Consumer complaint received 2023-09-01
Company: Block, Inc.
State: SC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX  I called cash app to dispute some transactions. On XX/XX/XXXX  I recieved the following email. Recieiving a response approx 24 hrs after I reported, indicates to me that these disputes were no properly investigated as required by law. 

Email recieved on XX/XX/XXXX  After reporting fraudulent transactions : XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX ( 1 day ago ) to me Hi XXXX, These are going to be the transactions that will be investigated : XX/XX/23 at XXXX CST {$25.00} XXXX XXXX XX/XX/23 at XXXX CST {$75.00} XXXX XXXX XX/XX/23 XXXX XXXX CST {$31.00} XXXX XXXX XX/XX/23 at XXXX CST {$50.00} XXXX XXXX XX/XX/XXXX  at XXXX CST {$40.00} XXXX XXXX XX/XX/23 at XXXX CST {$18.00} XXXX XXXX XX/XX/23 at XXXX CST {$15.00} XXXX XXXX XX/XX/23 at XXXX CST {$10.00} XXXX XXXX XX/XX/23 at XXXX CST $ XXXX XXXX XX/XX/23 XXXX XXXX CST {$20.00} XXXX XXXX XX/XX/23 at XXXX XXXX {$100.00} XXXX XXXX XXXX XXXX XXXX : ref Email response recieved on XXXX XXXX XXXX XXXX  XXXX Fri XX/XX/XXXX XXXX ( 1 hour ago ) to me Hi there, This is XXXX with Cash App Disputes. I understand you have some concerns about these payments to XXXX, XXXX, XXXX, XXXX and XXXX. 

Based on the information available, our investigation led us to determine that this transaction was authorized by you or someone you authorized to use your credentials and no error occurred. As a result, your dispute has been closed. 

Date Status Amount Sender Recipient XX/XX/23 at XXXX XXXX Paid Out {$25.00} XXXX XXXX XXXX XXXX XXXX XX/XX/23 at XXXX CDT Paid Out {$75.00} XXXX Services XXXX XXXX XXXX XX/XX/23 XXXX XXXX XXXX Paid Out {$31.00} XXXX XXXX  XXXX XXXX XXXX XX/XX/23 XXXX XXXX XXXX Paid Out {$55.00} XXXX Services XXXX XXXX XXXX XX/XX/23 XXXX XXXX XXXX Paid Out {$40.00} XXXXXXXX XXXX XXXX XXXXXXXX XXXX XX/XX/23 XXXX XXXX XXXX XXXX Out {$18.00} XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Paid Out {$15.00} XXXX XXXX  XXXX XXXX XXXX XX/XX/23 at XXXX XXXX XXXX Out {$10.00} XXXX XXXX  XXXX XXXX XXXX XX/XX/23 at XXXX XXXX XXXX XXXX {$10.00} XXXX XXXX  XXXX XXXX XXXX XX/XX/23 at XXXX XXXX XXXX XXXX {$20.00} XXXX XXXX  XXXX XXXX XXXX XX/XX/23 at XXXX XXXX Paid Out {$100.00} XXXX XXXX XXXX XXXX XXXX Additionally, you are entitled to request the documents upon which our denial was based. To initiate this request, please click here ( XXXX XXXX XXXX ). Note : You must click this link on your phone and have the app downloaded to launch this link. 

If you would like to open a new claim : a. Call us at XXXX. 

b. Follow these steps in your app here ( XXXX XXXX XXXX ) 1. Open your profile and tap Support 2. Tap Something Else 3. Tap Cash Card 4. Scroll down and tap Dispute a Purchase 5. Follow the prompts to Contact Support For more ways to contact Cash App Support, check out https : //cash.app/XXXX. 

For your reference, the case number associated with this claim decision is XXXX. We appreciate your patience and cooperation throughout the dispute claim process. 

Thanks for your understanding. 

Best Regards, XXXX Cash App Support ref : XXXX : ref

Company response to consumer: Closed with explanation