Blackhawk Network, Inc.

Initial Business Response /* (1000, 16, 2015/11/16) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
November 13, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. Buenrostro,
On October 20, 2015, Blackhawk Network, Inc. ("Blackhawk") received a...

complaint from [redacted] with respect to a block on his Reloadit safe that may be accessed via www.reloadit.com. Blackhawk's affiliate, Blackhawk Network California, Inc., operates this website and is the issuer of the Reloadit Pack.
Several consumers called to complain that they were defrauded into purchasing Reloadit Packs that were loaded to Mr. [redacted]'s safe. On March 9, 2015, Mr. [redacted]'s safe was blocked because it contained Reloadit Packs which had been reported in multiple scam cases. We suspected that this safe had been used to defraud several consumers. Per the Reloadit terms and conditions:
We may cancel or suspend your Reloadit Pack(s), Reloadit Pack Number(s), or Reloadit Safe at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity), subject to applicable law.
Since Mr. [redacted]'s safe has been associated with fraud, we [redacted] not unblock it and [redacted] not provide any type of refund to Mr. [redacted]. The money in his safe has already been refunded to the fraud victims.
We consider this matter to be 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

VIA Revdex.com WEBSITE
 
April 10, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On March 28, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an order that he placed on eBay...

for three Babies R Us gift cards.  Mr. [redacted] placed his order on February 22, 2016.  At that time, Gift Card Mall, a Blackhawk affiliate, fulfilled these orders.  We no longer sell our products on eBay.
 
On March 25, 2018, Mr. [redacted] originally contacted us for assistance with an order that he had placed more than two years ago.  He stated that he had not previously realized that he had received three Target gift cards instead of the Babies R Us cards that he had ordered.  Unfortunately, we have no record of activation for the card numbers that Mr. [redacted] provided to us.  In order to process a refund or reprint of a customer’s order, a customer must reach out to us and notify us of the problem within 30 days.  There is also an eBay Money Back Guarantee that is in effect for 30 days from the date of purchase.  Since it has been over two years since Mr. [redacted] placed his order, we are unable to refund or reprint his order at this time. We apologize for any and all inconveniences that Mr. [redacted] may have experienced.
 
Accordingly, we consider this matter to be closed.  Please, reach out with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]

VIA Revdex.com WEBSITE
 
April 10, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted] B.,
 
On April 3, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to three Toys R Us gift cards that he...

purchased on eBay.  Mr. [redacted] claims that he placed his order on July 2, 2015.  At that time, Gift Card Mall, a Blackhawk affiliate, fulfilled these orders.  We no longer sell our products on eBay.
 
On March 13, 2018, Mr. [redacted] contacted us for assistance with three Toys R Us gift cards that he was unable to use.  Unfortunately, we have no record of activation for the card numbers that Mr. [redacted] provided to us.  We are also unable to find Mr. [redacted]’s order without an order number.  Since we cannot verify that the cards that Mr. [redacted] provided were purchased through us, we are unable to refund him.  Generally, eBay and PayPal will not assist after 90 days.  The PayPal transaction ID is not something to which we have access so we are unable to find Mr. [redacted]’s order with that number.  In order to assist further, we would need an actual order number as we have not been able to find anything with the information that we have received thus far.  We apologize for any and all inconveniences that Mr. [redacted] may have experienced.
 
Accordingly, we consider this matter to be closed.  Please, reach out with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89521
[redacted]

Complaint: [redacted]I am rejecting this response because:I only received 2 of the 19 codes I was sup post to receive. I did try and thank the Revdex.com for trying. I fear this will not be resolved but they at least took a step in the right direction.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/02/05) */
VIA Revdex.com WEBSITE
February 5, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 27, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to her T-Mobile 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 Ms. [redacted] had, but her inconvenience resulted from our attempt to protect her from fraud.
On January 16, 2015, our system blocked Ms. [redacted]'s card account due to suspected fraud. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. On January 22, 2015,, Ms. [redacted] attempted to have her wages direct deposited to her card. The transfer was rejected because the card was blocked. The next day (January 23, 2015), Ms. [redacted] contacted customer service to inquire about her deposit. The agent was able to verify Ms. [redacted]'s identity and removed the block from the account.
The money has been sent back to the originator. Ms. [redacted] should ask her employer to resubmit the direct deposit to us (or pay her by check for that payment). We [redacted] provide her employer with any information they may need in order to reissue the payment.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that a government entity had block my account. I was made to feel that someone in my family that I lived with in the past died. I also did not need this extra stress because my step father is in the final stages of Parkinson's. If this were true, the two other cards that I have money deposited to should have been affected. They were not. My employer could not resend the money because the ACH was returned as account closed. Every employee that I talked with gave me a different story. There is a serious lack of training issue with this company. Furthermore, I should be contacted personally immediately of you suspect fraud. I had 2 doctor's appointments the following Monday and not funds to pay for my visit because of this fiasco.
Final Consumer Response /* (3000, 16, 2015/03/16) */
3-10-15
They keep blocking my account. Last week was the second time in 2 months that they flagged my account for fraud stopping a desperately needed ACH
My federal tax was scheduled to transfer on the 3rd and they rejected it. They sent me an incentive saying that $20 would be deposited into my account if I had my taxes transferred. I sent them an email stating against my better judgment, I would allow the taxes to go into my account. They rejected the federal on the 3rd and accepted the state on the 4th. Now I have to wait up to 10 weeks for money I really need now. This company cannot be trusted. The just block your account [redacted] nilly and do not inform you or explain why. I want to know what fraud issue happened this time because they did not make me call to have it released.
Final Business Response /* (4000, 19, 2015/03/31) */
VIA Revdex.com WEBSITE
March 31, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 16, 2015, Blackhawk Network, Inc. ("Blackhawk") received a second rebuttal response from [redacted] with respect to her T-Mobile 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.
Ms. [redacted] has stated that she did not receive her IRS tax refund as a result of a block on her account. This is incorrect. Her account was not blocked. In fact, the direct deposit from the IRS was returned due to a name mismatch. The direct deposit was in the customer's last name only. It is a requirement that the first and last name listed on a direct deposit match the first and last name on the account in order for the deposit to be accepted. This deposit has been returned to the issuer. Ms. [redacted] should reach out to the IRS regarding this refund.
We consider this matter to be 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 Business Response /* (1000, 10, 2015/08/17) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 17, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 21, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from...

[redacted] with respect to the closure of his PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf the issuer, MetaBank.
On July 15, 2015, Mr. [redacted]'s account was closed because of suspicious transaction patterns. Per the terms and conditions of Mr. [redacted]'s card:
We may cancel or suspend your card account at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity on your card account), subject to applicable law.
Mr. [redacted]'s account showed numerous loads from Reloadit Packs purchased all across the country, followed by ATM withdrawals and transactions at the local post office. This is highly unusual activity and often indicates that the card is being used fraudulently. We do not believe Mr. [redacted] used his account to perpetrate fraud. We suspect, however, that Mr. [redacted] is using his account for business purposes, which is in direct violation of the Terms and Conditions of the card:
Your card account is for personal, family, or household purposes; it may not be used for business purposes.
Mr. [redacted] has one other PayPower accounts with similar activity. Both accounts have been closed. A refund for the full remaining balance of each account [redacted] be issued to Mr. [redacted]. He should receive the checks by the end of the month.
We consider this matter to be 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

VIA Revdex.com WEBSITE
 
April 23, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear [redacted].,
 
 
On April 17, 2018, we received a rebuttal from [redacted] in regards to our response to his original complaint.
 
In order to process a refund or reprint of a customer’s order, a customer must reach out to us and notify us of the problem within 30 days.  Although it has been over two years since Mr. [redacted] placed his order, we have processed a refund in the amount of $120 as a one-time courtesy.  The check will be sent by the end of the week via USPS.  It generally takes 7-10 business days for a customer to receive it once it is mailed.  The check will arrive in a “postcard” style format.  We did send this information to Mr. [redacted] on April 20, 2018 so that he would know what to expect.  We also provided a copy of a sample check. We apologize for any and all delays and inconveniences that Mr. [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved.  Please, reach out with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]

Initial Business Response /* (1000, 8, 2015/11/25) */
VIA Revdex.com WEBSITE
November 25, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 4, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to disputed charges on his Visa Gift cards. Blackhawk is the program manager for these cards on behalf of the issuer, Sunrise Banks, N.A.
On November 9, 2015, Mr. [redacted] provided all of the necessary documentation needed for the disputes.. Our Disputes team was able to resolve Mr. [redacted]'s cases. On November 11, 2015, the amount of the disputed charges was credited to the customer's Visa Gift cards. The following day, we reached out to Mr. [redacted] and let him know that the funds were now available. The cards may now be used anywhere in the U.S. that Visa Debit is accepted until the funds are depleted.
We now consider this matter resolved. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did receive the check in the mail and disappointed that I had to contact a third party in order for the company to resolve the problem in a timely manner. Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/11/23) */
VIA Revdex.com WEBSITE
November 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On October 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to the expiration of a Visa-branded Reward Card ("Reward Card") and the associated post-expiration reissuance fees. Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards.
This Reward Card was issued on January 23, 2014 for $150. The Reward Card was issued with the written terms and conditions. The Reward Card expires twelve months from the date of issue, which is indicated by the valid thru date on the face of the Reward Card. This applies to the physical, plastic card and not the funds. The funds may be accessed after the card expires.
As this Reward Card was issued as part of a loyalty, award or promotional program, it is permitted to carry an expiration date under state and federal law. The federal Credit Card Accountability Responsibility and Disclosure Act ("CARD Act") includes an exemption from its limitations on expiration for prepaid cards issued pursuant to a loyalty, award or promotional program. Prepaid cards covered by this exemption are not sold to consumers, but rather awarded as part of a promotional program, such as the employee recognition program associated with this card.
We make every effort to ensure cardholders are aware of card limitations. We clearly disclose the limitations in all Reward Card materials. Specific to the Reward Card you received, clear disclosures regarding the valid thru date are located on the Reward Card face in 10 point font, on the Reward Card back, on the front and back sides of the carrier attached to the Reward Card as well as the terms and conditions accompanying the Reward Card, by phone via our Customer Service number, and on the website that supports the Reward Card at the address found on the Reward Card back. The monthly maintenance fee that begins following expiration of the plastic is disclosed on the back of the Card, in compliance with the CARD Act regulations governing prepaid cards. Other fees, applicable to the Reward Card, including the post expiration replacement fee applicable when an expired Reward Card is reissued, are disclosed in the Reward Card terms and conditions, and appear on the back of the Reward Card carrier.
It is our intent that our cardholders have a positive experience with the Reward Cards we issue and program manage, and we make the disclosures regarding the Reward Card limits clear and conspicuous to the recipient to promote this positive experience.
Ms. [redacted] may request the remaining balance of her Reward Card be reissued, subject to the replacement fee, by calling the number listed on the back of her card.
Accordingly, we consider this matter resolved at this time. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 12, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]
The front of your card issured states in larger font than the expiration date that "funds do not expire". It is outrageous to demand the % that you do for reissuance of a card and for maintanence fees. Extactly what are your costs to 'maintain' said unused account for 1.5 years or to send another card by usps? What is your mark up on that? It seems to me that you count on people not using these cards in time so as to profit from these outsrageous fees. I would also maintain that your disclosures in the fine print materials mailed with the card are seldom read or retained and that instead people (like me) rely on your bold statement on the front of the physical card which states "funds do not expire". I can assure you that my experience with your comany has been far from positive and I [redacted] never use your services for any furture business reward needs. Furthermore, I would ask why your company has not yet mailed out the replacement card for the remaining balance (remaining after your pound of flesh subtracted)? It has been sometime since I requested a reissuance.
Final Business Response /* (4000, 14, 2015/12/15) */
VIA Revdex.com WEBSITE
December 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted]
On December 1, 2015, Blackhawk received a rebuttal from [redacted] with respect to our response to his original complaint.
We apologize for any inconvenience or delay that Ms. [redacted] experienced. We had no record of Ms. [redacted] calling to request a replacement card. On December 11, 2015, we issued a replacement card and waived the reissuance fee as a courtesy. The card was sent via UPS and should be received 5-7 business days from the ship date.
We consider this matter to be 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
Final Consumer Response /* (2000, 20, 2016/01/05) */
Ms. [redacted] from Blackhawk network kindly had a new card issued and although it was sent to our prior address it has now been passed [redacted] to me and I have been able to activate the card. The full amount of $150 was reinstated and I am now happy to consider this complaint resolved.

VIA Revdex.com WEBSITE
 
March 19, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE:  [redacted]
 
Dear [redacted].,
 
On February 26, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to some Microsoft codes...

that were not received. Blackhawk issues these codes on behalf of the content provider.
 
            We apologize for any delay or inconvenience that **. [redacted] may have experienced.  All of the requested/missing        codes should have been provided to **. [redacted] on Saturday, March 17, 2018. 
 
            Accordingly, we consider this matter to be closed. Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]

Initial Business Response /* (1000, 11, 2015/12/11) */
VIA Revdex.com WEBSITE
December 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 17, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to seven eBay gift cards that he ordered on eBay. Blackhawk fulfills these orders for eBay.
On September 23, 2015, Mr. [redacted] placed an order on eBay for seven $100 eBay gift cards. The order was shipped on September 26, 2015 via UPS. According to the tracking, the order was delivered on October 2, 2015.
Mr. [redacted] has stated that he was unable to redeem the gift cards even though we shipped them with full balances. We are still researching this claim and [redacted] submit an updated response shortly. 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 10, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear Maite B.,
 
On April 4, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an unauthorized charge on a...

Visa Gift card that she never received as part of an order she placed on GiftCards.[redacted]. This website is operated by Blackhawk, which is the program manager for this card on behalf of the issuer, MetaBank. 
 
On December 11, 2017, **. [redacted] purchased two $150 Visa Gift cards on the GiftCard[redacted] website.  One of the cards was never received, although it was activated and used to make two purchased for a total of $63.26.  On December 27, 2017, **. [redacted] contacted us to let us know that the card was never received.  At that time, she was informed that the card had been used and the dispute process was explained. On January 3, 2018, a letter was sent to **. [redacted] requesting documentation to continue with the dispute process.  In the letter, it was also explained that it could take up to 120 days for this matter to be resolved.
 
On January 9, 2018, we received the first page of the dispute form; however, there are three pages to this document that need to be submitted.  As a result, this case was pending the receipt of the additional documentation.  Although all of the documentation was never received, we credited **. [redacted]’s account with $63.26 on April 9, 2018 as a courtesy in an attempt to resolve this matter.  We have processed a refund for the full amount that **. [redacted] paid for the card in the amount of $154.95.  The check will be sent via USPS by the end of next week.  It generally takes 7-10 business days to be received once it is sent.  The check will arrive in a “postcard” style format.  We have reached out to **. [redacted] and provided this information, as well as, a sample copy of a check so that she knows what to expect.  We apologize for any delay or inconvenience that **. [redacted] may have experienced.
 
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 27, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a block on her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
We apologize for the negative experience Ms. [redacted] had, but her inconvenience resulted from our attempt to protect her and her account.
On August 21, 2015, Ms. [redacted] had an unusually large transaction post to her account. This caused our system to block her card account due to suspected fraud. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. That same day, Ms. [redacted] contacted customer service to check on the status of her account. We explained to her that there was a block on her account. The agent informed Ms. [redacted] that the issue would be escalated to our Risk Department and someone would be in contact with her.
On August 26, 2015, our Risk department contacted Ms. [redacted] and was able to properly verify her. That same day, the block was removed from Ms. [redacted]'s account. As a courtesy, we reversed fees on Ms. [redacted]'s account for a total credit of $21.65
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
Initial Consumer Rebuttal /* (2000, 10, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept that the complaint was resolved. My account was unblocked on 8/26/2015 and the fees were refunded. However I [redacted] no longer use Paypower Visa PrePaid due to this unacceptable experience. Thank you Revdex.com for assisting with this matter.

Initial Business Response /* (1000, 6, 2015/09/11) */
VIA Revdex.com WEBSITE
September 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 28, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on his T-Mobile 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.
On August 24, 2015, a block was placed on Mr. [redacted]'s account. The account was blocked due to a review of his account activity that revealed that he had been using this card, as well as, cards from other accounts for a practice known as "manufactured spending". This is the act of using a credit card to purchase a prepaid product and then using the prepaid product to pay the credit card account; therefore, earning points without actually spending any money. This is often referred to as "points boosting".
Mr. [redacted] had been previously warned that his accounts would be closed if he continued to use them in this manner. Since the activity continued, this account and all of the other accounts registered in his name have been closed. A refund was issued for $1,506.30 on September 2, 2015. Mr. [redacted] should receive the check soon if he has not already done so.
Accordingly, we consider this matter to be 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 /* (2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I had a prepaid Visa sent to me as a Reward from Verizon. It got lost on my desk. When I found it, the card had expired, but still has a balance. I called to get a new card and was told the $15.00 (REALLY !) fee to replace the card exceeded my current balance so I was [redacted] out of luck. That is a bunch of **.

Initial Business Response /* (1000, 16, 2015/12/17) */
VIA Revdex.com WEBSITE
December 17, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 24, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a Visa Buxx Card. Blackhawk is the program manager for these cards under the brand name CardLab on behalf of the issuer, The Bancorp Bank.
Mr. [redacted] ordered a Visa Buxx Card for his teenage son. He claims that he has requested multiple replacements of this card after the original had been lost. We do not why Mr. [redacted] did not receive the replacement cards that were issued to him. We have refunded the remaining card balance of $414.14 back to Mr. [redacted]'s credit card that was used to order and load the Visa Buxx Card originally. This credit should be available to Mr. [redacted] at this time. We apologize for any inconvenience or delay that Mr. [redacted] experienced.
Accordingly, we consider this matter to be closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
June 30, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear [redacted].,
 
On June 27, 2017, we received a rebuttal from [redacted] in regards to our response to his original complaint.
 
Per the Terms & Conditions, disputes may filed within 60 days from the time that a transaction posts.  Since the transaction in question occurred on December 24, 2014 and posted on December 25, 2014, it is past the time frame allowed to file a dispute on a transaction.  We have attached a dispute form for [redacted] that he may file; however, it may not be honored due to the amount of time that has passed since the transaction took place. We apologize for any inconvenience that [redacted] may have experienced.
 
            We consider this matter to be closed. Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/05/04) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
May 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 1, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to his Canada PayPower Visa Prepaid Cards. Blackhawk's affiliate, Blackhawk Network (Canada) Ltd. is the program manager for these cards on behalf the issuer, All Trans Financial Services Credit Union Ltd.
On March 4, 2015, Mr. [redacted]'s account was closed because of suspicious transaction patterns. Per the terms and conditions of the card:
We may, at any time and for any reason, terminate your Card and/or your use of your Card, for any reason allowed by law, such as if we suspect possible fraud or suspicious activity, or for security reasons.
On March 5, 2015, Mr. [redacted] contacted our Risk department. We requested various documents to verify his identity. At that time, we explained to him that we would refund him once the requested documentation had been received and the refund had been approved. That day, we also closed a second account in Mr. [redacted]'s name.
Mr. [redacted] provided the documentation, and we approved a refund for the remaining balance on both accounts on April 16, 2015. We have processed the refund. Mr. [redacted] should receive a check for the full amount of both cards within 14 days.
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
Initial Consumer Rebuttal /* (2000, 14, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recieved my check last week. The entire process was horrific. No compensation for time lapse. There was no adequate update on the processing of refund. The account was closed 3rd of March, I filed a Revdex.com complaint on 31st of March and the Business is just (4th of May) responding over a month later.
I had to borrow money and pay INTEREST to keep my life in order. This matter [redacted] not be resolved until I get some type of compensation for the hardships caused by Black hawk network and their 2 month processing time while providing inadequate updates.
Something has to be done about the processing time for refunds. This business should not have the rating it does based on the total number of complaints and processing and response times. They [redacted] certainly be hearing from the Canadian consumer protection agengy.

Complaint: [redacted]I am rejecting this response because the business has refused to provide a viable solution.
It appears that the company is unwilling to assist. I ask Revdex.com to please consider lowering the company's rating in light of this review (and the reviews of other customers facing similar situations).Sincerely,[redacted]