Complaints

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

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• 

  Blackhawk Network Holdings, Inc.

  6220 Stoneridge Mall Rd Pleasanton, CA 94588-3260

  
• 

  Blackhawk Network Holdings Inc

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

  
• 

  Blackhawk Network Holdings, Inc.

  129 Middle St # 2 Portland, ME 04101-5265

  
• 

  Blackhawk Network Holdings, Inc.

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

• 

  Blackhawk Network Holdings, Inc.

  3501 Olympus Blvd Ste 200 Coppell, TX 75019-6292

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:01/14/2025

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

• Initial Complaint

  Date:01/13/2025

  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 son, ****** *****, purchased an e-gift card Christmas gift on 12/24/2024 for Home Goods thru Blackhawk's ************. When we tried to validate the gift card shortly after Christmas, the web site had issues and wouldn't validate. I tried various ways to get it to work, but it wouldn't. I contacted the merchant who seemed clueless, gave lots of info twice, eventually they said my son needed to contact them. He has twice now, and I did again with a copy of the receipt. They have simply stopped responding to any inquiries.

  

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *****
  
  Dear Aspen,
  
  On January 13, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding a gift card associated with order 9740-57335519-3228 they are unable to use.
  
  On January 12, 2025, Case CS15152639 was opened via an email to our online Contact Form from ************************* stating that the recipient of a gift card was unable to redeem it. A response was sent on January 14, 2025, advising that the order had been sent to ********************* on December 24th and providing instructions regarding how the card can be redeemed online as well as ***********. Bigam advised that the code was invalid, at which point we requested a screenshot of the error message and invalid code so we could investigate further. Mr. ***** responded with a screenshot of the error message being received on January 15, 2025, and the card was replaced on January 17, 2025.
  
  Should the intended recipient continue to encounter roadblocks with redeeming the HomeGoods card associated with the order, we invite them to contact *********' **************** team by phone so a representative may provide any insight that may be available, as we are unable to view the redemption information for this type of card. 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:01/13/2025

  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 6/15/24, a $100 gift card was purchased at my local Publix. When I attempted to use the gift card, I found the card was difiled. I called in and found that that card had been used and returned for repurchase. The company opened a case on 8/1/24 to send me a replacement card. Long story short, Ive called in numerous times since (over 10 times), just to be told that theyre sending me a replacement card. Upon receipt of the card both physically and electrically, Blackhawk reverses the amount from $100 to $0. Every time I call they say they dont know why this is happening and theyll send me a new card but never do. Below, Ive attached the original case number from 8/1/24 in the account/order/tracking number text field.

  

  Business Response

  Date: 02/07/2025

  VIA BBB WEBSITE
  
  February 4, 2025
  
  Better Business Bureau
  Complaint Case:  22792167
  
  RE:******** *******
  
  Dear *****,
  
  On January 13, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ******* regarding unknown activity on her **** gift card ending in 9523.
  
  On August 1, 2024, we received a call from Ms. ******* regarding an issue with her gift card funds being drained before she had a chance to use them. Our team initiated dispute case DS0720050, and informed MS. ******* she would receive an email shortly requesting information for the dispute process. Our team also informed Ms. ******* that the process can take anywhere from 30 to 60 up to 90 days.
  
  That same day our disputes team also requested the following information be sent;pictures of the front and back of the card, the proof of purchase receipt or activation receipt or if the card was purchased with a credit or debit card,Ms. ************* may provide the bank statement reflecting the card purchase. If Ms. ************* was unable to provide her purchase receipt or a copy of a bank statement, we requested that she please provide a copy of his utility or phone bill to validate her name and address. We also requested a complete dispute form from Ms. *************making sure that all the disputed transactions are listed correctly, all of Ms. ******* s information was filled in correctly and the form was signed either physically or electronically.
  
  On August 12, 17, 22, 27, and September 1, 2024, we again requested a response to the requested information so our team may proceed with the dispute process.
  
  On September 1, 2024, Ms. ******* contacted our team requesting that the email be recent that listed the request information. On September 7, 2024, our team sent the requested email to Ms. ******** That same day the dispute was won in Ms.******** favor.
  
   On October 21, 2024, our team received a call from Ms. ******** creating a secondary case CS14313586, requesting to know where her money was. Our team informed Ms. ******* that once we received the requested information, we could begin the dispute process. Our team closed case CS14343186 to continue working from the original dispute case. Our team investigated the matter and to meet in a timely manner they expedited a second replacement card as the one Ms. ******* received was not working.
  
  On November 2, 2024, we received a call from Ms. ******* saying she still did not have access to her funds. Our team initiated a digital replacement instead for Ms. ******* and advised it would take 24-48hrs to receive. On November ******** Ms. ******* called back requesting that we provide a physical replacement not a digital.
  
  On December 16, 2024, Ms. ******* called again requesting a physical card. Our team again reissued the physical card. Ms. ******* was advised 7-10 business days to receive the new card.
  
  On January 13, 2025, Ms. ******* contacted the BBB requesting further assistance.On complaint team reached out to our disputes team for further assistance on resolving Ms. ******** issue. On January 31, 2025, we received confirmation that a physical card was issued to Ms. ******* 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 *****

• Initial Complaint

  Date:01/11/2025

  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.

  December 14 I transferred $100.00 from a ***** account to a gift card I earned from ******************** There was a fee of $1.25 to do this. I was allowed to make the transfer. There we were no messages stating I couldnt. The gift card had $150.00 on it to start. This was my first experience with *****. The gift card took the transfer as a purchase and deducted the money. So now my gift card, which Im thinking because it was a deposit should be $248.75. But they deducted it, and now there is only $51.75 remaining, and Venmo account is zero. I am out $200.00 due to this. ***** has not helped. Credit card company keeps tossing me around and around.

  

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *******
  
  Dear Aspen,
  
  On January 11, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding a transfer from Venmo to a Tango promotional card ending in 6790.
  
  On December 17, 2024, Dispute Case DS0838278 was opened to address disputed charges totaling $98.25 against a Tango MasterCard gift card ending in 6790. An email was sent to ********************* with a Dispute Form, requesting that Ms. ******* made a good-faith effort to address the issue with the merchant prior to contacting us to address the concern in question by providing contact details with the merchant, such as the date of any contact, the name of the person they spoke to, the method of contact used, any response received from the merchant in question, a description of what was purchased, and written explanation of how the merchandise was not as described or was defective along with photo documentation. Additional information was requested as well, including a date of return if the merchandise in question was returned, the shipping company used to return the merchandise, and any tracking number provided for the return of the defective merchandise **** ******* 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, and options on how to submit the form by email and by fax as well as an explanation why the investigation takes that long. A follow-up call was made on December 21, 2024,re-requesting this information to be provided by email.
  
  On December 27, 2024, we received a phone call from Ms. ******* to explain that she had attempted to transfer money from her Venmo account onto the card and we advised her that this type of transaction was not allowed, hence why the transaction was processed as a charge rather than a credit. Ms. ******* agreed to send the requested information. We received the documentation Ms. ******* sent on December 28, 204, and an email was sent to her on January 3, 2025, to remind her to allow up to ninety (90) days for us to complete our research with the merchant associated with the charge. On January 13, 2025, an email was sent to Ms. ******* to advise that her dispute had been closed in her favor and that a credit of $150 was applied to the card ending in 6790. Due to the nature of this type of card as set by the program administrator, Ms. ******* will need to address any missing funds from her Venmo account with Venmo directly. 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:01/10/2025

  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.

  On 10 - 19 - 2024 My mom purchased a **** Gift card for my birthday.I made two purchases:My first purchase, the card was initially declined. I called the back of the card, set up the PIN number and the automated teller said to set up an account online and register the card so its protected etc. So I set up my pin and made two purchases: (Both are rounded up since I don't have the exact amount in front of me) 1) Location: 7/11 in ********, ** Amount: $15 2) Business: Amazon Amount: $20 That night I register the card, no issues. But the following day, card declined and when I called to check the balance, it transferred me to a customer service rep ******** who was great. He told me that the card was registered to a different name then the one I had put in. And that I would need to follow up with their dispute department and send in validation documents. That same night he emailed me which was October 23 Ref:MSG41554129 Requesting validation documents Then on November 14, 2024 I receive a follow up email (See pictures) stating that because I did not reply in enough time, the dispute was resolved. Ref:MSG41554129 I reply with documentation to that email November 14, 2024. November 16 Ref:MSG41579751 I get another email requesting validation information. November 25 I reply again with validation documents November 27 Ref:MSG41819469 Old case closed (CS14336001) New one opened (DS0821397)November 27 Ref:MSG41819624 I get an email confirming my identity documents as sufficient and that I no longer had to do anything. A gift card will be sent with the full amount and disputed amount and would arrive 7-10 business days. December 4 - I follow up asking if it is sent by mail or email. No response December 18 I follow up again, expressing need for the money and still hasn't come. December 18 Ref:MSG42291930 Stating my email is being forwarded. No response. January 10 - Still no card, no response. Sent to BBB for complaint escalation.

  

  Business Response

  Date: 01/21/2025

  VIA BBB WEBSITE
  
  January 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *********
  
  Dear Aspen,
  
  On January 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ********* regarding a replacement **** gift card that has not been received.
  
  On January 19, 2024, an email was sent to Ms. ********* to verify her mailing address that was on file. ************ was also provided with a virtual replacement option. On the same date, Ms. ********* responded accepting the virtual replacement option. On the same date, an email was sent to Ms. ********* advising her that a virtual replacement gift card totaling $68.74 USD was requested to be sent to Ms.Holmstroms email address.
  
  As of January 21, 2025, we can confirm a virtual replacement gift card ending in 3565 has been issued to Ms.Holmstroms email address at ***********************************,which Ms. ********* may find her gift within the Spam Folder, Junk mail or Promotional folder, if it did not arrive to her email Inbox.  We sincerely apologize for any inconvenience ************ may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I am impressed with *********** customer service team and there dedication to solving customer complaints. 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:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A **** gift card was purchased 12/31/24. Card was activated, the funds were fraudulently used same day. Complaint was made with Blackhawk network. Multiple attempts to follow up after requested documentation was provided, no response and constant instructions to wait for additional email. However they never sent emails.

  

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *****
  
  Dear Aspen,
  
  On January 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding her dispute with some unauthorized transactions on a **** gift card ending in 2764.
  
  On January 1, 2025, Ms. ***** contacted us by phone to report unauthorized activities on her **** gift ********* CS15064076 was created, and an email was sent to Ms. ***** requested for the images of the gift card, the proof of purchase of the gift card, an image of Ms. ***** photo ID, and a selfie with the photo ID. On January 2, 2025, ******** responded with the requested documentation. On January 6, 2025, Ms. ***** contacted us by phone to follow up with her concern and was advised that her concern was under review and an update will be sent to her by email. On January 11, 2025, an email was sent to Ms. ***** with the Dispute Form, and a copy of the transaction history to identify the transactions that were unauthorized. On the same date, Ms. ***** responded with the signed Dispute Form and the photo ID. On January 14, 2025, case CS15064076 was resolved, and an email was sent to Ms. ***** advising her that a Dispute case DS0861766 was created to assist her concern. An email was also sent to Ms. ***** with the timeframe to resolve the dispute. On January 16, 2025, an email was sent to Ms ***** advising her that the dispute was won in Ms. ***** favor, and a replacement gift card will be issued to Ms. ***** mailing address on file.
  
  As of January 21, 2025, we have confirmed a replacement gift card with the total of $120.00 USD was issued to Ms. ***** on January 16, 2025. Ms. ***** should expect to receive a gift card within 7-10 business days from the issue date. Ms. ***** may also contact our Dispute Team for further assistance at ************** should she have any further questions or concerns. 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:01/10/2025

  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.

  This is the 3rd gift card I received over the course of 5 years that wouldnt work. It was beyond frustrating the first two times to find a solution that I had given up. The most recent was within a few weeks. I received a card as soon as I opened it up at Christmas I already knew it was trash. Lo and behold I tried using it, declined. Was told it activates at register when purchased. Well it didnt work, so the store said I needed to activate it. Went out to my car tried, denied, denied and denied again. Log in, set up an account to activate it, do that that then Im able to see it was used the day before at some mall in another state BEFORE I EVEN ACTIVATED IT! Obviously corrupt employees are hacking cards. I call, I dispute, I get a case number and Im on this call for two hours. Im told Ill be getting a email shortly after to preceded the final steps. NOTHING also told the card was cancelled and a new one was being sent. NOTHING! I call back, I hop on the chats and email and nobody knows anything. They keep giving me a new case number, and wanting to start all over again.

  

  Business Response

  Date: 01/31/2025

  VIA BBB WEBSITE
  
  1/31/2025
  
  Better Business Bureau
  Complaint Case:  22793224
  
  RE: ******* ****
  
  Dear *****,
  
  On January 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* **** regarding an issue with unauthorized charges on her **** gift card ending in 3931.
  
  On December 30, 2025, we received a call from Ms. **** causing case CS15048938 to be created. Ms. **** called our team in regard to unauthorized activity on her **** gift card ending in 3931. That same day we created case CDS0020655 to begin the dispute process with the merchant on behalf of the card holder. Our team also sent a dispute form to Ms. **** and proof of purchase letter requesting the proper documentation.
  
  On January 2, 2025, we received a separate email from Ms. **** which opened a new case, case CS15075504. Stating that if we did not resolve this issue immediately, she would be contacting the BBB.
  
  On January 3, 2025, our team reached out to Ms. **** requesting the following information in order to proceed with our investigation. On January ******, we received a follow up email stating that she had spent an hour on the phone and had not received the resolution that she wanted. On January 9, 2025, ******* messaged us requesting a resolution. That same day our team reached out to Ms. **** again requesting the information needed to move forward. On January 10, 2025, Ms. **** emailed our team on case CS15075504, requesting to speak with a supervisor, confused as to why she was starting on another case.
  
   On January 11, 2025, our team reached out to Ms. **** from case CS15048938 in order to request the still missing information. Requesting she respond to the dispute case being worked CS0020655. That same day Ms. **** responded upset not wanting to respond to the disputes teams case stating that they should just be combined. Our team reached back out that day expressing the CS15048938 was closed because a disputes case DS0859875 was opened and being handled with the disputes team and to please respond to that case as they would be the ones to resolve her issue. This same day our disputes team determined that a final credit was won and would be issued to *******.
  
  On January 12, 2025, Ms. **** stated she had not received a new gift card for the reissued funds. On January 13, 22, and 24, 2025, our team attempted to call Ms. **** to confirm if she would prefer and physical or virtual reissue.  On January 28, 2025, our team called again to attempt to confirm if a new card was received. On January 29, 2025, our team sent a letter asking Ms. **** to confirm that she had received her card and used it at **********.
  
  At this time we have yet to receive any further response from Ms. ******* there are any issues, we would like to invite Ms. **** to contact our customer service team. We sincerely apologize for any inconvenience Ms. **** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  ******************************
  

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28.24, I was charged $486.20 by ******* (Transaction Ref.: WF *ALLMODRN4283275506 Boston MA ***** US). However, I did not receive any of the items associated with this transaction. All packages were explicitly refused at the time of attempted delivery, and the goods were promptly returned to the merchant. The merchant has been and remains in possession of their returned items for well over a month now. Since I neither accepted nor retained the goods, the transaction is INVALID. I promptly disputed this charge with my prepaid card issuer (Blackhawk Networks / BHN) and provided all necessary details, including confirmation that the goods were returned to sender via *****. Despite this, to date *** has failed to resolve the dispute in accordance with Regulation E under the *************** Transfer Act, offering no justification for this unwarranted delay. Moreover, I had formally requested reasonable accommodations under the *** for expedited resolution due to my role as the primary caregiver of a severely disabled child, including the issuance of provisional credit for the disputed amounts while the investigation is ongoing, as required under ****************** requests have been ignored, further compounding the hardship caused by BHNs willful unnecessary delays and repeatedly requested redundant information. As a result, I filed a complaint with the ************************************ (****) although **** process allows the company up to 60 days to respond, which has exacerbated the financial hardship caused by *** inaction. This has left me without access to $486.20 for almost two months, imposing significant financial strain & directly impacting my ability to manage critical expenses.This situation exemplifies poor handling of a valid dispute, disregard for *** rights, and a failure to act in good faith. I am seeking immediate resolution of this matter, including the permanent reversal of the invalid charge and compliance with my *** accommodation request.

  

  Business Response

  Date: 01/30/2025

  January 24, 2025
  
  Better Business Bureau
  Complaint Case:  22792835
  
  RE:****** *******
  
  Dear *****,
  
  On January 10, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding unknown activity on her Mastercard ending in 6332.
  
  On December 3, 2024, we received contact from Ms. ******* regarding unauthorized charges on a MasterCard gift card ending in 6332 for the amount of $486.20. Dispute Case DS0826777 was created, and 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 unavailable. Ms. ******* 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 December 24, 2024, we received a follow up email from Ms. ******* requesting immediate resolution. On December 26, 2024, Ms. ******* reached out stating that she was unable to access her account for the balance on the Mastercard gift card ending in 3915. On December 27, 2024, we received a separate email stating that Ms. ******* had not received her credit for $52.00 and $25.00. The separate email triggered a second dispute case in our system, creating DS0845960. On this same day a dispute letter and form were sent to Ms. ******* from the new case.  On December 31, 2024,we received an email on the original dispute case, DS0826777, stating that ********** was requesting to the dispute the charges in the amount of $486.20,$52.90, and $6.95.
  
  On January 4, 2025, a service dispute letter was sent to Ms. ******** for the amount of $486.20 since the product was returned to the merchant but had not received a refund from the merchant yet. That same day Ms. ******* confirmed she had never received the product and was disputing the transaction for $52.90 as well. On January 12, 2025, under dispute case DS0845960, the merchant credited back the amount of $52.90. On January 14, 2025, we received an email from Ms. ******* requesting immediate resolution on dispute case DS0826777. On January 19, 2025, an email was sent to Ms. ******** stating the dispute in question was won and a credit was issued under dispute case DS0826777. On January 21, 2025, a second email was sent under dispute case DS0845960, stating that a credit for the amount of $52.90 was applied and that the dispute was closed in her favor.
  
  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: 01/31/2025

  Response to BBB Complaint 22792835
  

  Date: January 31, 2025

  
  I reject Blackhawk Networks (BHN) response, as it is both factually incorrect and misleading.
  
  First, the response references an unknown individual named '**** *******,' who has no connection to my case. This blatant inaccuracy raises serious concerns regarding **** competence in handling financial disputes, particularly under Regulation E of the *************** Transfer Act (EFTA), 12 C.F.R. *******, which mandates precise and timely handling of consumer disputes.
  
  Second, BHNs response misrepresents key facts and fails to acknowledge multiple violations of consumer protection laws:
  
  1. Failure to ********************************* *** completely ignored my formal request for an *** accommodation under 42 U.S.C. 12182(b)(2)(A)(ii) for expedited dispute resolution. They fail to even mention this request in their response, let alone explain their failure to comply with federal disability law.
  
  2. False Claim of ************* Refund ($52.90) BHN misleadingly claims it resolved this dispute. In reality, I obtained this refund independently through my own Better Business Bureau (BBB) complaint against ****. BHN played no role in securing this refund, yet falsely attempts to take credit for it.
  
  3. Regulation E Violations Under 12 C.F.R. *******(c)(2)(i), BHN was required to issue a provisional credit during its investigation of the $486.20 ******* dispute. It did not. This failure constitutes a clear violation of federal consumer protection laws governing prepaid accounts.
  
  4. Improper $6.95 Replacement Card Fee BHN reversed this fee only after escalation, yet fails to acknowledge that it was improperly charged from the outset on a digital card. This demonstrates unfair and deceptive practices in violation of 15 U.S.C. 45 ************************* Act).
  
  5. Deliberate Delays & Systemic Mismanagement BHN deliberately prolonged this dispute for over 50 days, despite irrefutable proof that the ******* merchandise was never accepted and remained in the merchants possession.

  
  
  Formal Request for Correction & Accountability
  

  BHNs response is unacceptable and lacks the necessary accountability for its numerous consumer protection violations. As such, I demand:
  
  1. Formal Acknowledgment of **** *** ************** Regulation E violations, and false claims regarding the **** dispute

  2. Corrective Measures BHN has taken to ensure similar failures do not occur with future consumer disputes.

  3. Public Statement from *** within the BBB platform acknowledging its errors and misrepresentations.

   

  This rejection will also be included in ongoing regulatory complaints against *** with the ***** OCC, and relevant state consumer protection authorities.
  
  I will consider this matter unresolved until *** provides a legally and factually accurate response that properly accounts for its violations and misrepresentations.
  
  Very truly yours,
  ****** *******

  

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  Better Business Bureau
  Complaint Case:  22792835
  
  RE:****** *******
  
  Dear *****,
  
  On February 5, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from ****** ******* regarding unknown activity on her gift card Mastercard ending in 3915.
  
  We would first like to apologize for any inconvenience Ms. ******* had. Ms. ****** mentions *** accommodation under 42 U.S.C. 12182(b)(2)(A)(ii). We would like to address this.
  
  42 U.S.C.  12182(b)(2)(A)(ii) of the Americans with Disabilities Act (***)requires public accommodations to provide reasonable modifications to their policies, practices, or procedures to ensure equal access for people with disabilities. Reasonable modifications include:
  Making services, facilities, and programs accessible
  Providing auxiliary aids and services
  Removing architectural barriers
  Modifying policies to allow service animals
  Ensuring accessible check-out aisles
  Making accessible seating and ticket sales
  
  No where in *** accommodation under 42 U.S.C. 12182(b)(2)(A)(ii) does it reference the need for Blackhawk Network to break protocol with its gift cards. The protocols we have in place are meant so we can provide adequate time for our card partner to respond and to dispute charges with the banks.
  
  While Ms. ******* may have received a separate credit from ***** the disputed charges of $52.90 and $25 were directly credited back to Ms. ********* card as a result of our dispute process. Blackhawk Network is the one who applied the credit to your gift card.
  
  Ms.******* also mentions 12 C.F.R. 1005.11(c)(2)(i). First and foremost Under 12 C.F.R.  1005.11(c)(2)(i), which is part of ***************************** Transfer Act), a financial institution is generally not required to provisionally credit a consumer's account if the alleged error involves a prepaid account, like a gift card, unless it is a payroll card or government benefit card; meaning if you dispute a transaction on a standard gift card, the bank may not have to immediately credit your account while they investigate the issue. 
  
  However,even with above forementioned, on January 19, 2025, Blackhawk network issued a provisional credit to *********************** gift card ending in 5206 in the amount of $486.20. The provisional credit was removed on February 6, 2025, so a final credit of $486.20 could be applied that same day to Ms. ******** card.
  
  Ms.******* also mentions 15 U.S.C. 45 ************************* Act), the *** Act prohibits unfair or deceptive practices, such as misrepresenting material facts or charging excessive fees. While we understand the replacement fee seemed unfair in Ms. ******** opinion, under the "Fees and Expiration" section of the Cardholder Agreement state that a Replacement Card Fee of $6.95 will be applied should the card need to be replaced. 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.
  
  However,due to the nature of the replacement, Blackhawk Network made an exception for Ms. ******* and reversed the card replacement fee.
  
  Lastly,as per the rules set forth by the card network associated with this gift card,we must allow the merchant up to ninety (90) calendar days from the date all documentation is received for them to provide any documentation supporting the charge in question. Should the information the merchant provides not be considered compelling evidence that the charge is accurate, or should they not provide any documentation at all within the timeframe specified, the dispute will be resolved in Ms. ********* favor.
  
  The reason being for this is because gift cards are anonymous products, we must validate that our cardholders are the true purchasers or intended recipients by reviewing the proof of purchase ect.
  
  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: 02/11/2025

  RE: BBB Complaint 22792835
  Date: February 10, 2025
  
  Dear BHN Regulatory Complaint Team,
  
  Your February 5th response is legally indefensible, riddled with factual misrepresentations, and demonstrates systemic ********** failures that warrant immediate correction.
  
  I. BHN's Misinterpretation of the *** is Factually and Legally Wrong
  
  Your attempt to narrowly limit BHN's obligations under 42 U.S.C. 12182(b)(2)(A)(ii) demonstrates either a deliberate misrepresentation or a fundamental misunderstanding of the ***'s reasonable modification mandate:
  
  1. Your restrictive view of *** ********** has been expressly rejected by the *************. See ************** *. ******, ************, ****** (2001) (holding that "reasonable modifications" cannot be limited to physical accommodations only).
  
  2. The Supreme Court has explicitly mandated accommodations that modify standard business practices. See **************** *. *******, 535 U.S. 391, 397 (2002) ("The Act requires preferences in the form of 'reasonable accommodations' that are needed for those with disabilities to obtain the same [services] that those without disabilities automatically enjoy.")
  
  3. Federal law requires businesses to assess reasonable modifications on a case-by-case basis. See ******** v. *************************, 685 F.3d 1131, 1135 (9th Cir. 2012) (rejecting categorical denials of accommodations). Your failure to conduct an individualized assessment violates 28 C.F.R. 36.302(a).
  
  4. The *** explicitly requires modifications to policies, procedures, and practicesincluding dispute resolution processes. See **** ** *. v. N.Y. State & Local Ret. Sys., 707 F.3d 144, ****** (2d Cir. 2013) (holding that the *** may require modifications to standard operating procedures).
  
  5. Your argument that *** is exempt from modifying its dispute process is meritless. The *** does not allow an entity to refuse an accommodation simply because it prefers not to modify its protocolsit must show an undue burden, which BHN has never even attempted to establish.
  
  6. Your failure to acknowledge this legal standard suggests either intentional non********** or gross incompetence in ***'s *** ********** program.
  
  II. ***'s Misrepresentation Regarding the **** Credit Constitutes a Deceptive Business Practice
  
  Your response falsely claims that *** secured the $52.90 **** credit. In reality:
  
  1. I personally obtained this refund through a BBB complaint against ******* had no role in securing the credit.
  2. Your failure to disclose this material fact constitutes a deceptive business practice under 15 U.S.C. 45(a) (FTC Act).
  3. Knowingly misrepresenting the source of a refund in a financial dispute response is a violation of state consumer protection laws prohibiting deceptive business practices. See, e.g., California Business & Professions Code 17200.
  
  BHN's deliberate misrepresentation of this fact raises serious regulatory concerns about its accuracy in dispute reporting and honesty in consumer transactions.
  
  III. ***'s Reversal of the $6.95 Replacement Fee is an Admission of Wrongdoing
  
  Your attempt to justify the improper $6.95 charge by citing ***'s own cardholder agreement ignores longstanding UDAAP (Unfair, Deceptive, or Abusive Acts and Practices) principles:
  
  1. A business cannot impose a fee that is "patently unfair" or "lacks a reasonable basis." See CFPB Bulletin ******* (defining unfair fee practices).
  2. Your decision to reverse the charge after my challenge constitutes an acknowledgment that the fee was improper.
  3. Your response fails to explain why this fee was originally imposed or why it was waived only after regulatory scrutiny.
  
  This pattern of assessing unjustified fees and reversing them only when challenged suggests widespread non********** with federal consumer protection standards.
  
  IV. ***'s Systemic Compliance Failures Warrant Regulatory Oversight
  
  Your response reveals serious deficiencies in ***'s regulatory ********** management system:
  
  1. Your repeated failure to correctly spell my surname ("*******," "Keinan") in formal regulatory correspondence suggests a lack of diligence in record-keeping, in potential violation of 12 C.F.R. ******* (FCRA accuracy requirements).
  2. Your prolonged withholding of my funds despite irrefutable evidence of returned merchandise suggests a pattern of unfair and deceptive delay tactics in violation of 12 C.F.R. ******* (Regulation E).
  3. Your continued defense of demonstrably improper practices, despite direct intervention from *** executives, evidences a structural failure in ***'s internal complaint-handling process.
  
  V. Executive Intervention Exposes BHN's Regulatory Dysfunction
  
  Your response's defense of ***'s dispute handling process is particularly egregious given that:
  
  1. Resolution was achieved only through direct executive intervention by ***** ***** and ******* ***** on January 19, 2025
  2. Mr. ***** resolved within hours what your dispute team failed to address for over 30 days
  3. Your BBB response team appears unaware of this executive-level resolution, demonstrating severe internal communication failures
  4. Your continued defense of demonstrably improper practices, despite executive intervention, suggests systemic regulatory ********** failures
  
  This disconnect between executive action and regulatory ********** response demonstrates that ***'s ********** failures are institutional, not merely procedural.
  
  VI. Immediate Corrective Actions Required
  
  BHN's continued misrepresentations, legal misstatements, and failure to adhere to federal consumer protection laws necessitate immediate remediation. I demand:
  
  A. Formal Written Retraction & Correction of Misstatements
  1. A formal retraction of ***'s legally unsupportable *** ******************** A written acknowledgment that *** had no role in securing the **** refund
  3. A statement confirming that the $6.95 fee was improperly assessed
  
  B. Financial Compensation for ***'s Improper Delays and Non**********
  1. $3,500 compensation for the undue burden, time, and effort I was forced to expend securing the funds *** wrongfully withheld, including the necessity of executive escalation
  2. Reimbursement of all fees charged during the dispute period
  3. Interest at the statutory maximum rate for the duration of BHN's unlawful withholding of my funds
  
  C. Structural Compliance Reforms
  1. Mandatory staff training on *** **********, ***** regulations, and dispute resolution standards
  2. Implementation of expedited dispute resolution procedures for customers requesting *** ******************** Independent third-party ********** audit of ***'s dispute resolution process
  
  I require written confirmation of ***'s acceptance of these terms within five (5) business days. If *** fails to take these corrective actions, I will submit formal complaints to all applicable regulatory authorities and pursue additional legal remedies.
  
  VII. Conclusion
  
  BHN's response is legally, factually, and ethically indefensible. Your misrepresentations, unjustified delays, and repeated legal misstatements indicate systemic failures requiring immediate correction. I urge BHN to act now to mitigate further regulatory exposure.
  
  Very truly yours,
  ****** *******
  
  CC:
  Office of the Comptroller of the Currency (OCC)
  *******************************
  ******************************************
  Disability Rights Legal Center
  ************************************
  ******* *****, CEO, Blackhawk Network
  ***** *****, Blackhawk Network
  

• Initial Complaint

  Date:01/09/2025

  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.

  Purchased a gift card on 12/15/24 at a local grocery store and gave it to a friend. The friend tried multiple times to use the card and ultimately logged in to find the funds have been stolen off the card in *****************, we are in the *******. I finally was directed to call Blackhawk and spoke with a representative after holding for ************************************************************************************************* an email to get the issue resolved. I opened the email and what this company expects people to send through an email is insane. I am not and nor should anyone else, be expected to send a copy of my ID AND a picture of my upper torso, arms and hands holding my ID to some random company in **. This is a horrible business practice and not necessary to dispute and get my money back. If you want a signed affidavit, notarized even, that is one thing but I am NOT sending my ID oh AND, a photo of me holding my ID. The business sounds like it is part of the scam.

  

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  Better Business Bureau
  Complaint Case:  22792167
  
  RE: **** *******
  
  Dear *****,
  
  On January 9, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding unknown activity on her Mastercard ending in 1105.
  
  On January 9, 2024, we received a call from Ms. ******* requesting assistance with a ********** gift card ending in 1105 that was purchased on December 15, 2024, for $100.00. We show on December 24, 2024, a purchase of $100.00 took place on the Mastercard gift card ending in 1105 leaving the remaining balance of the card at $0.00. Ms. ******* stated this was not done by them and requested the card be reissued. Our team opened case CS15134545. That same day our team sent an email from our team with the required information to move forward with her case. Ms. ******* did not agree to this request and contacted the Better Business Bureau.
  
  While we understand Ms. ******* has security concerns the information is required to verify her identity as we do not have any other way.We would like to invite Ms. ******* to contact our disputes team by calling ************** or by email at ******************************************** with the requested information so they may begin a dispute process.
  
  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: 02/01/2025

   
  Complaint: 22792167
  
  I am rejecting this response because: I have been asked to supply information, that I know first hand that others in my same situation have not been asked to supply to resolve the issue. I have asked why I am expected to supply unnecessary information and have never received a response. I am specifically asking why I need to supply "a clear color selfie holding your id. Please ensure your upper torso, shoulders, arms and hands are fully visible in the picture, along with the ****

  This DEFINITELY seems excessive, is not necessary and like I will end up being taken advantaged of. As stated, I understand wanting my name and address, which has already been supplied. Again, why are you asking for that specific information? How is it relevant to resolving the issue? Do you ask this of everyone that files a complaint? 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/10/2025

  VIA BBB WEBSITE
  
  February 10, 2025
  
  Better Business Bureau
  Complaint Case:  22792167
  
  RE: **** *******
  
  Dear *****,
  
  On February 3, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from **** ******* regarding unknown activity on her Mastercard ending in 1105.
  
  While we understand Ms. ******* has security concerns the information is required to verify her identity as we do not have any other way.The information we are asking for is the same information that is required to verify even at banking institutions or just general verification of who a person is.Unlike other institutes we are not in person and do not have an account set up for each person when they buy a gift card so we cant just verify by a passcode or pin. Anyone can provide a name and address. Since fraud has already occurred on this gift card once in order to prevent further fraud from occurring, we need a way to verify officially who we are re-issuing the money to. We understand now a days there is a lot of concern with putting information out there. We would like to reassure Ms. ******* that all proprietary information is encrypted for your protection. We would like to invite Ms. ******* to contact our disputes team by calling ************** or by email at ******************************************** with the requested information so they may begin a dispute process.
  
  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
  ******************************