Blackhawk Network, Inc.

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 14, 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 4, 2015, Mr. [redacted] purchased the Reloadit Pack and provided the Pack information to the fraudster. The next day, Mr. [redacted] contacted customer service to report the scam. By this time, the fraudster had already attempted to use the funds. Fortunately, the fraudster was unsuccessful, and we were able to block the Pack before he could attempt to use it again. Mr. [redacted] was asked to send us copies of the Pack and receipt for verification, which he did. We have processed a refund for his Pack. He should receive a check for the full amount of the Pack by the end of next week.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/07/13) */
VIA Revdex.com WEBSITE
July 13, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 29, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to applying funds from a Reloadit Pack via www.reloadit.com. Blackhawk's affiliate, Blackhawk Network California, Inc., operates this website and issues the Reloadit Pack.
On June 25, 2015, Ms. [redacted] purchased a Reloadit Packand associated $365 to it. She attempted to establish a Reloadit safe at www.reloadit.com, but was unable to do so.. The safe is a requirement for all Reloadit customers in an effort to safeguard our customers from fraud.
We apologize for any inconvenience or delay that Ms. [redacted] experienced. We were able to reach out to her prepaid card company and ensure that the funds were loaded to her card. They confirmed that the Pack was successfully applied on June 30, 2015. That same day, we confirmed with Ms. [redacted] that her prepaid card's balance included the $365.
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, 2015/05/07) */
VIA Revdex.com WEBSITE
May 7, 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 unauthorized transactions on his T-Mobile 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.
Mr. [redacted] disputed nine transactions that he claims he did not make. On April 23, 2015, we applied a provisional credit to Mr. [redacted]' account for all nine transactions. Three of them have been resolved in his favor (so the provisional credit on those transactions is now permanent,), and we have notified him to that effect. We expect to resolve the remaining transactions no later than May 18, 2015, and [redacted] notify Mr. [redacted] as to the results.
We consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 6, 2015/01/21) */
VIA Revdex.com WEBSITE
January 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 6, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted], with...

respect to not being able to obtain balance on his Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On December 29, 2014, Mr. [redacted] called our call center and spoke with one of our first level agents. Since the card is not registered, he was asked to provide the card number and load amount as part of the authentication process. Since the customer did not know the load amount, the agent was unable to provide balance information. The customer was directed to the IVR (Integrated Voice Response) and website for balance information, but was unable to retrieve it because the transaction history for that card had already been archived (the card had not been used for over two years).
On January 8, 2015, I contacted Mr. [redacted] and obtained the card information. I researched the archived transactions and was able to provide him with balance and transaction history on January 9, 2015. The customer stated that was all he wanted to know because he did not want to dispose of the card if there were still funds available.
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, 2015/03/30) */
VIA Revdex.com WEBSITE
March 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 11, 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 March 9, 2015, a block was placed on Mr. [redacted]'s card because we could not verify his identity without additional information. That same day, Mr. [redacted] spoke with our Risk Department. They were able to obtain pertinent information from Mr. [redacted], but we needed to escalate this matter to verify his identity.
On March 17, 2015, our Risk Department unblocked Mr. [redacted]'s card. Mr. [redacted] can now access his money. As a courtesy, we reversed fees on Mr. [redacted]'s account for a total credit of $11.80.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 10, 2015/04/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes The Company Unblocked My Card And I Am Satisfied With The Outcome although it should not have been blocked to begin with I verified myself when I opened the card but I am greatful it was resolved within 8 days

Initial Business Response /* (1000, 10, 2015/05/04) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
May 4, 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 his Canada PayPower Visa Prepaid Cards. 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 March 4, 2015, Mr. [redacted]'s account was closed because of suspicious transaction patterns. Per the terms and conditions of the card:
We may, at any time and for any reason, terminate your Card and/or your use of your Card, for any reason allowed by law, such as if we suspect possible fraud or suspicious activity, or for security reasons.
On March 5, 2015, Mr. [redacted] contacted our Risk department. We requested various documents to verify his identity. At that time, we explained to him that we would refund him once the requested documentation had been received and the refund had been approved. That day, we also closed a second account in Mr. [redacted]'s name.
Mr. [redacted] provided the documentation, and we approved a refund for the remaining balance on both accounts on April 16, 2015. We have processed the refund. Mr. [redacted] should receive a check for the full amount of both cards within 14 days.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 14, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recieved my check last week. The entire process was horrific. No compensation for time lapse. There was no adequate update on the processing of refund. The account was closed 3rd of March, I filed a Revdex.com complaint on 31st of March and the Business is just (4th of May) responding over a month later.
I had to borrow money and pay INTEREST to keep my life in order. This matter [redacted] not be resolved until I get some type of compensation for the hardships caused by Black hawk network and their 2 month processing time while providing inadequate updates.
Something has to be done about the processing time for refunds. This business should not have the rating it does based on the total number of complaints and processing and response times. They [redacted] certainly be hearing from the Canadian consumer protection agengy.

Initial Business Response /* (1000, 8, 2015/09/02) */
VIA Revdex.com WEBSITE
August 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 7, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

disputed charges on his Visa Gift cards. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
On July 25, 2015, Mr. [redacted] contacted customer service to dispute a $200 transaction on each of his five Visa Gift cards. On August 21, 2015, chargebacks were processed with the merchant for all of the transactions. We are awaiting resolution of these chargebacks. 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 first week of October.
We [redacted] be in contact with Mr. [redacted] regarding this matter once the chargebacks have been resolved. If they are resolved in his favor, we [redacted] credit the $200 back to each of his gift cards.
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, 12, 2015/08/28) */
VIA Revdex.com WEBSITE
August 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 3, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to an IRS refund that was credited to 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 February 12, 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 March 20, 2015, our Risk department was able to remove the block on the account based on identity verification. That same day, Ms. [redacted] requested that the account be closed and the funds returned to the IRS.
On June 2, 2015, a check, which included the funds from Ms. [redacted]'s account, was issued to the IRS. This check, #XXXXXX, was received and cashed by the IRS on June 11, 2015. We apologize for any inconvenience that Ms. [redacted] may have experienced. We suggest that Ms. [redacted] contact the IRS regarding this refund. We are unable to offer any further assistance since we no longer have this money.
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, 14, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com, The check that was sent back to the IRS not only took greater than the time quoted of 20 days it did in fact take 87 days, also the company sent a check in the name of me and several other tax payers with similar issues with the company. This caused the IRS to have a processing delay. If I hadn't of went through all of the steps with the complaint process and filing for a tax payer advocate it is unclear whether or not my money would have ever been found in the paper trail. This is a faulty system. Furthermore, when speaking to the card company on multiple occasions I was given several different dates, none of which were June the first as a check issuance date, therefore, I was misled. Through normal channels with the IRS and the card company my money was LOST! I feel this is inexcusable! There is nothing more this company can do, however, I do warn anyone else in doing business with PAYPOWER prepaid card services. Thanks for all of your help in dealing with my issue.
Final Business Response /* (4000, 17, 2015/09/15) */
VIA Revdex.com WEBSITE
September 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 1, 2015, Blackhawk received a rebuttal from [redacted] with respect to our response to her original complaint.
On June 2, 2015, we issued a check to the IRS which included the tax refund from Ms. [redacted]'s account. The IRS cashed this check on June 11, 2015. We apologize for any inconvenience or delay that Ms. [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
Final Consumer Response /* (2000, 19, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
With all do respect to the Revdex.com:
There is no resolution this company can make to accommodate my hardship that has affected me and my family because of this companies lack of professionalism. This money may or may not ever reach my door step and it has taken me countless hours of research, phone calls, and investigating to get even this close to my refund that I, as a tax payer deserve. This was not a simple 50 dollar loss, this was 9,066 dollars of federal monies that the company claimed they sent back in APRIL! They closed my case with out sending my money back, and I had to reopen the case and stir up a bee hive of outside investigations in order for them to give my money back. This has been a nightmare as far a business deals are concerned. There is no excuse for their lack of professionalism when dealing with any person's money, no matter the amount, every dollar counts. I know there is nothing more this company can do for me, and thank goodness for that.

Initial Business Response /* (1000, 9, 2016/02/10) */
VIA Revdex.com WEBSITE
February 10, 2016
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On January 20, 2016, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to a Catherine's egift card that was ordered via the website http://giftcards.kroger.com. This website is operated by Blackhawk.
On November 20, 2015, Ms. [redacted] placed an order for three egift cards. She received the cards, but was unable to redeem the Catherine's egift that she received. On January 20, 2016, we refunded Ms. [redacted] for this card, since she was unable to use it. 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 11, 2016/02/11) */
I have received my refund. Good luck getting a response as they have absolutely no concerns. They owe me several promised responses.

Initial Business Response /* (1000, 8, 2015/07/21) */
VIA Revdex.com WEBSITE
July 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 3, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to applying funds from her Reloadit Packs to a 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.
Ms. [redacted] has experienced difficulties applying funds from a Reloadit Pack to a prepaid card. All Reloadit customers must create a safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is also a card validation period for each new prepaid card that is added to the safe. Currently, the safe is the only method in which a customer may apply the funds from a Reloadit Pack to a prepaid card.
On June 29, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $105 to it. On July 6, 2015, the funds were successfully applied to a prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Since Ms. [redacted]'s money was successfully transferred from her Reloadit Packs to a prepaid card, 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, 2015/03/23) */
VIA Revdex.com WEBSITE
March 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 2, 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 January 29, 2015, Mr. [redacted] purchased a Reloadit Pack and attempted to load it to his prepaid card through our website, www.reloadit.com. Unfortunately, Mr. [redacted] mistakenly went to a cloned website instead. He input his Pack information on this cloned site. This enabled the fraudster to obtain the information and load it to his own account. This is the reason Mr. [redacted] was unable to load the funds to his card.
Our customer service department has explained to Mr. [redacted] that he had used a fraudulent website. We explained that we are unable to provide a refund because the funds have been applied to a third party prepaid card (no doubt controlled by the fraudsters). We suggested that he file a police report, but he refused. If he does decide to file a police report in the future, we [redacted] assist law enforcement agencies in their efforts to apprehend the perpetrators.

We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 11, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I consider myself just a regular working stiff. I have to pay the rent and bills and stay afloat to keep the family happy. $500 is a lot of money to just lose for no real reason. It doesnt make any sense to me that this company feels it can just say awww sorry you got scammed you should have been more careful of a copycat website that looked exactly like ours! Boy arent those fraudsters clever? This last statement was told to me in a phone conversation to blackhawk. Unbelievable that this company can think that it can say that they consider this matter closed! from the very start of first contact when money disapeared they seemed to know exactly what happened but made sure it was my fault. any company that cant back up its products when shown proof of absolute purchase should not be allowed to be in business in the first place! If this is as far as I get in what has been an absolute joke in trying to get my $ refunded I [redacted] make sure I remember the name blackhawk and make sure that I try to let everyone I know not to do any kind of business with this less than ethical sort of company. after more than two and a half months I dont believe that they [redacted] do the right thing anyway.
Final Business Response /* (4000, 13, 2015/04/08) */
VIA Revdex.com WEBSITE
April 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On March 25, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal complaint from [redacted] with respect to our response to his original complaint.
On January 29, 2015, Mr. [redacted] mistakenly went to a cloned website instead of www.reloadit.com. We know this because the actual Reloadit site never tells the customer to wait two hours (or any amount of time) before their funds [redacted] show up in their prepaid account. We know that a number of cloned sites use this "two hour waiting period" in order for fraudsters to apply the money from the Pack before the customer realizes the mistake and calls our customer service.
Unfortunately, we cannot provide Mr. [redacted] a refund because he gave the Pack number to a criminal. We are very sorry that Mr. [redacted] was victimized by this fraud scheme. We have suggested that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators.

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
Final Consumer Response /* (4200, 15, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Don't know what else to do with this! Just cant understand how a business can do everything in their power to just cut and run! Am sure that other people were defrauded this way. Maybe someone can bring suit against this company to have them make it right! I guess I get a $500 lesson. I [redacted] remember Blackhawk network inc.

Final Consumer Response /* (2000, 8, 2015/08/10) */
This issue has been resolved as of 8/3/2915. I have received my refund in full.
It unfortunately took a very long time to get it resolved. Thank you for your assistance in this matter. [redacted]

Initial Business Response /* (1000, 5, 2015/04/15) */
VIA Revdex.com WEBSITE
April 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 7, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on a Visa Gift card. . 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 the funds on this card.
On March 22, 2015, Ms. [redacted]'s husband returned merchandise and had the refund posted to this gift card instead of the card that had been used to make the purchase. That caused the balance of the gift card to exceed the initial value of the card. When that happens, our system automatically blocks the card due to suspected fraud (a common fraud scheme is to post phony refunds to a gift card and then withdraw the money before the fraud is discovered). On March 25, 2015, Ms. [redacted]'s husband contacted our customer service for assistance.
On March 31, 2015, our Risk Department left a message advising that we required a copy of the receipt for this refund in order to unblock the card. On April 8, 2015, the appropriate documentation was received and the block was removed. Ms.[redacted] now has access to the remaining balance on her 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
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The card was unblocked and then when my husband tried to use it, it blocked it again. I called this afternoon and was told it was because the amount was $80 on a $50 card. The same $80 that caused the issue to begin with!!! After 3 more calls I was able to get a hold of someone who was able to fix it without a ridiculous song and dance as before.
Regarding the email receipts, no one ever contacted us. Ever. Every call was made by us. In fact, I called over a week ago to corporate requesting a call back and no one has bothered to do so. Second, I emailed the receipts in April 1 (have the email to prove it) I was told by "customer service" that they never received it. Ironically, when I filed this complaint and was contacted by Heidi, I forwarded her the email as proof and wouldn't you know it...she found the original right away. So they most certainly did not receive it on the 8th as they claim, but rather decided to actually do something about it on that date (5 days AFTER I was originally promise they would (on top of the run around from the get go).
They did say they are mailing $25 on an additional gift card instead of the $100 I requested. Considering what they have put my family through now combined with having to spend another two hours on the phone getting the second block removed (which was solely their doing that time) the $25 is unacceptable.
Final Business Response /* (4000, 9, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 16, 2015, we received a rebuttal from [redacted] to the response we submitted to her original complaint.
We recently spoke to Ms. [redacted] via the telephone regarding her complaint. We consider this matter closed. Please reach out with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Final Consumer Response /* (4200, 11, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from the corporate customer service director. She apologized for the issues.During the call, she mentioned that calls CAN be transferred to the risk department to assist with blocks. So that means everyone lied to us on every call as well as drug this out for nearly a month for no reason.
My request for $100 additional compensation still stands, especially after learning this could have been resolved practically same day

Initial Business Response /* (1000, 9, 2015/10/05) */
VIA Revdex.com WEBSITE
October 5, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On September 10, 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 August 19, 2015, Mr. [redacted] purchased a Reloadit Pack at2:52 pm (PT) at a supermarket in Salem, Oregon.
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 have discovered several such sites and continue to contact those sites' hosts to request that the sites be taken down; nevertheless, they keep popping up). We are positive this is the case, because the actual Reloadit site requires every customer to create a safe using their email address. Mr. [redacted] had previously created a safe on our website, but this Reloadit Pack was never added to it. Instead, the Pack was added to someone else's safe (one established by a fraudster) and the funds were loaded to a prepaid card that they controlled. In order for someone to add a Pack to their safe and apply the funds, they need to know the Pack PIN, which is hidden under the "scratch off", and the exact amount associated with the Pack. When Mr. [redacted] entered this information on the cloned site, he gave the fraudsters the information they needed to steal his funds.
Unfortunately, we cannot provide a refund to Mr. [redacted] because he gave the Pack number to a criminal. We suggest that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted], ** XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 11, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your explanation. It does not address the impact of this loss to me. Unfortunately when I logged into your bookmarked site, your site was down. I googled reloadit and received the site to enter the information. While this may have been as you say a fraudulent site, it was identical to your site. The difficulty you continued to experience with "down site" contributed to the confusion. On the day I spoke to your agent on the phone and was advised to file a police report I did in fact do this. The Polk County Oregon Sheriff Deputy, [redacted], filed a report of my loss of $100. The case #XX-XXXX is on record for you to investigate the loss of money. I followed the procedure to purchase and load my account. $100 is a significant loss to me and clearly not to you. I expect a satisfactory resolution from you as a loyal customer for over three years.
Final Business Response /* (4000, 15, 2015/11/05) */
VIA Revdex.com WEBSITE
November 5, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On October 20, 2015, we received a rebuttal from [redacted] in regards to our response to his original complaint.
We sincerely apologize that Mr. [redacted] fell victim to this fraud and that his hard-earned money was taken from him. We have a team dedicated to fraud investigations so that we may try our best to protect our customers and their accounts. We [redacted] work with law enforcement in their efforts to apprehend the perpetrator(s) in this case.
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
Final Consumer Response /* (4200, 17, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no effort of Blackhawk to satisfy customers. If mine was an isolated incident then I could accept this decision. But there have been many users hurt by such events. I am sorry that Revdex.com was not able to effect a more positive response from this company. Continuing to recommend them with high rankings is disappointing and clearly not reflexive of real user experiences.

Initial Business Response /* (1000, 8, 2015/10/12) */
VIA Revdex.com WEBSITE
October 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On September 24, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] Litzey...

with respect to unauthorized ATM transactions made with her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
Unfortunately, Ms. [redacted] appears to have been the victim of identity theft. On September 14, 2015, someone impersonating Ms. [redacted] (a fraudster) called our customer service and requested to have her address updated. The fraudster had already stolen Ms. [redacted]'s identity, so she was able to provide all the information required to authenticate her over the phone. Since the customer service agent was able to properly authenticate the caller, the agent made the requested change to Ms. [redacted]'s account. The fraudster then asked for a replacement card and requested the account balance.
On September 23, 2015, a direct deposit posted to Ms. [redacted]'s account. Since the fraudster had requested the replacement card, the customer was able to check the balance and withdraw funds from this account via an ATM. Later that day, Ms. [redacted] contacted us to dispute theunauthorized ATM transactions that had posted to her account.
On September 23, 2015, we applied a provisional credit to Ms. [redacted]'s account in the amount of $407.95. We expect to resolve this case no later than November 7, 2015. We [redacted] notify Ms. [redacted] as to the results. If the dispute is resolved in her favor, then the credit [redacted] remain permanent. As a courtesy, we have reversed fees in the amount of $19.70 on Ms. [redacted]'s account.
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, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My only concern is [redacted] this happen again?

Complaint: [redacted]I am rejecting this response because: it does not address the concern. All it says is that we know its this way, but we wont do anything about it. No repair is performed and no actionable or useful information is presented.Sincerely,[redacted]

VIA Revdex.com WEBSITE
 
April 19, 2018
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On April 14, 2018, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an orders that she placed on...

[redacted] that was cancelled.  This website is operated by Blackhawk.
 
Giftcardmall.com 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, Giftcardmall.com 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 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
Customer Service Specialist
[redacted]

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 17, 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 June 30, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $400 to it. Unfortunately, Mr. [redacted] had difficulty accessing the safe at www.reloadit.com. The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. Since the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Mr. [redacted] requested a refund for his Reloadit Pack.
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 July 20, 2015. Mr. [redacted] should receive the check within a week if he has not already done so.
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, 2014/06/18) */
Revdex.com Complaint Response
RE: [redacted] Jr.
Case #: XXXXXXXX
June 18, 2014,
Blackhawk Network (BHN) received a complaint from Mr. [redacted] on June 2, 2014 in regards to the tax refund he opted to have deposited onto a Visa PayPower...

card. Mr. [redacted] stated that he did not receive his PayPower card in the mail. His card was then resent, but had a block on it. He was asked to prove his identity by sending in copies of his driver's license, a utility bill within the past 30 days, and a copy of his social security card in order to release the hold on his card. Upon receiving his identification, BHN had deemed the ID compromised. Mr. [redacted] would like his tax refund and his card unblocked.
Mr. [redacted] was advised on June 2, 2014 that because he could not provide a valid proof of identity, the card could not be unblocked. However, he was told that once the dispute process was complete, a check for the suspended amount of tax refund would be sent via mail to his address.
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, 5, 2015/05/18) */
VIA Revdex.com WEBSITE
May 18, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 24, 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 April 24, 2015, Mr. [redacted] had an unusually large direct deposit posted to his account. This caused our system to block his 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, Mr. [redacted] contacted customer service to check on the status of his account. We explained to him that there was a block on his account. The agent informed him that the issue would be escalated to our Risk Department and someone would be in contact with him.
On May 1, 2015, our Risk department received the necessary documentation and removed the block on Mr. [redacted]'s account. As a courtesy, we reversed fees on Mr. [redacted]'s account for a total credit of $20.75
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