Consumer complaint received 2023-06-23
Company: Block, Inc.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
To whom this XXXX concern : On XX/XX/2023 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I did call XXXX to report the incident around XXXX that night. When the officer called me back he said I needed to go down to the police station to file charges but I had enough that day, I did not go to complete the police report. Instead, I immediately started to call XXXX XXXX have my XXXX  shut down since my bank, cash app, credit card info and other personal information were on that phone. It was almost impossible trying to get verified with XXXX or XXXX  without an ID, plus I had been using bio-metrics face enabled on anything with a password so of course I could not access my emails since I forgot my passwords and could not proceed with two-step authentication either without my cell-phone to receive the XXXX time code. It was a nightmare. Things that were also in my purse at the time of the robbery include my passport, my prepaid spendwell card with {$250.00} on it ( that I also could not access because I was not approved for an account with them ), and {$400.00} cash. Among my credit cards that were in my XXXX wallet was my cash app card. My cash app had approximately {$250.00}. I was counting on that money since I basically utilized cash app like it was my bank. Well the night of the XXXX after the robbery had taken place my cash app card was swiped at XXXX in XXXX XXXX for {$240.00}. 

Again, I just want to emphasize that everything else had just been snatched away from me- that {$250.00} was all I had in the world at that time. Once I could access my cash app I immediately started to dispute the transaction. I was denied. They went on to send me an email stating that they have documentation indicating they have reason to believe it was fraudulent on my part and that was why they are denying giving me my money back. I asked to see the documentation and it simply states that the cash card was present at the time of the transaction. I have disputed this transaction at least 5 times and am irate at Cash App with insult to injury being accused of falsifying information when I am in fact the victim. I want my money that is rightfully mine. I would also like this to be brought to someone's attention because Cash App 's response was unacceptable and their actions to resolve or assist me were non-existent. I feel as if I've been robbed twice. There needs to be some type of consequence because it should not be allowed for them to treat people like this. They are bullies and I feel they did everything in their power to not return my money to me, yet they are supposed to be a financial institution? Please help. Thank you for your consideration in this matter. 

Best regards, XXXX XXXX PS- Since the aforementioned incident I have not been able to get a new cash card. They have now officially closed my account which I believe to be retaliation for persistence in this matter.

Company response to consumer: Closed with explanation