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:07/23/2024
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.
As a part of a class action settlement, I received multiple virtual gift cards from Blackhawk Network, also called Card Activate, BHN, Service-Now. They have many names.Attached is the list of the cards that I received that have now expired. I have made something like 15 calls and 15 cases to get the cards re-activated.At this point it's a game of run around. They are asking for emails from EIGHT years ago, which is simply too much.I have provided more than enough identity and they owe me all of these funds on ONE physical Gift Card at this point. It's time to simply put this to bed.
Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *********************
Dear Aspen,
On July 23, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding 297 MasterCard Disbursement cards that have been blocked from use. Blackhawk is a program fulfillment provider for this disbursement program.
On August 31, 2023, we received an email from ****************** with a list of two hundred (200) gift cards that ************** wished to have converted to physical cards. Case CS11066349 was created, and a response was sent on September 4, 2023, advising that we were looking into ****************** request and to allow time to research. We received an update request via email from ************** on September 7, 2023, and on September 11, 2023, we requested the original email address that ************** submitted for the claims as well as the claim numbers for all two hundred (200)DigitalPay Lithium Battery virtual Disbursement cards. This information was re-requested on September 12, 2023, and September 13, 2023. ****************** response was "All of these were remitted to my Gmail account.I do not have claim numbers for each, that seems like entirely something that gets disregarded after the funds are remitted". On September 15, 2023, we advised ************** that the claim number provided at the time the claims were submitted were required for us to proceed further, and to reach out to the program administrator for further assistance regarding this matter. Case CS11066349 was closed on September 18, 2023.
On September 28, 2023, Case CS11240685 was created as a continuation of Case CS11066349, and on October ******, we re-requested the original email address that ************** submitted for the claims as well as the claim numbers for all two hundred (200) DigitalPay Lithium Battery virtual Disbursement cards. This information was re-requested on October 2, 2023, October 3, 2023, and October 4, 2023, with Case CS11240685 being closed on October 7, 2023, due to no response to our three (3) attempts to obtain this information. Case CS11362128 was opened on October 17, 2023, by **************, and we re-requested the original email address that ************** submitted for the claims as well as the claim numbers for all two hundred (200)DigitalPay Lithium Battery virtual Disbursement cards on October 23, 2023. This information was re-requested on October 25, 2023, and October 26, 2023, with Case CS11362128 being closed on October 27, 2023, due to no response to our multiple requests for this information.
Because of the unusually high volume of the same type of disbursement cards in ****************** possession, the requested information is mandatory before any further assistance may be rendered; this is a stipulation by the program administrator and Blackhawk cannot and will not override this requirement under any circumstances. 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: 08/20/2024
Complaint: 22034745
I am rejecting this response because:I have provided all of the info that they have requested and beyond. There is no reasonable reason why the amounts cannot be reissued and reissued as one distribution.
They have completely confusing customer service and its meant to mislead. They have gone completely dark on me since I have provided significant personal data to them.
Sincerely,
*********************Business Response
Date: 08/26/2024
August 26, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *********************
Dear Aspen,
On August 20, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response to a complaint from ********************* regarding 297 MasterCard Disbursement cards that have been blocked from use. Blackhawk is a program fulfillment provider for this disbursement program.
As of todays date, we have not received details regarding how the benefits for the volume of the cards were awarded to ************** even though the cards themselves show they are in different names according to the program provider.
Because of the unusually high volume of the same type of disbursement cards in ****************** possession, the requested information is mandatory before any further assistance may be rendered; this is a stipulation by the program administrator and Blackhawk cannot and will not override this requirement under any circumstances. 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: 08/27/2024
Complaint: 22034745
I am rejecting this response because, there has been sufficient evidence and proof of ID for this to be reissued. I am not accepting the Blackhawk response. I am not losing out on these funds.They refuse to communicate to me directly. HELP
Sincerely,
*********************Initial Complaint
Date:07/22/2024
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.
Complaint taken in dictation by BBB rep ** 7/22/24 At Christmas time my husband gave me a $100 gift card I put it on my dresser, so I wanted to save it for when we go on vacation. So that card was never touched. I kept the receipt for when he bought it and he bought it 12/12/23. When I went to use it again it never left my dresser, when I went to use it at publics store, the girl said there was nothing on the card. I was not only furious I was embarrassed, so I did some research and found out it was Blackhawk that was issuing these card, when I contact them they had me call the cardholder dispute and they had me send them activation card copy and a copy a bill the Lincoln county tax bill with my name on the address on it and then I sent a phone bill, then they said give them 10 days. There was five different case numbers they did on me. I have been getting emails every couple of weeks saying there working on it. Then they sent me an email saying there was a purchase on there from **** ********** April 2 2024.Business Response
Date: 08/01/2024
VIA BBB WEBSITE
August 1, 2024
Better Business Bureau
Complaint Case: 22026243
RE: *****************************
Dear *****,
On July 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding disputed charges on her Mastercard gift card ending in 7165.
On May 6, 2024, our team received contact from ************************ in regard to an issue with her Mastercard gift card ending in 7165 having the funds drained. Our team opened dispute case DS0674184 in order to address this matter further. We began working directly with the merchants to dispute the charges. We advised ************************ that the process can take anywhere from ***** days to complete but most times we have a resolution from the merchant within ***** days. On May 7, 14, 21, and 28, as well as June 4, 11, 2024, we updated *********************** that we were still actively working on her case. On June 19 we got a call from ************************ requesting an update on the status of her case. We are again advised of the forementioned time frame. On June 24, 2024, we received notification from the merchant that the funds were recovered, and a replacement card was to be issued to ************************. We advised the card would take 7-10 business days to be delivered.
On July 9, 2024, we received a call from the customer stating they had not received their card yet. It was verified in the system that the car was not shipped till the third of July. As of August 1, 2024, if ************************ has not received her card we would like to invite her to contact us directly so we may rectify the situation. 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 08/04/2024
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:07/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a prepaid **** card that has expired- on the front of the card it states: "funds do not expire". I am not able to reach anyone through customer service or online since my card has "expired". This is a prepaid ***** with the original balance of $100--- it has never been activated. Thank youBusiness Response
Date: 08/06/2024
VIA BBB WEBSITE
August 06, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear Aspen,
On July 23, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding a **** **** card that has expired.
On July 23, 2024, a reference case CS13530606 was created to address Mr. ********* concern. An email was sent to ******************** for images of the **** card in question the same day. On July 25, 2024, ******************** responded to our email with the requested information. On August 1, 2024, an email was sent to ******************** to provide our findings on the **** card ending in 0787. Our records showed that Mr.********* **** card had expired on Jan 31, 2022, and the available balances were deducted due to monthly service fees that were accrued one year after registration from February 2022 to April 2024. ******************** was also advised that the fees on the card will be reversed and reissued onto a new card, which would be sent to the mailing address that was provided within the Case. On August 5, 2024, an email was sent to ******************** confirming the issuance of the replacement **** card to ******************** as well as provided the tracking information to ******************** for further reference.
As of August 6, 2024, we can confirm a replacement **** card with the total balance of $100.00 has been issued to Mr. ********* mailing address that was provided within the complaint. We can also confirm the tracking information was also provided to ******************* for further tracking. 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:07/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have purchased ********* gift cards. Its worth more than $1200. As per the gift card advertisements, I can use the this Gift card to purchase the value of four different brands. **************** Southwest and Grubhub. The company has removed the ******* brand from its selection without notifying the customer. My main purpose for buying this gift card is to use toward ******* purchases but its not serving its purpose and I do not have any intent to use this gift cards on the other brands. Please provide the full refund of all my gift cards or allow me to use toward ******* gift cards. I have uploaded some documents that proves the ******* is not an option for the brand selection. Feel free to reach out for more details if you would like.Business Response
Date: 08/12/2024
August 12, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***********************
Dear Aspen,
On July 19, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding several Pack & Go gift cards that they are unable to use at ******* locations.
On July 16, 2024, Case CS13478166 was created via our online Contact Form by ******************* to advise that a Pack and Go card they purchased from Target cannot be used at ******* locations on the website listed on the back of the card despite having the ******* logo on the card itself. We requested photos of the front and back of the card in question, the original amount on the card, the email address used to log into the redemption site, and a screenshot of the error message they received when attempting to redeem the card. We received a response the same day with photos showing the discrepancy on the redemption site vs the Target website where the card was purchased. We requested the gift card number and the original value of the gift card on July 18, 2024, and received this information the same day. On July 19, 2024, we provided Mx. ***** instructions on how to redeem the card and advising that ******* is no longer on the list of available merchants. Mx. ***** advised that they wanted a refund, and they were advised to return to the place of purchase with a receipt. Our response was to offer a One4All gift card that may be used at any of the sites listed on the website. Case CS13478166 was closed on July 22, 2024, due to no response from Mx. ***** to our offer.
We requested photos of the gift cards in question separately via email but did not receive the information requested, instead receiving a response of "As I can see that the ******* gift cards was added back to the redemption area so I was able to redeem about 75% of the cards yesterday. I will keep you posted if I get trouble for the rest of 25% of the cards.". Should Mx. ***** continue to encounter roadblocks with the remainder of the gift cards they have, we recommend that they contact our **************** team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Mx. ***** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comInitial Complaint
Date:07/15/2024
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.
The toothbrush I owned was under warranty and stopped working. This was a toothbrush my dentist recommended for sensitive teeth and gums. The toothbrush was discontinued and ******** sent me another model with very different settings. This toothbrush was so rough it caused my teeth and gums sensitivity issues. ******** asked me to return the toothbrush to them and to stop using it. When I shipped it back the never replaced the toothbrush and apparently sent it to the incorrect address. I have been without my toothbrush for over two months and ******** refused to respond. I want a full refund or a toothbrush that is made for sensitive teeth and find or my original toothbrush purchased shipped to me, not another model of the toothbrush. At this point Id prefer a refund and to go with another company. The customer service I received from this company is well below standardBusiness Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *************************
Dear Aspen,
On July 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a Sonicare ******** toothbrush that did not work nor was replaced once returned.
Blackhawk Network cannot address this complaint, as we have no affiliation with Sonicare regarding issues with their products. 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:07/14/2024
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 $50 gift card for Sephora. The company that handles the gift card is Blackhawk networking. When the gift card went to be used the balance was $0. The company is not willing to work with me or give me a refund. I paid for a product and received nothing.Business Response
Date: 07/18/2024
July 18, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***************************
Dear Aspen,
On July 14, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a Sephora gift card that was redeemed by someone other than themselves.
Blackhawk Network has no visibility into the redemption platform for Sephora as we are a third-party order fulfillment platform for this type of card. We recommend that ******************* reach out to ************************** team directly for assistance regarding any possible recovery or reissue of cards that were redeemed by someone other than the intended recipient or card owner. 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:07/13/2024
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 won a $500 gift card from a sweepstakes and they used this company to fulfill the prize. My gift card is declined EVERYWHERE I try to use it- I was on the phone with customer service for over an hour with no resolution and no reasons why it was declined in the first place. I requested a physical card, it still has not arrived. I desperately need this gift card to pay for a medical bill. I have seen hundreds of reviews on this company with people complaining about the exact same problem- they seem to be holding everyone's money hostage. Is this how they make their profits? Cheating people out of their money? I desperately need help.Business Response
Date: 07/23/2024
VIA BBB WEBSITE
July 23, 2024
Better Business Bureau
Complaint Case: ********
RE:Complaint ********, *************************
Dear Aspen,
On July 13, 2023, Blackhawk Networks (Blackhawk) received a complaint from ****************** regarding some roadblocks with redeeming her Virtual Mastercard gift card ending in 5944.
On July 08, 2024, ****************** contacted us by phone regarding her Virtual Mastercard gift card ending in 5944 that was blocked. Reference case CS13412887 was created to assist ******************.After further research, ****************** was advised that her virtual gift card was blocked due to security reasons. ****************** again questioned the reason why her Virtual gift card was blocked and requested for a physical card to be provided in lieu of the virtual one. While our customer service specialist explained the block reason to ******************, the physical card conversion was completed, and ****************** was provided with a delivery timeframe of 7-10 business days to receive the physical gift card. ****************** did not accept our explanation and requested a supervisors assistance. ****************** was transferred to one of our supervisors, who attempted to explain to ****************** the declined reasons for her Virtual gift card that caused her card to be blocked. ****************** did not accept our supervisors explanation and disconnected the call. A call back was made to contact ****************** to provide further assistance; however, no answer was received, and a voicemail was left to ******************. Reference case CS13412887 was then resolved as no further action was taken.
On July 09, 2024, ****************** commented on our social media platform advising her prepaid gift card that could not be redeemed as well as explaining her experience when contacting our customer service specialist on July 08, 2024. Reference case CS13424497 was created to assist ******************. Reference case CS13424497 was resolved on July 19, 2024, with no further contact required to be made as the physical gift card conversion was completed and was issued to ****************** upon request.
As of July 23, 2024, we have confirmed the physical gift card ending in 0345 has been delivered. We have also confirmed the physical gift card was activated and was redeemed successfully via multiple transactions. 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: 07/23/2024
Complaint: 21983726
I am rejecting this response because: The gift card STILL is not accepted "everywhere" as advertised. **************** manager was a nighmare terror- rude and condescending. You have a history of horrible behavior and unfulfilled gift cards- this is a pattern with your company and anyone who knows how to ****** can quickly discover this within minutes. Your company has been the absolute worst and most dishonest company I have ever dealt with. I have urged sweepstakes sponsors to no longer use you as your company is not credible. I hope I never have to deal with you again. Nothing but deceit.
Sincerely,
*************************Business Response
Date: 07/30/2024
VIA BBB WEBSITE
July 30, 2024
Better Business Bureau
Complaint Case: ********
RE:Complaint ********, *************************
Dear Aspen,
On July 23, 2023, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ************************* regarding some roadblocks with redeeming her Virtual Mastercard gift card ending in 5944.
After further research on ***************** gift card, we see that her gift card was previously declined as the gift card was attempted to be redeemed for a recurring payment such as a bill payment system. Per the cards Terms and Conditions, the gift card cannot be used for purchases where recurring payments may occurs, such as subscriptions,membership, rentals, etc. We recommend that ****************** redeem her gift card for any one-time purchases such as groceries or make sure the merchant is running the transaction as a direct payment or one-time payment to avoid the transaction from declining. 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:07/11/2024
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.
Friend got a link for a gift card issued by BHN. There was an error message. I was able to access the link from another computer and downloaded the card. When I went to use card, it was declined. I called BHN on July 8, ********************************* review since May 27, 2024.I asked why it was in review and was given no answer. I was told a link would be sent to reactivate the card.A link was not sent-an email was sent with a request for a copy of my driver's license, a copy of a utility bill in my name and a copy of the email sent to ORIGINALLY activate the card. I will NOT send a copy of my driver's license to this company or any other random business. There is no legal basis to have closed this account-especially without notifying me. *** has done this several times in the past-where they randomly freeze a card and it take MONTHS to retrieve my STOLEN FUNDS. At the advice of law enforcement, I did NOT send my driver's license. Utilities are included in rent.I did send the original email.My phone calls to BHN are from my landline which is in my name, their caller ID can verify this.Yesterday, I was told that someone from the executive office would reach out to my YESTERDAY AFTERNOON to resolve this. That was a lie. I never got a call. I called again today, and had to go over the same scenario AGAIN and got transferred AGAIN to someone who told me that I needed to send my ID. When asked about the phone call that never came, all I received was an apology for the lie. The amount of the card is $5.50. I already have spent HGOURS with this and my time is worth much more. BHN knows this and figures if they freeze cards for small amounts, consumers will give up and BHN can keep the monies they have STOLEN. Their business practices are illegal. ALL calls were recorded.Business Response
Date: 07/23/2024
July 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************
Dear Aspen,
On July 11, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding a virtual MasterCard disbursement card that has been blocked from use.
On July 8, 2024, we received a phone call regarding a virtual MasterCard disbursement card ending in 5609 from which they wanted the funds released. Case CS13410370 was created, and an email was sent to ***************** requesting a photo of a government-issued photo ID with date of birth, a copy of a utility bill showing the full name and address of the registered cardholder to validate proof of ownership, and a copy of the original email received informing of the reward and containing the retrieval **** While we received the link to the card, none of the other supporting documentation that was requested was received, despite re-requesting it on July 9, 2024, and July 10, 2024, with Case CS13410370 being closed on that date due to not having received the required information.
This documentation is a requirement set by the program provider specifically to establish proper and legal ownership and recipientship of the virtual card as a security precaution,and Blackhawk cannot and will not override this mandatory contract stipulation.Until and unless the requested information is received, we cannot assist further. We recommend reaching out to the program provider to address this matter more directly. 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: 07/23/2024
Complaint: 21973433
I am rejecting this response because: There is no utility bill to send in my name. This account/card was NEVER lost or stolen and therefore should NEVER have been cancelled. There is no legal basis to provide documentation since this card should not be closed. For security purposes, I would NEVER send this business a driver's license. They have scammed many times before
Sincerely,
*******************Business Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************
Dear Aspen,
On July 31, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******************* regarding a virtual MasterCard disbursement card that has been blocked from use.
As mentioned in previous correspondence, the requested documentation is a requirement set by the program provider specifically to establish proper and legal ownership and recipientship of the virtual card as a security precaution, and Blackhawk cannot and will not override this mandatory contract stipulation. Until and unless the requested information is received, we cannot assist further. We recommend reaching out to the program provider to address this matter more directly. 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: 08/01/2024
Complaint: 21973433
I am rejecting this response because: I ALREADY REACHED OUT TO THE OTHER PARTY. THEY REFERRED ME BACK TO THE CRIMINALS at BHN. AGAIN, there was NO BASIS TO CANCEL THIS CARD EXCEPT TO BENEFIT BHN. I also sent them a Cease and Desist letter AND THEY CONTINUED TO CONTACT ME. That is HARRASSMENT and ILLEGAL. Once again, BHN demonstrates theat they operate ILLEGALLY. I will NOT send them my driver's license. That is based on LEGA ADVICE.
Sincerely,
*******************Initial Complaint
Date:07/10/2024
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.
CashStar is the gift card provider for Sephora.On April 19, 2024 I received a gift card for $200. I was never able to use it. Clicking on links in the email say it's unavailable. Clicking on links in the text show that it still has its full balance, but when I try to enter the info in the Sephora cart to check out, it says it is invalid.I've sent multiple calls and emails to CashStar to resolve it. Emails are not returned. Calls say they are looking into it and will get back to me within 3 hours, but they never do.I would most like a valid card, but failing that, a refund.Business Response
Date: 07/25/2024
VIA BBB WEBSITE
July 25, 2024
Better Business Bureau
Complaint Case: 21969224
RE: **************
Dear *****,
On July 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************** regarding issues with her Sephora gift card.
On July 10, 2024, we received a complaint from the Better Business Bureu on behalf of Ms. *** in regard to an issue with her Sephora card. Upon further investigation with our backend team, it was determined that Ms. *** would need to contact Sephora directly as we are unable to assist since we do not have the ability to access the necessary information. 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.comInitial Complaint
Date:07/10/2024
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 purchased a $75.00 e gift card for my Grandma for her Birthday. She went to use it and it says wrong cvv code wont let her use it. Contacted the gift card.com and they said wrong # was entered to try again in 24 hours. So I went and helped my Grandma with this card and it still wont work says wrong CVV then we tried again today and it still dont work.Business Response
Date: 07/23/2024
July 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint # ********, *********************************
Dear Aspen,
On July 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding a **** virtual gift card ending in 6559 that they are encountering roadblocks with redeeming.
Our records show that the funds associated with the card were removed and returned to the method of payment used to order the card originally on July 9, 2024, in this case,PayPal. The card itself has been blocked because of this and cannot be used. We recommend that ******************** reach out to PayPal if the funds have not been returned to her account. 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: 07/23/2024
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,
*********************************
Blackhawk Network Holdings, Inc. is BBB Accredited.
More InformationWhy choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.