Consumer complaint received 2023-05-13
Company: Block, Inc.
State: AL
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: Card was charged for something you did not purchase with the card

Complaint:
So I funded my cash app card with XXXX dollars. On XXXX that was to be able to place an order for delivery with XXXX. I went to place the order and it declined the transaction.and I believe also cleared my cart. So I went back to cashapp and the money was gone. I contacted customer support they said it was XXXX. And I went round and round until.finally a lady at XXXX corporate said she found the transaction said it was a ghost order. And that they were releasing the funds and it was up to cashapp to get the money back to me..so I go round and round with cashapp. They finally admit that it was them who had a glitch in their system.that paid merchants for transactions but didn't remove the money from my acct.. I never had any extra money in my account.and furthermore.i think it's highly unfair and maybe not even legal to them weeks later without notifying me to just take money earmarked for groceries. They denied it first and could have told me the truth because it has happened to many ppl according to walmart.who has tried to help their customers affected by this glitch even going to far as to have a three way conference call with XXXX cash app and the customer.but cashapp quit answering calls that included XXXX. They could have told me and shown me where the money wasn't received by them but instead they just decided to lie and be sneaky and I'm not having it. They have now taken around {$140.00} from me in the past few days.and the odd thing is that somehow my account is in the negative XXXX dollars and some change. If they can do that they could have posted a negative {$140.00} dollar balance.sent me an email called me or something..but back to the point is I don't recall my account having more money than it should have. It's crazy. It's also not my problem if you had a glitch and didn't take your money that is a you problem. If I preform a service for someone and refuse payment or say i got paid.and then try to go back 2 or three weeks later and say btw you owe me x dollars That ain't gon na fly..I know you guys have just finished litigation with cashapps parent company over their lackadaisical approach to fraud and other criminal enterprises. I don't think they learned anything. I would appreciate any insight, advise, input, intervention, or help of any kind you can offer. I'm not the only one experiencing this. Oh and also though cashapp knew they had a glitch they encouraged I guess one could say for me to dispute the charge with XXXX. There was no recorded transaction with XXXX. They did have that XXXX something dollar amount held. Anyway it's quite confusing and if someone would like to set up a time to speak over the phone so I can disambiguate and articulate myself to where it's easier to understand what has transpired I would welcome that.my number is XXXX thank you for your time.

Company response to consumer: Closed with explanation