Consumer complaint received 2021-10-26
Company: Square Inc
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hello, I am here with a second complaint for the company Square. I made the first complaint on XX/XX/2021 to CFPB which I have quoted below. The CashApp Square bank keeps awarding the merchant the claim when I have shown proof that she did not render services and lied and manipulated paperwork. I feel as though because she is one of their customers on the business side and they dont want to lose her business they are siding with her. This makes no sense. I have sent screenshots of clearly where she has said different things from her website and email/text messages and has changed the address without my knowledge. They keep allowing her to review the case and that is not fair because Im not the one scamming here, the merchant is. Why would I want someone who stole money from me, lied on me, lied to me, and manipulated paperwork to cover her own mistakes? Im thinking either they have shady business along with her or they are not carefully reading my evidence that I am sending in. Something needs to be done about this matter! I even have screenshots included where she manipulated her website to make it fit and look like she is in the right. I have the screenshot from when I booked where it says she would come to my location and also where after she lied and took my money she attempted to change it but left the part on there where she says she comes to you. I really need this investigated. But as stated earlier I have attached my original complaint I sent to you all. 

Complaint number XXXX On XX/XX/XXXX I contacted a company called XXXX XXXX XXXX XXXX XXXX before booking to ensure I had correct information. I stated to her I seen a special online on XXXX for a XXXX XXXX for me and a few of my friends. She advised me to go ahead and book which I did that same day. She contacted me letting me know that with XXXX I would not receive all the services so I canceled with XXXX to book directly through her site. I waited a few days until XXXX refunded my order to place the order through her direct website. Once I received my refund from XXXX, I proceeded to her website and booked the event for {$420.00}. I read the description and it stated verbatim You can choose services and if you need our location with party coordinator which she has went in on the website and tried to change but I have the screenshot of before and after she changed it without my knowledge. While I was on her website attempting to book the service I seen where she asked for customers location, so before proceeding I called again to ask if she would be traveling to us because what other reason would you need my address? She replied yes and I said great I will go ahead and book I just wanted to clarify. We hung the phone up and I proceeded to book. I received an email with all information including what, when, duration, price, and where. In which all of this information is the information I provided her with when booking on her website. I have the screen shots of that as well. She also changed that information without my knowledge because in the screenshot she sent me it states that you can edit booking and it is not the same address I gave when giving her my booking info. The address I gave her to come to which is also included in the booking email is XXXX XXXX XXXX XXXX XXXX XXXX but she changed it to another address without my knowledge which I now figured out is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX. It is not good business to change info on a service booked without the customers knowledge then blame the customer for your mistake and lie about it. I contacted Cashapp with info about disputing the charge and sent them everything over proving I was being taken advantage of because she clearly changed her information after the fact she found out she was wrong. They offered me a provisional credit but eventually awarded to the business which I feel is not fair because there was information changed on her website and booking site without my knowledge after I received the information she gave me from the beginning. To me first impression is everything. I would have never decorated or cooked food for the event had I been aware it was going to be held at another location. This is two businesses taking advantage of a customer with valid evidence You can not tell a consumer one thing then go behind their backs and change it. If you would look at the email screenshots you will see the dates as to where she changed it from one location to another. Also, another screenshot is where she sent me a screenshot of her address where it clearly says edit booking and that is what she did prior to sending to me. Because my original email from the day I book XX/XX/XXXX has the booking address I gave her. There is a two part screenshot for the booking email I received before it was changed without my knowledge, I couldnt fit it all in one so there are two images.

Company response to consumer: Closed with explanation