Consumer complaint received 2021-09-09
Company: Blackhawk Network Holdings Inc.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
Summary : I am having a UDAAP issue with this myPrepaid Center Mastercard account in which I am not receiving the credits as promised by the terms and conditions of the card. I used the card as specified in the details and with preferred merchants, but am not receiving the promised 5 % credits, and am feeling deceived and the process to try and escalate/resolve is all very illusive, with no set timeline, and I feel cheated & betrayed. Details : I received this prepaid card with a prior balance, and an advertising pamphlet which mentioned receiving 5 % as a credit back on the card when you use the card at preferred merchants which were listed. On XX/XX/XXXX, I used the card to make a large purchase for my soon to arrive XXXX  totaling {$660.00} at XXXX XXXX XXXX XXXX - a preferred merchant which would allow 5 % to be credit back on the card. As of XX/XX/XXXX, I had not seen the expected credit of {$33.00} for the purchase on my card ; however, I did see my 2 transactions on XX/XX/XXXX and XX/XX/XXXX which were also at preferred merchants posted along with their respective credits ( the XX/XX/XXXX purchase even being at the very exact same merchant and store location ). Therefore, I called on XX/XX/XXXX at XXXX CST , but when speaking with a representative, I was told I would have to allow for a full 10 business days before calling in as it takes 3-10 business days for the credit to post to the account. I allowed for more than the 10 business days by calling back on XXXX at XXXX CST , at which point I spoke with XXXX who opened a case ( XXXX ) as he agreed the credit of {$33.00} was missing. XXXX advised the case would be resolved within 1-3 business days and I would be contacted regarding the resolution by email. As of XXXX, there have been no emails or contact by the company regarding the case, so I contacted them again. On XXXX at XXXX XXXX  CST I spoke with XXXX who advised the case was still open as they were still working on a resolution, and mentioned he would add a note that I was asking for someone to contact me with a resolution ASAP. I asked to speak with a supervisor as this was unacceptable and the issue does not require any complicated research, but is simple math ( XXXX % ) to figure out what to credit my account/card. XXXX could give me no actual ETA on a response and simply said I would have to wait until they reached out. After transferring me to a supervisor, I was on hold for 15 minutes, and then my call was answered but met with dead air. I called back, navigating the 15 steps of prompts yet again! I spoke with XXXX advising I needed a supervisor, and after 12 minutes on hold, again I was met with dead air. I called back now a 3rd time on XXXX, 5th time overall to try and resolve this issue, to speak with XXXX who refused to provide me with the name of the manager ( s ) answering the call and not assisting me. He transferred me to a queue for the supervisor, but advised most were away on lunch and unavailable to assist. After being on the phone and then on hold for another 20 minutes, I received the automated message that all representatives were busy and to press 1 to leave a callback number. I have yet to hear back still - please help me get the money I was promised and am owed by their own terms and conditions!

Company response to consumer: Closed with monetary relief