MetaBank – Prepaid visa gift card from blackhawk network

3 1/2 years ago (in 2021), I purchased a prepaid VISA gift card from Blackhawk Network (Metabank) at the supermarket. I added $500 and paid one bill of around $181 upon purchase. Several days later, I attempted to pay another bill and the card had a $319 dollar unauthorized charge. I emailed customer service and called multiple times. When they replied, they promised to send a replacement card and never ever sent it. The last representative I spoke to didn't care at all. Worst company ever. This is the information they sent me before ghosting me...

This is their last message:

Hello,

Thanks for your email and I do apologize for the back and forth. Please note we did replace your card back on Julia but since you did not receive it that is why we replaced it again.

Sincerely,

Cardholder Dispute Services
Email: dispute.support@bhnetwork.com
Fax: (623) 399-1301

Ref:MSG21881356

This is their initial response:

Case Number DS0204936
Transaction Number DCT0365909
Amount $319.10
Account Number ending in 8343
Proxy Number 6039539111636633007
Transaction Date 2021-06-07

Thank you for contacting us about transaction(s) on your gift card. It’s our goal to research and resolve this issue as quickly as possible.

We are attempting to recover your disputed funds listed above, for a total amount of $319.10. However, we need your help by providing the requested documentation below. The information and documentation we are requesting is required by the Card Network (Visa, MasterCard, Discover) to attempt to recover your disputed funds from the merchant(s).

WHAT WE NEED FROM YOU

Please provide the following images or documentation:

Front of card
Back of card
Your purchase receipt or activation receipt
If the card was purchased with a credit or debit card, please provide the bank statement reflecting the card purchase.
If you are unable to provide your purchase receipt or a copy of a bank statement, please provide a copy of your utility or phone bill to validate your name and address

Please also complete a dispute form, taking care to confirm that:

Disputed transactions are listed correctly
Your personal information is listed correctly
Your reason for the dispute is selected
You sign the form (electronically or physically)

To complete our research, we need to hear back from you within 10 business days. If we do not, we will consider this case resolved and closed.

NEXT STEPS

To reply by email, respond directly to this email with the information requested or if you have any questions related to your dispute. You may attach a file, scan, take a photo of, or screenshot the documentation.

To reply by fax, print copies of the information listed above and send them to:

(623) 399-1301

If you have any questions or need help related to your dispute case and would like to speak to a dispute representative, please contact us at 1-888-244-5705. We appreciate your business and value you as a customer.

Sincerely,

Cardholder Dispute Services

Email: dispute.support@bhnetwork.com

Fax: (623) 399-1301