Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want my virtual card closed immediately

  

  Business response

  02/13/2025

  VIA BBB WEBSITE
  
  February 13, 2024
  
  Better Business Bureau
  Complaint Case:  ********
  
  RE: *** *****
  
  Dear *****,
  
  On February 6, 2025, Blackhawk Networks (Blackhawk) received a complaint from *** ***** regarding wanting to close her virtual gift card.
  
  I am emailing you regarding BBB complaint ******** concerning issues contacting us to close out your gift card. To better assist you, we would Like to invite you to contact our customer service team at ************ or reach our via email at ******************************************************. 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

  02/14/2025

  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.
  
  Sincerely,
  
  *** *****

• 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

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made several attempts to purchase a ****** Gift Card on their website and Blackhawk Network has declined my purchase stating it is fraud. I have made several phone calls trying to get this issue resolved without any resolution. None of the information I have entered is fraudulent. The only information that has changed since my last purchase is my credit card number which my credit card company has changed. Blackhawk hasn't even requested authorization from my credit card company. They have declined my purchase before requesting authorization. My case numbers are CS15264996...CS15270300...CS15286016 all stating order cancelled FRAUD. This is not fraud!!! I would like this issue resolved so I can continue to participate in promotions ****** offers regarding gift card purchases.

  

  Business response

  02/04/2025

  February 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ********
  
  Dear Aspen,
  
  On January 29, 2025, Blackhawk Networks (Blackhawk) received a complaint from ***** ******** regarding failed attempts to place orders online.
  
  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, we never shares any details of their 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. We apologize for any inconvenience that 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
  **************
  ******************************

  Customer response

  02/06/2025

   
  Complaint: 22872861
  
  I am rejecting this response because:I am a good person and should not be impacted by blackhawk's imperfect screening process.  I understand that blackhawk cannot disclose details of their fraud screening process.  I would like blackhawk to reach out to me and review my information.  Blackhawk needs to know that the several third parties that provide specialized fraud-screening services, as well as a variety of internal procedures are not accurate.  I want to be able to participate in gift card offers that ****** offers along with any other merchant that uses blackhawk.  Blackhawk should review my kroger account and see that I have been successful in purchasing gift cards through them until recently.  I would be happy to share any additional information with blackhawk to get this issue resolved. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  02/12/2025

  February 12, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ***** ********
  
  Dear Aspen,
  
  On February 6, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from ***** ******** regarding failed attempts to place orders online.
  
  As mentioned in previous correspondence, 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, we never shares any details of their 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.
  
  The process we use does not make any judgement against the value of the person placing an order; it is strictly based upon various factors that are weighed against what is provided when an order is placed. Instances like using the same information as what is associated with the method of payment being used when placing the order, doing so from a trusted browser such as Chrome, Safari, or Firefox, and ensuring that all information being input when placing an order matches across the various parts of the entry process, are ways that can reduce the possibility of any orders being rejected by our screening process. We apologize for any inconvenience that 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
  **************
  ******************************

  Customer response

  02/13/2025

   
  Complaint: 22872861
  
  I am rejecting this response because:  Blackhawk's multi-layered fraud-screening approach is not verifying my information correctly.  It is easier for them to state we do realize that no screening process is perfect and, unfortunately, sometimes good people are impacted.  They apologize for any inconvenience that I may have experienced.  I am being jeopardized in participating in any promotions that ****** offers on purchasing gift cards on their website.  Today I received an offer with a $7.50 bonus and 4 time the fuel points if I purchase a $50.00 gift card.  Blackhawk is preventing me from receiving this bonus. 
  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

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested detailed information regarding a gift card I purchased through ******, backed/sold by BlackHawk. I began communications with them during the Christmas holidays 2024 and still do not have my answer despite several follow-up emails. I want the bank statement stating where the gift card money was spent as the money was stolen from us.

  

  Business response

  02/07/2025

  February 7, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* *******
  
  Dear Aspen,
  
  On January 27, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******* regarding transaction information against a **** gift card ending in 5245 that was not provided.
  
  On December 20, 2024, Case CS14952526 was opened via email from ************************* to request information regarding receiving a transaction history for a **** gift card purchased through ******. A response weas sent on December 26, 2024, requesting the number on the back of the card beginning with ****************************************************************************************** case it was registered. We received the requested information on December 30, 2024. On January 2, 2025, we requested a copy of Ms. ********* utility bill or phone bill dated within the last sixty (60) days to validate her name and address.which was received on January 3, 2025.
  
  We opened Dispute Case DS0872779 on January 30, 2025, to begin a formal dispute investigation on Ms.********* ****** regarding unauthorized charges against the card in question ending in 5245. This Dispute Case was closed on the same date, with an email being sent to Ms. ******* to advise that a credit has been applied to a new card ending in 1987 which was sent to her on the same date. Ms. ******* should receive this replacement card within seven (7) to ten (10) business days from that date. If Ms. ******* does not receive the card on or before February *******, we invite her to contact our Dispute Support team by phone at ************* so a representative may provide ay insight that may be available. 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

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was issued a Mastercard by Blackhawk Network (BHN) for settlement of the Respironics CPAP issue for $155.63, On January 22, I tried to use it for an online order at Cracker Barrel and it was declined. I called customer service and got a representative from ********************* who told me I would have to wait a day for an email. The next day I got the email and it requested that I send them sensitive documents like my drivers license and a utility bill, which I refused to do since they could be used for identity theft, and was told that if I did not sent those documents that there was nothing I can do.Upon reading some of the other complaints on the BBB website, it appears to be their ****** addition, per their website, using the card as certain restaurants would get a 5% bonus. Of the six times I used at the appropriate locations, I got the bonus on the first three but not the most recent three.

  

  Business response

  02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ********
  
  Dear Aspen,
  
  On January 24, 2025, Blackhawk Networks (Blackhawk) received a complaint from ******* ******** regarding a digital settlement virtual MasterCard that has been blocked from use.
  
  On January 22, 2025, Case CS15228421 was opened by Mr. ******** to address a MasterCard virtual settlement card ending in 2828 that he could not redeem. An email was sent to ************************* to request a copy of the email that he received with the e-gift link, a copy of a utility bill that includes his name and mailing address, a valid photo ID that included his mailing address, his name, address,email address, and phone number. This information was requested again on January 2, 2025, and January 27, 2025, with Case CS1522841 being closed on January 28, 2025, due to no response.
  
  Our records show the card has been blocked due to a type of transaction which is not supported by the program administrator associated with this card, which led to the card being blocked as a security precaution. The documentation requested is required as part of the contract between the program administrator and Blackhawk to establish ownership between the cardholder and intended recipient; until and unless we receive what was requested, we cannot take any further actions. We sincerely apologize for any inconvenience 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
  **************
  ******************************

  Customer response

  02/05/2025

   
  Complaint: 22855514
  
  I am rejecting this response because:  The information requested is of a sensitive nature and can be used for identity theft.  I  do not trust the company to keep my information safe.  I have read other complaints on the BBB website, and this is their standard operating procedure which allows them to keep the money for themselves unless somebody gives them this sensitive information.  I am unwilling to give them a copy of my drivers license and a utility bill, my late wife had her identity stolen when somebody got her drivers license number on the dark web, and I am unwilling to comply with this ridiculous demand.
  
  Sincerely,
  
  ******* ********

  

  Business response

  02/13/2025

  February 13, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, ******* ********
  
  Dear Aspen,
  
  On February 5, 2025, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ******* ******** regarding a digital settlement virtual ********** that has been blocked from use.
  
  The documentation that was requested is a necessity from the card network associated with this gift card and is meant to establish a clear line of ownership between the person who is contacting us regarding the card and the registered cardholder. We empathize with Mr. ********* concern regarding the safety and security of his information and would like to reassure him that any documentation that is provided is stored in a safe, secure database. Should Mr. ******** wish to have his information removed from our records, we invite him to email *************** to submit this request. We sincerely apologize for any inconvenience 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
  **************
  ******************************

  Customer response

  02/13/2025

   
  Complaint: 22855514
  
  I am rejecting this response because:  I do not trust the company to have my drivers license number.  There is no reason for them to have my drivers license number, this is a naked attempt to keep the money provided to me by a class action  judgement.  No other company requests that if someone's credit card is compromised.  Reading the other complaints shows that this is a way for the company to steal money from their card  holders.  The company is clearly corrupt and should not be a BBB member for their exploiting of card holders.  The amount of  complaints to BBB is incredibly high. .
  
  Sincerely,
  
  ******* ********

• 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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Virtual Prepaid Mastercard worth $52.36 as my ***** v. Assurance IQ settlement payment. I completed the online registration and receipt for the card as needed. I used the card only once within the first week of having it at a *********** for about $35.00. A few days later I went to use the card again and noticed that it could not be used. The message in my ewallet was "Blackhawk Network has suspended use of this card.". I called their customer support that told me the card would be reactivated within 24 hrs. 3 days later the card was not reactivated yet. I called the customer support again about this and they told me that I had to show proof who I was by: *******************issued photo ID with date of birth.A copy of a Utility Bill showing the full Name and Address registered on the card to validate proof of ownership.Copy of the original email received informing of the reward and containing your retrieval link.I provided them with the copy of the original emails that I received for the prepaid card. They could see my email and phone number that were listed for the card registration. I was not going to send them my utility bill or id when they had other ways to authenticate who I was. I suggested that they send a secure code/pin to the phone number or email listed on the card for verification like most banks / credit card companies will do, but they would not. I also suggested sending the remaining balance on a physical card to the address the card was registered with, but again they said that they could not do this. I am requesting a new card or the existing card reactivated with the remaining balance of $17.52 owed to me.

  

  Business response

  02/04/2025

  February 4, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On January 21, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******** regarding a virtual settlement ********** that has been blocked from use.
  
  On January 11, 2025, Case CS15146986 was opened to address a concern from Mr. ******** regarding a virtual MasterCard settlement card ending in 603 he was encountering roadblocks with redeeming. An email was sent to ***************** to request a current government-issued photo ID with date of birth, a copy of a utility bill showing the full name and address of the registered cardholder, and a copy of the original email that was received which contained the retrieval link for the virtual card. We received a screenshot of the retrieval link but Mr. ******** declined to submit a photo of his ID or utility bill, citing security ***********. ******** was advised that the documentation was required for identity validation purposes and the information is not shared with any companies. *********** responded on January 14, 2025, stating one card had been sent to him and another was sent to his wife.
  
  Mr. ******** was advised on January 14, 2025, and January 15, 2025, that the intended recipient of this card needs to contact our **************** team for validation purposes. On January 16, 2025, we re-requested a copy of a utility bill that included his name and address and a photo ID or driver's license that contained his mailing address. We are and remain committed to assisting Mr. ******** with this matter and understand any concern this may cause/; however, until and unless we receive this information, we cannot take any action to unblock the card. This is a security precaution put in place by the program administrator as part of the contract with Blackhawk, and we cannot and will not override this mandatory stipulation. We sincerely apologize for any inconvenience 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
  **************
  ******************************

  Customer response

  02/05/2025

   
  Complaint: 22837981
  
  I am rejecting this response because:  their request to have me send them a government id, utility bill or other documents that contain confidential information by email like I am opening myself up for fraud and also seems like extreme overkill.  I have worked with numerous credit card companies, banks and other financial institutions which to confirm your identify will send a code or pin to the email and phone number on file for verification.  I suggested this option to them and for some reason they cannot do it.  I told them to just send a code to the email or phone on file for the card when it was registered and setup but they insist on me sending documentation that was not needed to setup the card so why is it needed now.  

  They asked for the original email for the virtual card that was sent out for payment of the lawsuit.  I sent them the original email received along with the email confirmation that the card set up was completed.  Again this was not sufficient enough information for them.  All they have to do is send a code/pin to the contact information for the card to verify my identify.  

   

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

  

  Business response

  02/13/2025

  February 13, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********, **** ********
  
  Dear Aspen,
  
  On February 5, 2025, Blackhawk Networks (Blackhawk) received a rebuttal to our response concerning a complaint from **** ******** regarding a virtual settlement MasterCard that has been blocked from use.
  
  The documentation that was requested is a necessity from the card network associated with this gift card and is meant to establish a clear line of ownership between the person who is contacting us regarding the card and the registered cardholder. We empathize with Mr. ********* concern regarding the safety and security of his information and would like to reassure him that any documentation that is provided is stored in a safe, secured database. Should Mr. ******** wish to have his information removed from our records, we invite him to email *************** to submit this request. We sincerely apologize for any inconvenience 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
  **************
  ******************************

  Customer response

  02/14/2025

   
  Complaint: 22837981
  
  I am rejecting this response because: It's the same response as before and it still unacceptable.   
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last month I received a letter from the State of NY notifying me I had $300 worth of unclaimed gift card with this company. Those gift cards are from a while ago - at that time I had multiple family emergencies - husband was diagnosed with cancer, etc and I missed to follow up with them on my gift card, and later on it slipped my mind. It is also possible I never received those since they are not in my email inbox.Anyway, I followed the directions provided in the letter and claimed the funds successfully, receiving 3 tracking numbers, on 1/3/25. Since then the status of those claims never changed, and just says 'pending processing, check back later'. Additionally I have contacted them multiple times, both by filling out online form and sending email directly. Each time I would received an automated response saying my mail will be reviewed and responded to within ***** hrs.Never heard back on any of my contact attempts.

  

  Business response

  02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Complaint Case: ********
  
  RE: Complaint #********* **** *******
  
  Dear Aspen,
  
  On January 19, 2025, Blackhawk Networks (Blackhawk) received a complaint from **** ******* regarding cards that have had funds escheated to their State's ********************
  
  On January 21, 2025, Case CS1516245 was opened to address concerns raised by Ms. ******* regarding three cards that had the funds removed. An email was sent to ********************* to request the ******************************************* the notification letter she had received advising her that the funds had been escheated. Ms. ******* responded with a photo of the letter she received which stated that the unclaimed funds needed to be retrieved via website.
  
  After reviewing the documentation provided by Ms. ******** we were able to confirm that she had received the replacement cards as of January 31, 2025, with Case CS15216245 being closed as Resolved on February 3, 2025. 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. ↩