Blackhawk Network, Inc.

Initial Business Response /* (1000, 8, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 9, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a block on her PayPower Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank.
We apologize for the negative experience Ms. [redacted] had, but her inconvenience resulted from our attempt to protect her and her account.
On March 31, 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 April 2, 2015, Ms. [redacted] contacted customer service to check on the status of her account. We explained to her that there was a block on her account. The agent informed her that the issue would be escalated to our Risk Department and someone would be in contact with her.
On April 10, 2015, Ms. [redacted] spoke with a member of our Risk Department. We obtained the necessary information and removed the block on her account. As a courtesy, we reversed one monthly fee on Ms. [redacted]' account ($5.95).
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, 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

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.

Initial Business Response /* (1000, 8, 2015/02/17) */
VIA Revdex.com WEBSITE
February 17, 2015
Revdex.com
Complaint Case: 57312588
RE: Sally Medina
Dear Ms. Green,
On January 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from Sally Medina with...

respect to her PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
Blackhawk apologizes for any inconvenience Ms. Medina experienced as a result of not being able to access her funds.
On December 10, 2014, Ms. Medina contacted customer service to report her PayPower card as lost and requested a replacement. It normally takes 7-10 business days to receive a replacement card via standard delivery. On December 26, 2014, Ms. Medina contacted customer service as she had not received the replacement card. At that time, another replacement card was requested and the $25 fee to expedite the shipping was waived. Expedited shipping takes 3-5 business days to be delivered. Ms. Medina contacted customer service two more times and an expedited card was shipped each time and the fee was waived.
On January 14, 2015, Ms. Medina finally received her replacement card. We have verified that the address, to which each of the replacements was shipped, was correct and constant for all requests. We are unsure why Ms. Medina did not receive a replacement card sooner. We have provided a $50 credit to her account as a courtesy.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
Heidi Lyttle
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
www.BlackhawkNetwork.com
[email protected]

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, 10, 2015/03/27) */
VIA Revdex.com WEBSITE
March 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 13, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

accessing funds applied to her safe on www.reloadit.com. This website is operated by Blackhawk's affiliate, Blackhawk Network California, Inc.
On March 10, 2015, Ms. [redacted] purchased a Reloadit Pack which she placed in her Reloadit 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 two hour 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 a 2-4 hour card validation period for each new prepaid card that is added to the safe. On March 11, 2015, Ms. [redacted] created a safe and added a Reloadit Pack and prepaid card. We apologize that she was unable to access her funds immediately due to our security features that are in place to protect our customers from fraud. After the card validation period of four hours expired, Ms. [redacted] was able to successfully load her prepaid card.
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, 11, 2015/09/29) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
September 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. Buenrostro,
On August 28, 2015, Blackhawk Network Inc. ("Blackhawk") received a...

complaint from [redacted] with respect to disputed charges on her Visa Gift cards. Blackhawk is the program manager for these cards on behalf of the issuer, MetaBank.
On September 24, 2015, our Disputes team was able to resolve Ms. [redacted]'s case. On this date, the amount of the disputed charges was credited to the customer's Visa Gift cards. On September 28, 2015, we reached out to the customer and let her know that the funds were now available. Ms. [redacted] has acknowledged this. The cards can now be used anywhere in the U.S. that Visa Debit is accepted until the funds are depleted.
We now consider this matter resolved. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/11/11) */
VIA Revdex.com WEBSITE
November 11, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On October 20, 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.
On October 16, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $100 to it. Ms. [redacted] states that she experienced difficulty transferring the money from the Reloadit Pack to her PayPal prepaid debit card. Although the Reloadit Pack does load the PayPal Prepaid MasterCard (BINs XXXXXX and XXXXXX), the card that Ms. [redacted] initially attempted to load was not compatible with the Reloadit product.
On October 21, 2015, Ms. [redacted] successfully applied the $100 to a prepaid card that is a Reloadit partner. Since Ms. [redacted]'s money was successfully transferred from her Reloadit Pack to her 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, 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]

VIA Revdex.com WEBSITE
 
August 23, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On August 16, 2017, we received a rebuttal from [redacted] in regards to our res**nse to his original complaint.
 
As a courtesy to Mr. **, we have processed a refund for the activation fees that Mr. ** paid for his Visa Gift cards at the time of purchase.  A check for $69.50 will be mailed by the end of this week.  It generally takes 7-10 business days to be received once it is sent.  The check will arrive in a “**stcard” style format.  We a**logize for any delay or inconvenience that Mr. ** may have experienced.
 
We now consider this matter to be resolved.  Please, reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]

Final Consumer Response /* (2000, 9, 2015/06/25) */
case is solved

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, 5, 2015/06/16) */
VIA Revdex.com WEBSITE
June 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 4, 2015, Blackhawn Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to four...

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.
Unfortunately, Ms. [redacted] was a victim of a very common fraud scheme. Typically, the fraudster [redacted] call a potential victim and impersonate a government official. The victim is told that they must pay money immediately in order to avoid some impending disaster. The victim is asked to use a cash-like money transfer device. When the victim provides the codes for the device to the fraudster, the fraudster transfers the money to one or more prepaid cards they control (as a result of identity theft) and disappears.
The most prevalent variant of this scheme is the IRS impersonation scam. The IRS has put out a number of press releases and videos in an attempt to warn the public. Regrettably, their efforts have not been entirely successful.
Ms. [redacted]'s case fits the pattern all too well. On March 20, 2015, Ms. [redacted] received a call from someone (a fraudster) claiming to be from the IRS. She was asked to purchase four Reloadit Packs for a total of $1980 in order to pay taxes she allegedly owed.
Later that day, Ms. [redacted] contacted customer service to report the fraud. At that time, we were able to block all of the Packs from use. Ms. [redacted] provided us with copies of the receipt and the backs of the packs to verify her as the purchaser. We have processed a refund for the total amount of funds recovered in the amount of $1980. The check was mailed to Ms. [redacted] on June 11, 2015. She should receive it within two weeks. We [redacted] send a refund for the purchase fees totaling $15.80 separately. Ms. [redacted] should receive that check within days of the initial one.
We are sorry that Ms. [redacted] was victimized by this fraud scheme. We suggest that Ms. [redacted] file a police report regarding this matter. 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 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 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. [redacted] states that he experienced difficulties applying four 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 25, 2015, Mr. [redacted] purchased four Reloadit Packs and associated a total of $1,753 to them. On July 2, 2015, the funds were successfully applied to his prepaid card. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
Since Mr. [redacted]'s money was successfully transferred from his Reloadit Packs to his 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, 2015/05/28) */
VIA Revdex.com WEBSITE
May 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 15, 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 May 4, 2015, Mr. [redacted] purchased a Reloadit Pack. On May 13, 2015, Mr. [redacted] added the Pack to his 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. Unfortunately, Mr. [redacted] had difficulty accessing his safe. 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 that Mr. [redacted] has experienced. We have processed a refund for his Pack including the purchase fee. Mr. [redacted] should receive a check for the full amount within two weeks.
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, 2015/09/25) */
VIA Revdex.com WEBSITE
September 25, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On August 31, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to a block on her T-Mobile Visa Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank.
We apologize for the negative experience Ms. [redacted] had, but her inconvenience resulted from our attempt to protect her and her account.
On August 13, 2015, a block was placed on Ms. [redacted]'s account due to a suspicious transaction. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. That same day, Ms. [redacted] contacted customer service to check on the status of her account. We explained to her that there was a block on her account. The agent informed Ms. [redacted] that the issue would be escalated to our Risk Department and someone would be in contact with her.
Our Risk department was able to properly verify Ms. [redacted]. On September 20, 2015, the block was removed from Ms. [redacted]'s account. As a courtesy, we reversed fees on Ms. [redacted]'s account for a total credit of $12.
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, 2015/08/04) */
VIA Revdex.com WEBSITE
August 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 15, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to a block...

on his T-Mobile Visa Prepaid Card. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf the issuer, The Bancorp Bank.
On June 25, 2015, Mr. [redacted]'s account was blocked because of suspicious transaction patterns. When Mr. [redacted] spoke with our Risk Department, we explained that Mr. [redacted] needed to discontinue the types of transactions that had been prevalent on his account. Mr. [redacted] then requested a refund for the remaining balance on his account.
It normally takes about 30 business days to receive a refund. We have issued a check for the remaining balance on Mr. [redacted]'s account. He should receive the check within 7-10 days.
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
 
July 27, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On July 12, 2017, “Reloadit” received a complaint from [redacted] with respect to a refund for his Reloadit Pack.  “Reloadit” is...

actually a brand name; not a company.  Blackhawk Network California, Inc. issues the Reloadit Pack.
 
On June 13, 2017, Mr. [redacted] purchased a Reloadit Pack and associated $300 to it.  On June 21, 2017, Mr. [redacted] contacted us to request a refund since he was unable to load the Pack to an online safe at [redacted].  The safe is now the only way that a Reloadit customer may apply a Pack to a prepaid card.  The safe is a requirement in an effort to safeguard our customers from fraud.
 
It generally takes 30 business days for a customer to receive a refund check.  The original check was expedited for Mr. [redacted] and mailed on June 30, 2017 via USPS.  It generally takes 7-10 business days for the check to be received once it is sent.  Since Mr. [redacted] never received the check, a stop payment was placed on the original check and the check was reissued.  Mr. [redacted] should expect to receive the check by the middle of next month.  It will arrive in a “postcard” style format. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved.  Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]

Initial Business Response /* (1000, 10, 2015/11/25) */
VIA Revdex.com WEBSITE
November 25, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 16, 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.
We apologize for any inconvenience Ms. [redacted] experienced as a result of not having her Visa Gift card so that she could access the funds on the card.
On October 29, 2015, Ms. [redacted] filed purchased a $50 Visa Gift card. Due to a printing error, Ms. [redacted] was unable to register or use the card online. That same day, she contacted us for assistance. We explained that she could use the card at retail locations or we could issue a replacement card. It normally takes 7-10 business days for a replacement card to be delivered. Mr. [redacted] did not receive the card we sent, so we sent a replacement. On November 6, 2015, Ms. [redacted] received the replacement card and has since used her card to make purchases at retail locations without any further issues.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 9, 2015/12/15) */
VIA Revdex.com WEBSITE
December 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 24, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to cards received from Incentive CardLab, which is Blackhawk brand name.
We apologize for any inconvenience Ms. [redacted] may have experienced.
Ms. [redacted] obtained two Incentive CardLab Visa cards with $50 on each. The card ending in 5756 was used to make a $40 transaction on November 5, 2015 and a $7.48 transaction on November 6, 2015. This card has a remaining balance of $2.52.
The other card ending in 5665 has a remaining balance of $45.25. This card was declined at a Petco location because it was ran for $72.38 which is more than the value of the card. This card was used to make a $4.75 transaction on November 15, 2015.
Transactions only post to our cards when funds are requested and approved by a merchant. This means that the funds have been paid to the merchant. If Ms. [redacted] believes that she was overcharged by a merchant, then she must address and handle these issues directly with the merchant as stated in the cardholder agreement.
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 /* (3000, 11, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with Blackhawks decision. Again the transactions were declined, but they released the funds to the merchant. If this is how they operate, then fine. The company which we obtained these cards from did this as a promotion,my husbands dedication and hard work. I'll be sure they have a copy of this complaint & suggest that incentive cards not be used for the next promotion.
Final Business Response /* (4000, 13, 2016/01/04) */
VIA Revdex.com WEBSITE
January 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. B[redacted],
On December 23, 2015, Blackhawk Network Inc. ("Blackhawk") received a rebuttal from [redacted] with respect to our response to her original complaint.
We appreciate Ms. [redacted]'s feedback and apologize for any inconvenience that she 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com