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.
- 405 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:11/09/2024
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 prepaid Mastercard from ************* on 10/21/2024 in the amount of $90.72. I did everything to process the virtual card on 10/22/2024. I have not been able to use the card for any purchases since. I can see the amount as $90.72 on the website. I have added the card to my virtual wallet, and it still declines any transactions I try. I have called every number on the website, and can not find any way to talk to a person. I just want to be able to use my card.
Business Response
Date: 11/20/2024
November 20, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******** ******
Dear Aspen,
On November 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding roadblocks with redeeming a virtual **** settlement MasterCard ending in 6832.
Our records show the card itself is active with a balance of $90.72. We do show several declined transactions due to an invalid *** code being entered as well as the maximum amount of attempts to enter the invalid *** code being reached. The card may be used at any physical or online merchant that accepts ********** as a method of payment; if Mr. ****** needs to change the *** code for this card, he will need to log into his MyPrepaidCenter account to do so or he can contact our **************** team directly via the phone number listed on the back of 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
**************
******************************Customer Answer
Date: 11/21/2024
Complaint: 22534653
I am rejecting this response because:
Sincerely,
******** ******Customer Answer
Date: 11/21/2024
The reason for my rejection is, I stated in the first complaint that there's no way that I have found to speak to an actual person. I've tried every number I can find for this company. I also did look on the website to try to change a CVV #, I can only find a reset/change pin option. The *** was not entered incorrectly at any point so that is not the problem. I found a button to request an actual plastic card. When doing this, the state for my address is wrong. I live in ***********, the state they have starts with Mat. I have attached this picture. I'm not sure if that is causing an issue. If this company could give me step by step instructions on how to get in touch with a person, instead of vague resolutions that lead nowhere, this might get resolved. As of now, there resolutions do nothing to fix the problem.Business Response
Date: 11/26/2024
November 26, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******** ******
Dear Aspen,
On November 25, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******** ****** regarding roadblocks with redeeming a virtual **** settlement MasterCard ending in 6832.
As referenced in the Terms and Conditions for this card, which may be viewed at **************************************************************** phone number for the *************************** is **************. 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:11/09/2024
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.
Blackhawk blocked my gift card, without my knowledge, and wanted all types of photo id, mail and other personal information that wasn't even needed to get the card!!! It seems that they will block the card and probably keep the money It is wrong and very invasive!!!! It seems that my money has been entrusted to them that they have stolenit !They put a hold on my money for absolutely no reason at all, and without my knowledge. I'd like the hold taken off my card, so I can rightfully have MY moneyBusiness Response
Date: 11/21/2024
VIA BBB WEBSITE
November 21, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, *** ********
Dear Aspen,
On November 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from *** ******** regarding a MasterCard settlement card ending in 4531 that has been blocked from usage.
On November 7, 2024, *********** contacted us by phone regarding his card that was unable to be ************* CS14469432 was created. On the same date, an email was sent to *********** requesting an image of the gift card in question, a copy of the utility bill that includes Mr. ********* mailing address, a valid photo ID that includes Mr. ********* mailing address, an image of the proof of purchase of the gift card. Mr. ******** was also advised that a replacement will be processed once the requested documents are received and validated. On November 12, an email was sent to Mr. ******** advising him that his gift card ending in 4531 has been unblocked and ready to be redeemed.
As of November 21, 2024, we have confirmed an email was sent to Mr. ******** on November 12, 2024, advising his gift card ending in 4531 was unblocked and ready to redeemed. Mr. ******** is also welcome to contact our **************** Support at ************ if he has additional questions. We sincerely apologize for any inconvenience *********** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 12/02/2024
I filed a complaint and they said they took the card off hold, but every time I try to use it, the card gets declined!!!! This is so frustrating! I've included the complaint ID belowBusiness Response
Date: 12/10/2024
VIA BBB WEBSITE
December 10, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *** ********
Dear Aspen,
On December 2, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to *** ******** regarding a MasterCard settlement card ending in 4531 that has been blocked from use.
On December 1, 2024, *********** requested a follow-up for his concern as he continues to experience roadblocks with redeeming his gift card ending in 4531. Case CS14704817 was created to assist. On the same date, an email was sent to Mr. ******** requested documentation to validate ownership of the gift card such as a copy of the redemption email, a valid government -issued ID, and a copy of a utility bill showing the cardholders name and address. On the same date, Mr. ******** responded with questions regarding the repeated request for the documentation.
Our research showed Mr.********* gift card ending in 4531 was blocked on November 16, 2024, in response to an attempt to use the card for a subscription service. Although *********** has already provided the requested documentation for the first unblock, the gift card was blocked again after the first unblock due to another attempt to use the card for bill pay or subscription services; hence *********** receiving the second request for the required documentation for further validation.
As of December 10, 2024, we are still waiting for Mr. ********* response with the required documentation for further validation. Receipt of the documentation is a mandatory step as part of the contract with the program provider to establish ownership between the registered card recipient and Mr. ********* until and unless this required documentation is received, we can take no further actions. 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: 12/10/2024
Complaint: 22533877
I am rejecting this response because:
I DID answer their response!
I asked them to send a cashiers check because this is the second or third time that they asked for all this personal confidential information, information that wasnt used to get the card so how do they even know its real because that wasnt used to get the card!
I asked that they just send the check to the person/address that they have on file, even take money out of it to send it registered mail or ***** needing a signature?. Something really seems amiss and i do hear of all these scams on the elderly
Then they said that the card was unblocked, but twice I tried using it and was declined!!!!Or if the card is truly unlocked, some method of proof that it really is
How many times do they need to ask for this personal information?
They know the card is no good, they can see if there are transactions or declines
It seems like a scam or game they are playing
Why cant they just send a refund in the form of a cashiers check, instead of saying the card is unblocked but it keeps getting declined! This is very frustrating and embarrassing!
Sincerely,
*** ********Initial Complaint
Date:11/08/2024
Type: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.
Hello. I have an issue regarding this particular company as they missed on certain, important information thats suddenly brought up out of nowhere. I've been waiting for an update regarding a dispute with a transaction that wasnt mine on my gift card. I had my money stolen from a similar website of the companys updates for their transactions. It was then realized to me that it was a scam website that looked way too similar to the one presented before. Then, as a result, I wanted to essentially get my money back by contacting this company to file a dispute against these claims so I can get a refund. Now, after 30 days have passed with no back and forths regarding the information that they wanted, they recently want me to provide very personal info such as a selfie with my ID and a police report regarding the situation at hand when that wasnt present in the first place whatsoever. I called to ask in details and was told that I was fine with the information provided as is. I called again on the day Im submitting this issue and now they said that they needed it anyway. They have really tried in the background of these series of emails that Im going to provide but all of them just dont seem to add up to any amount of progress whatsoever. Im familiar with selfie IDs being used as an advantage regarding scams and im not too sure on police reports either. Either way, I do not trust a company with this personal information nor do I want to let this dispute pass along without getting my money back. I hope that this can be fixed in any way, shape or form. Tell me if you need any more information if needed. Thank you for your time.Business Response
Date: 12/06/2024
December 6, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***** ******
Dear Aspen,
On November 8, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** regarding [reason for complaint].
On September 18, 2024, Dispute Case DS0760237 was created to address unrecognized charges against a **** gift card ending in 6856. An email was sent to ************************ with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his name and address if a purchase receipt or activation receipt was unavailable. Mr. ****** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long. This information was re-requested on September 22, 2024, October 3, 2024, and as a one-time courtesy everything but the Dispute Form was waived on October 9, 2024.
Emails were sent at regular intervals from October 15, 2024 to November 27, 2024 while we researched the disputed charges with the merchants associated with them. An email was sent to Mr. ****** on November 27, 2024, stating that the dispute was closed in his favor and that the funds from the disputed charges would be applied to the replacement card that had been sent to him previously. 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: 12/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:11/05/2024
Type: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 filed a rebate with this company and they kept sending me confusing and conflicting info. They refused to provide me the terms and conditions of the promotion after denying my claim for different reasons every time I asked. The support has no knowledge over the products they are supporting and would put info about rebates for other companies in their responses. This rebate is for $70 and I would like to receive it as I bought 4 tires like the promotion stated.Business Response
Date: 11/21/2024
VIA BBB WEBSITE
November 21, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, ******* ******
Dear Aspen,
On November 6, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding roadblocks with receiving the rebate.
As of November 21, 2024, we have confirmed an appeasement gift card totaling $100.00 has been issued to Mx.Cherry. **. Cherry was expected to receive the appeasement gift card within 4-6 weeks. We sincerely apologize for any inconvenience Mx. Cherry 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: 11/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:11/04/2024
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 giftcard from this place and it was used; however, the transaction has been listed as pending since 10/21. The merchant has not received the funds nor have I received my merchandise. A case was opened (case number CS14247611 and I still haven't gotten the funds nor the merchant. I've been bounced around, told various things and different waiting periods that change with each *** that I speak to. I was told 7 to 10 days and now being told 30 days as of 11/4, the staff lie and contradict and I've still not gotten my refund nor the has the purchase been approved. It appears as if my money has been stolen and I'm being scammed because I'm still missing $150.Business Response
Date: 11/20/2024
November 20, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *******
Dear Aspen,
On November 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding a pending charge that has not dropped from a gift card.
Our records show that the charge dated October 21, 2024, has dropped and the card ending in 0330 has a full balance of $150 as of today's date. This card may be redeemed at any online merchant that accepts **** cards as a method of payment. In instances where there are pending transactions, the merchant associated with the charge determines the timeframe upon which said charge will either clear or be removed from the card; this usually takes between seven to ten business days, but in some instances, it can take up to thirty days. 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: 11/20/2024
Complaint: 22513414
I am rejecting this response because: attempted to use the credited amount and the exact same thing occurred, the charge is listed as pending and my purchase hasn't been completed and I've not gotten my merchandise. So, if I have to wait another 30 days and go through this problem the issue is not resolved. There is an issue with the way this is being handled, my money is once again in the abyss. Please see the attached document that shows the purchase and today's dat and it is listed as pending which has recreated the same issue.
Sincerely,
******* *******Business Response
Date: 11/22/2024
November 22, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *******
Dear Aspen,
On November 21, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******* ******* regarding a pending charge that has not dropped from a gift card.
As mentioned in previous correspondence: in instances where there are pending transactions, the merchant associated with the charge determines the timeframe upon which said charge will either process or be removed from the card; this usually takes between seven to ten business days, but in some instances, it can take up to thirty days.Blackhawk cannot dictate the timeframe a merchants payment processing platform takes to either complete a charge or reverse it. As of todays date, the charge shows as partial approval; the merchant in question, ********************************, **** need to complete the transaction 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: 11/22/2024
Complaint: 22513414
I am rejecting this response because: the business has no knowledge of the transaction; therefore, they're unable to complete something that they can't access because the funds have never reached them. This is nearing 60 days of me not being able to access these funds, this shouldn't be the case. ****** Isn't in control of the funds, the bank that issued this card is in control. At the end of the day, I still do not have my merchandise and this issue can't be considered resolved as the business is taking a backseat on this issue. I want the transaction canceled and money returned to my card so that I can just go elsewhere. This is an unacceptable occurrence as a reputable business that issues reputable gift cards, their initial response said that I can use the card anywhere and this is clearly not true.
Sincerely,
******* *******Initial Complaint
Date:11/01/2024
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 prepaid **** card as a 'gift card' thank you from a business partner. There was originally $200 on this card, and it was issued by OmniCard. I spent $85.62 of these funds and then unfortunately, misplaced the card. I later found the card, only to learn that not only had it "expired" but that the company, OmniCard, had been acquired by Blackhawk Networks. I contacted Blackhawk Networks to attempt to access the $114.38 balance on the card that I believe is rightfully mine, only to be denied by them. The fact that they are pocketing what should be funds entitled to a cardholder is completely illegitimate and illegal. I believe that Blackhawk, by assuming both debt and assets from Omnicard upon the acquisition, should be responsible for distributing the remaining $114.38 to me.Business Response
Date: 11/08/2024
November 8, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** *** ****
Dear Aspen,
On November 1, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** *** **** regarding a **** Omnicard that had the funds removed after the expiration date.
On October 24, 2024, Case CS14342104 was created on behalf of Ms. ******** via phone call to check the status of a **** card ending in 1029. Ms. ******** was advised that the card had expired, and the funds were removed. An email was sent to ***************** on October 28, 2024, to request their complete billing address as well as insight into why the card was not used prior to the expiration date. We received the requested information the same day, and we advised that the funds had been removed from the card in accordance to the Terms and Conditions. This information was reiterated on November 1, 2024 in an email to Ms. *** ****.
While federal law does specify that funds from gift cards cannot expire, promotional, loyalty, or rewards gift cards such as this one are exempt from this restriction. As referenced in the "Answers For Our Cardholders" section of our website, ****************************************************************************, this sort of card does expire, and any funds that remain on the card will not be available. We sincerely apologize for any inconvenience Ms. *** **** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************Customer Answer
Date: 11/09/2024
Complaint: 22501920
I am rejecting this response because this company is benefiting from funds that are entitled to the customers. If cash/gift cards are "expiring" with cash balances still on them, the company is illegally profiting. Or maybe that is their business model? To hope that customers forget to use their cards, so the company can then benefit from keeping those funds. It's truly a disgrace, and morally unjust.
Sincerely,
CaraBusiness Response
Date: 11/20/2024
November 20, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** *** ****
Dear Aspen,
On November 8, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from **** *** **** regarding a **** Omnicard that had the funds removed after the expiration date.
As mentioned in previous correspondence; while federal law does specify that funds from gift cards cannot expire, promotional, loyalty, or rewards gift cards such as this one are exempt from this restriction. As referenced in the "Answers For Our Cardholders" section of our website, ****************************************************************************, this sort of card does expire, and any funds that remain on the card will not be available. Furthermore, our records show the funds were removed from the card in 2021; we have no ability to recover the funds this far after the removal date. We sincerely apologize for any inconvenience Ms. *** **** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
************** ******************************
Customer Answer
Date: 11/20/2024
Complaint: 22501920
I am rejecting this response because:I believe the business practices of this company are unethical and borderline criminal, and would recommend an investigation by the Better Business Bureau. If they are in fact pocketing customers' money, which my case has proven, I would like to understand what they are doing with these funds besides using them as profit (e.g. donating to non-profits, etc).
Sincerely,
**** Vas ****Initial Complaint
Date:11/01/2024
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 $200 gift card and paid through zip , I also plan to file a complaint against them. The payment was taken out of my account and I have since paid it off in full.. I never received the gift card and zip wont give back my money because they say that the merchant has to cancel the order . However the merchant side shows I never completed an order so I they cant cancel and refund me.. I am living paycheck to paycheck and cannot afford to just be out $200. I was going to use that for groceries. Please helpBusiness Response
Date: 11/15/2024
VIA BBB WEBSITE
November 15, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********* ******* ******
Dear Aspen,
On November 1, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding a refund request on a purchase of the $200 gift card that was never received.
On October 26, 2024, ********* contacted us regarding a purchase of a $200.00 Door Dash gift card that was never received. Case CS14361214 was created to address Ms. ******* concern. On October 27, 2024, an email was sent to Ms. ****** requesting the Invoice Number of the purchase and the email address used to place the order for further investigation. On October 29, 2024, Ms. ****** contacted us by phone regarding an order that did not receive any order confirmation, but her funds were taken out from her financial institution. Case CS14382791 was created, and Ms. ****** was advised that the charge on her account was pending authorization and should be released within 1-2 business days depending on the financial institution. Ms. ****** requested a managers assistance, and we reiterated that she should reach out to her financial institution for further assistance as we confirmed her order was not processed. Case CS14382791 was then closed with an email sent to Ms. ****** regarding our findings with her concern.
On October 30, 2024, ********* responded to our email sent in CS14361214 with the requested information obtained from her financial institution. On the same date, case CS14361214 was resolved and an email was sent to Ms. ******* advising that we are unable to locate any order or transaction with the information provided. Ms. ****** has also been advised that the transaction should be a pending authorization in which her financial institution should be releasing in the following ***** hours. On October 31, 2024, Ms. ****** reopened case CS14361214, advising her financial institution was waiting for our action to cancel the order before they can process the refund to Ms. *******
On November 1, 2024, an email was sent to Ms. ****** kindly requesting a valid phone number so we could schedule a callback with Ms. ******* On the same date, Ms. ****** responded with a valid phone number, and a call was made to contact Ms. ****** to further assist with her concern. Case CS14416058 was created, and an email was sent to Ms. ****** requesting for a screenshot of how the charge appeared on *************** statement, the transaction date, amount charged and the last four digits of Ms. ******* credit card number. On the same date, Ms. ****** responded to CS14416058 with the requested information as well as advising her financial institution had advised the charge is still pending on our side.
On November 5, 2024, ********* requested for update of her concern in case CS14361214. On the same date, an email was sent to Ms. ****** advising her that we are unable to reach her and requested a preferred callback time to connect. On the same date, ********* responded to our email advising that she did not request a callback and reiterated her concern about the refund request. On the same date, case CS14416058 was closed, advising Ms. ****** that we are unable to locate any orders with the information provided. Ms. ****** was also recommended to reach out to her financial institution for direct assistance as they should be able to release a transaction that did not go through in our portal. Ms. ****** responded to our email in CS14361214 with questions about our response to her in case CS14416058 and requested a managers assistance. On November 6, 2024, Ms. ****** responded to our email requesting a manager's assistance for her refund. On November ******* an email was sent to Ms. ****** advising her that we are unable to contact her by phone and had requested a preferred callback time to connect with her. On the same date, Ms. ****** responded to our email with an explanation of not accepting the previous callback attempts and advised us that her financial institution informed her that we will be refunding her. On November 13, 2024,an email was sent to Ms. ****** advising her that we are still unable to find any corresponding records and requested an image of the charge that she saw on her account for further investigation.
As of November 15, 2024, we are still waiting for Ms. ******* response with the requested information before we can conduct further research to assist. However, our research also showed that we are unable to find any related order under the information provided by Ms. ******* We strongly recommend Ms. ****** to reach out to her financial institution for further refund request as we can confirm that no order was processed from our end and we did not hold any funds from Ms. ******* 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:10/31/2024
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 am taking part in a recall on behalf of bestway and their malfunctioning pumps. I filled out the required information and received approval on 10/28. In the body of the email there is an email, *************************************** in case I need further help. The email belongs to the issuer of the card (black hawk marketing). It has been 3 days since I sent a message in regards to the actual time it will take for my virtual card to arrive. Still no response. 2 days ago, I called ************ and I was given a case number and told someone will call me back with information. No call back. I called again today. My new case number is CS14402011. When I speak to agents there they are absolutely CLUELESS about this recall and have never heard of Bestway or ********, the company handling the recall process. I refuse to believe that will take 2-4 weeks for this card to reach my email! This pump almost caused a fire in my home and I demand that myself and others affected, receive their cards in 2-3 days NOT 2-4 weeks!Business Response
Date: 11/19/2024
VIA BBB WEBSITE
November 19, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********* **** ****
Dear Aspen,
On October 31, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** **** regarding a virtual gift card that was never received.
On October 28, 2024, Mr. **** contacted us by phone regarding a virtual reward card that was never received. Case CS14373341 was created to address Ms. ***** concern. Mr. ***** call was also escalated to a supervisor to provide further assistance, which advised Mr. **** that we were unable to obtain the timeframe to receive the reward card and had recommended Mr. **** to wait for the redemption code of his virtual gift card as he had already received the confirmation ***** from the sponsoring company (*******)about the reward card. Case CS14373341 was then closed after the call was disconnected with Mr. *****
On October 31, 2024, Mr. **** contacted us by phone for updates on his reward card that was not ************* CS14402011 was created, and Mr. **** was advised that we were unable to locate any card with the information given and was informed that his concern was to be escalated to a different department a will be providing a resolution within 24 hours. On the same date, Mr. **** made a second contact with us by phone regarding issues with an open case and requested a supervisors assistance. Case CS14405234 was created. Mr. ***** call was transferred to our supervisor, which advised Mr. **** that we are unable to locate any card within the system and recommended Mr. **** to reach out to the sponsoring company (*******) for further assistance. On the same date, an ***** was also sent to Mr. **** from case CS14405234 requesting the reference number, full name,mailing address and ***** address listed on the claim for our further investigation.
On November 1, 2024, Mr. **** responded to case CS14405234 with the requested information. On the same date,an ***** was sent to Mr. **** from case CS14402011, requesting further clarifications on the information that we obtained from Mr. ***** which Mr. **** was advised to respond with any corrections to support our further investigation. On November 6, 2024, case CS14402011was closed due to no response from Mr. *****An ***** was sent to Mr. **** explaining the reason for the case closure, and Mr. **** was welcome to reopen case CS14402011 by responding to the resolution ***** if Mr. **** has further questions. On November 15, 2024, case CS14405234 was closed, an ***** was sent to Mr. **** informing him that a $100.00 USD virtual gift card was processed to issue to Mr. ***** ***** address, in which Mr. **** was expected to receive within four hours.
As of November 19, 2024, we have confirmed a $100.00 USD virtual replacement card has been issued to Mr.***** ***** address on November 15, 2024. Mr. **** was also advised to check his spam, junk and promotions folders within the ***** if the virtual replacement was not received. 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:10/30/2024
Type: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.
Hello, I used Zip to buy a Best Buy gift card through this processor for $270.00. I got an email which I'll attach that shows they couldn't process it and that I'd get a refund. I still have not gotten a refund and customer support has been mostly absent in addressing my issues.Business Response
Date: 11/11/2024
November 11, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, **** *****
Dear Aspen,
On October 30, 2024, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding order CND6M7A2H2 that has not been refunded after the order could not be processed.
Our research into order CND6M7A2H2 shows that the funds should have reverted back to the method of payment used to place the order. If the funds are still not available, ******** will need to reach out to the financial institution associated with said payment method to investigate further as well as to advise as to what options and courses of action are 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: 11/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:10/29/2024
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.
Upon receiving links via email to activate my prepaid virtual cards I was awarded from class action suit. I clicked on the links provided and entered the activation codes, my cards were blocked. Calling Bhn card support which I had to file dispute 48hrslater I called support and the Rep ******** that were stealing the money from *** card support services well I told them that when is this gonna be resolved because I would like my money to be on them and I'd like to have access to them they told me that I cannot get my prepaid cards or use them until they contact the people that stole the money and get it back from them this sounds a little bit absurd and ridiculous to me I didn't have anything to do with any of that and yet I'm getting penalized by not having access to my funds if you wanna drink which I'm entitled to. One virtual prepaid card is for $576 and the other is for $72Business Response
Date: 11/11/2024
November 11, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ******* *******
Dear Aspen,
On October 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding two virtual settlement cards that have been blocked from use.
Our records show that the cards have been replaced and the replacement cards are active, with transactions being processed as recently as November 10, 2024. Should ********** encounter roadblocks with redeeming the cards further, we invite her to contact our **************** team directly by phone so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
******************************
Blackhawk Network Holdings, Inc. is BBB Accredited.
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