Consumer complaint received 2022-07-22
Company: Block, Inc.
State: IN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
On XX/XX/XXXX I contacted their Chat Support after I became aware of fees I was being charged that were never disclosed to me and did not coincide with their Account Terms of Service that I agreed to when I opened an account with them in XX/XX/XXXX. Without my knowledge or consent they changed my account from a Personal to a Business account on XX/XX/XXXX. I incurred an exorbitant amount fees as a result of their non-transparent, deceptive, abusive, unscrupulous, and unethical business practices. Upon reconciling my monthly statements from them with detailed activity inconveniently placed & difficult to find in a Web Receipt for each transaction that I had to click on one-bye-one, I discovered that they do not truthfully disclose the fees on the statements to what actually occurred. The agent I chatted with originally stated, " We do not have a specific reason why the account has been changed however I can confirm that has been change ... '' The agent stated that per company policy he could reimburse me {$68.00} in fees as a one-time courtesy and switch me back to a Personal account. Their app and their website is misleading and omits important information about their accounts that any consumer should be able to access in order to make an informed decision about using their service. 
I contacted three Chat Support agents and one Telephone agent on XX/XX/XXXX that could not provide pertinent disclosures, terms or any relevant information to explain why CashApp is justified in its actions to charge me over {$600.00} in Money Receive fees since XX/XX/XXXX ( this how far back I've been able to research so far ). 
I randomly chose a date before my account type change and did discover that they charged me Money Receive fees that I should not have been charged as a Personal Account because their Terms state that Personal Accounts do not incur Money Receive fees ; however, I did. I set this account up for Personal use. I send and receive money to & from friends/family members. I have no need and would never have agreed to a Business account for my personal use. 
Without my knowledge or consent, they converted my account, charged me an exorbitant & undisclosed amount of fees, did not abide by their own Terms of Service that a user must agree to, and then masked the fees they charged me. How many other people have they done this to? The telephone representative I spoke with on XX/XX/XXXX informed me that CashApp does not allow its own employees to use its service/app. That would lead me to believe they've put that rule in place so they do not have disgruntled employees because they know how terrible their own service/app is. He also stated that because of this he has no knowledge of how the app works so that he can provide effective knowledge to customers. 
I have account documentation and screenshots of my Chat conversations that CashApp has the same access to that I can provide if requested. The extensive amount of documents include Monthly Account Statements, Account Transaction History, Web Receipts, screenshots of online Chat Support conversation, and personal notes taken during a telephone conversation.

Company response to consumer: Closed with explanation