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

1,142 total complaints in the last 3 years.
405 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:07/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
this is a gift card, I have called the company numerous times to access the funds that was on the card and every attempt was not successful, I could not contact company nor talk to any one to try to resolve or find out how to use the gift card and the money that has already been taken out.
Customer Answer
Date: 07/10/2024
Please I have had the problem with this company resolved so I do not want continue with complaint.
Initial Complaint
Date:07/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 11, ************************************* the amount of $500.00. This was a gift for my mother-in-law for her birthday and Mother's Day which are just days apart. Upon her trying to use the card the first time it was declined. When I went to the www.giftcardmall I was told the full amount had already been spent at a ************. I called Blackhawk and was told a new card would be sent to me in the next 48 hours. It never came. I called back and learned a case had never been filed. I went through the process of explaining what happened again and they started requesting photos of the card, front/back and the receipt and my driver license. I sent those to them right away via email on 6/29/24. Did not hear back from them until today, when they sent another email asking for a photo of the front of the card which I had already sent 10 days ago. I have noticed that each email they send me shows a different case number. I included those numbers below. We just want our money back and feel we are getting the run around.
Business Response
Date: 07/23/2024
July 23, 2024

Better Business Bureau
Complaint Case: 21964205

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

Dear *****,

On July 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding issues receiving a refund for the un-authorized transactions on a gift card that was purchased for their mother-in-law.

On June 3, 2024, we got a call from ****************** inquiring about the available amount on her **** Gift card ending in 5056. Our team opened case CS13163533 and advised ****************** that cards balanced had been used. A second case was opened that same day CS13163523 in order to address the matter further. ****************** informed us the charge was unauthorized and requested to dispute. Since the charge was still pending, we were unable to dispute the charge. We advised the pending transaction can take anywhere from 7-10 days to settle and advised ****************** to reach back out if it did in fact post so we could dispute it on her behalf. We also requested additional information be provided so we may have the information to begin the dispute process if by chance it does go through.

On June 16, 2024, when we had not received an email with the requested documentation, the case was closed.

On June 29, 2024, ****************** responded to our email that was connected to the closed case. When this happened there were child cases that were opened since the original case had been closed due to lack of response. The case that was created was CS1316523. ****************** explained that she had been camping and we advised we would get her connected with our disputes team so we could begin the process of resolving this issue. This created case CS13354266 where we again requested the necessary information be sent so we may begin the disputes process.

As of July 23, 2024, we have yet to receive all the requested information from ****************** and would like to invite her to contact our customer service team with the requested information so we may begin the disputes process. 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.com
Customer Answer
Date: 07/24/2024

Complaint: 21964205

I am rejecting this response because: They are not being truthful. I have the time and date stamps of all correspondence. I have all the emails and phone records. They were sent everything they asked for promptly and the dates show that. I never received a refund for the money they took from me. I am owed $500 still. I am happy to provide all correspondence with time and date stamps.

Sincerely,

*************************
Business Response
Date: 07/25/2024
VIA BBB WEBSITE

July 25, 2024

Better Business Bureau
Complaint Case: 21964205

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

Dear *****,

On July 24, 2024, Blackhawk Networks (Blackhawk) received rejection to our response from *********************** regarding issues receiving a refund for the un-authorized transactions on a gift card that was purchased for their mother-in-law.

As of July 25, 2024, we have yet to receive all the requested information from ****************** and would like to invite her to contact our customer service team with the requested information so we may begin the disputes process. Please reach out to our customer service team under case ********** so we may proceed further. 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.com
Initial Complaint
Date:07/08/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase made in 05/July_2024 Total: $130 BRL (25 USD)Blackhawk Network I attempted to purchase a Roblox gift card. After a failed attempt, I retried for him, but it was unsuccessful again. I then opted to buy directly from the main catalog. Three days later, we checked our invoice and noticed the purchase was listed as failed was there, both of them.Although we were credited, the product was not delivered. Now that we have already spent the amount buying straightly from their robux catalog, we do not want the product; we just want a refund.
Business Response
Date: 08/02/2024
VIA BBB WEBSITE

August 2, 2024

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

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

Dear Aspen,

On July 08, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* ********** regarding two Roblox gift cards order that was not fulfilled but were charged.

On July 08, 2024, *********************** submitted a BBB complaint regarding his concern. Case CS13417720 was created to assist ************************. An email was sent to ************************ from July 12 to July 19, 2024, requesting for the order number that was received from the purchase. On July 19, 2024, ************************ responded to our email advising us that no order number was received and can provide the invoice. On July 22,2024, an email was replied to Mr. *********** response requesting for the invoice from ************************. On July 23,2024, ************************ responded to our email with the images of the invoice. However, we missed Mr. *********** response.On July 24 and July 26, another email was sent to ************************ requesting for the invoice from ************************. On July 26, 2024, ************************ again responded with the invoice images. After further investigation of the invoice images provided by ************************, we are unable to locate any record of the invoice images provided by ************************.

As of August 2, 2024, we are unable to locate any related invoice number using the information that was provided by ************************. We recommend ************************ to contact the Roblox CashStar phone number at ************ for further assistance regarding the order information. 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:07/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I originally bought a $200 giftcard on 5/22/24, to use on vacation in ****** over Memorial day. I was only able to use that card once, and then it kept getting declined, still had over $130 on it. When I got home I called the number on the card, since I couldn't login online anymore either. They claimed I had gone to a fake login website and had to lock the card to protect it. Please keep in mind I had registered the card, so they could have emailed, called or texted to tell me there was an issue. But they didn't, and I think this is how they make a lot of money - by people who go 'oh well' , since it is a giftcard and don't follow up. Anyway, rep says they will expedite a replacement to me in 7 - 10 days...I wait, no card, I call in and am told the card was never mailed because of some issue (I forget now), finally talk to a supervisor that says they will get the card out to me in 3 Business days. I should have filed a complaint then, but the card arrived, I was able to use it for a couple of purchases, so I let it go...then, about a week ago I go to use it at the post office (had about $48 on it, per the website), doesn't go through. I try a few more places, all get declined. I login to the website, still shows avail balance and purchase history, so I call. A rep named ******* tells me the post office purchase somehow triggered an alert, so they had to lock the card, but could send me a replacement in 3-5 Business days. This is ridiculous, same/similar story as last time. Scam where they lock up the card hoping no one follows up. I want a replacement card ASAP, and I feel I should be compensated for the ridiculous amount of my time they have wasted. Current case # cs13409295, previous case # cs13202281 Thank you for your help resolving this and alerting other potential customers to make sure they can use the full balance.
Customer Answer
Date: 07/17/2024
I just called the company today 7/16/24, and spoke to a rep named ******. I told her I was checking on the status of my replacement card, the automated system said it had been issued but gave no date when to expect it. After she took the case # cs13409295 and put me hold for awhile, she said it was shipped to arrive in 7 to 10 business days, and I should call back if it is not received by then. Please keep in mind the last rep told me it would be 3 to 5 business. ************ is horrid, and I will post everywhere I can to make sure not to buy a giftcard affiliated with them in any fashion. They messed up and locked the card, they need to get the replacement to me ASAP as it was not an error on my end (like if it had been lost or stolen). Horrible customer service.
Business Response
Date: 07/18/2024
VIA BBB WEBSITE

July 18, 2024

Better Business Bureau
Complaint Case: CS13409806

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

Dear Aspen,

On July 08, 2024, Blackhawk Networks (Blackhawk) received a complaint from **************** regarding a replacement gift card that has not been received.

On May 28, 2024, **************** contacted us by phone requested for a status check on her gift card ending in 7132. Case CS13121546 was created, and **************** was advised that her gift card was blocked as it was detected to be used on a spoofing website. *************** was provided with an option of a replacement gift card, with a delivery timeframe being within 7-10 business days; however, **************** refused the option. **************** was then advised we can request for an exception to expedite the replacement gift card within 3-5 business days with the expedited fee being waived, which **************** accepted. On May 29, 2024, May 30, 2024, and June 1,2024, a call was made to **************** attempting to advise her the expedite replacement was not approved and would like to confirm the expedited fees with ****************,but there was no response. As a result, the reference case was then resolved as no response was received from ****************.

On June 08, 2024, **************** contacted us by phone reporting her replacement card that was not received.Reference case CS13202281 was created, and **************** was advised that her gift card was not yet replaced. She was then transferred to our supervisor, which advised **************** that while an expedited replacement was promised on May 28,2024 within reference case CS13121546, we had attempted to contact **************** on three instances to confirm the expedited shipping fee and that he was unable to get in touch with ****************. After communicating with ****************, a virtual replacement or a physical expedited replacement option was provided. **************** accepted the physical expedited replacement option, and she was also provided with a delivery timeframe from 3-5 business days and 1-2 business days for tracking information of the expedited replacement. On the same date, an email was sent to **************** telling her the expedited replacement card was being processed and an update would be sent once the shipment was confirmed. On June 10, 2024, an update was sent to ****************, advising her the expedited replacement card was being processed and an update will be sent once the shipment was confirmed. On June 13, 2024, reference case CS13202281 was resolved,and an email was sent to ****************, confirming the expediated replacement card ending in 6482 was shipped, and the tracking information was also provided for further reference.

On July 7, 2024, **************** contacted us regarding her new replacement gift card ending in 6482 that was blocked. Reference case CS13409295 was created, and Ms. ******* gift card was replaced again with expedited delivery. **************** was provided with a delivery time of 2 (two) business days. **************** accepted the expedited delivery, and reference case number CS13409295 was then resolved. On the same date, *************** replied to the resolution email that was sent from reference case CS13202281,advising the replacement gift card stopped working a week prior to the reply.**************** also provided reference case CS13409295 explaining her experience. A new reference case CS13409380 was created to assist ****************. On July 08, 2024, reference case CS13409380 was resolved as we confirmed *************** has been assisted within reference case CS13409295.

On July 16, 2024, **************** contacted us by phone advising us her new replacement card was not received.Reference case CS13483070 was created to assist ****************. After authenticating ****************, we showed the new replacement card was issued to the incorrect address and an expedited replacement card was requested to be issued to the correct mailing address under ****************. On July 17, 2024, an email was sent to ****************, providing her with the delivery timeframe of 3-5 business days once the expedited replacement card was processed and shipped.

As of July 18, 2024, we have confirmed the correct mailing address was updated, and an expedited replacement gift card with the total amount of $48.01 is currently being processed. *************** will be expecting to receive her replacement gift card within 3-5 business days once the process is completed. 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,

*************
Blackhawk Network
Regulatory Complaint Specialist
**************
www.BlackhawkNetwork.com
***************************************
Customer Answer
Date: 07/19/2024

Complaint: 21954383

I am rejecting this response because: This is ridiculous, and their response shows what a comedy of errors this has been.
In both of the times I have reached out for the card not working, if I didn't follow up again, I would never have received the card. The first time they approve expedited shipping, get off phone with me and all of a sudden it is denied? Then they just don't ship it at all?? Please keep in mind my address has been the same, and I have had to confirm it multiple times on each call. Also, if they are calling from an unknown number, they will be sent to my voicemail, which is working just fine, but I have NEVER gotten any voicemails from this company. The second time they are once again going to 'expedite' the shipping...but then they mailed it to the wrong address??? When I called for not receiving the second card, NO one said they sent it to the wrong address.
I still firmly believe this company uses these shady tactics so that a large percentage of people who get their cards don't use the full balance on them, and the company comes out ahead. Any legitimate business that is attempting to reach someone and gets routed to voicemail should leave a voicemail.
And finally, I have no faith the card that is possibly going to arrive will get here- look at broken promise after promise they have made to me. I will say, it seems like once I got the email after talking to the supervisor regarding the first card (that supervisor was really helpful and knew what they were doing by the way) - I did get the card. I got another email a couple days ago. Fingers crossed I get this card and can finally finish using the money that was meant to be used on a vacation almost 2 MONTHS ago over Memorial Day. I will also be sending feedback on my experience to *******/Kroger, as I know they have a choice in which giftcards they offer for sale. I have NEVER had so many problems trying to use my money, that I put on a giftcard. I will also look for any and all other regulatory agencies I can report this to as well. I should be financially compensated for the time it has taken, and is STILL taking to access and use MY funds.

Sincerely,

*****************************
Business Response
Date: 07/29/2024
July 26, 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.com
Customer Answer
Date: 07/29/2024

Complaint: 21954383

I am rejecting this response because: the response is for another person. I don't know ************************* and none of what they wrote in their response has to do with my case/complaint. Doesn't give me a lot of faith in the company.

Sincerely,

*****************************
Business Response
Date: 08/01/2024
VIA BBB WEBSITE

August 1, 2024

Better Business Bureau
Complaint Case: 21954383

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

Dear Aspen,

On July 29, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response to ************************ complaint regarding her replacement gift card that has not been received.

As of August 01, 2024, we have confirmed the previous replacement card ending in 8981 was delivered and activated. We showed the total amount of $40.00 USD redemption was made on the replacement card ending in 8981. We also confirmed on July 28, 2024, a new replacement card ending in 0428 with the dispute amount totaling $88.14 USD was issued to ***************, in replacement of the card ending in 8981 as the card was tossed before the dispute amount was issued back to the card 8981. **************** was also provided with the delivery timeframe of 7(seven) to 10 (ten) business days to receive the gift card ending in 0428. 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
Customer Answer
Date: 08/01/2024
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.
However, I think it is sad they sent a response to me for a different complaint, and didn't even acknowledge it. Will never do business with them again.

Sincerely,

*****************************
Initial Complaint
Date:07/06/2024
Type:Delivery 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.
Ordered a $200 gift card for top golf, got an email immediately after checking out that it was returned, my money has not been refunded, customer service refuses to assist. PayPal transaction id ***************** Top golf order number CND6K9EWR3
Business Response
Date: 07/16/2024
VIA BBB WEBSITE

July 16, 2024

Better Business Bureau
Complaint Case: 21949551

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

Dear *****,

On July 6, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding issues with an order that was placed .

On July 6, 2024, ****************** filed a complaint with the Better Business Bureau in regard to issues with an order he attempted to place that was rejected. ****************** stated even though the order did not fully process he was charged through his financial institution. After researching the issue further with our team, it was determined that Blackhawk network was unable to capture the funds and that ****************** will need to contact his financial institution 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 07/16/2024

Complaint: 21949551

I am rejecting this response because I've already handled the situation without any assistance from this company, other consumers should be aware that this company partakes in this kind of bad/scammy business.

Sincerely,

*****************************
Business Response
Date: 07/18/2024
VIA BBB WEBSITE

July 18, 2024

Better Business Bureau
Complaint Case: 21949551

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

Dear *****,

On July 16, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response ***************************** regarding issues with an order that was placed.

On July 16, 2024, ****************** confirmed the issue was resolved. 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.com
Initial Complaint
Date:07/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two giftcards for $10 each and I have been unable to redeem them for months because every time I try, their website tells me there is an error and to call the number. I call the number and get a recording telling me to go to the website to redeem the giftcard. I believe this company is a scam and want to keep the money that is owed to me. I have been trying to redeem my cards for months and can't get any help.
Business Response
Date: 07/15/2024
July 15, 2024

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

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

Dear Aspen,

On July 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding two (2)gift cards for $10 they are encountering roadblocks with redeeming.

We received an email from ************* as a response to our requests for additional information, advising that she was able to resolve the issue on her end. 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:07/02/2024
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 recently received a $200 **** gift card from my parents through this business and have encountered an issue while attempting to use it. Initially, I successfully used the card to make two online purchases. I believe there should be over $100 remaining on the card. But it was declined everywhere recently. Upon checking the transaction and balance on their website, I received an error message stating "card information not found." I contacted their customer service and discovered a significant discrepancy between my recorded balance and their reported balance. It appears the card may have been compromised or the funds frozen. Frustratingly, their customer service representatives failed to provide the transaction history or assist in resolving the issue, and they simply closed the case without offering a satisfactory resolution.
Business Response
Date: 07/03/2024
July 3, 2024

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

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

Dear Aspen,

On July 2, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding potential fraudulent charges against a **** gift card ending in 7142.

On June 28, 2024, Case CS13351274 was created via our online Contact Form to advise that ************** was unable to view the balance of her **** gift card ending in 7142 and was concerned about a potential balance discrepancy. We responded to ******************** on the same day, advising ************** of some troubleshooting steps such as using a desktop browser to navigate the website, using Chrome or FireFox as the default browser, and deleting the device cookies and browser history.

Our records show that the most recent transactions are within our 60-day Dispute timeframe; because of this,we invite ************** to contact 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 ************* 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:07/02/2024
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 attempted to order a gift card off of the Roblox website with my Apple Pay, Roblox uses cashstar so it was purchased through cash star. Cash star is owned by black hawk network, I attempted to order the gift card and they charged my card, first I got an email that my order was not processed, a few seconds later I get a second email stating that my order was processed and that my gift card was on the way. Thinking there was an error and they dont know how to send out emails correctly I waited a few hours for the gift card, turns out the order was never processed and all that occurred was them charging me. I contacted cashstar support and they said the order was never processed and that it was pending and would be reversed. The charge was pending for like 20 minutes, I checked my bank again and cashstar went from a pending transaction to them actually charging me. I keep contacting their support asking for my money back and they keep saying the same botted reply, that my charge is pending and itll be reversed in 72 hours, and closing my ticket immediately. Well a week later and still no money, I contacted my bank and they said that the charge was never requested reversed by cashstar and that they charged me and left it as that. The gift card was for my son, he spent his hard earned money trying to get his gift card, only for us to find out that cash star and black hawk are so poor and thirsty for money that theyd steal from a child. Refund the money or I will be filing a fraud dispute. Order number: CND6K9B962
Business Response
Date: 07/12/2024
July 12, 2024

Better Business Bureau
Complaint Case: CS13377157

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

Dear Aspen,

On July 02, 2024, Blackhawk Networks (Blackhawk) received a complaint from **************** regarding a declined CashStar order that has not had the funds reversed.

On July 02, 2024, **************** left a 1-star review on our CashStar website explaining her experiences when contacting our CashStar support team regarding the declined order number CND6K9B962.On the same date, reference case CS13376535 was created, an email was sent to **************** requesting additional information to better assist ****************. On July 05, 2024, reference case CS13376535 was resolved, an email was sent to *************** advising Ms. ******* eGift order CND6K9B962 was cancelled and cannot be delivered. **************** was recommended to make a physical purchase in-store if **************** was still in need of a gift card. **************** was also advised the pending transaction usually takes 48 (forty-eight) and 72 (seventy-two)business hours to be reversed/canceled by the bank. **************** was recommended to contact her financial institution for further assistance if the pending transaction was not reversed to her account as the transaction could not be processed through our system if it was declined. On the same date, **************** left a comment on the customer review site. Reference case ********** was created,it was resolved with an apology to **************** because we are unable to disclose any details of the fraud screening approach with any customers who have had their order rejected.

On July 08, 2024, reference case CS13376535 was reopened, an email was sent to ****************, advising her that a compensation decision was made because of the time that it took for the funds to be returned to the payment method that **************** used. **************** accepted the compensation. On the same date, an e-gift card with the total amount of $15.00 was sent to Ms. ******* email address. An email was also sent to **************** confirming the issuance of the compensation and **************** was advised to reply to the email to confirm if the e-gift card was received as well as contacting us for any questions regarding the redemption process of the e-gift card. On July 09, 2024, a follow-up email was sent to **************** to confirm if the e-gift card was received. On the same date, **************** responded advising her the e-gift card has been claimed. On July 10, 2024, an email was sent to **************** requesting feedback on using the e-gift card as we can confirm the e-gift card was activated successfully and has showed some usage recorded. On July 11, 2024, a follow-up email was sent to **************** requesting feedback. On July 12, 2024, an email was sent to **************** advising reference case was resolved due to no response was received from **************** and *************** was advised to reopen the reference case by reply to the resolution email from reference case CS13376535 if **************** requires additional assistance.

As of July 12, 2024, we can confirm the pending transaction was removed and the funds have been returned to Ms.******* original payment method. We also confirmed compensation with the total amount of $15.00 being sent to ****************. 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:06/30/2024
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.
On 5/24/24, Amazon issued two credits of $25.24, total of $50.48. I have given them the credit codes from Amazon and provided them with all the information. Only one credit of $25.24 was credited back. They have quit responding to me and will not give me my money back. On their website prepaidcenter.com, there is no way to get in contact with any live person. When you call the number no way to contact anyone or even leave a message. How can company operate this way.
Business Response
Date: 07/09/2024
VIA BBB WEBSITE

July 9, 2024

Better Business Bureau
Complaint Case: 21923597

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

Dear *****,

On July 1, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding Issues with a refund from her Amazon on her Mastercard gift card ending in 7906.

On June 10, 2024, ************ contacted our customer service to inform us that they were experiencing issues with receiving a refund on their card ending in 7906. That day our team opened case CS13216783 in order to investigate further. On June 11, 2024, our team requested the following information from ************. The gift card order number, ***** card number,website that was used and any additional relevant information. On June 12,2024, our team received a response with the requested information from ************.On June 13, 2024, ************ called us stating she was frustrated that she could not contact us. On that same day our team requested ************** case be escalated. On June 14, 2024, our team reached out to ************ with the following information: We have reviewed the transaction information and on May 28th the credit was posted leaving you with US$93.59. It was US$68.35, plus the US$25.24, the balance at that point was US$93.59 as you can see on the transaction history you sent to us. The discrepancy may come because on June 8th you purchased US$30.20, leaving an available balance of US$63.39. When we did not hear back from ************, we again sent the above information to *********** on June 17, 2024. That same day ************ contacted us stating there should have been two credits of $25.24. On June 19, 2024, our team informed ************ we would be investigating this matter further.

On July 3, 2024, our team added a courtesy credit of $25.00 to ************** 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
Regulatory Complaint Specialist
****, NV 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:06/28/2024
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 received a $50 **** gift card as a present. It was used at 2 supermarkets on 2 different days. The next time I used it there was no money on it. I called the number on the back of the card and was instructed to fill out a dispute form. This was done and case # issued (DS0658145). This was done on 4/3/24. It was to be investigated for the missing $32.58. I finally contacted Blackhawk since it was taking so long to resolve. I was told it was approved and a new **** card would be sent. By 6/18/24, a month later nothing was received. Again I called ************** spoke to ****** who said it had been sent 5/18/24. It was not received. He said he was re-issuing and sending a new card out. The # for this case was now CS13269319, and would be here by the next week. It is 6/28/24 and still not here. What a run around for $32!! But it is due to me since my card was apparently illegally used.
Business Response
Date: 07/15/2024
July 15, 2024

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

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

Dear Aspen,

On June 28, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a replacement **** gift card that has not been received.

On June 18, 2024, we received a phone call from ********************** advising that a replacement **** gift card from a Dispute Case closed in her favor on May 19, 2024 had not been received. Case CS13269319 was created, and another replacement card was sent with the expectation that it would be received within seven (7) to ten (10) business days. Our records show that the replacement card ending in 9503 was received and has transactions against the balance, with the current balance being $1.28 as of today's date. 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

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