Consumer complaint received 2025-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Blackhawk Network Holdings Inc.
State: GA

Complaint narrative:
I am filing this follow-up complaint to provide additional information uncovered during my recent interaction with a representative from Blackhawk Network

. This insight highlights why my case was mishandled and reflects the lack of transparency in their previous communications. This complaint pertains to case number XXXX. 

On XX/XX/XXXX, I called Blackhawk Network at XXXX XXXX EST regarding my case and was placed on hold. I requested a callback, which I received at XXXXXXXX XXXX EST from a representative named XXXX. I would like to note that I should not have been required to initiate this call ; Blackhawk Network should have contacted me proactively to resolve this matter. Nonetheless, during our conversation, XXXX immediately stated that he would assist by issuing me a new card.

Before agreeing to this resolution, I informed him that I did not want another card due to my concerns about potentially experiencing the same issues. He suggested that accepting the new card would be the best course of action, and I reluctantly agreed. I then inquired why my previous card had not worked. XXXX revealed that the card had been flagged and blocked for " malicious activity '' related to XXXX. 

This statement directly contradicts the company 's previous communications, which claimed the card was blocked due to an attempted use with XXXX, purportedly violating their terms and conditions. XXXX clarified that the issue with XXXX was on XXXX XXXX side and not a violation of Blackhawks terms and conditions. Furthermore, I was not made aware that my card had been blocked or flagged until this conversation, even though Blackhawk Network clearly knew this all along.

It is troubling that this critical information was omitted from both the letter I received dated XX/XX/XXXX, and their response to my earlier complaint on XX/XX/XXXX. Instead, Blackhawk Network provided misleading and incomplete explanations, which I consider equivalent to withholding the truth. Their failure to disclose that they knowingly blocked the card reflects a deliberate attempt to obscure their accountability in this matter.

Adding to this inconsistency, XXXX mentioned that XXXX would not accept the card, which prompted Blackhawk Network to flag and block it. However, I have successfully used XXXX rewards cards from XXXX XXXX  with XXXX in the past without issue. Why this particular card failed remains unclear, leaving me uncertain if the information provided about XXXX is accurate. 

I also find it concerning that when Blackhawk Network responds to complaints on this platform, the responses are unsigned, with no indication of the name or identity of the person responsible for addressing the issue. This lack of accountability gives the impression that representatives are hiding behind the company name to avoid individual scrutiny. This practice is unprofessional and fosters mistrust, as it suggests an unwillingness to be transparent or take personal responsibility for resolving customer concerns.

In sum, Blackhawk Network 's lack of transparency and incomplete explanations created confusion and frustration, making it appear as though I had done something wrong when that was not the case. This omission of vital information was clearly intentional and seems designed to protect the companys reputation on this platform rather than provide an honest resolution.

At the conclusion of my conversation with XXXX, I accepted the new card, which worked without issue the first time I used it. While this resolution brings the matter to a close, it is important for me to document and share the full extent of the poor handling of this case for the benefit of those reviewing it.

I trust this additional information will be taken into consideration to ensure better accountability and transparency from Blackhawk Network moving forward.

Company response to consumer: Closed with explanation