Ultimate Gift Card: Exchange Old EFTPOS for New Visa Cards

Ldean-eth on 09/12/2022 - 10:35
Last edited 21/12/2022 - 12:02 by 1 other user

I've purchased 5x of the old "Ultimate Gift Cards for Him" EFTPOS version (card number starting with 5021 25) during the current 15% sale, and thought they would work at all stores listed on the website despite only having 6 retailers on the card.

I've called the reps on 1800 862 126 and spoken with a manager, because the website for the EFTPOS cards is actually different to what's listed in the back of that same card. The website I was directed to by the phone rep was old site which is different than the site listed on the card: new site. What's interesting is that on the T&C's on the "old" site, it directs users to go to the new website for a full list of retailers, which of course includes JB-HiFi et al. Because this is misleading/ deceptive, I've asked for them to be swapped to the current Visa ones which have a much wider retailer set.

They said it is possible, but has to be done manually. The manager asked for a picture of the cards and, pending approval by further managers, they will swap them for the current Visa ones which have wider usability. This process takes 3-5 working days.

I will update here when the process is complete and let everyone know the outcome so you can chase the same process if you've been shafted. If the outcome is negative I will file a complaint with ACCC for the deceptive practice used to sell these cards.

UPDATE: I have received word from Blackhawk that they will mail the new visa cards to replace the old EFTPOS cards. They have manually drained the EFTPOS cards and will mail the new cards, hopefully it's not a scam.

UPDATE 2: I have received the gift cards in the mail via registered post. See image for verification: https://imgur.com/a/YpATMCf

General Discussion Blackhawk Network (Australia) Gift Card

Related Stores

Ultimate Gift Cards
Ultimate Gift Cards

Comments

  • coffeeinmyveins on 09/12/2022 - 10:54
    +2

    Yet another reason to question how much value you really get from these vouchers when you have to spend all this time faffing around

    • dean-eth on 11/12/2022 - 08:33
      +3

      Saved about $150 in total, spent about 15 minutes getting it sorted, so I would say well worth it. Now that there is a documented process to follow other people can spend less time going through the same process.

      • ripprind on 14/12/2022 - 05:42

        Thank you for sharing the process! I appreciate that very much!

        But i think coffeinmyveins has a point.
        Did you save 150 extra by getting it sorted or 150 all together? Because you seem to imply saving 150 by 15 minutes - to be pedantic 150/15 calculation doesn't sound right.

        I'm hunting for the gift card myself atm. But really I see it as a hobby.
        Because if I calculate the time and effort/wasted attention huntig the deal at OB and looking for cards in the shops and then having to go in the store to use the cards as opposed to buying online aso -》 the saved amount comes very close to just working that time on my regular job 🤷
        Depends of course .

    • furyou on 13/12/2022 - 23:04

      yep, such a waste of time, just with this blackhawk group. Other GC work easy, this one jump thru 10 hoops on 1 leg, then we'll think about it.

  • CodeXD on 09/12/2022 - 11:01
    +1

    I've purchased 5x of the old "Ultimate Gift Cards for Him" EFTPOS version (card number starting with 5021 25) during the current 15% sale

    Are you referring to this sale at Coles?

    Why not comment in the specific deal that you bought the GC from instead?

    • dean-eth on 10/12/2022 - 21:42
      +3

      Wanted it to be more visible, because this effects people from past sales and also future ones. That sale thread will be harder to find in the long run, at least that was my intention.

  • brendanm on 09/12/2022 - 11:27
    +3

    I wonder if this is another ghost account of old mate who buys all the gift cards.

  • tinx on 09/12/2022 - 12:52
    +1

    Same boat, exact same card.

    Managed to go past the self serve option from that phone number.

    They escalated the case and waiting for result.

  • Wolfy on 12/12/2022 - 16:00
    +1

    Same boat, same card.
    Purchased $100 'The Ultimate Gift card for Him" intending to use at JB HiFi.
    Had I picked the identical looking $50 card in-store everything would have been OK, but I thought I'd save trees/plastic and got the $100 card instead which is limited to the stores printed on the front, rather than the long list of vendors on their website.

    Coles refused to exchange, first call to the gift card company was useless, second call I was told that the issue would be escalated, but have not yet heard anything back nor has the issue been resolved yet.

    • dean-eth on 13/12/2022 - 07:19

      ask to talk to a supervisor, they'll get you sorted.

      • Wolfy on 13/12/2022 - 10:31

        I might need to, the second person at Blackhawk that I spoke to appeared to be understanding and helpful, however they have not yet followed up with anything concrete.

        So far Coles have been very responsive via their online email support service, however they have not yet offered any suggestion of a solution.

        Failing either of those options, in my case I suspect a claim via MasterCard will be easier than a complaint to the ACCC.

  • Wolfy on 14/12/2022 - 17:54
    +2

    1st call to BHN, I was told that the operator would provide a 'solution' via email.
    Shortly after I got an email "Case has been Resolved" with the rest of the email telling me the cards I have can only be used at physical locations and at stores listed on listed at https://gift.ultimategiftcards.com.au/

    2nd call to BHN, the operator sounded like she may help and promised to resolve the issue and communicate via email (confirmed email was correct by providing ticket details from above).
    Two days later, no additional communication or action.

    3rd call to BHN and asked to speak with manager/supervisor.
    I was told that he did not have the authority to resolve the issue (exchange 'old' Eftpos cards for 'new' Visa ones) and it would need to be escalated to management who would contact me to request physical postage details.
    He also said the details of the call and request would be confirmed via email (confirmed email address via previous ticket).
    Six hours later nothing has happened.

    So far my experience is that BHN's telephone operators will say whatever it takes to get you off the phone, without actually doing anything to resolve the problem.
    Until @dean-eth actually receives the 'new' Visa type cards - which BHN says could take weeks - based upon my experience so far, I see no reason to expect they'll deliver what they promised.

    • Starlight Moons on 14/12/2022 - 23:59

      Damn, I'm in the same boat and this doesn't sound promising at all…

    • ggfatty on 15/12/2022 - 12:41

      Hi mate, same experience here. BHN was hacked a while ago and one of my $500 ultimate card has been used by hacker

      I will try to explain what is going on with painful story.

      BHN call center is outsourced , they have zero knowledge or what so ever. Their aim and job is to get you off the phone, saying whatever would make you believe
      if you persist, you will be escalate to their manager which is the same bs like their agent. dead end . Whatever reference they gave you are full of shit as it is just their call center's reference number, means nothing. no one will look into it

      Email ticketing system is also full of shit because they just close ticket as they like. they never read what you write to them,

      I have to go through AFCA then somehow an agent from BHN headquater office(not call center or email related staff) has contacted me to look into the case. Then the progress starts just have to wait for a few weeks ….

    • Wolfy on 15/12/2022 - 17:54

      While I have still not heard anything from BHN, my specific situation has been resolved by Coles Customer Support, most likely for reasons not directly related to BHN/Ultimate Gift Cards (new or old).

    • Wolfy on 18/12/2022 - 03:12
      +1

      5 days after contacting BHN via telephone they actually replied to the 2nd and 3rd calls I made (as above one of them I asked to speak with a Manager).
      However, both times the tickets were closed without any attempt to resolve my request which was specifically and clearly asking to exchange the 'old' cards for 'new' ones.

      One case was closed with the same generic "You can only use these cards in-store at a limited number of places" which was identical to what they sent 5 days ago.
      The other case was closed due to: "no response has been received by the Customer" - but since this was their first email to me with this ticket number and I had been waiting for days for them to contact me (apparently the issue had been 'escalated' by their Ozbargain rep), I really don't have anything additional to add other than to describe BHN support as "'utterly abysmal and appalling beyond description"

      … good luck to anyone who has to deal with them.

  • pizzawithpineapple on 15/12/2022 - 11:30

    In the exact same boat. Got through to a manager and was asked to send in pictures of my cards. Haven't heard anything back yet after sending them in. Fingers crossed.

    • ggfatty on 15/12/2022 - 12:41

      forget about the "manager" as I have spoken to two of them , full of bs

      • dean-eth on 16/12/2022 - 18:34

        I would file a complaint with ACCC as they have clearly misrepresenting the product, you might even say outright lying.

        • Wolfy on 16/12/2022 - 23:16
          +1

          The ACCC (on their website) very clearly say they do not help individuals or deal with individual cases.
          Department of Fair Trading, the shop where you made the purchase or if you paid with a Credit card your card-provider are probably better options.

  • Plasticman on 17/12/2022 - 20:44
    +2

    I sent a complaint via the website

    https://www.ultimategiftcards.com.au/contact-us/

    I was eventually contacted by customer service

    [email protected]

    I was not getting very far until I came across this discussion thread.

    I sent customer service the link to this thread and a screenshot of dean-eth's comments.

    They agreed to resolve my predicament with the same solution.

    It is all documented in emails so I am hopeful there will be no further issues.

  • Plasticman on 02/01/2023 - 10:12
    +2

    Just updating that I received a replacement gift card.

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