Consumer complaint received 2021-07-30
Company: Blackhawk Network Holdings Inc.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
Blackhawk Network emailed me to notice they sent me my replacement Visa gift card on XX/XX/XXXX, but the card never came. Today is XX/XX/XXXX, and Im still calling and waiting. 
Below are the details, I purchased a {$500.00} Visa gift card on XX/XX/XXXX and I registered it on the website www.giftcardmall.com/mygift ( which is on the back of the Visa gift card ) after purchasing it on the same day. Next day, I checked the balance of this card before using it, there was XXXX in it, so I filed a request to get my money back. BHN Support XXXX sent me an email on XX/XX/XXXX with a dispute case number XXXX. Heres the email content : XXXX XXXX my name, correct address and a card information table ) Dear ( name ), We have concluded our investigation regarding your disputed transactions totaling {$500.00}. The credit issued to your account on XXXX for {$500.00} is final. As such, your case is considered resolved and closed. 
Due to the claim of unauthorized activity on your account, we have replaced your card as a security precaution. Replacing your card will help protect your account and stop unauthorized activity from continuing. You should receive your replacement card within 7 to 10 business days. However, due to COVID-19 there may be additional delivery delays with the postal service, so please allow up to 15 business days for the delivery of your card. 
Keep your new card and account secure : To activate your card or check your account balance online do not XXXX the website address or open a custom URL. Type the web address just how it appears on the back of your card/ or listed with your virtual card into your browser address bar or call the number on the back of the card to activate or check account balance. 
If you have any questions or need help related to your dispute case and would like to speak to a dispute representative, please contact us at XXXX. We appreciate your business and value you as a customer. 
Sincerely, Cardholder Dispute Services Email : XXXX Fax : ( XXXX ) XXXX Ref : XXXX According to this email, after 7 business days, I checked my mail box everyday but the card never come. After 10 business days I called them ( XXXX ) on XX/XX/XXXX, and they told me to wait more days because of covid-19, USPS delayed. 
Then I called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX, every time they just told me to wait. I called on these days because they told me I could receive the card ( or email ) by them but I did not. 
They said they resent a new card 4 times, every time after they sent I was waiting and calling again and again, but the card never arrived. I receive my mails normally and never miss any credit cards or bills so I dont think its USPS problem. I asked them if you did resend by USPS so many times but I never receive the card, then you should think about other solutions, like e-mailing me an e-gift card or sending by XXXX or XXXX with tracking number. Some told me they dont do this, and others told me it would take much longer because they have to apply and wait for approving.. 
On XX/XX/XXXX, I called the number XXXX which is the number on the back of the Visa gift card, XXXX finally agreed to send a replacement card with tracking number, this is the 5th time they said they resend the replacement card but the first time with tracking number, and he said it would be sent by USPS but tracked through XXXX website. Then I received an update email on XX/XX/XXXX, from BHN Customer Service XXXX, here is the content, Communication Update Hello, Our team is currently working on your Case XXXX and has the below update. Thank you for your patience with this matter. 
Comments : Dear Ms ( name ) I am sending you the details we discuss today XX/XX/XXXX on regards of your case XXXX, since there has been some delays on the deliver of the card, confirming case has been expedited and escalated based on supervisor approval you should receive the tracking number within 2-3 business days to your email, and after receiving the tracking number you can track it trough XXXX, and after that you should expect to receive the card within 2-3 business days. 
We are really sorry for the delays Regards, XXXX Case Status Tracker ( In Progress ) Ref : XXXX According to this email, when I called on XX/XX/XXXX, they told me this replacement card was issued and sent on XX/XX/XXXX. So, I have to wait for tracking number email now. I asked for an email to confirm I will have a tracking #, I was told would receive within 2-3 business days, but after that I called almost everyday to ask about the tracking number ( or email ) but every time they told me they have not yet had the tracking number, once they have they will send me email. 
Sometimes they told me I will receive the email in one hour, sometimes just let me wait, so sometimes I called many times a day. 
On XX/XX/XXXX, I called again in the morning, this time, XXXX gave me this tracking number XXXX, and I used it on XXXX and USPS tracking websites when I was still on phone with him, it is not a valid tracking # in both sites. I asked XXXX where can I use the tracking number to track my replacement Visa gift card, he took some time to ask his supervisor but without answers, so he promised to call me back in 2 hours, but there is no call at all. 
On XX/XX/XXXX, I called again in the afternoon. XXXX told me they have sent the card on XXXX XXXX, but there is no tracking number at all. She said I have to wait for 15 business days so I can receive the card around next Friday. XXXX sent me 3 emails. The first one has a different new case number XXXX, so I asked her to send another email with my original case number and also including what she told me today about they had sent the card on XX/XX/XXXX. 
On XX/XX/XXXX morning, I call 3 times. The first two calls were hung up while they put me on hold. On the 3rd call I spoke with XXXX, and I gave him the new case number XXXX. He said this replacement card was replaced on XX/XX/XXXX and I should have the tracking number. I will receive the tracking number email when they have it. I should receive the email within 24-48 hours. And I said if the card had been replaced on XX/XX/XXXX, I should receive the tracking number email before end of today right? He said yes, so Ill call again if I not receive the email. 
Long story in short, Blackhawk Network emailed to notice me they sent me my {$500.00} replacement Visa gift card on XX/XX/XXXX but the card never come. Today is XX/XX/XXXX, and Im still calling and waiting. Please be honest and send me my {$500.00} replacement Visa gift card by XXXX or XXXX  with tracking number.

Company response to consumer: Closed with monetary relief