Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

1,144 total complaints in the last 3 years.
406 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/07/2024
Type:Billing 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 entitled to a settlement payment and was denied because of dormancy fee even though my account was not activated until Jul, 27th
Business Response
Date: 08/14/2024
August 14, 2024

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

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

Dear Aspen,

On August 7, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding funds from a virtual disbursement MasterCard that have been drained due to dormancy fees.

As mentioned in the Cardholder Terms and Agreements, which may be viewed at myprepaidcenter.com/page/disburse-virtual, the card is subject to a $5.95 inactivity fee each month after the cardholder has not completed a transaction using the card for6 months. The Terms and Conditions are available for *************** to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card,rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience **************** 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:08/06/2024
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.
gift card #: 6206 8267 4493 0878 serial number: ****************************** claim code: AQB2-3YG2HN-GTA I got this gift card for my birthday last month, when I went to use it the last two digits of the claim code were scratched off. I called and messaged Amazon multiple times one person told me it had already been claimed and used by a person who wasn't the intended recipient. They told me they couldn't do anything about the situation. The gift card was for the amount of 150 and I do have the receipt.
Business Response
Date: 08/20/2024
VIA BBB WEBSITE

August 20, 2024

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

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

Dear Aspen,

On August 6, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding an Amazon gift card that was redeemed by someone other than the intended recipient.

As of August 20, 2024, we can confirm **************** gift card was purchased and activated on June 01, 2024 with the total of $150.00 CAD. As we cannot address redemptions of the Closed Loop gift cards that are not purchased on a BHN-owned or managed platform. We recommend ************* to reach out to the card partner (Amazon) or return to the place of purchase with the proof of purchase and the gift card in question for additional assistance. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:08/05/2024
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.
This letter serves as a formal complaint and demand for immediate resolution concerning a fraudulent incident involving my daughter, a minor, and the subsequent mishandling of the dispute by your representatives.On 8-5-24 my daughter, who is under the age of 18, was provided with incorrect and misleading information by your customer service representatives. Specifically, your representatives failed to inform her that she must be *********************************************** question. Furthermore, she was assured that the process would be expedited within 2-4 hours, which was categorically false.When the promised service was not rendered, my daughter sought assistance and was met with rude and dismissive behavior from a supervisor named ******. ****** not only confirmed that the initial information provided was incorrect but also refused to issue a refund, further compounding the distress caused by this situation. This behavior is unacceptable and unprofessional.Following this, a discussion with a manager revealed acknowledgment that the service experience provided was substandard and not in line with the companys policies or values. Despite this acknowledgment, the issue remains unresolved.It is evident that my daughter has been a victim of fraud, and the manner in which your company has handled this situation has only added undue stress, particularly as she prepares for the new school year. The mishandling and misinformation provided by your representatives have caused significant emotional distress and inconvenience.In light of these events, I am demanding the following:1.An immediate refund of the disputed amount.2.Compensation of $100.00 for the emotional distress and inconvenience caused by your companys representatives.Failure to resolve this matter promptly will leave us with no alternative but to pursue further action to protect my daughters rights and to seek appropriate remedies for the harm caused.
Business Response
Date: 08/16/2024
August 16, 2024

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

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

Dear Aspen,

On August 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regardingfraudulent charges against a MasterCard gift card ending in 9838.

Dispute Case DS0722283 was created on August 5, 2024, by ********************** to address charges totaling $61.34 against a MasterCard gift card ending in 9838, with an email being 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/her name and address if a purchase receipt or activation receipt was unavailable. ********************** 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.

On August 6, 2024, Dispute Case DS0722283 was closed in ************************** favor as a one-time exception, with an email being sent to ********************** to advise that a new card with the $61.34 would be delivered via email. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:08/05/2024
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.
BlackHawk Networks immediately blocked access to funds which were paid to me as means of another company's bankruptcy settlement. Their customer service claims this block is due to security "risk" and asks for a copy of "A Government-issued ID" to advance my case of recovering access to my funds. BlackHawk Networks has never had access to government issued ID and thus could not even authenticate or use this for customer-benefiting purposes, but instead inserts themself as an actual security risk of identity theft for their customers (and prevents access to funds while generating interest income and charging maintenance fees on the unusable funds). I am requesting access to my money on the virtual gift card purportedly created for me or a check paid in full of the money I'm owed to my physical address.
Business Response
Date: 08/08/2024
VIA BBB WEBSITE

August 8, 2024

Better Business Bureau
Complaint Case: 22096280

RE: *******************

Dear *****,

On August 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding issues with a restriction being placed on their Mastercard gift card.

On August 2, 2024, we received contact from Mx. ***** requesting assistance with their Mastercard Gift card ending in 6786. That same day our team requested two documents to verify Mx. ******* identity. They requested a government issued ID and a recent utility bill showing the full name and address. We requested these items so we may verify it against the information registered to the original gift card. Once the following documentation is received our team advised Mx. ***** that there is a 710-day time frame for the card to be mailed. On August 4, 2024, when we had not received a response from Mx. ***** we again requested the above documentation. Later that day Mx. ***** responded with, "No thanks." On August 5, 2024, we again explained we needed the requested documentation to move forward with our case. That same day Mx. ***** again declined our request. On August 6, 2024, we again advised that in order to move forward we needed an official document to verify the address associated with the card.

While we understand that no ID was provided at the initial creation of the card in order for our team to verify the card in question is in fact with the correct person, we need a proper way to verify the address and name associated with the card. The most efficient way for that to happen is via a government issued ID. We would like to invite Mx. ***** to respond to currently active cases with the requested information so we can move forward with assisting Mx. *****.
We sincerely apologize for any inconvenience Mx. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 08/08/2024

Complaint: 22096280

BHN asked for a "government-issued ID" and a "photo ID". They've never had either and nor will they get them, as the card has never worked. It is a convenient model for BHN to immediately lock cards and request sensitive information (thus actually inserting themselves as a security risk) as several other BBB complaints have stated. I am requesting that they do their job and activate the card or send the physical card/cash value of what they owe me via check/digital payment to the address on file. I'll otherwise continue to ignore their requests for sensitive data and inform other potential customers of the massive fraud that this company is.

Sincerely,
****

Business Response
Date: 08/14/2024
VIA BBB WEBSITE

August 14, 2024

Better Business Bureau
Complaint Case: 22096280

RE: *******************

Dear *****,

On August 9, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ******************* regarding issues with a restriction being placed on their Mastercard gift card.

As stated in our previous message while we understand that no ID was provided at the initial creation of the card in order for our team to verify the card in question is in fact with the correct person, we need a proper way to verify the address and name associated with the card. The most efficient way for that to happen is via a government issued ID. We would like to invite Mx. ***** to respond to currently active cases with the requested information so we can move forward with assisting Mx. *****. We are unable to move forward without the requested information at this time.

The ID we have requested is no different than one you would show to verify yourself in a public setting. Mx. ***** is welcome to block out any information he deems a security risk that is not the full name, address associated with the gift card, and the photo. The last three are needed for verification.

We sincerely apologize for any inconvenience Mx. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 08/14/2024

Complaint: 22096280

I am rejecting this response because:

"BlackHawk Networks" has since changed their case email to request PHOTO government-** as well as a copy of a utility bill. They also claim that this is "no different than one you would use to show yourself in a public setting" when this is ENTIRELY different as showing an ** in a public setting is not equal to sending a digital file to a small private company which persists the ** in perpetuity.
My government **'s don't reflect my current address (which "BlackHawk Networks" has confirmed that they have on file) and regardless I refuse to send government-** to this small private company via digital means. Their response is almost laughable.
I'll take a check sent to my address or activation of the card without sending sensitive ** over the internet to this small private company.

Sincerely,

*******************
Business Response
Date: 08/15/2024
VIA BBB WEBSITE

August 15, 2024

Better Business Bureau
Complaint Case: 22096280

RE: *******************

Dear *****,

On August 14, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ******************* regarding issues with a restriction being placed on their Mastercard gift card.

As stated in our previous message while we understand that no ID was provided at the initial creation of the card in order for our team to verify the card in question is in fact with the correct person, we need a proper way to verify the address and name associated with the card. The most efficient way for that to happen is via a government issued ID. We would like to invite Mx. ***** to respond to currently active cases with the requested information so we can move forward with assisting Mx. *****. We are unable to move forward without the requested information at this time.

The ID we have requested is no different than one you would show to verify yourself in a public setting.

Mx. ***** is welcome to block out any information he deems a security risk that is not the full name,address associated with the gift card, and the photo. The last three are needed for verification.

We sincerely apologize for any inconvenience Mx. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 08/15/2024

Complaint: 22096280

I am rejecting this response because:
"BlackHawk Networks" claim that sending ** is no different than presenting ** in a public setting is unbelievably disingenuous and speaks to their fraudulent business model of incentivizing gift cards only to make it difficult/dangerous to attempt to use them. There is no physical address/means of sending identification, and ultimately they have zero means of authenticating the ** or any details therein. They are unable to authenticate anything about me from any ** that I send in as they have no information about me besides an address at which I'm requesting my money in check form. My government ** doesn't even have that address listed and regardless they have no reason to possess permanent copies of mine or anyone else's **.
While I'm thrilled that I've cost "BlackHawk Networks" more than the $32 I'm owed in customer service and low-level paralegal fees, potential customers are still at risk of losing access to their money and creating one more source of identity fraud.
Sincerely,

*******************
Initial Complaint
Date:08/05/2024
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.
I was issued an award **** gift card for $100 on September 2023 as a result of a rebate for purchasing new tires at the *** dealership. I did not noticed that there was an expiration date of July 2024 on the card and just 5 days after the card expired I contacted my prepaid center to explain and was told the card was expired and so does the funds and that there was nothing that can be done about it and the money has been lost. I believe this is an unfair practice. As for the resolution I'm seeking for these funds to be available for me to use.
Business Response
Date: 08/16/2024
VIA BBB WEBSITE

August 16, 2024

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

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

Dear Aspen,

On August 06, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding funds from a rebate gift card that have been swept due to breakage.

As of August 16, 2024, we showed ******************** gift card ending in 9225 was activated on August 01, 2024,and expired on July 31, 2024. We also showed the gift card was partially redeemed in September and October 2021, with the remaining balance of $13.96 sweep after its expiry. We can confirm while federal law does specify that funds from gift cards cannot expire, however, promotional, loyalty or rewards gift cards were exempt from this restriction. The program provider associated with these gift cards set the expiration date as part of their contract terms with us to ensure the funds are used within a specific time period rather than being held onto indefinitely. The Terms and Conditions are available for ***************** to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card,rewards card, promotional card or loyalty card to ensure they are able to utilize the funds associate with the card to be the best of their ability within the strictures of the card network allowances. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:08/04/2024
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 Choice Gift card recently. These are sold by Blackhawk/ giftcards.com. Choice Gift cards are a type of gift card where you have the option to redeem them at giftcards.com for store specific gift cards at a select group of retailers. I redeemed mine through their website for a Lowes gift card. They generated the card was then sent the Lowes gift card from them. I attempted to use this card at Lowes and was told that my PIN number was invalid therefore rendering the card that I received from Blackhawk/giftcards.com unusable. I contacted their customer service and was told there was nothing they would do even though the card was sent and generated through them. I was then told to contact *****. I did and was told that since the gift card was purchased and generated through blackhwawk/giftcards.com that they would need to fix this issue. So I am currently holding a Lowes gift card sent to me by Blackhawk/giftcards.com that I spent money on but cannot use and they refuse to correct the issue.
Business Response
Date: 08/14/2024
August 14, 2024

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

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

Dear Aspen,

On August 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding a ****** Gift Card they are encountering roadblocks with redeeming due to the PIN being invalid. ********************** is a third-party order fulfillment platform for various merchants via the Giftcards.com system.

On August 2, 2024, Case CS13624909 was created via the online Contact Form on Giftcards.com to advise that a ****** gift card was unable to be redeemed. A response was sent to *************** on August 3, 2024, stating that concerns regarding card status, balance issues, or redemption problems need to be addressed by ****** directly at **************. ************************ responded the same day stating that because the card was purchased through our platform that he felt we were responsible for addressing roadblocks with redeeming it. We responded on August 5, 2024, advising that once the card is purchased and sent, we have no ability to assist with redemption concerns as we do not have access to the redemption platform for ****** due to Giftcards.com being an order processing platform for gift cards such as ******.

As mentioned above,Giftcards.com is a third-party order fulfillment platform for various merchants including ******; the eGift Cards and PINs are not generated by Giftcards.com directly but are pulled from a database provided by ******. To address issues with redemption, we recommend reaching out to ****** directly as they are the providers of the eGift Card for distribution and can therefore potentially provide a resolution. 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
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:08/02/2024
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 am forwarding my issue to the owners itself simply because I can't get any resolution with customer service and is being told different reasons which is not adding up. I hope my money on these prepaid cards aren't being taken and I'm being lied to. I found out this company is the owners of prepaid cards and "MyPrepaidCenter". I have two cards that have refunds not being put back on my available balance and the merchant has already processed a refund back in early July. My money is still not on my available balance. I continuously called in about this same issue and keep getting told "we see the refund but it is not reflected in available balance so we cannot open DISPUTE" I have never heard of that. If you see my money sitting there, why not put it back?. I have received a refund on one card ending in 9522 in the amount of $7.40 and $22.04 from TIKTOK and these funds I still do not have? I have proof the merchant sent it. They keep claiming, the merchant hasn't processed. They have processed the refund and I talked to the merchant several times. It's something to do with these cards and customer service not processing something correctly. This card company keeps holding my money and I'm unsure why. I have attached the proof to this complaint. I also am missing a refund from AMAZON in the amount of $10.41 on card ending in 6522. They have put one refund on my card so where is the other one???? This company is not being honest and I can't dispute because they are saying they see it but don't need to dispute it because its there pending but isn't reflecting on my balance? Why is it not reflecting??? Please return my funds as the meechant has did their portion. This company needs to do the other part, it has nothing to do with the merchant.
Business Response
Date: 08/14/2024
August 14, 2024

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

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

Dear Aspen,

On August 2, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding refunds that have not appeared on two (2) MasterCard disbursement cards.

Our records show that the card ending in 9522 had a hold of $22.40 reversed, and transactions against the balance as of July 23, 2024, with a current balance of $.97 on this card. The card ending in 6122 has a current balance of $.38, with an expired hold of $10.41 having been reversed and transactions being processed against the card balance as of July 26, 2024 and July 27, 2024. We sincerely apologize for any inconvenience Mx. ******* may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 08/14/2024

Complaint: 22080999

I am rejecting this response because: I'm not understanding the response from this business this business has not put my money back to my card it is still showing a balance of $0.97 as they're showing yes it has been reversed but you guys have not placed this back to my available balance how is this resolved and I don't have my money yet and it's been since July the 12th in July the 23rd and the money is still not reflecting on my balance I'm not understanding the response from this business they're not making any sense. It it is in fact hasn't been it resolved because my money is still not there

Sincerely,

Tabreeka *******
Business Response
Date: 09/06/2024
September 6, 2024

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

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

Dear Aspen,

On August 30, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *********************** regarding refunds that have not appeared on two (2) MasterCard disbursement cards.

As mentioned in previous correspondence, our records show that the card ending in 9522 had a hold of $22.40 reversed, and transactions against the balance as of July 23, 2024, with a current balance of $.97 on this card. The card ending in 6122 has a current balance of $.38, with an expired hold of $10.41 having been reversed and transactions being processed against the card balance as of July 26, 2024, and July 27, 2024. We have taken the liberty of providing transaction histories for the cards in question; any pending charges that have not been already reversed may take up to thirty (30) days from the transaction date for the merchant to address. ****************** may also utilize our Dispute process by contacting our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. We sincerely apologize for any inconvenience Mx. ******* may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 09/06/2024

Complaint: 22080999

I am rejecting this response because: ************ keeps stating that it was reversed but they haven't even put the balance back on my AVAILABLE BALANCE. It was not reversed from the MERCHANT. The merchant cancelled my order and I have yet to receive my money back to the card. There's a ending balance of the total amount. Why hasn't it been back on my card. A DISPUTE IS not necessary if the merchant refunded my order. Why am I disputing? That's only a option if the MERCHANT is not willing to refund me. Their system is completely messed up. It has been over 30 DAYS. This has been since July 10, 2024. I have never experienced this with any card used. ************ needs to manually put my money back on my gift card balance. I have spoken with dispute services over 10 times. I'm not understanding what's going on with their system. If I make a purchase and my order was cancelled then the money should RETURN to the card. This card I haven't seen my money in almost 2 months and I keep getting told the SAME thing. ***** days for a dispute and their dispute services do not even thoroughly look over anything even when you provide proof. I have 3 cards and a open dispute that they still haven't credited me for. When I have sent in Athe proof. Check the ATTACHED pictures. These prepaid and gift cards is not RIGHT because they are holding funds and not returning money back to your card. This isn't right and someone needs to forward to corporate to figure out what is going on with their system INTERNALLY. Dispute services have specifically told me they have forward my concern to a "INTERNAL TEAM". I still have mot heard anything. Something is completely wrong with this company handling these cards. There's a dispute OPEN ALREADY for one card and merchant refunded me. They still have not looked over that and credited my account. This is for card ending in 4577 since I received a new card from the old. The ourpose if a dispute is if the merchant has not refunded me. I have several proof that's not being looked at that shows the dates of the REFUNDS. Fix your system please or manually credit my account. This has never happened to any card I have used receiving my money back but blackhawks prepaid cards. Everytime I contact customer services iver they phone they either hang up on me or transfer me over to disputes, not even a supervisor can assist, something is scammy going on with this company. They keeo mentioning my balance, yes because the availability of my funds has not been credited . It shows the balance on ENDING BALANCE. Why is it stuck????? Where is this internal team that is supposed to contact me they supposedly told me over the phone or is that another lie?

Sincerely,

***********************
Initial Complaint
Date:07/31/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Email sent to Blackhawk in reference to case CS13489565 What is the status of this case that supposedly was escalated?Card was initially declined that I was told was because of suspected fraud (obviously not on my part) since I was aware funds were never used. Then I am told I have to submit all sorts of proof that I am entitled to funds AND I ONLY HAVE 3 days, and asked again for more information.Sure seems like a scam or way to avoid payment. 9 days ago I received reply "Your request is under review, and well get back to you within 48 hours"I should contact ************************ at FTC.gov/Complaint or (877) IDTHEFT This refers to BIPA settlement Instagram BIPA Settlement in the amount of $32.56 that I right fully received a digital card for however when I tried to use it, it was declined.I was told it was declined for possible fraud attempt. I have been asked and provided a copy of my drivers license, a copy of a utility bill, a copy of the original email and still am getting a run around.
Business Response
Date: 08/09/2024
August 9, 2024

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

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

Dear Aspen,

On July 31, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a replacement MasterCard settlement card that has not been received.

On July 17, 2024, we received a phone call from **************, advising that her MasterCard settlement card ending in 5217 was unable to be used. Case CS13489565 was created, and an email was sent to ***************** to request a photo of a current government-issued ID, a copy of a utility bill showing her full name and address, and a copy of the original email received which contained the link for the virtual card. We received the documentation the same day save for a utility bill, and we re-requested this documentation on July 18, 2024. We received the requested update on July 18, 2024, and sent a response to ************** to state that we were investigating the card and would provide an update within 48 hours.

On August 5, 2024, we sent an email to ************** to advise that a replacement virtual card was sent to her along with instructions on how to redeem the code to access her funds.Follow-up emails were sent on August 6, 2024, and August 7, 2024, requesting verification that the virtual card was received. As of today's date, we have not received a response. If ************** has not received the replacement virtual card in her inbox, we recommend having her check her spam folder, junk mail,bulk mail, or promotional folders for the link. ************** *** also respond to any of the emails that have been sent within her Case, or she *** contact our **************** team by phone so a representative *** provide any insight that *** be available. We sincerely apologize for any inconvenience ************** *** have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 08/09/2024
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. They're comments are not exact but it has been resolved. They included personal information, my email address, that I do not want published on your site.

Sincerely,

***************************
Initial Complaint
Date:07/31/2024
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 I got my virtual card from myprepaidcenter for $3.69 on 11/09/2023, on my card I am seeing dormancy charge of same amount applied on 05/11/2024. As per law dormancy charges can not be applied for 1 year, so it's a clear case of fraud. I need a refund for the false charges on card
Business Response
Date: 08/05/2024
August 5, 2024

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

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

Dear Aspen,

On July 31, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding a Virtual disbursement card with its dormancy fees charged prior to what was stated within the Terms & Conditions.

Our records show that the card was activated on November 9, 2023, and the dormancy fee was processed on May 11, 2024, which is in alignment with the Terms and Conditions for this card.The Terms and Conditions on the website myprepaidcenter.com/page/mc-disbursements-virtual-us states that dormancy fees will begin 6 months after the last successful transaction. As a one-time courtesy we have reversed the dormancy fee back onto the card, with the current balance now showing as $3.69. We recommend that Mx. Shah process a transaction against the card to ensure no dormancy fees are incurred further. We sincerely apologize for any inconvenience Mx. **** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:07/30/2024
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 purchased a virtual **** account on 7/30/2025 from giftcards.com. I got the confirmation email for the purchase then the email containing the virtual ****. I tried to use the card and it didnt work. I even tried to go back to the giftcards.com to check the balance and it didnt work either. The virtual card just doesnt work. I reached out to customer support twice and they both told me it was user error but the card just doesnt work. At this point I just want a full refund. This is ridiculous.
Business Response
Date: 08/07/2024
August 7, 2024

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

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

Dear Aspen,

On July 30, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************** regarding a ************ gift card ending in 7393 that does not work.

Our records show that the order associated with the purchase of the virtual gift card was refunded on July 31, 2024, back to the method of payment used to place the order for the virtual gift card. We recommend that Mx. ***** allow for the funds to reappear in accordance to the standard timeframe set by the financial institution associated with the method of payment used to place the order. We sincerely apologize for any inconvenience Mx. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com

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