Blackhawk Network, Inc.

Initial Business Response /* (1000, 8, 2015/12/30) */
VIA Revdex.com WEBSITE
December 30,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** J***
Dear MsBuenrostro,
On December 8, 2015, Blackhawk Network Inc("Blackhawk") received a complaint from *** *** with
respect to a Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
On October 19, 2015, Ms*** purchased a Reloadit Pack and associated $to itUnfortunately, Ms*** had difficulty applying the Pack to her prepaid card via www.reloadit.com because her prepaid card was not compatible with the Reloadit productOn October 23, 2015, Ms*** contacted us and requested a refundIt generally takes business days for a customer to receive a refund check in the mail
We apologize for any inconvenience or delay that MsMurray has experiencedWe have confirmed that the check was received and cashed on December 9,
As a result, we consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On August 29, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect to a
block on her PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank
We apologize for the negative experience Ms*** had, but her inconvenience resulted from our attempt to protect her and her account
On August 19, 2015, Ms*** had an unusually large transaction post to her accountThis caused our system to block her card account due to suspected fraudNo fraud detection system is perfect, and occasionally, systems block cards where no fraud is involvedThe following day, Ms*** contacted customer service to check on the status of her accountWe explained to her that there was a block on her accountThe agent informed Ms*** that the issue would be escalated to our Risk Department and someone would be in contact with her
On August 25, 2015, our Risk department contact Ms*** and were able to properly verify herThat same day, the block was removed from Ms***'s accountAs a courtesy, we reversed fees on Ms***'s account for a total credit of $
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/08/31) */
VIA Revdex.com WEBSITE
August 31,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On August 11, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to his dissatisfaction with his PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
On July 24, 2015, Mr*** purchased a PayPower Visa Prepaid CardThat same day, Mr*** successfully registered the card in his name which caused a personalized card to be auto-generatedIt usually takes 7-business days for this card to be receivedUnfortunately, Mr*** never received the cardOn August 8, 2015, Mr*** called to report thisWe issued a replacement card via expedited delivery at no cost to the customer and reversed a monthly maintenance fee for a total credit of $
On August 14, 2015, Mr*** received his personalized card and activated itHe has since used the card to make purchases at retail locations without any further issues
We consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

On March 22, 2016, Blackhawk Network, Inc(“Blackhawk”) received a complaint from Ellen *** with respect to an unauthorized charge on her Visa Gift cardBlackhawk is the
program manager for these cards on behalf of the issuer, MetaBank
On November 29, 2015, Ms*** contacted customer service. She stated that she had received the card as a gift. When Ms*** tried to use the card, she discovered that there was a $balance. A $purchase from *** had been made on November 9,
We asked Ms*** to provide a completed dispute form and proof of purchase
Ms*** provided the form, but was unable to provide the proof of purchase as the card was given to her as a gift. Nevertheless, we have credited $to the replacement card that Ms*** received. We have contacted her to let her know that the balance has been restored to the card and is ready for use anywhere within the U.Sthat Visa debit is accepted

Initial Business Response /* (1000, 13, 2015/12/15) */
VIA Revdex.com WEBSITE
December 15,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On November 26, 2015, Blackhawk Network Inc("Blackhawk") received a complaint from *** *** with
respect to a Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
On November 13, 2015, Ms*** purchased a Reloadit Pack and associated $to itUnfortunately, Ms*** was unable to access www.reloadit.com in order to create a safe and apply the Pack to a prepaid cardAt this time, the online safe is the only way to load a Pack to a prepaid card
We apologize for any inconvenience or delay that Ms*** has experiencedWe have processed a refund for the full amount of her Reloadit Pack including the purchase feeShe should receive it in 7-business days
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/03/11) */
VIA Revdex.com WEBSITE
March 9,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On February 25, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with
respect to a block on her PayPower Visa Prepaid CardBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank
We apologize for the negative experience Ms*** had, but her inconvenience resulted from our attempt to protect her and her account
On February 17, 2015, Ms*** had an unusually large tax refund posted to her accountThis caused our system to block her card account due to suspected fraudNo fraud detection system is perfect, and occasionally, systems block cards where no fraud is involvedOn February 19, 2015, Ms*** contacted customer service to check on the status of her accountWe explained to her that there was a block on her accountThe agent informed her that the issue would be escalated to our Risk Department and someone would be in contact with her
On February 25, 2015, our Risk Department contacted Ms***, but she disconnected the callThe next day, Ms*** spoke with a member of our Risk DepartmentWe obtained the necessary information and removed the block on her accountAs a courtesy, we reversed fees on Ms***' account for a total of $
Ms*** has requested compensation for reconnection fees that she states she may have had to pay as a result of late payments caused by the block on her cardShe has confirmed that none of her utilities were ever disconnected
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2015/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the fact that my card was finally unblocked and that we now have access to our funds.I did not disconnect the call on the 25th and I did call right back and was told that I would be recalled in less than an hour but was never contacted back and I had to call the next day againWe are thankful that our card has been unblocked and that we have access to our funds and thankful that they have returned some fees to usHowever it was very embarrassing and inconvenient to have to call our utility company and beg for one more day of not disconnecting our service several days in a row when we had ample funds to pay for the *** we just didn't have access to itI do hope that in the future paypower has a better plan to help people with such large amounts of money of hold as that usually means that is all their moneyWe are upset that we had to wait nearly ten days to gain access to our funds but relieved and thankful that we finally do have access to our funds

Initial Business Response /* (1000, 8, 2015/09/02) */
VIA Revdex.com WEBSITE
August 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On August 7, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to disputed charges on his Visa Gift cardsBlackhawk is the program manager for these cards on behalf of the issuer, MetaBank
On July 25, 2015, Mr*** contacted customer service to dispute a $transaction on each of his five Visa Gift cardsOn August 21, 2015, chargebacks were processed with the merchant for all of the transactionsWe are awaiting resolution of these chargebacksWe sent a letter to Mr*** explaining that it may take up to days to resolve this disputeWe expect that the chargeback *** be resolved by the first week of October
We *** be in contact with Mr*** regarding this matter once the chargebacks have been resolvedIf they are resolved in his favor, we *** credit the $back to each of his gift cards
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/01/21) */
VIA Revdex.com WEBSITE
January 21,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On January 6, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** ***,
with respect to unauthorized charges on her Visa Gift cardsBlackhawk is the program manager for these cards on behalf of the issuer, MetaBank
On September 18, 2014, Ms*** purchased Visa Gift cards at a Meijer store in Fairfield, OHThe customer then mailed the Visa Gift cards to a relative in Somerville, MAThe cards were redeemed within miles of her relative's residence, and within hours after the second card was redeemed, Ms*** called to begin a dispute process
As stated in the Cardholder agreement, Visa Gift cards should be treated like cashBy electing to send cards through the USPS with no form of insurance, Ms*** assumed the risk that the cards would be lost or stolenWe cannot provide a refund
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I reported unauthorized charges on the Visa Gift cards, the Blackhawk representative said that the cards would be replacedAt the time it did not seem to be a problemIn fact, I was mailed replacement cards shortlyThe cards were never activatedOkay so the Visa Gift card agreement states that the cards are treated as cast also states that cards *** replaced if stolen or lost, but I guess sending the cards thru the mail (Priority Mail) with no insurance is one of the restrictionsUnlike cash we were able to track where the cards were usedI have purchased Visa Gift cards (Blackhawk) numerous times for family and friends for their special occasionAs a long time customer, I was hoping for a better resolution, even if was not for the full amount
Final Business Response /* (4000, 9, 2015/02/17) */
VIA Revdex.com WEBSITE
February 17,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear Ms***,
On February 4, 2015, Blackhawk Network, Inc("Blackhawk") received Ms***'s rebuttal to our response to her original complaintMs*** mailed two Visa gift cards from Ohio to a relative in MassachusettsThe cards appear to have been stolen, because the relative never received them and they were completely redeemed within five miles of her relative's address
As Ms*** points out, the terms and conditions do indicate that liability for unauthorized transactions on the Visa system is zeroNevertheless, the section where that language appears starts with "You agree to safeguard the Card and treat it like cash." Thus, cardholders are expected to exercise reasonable care in handling the cardsAs Ms*** surmises in her rebuttal, mailing cards with no insurance is risky and is not safeguarding the cards and treating them like cashWe're very sorry her cards were lost in the mail, but we *** not provide a refund
We consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/05/18) */
VIA Revdex.com WEBSITE
May 18,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 11, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** regarding two
Visa Gift cards that he claims were lost in the mailBlackhawk Network is the program manager for the card on behalf of the issuer, MetaBank
On December 21, 2014, Mr*** purchased two Visa Gift cards (one $card and one $card) from a Von's supermarket in Thousand Oaks, CaliforniaMr*** told our customer service department that he mailed both gift cards to his brotherHe claimed that the cards were lost and the recipient never received them
As stated in the Cardholder agreement, Visa Gift cards should be treated like cashBy electing to send cards through the USPS with no form of insurance, Mr*** took the risk that the cards would be lost in the mailWe cannot provide a refund for misdelivery of mail
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called their fraud or lost card department they advised me they could see cards were already used in a fraudulent manner in the Los Angeles area
Everyone of my personal credit cards has an insurance policy that states clients are not responsible for theft or fraud I note on Blackhawks card holder agreement it states on point "#.....your liability for unauthorized transactions that take place on the visa system is zero dollarsYou *** be required to provide your name , the card number , original val
ue, and transaction historyWe may require you to provide a written statement regarding claims of unauthorized transactions" I *** agree to allow Blackhawk to withold and keep $dollars total from
The $that is owed as a good faith gesture however if they do not accept I am prepared to advise the attorney generals office , the press, and prosecute within the full extent of the law

Initial Business Response /* (1000, 13, 2015/05/28) */
VIA Revdex.com WEBSITE
May 28,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 7, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect to
unauthorized transfers made from her PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
Unfortunately, Ms*** appears to have been the victim of identity theftOn February 1, 2015, someone impersonating Ms*** (a fraudster) called our customer service and requested to have her email address changedThe fraudster had already stolen Ms***' identity, so she was able to provide all the information required to authenticate her over the phoneSince the customer service agent was able to properly authenticate the caller, the agent made the requested change to Ms***' accountOnce the change was made, the fraudster was able to access Ms***' account online
On February 1, 2015, after making the necessary changes to Ms***' account, the fraudster transferred $to another prepaid accountThe fraudster then immediately withdrew the funds from the other prepaid accountThe same thing happened again on April 30, Someone impersonating Ms*** called our customer service and requested to have her email address changedWithin minutes, the fraudster had made the necessary changes to the account and transferred $to a different prepaid accountThe funds were then withdrawn in less than five minutesOn May 1, 2015, a third transfer was made for $
After each transfer, Ms*** contacted us to dispute the unauthorized transactionsShe was properly authenticated and her account information including her email address was restored
We are sorry that Ms*** was victimized by this fraud scheme that resulted in an account takeoverWe have closed Ms***' account to prevent further compromiseWe are issuing a refund for the full amount of $1,She should receive a check within daysWe suggest that Ms*** file a police report regarding this matterWe *** assist law enforcement agencies in their efforts to apprehend the perpetrators
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/02/24) */
VIA Revdex.com WEBSITE
February 24,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On February 10, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** ***
with respect to his PayPower Visa Prepaid CardBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card, on behalf of the issuer, The Bancorp Bank
We apologize for the negative experience Mr*** had, but his inconvenience resulted from our attempt to protect him and his account
On February 2, 2015, Mr*** had a tax refund posted to his card account through TaxACTTwo days later, Mr*** contacted our customer service and activated his cardShortly after activation, there were failed attempts to access this account onlineSince this sort of situation is often an indicator of attempted fraud, our Risk Department blocked Mr***'s cardLater that day, Mr*** contacted customer service again because he was unable to create a PIN for his cardIt was explained to him that there was a block on his accountThe agent explained that the issue would be escalated to our Risk Department and someone would be in contact with him
On February 11, 2015, our Risk Department spoke with Mr***; obtained necessary information; and removed the block on his accountMr*** can now use his account and access his moneyIn addition, as a courtesy, we have reversed fees on Mr***'s account for a total credit of $
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
***
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2014/12/16) */
VIA Revdex.com WEBSITE
December 16,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On December 1st, 2014, Blackhawk Network, Increceived a complaint from Ms***, with respect to a Visa
Prepaid Card and unauthorized charges made on the cardBlackhawk Network California, Inc(an affiliate of Blackhawk Network, Inc., and both companies together, "Blackhawk") is the program manager for this card on behalf of the issuer, The MetaBank
Blackhawk apologizes for the inconvenience Ms*** has experienced in receiving a card that had already been redeemed
The customer has since began the correct process with our disputes team and should continue to do so until the case is resolvedOur disputes team has notated in the cardholder's account, and sent letters visa physical mail to Ms***, advising that a purchase receipt and bank statement proving rightful ownership are necessary to complete the case; both of which, Ms*** has yet to provide
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** K***
Blackhawk Network
Customer Service Specialist
*** NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the responseI have provided the proof that it was purchased from Vons in the paperwork that I have emailed several times and have faxed over with the activation code receipt with the Vons logoI can not provide a bank statement because it was paid with cash from a group of my friends from where I workedAs you know, you can not purchase a Visa Gift card on a debit card, it has to be paid with cash at VonsSo your request is unreasonable and I have provided you with enough informationThe problem here is that there have been fraudulent charges on a card that I registered with your companyI was able to use it for some purchases, but several days later it was fraudulently used at a Smoke Shop many hours away from where I live and considering that my mom had lung cancer and has difficulty breathing because of it, I didn't make the purchasesThe card wasn't purchased fraudulently, there are fraudulent purchases on the card that's what needs to be resolvedI *** also email *** the same information and documentation that I sent the dispute team several timesAlso to confirm the dispute was originally started in the beginning of November with no recourse so that is why I contacted the Revdex.com and only received any attention when they were notified
Final Business Response /* (4000, 11, 2015/01/06) */
VIA Revdex.com WEBSITE
January 6,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On December 18, 2014, Blackhawk Network, Inc("Blackhawk") received a complaint rebuttal from Ms***, with respect to a Visa Gift Card and the unauthorized charges made on the cardBlackhawk Network California, Incis the program manager for this card on behalf of the issuer, MetaBank
Blackhawk apologizes for the inconvenience Ms*** experienced when attempting to redeem her card
On November 3, 2014, Ms*** called Blackhawk Network's first level call center and the agent began the dispute process for the cardholderThe customer has since received a full refund and a new card in the mail*** has successfully redeemed the card in full
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 11, 2015/05/22) */
***Document Attached***
VIA Revdex.com WEBSITE
May 21,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On April 21, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from ***
*** with respect to a PayPower Visa Prepaid Card to which his tax refund was depositedBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
On March 13, 2015, Mr*** applied and registered for a PayPower cardHe filed his taxes and requested that his refund be applied to this cardA tax refund posted to Mr***'s account on April 8, That same day, our fraud detection system flagged this account as suspected fraud, so we placed a block on the cardOn April 11, 2015, Mr.*** contacted customer service to have the block removedAdditional calls were made by a woman claiming to be Mr***'s girlfriend, who stated Mr*** was in prison
With a few minor exceptions, federal law requires us to verify the identity of every cardholder before giving them access to fundsSince we were unable to successfully identify Mr***, we are sending the funds back to the issuerMr*** should contact *** *** Tax Products Group regarding this refund
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company was able to verify multiple indentifying factors by *** *** such as name, ***, full ss#, current and previous addresses, realativs names, ages and relationshipsEven with all of the above identifying factors the account was still closedThat is ok, but what is not ok is that the funds were supposed to be sent back to the issuer Santa Barbara Tax Products Group on April 27, It is now June 8, and the company still has not received the funds amounting $4,from Blackhawk NetworkI have made multiple phone calls to the corporate office and told that it takes 3-days for the transfer, then I was told it takes 7-days to transfer and now I have been also told it takes 30-days to transfer the funds back to the issuerThe funds were sent electronically to Pay Power and they should be sent back the same wayI have never heard any funds taking that long to be sent back to to a issuerThat is a very large sum of money that was paid to *** *** by the IRS to still not be availableI could understand if it was from a unknown issuer to possibly take longer but it was a tax returnThis needs to be resolved yesterday! This is ridiculous and a very shady company to ever do this to someone!
Final Business Response /* (4000, 17, 2015/06/29) */
***Document Attached***
VIA Revdex.com WEBSITE
June 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear Ms***,
On June 9, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal from *** *** with respect to our response to his original complaint
The security measures that we have in place are for the safety of our customers and their accountsMr***'s funds were returned to Santa Barbara Tax Products Group ("SBTPG") on May 14, At this time, we recommend that he direct all questions and concerns related to this refund to SBTPG as we no longer have this money
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

VIA Revdex.com WEBSITE
May 26,
Revdex.com
Complaint Case: ***
RE: *** ***
Dear Ma*** ***
On April 24, 2017, Blackhawk Network, Inc(“Blackhawk”) received a complaint from *** *** with respect to *** gift cards
that he purchased on ***. This website is operated by Blackhawk
On December 23, 2016, *** *** ordered nine *** egift cards. These egifts were sent electronically via email that same day. We have spent much time researching this issue with *** assistance. Of the five cards that *** *** provided one was redeemed on January 10, by one of the email addresses provided on *** ***’s order. The other four cards were redeemed on April 4, 2017. For security purposes, *** will not provide the email addresses to which these cards were redeemed. Since the egift cards were received at the end of last year and the redemption codes were in *** ***’s possession at the time the redemptions took place, we are unable to replace the cards or issue a refund. There is no way for us to know who redeemed the cards. All gift cards, including egift cards, should be safeguarded and treated as cash. We apologize for any and all inconveniences that *** *** may have experienced
Accordingly, we consider this matter to be closed. Please, reach out with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV
*** ***

Initial Business Response /* (1000, 5, 2015/06/16) */
VIA Revdex.com WEBSITE
June 16,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On June 4, 2015, Blackhawn Network, Inc("Blackhawk") received a complaint from *** *** with respect
to four Reloadit Packs that she purchased as a result of a scamBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
Unfortunately, Ms*** was a victim of a very common fraud schemeTypically, the fraudster *** call a potential victim and impersonate a government officialThe victim is told that they must pay money immediately in order to avoid some impending disasterThe victim is asked to use a cash-like money transfer deviceWhen the victim provides the codes for the device to the fraudster, the fraudster transfers the money to one or more prepaid cards they control (as a result of identity theft) and disappears
The most prevalent variant of this scheme is the IRS impersonation scamThe IRS has put out a number of press releases and videos in an attempt to warn the publicRegrettably, their efforts have not been entirely successful
Ms***'s case fits the pattern all too wellOn March 20, 2015, Ms*** received a call from someone (a fraudster) claiming to be from the IRSShe was asked to purchase four Reloadit Packs for a total of $in order to pay taxes she allegedly owed
Later that day, Ms*** contacted customer service to report the fraudAt that time, we were able to block all of the Packs from useMs*** provided us with copies of the receipt and the backs of the packs to verify her as the purchaserWe have processed a refund for the total amount of funds recovered in the amount of $The check was mailed to Ms*** on June 11, She should receive it within two weeksWe *** send a refund for the purchase fees totaling $separatelyMs*** should receive that check within days of the initial one
We are sorry that Ms*** was victimized by this fraud schemeWe suggest that Ms*** file a police report regarding this matterWe *** assist law enforcement agencies in their efforts to apprehend the perpetrators
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/06/08) */
VIA Revdex.com WEBSITE
June 8,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 18, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect to a
block on his PayPower Visa Prepaid Card to which he opted to have his tax refund depositedBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank
Federal law requires us to obtain, verify and record information pertaining to a person's identityThis includes first name and last name, verifiable U.Sstreet address (no P.OBoxes), date of birth, Social Security Number and other information that *** allow us to reasonably identify a personFederal law also requires us to make sure that a customer is not on various sanctions lists maintained by the governmentThese requirements help to prevent the card from being used for illegal purposes
On April 13, 2015, Mr*** filed taxes through TaxAct and registered for a PayPower cardAt that time, we placed a block on the card, because his name matched a name on a government sanctions listOn April 24, 2015, Mr*** contacted customer service to have the block removedOur representative explained that the issue would be escalated to our Risk Department and someone would be in contact with himOn May 27, 2015, we received the necessary documentation from Mr*** and were able to remove the block on his account
Since the Mr***'s identity could not be completely verified at the time of registration, the tax refund was never applied to his PayPower account, despite the IRS' statement to Mr*** that it wasWe suggest that Mr*** contact the IRS and make arrangements to receive his money
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/06/29) */
VIA Revdex.com WEBSITE
June 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 8, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On March 26, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $200 with it. That same day, Ms. [redacted] contacted customer service for assistance. She was instructed on how to add the Pack to a Reloadit safe at www.reloadit.com. The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. Unfortunately, Ms. [redacted] had difficulty creating a safe. Since the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Ms. [redacted] requested a refund for her Reloadit Pack.
Ms. [redacted] claims that someone in customer service told her Reloadit had been hacked. This is incorrect and appears to be the result of miscommunication. We apologize for any inconvenience that Ms. [redacted] has experienced. We have processed a refund for $200 and another for the purchase fee of $3.95. Both checks were issued on June 19, 2015. Ms. [redacted] should receive both checks within two weeks.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person I originally spoke with never mentioned anything relating to "safe". I have no idea what that is. Anyway, I am grateful for Revdex.com assisting me in this matter.
**

Initial Business Response /* (1000, 8, 2015/03/27) */
VIA Revdex.com WEBSITE
March 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 24, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a block on his PayPower Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank.
We apologize for the negative experience Mr. [redacted] had.
On February 9, 2015, Mr. [redacted] had an unusually large tax refund posted to his account. This caused our system to block his card account due to suspected fraud. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. On February 18, 2015, Mr. [redacted] spoke with our Risk Department. They explained that they would be sending the funds back to the issuer unless we received documentation that enabled us to properly authenticate Mr. [redacted]'s identity.
On March 11, 2015, we received the requested documentation from Mr. [redacted] and removed the block on his account. That day, Mr. [redacted] was able to access his money without any further issues. As a courtesy, we reversed fees on Mr. [redacted]'s account for a total credit of $29.45.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
April 9, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On March 23, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an unauthorized charge on his...

Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
 
On February 10, 2018, Mr. [redacted]’s $200 Visa Gift card was purchased.  The following day, it was used more than 6 hours away from the place of purchase for $198.74.  On March 21, 2018, Mr. [redacted] contacted customer service to dispute the transaction as he claimed that he had never used the card.  At that time, the dispute process was explained to him and he was informed that it could take 45-90 days to be resolved.
 
Documentation is needed to file a dispute and process a chargeback.  Mr. [redacted] was able to provide all of the requested documentation except for the bank statement showing the purchase of the card, since the card was given to him as a gift.  Nevertheless, we have credited $198.74 to Mr. [redacted]’s account as a courtesy and have verified that he has received the replacement card issued on March 21, 2018.  We have contacted Mr. [redacted] to inform him that the full balance has been restored to his account and that he should activate the replacement card received so that he may use the $200 anywhere in the U.S. where Visa debit is accepted.
 
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]

Initial Business Response /* (1000, 8, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

two Visa Gift cards that he ordered through Staples. Blackhawk fulfills these orders for Staples.
On July 26, 2015, Mr. [redacted] placed two orders through Staples for a Visa Gift card. On July 29, 2015, we shipped the orders via USPS First Class Mail. Mr. [redacted] claims that he never received them.
We were able to verify that the cards had full balances. Therefore, on August 26, 2015, we deactivated the original cards and issued two new cards. On August 29, 2015, Mr. [redacted] received and activated both cards. That same day, he used the cards at a retail location. We apologize for any delay or inconvenience that Mr. [redacted] may have experienced.
We consider this matter to be closed. Please, reach out with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the replacement, but you can see how long they process the replacement,
it took 2 weeks more than the 10 business days they promised
even the complaint took them so long to respond
And they seems not sorry for that at all.
Final Business Response /* (4000, 12, 2015/09/29) */
VIA Revdex.com WEBSITE
September 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 21, 2015, we received a rebuttal from [redacted] with respect to our response to his original complaint.
We sincerely apologize for any delay or inconvenience that Mr. [redacted] may have experienced. We are happy that he received the card that he ordered and appreciate both his patience and feedback in regards to his experience.
We consider this matter to be closed. Please, reach out with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com