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My card expired last month, but despite that I should have funds left as outlined in my Cardholder Agreement. My balance was $19.06. The fee for an expired non-reloadable card is stated to be only $3.75, so after only one month I should have $15.31 remaining. However, I am told my account closed and cannot get assistance over the phone. Online, I cannot add my expired card to an account (the phone system directed me to do this, it is not possible). My funds are inaccessible, and I cannot reach anyone. I know this is not a lot of money to be upset about, but this seemingly violates the Cardholder Agreement I was given and I am concerned blocking me from the remaining funds is fraud.
Claimed loss: $15.31
Desired outcome: I would like to access my remaining funds immediately or receive an explanation as to why the information on my Cardholder Agreement is not being honored.
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It has been two weeks, and it is now the end of another month. My issue is unresolved and the company is unresponsive here and impossible to reach by phone or online. I assume the plan of My Prepaid Center is to ignore me until all of my owed funds are lost to their "fees," and there is absolutely nothing I can do about it. This is not a lot of money for me to lose access to, but it makes me concerned about how many other people's funds are stolen in this way unnoticed and how many elements of the Cardholder Agreement are simply ignored by this company.
FINAL UPDATE: After attempting to file a BBB complaint, someone from Black Hawk Network reached out. I was correct about the Cardholder Agreement not being honored properly.
I was offered a digital replacement gift card for the full amount owed to me, which I did receive. I am satisfied with the outcome, but the amount of effort it took to reach it on my end is unacceptable. How are many other people's gift card funds are unfairly seized, and what happens if they don't have the time to reach out across multiple platforms for a resolution? Why is this company so impossible to get in contact with? I still have ethical concerns about the operation of this company.
If you need assistance with a similar issue in the future, it may be better to reach out to https://support.blackhawknetwork.com/support rather than through My Prepaid Center.
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