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

1,144 total complaints in the last 3 years.
406 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:02/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased gift card for $200, card had been used on 12/11/2024 for $199.96 to ************ - this was not a charge that I made. I have tried to dispute directly with this company - they are entirely unresponsive.
Business Response
Date: 03/12/2025
March 12, 2025

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

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

Dear Aspen,

On February 18, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding unauthorized charges against a **** gift card ending in 5692.

On December 13, 2024, Case CS14857214 was created via our online Contact Form from ****** ********* via email at ********************* advising that the customer was unable to use a $200 **** card. On December 19, 2024, we requested a photo of the front and back of the card, a valid government-issued ID, a clear color selfie holding their ID with their upper torso, shoulders, arms, and hands were fully visible,and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. We received the requested documentation on December *******, but the selfie did not meet the requirements due to the photo ID not being clearly visible. We also sent a Dispute Form due to potential unauthorized transactions and requested that Ms. ********* fill out the Dispute Form and send it back to us.

On January 13, 2025, Case CS15160400 was opened via email to our Dispute Team from ********************* stating that the attachments provided in Ms. ******* email was to be related to Case CS14857214. Dispute Case DS0863689 was opened on January 16, 2025, and we began our investigation with the merchants associated with the charges on that date.On February 14, 2025, the Dispute Case was closed in Ms. ********** favor, with an email being sent to advise that a credit of $199.96 would be applied to a replacement card which was sent in January. The card was sent to the address on Ms. ********** ID.

Ms. ********** was able to provide documentation to support that she was the rightful and intended owner of the card; hence why the dispute was closed in her favor after our research had been completed. 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:02/11/2025
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.
On January 25, 2025, I contacted the MyPrepaidCenter customer service phone number for U.S Mastercard Cardholders ***************) to report that my virtual prepaid cards, which was issued to me from some class action settlements I was eligible for, was not working despite a balance was available on them.They responded and told me that my cards were blocked due to security reasons and they're unable to issue me a replacement card, like they normally do, and I should send the original email informing me of virtual prepaid card award with the redemption instructions and also a utility bill containing the same address as the one I used when redeeming the cards on *******************. Shortly, I received an email from (*************************************************************************) and I was told to send the requested documents there and that I'll receive a response within ***** hours after sending the documents.I sent all documentations on the same day and the utility bill on Jan. 27, 2025. After waiting for 48 hours, I didn't receive a response from them and my card was still blocked so I called their customer service phone number again. They told me that I should send a new utility bill containing the address on file because the previous utility bill address was different from the address on file. So I sent a new utility bill with the actual address on file on Jan. 29, 2025.After waiting for another 48 hours with no resolution. I decided to call back and they told me that they're still reviewing my case. It's now Feb. 11, 2025 and I still haven't received an update from them. I also tried using my virtual prepaid card and it's still not working. Please BBB, contact them to review my case for a resolution. The business shouldn't take so long to resolve a customer's case and an update should have been sent to me already.I have 11 cards and there are still blocked. I haven't been able to use them since there were issued to me despite the available balance on them.Thank you.
Business Response
Date: 02/21/2025
February 21, 2025

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

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

Dear Aspen,

On February 11, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******** regarding multiple virtual MasterCard settlement cards that have been blocked from use.

On January 25, 2025, Case CS15248537 was opened by Mr. ******** regarding multiple cards that he was unable to use. An email was sent to ******************* to request a copy of the original email received informing him of the reward and containing the retrieval link as well as a current government-issued photo ID with date of birth, or a copy of a Utility Bill or bank statement showing the full name and address registered on the card for ownership validation purposes. We received a copy of a Utility Bill on January 28, 2025, and Mr. ******** called on January 29, 2025, to request an update to his Case. Mr. ******** was advised to provide an updated proof of address due to the information not matching.

On February 10, 2025, *********** was advised to reach out to the program administrator as our records showed that Mr. ******** is not the intended recipient of these cards, and as such the card holds would not be released. This is a mandatory security precaution set in place to prevent potentially fraudulent activity and cannot and will not be overridden. We reiterate that Mr. ******** or the intended card recipient should reach out to the program provider directly to address this according to their own policies. We sincerely apologize for any inconvenient 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:02/10/2025
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.
Got a settlement payment for **** class action. Myprepaidcenter locked the card after it was issued for "fraud" card has never been used. Blamed me for them reusing the same digital card info . When I called up to find out why it was refused with every thing I tried to use it on.I provided all the info they requested other then the original email I got from the class action lawsuit witch is a ONE time used code to redeem the card. They expected I keep every email i ever get, And the class action has sent out all funds and closed down. So I have 100+ $ on a locked card which from all the reddit threads I've found they will sit on and steal when it expires the card any ammount over 10-20$ they do this on. I have a active investigation regarding this with the *********** and CFPB Complant.
Business Response
Date: 03/06/2025
March 6, 2025

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

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

Dear Aspen,

On February 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding a virtual **** card that has been blocked from use.

On January 21, 2025, Case CS15221571 was created via phone call from Mr. ******* due to roadblocks with redeeming a virtual **** settlement card ending in 4312. An email was sent to **************************** to request a copy of the original email which contained the retrieval link for the virtual card, a utility bill that showed his full mailing address, a valid photo ID which showed the mailing address registered on the card, his full name, and registered mailing address. ********** responded on the same date to advise that he did not have the email with the redemption code nor a utility bill in his name. On January 23, 2025,we responded to advise that the email was needed in order to continue with the process and reiterated our request on January 25, 2025.

Our records show that ********** is not the intended recipient of this card as advised by the program administrator, and as such the card hold cannot not be released. This is a mandatory security precaution set in place to prevent potentially fraudulent activity and cannot and will not be overridden. We recommend that Mr. ******* or the intended card recipient should reach out to the program provider directly to address this according to their own policies. Our records further show that the card itself has been blocked, and the funds removed due to the intended recipient of the card requesting an alternative method of payment for the funds in question; because of this, we cannot take any further actions. 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:02/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased gift cards as Christmas gift. These cards have a scratch off on the back. We scratched to hard and the numbers rubbed off. Contacted them and they deactivated my card, told me the store did it, which when I went back to the store they do not have a way to do that. I contacted them several times again and they say there is nothing they can do its the stores issue. There is no money on the card. After being able to contact them via email on Jan 9th they asked me to send a picture of the card. I did that and in the 10th the money was taken off the card.
Business Response
Date: 02/14/2025
February 14, 2025

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

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

Dear Aspen,

On February 9, 2025. Blackhawk Networks (Blackhawk) received a complaint from ********** ******* regarding a DraftKings gift card that has been devalued.

On January 10, 2025, Case CS15140548 was opened via a phone call from Ms. ******* due to a DraftKings gift card that had been damaged. We requested photos of the card in question,which were received on January 10, 2025. Our records show that the card in question was devalued and refunded back to the place of purchase by a representative of the store where it was purchased on January 10, 2025. Because Blackhawk does not have the funds associated with the card, Mx. ******* will need to return to the place of purchase with a receipt to address any refund that may be available according to their policies. 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: 02/14/2025

Complaint: 22918674

I am rejecting this response because: the gift card was actually purchased on 12/23/24 the store was not refunded and this company has taken the money. I have done over a month of running to get this money. Please let others know that this company does not stand by their products. Extremely disappointed and will forward your business style along to others

Sincerely,

********** *******
Business Response
Date: 02/18/2025
February 18, 2025

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

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

Dear Aspen,

On February 14, 2025. Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********** ******* regarding a DraftKings gift card that has been devalued.

As mentioned in previous correspondence, our records show that the card in question was devalued and refunded back to the place of purchase by a representative of the store where it was purchased on January 10, 2025. We have provided a screenshot of what our records show for the card in question; please note the Load Adjustment Debitdate and notes at the bottom of the screenshot. Because Blackhawk does not have the funds associated with the card, Mx. ******* will need to return to the place of purchase with a receipt to address any refund that may be available according to their policies. 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:02/07/2025
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.
My boss gave me a $250 gift card as a gift. I registered the card as instructed and checked the balance before I used it for a small purchase - the balance was $250. A day later there are multiple transactions listed that I did not make. I called the number on the back of the card and tried the website listed neither of which worked. When I checked ****** this is a known scam from ************************** (Blackhawk) that as soon as you register the card the balance disappears and there is nowhere to report it. ****** info directs you to giftcards.com saying giftcardmall changed to giftcards.com but when you try to inquire it says you have to call the number on your card. How can they get away with this?
Business Response
Date: 02/13/2025
February 13, 2025

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

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

Dear Aspen,

On February 7, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding unauthorized charges against a **** gift card ending in 4426.

Because the charges in question are within our sixty (60) day timeframe for a dispute to be made, we invite Ms. ***** to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charges by opening an investigation on her behalf. 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:02/06/2025
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 want my virtual card closed immediately
Business Response
Date: 02/13/2025
VIA BBB WEBSITE

February 13, 2024

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

RE: *** *****

Dear *****,

On February 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** ***** regarding wanting to close her virtual gift card.

I am emailing you regarding BBB complaint ******** concerning issues contacting us to close out your gift card. To better assist you, we would Like to invite you to contact our customer service team at ************ or reach our via email at ******************************************************. We sincerely apologize for any inconvenience Ms. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****,NV 89521
******************************
Customer Answer
Date: 02/14/2025
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:02/05/2025
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 bought this **** gift card (image attached) unknown date. I tried to redeem the card today and it would not work. I called customer support and they told me every month after the expiration date there is a $3.95 charge. The card expiration date is more than 13 months old so all funds are gone.The card says on it, Funds do Not Expire. But obviously that is incorrect because they ********** limited understanding of CA law makes me think this is also illegal.Documentation below:California Code, Civil Code - CIV ****** Current as of January 01, 2023 | Updated by FindLaw Staff (a) It is unlawful for any person or entity to sell a gift certificate to a purchaser that contains any of the following:(1) An expiration date.(2) A service fee, including, but not limited to, a service fee for dormancy, except as provided in subdivision (e).If you could get me a refund that would be great and/or do anything to hurt the company that would also be great. Thanks for the help.
Business Response
Date: 02/06/2025
February 6, 2025

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

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

Dear Aspen,

On February 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding funds from a ************** Awards card that have been removed due to *************** Fees.

Our records show a monthly service fee has been applied against the balance of the **** Awards card ending in 4581 beginning on October 16, 2023. A *************** Fee is not the same as the funds expiring; any funds on the card, had it been activated and used, would remain on the card after the expiration date of August 2023 and available to be reissued onto a new card.The Terms and Conditions for this card, located at *****************************************************, state "one month after the card expires, a monthly maintenance Fee will be assessed to your card as long as there are funds remaining. Although your Card may have an expiration date, the funds on your card do not expire".

The Terms and Conditions are available for Mr. ****** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. 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: 02/06/2025

Complaint: 22905937

I am rejecting this response because:
You charged me a service fee for dormancy
Documentation below: California Code, Civil Code - CIV ****** Current as of January 01, 2023 | Updated by FindLaw Staff (a) It is unlawful for any person or entity to sell a gift certificate to a purchaser that contains any of the following: (1) An expiration date. (2) A service fee, including, but not limited to, a service fee for dormancy, except as provided in subdivision (e)
Sincerely,

**** ******
Business Response
Date: 02/18/2025
February 18, 2025

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

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

Dear Aspen,

On February 6, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ****** regarding funds from a ************** Awards card that have been removed due to *************** Fees.

The statute referenced by ********* also states (d) This section does not apply to any of the following gift certificates issued on or after January 1, 1998, provided the expiration date appears in capital letters in at least 10-point font on the front of the gift certificate:

(1) Gift certificates that are distributed by the issuer to a consumer pursuant to an awards, loyalty, or promotional program without any money or other thing of value being given in exchange for the gift certificate by the consumer. Mr. ******* card is considered an Awards card as shown on the front of the card photo that was provided by Mr. ****** himself.

The Terms and Conditions are available for Mr. ****** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. 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: 02/19/2025

Complaint: 22905937

I am rejecting this response because:
California Code, Civil Code - CIV ****** Current as of January 01, 2023 | Updated by FindLaw Staff (a) It is unlawful for any person or entity to sell a gift certificate to a purchaser that contains any of the following: (1) An expiration date. (2) A service fee, including, but not limited to, a service fee for dormancy, except as provided in subdivision (e).

Sincerely,

**** ******
Initial Complaint
Date:02/05/2025
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.
On January 30th, 2025, we purchased three $100.00 gift cards from our local Kroger's for our grandson's birthday. On ******************, our grandson tried to activate the cards, two cards had already been activated and used. We contacted ******'s management and was told we had to file a claim with the Merchant, Blackhawk Network. We first tried calling the number on the back of the card but was not able to get connected to a representative because we could not provide the zip code the cards had been activated/used with. After googling the company to get a number we were able to speak with someone. Now we have provided all information they have requested, several emails back and forth and we feel we are getting the run around. They asked to provide the front and back of the cards, we did. They then asked to provide completed claim forms, we did. Then the asked for a selfie of myself holding my ID to verify it was me, I did but covered my ID number, DOB and personal information. Below are the details of the charges. The also asked for a copy of a current utility bill that I did not provide. Each time they send an email asking for more information it starts the 7-10 day waiting period over. Now when I go into their website to check the status of the cards I get "We are unable to process your request at this time" we are blocked from checking on the cards. Case#CS15310037 Card:******************* Charges $98,97 **** Card:******************* Charges $1.95 $1.95 $48.28 $46.81 ****/******
Business Response
Date: 02/14/2025
February 14, 2025

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

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

Dear Aspen,

On February 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regardingtwo MasterCard gift cards that have unauthorized charges.

On January 31, 2025, Case CS15310037 was opened by **. ****** due to roadblocks with using two MasterCard gift cards. An email was sent to ************************* to request a photo of the front and back of the cards, a clear color selfie of them holding their ID, and either a purchase receipt, activation receipt, or a bank statement reflecting the card purchase. The documents were received on February 2, 2025,save for the valid government ID and selfie. This was requested again on February 4, 2025, and was received on February 5, 2025.

On February 13, 2025, Dispute Cases DS0879899 and DS0879913 were opened to begin the process of working with the merchants associated with unrecognized charges against the cards. Our Dispute Team will be in contact with Mx ****** throughout the dispute process,and we invite them to contact our Dispute team directly by email at ******************************************** or by phone at ************** should they wish to inquire about the status of their disputes. 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:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having issues with this company for years! I keep getting kicked out of the site when I log in. I click the "contact" link and am now blocked. I have lost gift cards because of not being able to access the site. This happened when living in ** and its illegal for this type of gift card to actually expire. Today, I finally got in and clicked "view details" for the card I want and it doesn't do anything. I finally clicked the "contact" button and it wouldn't load. Suddenly it pops up saying I am now blocked. HELP PLEASE!!
Business Response
Date: 02/14/2025
February 14, 2025

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

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

Dear Aspen,

On February 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding roadblocks with accessing their online MyPrepaidCenter account.

We have sent a password reset link to ****************** and advise that Ms. ****** check her email inbox,spam folder, junk mail, or promotional folder for the reset link. If they have not already done so, we invite Ms. ****** to reach out via phone at ************* so a representative may provide any insight and troubleshooting that may be available. We sincerely apologize for any inconvenience Ms. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 02/14/2025

Complaint: 22904919

I am rejecting this response because: The link in the email doesn't work. When I request a new one, I get the same loop. See attached screenshot of what I get. These types of antics happen constantly with this company.

Sincerely,

****** ******
Business Response
Date: 02/18/2025
February 18, 2025

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

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

Dear Aspen,

On February 14, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ****** ****** regarding roadblocks with accessing their online MyPrepaidCenter account.

If Ms. ****** has not already done so, we recommend having her clear her browser cache and cookies as well as ensuring she is using a desktop browser such as Chrome or FireFox. We invite Ms. ****** to reach out via phone at ************** as referenced in the screenshot she provided so a representative may provide any insight and additional troubleshooting that may be available. We sincerely apologize for any inconvenience Ms. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 02/21/2025

Complaint: 22904919

I am rejecting this response because: Yes, I have cleared the cookies and cache. This is also the only website I am having issues with. Additionally, I live in a 3rd world country. Therefore, if I have to call them, I have to pay per minute. I can guarantee it won't be a quick call. **************** should be able to assist online.

Sincerely,

****** ******
Initial Complaint
Date:02/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 01/31/2025 I received a gift card for $50.00 and tried to redeem it by following these instructions "online exchange required--scan the ** code inside this pack or visit redeem.giftcards.com to select your egift(s) from participating brands" I tried scanning first and it failed so I went on the website--entered the card ************ number and was rejected because the numbers were invalid I thought something was funny since the instructions said to enter the 16 digits and my card has 19 digets---I then contacted their support number via email--their response was to give me a case number and would notify me in the future
Business Response
Date: 02/14/2025
February 14, 2025

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

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

Dear Aspen,

On February 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ********* regarding roadblocks with activating a gift card.

On February 3, 2025, Case CS15336062 was opened via our online Contact Form from ******************** to state that he was encountering roadblocks with activating a card. On February 5, 2025, we responded to request the card number, card type, the number on the back of the card beginning in 603, and the value of the card. A response with the requested information was received on February 6, 2025, and we responded with instructions on how to redeem the gift card. Mr. ********* responded to advise that the website that he had been trying to use was incorrect and he was able to redeem the card.

Our records show the card in question has been redeemed for a $50 Red ***** card under order ********. We are pleased to see that he has been able to redeem his card and invite him to contact our **************** team directly for any issues or concerns he may have in the future. 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
**************
******************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Blackhawk Network Holdings, Inc. is BBB Accredited.