Consumer complaint received 2023-10-27
Company: Block, Inc.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I authorized XXXX XXXX from XXXX XXXX XXXX ( the merchant ) to charge my XXXX XXXX card {$19000.00}. She did the transaction and it was declined. I checked my email and there was an email from XXXX asking me to confirm the transaction and I confirmed that I approved/recognized it, but it still prompted me to call XXXX. Upon calling XXXX, the representative asked me if I recognized/approved the transaction and I said YES and asked why I had to call, since I replied YES that I recognized/approved it in the email. He did answer but told me that I was now good and could proceed with the merchant re-submitting the charge/transaction. It was re-submitted and APPROVED -- she sent me a receipt from her Square account. I also had an email stating it was approved. Then, on XX/XX/XXXX, XXXX told me that she still hadn't gotten the money! By XX/XX/XXXX, she said she still hadn't been paid so I called XXXX with her on the phone. XXXX from XXXX investigated and said he saw that on XX/XX/XXXX, XXXX ACCIDENTALLY opened a dispute for the amount on MY BEHALF, even though I did NOT dispute it!!! He apologized and told me he would CANCEL it and by XX/XX/XXXX, the merchant would be paid the {$19000.00}. On XX/XX/XXXX, the merchant and I called again because the merchant/XXXX XXXX  wanted to be certain XXXX would pay them. Now, I was told by XXXX that they were going to send me a NEW card because my old card was cancelled due to the dispute/fraud ( this is the first time I heard this ). Then the XXXX agent, XXXX, said once my new card came, the charge would go through for the merchant. I asked to have the card sent to me overnight and he agreed to pay for the charge of the overnight fee. The card did come on the XXXX and sure enough, the charge now appeared on my XXXX app as a debit, and there was no longer the credit ( prior prior to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00}. This is way better if I dictate. to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00} ). However, days and days pass by, and the merchant, XXXX, still had not received the payment. So I called XXXX again, and they said that the payment had been sent and that her processor for the transaction, Square, had the funds, and it was beyond XXXX 's control. XXXX even sent me a letter dated XX/XX/XXXX which stated that they had investigated the claim and that they thanked me for letting them know that the charge was not questionable and that I would have a debit/charge on my upcoming statement, which closed on XX/XX/XXXX. I sent this to the merchant to show her the confirmation from XXXX. Meanwhile, she was dealing with her third-party processor, Square, which told her that they opened a dispute case and it takes 90 days to resolve it. They told her it could take until XX/XX/XXXX before they could resolve the dispute and release the funds to her. she showed them my XXXX account which shows that I was debited for the {$19000.00} and even showed them the letter dated XX/XX/XXXX from XXXX that showed that I'll confirm that there was no dispute and that they were charging my card for the full amount of the transaction. However, Square told her that that was not enough and they needed more explicit documentation from XXXX that stated I canceled the dispute and any future re-dispute. And they said that once this was completed, and I informed XXXX that it was completed, that she let Square via her Square dashboard, so that they could then verify with XXXX that the dispute was canceled and only then when they release the disputed funds to the merchant, XXXX XXXX. I called XXXX to request this and they told me they do not make detailed, customized specific letters and they said they only send the letter like they sent me from XX/XX/XXXX. I asked for managers and they all said the same thing. They told me that Square could call their merchant accounts department to discuss the case and any questions or concerns that they had.On XX/XX/XXXX, I authorized XXXX XXXX from XXXX XXXX XXXX ( the merchant ) to charge my XXXX XXXX card {$19000.00}. She did the transaction and it was declined. I checked my email and there was an email from XXXX asking me to confirm the transaction and I confirmed that I approved/recognized it, but it still prompted me to call XXXX. Upon calling XXXX, the representative asked me if I recognized/approved the transaction and I said YES and asked why I had to call, since I replied YES that I recognized/approved it in the email. He did answer but told me that I was now good and could proceed with the merchant re-submitting the charge/transaction. It was re-submitted and APPROVED -- she sent me a receipt from her Square account. I also had an email stating it was approved. Then, on XX/XX/XXXX, XXXX told me that she still hadn't gotten the money! By XX/XX/XXXX, she said she still hadn't been paid so I called XXXX with her on the phone. XXXX from XXXX investigated and said he saw that on XX/XX/XXXX, XXXX ACCIDENTALLY opened a dispute for the amount on MY BEHALF, even though I did NOT dispute it!!! He apologized and told me he would CANCEL it and by XX/XX/XXXX, the merchant would be paid the {$19000.00}. On XX/XX/XXXX, the merchant and I called again because the merchant/XXXX XXXX wanted to be certain XXXX would pay them. Now, I was told by XXXX that they were going to send me a NEW card because my old card was cancelled due to the dispute/fraud ( this is the first time I heard this ). Then the XXXX agent, XXXX, said once my new card came, the charge would go through for the merchant. I asked to have the card sent to me overnight and he agreed to pay for the charge of the overnight fee. The card did come on the XXXX and sure enough, the charge now appeared on my XXXX app as a debit, and there was no longer the credit ( prior prior to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00}. This is way better if I dictate. to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00} ). However, days and days pass by, and the merchant, XXXX, still had not received the payment. So I called XXXX again, and they said that the payment had been sent and that her processor for the transaction, Square, had the funds, and it was beyond XXXX 's control. XXXX even sent me a letter dated XX/XX/XXXX which stated that they had investigated the claim and that they thanked me for letting them know that the charge was not questionable and that I would have a debit/charge on my upcoming statement, which closed on XX/XX/XXXX. I sent this to the merchant to show her the confirmation from XXXX. Meanwhile, she was dealing with her third-party processor, Square, which told her that they opened a dispute case and it takes 90 days to resolve it. They told her it could take until XX/XX/XXXX before they could resolve the dispute and release the funds to her. she showed them my XXXX account which shows that I was debited for the {$19000.00} and even showed them the letter dated XX/XX/XXXX from XXXX that showed that I'll confirm that there was no dispute and that they were charging my card for the full amount of the transaction. However, Square told her that that was not enough and they needed more explicit documentation from XXXX that stated I canceled the dispute and any future re-dispute. And they said that once this was completed, and I informed XXXX that it was completed, that she let Square via her Square dashboard, so that they could then verify with XXXX that the dispute was canceled and only then when they release the disputed funds to the merchant, XXXXXXXX XXXX. I called XXXX and requested exactly what XXXX told the merchant, XXXXXXXX XXXX, and they told me that they do not right customized specific detailed letters like they requested. They told me that the letter they gave me on XX/XX/XXXX should've been sufficient enough for Square. However, Square told the merchant that it was not sufficient. XXXX also advised that Square call there Merchant account XXXX number in which they said there's no whole time and they could discuss the matter with XXXX directly. I informed the merchant, XXXX XXXX, to inform Square regarding the XXXX merchant account number that XXXX advise that Square call in order to have clarification about the dispute cancellation. The merchant told me that Square said they can not get through and that they've tried reaching XXXX several times, even though XXXX said that this could not be the case because they are easy to reach when using that merchant account number. The merchant has texted or emailed me virtually every other day since this time, namely, since XX/XX/XXXX, telling me that I need to call XXXX and get them to do this despite me telling her that I've called and XXXX told me the only thing that they could do is advise me to show them the letter from XX/XX/XXXX, XXXX the merchant, XXXX XXXX XXXX  even accuse me of making them chase their money, as though I was the reason why they were not being paid. XXXX told me that the money was paid to her Square account, and that they had nothing to do with the dispute that Square opened for 90 days. When I spoke to the manager, XXXX, from XXXX on XX/XX/XXXX, she was confused as to why Square was still holding the funds and again confirmed that she could not provide a customized letter. XXXX also stated that the merchant, XXXX XXXX, received a letter from XXXX around the same time that I received mine, which was dated XX/XX/XXXX, giving her a synopsis of the fact that the dispute had been canceled. When I asked the merchant, if she received a letter from XXXX, she denied ever receiving a letter. Furthermore, XXXX, the manager at XXXX in the customer service department, told me that as of XX/XX/XXXX, my monthly statement would close, and that I would receive a new statement which showed the reversal of the dispute, and would reflect the money that XXXX, namely, the XXXX that I paid on XX/XX/XXXX as well as an additional payment that I made on XX/XX/XXXX to XXXXXXXX XXXX in the amount of {$20000.00}. That transaction was successfully completed because prior to doing the transaction. I called XXXX and demanded that the fraud department get on the phone and listen to me give XXXX pool the authorization to charge the account for the {$20000.00} so that there would be no fraud alert and this transaction was successful. So the merchant had been paid {$8000.00} from my bank account for the first payment, {$19000.00} in the second payment, which she still had not received due to all of the above issues with Square holding the money while it was being disputed, even though there was no longer a Dispute because the dispute was canceled and the merchant also received the {$20000.00} payment on XX/XX/XXXX, but yet accused me of making them have to chase their money, as though it was my fault, and as though I've owned XXXX XXXX and can control what they wouldn't would not do, namely, give her, the letter that Square wanted, the customized letter that they were insisting that they needed in order to release her funds. In the meantime, the merchant, XXXXXXXX XXXX refuse to complete the fourth part of the project until they received the money that they are processing company, Square would not release to them. So they were penalizing me because they're Merchant processing company, Square, was not releasing the funds to them. My backyard looks a mess because my pool is empty and has stagnant rainwater and debris in it. My iron fence is ripped off the hinges, and there is piping for the pool all over the backyard as well as tire tracks Through the grass. They left our yard a complete mess in retaliation for their own merchant processing company, Square, not releasing the {$19000.00} to them while they await proof of cancellation from XXXX XXXX, despite the fact that I gave them the letter dated XX/XX/XXXX, and I even gave them the screenshot of my XXXX app which shows I owe {$40000.00} to XXXX as of XX/XX/XXXX. I even sent XXXX pulls a copy of my XXXX statement which clearly shows a reversal of the dispute, and clearly shows the {$19000.00} as being a charge on my account. So on XX/XX/XXXX, when I was on the phone with XXXX, the XXXX XXXX supervisor in the customer service department, she also told me as of XX/XX/XXXX, the XXXX XXXX dispute window of 30 days would officially close and that would also yield a letter to XXXX XXXX  again. so XXXX ESSENTIALLY said, at that point, the merchant, XXXX XXXX, would actually have a second letter from XXXX XXXX, confirming that the dispute was resolved. However, XXXX XXXX, represented by XXXX XXXX, still says to this day, XX/XX/XXXX, that they have never received any letter from XXXX XXXX in XX/XX/XXXX around the XX/XX/XXXX date that I receive mine nor any letter from the XX/XX/XXXX time. That XXXX, the XXXX XXXX customer service supervisor said that they would receive. So at this point, after calling XXXX XXXX on my own for the past five weeks, almost 2 to 3 times per week and also being harassed by XXXXXXXX XXXX  as though I'm lying and that I'm evading a payment, I feel victimized and I feel that I am being discriminated against in the fact that they are acting as though I am, a disloyal customer who has breached the contract by not paying them. and therefore refusing to complete the fourth and final part of our project. Meanwhile, in my opinion, they have breached our contract, because I've provided three consecutive payments in good faith, and they have now for the past 3 to 4 weeks, left our home in disarray and disrespected us by allowing our property to look a mess while they have issues with Square, which is their third-party credit card processor, and is a dispute that they have with Square not me because I diligently paid on time for the second part of the project, again on XX/XX/XXXX, and again, paid for the third part of the project on XX/XX/XXXX with the same XXXX account and that payment cleared. So they already know from two of the three payments clearing, that I am a customer who pays for services rendered and clearly the issue was not with me, but with their Square account but yet they are holding it against me, and my family and penalizing us. at this point, I feel that I should tell them if they don't complete the project in the next five days, that I will have to seek another contractor to complete the project and restore dignity and respect to our home. I feel that I have been victimized by all three parties, namely XXXX XXXX for making the agree. Just tremendous error for opening the dispute/fraud claim, square for holding the funds hostage for 90 days, which is absolutely ridiculous, even though they have sufficient information that I provided to the merchant, XXXXXXXX XXXX  to ensure that the transaction is approved from my end, and that the dispute has been resolved based on the XXXX XXXX letter dated XX/XX/XXXX as well as my XXXX XXXX app that shows the reversal as well as my XXXX XXXX XXXX statement that clearly states in black-and-white that the dispute was reversed and I also feel that XXXX XXXX is just as guilty as XXXX XXXX and Square because they unlawfully stop working on the project despite having clear confirmation that I paid the bill especially since XXXX has been on at least 8 to 10 calls with me and XXXX XXXX, and has heard everything regarding the case, and knows for a fact that I paid it and can even see it from the statement and the XXXX app. 
All three of these entities are in the wrong, and should be admonished, and I should have financial reparations for the anxiety, anguish, stress, and lost wages. I incurred due to not being productive at work, since I've spent more than XXXX hours, dealing with this, ridiculous, unacceptable, inexplicable situation. I even had to ask XXXX, the customer service manager at XXXX XXXX, to allow me an additional 30 days of no interest from XX/XX/XXXX through XX/XX/XXXX. Just in case this dispute is not settled by square, because I don't trust making the payment to XXXX XXXX if Square keeps the money and doesn't pay the merchant because then I'll be out of {$19000.00} twice because then I will still have to pay the merchant. XXXX said that she would allow the additional 30 days of interest free time, so that I don't incurred additional fees while I'm waiting for Square to reach their resolution by XX/XX/XXXX. XXXX also gave me a {$250.00} statement credit for my stress is restitution but I told her I need {$250.00} for every hour that I spent dealing with this situation or at least 10 times the amount of money that I paid which is {$19000.00} in reward points which would be XXXX reward points, and she declined. I asked her to escalate it to her supervisor, and her supervisor called me back, and told me that by no means could she do that either. Her name is XXXX. I've never been in a situation, trying to prove that I paid something and disputing a fraudulent dispute, where I have to prove that a disputed payment is a mistake and that I clearly intentionally made the payment!! The whole thing is preposterous. Please help me.

Company response to consumer: Closed with explanation