Consumer complaint received 2023-08-26
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, XXXX initiated a deposit payment for services ( hair braiding ) to the merchant/service provider via Cash App. The payment was for {$15.00} as a deposit. The remaining balance was to be paid at the time of service. Cash App processed a payment for {$150.00}. These funds were electronically removed from my checking account with XXXX XXXX XXXX XXXX. Once I realized what had happened, I immediately ( within 48 hours ) attempted to cancel the transaction, but was given no option to do so. I also attempted multiple times to reach customer support at Cash App for assistance. I experienced a delayed response via chat bot through the customer support App. I also called and got no answer until the following day. I explained in detail to customer support & chat bot and was immediately told that they probably would not be able to provide a refund and suggested that I request a refund from the merchant, which I did and of course they declined my refund request and blocked all communication from me. I never received any product or service. My deposit was taken and additional funds totaling {$150.00}. So there were two clear violations, fraud and error. I authorized {$15.00} and {$150.00} was removed from my account that was not authorized.The amount was incorrect and I stated that to Cash App, they provided me with a screen shot of a transaction and closed my inquiry. I again stated to them that it was an error and they did not care.This action alone shows guilt, misrepresentation and fraud on the behalf of the merchant.If the activity was legit why decline a refund for money that clearly was not yours, If I requested it back. If this fraudster was doing legit business it would not have been an issue.Cash App was witness and party to this and did nothing. I begged them to help me. I attempted to dispute via Cash App who declined my dispute and told me to contact my financial institution to attempt to recover my funds. I also filed a police report with my local police department. My Credit union asked if I had proof of this transaction, attempts at requesting refunds and all other associated documents, screen shots, text messages or anything I had to verify my account of what transpired. I forwarded everything to them and was told they would attempt to recover the funds from the merchant on my behalf, however, the merchant would be given an opportunity to respond and it would take up to 60 days. I got a response approximately one month later and the outcome was the same. They could not reach the merchant and there was nothing they could do, however, the instructed me that according to The Electronic Fund Transfer Act that Cash App was responsible for refunding my money if there were any associated claims of fraud or error with the transfer. Specifically because the funds were removed directly out of my checking account electronically.The Electronic Fund Transfer Act is a federal law that protects consumers when they transfer funds electronically. According to the EFTA it applies and protects individual accounts ( e.g personal, family, or household purposes ). Not business, which Cash App used as one of there excuses, of why they could not refund my money. The EFTA does not apply to commercial or business accounts, which a representative of Cash App claimed .They would not pursue or refund my money because it was not a business. Which is significant reason why they were supposed to.The EFTA defines an unauthorized electronic fund transfers as 1. an electronic fund transfer initiated by someone other than the consumer ; 2. the person does not have the authority to make the electronic fund transfer, and 3. the consumer does not receive any benefit from the transaction. Which I clearly did not.The EFTA also protects consumers against electronic errors " An incorrect EFT ( electronic funds transfer ) to or from the consumers account ''. So again under The EFTA, I should have been protected from both fraud and errors and was not. I provided all necessary information and was denied and told to move on. They kept insulting me by sending reminders to not send money to strangers as if I would intentionally allow my self to be a victim of fraud and error. I brought these concerns up to Cash App regarding my protections and I was laughed at, hung up on twice and ignored. They wouldn't even acknowledge it. They are in clear violation of The EFTA and I want all my money returned, and will pursue prosecution if my issue is not properly resolved. The EFTA is very extensive so I will not attempt to recite it in its entirety here, but please reference it when reviewing my complaint because it is clearly in the language that I should have been protected. I have been fighting to get this resolved since XX/XX/2023.

Company response to consumer: Closed with explanation