Complaints

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a $100 prepaid gift card. 2 fraudulent charges were made almost immediately on the card which left me with a $10 balance. I contacted the organization (adult dating sites) that charged the card based on their phone number listed on the charge statement. I filled fraud charges with them. After hearing nothing I contacted Blackhawk and filed their required paperwork. After hearing nothing from Blackhawk I again reached out to them. They then demanded a bunch of information that I would have never had like copies of the receipts for the fraudulent transactions. I responded to their email providing everything I had and inquiring how Id have receipts for transactions I had no part in and received a response from them a couple weeks later demanding the exact same items. Its clear they have no intentions of protecting their customers.

  

  Business response

  03/11/2022

  March 11, 2022
  
  Better Business Bureau
  Complaint Case: 16826330
  
  RE:  ***********************
  
  Dear ****************,
  
  On March 3, 2022, Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from *********************** regarding unauthorized charges on a **** Gift card.  Blackhawk manages these cards on behalf of the issuer, MetaBank.
  
  On December 5, 2021, Mr. ******* $100 **** Gift card was purchased. On December 5 and 6, 2021, two, unauthorized transactions posted to the account.  On December 16, 2021, **************** contacted us to initiate a dispute for these fraudulent transactions totaling $89.66.  At that time, a dispute case was created, a replacement card was issued, and an email was sent requesting additional information.
  
  On December 20, 2021, we received the requested documentation. On January 15, 2022, a letter was sent to **************** requesting information for the overcharged transactions, as the cardholder had stated they tried to use the card for $5 but was charged for these transactions totaling $89.66. On February 21, 2022, an email was sent to **************** advising the case had been closed as we did not receive the additional documentation requested as initially the dispute reason was opened as a service dispute/overcharged due to a misunderstanding. On February 26, 2022,replied that he cannot provide the information we are requesting because the charges are not authorized.
  
  On March 5, 2022, we clarified with **************** the purchases were not authorized. On March 9, 2022, we requested additional documentation from **************** to continue with his dispute. That same day, we received the requested documentation. On March 11, 2022, the dispute was resolved in Mr. ******* favor. As a result, a final credit in the amount of $89.66 was applied to the account and a resolution letter was sent. **************** may access the funds via his replacement card ending in ****. The card may be used everywhere in the **** where **** debit is accepted.  We apologize for any delay or inconvenience that **************** may have experienced.
  
  Please reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

  Customer response

  03/17/2022

  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

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I responded to a rebate offer from Autolite for a set of their spark plugs. I fulfilled all the requirements, sent in the forms and received my rebate debit card from Blackhawk Networks, the rebate agent for Autolite. When I tried to use the card it was denied twice at two different stores and I had to use my own personal credit card. But when I looked into the rebate card on line it showed both tranactions going through and charged to the rebate card. This was impossible so I opened a case with Blackhawk case #Ds0291792. After countless phone calls and emails and after sending them the proof and filling out their forms they refuse to credit me back the missing funds. They even went so far as to change the transaction date in their records so that they could dipute my receipt as proof becasue now, the dates did not match even though the store and exact amount did match. They are stealing this money and then stalling by creating endless red tape hoping that I will just give up and they keep my money. I've alerted Autolite twice but get no reponse.

  

  Business response

  03/07/2022

  March 7, 2022
  
  Better Business Bureau
  Complaint Case: 16823588
  
  RE:  *********************
  
  Dear ****************,
  
  On March 2, 2022, Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from ********************* regarding a declined transaction that posted to his **** Reward card.  Hawk Incentives, a Blackhawk company, manages these cards on behalf of the issuer, MetaBank.
  
  On December 7, 2021, Mr.******** $24 **** Reward card was issued.  The card was activated on December 18, 2021.  These cards are activated upon receipt.  On December 26, 2021, ****************** attempted to use the card to make a transaction at a ******* store for $21.72.  The transactions posted to the account even though ****************** claims that it was declined at the point of sale.
  
  On December 31, 2021, ***************** contacted us to dispute this transaction as he had paid for the purchase by other means.  That day, a dispute case was opened, and a letter was sent to ****************** requesting more information needed to proceed with the dispute.  On January 1, 2022, we received some dispute documentation.  On January 9, 2022, a follow-up letter was sent to ****************** requesting details related to his attempts to resolve this matter with the merchant.  On January 21,2022, ****************** contacted us by phone since he did not feel it was necessary to make a good faith attempt with the merchant as the transaction had been declined and paid with another card.  On February 1, 2022, another email was sent requesting details of the good faith attempt to resolve the matter with the merchant as this is required by the card network to process a chargeback.  On February 2, 2022, we received additional details from ******************.  On February 11, 2022, we reached out to the card network to see if we had enough information to process the claim.  On February 22, 2022, we reviewed this case and realized that the proof of payment by other means that was received showed a different purchase date than the date of the declined transaction.  An email was sent to ****************** that day to follow-up with this.  Between February 22 and March 2, 2022, we received several emails in which ****************** expressed his frustration as he felt that all the requested documentation had been provided. 
  
  On March 3, 2022, we again reviewed this dispute.  Although the dates on the receipts did not match, we decided to make a one-time exception as a courtesy.  As a result, a credit of $21.72 was applied to the account and a resolution letter was emailed to *****************.  This credit is reflected in the current balance of the card.  ****************** may use this card everywhere in the **** where **** debit is accepted.  The card may be used as credit and ***************** may sign for the purchases.  If he chooses to use the card as debit, then the default *** is the last four digits of the card number.  ****************** may use the default *** or change the *** by calling the number or visiting the website on the back of his card.  We apologize for any delay or inconvenience that ****************** may have experienced.
  
  We consider this matter to be resolved. Please reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

  Customer response

  03/08/2022

   
  Complaint: 16823588
  
  I am rejecting this response because: They are lying. I thought theirs was a credit card like all the rest of these rebates I've received in the past from legitimate companies. But theirs is a debit card requiring a ***. No mention that it was a debit card was included with the card in the mailing.I was never given the *** so it was impossible for me to use it. There are hundreds of complaints on line about this company doing this to other customers.

   They changed the purchase date in their records from the true 12 /31 to 12/26 in order to deny my credit by claiming my receipt for the exact same to-the-***** amount from the exact same store was therefore invalid because now, after their manipulation, the dates were 3 days different. There was another phony purchase claim by them from when I tried to use their card again on that same day of 12/31 but at a different store. That charge was also denied to me at point of purchase yet there is was on my statement. That credit was eventually returned to me after my many attempts and complaints. They changed that date also, moving it from the true 12/31 to Jan 1.  Only after I filed a complaint with an agency of the ****************** did I get my all money back.
  
  Sincerely,
  
  *********************

  

  Business response

  03/15/2022

  March 15, 2022
  
  Better Business Bureau
  Complaint Case: 16823588
  
  RE:  ********************* -Rebuttal
  
  Dear ****************,
  
  On March 8, 2022, we received a rebuttal from ********************* regarding our response to his original complaint. 
  
  Although ****************** may use this card as credit and sign for his purchases, he may also use the card as a debit card by using the last 4 digits of the card number, which is the default PIN. If ****************** would like to create a unique PIN, he may do so by visiting www.myprepaidcenter.com. We sincerely apologize for any confusion this situation may have caused.
  
  We have attached a Transaction History for the card in question, which shows a purchase date of December 21,2021. Mr. ******** dispute was resolved on March 3, 2022. As a result, a credit of $21.72 was applied to his account. There is currently an available balance of $24. *** ******* may use this balance anywhere in the **** that accepts a **** debit card.  We apologize for any delay or inconvenience that ****************** may have experienced.
  
  We consider this matter to be resolved. Please reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As part of the Bought Milk settlement, I received two payouts (approximately $7 and then $18), provided via two individual prepaid virtual Mastercards through Blackhawk Network's MyPrepaidCenter.com. I was able to access and use the funds. Then I was notified that these cards incur inactivity fees after 12 months of not using. I attempted to cancel the cards by contacting the company, to no avail. I called the numbers listed at https://myprepaidcenter.com/contactus, and found no option to cancel nor could I reach anyone. I called a number provided by Boughtmilk.com *************) and couldn't reach anyone. It's clear the parties involved are making it virtually impossible to cancel these cards, after which they'll be able to incur interminable fees from the millions of people who received funds from this settlement. This is nothing short of a scam. I want to be able to cancel my cards easily and free of charge, and for others to be able to do the same.

  

  Business response

  03/03/2022

  March 3, 2022
  
  Better Business Bureau
  Complaint Case: 16816633
  
  RE:  ***********************
  
  Dear ****************,
  
  On March 1, 2022, Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from *********************** regarding two Virtual Disbursements Prepaid MasterCard cards.  Hawk Incentives, a Blackhawk company, manages these cards on behalf of the issuer, MetaBank.
  
  On October 18, 2021, one of *********************** Virtual Disbursements Prepaid MasterCard cards was issued for $7.51.  The card was used to make two transactions.  There is currently an available balance of $0 on this card.
  
  On January 8, 2022, another Virtual Disbursements Prepaid MasterCard card was issued to ********************.  This card had an available balance of  $18.90.  This card was used to make a purchase for the full amount of the card on January 25, 2022.  There is currently an available balance of $0 on this card.
  
  Inactivity fees post to these accounts after 12 months of inactivity only when funds are still available on the cards.  Since ******************** has used both cards in full, no fees would post to these accounts.  We have blocked these accounts since ******************* has requested that the cards be cancelled.  We apologize for any delay or inconvenience that *********************** may have experienced.
  
  We consider this matter to be resolved. Please reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a $200.00 **** gift card from kroger store on 1/18/2022. My husband went to **** store on Monday 2/21/22 to use the card. When the store swiped the car we were told there was no balance on the card. They called and could tell it was fraud. 4 purchase date to use all the funds. I have called krogers and **** and was told that since this is a cash like instrument there is nothing they could do. This was a card through Blackhawk, and they are the ones that supply to the Kroger stores. I would like my money back. It sure seems like this is an inside job, since the card has always been in my control. I would appreciate any help on this matter.

  

  Business response

  03/04/2022

  VIA BBB WEBSITE
  
  March 4, 2022
  
  Better Business Bureau
  Complaint Case: 16812318
  
  RE: ***************************
  
  Dear ******,
  
  On February 27, 2022,Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from *************************** with respect to a $200 **** gift card that was purchased from a Kroger store.  This card is produced and distributed by Blackhawk on behalf of the content provider, ****.
  
  On January 18, 2022, ******************$200 **** gift card was purchased from a Kroger store.  Unfortunately, ****************** card seems to have been redeemed fraudulently.   Although Blackhawk does not have access to the funds associated with this card and did not receive payment for the purchase of the gift card, we reached out to Kroger for assistance with this matter.  On March 3, 2022, Kroger confirmed that they would be refunding $200 back to the debit card ending in **** that was used to make the purchase.  The credit should be received within **** business days.  We apologize for any inconvenience that ****************** may have experienced.
  
  Accordingly, we consider this matter closed.  Please, reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  H32393233353****33132H
  Regulatory Complaint Specialist
  ****, ** 89521
  www.H31303****33439373635H.com
  ****************************************************

  Customer response

  03/06/2022

  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

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to buy IKEA virtual gift card to shop from IKEA *******. I don't know Danish language and I searched ****** in English for IKEA gift card and It took me to ikea.com/us and placed an order which redirected me to Cashstar website for checkout. I placed an order No. CNDXUAP486 and was charged ***************************************************************** ** can't be used in ******* so I decided to cancel my order. Terms and conditions of Gift card and FAQs clearly mention that customer can cancel gift card before delivery. I didn't receive gift card yet, It has not been issued yet and order is under process. I tried to call Cashstar but their phone numbers don't connect. I wrote them email and created support ticket for cancellation request but received reply with promise to deliver gift card within 24 hours. I explained i placed order on ** website by mistake and i request cancellation but Cashstar is not cancelling order and not issuing refund.

  

  Business response

  03/04/2022

  March 4, 2022
  
  Better Business Bureau
  Complaint Case: 16811609
  
  RE: *********************
  
  Dear ****************,
  
  On February 27, 2022, Blackhawk Network Holdings, *** (Blackhawk) received a complaint from ********************* with respect to a CashStar order.  CashStar is a Blackhawk company.
  
  On February 26, 2022, ***** placed an order for a $1,000 USD Ikea e-gift card.  ***** resides in ******* and is unable to use this **** gift card.  On March 1, 2022, ****** order was refunded to the **** card used to place the order.  ***** should see the credit on the account very soon if it has not already posted.  We apologize for any delay or inconvenience that ********************* may have experienced.
  
  Please, reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a gift card that says it has already been redeemed and after talking to their support several times they have done nothing to resolve the issue but closed my case. I have requested either a refund or a physical card be sent to my home address.

  

  Business response

  03/16/2022

  VIA BBB WEBSITE
  
  March 16, 2022
  
  Better Business Bureau
  Complaint Case:  16806992
  
  RE:  *****************************
  
  Dear ****************,
  
  On February 26, 2022,Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from ***************************** regarding a Treat Yourself Swap eGift Card that was purchased via https://giftcards.com.  Blackhawk owns and operates this website and manages these cards on behalf of the issuer,MetaBank.
  
  On December 31, 2021, ****** placed an order for a $50 Treat Yourself Swap eGift Card. This card was delivered via email on the same day. These cards can be redeemed for eGift Cards for select merchants.  Our records show that the funds on this eGift Card were used to purchase an Outback Steakhouse $50 eGift Card.Our research shows that the Outback Steakhouse $50 eGift Card was redeemed in full on March 11, 2022. An email with this information as well as copy of the Outback Steakhouse eGift Card in question was sent to ******************** on March 16, 2022. ******************* can contact Outback Steakhouse at any time to discuss the redemption of this eGift Card. We apologize for any delay or inconvenience that ***************************** may have experienced.
  
  Please, reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com 
  ****************************************************

• Initial Complaint

  02/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Gift cards issued in July of 2021 expired on 12/21 thats illegal the card shouldve had 5 years at least 1 year they took money from 4 cards and I have 0 balance on all now with nothing spent

  

  Business response

  03/07/2022

  March 7, 2022
  
  Better Business Bureau
  Complaint Case: 16806709
  
  RE:  *****************
  
  Dear ****************,
  
  On February 25, 2022, Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from ***************** regarding four expired **** Virtual Reward cards.  Blackhawk manages these cards on behalf of the issuer, MetaBank.
  
  On March 23, 2021, two $15 **** Virtual Reward cards were issued to *****************.  On June 7, 2021, one $15 and one $30 **** Virtual Reward cards were issued to *****************.  The cards were issued for incentive/reward purposes and the expiration term, which was 6-months, was chosen by the purchasing client.  It is the intention of the purchasing client that the card be used prior to the expiration date.  The cards issued on March 23, 2021, expired on September 30, 2021.  The cards issued on June 7, 2021, expired on December 31, 2021.  Once the cards expire; the funds expire.  Card usage and expiration information was provided with the cards when they were issued.
  
  These cards were issued by MetaBank, which is a federally chartered financial institution.  State gift card laws regarding prepaid cards expiration are preempted by federal law with respect to cards issued by federally chartered entities. Under the federal Credit Card Accountability Responsibility and Disclosure Act of 2009 (the Card Act),cards distributed in connection with loyalty, award and promotion programs are expressly permitted to carry a shorter expiration period.   
  
  It is unfortunate that *** missed the opportunity to enjoy the full benefits of her **** Virtual Reward cards prior to the expiration dates. As a one-time courtesy, we have issued three $15 and one $30 replacement cards.  The card should be received within twenty-one business days.  The cards will need to be activated prior to use.  These cards may be used anywhere in the **** where **** debit is accepted.  We recommend that *** use the funds associated with these cards prior to their expiration.  We apologize for any inconvenience that ***************** may have experienced.
  
  We consider this matter to be resolved.  Please, reach out with any questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a $500 gift card as a gift at the end of January 2022. As soon as I activated the gift card it was used for fraudulent charges in its entirety. I have contacted the issuing company numerous times since and they have given me every excuse to not refund the money. They sent me a new card with $0 on it then deactivated it. Now they say they sent another card with $499 on it but I have not received anything. This company is a scam and stole my money and no one seems to be able to help me with this.

  

  Business response

  03/03/2022

  March 3, 2022
  
  Better Business Bureau
  Complaint Case: 16794031
  
  RE:  *******************
  
  Dear ****************,
  
  On February 23, 2022, Blackhawk Network Holdings, Inc. (Blackhawk) received a complaint from ******************* regarding a **** Gift card.  Blackhawk manages these cards on behalf of the issuer, MetaBank.
  
  On January 27, 2022, Ms. ****** $500 **** Gift card was purchased.  The next day, several unauthorized ****** transactions posted to the account.  A dispute case was opened to attempt to recover the funds.  Disputes require documentation and may take up to 90 days to be resolved.  On January 31, 2022, a replacement card was issued as a fraud prevention measure.  Any funds credited as a result of the dispute resolution could be accessed with this card.  The replacement card was activated on February 8, 2022.  These cards are activated upon receipt.
  
  On February 16, 2022, Ms. ****** dispute case was resolved in her favor, credits totaling $500 were applied to the account, a resolution letter was emailed, and a second replacement card was issued.  On February 25, 2022, the second replacement card was activated.  Since then, the card has been successfully used to make two transactions.  ************** may use the remaining balance on the card everywhere in the **** where **** debit is accepted.  We apologize for any delay or inconvenience that ******************* may have experienced.
  
  We consider this matter to be resolved.  Please reach out to us with any further questions.
  
  Best Regards,
  
  ***********************
  Blackhawk Network
  Regulatory Complaint Specialist
  ****, ** 89521
  www.BlackhawkNetwork.com
  ****************************************************

*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. ↩