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Blackhawk Network, Inc.

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Reviews Blackhawk Network, Inc.

Blackhawk Network, Inc. Reviews (581)

Initial Business Response /* (1000, 5, 2015/03/13) */
VIA Revdex.com WEBSITE
March 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 27, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to six Reloadit Packs that he purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On January 20, 2015, Mr. [redacted] received a call from someone (a fraudster) claiming to be his grandson. He was asked to purchase six Reloadit Packs for $500 each in order to post bail for his grandson who had allegedly been arrested. He purchased the Packs and provided the PINs to the fraudster over the phone around 2:05 pm (ET). Mr. [redacted] contacted customer service around 7:30 pm ET. By this time, the funds from five of the six Packs had already been used. We were able to block the one remaining Pack from use.
We are sorry that Mr. [redacted] was victimized by this fraud scheme. Mr. [redacted] provided copies to us of the Packs and receipt for verification. We have issued a refund for the one $500 Pack that was recovered for the customer. The customer cashed this check on March 4, 2015. We cannot provide refunds for the remaining Packs because Mr. [redacted] , himself, was responsible for providing the PINs to another person.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] NV XXXXX
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was glad to finally get the $500 check.

Initial Business Response /* (1000, 9, 2014/10/27) */
Received business response via email on 10/22/14:
Ms. [redacted] (XXXXXXXX) and I have been in contact with respect to her complaint. BHN needs proof of purchase in order to investigate further and the person who has that is on sabbatical....

Ms. [redacted] is aware that we need this information in order to assist her and she has stated that she will provide it as soon as possible.
Thank you,
[redacted]
Supervisor, Customer Service

Initial Business Response /* (1000, 5, 2015/03/02) */
VIA Revdex.com WEBSITE
March 2, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 23, 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 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 February 10, 2015, a block was placed on Mr. [redacted]'s card because we could not verify his identity without additional information. On February 12, 2015, Mr. [redacted] contacted customer service to check the status of his card. It was explained to him that there was a block on his account. The agent explained that the issue would be escalated to our Risk Department and someone would be in contact with him.
On February 17, 2015, our Risk Department spoke with Mr. [redacted], obtained necessary information, and removed the block on his account. Mr. [redacted] can now use his account and access his money. As a courtesy, we reversed fees on Mr. [redacted]'s account for a total credit of $14.25.
Mr. [redacted] has requested compensation for late fees that he states that he had to pay as a result of a late payment caused by the block on his card. I have contacted him several times to request documentation supporting the late fee. To date, Mr. [redacted] has failed to provide any evidence supporting this claim.
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 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

Initial Business Response /* (1000, 6, 2015/05/28) */
VIA Revdex.com WEBSITE
May 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 18, 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 is the program manager for this card on behalf of the issuer, MetaBank.
On January 14, 2015, Ms. [redacted] registered for a PayPower card online at www.paypower.com. She filed her taxes and requested that her refund be applied to this card. On February 6, 2015, Ms. [redacted]'s 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. Later that day, Ms. [redacted] contacted customer service to have the block removed. She was transferred to our Risk department to verify her identity. Unfortunately, Ms. [redacted] was not able to pass [redacted] identity verification questions.
Since we were unable to identify Ms, [redacted], the funds were sent back to the issuer, Santa Barbara Tax Products Group, on May 7, 2015. Ms. [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
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Santa Barbara Tax Group, they stated they need a 15digit tracking number and the exact amount sent to them from, Blackhawknetwork. So I called Black Hawk and asked for the tracking number and the exact amount, they did not orovide a tracking number but they stated the amount returned was $4,000 dollars. My refund was in the amount of $4305, I would like my tracking number and correct full tax refund amount. Why would they take money from me when I did not have access, please provide me with the tracking number and full amount ASAP
Final Consumer Response /* (3000, 16, 2015/06/26) */
6-26-15
I am Reporting this Company to the IRS!!! I want my Money Released Immediately, No More Run Around!!!! Send my Tax Refund and Provide me with the 15 digit Tracking Number ASAP!!!! If this can not be Resolved by Paypower/Blackhawk by simply sending me my Tax Refund, I [redacted] have to Sue for Lost Wages and Primitives Damages. Paypower/Blackhawk, has not sent my Refund Back Give Me my Money, No more Lies, Your Company has my Refund!!!! Release My Funds That is the only Way
Final Business Response /* (4000, 21, 2015/07/16) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
June 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] 2nd Rebuttal
Dear Ms. [redacted],
On June 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a second rebuttal from [redacted] with respect to our response to her first rebuttal.
We sent a check to Santa Barbara Tax Products on May 7, 2015. This refund was for $4224.07. We verified that the check had not cleared. We placed a stop payment on the original check and reissued the check to Santa Barbara Tax Products Group on July 13, 2015. We are unsure why the original check was never cashed and apologize for any inconvenience that this may have caused. We are still unaware of any 15-digit tracking number and do not have one to provide to Ms. [redacted]. Ms. [redacted] need to address any further concerns regarding this matter to Santa Barbara Tax Products Group.
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
 
January 30, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On January 21, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to his attempts to place orders on...

[redacted]giftcardmal[redacted].  This website is operated by Blackhawk.
 
Giftcardmal[redacted] uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as, a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, Giftcardmal[redacted] never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however, no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted. We apologize for any inconvenience that [redacted] may have experienced.
 
Accordingly, we consider this matter 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, 5, 2015/03/03) */
VIA Revdex.com WEBSITE
March 3, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 24, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a PayPower Visa Prepaid Card to which she opted to have his 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 Mr. [redacted] experienced as a result of not having his PayPower card to access his tax refund.
On January 21, 2015, Mr. [redacted] filed his taxes through TaxACT and registered for a PayPower card. We sent his card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered. Mr. [redacted] did not receive the card we sent, so we sent a replacement. On February 23, 2015, Mr. [redacted] received the replacement card and has since used his card to make purchases at retail locations and to withdraw funds at ATMs without any further issues. As a courtesy, we have reversed fees on Mr. [redacted]'s account for a total credit of $36.85
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] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 10, 2015/05/28) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
May 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 27, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from...

[redacted] with respect to an unauthorized charge on his Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On March 29, 2014, Mr. [redacted] contacted customer service to dispute an unauthorized charge on his card.. On April 27, 2015, a chargeback was processed with the merchant. We are awaiting resolution of this chargeback. We sent a letter to Mr. [redacted] explaining that it may take up to 120 days to resolve this dispute. We expect that the chargeback [redacted] be resolved by the end of June.
We [redacted] be in contact with Mr. [redacted] regarding this matter once the chargeback has been resolved. If it is resolved in his favor, we [redacted] credit the $40 back to his gift card.
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
 
style='FONT-SIZE: 11pt; FONT-FAMILY: "Times New Roman", serif; COLOR: black'>October 5, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On September 16, 2016, “Reloadit” received a complaint from [redacted] with respect to a replacement card for her Visa Gift card.  “Reloadit” is actually a brand name; not a company.  Blackhawk Network Inc. is the program manager for this Visa Gift card on behalf of the issuer, MetaBank.
 
[redacted] has requested a replacement card on three different occasions because she has never received them.  We are unsure as to why they are not being delivered to her as her address has been verified.  Since we are unable to issue a replacement more than three times, we have issued a check for the remaining balance on [redacted]’s card.  She should receive it in 7-10 business days.
 
We apologize for any delay or inconvenience that [redacted] may have experienced. We have reached out to her to inform her that the refund check is on its way.  It will arrive in a “postcard” format.
 
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, 10, 2015/09/04) */
VIA Revdex.com WEBSITE
September 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 18, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a Canada PayPower Reload Pack. 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 August 6, 2015, Mr. [redacted] purchased a Canada PayPower Reload Pack and associated $200 to it. When Mr. [redacted] attempted to remove the "scratch off" to apply the Pack to his prepaid card, the PIN became damaged so that he was unable to read it. He was unable to successfully apply the Pack without the PIN.
That same day, Mr. [redacted] called us and requested assistance. We requested copies of the Pack and his receipt to verify him. On August 31, 2015, we were able to properly authenticate Mr. [redacted]. We applied the funds from his Pack to his prepaid card. We apologize for any inconvenience or delay that Mr. [redacted] may have 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
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
April 12, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On April 5, 2017,  Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to a refund for five Visa...

Gift cards that were ordered via [redacted].  This website is operated by Blackhawk Network, Inc.
 
On January 12, 2017, **. [redacted] placed an order at [redacted] for the Visa Gift cards.  On April 4, 2017, **. [redacted] activated and attempted to use one of the cards.  That same day she requested a refund for the entire order, since the cards could not be used for the purpose that **. [redacted] had intended.We apologize for any delay or inconvenience that **. [redacted] may have experienced.  Her refund was processed for the full amount of the five cards in the amount of $2,456.11 on April 4, 2017.  The refund was processed back to the credit card that she used to make the purchase.  It generally takes three to six business days for the credit to show on her account.  **. [redacted] should have received this refund credit by now.
 
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 89511
[redacted]

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, 8, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 9, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to a...

block on her PayPower Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank.
We apologize for the negative experience Ms. [redacted] had, but her inconvenience resulted from our attempt to protect her and her account.
On March 31, 2015, Ms. [redacted] had an unusually large tax refund posted 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. On April 2, 2015, 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 her that the issue would be escalated to our Risk Department and someone would be in contact with her.
On April 10, 2015, Ms. [redacted] spoke with a member of our Risk Department. We obtained the necessary information and removed the block on her account. As a courtesy, we reversed one monthly fee on Ms. [redacted]' account ($5.95).
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 Business Response /* (1000, 8, 2015/08/04) */
VIA Revdex.com WEBSITE
August 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 15, 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 the issuer, The Bancorp Bank.
On June 25, 2015, Mr. [redacted]'s account was blocked because of suspicious transaction patterns. When Mr. [redacted] spoke with our Risk Department, we explained that Mr. [redacted] needed to discontinue the types of transactions that had been prevalent on his account. Mr. [redacted] then requested a refund for the remaining balance on his account.
It normally takes about 30 business days to receive a refund. We have issued a check for the remaining balance on Mr. [redacted]'s account. He should receive the check within 7-10 days.
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, 9, 2015/04/20) */
VIA Revdex.com WEBSITE
April 20, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 27, 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.
On March 11, 2015, Ms. [redacted] filed her taxes through TaxACT and registered for a PayPower Card. A tax refund posted to Ms. [redacted]'s account on March 17, 2015. On March 24, 2015, our fraud detection systems flagged this as likely fraud and blocked Ms. [redacted]'s account pending additional verification.
On March 27, 2015, our Risk Department attempted to verify Ms. [redacted]'s identity. 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 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, 2015/11/23) */
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.

Initial Business Response /* (1000, 8, 2015/02/17) */
VIA Revdex.com WEBSITE
February 17, 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 a Visa Gift card. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank. Ms. [redacted] complained that she could not access the money associated with her card.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On January 22, 2015, Blackhawk experienced that may have prevented Ms. [redacted] from accessing her money for a short period of time. We have contacted Ms. [redacted] and confirmed that she has access to her money and that there are no further issues.
Accordingly, we consider this matter to be resolved. Please reach out to us with any questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] NV XXXXX
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 21, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a charge on her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On April 17, 2015, Ms. [redacted] attempted to pay at the pump for a gasoline purchase. The transaction was approved resulting in an authorization hold. For security purposes, the transaction is cancelled if the customer does not begin to pump gas within a certain amount of time. This was the case for Ms. [redacted]. She swiped her card and that authorized it for $53.68. Although she did not pump gas before the transaction was cancelled, the authorization remained. This is explained in the terms and conditions of the PayPower card:
If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds for up to 10 days.
With respect to Visa cards, transactions other than PIN debit transactions (that is, signature transactions and online transactions) are settled via a two-step method. First, the merchant obtains an "authorization" for a transaction. An authorization [redacted] not reduce the balance on the card, but it does reduce the balance available to the customer for spending. If the transaction is completed, it [redacted] "settle" and be posted to the account. If the transaction never settles, then after some period of time (generally no more than ten days), the authorization hold [redacted] disappear from the account, and the amount of the authorization hold [redacted] once again be available for the cardholder to spend.
The transaction never settled and the authorization hold was released on April 20, 2015 by the merchant. This made the $53.68 available for use. As a courtesy for any inconvenience, we have reversed fees on Ms. [redacted]' account for a total credit of $11.90.
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] NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not what is stated in the terms of service and they have not issued a $11.90 credit.
Final Business Response /* (4000, 9, 2015/04/29) */
VIA Revdex.com WEBSITE
April 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 29, 2015, we received a rebuttal from [redacted] in regards to our response to her original complaint.
The information stated in our response was copied from our terms and conditions of use of the PayPower card. This Cardholder Agreement is provided online at:
https://www.paypower.com/Content/PDF/TC/TCs_PayPower_Visa_Prepaid_Card_XXXXXX_Me... /> The fees totaling $11.90 were reversed on April 21, 2015. They are listed as "Monthly Maintenance Fee Reversal" on Ms. [redacted]' transaction statement which she may obtain by logging on to her account at www.paypower.com. There are two of these for a credit of $5.95 each.
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

DO NOT DO BUSINESS WITH THIS COMPANY!!! I placed an order for 4 gift cards with their website on 12-18-16. I received a couple e-mails from them the next morning stating that the order was cancelled and that the order did not pass their fraud protection criteria. No phone # to contact them, no way for me to complete my order or process it with a different card, no details on what the red flag was, etc. I tried calling the company and I was told that I can only e-mail them and wait for a call back. The only reason I didn't try to use a different website right away was that I already spent quite a bit of time picking the right gift card for each person, the right Christmas card for each person and writing a note to each of them. I didn't want to spend that hour again setting up an account with another Company and going through all of that again. It appears that I have no other choice now. I responded to [redacted] right away on 12-19-16 and I have still not received a response. I also sent in questions through the "Contact Us" portion of their Website which states that I will be contacted within 3 days. After I did not receive a response I sent another e-mail yesterday on 12-22-16 and sent another message through the Contact Us section. Still no response. I merely wanted to process my order to send gift cards to my sister and her kids and I can't even get someone to talk to me. This is NOT how you do business. They clearly do not want my $273.80 and are too busy to resolve any issues. You refuse my money, you refuse to explain yourself and you refuse to even respond to me. I was already ordering the gift cards late enough that I doubted that they would make it by Christmas, now I have waited for some sort of resolution with their Company and now I will be lucky to get them anything by New Years.

Initial Business Response /* (1000, 5, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 5, 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 April 10, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $240 with the Pack. He states that he attempted to transfer the money on his Pack to a prepaid card via the internet and was told that his money had been successfully transferred but that he would need to wait 180 minutes before the money would show up in his prepaid card account. Mr. [redacted] waited until April 11, 2015 to contact customer service because the funds had not been applied to his card.
Unfortunately, Mr. [redacted] appears to have been the victim of a cloned site. He certainly did not go to www.reloadit.com; instead, he went to a site that looked like www.reloadit.com but was not (we believe he may have gone to www.reloadite.com). We are positive this is the case, because the actual Reloadit site never tells the customer to wait 180 minutes (or any amount of time) before their funds will show up in their prepaid account. We know that a number of cloned sites use a waiting period in order for fraudsters to apply the money from the Pack before the customer realizes the mistake and calls customer service to block the Pack.
When Mr. [redacted] entered her Pack number on the cloned site, he gave the fraudsters the information they needed to transfer the money on his Pack to a prepaid card they controlled. By the time Ms. [redacted] called customer service, the fraudsters had done just that.
We are unable to provide a refund once the funds have been spent. Nevertheless, we were able to work with Safeway to resolve this matter. Safeway has provided this customer with a refund.
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
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
April 28, 2015
Very disappointed with Blackhawk's ability to resolve this incident in a professional manner. I will never use any of there products again and will share this story with every one I come across. Thankfully Safeway was able to resolve this problem and provide me with a full refund. Not only did they resolve Blackhawk's issue for them they listened to my problem with concern and apologized. Blackhawk not only didn't respond to me after contacting them via phone or e-mail they never even apologized. Hopefully they are at least taking steps on preventing scammers from taking there customers money rather than allowing and participating in a scam that steals money from there customers.
Final Business Response /* (4000, 9, 2015/05/11) */
VIA Revdex.com WEBSITE
May 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 28, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] with respect to our response to his original complaint.
We are sorry that Mr. [redacted] was victimized by this fraud. We are happy that Mr. [redacted] was able to recover his money.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
Heidi Lyttle
[redacted]
Customer Service Specialist
Reno, NV XXXXX
[redacted]@bhnetwork.com

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Address: 6220 Stoneridge Mall Rd, Pleasanton, California, United States, 94588-3260

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