Consumer complaint received 2022-03-10
Company: Blackhawk Network Holdings Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
XX/XX/XXXX I found out when it was still pending that it was used unauthorized. The amount was {$47000.00}. I called right away to report it being stolen. I was told to wait for it to be posted to dispute it. I called the store to tell them its not me, they couldnt find a sale with my name on it. 
XX/XX/XXXX The charge was posted, but it changed to {$14000.00}, which is what I had on the card. I called Blackhawk to start the dispute process. Filed a police report with a notarized dispute form. I was told the process takes up to 90 days XX/XX/XXXX I emailed the XXXX customer service in case its an online purchase because the store staff cant find that sale the multiple times Ive called, hoping that they can stop the shipment. I got a response that XXXX reported that sale to their loss and prevention department. 
XX/XX/XXXX I received an email from XXXX detective XXXX XXXX asking for more information on the case. XXXX filed a stolen police report on the sale. I told him the location of the ATM I used. He had someone went and got the skimming device. I also called Blackhawk to give them all this information, hoping itll help with their investigation. 
XX/XX/XXXX XXXX the email from Blackhawk stating that theyve found no error and the case is considered resolved and closed. I called right away to appeal the decision and was told they will reopen the case and the decision was from XXXX, and wait till 90 days for a resolution. 
XX/XX/XXXX I couldnt get through to XXXX, I called Blackhawk again to ask what was the reason it was denied. A supervisor XXXX said through Blackhawks investigation, that they couldnt see evidence of fraud, in an over 1 hour recorded conversation, I argued that the evidence is actually overwhelming that its a fraud, he asked me to prove fraud by saying repeatedly, You are saying that, but can you prove it?. I sent the screenshots, he said none is considered proof of fraud, I said I can get the footage of the suspect making the purchase, he said thats not proof either, I asked him to talk to the detective, who said hes happy to confirm its a fraud. The supervisor said they dont do that. He said I am not their customer, I am someone whos authorized to use that fund. Their customer is XXXX, itll depend on if XXXX wants to restart the fund. I argued it is given to me then its my money, he said no, but if youd like to call it your money, he calls it the fund, the entire conversation was extremely frustrating and insulting, he confirmed that Blackhawk wouldnt consider this as fraud even with all the evidence I had, and wouldnt talk to the detective, and wouldnt consider me as a customer even though the fund was given to me. I contacted the detective whos working on the case to get more evidence because everything I had was rejected as evidence by Blackhawk. He said that doesnt make sense, because XXXX filed a stolen police report and flagged the sale as fraudulent and didnt get paid. Hes got the footage of a suspect buying 6 watches with multiple cards, each of our cards have {$14000.00} max, he has to use multiple cards to pay for them. He also gave me the contact information of the detective XXXX XXXX, whos working on another victim in my area in the same sale. As in the email, he wasnt able to give me more evidence but it confirms that there are detectives working on both the XXXX and the victims side, and therere more than one victim in the same sale. 
From XX/XX/XXXX to XX/XX/XXXX Ive talked to all the detectives and the merchant to collect as much evidence as I could to prove that its a fraud case, and sent them to Blackhwak, and they were not helpful at all, some say the decision is from XXXX, some say that it didnt occur to Blackhawks investigation team that card information can be stolen and made a copy of. Some say that somebody might have clicked something wrong in the system and it was a mistake, none was able to confirm whats happening with the dispute and all had told me to wait for 90 days for a resolution. Their responses have been so inconsistent that I filed a complaint on XXXX  and CFPB, Blackhawk responded on both websites with the call log and asked me to wait for 90 days. 
XX/XX/XXXX Its been 90 days, I tried talking to a manager whos assigned to my case after all the complaints Ive filed, I was refused to get transferred the call to her, she later sent me an email saying they are still working on it and will send me an email when theres a resolution. Theyve violated the 90 days and they dont have a reason for the delay or how much longer they need.

Company response to consumer: Closed with monetary relief