Blackhawk Network, Inc.

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

Initial Business Response /* (1000, 9, 2015/04/08) */
VIA Revdex.com WEBSITE
April 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 17, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

an unauthorized charge on his Visa Gift card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On February 17, 2015, Mr. [redacted] contacted customer service. He stated that: (i) he made a purchase from www.sephora.com; (ii) the merchandise was delivered to the wrong address and (iii) the merchant refused to refund or replace the merchandise. We sent Mr. [redacted] a letter and a dispute form which explained the dispute process and the information required.
On March 25, 2015, we received all of the requested documentation from Mr. [redacted]. We submitted a chargeback through the Visa dispute resolution process. On April 3, 2015, we received resolution from Visa and posted a credit to Mr. [redacted]'s account in the amount of $41.33.
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

I have never had such horrible service in my life. I purchased a prepaid card and loaded it with $120.00. When I went to use the card it was denied. Which is odd for a prepaid card. I was informed that the card had a block for identity verification. I spoke to a second level investigator who asked a series of questions which needed to be answered in 5 seconds, or the system stops the inquiry. After doing so I was told by the investigator that she would call me back in a few hours. First lie, the department closed. Then after several hours of waiting and several phone calls I was told the Dept was closed. Then I was told it opens at 8 am, second lie. The Dept is closed due to a religious holiday. No staff available. No one can tell me why my card is blocked. Its a prepaid card that was mailed to my home. It was loaded with cash at a tmobil store. Everything about this is shaddy. Now I have to wait four days before I can speak with a second level investigator. This is a hijacking of my hard earned cash. I put this money away for a specific reason and now I can not get to it when I need it. I have spoken to 6 representative with no avail. This is not a line of credit it is my money preloaded on my card. I will never use this company again and I will tell everyone of my difficulty and umproffesional treatment by this company.

Initial Business Response /* (1000, 9, 2015/12/04) */
VIA Revdex.com WEBSITE
December 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 17, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to a refund for the remaining balance on her PayPower Visa TravelMoney Prepaid Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On September 10, 2015, Ms. [redacted]'s account was closed by the issuing bank. Per the terms and conditions of Ms. [redacted]'s card:
We may cancel or suspend your card account at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity on your card account), subject to applicable law.

On November 16, 2015, Ms. [redacted] contacted us to request a refund for the remaining balance on the card. On November 24, 2015, a check was issued to Ms. [redacted] for the full remaining balance of the card. It generally takes 7-10 business days for a customer to receive the check. Ms. [redacted] should receive the check soon if she has not already done so. We apologize for any inconvenience or delay that Ms. [redacted] experienced.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
August 10, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On July 12, 2016, Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to the fees associated with...

four Visa Gift cards purchased from [redacted].  This website is now owned and operated by Blackhawk.
 
Prior to Blackhawk’s acquisition of Gift CardLab, four Visa Gift cards were purchased.  These cards have fees associated with them after twelve months of inactivity.  If the cards are not used at least once a year, then a fee of $4.95 is charged per month.  Due to the fact that Ms. [redacted] cards were purchased in 2013 and were not used, more than a year’s worth of fees was charged to each card.
 
To ensure that customers are aware of the fees, this information is posted online at the time of purchase to inform the purchasers.  This information is also provided to the recipient by means of a sticker on the front of the cards, information provided within the card carriers, and a statement written on the back of the gift cards.  Since adequate disclosures were provided regarding the dormancy fees, we are unable to reverse all charges on the cards, as requested.  As a courtesy, we have reversed half of the fees on each card for a total credit of $44.55 per card.  Ms. [redacted] may use the remaining balances on the cards at retailers in the U.S. that accept Visa debit. We apologize for any delay or inconvenience that Ms. [redacted] and her family 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, 2015/08/28) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 31, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

[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 20, 2015, Mr. [redacted] purchased two Reloadit Packs as the result of a scam. That same day, he suspected fraud and contacted customer service. We were able to block the Packs from use before the fraudster could apply the funds. In order to verify Mr. [redacted] as the purchaser of the Packs, we requested documentation, which we received on July 31, 2015. Once the documentation was received, we processed and approved his refund. A check for the full amount of both Packs was issued on August 11, 2015. Mr. [redacted] should have received it by now.
Accordingly, we consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 9, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 25, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

a block on his PayPower Visa Prepaid Card. Blackhawk is the program manager for this card on behalf the issuer, MetaBank.
On January 13, 2015, a block was placed on Mr. [redacted]'s account because of suspicious transaction patterns. Per the Cardholder Agreement:
We may cancel or suspend your card account at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity on your card account), subject to applicable law.
Mr. [redacted] account showed numerous direct deposits from PayPal for various amounts. This is highly unusual activity and often indicates that the card is being used fraudulently. We do not necessarily believe Mr. [redacted] used his account to perpetrate fraud. We suspect, however, that Mr. [redacted] has used his account for business purposes, which is in direct violation of the Cardholder Agreement:
Your card account is for personal, family, or household purposes; it may not be used for business purposes.
We have completed an identity verification process with Mr. [redacted] on two separate occasions and he has failed both times. On September 4, 2015, we attempted to contact Mr. [redacted] to conduct the verification for a third time. Since we were unable to speak with Mr. [redacted], we have been unable to make any changes to his account status. It is imperative that Mr. [redacted] contact us between 9am-6pm (CT) and request to speak with someone in our Risk department at his earliest convenience.
If Mr. [redacted] is able to pass [redacted] identity verification, then we [redacted] unblock his account. If Mr. [redacted] fails to pass [redacted] verification, then we [redacted] issue a refund for the remaining balance on the account to the address to which the account is registered. As a courtesy, we have reversed all of the fees that have posted since the account was blocked for a total credit of $47.60.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have tried numerous times to contact Paypower "risk" management and have been placed on hold for over an hour each time to only get disconnected eventually. THIS IS BEYOND LUDICRIS. I do not accept the closing of this case and [redacted] continue to presue this to the full extent. I DEMAND that the refund be issued immediately to the address that was given when opening the card and the card be closed immediately upon the disbursement of the funds. I [redacted] never use a company that apparently has so many issues that their risk management can not even be reach because they have so many issues. I [redacted] NOT CONSIDER THIS CASE CLOSED IN ANY WAY UNTIL I HAVE RECEIVED A COMPLETE DISBURSEMENT OF FUNDS AND I FEEL WE HAVE WAITED MORE THAN LONG ENOUGH AND WOULD EXPECT THIS TO TAKE PLACE IMMEDIATELY. This is the only acceptable resolution to this matter.
Final Business Response /* (4000, 15, 2015/10/12) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
October 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 16, 2015, Blackhawk received a rebuttal from [redacted] with respect to our response to his original complaint.
On September 24, 2015, we contacted Mr. [redacted] and were able to properly identify him and remove the block on his account. We explained to him that his account [redacted] be closed if he continues to use it for business purposes. Mr. [redacted] has successfully used his card to make purchases and withdraw funds from ATMs with no further issues.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Final Consumer Response /* (2000, 17, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

VIA Revdex.com WEBSITE
 
May 25, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear Maite B.,
 
On May 11, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to having issues using her Visa Gift card....

Blackhawk is the program manager for this card on behalf of the issuer, Sunrise Banks, N.A.
 
Between May 9 and May 12, 2017, [redacted] attempted to make purchases on a specific online site.  All of the transactions attempted on this website were declined.  Visa Gift cards may only be used online at websites that are registered in the United States.  The cards may not be used on websites that are set up for recurring payments due to the fact that this type of card is not reloadable.  Our first concern and priority will always be the security of our customers and their accounts.  In an effort to safeguard our customers, we regularly monitor accounts and transactions to prevent potential fraud.  We apologize for the negative experience that [redacted] may have had, but her inconveniences resulted from our attempts to protect her and her account.
 
[redacted] did not have issues using her card on other websites.  We have attached a copy of her transaction history for her review.  At this time, her card has a remaining balance of $0.13.  We appreciate [redacted] feedback and apologize again for any inconvenience that she may have experienced.
 
At this time, 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]
[redacted]
[redacted]

VIA Revdex.com WEBSITE
 
December 23, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted] Rebuttal
 
Dear Ms. [redacted],
 
On December 22, 2016, we received a rebuttal from [redacted] with respect to our response to his original complaint.
 
Our compliance department has reviewed the order via our automated screening process as well as manual review.  If further verification was required, Mr. [redacted] would have been contacted via email or text.  We do not blacklist anyone, Mr. [redacted] is welcome to submit an order for review at any time.
 
We consider this matter to be closed.  Please, reach out with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 8, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on her PayPower 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 19, 2015, Ms. [redacted] had an unusually large transaction post 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. The following 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.
On August 25, 2015, our Risk department contact Ms. [redacted] and were able to properly verify her. That same day, 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 $21.65
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:
The card was in my ownership since day one that I received it. How it was used is a question to the Blackhawk, the seller.
Whoever sold this card to Blackhawk who in turn sold it to me still had all the information about this...

card.
Blackhawk should have safeguarded the card's information if they wanted to resell it to their customers.If for any reason that the card was used without customer's knowledge, Blackhawk should reimburse the customers for any loss.
Without  accepting responsibility and reimbursing the customer for their loss shows what kind of business Blackhawk is.
Customers should be aware if Blackhawk, DBA giftcards.com.
Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/06/29) */
VIA Revdex.com WEBSITE
June 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 8, 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 23, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $320 to it. On May 26, 2015, Ms. [redacted] added the Pack to her Reloadit safe at www.reloadit.com. The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. Unfortunately, Ms. [redacted] had difficulty applying the Pack to her prepaid card within her safe. Since the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Ms. [redacted] requested a refund for her Reloadit Pack.
We apologize for any inconvenience that Mr. [redacted] has experienced. We have processed a refund for $320. The check was mailed to Ms. [redacted] on June 17, 2015. She should receive it within two weeks. We [redacted] send a refund for the $3.95 purchase fee separately. Ms. [redacted] should receive it within a month.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 10, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The matter has been resolved I've received my refund..Thank you.

Initial Business Response /* (1000, 8, 2015/01/22) */
VIA Revdex.com WEBSITE
January 22, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 6, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted], with...

respect to unauthorized activity on her Visa Gift card. Ms. [redacted] noted that the card was issued by US Bank and administered through mygiftcardsite.com, which she believed Blackhawk operates. Blackhawkdoes not operate mygiftcardsite.com; that site is operated by US Bank. Blackhawk has no involvement with the Visa gift card Ms. [redacted] purchased.
Blackhawk apologizes for any inconveniences Ms. [redacted] experienced , but we are unable to assist her, because we have no role whatsoever in the distribution, management, or processing of her card. We suggest she contact US Bank (as she appears to have done) and follow their instructions.
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, 10, 2015/09/15) */
VIA Revdex.com WEBSITE
September 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On September 9, 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 September 3, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $145 with the Pack. She states that she attempted to transfer the money on her Pack to a prepaid card via the internet and was told that she would need to wait three hours before the money would show up in her prepaid card account. Later that day, Ms. [redacted] contacted customer service because the funds had not been applied to her card.
Unfortunately, Ms. [redacted] appears to have been the victim of a cloned site. She certainly did not go to www.reloadit.com; instead, she went to a site that looked like www.reloadit.com but was not (we have discoveredseveral such sites and continue to contact those sites' hosts to request that the sites be taken down; nevertheless, they keep popping up). We are positive this is the case, because the actual Reloadit site never tells the customer to wait three hours (or any amount of time) before their funds [redacted] show up in their prepaid account. We know that a number of cloned sites use a waiting period in order for fraudsters to apply the money from the Pack before the customer realizes the mistake and calls customer service to block the Pack.
When Ms. [redacted] entered her Pack number on the cloned site, she gave the fraudsters the information they needed to transfer the money on her Pack to a prepaid card they controlled. By the time Ms. [redacted] called customer service, the fraudsters had done just that.
Unfortunately, we cannot provide a refund to Ms. [redacted] because she gave the Pack number to a criminal. We suggest that she file a police report regarding this matter. If Ms. [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/01/29) */
VIA Revdex.com WEBSITE
January 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On January 13, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

a block on her PayPower Visa Prepaid Card account. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
Blackhawk apologizes for any inconveniences Ms. [redacted] experienced as a result of not being able to access her funds.
On January 6, 2015, Ms. [redacted] purchased a PayPower Travel Visa card. These cards have a sticket on the front that instructs the cardholder to call to activate the card before using it. On January 7, however, Ms. [redacted] tried to use the card without first activating it. This resulted in a system-generated block because attempted use without activation indicates possible fraud.
Ms. [redacted] contacted our first level call center on January 7, 2015. She was told that it would take 1-2 business days to unblock it, but she disconnected the call before the agent could obtain the necessary information. She contacted our first level call center again on January 10, 2015. This time, the agent was able to obtain all of the necessary information. Ms. [redacted] was told that it would be completed within 1-2 business days, but the card actually was unblocked within 13 minutes of her call.
Ms. [redacted] has requested compensation for a reconnection fee that she states that she had to pay as a result of a late payment caused by the block on her card. I have contacted her several times to request documentation supporting the reconnection fee. To date, Ms. [redacted] has failed to provide any evidence supporting her claim.
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, 11, 2015/09/08) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
September 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 12, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from...

[redacted] with respect to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
On June 13, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $130 with the Pack. He attempted to transfer the money on this Pack to a prepaid card via the internet the following day.
Unfortunately, Mr. [redacted] appears to have been the victim of a cloned site. He certainly did not go to www.reloadit.com; instead, he went to a site that looked like www.reloadit.com but was not (we have discovered several such sites and continue to contact those sites' hosts to request that the sites be taken down; nevertheless, they keep popping up). We are positive this is the case, because the actual Reloadit site requires every customer to create a safe using their email address. The Pack is then applied to the safe. A Reloadit Pack was never added to Mr. [redacted]'s safe. Secondly, the website, to which Mr. [redacted] attempted to load his Pack, offered the option of a "Quick Safe Load". The actual website does not offer this since the safe is the only way in which a Pack may be applied to a prepaid card. Lastly, the Reloadit site never tells the customer to wait 180 minutes (or any amount of time) before their funds [redacted] show up in their prepaid account. We are aware that a number of cloned sites have used a waiting period in order for fraudsters to apply the money from the Pack before the customer realizes the mistake and calls customer service to block the Pack.
When Mr. [redacted] entered the Pack number on the cloned site, he gave the fraudsters the information they needed to transfer the money on this Pack to a prepaid card they controlled. By the time Mr. [redacted] realized that the funds were not on his card, the fraudsters had done just that. The funds were loaded to a third party prepaid card on June 14, 2015.
Unfortunately, we cannot provide a refund to Mr. [redacted] because he gave the Pack number to a criminal. We suggest that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 13, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Reloadit,
You said "I lost my money because I gave my pack number to a criminal"... No sir. How do I know the site I went into is a fake or cloned site. It was very clear that the site I went into was www.reloadit.com complete with all Reloadit logo.
When the "criminal" applied my pack number to his safe, you can trace to what prepaid card the money went into because every prepaid card has to be registered in your system supplying personal information of the prepaid card owner. If you [redacted] check your record hence you can catch the criminal.
You have the obligation therefore to report these anomalies to the police in order that your client [redacted] not lose their hard earned money to criminals.
Final Business Response /* (4000, 17, 2015/10/12) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
October 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 22, 2015, Blackhawk received a rebuttal from [redacted] with respect to our response to his original complaint.
We are sorry that Mr. [redacted] took a loss as a result of a fraudulent website. We are continually making changes to our products in an attempt to safeguard our customers and their money from fraud. Unfortunately, criminals are continually finding new ways to scam innocent people.
We are unable to refund Mr. [redacted], since the funds have been spent. We suggest that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial 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]...

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.

VIA Revdex.com WEBSITE
 
May 16, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On May 9, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an order he placed that was...

cancelled on [redacted].  This website is operated by Blackhawk.
 
[redacted] uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as, a variety of internal procedures. The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, [redacted] never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however, no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted. We apologize for any inconvenience that [redacted] may have experienced.
 
Accordingly, we consider this matter closed.  Please, reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 8, 2015/03/23) */
VIA Revdex.com WEBSITE
March 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On March 2, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a PayPower Visa Prepaid Card she requested. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for these cards on behalf of the issuer, The Bancorp Bank.
Ms. [redacted] claims that she requested (through TaxAct) to have her tax refund deposited to a PayPower card. Ms. [redacted] claims that she has not received a card because she does not receive mail at her residence. In fact; however, Ms. [redacted] did not receive a card because she did not pass [redacted] verification. Thus, an account was never opened in her name and a card was never sent.
Since no account was opened for Ms. [redacted], no DDA number was ever issued. This means that it is impossible for Ms. [redacted] to have requested that her tax refund be deposited to the account that she tried to establish because making such a request requires providing a DDA number. Therefore, either Ms. [redacted] provided the IRS (through TaxAct) with another DDA number, or else, her refund is still with the IRS. If she provided another DDA number of an account which we manage, she should provide us with the routing and account numbers so that we may further research this matter. If not, then she should contact the IRS regarding her refund.
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, 8, 2015/12/04) */
VIA Revdex.com WEBSITE
December 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On November 9, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to a block on a PayPower Visa Prepaid card that is registered in his mother's name. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On October 23, 2015, after several attempts to register a PayPower card, Mr. [redacted]'s mother's account was blocked due to suspected fraud. No fraud detection system is perfect, and occasionally, systems block cards where no fraud is involved. That same day, Mr. [redacted] contacted customer service to inquire on the status of her account. We explained to him that the account had been blocked and to send in documentation that proves that he has Power of Attorney in regards to her affairs. On October 30, 2015, we received the requested documentation and forwarded it to our legal department. On November 6, 2015, we received approval from our Legal team to unblock the card. That same day, the card was unblocked and the customer was notified of this. Since that time, the customer has used the card numerous times to make purchases at local retailers. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced, but it resulted from our attempt to protect his mother and her account.
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