Consumer complaint received 2022-08-12
Company: Block, Inc.
State: IL
Product: Credit card or prepaid 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:
This is in response to your complaint received on XX/XX/2022 by XXXX XXXX XXXX XXXX XXXX ( " XXXX '' ) and forwarded to our Executive Client Relations office, regarding your XXXX Virtual Wallet Spend account ending XXXX ( the " Account '' ). Thank you for taking the time to speak with me on XX/XX/2022, and thereatter. I appreciate the opportunity to address your concers. 
In your complaint and during our conversation, you expressed concern regarding a transaction that you performed in the amount of {$3900.00} to CashApp that posted to your Account on XX/XX/2022. You explained that you have filed a dispute with XXXX and attempted to reach resolution with CashApp but have been unsuccessful. You requested that XXXX look into this matter and provide an explanation in wnuing. 
XXXX reviewed your concern regarding this matter and determined the following : On XX/XX/2022, a debit card transaction in the amount of {$3900.00} from CashApp posted to the Account On XX/XX/2022, XXXX received a dispute from you regarding the debit card transaction referenced above in the amount of {$3900.00} from CashApp. The information provided in the dispute indicated that you authorized the transaction but only {$2500.00} posted to your account at CashApp and you're missing {$1400.00}. Upon receipt of this dispute, XXXX began an investigation into the disputed transaction. 
On XX/XX/2022, XXXX denied a portion of the dispute in the amount of {$2500.00}, as per the information you provided, this amount was received and posted to your CashApp account. Written notification of this partial denial was mailed to your address of record. 
On XX/XX/2022, in an attempt to recover the funds on your behalf, XXXX initiated a chargeback request through the XXXX XXXX to the merchant in the amount of {$1400.00}. 
On XX/XX/2022, XXXX received documents from the merchant confirming that the transaction was valid and processed as instructed. 
On XX/XX/2022, in an additional attempt to recover the funds on your behalf, XXXX initiated pre- arbitration through the XXXX XXXX with the merchant. 
On XX/XX/2022, the pre-arbitration was accepted. As a result, XXXX finalized the remaining portion of the dispute, and final credit in the amount of {$1400.00} was issued to the Account. Written notification of this resolution was malled to our address of record. 
On XX/XX/2022, XXXX received a dispute from you alleging an error related to the aforementioned CashApp transaction in the amount of {$3900.00}. The information provided in the dispute indicated that transaction was debited from the Account twice. Upon receipt of the dispute, XXXX began an investigation into the disputed transaction. 
On XX/XX/2022, based on the results of our investigation, XXXX denied the dispute as our records and a review of your Account history confirm that only one ( 1 ) debit card transaction in the amount of {$3900.00} from Cash App posted to the Account on XX/XX/2022. Written nottication of this resolution was mallec to your address of record. 
PC considers this matter resolved. 
Thank you for allowing me to clarify XXXX 's position in this matter. If you have any further questions regarding this issue, please feel free to contact me directly at XXXX. 
I am available Monday through Friday from XXXXXXXX XXXX. to XXXXXXXX XXXX, Eastern Time. 
Sincerely, XXXX XXXX XXXX XXXX XXXX Client Relations Member of The XXXX XXXX Services XXXX. XXXX XXXX XXXX XXXX XXXX ' XXXX XXXX XXXX

Company response to consumer: Closed with explanation