Consumer complaint received 2023-10-25
Company: Block, Inc.
State: AL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I was trying to purchase plants from someone in XXXX XXXX. I sent the monet to the wrong person. I requested a refund and got no response from person who received the funds. I know the person and even tried to contact outside of cash app but no response. So I asked cash app to refund or reverse the charge. Multiple cash app agents refused to answer my questions and would end support chat sessions despite me explicitly saying multiole times that I still had questions. I also said I still had a problem I needed help with that was not solved and not to end the chat session. Evey support agent ignores what I said and also did not read what I wrote. At XXXX point an agent told me he was reading everything I typed and then proceeded to ask for information I had already typed twice. I pointed this out to then that they claim to be reading but asked for information I gave just XXXX messages ago. The agent then ended the session even though I was still asking for help. Each agent gave the same response and said they could not help me or give me any information about my problem. They wanted things like the legal first and last name email they use for cash app a phone number in order to help and with out them they claimed they could not help me. I explained I was purchasing from XXXX XXXX and I had no way of knowing a persons legal name or what email they used to sign XXXX for cash app. They said they could not give me any information on my problem so I asked for their policy to be explained. I asked why they thought I would know a persons personal information and why they can not help with our it. I also asked why it mattered that i gave the information and pointed out that it made no difference in the matter because whether I have that information to give or not I still sent money to the wrong person. So each support staff ended my chats passing me off to the next and claiming they can't help with out their requested information. They always placed the blame onto me that I was doing something that made them unable to help me. I think this is all part of their scheme to obfuscate the situation and make me feel helpless and give up on getting my money back. I feel gaslighted by them with their claims of safe secure transfers and that they have customer support that can help but even accessing the customer support is burried through menus. They also make it seem like you are receiving customer support by submitting a transaction for refund like it is being sent to cash app support for them to refund to you. But all it does is offer a method of requesting your money back from the recipient and does not alert customer support at all. You can already do this directly from the transaction list but this method disguises itself as being done by customer support and its not. Cash app also advertises they now have more secure transfers and help if it's needed to make sure your money is safe. That is not the case. I have never received any help from suppoef and only been told there was nothing they could do to help. It's so frustrating and I think it's criminal and fraud how cash app won't even read your messages and ends chat sessions repeatedly. They won't even explain their own policy or terms and agreement. I don't understand how it can be legal to misrepresent their business in this way and refuse to help customers. I don't know who else to turn to in order to get my money back.

Company response to consumer: Closed with explanation