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.

  3727 N Ventura Dr Arlington Hts, IL 60004-7952

• 

  Blackhawk Network Holdings, Inc.

  700 State Highway 121 Byp Lewisville, TX 75067-8119

• 

  Blackhawk Network Inc

  25 Pearl St Portland, ME 04101-4178

  

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:01/21/2025

  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 Virtual Prepaid Mastercard worth $52.36 as my ***** v. Assurance IQ settlement payment. I completed the online registration and receipt for the card as needed. I used the card only once within the first week of having it at a *********** for about $35.00. A few days later I went to use the card again and noticed that it could not be used. The message in my ewallet was "Blackhawk Network has suspended use of this card.". I called their customer support that told me the card would be reactivated within 24 hrs. 3 days later the card was not reactivated yet. I called the customer support again about this and they told me that I had to show proof who I was by: *******************issued photo ID with date of birth.A copy of a Utility Bill showing the full Name and Address registered on the card to validate proof of ownership.Copy of the original email received informing of the reward and containing your retrieval link.I provided them with the copy of the original emails that I received for the prepaid card. They could see my email and phone number that were listed for the card registration. I was not going to send them my utility bill or id when they had other ways to authenticate who I was. I suggested that they send a secure code/pin to the phone number or email listed on the card for verification like most banks / credit card companies will do, but they would not. I also suggested sending the remaining balance on a physical card to the address the card was registered with, but again they said that they could not do this. I am requesting a new card or the existing card reactivated with the remaining balance of $17.52 owed to me.

  

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On January 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding a virtual settlement ********** that has been blocked from use.
  
  On January 11, 2025, Case CS15146986 was opened to address a concern from Mr. ******** regarding a virtual MasterCard settlement card ending in 603 he was encountering roadblocks with redeeming. An email was sent to ***************** to request a current government-issued photo ID with date of birth, a copy of a utility bill showing the full name and address of the registered cardholder, and a copy of the original email that was received which contained the retrieval link for the virtual card. We received a screenshot of the retrieval link but Mr. ******** declined to submit a photo of his ID or utility bill, citing security ***********. ******** was advised that the documentation was required for identity validation purposes and the information is not shared with any companies. *********** responded on January 14, 2025, stating one card had been sent to him and another was sent to his wife.
  
  Mr. ******** was advised on January 14, 2025, and January 15, 2025, that the intended recipient of this card needs to contact our **************** team for validation purposes. On January 16, 2025, we re-requested a copy of a utility bill that included his name and address and a photo ID or driver's license that contained his mailing address. We are and remain committed to assisting Mr. ******** with this matter and understand any concern this may cause/; however, until and unless we receive this information, we cannot take any action to unblock the card. This is a security precaution put in place by the program administrator as part of the contract with Blackhawk, and we cannot and will not override this mandatory stipulation. 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: 22837981
  
  I am rejecting this response because:  their request to have me send them a government id, utility bill or other documents that contain confidential information by email like I am opening myself up for fraud and also seems like extreme overkill.  I have worked with numerous credit card companies, banks and other financial institutions which to confirm your identify will send a code or pin to the email and phone number on file for verification.  I suggested this option to them and for some reason they cannot do it.  I told them to just send a code to the email or phone on file for the card when it was registered and setup but they insist on me sending documentation that was not needed to setup the card so why is it needed now.  

  They asked for the original email for the virtual card that was sent out for payment of the lawsuit.  I sent them the original email received along with the email confirmation that the card set up was completed.  Again this was not sufficient enough information for them.  All they have to do is send a code/pin to the contact information for the card to verify my identify.  

   

  
  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 rebuttal to our response concerning a complaint from **** ******** regarding a virtual settlement MasterCard 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, secured 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: 02/14/2025

   
  Complaint: 22837981
  
  I am rejecting this response because: It's the same response as before and it still unacceptable.   
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month I received a letter from the State of NY notifying me I had $300 worth of unclaimed gift card with this company. Those gift cards are from a while ago - at that time I had multiple family emergencies - husband was diagnosed with cancer, etc and I missed to follow up with them on my gift card, and later on it slipped my mind. It is also possible I never received those since they are not in my email inbox.Anyway, I followed the directions provided in the letter and claimed the funds successfully, receiving 3 tracking numbers, on 1/3/25. Since then the status of those claims never changed, and just says 'pending processing, check back later'. Additionally I have contacted them multiple times, both by filling out online form and sending email directly. Each time I would received an automated response saying my mail will be reviewed and responded to within ***** hrs.Never heard back on any of my contact attempts.

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********* **** *******
  
  Dear Aspen,
  
  On January 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding cards that have had funds escheated to their State's ********************
  
  On January 21, 2025, Case CS1516245 was opened to address concerns raised by Ms. ******* regarding three cards that had the funds removed. An email was sent to ********************* to request the ******************************************* the notification letter she had received advising her that the funds had been escheated. Ms. ******* responded with a photo of the letter she received which stated that the unclaimed funds needed to be retrieved via website.
  
  After reviewing the documentation provided by Ms. ******** we were able to confirm that she had received the replacement cards as of January 31, 2025, with Case CS15216245 being closed as Resolved on February 3, 2025. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prepaid gift card that I understand to have been issued by BLACKHAWK NETWORK **************** (*******), *********************************************** It said on the front it can be used online.I tried to make a purchase, and it did not go through.I went to ********************************************** to check balance -- I even tried registering it on the website to see if that would resolve the issue -- and kept getting a message saying, "We are unable to process your request at this time. If you continue to receive this error, please contact ********** services by calling the number on the back of your card."I called ************ and was on hold for half an hour -- and have wasted over an hour with this.I am requesting $250 as compensation for the wasted time.

  

  Business Response

  Date: 01/30/2025

  January 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, ****** Gyoshev     
  
  Dear Aspen,
  
  On January 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding roadblocks with redeeming a gift card.
  
  As of todays date, we have no record of this customer based upon the phone number and name provided; further,because there is no valid email address provided within this complaint, we cannot reach out to Mx. Gyoshev to research this matter more thoroughly to provide a possible resolution. We sincerely apologize for any inconvenience Mx. Gyoshev 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:01/18/2025

  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 redeemed a $200 virtual Mastercard gift card on Dec 22, 2024, but it was blocked and unusable everywhere. I contacted customer service, and they assigned me the ticket number CS14982903. Two days later, I received an email requesting a copy of my drivers license, which I sent. It has now been over a month, and I havent heard anything back. This is absolutely ridiculous.

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** *****
  
  Dear Aspen,
  
  On January 18, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding a replacement **** card that has not been received.
  
  Case CS14769222 was opened on December 5, 2024, by ******** ***** regarding unauthorized charges on a **** gift card. An email was sent to ******************* to request a photo of the front and back of the card in question, a clear color selfie of them holding the card, making sure that their upper torso, shoulders, arms, and hands are fully visible and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. The documentation was received from Mx.***** the same day, and Case CS14769222 was closed on December 8, 2024.
  
  Dispute Case DS0831525 was opened on December 8, 2024, and closed on December 17, 2024, in **. ******* favor, with a new card being sent with the disputed charge of $200 applied to the balance. **. ***** was advised to allow seven (7) to ten (10) business days for the new physical card to arrive. **. ***** responded on December 18, 2024,to request that the funds be sent via virtual card rather than a physical card.We responded on December 19, 2024, to advise that a virtual card would be sent to their email address, *******************, within twenty-four (24) to forty-eight (480 hours. On December 23, 2024, an email was sent to Mx. ***** to advise that the card had been temporarily blocked and requested that they contact us by phone so we could assist with unlocking, activating, and re-sending the card to their email address.
  
  Case CS14982903 was opened on December 23, 2024, to address a **** card that had been blocked from use. An email was sent to *********************** to request a photo of the front and back of the card, a valid government-issued photo ID, and a clear color selfie of him holding his ID, making sure that his upper torso, shoulders, arms, and hands are fully visible. The requested documentation was received on the same day, and on December 26, 2024, Mr. ***** requested an update to his concern. On February 3, 2025, an email was sent to ***********************, to re-request photos of the front and back of the card, a clear color selfie of them holding the card, making sure that their upper torso, shoulders, arms, and hands are fully visible and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. We received a screenshot of a virtual card ending in 9827 on February 5, 2025.
  
  On February 6, 2025, an email was sent to ***********************, advising that we had found inconsistencies in the details provided in his claim and that the information presented did not align with our records. Because of this, Mr. ******* claim was denied and Case CS14982903 was closed. 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: 02/12/2025

  Better Business Bureau:
  
    I was dissatisfied that ***'s customer support did not provide any details on why my card was blocked and seemed indifferent to my case. The BBB's response, on the other hand, was clear and sincere, so I am find with accepting the loss. Apparently there was something wrong with the card, that's why my card gets blocked after ******** gifted me the card.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/16/2025

  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 an e gift card for $100 gift to tagoin @*******. when i went to my email, I had an email from giftcards.com saying would you like to complete your order. I thought I had, but went a head and completed. I was charged for 2 but only one was sent. I went through zip to pay in 4 payments and have one more double payment. I have tried to resolve this and I keep getting the run around. They say I need to contact my bank. My bank has nothing to do with it. Zip says they will refund one of the gift cards after giftcards contacts them. If they don't want to refund they can send the 2nd card. I'm 69 and live on fixed income. Case #CS14781786

  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** ****
  
  Dear Aspen,
  
  On January 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** **** regarding a missing gift card that she was charged for.
  
  Our records show two orders,order numbers 9744-36300496-6121 and 9744-36682937-8416, both of which have been delivered to ************** and re-sent on January 17, 2025. If the recipient has not already done so, please have them check their spam folder,junk mail, bulk mail, or promotional folders on or around that date for these orders. 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:01/16/2025

  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.

  In December of 2024, I purchased a pre-paid **** card in the amount of $500 (plus 5.95 activation fee), paid for with ******* January 2025, I went to use the card for the first time and it declined. I went to the website listed on the back of the card, to check the balance and got an error message. I called the number on the back of the card. I navigated the phone tree, but was never offered the option to speak with a representative. When prompted, I entered the card's information and was informed the card was "no longer active", and the system hung up on me.The website offers no email address to contact for help, and the phone tree doesn't offer any option to speak with someone.I tried looking up the company that issued the card, but the only contact info I can find (other than a physical address in ****), is the same useless phone number I gave a retailer $500 to load onto this card and now the card is useless. There is no way to address my grievance or seek resolution, so basically, I've been robbed.

  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *****
  
  Dear Aspen,
  
  On January 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding roadblocks with redeeming a **** gift card ending in 9974.
  
  Our records show that the gift card ending in 9974 was devalued and refunded back to the place of purchase,Michael's, as of December 13, 2024; because the card was devalued and refunded back to the store at which the card was purchased, Ms. ***** will need to return to the point of sale with either an activation receipt or proof of purchase to address any refund that may be due to her in accordance with 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: 01/28/2025

   
  Complaint: 22819274
  
  I am rejecting this response because:

  I have been in contact with the business (BHN) and they have only been able to provide confusing and inconsistent information relating to this case. Each representative who I communicate with gives me different case numbers, dates, and explanations for what has occurred, and none have been able to provide any documentation that could back up their claims. The only documentation I have received was for a card not even related to this case. On the advice of my attorney, I will be taking this matter to court.

  
  Sincerely,
  
  **** Ocian

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *****
  
  Dear Aspen,
  
  On January 29, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** ***** regarding roadblocks with redeeming a **** gift card ending in 9974.
  
  As mentioned in previous correspondence, as well as in Case CS15201105, our records show that the gift card ending in 9974 was devalued and refunded back to the place of purchase,Michael's, as of December 13, 2024; because the card was devalued and refunded back to the store at which the card was purchased, Ms. ***** will need to return to the point of sale with either an activation receipt or proof of purchase to address any refund that may be due to her in accordance with 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: 22819274
  
  I am rejecting this response because:

  The business (Blackhawk) has never offered any proof of their position - that the money was returned to the store. All they've offered is statements saying "our records show...". I will not be satisfied with the resolution until those records can be shared with me. 

  In trying to resolve this matter, I've had many phone calls with customer service that were unhelpful and went nowhere. I've exchanged many emails that were equally unhelpful, and contained conflicting and confusing information. 

  I do not feel confident that this is a legitimate business and have been offered no reason that could change my mind. They have been uncooperative and unhelpful from the beginning. 
  
  Sincerely,
  
  **** Ocian

• Initial Complaint

  Date:01/14/2025

  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 got a reward through *** rewards. It was a **** ********** with various restrictions on the card. I am limited to about 20 very expensive stores. I cant even use it on ******. When I clicked on the award from the study I had completed as well as when I activated the card I was not made aware of the various restrictions on this card. I reached out initially to my study lead to see if I could get my reward switched over to an Amazon gift card as I could actually get something useful off of my award. The study lead fowarded me to BHN where I then got an email. I am now being ignored by costumer support and my issue is not being resolved. All I want is my 40 dollar gift card switched over to an ****** gift card. So I can use it.

  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding restrictions against redeeming a Rybbon virtual prepaid MasterCard at certain merchants.
  
  Any restrictions or limitations regarding how and where a virtual card may be redeemed are set by the program administrator; in this instance, Rybbon. Our records show that the card ending in *********************************************** 9149. This replacement card has a balance of $40 as of today's date; we invite Ms. ***** to 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 her ability within the strictures of the card network allowances. 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:01/14/2025

  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 $100 gift card which was purchased in a reputable store. Today I opened the packaging on the gift card to activate and use. I went to the website listed on the card ( ******************************************************************* ) to activate the card as well as ensure the balance was available. Once I set up the account by entering the card number and details, it showed my availability being only $0.68. I then observed the transactions to the card which had just occurred on todays date eliminating nearly the entire initial balance in my card. I contacted the company where Ive been given the run around instead of getting my money back. I was given a case number of CS15167959. This is an 8 digit case number but when you call to check the status bc you cant get through to the dispute center and youre placed on hold for an unlimited ridiculous amount of time, the require a 7 digit case number. This company is nothing but one large case of fraud. How can it even be sold in a multibillion dollar store??

  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding unauthorized charges against a **** gift card ending in 6835.
  
  Dispute Case DS0863562 was created on January 16, 2025 by phone call from Ms. ***** to address charges totaling $97.37. An email was sent to ***************** with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his/her name and address if a purchase receipt or activation receipt was **************. Young was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90)calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.
  
  On January 21, 2025, a replacement card was sent to the address associated with the original card in question and an email was sent to Ms. ***** to advise that a credit of $100 was applied to this replacement card. ******************* Case has been closed in her favor as of January 21, 2025. 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:01/14/2025

  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.

  It's completely difficult dealing with this company's dispute service and trying to recover funds. I ordered from ******** with this companies gift card and never received my order due to a language barrier from doordash drivers. The person delivered my items to the wrong door. I provided the necessary proof and evidence to the dispute team and they haven't even started the investigation at all. I opened this claim on the 6th of January. I haven't received a update or email regarding this claim. I'm not understanding what information has to be received from doordash but they obviously have a bad reputation of not giving people their money back even though proof is provided. They steal people's money and don't refund them at all. I ordered multiple items and they didn't deliver it to the correct door. I will jever order from door dash with this card, my bank would have recovered my funds more quickly. Dispute case #DS0854376 **************** keeps telling me different lies. How can this type of dispute not be expedited of not receiving your order that was supposed to be received the same day?

  

  Business Response

  Date: 01/27/2025

  VIA BBB WEBSITE
  
  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, Tabreka *******
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding the resolution timeframe for an existing Dispute Case DS0854376.
  
  On January 6, 2025, ********** contacted us by phone regarding two merchandises totaling $69.69 USD that were not receive. Dispute case DS0854376 was created, and an email with the dispute form was sent to Ms. ******* requested for documentations such as the date of contact, name of the person Ms. ******* contacted, screenshot of the contact with the merchant, screenshot of the merchants response, description of the services, copy of the purchase order confirmation, address where the service was supposed to be provided and the expected service date. Ms. ******* was also advised that the Dispute Form must be signed electronically or physically and sent back to us so we may begin our investigation with the merchant. On the same date, Ms. ******* responded with the completed Dispute form and the screenshots of the supporting documentations from the merchant regarding the merchandises that were not received. On January 10, 2025, Ms. ******* contacted us by phone requested for expedited resolution. On January 12, 2025, Ms. ******* submitted documentations showing the merchandises were delivered to different locations.On January 14, 2025, Ms. ******* requested for a follow-up on her concern. On January 15, 2025, an email was sent to Ms. ******* requested for a copy of the purchase order confirmation, address where the service was supposed to be provided and the expected service date. On the same date, Ms. ******* responded with the requested information. On January 22, 2025, Ms. ******* contacted us by phone requested for follow up on her concern, which she was informed about the resolution timeframe of ***** days to allow the merchants to investigate and respond to our request. On January 23, 2025, an email was also sent to Ms. ******* regarding the resolution timeframe.
  
  As of January 27, 2025,Dispute case DS0854376 is resolve, and an email is sent to Ms. ******* advising her that the dispute has won in Ms. ******** favor, and the dispute transactions totaling $69.69 USD has issued back to Ms. ******** account,which is available for Ms. ******* to redeem. 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:01/14/2025

  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 prepaid virtual card from an ************ settlement for approximately $7.00. I spent the card and I look on the website to try to cancel the card because I see they will charge a $5.95 inactivity fee going forward in the future if there is account inactivity. There is NO option whatsoever to cancel my card on the website or indication this should be done. I finally managed to get ahold of a customer service person on the phone and he tried to convince me to keep the card open and racking up fees under my name because he said their company would not pursue trying to get the fees collected from me when there is no balance on the card. This was an incredibly shady response in my opinion. It took me an hour to speak to a human to help with this because their phone system is a bunch of automated robots. A legitimate financial account NEEDS to have a method for cancellation and it should be listed so it is not enshrouded in mystery especially if fees are being accrued.

  

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding concerns about an Equifax disbursement card accruing fees after the balance is zero.
  
  As advised in the "About Your Virtual Card" section of the Terms and Conditions for this card,available here: *************************************************  " Your Virtual Card account does not constitute a checking or savings account and is not connected in any way to any other account you may have. " Because of this, there are no accrual of fees against the cardholder once the balance on the card becomes zero because there are no funds from which to pull said fees. Further, because the card is non-reloadable, once the balance becomes zero the card cannot be used and becomes essentially inactive for any purpose.
  
  The Terms and Conditions are available for Ms. ***** to review at any time, and we encourage and recommend that any 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 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
  **************
  ******************************