Consumer complaint received 2023-05-19
Company: Block, Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
To whom this my concern, On XXXX XXXX I was sent a notification from cash app stating that my ach debit has been completed. I checked my account and the money was taken out that night. Now the problem here is that I made a complete payment on Thursday through XXXX for my ach that was completed on Friday XX/XX/2023. I saw my account balance go down on Friday XXXX. I called cash app they were not seeing a double charge and I also called XXXX which then they tell me they dont see a double charge either. This was for the amount of {$100.00} that just went missing from my account with any any paper trail. 

On XX/XX/2023. I received 2 cash app notifications saying that my transactions have been updated and then were taken out of my account on XX/XX/2023 again. When I went to my account history I do not have any evidence on where any transactions were updated. WhenI reached out to XXXX where those charges were coming from, I was told that they do not see any double charging on their end either. 

I finally reached out to cash app customer service and they were actually not willing to help me at all. The first time I called they told me they would give it to the dispute team but they cant help me any further. I told them to have a manager call or email me because I need to know where my funds went. 


I did speak with a cash app manager and they told me this : Hi XXXX, Thank you for reaching out. My name is XXXX, Cash App Support Manager, and I will be happy to assist. 

We understand the importance of your funds. A technical error that occurred between XX/XX/2023 and XX/XX/2023 impacted one or more of your Cash Card transactions. 

During that time, merchants that you used your Cash Card with successfully received payment ( s ) ; however, the funds were not deducted from your account. As a result, your account balance was temporarily higher than it should have been because your payment to the merchant did not decrease your account balance. 

We can confirm that an impacted transaction due to the error occurring between XX/XX/2023 and XX/XX/2023 has been resolved and your account has been adjusted to reflect the correct balance. The funds deducted from your account were the funds you previously used to make a payment with the merchant, but which were then incorrectly returned to your account due to a technical error. 

The balance you're seeing now reflects the amount we deducted to recover these funds and successfully complete the payment. 

You can view all of your Cash Card transactions in-app and online in the Activity tab. Your card transactions in activity will say Cash Card below the merchant name. 

To view your Cash Card transactions in-app : 1. Tap the clock icon in the bottom right corner of your Cash App home screen to open your Activity tab 2. Scroll down to see your Cash Card transactions 3. Tap a payment for specific payment details To view them online : 1. Sign in at cash.app/account ( https : //cash.app/account ) using your email or phone number 2. Scroll through the Activity page to locate your Cash Card transactions 3. Click on a payment to expand additional details If you believe there is an error, please let us know and we can further investigate. 

If you have any other questions, feel free to reach back out to Cash App Support. 

Warm Regards, XXXX This is actually not true at all. I always check my account balance before and after making a purchase. I was charged on my account and then cash app came back into my account 2-3 weeks after my purchases were completed and took my money. Not only did they take my money but they are claiming that we all received refunds for the funds the took out when we werent. 



They double charged my for my 2 XXXX orders that were placed on XX/XX/XXXX and XXXX and also for my XXXX direct debit for XXXX. No one from cash app is helping and this has happened to thousands of people this week. CASH APP took peoples money for no reason stating an error when it wasnt one. They did not even send anybody any email correspondence regarding this matter or anything. People lost more than me. 



When I asked CASH APP to send over documentation supporting their claims and showing proof of this error I have been ignored since. No one is responding back. My card stays locked so no one can come in and charge my card so cash app went in and updated transactions to then charge my card twice. I am so sorry for how jumbled everything sounds it CASH APP is stealing money from their own customers and not telling up where is going. The took almost {$300.00} from me unexplained. Their updates dont show on our bank statements. My bank statement shows my payment went through on the 1st when their claiming it did not. 

I need help. Cash app is stealing in front of our faces illegally then they give us this prompted script about tech issues but can not show proof of anything. I am coming to you today in hopes we can take this to a judge and give the people back whats rightfully theirs. 

If you go on XXXX and XXXX you can also see other people this has effected. You will also see that cash app support is not helping them either. Cash app is giving us the run around with our money. If you would like I can send you links and screen shots of the social media post. 

I will like to also state that this is happening to a lot of people who solely use cash app. This is meaning that we do not have another bank attached to our cash app account. 


When I called on XXXX XXXX. I was told that they made a dispute claim on my behalf and that it will take up 10 business days for me to hear back from anyone. Well as you guessed I didn't hear back from anyone. I call today XXXX XXXX, and I am told that there was never a dispute put in process for me and the agent notes only stated that I called for information on a transaction. I then asked for the reference number to that first call I made and the agent stated to me that they could no longer give me any information and that they have to disconnect the call. 
Cash app has yet to send any real proof of this tech error and the statements they sent me are inconsistent. I already sent a letter to the cash app Dispute Arbitration office.

Company response to consumer: Closed with explanation