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Blackhawk Network, Inc.

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Reviews Blackhawk Network, Inc.

Blackhawk Network, Inc. Reviews (581)

On March 22, 2016, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from Ellen [redacted] with respect to an unauthorized charge on her Visa Gift card. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
 
On November 29, 2015, Ms. [redacted] contacted...

customer service.  She stated that she had received the card as a gift.  When Ms. [redacted] tried to use the card, she discovered that there was a $0 balance.  A $50 purchase from [redacted] had been made on November 9, 2015.
 
We asked Ms. [redacted] to provide a completed dispute form and proof of purchase.
 
Ms. [redacted] provided the form, but was unable to provide the proof of purchase as the card was given to her as a gift.  Nevertheless, we have credited $50 to the replacement card that Ms. [redacted] received.  We have contacted her to let her know that the balance has been restored to the card and is ready for use anywhere within the U.S. that Visa debit is accepted.

Gift Card Mall ([redacted]) took my request but never followed up with a confirmation email letting me know the e-card was delivered. I called the company's customer service who told me it was delivered and that a confirmation email was sent to me; however, I am 100% positive no confirmation was sent to me. I would never use this business again. The original order also stated I would receive a confirmation email once my credit card payment was approved. I never received that either. I have used many other e-gift sites, and this is the only one that has failed to deliver conformations.

Initial Business Response /* (1000, 5, 2015/03/05) */
VIA Revdex.com WEBSITE
March 5, 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. We shipped the card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered via the United States Postal Service ("USPS"). On February 18, 2015, Mr. [redacted] contacted customer service because he had not received his card. At that time, he explained that the USPS does not deliver mail to his residence. The Terms and conditions of the PayPower Card state that a verifiable U.S. street address (not a P.O. Box) is required. On February 19, 2015, Mr. [redacted] contacted customer service and a replacement card was issued. The replacement was expedited via UPS. Expedited delivery normally takes 3-5 business days for the card to be delivered.
On February 24, 2015, Mr. [redacted] received the replacement card. Later that day, I contacted him and confirmed that he had received it. He explained that he was still seeking compensation for $25 that he claims was charged to him by one of our representatives. No fee for this amount has been posted to this account. I have requested further information regarding this fee, but Mr. [redacted] has failed to respond. Mr. [redacted] now has access to the funds on his account. Since it took 12 business days for Mr. [redacted] to receive his card, we have reversed certain fees on his account for a total credit of $7.90.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Complaint: [redacted]I am rejecting this response because:I cannot accept their terms until I actually receive the refund. They have sent me a new card three times before and I never received it. I never received a tracking number or any way to verify that it was sent and am distrustful.Sincerely,[redacted]

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 2, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

applying funds from his 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.
Mr. Taylor states that he experienced difficulties applying his 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.
On June 30, 2015, Mr. [redacted] purchased three Reloadit Packs and associated $500 to each for a total of $1500. On July 1, 2015, a total of $950, which is the card's daily load limit, was successfully applied to his prepaid card. The next day, the remaining $550 was applied to the same account. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
Since Mr. [redacted]'s money was successfully transferred from his Reloadit Pack 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, 5, 2015/02/06) */
VIA Revdex.com WEBSITE
February 6, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On December 28, 2014, Mr. [redacted] realized that there was a problem with his Visa Gift card when it was rejected by his local retailer. On January 9, 2015, Mr. [redacted] called customer service and was asked to provide a copy of the front and back of the card and proof of purchase, since the card had been registered under another name. The customer states that the he sent the required documentation on January 14, 2015, but we do not have any record of this.
On January 29, 2015, however we contacted Mr. [redacted] and again requested the necessary documentation. He provided it to us the next day. On January 30, 2015, we were able to verify that Mr. [redacted] was the rightful owner of the card. We sent him a replacement card, which he received on February 3, 2015. Mr. [redacted] has confirmed that the card was received and that there are no further issues.
Therefore, 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, 2015/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In response to the above note from Blackhawk Network, Inc. I would like to provide the actual details of my attempts of resolution as the response above is not at all accurate.
My wife received a VISA gift card from my brother that was purchased at a Safeway store in [redacted], [redacted]. He purchased the card on 12/24/14 and it was gifted on 12/25/14. Upon attempting to use the card on 12/28/14 at a store in Lone Tree, [redacted] the card was rejected. I attempted to then check the balance on the card and to inquire as to the reason it was not approved and was told by the automated system that the card was no longer active and could not be supported by the system. On 12/29/14, I attempted to determine how to resolve our dilemma. I contacted the bank listed on the card and was directed to call the number (X-XXX-XXX-XXXX) that I had called the previous evening and to select the option that the card was stolen in order to speak with someone.
I did so and spoke with a representative and relayed the above details and was told that a ticket was opened to resolve our concern. The ticket given to me was ITRXXXXXXX and I was told to expect a phone call in 2-3 days. I did not receive any call and thus called the number again on 1/9/15. I spoke with Hector and was told that no ticket existed and that there were no records with the card number provided of a ticket being opened. I was quite upset as I had trusted that the company was working on resolving our issue. He opened another ticket (ITRXXXXXXX) and I was told that it would be 3-5 days to hear back from a representative.
I received a call on 1/12/15 to request the documentation of the receipt and the card's front and back. I sent the requested images on 1/14/15 to the email provided to me ([redacted]@bhnetwork.com) which was as soon as I was able to. I expected a call back from customer service to update me on the status of the ticket, but again received no correspondence.
I called customer service again on 1/28/15 and spoke with [redacted] and later his supervisor, [redacted], to determine what the status of our ticket was. I was informed that the ticket was closed as no documentation was received. I was aside myself to hear that this was just closed and no attempt was made to contact me to ask if documentation was provided or if we wished to pursue our ticket further. I was given yet another ticket number (ITRXXXXXXX) so that I would be able to speak to someone from what I was told would be Risk Management (the department that handles these tickets) yet I never did speak to someone other than [redacted] and [redacted]. I was then told after quite a bit of time with poor communication on the part of both individuals that the tickets were resolved, that the documentation was received and that the card was "unblocked" and could be used immediately. I was surprised, relieved, and suspicious at this news. I had no reason to doubt [redacted]'s statement and thanked him for his time.
We then went to our local grocery store, King Soopers, and attempted to use the card and were not entirely surprised that the card was not authorized. I called the number on the card again and received the same automated response that the card was not active and could not be supported by the system.
I then called yet another time that day to speak to a customer service representative (and waited more time) and spoke with [redacted]. [redacted] informed me that there was supposed to be another card sent to our address that was supposedly sent on 1/20/15. I was surprised about this news as it was the first time I was informed that another card was being sent and also surprised that it was sent eight days prior to my latest call when I was told that no documentation was received. Needless to say, we had not at the time of my Revdex.com complaint received said card. I know that I had provided my address each time I spoke with a representative (so at least 3 times prior to speaking with [redacted]) and so asked what address the card was sent to. [redacted] informed me that it was sent to an entirely incorrect address (and not at all similar to my address) rather than our address.
When I informed [redacted] of this discrepancy, he said it was corrected and said that the same time frame of delivery was expected (receipt by 1/30/15 or 2/2/15).
Once I had shared my concern with the Revdex.com, I was contacted by Ms. [redacted] and I provided the above narrative. She was able to have a replacement card sent by 2nd day air. We did receive that card (the original card never did arrive) and my wife was able to use the card without additional issues.
I would like to add that when we received the original card, there was no evidence that it had been tampered with and are at a loss with how their system was breached in such a way. I would hope that efforts are being made to pursue investigation of this breach and to tighten their system.
Respectfully,
[redacted], RN, BSN

VIA Revdex.com WEBSITE
 
November 22, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear [redacted],
 
On November 15, 2016, Blackhawk Network, Inc. (“Blackhawk”) received a rebuttal from [redacted] with respect to our response to his original complaint.
 
The LG Prepaid Rebate program was established by LG as an incentive for qualifying purchases.  The terms and conditions of this card were presented with the card.  We apologize if [redacted] was not aware of these terms and for any inconvenience that he may have experienced, as a result.  We appreciate his feedback regarding these cards and the LG Prepaid Card program.
 
These cards were issued with a six month timeframe.  All three of the cards that [redacted] received have expired and were never used while the funds were available and the cards were active. Per the terms and conditions of the LG Prepaid Card program, prepaid cards cannot be reissued after expiration date has expired nor can a check be received.  Since the funds are no longer available once the cards expire, we are unable to reissue the cards or provide a refund.  
 
Accordingly, we consider this matter closed.  Please, reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]
[redacted]
[redacted]
 
VIA Revdex.com WEBSITE
 
November 22, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear [redacted],
 
On November 15, 2016, Blackhawk Network, Inc. (“Blackhawk”) received a rebuttal from [redacted] with respect to our response to his original complaint.
 
The LG Prepaid Rebate program was established by LG as an incentive for qualifying purchases.  The terms and conditions of this card were presented with the card.  We apologize if [redacted] was not aware of these terms and for any inconvenience that he may have experienced, as a result.  We appreciate his feedback regarding these cards and the LG Prepaid Card program.
 
These cards were issued with a six month timeframe.  All three of the cards that [redacted] received have expired and were never used while the funds were available and the cards were active. Per the terms and conditions of the LG Prepaid Card program, prepaid cards cannot be reissued after expiration date has expired nor can a check be received.  Since the funds are no longer available once the cards expire, we are unable to reissue the cards or provide a refund.  
 
Accordingly, we consider this matter closed.  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, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 16, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

a Reloadit Pack that he purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On March 27, 2015, Mr. [redacted] purchased a Reloadit Pack and provided the Pack information to the fraudster. Shortly thereafter, he suspected fraud and contacted customer service. We were able to block the Pack from use before the fraudster could apply the funds. It generally takes between 20-30 business days to receive a refund check. We mailed Mr. [redacted]'s refund check for $500 on April 22, 2015. He should receive it within two weeks of that date.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/07/31) */
VIA Revdex.com WEBSITE
July 31, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 7, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to an...

order placed on www.giftcardlab.com . This website is operated by Blackhawk.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On July 6, 2015, Ms. [redacted] placed an order on www.giftcardlab.com for an eGift, which is an electronic gift card that is sent via email. As stated on our website, it may take up to 24 business hours to receive an eGift. Since Ms. [redacted] did not receive her eGift in time for its intended purpose, we have processed a refund. The credit should appear in her account within 5-7 business days.
Accordingly, we [redacted] consider this matter resolved. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
            April 8, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: A[redacted]
 
Dear [redacted]
 
On March 15, 2016, Blackhawk Network, Inc....

(“Blackhawk”) received a complaint from [redacted] with respect to a replacement for her T-Mobile Visa Prepaid Card.  Blackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank.
 
On February 27, 2016, [redacted] contacted us to report her card as lost/stolen.  We shipped a replacement card via standard delivery that same day.  It normally takes 7-10 business days for the card to be delivered.  On March 11, 2016, [redacted] contacted customer service to request a replacement card since she never received the original card that was sent.  A replacement card was expedited to her at no charge due to the inconvenience.  She was informed that it normally takes 3-5 business days for delivery. 
 
On March 16, 2016, [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 a total of 13 business days for [redacted] to receive her card, we have reversed fees on [redacted] account for a total credit of $44.  We apologize for any delay or inconvenience that [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted], NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
VIA Revdex.com WEBSITE
July 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 14, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to applying funds from her Reloadit Pack 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] states that she experienced difficulties applying 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 July 3, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $130 to it. On July 18, 2015, the funds were successfully applied to her 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 Pack 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

Worst prepaid company ever.
If you want access to your money when you want please dont use paypower or blackhawk network.
They took my hard earned money and refuse to release it to the sender or myself.
Ive contacted both companys on numerous ooccasios and have not resolved this issue.
Im a new york state tax payer and dealing with this forgein fraudulent company has got me sick to my stomach.
No customer service or humanity.

Initial Business Response /* (4000, 10, 2014/10/31) */
VIA Revdex.com WEBSITE
October 31, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 23rd, 2014, Blackhawk Network, Inc. received a complaint from Ms. [redacted], with respect to a...

T-Mobile Visa Prepaid Card and two promotional credits that she did not receive. Blackhawk Network California, Inc. (an affiliate of Blackhawk Network, Inc., and both companies together, "Blackhawk") is the program manager for this card on behalf of the issuer, The Bancorp Bank.
Ms. [redacted] did not receive the two promotional credits because she did not take the actions required to earn the credits as stated in the advertisement. We have given her one of the credits nonetheless.
The first credit in question is a $20 (Ms. [redacted] states it was $15) for downloading the T-Mobile Money App and adding money to the card account using the App within four weeks of activating the card. Ms. [redacted] activated her card on September 2, 2014, and may have downloaded the app, but she never added any money to her account using the App. Thus, Ms. [redacted] didn't qualify for this credit.
The second credit was a $20 credit for making two direct deposits of at least $100 to the card account within 75 days of opening the account. Ms. [redacted] may have signed up for direct deposit, but so far, no money from direct deposits had been loaded into the card account. Thus, Ms. [redacted] hasn't qualified for this credit yet, either. However, since Ms. [redacted] activated her account on September 2, 2014, she could still receive this credit if she has two direct deposits of $100 or more loaded to her account by November 16, 2014.
Nevertheless, we have provided Ms. [redacted] with the $20 T-Mobile Money App credit even though she did not qualify for it.
Ms. [redacted] also complained that she did not receive a $95.70 credit from Delevan Auto Parts. In fact, this credit posted to her account on October 6, 2014.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
Blackhawk Network
Customer Service Team
[redacted] NV XXXXX
www.BlackhawkNetwork.com

Initial Business Response /* (1000, 11, 2015/12/30) */
VIA Revdex.com WEBSITE
December 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 9, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to the closure of her Canada PayPower Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network (Canada) Ltd. is the program manager for these cards on behalf the issuer, All Trans Financial Services Credit Union Ltd.
On August 11, 2015, Ms. [redacted]'s account was blocked because of a suspicious transaction. We had received an alert from the issuing bank that this account had received a fraudulent transfer. Per the terms and conditions of Ms. [redacted]'s card:
We may, at any time, suspend your Card and/or your ability to use your Card, for any reason allowed by law, such as if we suspect possible fraud or suspicious activity, or for security reasons.
On August 21, 2015, we closed Ms. [redacted]'s account. Since Ms. [redacted]'s account has been associated with fraud, we [redacted] not reopen the account. Ms. [redacted] has provided us with all of the requested documentation in order to verify her identity. We have received authorization from the issuing bank to refund the remaining balance on the account to Ms. [redacted]. She should receive a check within 7-10 business 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 14, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting on the refund. If I can I [redacted] update this once I receive it. Its been 11 business days and they say it would take between 7-14. (the case [redacted] be closed before the 14 days is up so I had to update early) Provided they are refunding me the full amount including the service charges that were deducted *after* my account was closed, I am satisfied with their response.
I really think they should have told me from the beginning what the problem was so I could have contacted the issuing bank (which I couldn't find any information about on the paypower website) and resolved the problem, rather than telling me there was nothing they could do and all that money was irretrievable. I ended up extremely frustrated and stressed out over this (understatement), when I already had a lot to deal with. I hope that they [redacted] change their business practices. Thank you Revdex.com for your help in resolving this. If possible please keep this open a couple more weeks so I can update once I receive the refund.

I had no choice in choosing whether or not to deal with this company. Blackhawk is a contracted third party company through [redacted]. We have been trying to receive our early termination fee prepaid card from blackhawk for over a month now I have been repeatedly hung up on brushed aside and lied to. Everyone at blackhawk seems to have a different story. I am now in contact with the CEO of [redacted] hoping to have the contract reevaluated. When [redacted]'s associate try to help and contact Blackhawks themselves they received the same rude customer service I experienced . They were put on very long holds told there was no supervisor and given the incorrect information. On October 28th as a last ditch effort I agreed who believes them when I was told I would have the card no later than today November 4th. I did not receive the the card as promised and when I tried to call I was hung up on. I contacted [redacted] who contacted Blackhawk via conference call and we were told once again the card has not been shipped. I have never in my life been treated so poorly by a company. The amount of money I'm expecting on that card is a large sum. It is my hope that in filing this complaint no other person will have to experience the same situation as myself. Blackhawks delay in shipping a card that was previously promised on numerous occasions has resulted in some very unpleasant consequences for myself and my family. When I was told the first time I would receive the card in 3 days I paid the early termination fees to my previous carrier in the amount of $1,750. You can see where my frustration comes from. Myself and [redacted] have everything and all experiences with blackhawk recorded for future verification.

Initial Business Response /* (1000, 13, 2015/12/15) */
VIA Revdex.com WEBSITE
December 15, 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 a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On November 13, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $30 to it. Unfortunately, Ms. [redacted] was unable to access www.reloadit.com in order to create a safe and apply the Pack to a prepaid card. At this time, the online safe is the only way to load a Pack to a prepaid card.
We apologize for any inconvenience or delay that Ms. [redacted] has experienced. We have processed a refund for the full amount of her Reloadit Pack including the purchase fee. She should receive it in 7-10 business days.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

I purchased a Visa PayPower card for use while traveling outside the US. Spoke with two different reps that couldn't help me and then in the end card was only good as a gift card in the US. Do not bother with this card for this company.

Initial Business Response /* (4000, 9, 2014/10/22) */
Initial Consumer Rebuttal /* (2000, 11, 2014/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do consider the case resolved, it was very difficult to make contact with anybody but...

[redacted] She was helpful and polite. After finally making contact with [redacted] she was polite and helpful as well. I did receive my full refund. It took longer than promised, but all promises were fulfilled. I would advise anybody against using this company. After reviewing other complaints, it seems this is the norm more often than not.

Initial Business Response /* (1000, 5, 2014/10/31) */
VIA Revdex.com WEBSITE
October 31st, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 22nd, 2014, Blackhawk Network, Inc. (Blackhawk) received a complaint from Ms. [redacted] with...

respect to a BHN Visa Gift card. Ms. [redacted] stated that she received the card in the mail from a friend, but the funds had already been redeemed. Blackhawk is the program manager for this card, on behalf of the issuer, either MetaBank or Sunrise Bank. Unfortunately, we cannot provide Ms. [redacted] with a refund, because we cannot verify that she is the rightful owner of the card.
On September 14th, 2014, Ms. [redacted] disputed the $74.95 charge made on her gift card, which she stated was not authorized by her or the original purchaser. We have investigated Ms. [redacted]'s claim and unfortunately, cannot resolve it in her favor. In order to do so, we will need proof that she purchased the gift card or was the authorized recipient of the gift card. Such proof would be (i) a purchase receipt or bank statement reflecting the charge and (ii) a photo copy of the front and back of the card.
We have asked Ms. [redacted] to provide such proof several times. She has indicated that she is unable to provide the information requested. In an effort to better assist her, we suggested that Ms. [redacted] either (i) contact the place of purchase and request they provide a duplicate receipt or (ii) contact the friend who mailed her the card and ask them to provide a purchase receipt or bank card statement showing the charge. We have not heard back from Ms. [redacted] since this suggestion.
Therefore, we have resolved this dispute against Ms. [redacted] and consider this matter closed.
Best Regards,
Blackhawk Network
Customer Service Team
[redacted] NV XXXXX
www.BlackhawkNetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Blackhawk states that "proof of ownership would be (i) a purchase receipt or bank statement reflecting the charge and (ii) a photo copy of the front and back of the card."
I have told them repeatedly that I don't have a purchase receipt or bank statement because I did not purchase the gift card its was a gift. I HAVE PROVIDED THEM WITH A PHOTO COPY OF THE FRONT AND BACK OF THE GIFT CARD TWO OR THREE TIMES. THIS PART OF THE CLAIM IS FALSE.
The following is the current status:
After repeated letters and emails to Blackhawk to which I essentially received the exact same form letter response stating that they required a purchase receipt, activation receipt and a copy of the bank statement reflecting the Visa Gift card purchase, in addition to the front and back of the gift card and the fraud claim form which I had already completed and sent to them several times. I explained to them in writing that I did not have the purchase receipt, activation receipt or copy of the bank statement because the gift card was a gift. I continued to receive the exact same form letter which in the October 15th and October 22nd versions now included the statement that because as of 10/15/2014 they were not in receipt of all of the requested documentation they did not consider my claim valid and no further action would be taken.
In reaction to their response, I filed a complaint with this agency. ONLY THEN did I receive a personal response from Blackhawk. I explained my issue to S_____, the person who contacted me from Blackhawk. She said that after speaking to their Disputes Department, they would accept a copy of the purchase receipt from Vons. She relayed to me the Vons Newport Beach phone number XXX-XXX-XXXX. This option was NEVER mentioned previously it was not in the form letter response.
I called Vons that day, but was told to call the next day in order to speak with a bookkeeper named C________. I called C________ on 10/XX X:XXpm. She wasn't sure that she had access to records dating back to the original purchase date of August 22nd, but suggested that I call the Customer Service Department at XXX-XXX-XXXX. I did that and the person I spoke to was able to locate the receipt. However, they needed a written request sent to: Attn Transaction Req/V____ H____, M.S. XXXXX, P.O. Box XXXXX in order to provide me with the receipt. They informed me that it would take 7 to 10 days to complete my request. I sent the written request and have not yet received a response.
I will contact Blackhawk when I receive the receipt from VONS. I DO NOT consider the matter closed - as I eventually hope to hear from VONS.
In addition, I think that (1) we can agree that in many cases the gift recipient would not have the purchase documents that Blackhawk requires and (2) that fraud is not uncommon in this digital age. I strongly recommend that Blackhawk be required to (1) amend their procedures to better protect the gift card recipients and (2) improve their customer relations so that the victim is not treated as a "bad person" and a liar.
Please also note that the requirement of the proof of purchase is not in their gift card agreement only in the form letter. A fraud report is mentioned in the gift card agreement and I completed this document as requested.
Final Business Response /* (4000, 10, 2014/11/11) */
VIA Revdex.com WEBSITE
November 11th, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On November 10th, 2014, Blackhawk Network, Inc. (Blackhawk) received a rebuttal to a complaint from Ms. [redacted] with respect to a BHN Visa Gift card. Ms. [redacted] stated that she received the card in the mail from a friend, but the funds had already been redeemed. Blackhawk is the program manager for this card, on behalf of the issuer, either MetaBank or Sunrise Bank.
On November 11th, 2014, we received proper documentation from Ms. [redacted] and issued a refund, as well as a new replacement card, to the customer (since the original card was compromised).
Therefore, we have resolved this dispute against Ms. [redacted] and consider this matter closed.
Best Regards,
Blackhawk Network
Customer Service Team
[redacted] NV XXXXX
[redacted]

Initial Business Response /* (1000, 5, 2015/04/23) */
VIA Revdex.com WEBSITE
April 24, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 15, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] in regards...

to our response to his original complaint.
The funds from Mr. [redacted] account have been sent via check to the IRS. He [redacted] have to continue checking with them regarding the receipt of these funds. We apologize for any inconvenience. From this point forward, all of Mr. [redacted] communication regarding this matter should be directed to the IRS.
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 Business Response /* (1000, 9, 2015/04/30) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
April 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 14, 2015, Blackhawk Network, Inc. received a complaint from [redacted] with respect to a Visa Gift Card and the available balance.
Ms. [redacted] did not provide the card number or any other identifying information in her complaint. We cannot research this issue or attempt to resolve her problem unless we know the card number in question. We have sent six emails to the customer requesting additional information. We have not received a response. We are unable to attempt to contact the customer by phone, since a phone number was not provided in the complaint.
We are unable to assist the customer without the card number. If she provides us with the card number, then we [redacted] review her transactions and assist her with any balance questions that she may have.
Unless we hear from her, we [redacted] consider this matter resolved. Please reach out with any questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

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

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