Blackhawk Network wrote:Hi randir14,
We apologize for any inconvenience you have experienced. As a public relations representative for Blackhawk Network (PayPower) it is to our knowledge that the issue has been resolved.
If you are still in need of assistance, please send specifics of your full name, the numbers on the card and your customer service ticket number to pr[at]blackhawk-net.com so that we can assist you.
Thank you! Blackhawk Network/PayPower PR
I purchased my PayPower Reloadable Visa card (serviced by MetaBank) on November 12, 2010, and began using it immediately, with no problems, and later decided to have my paycheck direct deposited into my PayPower account. On March 14, 2011, I provided my employer with the completed direct deposit form that was provided to me by PayPower, my employer processed my direct deposit request accordingly as well as notified our company's payroll agent, PayChoice, and I received confirmation within a few days that everything was set and I should expect to see my next paycheck on March 22, 2011, direct deposited into my PayPower account. On March 23, 2011, I went online and logged into my PayPower account and verified the direct deposit amount which I quickly noticed was not correct. I immediately contacted my employer and our payroll agent, PayChoice, and informed them of the error, which they corrected in less than 2 hours. I went online again to verify the corrected direct deposit amount and was unable to log into my PayPower account. I then attempted to PayPower at the number listed on the back of my card. I was prompted to choose my language preference, then I was prompted to enter my 16 digit card number, and the last 4 digits of my social security number. My call was picked up by a customer service representative where I was asked to confirm, again, my 16 digit card number, then I was asked what the call was concerning. The moment I finished explaining that I was unable to access my account, I was hung up on. I went through this process 7 additional times, each time with the agent hanging up on me. On the 9th attempt, I assisted by an agent by the name of Michael and after listening to me he said he would look into the problem and get back to me. I asked if there was anyway for him to place me on hold while he looked into the matter and he agreed. After 20 minutes of patiently waiting on hold, Michael got back on the phone and informed me that my account was temporarily suspended by the Risk Department and that someone would call me within 5 business days with the results of the Risk Department investigation. I explained to Michael that I had no access to funds since my paycheck was direct deposited (in the amount of $4,363.23)on my PayPower visa card, and if there was anyway that this issue could be addressed any faster than 5 business days. Michael informed me that this was company policy and I would have to wait to hear back from someone in their Risk Department. I than asked Michael if there was a phone number he could provide me so that I could call the Risk Department myself to fix the problem, and Michael explained to me it was company policy not to give out the Risk Department phone number. Before Michael hung up with me, I was able to confirm that the phone numbers PayPower had on file for me were correct. Needless to say, I have not heard back from anyone at the Risk Department or anyone else with PayPower as of 12:25PM, EST, Tuesday, March 29th. I have called PayPower 6 times beginning yesterday at the number listed on the back of my card and have been unable to get any updates or answers concerning my account suspension. Each time I was told that the issue is being worked by the Risk Department. During each of these subsequent calls, no one was able to tell me why I wasn't contacted by the Risk Department, on one occasion the customer service agent stated, "this question needs to be asked addressed by the Risk Department, why don't you ask it when they call you".