Consumer complaint received 2018-09-11
Company: Blackhawk Network Holdings Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
on XX/XX/XXXX, i tried to access my account with XXXX XXXX and it was blocked. on XX/XX/XXXX i called customer service to find out why. the cs rep could not explain so i asked for a supervisor, i got a cs rep II named XXXX. who told me that because my cards were purchased out of state it wasnt allowed. my cards the ones he gave, he gave me amounts and full pack numbers to my knowledge were not purchased out of state. i spoke with another cs rep II as well his name started a XXXX he told me that the info XXXX gave me he couldn't regive me. this is a XXXX XXXX safe through blackhawk. i load money by buying a pack or getting a pack from ny family to my safe & from there i load it to my XXXX account or XXXX  card. over time ive been getting so many error messages trying to load my cards, there are times where i would load the cards to my safe and couldnt spend the money for weeks to 30 days. i called most times to compain. this last time i was confused because i had been speaking to so many ppl who would give me different information each time i called. i spoke to XXXX  ( too many times ) XXXX, XXXX. when i asked for supervisors i got those mentioned ; not supervisors. via email when i sent a message to the XXXX i got XXXX via email. when i emailed the PR department and The CEO email i spoke to XXXX over the phone. I received a email from fraud a guy name XXXX who i responded to for help, emailed him like 6 times no response. XXXX worked at headquarters in CA he said that he would take care of this and issue a refund ( this was around the XX/XX/XXXX ) when i called back the following week he no longer worked for the company and no one knew anything. XXXX responded to the XXXX  complaint shes the one who told me XXXX no longer worked there. XXXX knew this and said not to respond because he was now handling my case. i only knew he didnt work there because i emailed XXXX. i have left my callback number for supervisors on different occasions was told i would be called back within 2 business days its been over 1 month and i never heard from a supervisor, every time i ask i get cs reps II the risk department has been working on this for over a month. i speak to XXXX who told me that the information about the packs XXXX gave me was incorrect. that XXXX should not have given me that info. i was then given another set of pack numbers these pack numbers have been sitting on my account from late XX/XX/XXXX to XX/XX/XXXX. i needed this money for my grannys funeral. this was by far the worst experience to try to help bury my granny and i had no funds available. these packs were given to me by my granny to help me with bills right before she died. i use to help her pay her bills she was XXXX didnt believe in banks she sewed clothes sold furniture. now i was told id get a refund and now they want receipts from a person whos deceased. i have sent what i had as i was told by XXXX. i was also told by XXXX whos in XXXX XXXX that he didnt have any XXXX people in his country so he didn't know how to deal with this, he also said that the company would keep the funds and write it off on they taxes. i believe and know ive been treated unfairly, ive been discriminated against, ive hung up on, lied too so they can get me off the phone, ignored. ive posted on XXXX, XXXX and XXXX and XXXX. this company allows the XXXX comments and the disrespect to the customers. ive called over 20 times within a month emailed 4 different email addresses within the company about 20 times, still not once have I talked to a supervisor. risk management has been working on this care for over a month. it seems they just side with the cs reps, i did as i was told i sent in what i had and i was told i would get my refund in full. they have only ignored me. XXXX has been responding but she has only been a liaison everything i email her she has to send to the risk department. it seems every time i send a email no one can open or find it. this has been a nightmare not to mention that im XXXX   trying to not have a nervous breakdown while dealing with this treatment. ongoing for over 1 month never once speaking with a supervisor. i have uploaded something but everything couldnt fit.

Company response to consumer: Closed with explanation