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:01/09/2025

  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.

  The giftcards are scam! My Sister gifted me with a $100 giftcard for my birthday, she gave me receipt and everything attached ,proof . I went to the gas station and called and the balance was $100 as I was checking out I was told I had no balance on the card . I called Blackhawk immediately and they said they could see that my card had just been used immediately online after my call to them to check the balance within that exact minute for the full amount by someone. And That they would start an investigation for the theft. And they have never answered my emails or calls again, when I call they hang up on me!! My card was emptied out just by calling their number that is on on the card I didn't call any other place for the balance or entered it in any other place. Which means it was done through their line! I have not received a refund or replacement card or any kind of resolution. And am out of the $100!!

  

  Business Response

  Date: 01/21/2025

  VIA BBB WEBSITE
  
  January 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********* **** *******
  
  Dear Aspen,
  
  On January 9, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding a **** gift card that was fraudulently redeemed.
  
  On October 15, 2024, Ms. ******* contacted us by phone and reported unauthorized activities on her gift ********* CS14258430 was created, and an email was sent to Ms. ******* requested for the images of the gift card in question, proof of purchase of the gift card, an image of Ms. ******** photo ID and an image of Ms. ******** selfie with the photo ID. On October 18, 2024, Ms. ******* responded with images of the gift card in question, proof of purchase of the gift card, and an image of Ms. ******** photo ID. On October 21, 2024, Ms. ******* requested a follow up regarding her concern. On October 28, 2024, an email was sent to Ms. ******* requested for an image for Ms. ******** photo ID showing the complete mailing address and an image of Ms. ******** selfie with the photo ID. On November 9, 2024, case CS14258430 was closed due to no response was received from ****************************** 17, 2025, dispute case DS0864263 was created to begin the dispute process in response to Ms. ******** concern. On January 21, 2025, a callback was made to Ms. ******** confirming that a physical replacement will be processed. On the same date, an email was also sent to Ms. ******** advising her that the dispute has won in Ms. ******** favor and a physical replacement card will be issue to Ms. ******** mailing address on file.
  
  As of January 21, 2025, we can confirm the dispute has won in Ms. ******** favor. A new replacement gift totaling $100.00 USD will be issued to Ms. ******** which Ms. ******* is expecting to receive the replacement gift card by mail within 7 to 10 business days from todays date.  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:01/09/2025

  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 purchased an ****** e gift card on Giftcards.com on 01/09/2025.I purchased a 100 dollar e gift card (so I thought )and noticed the money was taken from my Master Card virtual card but was never sent any gift card or confirmation. It literally just took my money from my virtual MC and I was left with no Air bnb gift card. The money from my virtual gift card account was taken instantly. I called customer support and finally got someone but they were dismissive and said it was pending and to wait 7-10 business days for a refund to my virtual Master Card. So now I am out of 100 dollars and left with no ****** gift card I once had that happen with ********** but they at least refunded right away. Also I noticed how blurry the transaction looks which makes it even more suspicious. I feel robbed, duped and dismissed like the 100 taken is no problem and to get over it. There have been fires here by where I live and this is not the time to just dismiss stuff like this. I want my money back asap

  

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** *********
  
  Dear Aspen,
  
  On January 9, 2025, Blackhawk Networks (Blackhawk) received a complaint ***** ********* regarding a pending charge of $100 that has not reverted back to a Tango rewards card ending in 0215.
  
  Our records show that the pending charge has been cleared as of today's date, with the card having a balance of $100. Mr. ********* may redeem this card at any merchant that accepts ********** as a method of payment; for further information regarding possible restrictions and limitations on how and where the card may be used, we invite Mr. ********* to review the Terms and Conditions as well as reach out to Tango's customer service team directly. 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: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/08/2025

  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 on 12/11/2024 for the amount of $401.13 for a class action settlement. I went to use it afterwards, and the first 2 transactions went through using ****** totaling $97.59. I was left with an ending balance of $303.54. A week later on 12/18/2024 I tried to make another purchase, but got rejected by using this card. I had called the company and they said they will fix the issue. They had asked me to send a selfie holding a valid photo ID that includes your mailing address, copy of a utility bill - phone, electricity, water that includes your name and mailing address, and copy of the email that you received with the e-gift link -This is the initial original email sent from the sponsoring company that offered you the card. I did all the above and all I got back is a reply that they are working on it. It's been several weeks and I have not heard back and the virtual card is still not working for me to use. I see many have posted similar issues with this company. Please try to get them to fix this issue so I can use the rest of my funds. Thanks.

  

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ********
  
  Dear Aspen,
  
  On January 8, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******** regarding a virtual settlement gift card that has been blocked from use.
  
  On December 18, 2024, Case CS14934652 was opened by Mr. ******** regarding roadblocks with redeeming a MasterCard virtual settlement card ending in 1722. An email was sent to ***************** to request a copy of the original email received that informed him of the reward and containing the retrieval link, as well as a government registered number and state of registration, an Employer Identification Number or Tax Identification Number, if available, and either an Article of Incorporation, a government-issued business license, a copy of an official tax return, or an audited financial statement. On December 20, 2024, an email was sent to re-request this information as well as a copy of a utility bill that included his name and address, a selfie holding a valid photo ID that included his mailing address, his name, address, email address, and phone number. We received a response from Mr. ******** with documentation save for a copy of the email that he had received that contained the e-gift retrieval link. We received the requested information on December 21, 2024, and an email was sent to *********** to advise that we were researching this matter on his behalf.
  
  As of today's date, our internal teams are investigating this matter to determine a resolution. We will be in contact with Mr. ******** within Case CS14934652 with any updates as they become available. Please rest assured that we are continuing to work diligently to address this matter to reach a resolution. 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: 01/22/2025

   
  Complaint: 22783853
  
  I am rejecting this response because:

  I got an email from ******************** showing -
  

  Case Resolved
  
  Subject: ********************* Hawk Incentives - Blocked Risk 5
  
  Hello,
  
  We have resolved your case CS14934652. Please see the comments for your resolution.
  Resolution Notes:  
  
  Hello *****,
  
  Upon reviewing our records, it appears that the cards in question were not intended for your account. As a result, the holds are not being released at this time.
  
  We kindly suggest reaching out to the program administrator for further clarification or assistance regarding your inquiry. They will be able to provide the necessary support and address any questions or concerns you may have.
  
  Thank you for your understanding, and please feel free to contact us if you need any further help.
  
  Best regards,
  Darlin M.
  Client Experience Specialist II
  
  
  Thank you for the opportunity to assist you!

  __________________________________________________________________

  The problem is it HAS NOT been resolved. I still cannot access this virtual card any longer. It only worked for the first two transactions on the day I got it.

  I don't know why they cannot fix a simple problem like this. It had been going on over a month now! Emails going back and forth, and nothing has been done.
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ********
  
  Dear Aspen,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ***** ******** regarding a virtual settlement gift card that has been blocked from use.
  
  Our review of the card ending in 1722 shows that Mr. ******** is not the intended recipient of the card according to the administrator and disburser of the funds associated with this card;because of this, we cannot unblock the card. It is recommended that the intended recipient reach out to the program administrator to update the information associated with the card in question so Mr. ******** may use the funds associated with the card. 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:01/07/2025

  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.

   
  Complaint: 22758403
  
  I am rejecting this response because: in the multiple phone calls  I had with Ulta Beauty never did they mention an entity called Cashstar Care, rather they told me I needed to contact the original store where the card was purchase, which was *********.  Ulta insisted that ********* needed to find the card number.  I spoke to 3 different supervisors and none communicated there was doubt about the validity of the card and all noted that a number on the back of the package was also on the receipt.  They have images of the card package and they receipt, that was all they said was required.  Given they have all of this information, they should call Cashstar since trhis is a business they obviously work with to sell their cards.  **** should kow their own packaging and how they code their gift cards. This is just more of a run-around on the part of Ulta.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/03/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding their gift card. 
   
  In order to resolve the matter for ***** ****** we have confirmed with them that the information provided does not let us confirm the validity of the gift card.  The Guest must contact Cashstar Care for assistance with the information they have at ************.  We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 01/07/2025

  A $100 Ulta Beauty gift card was purchased at ********* as a gift for my daughter. She lost it before activating it. The back of the package states "If lost, stolen or damaged, Card will not be replaced without proof of purchase", and provides the phone number for **** to contact. The package has various numbers and the receipt matches one string of numbers so it is clear the purchase was for that card. I spoke to customer service many times, they claimed none of the numbers on the package were the card number or useful for tracking and that I had to ask ********* for the card number. ********* told me they had no insight into the card number. At one point was told I would be sent an e-card by Ulta customer service, but that didn't happen and after another call I was told I had to find the card number and claimed they cannot track the card with everything provided, even though they have the barcode and other numbers on the package. It feels like a scam. I'd be so grateful if you could help.

  

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ******
  
  Dear Aspen,
  
  On January 7, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding a lost Ulta gift card..
  
  As of today's date, we cannot locate any activation information based upon what was provided and therefore cannot confirm that the card in question was successfully activated. We recommend that Ms. ****** return to the place of purchase with the activation receipt so they may provide any assistance that may be available within their store 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: 01/18/2025

   
  Complaint: 22758403
  
  I am rejecting this response because:  As I have told Ulta Beauty, the card indeed was never activated because it was lost.  The customer service supervisor at *********** said I need to provide the card number in order for thhem to re-issue a new card.  Ulta claims the number on the receipt and numbers on the package (all parties have received photos of these) do not constitute the gift card number that would be on the actual card.  They told me to go back to the place of purchase, Walgreen's, to see if they can provide information on the card number.  I went to Walgreen's and they have no additional information that could provide an additional card number. They also would not replace the card.

  The bar code and other numbers on the package should lead to the actual card number, and that is what I am looking for, NOT informatuion on whether the card was activated or not.  As me ntioned, it was lost before it was ever used.  Can the bar code and other numbers on the package lead to the actual card number?  Please provide the card number, then I can go back to Ulta Beauty for a replacement.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/30/2025

  January 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ******
  
  Dear Aspen,
  
  On January 21, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ***** ****** regarding a lost Ulta gift card.
  
  In researching the receipt information that was provided, it appears that the gift card is not associated with a Blackhawk-owned or managed program. While Blackhawk is the program manager for several gift card types, the gift card information is not aligned with one that Blackhawk Network currently supports. We recommend that ********* return to the place of purchase, ********** with the activation receipt so they may provide any assistance that may be available within their store 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: 02/02/2025

   
  Complaint: 22758403
  
  I am rejecting this response because: My initial complaint was against Ulta Beauty.  Somehow this was diverted to Blackhawk Network Holdings, Inc., was this done by BBB?  I am concerned a potential resolution is being missed because of my complaint being redirected.  *********** is the company that is not following through on the statement on the package of their gift card that states to call their customer service if the card is lost or stolen. *********** claimed all of the numbers both on the store receipt and the back of the card package did not lead them to the actual card number, and they need the card number to be able to cancel the original card and issue an e-card replacement. There is a bar code visible on the package photo that should be able to lead Ulta Beauty, or the generator of the card to identify the card number so a resolution can be achieved.  Can someone help with Ulta Beauty of determine what company is responsible for the packaging to identify the card number through the multiple numbers, including bar cose, on the package?  Images of the package and store receipt have *** provided with this complaint.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/06/2025

  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.

  Business Name: *********** (or relevant entity)Nature of Dispute: Blocked incentive card issued by the company What the Business Committed to ******************* I work for rewarded me with a prepaid incentive card issued by *********** as recognition for my hard work over two months. This card was intended to allow me access to funds totaling $180 for my personal use as a well-earned incentive.Nature of the Dispute:When I attempted to use the card, it was blocked, making it impossible to access the funds. Upon reporting the issue, the business replaced the card with a new one. Unfortunately, the replacement card has the same issueit remains blocked, and I still cannot access the rightful funds offered to me as part of the incentive.Attempts by the Business to Resolve the Problem:While BHN Rewards replaced the original card, the replacement has proven equally defective. Despite the replacement, I am still receiving the same error message, rendering both cards unusable. To date, I have not been offered any effective resolution to this problem.

  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *** *****
  
  Dear Aspen,
  
  On January 3, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* *** ***** regarding a virtual MasterCard rewards card that has been blocked from use.
  
  On November 15, 2024, Case CS14548755 was created via our online Contact Form by Ms. ***** to inquire about why a virtual MasterCard rewards card had been blocked. As response was sent to ************************** requesting her full name and address, the gift card proxy number, the website printed on the back of the card in question, and a proof of purchase for the card. We re-sent the request on November 17, 2024, and November 20, 2024, with a response being received on the 24th of November.  We responded on November 21, 2024, to request the address that was selected when the card was registered. On November 22, 2024, we requested a proof of address, a valid photo ID with Ms. ******* mailing address clearly visible, a screenshot of the original email with the redemption code, and a copy of a utility bill such as a phone bill, electricity bill, or water bill that included her name and mailing address. Ms. ***** requested clarification regarding what valid ID was acceptable on the same day, and on November 23, 2024, we responded to advise that acceptable forms of ID wer a copy of the redemption email, a valid government-issued ID and/or a copy of a utility bill showing the cardholder's name and address.
  
  Case CS14548755 was closed on November 28, 2024, and on December 30, 2024, Case CS15042836 was opened by ******** to follow up with the previous Case. On January 2, 2025, we re-requested her full name and address, the gift card proxy number, the website printed on the back of the card in question, and a proof of purchase for the card. On January 3, 2025, the card in question was replaced as a one-time exception for the $180 that was associated with the original, blocked card. The replacement card ending in 0800 was blocked due to attempting to make a payment to a ****** account, which is not allowed by the card network associated with the card due to the transaction being considered a cash transaction. The card was replaced for a new card ending in 1765, and Ms. ***** was advised of this change. On January 16, 2025, Ms. ***** responded within this Case to advise that she was encountering roadblocks with redeeming the new card, and Ms. ***** was told that the card had been declined due to an incorrect security code. Our records show that the most recent replacement card in question ending in 2756 has a balance of $31.10, with transactions having been processed as recently as January 23, 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:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a virtual debit card from a class action settlement for $25.00 in August 2024. I activated the card when I received the notification, but did not attempt to use it until December 2024. I could not use the card and called *** customer service on Dec 28. They said that they had placed a block on the card. **************** said that they could not remove the block and needed to create a case for another team to resolve. Supposedly, it would take ***** hours. I received an email asking for photos of the card and my drivers license. I sent this on Dec 28. I sent a screenshot of the virtual card as they did not provide me with a physical card. I called customer service again as I have not received any response. They are now telling me that I need to provide a screenshot of the original email that I received in August with instructions to activate my card. I do not have this as I had no reason to think I needed to save it after the card was activated.BHN had no reason to block the card to begin with, have more than enough information to confirm that I am who I say I am, and are continuing to make me jump through hoops to access MY funds even though its such a small amount. At this point, this is equivalent to theft as it seems that they have no intentions of removing the block. Calling customer service is a complete waste of time as they will only say repeatedly that another team is working on it, and it will be ***** hours. Neither of which is true Case #: CS15027873 Desired resolution: Either release my virtual card or send a physical card with the $25 balance.

  

  Business Response

  Date: 01/16/2025

  January 16. 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ******
  
  Dear Aspen,
  
  On January 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding a virtual settlement card that has been blocked from use.
  
  Case CS15027873 was opened by Ms. ****** on December 28, 2024, to address a digital settlement card ending in 6067 that had been blocked. An email was sent to *********************** to request a photo of the front and back of the card as well as a photo of a current government-issued photo ID with date of birth. We received the requested documentation on December 29, 2024, and began our investigation at that time.
  
  On January 8, 2025, we sent an email to Ms. ****** to advise that the card had been unblocked and is ready for use; as of today's date we show that the card has been redeemed in full. 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:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a gift card and used it once to reload my Amazon account, when I tried to reload the rest of the card it was declined. Called number on card and waited a long time ,was told I would get new card number, I did. Tried days later for the exact amount at Amazon and its declined.

  

  Business Response

  Date: 01/15/2025

  VIA BBB WEBSITE
  
  January 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ******
  
  Dear Aspen,
  
  On January 4, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding roadblocks with redeeming three virtual gift cards.
  
  Our record showing Mr.******* gift card ending in 2547 was fully redeemed due to a redemption from Amazon bill service. Our record also showing the other gift cards ending in 9892 and 7796 were activated successfully with its full balance, without any decline or pending transaction. We can confirm Mr. ******* gift cards ending in 9892 and 7796 were ready to be redeemed and recommend Mr. ****** to redeem his gift cards with any one-time purchases. 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:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issued three (3) mastercards by Blackhawk Network (BHN) for settlement of the ******* Respironics CPAP issue. The totals are $169.14, $168.24 and $168.24. The day after *** issued the cards via email to me, the cards were suspended by ***. I was not given notice or reason why the cards were suspended. I did not learn the cards were suspended until I attempted to use them. I have contacted *** and received a case number CS15025238. I have not received any viable information and a complete "run around" by BHN as I attempt to retrieve my due monies from the settlement.

  

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** **** **
  
  Dear Aspen,
  
  On January 2, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** ** regarding three (3) physical settlement Mastercards that have been blocked from use
  
  On December 27, 2024, Case CS15025238 was created to address three digital settlement cards that had been blocked from use. 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 registered on the card, and a copy of the original email received which contained the retrieval link. **. **** declined to send this information, and we responded to clarify that the reason we request a government-issued photo ID and a utility bill is to ensure that only authorized individuals can make changes to their online account.
  
  Our records show that the cards ending in 6935, 8435, 9163 are unblocked and show transactions have successfully processed. Should Mx. **** encounter any further roadblocks with redeeming the cards, we invite them to contact our **************** team directly os a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mx. **** ** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **** Ii

• Initial Complaint

  Date:01/02/2025

  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 sonic brush pack. I received the payment amount of $133.99 which I paid on Nov 29th. On Dec 2nd there was an additional charge of $1.40 for ***** ISA fee sonic brush". I emailed the company to say I never authorized any additional money to be taken from my account. They emailed back and asked or confirmation. I sent a screenshot showing the payment coming out and they have not replied to any emails after that.

  

  Business Response

  Date: 01/02/2025

  January 2, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ****
  
  Dear Aspen,
  
  On January 2, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding an unrecognized charge when placing an order for a Sonicare toothbrush pack.
  
  In researching the complaint sent by *** ****, it has been determined that this is not related to a Blackhawk Network-related product or service, as Blackhawk does not sell or provide services for ******** dental products. We sincerely apologize for any inconvenience *** **** *** 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:01/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a $25 prepaid Mastercard through my prepaid center as a swagbucks reward. It said it could be used anywhere online where ********** was accepted. When I went to add it to my Apple wallet, with in a minute (almost instantly) it stated This card can not be used! Blackhawk network has suspended use of this card. Now it declining and cant be used to make a purchase. I think it even offered to add it to my Apple wallet. Ive contacted support multiple times without a response back after initial contact. First they asked for a utility bill with the address on it. I asked if a pay stub with my name and address would work instead as I dont pay the bills in the household, heard no response back. Eventually now on the fifth ticket+ due to no response now they are asking for an ID. I feel less than comfortable providing a fishy looking rewards card network with that sensitive information as they dont seem all that trustable. First off they have failed to respond to previous chats trying to resolve the issue (which will be seen from the screenshots of the first email chat I had), now theyre asking for even more sensitive data. They dont get back to me promptly or seemingly ever, but on the last ticket they have essentially not given me ample time to respond and have said the ticket/case was resolved because I guess I didnt respond in time.

  

  Business Response

  Date: 01/09/2025

  January 10, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ******
  
  Dear Aspen,
  
  On January 1, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding a Swagbucks rewards card that has been blocked from use.
  
  On November 28, 2024, Case CS14682477 was created through our online Contact Form to advise that a virtual card in their possession was deactivated. An email was sent to ******************* on November 29, 2024, to request the card number and a utility bill that showed their mailing address. This documentation is necessary to determine if the address of the person holding the card is the same as the one that is associated with the intended recipient. This information was requested again on December 1, 2024, and December 11, 2024, with a new request being sent on December 24, 2024, asking for the original email that contained the virtual card link and a valid photo ID that included his name and mailing address. Case CS14682477 was closed on January 3, 2025, due to no response to our requests for documentation.
  
  As of today's date, this information has not been received; the documentation is required per the contract Blackhawk Network has with the sponsoring program as a security precaution. Until and unless this information is received, we can take no action to assist. 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: 01/09/2025

   
  Complaint: 22753794
  
  I am rejecting this response because: My attachments clearly show an email with a response on December 1st that had me providing a pay stub with my name and address on in it . With other sensitive stuff I blacked out, which the agent said was fine. Along with the paystub I told the agent that I dont pay the bills and asked through the email if a paystub would work. Never got a response back. You guys ghosted me and then closed my other tickets which I waited for a response and only submitted multiple days after never getting a response. I never saw the emails back for the new tickets until after you changed the cases to resolved. I have gladly attached my Wisconsin drivers license, but based off of original messages with the agent that was something I didnt need and this wouldnt be a problem if Blackhawk hadnt just randomly deactivated my card right after adding it to Apple Pay out of the blue. You can claim that its for confirming billing address, but then why not do that at activation? Or at activation leave a warning about it being deactivated after the first hold/charge for security reasons. Seems like this is a way to pocket the money. Taking  money off the card every once in a while for inactivity which happened because people couldnt get their cards reactivated.
  
  Sincerely,
  
  *******

   

  

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ******
  
  Dear Aspen,
  
  On January 21, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******* ****** regarding a Swagbucks rewards card that has been blocked from use.
  
  As of today's date, the original email that was received that contained the virtual card link and valid photo ID that includes Mr. ******* name and mailing address has not been received; as mentioned in previous correspondence the documentation is required per the contract Blackhawk Network has with the sponsoring program as a security precaution.Until and unless this information is received, we can take no action to assist.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: 02/02/2025

   
  Complaint: 22753794
  
  I am rejecting this response because: They have failed to unsuspend the card despite providing things with my address. I was never originally told I needed an ID. They made that up after the fact. This is scummy business practices. I clearly have attached a picture with my drivers license. How does a pay stub with my address on in it not work?
  
  Sincerely,

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