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.
404 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:02/25/2024
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.
Blackhawk Network keeps trying to take $850 from a prepaid card Delta gave me for abandoning me on my last trip. Was Delta or Blackhawk hacked recently? Is there any recourse?
Business Response
Date: 02/26/2024
February 26, 2024

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

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

Dear **,

On February 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding funds that were removed for an order but the order was canceled.

Our records show that order ******** was canceled and no funds were captured from the card used to make the attempted purchase. Any funds that have been removed from their account is due to a temporary hold and will return back to the method of payment used to place the order within ten business days or in accordance to the financial institution associated with their 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.com
Initial Complaint
Date:02/24/2024
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.
cs12419845 On 2-23-24 at approximately 11:42 PM EST, I called ************** to address a serious issue with not one, but two Mastercards registered under my name and one under my brother's name. Let me clarify, all three cards are mine, registered under my email address. The sole reason for having one card under my brother's name was to facilitate a seamless transaction with the same vendor, where a purchase of $200 each was made a week ago. Although the transactions were canceled and subsequently refunded, I have been unable to utilize the cards despite showing a $200 balance and a corresponding refund on my card statements.The first representative I spoke to confirmed that the cards were indeed blocked due to the refunded amount already being spent and assured me that the issue would be resolved within 5-10 minutes. However, much to my dismay, the cards remained blocked, and I was unable to use them for subsequent transactions.In my desperation to resolve the issue, I attempted transactions at multiple locations after the promised time frame, only to find that the cards were still unusable. In fact, the situation worsened, as your system's draconian measures to block cards that had received refunds resulted in the deactivation of my account on another website where I have a substantial transaction history, totaling thousands of dollars.The following day, on 2-24, I placed another call, hoping that this time my concerns would be addressed promptly. ****, the second representative I spoke to seemed equally incompetent and provided no resolution to my predicament.I am appalled at the lack of efficiency and the complete disregard for the inconvenience caused by your system. Instead, I find myself dealing with a nightmarish situation where I am not only unable to use my cards but have also suffered the repercussions of your flawed system on a different platform.
Business Response
Date: 03/05/2024
March 5, 2024

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

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

Dear Ty,

On February 24, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding roadblocks with redeeming three MasterCard gift cards.

Our research into this complaint shows that the gift cards ending in 6401, 5357, and 9106 have been unblocked and redeemed in full, with the most recent transaction being February 27, 2024. We sincerely apologize for any inconvenience Mr. **** 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.com
Initial Complaint
Date:02/23/2024
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 currently have a credit balance of $7.70 on my pre-paid card. Despite numerous attempts to use it for in-store and online purchases, Ive been unsuccessful. Ive reached out to customer service multiple times and even escalated the issue to management, but Ive yet to receive a response. *** invested a significant amount of time trying to resolve this issue. Now, I would like to request a refund for the remaining balance on my card. This money rightfully belongs to me.
Customer Answer
Date: 02/23/2024
I currently have a credit balance of $7.70 on my pre-paid card. Despite numerous attempts to use it for in-store and online purchases, Ive been unsuccessful. Ive reached out to customer service multiple times and even escalated the issue to management, but Ive yet to receive a response. *** invested a significant amount of time trying to resolve this issue. Now, I would like to request a refund for the remaining balance on my card. This money rightfully belongs to me.

Sent from ***************** (****************)
Business Response
Date: 03/05/2024
VIA BBB WEBSITE

March 5, 2024

Better Business Bureau
Complaint Case: 21337848

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

Dear *****,

On February 26, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************** regarding issues using making a purchase on their Mastercard Gift card ending in 1492.

On February 23, 2024, Mx. ***** contacted our customer service team in regard to issues using their Mastercard gift card ending in 1492. Case CS12416231 was opened to look into this further. Our agent attempted to troubleshoot the issue with Mx.*****, however, this was declined by **. *****. Mx. ***** then requested a supervisor. When our supervisor attempted to assist **. **************. ***** declined these steps.

As of March 5,2024, we show that this card is active and available for use. If Mx. ***** continues to experience issues; we would like to invite them to contact our customer service team for further assistance. 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 ** with any further questions.

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 03/06/2024

Complaint: 21337848

I am rejecting this response because: I have contacted customer services multiple times (more than dozen times) and they could not help me at all. They insisted that they did not see any attempt to use the card. Some of them told me I was not supposed to use the the card with Apple wallet which was the only way to use the virtual card in stores. I then escalated the case. They told me someone will get back to me with a couple of days after the case is open. After I waited for more than a week, I heard nothing. I then contacted their customer service again. They still told me no record showed I used the card. Then they said I had to use the card in the list of stores they specified on their website. I double checked their website, they stated customers can use the card any stores whereever a master card is accepted. I asked for a refund of $7.70. They rejected me, Then I asked to speak to a supervisor. Finally I got transferred to a supervisor. She told me to try a online payment while I was with her. I tried online payment got declined. She did not troubleshoot the reason from the card side, instead she was questioning my ability to use the card, I told her I have been use credits cards for many many years, As a matter of fact, I was able to successfully made the same online payment (rejected by this card) using a different master card.
Repeadily calling customer services has proven to be a waste of time, They were looking for reasons from customer end, like I am not using the card correctly. I have been using other credits cards successfully for many many years,
They advised the card can be used at any stores when a master card is accepted. Is this a mis-advertising and false claim?
I like a refund of $7.70. I have spent numerous hours trying to resolve this issue. I guess if I give up, they will keep the money. $7.70 is a small amount and they expect customer to just give up? Feel like a scam. How many other customers who face the same problems don't bother to report it!

Sincerely,

*****************
Business Response
Date: 03/13/2024
VIA BBB WEBSITE

March 13, 2024

Better Business Bureau
Complaint Case: 21337848

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

Dear *****,

On March 6,2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ***************** regarding issues using making a purchase on their Mastercard Gift card ending in 1492.

As stated previously,as of March 13, 2024, we show that this card is active and available for use.If Mx. ***** continues to experience issues; we would like to invite them to contact our customer service team for further assistance. 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 ** with any further questions.

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 03/13/2024

Complaint: 21337848

I am rejecting this response because:: I have contacted customer services multiple times (more than dozen times) and they could not help me at all. They insisted that they did not see any attempt to use the card. Some of them told me I was not supposed to use the the card with Apple wallet which was the only way to use the virtual card in stores. I then escalated the case. They told me someone will get back to me with a couple of days after the case is open. After I waited for more than a week, I heard nothing. I then contacted their customer service again. They still told me no record showed I used the card. Then they said I had to use the card in the list of stores they specified on their website. I double checked their website, they stated customers can use the card any stores whereever a master card is accepted. I asked for a refund of $7.70. They rejected me, Then I asked to speak to a supervisor. Finally I got transferred to a supervisor. She told me to try a online payment while I was with her. I tried online payment got declined. She did not troubleshoot the reason from the card side, instead she was questioning my ability to use the card, I told her I have been use credits cards for many many years, As a matter of fact, I was able to successfully made the same online payment (rejected by this card) using a different master card.
Repeadily calling customer services has proven to be a waste of time, They were looking for reasons from customer end, like I am not using the card correctly. I have been using other credits cards successfully for many many years,
They advised the card can be used at any stores when a master card is accepted. Is this a mis-advertising and false claim?
I like a refund of $7.70. I have spent numerous hours trying to resolve this issue. I guess if I give up, they will keep the money. $7.70 is a small amount and they expect customer to just give up? Feel like a scam. How many other customers who face the same problems don't bother to report it!

Sincerely,

*****************
Business Response
Date: 03/19/2024
VIA BBB WEBSITE

March 19, 2024

Better Business Bureau
Complaint Case: 21337848

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

Dear *****,

On March 13,2024, Blackhawk Networks (Blackhawk) received a rejection to our response from ***************** regarding issues using making a purchase on their Mastercard Gift card ending in 1492.

As stated previously, as of March 19, 2024, we show that this card is active and available for use. If Mx. ***** continues to experience issues; we would like to invite them to contact our customer service team for further assistance.

We are determined to work with you to ensure that you are able to use the remaining funds on the card in accordance to the Terms and Conditions;therefore, we invite you 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 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
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:02/22/2024
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 card for $200.00. I was not shown, advised, or otherwise directed that the card has an expiration date. The transaction was on 9/5/2023 and the card expired on 12/23. When I asked to have the card replaced I was told no. All I want is the $200 on a card I can actually use, instead $200 was stolen from me.
Business Response
Date: 03/05/2024
March 5, 2024

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

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

Dear **,

On February 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a gift card that has expired without funds being reissued.

While federal law does specify that funds from gift cards cannot expire, promotional, loyalty, or rewards gift cards such as this one are exempt from this restriction. The program provider associated with this gift card set the expiration date as part of their contract terms with us to ensure the funds are used within a specific time period rather than being held onto indefinitely. 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 us with any further questions.

Best Regards,

Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:02/17/2024
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.
Fraudulent giftcards
Business Response
Date: 02/20/2024
February 20, 2024

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

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

Dear *****,

On February 17, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a **** gift card that was partially redeemed fraudulently. Blackhawk is a third-party order fulfillment processor for these gift cards on behalf of various merchants and brands.

Blackhawk cannot address fraudulent redemptions of these types of cards due to not having visibility into the redemption platform used by ****; we cannot verify if the charge is legitimate or not, nor can we view the information regarding the redemption 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 ** with any further questions.

Best Regards,

Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 02/20/2024

Complaint: 21307239

I am rejecting this response because: Heres proof at the time of purchase the card had already been used by some one other than me and **** stated it Blackhawk card there's my receipt and also blackhawk keeps telling me that its not there card so who is lying.

Sincerely,

***************************
Business Response
Date: 02/23/2024
February 23, 2024

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

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

Dear **,

On February 22, 2024,Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding a **** gift card that was partially redeemed fraudulently. Blackhawk is a third-party order fulfillment processor for these gift cards on behalf of various merchants and brands.

As referenced in previous correspondence, Blackhawk cannot address fraudulent redemptions of these types of cards due to not having visibility into the redemption platform used by ****; we cannot verify if the charge is legitimate or not, nor can we view the information regarding the redemption in question. Blackhawk is a third-party order fulfillment processor for these kinds of gift cards; contrary to what **** has advised, we are not the owners of the platform for **** redemptions.The screenshot provided by Mx. ****** shows that **** has offered to reissue a gift card for their personal use. 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.com
Customer Answer
Date: 02/24/2024

Complaint: 21307239

I am rejecting this response because:

Sincerely,

*************************** here is the proof of purchase receipt the card and back of the card and the time that I try using it and it was not working from the beginning now neither **** or Black Hawk are trying to help me out so pretty much I bought a card for $100 and it only had $38 that's a rip off how are they able to use the card without me even scratching the backcode is kind of fishy
Initial Complaint
Date:02/16/2024
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 received a **** gift card in 2018 as a gift with an expiration date of 06/23. I misplaced the card and when I contacted the issuer Giftcards.com on 1/18/24 they advised me they had no record of the card in their system. I have since received several emails stating they were working on my case.Today they advised me that due to the inactivity fees applied to my card it has a zero balance.The back of the card states a monthly fee of $4.95 will be deducted beginning the 13th month of the last day of card activity.Since there has been no activity on my card, how could the fees exceed the card balance of $75.00.The literature attached to the card does not make any reference to inactivity fees.
Business Response
Date: 02/21/2024
February 21, 2024

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

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

Dear **,

On February 16, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding inactivity fees against a **** card ending in 8673.

As mentioned on the back of the card, an inactivity fee of $4.95 will begin to be applied against the balance of the card beginning on the thirteenth month from the last day of Card activity. Our records show that the last transaction date was on October 1,2018; a total of sixteen (16) inactivity fees were incurred from the thirteenth month from that date until the balance was depleted in accordance to the Terms and Conditions for this card. We have attached a screenshot of the fees for *********************** convenience. 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.com
Customer Answer
Date: 02/21/2024

Complaint: 21304023

I am rejecting this response because: The business claims the card was used in 2018. I misplaced the card and do not have a record of any transactions posted against the card. Additionally, the response from the business states they attached a copy of the inactivity charges applied against the card balance. I do not see the attachment or the transaction that was posted on the card in 2018.

Sincerely,

*****************************
Business Response
Date: 02/23/2024
February 21, 2024

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

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

Dear **,

On February 21, 2024, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ***************************** regarding inactivity fees against a **** card ending in 8673.

We have re-attached the screenshot,labeled Inactivity Fee Screenshot for ********************** convenience; the Last Transaction Date section of said screenshot shows 10/01/2018. 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.com
Customer Answer
Date: 02/23/2024

Complaint: 21304023

I am rejecting this response because: The referenced attached new files are the exact same files that were attached to the previous response from this business. They do not show any card activity. The attachments are copies of the card that I provided upon request from the business.

Sincerely,

*****************************
Customer Answer
Date: 02/26/2024
The document submitted list ****************************** question, with no dates listed, 15 of which amount to $74.25 and 1 that amounts to $.75 which would be the total balance on the card of $75. If there was a charge applied to the card in 2018, which is not printed on the submitted screenshot, why wasnt the outstanding balance lower and where is a screen print of the 2018 transaction? Could you please request a response to my questions and a screenshot from the business that shows the dates the charges were posted to the account and the date and amount of the 1st transaction. Thank you so much for your assistance
Business Response
Date: 03/05/2024
March 5, 2024

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

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

Dear **,

On February 26, 2024, Blackhawk Networks (Blackhawk) received a second rebuttal to our response concerning a complaint from ***************************** regarding inactivity fees against a **** card ending in 8673.

Transaction does not necessarily mean a charge; a transaction may include but not be limited to a balance inquiry. The platform that is used to show the history of this sort of card does not show dates for transactions; in this instance, we can only see that inactivity fees were applied against the balance of the card until the balance was depleted. 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.com
Initial Complaint
Date:02/15/2024
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.
ON Feb 11th around 1:15 pm . I ordered a virtual Mastercard , I've been ordering these cards daily to game online. This particular transaction came back from Blackhawk networks as failed . I received email confirmation several days later confirming it . However according to my bank the order completed. I contacted Blackhawk on February 14 , they said it did not go through and to contact my bank . My bank says it 100% went through and my issue is with the merchant. So I called blackhawk again . They told me that the transaction did not go through and there is nothing they can do to help me . They don't have any procedure in place to accept proof of the payment going through , nor any solution except that they say it didn't go through. Basically I'm left to dispute the charges with my bank ( in which case a 14 day waiting period is set before you can dispute. To me I think a company who is processing payments ought to have knowledge and solutions regarding errors and correcting said errors.
Business Response
Date: 03/05/2024
February 26, 2024

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

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

Dear **,

On February 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding funds that were removed for an order but the order was canceled.

Our records show that order ******** was canceled and no funds were captured from the card used to make the attempted purchase. Any funds that have been removed from their account is due to a temporary hold and will return back to the method of payment used to place the order within ten business days or in accordance to the financial institution associated with their 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.com
Initial Complaint
Date:02/14/2024
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.
Received a $100 MyPrepaidCenter card from a ******** program to spend on gas.Since receiving it, I have desperately tried to redeem it on 7 seperate occasions to no avail. I was only able to use it successfully once, but there is still $67.33 on the card I have not been able to use, and the card expires next month.Every system this company has in place appears to be designed to maximize the likelihood that funds go unspent so they can cash out unspent funds when the card expires. I do not see this as a fair or legitimate business model, and their means waste consumer time and energy, seemingly with the intent to cause cardholders to run out of patience and resign to not spending the card:1. The redemption period is very short, at only 1 year for a $100 card that can only be spent in 1 spending category.2. In my case, I did not receive the card in the mail until there were only 6 months remaining until expiration.3. The magstripe on my card failed to read about 90% of the time despite the card showing no signs of wear.4. The rules are complicated enough that many users will miss something on their first attempt (I cant pay at the pump? I needed to set a PIN? Was I supposed to run it as debit? What PIN did I set again?)5. It appears that one failed attempt to pay locks down the card. I would love to confirm this but-6. They provide no means to contact a representative for help.7. Their website and automated phone both do not provide any options to assist related to transactions being declined.When you combine 5, 6 and 7, it means that that one mistake ensures the card cannot be used.7. I cant help but suspect the website and phone systems are designed to test the users patience. I dont have enough characters to explain everything, but know that on some occasions, I spent over an hour in a gas station on my phone, navigating the phone line and website.Due to all of the above, I have been unable to spend my card despite my very best efforts.
Business Response
Date: 03/05/2024
VIA BBB WEBSITE

March 5, 2024

Better Business Bureau
Complaint Case: 21295615

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

Dear *****,

On February 15, 2024, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a ******** rewards card they received.

On February 26, 2024, February 27, 2024, February 29, 2024, and on March third we reached out to ******************** requesting additional information in order to address the issue.
As of March 5,2023, we have yet to receive a response from ******************** with the requested information so we may address this further. If ******************** still requires further assistance, we would like to invite him to reach out to our customer service team directly so we may assist. 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
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:02/14/2024
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.
Got a $250 MC Gift card from these people. This is literally the 3rd time in a row I go to send the remaining $50 on gas. Each time it goes through, then kicks it back after about 30 seconds. Making me look like an idiot at the counter. Once this happen it takes up to 10 business days (2 weeks) to get the money back. So I've had $50 floating around doing nothing. I called and talked to someone again tonight, her remedy, use the card somewhere else... no looking into what's wrong, or why it failed. She also told me it kicked it back because I had no money... well no kidding! It took it out, then holds it hostage for those 2 weeks. Very unprofessional company. I'm truly worried I'll never be get money. So now I'm down to contacting you to help me get my money back, since having it in hold for 6 weeks, does nothing for anyone. And what's throwing me off is we had another gift card, (same brand, same company, same everything) that worked at the exact same location. So I'm at a loss
Business Response
Date: 02/26/2024
February 26, 2024

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

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

Dear **,

On February 14, 2024, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding roadblocks with using funds from a MasterCard gift card.

As of February 26, 2024, we have sent three emails to the email address provided within this complaint, ***********************************,requesting photos of the front and back of the gift card in question so we can research this concern with no response. We invite ************ to use the phone number listed on the back of the gift card so a representative can provide any insight that we 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 ** with any further questions.

Best Regards,

Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:02/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a $5.51 virtual ********** issued by Blackhawk from a settlement. I tried using the card multiple times, but it was declined.

I called Blackhawk on 1/21/2024 and they stated they would send me an email requesting additional information before they could issue a replacement card. I received an email from Blackhawk on 1/22/2024 (case number **********). I responded back on 1/22/2024 with all documentation, which included a copy of my driver's license and a utility bill. Blackhawk's email stated they would provide a response in 3 to 5 business days after receiving the documents from me.

After receiving no communication back from Blackhawk, I called on 1/31/2024 and was told that my case would be reviewed shortly.

On 2/12/2024 at 330pm EST, I called Blackhawk again after still receiving no communication back. I was told there was no update, but that I would receive a response back within 24 hours. As has been standard practice for Blackhawk, no communication has been received more than 48 hours later.

Please issue me a replacement virtual ********** of $5.51.
Business Response
Date: 02/26/2024
February 26, 2024

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

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

Dear Ty,

On February 14, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from **** ******** regarding the
response time for Case ********** concerning a ********** disbursement card
ending in **** that had been blocked from use.

On January 21, 2024, we
received a phone call from Mr. ******** due to roadblocks with redeeming their
********** disbursement card. Case ********** was created, and an email was
sent to *******************, requesting a photo of the front and back of the
card, a copy of a utility bill that included his mailing address, a copy of a
Government-issued ID that included his mailing address, details regarding how
he applied for the program, his name, his address, his email address, and his
phone number. We received the requested documentation on January 22, 2024, and
on January 31, 2024, we received a phone call from Mr. ******** inquiring about
the status. Mr. ******** was advised that his Case would be reviewed, and the
block was removed from the card in question on February 19, 2024.

Because of the nature of the
block that was placed on the card, additional time was needed to verify the information
that was provided to our Customer Service team. We sincerely apologize for any
inconvenience Mr. ******** 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: 02/29/2024
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.

Sincerely,

Jeff ********

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