Business Profile

Internet Marketing Services

Blackhawk Network Holdings, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

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

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

Complaints

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

Customer Complaints Summary

1,142 total complaints in the last 3 years.
405 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/30/2025
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 $100 **** gift card from a company using ******************* as a web site. The card is being declined as expired today (June 30th, 2025), even though it clearly says it is valid through the month of June (06/25).The company is absolutely impossible to contact -- no email address and the phone system simply hangs up on you for any query that isn't within their limited automated ******* seems they're just going to keep the money and never attempt to answer or remedy the situation.
Business Response
Date: 07/10/2025
July 10, 2025

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

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

Dear Aspen,

On June 30, 025, Blackhawk Networks (Blackhawk) received a complaint ******* **** regarding an expired promotional card they were running into roadblocks with redeeming.

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 Mr. **** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. As a one-time courtesy we have reissued the $100 that was on the original gift card onto a new card, which will be sent to the address provided in this complaint. ******* may use tracking number 1ZEW97930298202818 on the *** website, ***********,to check the status of the delivery of this gift card at any time. 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
**************
******************************
Initial Complaint
Date:06/29/2025
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.
Bought a gift card and placed ****** dollars on the card. Amettepted to purchase a hotel room for ****** and it was declined. Even thu it was declined. It took the mo ey off the gift card and said it was pending by the woodspring suites hotel. I went to the hotel and they said it was declined ** and they have. No record and checked with their bank. Called the gift card people and they said money should be back on card with in 7 to 10 days.. the money never was returned to the card. I want my money returned to the card so. I can use it and be done with this car.d.
Business Response
Date: 07/16/2025
July 16, 2025

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

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

Dear Aspen,

On June 29, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ****** ***** regarding pending charges against a **** gift card that have not cleared.

Our records show that the pending charge of $308.21 has reverted back to the card ending in 4620 as of today's date. The current balance of the card is $311.05 and may be redeemed at any time. The timeframe for pending charges to either process or revert back to the card is dependent on the processing company associated with the merchant associated with the charge itself; we have no way of expediting or overriding their timeframe. We sincerely apologize for any inconvenience Ms. ***** 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:06/28/2025
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 June 28 I was told by a customer support person that I would be credited $170 while waiting for my open dispute of unauthorized charges. However our conversation got disconnected we didn't get to finish , and she didn't credit my replacement card with the $170. I call back and asked to speak to the lady I was speaking with. However I was told they can't transfer my call to any specific person. They also weren't willing to pick up where she left off at. They said I have to wait 90 days or longer for my case to settle. This is a ridiculous amount of time! I don't think it's reasonable given the small amount. It only takes a matter of minutes to look into it and fix it. They refuse to give me a resolution, I need this card to pay for my car in the inpound, and now I have to wait even longer, and picking up more fees due to not being able to pay!
Business Response
Date: 07/09/2025
VIA BBB WEBSITE

July 9, 2025

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

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

Dear Aspen,

On June 28, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******* regarding the resolution timeframe for a Dispute Case.

On June 28, 2025, Mr. ******* contacted us to report charges on his gift card ending in 0986 that were not recognized. Dispute case CDS0243098 was created to assist Mr. *******, an email with the Dispute Form was sent to Mr. ******* requested documentation to support our investigation. At the same time, a replacement gift card ending in 8616 was issued to Mr. ******* with the remaining funds on the original gift card as part of our security precaution. On the same date, Mr. ******* contacted us with questions on the requested documentation and requested to expediate his concern. On the same date, an email was sent to Mr. ******* to verify the type of his Wallet Device, which Mr. ******* has confirmed the Wallet Device and has provided the completed Dispute Form. On June 29, 2025,Mr. ******* contacted us for a follow-up regarding his concern. On June *******, Dispute case CDS0243097 was resolved, and an email was sent to Mr.******* advising him that the dispute has won in his favor.

As of todays date, we can confirm the Dispute Amount totaling $174.08 USD has been credited back to the replacement gift card ending in 8616. Our record also showed successful redemptions were made on the 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
**************
******************************
Initial Complaint
Date:06/27/2025
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.
On 3/29 I purchased a $100 **** gift card for my granddaughters birthday. There was no money available when I went to register it. They opened a case file that day and sent a new card with my name on it pending investigation, funds would be replaced. After months and months of waiting, they sent me an email saying the issue is resolved, you're free to use card ending in 5566 (exampe) a card that isn't the one they sent me. After being disconnected twice from their hold, I emailed them.. and they opened a new case file.. that will again will take ***** days or longer.
Business Response
Date: 07/08/2025
VIA BBB WEBSITE

July 8, 2025

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

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

Dear Aspen,

On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ********** regarding roadblocks redeeming a replacement card she received.

O March 29, 2025, ************* contacted us to report a charge on her gift card ending in 1146 that was not recognized. Case CS15864045 was created to assist Ms. *********** On the same date, a replacement card ending in 4651 was also issued to ************* with the remaining funds on the gift card as part of our security precaution. On April 2, 2025, Dispute case CDS0139597 was created, and an email with the Dispute Form was sent to Ms. ********** and requested documentation to support our investigation. On April 9, 2025, we received the completed Dispute Form, proof of purchase and a valid photo ID from Ms. *********** On April *******, an email was sent to Ms. ********** advising her that the chargeback process with the merchant has begun and provide the chargeback timeframe of ***** business ******* completed.

On June 20, 2025, Ms. ********** requested a follow-up regarding her concern. On June 23, 2025, Dispute case CDS0139597 was resolved, and an email was sent to Ms. ********** advising her that the Dispute has won in her favor. As a result, a second replacement gift card ending in 5215 was issued to Ms. ********** to replace the gift card ending in 4651. On June 27, 2025, Ms. ********** contacted us to verify the correct replacement gift card to be redeemed. On July 2, 2025, an email was sent to Ms. ********** confirming the gift card ending in 5215 was the most recent replacement gift card for her to redeem.

As of todays date, we can confirm a second replacement gift card ending in 5215 with the total of $100.00 USD was issued to Ms. ********** on June 23, 2025. Our record also showed multiple redemptions were made successfully on the gift card ending in 5215 as of July 1, 2025. We sincerely apologize for any inconvenience Ms. ********** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 07/09/2025
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:06/27/2025
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 gift card in the mail for a graduation present and the total of $25. I activated the card and tried to use it and it immediately declined. When I checked the balance it showed that there had been five transactions for a ****** Play that I never made and it happened as soon as I activated the card. I have disputed this with the company and I would like to be refunded for my lost money.
Business Response
Date: 07/09/2025
July 9, 2025

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

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

Dear Aspen,

On June 30, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding unauthorized charges against a **** gift card ending in 8399.

On June 27, 2025, we received a phone call from Ms. ******* to report unauthorized activity against a **** gift card. Dispute Case CDS0242275 was created, and an email was sent to ******************** with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate her name and address if a purchase receipt or activation receipt was unavailable. Ms. ******* was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.

We received the documentation on June 28, 2025, and Dispute Case CDS0242275 was close on June 30, 2025, with an email being sent to Ms. ******* to advise her that a replacement card would be sent to her with a credit for the disputed charges being applied. We sincerely apologize for any inconvenience Ms. ******* may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 07/11/2025
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:06/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given two gift cards by Master Card that were purchased by family members as a graduation present; and they do not work anywhere, I have made attempts at several businesses but are all rejected even though I have registered the cards. The cards were purchased in May of 2025. One is for $50 and the other is for $100.
Business Response
Date: 07/08/2025
VIA BBB WEBSITE

July 8, 2025

Better Business Bureau
Complaint Case: 23499107

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

Dear *****,

On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* ****** regarding issues with making purchases on her Mastercard Gift Cards ending in 9229 and 6416.

On June 27, 2025, we received a complaint from the better business bureau form Ms. ****** regarding issues making purchases on her Mastercard Gift Cards ending in 9229 and 6416. After investigating the cards in question, we found the following. For the Mastercard gift card ending in 9229 we found that this card was initially loaded with a balance of $100.00 on May 25, 2025. There was an attempted purchase made on June 3, 2025, for $337.69 which was declined due to insufficient funds. On June 22 and 23, 2025, we show declined transactions due to an attempted bill payment on **** which is not an acceptable transaction for this merchant. We also show those same days those successful purchases of $24.29, $18.98, and $39.90 through ***** Leaving a total of $10.87 on the card. On June 27, 2024, there was an attempted purchase of $43.77 on **** which exceeded the available amount declining the transaction.

For the Master card gift card ending in 6416 we show no declined transactions. The card was originally loaded on May 24, 2025, in the amount of $50.00.There was one purchase made of $33.58 on June 22, 2025. There is a current balance of $16.42 remaining.

As of July 8, 2025, Ms. ****** has a remaining balance of $10.87 on the card ending in 9229 and a balance of $16.42 on the card ending in 6416.We always recommend tracking your purchases and reading the card holder agreement online to confirm if a purchase being made is valid under the cards acceptable transaction types and vendors. For any questions we would like to welcome Ms. ****** to contact our customer service team directly so we may better assist. We sincerely apologize for any inconvenience Ms. ****** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, NV 89521
******************************
Initial Complaint
Date:06/26/2025
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 purchased a $300.00 gift card on 3/26/2025. The 1st time I used the card was on 3/27 for ***** gas. I then attempted to use it at fast food where only 5.99 was approved. I called the number on the back of the card and found that $269 plus change had been used on **** and ****** Play. Filed the dispute CDS0141505 on 3/27. Requested information was sent to them. It will be 90 days tomorrow 6/27 which is ridiculous. I have seen many claims on this site be resolved in a matter of days. I have been patient, but $270 is a lot of money.
Business Response
Date: 07/07/2025
VIA BBB WEBSITE

July 7, 2025

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

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

Dear Aspen,

On June 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ********* ***** regarding the resolution timeframe for Dispute Case CDS0141505.

On March 27, 2025, Ms. ***** contacted us and reported charges on her gift card that were not recognized.Reference case CS15848577 was created to assist Ms. ****** On March 30, 2025,an email was sent to Ms. ***** requested image of the gift card, a copy of the proof of purchase of the gift card, a valid photo ID from Ms. ***** and a selfie of Ms. ***** with the photo ID. On April 1, 2025, we received the image of the gift card, the image of a valid photo ID and the selfie of Ms. ***** with the photo ID. On April 3, 2025, reference case CS15848577 was resolved,and an email was sent to Ms. ***** advising her that a Dispute case CDS0141505 was created to assist Ms. ****** which we have also informed Ms. ***** with the chargeback timeframe of ***** days to complete.

On April 23 and April ******** Ms. ***** requested a follow-up regarding her concern, which we explained to her again about the chargeback timeframe of ***** days. On June 5 and June 10, 2025, Ms. ***** contacted us and requested a follow-up regarding her concern, which we informed her that we were still working on her concern. On June 19, 2025, Ms. ***** requested to expediate her refund request due to the timeframe of the Dispute. On June 26, 2025, Ms. ***** requested a follow-up regarding her concern. On June 28, 2025, Dispute case CDS0141505 was resolved,and an email was sent to Ms. ***** advising her than the dispute has won in Ms.Brases favor.

As of todays date, we can confirm that a replacement gift card totaling $269.55 USD was issued to ******** on June 28, 2025, which Ms. ***** is expecting to receive her gift card in mail within 7-10 business days. We sincerely apologize for any inconvenience Ms. ***** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 07/07/2025
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:06/24/2025
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.
On 5/13/25 I did take part in ****** offer AB-8713. I was giving tacking #********** Per the tracking number as of 5/14/25 This shows that the rebate is valid and for a total of $12. I have still yet to receive the $12.00 for the rebate offer. It still just sits there as "in process" When I have reached out to customer service I was told it could take 4-6 weeks to get the rebate. I did submit is on 5/13/25 at this point I'm not at 42 days or 6 weeks and Still no rebate has been sent to me. Can you please help me get them to send me a digital pre paid card for $12.00 or a physical card through the mail for $12. total. Attached it a copy of the store receipt (SHOWS THE Purchase of 2 12 packs of Bud light), the *** Code from the box along with tracking number provided to me, a screencap from the tracking that shows my rebate as valid for $12.00 and a copy of the rebate offer itself.
Business Response
Date: 07/11/2025
VIA BBB WEBSITE

July 11, 2025

Better Business Bureau
Complaint Case: 23512397

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

Dear *****,

On June 24, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******** regarding issues receiving his rebate card.

At this time, we are working actively with our internal teams to resolve the issue for Mr. ********
and will continue to follow up with them to ensure that the card is received and that they are able to use it.
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
Regulatory Complaint Specialist
****, NV 89521
******************************
Customer Answer
Date: 07/11/2025

Complaint: 23512397

I am rejecting this response because: you have done absolutely nothing to help besides sending me the same copy and past email which does nothing to resolve the issue for me. Again you state right here that it's been 17 days since I've asked for help and I still don't have my $12 rebate but someone how this is resolved ? It would be resolved if I had the money not resolved because you say it is but don't send me the money. What is the issue holding up sending me a card for 12 or a check for 12? Again rebate was first submitted on 5/24 so I'm at 2 months know for something I should have in 4 to 6 weeks. Send me my money

Sincerely,

***** ********
Business Response
Date: 07/24/2025
VIA BBB WEBSITE

July 24, 2025

Better Business Bureau
Complaint Case: 23512397

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

Dear *****,

On July 11, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response from ***** ******** regarding issues receiving his rebate card.

At this time, we show a digital card was issued on July 16, 2025. If Mr. ******** is still experiencing any issues we would like to invite him to contact our customer service team directly.
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
Regulatory Complaint Specialist
****, NV 89521
******************************
Customer Answer
Date: 07/24/2025
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.

YES FINALLY ON JULY 16TH 2025 I GOT MY CARD. Only 22 days or 3 weeks later than I should have gotten in in the first place. thanks for wasting my time and taking forever to get me the card that I already followed all the steps to earn.

Sincerely,

***** ********
Initial Complaint
Date:06/23/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business is trying to enforce expiration of funds on prepaid/ gift cards. After being on hold for close to 30 minutes, I was connected. When I explained the issue I was told the funds had expired and the card had a 0 balance. I let them know that it's a federal law that the funds must be good for at least 5 years. I was told there were only exceptions for ******* and ******. I restated that it is a FEDERAL law. This was ignored, and I was asked if there was anything else I needed assistance with. I asked for an escalation to the supervisor. Instead of being escalated, I was put on hold. I was then told I could be emailed a virtual card - "as a one time exception".I cannot imagine how many people without knowledge of the law are being scammed by these customer service representatives.
Business Response
Date: 07/07/2025
Jul 7, 2025

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

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

Dear Aspen,

On June 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** ***** regarding funds from a physical MasterCard promotional card that have been removed.

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 Mr. ***** to review at any time, and we encourage and recommend that any and every cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. As a one-time courtesy we have reissued the $50 that was on the original gift card onto a new card, which has been sent to the email address provided in this complaint as of June 25, 2025. 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
**************
******************************
Initial Complaint
Date:06/20/2025
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.
My 3 sisters gave me a $300 gift card for my birthday to use for eye care more than 2 years ago. I didn't begin to use it until February, 2025, however when I endured financial hardship from an online employment scam. I only made *******/**** ***** purchases shown on the attached Transaction History with 2/10 as my last use. 2/7/2025 shows the running balance to be faulty. When I was going to use it again in the same way having spent $120.62 of the $300; the balance was nearly depleted. I submitted a February dispute which took 90 days to resolve in refunding the $125 spent on Steam games. As a Senior Citizen I've no exposure to or knowledge of such. My new card had the right $179.38 balance. Humana ******** requires a full year in-between eye exams so I went online 6/11/2025 to order new glasses using my 6/10/2025 new prescription discovering again a depleted balance without my ever using the card since 2/10/2025.This time on 6/11/2025, Epic Games Art ******* totaling $177.60 was bought. Again I've no exposure or knowledge of such games. I called BHN & an agent assisted in completing the Dispute Form, confirming many ************************** hacks too. I submitted the Form, without other pertinent requested docs due to the lengthy card POS timeframe & the 1st 90-day refund delay. Blackhawk Network asked for a *********** card; card purchase receipt/bank statement; + a police report none of which was required in the 1st dispute case before the new card issuance. I'm being victimized & abused by these unreasonable requests. I sent a Driver's License photo copy to verify my age. Unavailable POS proofs & the police report extend the victimization I've endured being severely deceived & injured due to the stress that these thieves have subjected me to. ********** police (approx. population 2307) don't investigate online crimes. *** has all available unauthorized use proofs.
Business Response
Date: 07/02/2025
July 2, 2025

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

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

Dear Aspen,

On June 20, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** **** regarding unauthorized charges against a **** gift card ending in 2242.

On June 11, 2025, we received a phone call from Ms. **** stating that the **** gift card ending in 2242,which had been replaced within Dispute Case CDS0067616, was not able to be found. We replaced the card with a new **** card ending in 4704. Ms. **** stated that she located the card ending in 2242 but that it no longer worked due to being replaced. Ms. **** also advised that there were unauthorized charges against the replacement card. Dispute Case CDS0223967 was created, and an email was sent to ******************* with a Dispute Form, requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate her name and address if a purchase receipt or activation receipt was unavailable. Ms. **** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10)business days, to allow thirty (30) to ninety (90) calendar days from the date we receive all required documentation for the investigation to be completed,options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.

On June 16, 2025, we re-requested the documentation as well as a color photo of Ms. **** holding her ID, making sure her face, hands, arms, and torso were clearly visible, and a Police Report due to the nature of the disputed charges. We received photos of the front of the card and a Photo ID on June 19, 2025. On June 26, 2025, we re-requested photos of the back of the card ending in 4704, and we received the Dispute Form and photos of the back of the card.

On June 27, 2025, Dispute Case CDS0223967 was closed in Ms. ****** favor, with a refund check being requested for the disputed amount in lieu of another replacement card being sent. We ask that Ms. **** allow fifteen (15) business days for the check to be generated,with an additional ten (10) business days for the check to be sent. Should ******* wish to request updates to the status of her check, we invite her to contact our Dispute Team directly so a representative may provide any insight that may be available. We sincerely apologize for any inconvenience Ms. **** may have experienced.

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

Best Regards,

Regulatory Complaint Team
Blackhawk Network
**************
******************************
Customer Answer
Date: 07/02/2025
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 was informed by *** that a check was being mailed in the amount of $177.60 & that the remaining $1.78 on the card would be available on a new card totaling the $179.38 that had been available before the unauthorized use for games on 6/11. I understand that the check should arrive no later than the end of July, 2025 with an initial 15 business day wait from 6/27 then an additional 10 business days for mailing.

Sincerely,

***** J ****

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