Business Profile
Internet Marketing Services
Blackhawk Network Holdings, Inc.Headquarters
Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,144 total complaints in the last 3 years.
- 405 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my dissatisfaction and frustration regarding an issue I encountered with the redemption codes I received from your company. I recently received a redemption code as part of a company settlement class claim, and unfortunately, I have encountered numerous problems when attempting to redeem the codes.Upon entering the redemption codes into your system, I consistently receive an error message stating, "We apologize. We have identified an error on our side." This error message has been persistently preventing me from utilizing the codes I received. To make matters worse, approximately 80% of the codes I have attempted to redeem have been unsuccessful.I expected a seamless redemption process and a reliable system that would allow me to utilize the codes without any hindrance.I kindly request that you thoroughly investigate this issue and take the necessary steps to rectify it as soon as possible. I understand that errors can occur, but it is crucial that your customers receive the service they are entitled to. I also urge you to implement measures to prevent such issues from happening in the future, as this level of unreliability is highly inconvenient and disappointing.I kindly request that you provide me with replacement codes or an alternative solution that would allow me to redeem the compensation.Thank you for your attention to this matter. I look forward to your prompt response and a resolution
Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************
Dear Ty,
On April 16, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding roadblocks with redeeming a MyPrepaidCenter virtual gift card code.
Our records show two gift cards under ************** email address; because we show no record of ********** contacting our **************** team for assistance, we invite him to reach out by phone at ************** so a representative *** provide any insight that *** be available regarding any roadblocks or error messages he *** be encountering.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.comInitial Complaint
Date:04/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a $500 prepaid **** gift card from Kroger Grocery on 3/8/24. Immediately after exiting the grocery I opened the card to see a couple of the card's number were unreadable. I purchased the card so that I could make a payment over the internet, but doing so required registering the card number online. I then contacted Black Hawk Network customer support to ask what the unreadable numbers on the card were so that I could then register the card. Against my protestation the agent informed me he instead of providing me with missing card numbers we would be deactivating the card. He then instructed me to send photo documentation of the damaged card, store receipt, my drivers license, and card packaging to an email address he provided. The agent informed me that he could send out a replacement card within the next 5-7 days to my mailing address. I declined the replacement card as I needed to place my online payment immediately. The agent then informed me that BHN would instead issue me a refund via check within the next 3-5 business days. I then walked back inside of ****** and purchased an additional $500 **** prepaid card (BHN) and used it to make the online payment.I have contacted BHN many times since the initial contact and still there has been no update on the case. Each time I spend with someone I am told they have sent my information to another **** that makes the decisions and that department has neither replied to the customer support agents or to myself.Copies of email correspondence and images sent showing the damaged card and receipt are attached below. Dates of calls on case 3/8/24 3/10 call 3/26 call 4/3 call 4/9 call 4/11 email send to management 4/12 another email 4/15 callBusiness Response
Date: 05/01/2024
May 1, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************
Dear **,
On April 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding a refund for a **** gift card ending in 1612 that has not been received.
On March 8, 2024, we received a phone call from ************** advising that a **** gift card he received was missing digits. Case CS12520724 was created, and a replacement gift card was offered to be sent to him. ************** refused this option due to the seven (7)to ten (10) business day delivery timeframe. ************** requested a refund, and an email was sent to **************** requesting a proof of purchase for the card, a photo ID, and photos of the front and back of the gift card. We received the requested documentation the same day, and we began our investigation into the refund request at that time. Regular updates were sent,and on April 19, 2024, an email was sent to ************** to state that a refund check would be sent to him on May 1, 2024, as a four (4) by six (6) inch postcard. We sincerely apologize for any inconvenience ************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comInitial Complaint
Date:04/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a gift card for the Smashburger Settlement. I tried using it on the Target website and it was blocked. I called the *** site for a replacement on 3/14/24 and a case was created. They asked for documents, which I provided. After following up on 4/1/24 I was told to expect an email within 10 days. I followed up on 4/10/24. I was told that all documents were received and that they would escalate the concern and that I would hear from them in 24 hours. After two days, I did not not hear back nor did I receive my replacement. This for a gift card for $5.51. I called back on Friday the 12th and was assured that a replacement would be sent. It is two days later and there is no replacement in my email again.Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear **,
On April 14, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding a Smashburger disbursement card that they are encountering roadblocks with redeeming.
On March 14, 2024, we received a phone call from ********************** to request the balance of a MasterCard disbursement card ending in 1386. Case CS12565799 was created, and an email was sent to **************** to request a photo ID with date of birth, a copy of a utility bill that showed his full name and address,and a photo of the front and back of the card if the card in question was a physical card. We received the photo ID and original email for the virtual card on the same day but did not receive a photo of a utility bill until March 20,2024.
Our records show that the block against the card was removed on April 15, 2024, and the card is available to be redeemed. We sincerely apologize for any inconvenience ******************************* may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comInitial Complaint
Date:04/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not able to access my account. Unless under court order or subpoena for something unrelated, AML/BSA or "security" requires some reasonable length of rectification.Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear **,
On April 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding roadblocks with accessing an account.
We attempted to contact ***************** via email to obtain information regarding what sort of account he was encountering roadblocks with accessing, but we received a DNS error message,meaning that ********************** email domain location could not be located and therefore we were unable to obtain additional information. We recommend that ****************** contact our **************** team via phone, the number for which should be available on the website associated with the account 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.comInitial Complaint
Date:04/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So I requested for my refund check from Blackhawk , prior to that I had applied for my name correction which was approved , when my check came it has *********************** but my ID has ************************* , when I got to ******* o cash the check they refused to because of the name error (receipt attached ) I contacted black hawk customer service on 03/22/2024 and ask them to void the check and issue a new one with my correct name on it (Case CS12717987). I never got a respond , and I contacted again April 10 only for black hawk to send me an email that someone cleared the check on 03/26 2024.. how did Blackhawk approved a check that they clearly stated at the back THIRD PARTY PROHIBITED? ? I want a copy of the cleared check it was clearly a third party mobile deposit , because I never cleared the check, BECAUSE OF JUST AN ALPHABET MY CHECK WAS NOT HONORED BUT BLACKHAWK HONORED ON A NAME THAT IS NEVER MINE ..I WANT MY $500Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *************************
Dear **,
On April 12, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a refund check that was cashed by someone other than themselves.
Our records within Dispute Case DS0623130 shows the copy of the PotomacEdison bill, the copy of a WSSC Water and Sewer bill, and both photos of a Provisional Driver's License and Identification Card for the State of Maryland shows the name as "***********************"; this is what was used to have the refund check sent. We cannot see how the refund check was cashed, or into what account any funds may have been deposited once the check is cashed. We have provided photos of the documentation that was provided by **************** which confirms what was sent to us. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comCustomer Answer
Date: 04/23/2024
Complaint: 21565918
I am rejecting this response because: this company is fraud and theyre aiding scammers before any bank would cash a check a copy of the check is been sent to the bank and it will definitely show the signature I want Blackhawk to provide a copy of the cleared check to both bbb and myself I will also file a case at the small claim court I will never be responsible for something thats not my fault and the law does not hold me responsible for lost or stolen check . Provide a copy of the cleared check , we need to see the signature
Sincerely,
*************************Business Response
Date: 04/25/2024
April 25, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *************************
Dear **,
On April 23, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ************************* regarding a refund check that was cashed by someone other than themselves.
For security reasons we have no insight or visibility into any account information that *** have been used to cash a physical check, as that would require access to several highly confidential banking institutions records, including account and routing numbers. 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.comInitial Complaint
Date:04/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was given a $25 gift card to giftcards.com, but I keep getting error messages on the website saying that the Card # and PIN are "not recognized," so I am unable to use it. I have contacted the business twice for assistance but have not received any response.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *******************************
Dear **,
On April 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding roadblocks with redeeming a Giftcards.com card.
Our research into the card ending in 8631 shows that the card was blocked due to pre-activation activity;the card has not been activated and **************************** would need to return to the place of purchase with a purchase or activation receipt to have the card either activated or replaced in accordance to the store's policies. We sincerely apologize for any inconvenience **************************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comInitial Complaint
Date:04/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was placed online via Staples.com on 4/2/24. $300 dollar gift card was ordered and gift card was delivered 4/8/24. On 4/9/24 I tried to activate the gift card online with a message that it can't be activated. I tried activate by calling the number on the card and that did not work either. I called customer service line phone number and representative was unable to help and gave me a case # CS12754319. The representative told me that a person from Staples must call to activate. I then tried to work with Staples help line. Staples sent me back to the gift card issuer. This back and forth is unacceptable. Blackhawk Network is the issuer and they should be able to resolve the issue of sending me a gift card that can't be activated and not recognized by the system.Business Response
Date: 04/18/2024
April 18, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***************************
Dear Ty,
On April 10, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a **** gift card that was not activated at the place of purchase.
We were able to locate the card information and can confirm that it did not activate at the place of purchase; we have activated the card and can confirm that it has full balance of $300 as of today's date. ******************** may redeem this card at any physical or online merchant that accepts **** gift cards or **** debit cards. For a full list of any possible restrictions against using this card, we recommend that ******************** review the Cardholder Agreement on the website listed on the back of the 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 ** with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 04/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:04/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company distributed a prepaid card that has never worked, never been accepted at any merchant. The website does not register the card, and it is impossible to speak to a person or find a customer service email. Fraudulent businessBusiness Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***********************
Dear **,
On April 9, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a digital disbursement MasterCard that they are encountering roadblocks with redeeming.
Our records show that the disbursement card in question has a zero-balance due to dormancy fees being applied against the balance in accordance with the Terms and Conditions associated with the card itself. The Terms and Conditions are available for ***************** to review at any time, and it is the responsibility of and recommendation to any cardholder to review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure the cardholder is 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 ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 04/20/2024
Complaint: 21549904
I am rejecting this response because:
1) attempts to use the card were rejected and 2) the terms are not clearly stated or visible at all, in fact they advertise a never expire. What terribly deceptive business practices.
Sincerely,
***********************Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, ***********************
Dear **,
On April 22, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to the complaint from *********************** regarding a digital disbursement MasterCard that they are encountering roadblocks with redeeming.
As mentioned in previous correspondence, our records show that the disbursement card in question has a zero-balance due to dormancy fees being applied against the balance in accordance with the Terms and Conditions associated with the card itself; this is not the same as the card funds expiring as any funds remaining on the card once the expiration date passes are eligible for reissuance. The Terms and Conditions are available for ****************** to review at any time at www.myprepaidcenter.com, and it is the responsibility of and recommendation to any cardholder to review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure the cardholder is able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances.
The card was declined due to having insufficient funds due to the dormancy fees, which were posted on June 24, 2023, July 22, 2023, August 19, 2023, and September 15, 2023. ****************** may review a transaction history for this card via the MyPrepaidCenter website as advised above. 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
****, ** 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 04/22/2024
Complaint: 21549904
I am rejecting this response because: lies please **** this business as dishonest and untrustworthy
Sincerely,
***********************Initial Complaint
Date:04/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received an email from ******* v. ***************** Settlement, the reedem virtual card button and the link inside the email did not work to redeem the virtual card from the settlement so I did some research and I tell you I have received the run around, non existent telephone numbers, finally discovered that Blackhawk Marketplace leads to Blackhawk Network which leads to ****************** which is where I entered the redeemption code and was told the card had already been redeemed. (Im like by who and when?), and I was to click on the link in the confirmation email I received after activating the card, I haven't received a conformation email because this was my first attempt at activating the card. Contacted the Blackhawk Marketplace last week spoke with ***** who gave me invalid telephone numbers, ended up speaking with her again to today and then to ******* and then to Gabbie at Blackhawk Network, ****** stated the problem has been escalated and I spoke with ****** at ***************** who stated the problem has been escalated and gave me a case number. The information they are asking me for also seems like it may be a scam and I am not going to ever receive my settlement virtual card back. They are asking me for my ID and a utility statement verifying my address, why would I need to verify my address for a virtual card or send a copy of my ID for a virtual card and my email address and the code to redeem the card has already been validated by all custormer service representatives I spoke with that are included in this summary.Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *****************************
Dear **,
On April 4, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a virtual MyPrepaidCenter settlement card they are encountering roadblocks with accessing.
On March 2, 2024, we received a phone call from ****************** due to encountering roadblocks with redeeming a virtual MasterCard disbursement card ending in 6193. Case CS12702775 was created, and an email was sent to ********************* to request a photo ID with date of birth, a copy of a utility bill that showed his full name and address, and a photo of the front and back of the card if the card in question was a physical card or a copy of the original email received and which contains the retrieval link for the virtual card. We re-requested this information on April 16, 2024, and as of today's date we have not received the required documentation so we can begin our research. Once this documentation is received within CS12702775, we will be happy to assist ****************** further. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comCustomer Answer
Date: 04/24/2024
Complaint: 21532029
I am rejecting this response because:Blackhawk Network is currently in a data breach lawsuit which closed April 11, 2024 to become a claimant, I only found this out yesterday doing research on the company and the company has a lot of review complaints for this very thing tha I am currently having a issue with them about. Thank God I did not send them any personal information pertaining to me, I will not send them a copy of my ID or utility bill because I do not trust them to keep my information safe. WOULD YOU??? , ITS PROBABLY DURING THE **** BREACH MY VIRTUAL CARD INFORMAITON WAS STOLEN!! I explained this to them on the dates stated in the companiy's response. On yesterday, April 23, 2024. what I did do was forward them the orginal email that I received from them on March 29, ****************************************************************** the email. If that is not proof enough then I will have to take matters further.
Sincerely,
*****************************Business Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *****************************
Dear **,
On April 26, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response to a complaint from ***************************** regarding a virtual MyPrepaidCenter settlement card they are encountering roadblocks with accessing.
Despite having not received the requested information to begin our research, we sent a voicemail with ***************** on April 25, 202, advising that the dispute was closed in her favor,and an email was sent to her reiterating the resolution. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
**************
www.BlackhawkNetwork.comCustomer Answer
Date: 04/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:04/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In May of 2023, I signed up for ******* internet and as part of a promotion, was to receive a $300 **** gift card. This card never came. I went back and forth with ******* for almost a year, and last week they connected me to Blackhawk Network to have a new card issued to a different address. They determined I wasnt receiving the gift card due to a mail box issue with **** *** requested a utility bill with my name and address as well as a copy of my ID. I just moved 2 weeks ago, and filed my new address with the PA DMV. In **, they wont issue a new ID card, your updated address comes in a legal paper form that is to be carried until your license expires. I sent all of this information to my rep at BHN. I explained how I cant have a new ID issued due to our state laws and regulations but proved the legal document from PA state indicating that my address has been officially updated and reflects the address on my utility bill. *** refuses to issue the gift card and keeps sending me back to *******. Ive offered to show a copy of my deed, more utility bills, or a screenshot of my online DMV account. They continue to send me a generic response that my address doesnt match my utility bill, but they are refusing to acknowledge that I have sent everything they need and requested-with the correct addressBusiness Response
Date: 04/12/2024
April 12, 2024
Better Business Bureau
Complaint Case: ********
RE: Complaint #********, *************************
Dear **,
On April 3, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a ******* promotional card that has not been received.
On March 27, 2024, we received a phone call from **************, advising that a ******* promotional gift card for $300 had not been received. Case CS12568915 was created, and an email was sent to ************************* requesting a photo ** that included her mailing address and a utility bill that shows the address where she would like the card to be received. This information was re-requested on March 28, 2024, with a response being received on March 29, 2024. The information we received was unreadable, so we re-requested the documentation via email on April 1, 2024,and updated ************** on April 2, 2024, advising that the address on each piece of documentation provided was different; a match is needed on both documents to complete the request.
On April 2, 2024, ************** was advised to reach out to the sponsoring company, *******, for further assistance due to the address on the ** provided not matching anywhere else in our records. We are unable to update the records of any sponsoring company as we are a third-party processor for gift cards provided by several sponsoring companies and therefore have no access to their database to make any changes. 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
****, ** 89521
www.BlackhawkNetwork.com
Blackhawk Network Holdings, Inc. is BBB Accredited.
More InformationWhy choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.