Business Profile
Internet Marketing Services
Blackhawk Network Holdings, Inc.Headquarters
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=allhttps://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
- 1,141 total complaints in the last 3 years.
- 404 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get ahold of someone at *************** to fix the billing address and I cannot get ahold of anyone via the phone or email. I have tried multiple times and have recieved no response. My Case number is CS14967758 and I cannot use my card at all without it being declined. I need this to be resolved but it does not seem that MyPrepaidCenter has any humans available
Business Response
Date: 01/02/2025
January 2, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** *****
Dear Aspen,
On December 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding roadblocks with updating the address associated with their Tango Rewards virtual card.
On December 21, 2024, Case CS1496778 was opened to address ****** ******* need to update the address associated with his Tango rewards card. An email was sent to ****************** on December 23, 2024, to request confirmation of the address. We received a response the same day to confirm the address. An email was sent on December *******, confirming the address provided matched what we have on file for the card as well as advising Ms. ***** that this type of card cannot bee used on sites such as Venmo or ******* as they are considered money transferring services.
The Terms and Conditions are available for ******** 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 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:12/22/2024
Type: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 Master Card gift cards were purchased for Christmas and the gift cards had fraud charges for the total $500 on the cards shortly after the cards were activated. Blackhawks website has no information on the website for filling fraud claims and forces the customer to call an automated call line for assistance. When you call the number shown on the card it runs the customer through a series of questions and ultimately hangs up on the customer without providing any assistance. There is no option for talking to a live person and they give you no ability to proceed forward with submitting a claim. Their process it structured to make it as difficult for a consumer to file a claim as possible. At this point as a customer we have no know means to file a claim with Blackhawk for the fraud.Receipts will show 10 cards purchased this is 1 of the 10 cards. A 2nd card from that purchase has the same issue but the person who received that card has been able to submit a claim (no resolution yet but claim has been filed Case# DS0837561).Business Response
Date: 12/23/2024
December 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *** ******
Dear Aspen,
On December 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from *** ****** regarding unauthorized charges against a MasterCard gift card.
Because the charge in question is within our sixty (60) day timeframe for a dispute to be made, we invite ********* or the current cardholder to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on their behalf. 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:12/21/2024
Type: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 an email notifying me of prepaid card for the **** class action settlement on 10/21/24. I completed the steps to access and activate a digital card. I was able to use the card one time. When I tried to use the card for subsequent purchases it was declined. I called black hawk around 10/28/24 and was told Id receive a physical debit card because of my issues. The old card was closed. I received another email saying a card couldnt be issued. I called back 12/17 to ask how I would receive funds. I was told a check would be issued. This morning, 12/21, I just received another email from black hawk that they cannot issue a check. How am I supposed to access my settlement? The digital card was closed.Business Response
Date: 12/31/2024
VIA BBB WEBSITE
December 31, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ****** ********
Dear Aspen,
On December 21, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ******** regarding funds from a **** digital settlement card that have not been received.
On October 24, 2024, Ms.******** contacted us by phone regarding a declined transaction on her virtual gift card ending in 5475. Case CS14343324 was created, and we had advised Ms. ******** that the transaction was declined due to a recurring payment that was not ************** CS14343324 was then escalated as Ms. ******** requested a refund for the remaining funds. On October 28, 2024, an email was sent to Ms. ******** advising her that we are unable to process the refund check according to the cards Terms and Conditions. In addition, a plastic replacement option was provided for Ms. ********* On October 29, 2024, Ms. ******** accepted the plastic replacement option, with additional questions regarding a decline on a one-time transaction. On November 3, 2024, case CS14343324 was closed, with an email that was sent to Ms. ******** advising her that her virtual gift card was blocked, and the remaining funds will be sent through her preferred payment method, with a delivery timeframe of up to four weeks.
On November 8, 2024, Ms. ******** responded to the resolution email from case CS14343324 requested for her gift card, as well as the concern that she was unable to redeem her virtual gift card ending in 5475. Case CS14474333 was created, and was closed on November 13, 2024, with a resolution email sent to Ms. ******** advising her that her virtual gift card ending in 5475 was blocked and any remaining funds were sent through her with the preferred payment method.
On December 17, 2024, Ms.******** contacted us by phone regarding her refund check that was never received. Case CS14907723 was created to assist Ms. ********* On December 21, 2024,an email was sent to Ms. ******** advising her that we are unable to process the refund check to Ms. ******** as the total amount of $870.03 USD on her gift card ending in 5475 was devalued and will be transferred to the payment method which Ms. ******** has chosen. In which Ms. ******** was expected to receive an email notification from the program provider at ********************************** the same date, Ms. ******** requested for additional explanation regarding our response. On December 24, 2024, an email was sent to Ms. ******** advising her that the total amount of $870.03 USD from her gift card ending in **************************************************************** ********* which was no longer supported by us. We have also recommended ******** to contact her program provider for further assistance. On the same date, Ms. ******** requested for additional explanation and advised her concern will be filed with BBB. On December 25, 2024, a resolution email was sent to Ms. ******** with recommendations for her to contact the program provider for further assistance.
As of December 31, 2024, we have confirmed the total amount of $870.03 USD on Ms. ********* virtual gift card ending in 5475 was devalued as an alternative payment method has been chosen.We recommend Ms. ******** to reach out to her program provider (Choice Disbursements) at ******************************* to address how to access the funds. 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: 01/02/2025
Complaint: 22718527
I am rejecting this response because:-the digital card was declined three times. All instances were not for reoccurring payments. I provided that information to the black hawk representative. The attempted transactions included: 1) a ************* purchase, 2) a grocery store, 3) a veterinary hospital. The digital card worked only for the first transaction.
-A plastic physical card was never received. Can they provide proof that one was actually sent? They dont have the ** number or tracking information. If they did send a card, why didnt they cancel it and send a new one?-I never selected an alternate payment method. I asked for a physical card which was not received. I was then told I would received a check expedited via mail by 12/24, but the next day was told they could not send a check.
The email they provided for choice digital disbursements had not contacted me. As stated above, all the alternate payment methods I selected (physical card, check) were not received. Their response is one sided legal jargon. This company is clearly set up to make it hard for consumers to use funds so they can keep them.
Sincerely,
****** ********Business Response
Date: 01/16/2025
VIA BBB WEBSITE
January 16, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ********
Dear Aspen,
On January 3, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ****** ******** regarding a **** digital settlement card that have not been received.
As mentioned in previous correspondence, Ms. ******** has selected an alternative payment method for any remaining funds from her gift card ending in 5475 on October 29, 2024. *********** was expected to receive an email notification from the program provider (Choice Disbursements) regarding how to access her funds. We highly recommend Ms. ******** to contact the program provider (Choice Disbursement) at ******************************* to further address how to retrieve the funds on her original card, as it has been devalued and will be invalid should she try to use it. In addition, our record also shows Ms. ******** had made a return on the original gift card for one of her previous purchases totaling $40.75 USD. As Ms. ********* gift card has been closed from the previous payment selection and will no longer be accessible, a replacement gift card will be issued to Ms. ******** as of todays date. Ms. ******** should expect to receive a $50.00 USD **** gift card ending in 3758. Ms. ******** may use tracking number 1ZEW97930298271020 on the *** website, ***********, to check the status of the delivery of this gift card at any time. 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: 22718527
I am rejecting this response because:It does not include what analternative payment method is or how I selected one. I selected a digital card. It did not work so a Black Hawk representative *offered* to mail a physical card and canceled the digital card. I did not receive it. Then a Black Hawk representative *offered* to mail me a check via expedited mail, but I did not receive it.
If Black Hawk mailed me a physical card like they claim, where is the tracking number for that card?
I did receive the **** gift card sent to me apparently because I returned a purchased I made with the digital card. I do not recall what item I returned. But I know the digital card only worked once.
If Black Hawk has the ability to mail me a **** gift card in the amount of a refund, why cant they just mail me the physical card they promised months ago???? Or cancel the missing card they supposedly mailed and issue a new one?? Why is there no record of a physical replacement existing?
I did reach out to choice digital disbursements but have not received a response. I suspect this is just to continue to give me the run around. Does Black Hawk get to keep unused funds?
Either Black Hawk is intentionally making it difficult to utilize settlement funds, or the company does not have the infrastructure to manage a class action suit of this size. All the representatives Ive interacted with have provided conflicting information and misleads consumers.
I do not think Black Hawk should receive future contracts to disburse funds for these types of settlements. I have earnestly tried to receive my settlement funds of approx $1,000 and completed all the steps communicated to me by Black Hawk representatives. All I have received to date approx $50 **** gift card.*
(*note: I have not opened the package with the **** card to confirm the amount or that it works. I am just assuming it is legitimate.)
Sincerely,
****** ********Initial Complaint
Date:12/20/2024
Type: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 disbursement from Lincare Holdings to refund and from a class action suit awarding me $401.13. This is the company they used to issue a prepaid card in that amount. This company refuses to lift a hold on the Card despite my calling multiple times and trying to use the card it always comes back cannot authorize card.The last reply from the *** is requesting personal documents which I refused as I suspect they are a fraudulent company.Business Response
Date: 01/10/2025
January 10, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ****** ******
Dear Aspen,
On December 23, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding roadblocks with redeeming a DST MasterCard settlement card ending in 1788.
On December 17, 2024, Case CS14905932 was created to address a MasterCard ending in 1788 that was being declined. An email was sent to ****************** to request a copy of the email that Ms. ****** had received that included the e-gift certificate link, a copy of a utility bill that included her name and mailing address, a valid photo ID that included her mailing address, her name, address, phone number,email address, and a brief description about how she applied for the program associated with the settlement card. Ms. ****** called on December 18, 2024, to state she would not be providing this requested documentation, at which point Case CS14905932 was closed.
Case CS14905932 was reopened on December 19, 2024 due to Ms. ****** providing her name, address, phone number, email address, and the e-gift certificate link via email. After researching the eGift certificate internally, the block that was on the card was removed and Ms. ****** was advised via email that the card was ready to be redeemed. 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:12/20/2024
Type: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.
bought a **** e-gift card on december 4th when i open the packaging the qr code was damaged. called and started a claim to get a new one. advised wait was ***** hrs called two days later after no updates was advised nothing had happened with the case was advised it was escalated and told to wait another *****hrs. After two more days called still nothing happening with the case this cycle is still ongoing.Business Response
Date: 01/02/2025
January 2, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* **** ******
Dear Aspen,
On December 20, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ****** regarding a damaged ** code that has not been replaced.
On December 4, 2024, Case CS14755214 was opened to address a concern from Mr. ****** regarding a damaged ** code that was needing to be replaced so he could access the funds associated with the ** code. An email was sent to ********************* to request proof of purchase and an image of the ** code in question so we could research the matter further. We received the requested information on December 8, 2024, and Mr. ****** was sent a replacement ** code on December 12, 2024. Mr. ****** called on December 14, 2024, and he was advised to allow 24 to 48 hours for the replacement to arrive.
On December 21, 2024, another replacement card was sent to Mr. ******* and he was advised via email to the replacement card to arrive within 24 to 48 hours, and to check his inbox, Spam,or Junk Mail folders for the replacement. If Mr. ****** has not received the card as of today's date, we invite him to contact our **************** team directly for assistance regarding possible alternative options to receiving the funds from the 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:12/19/2024
Type: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.
Dear *******************,I am writing to express my dissatisfaction with the service provided by your company. I currently hold two prepaid cards issued by *******************, but neither of them works. Despite multiple attempts to reset the PIN and resolve the issue, I have been unable to access the funds on these ******** make matters worse, I have tried contacting your customer support team, but no one answers the calls. This lack of responsiveness is extremely frustrating and unacceptable for a service of this nature.The combination of non-functional cards and the inability to reach your support team leads me to question the legitimacy of your operations. At this point, it appears as though your company may be running a scam, as there is no effort to assist customers or resolve their issues.I request immediate action to address this matter. Specifically, I need:A prompt resolution to make the cards functional.Clear and effective communication about the process to rectify the problem.A thorough explanation of why your customer support is unresponsive.If I do not receive a satisfactory response within 7 business days, I will have no choice but to escalate this matter to the appropriate consumer protection agencies, including filing complaints with the Better Business Bureau (BBB) and the ************************ (***).I trust you will treat this matter with urgency and seriousness. Please respond to this email at your earliest convenience.Sincerely,******* *****Business Response
Date: 01/09/2025
January 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *****
Dear Aspen,
On December 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding two Equifax virtual settlement cards they are encountering roadblocks with redeeming.
Our records show the cards in question ending in 8449 and 8853 have successful redemptions as recently as December 22, 2024. The card ending in 8853 has a balance of $.27 while the card ending in 8449 has a balance of $.65. Should Mx. ***** encounter further roadblocks with redeeming the cards, we invite them to reach out to our *************************** directly via phone or by email so 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: 01/09/2025
Complaint: 22710965
I am rejecting this response because: please share how to spent those unspent amounts. Why you card is not allowing to purchase full amount on the card?
Sincerely,
******* *****Business Response
Date: 01/17/2025
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 concerning a complaint from ******* ***** regarding two Equifax virtual settlement cards they are encountering roadblocks with redeeming.
If a purchase is for an amount greater than the available balance on the card, it is recommended that the merchant attempt a split transaction, with the remaining balance for the purchase being paid for with a different method of payment such as a debit or credit card. 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: 01/17/2025
Complaint: 22710965
I am rejecting this response because: How to split the transection when the card is not even available to use in the store?
Sincerely,
******* *****Initial Complaint
Date:12/19/2024
Type: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 gift card for $100 and I see a transaction when I logged in to register the card I place my information in under ***** ***** and also the information is reflected for my ZIP code address and other information once I logged in the information showed me all the transactions one transaction reportly is $71 I called to find out the retailer City and also the transaction name of the retailer which was something that they would not provide me the information Blackhawk network is saying that once you call their phone number and ask them about the gift card transaction they cannot help you unless you have the original receipt of the purchase and activation code how could I be able to log in with the card number and create the registration under my name which they are saying they cannot locate I have access to login with the credit card because all I have is the physical card and they are asking me to produce the activation code as well as the original purchase receipt which I do not have process I need access to my fundsBusiness Response
Date: 01/09/2025
January 9, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** *****
Dear Aspen
On December 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** ***** regarding fraudulent registration and transactions on a **** gift card ending in 8056.
Case CS14944364 was created on December 19, 2024, to address roadblocks with accessing a **** gift card ending in 8056 as well as fraudulent charges totaling $71.98. An email was sent to ************************* requesting photos of the front and back of the card,a clear color selfie of him holding his ID, making sure that his entire upper body and ID was clearly visible, and either a purchase receipt, activation receipt, or bank statement reflecting the card purchase. On December 25, 2024,a follow up email was sent to request Mr. ****** home or mailing address. We received the requested documentation on December 28, 2024, and sent Mr. ***** a Dispute Form on December 31, 2024, advising that the form needed to be filled out and returned within ten (10) business days.
On January 6, 2025, Dispute Case DS0854403 was opened on Mr. ****** behalf and an email was sent to ************************* to advise that a replacement card with the $72.15 balance applied. We recommend that Mr. ***** allow seven (7) to ten (10) business days for the card to arrive. Should Mr. ***** wish to request updates to the status of the delivery of this card, we invite him to reach out to our *************************** directly so a representative may provide any updates 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
**************
******************************Customer Answer
Date: 01/13/2025
Complaint: 22710540
I am rejecting this response because: I am waiting for the card to arrive I appreciate the BBB acknowledgement and the response from Black Hawk as I have never been involved or immersed in fraud I am careful with all purchases made and keep records for taxes to safeguard expenditures I will let you know when I am afforded the money and apologize for any confusion regarding the creation of the account with Asian name I am certain I did not do that and will continue to patronize Black Hawk
***** ***** Mells
Sincerely,
***** *****Business Response
Date: 01/28/2025
January 28, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** *****
Dear Aspen
On January 13, 202, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ***** ***** regarding fraudulent registration and transactions on a **** gift card ending in 8056.
As mentioned in previous correspondence,should Mr. ***** wish to request updates to the status of the delivery of this card we invite him to reach out to our *************************** directly so a representative may provide any updates 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:12/19/2024
Type: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 settlement from ***** v ***** DA on dec 13 and received payment through a virtual prepaid card on the 16th of December 2024. I activated and used it at online casino , the gas station, prepaid **** are accepted on those places which is fine! Black hawk suspended my card with my funds thats entitled to me! Why do they need a utility bill? Everyone doesnt pay utilities, to begin with and secondly Blackhawk customer service to me ***** to unblock my card and they didnt do that! The have NO RIGHT FOR ANYTHING TO BE SUSPECTED FRAUD! When I used my cards on EVERYDAY PURCHASES I ALWAYS DO!Business Response
Date: 12/30/2024
VIA BBB WEBSITE
December 30, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********* ****** *****
Dear Aspen,
On December 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding a virtual settlement card that has been blocked from use.
On December 17, 2024, Ms.***** contacted us by phone regarding roadblocks with redeeming her gift card ending in 1546. On December 19, 2024, an email was sent to Ms. ***** requested supported documents such as a copy of the email that Ms. ***** received with the e-gift link, a copy of the utility bill that includes Ms. ****** name and mailing address, a copy of a valid photo ID from Ms. ****** as well as ********* full name, mailing address, email address and phone number. On the same date, Ms. ***** responded with the requested information. On December 21, 2024,an email was sent to Ms. ***** advising her that her request was under review,and she will be updated within 3-5 business days. On December 24, 2024, an email was sent to Ms. ***** advising her that her gift card has been unblocked and ready to be redeemed. On the same date, Ms. ***** advised us that her gift card was still unable to be redeemed. On December 26, 2024, Ms. ***** responded with additional declines transactions on her gift cards. On December 27, 2024,a resolution email was sent to Ms. ***** advising her that we are unable to locate the declined transactions records that fits the descriptions. Ms. ***** was also informed that her gift card was activated and ready to be redeemed with multiple redemptions that were made successfully on the gift card.
As of December 30, 2024, we have confirmed that Ms. ****** gift card ending in 1546 has been unblocked and ready to be redeemed. Our record also showed partial redemptions that were successfully made on Ms. ****** gift card ending in 1546. 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:12/18/2024
Type: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 receive from my company 50 points on Awardco that can be used on a Debit Card MasterCard I did the transaction on 11/29/24 Since then I try to use the card and has issues on the store that don't accept the card I contact Hawk Incentives and they ask my address they say is not correct and need proof and they ask me for my ID (driver lic) Later they ask me to send the email where I did the transaction. I provided that. They send an email where say the issue was solve. When use the card again was put on hold and have to wait 15 days to try to use again. After the 15 days try again and was told that is still on hold. I call and was ask to send personal information like Bank account etc. This is an scamBusiness Response
Date: 01/21/2025
January 21, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ********
Dear Aspen,
On December 18, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******** regarding roadblocks with redeeming a Tango rewards card.
On December 17, 2024, Case CS14911038 was opened to address declined transactions against a Tango Awards MasterCard ending in 3893. An email was sent to **************** to request supporting documentation regarding ownership of the card, including but not limited to a lease agreement, an insurance bill or receipt, a bank statement,and/or a utility bill. Emails were sent at regular intervals beginning on December 26, 2024, and requested additional documentation in the form of the specific date when the card was offered or requested, the reference ID for the card, and the amount of the card itself on January 10, 2025. This information was re-requested on January 12, 2025, with a response being received the same day with everything save the reference ID. We received a phone call from *********** on January 13, 2025, and he was advised that the reference ID was required for us to continue our investigation.
Mr. ******** provided the requested information vai email on January 14, 2025, and on January 16, 2025,we advised him via email that a replacement card would be delivered to **************** within one (1) to two (2) business days. If Mr. ******** has not received the email with the replacement card in his inbox, we recommend that he check his spam, junk mail, or promotional folders for the email. If the card still has not been delivered, we invite him to contact our **************** team by phone so a representative may research the matter on his behalf. 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:12/18/2024
Type: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 completed a survey that included a gift card redemption from giftcards.com. Ive repeatedly clicked on the email link to redeem the gift card from the website. Once I get to the enter your email address to retrieve it, I get a red box with the words Please enter the correct details. I have been going back and forth with giftcards.com customer support for over a week and half and cannot get them to help. All they do is resend me the email again and it doesnt resolve the issue. Then today (12/18), they closed my ticket I have had open for over a week for no apparent reason without resolving it. My ticket number is CS14808231. I still do not have a way to retrieve the gift card sent to me and I am back to square one. Their chat is completely worthless as they cannot do anything and just create tickets which doesnt help the situation.All I want is a new gift card issued since theres clearly a bug or issue on your side.Business Response
Date: 12/27/2024
VIA BBB WEBSITE
December 27, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* **********
Dear Aspen,
On December 18, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ********** regarding roadblocks with accessing a virtual gift card that he was received.
On December 9, 2024, Mr.********** contacted us through the GiftCardSupport email regarding roadblocks with accessing his virtual gift card. CS14808231 was created to assist Mr. ************* December 12, 2024, an email was sent to Mr. ********** informing him that a resent was processed and has resent to his email address at ************** On the same date, Mr. ********** responded with the same roadblocks when accessing the new e-gift link. On December 13, 2024, an email was sent to Mr. ********** advising him that his concern has been escalated and a follow-up will be provided within 1-2 business days. On December 17, 2024, case CS14808231 was resolved, with an email sent to Mr. ********** advising him that a resent of the e-gift link has been processed and was sent to Mr. *********** email address. On December 18, 2024, Mr. ********** requested to reopen case CS14808231 as he continued to encounter roadblocks with accessing his gift card. On December 21, 2024, an email was sent to Mr. ********** advising him that a replacement gift card was processed to send to Mr. *********** email address, which Mr. ********** was expected to receive the replacement gift card within 1-2 business days.
As of December 27, 2024, we have received a response from Mr. ********** confirming the new replacement gift card link has successfully opened and Mr. ********** was able to access the funds within. 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
**************
******************************
Blackhawk Network Holdings, Inc. is BBB Accredited.
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