Consumer complaint received 2025-01-01 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Blackhawk Network Holdings Inc.
State: CA

Complaint narrative:
I am filing this complaint against Blackhawk Networks ( BHN ) for their failure to adhere to statutory obligations under Regulation E of the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and for disregarding my formal request for an accommodation under the Americans with Disabilities Act ( ADA ).

The disputed transactions include : ( 1 ) A {$480.00} charge from XXXX on XX/XX/year>. 
( 2 ) A {$52.00} charge from XXXX on XX/XX/year>. 
( 3 ) An improper {$6.00} replacement card fee assessed on XX/XX/year>. 

Despite timely submission of disputes, BHN has failed to conduct a prompt investigation, issue provisional credits, or provide substantive updates. The statutory timeframe for resolving disputes under Regulation E has long passed, leaving me without access to funds totaling {$540.00}. 

Repeated follow-up attempts via email and telephone have gone unanswered, reflecting a pattern of neglect and non-compliance. As a result, I am facing significant financial hardship, exacerbated by my responsibilities as the primary caregiver for my severely XXXX child, whose medical needs impose substantial logistical and emotional demands. 
I have formally requested an ADA accommodation for expedited resolution, citing the severe financial and emotional toll these delays are causing. This request has also been ignored, in direct violation of Title III of the ADA ( 42 U.S.C. 12182 ), which requires equal access to services and reasonable accommodations to avoid discrimination.

I. Legal Violations : ( 1 ) Regulation E ( Electronic Fund Transfer Act ) : - Failure to investigate disputed transactions within the required timeframe.

- Failure to issue provisional credits for the disputed amounts.

- Americans with Disabilities Act ( ADA ) : - Failure to acknowledge or act upon a valid request for a reasonable accommodation to mitigate undue financial and emotional hardship. 
- Discrimination through inaccessibility and neglect of consumer protections due to my caregiving responsibilities.

II. Relevant Statutory Citations : - Regulation E ( 12 C.F.R. 1005.11 ) : Prepaid account issuers must investigate disputes within 45 days, provide provisional credits where applicable, and communicate investigation results promptly.

- ADA Title III ( 42 U.S.C. 12182 ( b ) ( 2 ) ( A ) ) : Public accommodations must make reasonable modifications in policies, practices, or procedures to ensure equal access.

III. Impact on Consumer : The issuers prolonged delays and inaction have deprived me of essential financial resources, totaling {$540.00}, which are urgently needed for medical and caregiving expenses. This has directly compromised my ability to provide adequate care for my child, creating unnecessary distress and hardship. The issuers failure to fulfill its obligations under federal law is causing profound financial and emotional harm, necessitating regulatory intervention. I trust the CFPB will hold BHN accountable and ensure timely resolution of this matter.

Company response to consumer: Closed with explanation