Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.

Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.

https://blackhawknetwork.com/lets-talk/faq#user=all
https://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use

Complaints

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

Customer Complaints Summary

1,142 total complaints in the last 3 years.
404 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/31/2024
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 ordered a $100 gift card from ********. It was a promotion where you got an additional $30 gift card. I did receive the $100 gift card but not the $30 gift card. I called Carters and they sent me a copy of the gift card which had expired on 12/28/2024. Today is 12/31/2024 so the card is useless. I have looked in spam, trash, all possible places that a previous email could have been sent. There is no record that I ever received an email. I was told by ******** that Cash Star Holdings administered by BlackHawk network handles their gift cards and I had to contact them. I called them and they said they would "escalate" the issue. I'm not hopeful. I am seeking having the $30 gift card reissued with a new expiration date. *** has a horrible customer service review rating. Unfortunately, I thought I was dealing with ********, with whom I've always had good experineces. This smacks of a sophisticated scam to me. I just want my $30 gift card. Thank you.
Business Response
Date: 01/09/2025
January 10, 2025

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

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

Dear Aspen,

On December 31, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ********* regarding a promotional gift card within order CND6MBF9NS that expired before they could use it.

As a third-party order fulfillment processor for the merchant associated with this order, we cannot alter or extend expiration dates for bonus cards as we do not set the expiration date for said cards. 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: 01/10/2025

Complaint: 22751806

I am rejecting this response because: First - ******** referred me to this company as the ones who would have to solve the problem as they distribute the gift cards. Second - I could not use the gift card as I did not receive it until AFTER ITS EXPIRATION DATE. That is the point of the complaint. I would have been delighted to use it had I received it in time.

Sincerely,

******* *********
Business Response
Date: 01/21/2025
January 21, 2025

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

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

Dear Aspen,

On January 17, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******* ********* regarding a promotional gift card within order CND6MBF9NS that expired before they could use it.

Our research into the order shows that the bonus card was sent on December 7, 2024, to the email address provided by Ms. ********** we have attached a screenshot of our records for reference. As mentioned in previous correspondence, CashStar is a third-party order fulfillment processor for Carters; as such, we cannot extend or alter expiration dates for bonus cards due to the expiration date being set by the merchant associated with the bonus card. We sincerely apologize for any inconvenience Ms. ********* may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
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:12/30/2024
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 am writing regarding a $100 Ulta gift card sent to me on December 12th, which I attempted to use on December 16th on ********. To my surprise, the card only showed a balance of $11.44. Upon investigating with Ulta, I was informed that this card had been fraudulently used online for $88.66 on December 14th at 6:00 AM. I contacted CashStar and **** giftcard support customer service to resolve this issue but was informed that nothing could be done because the card had been used. This response is unacceptable. No effort was made to review the transaction history to confirm that I, the rightful recipient of the card, did not use it. The cards transaction history provided by **** clearly shows suspicious activity: Multiple voided attempts to use the card for $90.50 on December 13th. A successful transaction for $88.66 on December 14th at 6:00 AM. This timeline proves the card was compromised before I even attempted to use it. I have received multiple gift cards through CashStar over the past year and have never encountered such an issue. This is not an error on my part but a failure in the security of the card. For your reference: Gift card number: ************** 3940 Purchased using the email: ******************** Purchasers name: **** **** Contact number: ************ I am reaching out to escalate an issue regarding the fraudulent use of my Ulta gift card. Despite contacting both **** Gift Card Support and CashStar, I have been repeatedly redirected between the two without any resolution. The card was used to place an online order, which can easily be traced to confirm that neither I nor anyone I know made the purchase. I am requesting a refund or replacement of the card balance and a formal investigation into this matter. Please address this urgently, as the lack of accountability so far is unacceptable.
Business Response
Date: 01/06/2025
January 6, 2025

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

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

Dear Aspen,

On December 30, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** ******* regarding an Ulta gift card that has been redeemed by someone other than themselves.

Blackhawk Network is a third-party order fulfillment processor for Ulta gift cards; because of this,we cannot assist with fraudulent transactions against Ulta gift cards as we do not have visibility into the redemption platform for Ulta. 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: 01/06/2025

Complaint: 22747863

I am rejecting this response because:
Ulta has already told me that I needed to contact where the gift card was issued. It was issued by Blackhawk holdings.

Sincerely,

******** *******
Business Response
Date: 01/07/2025
January 7, 2025

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

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

Dear Aspen,

On January 7, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******** ******* regarding an Ulta gift card that has been redeemed by someone other than themselves.

As mentioned in previous correspondence,Blackhawk Network is a third-party order fulfillment processor for Ulta gift cards; because of this, we cannot assist with fraudulent transactions against **** gift cards as we do not have visibility into the redemption platform for Ulta. As the issuer of the card, Blackhawk Networks responsibility is solely with fulfillment and distribution of orders placed for various merchants such as Ulta; fraudulent redemptions of gift cards, because they are processed solely through Ultas redemption platform, is outside of Blackhawks ability to address because Blackhawk received no funds from said redemption.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:12/29/2024
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 virtual card as part of the Equifax settlement. Everything I have tried to use the card it is declined. The customer service representative are in a foreign country and barely speak English so they are of no help. They kept telling me they cant see the declined transactions and to keep trying to use the card. I think the company is a foreign scam and they are stealing the money from the cards.
Business Response
Date: 01/08/2025
VIA BBB WEBSITE

January 8, 2025

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

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

Dear Aspen,

On December 30, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding roadblocks with redeeming a virtual Equifax disbursement MasterCard ending in 3360.

On December 29, 2024, ********* contacted us by phone regarding redemption issues with her gift card ending in 3360. Case CS15033800 was created to assist Ms. ******* in which our record showed the two online transactions that were declined as the transactions were redeemed as recurring payments. On the same date, case CS15033800 was closed by providing a plastic replacement card to be issued to Ms. ******* mailing address, in which Ms. ****** was expecting to receive a physical replacement card within 7-10 business days.

As of January 8, 2025, we can confirm a physical replacement card ending in 2153 with a total of $7.99 USD has been issued to Ms. ******* mailing address on file, which Ms. ****** is expecting to receive within 7-10 business days from December 29, 2024. Once received, Ms. ****** may redeem her gift card for any one-time transaction to avoid any possible declines when redeeming her gift 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:12/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/22/2024 I had received a virtual Mastercard in the amount of $29.75 as part of the ************ Breach Settlement. I will admit that this is partially my fault as well for not reading the terms as conditions of the MasterCard, but regardless of the situation the bank knows better So I had attempted to use this card and no matter what when or where it was declining I was so fed up that I had decided to go to giftcards com to purchase another card. Well the transaction was declined. When I went to check the card it said that $25.85 was pending I was like wow So I had reached out to the merchant and they said it was an authorization hold that would be removed within 7-10 business days depending on the bank. So I had called the number on the back of the card and spoke to an agent and he said the transaction was declined by the bank. I said okay if the transaction was declined by the bank why was an authorization hold allowed. I didn't get no response. He just said within 7-10 business days my funds would be released . The next thing I know there having me file a dispute like really the last time I checked you can't file a dispute when a transaction is still pending and it's currently still pending. So I was like whatever and filed it anyways they said it can take up to 80 days and they will provide me with an update every 10 days no I don't think so I want my funds returned ****
Business Response
Date: 01/22/2025
January 22. 2025

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

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

Dear Aspen,

On December 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding a pending charge against a virtual Equifax ********** that has not reverted back to the card..

Our records show the card ending in 9781 was exchanged within Dispute Case DS0853630 for a new card ending in 2187 due to a disputed charge. The replacement card ending in 2187 shows a zero balance as of today's date, with transactions being processed as recently as January 7, 2025. We sincerely apologize for any inconvenience ******** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Initial Complaint
Date:12/28/2024
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 attempted for several days to purchase gift cards on giftcards.com during national gift cards promotional period, however the promotion never worked for me. I kept trying to get a hold of someone by calling and even email but nobody ever got back to me. So I missed out of the offers as still nobody has got back to me. Very frustrating!
Business Response
Date: 01/09/2025
January 10, 2025

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

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

Dear Aspen,

On December 28, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding roadblocks with placing an order using a promotional code due to the code expiring.

On December 24, 2024, Case CS14988325 was opened via our online Contact Form by Mr. ***** stating that "I totally messed up and thought that the gift card week ended on Christmas" regarding a promotional code he was attempting to use during an order. Promotional codes are set to be used during a specific timeframe; we continuously provide promotional codes and offers to our customers and recommend that Mr. **** check our website periodically for any new promotional code that may be available. We sincerely apologize for any inconvenience Mr. **** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Initial Complaint
Date:12/27/2024
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 had a $150 prepaid virtual mastercard which I received as payment for a side gig, and it worked for one transaction of under $20 before it got mysteriously blocked. I tried calling customer service several times but there are no humans to talk to and no option to really fix this issue without it. To say Im annoyed is an understatement, someone needs to give me my money back stat! Either reactivate my card or give me a new one for the $130.03 Im owed. Thanks!
Business Response
Date: 01/07/2025
January 7, 2025

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

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

Dear Aspen,

On December 27, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********* ****** regarding a Tango Rewards card that has been blocked from use.

Our records show that the card ending in 3022 was replaced on December 30, 2024, within Case CS15049008. This was done as a security precaution to protect Ms. ****** due to potentially fraudulent activity on her account. The replacement card ending in 3404 shows a zero balance as of today's date, with redemptions being successfully processed against the balance as recently as January 2, 2025. Should Ms. ****** have any questions or concerns, we invite her to contact our *************************** so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Ms. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Initial Complaint
Date:12/26/2024
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 recieved a **** gift card from my brother for Christmas and its main purpose was to be able to purchase something for work. I went online and entered my all my info to register the card then after I made one small purchase on ****** in which the card was fine and went through. I try using it again after and its declined. I thought it was kind of crazy because it had just worked, so I go online to check out whats going on and see if theres any odd transactions that happened out of no where and when I type in my info it says the card cant be found. I try looking for anything I can use from any of the info I had given them and nothing, so I call the number on the back of the card. An option comes up for automatic call back so I dont have to wait on the phone so I choose that option. Over an hour later I get a call and when I say hello theyve already hung up. I call again and just wait so that doesnt happen again and the person gets my info and tells me someone is going to call me back within24hrs. The next day I have to call again because I never got a call. This person says the ****** purchase was suspicious so they completely disabled the card my log in without telling me. They literally have all of my contact info and I had to call 3 times to finally get that info. From there they tell me they have to mail me a new card which takes 7-10 business days. First of all, if the transaction was suspicious, why did it even go through? And why would you disable the only way I can check whats going on? Especially without telling me? Now I cant get a tool I need for a new job because I have to wait 7-10 days for no wrong doing on my part. If you try telling me its to protect my balance, well It didnt do that because it didnt stop that transaction nor did it you try to even find out if it was me or not. I dont feel its fair Ill be suffering at a new job and you guys just say Oops!, heres what was already yours. Just way too late. Bubye! Unprofessional.
Business Response
Date: 01/08/2025
VIA BBB WEBSITE

January 8, 2025

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

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

Dear Aspen,

On December 26, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a **** gift card that was blocked from use.

Our record showed a replacement was processed on December26, which we can confirm the replacement gift card ending in 4441 was delivered to Mr. ****** and was activated successfully on January 6, 2025. Our record also showed Mr. ******* gift card being redeemed successfully with multiple transactions. For the delivery timeframe, please be advised the required timeframe is to allow for delivery volume by the various agencies such as ****, ***, etc., due to circumstances that are beyond our control. 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: 22731593

I am rejecting this response because:
This did not make the situation any better or fair. If you paid attention to what my complaint was, it wasnt just if the card worked or not. It was how it was handled and the issues it caused. How it was handled- Was not notified that card was deactivated AS WELL AS Online access deactivated so I couldnt even see what was going on. I had to call multiple times for at least two days just to get an answer for what happened, and had to wait 2 weeks to get a new card.
What it caused- I was given that card so I couldnt even get a tool for a new job which I wasnt able to do anymore without it. So I lost that opportunity. On top of that, all of this time spent just to get your attention is insane.
Current situation- I received a card with the amount I was already entitled to. Job and time still lost on my end and what did you guys lose for your error? Absolutely nothing. Even responding on here takes forever. So bottom line Im the only one that lost for your mistake.

Sincerely,

**** ******
Business Response
Date: 01/22/2025
VIA BBB WEBSITE

January 17, 2025

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

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

Dear Aspen,

On January 9, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from **** ****** regarding a **** gift card that was blocked from use.

Our record showed Mr. ******* gift card was blocked on December 26, 2024, due to suspected activities that were detected on Mr. ******* gift cards ending in 7329. A replacement gift card was also processed to be issued to Mr. ****** mailing address on file as a security precaution to prevent possible loss. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately,sometimes good people are impacted. 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: 01/23/2025

Complaint: 22731593

I am rejecting this response because:

The only action taken was to pay me what I was already owed to begin with. I was the only one affected by mistakes made by them. At this point Im not expecting anything to be done by them and this is pretty much the only action I had to take as far my knowledge goes. Another tally for big business and another loss for a consumer using their business.

Sincerely,

**** ******
Initial Complaint
Date:12/25/2024
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 $200 gift card email from ******************************************* on 5/20/23 @ 5:20 AM and a second $200 gift card email on 12/25/23 @ 12:50 AM. When I tried using them on 12/25/24 they both wound up having zero balances.
Business Response
Date: 01/07/2025
January 7, 2025

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

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

Dear Aspen,

On December 25, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* **** regarding v.

Because Blackhawk Network is a third-party order fulfillment processor various merchants, such as Bowlero, we have no insight into roadblocks with redeeming their cards. We recommend that Mr. **** reach out to Bowlero directly at 44) 825-0003 so a representative can provide any insight that may be available. We sincerely apologize for any ******* 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: 01/07/2025

Complaint: 22730172

I am rejecting this response because the matter is unresolved. I've contacted Bowlero directly in addition to the company that issued the gift card, Cashstar which was acquired by Blackhawk. Each of these companies has claimed that they are unable to help leaving the consumer with no recourse.

Sincerely,

******* ****
Business Response
Date: 01/09/2025
January 10, 2025

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

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

Dear Aspen,

On January 7, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******* **** regarding roadblocks with redeeming two $200 Bowlero gift cards.

As mentioned in previous correspondence, Blackhawk Network is a third-party order fulfillment processor for various merchants, such as Bowlero. Because of this, we have no insight into roadblocks regarding redeeming their cards, as we have no visibility into their redemption platform of any kind. To reiterate, we cannot assist with redemption issues with Bowlero cards as we have no interaction with their redemption platform. We recommend that Mr. **** reach out to Bowlero directly at ************** so a representative can provide any insight that may be available. We sincerely apologize for any frustration or 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: 22730172

I am rejecting this response because of reasons stated previously. Blackhawk acquired Cashstar which issued the gift card to Bowlero. I have already contacted the number provided. It did not help.

Sincerely,

******* ****
Initial Complaint
Date:12/24/2024
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 had a Disbursements Prepaid ********** sent to me virtually from my prepaid center 4288. I've added it to my wallet but I cannot use it in store at all. It says card not effective. I've called customer service a couple times and they just say it's accepted everywhere.
Business Response
Date: 01/02/2025
January 2, 2025

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

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

Dear Aspen,

On December 24, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** ******** regarding roadblocks with redeeming a virtual MasterCard settlement disbursement card ending in 4288.

Our records show that the card was attempted to be used for bill payment or subscription services,specifically CashApp; the program administrator associated with these cards does not allow for this type of transaction to be processed in accordance with their Terms and Conditions. The Terms and Conditions are available for Mx. Latter to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card,rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience 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:12/23/2024
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 December 18th 2024 I purchased a **** debit gift card at ****** in the amount of $313.00. That same day I attempted to make a purchase at boot barn online in the amount of $261.94 with the card. The order never placed, citing that the payment method wasn't accepted but the total amount of the transaction was removed from the gift card as "pending". After calling boot barn customer service I was notified that the pending authorization was released and to contact blackhawk for further assistance. I contacted blackhawk who claimed it would take up to ***************************************************************** to watch my balance for the pending amount to be released and reloaded. I was able to use the card that day at ******* for $28.10 and continued to check daily for the funds to reload. Today, December 23rd 2024, I attempted to check the balance of the card and was greeted with a message that said the card did not exist and to call customer service. After several hours on the phone with customer service, I learned that the card I have with a remaining balance of $***** has been blocked due to "suspicious activity" and blackhawk has zero explanation as to why. They further added salt to the wound by telling me that they will eventually send a replacement card for the remaining balance of $***** but basically said that because they blocked the card the pending transaction from bootbarn of $261.94 is now unobtainable to me. I believe blackhawk network intentionally blocked the card, marking it scam risk to steal the remaining balance of ***** plus the unreleased pending authorization of $261.94 to boot barn totaling $284.90 of stolen funds. Blackhawk refuses to make the situation right in a timely fashion and still claims that the authorization hold hasn't been lifted when I have proof from boot barn showing the funds released on December 19th. Blackhawk is committing fraud and borderline theft using risk software as a claim to steal from the unsuspecting.
Business Response
Date: 01/08/2025
VIA BBB WEBSITE

January 8, 2025

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

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

Dear Aspen,

On December 23, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding a $313.00 USD **** gift card that was blocked from use.

On December 18, 2024, Mr.***** contacted us by phone regarding a declined transaction that resulted in a pending hold on his card ending in 9257 with a total of $261.94 USD. Case CS14926268 was created and was closed on the same date by informing Mr. ***** that the pending status will be removed from 7-10 business days once it is settled. Mr. ***** may also submit a dispute form to initiate a dispute through the website at ******************************************************************** On December 23, 2024, Mr. ***** contacted us by phone and requested a replacement for his virtual gift card. Case CS14977023 was created and closed on December 24, 2024, with an ***** sent to Mr. ***** advising him that his gift card ending in 9257 was devalued, and a virtual replacement gift card with the balance of $22.96 USD will be sent to Mr. ***** ***** address within 1-2 business days. On December 26, 2024, Mr. ***** contacted us by phone to advise us that he did not receive his fund. Case CS15009362 was created and closed on the same date by advising Mr. ***** regarding the timeframe for the pending funds to be settled.

On January 1, 2024, Mr. ***** contact us by phone inquiring about the pending transaction totaling $261.94 USD. Case CS15060315 was created, and a supervisors callback was offered to Mr. ****** On the same date, an ***** was sent to Mr. ***** with the result of the investigation into the pending transaction on card ending in 9257, as well as advising Mr. ***** that a virtual replacement gift card was processed to send to Mr. ****** ***** address with the current balance of $261.94 USD.

As of January 8, 2025, we can confirm a virtual replacement gift card ending in 7079 was issued to Mr.****** ***** address with the total if $22.96 USD. A second virtual replacement card with the settled amount of $261.94 USD is currently in progress to send to Mr. ****** which Mr. ***** is expecting to receive within 1-2 business days from January 2, 2024. 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
**************
******************************

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