Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid the business for a gift card as thats the product. After asking for a timeline when my order was to be expected they said it couldn't be placed this was after I asked about it, this leads me to wanting a refund which I have not yet received or an actual explanation on why it could not be processed. I then read up on them on trust pilot and turns out its a scam and they do this a lot. It ***** cause they are toed to the actual company best buy where I was giving my ***** a gift card.

  

  Business response

  02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *****
  
  Dear Aspen,
  
  On January 31, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ***** regarding CashStar order CND6MYA8HC that was rejected.
  
  Our ordering platform uses a multi-layered fraud-screening approach to review every consumer order it receives. This approach involves inputs from several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures.The company constantly reviews and calibrates this approach with the sole goal of rejecting fraudulent orders and approving non-fraudulent orders. Like other companies, CashStar never shares any details of its fraud screening approach with any customers who have had their orders rejected. We understand it is frustrating that the reason for the security flag cannot be disclosed; however,no one other than our compliance department has access to your personal information. While we are comfortable with the accuracy of our process, we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted. Any funds that may have been removed during the transaction will be returned to the method of payment used to place the order in the timeframe set by the financial institution associated with the method of payment used. We apologize for any inconvenience that Mr. ***** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Reno, NV 89521
  ******************************

  Customer response

  02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  They have done what I have requested 
  Sincerely,
  
  **** *****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a $300 **** gift card as gift which was distributed and serviced by Blackhawk Network **************** On December 23, 2024, I logged onto ******************************************************************* as shown on the card to check the balance. It was $300.00. On January 25, 2025, I attempt to use the card for the first time and it was declined. I again logged onto the website to check the balance and it was only $0.02. The website shows a "purchase" of $299.98 on December 23, 2024 - the date I originally logged onto the website. There is no explanation of the "purchase" and it is not a purchase I made. I find the fact that the date of both the first time I logged onto the website and the "purchase" were both on December 23, 2024, to indicate fraud related to this website.

  

  Business response

  01/29/2025

  January 29, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *******
  
  Dear Aspen,
  
  On January28, 2025, Blackhawk Networks (Blackhawk) received a complaint **** ******* regarding an unauthorized charge against a **** gift card.
  
  Because the charge in question is within our sixty (60) day timeframe for a dispute to be made, we invite ********** to contact our Dispute team directly by email at ******************************************** or by phone at ************** so we may attempt to recover the funds from the merchant associated with the charge by opening an investigation on her behalf. We sincerely apologize for any inconvenience ********** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

  Customer response

  01/29/2025

   
  Complaint: 22866946
  
  I am rejecting this response because:

  I have provided all of the requested information for them to investigate this matter and for them to say they consider the matter closed without doing anything is unacceptable.

  
  Sincerely,
  
  **** *******

  

  Business response

  01/30/2025

  January 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** *******
  
  Dear Aspen,
  
  On January 29, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint **** ******* regarding an unauthorized charge against a **** gift card.
  
  Case CS15274565 was opened on January 28, 2025, via email from
  ***************************** to our online Contact Form, stating that a charge against a **** gift card was unrecognized. A response was sent on January 29, 2025, to request the 19-digit number on the card, the last four (4) digits of the card number on the front, the expiration date or initial balance loaded on the card, the full name of the person registered to use the card, and the full addresses as registered with the card. We received this information the same day, and responded on January 30, 2025, to advise that our investigation was underway with our dispute team.
  
  As of todays date, we are continuing to investigate the charges in question and will email Ms. ******* should we need anything further as well as to advise her regarding any and all developments in her Case. We sincerely apologize for any inconvenience ********** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received 22 prepaid Mastercards ($3,400 CND) via a points redemption for ************* A retailer tossed one of the cards out in ********* am simply trying to get it replaced, as there is a refund that was issued to *************************** have been useless! They are giving me the run-around & despite the fact that the card was issued/shipped along with 21 other gift cards to the exact same address (I still have a number of the other cards on hand) & yet they somehow cannot locate the one missing under the same redeption! I have even provided them with the transction ID/receipt for the original purchase on the missing card & the transaction ID for the refund that was issued & they have simply chose to be evasive & a total waste of time (spent hours on the phone with promises for a week & NO resolution)! Great way to treat a customer that obtained $3,400 worth of your cards! Shame on Blackhawk! I am a first time customer & this will likely be my last! Truly disappointed & the refund is for a mere $67.16 US!

  Customer response

  02/03/2025

  Hello Aspen B,

  
  

  I have spoken with ***** *****, the Director at Blackhawk & we have resolved this complaint/issue.

  
  

  On that note, I would like to close/delete this complaint & unfortunately, I could not find an option where I could do so on your site.

  
  

  Please advise.

  
  

  ****** ********.

  
  

  
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My sister sent my family 3 **** Gift Cards for the holiday. 2 of them are working well, mine was not working. ***** to use it originally online & it was declined. Then tried to use it on 1/5/25 & it was declined. Came home & went onto their website & registered the card as I had originally not, as I did not know you had to. Then tried to use it at the grocery store on 1/9/25 and it went thru for $.40. Checked their website and noticed some transactions that were not done by me based on their website (for $99.60) Called the number on the back of the card, was told it was registered to someone else. Which does not make sense, as this was given to me as a gift. I would like this resolved by either issuing a new $100 gift card or reloading this one. Somehow this card got used and I do not know how. **** Gift Card - Proxy number is ******************* Card number **************** ex. 7/32 code 924 I initially reached out to this company on 1/9/25. Was told I would receive a email, never did. I emailed them through their website ************** got a email with a case#CS15157938. I followed up with emails on 1/16 & 1/21. However they kept asking for more and more information. I supplied as much as I could. BUT, when they wanted me to supply them with a ******************issued photo ID - A clear color selfie holding your ID. Please ensure that your upper torso, shoulders, arms, and hands are fully visible in the picture, along with the *** I thought this is fishy...I told them I would not do that and I am reporting them to the BBB.

  

  Business response

  02/03/2025

  VIA BBB WEBSITE
  
  February 3, 2025
  
  Better Business Bureau
  Complaint Case:  CS15236352
  
  RE: ******* ******
  
  Dear *****,
  
  On January 23, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ****** regarding unauthorized activity on her **** gift card ending in 0848.
  
  On January 13, 2025, our team received a call from Ms. ****** reporting an issue with unauthorized charges on her card. That same day, our team opened case CS15157938 to investigate this further. On January 15 and 16, 2025, ********* asked for an update on her case. On January 16, 2025, our team asked for the following information to be able to proceed. Order number, first and last name or the one who made the purchase, email address associated with the purchase, and a photo ID.
  
  On January 17, 2025, Ms. ****** stated she had received the card as a gift and did not have most of the previous information requested. She provided our team with the cards proxy number and where the gift was purchased.That same day our team responded, letting her know the information was being reviewed and we would reach out within ***** hrs.
  
  On January 19, 2025, our team reached out to Ms. ****** requesting images of the front and back of the card, purchase receipt, and a selfie with a government issued ID. On January 21, 2025, Ms. ****** sent us copies of the front and back of the card. However, Ms. ****** expressed concern about sending us photo identification. On January 24, 2025, we received notification that ********* had filed a complaint with the BBB on January 23, 2025. On January *******, our team reached to Ms. ****** requesting she send us a copy of her utility bill as proof of identity. On January 27, 2025, Ms. ****** sent us a copy of her bill.
  
  On January 30, 2025, DS0873208 was created for the dispute process. That same day the dispute was won in Ms. ******* favor. A new card was issued, and a credit was applied to the new card. We sincerely apologize for any inconvenience Ms. ****** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, NV 89521
  ******************************

  Customer response

  02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not yet received the replacement card, but anticipate it should be arriving by mail soon. Should I have any issues the company has provided me with instructions. Thank you for your assistance in resolving this matter. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a prepaid gift card that I understand to have been issued by BLACKHAWK NETWORK **************** (*******), *********************************************** It said on the front it can be used online.I tried to make a purchase, and it did not go through.I went to ********************************************** to check balance -- I even tried registering it on the website to see if that would resolve the issue -- and kept getting a message saying, "We are unable to process your request at this time. If you continue to receive this error, please contact ********** services by calling the number on the back of your card."I called ************ and was on hold for half an hour -- and have wasted over an hour with this.I am requesting $250 as compensation for the wasted time.

  

  Business response

  01/30/2025

  January 30, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint # ********, ****** Gyoshev     
  
  Dear Aspen,
  
  On January 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ******* regarding roadblocks with redeeming a gift card.
  
  As of todays date, we have no record of this customer based upon the phone number and name provided; further,because there is no valid email address provided within this complaint, we cannot reach out to Mx. Gyoshev to research this matter more thoroughly to provide a possible resolution. We sincerely apologize for any inconvenience Mx. Gyoshev may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an e gift card for $100 gift to tagoin @*******. when i went to my email, I had an email from giftcards.com saying would you like to complete your order. I thought I had, but went a head and completed. I was charged for 2 but only one was sent. I went through zip to pay in 4 payments and have one more double payment. I have tried to resolve this and I keep getting the run around. They say I need to contact my bank. My bank has nothing to do with it. Zip says they will refund one of the gift cards after giftcards contacts them. If they don't want to refund they can send the 2nd card. I'm 69 and live on fixed income. Case #CS14781786

  

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******** ****
  
  Dear Aspen,
  
  On January 16, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******** **** regarding a missing gift card that she was charged for.
  
  Our records show two orders,order numbers 9744-36300496-6121 and 9744-36682937-8416, both of which have been delivered to ************** and re-sent on January 17, 2025. If the recipient has not already done so, please have them check their spam folder,junk mail, bulk mail, or promotional folders on or around that date for these orders. We sincerely apologize for any inconvenience Ms. **** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got a reward through *** rewards. It was a **** ********** with various restrictions on the card. I am limited to about 20 very expensive stores. I cant even use it on ******. When I clicked on the award from the study I had completed as well as when I activated the card I was not made aware of the various restrictions on this card. I reached out initially to my study lead to see if I could get my reward switched over to an Amazon gift card as I could actually get something useful off of my award. The study lead fowarded me to BHN where I then got an email. I am now being ignored by costumer support and my issue is not being resolved. All I want is my 40 dollar gift card switched over to an ****** gift card. So I can use it.

  

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding restrictions against redeeming a Rybbon virtual prepaid MasterCard at certain merchants.
  
  Any restrictions or limitations regarding how and where a virtual card may be redeemed are set by the program administrator; in this instance, Rybbon. Our records show that the card ending in *********************************************** 9149. This replacement card has a balance of $40 as of today's date; we invite Ms. ***** to review the Terms and Conditions associated with any gift card, rewards card,promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of her ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience ******** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a $100 gift card which was purchased in a reputable store. Today I opened the packaging on the gift card to activate and use. I went to the website listed on the card ( ******************************************************************* ) to activate the card as well as ensure the balance was available. Once I set up the account by entering the card number and details, it showed my availability being only $0.68. I then observed the transactions to the card which had just occurred on todays date eliminating nearly the entire initial balance in my card. I contacted the company where Ive been given the run around instead of getting my money back. I was given a case number of CS15167959. This is an 8 digit case number but when you call to check the status bc you cant get through to the dispute center and youre placed on hold for an unlimited ridiculous amount of time, the require a 7 digit case number. This company is nothing but one large case of fraud. How can it even be sold in a multibillion dollar store??

  

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ***** regarding unauthorized charges against a **** gift card ending in 6835.
  
  Dispute Case DS0863562 was created on January 16, 2025 by phone call from Ms. ***** to address charges totaling $97.37. An email was sent to ***************** with a Dispute Form,requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone bill to validate his/her name and address if a purchase receipt or activation receipt was **************. Young was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, to allow thirty (30) to ninety (90)calendar days from the date we receive all required documentation for the investigation to be completed, options on how to submit the form by email and by fax, that they would receive updates at each stage of the dispute investigation including the final resolution, as well as an explanation why the investigation takes that long.
  
  On January 21, 2025, a replacement card was sent to the address associated with the original card in question and an email was sent to Ms. ***** to advise that a credit of $100 was applied to this replacement card. ******************* Case has been closed in her favor as of January 21, 2025. We sincerely apologize for any inconvenience ******** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's completely difficult dealing with this company's dispute service and trying to recover funds. I ordered from ******** with this companies gift card and never received my order due to a language barrier from doordash drivers. The person delivered my items to the wrong door. I provided the necessary proof and evidence to the dispute team and they haven't even started the investigation at all. I opened this claim on the 6th of January. I haven't received a update or email regarding this claim. I'm not understanding what information has to be received from doordash but they obviously have a bad reputation of not giving people their money back even though proof is provided. They steal people's money and don't refund them at all. I ordered multiple items and they didn't deliver it to the correct door. I will jever order from door dash with this card, my bank would have recovered my funds more quickly. Dispute case #DS0854376 **************** keeps telling me different lies. How can this type of dispute not be expedited of not receiving your order that was supposed to be received the same day?

  

  Business response

  01/27/2025

  VIA BBB WEBSITE
  
  January 27, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, Tabreka *******
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding the resolution timeframe for an existing Dispute Case DS0854376.
  
  On January 6, 2025, ********** contacted us by phone regarding two merchandises totaling $69.69 USD that were not receive. Dispute case DS0854376 was created, and an email with the dispute form was sent to Ms. ******* requested for documentations such as the date of contact, name of the person Ms. ******* contacted, screenshot of the contact with the merchant, screenshot of the merchants response, description of the services, copy of the purchase order confirmation, address where the service was supposed to be provided and the expected service date. Ms. ******* was also advised that the Dispute Form must be signed electronically or physically and sent back to us so we may begin our investigation with the merchant. On the same date, Ms. ******* responded with the completed Dispute form and the screenshots of the supporting documentations from the merchant regarding the merchandises that were not received. On January 10, 2025, Ms. ******* contacted us by phone requested for expedited resolution. On January 12, 2025, Ms. ******* submitted documentations showing the merchandises were delivered to different locations.On January 14, 2025, Ms. ******* requested for a follow-up on her concern. On January 15, 2025, an email was sent to Ms. ******* requested for a copy of the purchase order confirmation, address where the service was supposed to be provided and the expected service date. On the same date, Ms. ******* responded with the requested information. On January 22, 2025, Ms. ******* contacted us by phone requested for follow up on her concern, which she was informed about the resolution timeframe of ***** days to allow the merchants to investigate and respond to our request. On January 23, 2025, an email was also sent to Ms. ******* regarding the resolution timeframe.
  
  As of January 27, 2025,Dispute case DS0854376 is resolve, and an email is sent to Ms. ******* advising her that the dispute has won in Ms. ******** favor, and the dispute transactions totaling $69.69 USD has issued back to Ms. ******** account,which is available for Ms. ******* to redeem. We sincerely apologize for any inconvenience Ms. ******* may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a prepaid virtual card from an ************ settlement for approximately $7.00. I spent the card and I look on the website to try to cancel the card because I see they will charge a $5.95 inactivity fee going forward in the future if there is account inactivity. There is NO option whatsoever to cancel my card on the website or indication this should be done. I finally managed to get ahold of a customer service person on the phone and he tried to convince me to keep the card open and racking up fees under my name because he said their company would not pursue trying to get the fees collected from me when there is no balance on the card. This was an incredibly shady response in my opinion. It took me an hour to speak to a human to help with this because their phone system is a bunch of automated robots. A legitimate financial account NEEDS to have a method for cancellation and it should be listed so it is not enshrouded in mystery especially if fees are being accrued.

  

  Business response

  01/15/2025

  January 15, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ****** *****
  
  Dear Aspen,
  
  On January 14, 2025, Blackhawk Networks (Blackhawk) received a complaint from ****** ***** regarding concerns about an Equifax disbursement card accruing fees after the balance is zero.
  
  As advised in the "About Your Virtual Card" section of the Terms and Conditions for this card,available here: *************************************************  " Your Virtual Card account does not constitute a checking or savings account and is not connected in any way to any other account you may have. " Because of this, there are no accrual of fees against the cardholder once the balance on the card becomes zero because there are no funds from which to pull said fees. Further, because the card is non-reloadable, once the balance becomes zero the card cannot be used and becomes essentially inactive for any purpose.
  
  The Terms and Conditions are available for Ms. ***** to review at any time, and we encourage and recommend that any cardholder review the Terms and Conditions associated with any gift card, rewards card, promotional card, or loyalty card to ensure they are able to utilize the funds associated with the card to the best of their ability within the strictures of the card network allowances. We sincerely apologize for any inconvenience Ms. ***** may have experienced.
  
  With this, we consider the matter resolved.  Please, do not hesitate to reach out to us with any further questions.
  
  Best Regards,
  
  Regulatory Complaint Team
  Blackhawk Network
  **************
  ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩