Blackhawk Network, Inc.

VIA Revdex.com WEBSITE
 
April 18, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On April 1, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to the closure of ten Visa Gift cards. ...

Blackhawk is the program manager for these cards on behalf the issuer, MetaBank.
 
On January 9, 2017, Mr. [redacted] accounts were closed by request of the sponsor bank. Per the terms and conditions of Mr. [redacted] card:
 
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.
 
We have processed a refund for the amount of the ten cards in the amount of $2000.  The check will be mailed by the end of this week.  It generally takes 7-10 business days to be received via USPS once it is mailed.  We have reached out to Mr. [redacted] with this information and have provided him a sample copy of a check so that he is aware of what it will look like.  We apologize for any delay or inconvenience that Mr. [redacted] may have experienced. 
 
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 /* (4000, 11, 2015/06/09) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
June 9, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to her 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.
On January 16, 2015, our system blocked Ms. [redacted]'s card account due to suspected fraud. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. On March 9, 2015, Ms. [redacted] contacted customer service and requested to cancel her account. In order to provide a refund for the remaining balance, we still needed to verify Ms. [redacted]'s identity.
Finally on May 12, 2015, we were able to speak with Ms. [redacted] and complete the first part of the verification process. We also requested documentation to further verify Ms. [redacted]. We received that documentation on May 26, 2015. It normally takes 20-30 business days to receive a refund. On June 4, 2015, we issued Ms. [redacted]'s check for the remaining balance on her account. She should receive the check for $478 within 7-10 days.
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 /* (2000, 13, 2015/06/10) */
6-9-15
Sent via email:
I received the refund on Monday, 6/9/15. Thanks for your help.
[redacted]
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/04/20) */
VIA Revdex.com WEBSITE
April 20, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 3, 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 March 31, 2015, Ms. [redacted] states she had a balance of $500 associated with her card. She attempted to pay a [redacted] in the amount of $295.88 with her card. The merchant informed her that the transaction was declined due to an address mismatch. She tried to submit the transaction again, but this time, it was declined due to insufficient funds. Although Ms. [redacted] thinks she lost the $295.88, she did not. The following should explain what happened.
The first transaction was approved by MetaBank, because Ms. [redacted] had enough money associated with her card to make the purchase. The transaction was rejected by the processor, however, due to an address mismatch. Therefore, the merchant got a decline message. Although the merchant did not complete the transaction, an authorization hold was placed on the card in the amount of $295.88.
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 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.
Because of the authorization hold, the available balance associated with Ms. [redacted]'s card was reduced by $295.88, from $500 to $204.12. Therefore, when Ms. [redacted] tried to put the $295.88 transaction through again, MetaBank declined it, because she did not enough available funds. Of course, the first transaction never settled and the authorization hold was released on April 7, 2015 by the merchant. This made the $295.88 available for use. As a courtesy for any inconvenience, we have reversed fees on Ms. [redacted]'s account for a total credit of $25.75.
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 /* (2000, 7, 2015/04/23) */
4-23-15
Sent via email:
Thanks for the email, and your help! I apologize for the delay in responding; my difficulty with "Pay Power" (MetaBank) resulted in some "automatic payments" not being honored when charged. This caused the suspension of my internet service and e-mail privileges. Like many who utilize the services offered by a "pre-paid" debit card (I would guess) my budget doesn't allow for any "holds" on what funds I have!
The good news is: yes, the company that issues the PayPower debit cards had released their "hold" on funds within 7 days of my report to you! They released the funds that were the subject of my complaint AND refunded r months of "maintenance fees" (@ $5.95 per month) that I had mentioned to a customer service person on the occaision that I had managed to contact a living human being when I called their "24/7 help line". I had mentioned it because in the 5+ years I had used the service....there had been no monthly charge assessed, as long as there was at least some activity on rhe account. Apparently it still isn't a part of the "terms and conditions" I had agreed to with my use of the card!
So, pleased consider the problem "Resolved", and me, a grateful consumer! I have serious doubts about this business (MetaBank) now - in contrast to my previous position in their regard. I recommended them to family and friends in the past. I won't, in the future. I don't believe I would have gotten the favorable result that I did - without the action of the Revdex.com. Thanks, so much!
[redacted]

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, 2015/04/15) */
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

Final Consumer Response /* (2000, 6, 2015/05/11) */
I finally got to talk to a supervisor and he agreed to put $50 back on the card. This has been done and the $50 was successfully spent. This matter has been resolved.

Dear Sir or Madam; I just checked my balance on this card and it is still a negative $22.54. Therefore I do not accept this as being resolved. [redacted]

Initial Business Response /* (1000, 8, 2015/04/08) */
VIA Revdex.com WEBSITE
April 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 17, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

an unauthorized PayPower Visa Prepaid Card that had been registered in her name. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for these cards on behalf of the issuer, The Bancorp Bank.
Ms. [redacted] stated that she applied for a job online that turned out to be a scam. The fraudsters used an online job listing to obtain personal information from people that enabled them (the fraudsters) to open prepaid accounts. Ms. [redacted] stated that she did not authorize her information to be used in this manner and she never requested the account.
As Ms. [redacted] requested, we closed the account that was registered in her name. She declined to accept a refund for any money remaining in this 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
Initial Consumer Rebuttal /* (2000, 10, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The account was finally closed per my request.

VIA Revdex.com WEBSITE   September 21, 2017   Revdex.com Complaint Case: 12369243   RE: [redacted]   Dear [redacted],   On September 6, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a...

complaint from [redacted] in regards to a charge on his Visa Gift card. Blackhawk is the program manager for several different Visa Gift cards on behalf of the issuing bank.   On December 7, 2017, we reached out to Mr. [redacted] to obtain his card information so that we could respond specifically to the issue in his complaint.  Mr. [redacted] responded the next day stating that he no longer has the card in his possession.  Unfortunately, we are unable to research the specifics of this matter without the card information.    Mr. [redacted] states that he had a $75 card, but only $62.50 was accepted at the establishment where he chose to use his card.  This is most likely due to the gratuity allowance that is set at this establishment.  Although the card may have had a $75 balance, the personnel at this establishment could not charge the full amount in order to ensure that funds were available in the event that Mr. [redacted] would have like to include a gratuity on this card.  According to the Terms & Conditions of the Cardholder Agreements for our various Visa Gift cards:   Some restaurants and some other service-oriented merchants may factor in an additional 20% (or more) to cover any tip you may leave on the purchase.  If this occurs, and your total bill, after adding in the additional 20% (or more), exceeds the amount available in your card account, your transactions will be declined.  Accordingly, you may want to ensure that your card account has an available balance that is 20% (or more) greater than your total bill prior to using your Card.   At this time, any tolerance hold that was placed on the card over the $62.50 that was charged should have been returned to Mr. [redacted] card.  We apologize for any delay or inconvenience that Mr. [redacted] may have experienced.  Furthermore, we appreciate his feedback regarding our customer service and will use it as an opportunity to improve.               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 89511 [redacted]

VIA Revdex.com WEBSITE
 
January 20, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On January 11, 2017, 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 December 30, 2016, [redacted] used his Visa Gift card to make a purchase at a restaurant for $83.33.  The restaurant posted a charge of $122.54.  On January 5, 2017, [redacted] contacted customer service to dispute the amount of the transaction that had posted to his card.  On January 15, 2017, we received a dispute form from [redacted].  We have filed a chargeback for the amount of $39.21, which is the amount in question.  The merchant has until March 7, 2017 to respond to this chargeback.  If the chargeback is accepted, then the Disputes team will credit [redacted]’s card account accordingly. 
 
We will be in contact with [redacted] regarding this matter once the chargeback has been resolved.  If it is resolved in his favor, we will credit the $16.67 back to his Visa Gift card.
 
At this time, 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]
[redacted]

Initial Business Response /* (1000, 5, 2015/07/10) */
VIA Revdex.com WEBSITE
July 10, 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 a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On June 25, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $130 with it. Ms. [redacted] had difficulty creating and accessing her Reloadit 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, Ms. [redacted] requested a refund for her Reloadit Pack.
We have processed a refund for Ms. [redacted]. The check was issued on July 2, 2015. She should receive it by the end of next week if she 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 Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am annoyed to say I have received the check for the sum of 130.00 but [redacted] be unable to cash it. The name on the check is not mine. The name on the check is [redacted]. As you can see there is a discrepancy in the spelling. My bank [redacted] not deposit the check bc of the misspelling. So as far as I am concerned, I have not received my refund. Furthermore, I signed my name to the bottom of every email I sent to Ms [redacted]. So I am confused as to why the correct spelling was so difficult to print. I am hoping there is something that can be done about this. I obviously still have the check and have emailed and called Ms [redacted] in regards to the matter and hope to be contacted soon.
Final Business Response /* (4000, 11, 2015/07/27) */
VIA Revdex.com WEBSITE
July 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On June 29, 2015, we received a rebuttal from [redacted] with respect to our response to her original complaint.
We apologize for any inconvenience Ms. [redacted] may have experienced as result of this oversight. Another check was issued with the corrected information on July 20, 2015. She should receive it within 7-10 days of that date.
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, 2015/01/29) */
VIA Revdex.com WEBSITE
January 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 22, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to the shipping of an order placed on Gift Card Mall. Gift Card Mall is a website operated by Blackhawk.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On January 15, 2015, Ms. [redacted] placed an order on Gift Card Mall and requested "Express" shipping. Her order was delivered on January 21, 2015, which is within the 2-5 business days as stated on the website. Ms. [redacted] had anticipated receiving her order on Monday, January 19, 2015 due to the following verbiage provided in the "FAQs" online:
Express - Your order will arrive within 2 - 5 business days. This includes real-time tracking of the delivery of your order. Express packages cannot be delivered on weekends. All purchases ordered Thursday or later will not be delivered until Monday of the following week.
We do understand how this information could have been misconstrued and have refunded the total cost of shipping in the amount of $23.48. We have also brought the phrasing of our "FAQs" to the attention of the appropriate personnel for revision.
Accordingly, we will 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, 7, 2015/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business fully refunded my express shipping without question and stated that they would update the confusing language on their website. They handled this professionally and fairly. I am satisfied with the result.

Business Response /* (-10, 14, 2014/11/11) */
VIA Revdex.com WEBSITE
November 11, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 6th, 2014, Blackhawk Network, Inc. (Blackhawk) received the first notice of a complaint from Mr. [redacted],...

with respect to a PayPower ReLoadit refund request. Blackhawk is the program manager for this card, on behalf of the issuer, either MetaBank or Sunrise Bank.
BHN apologizes for the inconvenience Mr. [redacted] experienced with his ReLoadit Pack.
When attempting to search for Mr. [redacted]'s account with the information provided, we were unsuccessful. In Blackhawk's best attempt to assist the customer, we tried to contact Mr. [redacted] numerous times (October 7th, 9th, 14th, and lastly, on November 4th) via the phone number and email provided in the Revdex.com; to which, he has not responded.
Due to no response, we will consider this complaint resolved.
Best Regards,
[redacted]
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

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

respect to two Reloadit Packs that she purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On January 26, 2015, Ms. [redacted] contacted customer service to report the scam. By this time, one of the Packs had already been used. We were able to block the other Pack from use. The customer was asked to send us copies of the Packs and receipt for verification, which were received in a timely manner. We mailed Ms. [redacted]'s refund check for $450 on April 9, 2015. She should receive it within two weeks of that date.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 10, 2015/04/15) */
This complaint is now resolved. I received a check today. Thanks to the Revdex.com. I would not have received resolution without you.
[redacted]

VIA Revdex.com WEBSITE
 
December 23, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear **. [redacted],
 
On December 20, 2016,  Blackhawk Network Inc. (“Blackhawk”) received a rebuttal from [redacted] with respect to our response to his original complaint.
 
Our compliance department has reviewed the order via our automated screening process as well as manual review.  If further verification was required, Mr. [redacted] would have been contacted via email or text.  We do not blacklist anyone, Mr. [redacted] is welcome to submit an order for review at any time.
 
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]

Initial Business Response /* (1000, 10, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 10, 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 March 22, 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 April 16, 2015, Ms. [redacted] received the replacement card and has since used her card without any further issues. Since it took a total of 19 business days for Ms. [redacted] to receive her card, we have reversed fees on Ms. [redacted]' account for a total credit of $32.90.
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 Consumer Rebuttal /* (3000, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did return the fees, but that doesn't cover the cost of the money I had to borrow because of your worker saying when they should be there and they weren't .! Which I had to borrow money to pay my notes
Final Business Response /* (4000, 14, 2015/05/11) */
VIA Revdex.com WEBSITE
May 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 28, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] in regards to our response to her original complaint.
On March 22, 2015, we sent Ms. [redacted] a card via the United States Postal Service. Unfortunately, we have no control over the delivery process once it has been shipped. Generally, it does take 7-10 business days for a customer to receive a card via this method once it has shipped. We apologize that Ms. [redacted] did not receive her card in that timeframe. We did credit her account with $32.90 as a sincere token of our apologies for any inconvenience.
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
Final Consumer Response /* (4200, 16, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this!
I had to borrow money because I was late and my insurance is due and I'll be late again because I had to pay back the money I borrowed because of this company ! Yall shouldn't have told me when it [redacted] get here because I was checking for it and it was never there! It's when I told my insurance company I [redacted] pay them and all because of this scam company I was late! Please be expecting a court date

Initial Business Response /* (1000, 5, 2015/08/06) */
The complainant has filed against the wrong company. Blackhawk Claims Service, administrates auto claims for insurance companies.
Final Business Response /* (1000, 14, 2015/08/31) */
VIA Revdex.com WEBSITE
August 31, 2015
Better Business...

Bureau
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 7, 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. Techau states that she experienced difficulties applying her Reloadit Packs 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.
Ms. [redacted] states in her complaint that she purchased two Reloadit Packs. She applied $100 to one and $200 to the other. Unfortunately, Ms. [redacted] appears to have been the victim of a cloned site in regards to the $100 Pack. She certainly did not go to www.reloadit.com; instead, she went to a site that looked like www.reloadit.com but was not (we have discovered several such sites in the past and continue to contact those sites' hosts to request that the sites be take down as soon as we are made aware of them; nevertheless, they keep popping up). We are positive that this is the case because the actual Reloadit site requires every customer to create a safe or log into their safe using their email address. The Pack is then applied to the safe. In this case, Ms. [redacted]'s $100 Pack was never applied to her safe.
When Ms. [redacted] entered the Pack number on the cloned site, she gave the fraudsters the information they needed to transfer the money on this Pack to a prepaid card that they controlled. By the time Ms. [redacted] realized that the funds were not on her card or in her safe, the fraudsters had done just that. We suggest that Ms. [redacted] file a police report in regards to this matter. We [redacted] assist law enforcement in their efforts to apprehend the perpetrators.
On July 8, 2015, Ms. [redacted] purchased the $200 Reloadit Pack. Unfortunately, the card to which Ms. [redacted] initially attempted to load the funds was not compatible with the Reloadit product. On August 7, 2015, we reached out to Ms. [redacted] and provided her a link that listed all of the Reloadit Partners. On August 11, 2015, the funds were successfully applied to a prepaid card that is a Reloadit prepaid partner. 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

VIA Revdex.com WEBSITE
 
September 14, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On September 3, 2017, Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to a $200 “Style...

Everywhere” Visa Gift card.  Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
 
On August 27, 2017, Ms. [redacted] purchased a “Style Everywhere” Visa Gift card at her local Lowe’s store for $200.  As stated on the card packaging, this card may be used at “any fashion retailers where Visa debit is accepted”.  This means that the card may be used at department stores, upscale boutiques, accessory shops, shoe stores, and men’s clothing and accessory stores.  Ms. [redacted] has stated that the verbiage should be changed as this was misleading to her as she believed that the card could be used anywhere; regardless of the type of business.  We appreciate Ms. [redacted]’s feedback and apologize for any inconvenience and/or misunderstanding that she may have experienced.
 
As of September 4, 2017, Ms. [redacted] had depleted the entire balance of this card.  She was successfully able to use it at various retailers.
 
Accordingly, we now 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 89511
[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
VIA Revdex.com WEBSITE
June 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 29, 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 1, 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. Ms. Williams did not receive the card we sent, so we sent a replacement. On March 19, 2015, Mr. [redacted] requested to cancel his card and have a refund issued to him for the balance. It generally takes 30 business days to receive a refund check.
On April 24, 2015, we issued a refund check to Mr. [redacted]. Unfortunately, that check was returned to us as undeliverable. We confirmed the address and reissued the check on May 29, 2015. Mr. [redacted] should receive the check within a week. We apologize for any inconvenience.
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, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent me two checks not sure what to do with the second one but I cashed the first one