Consumer complaint received 2022-03-18
Company: Block, Inc.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I paid XXXX. XXXX ( XXXX XXXX XXXX ) for a venue for a party that I was hosting on XX/XX/XXXX. An invoice was sent to me via email by the company and a " pay now '' link was listed on the invoice that takes you to the cash app. The invoice was paid in full due to the " high demand '' of the venue. The amount paid via cash app was {$4700.00}. 

The venue is apart of the Palms Hotel in XXXX XXXX, NV ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, NV ). I reside in XXXX, GA ; however, my family resides in XXXX XXXX and the host stated that any of my family could come and tour the venue. We contacted the venue on XX/XX/XXXX for a tour and did not receive a response until XX/XX/XXXX. We were told anytime after XXXX PM for that week. My mother arrived at the venue and spoke with concierge and was informed that the " venue '' was not technically a venue but a clubhouse for the residents and is not available for outside usage. My mother then called and emailed with no response. The host stated that he was unavailable on that date and proposed the new date of XX/XX/XXXX at XXXX PM. The host did not show on that date either. My mother spoke with concierge again who stated that it was a " scam '' and they believe they know who is behind the scam. The hotel requested that we send all email correspondence over to them for their legal team. The documentation was submitted on XX/XX/XXXX. During this time the host was still emailing and claiming that he was " too busy '' to give a tour but would honor the commitment of the venue for XX/XX/XXXX. 

On XX/XX/XXXX the host was contacted and asked where would the party meet them. The host stated at XXXX PM and to ensure that we had someone designated to work the elevator. We contacted the hotel and informed them that the host still planned to meet with us. The hotel stated that they would have security on property to identify and apprehend the " host ''. 

We arrived at the venue at XXXX PM and were unable to find the host. We were unable to get to the 7th floor without resident access. We called and emailed and the host that we were unable to get to the 7th floor and he responded via email and stated " Its already open 7th floor go on tru parking garage youre guests of XXXX form unit XXXX if security asks but they shouldnt XXXX XXXX as its in good taste thd party its already cleared out there 4 girls playing a table game but they will leave at XXXX they are aware of the private event have fun door is open to the left sliding door is open thd first one just slide it. '' At this time security arrived and informed, again, that the " venue '' was not rentable and the hotel believes they know who the " host '' is. Security confirmed that it was a scam. 

The host was notified that I would be filing a police report and disputing for my money back. I filed an internet crime complaint on XX/XX/XXXX. I disputed the transaction via cashapp on XX/XX/XXXX and was told that a decision would be made on XX/XX/XXXX. The refund was denied. I then disputed the transaction with my personal bank XXXX XXXX  XXXX XXXX ) on XX/XX/XXXX. XXXX  XXXX XXXX stated that they sent a charge back to cash app and the refund was also denied on XX/XX/XXXX.

Company response to consumer: Closed with explanation