Consumer complaint received 2023-10-18
Company: Block, Inc.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, a relative sent a {$52.00} payment to me via CashApp. I replied to her with a XXXX ( ) symbol that I could see her transaction. I was unable to " cash out '' the transaction and have the funds, less the fee for instant access, deposited to the checking account I have on file. I tried going back into the CashApp account to see where the funds were as they never posted to my account balance or allowed me to cash out to my bank account as I have done countless times over the years I have used CashApp. Because I did not receive her funds, I opted to send her {$52.00} in my own transaction to her that goes into one of her different bank accounts. She needed the funds right away so I sent to her and would follow up with CashApp regarding the missing funds she sent me initially. I contacted the CashApp chat on XX/XX/XXXX and was told to wait up to XXXX hours for payment to post to my account. I continued to check my CashApp account, contacted my bank and followed my bank statements and no funds were received. Followed up with chat XX/XX/XXXX and after being told that the funds were sent to me which I disputed, CashApp 's 'Advocate ' researched and confirmed i did not receive the funds because they were returned to the relative in error by CashApp with no further explanation. They asked that I reach out to the relative to confirm that she received the reversal. She did not receive the reversal of original funds from CashApp, only the separate transaction from me of the same amount. She called the Support # I provided per the chat and called CashApp. She was told that she received her original funds back which she did not, only the separate payment that I sent her. Frustrated on her side, I called the CashApp support center via phone. Spoke to " XXXX '' who verified my identity through their link process and he stated that I received the funds which I disputed and he then changed and said that the relative received. When I asked who received the reversed funds that only shows debited from her account, he advised he was closing my case. I asked for my case # which her refused to provide. I asked to speak to a manager which he refused to provide and hung up. I called again and spoke to " XXXX. '' Explained situation again and asked for supervisor, phone # to corporate office and case # XXXX opened. He placed me on a few minutes hold and disconnected the call. I called a third time and spoke to " XXXX ''. I explained previous two reps hung up and that I was frustrated dealing with their reps and asked for supervisor and case # 's that XXXX and XXXX opened. XXXX proceeded to tell me that that I had not been verified, which I had with XXXX and XXXX. XXXX became extremely confrontational and condescending and made advised me I had to be reverified as I was in " a different area now. '' I scanned my driver 's license multiple times and took a current pic upload. He denied receiving and when I asked for a supervisor and case # he argued that he could not transfer me to a supervisor, refused to provide me the case # 's, and only then stated that he DID receive my verification info. I requested a supervisor multiple times and he disconnected the call. 

Not only has CashApp committed fraud by illegally holding on to consumer funds, they also established a pattern of denying responsibility and failing to act legally regarding customer disputes. 

I am asking that completed fraud investigation be conducted against CashApp and its practices of falsifying information to consumers like myself and my relative who still do not have the funds they deducted back. 

***I have the full chat available however you upload has a size limitation

Company response to consumer: Closed with explanation