Blackhawk Network, Inc.

VIA Revdex.com WEBSITE
May 22,
Revdex.com
Complaint Case: ***
RE: *** ***
Dear *** *.,
On May 12, 2017, Blackhawk Network, Inc(“Blackhawk”) received a complaint from *** *** with respect to two disputed transactions on his
PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
On April 6, 2017, Mr*** contacted us to ask for the last five transactions on his account even though the account had been closed on March 2, due to the closure of the PayPower program. On April 8, 2017, we received documentation disputing two transactions totaling $from Mr***. On April 11, A provisional credit for this amount was applied to Mr***’s account. A letter was sent to Mr*** that same day explaining that the credit was temporary while we investigated his claim. It also stated that it could take days to investigate the claim and that the provisional credit would be reversed and charged against his account in the event that his claim was denied
On April 13, 2017, our investigation was concluded and a letter was sent to Mr*** stating that no error was found. The letter also notified Mr*** that the provisional credit of $would be reversed and debited from his account on April 20, 2017. To ensure that Mr*** had a chance to review the letter sent to him, the funds were not reversed until April 26, 2017. This dispute has been closed and no further credit will be provided for these transactions. We apologize for any delay or inconvenience that Mr*** may have experienced
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV
***
***

Initial Business Response /* (1000, 13, 2015/10/23) */
VIA Revdex.com WEBSITE
October 23,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***
On September 28, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from ***
*** with respect to a block on her T-Mobile Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, The Bancorp Bank
We apologize for the negative experience Ms*** had, but her inconvenience resulted from our attempt to protect her and her account
On September 8, 2015, Ms*** transferred money from her personal bank account to her T-Mobile Visa Prepaid CardOur system blocked her card account due to suspected fraud because the transaction fit the pattern of known suspicious activityNo fraud detection system is perfect, and occasionally, systems block cards where no fraud is involvedOn September 10, 2015, Ms*** contacted customer service to check on the status of her accountWe explained to her that there was a block on her accountThe agent informe*** that the issue would be escalated to our Risk Department and someone would be in contact with her
Through an in-depth interview with Ms*** and further research, we were able to properly validate Ms***On October 12, 2015, the block was removed from Ms***'s accountWe appreciate Ms***'s participation in our investigationShe should have no further issues accessing her account
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 10, 2015/03/05) */
VIA Revdex.com WEBSITE
March 3,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***,***
Dear Ms***,
On February 25, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** ***,***
with respect to four Reloadit Packs of $eachBlackhawk's affiliate, Blackhawk Network California, Incis the issuer of the Reloadit Pack
On February 13, 2015, Mr***'s mother (*** ***) purchased the Reloadit Packs as a result of a scamEvidently, Ms*** intended to give the Pack numbers to the fraudstersThe next day, Ms*** contacted customer service to report the scamFortunately, the funds were still associated with the Packs
We was asked Ms*** to send us copies of the packs and receipt for verification, which she didHer refund request was approved on February 27, She should receive a check for the full amount of the four packs within days
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not consider this matter closed until I get confirmation from my mother that she received a check for $ 2,from Blackhawk and that she was able to deposit the check and hours pass *** the deposit date to assure adequate funding is availableI an surprised and pleaseed by the quick reaction of Ms.***, Blackhawk to this investigation and I look forward to putting this problem behind usPlease send me a similar confirmation message on March and I *** provide you with an update on the payment status
Final Consumer Response /* (2000, 15, 2015/03/24) */
3-23-
Sent via email:
Ms***,
My mother received a check from Blackhawk Networks, Inclast Thursday, March, the check was cashed, and enough time has passed ** verify that there was sufficient funds in the account to cover the checkThis being the case, the *** family considers this issue resolved and we would like to formally withdraw our complaint about Blackhawk Networks and their Reloadit business ventureAlthough I still have concerns with Reloadit and ease that older Americans are being preyed upon by third world countries using reloadit cards as a funding source, I can't complain about the way Blackhawk responded to the complaint once you got involved
I would like to thank you and your staff for helping us get this issue resolvedI *** be sending Blackhawk a similar e-mail, withdrawing my complaint with them and thanking them for doing the right thingPlease feel free to contact me should you need anything else to close out the subject case
Thank you again,
*** ***

Initial Business Response /* (1000, 5, 2015/03/05) */
VIA Revdex.com WEBSITE
March 5,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On February 23, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with
respect to a PayPower Visa Prepaid Card to which she opted to have her tax refund depositedBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank
On February 4, 2015, Ms*** filed her taxes through TaxAct and registered for a PayPower cardWe shipped the card via standard delivery that same dayIt normally takes 7-business days for the card to be deliveredOn February 20, 2015, Ms*** contacted customer service to request a replacement card since she never received the original card that was sentA replacement card was expedited to herShe was informed that it normally takes 3-business days for deliveryMs*** waited only business days before requesting an additional card on February 25, Later that day, she received the replacement that had been previously sent, but was unable to use it due to the fact that she had requested another card
On February 27, Ms*** received her card and has since used her card to make purchases at retail locations and to withdraw funds at ATMs without any further issuesSince it took a total of business days for Ms*** to receive her card, we have reversed fees on Ms***'s account for a total credit of $
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 8, 2015/06/08) */
VIA Revdex.com WEBSITE
June 8,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 21, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect to a
block on his T-Mobile Visa Prepaid CardBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf the issuer, The Bancorp Bank
On April 8, 2015, Mr***'s account was blocked because of suspicious transaction patternsWe suspected that his account had been used to defraud several consumersPer the terms and conditions of Mr***'s card:
We may cancel or suspend your Card or this Agreement at any time for any reason (for example, if we suspect fraud or unauthorized activity on your Card Account)
On April 9, 2015, Mr*** contacted our Risk departmentWe requested various documents to verify his identity and prove ownership of various Reloadit Packs that had been loaded to his cardWe advised that sending this documentation could lead to his account being unblocked
Mr*** failed to provide any documentation proving ownership of any of the PacksMoreover, several consumers called to complain that they were defrauded into purchasing Reloadit Packs that were loaded to Mr***'s accountAccordingly, on April 20, 2015, we closed Mr***'s account
Because Mr***'s account has been associated with fraud, we *** not reopen the account and *** not provide any type of refund to Mr*** unless he can show that he purchased the Reloadit Packs used to load the accountInstead, the money in his account *** be reserved for refunds to the fraud victims
We consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Truly a low and despicable company and customer service representative to post accusations with no proofAlmost to the point of defamation
First off, Blackhawk has the worst "customer service" you could ask for in a companyEvery single person says something different, nobody knows what is going on, and the worst is THEY LIE AT GREAT LENGTHS
More related to my situation, I was contacted once by a mysterious person that said they were from the risk departmentThey asked for my a picture of my ID next to my prepaid cardI did as such and emailed it the email address providedThere was no responseNo follow-upNo one to call at this risk departmentA waste of time and an illusion that they were doing something about my account
This is the first I'm hearing about any fraud and reloadit packsThey were all purchased legitimately with cashOf course I can't show I purchased the packs at this point as it's been MONTHS since then and have been thrown out! If I committed fraud, wouldn't I be contacted by these people I defrauded or the POLICE? What a complete farce to hold people's funds for your corrupt company!
I have been doing research during this period and there are HUNDREDS of other individuals that I have seen online with the same issue of BLACKHAWK NETWORK blocking and locking funds for no reasonAre all these people executing fraud? It seems more likely there is fault with your companyI see a Class Action in your future
Final Business Response /* (4000, 14, 2015/06/29) */
***Document Attached***
VIA Revdex.com WEBSITE
June 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear MsGreen,
On June 11, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal from *** *** in regards to our response to his original complaint
Mr***'s account has been closedThe Reloadit Packs that have been applied to his account have been associated with fraud by individuals who have claimed that they have been scammedThese individuals have been able to prove ownership with proper documentationSince Mr*** is unable to produce these documents, we are unable to provide him a refund
We consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Final Consumer Response /* (4200, 16, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is full of lies and deceitYou can't believe a word from the mouth of any of their representativesThe chain of command is disjointed and the people in their current positions have no idea what is going on
I have proof of purchased product and receipt but your department has failed to receive them MULTIPLE times
Your claim to use MY funds to pay back some unknown person that was scammed (I have yet to find out who) yet the funds are slowly being depleted by MONTHLY FEES right into your pocket
This is a crooked company and they *** be exposed through lawsuitsDo any cursory Internet search and you *** see thousands with the same issueClass action is being prepared

Initial Business Response /* (1000, 5, 2015/02/23) */
VIA Revdex.com WEBSITE
February 23,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On February 12, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to a Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Incis the issuer of the Reloadit PackMr*** complained that he attempted to transfer $from his Pack to a prepaid debit cardThe transfer was rejected by his card issuer, but the money was deducted from the Pack
Blackhawk apologizes for any inconvenience Mr*** may have experiencedMr***'s issuer was correct to reject the transfer because Mr*** attempted to load a sub-account rather than the master accountHowever, we should not have deducted the money from Mr***'s Pack when his transfer was rejected
On February 13, 2015, we added the money back to Mr***'s Pack and Mr*** transferred the money to his cardWe confirmed with the card issuer that the transfer was successful
Accordingly, we consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** NV XXXXX
***
***@bhnetwork.com

VIA Revdex.com WEBSITE
April 14,
Revdex.com
Complaint Case: ***
RE: *** ***
Dear Ms***,
On March 21, 2016, Blackhawk Network Inc(“Blackhawk”) received a complaint from *** *** with respect to applying funds from
his Reloadit Pack to a prepaid card via the Reloadit Safe on ***. Blackhawk’s affiliate, Blackhawk Network California, Inc., operates this website and issues the Reloadit Pack
Mr*** states that he experienced difficulties accessing the funds from his Reloadit Pack. All Reloadit customers must create a safe via ***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 or use it to pay a bill through the bill pay option. 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
On March 19, 2016, Mr*** purchased a Reloadit Pack and associated $to it. The following day, Mr*** created a safe and added his Reloadit Pack to it. Within a few hours of creating the safe, Mr*** was able to use the funds to make two bill payments. Currently, there is a balance of $on his Reloadit Pack. He may access his safe to either apply the funds to a prepaid card or make another bill paymentWe apologize for any inconvenience or delay that Mr*** may have experienced

Initial Business Response /* (4000, 12, 2015/05/07) */
***Document Attached***
VIA Revdex.com WEBSITE
May 7,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On April 24, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from
*** *** with respect to a block on T-Mobile Visa Prepaid Cards she had purchased and loaded with $eachBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card, on behalf of the issuer, The Bancorp Bank
On March 10, 2015, we placed a block was placed on Ms***'s cards due to suspected fraudMs*** did provide some documentation; however, she refused to provide information which would enable us to fully validate her and remove the block on the cards
Since five of the cards have been registered under other names, we are unable to process refunds for themWe *** send her a refund for the other cards ($for the remaining balances, and a $check for a refund of the monthly fees imposed)She should receive the checks within days
Accordingly, we consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

I purchased this card specifically because it "re-load able" When I activated the card online I was given the message that it couldn't be processed I was not told why I called customer support and was told something (a field I typed in) did not match, I was not told what it was matching against I was instructed to wait hours and then redo the process I got the same message about not being able to process my information When I called customer support again I was told once a field doesn't match the "public record" then you can never correct it
This is ridiculous In today's world of technology the company should be able to pull up the infomation and allow a person to verify who they are Even the supervisor would not help
This company now has my SSN, DOB, address and phone number I think people should be afraid of what this company might do with their information and the company should learn to be more helpful to the people purchasing their product

Initial Business Response /* (1000, 11, 2015/05/22) */
***Document Attached***
VIA Revdex.com WEBSITE
May 21,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On April 21, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from
*** *** with respect to a PayPower Visa Prepaid Card to which his tax refund was depositedBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
On March 13, 2015, Mr*** applied and registered for a PayPower cardHe filed his taxes and requested that his refund be applied to this cardA tax refund posted to Mr***'s account on April 8, That same day, our fraud detection system flagged this account as suspected fraud, so we placed a block on the cardOn April 11, 2015, Mr.*** contacted customer service to have the block removedAdditional calls were made by a woman claiming to be Mr***'s girlfriend, who stated Mr*** was in prison
With a few minor exceptions, federal law requires us to verify the identity of every cardholder before giving them access to fundsSince we were unable to successfully identify Mr***, we are sending the funds back to the issuerMr*** should contact *** *** Tax Products Group regarding this refund
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company was able to verify multiple indentifying factors by *** *** such as name, ***, full ss#, current and previous addresses, realativs names, ages and relationshipsEven with all of the above identifying factors the account was still closedThat is ok, but what is not ok is that the funds were supposed to be sent back to the issuer Santa Barbara Tax Products Group on April 27, It is now June 8, and the company still has not received the funds amounting $4,from Blackhawk NetworkI have made multiple phone calls to the corporate office and told that it takes 3-days for the transfer, then I was told it takes 7-days to transfer and now I have been also told it takes 30-days to transfer the funds back to the issuerThe funds were sent electronically to Pay Power and they should be sent back the same wayI have never heard any funds taking that long to be sent back to to a issuerThat is a very large sum of money that was paid to *** *** by the IRS to still not be availableI could understand if it was from a unknown issuer to possibly take longer but it was a tax returnThis needs to be resolved yesterday! This is ridiculous and a very shady company to ever do this to someone!
Final Business Response /* (4000, 17, 2015/06/29) */
***Document Attached***
VIA Revdex.com WEBSITE
June 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear Ms***,
On June 9, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal from *** *** with respect to our response to his original complaint
The security measures that we have in place are for the safety of our customers and their accountsMr***'s funds were returned to Santa Barbara Tax Products Group ("SBTPG") on May 14, At this time, we recommend that he direct all questions and concerns related to this refund to SBTPG as we no longer have this money
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

VIA Revdex.com WEBSITE
January 18,
Revdex.com
Complaint Case: ***
RE: *** *** 2nd Rebuttal
Dear *** *.,
On January 12, 2017, Blackhawk Network Inc(“Blackhawk”) received a second rebuttal from *** *** with respect to our response to his first rebuttal
We sincerely apologize for any inconvenience that Mr*** may have experienced. As stated in our initial response, we cannot disclose the reason for the security flag that has prevented Mr*** from placing orders. We appreciate his feedback and his interest in Blackhawk Network
We consider this matter closed. Please, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV
***
***

Initial Business Response /* (1000, 5, 2015/05/19) */
VIA Revdex.com WEBSITE
May 19,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 5, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from John *** with respect to his
Visa-branded Reward Card ("Reward Card") that was given to him as part of a consumer promotionBlackhawk is the program manager for this Reward Card on behalf of the issuer, MetaBank
Unfortunately, Mr*** was given misinformation when he contacted customer serviceAs soon as we became aware of the issue, the agent received additional training, the unauthorized charges were disputed, and a provisional credit was applied to the Reward Card, bringing the balance to the full original amountThe Reward Card currently has a balance of $and is ready for use
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From: *** R*** mailto:***@hotmail.com
Sent: Monday, June 1, XXXX XX:XX
To: 'Revdex.com'
Subject: RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXXX-X-XXXX)
Unfortunately, this complaint is not resolvedFirst, my name is *** (aka: ***) ***, not JohnSecond, the "provisional credit was applied to the Reward Card, bringing the balance to the full original amountThe Reward Card currently has a balance of $and is ready for use," is not trueI attempted to use the card on 5/31/at Home Depot in Chardon, OH and it was declined
I have completed all of the forms and emailed the letter received from Blackhawk Network back to them as they didn't know what letter I had gotten from themI have done everything they have asked, but still resolutionI am beginning to believe that this is nothing more than a scam
Thank you for your attention to this matter
Sincerely,
*** ***
Final Business Response /* (4000, 9, 2015/06/17) */
VIA Revdex.com WEBSITE
June 17,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear Ms***,
On June 4, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal from *** *** with respect to our response to his original complaint
We have reached out to Mr*** and have confirmed that he had discarded the wrong card by mistakeOn June 9, 2015, we sent Mr*** another replacement card that he should receive shortly, if he has not already done soThe replacement card has the full balance of $
We consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2015/05/18) */
VIA Revdex.com WEBSITE
May 18,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 12, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect to a
Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
On April 24, 2015, Mr*** purchased a Reloadit Pack and associated $with the PackOn April 28, he states that he attempted to transfer the money on his Pack to a prepaid card via the internet and was told that her money had been successfully transferred but that he would need to wait three hours before the money would show up in his prepaid card accountLater that day, he called customer service because the funds had not been applied to his card
Unfortunately, Mr*** appears to have been the victim of a cloned siteHe 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 are in the process of contacting 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 *** show up in their prepaid accountWe 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 Mr*** entered his Pack number on the cloned site, he gave the fraudsters the information they needed to transfer the money on his Pack to a prepaid card they controlledBy the time Mr*** called customer service, the fraudsters had done just that
Unfortunately, we cannot provide a refund to Mr*** because he gave the Pack number to a criminalWe suggest that he file a police report regarding this matterIf Mr*** does pursue this matter with law enforcement, then we *** assist them in their efforts to apprehend the perpetrators
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 5, 2014/08/12) */
VIA Revdex.com WEBSITE
August 12,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***
On August 7, 2014, Blackhawk Network (BHN) received a complaint from Ms*** in regards to the
Visa PayPower Card she received for her birthday in December of When she went to use the card in April of 2013, she was unable to due to lack of fundsHer card had been charged $for the months of January - April leaving her card with a balance of $She stated that when she received the card, there was no indication of a maintenance fee on the packaging and she was unaware of the terms and conditions upon registering it
On August 12, 2014, all monthly fees charged to Ms***'s card were reversed and the account was retiredA refund request was sent to BHN's settlement team for processingAs a courtesy, BHN has waived the $refund feeMs*** *** be receiving a check in the amount of $via United Postal Service on or before September 9,
We consider this to be resolvedPlease feel free to contact us with any further questions
Best Regards,
*** L***
Customer Service Specialist, CS-Corp
***@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 7, 2014/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because it was exactly what I requested, nothing more or lessI am very grateful for your help in this matterI will be sure to follow up with the Revdex.com and BHN if they do not fufill their promiseThank you

Complaint: ***I am rejecting this response because:
This does not resolve the issue of customers spending a lot of time creating orders and Black Hawk provides a canned response that blames their security system They should not continue selling gift cards to people and then cancelling their order After doing some research, there's thousands of people complaining about this exact same thing Not disclosing the reason because of security is not an adequate response Credit card companies for years have been able to disclose reasons security measures were taken Same with thousands of other companies Blackhawk is using this as an excuse for being a poorly operated business My case shall remain open until resolved This should be reflected on their Revdex.com score for other customers to see and be aware of the issues suffered by thousands due to Blackhawk.Sincerely,*** ***

Initial Business Response /* (1000, 10, 2015/05/04) */
***Document Attached***
VIA Revdex.com WEBSITE
May 4,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On March 30, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from
*** *** with respect to unauthorized transfers made from his PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
Unfortunately, Mr*** appears to have been the victim of identity theftOn February 15, 2015, someone impersonating Mr*** (a fraudster) called our customer service and requested to have his email address changedThe fraudster had already stolen Mr***'s' identity, so he was able to provide all the information required to authenticate him over the phoneSince the customer service agent was able to properly authenticate the caller, the agent made the requested change to Mr***'s accountOnce the change was made, the fraudster was able to access Mr***'s account online
On February 20, 2015, after making the necessary changes to Mr***' account, the fraudster transferred $to another prepaid accountOn February 21, 2015, another unauthorized transfer was made by the fraudster in the amount of $On February 22, 2015, Mr*** contacted us to dispute the two unauthorized transactionsSince the money was withdrawn from the accounts to which the funds were transferred on the same day the transfers were made, it was impossible for us to recover the funds
We are sorry that Mr*** was victimized by this fraud scheme that resulted in an account takeoverAlthough we were unable to recover the funds that Mr*** lost, we have credited his account in the amount of $We contacted Mr*** to inform him that the funds were availableWe also reassured him that this would not happen again in the future as our procedures and processes for changing account information have changed this occurrenceWe suggest that Mr*** file a police report regarding this matterWe *** assist law enforcement agencies in their efforts to apprehend the perpetrators
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/05/04) */
VIA Revdex.com WEBSITE
May 4,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On April 20, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to unauthorized transfers made from her PayPower Visa Prepaid CardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
Unfortunately, Ms*** appears to have been the victim of identity theftOn April 4, 2015, someone impersonating Ms*** (a fraudster) called our customer service and requested to have her email address and username changed in order to access her online accountThe fraudster had already stolen Ms***'s identity, so she was able to provide all the information required to authenticate her over the phoneSince the customer service agent was able to properly authenticate the caller, the agent made the requested changes to Ms***'s accountOnce the changes were made, the fraudster was able to access Ms***'s account onlineThe fraudster then made a number of unauthorized transactions
Ms*** correctly states that she had $1,in her account before the fraudster gained accessBefore we closed the account, three recurring payments scheduled in advance by Ms*** were made; these payments totaled $Since these payments were authorized by Ms***, we have deducted them from the $1,733.09, leaving $We have credited one $monthly fee to Ms***'s account, for a total refund of $She should receive a check within days
Because Ms*** was the victim of identity theft, we urge her to file a police report and place fraud alerts on her file with the three major consumer reporting agencies
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the responseI *** wait until I receive the $check in my mail before I *** agreeTo be accurate I closed my account due to fraud on 2/5/not 4/20/It has not reached the above specified days so until I actually have my check I *** leave my Revdex.com case openThank You
Final Business Response /* (4000, 12, 2015/05/18) */
VIA Revdex.com WEBSITE
May 18,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** Rebuttal
Dear Ms***,
On May 5, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal from *** *** with respect to our response to her original complaint
The refund check was issued on May 14, Ms*** should receive the check by the end of this week
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 9, 2015/07/27) */
VIA Revdex.com WEBSITE
July 27,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On July 2, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with
respect to an unauthorized charge on his Visa Gift cardBlackhawk is the program manager for these cards on behalf of the issuer, MetaBank
On March 11, 2015, Mr*** contacted customer serviceHe stated that he had received the card as a holiday giftWhen Mr*** tried to use the card, he discovered that there was only $left on the cardA $purchase from Sears had been made on January 4,
We asked Mr*** to provide a completed dispute form, a copy of the front and back of the card, and proof of purchase
Mr*** provided the form and the copies of the card, but was unable to provide the proof of purchase as the card was given to him as a giftNevertheless, we have credited $to the replacement card that Mr*** receivedWe have contacted him to let him know that the balance has been restored to the card and is ready for use anywhere within the U.Sthat Visa Debit is accepted
We consider this matter to be resolvedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
***
***@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 11, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I am accepting the offer to restore the balance of the card which is what I requested in March 2015, I hope in the future they do not wait for a consumer to get this frustrated to the point of filing a complaint to get a resolutionThe customer service was absolutely worthlessI would expect the company learn from this and focus on better ways to improve customer serviceI checked the balance of the card this morning and see there is a $balance on the cardThank you

Initial Business Response /* (1000, 8, 2015/06/29) */
VIA Revdex.com WEBSITE
June 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On June 8, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to a Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
On March 26, 2015, Ms*** purchased a Reloadit Pack and associated $with itThat same day, Ms*** contacted customer service for assistanceShe was instructed on how to add the Pack to a Reloadit safe at www.reloadit.comThe safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraudUnfortunately, Ms*** had difficulty creating a safeSince the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Ms*** requested a refund for her Reloadit Pack
Ms*** claims that someone in customer service told her Reloadit had been hackedThis is incorrect and appears to be the result of miscommunicationWe apologize for any inconvenience that Ms*** has experiencedWe have processed a refund for $and another for the purchase fee of $Both checks were issued on June 19, Ms*** should receive both checks within two weeks
We consider this matter closedPlease, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person I originally spoke with never mentioned anything relating to "safe"I have no idea what that isAnyway, I am grateful for Revdex.com assisting me in this matter
**