Consumer complaint received 2025-08-11 00:00:00
Product: Prepaid card — Gift card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: Blackhawk Network Holdings Inc.
State: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

P.O. XXXX XXXX Department XXXX XXXX, GA XXXX XXXX My Prepaid Center CARDHOLDER SERVICES MAILING ADDRESS P.O. XXXX XXXX XXXX, TX XXXX Subject : Disappointment and Request for Resolution Regarding Missing Gift Cards Dear Sir/Madam, I am writing to express my deep disappointment and frustration regarding the non-receipt of the gift cards that my children and I were entitled to, which were evidently stolen from the XXXX federal offense. This situation is causing us significant distress and inconvenience, and I am seeking your immediate assistance in resolving this matter. 

Despite confirming and redeeming our choice of gift cards through the link provided, we never received several of them, including a crucial XXXX card intended for my daughter 's XXXX graduation. This has not only been a huge letdown for her but also for our entire family, who trusted that these benefits would be honored as promised. 

It is deeply concerning that in this era of frequent mail scams, no measures were taken to ensure the secure delivery of such valuable items. Options such as requiring a signature upon delivery, using a trackable service like XXXX, or allowing for secure pickup at an access point could have prevented this unfortunate situation. 

We sacrificed our seats and faced the subsequent inconveniences, expecting the stipulated compensation. However, the failure to receive these gift cards has left my children and me without the promised benefits, which is profoundly unfair. It is disheartening that despite the obvious issue, no resolution has been offered, leaving us to suffer the consequences of a system flaw. 

I urge you to consider the following actions : Investigate and confirm the non-usage of the missing gift cards. 
Reissue the missing gift cards or provide an equivalent alternative. 
Implement enhanced delivery security measures for future cases to prevent similar occurrences. 
Additionally, I request a detailed transaction printout to verify that the cards have indeed not been used, along with information on how to escalate this complaint with the relevant vendors if necessary. It is crucial to rectify this error and provide the assistance that we rightfully deserve. 

I hope for a swift and compassionate resolution to this matter, considering the impact on my children and the disappointment they have faced. Thank you for your attention to this urgent issue. 

Sincerely, XXXX XXXX Dear XXXX XXXX XXXX, I am writing to formally file a complaint regarding my recent experience with XXXX XXXX, which has been both frustrating and disappointing. There have been multiple instances of miscommunication between your company and third parties, resulting in unresolved issues, lack of assistance, and financial inconvenience. I feel these circumstances have been unfair and damaging, and I am requesting immediate action to rectify the situation. 
To summarize the situation : XXXX. Miscommunication with NJ XXXX XXXX : I contacted your representatives regarding cards related to the NJ XXXX program. XXXX representative informed me that your company was not associated with the program, while another told me that they could not issue cards I had not received because the time for redemption had expired. However, I had already been taxed for the income tied to those cards and am now unable to access the funds or receive a physical card. 
XXXX. Failure to Provide Assistance : Despite explaining the situation to your representatives, I was told that there was nothing more your company could do. This is unacceptable, especially considering I have been charged and have not received the cards in question. Your teams inability to provide a solution, whether by reissuing the cards or providing a check, leaves me in a difficult financial position. 
XXXX. Missed Opportunities for Important Purchases : I had planned on using these cards as XXXX presents for my children. Now, due to your company 's failure to resolve this issue, I am unable to provide these gifts, which I had been relying on as my only means of holiday presents. This has placed undue stress on my family, and I am extremely disappointed that a simple issue has escalated into a larger financial burden. 
XXXX. Previous Service Failures : I have also experienced issues in the past with cards being lost in the mail, as well as an instance where my daughter did not receive a {$2.00} XXXX gift card. In both cases, I filed complaints, but your company failed to investigate or issue replacements, further contributing to my dissatisfaction with your customer service. 
I understand that mistakes can happen, but I believe that consistent miscommunication, a lack of resolution, and failure to investigate legitimate claims demonstrate a systemic problem within your company. I request that you take immediate action to : XXXX. Issue the cards that I have been charged for, or provide an alternative solution such as issuing a check for the amount that was supposed to be on the cards. 
XXXX. Investigate previous issues of lost or stolen cards to ensure customers are properly compensated. 
XXXX. Address the communication breakdowns with your representatives to ensure that customers are given accurate and helpful information in the future. 
I would appreciate a response to this complaint before XXXX, as my children 's holiday celebrations are now in jeopardy due to this situation. If this matter can not be resolved promptly, I will be forced to pursue further channels to ensure that my case is handled properly. 
Please advise me on the next steps or if there is XXXX XXXX I should take to escalate this complaint. 
Thank you for your immediate attention to this matter. 
Sincerely, XXXX XXXX NJ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Main Purpose of the Complaint : XXXX XXXX The complaint is to address the mishandling and unfair treatment regarding XXXX gift cardsone from NJ XXXX and XXXX from XXXX XXXX. Specifically, it highlights that the NJ XXXX XXXX card was taxed and reported but never received or used, with the company refusing to replace it. Similarly, the XXXX XXXX gift cards was never received, and the company unjustly refused to replace it, citing mailing the cards is the only assurance, despite the cards being stolen in transit or by the company. The complaint emphasizes the company 's failure to resolve these issues, which has caused financial hardship, especially during the holiday season, and calls for immediate action to issue replacements or alternative compensation.

Company response to consumer: Closed with explanation