Blackhawk Network

Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ VIA Revdex.com WEBSITE March 2, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On February 23, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] 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 We apologize for any inconvenience Ms [redacted] experienced as a result of not having access to her account On January 30, 2015, Ms [redacted] filed her taxes through TaxAct and registered for a PayPower cardIt normally takes 7-business days for the card to be deliveredUnfortunately, Ms [redacted] never received the card that was shipped to herOn February 23, 2015, we reissued a card via expedited delivery to Ms [redacted] We attempted to contact Ms [redacted] several times with no successOn February 27, 2015, Ms [redacted] received and activated her cardShe now has access to the funds on her accountAs a courtesy, we have reversed the fees on Ms [redacted] '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, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com

Initial Business Response / [redacted] (1000, 9, 2015/12/04) */ VIA Revdex.com WEBSITE December 4, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms [redacted] , On November 11, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] with respect to a Visa-branded Reward Card ("Reward Card")Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards We sincerely apologize for any inconvenience and delay that Ms [redacted] may have experiencedOur records indicate that the card was originally issued on September 14, and mailed on September 18, On October 26, 2015, a replacement card was mailed per Ms [redacted] 's requestUpon receipt of this complaint, we replaced the card againThis time we expedited the shipping and mailed it via UPSMs [redacted] should have received the card by now It is our intention that our Reward Card recipients have a positive experience with the cards that we provide Accordingly, we consider this matter closedPlease, reach out to us with any further questions Best Regards, [redacted] Blackhawk Network Customer Service Specialist Reno, NV XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com

Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ VIA Revdex.com WEBSITE October 2, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms [redacted] On September 10, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] with respect to unauthorized charges on a Visa-branded Reward Card ("Reward Card")Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards We sincerely apologize for any miscommunication on our part and any inconvenience that Mr [redacted] may have experiencedOn September 11, 2015, a credit was applied to your card for the entire disputed amountOur records indicate that the Reward Card has now been fully used Accordingly, we consider this matter closedPlease, reach out to us with any further questions Best Regards, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com

Complaint: [redacted] I am rejecting this response because: the response by the business was incomplete All they did was quote from their policy manual They did not address my questions and/or concerns They say specifically that "disputes may be filed within days from the time that a transaction posts." The policy is simply unacceptable It does not allow for theft or fraud of the gift card How am I supposed to file a dispute within days of the posted transaction when I'm not even aware such a transaction took place? Rather the policy I believe should read that the dispute should be filed within days of DISCOVERY Otherwise why bother with an expiration date on the card? Again I must insist that I am not at fault and ask that you reconsider my claim for refund in the amount of $ Sincerely, [redacted] ***

VIA Revdex.com WEBSITE April 18, Revdex.com Complaint Case: [redacted] RE: [redacted] Dear [redacted] *., On April 1, 2017, Blackhawk Network, Inc(“Blackhawk”) received a complaint from [redacted] with respect to the closure of ten Visa Gift cards Blackhawk is the program manager for these cards on behalf the issuer, MetaBank On January 9, 2017, Mr [redacted] accounts were closed by request of the sponsor bankPer the terms and conditions of Mr [redacted] card: We may cancel or suspend your card account at any time without notice for any reason (for example, if we suspect fraud or unauthorized activity on your card account), subject to applicable law We have processed a refund for the amount of the ten cards in the amount of $ The check will be mailed by the end of this week It generally takes 7-business days to be received via USPS once it is mailed We have reached out to Mr [redacted] with this information and have provided him a sample copy of a check so that he is aware of what it will look like We apologize for any delay or inconvenience that Mr [redacted] may have experienced We consider this matter to be resolved Please reach out to us with any further questions Best Regards, [redacted] Blackhawk Network Customer Service Specialist Reno, NV [redacted]

VIA Revdex.com WEBSITE May 25, Revdex.com Complaint Case: [redacted] RE: [redacted] Dear Maite B., On May 11, 2017, Blackhawk Network, Inc(“Blackhawk”) received a complaint from [redacted] with respect to having issues using her Visa Gift card Blackhawk is the program manager for this card on behalf of the issuer, Sunrise Banks, N.A Between May and May 12, 2017, [redacted] attempted to make purchases on a specific online site All of the transactions attempted on this website were declined Visa Gift cards may only be used online at websites that are registered in the United States The cards may not be used on websites that are set up for recurring payments due to the fact that this type of card is not reloadable Our first concern and priority will always be the security of our customers and their accounts In an effort to safeguard our customers, we regularly monitor accounts and transactions to prevent potential fraud We apologize for the negative experience that [redacted] may have had, but her inconveniences resulted from our attempts to protect her and her account [redacted] did not have issues using her card on other websites We have attached a copy of her transaction history for her review At this time, her card has a remaining balance of $ We appreciate [redacted] feedback and apologize again for any inconvenience that she may have experienced At this time, we consider this matter to be closedPlease reach out to us with any further questions Best Regards, [redacted] Blackhawk Network Customer Service Specialist Reno, NV [redacted]

The company outsources their customer service department to El Salvador While I respect the fact that they are giving jobs to other countries, the level of customer service was poor and the individuals were very hard to understand When I asked to speak to another Manager, I was told "No" repeatedly and that there was nothing more that they could to do assist me I asked to escalate and expedite my concerns, but to no availE-Gifts are to be easy and delivered the same day, but in this case, it is still pending delivery after several hours - although funds were taken out immediately I was told that the birthday gift will be delivered on another day - defeating the purpose of this purchase in the first placeI do not recommend using them and if you do, plan for your gift to arrive 1-business days later or be given the option to wait for a refund 6-business days!

Initial Business Response / [redacted] (1000, 8, 2015/06/09) */ VIA Revdex.com WEBSITE June 9, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On May 21, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] 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 February 3, 2015, Mr [redacted] contacted customer serviceHe stated that his wife had purchased a $gift card on January 18, When Mr [redacted] tried to use the card, he discovered that there was only $left on the cardA $purchase from Walmart had been made on January 19, We asked Mr [redacted] to provide a completed dispute form, a copy of the front and back of the card, the activation slip and a bank statement showing the purchase Mr [redacted] provided the form, the copies of the card, and the activation slip, but failed to provide a copy of the bank statementNevertheless, as a courtesy, we credited Mr [redacted] 's Visa Gift card with the disputed amount of $on June 5, Mr [redacted] may now use his card to spend the available balance We consider this matter to be resolvedPlease 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 / [redacted] (2000, 10, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 16, 2015/12/14) */ VIA Revdex.com WEBSITE December 14, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms [redacted] On November 26, 2015, Blackhawk Network Inc("Blackhawk") received a complaint from [redacted] with respect to an order placed on www.giftcardmall.com This website is operated by Blackhawk Network Inc Blackhawk sincerely apologizes for any inconvenience or delay MsLangford may have experienced On October 24, 2015, Ms [redacted] placed an order for a Jiffy Lube gift cardUnfortunately, Ms [redacted] never received the cardOn November 18, 2015, Ms [redacted] contacted us to request a refundThe refund process can take business daysA refund was completed on December 1, Since Ms [redacted] has been refunded, we consider this matter closedPlease, 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 / [redacted] (1000, 10, 2015/05/04) */ ***Document Attached [redacted] VIA Revdex.com WEBSITE May 4, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On April 1, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] with respect to his Canada PayPower Visa Prepaid CardsBlackhawk's affiliate, Blackhawk Network (Canada) Ltdis the program manager for these cards on behalf the issuer, All Trans Financial Services Credit Union Ltd On March 4, 2015, Mr [redacted] 's account was closed because of suspicious transaction patternsPer the terms and conditions of the card: We may, at any time and for any reason, terminate your Card and/or your use of your Card, for any reason allowed by law, such as if we suspect possible fraud or suspicious activity, or for security reasons On March 5, 2015, Mr [redacted] contacted our Risk departmentWe requested various documents to verify his identityAt that time, we explained to him that we would refund him once the requested documentation had been received and the refund had been approvedThat day, we also closed a second account in Mr [redacted] 's name Mr [redacted] provided the documentation, and we approved a refund for the remaining balance on both accounts on April 16, We have processed the refundMr [redacted] should 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, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recieved my check last weekThe entire process was horrificNo compensation for time lapseThere was no adequate update on the processing of refundThe account was closed 3rd of March, I filed a Revdex.com complaint on 31st of March and the Business is just (4th of May) responding over a month later I had to borrow money and pay INTEREST to keep my life in orderThis matter [redacted] not be resolved until I get some type of compensation for the hardships caused by Black hawk network and their month processing time while providing inadequate updates Something has to be done about the processing time for refundsThis business should not have the rating it does based on the total number of complaints and processing and response timesThey [redacted] certainly be hearing from the Canadian consumer protection agengy

Initial Business Response / [redacted] (4000, 9, 2014/10/22) */ Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I do consider the case resolved, it was very difficult to make contact with anybody but [redacted] She was helpful and politeAfter finally making contact with [redacted] she was polite and helpful as wellI did receive my full refundIt took longer than promised, but all promises were fulfilledI would advise anybody against using this companyAfter reviewing other complaints, it seems this is the norm more often than not

Complaint: [redacted] I am rejecting this response because: The LG Prepaid Card program is unfair, they don't tell me the rule when I buy their prod to get rebate, when I recive the card, the card doesn't tell this rule in obvious place either I feel like that they steal my money when I don't notice Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ VIA Revdex.com WEBSITE June 16, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On June 4, 2015, Blackhawn Network, Inc("Blackhawk") received a complaint from [redacted] with respect to four Reloadit Packs that she purchased as a result of a scamBlackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack Unfortunately, Ms [redacted] was a victim of a very common fraud schemeTypically, the fraudster [redacted] call a potential victim and impersonate a government officialThe victim is told that they must pay money immediately in order to avoid some impending disasterThe victim is asked to use a cash-like money transfer deviceWhen the victim provides the codes for the device to the fraudster, the fraudster transfers the money to one or more prepaid cards they control (as a result of identity theft) and disappears The most prevalent variant of this scheme is the IRS impersonation scamThe IRS has put out a number of press releases and videos in an attempt to warn the publicRegrettably, their efforts have not been entirely successful Ms [redacted] 's case fits the pattern all too wellOn March 20, 2015, Ms [redacted] received a call from someone (a fraudster) claiming to be from the IRSShe was asked to purchase four Reloadit Packs for a total of $in order to pay taxes she allegedly owed Later that day, Ms [redacted] contacted customer service to report the fraudAt that time, we were able to block all of the Packs from useMs [redacted] provided us with copies of the receipt and the backs of the packs to verify her as the purchaserWe have processed a refund for the total amount of funds recovered in the amount of $The check was mailed to Ms [redacted] on June 11, She should receive it within two weeksWe [redacted] send a refund for the purchase fees totaling $separatelyMs [redacted] should receive that check within days of the initial one We are sorry that Ms [redacted] was victimized by this fraud schemeWe suggest that Ms [redacted] file a police report regarding this matterWe [redacted] 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, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com

Initial Business Response / [redacted] (1000, 8, 2015/12/30) */ VIA Revdex.com WEBSITE December 30, 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 himSince Mr [redacted] did not respond or provide any additional information, we must assume that there are no further issuesWe 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 response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have received, and deposited, the $check on August 25, and am awaiting the $refund check's arrival.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/03/23) */ VIA Revdex.com WEBSITE March 23, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On March 2, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] with respect to a Reloadit PackBlackhawk's affiliate, Blackhawk Network California, Incis the issuer of the Reloadit Pack On January 29, 2015, Mr [redacted] purchased a Reloadit Pack and attempted to load it to his prepaid card through our website, www.reloadit.comUnfortunately, Mr [redacted] mistakenly went to a cloned website insteadHe input his Pack information on this cloned siteThis enabled the fraudster to obtain the information and load it to his own accountThis is the reason Mr [redacted] was unable to load the funds to his card Our customer service department has explained to Mr [redacted] that he had used a fraudulent websiteWe explained that we are unable to provide a refund because the funds have been applied to a third party prepaid card (no doubt controlled by the fraudsters)We suggested that he file a police report, but he refusedIf he does decide to file a police report in the future, we [redacted] 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, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I consider myself just a regular working stiffI have to pay the rent and bills and stay afloat to keep the family happy$is a lot of money to just lose for no real reasonIt doesnt make any sense to me that this company feels it can just say awww sorry you got scammed you should have been more careful of a copycat website that looked exactly like ours! Boy arent those fraudsters clever? This last statement was told to me in a phone conversation to blackhawkUnbelievable that this company can think that it can say that they consider this matter closed! from the very start of first contact when money disapeared they seemed to know exactly what happened but made sure it was my faultany company that cant back up its products when shown proof of absolute purchase should not be allowed to be in business in the first place! If this is as far as I get in what has been an absolute joke in trying to get my $ refunded I [redacted] make sure I remember the name blackhawk and make sure that I try to let everyone I know not to do any kind of business with this less than ethical sort of companyafter more than two and a half months I dont believe that they [redacted] do the right thing anyway Final Business Response / [redacted] (4000, 13, 2015/04/08) */ VIA Revdex.com WEBSITE April 8, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Rebuttal Dear Ms***, On March 25, 2015, Blackhawk Network, Inc("Blackhawk") received a rebuttal complaint from [redacted] with respect to our response to his original complaint On January 29, 2015, Mr [redacted] mistakenly went to a cloned website instead of www.reloadit.comWe know this because the actual Reloadit site never tells the customer to wait two hours (or any amount of time) before their funds [redacted] show up in their prepaid accountWe know that a number of cloned sites use this "two hour waiting period" in order for fraudsters to apply the money from the Pack before the customer realizes the mistake and calls our customer service Unfortunately, we cannot provide Mr [redacted] a refund because he gave the Pack number to a criminalWe are very sorry that Mr [redacted] was victimized by this fraud schemeWe have suggested that he file a police report regarding this matterIf Mr [redacted] does pursue this matter with law enforcement, then we [redacted] assist them in their efforts to apprehend the perpetrators We consider this matter closedPlease, 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 / [redacted] (4200, 15, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Don't know what else to do with this! Just cant understand how a business can do everything in their power to just cut and run! Am sure that other people were defrauded this wayMaybe someone can bring suit against this company to have them make it right! I guess I get a $lessonI [redacted] remember Blackhawk network inc

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ VIA Revdex.com WEBSITE January 26, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms [redacted] , On January 13, 2016, Blackhawk Network Inc("Blackhawk") received a complaint from [redacted] with respect to applying funds from her Reloadit Pack to a prepaid card via the Reloadit Safe on www.reloadit.com Blackhawk's affiliate, Blackhawk Network California, Inc., operates this website and issues the Reloadit Pack On January 11, 2016, Ms [redacted] purchased a Reloadit Pack which she placed in her Reloadit Safe via www.reloadit.comThe 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 fraudFor security purposes, there is a brief waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid cardThere is also a brief card validation period for each new prepaid card that is added to the safeOn January 11, 2016, Ms [redacted] created a safe and added a Reloadit Pack and prepaid cardShe was unable to access her funds immediately due to our security features that are in place to protect our customers from fraud, but after the card validation period expired, Ms [redacted] was able to successfully load her prepaid cardWe apologize for any inconvenience, but these measures are necessary to protect our customers from fraud Accordingly, we consider this matter to be resolvedPlease 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

So they lost my money during a bill payment transaction and every time I try and get the money back they give me the run around about how a physical check will be sent in to business days but then I call them back after to business days and they say it hasn't been sent yet it will be another to business daysEven after I informed them I am on a fixed income and need that money because it's all I have

Initial Business Response / [redacted] (1000, 10, 2014/11/25) */ VIA Revdex.com WEBSITE November 25, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms***, On November 13th, 2014, Blackhawk Network, Increceived a complaint from Mr***, with respect to a T-Mobile Visa Prepaid Card and the trouble he had redeeming and using the cardBlackhawk Network California, Inc(an affiliate of Blackhawk Network, Inc., and both companies together, "Blackhawk") is the program manager for this card on behalf of the issuer, The Bancorp Bank Blackhawk apologizes for the inconvenience Mr [redacted] experienced when attempting to activate, redeem and register his card/account On November 8th, 2014, Mr [redacted] called Blackhawk Network's first level call center and the agent mistakenly replaced the customer's cardBlackhawk Network understands this was an inconvenience for the cardholder, as his funds were unavailable for eight days, and has coached the agent accordingly The customer has since received a new card in mail and continued redeeming the card successfullyAccordingly, we consider this matter to be resolvedPlease reach out to us with any further questions Best Regards, [redacted] K [redacted] Blackhawk Network Customer Service Specialist Reno, NV XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com

Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ VIA Revdex.com WEBSITE October 2, Revdex.com Complaint Case: XXXXXXXX RE: [redacted] Dear Ms [redacted] On September 10, 2015, Blackhawk Network, Inc("Blackhawk") received a complaint from [redacted] [redacted] with respect to unauthorized charges on a Visa-branded Reward Card ("Reward Card")Blackhawk's affiliate, Blackhawk Engagement Solutions, manages this program and issues these rewards We sincerely apologize for any miscommunication on our part and any inconvenience that Mr [redacted] may have experiencedOn September 11, 2015, a credit was applied to your card for the entire disputed amountOur records indicate that the Reward Card has now been fully used Accordingly, we consider this matter closedPlease, reach out to us with any further questions Best Regards, [redacted] Blackhawk Network Customer Service Specialist [redacted] XXXXX www.BlackhawkNetwork.com [redacted] @bhnetwork.com