Consumer complaint received 2023-08-07
Company: Block, Inc.
State: OH
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:
On XX/XX/2023, I was charged {$100.00} from XXXX XXXX XXXX  XXXX which is a hotel in XXXX XXXX, XXXX. The hotel reservation was booked through XXXX. XXXX used their sister company, XXXX to fulfill the reservation. I cancelled my reservation a week ahead of time which was within the 3 day time frame that was required. The reservation was cancelled on XXXX 's website, the same website that I used to make the reservation. XXXX 's customer service has confirmed this. There is an error in XXXX 's system where the cancelation was not transferred over to XXXX. Since it wasn't transferred over, the hotel never received a cancelation notice. Due to this, they charged me for a one night stay for a total of {$100.00}. After going back and forth between XXXX and XXXX 's customer service, I was notified that nothing could be done since the hotel had charged me and not XXXX or XXXX. I was told the only thing I could do was dispute the transaction with my card company. So, my card that received the charge is with Cash App which is managed by Block , Inc . I filed a dispute against the transaction with Cashapp on XX/XX/2023. I thoroughly documented everything so I was able to include multiple screenshots showing proof that I had followed XXXX 's rules of cancelling the reservation. I submitted my dispute via the Cash App app and after completing all the steps, I was told I would receive a response within 10 days. I received an email from Cash App on XX/XX/2023 stating that they were investigating my dispute and that most disputes are resolved within 10 business days. On XX/XX/2023, I hadn't received any further communication and since it had been past the 10 day time frame, I reached out to Cash App 's support to inquire about the status of the dispute. Within a few hours, I received an email saying my dispute had been denied and that I could request the documentation used to make the decision so I requested that documentation. On XX/XX/2023, I received an email from Cash App stating that they had received the request and had attached the documentation used to make their decision. The documentation was nothing but the transaction date, amount, merchant, and transaction type. There was nothing included that showed what the decision was based off of. I believe there was no research done on this dispute. They provided nothing that showed any type of information that would be used in making a decision. If they would have put even the slightest bit of effort into solving this dispute fairly by contacting XXXX, they would have been able to confirm that I was incorrectly charged. XXXX can confirm that I cancelled the reservation within the required time frame and shouldn't have been charged. I find that it's too convenient that my dispute sat unprocessed for weeks and then was completed within a few hours of when I inquired. I strongly believe that no investigation was done and instead, it was denied in order to quickly process it. As I previously stated, I provided thorough documentation which obviously was never reviewed. This is not fair to me, the consumer and is not a good business practice.

Company response to consumer: Closed with explanation