Reloadit

Complaint: 11316710I am rejecting this response because: this company is trying everything they can to keep my money. there is no way in the world people are calling to claim money on my account. all these packs were purchased by my fiance or another family member in approximatly 2 or 3 cases. I have attempted to contact this company numerous times and they will not talk to me or return my phone calls at all. I dont know what to do next. I have filed claims with the department of buisness oversight as well and the response they gave to that department was different then this response, they told them that the reason they blocked my safe was bewcause I had two different packs purchaced on the same day from two different states. which might be true but this is because my father sent me money from texas.  this company does not even state my true name in there response. not even close. they are the ones doing fraud if anyone is. 
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/07/21) */
VIA Revdex.com WEBSITE
July 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 3, 2015, "Reloadit" received a complaint from [redacted] with respect to applying funds from his Reloadit...

Pack to a prepaid card via the Reloadit Safe on www.reloadit.com. "Reloadit" is actually a brand name; not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
Mr. [redacted] states that he experienced difficulties applying a Reloadit Pack to a prepaid card. All Reloadit customers must create a safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is also a card validation period for each new prepaid card that is added to the safe. Currently, the safe is the only method in which a customer may apply the funds from a Reloadit Pack to a prepaid card.
On June 26, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $300 to it. On July 2, 2015, the funds were successfully applied to a prepaid card. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
Since Mr. [redacted]'s money was successfully transferred from his Reloadit Pack to a prepaid card, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what I requested.

Initial Business Response /* (1000, 10, 2015/07/21) */
VIA Revdex.com WEBSITE
July 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 2, 2015, "Reloadit" received a complaint from [redacted] with respect to a Reloadit Pack. "Reloadit"...

is actually a brand name, not a company. Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
On June 20, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $80 with the Pack. He attempted to transfer the money on his Pack to a prepaid card via the internet on that same day.
Unfortunately, Mr. [redacted] appears to have been the victim of a cloned site. He certainly did not go to www.reloadit.com; instead, she went to a site that looked like www.reloadit.com but was not (we have discovered several such sites and continue to contact those sites' hosts to request that the sites be taken down; nevertheless, they keep popping up). We are positive this is the case, because the actual Reloadit site requires every customer to create a safe using their email address. A safe was never created using Mr. [redacted]'s email address even though he claims to have done so on the date of purchase.
When Mr. [redacted] 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 controlled. By the time Mr. [redacted] realized that the funds were not on his card, the fraudsters had done just that. The funds were loaded to a third party prepaid card on June 20, 2015.
Unfortunately, we cannot provide a refund to Mr. [redacted] because he gave the Pack number to a criminal. We suggest that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we will assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 12, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because the reason I was on a "clone site" as they want to say is because their system was down for the weekend for updates which left people open to going to "clone site". It's their way of trying to get out of the responsibility that they screwed up. And the funny part was, 2 days after their site was finally back up, when I called them, they acted like I was nuts and that their system was never down over the weekend even though throughout that weekend I constantly called their customer service and they kept saying their system was down. They are are screwed up company with theft going on. I would definitely suspect that they mat be behind the cloned sites since they try to make a policy stating that the money can't be refunded if it's stolen.
Final Business Response /* (4000, 16, 2015/08/12) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 10, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On July 23, 2015, we received a rebuttal from [redacted] with respect to our response to his original complaint.
We are sorry that Mr. [redacted] was the victim of a fraud. We appreciate his feedback and continue to look for ways to improve security in order to protect our customers and their accounts. Unfortunately, we cannot provide a refund to Mr. [redacted] because he gave the Pack number to a criminal. We suggest that he file a police report regarding this matter. If Mr. [redacted] does pursue this matter with law enforcement, then we will assist them in their efforts to apprehend the perpetrators.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/09/08) */
VIA Revdex.com WEBSITE
September 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 21, 2015, "Reloadit" 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. "Reloadit" is actually a brand name; not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
Ms. [redacted] states that she experienced difficulties accessing the website in order to apply a Reloadit Pack to a prepaid card. All Reloadit customers must create a safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud.
On August 19, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $75 to it. On August 20, 2015, the funds were successfully applied to her prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Since Ms. [redacted]' money was successfully transferred from her Reloadit Pack to a prepaid card, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
May **, 20**
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On May 9, 20**, “Reloadit” received a complaint from [redacted] with respect to applying funds from his Reloadit Pack to a prepaid card...

via the Reloadit Safe on [redacted].  “Reloadit” is actually a brand name; not a company.  Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
 
**. [redacted] states that he experienced difficulties applying a Reloadit Pack to a prepaid card.  All Reloadit customers must create a safe via [redacted]. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud.  For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card.  There is also a card validation period for each new prepaid card that is added to the safe.  Currently, the safe is the only method in which a customer may apply the funds from a Reloadit Pack to a prepaid card.
 
On May *, 20**, **. [redacted] purchased a Reloadit Pack and associated $50 to it in the hopes of applying it to his prepaid card.  Unfortunately, **. [redacted] experienced difficulties loading the Pack to the card through the online safe. Per **. [redacted] request, we have issued a check for the amount of the Reloadit Pack.  The check will be mailed by the end of the week.  It generally takes 7-10 business days to be received once it is mailed.  The check will arrive in a “postcard” style format.  We have contacted **. [redacted] regarding this and have also provided him with a sample copy of a check so that he knows what it will look like.  We apologize for any delay or inconvenience that **. [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved.  Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 16, 2015/08/28) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
August 28, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 30, 2015, "Reloadit" received a complaint from [redacted] with respect to...

a Reloadit Pack. "Reloadit" is a brand name; not a company. Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
On July 28, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $20 to it. Unfortunately, Ms. [redacted] had difficulty applying the Pack to her prepaid card via www.reloadit.com because her prepaid card was not compatible with the Reloadit product. On July 30, 2015, we contacted Ms. [redacted] and explained this to her. We provided information regarding our Reloadit partners and offered her options for accessing her money.
On July 31, 2015, Ms. [redacted] successfully applied the Pack to another prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] has experienced.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/07/16) */
VIA Revdex.com WEBSITE
July 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 30, 2015, "Reloadit" received a complaint from [redacted] with respect to a Reloadit Pack. ...

"Reloadit" is a brand name; not a company. Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
On May 29, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $100 with it. Unfortunately, Ms. [redacted] had difficulty accessing the safe at www.reloadit.com. The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. Since the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Ms. [redacted] requested a refund for her Reloadit Pack.
We apologize for any inconvenience that Ms. [redacted] has experienced. We have processed a refund for $103.95 which is the amount of the Pack and the purchase fee. The check was issued on July 1, 2015. Ms. [redacted] should receive the check by the end of the week if she has not already done so.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/07/16) */
VIA Revdex.com WEBSITE
July 16, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 30, 2015, "Reloadit" received a complaint from [redacted] with respect to applying funds from his...

Reloadit Pack to his prepaid card via the Reloadit Safe on www.reloadit.com. "Reloadit" is actually a brand name; not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
Mr. [redacted] states that he has experienced difficulties accessing his Reloadit Safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is also a card validation period for each new prepaid card that is added to the safe. Mr. [redacted] states in his complaint that she was unable to access his safe and; therefore, was unable to apply his Reloadit Pack to his prepaid card.
We have contacted Mr. [redacted] several times to offer assistance. Mr. [redacted] failed to provide any of the requested information that would enable us to do so. As a result, we must assume that this matter has been resolved. We apologize for any inconvenience that Mr. [redacted] has experienced.
Unless Mr. [redacted] provides further information we will consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 9, 2015/07/22) */
They continue to argue with me and are completely unhelpful.
Final Business Response /* (4000, 11, 2015/07/23) */
VIA Revdex.com WEBSITE
July 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. [redacted],
On July 23, 2015, we received a rebuttal from [redacted] with respect to our response to his original complaint.
Unfortunately, we are unable to assist Mr. [redacted] without further information from him. If he would provide his Reloadit Pack number beginning with "XXXXXX", then we may work to resolve any issues he may be experiencing. Until that time, we will consider this matter to be closed.
Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/08/17) */
VIA Revdex.com WEBSITE
August 17, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 29, 2015, "Reloadit" received a complaint from [redacted] with respect to a Reloadit Pack. "Reloadit" is a...

brand name; not a company. Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
On July 26, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $65 to it. Unfortunately, Ms. [redacted] had difficulty applying the Pack to her prepaid card via www.reloadit.com, because her prepaid card was not compatible with the Reloadit product. As shown on www.reloadit.com/partners, the Reloadit Pack loads the PayPal Prepaid MasterCard. It does not load PayPal business card products. On July 29, 2015, we contacted Ms. [redacted] and explained this to her. We provided information regarding our Reloadit partners and offered her options for accessing her money.
On July 30, 2015, Ms. [redacted] successfully applied the Pack to another prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] has experienced; however, we are unable to compensate her since the issues she experienced had nothing to do with the Reloadit product.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/07/21) */
VIA Revdex.com WEBSITE
July 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 3, 2015, "Reloadit" received a complaint from [redacted] with respect to a Reloadit Pack. ...

"Reloadit" is a brand name; not a company. Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
On July 1, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $500 to it. Unfortunately, Ms. [redacted] had difficulty accessing the safe at www.reloadit.com. The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. Since the safe is the only way that a customer may apply funds from a Reloadit Pack to a prepaid card, Ms. [redacted] requested a refund for her Reloadit Pack.
We apologize for any inconvenience or delay that Ms. [redacted] has experienced. We have processed a refund for the full amount of her Reloadit Pack. The check was issued on July 17, 2015. Ms. [redacted] should receive the check in 7-10 business days.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/09/08) */
VIA Revdex.com WEBSITE
September 8, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On August 21, 2015, "Reloadit" 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. "Reloadit" is actually a brand name; not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
On August 19, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $50 to it. Ms. [redacted] states that she experienced difficulties accessing the website in order to apply a Reloadit Pack to a prepaid card. Nevertheless, on August 20, 2015 (the next day), the funds were successfully applied to her prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Since Ms. [redacted]'s money was successfully transferred from her Reloadit Pack to a prepaid card, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 9, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the problem that caused the situation and they offer no apologies for their lack of customer service reguarding the situation.
I can not believe in this day and age that a company would let so much time pass [redacted] addressing their customers.
I will refrain from doing business with the BRAND reloadit and the company Blackhawk Network California INC. I will blog about my experience and tell anyone that I come in contact with why they should not do business with this company.
Final Business Response /* (4000, 14, 2015/10/05) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
October 5, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted] Rebuttal
Dear Ms. Thomas,
On September 14, 2015, "Reloadit" received a rebuttal from [redacted] with respect to our response to her original complaint.
We apologize for any negative experience that Ms. [redacted] may have had and appreciate her feedback.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Final Consumer Response /* (4200, 18, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have my account information and my email address as well as my home address. They chose to not address me directly with an apology and to instead send an apology to the Revdex.com to give to me via the complaint system. That took well over 2 weeks. Frankly at this point anything said is moot because I have taken my business else where and am much happier with the customer service I am receiving from a different company. So said that some business do not care about proper manners and their business reputation. A simple direct apology could have prevented me from going with an alternate company.

Initial Business Response /* (1000, 7, 2015/12/04) */
VIA Revdex.com WEBSITE
December 4, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On November 16, 2015, Blackhawk Network Inc. ("Blackhawk") received a complaint from [redacted] with respect to...

applying funds from his 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 October 25, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $480 to it. That same day, Mr. [redacted] contacted us to request a refund since he was unable to load the Pack to an online safe at www.reloadit.com. The safe is now the only way that a Reloadit customer may apply a Pack to a prepaid card. The safe is a requirement in an effort to safeguard our customers from fraud.
On November 19, 2015, a check was issued to Mr. [redacted] for the full amount of the Pack including the purchase fee. It generally takes 7-10 business days for a customer to receive the check. Mr. [redacted] should have received it by now. We apologize for any inconvenience or delay that Mr. [redacted] experienced.
We consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 8, 2015/06/23) */
[redacted]Document Attached[redacted]
VIA Revdex.com WEBSITE
June 23, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 23, 2015, Blackhawk Network, Inc. ("Blackhawk") received a complaint from...

[redacted] with respect to a Reloadit Pack. Blackhawk's affiliate, Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
The safe is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a two hour waiting period from the time a Reloadit Pack is added to a safe unilt the customer may apply it to a prepaid card. There is generally a 2-4 hour card validation period for each new prepaid card that is added to the safe. We apologize for any inconvenience that these waiting periods may impose, but they are in place to protect our customers and their accounts.
We apologize for any inconvenience that Ms. [redacted] has experienced. We appreciate Ms. [redacted]' feedback. There are other ways in which money may be added to prepaid cards. We suggest that Ms. [redacted] refer to her prepaid card's website for further details so that she may find the method that best suits her needs.
We consider this matter closed. Please, reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com
Initial Consumer Rebuttal /* (3000, 10, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nowhere on the site or on the Reloadit pack at the time of the purchase did they state there was any time period to wait to transfer money to the card I have on file. Had I been informed I would have had the ability to make decisions that didn't keep me awake until 1am PST when I had work early the next morning. Telling me your policy now does nothing for me. Your practices are deceptive you state its 2-4 hours your call center says it always 3hrs from time of activation. I will NEVER use your services again. I will use money gram the next time I need to send money to someone.
Also you really need to train your call center better . One set of employees gave me the wrong information as to when the funds would be good and when I called back at the time the funds were supposed to be good I was told I needed to wait an additional 45 minutes.
This is the WORST customer service I have ever experienced. It was a total nightmare.
Your company can't even address my Revdex.com complaint correctly. I specifically mention a lack of transparency in your funding policies and that was not addressed at all. After the fact I don't need you to tell me what your funding polices are I needed to know that information before I ever purchased a card.
My issues with your practices:
1) no mention it takes 3-4 hours for a prepaid cc to be validated by your system - not on packaging and not on website
2) no mention it takes 3-4 hours to load funds from Reloadit packs onto cc already in the system - not on packaging or on website
3) error msgs are extremely vague - without knowledge of why reloading is not working it looks like your site is having a technical error internally - user has no idea why
4) call center give out misinformation
5) supervisor is unable to override wait period especially when customer is upset because she was given misinformation
6) person to address Revdex.com compliant sends out a very poorly modified version of generic customer complaint response letter.
You need to address costumer issues as people and not auto-replies to send out.

VIA Revdex.com WEBSITE
 
May 23, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear Mon[redacted]
 
On May 13, 2017, “Reloadit” received a complaint from [redacted] with respect to four Reloadit Packs that she purchased as a result of...

a scam.  “Reloadit” is actually a brand; not a company.  Blackhawk Network California, Inc., is the issuer of the Reloadit Pack.
 
On April 10, 2017, [redacted] purchased four $500 Reloadit Packs as the result of a scam. That same day, she suspected fraud and contacted customer service.  We were able to block the Packs from use, since [redacted] contacted us prior to providing the Pack information to the fraudster.  In order to verify [redacted] as the purchaser of the Packs, we requested documentation, which we received in full on May 11, 2017.  Once the documentation was received, we processed and approved her refund. 
 
A check in the amount of $2000 will be mailed by the end of this week.  It generally takes 7-10 business days to be received once it is sent.  We have contacted [redacted] to inform her of this and have provided a sample copy of a check so that she is familiar with what it will look.  We apologize for any inconvenience or delay that [redacted] may have experienced.
 
Accordingly, we consider this matter to be resolved.  Please, reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]
[redacted]

Initial Business Response /* (1000, 7, 2015/07/21) */
VIA Revdex.com WEBSITE
July 21, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On July 3, 2015, "Reloadit" 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. "Reloadit" is actually a brand name; not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
Ms. [redacted] states that she experienced difficulties applying a Reloadit Pack to a prepaid card. All Reloadit customers must create a safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is also a card validation period for each new prepaid card that is added to the safe. Currently, the safe is the only method in which a customer may apply the funds from a Reloadit Pack to a prepaid card.
On June 24, 2015, Ms. [redacted] purchased a Reloadit Pack and associated $100 to it. On July 5, 2015, the funds were successfully applied to a prepaid card. We apologize for any inconvenience or delay that Ms. [redacted] may have experienced.
Since Ms. Adam's money was successfully transferred from her Reloadit Pack to a prepaid card, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

Initial Business Response /* (1000, 7, 2015/07/15) */
VIA Revdex.com WEBSITE
July 15, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On June 30, 2015, "Reloadit" received a complaint from [redacted] with respect to applying funds from his...

Reloadit Pack to his prepaid card via the Reloadit Safe on www.reloadit.com. "Reloadit" is actually a brand name, not a company. Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
Mr. [redacted] states that he has experienced difficulties accessing his Reloadit Safe via www.reloadit.com. The safe allows our Reloadit customer to store multiple Packs for future loads and is now a requirement for all Reloadit customers in an effort to safeguard our customers from fraud. For security purposes, there is a waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. There is also a card validation period for each new prepaid card that is added to the safe.
On June 29, 2015, Mr. [redacted] purchased a Reloadit Pack and associated $200 to it. On July 2, 2015, the funds were successfully applied to his prepaid card. We apologize for any inconvenience or delay that Mr. [redacted] may have experienced.
Since Mr. [redacted] was able to transfer the money from the Reloadit Pack to his prepaid card, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com

VIA Revdex.com WEBSITE
 
May 23, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On May 13, 2017, “Reloadit” received a complaint from [redacted] with respect to accessing the funds on his Reloadit Pack.  “Reloadit”...

is actually a brand name; not a company.  Blackhawk Network California, Inc., operates this website and issues the Reloadit Pack.
 
On May 4, 2017, [redacted] purchased a Reloadit Pack at Giant Eagle and associated $396.05 to it.  [redacted] states that he experienced difficulties accessing the website, [redacted] in order to apply a Reloadit Pack to a prepaid card. All Reloadit customers must create a safe via the website.  The safe allows our Reloadit customers 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. 
 
On May 8, 2017, Giant Eagle contacted us to request a refund because the customer was unable to use the Pack.  That same day, the Pack that [redacted] purchased was devalued.  On May 16, 2017, we reached out to [redacted] to obtain the Pack information so that we could research his complaint.  [redacted] responded the following day with the information needed.  On May 17, 2017, we responded to [redacted] and informed him to contact Giant Eagle for assistance in regards to this Reloadit Pack.  Giant Eagle will reimburse the customer for the purchase. We apologize for any delay or inconvenience that [redacted] may have experienced.
 
Accordingly, we consider this matter to be closed.  Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]

VIA Revdex.com WEBSITE
 
September 23, 2016
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted],
 
On September 6           , 2016, “Reloadit” received a complaint from [redacted]...

with respect to a refund for three Reloadit Packs.  “Reloadit” is a brand name; not a company.  Blackhawk Network California, Inc. is the issuer of the Reloadit Pack.
 
On December 30, 2016, [redacted] purchased two Reloadit Packs at a Stater Bros. store and associated $205 to one Pack and $500 to the other.  The following day, he purchased another Reloadit Pack at the same store and associated $70 to it.  [redacted] states that he experienced difficulties applying the Packs to his prepaid card.  He attempted to load the Packs to a prepaid card several times, but the loads were rejected by the card company and the funds reversed back to the Packs. 
 
On September 1, 2016, [redacted] contacted us and requested a refund for his Reloadit Packs.  It generally takes 30 business days for a refund check to be received.  A check was mailed on September 13, 2016.  It generally takes about two weeks for the check to be received.  We have notified [redacted] of this.  He should receive the check sometime next week, if he has not already done so.
 
Accordingly, we consider this matter to be resolved.  Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
Customer Service Specialist
Reno, NV 89511
[redacted]

VIA Revdex.com WEBSITE
 
March 7, 2017
 
Revdex.com
Complaint Case: [redacted]
 
RE: [redacted]
 
Dear [redacted]
 
On February 28, 2017, “Reloadit” received a complaint from [redacted] with respect to applying funds from her Reloadit Pack to...

her prepaid card via the Reloadit Safe at www.[redacted].  “Reloadit” is actually a brand; not a company.  Blackhawk Network California, Inc. operates this website and issues the Reloadit Pack.
 
On February 27, 2017, Ms. [redacted] purchased a Reloadit Pack which she placed in her Reloadit Safe via[redacted].  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 brief waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card.  There is also a card validation period for each new prepaid card that is added to the safe. Ms. [redacted] was unable to access her funds immediately due to our security features that are in place to protect our customers from fraud.  After the validation period expired, Ms. [redacted] was able to successfully load her prepaid card.  The funds were loaded in less than five and half hours from the time of purchase.
 
At some retailers, one can reload instantly by paying cash at the register and swiping the card. Many of our retailers support this reload method; [redacted], where Ms. [redacted] purchased her Reloadit Pack, is one of them. If Ms. [redacted] does not like the waiting period with respect to the Reloadit Pack, we suggest she try our “swipe reload” at the cash register the next time she visits Safeway.
 
Accordingly, we consider this matter to be resolved.  Please reach out to us with any further questions.
 
Best Regards,
 
[redacted]
Blackhawk Network
[redacted]
Reno, NV [redacted]
[redacted]

Initial Business Response /* (1000, 7, 2015/06/29) */
VIA Revdex.com WEBSITE
June 29, 2015
Revdex.com
Complaint Case: XXXXXXXX
RE: [redacted]
Dear Ms. [redacted],
On April 1, 2015, "Reloadit" received a complaint from [redacted] with respect to accessing funds applied to his...

safe on www.reloadit.com. "Reloadit" is actually a brand name, not a company. Blackhawk Nework California, Inc. operates this website and issues the Reloadit Pack.
On June 4, 2015, Mr. [redacted] purchased a Reloadit Pack which he placed in his Reloadit Safe via www.reloadit.com. The safe allows our Reloadit customers 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 short waiting period from the time a Reloadit Pack is added to a safe until the customer may apply it to a prepaid card. Mr. [redacted] states in his complaint that he was unable to access his funds.
A little over three hours after the Pack was added to Mr. [redacted]'s safe, it was applied to his prepaid card. We have confirmed with his prepaid card company that the load was successful.
Accordingly, we consider this matter to be closed. Please reach out to us with any further questions.
Best Regards,
[redacted]
Blackhawk Network
Customer Service Specialist
[redacted] XXXXX
www.BlackhawkNetwork.com
[redacted]@bhnetwork.com