Consumer complaint received 2023-05-19
Company: Block, Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I made 3 different purchases to XXXX using my cash app card the first transaction occurred XX/XX/2023 for XXXX I was then refunded that amount from XXXX on XX/XX/2023 then on XX/XX/2023 I received a text message stating that my payment from XXXX was updated to XXXX and that decreased my balance at that time.I then contacted cash app and they stated that due to a glitch that occurred between XX/XX/2023 and XX/XX/2023 it caused my balance to not decrease when the payment was made to XXXX although cash app paid the merchant ( XXXX ). I understood that those types of situations could happen especially using an app like cash app. Then on XX/XX/2023 I received the same message stating that my purchase with XXXX was updated to XXXX I was not told that this would happen again so I called cash app and they gave the same response about the glitch that occurred.This amount was also refunded by XXXX which I see in my transaction history so I didnt understand why are they coming back a month and a half later taking funds from my account. So I contacted XXXX and they agreed those refunds were valid so there was no need to reverse the funds and that they have been getting numerous of calls regarding the same issue. I also contacted cash app again and they provided me a transaction starting on XXXX the XXXX th these transactions where made prior to XXXX the XXXX th and should not have been affected by the glitch because I made the payment prior to that day and received my refund prior to that day. The transaction history statement that was provided to me was put together manually by a cash app member which also raised suspicion because that type of documentation you should be able to systematically generate.So I file a dispute which was denied. Then on XX/XX/2023 I received another message stating the payment made to XXXX was updated to XXXX so they took that amount from my current cash app balance. This would make the third time cash app takes money from my account for transactions made months ago. I looked at my transactions history on the app and I clearly see the payments were completed and I am single mom of whos struggling so I manage my funds very closely. I called cash app again and they gave the same excuse about the glitch that occurred and I still didnt understand why the money was taken because this transaction was refunded y XXXX XXXX provided documentation showing that it was a valid refund and I also contacted XXXX and they stated it was not reversed. I have filed a complaint with the XXXX and they reached out to cash app and cash app did contact me giving me the same response about the glitch. At this point the glitch is a cover to steal funds back because I know for a fact my balance decreased after those payments.I received text messages every-time I made the payment. I refused to go by the transaction history they provided because a representative placed me on hold and stated he had to put the transaction historys together before sending it because I requested for my transaction history beginning XX/XX/XXXX XXXX then was hung up on by that representative with no call back .So I called back and spoke with another representative who refused to provide me a detailed statement of my account history and if thats what they want to go by then their surely in the wrong for taking my funds months later because all three transactions show completed and it shows I received a refund so cash app should of never came back and took money months later. In addition to taking the money I never was informed about owe neither amount and not one representative informed me about any other amount being owed due to the glitch when I reached out to them the first time. They didnt display a negative amount in my cash app mobile app instead they waited until money was sent to me and took the fund and blamed on a glitch XXXX have attach these transactions and you will see the payments and the refunds the refund for the XXXX occurred in two separate transactions one for XXXX and the other for XXXX I also attached the transactions action history which shows these transactions happening after XX/XX/XXXX XXXX and that information is not accurate because the screenshots from my actual cash app and XXXX app shows the dates which the transactions where processed and as I previously stated cash app manually puts these transactions historys together the representative informed me of that and Im still being denied my transaction history prior to XX/XX/XXXX XXXX.

Company response to consumer: Closed with explanation