Consumer complaint received 2024-05-13 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble getting information about the card
Company: Blackhawk Network Holdings Inc.
State: NV

Complaint narrative:
It's been over a month that I am unable to access my account XXXX ( CFPB please scrub email from public view ) at XXXX XXXX XXXX in order to see all of my prepaid cards ( I've many ), check the balance and transactions. 

After providing the correct username and password ( they are accepted and was even able to successfully reset the password twice ), and providing the correct XXXX code received over email ( copy and paste or read from other device and manually input the code it doesn't matter ) there is a brief ( less than 1 second ) error screen informing me the XXXX code provided is not correct and then I'm immediately redirected to the home page of myprepaidcenter instead of the main page of the account I could access my account for years without troubles before and we can still access my wifes account using ANY of the same devices, browsers and internet connections we have available. 

Unfortunately after over 1 month of failed attempts and several tickets the company inevitably closes them emailing me the problem has been solved when in reality it has not, which leaves me to open a new ticket from scratch and them asking me for the very same information once again and them telling me they resolved the issue once again when they have not. 

Closed tickets : XXXX, closed because they didn't even understand I was not asking about redeeming a card but accessing the website, XXXX, XXXX, XXXX ALL closed as solved without being solved at all. 

I'm now dealing with UNRESOLVED ticket # XXXX ( which somehow I managed until today not to have closed, but tomorrow it could easily be ). 
They already answered me that they have resolved the issue ( they have not ) but left a chance for me ( since I asked for them to do so when opened it ) to confirm to them that this has been resolved. 
I did NOT confirm that the problem had been solved because it has not. I clearly informed them that the problem is still there, unchanged. 

Instead of going back to the tech department and ask them to try something else since - if they did something it did not work, they keep asking me the same stuff all over again even after I sent them ALL OF WHAT THEY NEEDED multiple times. 
They manage to ignore the text of my emails and ask in the follow up some information I JUST provided them ( with a level of details 10 times more than what they ask ) in the previous email. 
We are going back and forth with them asking me 1 question, me answering ( for the XXXX time with attachments, screenshots, videos and in writing ) to ALL OF THE QUESTIONS they ever asked me and they coming back at me the day after with another questions of the 100 they already have received ample answer the day before, and the day after they ask me again another question they already had the answer for in the very email they have in front of their eyes. Again, I provide all the answers at every email I send them, so it's baffling they ask something they have the answers for already. 

The questions they ask are all in the realm of : have you tried to do " this '' ( clear cookies, another internet connection, another device, are you trying to log on multiple devices at the same time, do you frequently refresh the page, have you tried another browser, what's your IP address, etc ) that would entice ( ignoring what I told them several times already ) that there something wrong with either : 1 ) My inability to use a computer to login into a website ( I'm an IT professional and sent them 2 videos of all the steps I do to login, starting from the clearing of cache, cookies and history and described to them in details any action I do as well, step by step with several screenshots of the error and of the email with the verification code that is deemed wrong according to their error message ) 2 ) My Internet connection ( I told them many times I've tried logging with 5 different connections - any one of them both on mobile and PC : XXXX XXXX  ( Home ), XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX ) Also I gave them my fixed XXXX XXXX ( XXXX ), and the IPs I have been assigned from mobile providers ( and the ranges were those are usually assigned to me. 
XXXX and XXXX with multiple XXXX into to in the ranges XXXX to XXXX and XXXX to XXXX ) CFPB please scrub the IP numbers from public view. 

3 ) My devices or my browsers ( I told them many times I've tried logging in with 5 different computers, on each one of them tried as browsers XXXX  - most used as also suggested - XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX XXXX 
ALSO I've tried logging in with 6 different smartphones using as browsers - on any of them : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I never tried to concurrently login on 2 different browsers, devices or connections ). 

I explained them multiple times : I've attempted HUNDREDS of failed login for OVER a month ( at different times of day and night ). 
Ive tried to login multiple times while I was with their representatives and supervisors over the phone providing an extremely detailed description of each single action I was performing, where, how, machine, browser, IP, steps, etc etc. 
I've always cleared my Cache, Cookies and History, I've even reset the password ( successfully ) twice, ( once even while on the phone with one of their supervisors ) I've never used a VPN No excessive reloads have ever been attempted No concurrent login have ever been attempted ALSO While I can not access myprepaidcenter account on the same dates and times with ANY OF THE MENTIONED : COMPUTERS, BROWSERS, SMARTPHONES AND INTERNET CONNECTIONS ( no matter which of the computers, browsers, smartphones or internet connections, as they ALL WORK SUCCESSFULLY ) my wife and I are able to access HER account every single time without any issues. 

Knowing with absolute certainty that until my account ( or the server/database that contains the batch were my account is stored ) was fixed NOBODY would be able to successfully access it, I even offered {$1000.00} on the spot if the phone representative would accept to login from his/her computer with my blessing and me providing both the password ( which I would be able to easily reset after his/her failed attempt ) and the XXXX code provided to my email, but alas they say they can't try to do that for my " security ''. Please note, my offer was just to have them finally realize - seeing that with their own eyes - that the problem lies with my account at myprepaidcenter, not my devices, browers, internet connection or inability to properly login. 

I even included the following detail in all of my emails : If - after the failed login attempt - I stay several minutes on the home page without doing anything at all, the popup that prompts you to click on something to prevent a website from logging you out, appears. 
Therefore, despite the failed attempt, PART of their system acts like I'm logged in ( I receive the session cookie probably ). 
Unfortunately the main PART of their system doesn't, as I can not access any of the pages containing the cards profile or any of the reserved area pages, because even if I write the address manually in the address bar after the " failed login '' attempt, I'm always immediately redirected to myprepaidcenter public home page.

Company response to consumer: Closed with explanation