Blackhawk Network, Inc.

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, 5, 2015/02/23) */
VIA Revdex.com WEBSITE
February 23, 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 PayPower Visa Prepaid Card to which he 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.
On February 5, 2015, Mr. [redacted] filed his taxes through TaxAct and registered for a PayPower card. It normally takes 7-10 business days for the card to be delivered. On February 20, 2015, Mr. [redacted] received his card and has since used his card to make purchases at retail locations and to withdraw funds at ATMs without any further issues. To date, Mr. [redacted] has not been charged any fees.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
2-26-15
Sent via email:
[redacted]
resolved

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, 10, 2016/02/24) */
VIA Revdex.com WEBSITE
February 24, 2016
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]:
On February 2, 2016, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to his PayPower Visa TravelMoney Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On November 10, 2014, Mr. [redacted]'s account was blocked and subsequently closed due to suspicious transactions. We received an alert from the issuing bank advising us of these transactions. Per the Cardholder Agreement:
We may cancel or suspend your card account at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity on your card account), subject to applicable law.
On July 24, 2015, Mr. [redacted] contacted us regarding the status of his account. We requested various documents to verify his identity. Mr. [redacted] did provide the requested documentation; however, we are unable to reopen a closed account. We did reverse all of the monthly maintenance fees that had accrued during the time that Mr. [redacted]'s account was not accessible to him.
On February 10, 2015, a check for the full amount of $1000 was issued to Mr. [redacted] at the address to which the account was registered. Mr. [redacted] should receive the check very soon if he has not already done so. The check [redacted] arrive in a "postcard" style 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
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

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 6, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to four...

PayPower Visa Prepaid Cards that she purchased as a result of a scam. Three cards were loaded with $500; one card was loaded with $395. Blackhawk is the program manager for these cards on behalf of the issue, MetaBank.
On February 12, 2015, Ms. [redacted] contacted customer service to report the scam. One of the cards (for $500) had been totally redeemed by the fraudster. We are unable to process a refund for this card, since we do not have the funds for this card. We mailed Ms. [redacted] a refund check for $1359.30 on April 20, 2015. She should receive it by the end of the month. She [redacted] receive another check for $35.70 shortly thereafter, for a total refund of $1,395.
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, 11, 2015/12/29) */
VIA Revdex.com WEBSITE
December 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 16, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to two Visa Gift cards that were ordered via www.giftcardmall.com . This website is operated by Blackhawk.
On December 16, 2015, we refunded Ms. [redacted] for the order placed on October 8, 2015. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Accordingly, we 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, 13, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

VIA Revdex.com WEBSITE
 
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]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/03/06) */
VIA Revdex.com WEBSITE
March 6, 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 her tax refund deposited. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank.
We apologize for any inconvenience Ms. [redacted] experienced as a result of not having her PayPower card to access her tax refund.
On February 4, 2015, Ms. [redacted] filed her taxes through TaxACT and registered for a PayPower card. We sent her card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered. Ms. [redacted] did not receive the card we sent, so we sent a replacement. On February 28, 2015, Ms. [redacted] received the replacement card and has since used her card to make purchases at retail locations without any further issues. Since it took a total of 16 business days for Ms. [redacted] to receive her card, we have reversed fees on Ms. [redacted]'s account for a total credit of $36.90.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/07/16) */
VIA Revdex.com WEBSITE
July 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

unauthorized charges on her Visa Gift card. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
On January 21, 2015, Ms. [redacted] contacted customer service to begin the dispute process for two unauthorized charges on her card. We asked Ms. [redacted] to provide a completed dispute form, a copy of the front and back of the card, and proof of purchase. Ms. [redacted] provided all of the requested documentation required to investigate her case in a timely manner.
On July 14, 2015, Ms. [redacted]' case was resolved in her favor. A credit of $500 was applied to her card. She may use the card anywhere that Visa Debit cards are accepted within the U.S.
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

I think it is ridiculous for the card to clearly state "FUNDS DO NOT EXPIRE" but after the valid thru date you have to pay $15.00 to get a new card. Why can't the original card be reactivated for free if funds aren't expired. It's just a way to make more money in addition to the $3.95 maintenance fee. What is the maintenance for because it's not keeping the money on the card active. I've never had a card with fine print like this and plan to never use one again.

VIA Revdex.com WEBSITEMarch 31, 2016Revdex.comComplaint Case: [redacted]RE: [redacted]Dear [redacted]On March 4, 2016, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to eleven orders placed on [redacted]. This website is operated by...

Blackhawk.On March 1, 2016, [redacted] placed eleven orders on [redacted] for personalized Visa Gift cards. There is an option on the website that allows one to choose a custom Visa card. Once someone clicks on that option from the homepage of the website, one is directed to a page that allows the customer to upload an image. On that page where a photo is uploaded it states the following:If you are using a company logo or other copyright material please use our Corporate site to design your image. We can only accept personal images on [redacted]A link is actually attached to the word "Corporate" to direct customers to our Incentive CardLab site in the event that a company logo or copyrighted material is being used. We apologize for any misunderstanding or inconvenience that [redacted] may have experienced. On March 5, 2016, [redacted] did replace all eleven orders through [redacted] All orders were shipped with no further issues.Accordingly, we consider this matter closed. Please, reach out to us with any further questions.Best Regards,[redacted]Blackhawk NetworkCustomer Service Specialist[redacted](Response - [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 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 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.
On February 5, 2015, Ms. [redacted] filed her taxes through TaxAct and registered for a PayPower card. We shipped the card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered. On February 23, 2015, Ms. [redacted] received her card and has since used her card to make purchases at retail locations and to withdraw funds at ATMs without any further issues. Since it took 12 business days for Ms. [redacted] to receive her card, we have reversed the fees on Ms. [redacted]'s account for a total credit of $30.95.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2015/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though, I [redacted] not use this company again, the matter is resolved.

Initial Business Response /* (1000, 18, 2015/12/14) */
VIA Revdex.com WEBSITE
December 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 26, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to an order placed on www.giftcardmall.com . This website is operated by Blackhawk Network Inc.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
We have contacted Ms. [redacted] several times, but haven't received a response. We are unable to locate any order under her name. In order to assist her, we would need the order number and the name under which the order was placed. Unfortunately, we are unable to assist Ms. [redacted] in resolving this matter unless we receive this information.
Accordingly, we [redacted] consider this matter resolved unless further details are provided. 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, 2015/06/09) */
VIA Revdex.com WEBSITE
June 9, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 21, 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 these cards on behalf of the issuer, MetaBank.
On February 3, 2015, Mr. [redacted] contacted customer service. He stated that his wife had purchased a $300 gift card on January 18, 2015. When Mr. [redacted] tried to use the card, he discovered that there was only $1.26 left on the card. A $298.74 purchase from Walmart had been made on January 19, 2015.
We asked Mr. [redacted] to provide a completed dispute form, a copy of the front and back of the card, the activation slip and a bank statement showing the purchase.
Mr. [redacted] provided the form, the copies of the card, and the activation slip, but failed to provide a copy of the bank statement. Nevertheless, as a courtesy, we credited Mr. [redacted]'s Visa Gift card with the disputed amount of $298.74 on June 5, 2015. Mr. [redacted] may now use his card to spend the available balance.
We consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 10, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased 3 [redacted] cards at my local grocery store. I put amounts on the cards in order for 3 family members to be able to use funds while we were on vacation. In attempting to register the cards, two of the cards were unable to be registered. I called their customer support to attempt to resolve the issue. This is when all the trouble began. I dealt with 4 different customer service employees. To a person they were rude, unhelpful, and basically combative. Each assured me they had fixed the problem and each time they hadn't. The funds were never available for the trip on the cards and to make matters worse, I was unable to get the money off the cards in order to use in a different manner.
This company is TRULY a nasty company. They charge for services that don't work. While my money was stuck on their card and I was on vacation, they were charging service fees on the money!!!! I attempted to use an ATM to find out the balance on one of the cards and it wouldn't give me the balance and yet when I finally got access to the statement of the card, they had charged me for attempting to get the balance from the ATM.
I am not one who writes reviews. I cannot express to you how angry, frustrated, and simply blown away I am that a company that is this inept, unfriendly, and unhelpful can exist in this day and age. THEY ARE THE SINGLE WORST BUSINESS EXPERIENCE THAT I HAVE EVER HAD. At this time, I have resolved 2 of the 3 cards and am working on getting what's left of my money off the other card. It is now 3 weeks since I've returned from my vacation. They made sure to charge me service fees the entire time.
DO NOT USE THIS COMPANY'S CARDS. THEY ARE OTHER ALTERNATIVES THAT WORK MUCH BETTER.

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 have received, and deposited, the $100 check on August 25, 2017 and am awaiting the $5.95 refund check's arrival.Sincerely, [redacted]

VIA Revdex.com WEBSITEMarch 24, 2016Revdex.comComplaint Case: [redacted]RE: [redacted]Dear [redacted]On March 1, 2016, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect to two Reloadit Packs....

Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.On February 18, 2016, **. [redacted] purchased two Reloadit Packs and associated $500 to each. Unfortunately, **. [redacted] had difficulty applying the Packs to her prepaid card via [redacted] because her prepaid card was not compatible with the Reloadit product. On February 20, 2016, **. [redacted] contacted us to request a refund. It usually takes 30 business days for a customer to receive a refund check.We apologize for any inconvenience or delay that **. [redacted] may have experienced. We processed a refund for the full amount of her Reloadit Packs. The check was cashed on March 16, 2016.Since **. [redacted] has received her refund, we now consider this matter to be resolved. Please, reach out to us with any further questions.Best Regards,[redacted]Blackhawk NetworkCustomer Service Specialist[redacted](Response - [redacted] - [redacted]

Initial Business Response /* (1000, 5, 2015/07/16) */
VIA Revdex.com WEBSITE
July 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to unauthorized charges on her Visa Gift card. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
On January 21, 2015, Ms. [redacted] contacted customer service to begin the dispute process for two unauthorized charges on her card. We asked Ms. [redacted] to provide a completed dispute form, a copy of the front and back of the card, and proof of purchase. Ms. [redacted] provided all of the requested documentation required to investigate her case in a timely manner.
On July 14, 2015, Ms. [redacted]' case was resolved in her favor. A credit of $500 was applied to her card. She may use the card anywhere that Visa Debit cards are accepted within the U.S.
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, 2015/06/29) */
VIA Revdex.com WEBSITE
June 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 5, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

an unauthorized transaction on his PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
Mr. [redacted] disputed a transaction that had not been refunded even though he claims that he had returned the merchandise. On June 18, 2015, we were able to resolve this matter in Mr. [redacted]'s favor. A credit in the amount of $193.95 has been posted to his account.
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