Consumer complaint received 2023-05-08
Company: Block, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
*NEW CASH APP EMPLOYEES SCAM* On the XXXX of XXXX I used the Cash App card for a purchase amount of {$72.00} at " XXXX '' XXXX 
That amount was taken from my cash app balance that I specifically transferred over from my XXXXXXXX XXXX XXXX. The items were delivered within the next few days to one week. 
Today my cash app balance was {$7.00} and I transferred money from my XXXX XXXX XXXX into Cash app in the amount of {$50.00} bringing my total to {$57.00} and I made a purchase. I then transferred {$100.00} from my bank to the Cash App card minutes after. I refreshed the Cash App but my {$100.00} was missing. And instead my balance was {$28.00} meaning that {$72.00} was taken from my account. This is my yet another scam from Cash App companies by its employees that I have began to recognize as a pattern. A week ago my balance was {$12.00} and again I made a transfer but after I refreshed my cash app I noticed it was {$9.00} short. I was able to call and speak to a live person and the person told me that there was a transaction that, " XXXX '' put an authorization on the amount of {$9.00} but decided to release it back into my account and I supposedly used it and so a month later they were taking it out to repay " XXXX ''. This individual emailed me images of my transactions and the highlighted areas showed these supposed issues and I asked if there were any other of the same kind of issues and the agent checked very thoroughly and said they were none, however today chatting with an agent online they attempted to use the same premise with me about my {$100.00} deposit and I explained that I 100 % did not believe them and that I had already been given this speech and I was already told there were no other incidences like this and that the other agent had given me transaction record, but this agent " XXXX '' offered me no solution or help and maintained that there is nothing else they can do so my money was gone. 
For such a larger amount I insisted that I be refunded that they were falsifying records and finding yet another way to take money from people fraudulently. I contacted XXXX and XXXX said they were paid on the XXXX of XXXX through the XXXX of XXXX for these purchases and gave me dates and times amounts and transaction numbers and that they had not reached back out to Cash App company to complain about not being paid. The agent also escalated this to the financial department who will get back to me this week but from what she could see I didn't have an outstanding balance through my financial institutions for any purchases. 
In the past years if I became negative with the Cash App company, it would show up whenever the page loaded right away. Neither transaction that I spoke of showed a negative balance on my cash app page nor did I get any communication from their company regarding this happening. 
These people must be stopped and I recommend that their company be closed down.

Company response to consumer: Closed with explanation