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
- 1,144 total complaints in the last 3 years.
- 406 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:07/29/2024
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.
In February 2023 my husband and I adopted a dog. Subsequently, our marriage fell apart and I moved out of the home which is the extenuating circumstance as to why this was not addressed sooner. Over a year later, my husband and I now divorced, I found the chewed up remainders of two **** gift cards and the letter they were sent on with an activation code that was likely ordered around Feb/Mar 2023. The cards do not expire until 2031. They were never activated, as the dog chewed up that section of the letter with a PIN number required for activation. Both cards have legible information on them. Calling Blackhawk Network NUMEROUS times leads repeatedly to them telling me to call *******, who issued the card through GIFTCARDMALL.COM - I believe this is also owned by BlackHawk Network. Calling Staples support tells me to call Blackhawk Network. I believe that ********* Network has the money that was paid for these cards, otherwise I'd of never received them in the mail. They refuse to reissue the cards or provide me with the activation code for them, which renders them useless. The activation pin and phone number/web site are, again, run by Blackhawk Network. They tell me that "because they weren't activated at point of sale..." Again, I believe THEY have my money, not Staples. The amount is $400, two $200 **** gift cards. The closed customer service complaint number with ******************** is **********.
Business Response
Date: 08/08/2024
VIA BBB WEBSITE
August 08, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear Aspen,
On July 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding two damaged **** gift cards that were not activated.
On July 16, 2024, *********************** contacted us by phone requesting assistance for activation failure of her gift card ending in 6852. Case CS13480381 was created and was resolved on the same date advising ************************ that the activation on her gift card failed due to there being activity against the card before the card itself was activated. On the same date, ************************ contacted us by phone advising us of her concern about the same card that she attempted to activate but the activation pin was damaged by her pet. Case ********** was created and was later transferred to our escalation team for further assistance. ************************ requested a card replacement, and her mailing information was also noted down for further assistance. On the same date, ************************ contacted us again to add more information for a second card number ending in 2641 with the same concern. Case CS13482163 was created and was then resolved as the card information was combined into case CS13481273.
On July 17, 2024, *********************** contacted us by phone inquiring about the reason why her gift card was not working. Case CS13486187 was created, along with the reference case number CS13480381 provided by ************************. Per case CS13480381s notes, *********************** has been advised the activation on her gift card was failed and was advised to return to the place of purchase for further assistance. *********************** disagreed with the explanation and requested a supervisors assistance. We requested images of the gift cards for further review from ***********************, and on the same date an email was sent to ************************ requesting images of the gift cards in questions. ************************ responded with the gift card numbers; however, no gift card images were received.
On July 20, 2024, a follow up email was sent from case CS13481273 to ************************ advising her replacement request was under review and an update will be provided to her within 48 hours.On July 21, 2024, one of our supervisors attempted to contact ************************ by phone from case CS13486187 but did not get a response, a voicemail was left for ************************.
On July 22, 2024, a follow up email was sent to ************************ from case CS13481273, requesting images of the gift cards in question. On the same date, ************************ responded with the images of the gift cards in question. On the same date after the gift card images were received Case CS13481273 and CS13486187 were resolved as *********************** was advised to contact the store of purchase or their website for further assistance after we had successfully contacted ************************ by phone.
On July 29, 2024, *********************** contacted us by phone for activation issues on her gift cards, along with reference case CS13481273. Case CS13584799 was created to assist ***********************. ************************ was advised to contact the merchant to complete the activation. Case CS13584799 was then resolved as ************************ disconnected the call while we were trying to provide her with the merchants phone number for further contact.
As of August 8, 2024, we can confirm Ms. *********** gift cards ending in 6852 and 2641 were not activated.As we are unable to provide the activation pins for the two gift cards, *********************** was recommended to contact the merchant (Gift Card Mall)s phone number at ************** for further assistance regarding the gift card activation or to address a possible replacement. 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.comInitial Complaint
Date:07/29/2024
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.
After being in a focus group early this yr. 2024, I was to be paid $50 with a prepaid card. It is 7/29/2024 and still I have not received it! This is even after 6 attempts with talking to them and listening to their promises that it will be sent out and I will have it in 7-10 days. Still nothing. I simply want what I am owed and have been since May 13, 2024.Business Response
Date: 08/13/2024
VIA BBB WEBSITE
August 13, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, *********************
Dear Aspen,
On July 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a $50 Prepaid gift card that was not received.
On May 15, 2024, Ms. ***** contacted us by phone to request that her virtual gift card ending in 9446 be converted to a physical plastic card. Case CS13025424 was created and was resolved by advising ************** about the $3.00 conversion fee and the delivery time of 7 (seven) to 10 (ten) business days. On June 03, 2024, Ms. ***** contacted us by phone reporting her plastic gift card had not been received.Case CS13160324 was created and was resolved by processing a replacement gift card ending in 8962 for **************, along with reiterating the delivery timeframe. On June 20, 2024, ************** contacted us by phone reporting that her second replacement gift card was not received. Case CS13286105 was created and was resolved by issuing a replacement gift card ending in 6195 with expedited shipping to the address provided by ************** due to the past shipments having not been received. On June 30, 2024, ************** contacted us by phone inquiring about her gift card ending in 8962 that was received but was unable to be activated. Case CS13359612 was created and was resolved by advising ************** that her gift card ending in 8962 was closed and replaced due to the replacement request that was completed when she contacted us on June 20, 2024.
On July 17, 2024, ************** contacted us regarding her replacement card that had not been received since requested in May 2024. Case CS1348999 was created and escalated to assist *************. On July 19, 2024, ************** contacted us to state that her replacement card had not been received. Case CS13505259 was created and another expedited replacement gift card ending in 7333 was issued to ************** along with the delivery timeframe. On July 20, 2024, an email was sent to ************** advising her gift card has been replaced. On July 21, 2024, Case CS13489994 was resolved as another expedited replacement gift card was issued to ************** in CS13505259.
As of August 13, 2024, we can confirm our latest replacement gift card ending in 7333 has been delivered to ************* on July 30, 2024. Our record also showed the gift card ending in 7333 was registered and activated under **************. 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.comInitial Complaint
Date:07/29/2024
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 received a $50 corporate gift card from Charmin, issued by Blackhawk (around May 2024).I purchased a $50 gift card from Texas Roadhouse for a friend around the same time. My friend never received the card. I have contacted all parties without resolution. I am no longer interested in dealing with them. Blackhawk needs to refund my money.Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***************************
Dear Aspen,
On July 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a CashStar order for *************** that was not received.
Our records show that the Texas Roadhouse gift card associated with order CND6KE3ASM was shipped to ***************************************** and the Promotional eGift Card was sent to ********************** However, on June 17, 2024, Dispute Case DS0696178 was created to address the charge for the order using a MasterCard promotional card ending in 1751. This Dispute Case was closed on July 30, 2024, with the funds from the purchase being reverted back onto the card and an email being sent to ****************** advising him that this was done. 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.comCustomer Answer
Date: 08/17/2024
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:07/28/2024
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 bought a $500.00 load of Mastercard Debit from Kroger on 7/14/24 a retail seller for Debit cards from BHN, I used it online on 7/15/24. The next day which was 7/15/24 a fraudulent $450 charge was made. I didn't realize it until 7/22/24 I was going to use it to purchase something online and it was declined. I logged on BHN website and I saw the transaction history there. The name, and address were changed, and I could not access anything via phone when I first tried checking the balance. When I registered the card via phone on 7/15/24 the website kept on glitching and was hard to access. I should have known that was a clue that someone was trying to hack my account. I just want the $450 stolen from me back. I tried to contact the company via phone it it all automated. Went to BHN website filed a dispute via the links on the website. Finally heard from them they are asking for more information - government ID which is a RED flag. I have correspondence from them I have hesitation replying to. I am escalating this to your organizationBusiness Response
Date: 08/08/2024
August 8, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *************************
Dear Aspen,
On July 28, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding unauthorized charges against a MasterCard gift card ending in 7339.
On July 22, 2024, we received an email from **************************** advising of unauthorized charges against a gift card in their possession. Case CS13527949 was created, and an email was sent on July 23, 2024, requesting a photo of the front and back of the card, a valid government-issued photo ID, and either a purchase receipt,activation receipt, or bank statement reflecting the card purchase. ************** responded to advise that she did not feel comfortable submitting a photo ID,and we responded to state that the reason we needed this documentation is because the card itself is nameless and the Dispute Case would need to be registered under her name and address to be able to refer the dispute to the gift card network associated with the card in question. On July 28, 2024, we sent another email to ************** with further clarification regarding why we needed photo ID: namely, that the information we had on file for the card does not match what she had provided, and that this documentation was needed to meet our security guidelines. ************** provided documentation without a photo ID,and Dispute Case DS0718530 was opened on July 29, 2024.
Despite having not received the photo ID to establish proof of address and the documentation we received from ************** to establish proof of address not being valid, Dispute Case DS0718530 was closed on July 29, 2024, in **************** favor as a one-time exception, with an email being sent to **************************** advising that a replacement card would be sent with the full $450 to the address provided within her Case. ************** was advised to allow up to ten (10)business days for the card to be shipped to her. 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.comInitial Complaint
Date:07/27/2024
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.
7/27/2024 I ordered a cvs e-gift card for ****** usd!!! The payment was processed thru PayPal and confirmed by email only to be cancelled on their end with the payment still pending. I call their customer support and the agent name ***** says no worries Ill have you a new card within 3 hours sent to my email. Ok sure whatever. 3 hours nothing 4,5,6,7 hours later nothing. I call again they tell me they cant see why the order is cancelled and that I get a refund in 72 hours if not call them back!!! This was a credit/debit purchase not a ACH transfer it should have been immediately refunded to the the card used not 72 hours. I feel I have been dipped and scammed. I wanted the card so it could be used to cover copays for the pharmacy and now I have no money or no product please helpBusiness Response
Date: 08/02/2024
August 2, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *****************************
Dear Aspen,
On July 27, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding two CashStar orders that have not been refunded after the orders were not fulfilled.
We use a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves input 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. We apologize for any inconvenience that you *** have experienced. Any funds that *** have been removed as part of the ordering process will be returned within the timeframe established by the financial institution associated with the method of payment used to place the orders. 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
**************Initial Complaint
Date:07/27/2024
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.
so i have activated a prepaid mastercard 25$ gift card to the website, i have created an account and got the card information, i linked the card to ****** wallet and it linked, when i tried to pay in store the payment got rejected, when i checked the card in ****** wallet it said to be verified but when i tried to verify it, it doesnt work, so the card got removed and i contacted ******, they told me i need to contact myprepaidcenter to tell them something about tokenization, but the problem is i cant contact myprepaidcenter through email and they only have a number to contact, but i live in ******* and i cant call them, i'd just like the problem to be solved and fix my issue.my email in myprepaidcenter is: ******************* password is: !Minou2009!phone number: ********** card information: **************** 07/25 577Business Response
Date: 08/05/2024
VIA BBB WEBSITE
August 5, 2024
Better Business Bureau
Complaint Case: 22052122
RE: Amine ***********************************************************************************
Dear *****,
On July 29, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********** regarding using their Mastercard gift card ending in 6478.
On July 29, 2024, we received a complaint from Mx. ***** in regard to issues with using their Mastercard gift card ending in 6478. We understand that Mx. Hajji is Located in ******* and having difficulties contacting us. We would like to invite Mx. Hajji to contact our international CS number at **************.We sincerely apologize for any inconvenience Mx. Hajji 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.comInitial Complaint
Date:07/26/2024
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.
Gift Cards from this company were given to me by my employer. Upon activation, both cards were drained of funds and unusable. This is not the first instance of this issue that I have dealt with.Business Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *********************
Dear Aspen,
On July 26, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding two gift cards that have been drained of funds.
On July 26, 2024, Dispute Cases DS0716804 and DS0716807 were created to address two cards that had the funds drained prior to attempting to be used by **************, and 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/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.
As of August 1, 2024, we had received the requested documentation and an email was sent to **************, advising that both Dispute Cases had been closed in her favor and that replacement cards would be sent to her as a security precaution to ensure the funds are not used until the cards are activated by ************** once they are received. 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.comInitial Complaint
Date:07/25/2024
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.
On April 18 2024, I received a text from a number who was pretending to be the CEO of the company I currently work for. I had no knowledge of if this phone number was legit due to the fact we only communicate through work phones, NOT cell numbers. The CEO was in ******* at the time, so it made complete sense why he would text me on his cell. He wanted to reward certain employees for exceptional work with giftcards. We do this often at the company, and typically, I am the one that purchases them so this was not unusual.I was instructed to purchase 4 **** giftcards containing $250 each - these were purchased at the grocery store In ************, ******. Because I do not have my own company card, I used my personal credit card to purchase these as I was told I would be fully reimbursed (which is also not unusual) - so in total, my card was charged $1,026 including tax.He claimed he wanted to distribute them to the recipients via email, so he asked for photos of the giftcards to send them out. As soon as these were "sent out", he asked me to go purchase more, and that is when it seemed sketchy. I called to check the balance on the **** giftcards, and the money had already been spent at a Holiday Inn that quickly. Come to find out this is obviously not the CEO of my company. I have been in contact with BHN for the past few months now trying to resolve this. I have sent in all requested documentation and was now directed to fill this form out and file a police report.Business Response
Date: 08/09/2024
August 9, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *********************
Dear Aspen,
On July 25, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding being misled into purchasing gift cards.
On April 18, 2024, we received a phone call stating that transactions against multiple cards that they purchased were unauthorized. Case CS12822466 was created, and an email was sent to *********************** to request photos of the front and back of the cards in question, a photo of their most recent utility or phone bill, and either a purchase receipt, activation receipt, or bank statement reflecting the purchase of the cards. We received a response on April 24, 2024 with the requested documentation for four (4) of the cards, and an email was sent on May 18, 2024,requesting documentation for the cards ending in 3290 and 6197. We received a response on May 21, 2024, with photos of the last two cards and a photo of their ID. A response was sent on May 30, 2024, requesting photos of the front and back of four (4) cards ending in 7976, 5900, 9445, and ********************************************************* 3290 and 6197. We received the requested photos on June 4, 2024, but did not have enough documentation to be able to register the cards so a dispute could be processed. On July 24, 2024,we advised ************** via email that we needed a valid government-issued Photo ID or driver's license to validate her name and address so we could replace the cards.
On July 30, 2024, Dispute Cases DS0719008, DS0719020, DS0719032, DS0719040, DS0719055, and DS0719069 were opened on ****************** behalf, and on July 30, 2024, emails were sent ************************* as well as *********************** to advise that all Dispute Cases were closed in ****************** favor, that replacement cards would be sent to her, and to allow up to ten (10) business days for the replacement cards to arrive. 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.comInitial Complaint
Date:07/25/2024
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 ordered three gift cards June 9 and 9 Thry hsve nver been delivered *** I was told I would get a refund yesterday. The compamy repeatedly lies and no 9ne is assiting me!Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear Aspen
On July 25, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding three (3) orders that have not been received.
On July 24, 2024, Case CS13548559 was created to address the fact that three orders that she had placed were not received. A refund was offered and accepted on this date after declining to have the physical cards re-sent or converted to e-gift cards. An email was sent to ******************** on July 25, 2024, advising that the orders had been refunded and to allow up to five (5) business days for the refund to reflect on her bank statement. 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.comInitial Complaint
Date:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a settlement from **************** on 6/14/2024 in the amount of $4072.12 through a virtual card, the virtual card expired when the physical card arrived which was also expired when they sent it to me. So then I spoke to a representative which told me I had to wait ***** hours to let them review my case,( note: this is the 3rd time they said a new card was on the way) I only received the 1 card which was expired. On 7/15/24 I ordered a new card and paid $20 to have it expedited 3-5 business days (I never received). I called on 7/22/24 and spoke with a supervisor (*********) in which he also said I have to wait another ***** hours for them to review my case again (case #: CS13527863). The balance left on the Blackhawk Master card is $2,334.29. This has been the worst experience Ive ever had with any card. I really would appreciate it if you could please help me. Thank youBusiness Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********. ***************************
Dear Aspen,
On July 24, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a replacement disbursement card that has not been received.
On July 22, 2024, we received a phone call from ****************, asking if his replacement card had been sent.Case CS13527863 was created, and **************** was advised that the card was sent.An email was sent to ************************** on July 24, 2024, with the tracking number 1ZA799V60207413354 for his replacement card. Case CS13527863 was closed on July 24, 2024, as Resolved.
In researching this complaint,our records show that the replacement card has been received as of July 24,2024, with a current running balance of $985.14 with transactions being posted to the account as recently as August 2, 2024. We sincerely apologize for any inconvenience [complainants name] *** 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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