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.

  129 Middle St # 2 Portland, ME 04101-5265

  
• 

  Blackhawk Network Holdings, Inc.

  78 SW 7th St Miami, FL 33130-3402

• 

  CardLab, Inc.

  16650 Westgrove Dr Ste 500 Addison, TX 75001

• 

  Blackhawk Network, Inc

  1400 S Highway Dr Fenton, MO 63026

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:12/10/2024

  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 trying to figure out what is going on with my money and since this company is not like a traditional bank, they do not provide provisional credit for a bank dispute issue, I'm trying to figure out what's going on with my case because I have no updates or communication about getting my money back. I have yet to receive a response about expediting this case. The case I'm referring to is *********. They're saying they are waiting for a response from the merchant and even I have contacted them and I can't get no response

  Customer Answer

  Date: 12/19/2024

  I am trying to figure out what is going on with my money and since this company is not like a traditional bank, they do not provide provisional credit for a bank dispute issue, I'm trying to figure out what's going on with my case because I have no updates or communication about getting my money back. I have yet to receive a response about expediting this case. The case I'm referring to is *********. They're saying they are waiting for a response from the merchant and even I have contacted them and I can't get no response. They have not responded or updated me on my dispute case. I'm not understanding what's going on and where's my funds.

  

  Business Response

  Date: 01/08/2025

  January 8, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, Tabreeka *******
  
  Dear Aspen,
  
  On December 11, 2024, Blackhawk Networks (Blackhawk) received a complaint from Tabreeka ******* regarding unauthorized charges against a Swagbucks MasterCard ending in 4695.
  
  Dispute Case ********* was created on November 7, 2024, to address a phone call from Ms. ******* regarding unauthorized charges totaling $40.58. An email was sent to ********************* with a Dispute Form, advising that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long. The Dispute Form was received on November 8, 2024, and we began our investigation with the merchant associated with the charges. Emails were sent at regular intervals to ensure Ms. ******* was kept updated regarding any progress that was made.
  
  We completed our investigation with the merchant on December 23, 2024, and Ms. ******* was sent an email to let her know that the dispute had been closed in her favor. Ms. ******* was also advised that a check for $71.71 would be sent to the address provided within the Dispute Case. 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:12/10/2024

  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 have several of these "Master Card" gift cards from a rewards program. I have attempted to make a purchase online for the EXACT amount on the card. It was declined several times. So I frustratingly called their phone number and made multiple calls trying to get through their phone tree to actually talk to a human. When I did, I was informed that I could only use it at "approved vendors." I was then emailed a very unprofessionally written pdf with fewer than 100 vendors on it where this card can actually be used. The terms and conditions when I chose this card specifically stated "this card can be used anywhere Master Card Debit is accepted." That is patently false and is in, what I would assume, is a violation with their terms with Master Card. This card is sold under the Master Card brand but does not perform to Master Card expectation. In fact, you will be severely limited in where you can actually use this card.

  

  Business Response

  Date: 12/20/2024

  VIA BBB WEBSITE
  
  December 20, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, **** *******
  
  Dear Aspen,
  
  On December 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding roadblocks with redeeming a virtual MasterCard.
  
  Our research showed the virtual MasterCard under Mx. Korbylos possession can only be redeemed at the merchants where the card is honored. Stated by the Terms and Conditions that could be found by the following, ********************************************************. "Your Card is a prepaid Card loaded by the Corporate Sponsor,redeemable to buy goods and services at online, telephone, or mail order merchants where the Card is honored.
  
  Mx. **** *** also visit the website at www. ******************* or call the **************** Number at ************* for MasterCard if Mx. **** wishes to find more information on where the card is honored. We sincerely apologize for any inconvenience Mx. Korbylo 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: 12/27/2024

   
  Complaint: 22665858
  
  I am rejecting this response because: As per the previous photos, the terms of the card state anywhere Mastercard Debit is accepted. There is nowhere I could find on their site, *******************, to actually find any of the vendors accepting this gift card. When calling the phone number listed, you have to do some gymnastics to actually talk to a human.

   I honestly don't expect the company to do anything, this complaint was more to draw attention to the misrepresentation of the terms and service of the card, which I did read at the time of selecting this card and which I have shown. Updating the terms and service or placing an easily found list of vendors on their site would also suffice to increase transparency of where this card is valid. Based on the other complaints I'm seeing, I am not the only person to experience this difficulty.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/09/2024

  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 purchased multiple **** Gift cards serviced by Blackhawk Network, but found them unbelievably hard to use, receiving decline after decline when attempting to make purchases. Even though the back of the gift card states, "Find a list of merchants & more info at *************************** or call *************", neither the website nor agents at the phone number provided were able to actually provide a list of merchants that accept these cards. Therefore, I initiated a request for a refund of the unused balance remaining on multiple cards. I followed their process and provided the requested information. The assigned case number is CS14459396. In subsequent calls, agents have acknowledged receipt of all required information as of 11-6-23, processing of the refund request as of 11-13-24, and stated the check should have been received within 15 business days, which would have been 12-6-24. The problem is the check has not been delivered. They now want an additional 10 business days to process an "expedite request". Although they have agreed to provide a refund, they have failed to actually provide the promised refund.

  

  Business Response

  Date: 12/20/2024

  VIA BBB WEBSITE
  
  December 20, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, **** ********
  
  Dear Aspen,
  
  On December 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding a refund check that has not been sent.
  
  On November 6, 2024, Mr. ******** contacted us by phone to report declined transactions on his gift card. Case CS14459396 was created, and Mr. ******** requested a refund on his gift cards and requested a supervisors assistance, which advised Mr. ******** that a refund will be processed for his gift cards after the requested information was received. On the same date, an email was sent to Mr. ******** requesting the proof of purchase of the gift cards, an image of the valid photo ID, and photo of the front and back of the cards with the expiration date and the *** number *********. ******** was also informed to fax the information to us with the reference case number as an alternative option to send in the requested documentation. On the same date, Mr. ******** responded with the requested documentation. On November 7, 2024, a refund was processed, and a refund check was scheduled to be issued on November 13, 2024.
  
  On November 9, 2024, Mr.******** contacted us by phone and requested an update regarding his concern,which he was advised that a refund will be issued to his mailing address on November 13, 2024. On November 25, 2024, Mr. ******** contacted us by phone and requested a follow-up as Mr. ******** has not received his refund. On December 9, 2024, an email was sent to Mr. ******** with apologies regarding the delay in receiving the refund. Mr. ******** was also provided with the delivery timeframe of 7-10 business days to receive his new refund check.
  
  As of December 20, 2024, we have confirmed the refund check with the total amount of $1604.66 USD has been issued to Mr. ********s mailing address that was provided within the complaint. Our record also showed that the refund check was successfully redeemed on December 17, 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
  **************
  ******************************

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22664487
  
  I am rejecting this response because I want to clarify some of what Blackhawk Networks has stated, which are only partial truths intended to make themselves appear less guilty than they are. While most of their response is factually accurate, and I have now received the refund, I believe they intentionally delayed sending it, and that this is their standard process. Based on seeing numerous other reports of the same behavior, they intentionally delay in hopes of customers just giving up.

   

  The reason I chose to call them back on 11-9-24 was because I had received absolutely no response from them after sending the multiple pieces of documentation they required to start this process. On that call I was informed that a check was scheduled to be sent on 11-13-24.

   

  The reason I chose to call them back on 11-25-24, was because no check had been received. At that point I was told I needed to wait at least 15 business days for a check to arrive. That's right, 15 business days! While the mail is slow, it is NOT that slow. They also informed me that there was no tracking information on this check they had supposedly mailed 12 days prior. That's right, absolutely no way to actually prove anything had been mailed. You just sit there and continue to wait until 15 business days have passed & if the check still hasn't been received you can then call us back about it. In that call on 11-25-24, they also refused to even acknowledge ANYTHING in writing. All I asked was that they simply email me back, providing a written statement of what was happening, but they refused to.

   

  They failed to mention that the reason I was sent an email on 12-9-24, was because I called again on that day (after waiting out those 15 business days, i.e. 24 calendar days due to holidays). On this call, the agent first tried to tell me to continue to wait. He decided it needed to be 20 business days, instead of the 15 I'd previously been told. Only upon refusing that guidance and demanding action be taken did he then agree to "expedite" a request for a replacement check, which would take another 10 business days. And the only reason I received any written response on this date was because I demanded one. Up until that point in time, I had absolutely nothing in writing from them acknowledging anything. On a side note, Blackhawk why are your agents not allowed to speak anymore once they've been made aware a customer is recording a call? Since you had already provided the legally required notice at the beginning of the call that you were recording it, why is a customer also recording it not permitted? Very fishy.

   

  Only after this phone call did I begin looking for other options & reviewed their BBB page, where I realized they do actually respond to complaints. So, at least they have that going. It is sad that I had to resort to making this complaint to get them to actually follow through with providing the refund.

   

  Blackhawk Network Regulatory Compliant Team, since you stated, "Please, do not hesitate to reach out to us with any further questions." I'm doing just that.

  1) Why do you not respond confirming receipt of the requested evidence? Furthermore, why did your agent, on 11-25-24, state he could not provide an emailed response simply providing a written account of what he was telling me verbally? On 12-9-24, it became obvious you could have provided a written response, since that agent on that date did exactly that after my request.

  2) Why did the first check never arrive? If you actually sent it, it should have arrived, but it never did. 

  3) Why was the first check sent with no tracking info (if it was sent at all)? A tracking number would be a super simple way for everyone to know where the correspondence is.

  4) Why do you require 15 business days to pass after the mailing date before you will do anything further? The mail just does not take that long & that is nothing more than a clear delay tactic, which you could completely solve by using some sort of tracking method.

  5) Why did your representative refuse to speak with me once I stated I was also recording the call? Since you provide the required legal notice that you are recording the call right at the beginning, why is it such a big deal for the customer to also record the call? Why are your agent's no longer allowed to speak when they've been informed the customer is also recording the call?

  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/03/2025

  VIA BBB WEBSITE
  
  January 3, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 23, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from **** ******** regarding a refund check that has not been sent.
  
  To address the questions ********************************* do you not respond confirming receipt of the requested evidence? Furthermore, why did your agent,on 11-25-24, state he could not provide an emailed response simply providing a written account of what he was telling me verbally? On 12-9-24, it became obvious you could have provided a written response, since that agent on that date did exactly that after my request. We will be reviewing every interaction within Case CS14459396 for quality assurance purposes to ensure that our agents are aware of their full toolset of abilities as well as their responsibilities regarding customer requests for documentation. We appreciate Mr. ******** bringing this matter to our attention, and ask that he rest assured that this will be addressed.
  
  2) Why did the first check never arrive? If you actually sent it, it should have arrived, but it never did. As mentioned in the email sent on December 9, 2024, we are unsure as to why the original check was not delivered. Once the check is in the mail, unless a customer specifically requests a tracking number we are unable to check the status of the delivery.
  
  3) Why was the first check sent with no tracking info (if it was sent at all)? A tracking number would be a super simple way for everyone to know where the correspondence is. As mentioned above, a tracking number is not provided unless requested by a customer.
  
  4) Why do you require 15 business days to pass after the mailing date before you will do anything further? The mail just does not take that long & that is nothing more than a clear delay tactic, which you could completely solve by using some sort of tracking method. 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
  **************
  ******************************

• Initial Complaint

  Date:12/09/2024

  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 purchased a **** gift card in the amount of $485 on 11/17.24. I went to use the gift card on Monday 11:18/24 to pay my bills. That is when I found out that somehow somebody has taken the information off my **** gift card and used it to purchase things for themselves. I contacted the *** company right away when I noticed that I could not use my card. Keep in mind I've already paid $485 to get this card and the 695 activation fee. I have been contacting them constantly to find out when I'm going to get my money back. I have been told constantly to give them 24 to 48 hours. I have sent them all the information they have requested more than one time. I just contacted them before I'm filing this notice and again I was told to give them 24 to 48 hours. The resolution has been resolved in my favor. I have not received any emails for any updates on my case. The only email I have received from this company was in the very beginning asking for the information that they requested that I sent. The other email I received was an automated email asking for my opinion on the company. I really would like to get my $442.47 back from this company. There is no reason for any more investigating after the fact that it has been resolved. This is not how a company should do business I have done everything required and now I really need my money. This has caused such duress. Can somebody please help me I need my money back as in yesterday.

  

  Business Response

  Date: 12/19/2024

  VIA BBB WEBSITE
  
  December 19, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding unauthorized transactions on a **** gift card ending in 4214.
  
  On November 18, Ms. ******** contacted us by phone to report unauthorized activities on their card. Case CS14572663 was created, and an email was sent to Ms. ******** requested image of the photo *** selfie with the *** front and back images of the gift card and the proof of purchase or bank statement reflected the purchase of the gift card. On the same date, Ms. ******** responded with the front and back images of the gift card,the proof of purchase receipt, and a selfie with ID. On November 19, 2024, Ms.******** contacted us by phone with explanations on the only transaction that she made. On November 20 and 21, 2024, Ms. ******** contacted us by phone and requested a follow-up on her concern, in which she was advised that we still needed a copy of her photo ID. On November 21, 2024, Ms. ******** responded with the image of her photo ID. On November 25, 2024, case CS14572663 was resolved, an email was sent to Ms. ******** advised her that a Dispute case DS0818682 was created to further assist Ms. ******** with her dispute.
  
  On November 26, 2024, Ms.******** requested a follow-up on her concern. On December 2, 2024, a Dispute Won letter was sent to Ms. ******** to her email address, advised her that a replacement card will be issued to her mailing address with the dispute amount of $442.47 USD. On the same date, Ms. ******** contacted us by phone, requested a virtual replacement instead of physical replacement. On December 6, 2024, Ms. ******** contacted us by phone and requested a follow-up regarding her concern. On December 8, 2024, Ms.******** contacted us by phone and requested a follow-up on her virtual replacement request and requested a supervisors assistance, which she was advised that a second review will be processed on her concern and will provide an update to her within ***** hours. On December 9, 2024, an email was sent to Mr. ******** advised her that a virtual replacement was issued to her email address.
  
  As of December 19, 2024, we have confirmed a virtual replacement card ending in 9333 with the dispute amount of $442.47 USD has issue to Ms. ********* email address at **************** We have also confirmed the virtual replacement card ending in 9333 was activated successfully on December 9, 2024,with partial redemptions on the card on December 11, 2024. 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:12/05/2024

  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.

  Hi,Currently, $48.97 of my funds ($13.38 on one card and $35.59 on another card) are locked in MyPrepaidCenter and the support representatives have stated the following: "We apologize for the inconvenience, but we were unable to validate the intended recipient of the card with the information provided. As a result, the holds on the cards cannot be released at this time. We recommend reaching out to the program administrator for further assistance or if you have any additional questions or concerns."I was told by the support representatives that "Digital Settlement Technologies" is the program administrator. I have tried contacting them to no resolve. I need my funds returned on cards that work so I can spend them.

  

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, *** *****
  
  Dear Aspen,
  
  On December 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from *** ***** regarding two Digital Settlement Technologies cards that have been blocked from use.
  
  On November 19, 2024, Case CS14584995 was opened due to Mr. ***** stating that two cards he had in his possession were declined from use. On November 21, 2024, an email was sent to ***************** requesting a current government-issued photo ID with date of birth, and a copy of the original email that was received, informing him of the reward and containing the retrieval link. This information was requested again on November 22, 2024, with a response being received the same day. Mr. ***** stated in his response that he had "deleted the original email with the reward", and after reviewing what was provided, we advised Mr. ***** on December 2, 2024, that the email documentation was required for security reasons and that should they not be received, we could take no action.
  
  Mr. ***** provided screenshots of the emails on December 2, 2024; however, because we were unable to validate that Mr. ***** was the intended recipient of the cards against the records we have with the program administrator, on December 5, 2024, we advised Mr. ***** to reach out to said program administrator directly for further assistance.Because the information associated with the intended recipient of the cards does not match Mr. ******* information. we cannot and will not take any actions to modify the cards in accordance with the contract terms and conditions between the program administrator and Blackhawk. We recommend that Mr. ***** reach out to the contact email address in the email that he received with the retrieval link for further assistance. 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:12/05/2024

  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.

  A **** gift card was purchased from ****** on 11/14/2024 at 12:05 pm. It was ****** When I went online to register the card on 11/21/2024, a pending purchase from a segwick place in the amount of ****** was made. I did NOT make the purchase. I immediately called ************ on the back of the card. I was given case # CS14610447 and a case was made against the pending transaction. The card provider canceled the card and reissued me a new one. He said it would take 7 to 10 business days for the card to be delivered to my address. He also stated that the funds would return to my card in 7 to 10 business days. I called the ************ back on 11/29 to ensure that the card was in the mail and funds would be returned to the new card. Bou gave me case number CS14685665 to refer to if I needed to call back. I received the new card on 12/3/2024. I called ************ to activate the new card. Once activated, I was told my balance was still just $20.20, not the $******. I was transferred to ****** who gave me dispute number DS0817763. She stated it was because I had not sent in the proper documentation. I was unaware of that. She emailed me the request, and I sent in the receipts and the original gift card pictures. I was assured my money would be returned to the card within 24 hours, no later than 48 hours. 48 hours later, on 12/5, I called back. I spoke with ***** who at first stated it was b/c my documents were not sent in (I have email confirmation documents were received). She then stated it was b/c consent wasn't given. I gave consent on 12/3, then again on 12/5. She then said to give 4 hours and money would be on the card. I waited 4 hours, called back. Spoke to ***** who asked for 1 more hour and the money would be back on the card. It has been over an hour and I still do not have the 500 balance on my new card. I did make ***** aware I would contact BBB if money was not on my card. He said ok.

  

  Business Response

  Date: 12/16/2024

  VIA BBB WEBSITE
  
  December 16, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** ****
  
  Dear Aspen,
  
  On December 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** **** regarding unauthorized charges on her MasterCard gift card ending in 9350.
  
  On November 23, 2024, Ms. **** contacted us reporting unauthorized activity on her card ending in 9350.Dispute case DS0817763 was created, and an email was sent to Ms. **** with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility/phone bill to validate her name and address if a purchase receipt or activation receipt was unavailable. Ms. **** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question. In addition, a replacement gift card was sent to ******* as a security precaution to protect the remaining funds from Ms. ***** gift card. On December 3, 2024, a second request was sent to Ms. **** for the requested documentation. On the same date, Ms. **** responded with the images of the gift card and the purchase receipt. On December 4, 2024, Ms. **** contacted us by email and requested a follow-up regarding her concern. On December 5, 2024, Ms. **** contacted us by phone for an expediated resolution,which she was provided with a four-hour timeframe. On the same date, Ms. **** contacted us by phone, requested a refund and advised us that she will be reporting her concern to BBB. On December 6, 2024, Dispute case DS0817763 was resolved, and an email was sent to Ms. **** advising her that the dispute has won in her favor.
  
  As of December 16, 2024, we have confirmed the dispute amount totaling $479.80 USD has been credited back to the replacement gift card ending in 1358 that was issued to Ms. ***** We also contacted Ms. **** by phone on December 9, 2024, and confirmed with Ms. **** that her replacement card ending in 1358 has been received and redeemed successfully. 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: 12/17/2024

  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:12/05/2024

  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.

  I tried to purchase a gift card for 20% off the purchase price. $400 gift card for $320. The merchant keeps canceling my order and cannot provide a reason why.

  

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** *****
  
  Dear Aspen,
  
  On December 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** ***** regarding an order that was cancelled with no explanation.
  
  Our ordering platform uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures.The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, CashStar never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however,no one other than our compliance department has access to your personal information. 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. If any funds have been removed from the method of payment used to place the canceled order, they will be returned within the timeframe set by the financial institution associated with said payment method. We apologize for any inconvenience that 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: 12/12/2024

   
  Complaint: 22645187
  
  I am rejecting this response because: I want my purchase to go through 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** *****
  
  Dear Aspen,
  
  On December 12, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ******** ***** regarding an order that was cancelled with no explanation.
  
  Our research into this concern determined that we were unable to process Ms. ****** order due to several still-outstanding bank disputes from Ms. ***** against previous ******** gift cards orders that were made in December 2021; orders CNDUDVD5XD and CNDU883VMH respectively. Despite this, we have made an exception and have enabled ******** to replace their canceled order should she wish to do so. We apologize for any inconvenience that 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:12/04/2024

  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 purchased a gift card for a customer in the amount of $250 in September **************************** *********, ****. When the customer received the card and went it, it had been depleted of all available funds. She filed a "Cardholder Dispute Form" after discovering there were no funds available and they have given her the run around ever since. She finally became so exhausted with the run around that she reached out to me to help her. I reached out to them on 11/1/2024 with a promise that it would be taken care of by the end of the month. I, then had to turn around and send our customer a check for the $250 because she was done trying to get the money put back on the card. I sent them an email asking for a refund of the $250 on 11/12/2024 and again on 11/25, but have not heard anything back from them. Can you please help?

  

  Business Response

  Date: 12/17/2024

  VIA BBB WEBSITE
  
  December 17, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding unauthorize activities on a **** gift card ending in 6163.
  
  On November 1, 2024, Ms.******** was granted approval from the cardholder to contact us regarding a Dispute case ********* against the unauthorized activity on a **** gift card ending in 6163. On December 12, 2024, Ms. ******** emailed us with the completed dispute form, along with an explanation that Ms. ******** has refunded to the cardholder as Ms. ******** was the purchaser of the gift card. On November *******, Ms. ******** requested a follow-up and advised that the concern will be reported to the BBB if no response was received. On the same date, an email was sent to the cardholder advising her that the dispute has won, and a replacement card was issued to the cardholders address with the delivery timeframe of 7 to 10 business days. On December 6, December 11 and December 12, 2024, we attempted to contact the cardholder to confirm if the new replacement was received. On December 13, 2024, we received a call from Ms. ******** and confirmed that the cardholder did not receive the replacement gift card. In addition, we also confirmed that Ms. ******* has already refunded the cardholder as she was the purchaser of the gift card and requested a refund instead to be issued to her.
  
  As of December 17, 2024, we have confirmed a new refund check was processed for Ms. ******** to issue to Ms.Campbells mailing address on December 13, 2024, which it does take up to 3 to 5 business days to receive.  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: 12/18/2024

   
  Complaint: 22638942
  
  I am rejecting this response because: this still has not been resolved. I have not received a refund as of today, December 18th, 2024
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/03/2025

  VIA BBB WEBSITE
  
  January 3, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 19, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from **** ******** regarding unauthorized activities on a **** gift card ending in 6163.
  
  Our record showed the refund check was delivered to Mr. ********* mailing address as of December 20, *******. ******** may also check the delivery status at the website with the following tracking number: 1Z66A4R21345988630. 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: 01/03/2025

  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:12/03/2024

  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.

  During giftcards.com Cyber Monday sale, I purchased 3 e-gift cards totaling $150 with their 10% off promotion. I paid $135 with my AMEX. The e-gift cards were never sent and an email was sent to me at 1:22 am EST stating my order was canceled with no explanation as to why. My AMEX was charged and then refunded. When I have followed up multiple times to resolve with BHN, they are unable to provide a reason for the cancellation and will not provide a similar 10% off code for me to repurchase the Gift cards. I believe the cancellation was done due to either insufficient stock or not to honor the 10% off.

  

  Business Response

  Date: 12/13/2024

  VIA BBB WEBSITE
  
  December 13, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding Giftcards.com order that was canceled with no explanation.
  
  Please be advised that we use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcards.com never shares any details of its fraud screening approach with any customers who have had their orders rejected.We understand it is frustrating that the reason for the security flag cannot be disclosed; however, no one other than our compliance department has access to your personal information. 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 apologize for any inconvenience that *********** 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
  Reno, NV 89521
  ******************************

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22636566
  
  I am rejecting this response because I used an AMEX credit card in my name, with my home address, and therefore the transaction was not fraudulent.  It's clear the business has no interest in retroactively allowing me the same deal I should have received when I made my original, non-fraudulent purchase.  Thereby, showing no interest in resolving this complaint.
  
  **** ********

  

  Business Response

  Date: 12/24/2024

  VIA BBB WEBSITE
  
  December 24, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On December 16, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from **** ******** regarding a Giftcards.com order that was canceled with no explanation.
  
  As mentioned in previous correspondence, 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. For security purposes not the least of which is to protect our customers, we cannot divulge our screening process regarding orders that are placed on any Blackhawk-owned or managed platform. 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: 01/02/2025

   
  Complaint: 22636566
  
  I am rejecting this response because it does nothing to address the issue incurred. *** is just talking about the validity of their process when clearly its not.
  
  Sincerely,
  **** ********

• Initial Complaint

  Date:12/02/2024

  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 bought a gift card from them before this and after this because I thought they would listen and that didn't happen on November 19 I bought $10apple pay gift card some reason it didn't go thought I seen it was pending at my bank so I called them thet said give it 5 working days to get back in my bank I did I notice by then my bank had paid for the gift card I called again they open a case and i get the same letter as before 1 to 2 business days so I call again and they say the order was completed so no money was given to them called ******* I did my said it was sent through and money was sent to them so I call explain again my bank says open a new case this time tell me to reply to the email with proof from my bank that they paid I did got the same letter again so I call ask to talk to a supervisor I tell him I did everthing they ask and was told the same thing it was never completed so they didn't get the money and it was the same guy that has been sending the email letter saying it's resolve I ask if he read the letter from my bank he said same thing it wasn't completed so its between me and my bank so I have proof from my bank saying they paid them I have them saying it was never completed so not their problem inthought I would try with n you first to go through my bank I have to fill out this whole statement with emails and alot of paper work fot $10 thought maybe you might be able to get results before all that thank you I have 10 emails from when I bought it toneach case open to them saying it's closed I have a letter from my bank saying the money was taken out and sent to them please help the last case number he said will have everything in it will be below

  

  Business Response

  Date: 12/12/2024

  VIA BBB WEBSITE
  
  December 12, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On December 2, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding funds from a canceled order that have not been returned.
  
  Our research has shown Mr. ****** order was canceled due to fraudulent activity. Please be advised we use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. 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. Please be advised that any charges that are shown on Mr. ****** card are pending and will drop off in the timeframe that was set by the financial institution that Mr. ****** is using. 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: 12/12/2024

   
  Complaint: 22628959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 12/13/2024

  Here it proof  from my bank that's it's not pending it was paid  11/19/24 as the letter from my bank states it was pay out almost a month ago so no way it's pending the letter gives you everything you need ill put it attachment  a copy of the letter the bank sent me to show it was paid to ******* I think is the company's letters please let me know anything else you need but I believe this screen shot of the banks letter speaks for itself thank you  ***** gaskey 

  

  Business Response

  Date: 12/16/2024

  VIA BBB WEBSITE
  
  December 16, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** ******
  
  Dear Aspen,
  
  On December 2, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****** ****** regarding funds from a canceled order that have not been returned.
  
  Our research has shown Mr. ****** order was canceled due to fraudulent activity. Please be advised we use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. 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. Please be advised that any charges that are shown on Mr. ****** card are pending and will drop off in the timeframe that was set by the financial institution that Mr. ****** is using. 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: 12/16/2024

   
  Complaint: 22628959
  
  I am rejecting this response because:it's the same answer they have been giving me since November 19 2024 the screenshot shows my bank paid if you cannot read it please let me know I can go in and see the screen shoot but my bank says it has not been pending since November 19 it was paid the screenshot should prove this so please let me know if the screenshot is not readable
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/03/2025

  VIA BBB WEBSITE
  
  December 24, 2024
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, ****** ******
  
  Dear Aspen,
  
  On December 17, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ****** ****** regarding the funds from a canceled order that have not been returned.
  
  As mentioned in previous correspondence. Mr. ******* order was canceled due to activity that was detected on our platform; as a security precaution to protect our customers from fraudulent transactions that may occur, any order that does not pass our multi-level screening process is automatically canceled. The charges that are shown on Mr. ******* card will be removed from the pending status in the timeframe that was set by their financial institution; we cannot expedite or override this timeframe due to having no insight or influence on any financial institution Mr. ****** may have used to place the order. Mr. ****** can also begin a chargeback with his bank to open an investigation on their end. 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: 01/03/2025

   
  Complaint: 22628959
  
  I am rejecting this response because:
  They keep sending you the same letter as they did me back in October I think when it first happened it always same letter my bank has gotten involved but think it should still ****** **** on the bbb rating and still have you follow up. Because if you look at their response it same thing from day day we started this 
  Sincerely,
  
  ****** ******