ComplaintsforBlackhawk Network Holdings, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this is a gift card, I have called the company numerous times to access the funds that was on the card and every attempt was not successful, I could not contact company nor talk to any one to try to resolve or find out how to use the gift card and the money that has already been taken out.

  Customer response

  07/10/2024

  Please I have had the problem with this company resolved so I do not want continue with complaint.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two giftcards for $10 each and I have been unable to redeem them for months because every time I try, their website tells me there is an error and to call the number. I call the number and get a recording telling me to go to the website to redeem the giftcard. I believe this company is a scam and want to keep the money that is owed to me. I have been trying to redeem my cards for months and can't get any help.

  

  Business response

  07/15/2024

  July 15, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *********************
  
  Dear Aspen,
  
  On July 13, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding two (2)gift cards for $10 they are encountering roadblocks with redeeming.
  
  We received an email from ************* as a response to our requests for additional information, advising that she was able to resolve the issue on her end. We sincerely apologize for any inconvenience ************** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently received a $200 **** gift card from my parents through this business and have encountered an issue while attempting to use it. Initially, I successfully used the card to make two online purchases. I believe there should be over $100 remaining on the card. But it was declined everywhere recently. Upon checking the transaction and balance on their website, I received an error message stating "card information not found." I contacted their customer service and discovered a significant discrepancy between my recorded balance and their reported balance. It appears the card may have been compromised or the funds frozen. Frustratingly, their customer service representatives failed to provide the transaction history or assist in resolving the issue, and they simply closed the case without offering a satisfactory resolution.

  

  Business response

  07/03/2024

  July 3, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *******************
  
  Dear Aspen,
  
  On July 2, 2024, Blackhawk Networks (Blackhawk) received a complaint from ******************* regarding potential fraudulent charges against a **** gift card ending in 7142.
  
  On June 28, 2024, Case CS13351274 was created via our online Contact Form to advise that ************** was unable to view the balance of her **** gift card ending in 7142 and was concerned about a potential balance discrepancy. We responded to ******************** on the same day, advising ************** of some troubleshooting steps such as using a desktop browser to navigate the website, using Chrome or FireFox as the default browser, and deleting the device cookies and browser history.
  
  Our records show that the most recent transactions are within our 60-day Dispute timeframe; because of this,we invite ************** to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. We sincerely apologize for any inconvenience ************* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to order a gift card off of the Roblox website with my Apple Pay, Roblox uses cashstar so it was purchased through cash star. Cash star is owned by black hawk network, I attempted to order the gift card and they charged my card, first I got an email that my order was not processed, a few seconds later I get a second email stating that my order was processed and that my gift card was on the way. Thinking there was an error and they dont know how to send out emails correctly I waited a few hours for the gift card, turns out the order was never processed and all that occurred was them charging me. I contacted cashstar support and they said the order was never processed and that it was pending and would be reversed. The charge was pending for like 20 minutes, I checked my bank again and cashstar went from a pending transaction to them actually charging me. I keep contacting their support asking for my money back and they keep saying the same botted reply, that my charge is pending and itll be reversed in 72 hours, and closing my ticket immediately. Well a week later and still no money, I contacted my bank and they said that the charge was never requested reversed by cashstar and that they charged me and left it as that. The gift card was for my son, he spent his hard earned money trying to get his gift card, only for us to find out that cash star and black hawk are so poor and thirsty for money that theyd steal from a child. Refund the money or I will be filing a fraud dispute. Order number: CND6K9B962

  

  Business response

  07/12/2024

  July 12, 2024
  
  Better Business Bureau
  Complaint Case:  CS13377157
  
  RE: ***************************
  
  Dear Aspen,
  
  On July 02, 2024, Blackhawk Networks (Blackhawk) received a complaint from **************** regarding a declined CashStar order that has not had the funds reversed.
  
  On July 02, 2024, **************** left a 1-star review on our CashStar website explaining her experiences when contacting our CashStar support team regarding the declined order number CND6K9B962.On the same date, reference case CS13376535 was created, an email was sent to **************** requesting additional information to better assist ****************. On July 05, 2024, reference case CS13376535 was resolved, an email was sent to *************** advising Ms. ******* eGift order CND6K9B962 was cancelled and cannot be delivered. **************** was recommended to make a physical purchase in-store if **************** was still in need of a gift card. **************** was also advised the pending transaction usually takes 48 (forty-eight) and 72 (seventy-two)business hours to be reversed/canceled by the bank. **************** was recommended to contact her financial institution for further assistance if the pending transaction was not reversed to her account as the transaction could not be processed through our system if it was declined. On the same date, **************** left a comment on the customer review site. Reference case ********** was created,it was resolved with an apology to **************** because we are unable to disclose any details of the fraud screening approach with any customers who have had their order rejected.
  
  On July 08, 2024, reference case CS13376535 was reopened, an email was sent to ****************, advising her that a compensation decision was made because of the time that it took for the funds to be returned to the payment method that **************** used. **************** accepted the compensation. On the same date, an e-gift card with the total amount of $15.00 was sent to Ms. ******* email address. An email was also sent to **************** confirming the issuance of the compensation and **************** was advised to reply to the email to confirm if the e-gift card was received as well as contacting us for any questions regarding the redemption process of the e-gift card. On July 09, 2024, a follow-up email was sent to **************** to confirm if the e-gift card was received. On the same date, **************** responded advising her the e-gift card has been claimed. On July 10, 2024, an email was sent to **************** requesting feedback on using the e-gift card as we can confirm the e-gift card was activated successfully and has showed some usage recorded. On July 11, 2024, a follow-up email was sent to **************** requesting feedback. On July 12, 2024, an email was sent to **************** advising reference case was resolved due to no response was received from **************** and *************** was advised to reopen the reference case by reply to the resolution email from reference case CS13376535 if **************** requires additional assistance.
  
  As of July 12, 2024, we can confirm the pending transaction was removed and the funds have been returned to Ms.******* original payment method. We also confirmed compensation with the total amount of $15.00 being sent to ****************. We sincerely apologize for any inconvenience **************** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/24/24, Amazon issued two credits of $25.24, total of $50.48. I have given them the credit codes from Amazon and provided them with all the information. Only one credit of $25.24 was credited back. They have quit responding to me and will not give me my money back. On their website prepaidcenter.com, there is no way to get in contact with any live person. When you call the number no way to contact anyone or even leave a message. How can company operate this way.

  

  Business response

  07/09/2024

  VIA BBB WEBSITE
  
  July 9, 2024
  
  Better Business Bureau
  Complaint Case:  21923597
  
  RE: *********************
  
  Dear *****,
  
  On July 1, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding Issues with a refund from her Amazon on her Mastercard gift card ending in 7906.
  
  On June 10, 2024, ************ contacted our customer service to inform us that they were experiencing issues with receiving a refund on their card ending in 7906. That day our team opened case CS13216783 in order to investigate further. On June 11, 2024, our team requested the following information from ************. The gift card order number, ***** card number,website that was used and any additional relevant information. On June 12,2024, our team received a response with the requested information from ************.On June 13, 2024, ************ called us stating she was frustrated that she could not contact us. On that same day our team requested ************** case be escalated. On June 14, 2024, our team reached out to ************ with the following information: We have reviewed the transaction information and on May 28th the credit was posted leaving you with US$93.59. It was US$68.35, plus the US$25.24, the balance at that point was US$93.59 as you can see on the transaction history you sent to us. The discrepancy may come because on June 8th you purchased US$30.20, leaving an available balance of US$63.39. When we did not hear back from ************, we again sent the above information to *********** on June 17, 2024. That same day ************ contacted us stating there should have been two credits of $25.24. On June 19, 2024, our team informed ************ we would be investigating this matter further.
  
  On July 3, 2024, our team added a courtesy credit of  $25.00 to ************** account. We sincerely apologize for any inconvenience ************ may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  www.BlackhawkNetwork.com

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Issued a rewards card for my sons dr ***** It is printed on the card itself funds do not expire. Called and it says funds are expired.

  

  Business response

  07/08/2024

  July 8, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, ***********************
  
  Dear Aspen,
  
  On June 28, 2024, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding funds from a MasterCard rewards card that has expired.
  
  Our records show that the card has a zero balance due to a dormancy fee as well as two transactions against the balance; while the funds from the card may not expire, the Terms and Conditions advise of dormancy fees against the balance if there are no transactions within a 12 month period from the last transaction date. The Terms and Conditions are available for Ms. ********** to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience 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
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to complete a purchase on 6/18/24 for $500. The transaction was declined but an authorization hold was placed on the transaction. I understand this can happen. However the merchant that I was attempting to pay has contacted BlackHawk/MyprepaidVisa and advised the transaction was declined so that the pending authorization hold could be removed. I contacted Blackhawk all week as well. Each time I was advised the hold would be removed by 6/28/24. Well today the hold is still in place and I need my funds so that Im not evicted!

  

  Business response

  07/09/2024

  July 9, 2024
  
  Better Business Bureau
  Complaint Case:  CS13347406
  
  RE: *******************************
  
  Dear Aspen,
  
  On June 28, 2024, Blackhawk Networks (Blackhawk) received a complaint from ****************** regarding a pending charge on her MasterCard gift card totaling $500.00 that had not been removed after the transaction was declined.
  
  On June 18, 2024, ****************** contacted us by phone reporting a pending transaction that was on hold due to a declined transaction on her gift card ending in 0704. Reference case CS13270154 was created, and ****************** was provided with the findings of the declined transaction. ****************** then requested for a supervisors assistance, and after authenticating ******************, she was advised that the transaction was a voided transaction and was still on a pending status. ****************** was also advised that most of the transactions are reflected on the account within 7 to 10 days after requested by the merchant, but the Network MasterCard allows the merchant up to 30 days to have the credit to be posted on the account. ****************** was then requested for a copy of the transaction history on her gift card. Case CS13270154 was resolved the same day, with a copy of the transaction history for card 0704 being sent to ****************** email address. On June 26, 2024, ***************** contacted us by phone regarding the status of the pending transaction.Reference case CS13334779 was created resolved on the same date, as ****************** was educated with the timeframe of seven (7) to ten (10) days for the pending transaction to be completed.
  
  On June 28, 2024, ****************** contacted us by phone for a follow-up regarding the pending transaction on her gift card. Reference Case CS13344346 was created, and ****************** was reminded of the seven (7) to ten (10) business day timeframe, with the timeframe being reached by the following week. ****************** declined this explanation and requested a managers assistance. ****************** was then transferred to one of our managers and case CS13344514 was created to further assist ******************. After authentication and understanding ****************** concern, reference Case CS13344514 was resolved, and ****************** was transferred to one of our supervisors for further assistance. ****************** also advised a BBB complaint was filed to assist with her request. After confirming with our Keystone team, the pending transaction was removed, and ****************** was advised the funds totaling $500.00 became available to be redeemed. Reference case CS13344346 was then resolved as the pending transaction has been removed. On the same date, ****************** contacted us by phone reporting the declined transactions on her gift card ending in 0704. Reference case CS13350794 was created, and ****************** was advised that no record of the declined history was shown on the gift card ending in 0704 and provided with usage tips to assist ****************** to redeem her gift card. Reference Case CS13350794 was then closed as no further action was required.
  
  As of July 09, 2024, we have confirmed the pending transaction on ****************** gift card ending in 0704 has been removed, and the total amount of $500.00 on the gift card was available to be redeemed. We sincerely apologize for any inconvenience ****************** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  *************
  Blackhawk Network
  Regulatory Complaint Specialist
  **************
  www.BlackhawkNetwork.com
  ***************************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/15/24 I purchased a **** gift card from Gift Card Mall at Ralphs in *****************. Shortly after, it was declined when I tried using it. I contacted customer service at **************. I learned that my card had been hacked and used at Target in the amount of $300.00. After disputing the charges the and sending them my proof of purchase along with all the paperwork they asked for, a replacement card was sent to me in a timely manner. With in days after receiving my new card, I activated it and it was declined again. I contacted them again and they verified that my card had been hacked again this time at Best Buy for the total amount. I tried to dispute it, but they continue to ask me for the same paperwork only I don't have a proof of purchase since it is a replacement card. They refuse to refund my money because they claim "all sales are final" however, it is clear they have a security issue that wont be resolved with a replacement card. I want my money refunded if the form of a check.

  

  Business response

  07/08/2024

  July 8, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, ***************************
  
  Dear Aspen,
  
  On June 25, 2024, Blackhawk Networks (Blackhawk) received a complaint *************************** regarding a replacement gift card ending in 6822 that has unauthorized charge.
  
  On April 24, 2024, we received a phone call from ******************, advising that a **** gift card ending in 6822 was tampered with as well as unauthorized transactions against the balance.Dispute Case DS0667760 was created, and an email was sent ************************** 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 his name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we *** 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. A follow up email was sent on May 5, 2024, due to not having received the supporting documentation that had been requested. We received the requested documentation on May 8, 2024, and on May 15, 2024, we sent an email to ******************, advising that Dispute Case DS0667760 was closed in his favor and that a new card ending in 7702 was sent to him with the full $300 balance previously.
  
  On May 30, 2024, we received another phone call from ******************, advising that his replacement card had unauthorized transactions. Dispute Case DS0686537 was created, and an email was sent ************************** 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 his name and address if a purchase receipt or activation receipt was unavailable. ****************** was also advised that the Dispute Form must be filled out and sent back to us so we *** 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 11, 2024, and June 16, 2024, we sent a follow-up email to request the supporting documentation, and a phone call was made to the phone number provided by ****************** to request additional information with no success in reaching him.
  
  On July 1, 2024, another follow-up email was sent to ****************** to request the supporting documentation, and on July 2, 2024, a contact attempt was made by phone and by email to obtain the requested information with no success. On July 3, 2024, an email was sent to ******************, advising that Dispute Case DS0686537 was closed in his favor and that a check for the disputed amount would be sent to the address provided within his Dispute as a four (4) by six (6) inch postcard check within fifteen business days. As advised within Dispute Case DS0686537,if the check is not received by July 26, 2024, we invite ****************** to contact our Dispute Team by phone at ************** and reference Case CS13380967 so an agent *** provide any insight that *** be available. We sincerely apologize for any inconvenience ****************** *** have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My orders keep getting declined with my gift card. This is ridiculous.

  

  Business response

  07/03/2024

  July 3, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *********************************
  
  Dear Aspen,
  
  On June 22, 2024, Blackhawk Networks (Blackhawk) received a complaint from ********************************* regarding online order attempts that are consistently rejected.
  
  As of July 3, 2024, we have sent three emails to the email address provided within this complaint,***************************, requesting order information so we can research this concern with no response. We invite ****************** to use the online Contact Form on the website which was used to place the order 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 us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/16/24 I paid $150.00 for a gift card for my sister. They said they would email it to her. She never received it. I called the company twice and asked them to resend the email and also send me a copy. They said they would but neither my sister or I received it. I called a third time to resolve the issue and they said that they dont issue refunds but they still werent able to email me the gift card. It was only after I said I would be filing a complaint that they agreed to refund me.

  

  Business response

  07/01/2024

  July 1, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: Complaint #********, *************************
  
  Dear Aspen,
  
  On June 20, 2024, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a refund for a $150 Spafinder e-gift that was not received.
  
  Our records show that the order associated with the e-gift card, ********, was refunded back to the method of payment used to place the order on June 20, 2024. We ask that *************** allow the standard timeframe set by her financial institution for the refund to reappear; should the refund not be shown after that time, she will need to research the matter with her financial institution as we show that the order was successfully refunded.
  
  All Spafinder gift card purchases are considered "All Sales Final" as advised on their website; this refund was processed as a one-time exception due to multiple roadblocks with receiving the order itself. For any further questions or concerns regarding this refund, we invite **************** to reach out to the Spafinder **************** team by phone at ************** between the hours of 6AM and 3PM,PST Monday-Friday so a representative *** provide any insight that *** be available. We sincerely apologize for any inconvenience **************** *** have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  www.BlackhawkNetwork.com

*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. ↩