Consumer complaint received 2023-12-14
Company: Block, Inc.
State: KS
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX  I called Cash App to report a dispute over 40 transactions happened within one minute of each other or at the same time direct company called XXXX. I have no affiliation with that company. My wallet or phone or personal items were not lost or stolen. I looked up the company online. It is some form of scam or something related to XXXX, which I do not have a XXXX account and I explained that over the phone and when I called the transactions were happening in real time as I spoke to the customer service rep on the phone when I filed the complaint, I stayed on hold for about an hour because I assumed that the representative was going and filing a dispute one by one the account was locked The merchant was blocked and I was told to wait for the dispute. I explained the urgency and getting a refund. I waited a few days I called back to check the status. I was informed that there was nothing that they could tell me at that time after I received several emails asking me to prove my identity which I did I took front and back pictures of my drivers license and I checked the app and it told me my identity had been verified. I then called back to speak with a customer service rep to verify. I did not have to respond to the mini email sent. I was told one email was good enough I said OK we moved on days past I call again Im trying to check again. I wanted to speak to a supervisor I was denied. My request in the phone was hung up in my face, I called back I try and explain whats going on as Im doing this I check the account I see I received a partial refund but not a full refund that particular customer service representative went in the 15 transactions that were left undone were resubmitted on XX/XX/XXXX at that time again I requested to speak to a supervisor a live person I was then forwarded to a manager name XXXX. She was very nice helpful understanding verified that my claims have been submitted that she did not understand why they werent all done on the same day. She apologized for the inconvenience and said again unfortunately the process will have to start all over again, but youre taking care of if I needed any more further assistance to please respond to the email that she sent me and it will come straight to her that was earlier in the day by the time I got home that evening I received 15 emails asking me or telling me that my account is being closed because I didnt verify my identity but I did I verified my identity twice on XX/XX/XXXX two times sent both my drivers license and the picture of my face they close the account. The new card that was sent to me in the mail that only had for three days was turned off I called back asking why is this so Im emailing Im not getting direct responses. Im getting robotic responses if Im not talking or speaking to a human no one answer my questions. No one is seeing notes on the account. The only thing that theyre saying is theres nothing that we can do we dont see anything we dont know anything and the dispute that I just filed on XX/XX/XXXX was now closed because they said I did not verify my identity but I in fact did the customer service representatives unfortunately said they dont see any note about the several calls that Ive been making since XX/XX/XXXX up until today XX/XX/XXXX. They denied my request even though they did the same investigation with the same company from the same day same time and they already refunded me part of it. It just wasnt done at the same there is no reason why the second half of what they didnt do was denied and Im not getting any responses back, they refusing to answer any questions saying that the case is closed yet that they did not verify that I am sent in my information I have email showing that and that I spoke to someone who verified everything we spoke to on the phone. I advised that they should listen to the phone calls of their recorded from the mini days that Ive called im still not getting any responses back, and I would like my money refunded back to me as soon as possible.

Company response to consumer: Closed with explanation