Blackhawk Network, Inc.

Initial Business Response /* (1000, 9, 2015/04/29) */
VIA Revdex.com WEBSITE
April 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to an order placed on www.giftcardmall.com. This website is operated by Blackhawk.
Blackhawk apologizes for any inconvenience Ms. [redacted] may have experienced.
On April 2, 2015, Ms. [redacted] placed an order on www.giftcardmall.com. When an order is submitted, the customer's credit card is authorized for the amount of the purchase to ensure that funds are available. We do not charge our customers until their order ships. If an order is cancelled prior to be shipped, then the customer [redacted] not be charged. It may take up to seven days for the authorization hold to be removed.
On April 6, 2015, Ms. [redacted]'s order was cancelled. We never charged her for the order. By now, the authorization should have been removed from her account and she should have access to these funds.
Accordingly, we [redacted] 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, 10, 2014/11/25) */
VIA Revdex.com WEBSITE
November 25, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On November 13th, 2014, Blackhawk Network, Inc. received a complaint from Mr. [redacted], with respect to a...

T-Mobile Visa Prepaid Card and the trouble he had redeeming and using the card. 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.
Blackhawk apologizes for the inconvenience Mr. [redacted] experienced when attempting to activate, redeem and register his card/account.
On November 8th, 2014, Mr. [redacted] called Blackhawk Network's first level call center and the agent mistakenly replaced the customer's card. Blackhawk Network understands this was an inconvenience for the cardholder, as his funds were unavailable for eight days, and has coached the agent accordingly.
The customer has since received a new card in mail and continued redeeming the card successfully. Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted] K. [redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
November 4,...

2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted],
 
On October 18, 2016, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to the expiration of three LG Visa Prepaid Cards.  Blackhawk’s affiliate, Blackhawk Engagement Solutions, manages this program and issues these reward cards.
 
We sincerely apologize for any inconvenience that [redacted] may have experienced.  The cards that were issued as part of the LG Prepaid Card program 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]

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 February 11, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to a...

block on her Meijer 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 January 16, 2015, a block was placed on Ms. [redacted]' card due to suspected fraud. No fraud detection system is perfect, and occasionally, cards get blocked when there is no fraud involved. Ms. [redacted] provided additional information and documentation that enabled us to properly authenticate her identity and resolve this issue.
On April 6, 2015, our Risk Department unblocked Ms. [redacted]' card. Ms. [redacted] can now access her money. As a courtesy, we reversed fees on Ms. [redacted]' account for a total credit of $11.45.
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, 2015/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 16, 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 86 cards received from Incentive CardLab, which is a Blackhawk brand name.
Incentive CardLab offers businesses the opportunity to purchase incentive gift cards at a bulk discount. Ms. [redacted]' company purchased 330 $10 gift cards. Per the terms and conditions of these cards, there is a fee of $4.95 (per month, applied to the Card balance beginning 5 months prior to Card expiration). Since 86 of these cards had not been given out, the fees depleted the balances on these cards. Since the card disclosures were misunderstood or overlooked, we have reissued the 86 cards to Ms. [redacted] as a courtesy. The cards [redacted] be shipped via UPS and Ms. [redacted] should receive them by early next week at the latest. We apologize for any inconvenience Ms. [redacted] and her company 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
Initial Consumer Rebuttal /* (2000, 18, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This is the worst business and I can't believe Visa would put there name on this card. On the front of he prepaid visa card it clearly states FUNDS DO NOT EXPIRE. To the Smartest man or women on the planet that would mean the card never expires, BUT the funds do expire???
THIS COMPANY REALLY SUCKS. Their customer service is terrible also!!! Very rude

Initial Business Response /* (1000, 5, 2015/02/18) */
VIA Revdex.com WEBSITE
February 18, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On February 5, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network (Canada) Ltd. is the program manager for both the Pack Ms. [redacted] purchased and the Visa Prepaid Debit Card to which she attempted to load the money from the Pack. The issuer of both the Pack and the card is All Trans Financial Services Credit Union Ltd.
Ms. [redacted] complained that she could not load the money associated with the Pack to her card. Before a cardholder can load money to a general-purpose reloadable card like the one she has, the cardholder must pass [redacted] verification. Unfortunately, we were unable to verify Ms. [redacted]'s identity with sufficient certainty to be able to register her card.
On February 4, 2015, Ms. [redacted] contacted customer service to request a refund for the Reloadit Pack. The refund was approved on February 11, 2015. The customer should receive a check for the full amount of the pack by the end of February.
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, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would expect this payment be expidted and I would this it should be here in my home by Feb 23.2015. Not by regular mail. For all the inconviwnce they have put me through. It should be ups sent to me. This has gone on way to long.
It is my money and I want it back. NOW.
Final Business Response /* (4000, 11, 2015/03/09) */
VIA Revdex.com WEBSITE
March 9, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On February 27, 2015, Blackhawk Network, Inc. ("Blackhawk") received [redacted]'s rebuttal to our original response to her complaint. Ms. [redacted]'s complained that she was unable to load the money associated with a Reloadit Pack to her card.
We apologize for any inconvenience Ms. [redacted] may have experienced.
The check that we sent to Ms. [redacted] for the full amount of the Pack was cashed on March 6, 2015.
We consider this matter closed. Please do not hesitate to contact me if you have any additional questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2014/05/28) */
Revdex.com Complaint Response
RE: [redacted]
Case #: XXXXXXXX
May 28, 2014,
Blackhawk Network (BHN) received a complaint from Mr. [redacted] on May 16, 2014 regarding the 10 $500.00 ReloadIt packs he purchased and transferred to an...

IRS scammer. Upon realizing it was a scam - after the transfers took place - Mr. [redacted] called ReloadIt Customer Service in hopes of blocking the packs. He was advised that BHN could not block the packs without a police report. He, then, went to his local police station and opened a police investigation in regards to the scam and called ReloadIt Customer Service again and advised them of this. From there, Customer service advised Mr. [redacted] that the funds had been taken from the ReloadIt Packs entirely and there was nothing BHN could do. Mr. [redacted] would like BHN to refund the $5,039.50 he lost because Customer Service did not block the cards in time. He would also like for BHN to improve the customer service line as well as better educate employees on potential scams.
BHN apologizes greatly for the poor customer service experience Mr. [redacted] endured and will work to better the support process for all cardholders and customers.
BHN's Risk Department works around the clock to prevent scams and fraudulent issues involving ReloadIt, PayPower, Gift Cards, and all BHN partnered products alike. Again, we apologize Mr. [redacted] has fallen a victim to a scam.
Per BHN's Terms and Conditions listed on the ReloadIt website, you agree not to give your password(s) or PIN(s) or make them or any other means to access your Reloadit Packs, Safe, or the Bill Payment Service available to any unauthorized person. You are responsible for all transactions you authorize. If you permit other persons to use your Reloadit Pack(s) or Reloadit Pack Number(s) or give them your password or other means to use your Safe, you are responsible for any transactions they authorize. Because of this, BHN is not responsible for the funds Mr. [redacted] lost.
We consider this issue to be resolved. Please feel free to contact us with any further questions. Thank you.
Best Regards,
[redacted] L. [redacted]
Customer Service Specialist, CS-Corp
(XXX) XXX-XXXX - Reno Office
[redacted]@bhnetwork.com

Final Consumer Response /* (2000, 9, 2016/01/19) */
This situation has been resolved.
It was a one time one instance resolution.
Money was refunded, and the $20 on the card has been used.
However, this ruse continues. It is a Scam and should be looked into.
They told me there is no way...

for anyone to get all their cash out of the card without a penalty.
Thank you so much for your help.

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

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 20, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to two Reloadit Packs that he purchased as a result of a scam. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On June 16, 2015, Mr. [redacted] purchased two Reloadit Packs as the result of a scam. The next day, he suspected fraud and contacted customer service. We were able to block the Packs from use before the fraudster could apply the funds. Since Mr. [redacted] was able to provide all of the requested documentation, we issued a refund for the full amount of the Packs on July 30, 2015. Mr. [redacted] should receive the check within 7-10 days.
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

Worst service in the world, I put 256 dollars on my visa through paypower 2 months ago and they have informed me that my refund was approved but they won't release it. never do business with this company.

Initial Business Response /* (1000, 5, 2016/01/26) */
VIA Revdex.com WEBSITE
January 26, 2016
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 13, 2016, 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 January 11, 2016, 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 brief 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 brief card validation period for each new prepaid card that is added to the safe. On January 11, 2016, Ms. [redacted] created a safe and added a Reloadit Pack and prepaid card. She was unable to access her funds immediately due to our security features that are in place to protect our customers from fraud, but after the card validation period expired, Ms. [redacted] was able to successfully load her prepaid card. We apologize for any inconvenience, but these measures are necessary to protect our customers from fraud.
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

Not sure that their website ever works. I won't use a facebook login, so I created a user account. It has never worked. Just get a message saying try back later. Weeks of the same message. It seems to me this company is has another motive than providing a financial service.

VIA Revdex.com WEBSITEMarch 31, 2016Revdex.comComplaint Case: [redacted]RE: [redacted]Dear Ms. Buenrostro,On March 8, 2016, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to the activation of a...

Visa Gift card. Blackhawk is the program manager for these cards on behalf of the issuer, [redacted]On January 3, 2016, [redacted] contacted us to request a replacement for a damaged card. At that time, the card was registered to [redacted] and a replacement card was issued. Upon receipt of the new card, several attempts were made to use it prior to activation. This caused a block to be placed on this card as a fraud prevention measure. Since the card was blocked, [redacted] was unable to activate it.On March 8, 2016, the card was unblocked. We reached out to [redacted] to inform her of this and provided instructions on activating the card. [redacted] confirmed that she was able to successfully activate the card. The card is now active and ready for use and may be used anywhere in the U.S. that Visa debit is accepted. We apologize for any delay or inconvenience that [redacted] and her son may have experienced.Accordingly, we 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] [redacted]

Initial Business Response /* (1000, 10, 2015/07/02) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
June 26, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 28, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from...

[redacted] with respect to five 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.
On January 31, 2015, Ms. [redacted] purchased five Reloadit Packs and provided the Pack information to a fraudster. Shortly thereafter, she suspected fraud and contacted customer service. We were able to block the Packs from use before the fraudster could apply the funds. It generally takes between 20-30 business days to receive a refund check. We have processed a refund for the full amount of $2500. The check was sent on May 28, 2015. Ms. [redacted] should receive the check within a week.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Final Consumer Response /* (2000, 6, 2016/01/22) */
Complaint can be cancelled. I received credit due me from them yesterday so I am all set now. Thank You

This is strictly a lie. Blackhawk Network, Inc. DBA giftcards[redacted] is in the business of buying and selling gift cards from and to various customers. Balckhawk did not provide protection for the cards that they sell and in turn causing loss to customers, then lying about what they do is totally unaccepptable.
Refunding customers' loss and offering an apology is the proper business practice.
Once again, I want Blackhawk to refund the money that I paid for this Orvis gift card.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

VIA Revdex.com WEBSITE
 
March 27, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On March 17, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to a refund for the initial load...

amount of her PayPower Visa Prepaid Card.  Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
 
Evidently, the person who purchased this card believed that a Visa Gift card had been purchased.  The Visa Gift cards Blackhawk distributes do not include any post-purchase fees.  The purchaser, however, did not purchase a Visa Gift card.  Instead, a general-purpose reloadable debit (“GPR”) card was purchased.  These cards are not gift cards.  They are for self-use and are often used as checking account substitutes.
 
Like most GPR cards, the PayPower Visa Prepaid card includes a monthly fee.  That fee is clearly stated on the back of the package and in the cardholder agreement.  The fees begin to accrue after the initial activation that occurs at the time of purchase.  On March 20, 2017, we reversed the fees on Ms. [redacted]’s card as a courtesy to her. 
 
That same day, we processed a refund in the amount of $50.  The check will be mailed in a “postcard” style format by the end of this week.  It generally takes 7-10 business days to be received once it is mailed.  We have communicated this to Ms. [redacted] and have sent her a sample copy of a check so that she is aware of what it will look like.  We apologize for any delay or inconvenience that Ms. [redacted] may have experienced.
 
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 [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