Consumer complaint received 2022-12-19
Company: Block, Inc.
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
CashApp allowed for ( 5 ) fraudulent charges to be applied to my account- ( 3 ) of which were from the same vendor ( which wouldve resulted in a fraud check call/text/email from every other banking institution I know ). I called in for support to only be told by ( 6 ) agents and counting ( all calls resulting in the agent hanging up on me ) that CashApp MUST allow all fraudulent merchants to steal the money from their customers first before they will assist them. THIS IS NO WHERE MENTIONED IN ANY POLICIES OR PROCEDURES READILY ACCESSIBLE TO THE CUSTOMERS ONLINE. I was also told by all ( 6 ) agents that I would own the responsibility of calling back to dispute any of the charges. I was also told that whenever I called in to dispute a charge, I'd have to wait up to 45 days for a resolution. When asking each agent where I could find all these policies and procedures is when they told me there was no further info to provide. I asked for mgmt and I was hung up on each time. I have the calls recorded. I mentioned that I cited on their website language that specifically states : " Dispute a Purchase The quickest way to resolve an unrecognized transaction, or an issue with a transaction you do recognize is by contacting the merchant directly. If theyre unable to help you out, were here to help. 
Unauthorized Payment If you noticed a XXXX XXXX payment you did not authorize we recommend contacting the merchant immediately to cancel the pending transaction. '' There is no mention of refusal to make stop payments on pending charges, no language that charges must go thru first before they can help. No mention of time specs for resolution. 
As well, there is specific language on the CashApp website that states : " Cash App monitors your account for anything that looks out of the ordinary. If a potentially fraudulent payment occurs, we cancel it to prevent you from being charged. When this happens, your funds will instantly be returned to your Cash App balance or linked bank account. If not, they should be available within 13 business days, depending on your bank. '' This language directly conflicts with what I was told. As well, I asked repeatedly where I could find the policies/procedures that stated they must wait for their customers to be robbed first before they can jump in to help. I was refused/ignored. I asked repeatedly to see where it states it can take up to 45 days to resolve. I was refused/ignored. One fo the recorded calls you will hear the agent contradict themselves with word play,,,,, " oh it wont take 45 days, it can happen much sooner but it can take 45 days but it wont take that long ... .. '' ( like what????!!!!! ) Bait and Switch! 
Repeatedly by all 6 agents I was told to reach out to the merchants myself. It even states on their website that contacting the merchant who stole the funds as being the easiest way for a resolution. Here 's the tactics they play : when credit agencies tell us this, they do so because they know they supply addresses, emails, phones # s, etc. CashApp knows that they provide XXXX so why do they keep telling their customers to take this action. Soooooooooooo disingenuous. 
Even moreso, how does this company who has thousands upon thousands of ( 1 ) star reviews and FORMAL COMPLAINTS all referencing like tactics and consumer neglect yet still boasts an A+ rating ... ... ... .... should we be investigating XXXX too?

Company response to consumer: Closed with explanation