Consumer complaint received 2022-08-22
Company: Block, Inc.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Cash App 's account and debit card offer " Boosts '', cashback offers at various stores or other vendors, and accounts are limited to having one active at a time. An activated boost shows up on the " Cash Card '' screen of the app along with other card info. As the expiration of a boost approaches, the app shows how much time is remaining, and in my experience when a boost is expiring within a few hours or minutes, it will show " Expiring Now ''. Once a Boost has expired, it will remove the Boost from this screen and prompt the user to add a new Boost. 

On Saturday, XX/XX/XXXX, I had a Boost active for {$1.00} off each XXXX ( XXXX XXXX XXXXXXXX Subway ) ride. As I hurried through the subway station to catch an arriving train, I took a quick look at the app to ensure the Boost was still active. The app still showed the Boost with " Expiring Now '', indicating it should still be active. I used my phone to pay with the Cash App card at XXXX XXXX. 

Following the payment, the app acknowledged my subway fare payment of {$2.00}, but not the {$1.00} back, as it typically does when the Boost is successful. 

I followed the in-app steps to try to get the Boost applied to my transaction, but received a message stating that I did not have a Boost activated at the time of the transaction. Double-checking the Cash Card screen, it still showed that the XXXX  Boost was active. While I was unable to take a screenshot, as doing so is restricted by the app, I was able to take a photo of the screen at XXXX with my partner 's phone. 

I opened a conversation with Cash App 's Support team later that day, indicating my issue. I was given instructions to submit the transactions to review that I could not complete. I was instructed to follow the same steps I had taken previously to try to get the Boost applied to the transaction but select " Submit for Review ''. However, I was unable to submit it for review, as I would encounter the same message stating I did not have a Boost activated when the transaction occurred. 

I responded the following day ( XX/XX/XXXX ) noting that I could not submit it for review and provided the photo showing that the Boost was active even after the transaction. I received a reply from Support the next morning ( XX/XX/XXXX ). Support 's reply first restated that I had no Boost applied at the time of the transaction. After pressing them on why the app still showed the Boost as active, they stated the Boost had actually expired at XXXX, while my transaction had occurred at XXXX. Again I pressed them on why an expired Boost would show as active, and was told it could have been a 'glitch '. I noted that they should be responsible for fulfilling the Boost, as the glitch is a problem with their own product, and I should not be at fault or suffer a loss due to it, but they would not budge. I noted that this was a simple matter of refunding me {$1.00}, but they were unwilling to even do that as a courtesy. I informed them I would be filing a CFPB complaint if it was not resolved, and was told they had no additional information they could provide on my issue.

Company response to consumer: Closed with explanation