Consumer complaint received 2016-05-13
Company: Blackhawk Network Holdings Inc.
State: MD
Product: Prepaid card
Sub-product: Gift or merchant card
Issue: Fraud or scam

Complaint:
Consumer Financial Protection Board Complaint : OmniCard Reward Debit Card # XXXX I purchased kitchen cabinets and was rewarded with a {$500.00} reward card by the cabinet maker, XXXX. It had a " good thru '' date of XXXX. On XXXX/XXXX/2016 I attempted to use the card to purchase some car parts from XXXX at their web site. I entered the card information and the card was accepted for the charge in the amount of {$57.00} at the web site on XXXX/XXXX/2016 @ XXXX pm as evidenced by the date stamp on the invoice. The card number and expiration were noted on the invoice. On XXXX XXXX, 2016 I received an email from XXXX indicating the card I had provided has an expired expiration date. I contacted OmniCard @ XXXX ( the number on the back of the card ) and spoke to a representative who could see the charge I had made with XXXX on XXXX/XXXX/2016 as well as several other charges I tried to make that day ( XXXX XXXX, a restaurant ) and another online charge which was not accepted at the time of the online purchase. I was told that she could not authorize the charge and that she would write up a ticket, which she did ( XXXX ). I wrote the reference number down and also received an email confirming that she had registered my ticket. She told me I would get contacted within XXXX hours. I have not been contacted. After several days ( giving them more time to respond ) I contacted OmniCard again. This time, the representative, XXXX, told me that she could not see the charge I had attempted to make with XXXX ( but she could see the charges I had attempted with XXXX ). She indicated the attempted charges are erased after a few days ( curious ... why could she see the XXXX charge attempts but she could not see the other charges that the other representative could see on XXXX XXXX?? which were the subject of my complaint ). I asked her to look it up based upon the XXXX number ... she indicated she did not have access to the system for those tickets. I asked for a supervisor and was eventually put through to XXXX. XXXX was apologetic but indicated there was nothing she could do ; she indicated she could not look up the XXXX ticket either. I asked for XXXX 's supervisor and she would not give me a name but eventualy gave me the name XXXX. I asked her to put me through to her ; after a long hold XXXX came back to the phone and indicated XXXX was unavailable and could not help me. I asked for the President 's name and was given XXXX XXXX ; asked for phone number or to be put through to his office and was told they do not have that information. I asked for the address of the main office and was given the address as XXXX XXXX, XXXX, PA XXXX. After several additional attempts to get my issue resolved I finally decided to contact the CFPB to help me with my complaint. 
I tried in good faith to use a card I believed to be good through XXXX on XXXX/XXXX/2016. The charge I attempted to make with XXXX was accepted on that date. On XXXX XXXX, 2016 I received notice frome the online retailer that the card had expired BUT IT WAS NOT EXPIRED ON THE DATE I USED THE CARD. I attempted to resolve the issue with OmniCard and thought it would be resolved fairly. After several days and XXXX contacts with OmniCard it became clear that OmniCard is engaged in deceptive practices and was giving me the run around. Hard to believe that no one in the customer service department could view my initial complaint even when provided the ticket number ( XXXX ). 
I found XXXX XXXX 's information and called his office leaving a message in his voice mail on XXXX XXXX, 2016 at XXXX. I asked for him or one of his representatives to contact me to help to resolve the issue. I have not received a response to my message.

Company response to consumer: Closed with monetary relief