Prepaid card -- Trouble using the card -- Complaint #7770407

Complaint Overview

Complaint ID: 7770407

Company: Blackhawk Network Holdings INC.

Product: Prepaid card

Sub-Product: General-purpose prepaid card

Issue: Trouble using the card

Sub-Issue: Trouble using the card to spend money in a store or online

State: California

ZIP Code: 95129

Date Received: 2023-10-28T12:00:00-05:00

Date Sent to Company: 2023-10-28T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: No

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

This issue is documented in XXXX XXXX 's customer service system as case number " XXXX ''. Throughout XXXX, roughly XXXX XXXX XXXX ( XXXX ) virtual XXXX and XXXX general use prepaid cards were purchased in bulk from an authorized vendor of XXXX. The vast majority of these cards have not been able to be used as payment for purchases, as the cards are declining. Through XXXX of XXXX, some purchases attempted on the prepaid card accounts were declined, even though the funds on the prepaid card accounts were sufficient to cover the purchase. On XX/XX/2023, I contacted XXXX customer support to learn the status of the prepaid card accounts and the reason for the declined transactions, and customer support told me that the prepaid card accounts had been blocked via an automated flagging process due to suspicion that a 3rd party had compromised the prepaid card accounts, and unsuccessfully attempted to send me via email new prepaid card account details, and afterwards created a customer service case for me, and requested additional information ( phone numbers, card numbers, registered name, mailing address ) on the accounts and registration info which I provided to their email at XXXX. On XX/XX/2023, I received a email saying the case was resolved, and asked me to provide the same information to a different email, XXXX, and said that there would be an update or resolution within 1 to 2 business days, and then after I forwarded the information to the new email address, I was notified via email that the case was reopened. On XX/XX/2023, I replied to the last email received from XXXX, XXXX, for an update on the case, since it had now been 4 weekdays. I have not received a reply. On XX/XX/2023, XX/XX/2023, XX/XX/2023 and XX/XX/2023, I received automated emails from XXXX with no substance, stating the case status as " Work In Progress ( Awaiting Task ) '' and " New '' On XX/XX/2023, I received an email from XXXX asking for the third time for the phone numbers, card numbers, registered name, and mailing addresses, and that a resolution or update would be provided after XXXX business days. This email was not responded to since this information was provided twice already. On XX/XX/2023, XX/XX/2023, XX/XX/2023, I received automated emails from XXXX with no substance, stating the case status as " Work In Progress ( Awaiting Task ) '' and " New ''. On XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, and XX/XX/2023, I received automated emails from XXXX with no substance, stating that they would provide me with an update as soon as possible, stating the case status as " InProgress ''. On XX/XX/2023, I contacted XXXX via phone and asked for an update on the case, and they could not provide any update of substance or a timeframe for resolution.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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