, subsection A, point 3: "The card cannot be used for purchases where recurring payments may occur such as subscriptions,memberships, rentals, etc.," of which bill payment services falls under. The Cardholder Agreement is available for Mr. ******** to review at any time. We invite Mr. ******** to contact our **************** team by phone at ************** so we may provide the steps necessary to have the blocks removed and the funds consolidated onto one card as requested. 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:02/25/2025
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 a gift card that has experienced fraudulent transactions. I have submitted multiple emails requesting a refund and provided all necessary documentation for the dispute. They have completely failed to respond. It has been over 60 days . Card was disputed $72.80 out of a $100 gift for concert tickets not purchased by me as my card did not work when I tried to activate it.
Business Response
Date: 03/06/2025
VIA BBB WEBSITE

March 6, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********* ***** *****

Dear Aspen,

On February 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding the response timeframe for an existing Dispute Case CDS0032382.

Our record showed Ms. ***** contacted us by Chat support on January 9, 2025, regarding unauthorized charges on her gift card ending in 1311. Case CS15129870 was created to assist Ms. ****** concern. On January 10, 2025, an email was sent to Ms. ***** requested for the proxy number of the gift card. On January 12, 2025, case CS15129870 was closed as Dispute case CDS0032382 was created to assist Ms. ****** concern. In addition, a new replacement gift with the remaining balance of the gift card was issued to Ms. ***** as a security precaution.

On January 14, 2025, we received the card images from Ms. ****** On January 22, 2025, Ms. ***** contacted us and requested a follow-up on her concern as she has received the replacement gift card ending in 0271. On February 3, 2025, an email with the dispute form was sent to Ms. ***** and requested additional documentation to complete the dispute process. On February 4, 2025, we received partial documentation from Ms. ****** On February 9, 2025, Ms. ***** contacted us and requested a follow-up regarding her concern. On February 20, 2025, an email with the dispute form was sent to Ms. ****** to which Ms. ***** was advised to respond with the signed and completed dispute form to proceed with her concern. On February 21, 2025, Ms. ***** responded, advising us that all the requested documentation has been submitted. Ms. ***** also advised us that a BBB complaint will be filed to further address her concern. On February 25, and March 1, 2025, Ms. ***** contacted us and requested a follow-up regarding her concern. On March 4, 2025, dispute case CDS0032382 was closed with a Dispute won email sent to Ms. ******

As of March 6, 2025, we can confirm the dispute has won in Ms. ****** favor. The dispute amount totaling $72.80 USD was credited back to the replacement gift card ending in 0271, that was delivered to Ms. ****** We sincerely apologize for any inconvenience ******** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Initial Complaint
Date:02/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 28th 2025, I contacted Black Hawk Network ******************* to request a list of all digital cards on my account and who sent them to me. At least twice I have had problems with my cards that they needed to fix in the past. I also have had problems with them blocking me from using one of my cards that I received from the Tik Tok Class action Settlement. They say that they have concluded that the payment was not meant for me. Well I filed the claim, have proof from Tik Tok Settlement Administrator, the card is listed under my account on ***************** and it is clearly in my name. I have given them a copy of all that along with copy of my ID. They still refuse to release the funds to me or even tell me how or why they concluded that it's not mine. Yet every month I'm watching them subtract a dormancy fee from the total on the card and I can only see that because the card is on my account with my name on it because it was meant for me. They are refusing to give me a list of all the cards I have connected to my account and who sent them to me. Something is not right with this company and I want to try to match up what I have in my emails to what they are actually showing me on my account. I have explained to them I have seizures and I get things mixed up and confused really easy and they are just telling me I need to provide them with a list of all my cards and their value and who sent them to me. That's what I've been requesting since January 31st of this year and it has been one reason or another that they keep giving me on why I haven't received them yet, like they needed more time to look for the info I was requesting. Now their telling me they need exactly the things I'm requesting. I don't get it I'm just trying to get all of my digital cards straightened out. I'm requesting my info they've turned this into some confusing situation that I don't know how to handle anymore. My card that they have me blocked from using has $149. It started with $167
Business Response
Date: 03/11/2025
March 11, 2025

Better Business Bureau
Complaint Case: 22990003

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

Dear *****,

On February 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding issues using her Mastercard gift card ending in 9920.

On September *******, our team received contact from Ms. ******* requesting access to her Mastercard gift card ending in 9920. This interaction our team created case CS14072454 to investigate further. Our team requested some information to help verify Ms. ******* was the rightful owner of the card. Our team request a government issued ID, copy of a recent utility bill with the correct address on the gift card, a photo of the card if its a physical card or the link in which that card was sent if it was digital.On September 25, and 26, 2024, we again requested the above information. On September 26, 2024,Ms. ******* responded stating she thought she had already sent the requested information. On September 27, 2024, Ms. ******* requested an update to her response. Our team reached back out on September 28, 2024,letting Ms. ******* know that still required a current government issued ID.That same day Ms. ******* stated she would send her government ID. On September 30, 2024, our team again requested a government issued ID. On October 1, 2024,Ms. ******* stated she would again resend the documents. On October 2, 2024,Ms. ******* stated she was having issues with sending the requested information. On October 4, 2024, our team confirmed that they had received the requested documentation and began the investigation. On October 7, and 8, 2024,Ms. ******* requested an update. On October 15, 2024, it was determined after investigation that Ms. ******* was not the original recipient for this and would need to reach out to the program administrator. This case was closed October 21, 2024.

At this time we would like to invite Ms. ******* to contact the original program provider in order to address this issue further. 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:02/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Blackhawk prepaid ********** Ive had it since Dec 6 2024 each time I try to use it decline. I called customer service they said its money on it and to try again. But it decline everywhere I use it
Business Response
Date: 03/11/2025
March 11, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, **** *******

Dear Aspen,

On February 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding roadblocks with redeeming an Achievers MasterCard ending in 5182.

Our records show that the card has attempted transactions due to the attempted transaction not being supported. A list of participating merchants is located at ******************************************************************. The program administrator associated with this card is who determines which merchants can and cannot redeem it; Blackhawk has no ability to force or mandate that a merchant accept a 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:02/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was initially sent a gift card that was provided by this company. It turned out that the card has already been used fraudulently, and so I had to go back and forth for about a month in order to get anyone to help with replacing the card. I now have a replacement card, and have activated it via the phone number (as they request that you do). Despite being activated, the card cannot be used anywhere whether in person, or online. Putting my card info into their website to track it's status gives me error messages. I have attempted to get a customer service person on the phone to assist me with this, but every time I request to speak with a agent, they hang up on me. I will not wait for months of back and forth via email anymore, I need someone to directly assist with this problem or I will forever have a $100 gift card that is unusable. I don't think that's fair to the person who gifted me the card to have wasted their money while trying to do a good thing.
Business Response
Date: 02/25/2025
February 25, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, **** ******

Dear Aspen,

On February 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a replacement MasterCard gift card they are unable to use..

After researching the MasterCard gift card ending in 8321, we have removed the block on the card and can confirm that it is ready to be redeemed. Should Mr. ****** encounter roadblocks with redeeming the card after this, we invite Mr. ****** to contact our **************** team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mr. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 03/02/2025

Complaint: 22985255

I am rejecting this response because: After the business said they released a hold on the card in question (a hold that I wasn't even aware of?) the card STILL persists to not work for making purchases. The business stated that I could reach out to their customer support, however I was completely unable to get a hold of a real human being on the phone to help me.

Sincerely,

**** ******
Business Response
Date: 03/10/2025
March 10, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, **** ******

Dear Aspen,

On March 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a replacement MasterCard gift card they are unable to use.

Our records show that the card in question has a processed transaction dated March 5, 2025, as well as a refund on the same day. The card has a balance of $100 as of todays date. Should ********* encounter roadblocks with redeeming the card after this, we invite ********* to contact our **************** team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mr. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 03/13/2025

Complaint: 22985255

I am rejecting this response because: That purchase I attempted on March 5th was to verify that you indeed fixed the issue with the card. There was a return processed because the transaction was denied after the purchase was made, verifying that it is still not functional.

Sincerely,

**** ******
Initial Complaint
Date:02/24/2025
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 some gift cards through them. The company (merchant) is no longer located close by. So I contacted *** to ask them about allowing me to exchange them for different merchants on their website. (Refunds are not usually offered through this company and I completely understand.) But with these circumstances I hoped the company would work with me. I let them know that I am disabled so even though it seems like such a small/***** amount, these were extremely important.I advised them that I used a pre-paid credit card and therefore a refund wouldn't be possible, because I wouldn't get the refund. So, exchanging it for another one on their site would work perfectly. They opened a case and submitted it to management. I was told they would actually issue a refund via check. I said that was fine.Then a couple days later I get an email that says the money has been refunded to the card. I have tried to contact them numerous times since then, to try to get them to change this and make it right. I've told them a check is fine or just issue me a gift card to a specific (and I told them in all of the correspondence) merchant from their site.Still no response. I've even tried getting on their "live chat" multiple times and it never allows me to correspond with anyone.
Business Response
Date: 03/25/2025
March 25, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ****** ****

Dear Aspen,

On February 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** **** regarding online orders that were refunded back to method of payment used to place the order vs a physical check.

On February 15, 2025, Case CS15459792 was opened due to Ms. **** requesting a refund for three (3) orders placed due to roadblocks with redeeming the gift cards associated with the orders. On February 20, 2025, we sent an email to ************************* to advise that a refund of $162.50 had been processed and the funds returned to the method of payment used to place the original orders. Ms. **** responded to advise that she wished to have the funds transferred to a different card type instead of a direct refund due to not having access to the card associated with the orders any longer, to which we advised Ms. **** that the funds would be applied to the account associated with the payment rather than the card directly.

Because the refund was successfully processed in it's entirety, we have no way of retrieving the funds once they have been reverted back to the method of payment used to place the original orders. We would recommend that Ms. **** reach out to the sponsoring company associated with the method of payment used to place the orders to address a possible replacement card so she may access the funds that were returned. 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: 03/25/2025

Complaint: 22984869

I am rejecting this response because: I advised them that the original payment was made with a prepaid gift card/credit card. And it clearly says on the card that there is no way to add more funds to it or Refunds. So even though Blackhawk says it went through, there is absolutely no way that it could possibly have been refunded. I've reached out to the gift card/credit card issuer and they in fact confirmed that there is no way to receive a refund on the card. So the amount is obviously in limbo somewhere. That's why I have asked *** to just issue me a new gift card from their website. There has to be a way that they can just issue one and be done with all of this. Thanks.

Sincerely,

****** ****
Business Response
Date: 04/08/2025
April 8, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ****** ****

Dear Aspen,

On April 2, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** **** regarding online orders that were refunded back to method of payment used to place the order vs a physical check.

As mentioned in previous correspondence as well as within Case CS15459792, because the refund was successfully processed in it's entirety, we have no way of retrieving the funds once they have been reverted back to the method of payment used to place the original orders. We would recommend that Ms. **** reach out to the sponsoring company associated with the method of payment used to place the orders to address a possible replacement card so she may access the funds that were returned. 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: 04/08/2025

Complaint: 22984869

I am rejecting this response because:
I have explained multiple times that I used a gift card to purchase them and those do not have an option do receive refunds. Its not like it's a bank where I can call them and ask them to send me the money. No. This was a gift card that doesn't allow refunds so they obviously didn't do it properly. I have told them this numerous times and how they could most easily correct it.
Just make it where I can pick out different cards from your website or it could be just a regular generic gift **** card that I can use anywhere.

Sincerely,

****** ****
Initial Complaint
Date:02/22/2025
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 gift card through them the gift card does not work I requested a new one they sent me a new one they will not put the remaining balance back on my gift card have $236.95. I have been respectful I have been nice it's been over 8 days still nothing and I keep telling me wait a couple of more hours wait a couple more days I did not make them wait to take my money why am I having to wait an x amount of days I made the transaction on the 12th of this month. It is the 22nd .
Business Response
Date: 03/10/2025
March 10, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******* *****

Dear Aspen,

On February 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding unauthorized charges against a **** gift card ending in 4342.

On February 12, 2025, Case CS15431451 was created by phone call from ****** ***** regarding transactions on a **** gift card ending in 4342. After stating that the transactions were not recognized, the card was replaced, and an email was sent to ********************** to advise that the transactions in question were in a pending state at that time and that pending transactions typically settle within seven (7) to ten (10) business days. Mr. ***** was also advised that the replacement card in question would take seven (7) to ten (10) business days to be received.

On February 23, 2025, Dispute Case DS0884561 was opened and closed in Mr. ******* favor, with an email being sent and a voicemail being left the same day to advise that the balance of the replacement card was $230. We sincerely apologize for any inconvenience ******** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Initial Complaint
Date:02/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was issued a prepaid debit card with several hundred dollars on it. The website claims replacements can be issued if your card expires however, there isnt any way to contact them and their automated customer service line said wait time was over ******************************************************************************************************************************** if you can be issued a new card but I am reporting them because it seems like there is no way to resolve my issue and they cant be contacted.
Business Response
Date: 03/05/2025
VIA BBB WEBSITE

March 5, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ********* *****

Dear Aspen,

On February 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ********* ***** regarding a Visa promotional card ending in 1153 that has not been replaced.

Our record showed Mx. Smiths gift card ending in 1153 was replaced upon request on February 23, 2025, with the total amount of $255.00 USD issued to Mx. Smiths mailing address at *************************** *****************. We ask Mx. ***** to allow the gift card to arrive within 7 to 10 business days from the issue date. Should Mx. ***** not receive the gift card, we recommend that Mx. ***** to contact our **************** team directly by phone so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mx. ***** 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:02/22/2025
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.
Received a rewards virtual csrd from myprepaid center with an amount of ******. I used the csrd one time and it's blocked. No.explanation other than spoof site. They requested a picture.of the cwrd which is virtual and not physical my.drivers.locense and proff.of purchase. Purchase for wjat? Was then told after they receive these documents I will be issued a new csrd 7 ton10 days
Business Response
Date: 03/04/2025
VIA BBB WEBSITE

March 4, 2025

Better Business Bureau
Complaint Case: ********

RE: Complaint #********, ******* *****

Dear Aspen,

On February 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding a virtual settlement card that has been blocked from use.

On February 22, 2025, ******** contacted us regarding her concern. Case CS15530110 was created, and an email was sent to Ms. ***** requesting images of the gift cards, a copy of the utility bill that showed Ms. ****** mailing address, a valid photo ID including Ms. ****** mailing address, an image of the proof of purchase of the gift card as well as Ms. ****** full name, mailing address, email address and phone number. On the same date, Ms. ***** responded confirming the gift card in question was a virtual gift card, however, Ms. ***** did not provide the requested documentation. Ms. ***** also advised us that an attorney will be contacted to assist with her concern. On the same date, Ms. ***** advised us that a BBB complaint was filed to assist with her concern.

On February 23, 2025, ******** contacted us by phone regarding further assistance with her concern. Case CS15533414 was created, and an email was sent to Ms. ***** requested documentation to validate the ownership of the gift card. Ms. ***** responded to CS15530110 with the images of the email retrieval link to the virtual card and responded to CS15533414 with the images of the government issued ID, utility bill and image of the virtual gift card. On the same date, case CS15530110 was closed as duplicate request and Ms. ***** was directed to case CS15533414 to receive further updates. On the same date, an email was sent to Ms. ***** advising her that we were working on her concern and would provide an update to her once it was available. On February 25, 2025, Ms. ***** contacted us by phone requested an update to her concern and requested to expediate her request. On the same date,a call was made to Ms. ***** advising her that her gift card was unblocked and ready to be redeemed.

As of March 4, 2025, we have confirmed Ms. ****** gift card ending in 0459 was unblocked and ready to be redeemed. Our record also showed that multiple redemptions were made successfully. Ms. ***** may also contact our customer service number if additional assistance is required. We sincerely apologize for any inconvenience Ms. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************

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