Blackhawk Network, Inc.

Initial Business Response /* (1000, 5, 2015/04/27) */
VIA Revdex.com WEBSITE
April 27, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 16, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

a block on his PayPower Visa Prepaid Card to which he opted to have his tax refund deposited. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank. We are sorry Mr. [redacted] experienced difficulty, but our actions were designed to protect him from fraud.
On March 31, 2015, Mr. [redacted] purchased a PayPower card at a Safeway store. He filed his taxes and requested that his refund be applied to this card. On April 6, 2015, Mr. [redacted]'s tax refund was deposited to this account. Our fraud detection systems flagged this transaction as suspected fraud, so we placed a block on the card. On April 8, 2015, Mr. [redacted] contacted customer service to have the block removed. He was transferred to our Risk department to verify his identity. Unfortunately, Mr. [redacted] was not able to pass [redacted] identity verification questions.
Since we were unable to successfully identify Mr. [redacted], we are sending the funds back to the IRS. Mr. [redacted] should contact the IRS regarding this 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 Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Blackhawk is claiming to have sent my refund back to the irs, which the IRS systems have yet to have updated information regarding that.
I would like to know where the original $20 I loaded on the card when I purchased it went?
My account now shows a balance of $0. I called and asked and was told it [redacted] be sent back to IRS with my refund which I find very hard to beleive. Please explain to my why your company would return additionl funds of mine to the IRS?
Final Business Response /* (4000, 9, 2015/05/08) */
VIA Revdex.com WEBSITE
May 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On April 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a rebuttal from [redacted] with respect to our response to his original complaint.
On March 31, 2015, Mr. [redacted] purchased a PayPower card at a Safeway store. He loaded $20 on the card at that time. Since this money is not related to the tax refund, we have processed a refund for this amount. Mr.[redacted] should receive a check within 14 business 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

Initial Business Response /* (1000, 13, 2014/09/16) */
VIA ONLINE SUBMISSION
September 16, 2014
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]

On August 26, 2014, Blackhawk Network (BHN) received a complaint from Ms. [redacted] in regards to her...

PayPower card that had been used fraudulently in Miami. Upon finding that unauthorized charges had been made on the card, Ms. [redacted] states that she contacted PayPower customer service to notify us of the unauthorized use. She states that she was told that she would be receiving a new card. After receiving her replacement card, she found out that she needed to submit a dispute form in order to recover the funds she lost. Her desired resolution is to recover the funds she lost and to be able to continue using her PayPower account.
On September 3, 2014, Ms. [redacted]' dispute was resolved and $169.40 was credited to her account.
On September 8, 2014, BHN contacted Ms. [redacted] to inquire as to whether or not her issue had been resolved. On September 9, 2014, she stated that she could see that her account had been credited and she was able to continue using her PayPower account.
We consider this to be resolved. Please feel free to contact us with any further questions.
Best Regards,
[redacted] L. [redacted]
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

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, 8, 2015/09/14) */
VIA Revdex.com WEBSITE
September 14, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 21, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with...

respect to applying funds from her Reloadit Pack to her 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 transferring the money from her Reloadit Pack to her GPR card via www.reloadit.com. She indicates that the website was continually down; this is not the case. For optimal performance, we suggest using the Google Chrome browser to access www.reloadit.com.
Ms. [redacted] did not provide us with any information (e.g., the Pack number) that would enable us to assist her. We have contacted Ms. [redacted] several times to offer assistance. Ms. [redacted] failed to respond and provide any of the requested information that would enable us to do so. As a result, we must assume that this matter has been resolved. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Unless Ms. [redacted] provides further information, we [redacted] 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, 10, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I started the complaint my funds were not availiablt to me. It was not until 924pm my funds were available. I immedatly used them to pay my [redacted] I intended to pay earlier. So why now do they need a card number of what was affected. When IN FACT they new the safe was down. They just nedd to come up with a backup plan not to have customers money tied up when their system is down. Thats ridiculous and have better customer service. In fact Im afraid to give them my card number in fear of retaliation. I spoke to Safeway coorprate I was not the only one who called ands complained so BLACKHAWK is aware of their issues and need to fix it.
Final Business Response /* (4000, 12, 2015/09/29) */
VIA Revdex.com WEBSITE
September 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On September 21, 2015, we received a rebuttal from [redacted] with respect to our response to her original complaint.
We appreciate Ms. [redacted]'s feedback as we are continually striving to improve our products and customer experience. We are happy to hear that Ms. [redacted] was able to apply her funds to her prepaid card. The Reloadit website is best viewed with Microsoft Internet Explorer 9.0 or higher, Firefox 25.0 or higher, Safari 5.1 or higher, and Chrome 31.0 or higher. Again, we apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Final Consumer Response /* (4200, 14, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The matter should not be closed I asked them to come up with a system to fall in place if there safe is down. There safe was down for over 24hrs and whoever needed thier or wanted to spend there money they could not on whatever server they tried to use. This is not right.

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 to our Risk Department, we explained that he 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

Initial Business Response /* (1000, 10, 2015/02/23) */
VIA Revdex.com WEBSITE
February 23, 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 his 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 Mr. [redacted] had, but his inconvenience resulted from our attempt to protect him and his account.
On February 2, 2015, a block was placed on Mr. [redacted]' card because we could not verify his identity without additional information. On February 03, 2015, Mr. [redacted] contacted customer service to check the status of his card. He was transferred to our Risk Department. They were able to obtain pertinent information from Mr. [redacted], but we needed to escalate this matter to verify his identity.
On February 9, 2015, our Risk Department unblocked Mr. [redacted]' card. Mr. [redacted] can now access his money. As a courtesy, we reversed fees on Mr. [redacted]' account for a total credit of $16.20.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] NV XXXXX
[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

VIA Revdex.com WEBSITE
 
July 14, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted].,
 
On July 5, 2017,  Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to an order he placed on...

www.giftcardmall.com.  This website is operated by Blackhawk Network, Inc.
 
On July 3, 2017, Mr. [redacted] placed an order for a $50 Amazon gift card.  His order was cancelled approximately 20 minutes after it was placed.  Mr. [redacted] states that he used a Visa Gift card to make the purchase.  This may be the reason that the order was rejected.  Visa Gift cards may not be used to purchase another gift card in order to prevent fraud. 
 
At the time an order is placed, an authorization is placed on the card used to make the purchase to ensure that funds are available.  The card used to make the purchase is not actually charged until the order is shipped or sent.  An authorization may take up to ten days to be released from a Visa Gift card.  This authorization should have been released by now.  If it has not, then Mr. [redacted] should call the number on the back of his Visa Gift card.
 
Giftcardmall.com 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, GiftCards.com 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 Mr. [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]

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]...

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, 2015/07/15) */
VIA Revdex.com WEBSITE
July 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 30, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect to applying...

funds from her Reloadit Pack to her 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 has experienced difficulties accessing 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 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.
On June 26, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $150 to it. On July 2, 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] was able to transfer the money from the 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 Consumer Rebuttal /* (3000, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I intend to follow through with my complaint in the form of a FBI criminal investigation. This company may blame the delay on "waiting" periods etc... However the experience I had was far from any normal disclaimer issues. Their website was down or having technical difficulties for a week straight. The 3 customer service departments I spoke with told contradicting stories. Blackhawk Corp. contacted me via email after my Revdex.com complaint. I responded with the requested info and never received a reply email until 7/16, 3 weeks after the initial email...during that time when I called BlackHawk their customer service line had a recording stating that there were no calls being taken due to an "emergency" situation.
Final Business Response /* (4000, 15, 2015/08/12) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 16 & 17, 2015, we received rebuttals from [redacted] with respect to our response to her original complaint.
We sincerely apologize for any inconvenience that Ms. [redacted] has experienced. We understand her frustration and continue to work to improve the security of our customers and their accounts.
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, 2015/12/30) */
VIA Revdex.com WEBSITE
December 30, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 8, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to an eGift that was ordered via www.giftcardmall.com . This website is operated by Blackhawk.

We have reached out to Mr. [redacted] several times requesting further information so that we could assist him. Since Mr. [redacted] did not respond or provide any additional information, we must assume that there are no further issues. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
Accordingly, we consider this matter resolved unless we receive further information from Mr. [redacted]. 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

Revdex.com:I have reviewed the res**nse made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  If I do not receive the check, I will contact you and the complaint will be reopened.Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/03/19) */
VIA Revdex.com WEBSITE
March 19, 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...

seven 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 February 8, 2015, Ms. [redacted] purchased seven $500 Reloadit Packs as part of a scam. She provided the PIN numbers to the fraudster. Later that day, Ms. [redacted] contacted customer service. By this time, the funds from five of the seven Packs had already been used. We were able to block the two remaining Packs from use.
Ms. [redacted] contends that the original customer service representative she spoke with told her that the funds from only two of the Packs had been used and that the funds from the other five Packs were still associated with the Packs. We are not certain whether the agent misspoke or whether Ms. [redacted] misunderstood, but this was not correct. We froze all seven Packs as soon as Ms. [redacted] called customer service, but unfortunately, the funds associated with five of the Packs had already been used. In fraud schemes like this, the fraudsters usually transfer the money from the Packs within minutes after they receive the PINs.
We are sorry that Ms. [redacted] was victimized by a fraud scheme. We have requested copies of the receipt, backs of the Packs, and a photo ID on multiple occasions in order to authenticate Ms. [redacted] as the purchaser of these Packs. To date, Ms. [redacted] has failed to provide any of the requested documentation. We would be happy to issue a refund for the $1000 that was recovered, once these documents have been received. We cannot provide refunds for the other five Packs because Ms. [redacted], herself, was responsible for providing the PINs to another person and the funds have been spent.
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, 5, 2015/06/08) */
VIA Revdex.com WEBSITE
June 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On May 29, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted] with respect...

to a PayPower Visa Prepaid Card to which he opted to have his tax refund deposited. Blackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank.
On February 1, 2015, Mr. [redacted] filed his taxes through TaxACT and registered for a PayPower card. We sent his card via standard delivery that same day. It normally takes 7-10 business days for the card to be delivered. Ms. Williams did not receive the card we sent, so we sent a replacement. On March 19, 2015, Mr. [redacted] requested to cancel his card and have a refund issued to him for the balance. It generally takes 30 business days to receive a refund check.
On April 24, 2015, we issued a refund check to Mr. [redacted]. Unfortunately, that check was returned to us as undeliverable. We confirmed the address and reissued the check on May 29, 2015. Mr. [redacted] should receive the check within a week. We apologize for any inconvenience.
Accordingly, we consider this matter to be resolved. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent me two checks not sure what to do with the second one but I cashed the first one

Horrible experience received the card as gift. First time ever using it I accidentally used it with out activating it. When I do try to activate they said this card has been used and itot decline of course because I forgot to activate it. I even have the original packing it came from and everything. Now they have to put in a ticket a to have it unlock it already has been two days and nothing yet I call customer services and they said they can't do anything one of the worst card to record if getting from a gift make no sense at all. How do you lock a card right away but I haven't get to activated it yet and it take them forever to unlock it bad bad bad customer services

Initial Business Response /* (1000, 8, 2015/10/12) */
VIA Revdex.com WEBSITE
October 12, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On September 23, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted]...

[redacted] with respect to a PayPower Prepaid Visa Card. Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
On September 14, 2015, Ms. [redacted] purchased a PayPower Visa Prepaid card and loaded $20 to it at the point of sale. On September 19, 2015, Ms. [redacted] attempted to register her card, but failed identity verification. A cardholder cannot load additional money to this card until the card has been successfully registered (including passing [redacted] verification). This is a requirement of federal law.
We contacted Ms. [redacted] and explained that she could spend down the funds on the card by using it anywhere in the United States that Visa Debit is accepted. She chose not to use the card. On September 28, 2015, Ms. [redacted] requested a refund for her card.
We apologize for any inconvenience that Ms. [redacted] has experienced. We have processed a refund for Ms. [redacted]'s card. Although it generally takes about 30 business days to receive a refund check, a check was issued on September 29, 2015. Ms. [redacted] should receive the check in 7-10 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 Consumer Rebuttal /* (2000, 10, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/07/10) */
VIA Revdex.com WEBSITE
July 10, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 23, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

applying funds from his Reloadit Pack to his 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 has experienced difficulties accessing his 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 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. Mr. [redacted] states in his complaint that he was unable to access his funds and has experienced this on several occasions.
Most recently, on June 21, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $50 to it. Mr. [redacted]'s Pack was successfully applied to his prepaid card the following day.We have contacted Mr. [redacted] and confirmed that there are no further issues at this time.
We apologize for any inconvenience that Mr. [redacted] has experienced. We appreciate Mr. [redacted]'s feedback. There are other ways in which money may be added to prepaid cards. We suggest that Mr. [redacted] refer to his prepaid card's website for further details so that he may find the method that best suits his needs.
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

VIA Revdex.com WEBSITE August 10, 2017 Revdex.com Complaint Case: [redacted] RE: [redacted] Dear [redacted]., On July 25, 2017, Blackhawk Network Inc. (“Blackhawk”) received a complaint from [redacted] with respect to a refund for the activation fees for ten $200 Visa Gift cards. Blackhawk is the...

program manager for these cards on behalf of the issuer, MetaBank. Between November 21 and 22, 2016, Mr. ** purchased ten Visa Gift cards with a load value of $200 each. Since the place of purchase was offering a promotion, Mr. ** purchased each of the cards for $192.50 plus an activation fee of $6.95. On May 23, 2017, Mr. ** contacted us to request a refund for the ten cards because he no longer wanted them. U**n review of his proofs of purchase, it was determined that a refund would be approved for $1925. This was the full amount paid for the ten cards excluding the activation fee. This refund was issued on June 7, 2017. The activation fee is paid to the store so we are unable to refund those fees. We are, also, unable to refund more than the customer paid for the cards. At this time, we are unable to provide any further refunds to Mr. **. We a**logize for any inconvenience that he may have experienced. Accordingly, 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]

VIA Revdex.com WEBSITE
 
            May 26, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE:  [redacted]
 
Dear [redacted]
 
On May 17, 2017, Blackhawk Network, Inc. (“Blackhawk”) received a...

complaint from [redacted] with respect to a Visa Gift card.  Blackhawk is the program manager for this card on behalf of the issuer, MetaBank.
 
On November 23, 2016, [redacted] card was purchased for $500 by his employer on www.giftcards.com.  The card activated successfully on December 29, 2016 and has never been blocked.  Per the FAQs on the website:
 
Please note: our cards cannot be used to receive cash from an ATM or from a cashier. Additionally, transactions for online gambling sites, adult websites, money transfer services, PayPal, and recurring bill payment will be declined.
 
The only declined transactions on [redacted] account are for PayPal and cash advances.  Both of these types of transactions are restricted on Visa Gift cards.  Since [redacted] is not the purchaser of the card, we are unable to process a refund.  We suggest that [redacted] use the card for non-restricted transactions online or at retailer in the U.S. that accepts Visa debit.  If this is not acceptable to [redacted], then he may return the card to the purchaser and request that the purchaser request a refund.  We apologize for any inconvenience that [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 89511
[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
VIA Revdex.com WEBSITE
December 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted]
On December 15, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from [redacted]...

with respect to a duplicate order that she placed through Kroger. Blackhawk fulfills these orders for Kroger through our online channel Gift Card Mall.
On December 6, 2015, Ms. [redacted] placed two orders online through Kroger. Ms. [redacted] only intended on placing one order, but we received duplicate orders. Since Ms. [redacted] only needed one order, we refunded one of the orders (XX-XXXXX-XXXX-XXXXXX) on December 15, 2015. The credit should have already posted to the credit card Ms. [redacted] used to place her orders. We apologize for any inconvenience or delay that Ms. [redacted] experienced.
Accordingly, we consider this matter to be resolved. Please, reach out 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, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]@bhnetwork.com
Where can I send the duplicate gift cards back to?