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:06/17/2024
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.
Purchased Gift Card. Once activated the money was stolen
Business Response
Date: 06/27/2024
June 27, 2024

Better Business Bureau
Complaint Case: CS13266341

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

Dear Aspen,

On June 17, 2024, Blackhawk Networks (Blackhawk) received a complaint from **************** regarding a MasterCard gift card ending in 6392 that was redeemed without her knowledge.

On May 18, 2024, **************** contacted us by phone reporting the unauthorized transactions on her MasterCard gift card totaling $199.10. Reference case CS13051581 was created, and the gift card was then blocked and registered under **************** by one of our customer service representatives. The reference case CS13051581 was then closed, and *************** was transferred to our Dispute team for further assistance. On the same date, dispute case DS0680602 was created, 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 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. On the same date, **************** responded with the requested information. On May 27, 2024, an email was sent to **************** from the Dispute case providing the dispute status. **************** was also informed that a replacement card was issued to **************** with a current balance of zero dollar as a security precaution, and the disputed amount will be credited to the replacement card once the dispute resolution was reached in Ms. ******* favor.

On June 04, 2024, an email was sent to **************** from the Dispute case providing the status of the dispute. On the same date, **************** contacted us by phone for further updates of the dispute case as **************** confirmed the replacement card was received. The customer was advised that the dispute was still in progress and will provide her with further updates through email. On 06/11/2024, an email was sent to *************** from the Dispute case providing the status of the dispute. On June 17, 2024,**************** contacted us by phone requesting for updates on the Dispute. *************** was reminded of the 30 to 90 day dispute timeframe. **************** disagreed to wait for the end of the timeframe for the resolution. An exception was made,and **************** was provided with an expedited timeframe of ***** hours to receive a response. On the same date, **************** reached out to us by email advising us that a BBB complaint was filed to assist with her concern. On June 19, 2024,a resolution email was sent to **************** confirming the investigation was concluded and the dispute amount totaling $199.10 has been credited to the replacement card that was previously issued to ****************.

As of June 27, 2022, we have confirmed the dispute amount totaling $199.10 has been credited back to the replacement card that was previously issued to **************** as security precaution. 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
***************************************
Initial Complaint
Date:06/17/2024
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 entered a card with a $9 value and a prepaid card for $15 value. I am not able to use either card. I was told they would straighten out the $9 and they said they did, however it still won't work. last week I entered the $15 card which showed online that is was complete. I called customer service and asked why it isn't showing up on my account and they told me to give it 5 minutes. A week later the card still isn't showing on my account. After I entered it and it said it was activated I have tried to use it to no avail. I want my $24 back..
Business Response
Date: 07/09/2024
July 9, 2024

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

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

Dear Aspen,

On June 17, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a $15 virtual rewards card that is not showing up on her online MyPrepaidCenter account.

On March 20, 2024, we received a phone call from ************** concerning a virtual rewards card ending in 4040 that she was running into roadblocks with redeeming. Case CS12605936 was created but was closed in error on March 24, 2024. On June 13, 2024, we received another phone call from **************, advising us that the card was unable to be added to her MyPrepaidCenter online account. Case ********** was created, and ************** was guided through the sign in process.

We also sent an email to ************* within this Case on July 4, 2024, requesting a photo of a government-issued ID with date of birth, a copy of a utility bill showing the full name and address registered on the card, and a copy of the original email received, informing of the reward and containing the retrieval link. The reason for this request is due to the nature of the block on the virtual card ending in 4724 for $9 that ************** provided. Once we have received this information,our **************** team will send a replacement card that she may add to her online account. If ************** has not already done so, we recommend that she use the desktop browser version of either Chrome or FireFox to access her online account to add the card ending in 4040 as well as clearing out her browser cache and cookies and to disconnect from any VPN services she may be using, as the MyPrepaidCenter website does not allow VPNs when attempting to access the site to add cards. 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: 07/09/2024

Complaint: 21862237

I am rejecting this response because: They are asking for original e-mail where I was given the virtual card. It was months ago and I no longer have the email. The rest I can provide but not the original email.

Sincerely,

***********************
Business Response
Date: 07/17/2024
July 17, 2024

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

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

Dear Aspen,

On July 9, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from *********************** regarding a $15 virtual rewards card that is not showing up on her online MyPrepaidCenter account.

The original email was requested to establish proper ownership of the card in question; without it,there are no actions that we can take. ************** may reach out to the program provider to have a replacement email sent to her, which she can then provide. 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:06/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was to receive a $200 rebate from an Epson promotion on a printer. I received a debit card in the mail. I followed the instructions to activate the card, I did and checked the balance and the balance on the card was $1.11. The rest of $198.89 was used at a ******* in ******** by someone else. They issued me another debit card and I followed the directions again, but the debit card I tried to use at ************ and Best buy and failed all three times. Then they issued a virtual card which again followed the directions again and Yes you are right IT DID NOT work. I have called and asked for the issue of a check and have not heard anything since. Please help. It is the principle of not letting them get away without paying me what I am due.
Business Response
Date: 06/25/2024
VIA BBB WEBSITE

June 25, 2024

Better Business Bureau
Complaint Case: 21860496

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

Dear *****,

On June 17, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding Issues receiving his replacement card.

On May 28, 2024, we received a call from ******************** who stated he was having issues with his replacement card. Our team created case CS13116887 to look into this matter further. ******************** was very upset, and we offered to escalate the case as he has been dealing with this issue for a couple weeks. On May 29, 2024, our team asked if ******************** could confirm if he was having issues with more than just the one Mastercard gift card ending in 9799. On May 30, 2024, ******************** sent us an image of the card in question along with its two predecessors. On June 4, 2024, our team reached out for additional information. Later that day ******************** explained hes been trying to get the original rebate amount corrected. On June 9, 2024, we reached out to ******************** requesting a phone number and best time to call so we may resolve this matter as quickly as possible. On June 10, 2024,******************** provided his phone number and said to call anytime.

On June 13, 2024, we reached out to ******************** directly and when our agent introduced himself the line was disconnected. As of June 25, 2024, we show an available amount of $200.00 on the Mastercard gift card ending in 9799.If ******************** is still experiencing issues with his gift card, we would like to invite him to reach out to our customer service team. 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:06/16/2024
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 tried buying an Alamo Drafthouse gift card for Father's *** like I do every year ($40 for a $50 card per their deal), but got the following email right after purchase: "Unable to Process Your eGift Card Order #CND6KRNA88" No actual information as to the issue was provided. Tried again with a totally different payment method, same issue.I tried again the next day multiple times and had the same problem. I eventually tried a different business, ******, but I got the SAME THING because they also happen to use this "CashStar" scam for their gift cards. I came to find out that each attempt resulted in a charge, meaning that I received $245 in charges on my accounts for ZERO gift cards.When I wrote them about this, they asked if I would like them to process the order today (obviously? that's why I made them in the first place!) I said yes, please process ONE of them for my Father's *** gift and refund the rest. Instead, they just ghosted me for the rest of the entire day and never delivered my Father's *** gift.I then thought to check back to $100 worth of **** gift cards I had purchased previously, and sure enough, those cards are suddenly inaccessible despite the fact I used less than $20 from them so far! I spent $100 on those; CashStar is literally robbing me of my money and running off with it with NOTHING provided, even revoking access to older gift cards!In all my experiences of having issues with businesses, NEVER has one been so egregious as to have nearly $350 stolen from me without providing a single thing I paid for. I will be seeking legal recourse if this is not resolved swiftly and appropriately.
Business Response
Date: 06/28/2024
June 28, 2024

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

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

Dear Aspen,

On June 16, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding several CashStar orders that were unprocessed.

The reason these orders were declined was a bank dispute the cardholder had initiated earlier this spring against CND6KJE2SN, an **** order for $100, which they had placed using the same email address. The Alamo Drafthouse orders that were declined have now been successfully replaced by CND6KGHR9G, which has been processed. The gift card was delivered to ********************. Regarding ************************ attempted order for *****'s, CND6KGHYN3, it is not possible at this point to reprocess that order. However, I have cleared the way in our system for the guest to replace that order if he wishes. 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: 06/29/2024

Complaint: 21858944

I am rejecting this response because: I just want the gift cards from #CND6KJE2SN to be reinstated. The dispute was due to the *************** not providing a full order which I disputed that portion of since the store refused to offer a refund for some reason. They disabled the gift cards entirely because I refunded a portion of them which results in them taking $50+ from me.
These gift cards should be restored (DESPITE the dispute because, again, it was the only way to get the money back for the unfulfilled order) if CashStar is intent on a satisfactory outcome. I should not have to buy them in full because that would mean paying again for an order I did not receive in full.

Sincerely,

***************************
Business Response
Date: 07/01/2024
July 1, 2024

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

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

Dear Aspen,

On July 1, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from *************************** regarding several CashStar orders that were unprocessed.

For orders that were declined due to a dispute enacted by the customer with their financial institution, we cannot reinstate the cards due to the dispute against the purchase of the order itself. Because our system tracks information that is entered when placing orders, any information that we receive that is associated with a disputed charge will not be allowed to continue for security purposes, regardless of the reason why the dispute was enacted by the customers financial institution. 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:06/16/2024
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.
DS0657689 number trying figure out what is going on. In march 22 I had my first email I spoke on the phone before this date. I spoke with the store I got the card from and they said people were having problems with their cards being tempered with. First Case CS12626913
Business Response
Date: 06/26/2024
June 26, 2024

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

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

Dear Aspen,

On June 16, 2024, Blackhawk Networks (Blackhawk) received a complaint ***************************** regarding the dispute timeframe for Dispute Case DS0657689.

On April 2, 2024, we received a phone call from ****************** to advise that transactions totaling $98.24 against a **** gift card ending in 1282 were unauthorized. Dispute Case DS0657689. was created, 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 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. All required documentation was received on April 10, 2024, and began the investigation with the merchant in question on that date.

Updates were sent every ten (10) days as advised, and on June 21, 2024, we attempted to contact ****************** by phone to determine if she wished to have a physical card or virtual card as her replacement. We received an email from ****************** the same day, providing her address and stating that she wished to have her funds placed onto a physical card. 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: 06/26/2024

Complaint: 21858324

I am rejecting this response because: I am thankful that I would get my money back, but to said that I didn't call you at a different time is untrue. In way calling me a liar so I have provided proof that I did get in touch with you on March 22 email. I called before then and was giving different case numbers. I just wanted to close my case but I wanted to say this too. That is almost 3 mths since it's almost July I sent in the information through postal mail too. You asked me to resend it because my print out was not eligible. That was okay but my point was I did get in touch with you.

Sincerely,

***
Initial Complaint
Date:06/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a prepaid gift card for $100. The card was used on May 27 for two rides with Lyft. Lyft did two temp holds, one for $18.63 and the other for $29.69. They overestimated for tip. On May 28 **** sent the final charge thru by combining the two rides into one for a charge of $48.32. Only one temp charge has ever been removed for $29.69. The temp charge for $18.63 has never been removed. I have tried numerous routes of contacting this card company but have found absolutely no way of contacting an actual person for help. The phone number they provide is automated and does not have an option for a person and when I hit 0 it says not a valid option and hangs up. I called Lyft to see if they could help and all they said was that they had released both holds and there was nothing more they can do. They offered me the same phone number I had already been using. This card expires at the end of June and I feel I am being ripped off by this company not releasing this hold on funds. I want them to fix this before the card expires or provide me with a new card if it is after that date
Business Response
Date: 06/28/2024
June 28, 2024

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

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

Dear Aspen,

On June 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a temporary charge of $18.63 that has not dropped off of a MasterCard rewards card ending in 7293.

On June 13, 2024, Case CS13238853 was created via our online Contact Form, advising that a pending charge had not been removed from a card. An email was sent to ************** on June 16, 2024, requesting the card number, a photo of the front and back of the card, and either a purchase receipt, activation receipt, or bank statement showing the purchase of the card in question. We received photos of the card on June 17, 2024.

Pending charges are not in our ability to address, as the funds are technically being held by the merchant associated with the charge pending a final disposition. Our records show that the pending charge has dropped off of the card as of June 27, 2024.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: 06/28/2024

Complaint: 21854660

I am rejecting this response because:
This is a BS statement by them as I had contacted the merchant (Lyft) who informed me that they dropped the hold on May 28 when the final charge was sent thru. At that time the hold shouldve been dropped but they continued to hold the funds for 30 days. They also have absolutely no contact information for customer service other than an email that gets a response every three days. This is a business that is taking advantage of consumers and using false pretense to hold funds illegally. Yes they finally released the funds after I sent emails every day and every day they tried to say it was resolved. I have the entire exchange in my files. They then told me the funds would be released the next day but that day came and went without the funds being released. They lied and continued to try to say it was resolved when it was not. The day they finally released the funds they sent me an email asking for a survey about their services. The choices they gave me on the survey were:
issue was resolved
issue was not resolved
I gave up trying
those three choices on a survey speak volumes about how they treat a customer issue. Why have an option of I gave up trying. This sounds to me like it must be a common occurrence for them to even have such an option about their service and says they know people are not satisfied with them. I am writing reviews with every place I can find about their services and have informed my medical provider who heads out numerous gift cards about there business practices and have suggested they take their business elsewhere.
Sincerely,

***********************
Business Response
Date: 07/09/2024
July 9, 2024

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

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

Dear Aspen,

On July 8, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from *********************** regarding a temporary charge of $18.63 that has not dropped off of a MasterCard rewards card ending in 7293.

While Lyft may have removed the active charge in their records on the date specified, the charge itself was Pending; hence why it was not reversed immediately. As mentioned in previous correspondence, pending charges are not in our ability to address, as the funds are technically being held by the merchant associated with the charge pending a final disposition. Our records show that the pending charge has dropped from the card as of June 27, 2024.

Our cards have a **************** phone number and/or website listed on the back where a Contact Us phone number is located so customers may contact our **************** team to address any concerns that they may have. 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: 07/09/2024

Complaint: 21854660

I am rejecting this response because: they are completely lying. The contact us phone number on the back of the card brings you to an automated system that gives you absolutely no way to connect to an actual customer service person. In addition there were two charges by Lyft on the same day which were lumped into one charge as the final charge. They dropped one of the hold the day the final charge came thru but not the second one. The second one they held for thirty one days! They did finally lift the hold and I will never do any kind of business with them again in fact they should be put out of business. Online reviews of this company are horrible and prove that others are not happy with their business practices just as I am. No I am not satisfied with them but also acknowledge that they have an attitude that shows they have no desire to satisfy customers or improve their practices.

Sincerely,

***********************
Initial Complaint
Date:06/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to dispute the over $100 in monthly maintenance fees that have been charged to my gift card. There are multiple issues with how these maintenance fees are being charged.1) I have tried using the card online multiple times in order to keep the card active and it keeps on getting rejected for some reason, even after significant troubleshooting, preventing me from keeping it active 2) I was charged the dormancy fees 5 times in September 2023. This is in violation of federal law.3) The card specifically says that a monthly maintenance fee is deducted on the first day of the month. Most of the charges have been on random days of the month, which is explicitly against the terms written on the card.My card number is ******************
Business Response
Date: 06/25/2024
June 25, 2024

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

RE: Complaint # ********, Defu Wan

Dear Aspen,

On June 14, 2024, Blackhawk Networks (Blackhawk) received a complaint from Defu Wan regarding dormancy fees against a **** gift card ending in 8572.

The dormancy fees are applied in accordance with the Terms and Conditions for the card as advised within the Cardholder Agreement and are meant to ensure that the account associated with the card remains open and available to be used. The Terms and Conditions are available for Mx. *** to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience Mx. *** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:06/13/2024
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.
Son bought a $60 prepaid **** gift card for me-****************. I was able to use $19,99 of it at Amazon.com on March 11. The next time I tried to use it, I got a message that I didn't have a balance on my card. There should have been $40.01 balance left on this card. I talked to someone at *** and also filed a complaint. It showed the charges that I didn't make. I keep getting emails every 10 days that they are working on it. After reading reviews, this is what BHN does. Some reviews actually say that they think employees at *** are using these cards. I would like my $40.01 that theyi owe me and see that they can't do this to anyone else.
Business Response
Date: 06/25/2024
June 25, 2024

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

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

Dear Aspen,

On June 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding the dispute timeframe for Dispute Case DS0648893.

On March 10, 2024, we received a phone call from ******************, advising that transactions totaling $40 against a **** gift card ending in 0419 were unauthorized. Dispute Case DS0648893 was created, and an email was sent to [email address on file in Dispute Case] 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, and an explanation regarding why the investigation takes that long. ****************** responded on March 11, 2024, advising that she was encountering roadblocks with signing the Dispute Form, at which point we advised that she can write her name and the date on the bottom of the 3rd page of the document. ****************** was also advised in this email that a replacement card would be sent to her and may take between seven (7) to ten (10) calendar days to arrive.

We received the Dispute Form on March 12, 2024, but did not receive the other requested documentation until March 20, 2024. The photos that we had received were too small to be adequately used, however, so on March 31, 2024, we requested that ****************** re-send the photos in a larger size. The requested documentation was received on April 1,2024, and began our investigation with the merchant in question on that date,with updates being sent to ****************** every ten (10) days as advised previously. On June 14, 2024, we sent an email to ****************** advising that the investigation had been closed in her favor. On June 24, 2024, ****************** stated she received a new card with a zero balance; ****************** was reminded in our response that the card had been sent to her so she would not have to wait for the card to arrive once we had concluded our investigation, and that the $40 disputed amount was applied to that card on June 14, 2024. 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:06/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given a gift card for Christmas but I've never been able to use it anywhere -- it is always declined. I have made many attempts to call, email, and even message on social media to get help. When I call the number on the back of the card, I am put on hold and never taken off of hold. When I email, they ask for some information and then never respond. When I message on social media, they direct me to email or call. My card is currently in loss prevention because I attempted to get ahold of ANYONE there
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear Aspen,

On June 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a MasterCard gift card ending in 0756 that was blocked from use.

On June 10, 2024, Case CS13215125 was created through our online Contact Form to state that ************** encountered roadblocks with a gift card. A response was sent to ***************** within this Case, requesting the gift card number, and a response was received the same day with the card number in question. Our research shows that the card was reported lost or stolen, and therefore was blocked as a security precaution. An email was sent to ************** on June 11,2024, requesting confirmation that he had the card in his possession, and we received a response the same day advising that he did indeed have the card.

On June 13, 2024, a response was sent to **************, stating that we were able to unblock the card and that it was available for use. Our records show that the card has a $250 balance as of today's date and may be redeemed at any online or physical merchant that accepts MasterCard gift cards. 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:06/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a few gift cards from them for myself and my family. I have had nothing but issues in using the purchased gift cards.The gift cards do not work.Their 800 number **************? is very unhelpful and actually painful. I tried calling them a dozen times. THEY WILL NOT LET ME TALK TO AN AGENT. When I press * to talk to an agent, it says I'm sorry, I didn't recognize your selection. After repeated tries, it asks me to input my 16 digit number. But when I do, it ALWAYS registers it incorrectly and after multiple attempts and using different phones to reach their support, I've given up. They have designed it to not work.I then try their balance check feature on their website. That doesn't seem to recognize my gift cards either.I'm totally lost and they have intentionally designed their phone and website not mess with customers. Please help.My gift cards that I need help with:******************* (*******************************)******************* (*******************************)******************* (*********************************)******************* (*******************************)
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear Aspen,

On June 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding roadblocks with using four (4) **** gift cards.

We have attached transaction histories for the four cards advised by Mx. ****** for their convenience;please be aware that Dormancy Fees have been applied against the balance of some of the cards in accordance to the Terms and Conditions associated with the cards themselves. The Terms and Conditions are available for Mx. Batche to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card, rewards card,promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. For any transactions that are unrecognized dating within the past two months, we recommend that the registered cardholder 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 their behalf. We sincerely apologize for any inconvenience Mx. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 07/01/2025
my giftcards.com account email is **************** I have placed multiple orders there (see attached pdf). I'm unable to access or use any of the gift cards I've purchased. When I try to access a historical order, I get an error message saying "Order details not found". I had the same issue originally when I tried to use the gift cards in 2023 and 2024. I've been on Active Duty (overseas) since then and haven't been able to try again. But when I try now, it doesn't work. Please help
Business Response
Date: 07/10/2025
July 10, 2025

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

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

Dear Aspen,

On July 1, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** ****** regarding roadblocks with accessing the cards purchased via Giftcards.com.

We invite Mx. ****** to contact our **************** team either through our online Giftcards.com Contact form at ********************************************************* or by phone at ************** 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
**************
******************************
Customer Answer
Date: 07/10/2025

Complaint: 21842718

I am rejecting this response because:
Instead of resolving the issue, they ask me to call their support, which is what I've already attempted without a resolution. I need them to work with me to resolve the issues

Sincerely,

********* ******
Business Response
Date: 07/16/2025
July 16, 2025

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

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

Dear Aspen,

On July 11, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******** ****** regarding roadblocks with accessing the cards purchased via Giftcards.com.

We are unable to locate any record of Mx. ****** contacting our CS team based upon their phone number, email address, or name. We invite Mx. ****** to contact our **************** team either through our online Giftcards.com Contact form at ********************************************************* or by phone at ************** 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
**************
******************************

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