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

1,141 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:01/31/2024
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.
BHN SUPPORT is saying that my case is resolved because they didnt receive the information they requested from me but i didnt sent what i could send. They're asking for a bill in my name i dont have bills in my name because i live with my boyfriend who was livin there long before me. Anyway they know what city and state my money got spent at and its not the state that i live in to me its their fault because they must have made the same card twice in 2 differtent states cause they told me so i really dont understand why i havent received my money yet. I managed to make 1 purchase in my city to make sure the card worked lated when tried to make another puchase all the money was gone. This happend around December cause it was a xmas gift to me. So i want it back cause its not fair that they know what happend but still wont pay me especially sence i received a new card already i should have my money also.
Business Response
Date: 02/12/2024
February 21, 2024

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

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

Dear *****,

On January 31, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from ****** ******** regarding the
documentation requested for Dispute Case **********

On December 11, 2023, we
received a phone call from Mx. ********, advising that charges totaling $92.30
against a **** gift card ending in ***** were unauthorized. Dispute Case
********* was created, and an email was sent to ******************* with a Dispute
Form, requesting photos of the front and back of the gift card, a photo of the
purchase receipt or activation receipt, a bank statement if the card had been
purchased with a debit or credit card, or a utility or phone bill to validate
their name and address if a purchase receipt or activation receipt was
unavailable. Mx. ******** was also advised that the Dispute Form must be filled
out and sent back to us so we may begin our investigation with the merchant or
merchants in question within ten (10) business days, to allow thirty (30) to
ninety (90) calendar days from the date we receive all required documentation
for the investigation to be completed, options on how to submit the form by
email and by fax, as well as an explanation why the investigation takes that
long. A follow-up email was sent on December 16, 2024, December 21, 2024, and
December 26, 2024, advising that we were still in need of additional
documentation to begin our research with the merchant or merchants in question.

On January 3, 2024, an email
was sent to *******************, advising that Dispute Case ********* would be
closed due to not having received the required documentation to begin our
investigation with the merchant or merchants associated with the disputed
charges. On January 29, 2024, we received a response with photos of the gift
card as well as a photo of a piece of mail sent by the California State
Controller's office, Disbursements Bureau. Despite not having received the
filled-out Dispute Form, we sent an email to Mx. ******** on February 2, 2024,
advising that a credit of $92.30 was applied to the gift card and our
investigation with the merchant had concluded. 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
***** ** *****
************************
Initial Complaint
Date:01/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was issued a gift card redemption code by a law firm for the Safeway bogo settlement. I was then issued a gift card from Blackhawk. This gift card had the amount of 200$ on it and when I went to spend my money after activating the card I got multiple do not honor errors. I have contacted Blackhawk to fix this and have only been told that they can’t do anything because the gift card is not from them. This has been going on since October of 2023 and I have emailed them multiple times giving them any information they have asked for and have been ignored and ghosted. This is outrageous seeing as I have not made any out of the norm purchase attempts nor have I not done everything thing in my power to fix this.
Thank you - Jeremiah
Business Response
Date: 02/13/2024
February 13, 2024

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

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

Dear Chris,

On January 29, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from Jeremiah ******* regarding a
virtual ********** disbursement card that has been blocked from use. Blackhawk
is the program manager for this gift card on behalf of the issuing bank,
******************

On September 29, 2023, we
received a phone call from Mr. *******, advising that he was encountering
roadblocks with redeeming a virtual ********** settlement card ending in ****.
Case ********** was created, and an email was sent to **********************
requesting photos of the card, a copy of a utility bill that shows his address,
a valid photo ID that includes his mailing address, his name, verification of
his email address, and a phone number. An email re-requesting this information
was sent on October 3, 2023, October 4, 2023, October 9, 2023, and October 10,
2023, and an email was sent to Mr. ******* on November 2, 2023, as well as on
November 27, 2023, advising that our records showed that he was not the
intended recipient of the card according to the records provided by the program
provider. Because of this, the card was blocked and Mr. ******* was advised to
contact the program administrator to address this matter.

As of today's date, the gift
card in question remains blocked with a full balance of $200 still available;
we recommend that Mr. ******* reach out to the program administrator as advised
previously to address this so he may gain access to the funds if possible. 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: 02/13/2024
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 contacted my program administrator and have requested a change of payment. If my request is denied due to this situation I will be in touch.

Sincerely,

Jeremiah *******
Initial Complaint
Date:01/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two gift cards for this company from Staples. The cards were paid for and activated at Staples. However, when I tried to use them they didnt work. One said it wasnt activated and one said the numbers were incorrect. I went to Staples, but since the cards were activated and paid for, they couldnt do anything on their end. I reached out to the gift card company, and they refused to reconcile the issue. I am mow out 50$ and the bank wont right the wrong.
Business Response
Date: 02/13/2024
VIA BBB WEBSITE

February 13,****

Better Business Bureau
Complaint Case: 21211441

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

Dear *****,

On January 28,****, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding issues using your ******* retail therapy gift cards.

On January 27,****, **************** reached out to our customer service team in regard to issues accessing her cards and their funds. On January 28, **** we reached back out to **************** and informed her the cards had not been properly activated at the initial point of sale and in order to correct this problem she would need to return to the store that she purchased them from with her receipt to get the situation resolved. Later that day **************** messaged our team back letting them know that the cards were activated. We again informed **************** that she would need to contact the store where they were purchased as we are unable to activate them from our side. **************** declined this response. Our team again affirmed in order to resolve Ms. ******* issue she would need to return to the point of sale to have them activated as cards such as these can only be activated in store.

On February 3,****, when we had not received a response from ****************, we closed the case.**************** responded that day, demanding we send new cards. On February 5, **** we again informed **************** we do not have the tools needed to activate these types of cards and she would need to return to the store. 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
****, ** 89521
www.BlackhawkNetwork.com
Initial Complaint
Date:01/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got a pre-paid MasterCard handled by Blackhawk for a ****** settlement via myprepaidcenter.com. The card does not work at all, yes, i activated it and yes, it was for below the amount on the card. it has been declined and unverified everywhere I tried to use it. They do not provide any customer service nor do they have an agent to help. Is this some sort of fraud? I don't care if it is 5cents on the card - this infuriates me. They must have a lot of unspent funds that they keep for their virtual cards are unusable.
Business Response
Date: 02/08/2024
February 8, ****

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

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

Dear *****,

On January 28, ****, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding roadblocks with redeeming a Virtual MasterCard settlement card ending in ****.

Our records show that there have been successful transactions against the balance of the card as of February 6, ****, with the card currently containing a balance of $2.05.

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; the declined transactions ****************** mentioned were due to the transactions themselves not being supported by the program provider associated with the settlement card. We sincerely apologize for any inconvenience ***************** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 02/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, In the future I will avoid this company.

Sincerely,

***************************
Initial Complaint
Date:01/26/2024
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.
As a reward for attending a ******** ******** **** sales presentation, I was granted a ********** debit card for $250. On September 30, 2023, I received an email with a "virtual" card. There was an option to obtain a plastic card for $3. I opted for the plastic card and the cost was deducted from the card value. I never received the plastic card. I have tried to contact **********, Blackhawk Network by phone and by internet resources to obtain the plastic card no avail. All calls are answered with AI and no option whatsoever to address my specific problem and no option to otherwise communicate with these companies. I have had numerous problems using the virtual card since vendors refuse to accept anything but a plastic card, allegedly because of fraud. The card still has approximately $132 left on it, is virtually useless and will expire in March, 2024. I want Blackhawk to send me the plastic card so I can use it. This is not the first time I have had problems with gift cards that expire rapidly or have exorbitant monthly fees that result in complete forfeit of their value. This is a scam perpetrated by huge banking companies that costs United States citizens billions of dollars annually according to news reports. The card number is **** **** **** **** *** *** and expiration 03/2024 issued to me, Michael ********
Business Response
Date: 02/08/2024
VIA BBB WEBSITE

February 8,
2024

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

RE: Michael *******

Dear *****,

On January 29,
2024, Blackhawk Networks (“Blackhawk”) received a complaint from Michael
******* regarding Issues receiving his
replacement ********** gift card ending in 2313.

On January 29,
2024, we received a complaint from Mr. ******* in regard to issues receiving his
Gift card. After researching the issue we show a replacement card was issued to
Mr. *******, however it unfortunately was returned to us stating the address is
undeliverable. We would like to invite Mr. ******* to contact our customer
service team with proof of address for our team to be able to re-issue a new
card.
We sincerely
apologize for any inconvenience ************** ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory
Complaint Specialist
***** ** *****
************************
Initial Complaint
Date:01/26/2024
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 have sent the following letter to BHN's head lawyer Mr. ***** via direct email and to the CEO escalations via BHN's online contact form. No response from either.
Matter regarding Case ********** or *********.

BHN via the Risk Management department is illegally holding on to the funds on my ***** ****** gift card in the amount of $458.37.
BHN has frozen the use of this card since November of last year. I provided all the information I have and a copy of the receipt in question promptly back in November. I have also provided the details surrounding this odd situation, which I had attached
I was originally told that the ***** ****** card will be unfrozen in 3 business days and that the credit will be available in 3-7 days.
I have also called several times and have verbally explained the situation. I have been promised that the matter will be escalated and/or expedited and that I would get a call back from a manager within a couple of days.
I have never received a call back from BHN. Furthermore, there has been no email correspondence from a BHN rep in over a month.
It is unacceptable and criminal for BHN to have my funds frozen for 2 months now.
Business Response
Date: 02/06/2024
February 6, 2024

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

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

Dear Chris,

On January 26, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from **** ***** regarding a *****
****** gift card that has been blocked from use.

On November 26, 2023, we
received a phone call from Mr. *****, requesting that a Visa ***** ****** card
ending in 2050 be unblocked for use. Case ********** was created, and an email
was sent to *****************, requesting proof of purchase for the item that
had caused a credit from ******** towards the card that resulted in the card
being blocked. We received a photo of a receipt from ******** on the same date,
and a response email was sent to Mr. *****, advising that we would need proof
of purchase of the original purchase of the item that contributed to the
credit. On December 12, 2023, an email was sent to Mr. *****, requesting proof
of purchase of the item that was returned despite the purchase failing as
advised by Mr. *****. Mr. ***** advised that ******** refunded the purchase of
several items using multiple ***** ****** gift cards back onto a single *****
****** card. On December 19, 2023, we reached out to Mr. ***** by phone to
request the original receipt from ******** and Mr. ***** advised that ********
had only provided a single receipt for the refund.

***** ****** gift cards are
non-reloadable for any amount greater than the available balance; because the
card was credited by ******** for an amount far greater than the original
loaded balance of $50, the card was blocked as a security precaution; this is a
restriction put in place by the card network associated with this card to
prevent potential money laundering. After extensive internal research the block
was removed from the card for Mr. ***** to use and the credit overages have
been removed. For Mr. ***** to obtain any funds that may be due to him from any
refunds for purchases made using ***** ****** gift cards, we will need to
receive proof of said purchases using the gift cards. Until and unless this
required documentation is received, no further actions can be taken. 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: 02/06/2024

Complaint: ********

I am rejecting this response because:

I am disappointed BHN is still failing to resolve this
matter. Furthermore, it is not
professional that the response did not have a name attached to it. Also I had emailed (most emails were ignored)
and called in several times, not just a couple of times as the response
implies. Also BHN did not reach out to
me via phone, I always initiated the calls to them regarding this matter.
I 2 primary concerns here are:
As I had been constantly stating, there was NO purchase made of any item, so them still asking for a purchase receipt is pointless. There is only 1 receipt, it clearly shows the 11 charges made to 11 ***** **** cards towards the ATTEMPTED purchase. Then ********** system glitched and the purchase did not process. ******** informed me of this and that they must process a refund of the charges that were made. They further refused to credit the charges onto my credit card and insisted that I swipe 1 of the ***** cards that I had used to receive the refund of the charges made. So that’s what I did, and that card ***** received $458.37. Again there was no Purchase of any item, and there was no Return of any item. On November 27th I suggested BHN call the ******** store to confirm what happened. It seems they failed to do so as part of their investigation.
If BHN’s ***** ****** **** cards are “non-reloadable” as claimed, then the refund that ******** pushed through would have been rejected. The fact is that the BHN system received the full $458.37. I understand that this is a very unusual situation and needed an investigation. That should have been resolved within 1-2 weeks, definitely not more than 1 month. It’s been over 2 months now.

The summary is that BHN received
$458.37 onto my ***** ****** **** card, they now took away $408.37 and left me
with only $50. I dont think BHN is denying that they took this $408.37 from my card.
Bottom line is that BHN is trying
to steal $408.37 from me claiming this matter is “closed”. That is obviously unacceptable and criminal.
A senior manager, preferably in the
legal department must review this matter and whomever response must put his
name to it. I believe BHN’s head of
counsel is Mr. ****** *****; that is who should review this matter.

Sincerely,

Paul *****
Business Response
Date: 02/07/2024
February 7, 2024

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

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

Dear Chris,

On February 7, 2024, Blackhawk
Networks (“Blackhawk”) received a rebuttal to our response concerning a complaint
from Paul ***** regarding a ***** ****** gift card that has been blocked from
use.

Blackhawk cannot address any
glitches or malfunctions in a merchant's payment processing platform, nor can
we compel any merchant to adjust or modify their own refund policies when a
Blackhawk managed program card is used. Because of the nature of this card and
transactions attempted, the burden of proof falls upon Mr. ***** and ********
to provide supporting documentation to show that the attempted transactions as
well as any refunds were made with a Blackhawk-managed gift card; we cannot act
on Mr. *****'s behalf to obtain proof of other gift card purchases. Further, we
have requested the gift card information used to make the other purchases Mr.
***** has described; this is required to ensure that the refunds shown in the
receipt Mr. ***** provided were for purchases made with our gift cards.

As was mentioned in previous
correspondence, ***** ****** gift cards are non-reloadable for any amount
greater than the available balance; "reloadable" for the purposes
of these cards means that the cards cannot be loaded via an external method
such as depositing via ATM, bank, etc. Merchant credit does not fall within the
strictures of "reloading" as it is considered a reversal of a charge
that was processed against a card rather than reloading funds from a source
other than the original purchase.

Our team is determined to work
with Mr. ***** to address any refunds that may be due to him; to that end, we
invite him to contact our Customer Service team with the required documentation
so we may investigate this matter further. 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: 02/08/2024

Complaint: ********

I am rejecting this response because:

BHN continues playing word games, while not even denying that
they are in illegal possession of my funds ($408.37). Meanwhile whomever issued this response still
did not attach his/her name to it; very unprofessional.
As I had stated, I had promptly provided all the
documentation that exists in this situation along with an explanation of what happened.
Although this is an unusual situation, a reasonable person representing BHN would
understand what happened and not try to swindle $408 from their customer. Again, if BHN’s ***** ****** card was not set
up to receive refunds, then their system should have rejected the refund. Furthermore, if their system is poorly designed
as to not reject a refund such as this automatically, then it is logically BHN’s
duty to allow me access to these funds that are rightfully mine, or somehow
give them to ******** who in turn would give them to me. BHN has not done any of this, they simply
continue to be illegally holding my $408.37 without any rightful ownership
claim of these funds and with that theft BHN considers this matter closed.
BHN has the chance to do the right thing and get these funds
back to me. If it continues to refuse to
do the right thing then I will do everything I legally can to prosecute this
theft to get my money back. I will also have
to do the right thing by publicizing the story of this theft by BHN in every media
I can in addition to the BBB so others can be warned about dealing with BHN. Does BHN truly think that they can steal my
money and I will simply go away and forget about it because they state “we
consider the matter resolved”? No
possibility of that.
BHN has the final opportunity to do the right thing. Do it.
I will also repeat that A senior manager,
preferably in the legal department must review this matter and whomever
response must put his name to it. I believe BHN’s head of counsel is Mr.
****** *****; that is who should review this matter.

Sincerely,

Paul *****
Initial Complaint
Date:01/25/2024
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’m trying to contact them about a stolen or lost card as listed in their website. The number only gives you one option. When you finally get it to send you to customer service it hangs up on you. No email contact info is available. This is kind of an emergency and the only option is to send a complaint by mail
Business Response
Date: 02/14/2024
February 14, 2024

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

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

Dear Chris,

On January 25, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from Michael ********* regarding a
lost gift card.

After reviewing the photo of
the activation and purchase receipts provided by Mr. *********, we were able to
locate the original card number, block the card, and have the funds moved to a
new gift card that has been sent to Mr. *********'s address. Mr. ********* may
use the tracking number ****************** on *********** at any time to track
the progress of his replacement gift card. 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: 02/15/2024
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 feel that their site and prompts on the 1-800 number could use some work to make it easier to get through for people with lost or stolen cards. After filing the complaint they responded quickly and went above and beyond to resolve the issue.

Sincerely,

* *
Initial Complaint
Date:01/25/2024
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.
Received a **** Gift Card for $100 in Dec 2023 as a birthday gift. When I tried to register/activate the card they ask for a 2 digit Merc Code and I would also need a 4 digit activation code. Evidently, these codes appear to be on a purchase receipt, which wasn't provided with the gift card. Tried multiple times to call their various phone numbers in an attempt to talk to a representative. It can't be done. So the company keeps the $100 from the purchaser and I, as the giftee, can't access the funds. Appears to be an ongoing Scam.
Business Response
Date: 02/01/2024
VIA BBB WEBSITE

February 1,****

Better Business Bureau
Complaint Case: 21199577

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

Dear *****,

On January 25,****, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding issues activating his **** gift card ending on ****.

On January 25,****, we received a complaint from **************** in regard to issues when attempting to activate his card. Our records show the card was purchased and activated in store on November 29, 2023. We show no declined or pending transactions at this time.

As of February 1, ****, we show the full amount of the gift card is available and active for 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
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 02/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:01/24/2024
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 was given a mastercard gift card for Christmas that was purchased from blackhawk. I checked the balance in December by entering the card number into the phone automated system listed on the back of the card and found it had $100. On January 23rd, I tried to use the card online at E.L.F. cosmetics. I received a confirmation email of my order from ELF, followed by another email saying my card was declined and my order canceled. ELF said the card would be refunded within 7 days. I checked the balance of the gift card on the mastercard website listed on the card and it shows that the money is spent. The mastercard website also said the card is disposable and non-reloadable... so my refund will not come through.I tried to call the 24/7 customer service number listed under the *** section online, but it just returned me to the automated phone system I had already called. But now it "doesn't understand my input" after I enter my 16 digit card number. I was expecting it to just tell me that the balance was 0, but it won't even let me in the system. And it will not transfer me to a customer service representative.I lost my $100, I have no merchandise in exchange, no way to receive my refund, and no way to speak with customer service to find out what I can do.
Business Response
Date: 02/01/2024
VIA BBB WEBSITE

February 1,****

Better Business Bureau
Complaint Case: 21194023

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

Dear *****,

On January 24,****, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding issues receiving a refund on her Mastercard gift card ending in ****.

On January 24,****, we received a complaint from ******************** in regard to issues receiving a refund from E.L.F. cosmetics to her Mastercard gift card ending in ****. We show a full refund of $100.00 was returned to the card ending in **** on January 24, ****.

As of February 1, ****, we show the full amount of the gift card is available for 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
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
Customer Answer
Date: 02/01/2024

Complaint: 21194023

I am rejecting this response because: The automated phone system says my gift card still has a balance of $0.00

Sincerely,

*******************************
Business Response
Date: 02/06/2024
VIA BBB WEBSITE

February 6,****

Better Business Bureau
Complaint Case: 21194023

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

Dear *****,

On February 2,****, Blackhawk Networks (Blackhawk) received a rejection to our response from ******************************* regarding issues receiving a refund on her Mastercard gift card ending in ****.

We show a full refund of $100.00 was returned to the card ending in **** on January 24, ****.

As of February 6, ****, we show the full amount of the gift card is available for use. We show no declined or pending transactions. If ******************** is still experiencing issues we invite her to contact our customer service department directly so we may investigate the issue. 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
Customer Answer
Date: 02/06/2024
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.

Sincerely,

*******************************
Initial Complaint
Date:01/23/2024
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 ordered $150 digital **** gift card and received the confirmation email on 02/23/2023.
I went to the store to use it on 01/15/2024 and found out it had 0 balance.
I email them trying to resolve it but no avail.
They have done nothing and just closed the case without giving me any information or explanation.
Business Response
Date: 02/05/2024
February 5, 2024

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

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

Dear *****,

On January 23, 2024, Blackhawk
Networks (“Blackhawk”) received a complaint from ******* *** regarding a $150
**** gift card that was redeemed by someone other than themself.

Because Blackhawk is a
third-party order processor for these types of gift cards, we have no
visibility into the redemption platform associated with them and therefore
cannot address who may have redeemed the card. We can confirm that the ****
gift card was sent to the same email address as the one provided within this
complaint; if anyone besides Mx. *** has access, we recommend reviewing who may
have access and making any necessary changes up to and including changing the
password associated with the account. We sincerely apologize for any
inconvenience Mx. *** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
***** ** *****
************************
Customer Answer
Date: 02/21/2024
Hello,

I was traveling last 2 weeks and was unable to review the response from Blackhawk Network Holdings, *** until now.
Their response is not satisfactory to me.
The Email I used for BHN is the one that I only use and I don't have hacking problems.
How do I know if there was issues within their company?
The Ulta gift card I received was used in ******** and ***** and I haven't visited those states.
Please let me know what I can do next.

Thank you
Business Response
Date: 02/21/2024
February 21, 2024

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

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

Dear *****,

On February 21, 2024, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********************* regarding a $150 Ulta gift card that was redeemed by someone other than themself.

As mentioned in previous correspondence,Blackhawk is a third-party order fulfillment processor for the Happy Swap platform;our records show that the Ulta gift card was sent directly to Mx. **** email address. We have no visibility into whether or not it may have been intercepted or redirected once received by the email address we have on file for the purchase of the Ulta gift card. We have provided a screenshot of what our records show for the delivery of the Ulta gift card; because we are an order fulfillment processor for these cards, we have no visibility into the Ulta redemption platform and cannot advise as to who has redeemed it. 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
****, ** 89521
************************
Customer Answer
Date: 02/26/2024

Complaint: ********

I am rejecting this response because: I have bought many gift cards from other stores/sources and never had this issue. As I can see others complaining Blackhawk ** company, it is not just me that have this porblem. How can you just say it is your problem and just write it off? I need my money back.

Sincerely,

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

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