Consumer complaint received 2023-01-08
Company: Block, Inc.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My first issue is from XX/XX/XXXX. I made an appointment to have my hair done with a hair stylist, I was required to pay a {$50.00} deposit. That's what this charge is, the deposit that was to secure my appointment and it would be applied to the total price of the service. I was not able to get my hair done. I did reach out to the hairstylist for my deposit back since I did not get my hair done and she did not respond back to me therefore, I went ahead and opened a dispute with the Cash app they were my current bank I was using and I did not receive the service that I paid for. My initial dispute on XX/XX/XXXX was denied without any reasoning. I went back and redid the dispute again on XX/XX/XXXX. I received a temporary credit on XX/XX/XXXX for {$50.00}. On XX/XX/XXXX without any explanation or any notice, the {$50.00} was removed from my account and the dispute was reviewed and finalized. I never received any update in email or mail to me about the dispute that there was not an error or any information about the credit being refunded. I literally had no idea where the money disappeared to. I searched through all of my transactions, Upon returning to the transaction with the information regarding my dispute, there was a brief overview stating that After further review, we determined no error occurred because this transaction was authorized by you and Cash App processed information provided by the merchant. As a result, your dispute has been denied. You can reach out to customer support for dispute documentation at any time. This dispute was not an unauthorized transaction so I do not understand why it is being resolved as one. I dispute was completed under " I did not receive the service I paid for. '' I contacted support multiple times since I had the funds withdrawn from my account without any warning to request the documentation from the dispute. The agents were not able to provide me with the documentation as stated on the dispute transaction. My issue was just escalated to the specialty team and someone will get back to me. I was not given a window of time to expect a response. The representatives are very generic and dismissive. They give you an answer and you can not ask any questions or for additional information without them completely disregarding you and ending the chat. I was hung up on by a representative because she could not answer how long it would take for me to hear from someone. The case number is # XXXX. 
I reached out to this company on the dates I sent a email requesting documentation the first time the dispute was denied on XX/XX/XXXX. After my second dispute was denied and my credit was withdrawn, on XX/XX/XXXX I allowed XXXX before I contacted support in regards to this issue. 

My next issue is from XX/XX/XXXX, I placed an order on XXXX for XXXX in the amount of {$60.00}. The order was placed around XXXX in the morning, I received a completely incorrect order. I did not have anything that I paid for. I reached out to XXXX customer support, they did not provide me with a refund. I filed a dispute on XX/XX/XXXX that I did not receive the food that I ordered. I was given a temporary credit on XX/XX/XXXX and it was withdrawn from my account on XX/XX/XXXX without any notice or explanation sent to me with the decision. The dispute was reviewed and finalized on XX/XX/XXXX. Upon returning to the transaction, it stated After further review, we've withdrawn your temporary credit because it appears that the merchant fulfilled their obligations for the goods/services associated with this transaction. As a result, your dispute has been denied. You can reach out to support for dispute documentation at any time. I reached out to support for dispute documentation which should be from XXXX. that confirmed every item that was in my bag that I actually received the order. The agent advised me that I should hear something within 3 business days from XX/XX/XXXX. After the 3 business days I still have not heard anything from Cash App Support. 

I reached out on XXXX in regards to these issues. I will be providing screenshots of each conversation with each agent providing bare minimum services. 
As of XX/XX/XXXX I have not received any information about my documents that I requested or had my credit returned to me, or had an agent reach out to me to resolve my issue, which is RIDICULOUS.. Based on my experience CASH APP does not accurately resolve customers claims. I can tell based off of me complaining about not receiving a service and it being resolved as " I authorized a transaction '' which had nothing to do with the my dispute. They also do not have direct way to contact the dispute team department which is also issue to me.

Company response to consumer: Closed with explanation