Consumer complaint received 2023-05-13
Company: Block, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX, I tried making a purchase in CashApp. I had a few cents in my account, and uploaded the amount I thought I would need which was {$50.00} at XXXX. I then realized I would need more and uploaded {$10.00} at XXXX. While using the in-app boost merchant website the app kept freezing so I had to start my purchase again. While shopping I received a text from CashApp at XXXX stating a transaction from XX/XX/XXXX, from the current merchant I am now shopping at, has been updated to {$43.00}. When my purchase went through, I was notified from CashApp text at XXXX that I had insufficient funds. Now the times I am giving are from the texts, and activity screen of app and msg. The times have a major discrepancy from in app and online activity, and text msg notification. The text and activity went through at the same time, yet somehow the times vary differently from the other. I dont personally know the actual time this took place outside of the msg text, and in app activity is telling me. The in-app activity for CashApp varies an hour in difference from the mobile site and the online site. Either the times in app or online are an hour ahead or behind. Based on the time of the msg text notification, the mobile app activity is an hour behind, and online app activity is the same time frame of msg text. My Bank statement from my checkings account, which my debit card of this bank account is tied to my CashApp account, is stating in the online activity of bank account that the transfer of funds from my account to CashApp, of which I was personally transferring to CashApp in app of CashApp for my purchase, was transferred on XX/XX/XXXX to CashApp despite making the transfer the day before on the XXXX of XXXX. It seems the funds didn't transfer to CashApp until the next day from my Checkings account the day after my complaint to CashApp. 

On XX/XX/XXXX according to in app support log at XXXX I contacted support about the issue that Ive come to. After my notification of insufficient funds for purchase, I look at my in app CashApp balance, and only see an amount of {$16.00}. After telling support of having {$60.00} in my account and now only have {$16.00} they asked me in what payment I was having issues with, and gave me an option to show them, which I did. They proceed to answer by telling me that I had insufficient funds, and how to resolve this, while completely ignoring my original concern. So, I reiterate my issue again. Told them to look at my history and showed them the text notification that I received. They asked me to attach the amounts I uploaded, and I did. They proceed to tell me a technical error that occurred between XX/XX/XXXX, and XX/XX/XXXX, impacted one or more of my cash card transactions. During this time merchants that I used my cash card with successfully received payment, but the funds were not deducted from my account. As a result, my balance was temporarily higher than it should have been because my purchase to the merchant did not decrease my balance. The balance Im seeing now, reflects the amount they deducted to recover these funds, and successfully complete the payment. I then asked why I was never informed this was happening? They proceed to answer by saying ; They can confirm that an impacted transaction due to error occurring again reiterating the dates given previous and proceeded to repeat information already given with the added ; The funds deducted were the funds I previously used to make a payment with said merchant, but which were then incorrectly returned to my account due to a technical error. They then tell me I can view my transaction in app and online in the activity tab. 

I looked in my activity tab to find the error they spoke of, but there was nothing which I told them, and asked is if theres a history, I can view the errors because the history I have says payment completed? I then ask AGAIN, why wasnt I ever notified this was occurring? They respond with the name of the merchant, and date/time of XX/XX/XXXX at XXXX for {$42.00}. I tell them I have no payment history for that date and time. They tell me theyll reach out directly to their specialty team so they can help me with this, and ask for my email, of which I give. A few hours later I ask support when I can expect the specialist email. I get a bot response of nothing instead not answering my concern. I then ask the next day at XXXX XX/XX/XXXX. They tell me they have escalated my case, and once the team has an update, theyll email me. They then give me a case number. I have yet to hear from them. My concern is the way they seemed to resolve this issue of balance owed, and the information given to me, or lack thereof. I have no error reports of any kind for me to view from the app, email, or text notifications I have. I am only having their word any of this was happening, and even if true, I was still never given a warning, or notified any of these errors were occurring by CashApp in the first place. I seemingly am being punished for something they didnt help me to see beforehand. I am on disability and try to budget my spending. This tore into that without warning and impacted me negatively. This situation has exhausted me mentally, and emotionally. I have been re traumatized from this action, and have not been given clear answers, or solution. They continue to hold onto my funds they have taken. I have done everything on my end to my knowledge for this to not have occurred as the consumer. There was nothing this company has done to protect me from their errors. Legally I do not know what my rights, or actions are at this time.

Company response to consumer: Closed with explanation