Consumer complaint received 2024-12-17 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Blackhawk Network Holdings Inc.
State: TX

Complaint narrative:
I contacted XXXX at XXXX on or around XX/XX/year>. XXXX is a health reward benefit offered by my company, XXXX. I contacted them because after successfully using the card XXXX time, I could no longer use the card. There was a balance of {$80.00}. I was told XXXX could not do anything except resend the redemption email ( which they did ) and said I would need to contact XXXX at XXXX. I spoke with XXXX who said they could not help after the card had been redeemed and I would need to speak directly with XXXX at XXXX. 

I called XXXX and explained my dilemma and they said the card had been locked due to suspicious activity on an invalid website or a phishing site. They created a case number : XXXX wherein my issue would be reviewed by a tier XXXX department. 

I received this request for more documentation from the CC company : Information Pending Subject : XXXX XXXX XXXX XXXX XXXXXXXX Hello, Additional information is required to resolve your inquiry. 
This is in reference to XXXX. Please see below for the requested details and kindly provide a response within three business days. Thank you! 

Comments : XXXX XXXX, We are reaching out from XXXX Incentives. We will be happy to assist you with any inquiries you might have. 

We are pleased to inform you that we needs some documentation to validate ownership of these card, please help us by sending the following documentation : -A copy of the redemption email. 
-A valid government-issued ID. 
-A copy of a utility bill showing the cardholders name and address. 

As soon as you send the documentation, we will continue working to validate the information. 

Best Regards, XXXX XXXX. 
Client Experience XXXX XXXX. 

I sent them an email stating that I felt that requesting a government ID and a Utility Bill was excessive and evasive, and I did not feel comfortable providing this information to them My email read : This request seems very invasive for a gift card incentive I received at work. Please explain to me why unlocking a block on my card requires so much personal information that could be used nefariously by any one of your staff. 

I am attaching the redemption email for both cards I received because I have no clue which redemption email goes with what card. 

I am willing to send you a picture of my work badge but that is all I am willing to send. They have my mailing address on file if you would like to get it from them. 

XXXX XXXX XXXX I received another email from them as follows : Information Pending Subject : XXXX XXXX XXXX XXXX XXXXXXXX Hello, Additional information is required to resolve your inquiry. 
This is in reference to XXXX. Please see below for the requested details and kindly provide a response within three business days. Thank you! 

Comments : XXXX XXXX, Thank you so much for your response, In order to protect your account and prevent any potential unauthorized activity, we took the precautionary step of blocking your card. Our monitoring system detected that your card details were entered on a website that appears to be a spoof or phishing site. These sites are designed to look like legitimate platforms but are used to steal personal information. 

We understand that this situation can be frustrating, and we want to reassure you that your security is our top priority. To resolve this matter, we needs some documentation to validate ownership of these card, please help us by sending the following documentation : -A valid government-issued ID. 
-A copy of a utility bill showing the cardholders name and address. 

As soon as you send the documentation we will continue working to validate the information. 

Best Regards, XXXX XXXX. 
Client Experience XXXX XXXX. 

Again, I declined stating : I guess keep the XXXX $ then because this was a reward for healthy choice from my job and again. I will not be sending my government ID or a utility bill. 

I will NEVER redeem my rewards for a XXXX XXXX Credit Card and have let my coworkers on my team that participate to avoid Visa Rewards and just stick to box store gift cards like XXXX XXXX, XXXX, XXXX, and online retailers like XXXX. 

I would like to express how disappointed I am at the overreach of your monitoring system. I can tell you exactly what websites I tried to use the card in and every single one was legitimate. I believe this is part of anti-money laundering initiatives and I will not participate by surrendering my government ID or a utility bill. 

I wonder how much money is surrendered/forfeited because others have also taken a stand against the overreach. 

I wish it was the card with a balance of XXXX $ but it is what it is at this point. All I had to do to get the reward was exercise and participate in company sponsored activities through XXXX. XXXX just earn more next year. 

Warm Regards, XXXX XXXX XXXX, they sent another email stating they would close the ticket if no documentation was provided within 2 days. 

Information Pending Subject : Cardholder Services - XXXX XXXX XXXXXXXX XXXX, Additional information is required to resolve your inquiry. 
This is in reference to XXXX. Please see below for the requested details and kindly provide a response within three business days. Thank you! 

Comments : XXXX XXXX, We are reaching out from XXXX Incentives regarding the replacement card, we will be happy to assist you with any inquiries you might have. 

We want to share with you that we are still waiting for a response of the documentation, please respond to this email within the next 2 days or we will continue this case as resolved. Our team will review your response and provide an update accordingly. 

Best Regards, XXXX XXXX. 
Client Experience XXXX XXXX. 

My response : I will NOT be providing a Government Issued ID nor will I be providing you with a utility bill showing my current address. This card was locked by your company and should be unlocked by your company. This request goes above and beyond fair and reasonable documentation to prove I am the benefactor of this card. I provided you with the redemption email showing I received the reward as a benefit from my company for wellness. 
Close the ticket and steal my money as I am sure that is the ultimate goal of your organization. 

I will forever feel like your company is fraudulent and will avoid redeeming my castlight points for a XXXX  XXXXXXXX XXXX XXXX and will instead chose an XXXX gift card as they have never violated my rights. 

XXXX XXXX My corkers told me about CFPB and I decided to file a complaint against XXXX and XXXX Incentives. Their email is : XXXX XXXX

Company response to consumer: Closed with explanation