Consumer complaint received 2023-02-19
Company: Block, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with overdraft
Sub-issue: Overdraft charges

Complaint:
On XX/XX/2023, I disputed an overdraft amount of {$140.00} with CashApp regarding a transaction that originally occured on XX/XX/2023 ( transaction # XXXX ) from a sale made through XXXX for a merchant shop purchase. CashApp provided a " temporary '' refund/credit, on or about XX/XX/XXXX and or XXXX, for the transaction while the transaction was undergoing dispute by CashApp and XXXX with XXXX merchant. On XX/XX/2023, XXXX provided a " card refund '' /credit to my CashApp account ( transaction # XXXX ) for the same merchant transaction. The funds credited by XXXX on XX/XX/2023 were subsequently withdrawn from my CashApp account by XXXX unaccounted for after receipt within the account on XX/XX/2023. On XX/XX/2023, CashApp officially denied my dispute for the merchant purchase back on XX/XX/2023 associated with CashApp transaction # XXXX and debited my CashApp account {$140.00} making the account OVERDRAWN by this amount ( - {$140.00} ). I reached out to CashApp to dispute the negative entry based on the fact that CashApp had already withdrawn the XXXX card refund/credit ( transaction # XXXX ) submitted to the CashApp account on XX/XX/2023, case # ref : XXXX : ref was opened. CashApp confirmed they received the credit but did not remove the negative entry from my CashApp account and directed me to request the details of the transaction for more information. I requested the transaction details used to determine the denial on XX/XX/2023 and received notice, the same day, that my case ( ref : XXXX : ref ) was closed without ever sending the transaction details I had requested. My initial dispute was denied based solely on the " type '' of dispute I entered and NOT the actual concerns raised. I opened up another case on XX/XX/2023 ( ref : XXXX : ref ) and explicitly stated that I was requesting that CashApp reopen my initial case ( ref : XXXX : ref ) and explained that the dispute options offered by CashApp were XXXX and that NO option was available for disputing CashApp XXXX errors. That case was also denied, along with my request for transaction details and subsequently closed. When I tried to review my accounting statements for XX/XX/2023 to show CashApp what the issue was and why the overdraft should be reversed, I was not able to balance the accounting ledger/details provided by CashApp within the app or online. CashApp used " single '' entry accounting for the online statements and " double '' entry accounting for statements within the documents section on the app. When I tried to balance both statements, they were always off, did not balance out. All entries regarding the CashApp credit occurring on or about XXXX XXXX was unaccounted for within either statement. In addition, the removal of the XXXX card credit funds were also not accounted for within either statements. Based on my experience evaluating my own financial statements from CashApp there is significant evidence that CashApp accounting department is not practicing XXXX with the organization and that is a violation of the SEC financial regulations that govern organizations such as CashApp.

Company response to consumer: Closed with explanation