Consumer complaint received 2023-02-12
Company: Block, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
I had multiple unauthorized fraudulent charges on my cash app card. First one was XX/XX/2023 XXXX pm to XXXX XXXX XXXX XXXX XXXX for {$7.00}. Do not know what was purchased nor heard of this company it's for ap developers and I'm in construction. I haven't been given a receipt number, account number, transaction number, or any number from Cash App or Jet Brains. I did file a dispute immediately through the proper channels and did receive emails saying my dispute was going to take up to 10 days to contact merchant. I received emails from a Jet Brains representative saying that my fraudulent subscription was canceled and not charged to contact Cash app and they'll offer a refund. Cash app didn't listen to me and Cash app denied my dispute I believe 5 times now. And never contacted XXXX XXXX I've asked for document and have only been given a generic near empty page only saying my card was charged that amount that time with that company. They never even credited my account during the investigation or offered me contact information or who I can call or write to after emailing calling and talking to support on the app. All my emails are not accepted and sent back. The Second transaction was minutes later on XX/XX/2023 at XXXX XXXX  to XXXX XXXX For {$91.00}. and also an attempt at same time for roughly {$540.00} but I had locked my credit card before it was attempted also I didn't even have that much in the account. Nearly the same exact issues and same process or lack of proper process as described above is what has happened. The only difference is that XXXX XXXX initial email response was that they can not and will not help me or offer me any information about transaction or contact information to upper management or access/ Log in or any information to access the account even though they are needing to comply with XXXX.so who am I? They don't care.The facts that I have are that you need a XXXX phone number to create an account. I live in US. Also the app is not available in the USA nor compatible with this or any device I've ever used. Also Cash App card is not valid in the XXXX either. I was never credited back this amount or any. Have been denied dispute 5 times. They claim I took too long to report when everytime I go to support they do not acknowledge me at all until usually 2 days almost everytime and nobody calls texts or emails it's a generic notification through the app which I receive many and I do work and can't use my phone at work Nobody will help me even slightly from Cash App or Square or whatever when I call they won't transfer me and they simply say wait for ( so called ) investigation to complete. So then I do and now I'm over time limits because I can't get higher than bottom level bots or employees treating me as if stupid. from XXXX I have not received anything but unreceivable email addressess. I would like my hard earned money back immediately. And for these two companies to pay me interest and late fees for bills I couldn't pay. The money I had received that day was my paycheck I get weekly. Which now another complaint is in two years having this account I've only received money from 6 accounts. 3 of them have been employers which I pay taxes on and my mother my stepfather and my brother for gifts or emergencies. Cash app lowered my receivable amount to {$300.00} per every 24 hours when it clearly says on my account up to {$2500.00} per week no maximum per single transaction. I used to not have any problems. Now they regularly block transfers from my employer and my family claiming it's for my safety not to receive money from the most important people I need to send money. Now explain why I can't get my paycheck due to safety but unknown someone ) anyone can take money out of my account and that's okay. My final complaint with all this is now I have a merchant claiming they did not receive a payment from same account just last night when it says on Cash App it was completed that the merchant recieved the money. Again I can't get help. Thank you for reading my extensive, long and complex complaint. Please help me I'm exhausted from these instances and from working if anytime I open my card for a few minutes someone is going to steal it all. I can't access regular banking methods due to aankruptcy and lack of credit so I feel forced to deal with low-end institutions. Thank you again!

Company response to consumer: Closed with explanation