Consumer complaint received 2023-01-24
Company: Block, Inc.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Confusing or missing disclosures

Complaint:
On Sunday XX/XX/XXXX, I made a purchase for XXXX  pairs of shoes with the company XXXX XXXX using the app CashApp. The total of the purchase was {$120.00}. XXXX XXXX was running a special with CashApp which entailed an extra XXXX  % off when items were purchased through the company CashApp. Because I purchased the items through CashApp, the total charged to my account by CashApp was {$94.00}. 
On Friday XX/XX/XXXX, I successfully returned one pair of shoes from the XXXX purchased. On XX/XX/XXXX, XXXX XXXX notified me that they released a refund to CashApp for the amount of {$81.00} for the item I returned. 
Also, on XX/XX/XXXX, I received notification from CashApp of a partial refund totaling {$32.00}. This transaction is docketed by CashApp identifier # XXXX. Transaction details of this refund displays {$81.00} which was the correct amount XXXX XXXX initially released to CashApp to refund to my account. Next, the transaction details states Partially Refunded : You were partially refunded {$61.00} of your {$94.00} payment at XXXX XXXX. Finally, transaction details list Amount : {$94.00}, Refunds : - {$61.00}, and Total {$32.00}. The transaction details concludes with a final refund of {$32.00} successfully credited to my XXXX  XXXX. 
On XX/XX/XXXX, I contacted CashApp via email and phone. I requested for an explanation about the partial refund and why CashApp did not refund the whole amount of {$81.00} initially released by XXXX XXXX. CashApp opened a case and sent it to Disputes Support. XXXX from Disputes Support sent me an email displaying transaction details that he did not explain and I did not know or understand what I was looking at. Also, in this email XXXX stated he closed the investigation and that I would have to open a new case if I anymore questions. After receiving this confusing email, I contacted CashApp via phone requesting for an explanation about the partial refund and why CashApp did not refund the whole amount of {$81.00} initially released by XXXX XXXX. Also, I requested to speak with Disputes Support and or a Manager. I did not receive any explanation and I was never transferred to speak with a manager or Disputes Support. 
On XX/XX/XXXX, I contacted CashApp via email and phone because I was never contacted by a manager or Disputes Support via phone or email from the day before XX/XX/XXXX. I requested for an explanation about the partial refund and why CashApp did not refund the whole amount of {$81.00} initially released by XXXX XXXX. Essentially contacting CashApp via phone, I did not receive any explanation and I was never transferred to speak with a manager or Disputes Support. Contacting CashApp via email, I received the message stating According to our records, no disputed transactions were denied in connection with claim number XXXX, thus we are unable to proceed further with your request. If you would like to proceed with requesting claim documents for a different claim, you can submit a new request. I replied to CashApp via email stating I was supposed to get {$81.00} refunded back to me. Please provide me with proper justification of why I didnt receive the full amount of this transaction. XXXX XXXX released the correct amount to CashApp. However, CashApp adjusted this refund to {$32.00}. I have tried numerously to get someone on the phone to explain this to me. Also, please have a manager contact me about this transaction. If this matter does not get solved and if I am not contacted by XX/XX/XXXX then I will be forced to take legal action against CashApp and will start filing Attorney General Complaint, XXXX  complaint, or CFPB complaint against cash app. My contact info is below. 
On XX/XX/XXXX, I still have not been contacted by a manager or Disputes Support via phone or email. I received an email from CashApp stating We closed your case because a response was provided or it's been more than XXXX  days since we've heard from you. Please reach out through your app if you still have questions. For reference, your case # is : XXXX. 
On XX/XX/XXXX, at XXXX, I replied back to the XX/XX/XXXX email stating I was supposed to get {$81.00} refunded back to me. Please provide me with proper justification of why I didnt receive the full amount of this transaction. XXXX XXXX released the correct amount to CashApp. However, CashApp adjusted this refund to {$32.00}. I have tried numerous times to get someone on the phone to explain this to me. Also, I have asked for a manager to contact me about this transaction on numerous occasions. I have not been contacted by any manager as of yet. If this matter does not get solved and if I am not contacted by XX/XX/XXXX then I will be forced to take action against CashApp and will start filing Attorney General Complaints, XXXX complaints, and CFPB complaints against Cash App. My contact info is below. Immediately after, still at XXXX, CashApp replied back to my email stating the same as above We closed your case because a response was provided or it's been more than XXXX  days since we've heard from you. Please reach out through your app if you still have questions. For reference, your case # is : XXXX. I replied back, at XXXX, stating I called Cash App on XX/XX/XXXX and XX/XX/XXXX asking for a manager to speak with me on the phone. Also, I requested someone from Disputes support to contact me on the phone. I was told that a manager was going to contact me. I have not been contacted by anyone from Cash App about this matter since my request on XX/XX/XXXX. I am requesting proper justification on why I was not refunded the correct amount that XXXX XXXX released to Cash App. I was supposed to get {$81.00} refunded back to me. Please provide me with proper justification of why I didnt receive the full amount of this transaction. XXXX XXXX released the correct amount to CashApp. However, CashApp adjusted this refund to {$32.00}. I have tried numerous times to get someone on the phone to explain this to me. This is my money and I deserve for someone from Cash App management to call and explain to me why Cash App adjusted the {$81.00} that was originally owed and released by XXXX XXXX. Also, I have asked for a manager to contact me about this transaction on numerous occasions. I have not been contacted by any manager as of yet. If this matter does not get solved or I don't receive the correct amount owed to me then I will be forced to take action against CashApp and will start filing Attorney General Complaints, XXXX complaints, and CFPB complaints against Cash App by XX/XX/XXXX. My contact info is below. Please call me. Again, immediately after, still at XXXX, CashApp replied back to my email stating the same as above. I then continued to reply back, at XXXX, stating the same as above. Finally, immediately aft, still at XXXX, CashApp replied back to my email stating the same as above. I did not reply back because I concluded that CashApp was not going to help me, or even try to help me, nor interested in my concerns and looked at my problem as not important. In addition, I concluded that the distinctive and immediate back and forth email replies from CashApp, which I never received in the past, indicates CashApp refuses to try to fix my problem and believes not refunding the correct amount of my money is a joke. In its totality, this experience with CashApp Support, Managers, and Disputes Support is horrendous, very insensitive and inconsiderate due to the fact that I have been a long time user of CashApp and fully trusted this company with my personal monies.

Company response to consumer: Closed with explanation