Blackhawk Network, Inc.

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

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,*** ***

VIA Revdex.com WEBSITE
March 29,
Revdex.com
Complaint Case: ***
RE: *** * *** Rebuttal
Dear *** *.,
On March 26, 2018, Blackhawk Network, Inc(“Blackhawk”) received a rebuttal from *** *** in regards to our response to his original complaint
We apologize for any delay or inconvenience that *** may have experienced. According to our engineers, all of the codes have been sent to ***. On March 28, 2018, we reached out to *** to confirm that he has received all of the codes. Since we did not receive a response, we must assume that this matter has now been resolved
Accordingly, we consider this matter to be closedPlease reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
*** ** *** *** ***

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

VIA Revdex.com WEBSITE
June 30,
Revdex.com
Complaint Case: ***
RE: *** ***
Dear *** *.,
On June 20, 2017, Blackhawk Network Inc(“Blackhawk”) received a complaint from *** *** with respect to a refund for an Outback
Steakhouse gift card. Blackhawk is the program manager for this card on behalf of the issuer, Bloomin’ Brands, Inc
On June 19, 2017, *** *** placed an order for a $Outback Steakhouse e-gift card. *** *** did not receive the e-gift in time for his purchase so he requested a refund. We apologize for any delay or inconvenience that *** *** may have experienced.
On June 22, 2017, a refund was processed for this order. It generally takes three to six business days for the credit to show on the customer’s account. *** *** should have received the refund credit by now
Accordingly, we consider this matter to be resolved. Please, reach out to us with any further questions
Best Regards,
*** ***
Blackhawk Network
Customer Service Specialist
Reno, NV
***
***

Initial Business Response /* (1000, 8, 2015/04/13) */
VIA Revdex.com WEBSITE
April 13,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On March 19, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from ***
*** with respect to unauthorized transactions on her PayPower Visa Prepaid CardBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank
Ms*** disputed five transactions: four purchases (which she claimed she did not make) and one cash withdrawal (which she claimed was a duplicate)We applied a provisional credit to her account for all five transactionsFour of them have been resolved in her favor (so the provisional credit on those transactions is now permanent,), and we have notified her to that effectWe expect to resolve the remaining transaction by May 2, 2015, and *** notify her as to the result
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 /* (2000, 10, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/01/22) */
VIA Revdex.com WEBSITE
January 22,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On January 6, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with respect
to his dissatisfaction with the fees and the registration process associated with two PayPower Prepaid Visa cards, which he received as giftsBlackhawk is the program manager for these cards on behalf of the issuer, MetaBank
Blackhawk apologizes for any inconveniences Mr*** may have experienced
On January 8, 2015, I contacted Mr*** by phone and explained that we could issue a refund check for the cards he had receivedHe provided the card numbers within a few daysThe refund process was started on January 14, 2015, and Mr*** was advised that he would receive a check for the full amount of both cards 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 Business Response /* (1000, 8, 2015/04/06) */
VIA Revdex.com WEBSITE
April 6,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On March 20, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** *** with
respect to a PayPower Visa Prepaid Card to which he opted to have his tax refund depositedBlackhawk's affiliate, Blackhawk Network California, Inc., is the program manager for this card on behalf of the issuer, The Bancorp Bank
We apologize for any inconvenience Mr*** experienced as a result of not having his PayPower card to access his tax refund
On March 7, 2015, Mr*** filed his taxes through TaxACT and registered for a PayPower cardWe sent his card via standard delivery that same dayIt normally takes 7-business days for the card to be deliveredMr*** did not receive the card we sent, so we sent a replacementOn March 26, 2015, Mr*** received the replacement card and has since used his card to make purchases at retail locations without any further issuesSince it took a total of business days for Mr*** to receive his card, we have reversed fees on Mr***' 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

Initial Business Response /* (1000, 11, 2015/12/31) */
VIA Revdex.com WEBSITE
December 31,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** ***
Dear Ms***
On December 9, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from ***
*** *** with respect to his dissatisfaction with the fees associated with his Canada PayPower Prepaid Visa CardBlackhawk's affiliate, Blackhawk Network (Canada) Ltd., is the program manager for this card on behalf of the issuer, All Trans Financial Services Credit Union Ltd
Evidently, the person who purchased this card believed that a Visa gift card had been purchasedThe Visa gift cards Blackhawk distributes do not include any post-purchase feesThe purchaser, however, did not purchase a Visa gift cardInstead, a general purpose reloadable debit "(GPR") card was purchasedThese cards are not gift cardsThey are for self-use and are often used as checking account substitutes
Like most GPR cards, the Canada PayPower Visa Prepaid card includes a monthly feeThat fee is clearly stated on the back of the package and in the cardholder agreementThe fees begin to accrue after the initial activation that occurs at the time of purchaseOn December 9, 2015, we reversed the fees on MrFriends' card as a courtesy to him in the amount of $Since it has been quite some time since Mr*** used this account, we reissued a card to his address so that he could access these fundsIt generally takes 7-business days for a customer to receive a replacement cardMr*** should have received the card by nowHe may use the card anywhere that Visa debit is accepted
We attempted to contact Mr*** to let him know that the replacement card was being issuedUnfortunately, the email address and phone number provided on the complaint are no longer validWe apologize for any inconvenience or delay that Mr*** may have experienced
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, 5, 2014/11/03) */
VIA Revdex.com WEBSITE
November 3,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On October 29th, 2014, Blackhawk Network, Inc(Blackhawk) received a complaint from Mr***, with
respect to a $Visa Gift card he received as a giftBlackhawk is the program manager for this card on behalf of the issuer, MetaBankMr*** stated that when he tried to use the card, he found that it had already been completely redeemed by an unauthorized user
BHN apologizes for the inconvenience Mr*** experienced with his gift cardWe have contacted Mr*** to let him know that we *** be sending him a replacement card for the full value of the disputed chargeHe should receive it within the next two weeks
We consider this dispute to be resolved
Best Regards,
*** ***
Customer Service Specialist
*** NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Complaint: ***I am rejecting this response because: while they acknowledge the issue, they make no attempt to rectify it.Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/10/05) */
VIA Revdex.com WEBSITE
October 5,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On September 14, 2015, "Reloadit" received a complaint from *** *** with respect to a Reloadit
Pack"Reloadit" is a brand name; not a companyBlackhawk Network California, Incis the issuer of the Reloadit Pack
On September 2, 2015, Mr*** purchased a Reloadit Pack and associated $to itUnfortunately, Mr*** was unable to apply the Pack to his prepaid card via www.reloadit.com because he did not pass *** Identity Verification (IDV) process at the time he registered his cardWhen a customer fails to pass *** the customer may spend down the remaining funds on the card, but cannot take full advantage of the benefits of a prepaid card including reloading funds on the cardOn September 11, 2015, Mr*** contacted us and requested a refund, since he was unable to use the Pack
We apologize for any inconvenience or delay that Mr*** has experiencedWe have processed a refund for the full amount of his Reloadit Pack including the purchase feeHe should receive it soon, if he has not already done so
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 /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept based on receiving my full refundOf course, it was promptly refunded only after this company being contacted by the Revdex.com with a formal complaintTheir response completely eliminates the reality of what this customer had to go through prior to filing a complaint, as a last resortYes, my identification could not be "verified" for whatever reason, and yes I was unable to access the funds for that stated purposeHowever, what their response fails to even mention is the fact that their website continuously gave error messages, for days and days, and the several customer service reps I was forced to contact at considerable inconvenience to me, were less than helpful...to be kindTheir was absolutely no way, other than waiting for over a month to receive my refundI had reviewed many online complaints, also with the Revdex.com, that mirrored my issues and nothing seems to have been done about this at allIf their initial response would have been similar to what I rec'd after being forced to file a complaint with the Revdex.com, which I have never had to do before this experience, I would have been more than understanding and no problemI would caution anyone, everyone, who may purchase this product to have a backup in place, as it is extremely difficult to pay bills with a useless cardTo be fair, the card worked fine with my initial purchase amount, however, forget about using one of these 'reloadit' products with any confidence it *** workThanks for the refund though

Initial Business Response /* (1000, 5, 2015/04/06) */
VIA Revdex.com WEBSITE
April 6,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** He
Dear Ms***,
On March 23, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** He with respect to a
refund for an eBay gift card that he ordered on eBayBlackhawk fulfills these orders for eBay
On February 23, 2015, MrHe placed an order on eBay for an eBay gift cardOn February 25, 2015, we shipped the order via USPS Critical MailThis is a trackable shipping methodAlthough the tracking shows that the order was delivered on March 3, 2015, MrHe claims that he never received it
We were able to verify that the card had a full balanceTherefore, on March 26, 2015, we deactivated the card and processed a refund for this order through PayPal
We consider this matter to be closedPlease, reach out with any further questions
Best Regards,
***
Blackhawk Network
Customer Service Specialist
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com

Initial Business Response /* (1000, 11, 2015/04/27) */
***Document Attached***
VIA Revdex.com WEBSITE
April 27,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On March 24, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from
*** *** with respect to unauthorized charges on her Visa Gift cardBlackhawk is the program manager for this card on behalf of the issuer, MetaBank
On March 16, 2015, Ms*** contacted customer service to begin the dispute process for two unauthorized charges on her cardOn March 25, 2015, we received the completed documentation from Ms***That same day, we were able to resolve the dispute and credit Ms***' card for $
On April 2, 2015, we processed a refund for the card per Ms***' requestShe should have received a check for the full amount
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 Business Response /* (1000, 6, 2015/05/28) */
VIA Revdex.com WEBSITE
May 28,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On May 18, 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 is the program manager for this card on behalf of the issuer, MetaBank
On January 14, 2015, Ms*** registered for a PayPower card online at www.paypower.comShe filed her taxes and requested that her refund be applied to this cardOn February 6, 2015, Ms***'s tax refund was deposited to this accountOur fraud detection systems flagged this transaction as suspected fraud, so we placed a block on the cardLater that day, Ms*** contacted customer service to have the block removedShe was transferred to our Risk department to verify her identityUnfortunately, Ms*** was not able to pass *** identity verification questions
Since we were unable to identify Ms, ***, the funds were sent back to the issuer, Santa Barbara Tax Products Group, on May 7, Ms*** should contact them 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
*** XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Santa Barbara Tax Group, they stated they need a 15digit tracking number and the exact amount sent to them from, BlackhawknetworkSo I called Black Hawk and asked for the tracking number and the exact amount, they did not orovide a tracking number but they stated the amount returned was $4,dollarsMy refund was in the amount of $4305, I would like my tracking number and correct full tax refund amountWhy would they take money from me when I did not have access, please provide me with the tracking number and full amount ASAP
Final Consumer Response /* (3000, 16, 2015/06/26) */
6-26-
I am Reporting this Company to the IRS!!! I want my Money Released Immediately, No More Run Around!!!! Send my Tax Refund and Provide me with the digit Tracking Number ASAP!!!! If this can not be Resolved by Paypower/Blackhawk by simply sending me my Tax Refund, I *** have to Sue for Lost Wages and Primitives DamagesPaypower/Blackhawk, has not sent my Refund Back Give Me my Money, No more Lies, Your Company has my Refund!!!! Release My Funds That is the only Way
Final Business Response /* (4000, 21, 2015/07/16) */
***Document Attached***
VIA Revdex.com WEBSITE
June 16,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** *** 2nd Rebuttal
Dear Ms***,
On June 29, 2015, Blackhawk Network, Inc("Blackhawk") received a second rebuttal from *** *** with respect to our response to her first rebuttal
We sent a check to Santa Barbara Tax Products on May 7, This refund was for $We verified that the check had not clearedWe placed a stop payment on the original check and reissued the check to Santa Barbara Tax Products Group on July 13, We are unsure why the original check was never cashed and apologize for any inconvenience that this may have causedWe are still unaware of any 15-digit tracking number and do not have one to provide to Ms***Ms*** *** need to address any further concerns regarding this matter to Santa Barbara Tax Products Group
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, 2015/01/29) */
VIA Revdex.com WEBSITE
January 29,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** **
Dear Ms***,
On January 21, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** ** with respect to four
PayPower Prepaid Visa cards which she purchased as a result of a scamBlackhawk is the program manager for these cards on behalf of the issuer, MetaBank
Blackhawk apologizes for any inconveniences Ms** may have experienced
On January 7, 2015, Ms** contacted our first level call center to report the scamAt this time, the cards were suspended from useThe customer was asked to send us copies of the cards and receipt for verification, which were received in a timely mannerMs*** refund request was approved on January 22, The customer should receive a check for the full amount of the four cards 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 /* (2000, 7, 2015/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Ordered a $*** Gift card through giftcardmall.comAfter accepting the order, got an email that the order is cancelledCS representative (***) Jarson mentions that the computer security system rejected the order and they cannot share the reason whyCS asks to resubmit the order and it too is cancelledThis company is a fraud, collecting Credit card numbers and then cancelling the orders for no reasonStay away from this company

Initial Business Response /* (1000, 11, 2015/12/11) */
VIA Revdex.com WEBSITE
December 11,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***
On November 17, 2015, Blackhawk Network Inc("Blackhawk") received a complaint from *** ***
with respect to seven eBay gift cards that he ordered on eBayBlackhawk fulfills these orders for eBay
On September 23, 2015, Mr*** placed an order on eBay for seven $eBay gift cardsThe order was shipped on September 26, via UPSAccording to the tracking, the order was delivered on October 2,
Mr*** has stated that he was unable to redeem the gift cards even though we shipped them with full balancesWe are still researching this claim and *** submit an updated response shortlyPlease 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, 2015/08/28) */
***Document Attached***
VIA Revdex.com WEBSITE
August 28,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***,
On July 31, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from *** ***
with respect to two Reloadit Packs that he purchased as a result of a scamBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack
On June 20, 2015, Mr*** purchased two Reloadit Packs as the result of a scamThat same day, he suspected fraud and contacted customer serviceWe were able to block the Packs from use before the fraudster could apply the fundsIn order to verify Mr*** as the purchaser of the Packs, we requested documentation, which we received on July 31, Once the documentation was received, we processed and approved his refundA check for the full amount of both Packs was issued on August 11, Mr*** should have received it by now
Accordingly, 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, 2015/11/25) */
VIA Revdex.com WEBSITE
November 25,
Revdex.com
Complaint Case: XXXXXXXX
RE: *** ***
Dear Ms***
On November 2, 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 October 29, 2015, Ms*** had an unusually large credit post to her accountThe amount of the credit exceeded the maximum allotted value of the card accountThis caused our system to block her card account due to suspected fraudNo fraud detection system is perfect, and occasionally, systems block cards where no fraud is involvedThat same day, MsBrown contacted customer service to check on the status of her accountWe explained to her that there was a block on her accountThe agent informed MsBrown that the issue would be escalated to our Risk Department and someone would be in contact with her
On October 30, 2015, our Risk department unblocked Ms***' accountAs a courtesy, we reversed fees on Ms***' 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
Reno, NV XXXXX
www.BlackhawkNetwork.com
***@bhnetwork.com