Consumer complaint received 2023-08-04
Company: Block, Inc.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I have had tjis transaction problem with cash app and its reps since XX/XX/2023 my sister inlaw had sent me money in the amount of XXXX dollars to my cash app so i could use my debit card with them for the purchase of a washer and dryer at XXXXXXXX XXXX XXXX XXXX  illinois which in the process of the purchase there was a glich ither with the internet there our the card and app anyhow the purchase did not go through on there end and the money now somehow is just gone cash app staits it was recieved by XXXX  which my app said as well well long story short the washer and dryer did not get purchased and we had to leave without the money as well do to XXXX  checking thier system for my card and for the money to see it didnt go through i then had the mannager give me co tact info to them and thier financial department she did so with no problems i then contacted cash app creating a dispute in the app as i couldebt call because they was closed for the weekend come monday i reached out to cash app about dispute and my problem they then denied the dispute so i contacted XXXX XXXX XXXX financial rep once again when in process of this she had looked for transaction details and not one thing found for the card purchase or the money being rendered bye thier system as i explained to them the issue i was having with cash app the rep had complied and subbmited a letterhead of thier summary staiting thet i had not recieved money from them for purchase refund nore thet any products was rendered bye me along with thier contact info name and personal number and email addres as well for them incase they had any descrepiencies again after starting another dispute for this issue even though i had done all this getting documantation for the problem they still denied my dispute for the XXXX dollars i continude to submit these disputes till this date for this calling and explaining all the problem and even did what theyrecomended on thier own site to reach out toXXXX and ask directly for refund as i did on the app and submited a refund to them as i have proff it was to be refunded vye them cash app stoped the refund and closed my account with them all for following thier site critieria as i have called asking why they stoped the refund back to me and why my account was closed they responded they could not tell me as then i asked for a XXXX they staited they was all bussyas i asked for a corperate office number they didnt have XXXX and was rudley hung up on there is no way of getting ahould of anyone but tier help reps which ither bye email or phone call you get the same thing i am at ends with this issue its not like it was XXXX dollars are something but i have gotten no where with cash app they have not called the rep fir XXXX XXXX nor would they take any info when they themselfs tried to help me resolve this bye calling in too cash app and got the runaround as well so here i am i have all documintation still for all this and this is step XXXX in my ongoing problem to be resolved hopefully i am taking other steps to this as well for a hope thet this gets resolved.

Company response to consumer: Closed with explanation