Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This past Sunday, 06/98/24, I purchased an electronic Dicks's Sporting Goods gift card via the Dick's website for the amount of $125 - order #CND6KRF5M4. The funds used to purchase this gift card were debited from my bank account, and then I immediately received an email stating "Unable to process your eGift card. Submitted charges will be refunded to the original form of payment. This was FOUR DAYS AGO, and I STILL have not been refunded. ****'s customer service claims they cannot help me and say I need to call CashStar. I spoke with someone who barely spoke English at CashStar on Sunday (the day this occurred) and demanded they refund my **** card, which they said they would, but as of right now, Wednesday, 6/12/24, FOUR DAYS LATER, the funds STILL have not been returned to my **** card. I now cannot reach anyone at CashStar and I am FURIOUS. THIS IS THEFT. YOU PEOPLE HAVE MY FUNDS AND I NEVER RECEIVED THE **** CARD THAT I BOUGHT AND PAID FOR!!!! I NEED MY MONEY BACK NOW!!!!
Business Response
Date: 06/25/2024
June 25, 2024

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

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

Dear Aspen,

On June 12, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a CashStar order that was not fulfilled but has not been refunded.

Our records show that ***************** was advised to reach out to the financial institution associated with the method of payment used to place order CND6KRF5M4 to address any refunds that would be needed, as we cannot address any refund timeframes set by outside institutions once an order is placed but not fulfilled. We sincerely apologize for any ****************** 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:06/10/2024
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.
This issue involves two (2) $400.00 pre-paid **** debit card maintained by Blackhawk Network California Inc.(BHNC). One of the cards was about to expire. On the back of the card, it states, "Valid thru date on front. Call for a new card. Fund's don't expire. Distributed and serviced by BHNC." ********** services and balance inquiries www.simongiftcard.com or **************. Please note, the web site does not support this card any longer and refers customers to BHNC.I contacted BHNC. They looked up my accounts, verified my validity to possess the cards, verified the amounts and registered them in my name. They said I must wait for the one card to expire and then call back and request a new card be issued. When I called, they offered to mail me a bank check in the amount of $400.00, which I accepted.They stated they will call me should they need more information to process the claim. I urged them to get it while we were on the phone because the service representative could not tell me the number they would be contacting me from. They have called me from various numbers leaving messages on my phone stating they need more information in order to "issue" the payment. They state they will close the case if they do not get an answer. When I call back the number they called from, a recording is reached which states the number has been disconnected. Seemingly, they are not accepting my call. At this moment, I've been in que waiting for assistance for two hours (120 minutes). Something is not right and I feel very uncomfortable about this business. Their customer service numer is useless and they will not provide ANY other means of contact or communication.Please compel them to send me a replacement card in the same amount of $400.00. I do not want to continue wasting my time. Other posted complaints are similar to mine.I have a case number. Not sure if I should post it.
Business Response
Date: 06/12/2024
June 12, 2024

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

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

Dear **

On June 12, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a $400 check that was not sent.

We are unable to locate any information in our records for Mx. ****** and are unable to request additional information due to the phone number being provided within this complaint being too few digits, the email address of *************************** being an invalid email address, and no records based upon their first name, last name,and ZIP code. We invite Mx. ****** to contact our **************** team directly by phone so a representative *** provide any insight that *** be available. We sincerely apologize for any inconvenience Mx. ****** *** 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: 06/17/2024

Complaint: 21830835

I am rejecting this response because: it fails to address the matter. I was assigned a case number on june 11th, 2024, which is CS13219896. I was told a new **** Debit Card in the amount of $400.00 was being issued and sent to my address. The rep said the old case (CS13172751) would be closed.

If I receive the card as promised, in 5-7 business days, I will consider the matter resolved. Otherwise, I strongly disagree with the companies reply. I'm certain they have my phone number because they have left 2 messages on my phone-which I have. They were also provided with my mailimg address so they could mail the check they promised to mail to me. I have literally spent hours trying to contact their "service number." I can prove this by my phone log.

Please, honor your word and send the card.

Sincerely,

*******************
Customer Answer
Date: 06/18/2024
Please, allow me to make you aware of this information.
When I filled out the BBB complaint form, it auto populated the complainant's fields with my usual information used for most all transactions.

The name used on the BBB form is Whaler ******. All my friends, associates, etc, refer to me by this name.

In order to register my cards with Blackhawk Network Holdings, Inc. they required my personal information. I used my legal name, ***********************, as shown on my state / federal identification documents (driver license, passport).

BNH claimed registering my cards would prevent unauthorized usage, aid in recovering a lost or stolen card, and would be necessary to re-issue a new card in place of an expired card. They could see one of my cards was about to expire in a few days.
Rather than re-issuing the card during this initial conversation, I was required to contact BNH after the expiration day passed. This is when and how this whole debacle began.

BNH has required a very unreasonable amount of my time addressing the expired card. I would like to make sure the name difference does not contribute to any further delay by BNH.

Also, please be aware the phone number in the BBB form for the complainants information is incomplete. The last digit, the number 1, is missing.
************.

I apologize for any confusion and hope this will help streamline things along to proper closure. It was not intentional. I feel I gave BNH plenty of information enabling them to contact me.

When "*******," the name left on my recorder, called, he did NOT provide any contact information revealing how he could be reached. When I call the number he called me from, ************, I reach a recording stating the number is not a working number, or has been disconnected.

Lastly, the first case number BNH assigned to me was CS13172751. Evidently it has been closed. On 06/11/2024 a new case number was assigned to me by BNH. This "new" case number is CS13219896.

Please, I would like the expired debit card replaced, preferably on a Mastercard. I will accept a **** card as the only other acceptable debit card option. It must be loaded with the original pre-paid debit value of $400.00. As an alternative, I will accept a bank cheque from a U.S. based bank, drawn from a U.S. account in the amount of $400.00. Either way, please help me resolve this matter.

Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear Aspen,

On June 18, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ************************* regarding a $400 check that was not sent.

After receiving and reviewing the information provided by **************** in his rejection, we have devalued the original card and have sent a replacement to the address provided within this complaint. **************** may use tracking number 1ZEW97930294254930 on the *** website, www.ups.com, to check the status of the delivery of this gift card at any time. 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: 06/25/2024
I am pleased to inform you Blackhawk Network Holdings ha replaced the expired debit card with a new one of equal value.,
This case can be closed. Thanks for your help.

*******************
Initial Complaint
Date:06/10/2024
Type:Customer Service 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 unable to login to my account at myprepaidcenter.com. When I enter my username and password, I am asked to enter a one-time password. When I enter the one-time password correctly, I receive an error message asking me to call ************. When I call that number I get a Thank you for calling ******* wireless.your call cannot be completed. message.Ive also called ************** which is on back of the prepaid card and all it is is automated support. There is nobody there that will help.I need help logging into my account.
Business Response
Date: 06/25/2024
VIA BBB WEBSITE

June 24, 2024

Better Business Bureau
Complaint Case: 21830718

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

Dear *****,

On June 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding Issues with accessing the ******************

On June 10, 2024, we received a complaint from ************ stating he was receiving errors when trying to access his ************** account and was not able to contact us for support. We would first like to extend our apologies for any difficulty with accessing ************** account and any difficulty with contacting us. To further assist you, here are some troubleshooting steps before attempting to access your account:

If you are connected to a VPN or corporate network, please disconnect from it and try again or use a different device.
Be sure to log out from www.myprepaidcenter.com on any devices you might have logged in before.
Clear Cache and Cookies
Try another device (Computer/Phone) different from what's being used.
We recommend ****** Chrome or Mozilla Firefox browsers.
Do not try to open your profile from multiple devices simultaneously or refresh the page excessively if it does not load properly.
Be sure to use the correct user name

If ************ continues to experience these issues, we would like to invite him to contact our **************** team directly by phone at ************* or by utilizing the website listed on the back of the card so we may provide any insight and assistance that is available. We apologize for any delay or inconvenience that you may have experienced. 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: 06/25/2024

Complaint: 21830718

I am rejecting this response because:
I am not connected to a VPN or corporate network and I have tried to use a different device.
I have logged out from www.myprepaidcenter.com on all devices
I have Clear Cache and Cookies
I have tried another device (Computer/Phone) different from what's being used.
I used Google Chrome on all devices.
I have not opened my profile from multiple devices simultaneously or refreshed the page excessively if it does not load properly.
I am using correct user name

I contacted ************** and it is a 100% automated line and none of the prompts provide me with connection to a **************** Team or Individual.
I've also utilized the website listed on the back of the card which hasn't provided any insight or assistance.
How to I get in contact with somebody that that can help me with my concern of logging in to my account online?
Sincerely,

*********************
Business Response
Date: 07/03/2024
VIA BBB WEBSITE

July 3, 2024

Better Business Bureau
Complaint Case: 21830718

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

Dear *****,

On July 2, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ********************* regarding Issues with accessing the ******************

As stated previously if ************ continues to experience these issues,we would like to invite him to contact our **************** team directly by phone at ************** and then dial 0 or by utilizing the website listed on the back of the card so we may provide any insight and assistance that is available. We apologize for any delay or inconvenience that you may have experienced. 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: 07/03/2024

Complaint: 21830718

I am rejecting this response because:
I contacted the **************** team directly by phone at **************. Then I dialed 0. I then received the following message, I am sorry we did not understand your input. I have a video recording of my experience but the file is too large to send (greater than 8 MB). This company clearly doesnt care about their customers. Period. If they truly cared, they would reach out to me directly and take care of me.
Also, Ive tried utilizing the website and have not receive any assistance.

Sincerely,

*********************
Business Response
Date: 07/09/2024
VIA BBB WEBSITE

July 9, 2024

Better Business Bureau
Complaint Case: 21830718

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

Dear *****,

On July 8, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ********************* regarding Issues with accessing the ******************

As stated previously if ************ continues to experience these issues,we would like to invite him to contact our **************** team directly by phone at ************** or by utilizing the website listed on the back of the card so we may provide any insight and assistance that is available. You may also try the Blackhawk customer service number listed on our website at **************.We apologize for any delay or inconvenience that you may have experienced. 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: 07/12/2024

Complaint: 21830718

I am rejecting this response because:
I called ************** and it was impossible to speak to a real person. In a prior communication from Blackhawk I was told to press 0 for assistance. I have video as to what happens when I press 0.if you are interested.
I did call **************. I spoke to ************ at the front desk who transferred me to customer support. I then spoke to ***** at Customer support and told him about my problem. He sent my concern to the escalation team and said I will be contacted in 24 hours. ***** provided me with a case number of CS13451122. If Im unsuccessful, do you recommend I reach out to ************************* at ******************************************************?

Sincerely,

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

July 18, 2024

Better Business Bureau
Complaint Case: 21830718

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

Dear *****,

On July 12, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ********************* regarding Issues with accessing the ******************

We are glad to hear that ************ was able to successfully contact our customer service team. Any further questions should be directed to the open case that is actively being worked on by our agents. We apologize for any delay or inconvenience that you may have experienced. 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: 07/20/2024

Complaint: 21830718
Regulatory Complaint Team,

I am rejecting your response. It appears that your only concern is to "consider this matter resolved" as if I were a human "hot potato". This matter is not resolved and I do not understand why you think that it is. Don't you communicate with your **************** Team about my situation? I assume you don't. Please continue to work with them and I'm sure they will keep you updated. The case number they've provided me is CS13451122. On a side note, I have spent time creating a presentation to illustrate my concerns which I have shared with your **************** Team. Hopefully they will help me resolve.
Please do not include another "consider this matter resolved" response to me until it truly is.
Sincerely,

****** (****) ****
Initial Complaint
Date:06/08/2024
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.
We want to file a complaint against Blackhawk Networking (BHN) for its unethical business practices, to say the least.My name is *********************, and my girlfriends name is ***********. My girl friend is not fluent in English; hence, I am writing to you for both of us.My email is: ****************** My girlfriends email is: ******************* I received a settlement payment of $168.20 from Epipen while my girl friend received $169.55 [see attachments].*** emailed us the same links to redeem the payments.When we click on the links, however, we encounter the same error message: ****, were unable to register your card at this time. Please try again later. [see attachments]This error message is always present, regardless how long we wait and try again, because it is placed there permanently to prevent people from redeeming their cards.BHN will then withhold the money until the cards expire or the balance becomes zero due to their purported dormancy fees.In 2023, I experienced the same problem with my Virtual Prepaidcard from BHN. Only after wasting hours on frustrating calls and emails, *** decided to email me a valid card.One common lie from BHN is that cards have expired. According to Epipen, our cards do not expire until June 2025. My card in 2023 does not expire until January 2025.BHN is illegally shortening the expiration dates, thus preventing people from redeeming the cards, and then charging dormancy fees until the cards expire or the balance becomes zero, whichever comes first.
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear **,

On June 8, 2024, Blackhawk Networks (Blackhawk) received a complaint ********************* regarding roadblocks with redeeming MyPrepaidCenter virtual gift card codes.

We are unable to locate any information in our tools using either the email addresses that ************ has provided or the redemption codes that were sent once we requested them. We recommend that ************ contact our **************** team either by phone at ************** or by email at ********************************************* so a representative *** provide any insight that *** be available. We sincerely apologize for any inconvenience ************ *** have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Customer Answer
Date: 06/25/2024

Complaint: 21822675

I am rejecting this response because: I've already provided the information BHN is requesting in my original complaint (see attachments).
Is anybody pay attention at BHN?
More likely, BHN is giving me the run around, wasting my time.
AGAIN AND FOR THE LAST TIME, my email address where I received the payment from the sponsor (Epipen) is: ******************
The redemption code, which BHN has expired illegally before the "valid thru" date, is:CYCQPPKB5GAQ
Email me a new, valid code immediately.

Sincerely,
*********************
Business Response
Date: 06/26/2024
June 26, 2024

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

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

Dear **,

On June 25, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint ********************* regarding roadblocks with redeeming MyPrepaidCenter virtual gift card codes.

As mentioned in previous correspondence, we are unable to locate any information in our tools using either the email addresses that ************ has provided or the redemption codes that were sent once we requested them. If the redemption code has expired as *********** states, he would need to reach out to the program provider associated with the code. Blackhawk Network cannot make changes to any existing programs guidelines including expiration dates for virtual redemption codes, which are set by the program provider directly and not Blackhawk. 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: 21822675

I am rejecting this response because: We have called *** more than once.
WITHOUT any issues what so ever, the *** representatives (a female and a male with Spanish accents) were able to locate my card and my friends card based on our email addresses and the redemption codes.
They also confirmed the amounts on the cards and the sponsor (Epipen). According to the sponsor, the cards do not expire until June 2025 (documents available).

AGAIN, when we click on the links, however, we encounter the same error message: ****, were unable to register your card at this time.Please try again later. [see attachments ]
This error message is always present, regardless how long we wait and try again, because it is placed there permanently to prevent people from redeeming their cards.
*** will then withhold the money until the cards expire or the balance becomes zero due to their purported dormancy fees. In 2023, I experienced the same problem with my Virtual Prepaidcard from ***. Only after wasting hours on frustrating calls and emails, *** decided to email me a valid card. One common lie from *** is that cards have expired.

Sincerely,

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

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

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

Dear Aspen,

On June 28, 2024, Blackhawk Networks (Blackhawk) received a second rejection to our response concerning a complaint ********************* regarding roadblocks with redeeming MyPrepaidCenter virtual gift card codes.

As mentioned in previous correspondence, the expiration date associated with any disbursement, awards,or promotional cards are set by the program provider explicitly, as are any dormancy fees that *** be applied; Blackhawk cannot and will not override those required contract stipulations, including expiration dates for redemption codes and dormancy fees against cards. If any redemption codes have expired, the intended recipient would need to reach out to the program provider to explore any options that *** be available, as Blackhawk cannot provide new redemption codes. The Terms and Conditions are available for ************ to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience ************ *** 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: 07/10/2024

Complaint: 21822675

I am rejecting this response because:
Is *** even paying attention to our complaint???
Review our complaint with BBB. We have already given *** the information.

But, here it is again:
INVALID code: CYCQPPKB5GAQ

from:************************************

name: ****** ["Nat"] ****

email: ******************
amount: $168.20

INVALID code: LUU6URWXCYGF
from:************************************

name: Mi Cang

email: *******************
amount: $169.55

We have called *** more than once.
WITHOUT any issues what so ever, the *** representatives (a female and a male with Spanish accents) were able to locate my card and my friends card based on our email addresses and the redemption codes.

They also confirmed the amounts on the cards and the sponsor (Epipen). According to the sponsor, the cards do not expire until June 2025 (documents available).

AGAIN, when we click on the links, however, we encounter the same error message: ****, were unable to register your card at this time. Please try again later.
This error message is always present, regardless how long we wait and try again, because it is placed there permanently to prevent people from redeeming their cards.
*** will then withhold the money until the cards expire or the balance becomes zero due to their purported dormancy fees.
In 2023, I experienced the same problem with my Virtual Prepaidcard from ***. Only after wasting hours on frustrating calls and emails, *** decided to email me a valid card. One common lie from *** is that cards have expired.

Sincerely,

*********************
Initial Complaint
Date:06/07/2024
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.
Happy Cards (gift cards) are serviced by Blackhawk Network **********. I received this gift card as a gift it can be used at Lowes, Macys, Ulta, and a few other locations however, according to these businesses you can never redeem these cards for the full amount because the system doesnt process the card if its for the exact amount the card is for. For example the card I have is for $50 however, it has to be ran for $45 or it wont go through and when you try to use the last $5 the system will not accept the card. If you call the customer service number, ************** you go around in circles talking to an automated system but can never get through to a real person.
Business Response
Date: 06/18/2024
June 18, 2024

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

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

Dear **,

On June 7, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding roadblocks with redeeming a Happy Holidays card for the full balance.

Our records show that the Happy Holidays card ending in 1656 has a balance of $5 as of today's date, with a transaction for $45 at ****** being processed on March 25, 2024. Our records further show declined transactions against the balance due to the amount attempting to be charged being more than the available balance; in instances where there may not be enough on the card to cover a purchase, the merchant should attempt a "split transaction", with the balance being deducted and a second form of payment being used to cover the remaining amount due. 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: 06/18/2024

Complaint: 21819738

I am rejecting this response because: They are failing to recognize that multiple attempts to run the card for $50 were made, but like I said the card CAN NOT be redeemed for $50 because the system will decline the transaction. The transaction has to be done for a dollar value less than $50 hence the reason for the leftover $5 that CAN NOT be used. And yes, ***** attempted to run it for $49 or a dollar amount closer to $50 without any luck that is how we ended up with $45. So basically, if you buy a gift card from Blackhawk expect a $5 hidden fee. The card explicitly said no fees yet I can not use my last $5 dollars.

Sincerely,

***********************
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear Aspen,

On June 20, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from *********************** regarding roadblocks with redeeming a Happy Holidays card for the full balance.

As mentioned in previous correspondence, our records show that the Happy Holidays card ending in 1656 has a balance of $5 as of today's date, with a transaction for $45 at ****** being processed on March 25, 2024. Our records further show declined transactions against the balance due to the amount attempting to be charged being more than the available balance; in instances where there may not be enough on the card to cover a purchase, the merchant should attempt a "split transaction", with the balance being deducted and a second form of payment being used to cover the remaining amount due. We have provided a transaction history for this card for ****************** convenience; please note that we do not see a declined transaction for $49 against this card. 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: 06/27/2024

Complaint: 21819738

I am rejecting this response because:
The attached receipt clearly shows that ***** knows how to process split transaction. Again, multiple attempts were made to process the gift card for the full $50. The system rejected amount between $46-50 even though the gift card was for $50. A second attempt at later date was made to use the remaining $5 and again the system did not accept the last $5. This complaint is not about the money. Its the principle that a $50 gift card can not be used for the full amount. If there are fees associated with this card it should be disclosed in the back of the card.

Sincerely,

*****
Initial Complaint
Date:06/06/2024
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.
Purchased a $250 e-gift card to use for online shopping on 6/3. I tried to use the card at multiple retailers with continual declines, only being accepted at a few locations. I had $177 left on the card and it was like the card disappeared. I cannot see my balance on their website. I've tried to call multiple times, but because my card is not in the system anymore, it will not let me through to customer service. I've emailed without a response. I've tried to use the card and still declines. I feel like my money has been stolen.
Business Response
Date: 06/17/2024
June 17, 2024

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

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

Dear Ty,

On June 6, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a MasterCard gift card that they are unable to use.

Our records show that the original gift card was replaced for a card ending in 2927 and has a balance of $54.67 as of today's date, with transactions processing successfully as of today's date.Should ************** encounter any roadblocks with redeeming her replacement card,we invite her to contact our **************** team directly so a representative *** provide any insight that *** be available. We sincerely apologize for any inconvenience ************** *** have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.com
Initial Complaint
Date:06/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Case Resolved Subject: Query We have never used our gift card until today, and it was declined. When I checked it, someone had taken 4.99 out over and over until it was depleted. This was not us. It had to be someone from your company as the card was never opened. Hello, We have resolved your case CS12919043. Please see the comments for your resolution.Resolution Notes: After reviewing your concern, we believe the most efficient way to resolve this matter is by contacting our *********** Services team directly at **************, please select (Option 2 and then Option 1) and this will connect you with a live representative. They are equipped to provide you with personalized assistance to ensure your card redemption process goes smoothly. We apologize for any inconvenience this may cause you and appreciate your understanding. Your feedback is important to us, you might receive an email survey to rate your experience with this contact. Thank you for the opportunity to assist you!Case Status Tracker (Resolved)Today I tried to contact a human at this company so I could get this resolved, and it never connected. Please help
Business Response
Date: 06/06/2024
June 6, 2024

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

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

Dear **,

On June 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding a **** gift card ending in 2137 that had unauthorized charges.

Our records show that there are multiple charges dated April 22, 2024 and April 23, 2024 to **** Services via ****** Play. Because the charges in question are within our sixty (60) day timeframe for a dispute to be made, 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
Customer Answer
Date: 06/06/2024

Complaint: 21808476

I am rejecting this response because:I called that phone number multiple times that was supposed to connect me with a person, but it didn't. That number hangs up on you when you used the options they provided. (Option 1 then option 2 there is only option 1 which gives no alternative to an option 2) When you keep trying it hangs up on you.After I tried to get this done the way they wanted I reached out to BBB, they may think its resolved but how can that be when they just sent an email without any way to resolve it with the customer? There's no human there...... attached below is what they sent as a "resolution"

Sincerely,

*******************

From: BHN **************** <*************************************************************************>
Sent: Tuesday, April 30, 2024 6:50 PM
To: ****************** <******************>
Subject: Case CS12919043 has been Resolved

Case Resolved

Subject: Query We have never used our gift card until today, and it was declined. When I checked it, someone had taken 4.99 out over and over until it was depleated. Thi

Hello,

We have resolved your case CS12919043. Please see the comments for your resolution.
Resolution Notes:
After reviewing your concern, we believe the most efficient way to resolve this matter is by contacting our *********** Services team directly at **************, please select (Option 2 and then Option 1) and this will connect you with a live representative. They are equipped to provide you with personalized assistance to ensure your card redemption process goes smoothly.

We apologize for any inconvenience this may cause you and appreciate your understanding.

Your feedback is important to us, you might receive an email survey to rate your experience with this contact.

Thank you for the opportunity to assist you!
Business Response
Date: 06/07/2024
June 7, 2024

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

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

Dear **,

On June 6, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******************* regarding a **** gift card ending in 2137 that had unauthorized charges.

As mentioned in previous correspondence, because the charges in question are within our sixty (60) day timeframe for a dispute to be made 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. The email from our **************** team provided by ************ has a different email address than what was advised for our Dispute Team. Our Dispute Team handles this exact sort of scenario, and will be uniquely qualified to begin the process of working with the merchant in question. 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: 06/07/2024

Complaint: 21808476

I am rejecting this response because:This is the same response they keep sending. Just because they send a s/response doesn't mean it is resolved. (Like what they put on their paper/email) I've had the same email address for 25 years, what are they trying to say? The bottom line is you call and get nowhere, today I called that Aspen B listed at the bottom of the response form and guess what? No person. Unless they can provide some real resolution with the BBB as a mediator, other than call a number, I am again refusing this. I did leave a message for "Aspen B" that I was going to refuse this and turn it back over to you..

Sincerely,

*******************
Initial Complaint
Date:06/05/2024
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.
Blackhawk is the distributor of a Gift Card that I received. I registered the card in early May, left it in a drawer that no one else had access to. I went to use it last weekend at Dick's ******** Goods and was told that it would not authorize. I made my purchase with my debit card and went home to check the card balance online. It showed a purchase of $99.99 by ****** ************** on May 13, 2024. I reached out to ****** and filed a "unauthorized charge" claim. ****** came back and acknowledged the charge and stated that I would need to contact the card issuer for refund/reimbursement. You cannot get any help from calling the number on the back of the gift card (#************). You can't get anyone to address fraudulent activity. There is nowhere on their website to address such issues/claims. I would like the $99.99 returned to me in the form of another gift card or check. I'm hoping that leveraging the BBB will help me get resolution.
Business Response
Date: 06/06/2024
June 6, 2024

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

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

Dear **,

On June 5, 2024, Blackhawk Networks (Blackhawk) received a complaint ************************* regarding fraudulent charges against a MasterCard gift card ending in 2954.

Because the charge in question is within our sixty (60) day timeframe for a dispute to be made, 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 his 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
Customer Answer
Date: 06/06/2024
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. I have
emailed Blackhawk and asked for their assistance in refunding the fraudulent charges.

Sincerely,

*************************
Initial Complaint
Date:06/05/2024
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 prepaid Mastercard for $150 for my 10 years working in a nursing home. I spent $17 of it and when I went to use it again it was declined, I called and they it had expired 4 days prior and the money was gone. Very sad, could have spent it on groceries. I asked if they could extend the expiration and they said no.
Business Response
Date: 06/14/2024
June 14, 2024

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

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

Dear **,

On June 5, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a MasterCard that expired before the funds could be fully used.

After reviewing the information provided by ************** upon request, we have determined that the card in question is not a Blackhawk-supported card. The website provided by *************, ***************************************, is not a platform owned or managed by Blackhawk Network, nor is the Digital token provided by ************** or the Case number she provided. Because of this, we cannot address the gift card in question. 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:06/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction: September 23, 2023 at 16:58pm CST The amount of money paid the business: $150.00 for the for the gift card plus $6.95 in total $156.95 What the business committed to provide you: A **** Gift card in the amount of $150.00 What the nature of the dispute is: a damaged gift card that was used fraudulently in the full amount of $150.00 prior to purchase.Whether or not the business has tried to resolve the problem: over 8 months later has yet to resolve the problem with the business.Account/order/tracking number: N/A
Business Response
Date: 06/05/2024
June 5, 2024

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

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

Dear **,

On June 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a ************ gift card that had unauthorized transactions.

************ gift cards such as the one advised by ****************** are not part of a Blackhawk-supported program, and as such we cannot assist in this matter. If ****************** has not already done so, we recommend having them utilize the phone number on the back of the gift card itself or the ************ gift card website,www.vanillagift.com, so a representative of ************'s Customer Service Team *** provide any insight that *** be available. We sincerely apologize for any inconvenience ****************** *** have experienced.

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

Best Regards,

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

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