Consumer complaint received 2022-04-13
Company: Block, Inc.
State: IL
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:
I attempted to use my CashApp card at XXXX on XXXX XXXX XXXX XXXX XXXX, MO to prepay at the pump for gas. The transaction was declined at the pump, a receipt stating such was printed out and I retained. I then went inside to prepay for {$20.00} of gas, at which time the card was declined again. Upon checking my balance on the app I could see that {$63.00}, which was the whole balance that was on the card, was pending to XXXX. I inquired to the attendant who immediately asked me if it was a CashApp card and informed me this happens all the time, which is why they have signs on their pumps that say not to use cashapp cards to pay at pump. I obviously missed those signs. She said there were no transactions on record of any gas being bought at that pump or for that amount. I immediately disputed the charge with CashAppp. I returned to the gas station the following day and spoke with the manager who again confirmed there was not a charge for that amount at or around the time i was there. She told me it happens daily and to give it 10 days to see if CashApp would refund the money. She also explained that it was because XXXX holds {$100.00} when a card is swiped at the pump, since I did not have {$100.00} in the account they declined the sale. However, since there isn't a final amount to deduct from that {$100.00} hold, it gets stuck in CashApps system waiting for that final amount, which in my case, isn't coming. I again reached out to CashApp via their customer service messaging service as the phone number has yet to work. I was instructed to open a dispute for the transaction, which i had already done, and to wait for any further information/requests. I received an email acknowledging the dispute, that was it. I again reached out to CashApp after 10 days via the messaging system as the phone number was still not working. I was then instructed that I had to fill out a dispute form to receive any refund and they did not have any record of the first. I told the next person I chatted with that i had an acknowledgement for the dispute. I was then emailed by someone named " XXXX XXXX '' stating that they had closed the dispute because they hadn't heard back from me within 3 days. The only communication i had received up until then was an acknowledgement of the dispute that did not require any additional information. In fact it clearly states on the email not to reply. She said they would reopen the dispute and gave me the case number. Countless attempts have been made by myself to cashapp to refund the money, now they just flat out refuse to speak to me concerning the matter. I have filled out the dispute form twice now. I've sent copies of the receipt stating the transaction was declined. XXXX has no record of a charge for {$63.00} at or around that time. XXXX has reached out to CashApp several times trying to rectify this problem as it, according to them, happens daily. I just want my money back, I've provided the proof the declined transaction. This is flat out theft on CashApps behalf.

Company response to consumer: Closed with explanation