Blackhawk Network, Inc.

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

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, 5, 2015/12/30) */
VIA Revdex.com WEBSITE
December 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 18, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to an unauthorized transaction on her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On December 14, 2015, a charge for $100 and a credit for $71.80 posted to Ms. [redacted]'s account from a car rental company. This means that Ms. [redacted] was only charged a total of $28.20. On December 16, 2015, Ms [redacted] contacted us to dispute the $100 charge that had posted. The following day, a chargeback credit of $65.50 was credited to Ms. [redacted]'s account since the car rental company had only authorized the transaction for $30, but had settled it for $100.
This means that, Ms. [redacted] did not end up paying anything to this car rental company and has instead been credited a total of $37.30.
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 /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

VIA Revdex.com WEBSITE
 
April 23, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On April 5, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to two MasterCard cards on which...

she discovered unauthorized charges.  These cards are distributed by Blackhawk, but are not managed by our company.
 
We appreciate Ms. [redacted] providing the card numbers in order to make it easier for us to assist her; however, we do not have access to these cards in any of our systems.  Through research, we were able to identify the cards as MasterCard cards issued by U.S. Bank.  We attempted to reach out to them for further assistance, but have not received a response.  Since we do not have access to Ms. Kahn’s accounts, we are unable to assist her with her dispute or provide a refund.  We suggest that Ms. [redacted] contact U.S. Bank for further assistance.  She should be able to do so by contacting the phone number or website listed on the back of the card.  We apologize for any inconvenience that Ms. [redacted] may have experienced.
 
Accordingly, we consider this matter closed.  Please, reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Custo[redacted]

Initial Business Response /* (1000, 12, 2015/08/05) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 3, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 7, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to an order placed on www.giftcardmall.com that she never received. This website is operated by Blackhawk.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On June 13, 2015, Ms. [redacted] placed an order on www.giftcardmall.com for a $50 gift card. It was issued on June 30, 2015 and should have been received 7-10 business days from that date. We are unsure as to why it was not received. We contacted Ms. [redacted] and she explained that she preferred to have a new card issued rather than a refund. Due to the delay and inconvenience that Ms. [redacted] has experienced, we have issued a new card, which she should receive in 7-10 business days, and refunded her for the order.
Accordingly, we [redacted] consider this matter resolved. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 14, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company refunded my money. Stated they would re-issue the gift card in 7-10 business days. Have not received it yet .if I receive the card then all is resolved. Thank you

Initial Business Response /* (1000, 6, 2015/03/13) */
VIA Revdex.com WEBSITE
March 13, 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 charge 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.
On January 28, 2015, Ms. [redacted] had a large tax refund deposited to her card account. By February 10, 2015, she had spent virtually all of that money. On February 10, Ms. [redacted] claims that she attempted to pay a [redacted] in the amount of $80.46 with her card. She claims that the merchant informed her that the transaction declined, but the money was still deducted from her account. On March 5, 2015, after receiving Ms. [redacted]'s complaint, we sent a transaction statement to Ms. [redacted] so that she could review her charges. There was no charge to her account for $80.46. We have explained to Ms. [redacted] that there may have been an "authorization hold" on her account for this amount, but that it never posted to her account.
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 gift card, but it [redacted] result in an "authorization hold" for the amount of the authorization, which reduces the balance available to the customer for spending. If the transaction is completed, it [redacted] "settle" and be posted to the account. Generally, transactions settle in the amount of the authorization, but sometimes (especially in the case of transactions involving hotels, restaurants, or pay-at-the-pump gas stations), the amount at settlement [redacted] differ from the amount authorized. When the transaction settles, the actual amount of the transaction is posted to the account and the authorization hold is removed from the account. If a 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.
In Ms. [redacted]'s case, this transaction never settled. It has not been deducted from her available balance. As a courtesy for any inconvenience, we have reversed fees on Ms. [redacted]'s account for a total credit of $11.90.
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

Complaint: [redacted]I am rejecting this response because its inaccurate.
My name/address has been blacklisted. No matter which card I use, what order I make, I am getting the same error which itself is incorrect. I have tried multiple cards and my bank tells me the purchase is never attempted.
I have attached the error on the site. There are more instances on the internet of people hitting this 'blacklist'. If the company is not aware of this blacklist, it looks like someone has implemented some code here at an individual level.Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/10/30) */
VIA Revdex.com WEBSITE
October 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On October 7, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to two disputed transactions on her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On August 21, 2015, Ms. [redacted] disputed two transactions because she claimed that the company that she had paid had scammed her. She stated that they did not deliver on their promises. We requested documentation and further information from her. Since Ms. [redacted] failed to provide this, the disputes were resolved as "no error found". Since the timeframe to process a chargeback has passed, we [redacted] uphold the decisions made on these cases.
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
 
            June 16, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE:  [redacted]
 
Dear [redacted].,
 
On June 4, 2017, Blackhawk Network, Inc. (“Blackhawk”)...

received a complaint from [redacted] with respect to a refund for her Visa Gift card.  Blackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank.
 
On October 23, 20153, [redacted] purchased a $500 Visa Gift card from [redacted].  Since [redacted] did not use her card to make any purchases within the first year, a fee of $4.95 posted to her account each month beginning on November 1, 2014.  Per the Terms & Conditions:
 
Service Fee:  $4.95/month after 12 months without any purchases made on your Card
 
After two years of dormancy on the account, the funds were removed by the issuing bank.  It was notated that the funds had been escheated to the state.  On April 22, 2017, [redacted] contacted us because she was unable to access her account.  At this time, the balance was provided, as well as, the account status.  That same day, we reversed the service fees in the amount of $123.75.  A check for this amount will be mailed by Blackhawk today, June 16, 2017.  It generally takes 7-10 business days to be received via USPS.  We have contacted [redacted] regarding this matter and have provided a sample copy of a check so that she is aware of what it will look like.
 
We have also reached out to the issuing bank and requested that they place a stop payment on the original check and reissue it.  The issuing bank has confirmed that this has been done and that a check in the amount of $376.25 would be mailed by June 16, 2017.  [redacted] should receive both checks within 7-10 business days.  We apologize for any delay or inconvenience that [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]

Final Consumer Response /* (2000, 9, 2016/01/19) */
This situation has been resolved.
It was a one time one instance resolution.
Money was refunded, and the $20 on the card has been used.
However, this ruse continues. It is a Scam and should be looked into.
They told me there is no way for...

anyone to get all their cash out of the card without a penalty.
Thank you so much for your help.

VIA Revdex.com WEBSITE
 
December 15, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear **. [redacted],
 
On December 9, 2016,  Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to his attempts to place...

an order on www.giftcardmal[redacted].  This website is operated by Blackhawk Network, Inc.
 
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 Mr. [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, 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] 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

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. Sincerely, [redacted]

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 16, 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 27, 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 mailed Mr. [redacted]'s refund check for $500 on April 22, 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 11, 2015/11/06) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
November 6, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 12, 2015, Blackhawk Network Inc. ("Blackhawk") received a...

complaint from [redacted] with respect to five T-Mobile Prepaid Visa Cards. Blackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank.
On August 8, 2015, Ms. [redacted] purchased five T-Mobile Visa Prepaid cards and loaded $500 to each at the point of sale. On August 11, 2015, Ms. [redacted] attempted to register two of her cards, but failed identity verification on both. A cardholder cannot load additional money to these cards until the cards have been successfully registered (including passing [redacted] verification). This is a requirement of federal law.
Ms. [redacted] could have spent down the funds on these cards by using them anywhere in the United States that Visa Debit is accepted. She chose not to use the cards in this manner and refused to attempt to register the other three cards. On September 22, 2015, Ms. [redacted] requested a refund for all five cards.
We apologize for any inconvenience that Ms. [redacted] has experienced. On October 8, 2015, we processed a refund for all five of Ms. [redacted]'s cards. Although it generally takes about 30 business days to receive a refund check, a check was issued on October 9, 2015. Ms. [redacted] has received and cashed this check.
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

I called customer service after trying several times over a period of time to deal with merchant who took payment and did not deliver merchandise. We submit claim to who we thought was VISA only to find out it is a third party using the VISA name. They turn down our claim saying that based on our agreement (WHAT AGREEMENT THIS IS A GIFT CARD) we must submit within 60 days or basically we are on our own which is exactly what happened. Customer service reps horrific. I ask for addresses of people of phone numbers and was told we are not allowed to provide that. Are you kidding? They basically ended the phone call. It is the thought of a consumer that is buying a product with the VISA name you will have their help and the security of your purchases. This only happens within 60 days and then your money is lost. What a scam. Give people cash or a name brand store gift card. My poor child basically was scammed out of of her 50 dollar gift by not one but two people. I am going to make it my personal mission to inform as many people as I can that companies are only using the VISA name and give your business elsewhere.

Initial Business Response /* (1000, 9, 2015/12/04) */
VIA Revdex.com WEBSITE
December 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On November 11, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to 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 inconvenience and delay that Ms. [redacted] may have experienced. Our records indicate that the card was originally issued on September 14, 2015 and mailed on September 18, 2015. On October 26, 2015, a replacement card was mailed per Ms. [redacted]'s request. Upon receipt of this complaint, we replaced the card again. This time we expedited the shipping and mailed it via UPS. Ms. [redacted] should have received the card by now.
It is our intention that our Reward Card recipients have a positive experience with the cards that we provide.
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 XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

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 21, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

applying funds from his Reloadit Pack to his prepaid card via the Reloadit Safe on www.reloadit.com. Blackhawk's affiliate, Blackhawk Network California, Inc., operates this website and issues the Reloadit Pack.
On August 19, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $100 to it. Mr. [redacted] states that he experienced difficulties accessing the website in order to apply a Reloadit Pack to a prepaid card. Nevertheless, on August 20, 2015, the funds were successfully applied to his prepaid card. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 5, 2014/04/23) */
Revdex.com Complaint Response
RE: [redacted]
Case #: XXXXXXXX
April 22, 2014,
Blackhawk Network (BHN) received a complaint from Mr. [redacted] on April 15, 2014 regarding the $25 PayPower Visa GPR card he received as a gift. Mr. [redacted]...

attempted to use the card for the full $25 and was declined due to insufficient funds. He later found out that a monthly maintenance fee he was unaware of had come off of the card and his remaining balance was not $25.00, but $19.05. Mr. [redacted] requested that he be refunded the maintenance fee, as he received the card as a gift and felt he was ripped off.
As a one-time courtesy, the monthly fee was reversed for Mr. [redacted] and he was able to use the full $25.00 on the card.
We consider this issue to be resolved. Please feel free to contact us with any further questions. Thank you.
Best Regards,
[redacted] L. [redacted]
Customer Service Specialist, CS-Corp
(XXX)XXX-XXXX - Reno Office
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/12/30) */
VIA Revdex.com WEBSITE
December 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] J. [redacted]
Dear Ms. Buenrostro,
On December 8, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On October 19, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $150 to it. Unfortunately, Ms. [redacted] had difficulty applying the Pack to her prepaid card via www.reloadit.com because her prepaid card was not compatible with the Reloadit product. On October 23, 2015, Ms. [redacted] contacted us and requested a refund. It generally takes 30 business days for a customer to receive a refund check in the mail.
We apologize for any inconvenience or delay that Ms. Murray has experienced. We have confirmed that the check was received and cashed on December 9, 2015.
As a result, 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