Consumer complaint received 2016-04-01
Product: Prepaid card — Mobile wallet
Issue: Unauthorized transactions/trans. issues — 
Company: Blackhawk Network Holdings Inc. (PA)

On XX/XX/2016 I attempted to make a bill payment transaction in the amount of {$930.00} ( {$930.00} payment + {$1.00} bill payment fee ) via my account with Blackhawk Network 's Reloadit Safe found on reloadit.com. The transaction did not appear to be successful as the website was providing error messages after each of 2-3 attempts to complete the payment. The next morning, XX/XX/2016, I logged into my Reloadit Safe account to find that all my available funds that were previously " loaded into the safe '' had disappeared. These funds ( {$930.00} ) were available the previous day that the transaction was attempted. There was no trail of where the funds went in my transaction history. 

I called customer service and they told me that a Bill Payment had been processed using the funds but they could not verify the amount of the Bill or give me a reciept ID. The issue was then escalated to " Level 2 '' customer service and a ticket was created. I was then contacted by a Level 2 customer service representative XX/XX/2016 and was informed that I needed to call another company named XXXX to resolve this issue and was given a phone number. I was told that the funds were sent to XXXX and that they could help me check the status of the transaction. 

Using the phone number provided by Reloadit, I called XXXX and they were not able to verify that a Bill Payment transaction had taken place based on the payee ( my mortgage company ) and account number ( my mortgage account number ). They informed me that if a bill payment transaction had been processed, they would be able to identify it immediately. Since XXXX was unable to identify the transaction, it was concluded that the payment had not been processed on XX/XX/XXXX or XX/XX/XXXX as Reloadit customer service representatives had insisted to me via phone conversations. I called Reloadit customer service back to inform them of the payment status as communicated to me by XXXX and I was informed that the Reloadit company does not provide access to the " Level 2 '' customer service representatives. I was instructed to wait for a response from them. On XX/XX/2016, I finally recieved a response from reloadit via telephone in which they and asked me to verify my phone number as they could not locate the transaction based on the phone number I had provided when the issue was escalated to level 2 via the customer service department. I provided them with an alternate phone number and was informed that they would get back to me shortly. The next day, XX/XX/XXXX, I recieved another phone call from reloadit. They began began discussing a bill payment for the amount of {$160.00} to another payee and stated that they had not received a return payment and that they believe the payment was successful and that I needed to contact XXXX. I informed them that they bill payment they where referring to the WRONG BILL PAYMENT! The bill payment of {$160.00} was SUCCESSFUL and was not the transaction I originally called to dispute. I informed them that they need to investigate a transaction for {$930.00}, an amount matching the amount which had gone missing from my account. I then re-explained to the representative that {$930.00} has disappeared from my account with no transaction confirmation or transaction history. As of the date of this letter, XX/XX/2016, I have n't received any communication from Blackhawk Network about the missing funds. I have received no indication that the customer service team I am working with ( in XXXX ) is capable of fixing this problem.