Blackhawk Network, Inc.

Initial Business Response /* (1000, 8, 2014/06/11) */
Revdex.com Complaint Case #: XXXXXXXX
[redacted] Complaint
We are in receipt of [redacted]'s complaint and have had the opportunity to review it.
We do have an account in Ms. [redacted]'s name that is currently closed that did receive a...

tax deposit in the amount of $4695.50 on 6/5/13. Our Sponsor Bank, Meta Bank felt this deposit required further review and asked Blackhawk Network to put a hold on the account and to contact the customer for verification. An outbound call was placed and the number used for account registration was disconnected. We were unable to reach the cardholder through multiple attempts. Our Sponsor Bank, Meta Bank requested the account be closed due to the high risk nature of the transaction. The funds were still held in the account, but no access to the account was granted at the cardholder level after 6/5/13. Ms. [redacted] called in approximately one month later (7/6/13) and again and was told by Customer Service that documentation needed to be received in order to have access to the funds on the account. This activity went on for several months as no documents were ever received. This was escalated up to Risk and on 10/10/13 an outbound call was made, number still invalid. Once again, this cycle of no docs, and inbound calls and tickets created moved forward. On 11/19/13 an outbound call was once again placed to the new number left on the new ITRXXXXXXX. A recording was received: "The Cricket Number you have reached is no longer in service. Message 21".
Blackhawk Network has made several attempts to contact Ms. [redacted] and when contact has been made she has been reminded that her documents for verification were never received and again they were requested. To this date, we have not received any documents from Ms. [redacted] and cannot allow access to those funds because of our inability to properly identify Ms. [redacted]. Currently the funds are in the account and should Ms. [redacted] provide the requested information; a current driver's license or state issued ID, a current utility bill (within 30 days of request) with address that matches registration address and a copy of her social security card, we will gladly review the documents to verify their authenticity.
To that end, we will happily expedite that process in an effort to get Ms. [redacted] her funds more quickly. Should Ms. [redacted] be able to provide the requested documents, a check will be issued for the amount of her refund and processed immediately. This process can take up to 20 days from the initiation of the refund. She can email her documents to: [redacted]@bhnetwork.com or she can fax (we recommend emailing) to: (XXX) XXX-XXXX.
We hope this will help bring Ms. [redacted]'s complaint to a successful conclusion.
Thank you for the opportunity to respond to this very important issue.
[redacted]
Fraud Risk Analyst II Risk Management AML/Fraud Prevention & Investigations
XXXXX [redacted] XXXXX
(XXX) XXX-XXXX
[redacted]
www.blackhawknetwork.com

Initial Business Response /* (1000, 5, 2015/05/28) */
VIA Revdex.com WEBSITE
May 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 19, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

a PayPower Visa Prepaid Card to which he opted to have his tax refund deposited. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On February 7, 2015, Mr. [redacted] purchased a PayPower card at a local supermarket. He filed his taxes and requested that his refund be applied to this card. On February 16, 2015, Mr. [redacted]' tax refund was deposited to this account. Our fraud detection systems flagged this transaction as suspected fraud, so we placed a block on the card. The next day, Mr. [redacted] contacted customer service to have the block removed. He was transferred to our Risk department to verify his identity. Unfortunately, Mr. [redacted] was not able to pass the identity verification questions.
Since we were unable to identify Mr. [redacted], the funds were sent back to the IRS, on May 27, 2015. Mr. [redacted] should contact them regarding this refund.
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 Consumer Rebuttal /* (3000, 12, 2015/06/25) */
Nothing has happened on this complaint I am still waiting for them to send the money to the IRS. They allegedly have sent the money, as of today 06/23/2015 the irs has no record of it.
Final Business Response /* (4000, 14, 2015/07/13) */
VIA Revdex.com WEBSITE
July 13, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On June 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] in regards to our response to his original complaint.
Since we were unable to identify Mr. [redacted], the funds were sent back to the IRS, on May 27, 2015. This check has been cashed. Mr. [redacted] should direct any questions or concerns to the IRS directly as we no longer have the money related to 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Final Consumer Response /* (4200, 16, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the irs again today 07/14/2015. No money on my account. If they can show me proof that irs has my money I [redacted] be ok. I need hard proof like copy of cancelled check, transaction number, routing number. Blackhawk simply saying it has happened is not acceptable. They have had my 4426.12 since February 19, 2015 until 07/14/2015. 145 days. They still have it. With interest they now owe me 5500.00!
I [redacted] file a complaint to Visa, and United Supermarkets who sold me the card locally with my Revdex.com office here in the morning. I file suit on all parties involved on 08/01/2015. I hope to resolve this before then!

The complaint with the business captioned in the subject line has been resolved to my satisfaction. The refund requesyed has been credited to my banking institution. I thank the Blackhawk network and the Revdex.com for their assistance. [redacted]

So they lost my money during a bill payment transaction and every time I try and get the money back they give me the run around about how a physical check will be sent in 4 to 10 business days but then I call them back after 4 to 10 business days and they say it hasn't been sent yet it will be another 4 to 10 business days. Even after I informed them I am on a fixed income and need that money because it's all I have.

Initial Business Response /* (1000, 9, 2015/04/29) */
VIA Revdex.com WEBSITE
April 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to an...

order placed on www.giftcardmall.com. This website is operated by Blackhawk.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On April 2, 2015, Ms. [redacted] placed an order on www.giftcardmall.com. When an order is submitted, the customer's credit card is authorized for the amount of the purchase to ensure that funds are available. We do not charge our customers until their order ships. If an order is cancelled prior to be shipped, then the customer [redacted] not be charged. It may take up to seven days for the authorization hold to be removed.
On April 6, 2015, Ms. [redacted]'s order was cancelled. We never charged her for the order. By now, the authorization should have been removed from her account and she should have access to these funds.
Accordingly, we [redacted] 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

I am going to the Attorney General of the state of California to look at this company. My review is like everyone else. You took 100 dollars of my money.
IF ANYONE READING THIS!! THIS IS FRAUD.

The company outsources their customer service department to El Salvador. While I respect the fact that they are giving jobs to other countries, the level of customer service was poor and the individuals were very hard to understand. When I asked to speak to another Manager, I was told "No" repeatedly and that there was nothing more that they could to do assist me. I asked to escalate and expedite my concerns, but to no avail.
E-Gifts are to be easy and delivered the same day, but in this case, it is still pending delivery after several hours - although funds were taken out immediately. I was told that the birthday gift will be delivered on another day - defeating the purpose of this purchase in the first place.
I do not recommend using them and if you do, plan for your gift to arrive 1-3 business days later or be given the option to wait for a refund 6-8 business days!

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 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on her T-Mobile Visa Prepaid Card. Blackhawk 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 and her account.
On October 29, 2015, Ms. [redacted] had an unusually large credit post to her account. The amount of the credit exceeded the maximum allotted value of the card 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. Brown 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. Brown that the issue would be escalated to our Risk Department and someone would be in contact with her.
On October 30, 2015, our Risk department unblocked Ms. [redacted]' account. As a courtesy, we reversed fees on Ms. [redacted]' account for a total credit of $20.
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
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 look forward to hearing from them by 6/27/17 that the chargeback has been processed and settled. Thank you for your assistance.Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/12/04) */
VIA Revdex.com WEBSITE
December 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 20, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a refund for the remaining funds on his Canada PayPower Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network (Canada) Ltd. is the program manager for this card on behalf the issuer, All Trans Financial Services Credit Union Ltd.
On July 30, 2015, Mr. [redacted] requested to cancel his account and have a refund for the remaining funds on his Canada PayPower Visa Prepaid Card. It generally takes 30 business days to issue the refund check. On August 20, 2015, a check for the remaining balance was issued and mailed to Mr. [redacted]. It generally takes 7-10 business days for a customer to receive the check.
On October 22, 2015, Mr. [redacted] contacted us because he had not received the check. We verified that the check had not been cashed and requested to place a stop payment on the original. The check was reissued on November 23, 2015. The customer should receive the check very soon if he has not already done so. We apologize for any inconvenience or delay that Mr. [redacted] 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
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 9, 2015/12/07) */
Hi [redacted],
I received a cheque in the mail yesterday from Blackhawk Network (Canada) Ltd. for the sum of $500. It was dated November 23, 2015. I'll let you know if it bounces. Thank you for your help in this matter.
[redacted]
[redacted]
[redacted]@mymts.net

Initial Business Response /* (1000, 5, 2015/12/29) */
VIA Revdex.com WEBSITE
December 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 15, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a duplicate order that she placed through Kroger. Blackhawk fulfills these orders for Kroger through our online channel Gift Card Mall.
On December 6, 2015, Ms. [redacted] placed two orders online through Kroger. Ms. [redacted] only intended on placing one order, but we received duplicate orders. Since Ms. [redacted] only needed one order, we refunded one of the orders (XX-XXXXX-XXXX-XXXXXX) on December 15, 2015. The credit should have already posted to the credit card Ms. [redacted] used to place her orders. We apologize for any inconvenience or delay that Ms. [redacted] experienced.
Accordingly, we consider this matter to be resolved. Please, reach out with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]@bhnetwork.com
Where can I send the duplicate gift cards back to?

Initial Business Response /* (1000, 5, 2015/02/18) */
VIA Revdex.com WEBSITE
February 18, 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 his Giant Eagle Travel Visa Prepaid Card. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
We apologize for the negative experience Mr. [redacted] had, but his inconvenience resulted from our attempt to protect him and his account.
On January 16, 2015, Mr. [redacted] registered his card, which requires us to verify his identity. Our Risk Department blocked Mr. [redacted]'s card because we could not verify Mr. [redacted]'s identity without additional information. On February 02, 2015, Mr. [redacted] attempted to load funds on his card. He was unable to do so because identity verification must be completed before additional funds can be loaded. The next day (February 3, 2015), Mr. [redacted] contacted customer service for assistance. The agent explained that the issue would be escalated to our Risk Department and someone would be in contact with him within two business days.
On February 5, 2015, our Risk Department contacted Mr. [redacted]. They were able to obtain the necessary information from him and removed the block on his account. As a courtesy, we have reversed three fees on Mr. [redacted]'s account for a total credit of $20.85.

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] NV XXXXX
[redacted]
[redacted]@bhnetwork.com

Every time I check the balance of my giftcard they suspend my card which leaves me no access to my money until I call their very rude customer support and have to way 1-2 business days before my money is avalible to me again. They refuse to give me a way to contact their level 2 tech support "for my safety". I will never use this company again and no one else should either. The supervisor told me everything was working on their end so it must be my fault for wanting to know how much is on my gift card and he can't do anything to push things along. This is either a scam to get people to call their customer support or it is just terrible web development that I learned in my first year of school.

Initial Business Response /* (1000, 8, 2015/08/31) */
VIA Revdex.com WEBSITE
August 31, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 6, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to the expiration and post-expiration reissuance fees of his Visa-branded Reward Card ("Reward Card") that was given to him as part of a consumer promotion. The Reward Card was part of a loyalty, award, or promotional program. Blackhawk's affiliate, Blackhawk Engagement Solutions, is the program manager for this Reward Card on behalf of the issuer, MetaBank.
On October 3, 2014, the Reward Card was issued in the amount of $60. The Reward Card was attached to a carrier, which contained information about the Reward Card and tips for usage. The Reward Card was also accompanied by a written Cardholder Agreement. Both the carrier and the Cardholder Agreement stated that after the twelfth month from the date of issue and pursuant to the valid thru date indicated on the face of the Reward Card, the Reward Card plastic expired. As disclosed on the card, the funds do not expire and can be accessed after the plastic expires.
Customer satisfaction is a priority for us. 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 that Mr. [redacted] 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. 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. Please note that once the replacement Reward Card has been requested, we do not apply the monthly maintenance fee again.
It is our intent that our cardholders have a positive experience with the Reward Cards that we issue and program manage. We make the disclosures regarding the Reward Card limits clear and conspicuous to the recipient to promote a positive experience.
If Mr. [redacted] would like to request the remaining balance of his card ending in [redacted] subject to the replacement fee, then he may contact the number on the back of his Reward Card.
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, 2015/11/25) */
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]...

[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

Initial Business Response /* (1000, 5, 2015/04/14) */
VIA Revdex.com WEBSITE
April 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 1, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to two Reloadit Packs that she purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On January 26, 2015, Ms. [redacted] contacted customer service to report the scam. By this time, one of the Packs had already been used. We were able to block the other Pack from use. The customer was asked to send us copies of the Packs and receipt for verification, which were received in a timely manner. We mailed Ms. [redacted]'s refund check for $450 on April 9, 2015. She 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 Consumer Rebuttal /* (2000, 10, 2015/04/15) */
This complaint is now resolved. I received a check today. Thanks to the Revdex.com. I would not have received resolution without you.
[redacted]

Initial Business Response /* (1000, 5, 2014/12/16) */
VIA Revdex.com WEBSITE
December 16, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On December 1st, 2014, Blackhawk Network, Inc. received a complaint from Mr. [redacted], with respect to...

a Visa Prepaid Card and unauthorized charges made on the card. Blackhawk 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 Mr. [redacted] has experienced in receiving a card that has 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 resolved. Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted] K. [redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
[redacted]@bhnetwork.com

Complaint: [redacted]I am rejecting this response because:
The 
LG Prepaid Card program is unfair, they don't tell me the rule when I buy their prod to get rebate, when I recive the card, the card doesn't tell this rule in obvious place either.
I feel like that they steal my money when I don't notice.
Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/04/13) */
VIA Revdex.com WEBSITE
April 13, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 23, 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 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 March 4, 2015, Ms. [redacted] had a tax refund posted to her account. That same day, we placed a block on Ms. [redacted]'s account because we could not verify her identity without additional information. In order to remove this block, multiple forms of documentation are required including a photo ID, Social Security card, and utility [redacted]. Ms. [redacted] contacted our customer service for assistance and was advised that we needed this documentation in order to remove the block on her account.
We were unable to properly authenticate Ms. [redacted]. This account has been closed and we are sending the funds back to the IRS via check. We suggest Ms. [redacted] contact the IRS regarding this refund.
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] NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 10, 2015/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2015/12/15) */
VIA Revdex.com WEBSITE
December 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On November 20, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On September 29, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $185 to it. Unfortunately, Mr. [redacted] was unable to apply the Pack to a prepaid card, since it had been associated with another user's safe. Although Mr. [redacted] insists that he did not provide the PIN to anyone, it appears that he may have been the victim of a scam.
Later that day, Mr. [redacted] contacted customer service since he was unable to apply his Pack. He was informed that the Pack had been associated with a safe. Mr. [redacted] confirmed that the safe was not his. Mr. [redacted] requested a refund. We immediately blocked the Pack from use and requested that he send in documentation to verify him as the purchaser. It generally takes 30 business days from the time a refund request is approved for the customer to receive a check. The approval process takes longer in scam cases due to the fact that documentation needs to be received and reviewed by our Risk department.
We apologize for any inconvenience or delay that Mr. [redacted] has experienced. We have processed a refund for the full amount of his Reloadit Pack. The check was issued on December 10, 2015. Mr. [redacted] should receive the check in 7-10 business days.
We consider this matter 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