Blackhawk Network, Inc.

Initial Business Response /* (1000, 12, 2015/11/24) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
November 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 27, 2015, Blackhawk Network Inc. ("Blackhawk") received a...

complaint from [redacted] with respect to a refund for 11 Reloadit Packs that were purchased as the result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., operates issues the Reloadit Pack.
On July 6, 2015, between 10:46 a.m. and 12:52 p.m., Ms. [redacted] purchased eleven Reloadit Packs at Safeway stores in [redacted]. Eleven of the Packs were for $500 and the other was for $427.89. Previously, Ms. [redacted] had filed another complaint for this same issue with the Washington Office of the Attorney General. In that complaint, she stated that she was aware that she was the victim of a scam. As a result, nine of the Packs totaling $4500 were depleted by the fraudsters to whom she must have provided the Pack PINs.
On July 7, 2015, Ms. [redacted] contacted us to report the scam. By this time, she had secured two Reloadit Packs in an online safe at www.reloadit.com, but the remaining Packs had already been redeemed by the fraudsters. On August 17, 2015, we issued a check to Ms. [redacted] for the two, secured Packs in the amount of $927.89. We were able to confirm that the check that had been sent was never received. We have placed a stop payment on the original check and have reissued another in that amount to Ms. [redacted]. She should receive have received it by now.
We apologize for any inconvenience or delay that Ms. [redacted] may have experienced. We are unable to refund the other nine Packs because the funds are no longer available. Ms. [redacted] provided the Pack information to criminals. We suggest that Ms. [redacted] file a police report. We [redacted] assist law enforcement in their efforts to apprehend the perpetrators.
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, 14, 2015/11/24) */
A check for the amount of $947.89 was received in the mail on November 20th 2015 from Blackhawk Network.

Initial Business Response /* (1000, 10, 2015/09/04) */
VIA Revdex.com WEBSITE
September 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 11, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to expired reward codes. Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards.
Tracking # XXXXXXXXX-$25.00 Exxon Global Rebate for promotion number XX-XXXXX
[redacted] ordered a $25.00 Exxon Global Reward (Bed Bath & Beyond PPC) as part of an employee offer provided by Exxon Global. The imported file was sent to our fulfillment center on 01-29-15, for processing of the $25.00 Exxon Global Reward. On 05-27-15, 07-14-15, XX-XX-XX and 08-06-15, [redacted] contacted our company in regards to the status of the $25.00 Exxon Global Reward. After reviewing correspondence received from [redacted] it has been revealed that Exxon Global promotion number XX-XXXXX was cancelled by the client, whom did receive a credit back to their account. However, as a concession to [redacted] per our client the original submission was converted to a new submission under tracking # XXXXXXXXX. [redacted] be receiving the new $25.00 Exxon Global Reward within 2-3 weeks of the issue date.
Tracking # XXXXXXXXX-$25.00 Exxon Global Rebate for promotion number XX-XXXXX
[redacted] ordered a $25.00 Exxon Global Reward (Bed Bath & Beyond PPC) as part of an employee offer provided by Exxon Global. The imported file was sent to our fulfillment center on 01-29-15, for processing of the $25.00 Exxon Global Reward. On 05-27-15, 07-14-15, XX-XX-XX and 08-06-15, [redacted] contacted our company in regards to the status of the $25.00 Exxon Global Reward. After reviewing the correspondence received from [redacted] it has been revealed that Exxon Global promotion number XX-XXXXX was cancelled by the client, whom did receive a credit back to their account. However, as a concession to [redacted] per our client the original submission was converted to a new submission under tracking # XXXXXXXXX. [redacted] be receiving the new $25.00 Exxon Global Reward within 2-3 weeks of the issue date.
Tracking # XXXXXXXXX-$25.00 Exxon Global Rebate for promotion number XX-XXXXX
[redacted] ordered a $25.00 Exxon Global Reward (Bed Bath & Beyond PPC) as part of an employee offer provided by Exxon Global. The imported file was sent to our fulfillment center on 01-29-15, for processing of the $25.00 Exxon Global Reward. On 05-27-15, 07-14-15, XX-XX-XX and 08-06-15, [redacted] contacted our company in regards to the status of the $25.00 Exxon Global Reward. After reviewing the correspondence received from [redacted] it has been revealed that Exxon Global promotion number XX-XXXXX was cancelled by the client, whom did receive a credit back to their account. However, as a concession to [redacted] per our client the original submission was converted to a new submission under tracking # XXXXXXXXX. [redacted] be receiving the new $25.00 Exxon Global Reward within 2-3 weeks of the issue date.
We do apologize for the delay and inconvenience experienced by [redacted] with not receiving her
(3) $25.00 Exxon Global Rewards in a timely manner.
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, 12, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, Ms. [redacted]:
Thanks for transferring BlackhawkNetwork's info to me. They only explained my first three Bed Bath and beyond $25 gift card which I already received after you contacted the business. My main concern is my expired gift reward card codes. I have two rewards codes which needs them to reset. One that send to me on Feb. XX XXXX is $50 gift code( code#1yhr4-236Tm-B056z-XXXXX). Enother is $100 gift code which sent to me on April XX XXXX. ( code# is g14V2-[redacted]). I want BlackHawkNetwork to reset those codes for me by email ASAP. Thanks for your effort and help again.
Final Business Response /* (4000, 14, 2015/09/17) */
VIA Revdex.com WEBSITE
September 17, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 11, 2015, Blackhawk received a complaint from [redacted] with respect to our response to her original complaint.
On September 11, 2015, the reward codes were reset and sent to the customer via email. The customer should have received them. We apologize for any inconvenience or delay [redacted] may have experienced.
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 Business Response /* (1000, 8, 2016/01/25) */
VIA Revdex.com WEBSITE
January 26, 2016
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 8, 2016, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a refund for a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., issues the Reloadit Pack.
On November 18, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $300 to it. Ms. [redacted] states that she experienced difficulties applying the Pack to her prepaid card. She attempted to load the Pack to a prepaid card several times, but the loads were rejected by the card company and the funds reversed back to the Pack.
On November 19, 2015, Ms. [redacted] contacted us and requested a refund for her Reloadit Pack. It generally takes 30 business days for a refund check to be received. A check was supposed to be issued on January 7, 2016, but a technical issue prevented it from being sent. The check was successfully reissued on January 26, 2016. The customer should receive it in 7-10 business days. It [redacted] arrive in a "postcard" style format.
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

Initial Business Response /* (1000, 9, 2015/03/30) */
VIA Revdex.com WEBSITE
March 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 12, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to unauthorized charges on her Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On December 30, 2014, Ms. [redacted] contacted customer service to begin the dispute process for three unauthorized charges on her card. We have completed our investigation and [redacted] be contacting her shortly with the results.
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 Business Response /* (1000, 10, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 10, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a PayPower Visa Prepaid Card to which she opted to have her tax refund deposited. 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 any inconvenience Ms. [redacted] experienced as a result of not having her PayPower card to access her tax refund.
On March 22, 2015, Ms. [redacted] filed her taxes through TaxACT and registered for a PayPower card. We sent her card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered. Ms. [redacted] did not receive the card we sent, so we sent a replacement. On April 16, 2015, Ms. [redacted] received the replacement card and has since used her card without any further issues. Since it took a total of 19 business days for Ms. [redacted] to receive her card, we have reversed fees on Ms. [redacted]' account for a total credit of $32.90.
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, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did return the fees, but that doesn't cover the cost of the money I had to borrow because of your worker saying when they should be there and they weren't .! Which I had to borrow money to pay my notes
Final Business Response /* (4000, 14, 2015/05/11) */
VIA Revdex.com WEBSITE
May 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 28, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] in regards to our response to her original complaint.
On March 22, 2015, we sent Ms. [redacted] a card via the United States Postal Service. Unfortunately, we have no control over the delivery process once it has been shipped. Generally, it does take 7-10 business days for a customer to receive a card via this method once it has shipped. We apologize that Ms. [redacted] did not receive her card in that timeframe. We did credit her account with $32.90 as a sincere token of our apologies for any inconvenience.
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
Final Consumer Response /* (4200, 16, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this!
I had to borrow money because I was late and my insurance is due and I'll be late again because I had to pay back the money I borrowed because of this company ! Yall shouldn't have told me when it [redacted] get here because I was checking for it and it was never there! It's when I told my insurance company I [redacted] pay them and all because of this scam company I was late! Please be expecting a court date

Initial Business Response /* (1000, 5, 2015/05/07) */
VIA Revdex.com WEBSITE
May 7, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 11, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to a...

Reloadit Pack that he purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On March 7, 2015, Mr. [redacted] purchased a Reloadit Pack and provided the Pack information to the fraudster. Shortly thereafter, he suspected fraud and contacted customer service. We were able to block the Pack from use before the fraudster could apply the funds. It generally takes between 20-30 business days to receive a refund check. We processed Mr. [redacted]'s refund check on April 24, 2015. He should receive it within two weeks of that date.
Accordingly, 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 Business Response /* (1000, 9, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 25, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on his PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf the issuer, MetaBank.
On January 13, 2015, a block was placed on Mr. [redacted]'s account because of suspicious transaction patterns. Per the Cardholder Agreement:
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] account showed numerous direct deposits from PayPal for various amounts. This is highly unusual activity and often indicates that the card is being used fraudulently. We do not necessarily believe Mr. [redacted] used his account to perpetrate fraud. We suspect, however, that Mr. [redacted] has used his account for business purposes, which is in direct violation of the Cardholder Agreement:
Your card account is for personal, family, or household purposes; it may not be used for business purposes.
We have completed an identity verification process with Mr. [redacted] on two separate occasions and he has failed both times. On September 4, 2015, we attempted to contact Mr. [redacted] to conduct the verification for a third time. Since we were unable to speak with Mr. [redacted], we have been unable to make any changes to his account status. It is imperative that Mr. [redacted] contact us between 9am-6pm (CT) and request to speak with someone in our Risk department at his earliest convenience.
If Mr. [redacted] is able to pass [redacted] identity verification, then we [redacted] unblock his account. If Mr. [redacted] fails to pass [redacted] verification, then we [redacted] issue a refund for the remaining balance on the account to the address to which the account is registered. As a courtesy, we have reversed all of the fees that have posted since the account was blocked for a total credit of $47.60.
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 /* (3000, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have tried numerous times to contact Paypower "risk" management and have been placed on hold for over an hour each time to only get disconnected eventually. THIS IS BEYOND LUDICRIS. I do not accept the closing of this case and [redacted] continue to presue this to the full extent. I DEMAND that the refund be issued immediately to the address that was given when opening the card and the card be closed immediately upon the disbursement of the funds. I [redacted] never use a company that apparently has so many issues that their risk management can not even be reach because they have so many issues. I [redacted] NOT CONSIDER THIS CASE CLOSED IN ANY WAY UNTIL I HAVE RECEIVED A COMPLETE DISBURSEMENT OF FUNDS AND I FEEL WE HAVE WAITED MORE THAN LONG ENOUGH AND WOULD EXPECT THIS TO TAKE PLACE IMMEDIATELY. This is the only acceptable resolution to this matter.
Final Business Response /* (4000, 15, 2015/10/12) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
October 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 16, 2015, Blackhawk received a rebuttal from [redacted] with respect to our response to his original complaint.
On September 24, 2015, we contacted Mr. [redacted] and were able to properly identify him and remove the block on his account. We explained to him that his account [redacted] be closed if he continues to use it for business purposes. Mr. [redacted] has successfully used his card to make purchases and withdraw funds from ATMs with no further issues.
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, 17, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

VIA Revdex.com WEBSITE
 
June 13, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear [redacted].,
 
On June 6, 2017, we received a rebuttal from [redacted] in regards to our response to his original complaint.
 
A refund check was mailed via USPS to Mr. [redacted] on June 9, 2017.  It generally takes 7-10 business days to be received.  The check will arrive in a “postcard” style format like the copy of the sample check that we sent to Mr. [redacted].  Since Mr. [redacted] ordered the cards through Staples, his payment was processed by them.  We are unable to refund all of the fees that he paid when ordering the cards, but we have processed the refund for the full value of the cards.  We apologize for any delay or inconvenience 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 [redacted]
[redacted]
[redacted]

This company is complete garbage. I received two PayPower cards in the amount of $300 and $500 as a gift. My attempts to register these cards in order to utilize the funds placed on the cards have been completely unsuccessful due to "technical issues" on the PayPower website, or what they call technical "activation failures". I've spent a ridiculous amount of time on the phone with their customer service department. Unfortunately, in addition to their customer service language barrier issue, my experience with PayPower customer service has been terrible. Their representatives, in particular a gal named Jennifer, were rude, disruptive, interruptive, and unhelpful. Multiple phone calls and conversations to try and explain the situation proved useless and frustrating. The audacity of this company to charge a monthly fee on these cards' value ($5.95) for "monthly maintenance" is beyond offensive in this technological age. Pay Power is a clear example of a fraudulent reloadable debit card service.

Initial Business Response /* (1000, 8, 2015/05/08) */
VIA Revdex.com WEBSITE
May 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 22, 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 11, 2015, Mr. [redacted] purchased a Reloadit Pack. In order to apply a Reloadit Pack to a prepaid card, a customer must create an online Reloadit Safe. . The safe is now a requirement for all Reloadit customers in an effort to protect our customers from fraud. Mr. [redacted] did not want to create the safe, so he requested a refund for his Reloadit Pack. We devalued the Pack and began the refund process. The next day, he called back and wanted to change his mind and use the Pack after all.
Unfortunately, once we deactivate a Pack, we cannot load value back to it.. We mailed Mr. [redacted]'s refund check for $180 on April 29, 2015. He should receive it within two weeks of that date.
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 Business Response /* (1000, 10, 2016/02/24) */
February 24, 2016
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On February 3, 2016, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to the balance on her Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On January 29, 2016, Ms. [redacted] purchased a $50 Visa Gift card. That day, she used it at a restaurant, but was told that there was only $41.67 available on the card. This is due to the gratuity allowance that is set at this establishment. Although the card had a $50 balance, the restaurant personnel could not charge the full amount in order to ensure that funds were available in the event the Ms. [redacted] would have liked to include a gratuity on this card.
Upon receipt of this complaint, we verified that the account had a remaining balance of $8.33. We contacted Ms. [redacted] and explained this to her. Ms. [redacted] has since spent the entire balance of the card with no further issues.

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

Terrible company. Every single time I've ordered a gift card from them, it doesn't get delivered to the recipient until I call customer service and sit on hold with them for 20+ minutes. Don't waste your time with this company! I will never use again.

Initial Business Response /* (1000, 5, 2015/04/06) */
VIA Revdex.com WEBSITE
April 6, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 25, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to her Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On March 25, 2015, I contacted Ms. [redacted] and obtained the card information. I researched the archived transactions and was able to provide her with the balance and transaction history on March 26, 2015. The customer now understands that she had used all of the funds on the card. We apologize for any misinformation given and inconvenience experienced in regards to this matter.
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 Business Response /* (1000, 8, 2015/01/22) */
VIA Revdex.com WEBSITE
January 22, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 6, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on his PayPower account. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
Blackhawk apologizes for any inconveniences Mr. [redacted] experienced as a result of not being able to access his funds.
Apparently unbeknownst to Mr. [redacted], the block on his account had been removed on December 30, 2014. Mr. [redacted] has since used his card to make purchases at retail locations and to withdraw funds at ATMs without any further issues.
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
 
January 18, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] 2nd Rebuttal
 
Dear [redacted] L.,
 
On January 12, 2017, we received a second rebuttal from [redacted] with respect to our response to his first rebuttal.
 
We sincerely apologize for any inconvenience that Mr. [redacted] may have experienced.  As stated in our initial response, we cannot disclose the reason for the security flag that has prevented Mr. [redacted] from placing orders, since this has to deal with our fraud screening processes.  We appreciate his feedback and his interest in Blackhawk Network.
 
We consider this matter to be closed.  Please, reach out with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 8, 2015/10/02) */
VIA Revdex.com WEBSITE
October 2, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On September 10, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to unauthorized charges on a Visa-branded Reward Card ("Reward Card"). Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards.
We sincerely apologize for any miscommunication on our part and any inconvenience that Mr. [redacted] may have experienced. On September 11, 2015, a credit was applied to your card for the entire disputed amount. Our records indicate that the Reward Card has now been fully used.
Accordingly, 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 Business Response /* (1000, 5, 2015/04/14) */
VIA Revdex.com WEBSITE
April 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. Thomas,
On April 1, 2015, "Reloadit" received a complaint from [redacted] with respect to accessing funds...

applied to his safe on www.reloadit.com. "Reloadit" is actually a brand name, not a company. Blackhawk Nework California, Inc. operates this website and issues the Reloadit Pack.
Mr. [redacted] states that he purchased a Reloadit Pack which he placed in his Reloadit Safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a two hour waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is a 2-4 hour card validation period for each new prepaid card that is added to the safe. Mr. [redacted] states in his complaint that he was unable to access his funds.
On April 1, 2015, we contacted Mr. [redacted]. At that time, he confirmed that he had successfully accessed his funds. 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, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I partialy accept the response given, since my funds where available 2 hours after reloding my card as they state on their response "There is a 2-4 hour card validation period for each new prepaid card that is added to the safe" but there is not warning or note about this proceadure to be found neithere on their website or the relodit pack purchased in order to be informed about their policy and take the necesary measures

My experience with GiftCar[redacted] has been terrible. The one redeeming person in this terrible experience is [redacted]. He was calling from a California phone number. He deserves all kudos and a BIG raise and/or promotion. Otherwise, this has been a big mess. One thing deserves a mention. Customer reps that respond to callers should be able to speak English. Not just a little, but have achieved some fluency. [redacted] was not such a person. No one knew the whole story, so I had to constantly repeat it each time I spoke with someone.

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

VIA Revdex.com WEBSITE
 
April 19, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On April 4, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an unauthorized charge...

on her Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
 
On December 14, 2017, Ms. [redacted]’s $250 Visa Gift card was purchased at a local retailer.  On December 17, 2017, the card was redeemed for $248.74 at a Walmart store.  Ms. [redacted] states that she received the card as a Christmas gift and that she realized that there was an issue with the balance when she discovered that she was unable to use the card.  On January 1, 2018, Ms. [redacted] contacted us to dispute the charge and begin the dispute process.  A dispute may take 45-90 days to be resolved.
 
Although Ms. [redacted]’s case was originally closed on March 27, 2018 because the proof of purchase was never received, it was placed under further review with the receipt of this complaint.  As a result, an exception was made on Ms. [redacted]’s claim and a final credit in the amount of $248.74 was applied to Ms. [redacted]’s account.  This restored the balance to $250.  On April 10, 2018, this information was provided to Ms. [redacted].  Since that time, Ms. [redacted] has used the card for several transactions.  We apologize for any delay or inconvenience that Ms. [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]