Consumer complaint received 2023-06-14
Company: Block, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I lost my physical debit card, but thought I only had misplaced it. I noticed there was a charge on my Cash App card that I did not do. The charge was for {$47.00} on XX/XX/XXXX. Right before that there was an declined transaction for {$57.00} and after there were other attempts for {$200.00} and {$400.00} done the next day. All from the same merchant I do not have any other information as to what type of merchant this is besides it showing the name " XXXX '' and the icon showing an airplane. I don't always get the alerts for transactions as the app should do, so I was unaware of this charge until I went through my transactions. The charge had already fully posted by the time I cancelled the card and requested a new one. Cash App support will absolutely refuse to help if it's still pending. When I tried to dispute the transaction on the XXXX of XXXX, I also cancelled the card the same day I did the dispute. This dispute was not even processed by Cash App. I did not receive any correspondence on it whatsoever. It wasn't until I attempted to dispute it a second time that they provided me a response. They let me know that they believed my dispute to be fraudulent and denied it based on documentation they received. The documentation they provided me as proof simply states the physical card was used. Being as how the card was lost and not in my possession, it would make sense the physical card was used. They refused to provide additional information. My replacement card was approved and should be arriving in the mail any day now, however Cash App has took it upon themselves now to retaliate after I mentioned I would be making a complaint and removed my debit card privileges. I only discovered this after a very one sided conversation through email with XXXX who is a XXXX XXXX XXXX. He first went on to provide me information that my card information would return on the app and that I would be able to activate it when it arrived and he was very adamant in proving me wrong and telling me that there was nothing else he could provide me. Then he magically comes back with a response that he reached out to a different department and that in fact my debit card privileges were revoked but they did not provide him with a specific reason. But he went on to speculate that they were for violating cash app terms by completing a false dispute. I don't want to keep doing business with cash app any longer based on nothing more that just these interactions, but I do want my money back for a fraud transaction they will not dispute out of spite and pettiness. Their pattern clearly shows that they are being nothing but vindictive. If my replacement cash card was approved even after I did the initial dispute, why else would they revoke the privileges after I let them know I was doing a complaint. This company needs to be held accountable for the way they treat their customers. They are so used to getting away with their shady and underhanded business tactics, someone needs to regulate them. Who knows how many other fraudsters they helped steal people 's hard earned money.

Company response to consumer: Closed with explanation