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.

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

• 

  Blackhawk Network Holdings, Inc.

  129 Middle St # 2 Portland, ME 04101-5265

  
• 

  Blackhawk Network Holdings, Inc.

  3727 N Ventura Dr Arlington Hts, IL 60004-7952

• 

  Blackhawk Network Holdings, Inc.

  700 State Highway 121 Byp Lewisville, TX 75067-8119

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:01/27/2025

  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.

  Purchased a $500 **** gift card from a Kroger (Fry's) Grocery store on Dec 8 2024 to be given as a Christmas present. I registered the card as specified at Gift Card Mall on Dec 19, and placed it in an envelope on my desk at home. I gave the card as a gift on Dec 25. When the recipient tried to use the card for the first time on Jan 2 2025, the $40 transaction was declined for insufficient funds. We went to the website and logged in with our credentials, and the account showed that someone had already been using the card beginning on Dec 19, and had drained the account to $9.91 by Jan 2. Clearly they have been hacked and seem unconcerned about fraud. I contacted Gift Card Mall by email on Jan 2, 2025 and provided all of the info they requested (and more!), was given a case # and informed on Jan 18 that they would look into the issue and update within 24-48hrs. I email them every 2 or 3 days asking for and update, but I have received ABSOLUTLEY NO RESPONSE since the opening of the case on Jan 18. They provide no way to contact them except with the email form on the Gift Card Mall website. We are now at 9 DAYS without communication after telling me they would answer within 48hrs.

  

  Business Response

  Date: 02/07/2025

  VIA BBB WEBSITE
  
  February 7, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********* ****** *****
  
  Dear Aspen,
  
  On January 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding a **** gift card ending in 9047 that have unrecognized charges.
  
  On January 2, 2025, Mr. ***** contacted us by email regarding his concern. Case CS15067746 was created to assist Mr. ****** On January 10, 2025, Mr. ***** contacted us by phone and requested a follow-up, which he was advised that we required additional information such as the proxy number from back of the gift card in question,the location where the gift card was purchased, images of the gift card in question and the amount of the gift card. We have also requested for the registered name and full address on the gift card from Mr. ***** if the gift card was registered. On January 15, 2025, case CS15067746 was closed with no response received from Mr. ****** and Mr. ***** was advised to reopen the case by responding to case CS15067746 for further assistance.
  
  On January 17, 2025, Mr. ***** responded with the requested information. On January 18, 2025, an email was sent to Mr. ***** advising him that his concern was sent for review, and ******** was informed an update will be provided to him within ***** hours. On January 22, and January 24, 2025, Mr. ***** requested a follow-up. On January 29, 2025, Mr. ***** contacted us by phone and requested a follow-up, in which he was advised that additional information was required such as the images of the gift card in question, image of the proof of purchase of the gift card, a valid government-issued ID from Mr. ****** and a selfie holding the *** On the same date, Mr. ***** responded with the requested information. On February 4,an email was sent to Mr. ***** advising him that case CS15067746 was closed and a dispute case DS0875395 was opened to further assist Mr. ***** with their dispute. On February 5, 2025, an email was sent to Mr. ***** advising him that the dispute has won in Mr. ****** favor, and the dispute amount totaling $500.00 USD was credited back to Mr. ****** account.
  
  As of February 7, 2025, we can confirm the dispute amount totaling $500.00 USD was issued back to Mr. ****** account and the original gift card was replaced due to security precaution. ******** will be expecting to receive his replacement card within 7-10 business days from the issued date on February 5, 2025. Mr. ***** was also instructed to activate the new replacement gift card once received. 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: 02/14/2025

   
  Complaint: 22864017
  
  I am rejecting this response because:

  While the timeline provided to BBB by Blackhawk Network Holdings is not entirely correct, though substantially correct for the events or the month of January, there is still no resolution to the missing funds as of Feb 14.

  BNH has claimed to have contacted me by email on Feb 5 with the resolution in my favor and they would be mailing a new card and credited my account with the missing $500.  They have yet to do either.  

  To date, I do NOT have a new card; I cannot access information for the hacked card at **************************; and they have yet to contact me with ANY information regarding a resolution, despite their counter-claim.  Obviously, I cannot "immediately activate" a card they have not sent me.  

  Also, during my attempts to contact them during January, they changed the claim number, saying the reason there had been no action on my claim with them is that it had been sent (by them) to the wrong department (!!) and assigned a new case number CS15271891.  The info provided to BBB however references the original claim CS15067746 along with an associated dispute ID *********, which I have never seen.  

  I sincerely hope that BBB does not take Blackhawk Network Holdings at their word.  they do not appear to be entirely honest, or at least competent, in their handling of this fraud.   

  Sincerely,

  ****** *****

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

  

  Business Response

  Date: 02/28/2025

  VIA BBB WEBSITE
  
  February 28, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *****
  
  Dear Aspen,
  
  On Feb *******, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ****** ***** regarding a **** gift card ending in 9047 that have unrecognized charges.
  
  Our record showed the replacement gift card was issued to the mailing address that was previously registered to the original gift card. Please be advised that we have issued a new replacement gift card ending in 0298 to Mr. ****** mailing address at ************************************ ****, AZ *****. We ask that Mr. ***** allow the card to arrive within 7 to 10 business days. Should Mr. ***** not receive the card, we recommend that he contacts our **************** team directly by phone so a representative may provide any insight that may be available. We sincerely apologize for the confusion and 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:01/27/2025

  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 have requested detailed information regarding a gift card I purchased through ******, backed/sold by BlackHawk. I began communications with them during the Christmas holidays 2024 and still do not have my answer despite several follow-up emails. I want the bank statement stating where the gift card money was spent as the money was stolen from us.

  

  Business Response

  Date: 02/07/2025

  February 7, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *******
  
  Dear Aspen,
  
  On January 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding transaction information against a **** gift card ending in 5245 that was not provided.
  
  On December 20, 2024, Case CS14952526 was opened via email from ************************* to request information regarding receiving a transaction history for a **** gift card purchased through ******. A response weas sent on December 26, 2024, requesting the number on the back of the card beginning with ****************************************************************************************** case it was registered. We received the requested information on December 30, 2024. On January 2, 2025, we requested a copy of Ms. ********* utility bill or phone bill dated within the last sixty (60) days to validate her name and address.which was received on January 3, 2025.
  
  We opened Dispute Case DS0872779 on January 30, 2025, to begin a formal dispute investigation on Ms.********* ****** regarding unauthorized charges against the card in question ending in 5245. This Dispute Case was closed on the same date, with an email being sent to Ms. ******* to advise that a credit has been applied to a new card ending in 1987 which was sent to her on the same date. Ms. ******* should receive this replacement card within seven (7) to ten (10) business days from that date. If Ms. ******* does not receive the card on or before February *******, we invite her to contact our Dispute Support team by phone at ************* so a representative may provide ay insight that may be available. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  Date:01/25/2025

  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 p***aid ********** gift card issued by Blackhawk Network through my employer as a way of redeeming reward/bonus cash. When I chose the way in which to redeem the bonus, my decision was based on the list of merchants where the card could be used which included (and still includes) ***************. I tried to use the card at a *************** location today (Jan. 25, 2025) and it was declined. When I talked to customer service, they said it was because *************** is not one of the merchants where the card can be used (which is inconsistent with information on the website). I asked the customer service *** to read me a list of the merchants where the card can be used (since the website is incorrect), and she said she did not have access to this list. I have a total of 5 p***aid cards which I can no longer use in the way that I intended to use them when I selected them.

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *****
  
  Dear Aspen,
  
  On January 25, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding roadblocks with redeeming Hawk Achievers virtual wellness MasterCards.
  
  On January 25, 2025, Case CS15253544 was opened by Mr. ***** to request a merchant list for Achievers virtul Wellness cards as well as a concern that a *************** location was unable to accept his cards. A merchant list was sent, and Case CS15253544 was closed on January 27, 2025.
  
  While *************** may be listed as a participating merchant, location participation is dependent on that specific location due to *************** not making it compulsory to accept certain methods of payment as a condition of being a franchise owner. Our records show the card ending in 0186 has a balance of $492.10, the card ending in 7127 has a balance of $492.10, the card ending in 9758 has a balance of $173.94, and the card ending in 2001 has a balance of $248.85 as of today's date. Should Mr. ***** continue to encounter any roadblocks or have any questions regarding how to redeem the card, we invite him to contact our **************** team so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mr. ***** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  Date:01/24/2025

  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 issued a Mastercard by Blackhawk Network (BHN) for settlement of the Respironics CPAP issue for $155.63, On January 22, I tried to use it for an online order at Cracker Barrel and it was declined. I called customer service and got a representative from ********************* who told me I would have to wait a day for an email. The next day I got the email and it requested that I send them sensitive documents like my drivers license and a utility bill, which I refused to do since they could be used for identity theft, and was told that if I did not sent those documents that there was nothing I can do.Upon reading some of the other complaints on the BBB website, it appears to be their ****** addition, per their website, using the card as certain restaurants would get a 5% bonus. Of the six times I used at the appropriate locations, I got the bonus on the first three but not the most recent three.

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ********
  
  Dear Aspen,
  
  On January 24, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******** regarding a digital settlement virtual MasterCard that has been blocked from use.
  
  On January 22, 2025, Case CS15228421 was opened by Mr. ******** to address a MasterCard virtual settlement card ending in 2828 that he could not redeem. An email was sent to ************************* to request a copy of the email that he received with the e-gift link, a copy of a utility bill that includes his name and mailing address, a valid photo ID that included his mailing address, his name, address,email address, and phone number. This information was requested again on January 2, 2025, and January 27, 2025, with Case CS1522841 being closed on January 28, 2025, due to no response.
  
  Our records show the card 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. The documentation requested is required as part of the contract between the program administrator and Blackhawk to establish ownership between the cardholder and intended recipient; until and unless we receive what was requested, 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
  **************
  ******************************

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22855514
  
  I am rejecting this response because:  The information requested is of a sensitive nature and can be used for identity theft.  I  do not trust the company to keep my information safe.  I have read other complaints on the BBB website, and this is their standard operating procedure which allows them to keep the money for themselves unless somebody gives them this sensitive information.  I am unwilling to give them a copy of my drivers license and a utility bill, my late wife had her identity stolen when somebody got her drivers license number on the dark web, and I am unwilling to comply with this ridiculous demand.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ********
  
  Dear Aspen,
  
  On February 5, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******* ******** regarding a digital settlement virtual ********** that has been blocked from use.
  
  The documentation that was requested is a necessity from the card network associated with this gift card and is meant to establish a clear line of ownership between the person who is contacting us regarding the card and the registered cardholder. We empathize with Mr. ********* concern regarding the safety and security of his information and would like to reassure him that any documentation that is provided is stored in a safe, secure database. Should Mr. ******** wish to have his information removed from our records, we invite him to email *************** to submit this request. 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: 02/13/2025

   
  Complaint: 22855514
  
  I am rejecting this response because:  I do not trust the company to have my drivers license number.  There is no reason for them to have my drivers license number, this is a naked attempt to keep the money provided to me by a class action  judgement.  No other company requests that if someone's credit card is compromised.  Reading the other complaints shows that this is a way for the company to steal money from their card  holders.  The company is clearly corrupt and should not be a BBB member for their exploiting of card holders.  The amount of  complaints to BBB is incredibly high. .
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cashstar representing *** took my money for a $10.00 JCP gift card and did not email a order number, receipt or gift card. I reported this to **************. They were sure that the order would not go through. They gave me coupon points (REWARDS) to appease the situation. ( I foolishly believed that the PENDING would drop off since there was no order number.) NOTE: I called Cash Star. They said they had no order number. Today, I discovered that the $10.00 processed. NO CARD CAME. NO order number or receipt came.THIS IS FRAUD! They have my account information. I don't trust this company.They took my money and did deliver a product. This is not LAWFUL!JAN212025 JCPenney Clothing CS *JCPENNEY GC ************ ME Clothing -$10.00 Summary DESCRIPTION CS *JCPENNEY GC ************ ME TRANSACTION TYPE -ACCOUNT **** SIGNATURE ************* POSTING DATE 01/21/2025 TRANSACTION ID- ************ TRANSACTION CATEGORIES Clothing

  

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *******
  
  Dear Aspen,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a CashStar order for a *** gift card that was not received.
  
  Our research into the order in question shows that the gift card could not be delivered to the email address provided by Ms. ******** The order has been canceled and refunded as of January 24, 2025; we ask that Ms. ****** allow the funds to return back to the card used according to the standard timeframe set by the financial institution associated with the method of payment used to place the order. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22849606
  
  I am rejecting this response because: Unworthy of belief. I called Cash Star and reported the ** of the transaction. No attempt to help me was made. I was told to call *****************. Moreover, the internet validates how the poor record that Cash Star  has fulfilling gift cards.
  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 a CashStar order for a *** gift card that was not received.
  
  As mentioned in previous correspondence, the order has been canceled and refunded as of January *******; we ask that Ms. ****** allow the funds to return back to the card used according to the standard timeframe set by the financial institution associated with the method of payment used to place the order. If the funds have not been returned as of todays date, we recommend that Ms. ******* reach out to her financial institution so they may begin an investigation with our team to determine the delay. 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:01/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a gift card from my employer for $100.00 that was issued by **************************. In October, I called the 800 number on the back to check my balance. Shortly after I called that number my card was fraudulently used, withdrawing all of my funds. I did not notice this until I went to use my card the other day and the funds were completely gone. I called to fix this error and could not get anyone on the phone, only an automated system via the phone number on the back of the card. After some searching, I found and contacted the Blackhawk Holdings phone number. When I called, I was met by rude customer service in another country who was unwilling to assist me. I was persistent and was eventually transferred to someone who said I would be required to submit a copy of my identification. I explained how I was uncomfortable doing so due to the potential of fraud already happening. After a length of time on the phone with them, I was told I would receive an email with further instructions on how to get my card replaced. That was now 3 days ago and I have received nothing. This company seems to be running a scam of sorts and should truly be investigated. If you read the reviews online, I am just one of hundreds, if not thousands, of people who have had this exact same experience. It is truly fishy that multiple people have had their gift card information fraudulently stolen right after checking the balance on their card. I would like a timely resolution to reimbursing me the funds that were fraudulently stolen from my card.

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** *****
  
  Dear Aspen,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding the documentation request within Case CS15219281.
  
  On January 21, 2025, Case CS15219281 was opened by Mr. ***** to request information regarding a ********** gift card ending in 6376. An email was sent to ******************* on January 24, 2025, requesting photos of the front and back of the card, a valid government-issued photo ID, and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. This request was re-sent on January 28, 2025, with a response being received from ***************** on February 4, 2025. Dispute Case CDS0058965 was opened and closed on the same date, with an email being sent to Mr. ***** that the dispute had been closed in his favor and that a replacement card was being sent to him.
  
  The documentation that was requested is a necessity from the card network associated with this gift card and is meant to establish a clear line of ownership between the person who is contacting us regarding the card and the registered cardholder. We empathize with Mr. ***** concern regarding the safety and security of his information and would like to reassure him that any documentation that is provided is stored in a safe, secure database. Should Mr. ***** wish to have his information removed from our records, we invite him to email *************** to submit this request. 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:01/23/2025

  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.

  Received 22 prepaid Mastercards ($3,400 CND) via a points redemption for ************* A retailer tossed one of the cards out in ********* am simply trying to get it replaced, as there is a refund that was issued to *************************** have been useless! They are giving me the run-around & despite the fact that the card was issued/shipped along with 21 other gift cards to the exact same address (I still have a number of the other cards on hand) & yet they somehow cannot locate the one missing under the same redeption! I have even provided them with the transction ID/receipt for the original purchase on the missing card & the transaction ID for the refund that was issued & they have simply chose to be evasive & a total waste of time (spent hours on the phone with promises for a week & NO resolution)! Great way to treat a customer that obtained $3,400 worth of your cards! Shame on Blackhawk! I am a first time customer & this will likely be my last! Truly disappointed & the refund is for a mere $67.16 US!

  Customer Answer

  Date: 02/03/2025

  Hello Aspen B,

  
  

  I have spoken with ***** *****, the Director at Blackhawk & we have resolved this complaint/issue.

  
  

  On that note, I would like to close/delete this complaint & unfortunately, I could not find an option where I could do so on your site.

  
  

  Please advise.

  
  

  ****** ********.

  
  

  
  

• Initial Complaint

  Date:01/23/2025

  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.

  My sister sent my family 3 **** Gift Cards for the holiday. 2 of them are working well, mine was not working. ***** to use it originally online & it was declined. Then tried to use it on 1/5/25 & it was declined. Came home & went onto their website & registered the card as I had originally not, as I did not know you had to. Then tried to use it at the grocery store on 1/9/25 and it went thru for $.40. Checked their website and noticed some transactions that were not done by me based on their website (for $99.60) Called the number on the back of the card, was told it was registered to someone else. Which does not make sense, as this was given to me as a gift. I would like this resolved by either issuing a new $100 gift card or reloading this one. Somehow this card got used and I do not know how. **** Gift Card - Proxy number is ******************* Card number **************** ex. 7/32 code 924 I initially reached out to this company on 1/9/25. Was told I would receive a email, never did. I emailed them through their website ************** got a email with a case#CS15157938. I followed up with emails on 1/16 & 1/21. However they kept asking for more and more information. I supplied as much as I could. BUT, when they wanted me to supply them with a ******************issued photo ID - A clear color selfie holding your ID. Please ensure that your upper torso, shoulders, arms, and hands are fully visible in the picture, along with the *** I thought this is fishy...I told them I would not do that and I am reporting them to the BBB.

  

  Business Response

  Date: 02/03/2025

  VIA BBB WEBSITE
  
  February 3, 2025
  
  Better Business Bureau
  Complaint Case:  CS15236352
  
  RE: ******* ******
  
  Dear *****,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding unauthorized activity on her **** gift card ending in 0848.
  
  On January 13, 2025, our team received a call from Ms. ****** reporting an issue with unauthorized charges on her card. That same day, our team opened case CS15157938 to investigate this further. On January 15 and 16, 2025, ********* asked for an update on her case. On January 16, 2025, our team asked for the following information to be able to proceed. Order number, first and last name or the one who made the purchase, email address associated with the purchase, and a photo ID.
  
  On January 17, 2025, Ms. ****** stated she had received the card as a gift and did not have most of the previous information requested. She provided our team with the cards proxy number and where the gift was purchased.That same day our team responded, letting her know the information was being reviewed and we would reach out within ***** hrs.
  
  On January 19, 2025, our team reached out to Ms. ****** requesting images of the front and back of the card, purchase receipt, and a selfie with a government issued ID. On January 21, 2025, Ms. ****** sent us copies of the front and back of the card. However, Ms. ****** expressed concern about sending us photo identification. On January 24, 2025, we received notification that ********* had filed a complaint with the BBB on January 23, 2025. On January *******, our team reached to Ms. ****** requesting she send us a copy of her utility bill as proof of identity. On January 27, 2025, Ms. ****** sent us a copy of her bill.
  
  On January 30, 2025, DS0873208 was created for the dispute process. That same day the dispute was won in Ms. ******* favor. A new card was issued, and a credit was applied to the new card. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  ******************************

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not yet received the replacement card, but anticipate it should be arriving by mail soon. Should I have any issues the company has provided me with instructions. Thank you for your assistance in resolving this matter. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service 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 december 7th I received two virtual cards due to a data breach settlement and called to have the company mail the cards to me. I received one card on the 9th of december **** never received the second card. I've called the company many times to no avail. I do not have the second card and each time that I call the company seems unaware of the issue and says that they are resending which never happens. They haven't sent the card and clearly don't plan to.

  

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ****
  
  Dear Aspen,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding a physical Equifax disbursement card for $14.87 that has not been received.
  
  Our records show that the original card ending in 7081 was replaced as of January 23, 2025, for a second card ending in 4616. Further research shows that the card has been activated as of January 31, 2025, and retains a balance of $14.87 as of today's date. Should Ms. **** encounter roadblocks with redeeming this card, we invite her to contact our **************** team directly by phone so a representative may provide any insight that may be available. 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:01/22/2025

  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 received a $100 debit **** gift card from my son for Christmas and I was activating it online at *********************************** on 1/14/25 and the balance is .57 cents. Therefore, I called their number ************** and made a complaint. I spoke to ****** and stated he will forward my complaint to dispute department. In addition, he sent in an email to send in my government ID, picture of gift card front and back, bank statement and selfie of myself holding my ID. I emailed the picture of front/back gift card only due to uncomfortable sending my government ID, bank statement and picture of selfie of myself. On 1/17/25, I received an email back from them *** Support still asking for my forms of government ID and personal information. I emailed them back and stated I feel very uncomfortable sending them my IDs, personal information due to there's so many scammers and thieves out there online, cyber, everywhere. So far, I haven't get an email back from. them. I am still missing and waiting for my $100 reimbursement or refund. Info below: ***** *. Cardholder Dispute Services Email: ********************************************** Fax: ************** Disputes Phone Numbers:US and Canadian: ************** Australian: 61.1800.316.801 **************************** Ref:MSG43042504

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** ******
  
  Dear Aspen,
  
  On January 22, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding the documentation requirements for CS15172325.
  
  On January 14, 2025, Case CS15172325 was opened via a phone call from Ms. ****** to address unauthorized charges against a **** gift card ending in 9029. An email was sent to ******************* requesting photos of the front and back of the card, a valid government-issued photo ID, and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. We received photos of the front and back of the card the same day but did not receive the other requested documents. A second request was sent via email on January 17, 2025,and on January 18, 2025, Ms. ****** responded with concerns regarding submitting the photo ID. After consideration, we waived the need to submit the photo ID and sent an email to request a copy of a utility or phone bill dated within the last 60 days. On January 31, 2025, we attempted to contact Ms. ****** by phone to request this documentation and left a voicemail due to not being able to reach her. We received a response via email on February 1, 2025, and Dispute Case DS0874701 was created and closed on February 3, 2025, with an email being sent to Ms. ****** to state that the dispute had been won in her favor.
  
  The documentation that was requested is a necessity from the card network associated with this gift card and is meant to establish a clear line of ownership between the person who is contacting us regarding the card and the registered cardholder. We empathize with Ms. ******** concern regarding the safety and security of her information and would like to reassure her that any documentation that is provided is stored in a safe, secure database. Should Ms. ****** wish to have her information removed from our records, we invite her to email *************** to submit this request. 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
  **************
  ******************************