Consumer complaint received 2023-11-05
Company: Block, Inc.
State: TX
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
This is the information I sent to Cash App regarding unauthorized charges. 

I am writing to dispute all the charges from merchant XXXX XXXX XXXX, and XXXX XXXX in the amount of {$2200.00} to my Cash App debit card account from XX/XX/2023 XX/XX/2023. The charge is in error because I didnt buy, used, request any services and/or give any authorization to anyone to use this merchant in anyway. 
The beginning of XXXX is when I noticed the charges because I was the full-time caregiver for a family member that passed away in XXXX. Also, I also work a full-time job, so I didnt notice the charges until it was time to pay my rent in my checking account and realized my money was gone. I immediately reached out to Cash App for assistance and was advise I can dispute the charges in the app, which I did. However, when I disputed the charges, I submitted one request to dispute all the charges for the merchant, like I can do with the bank to stop that merchant from getting anymore additional payments. I received 2 refunds on XX/XX/2023 and noticed I didnt receive anything more so on XX/XX/2023, I reached out to Cash App again through the chat and asked what was going on with the rest of the dispute and sadly, learned that I needed to dispute all the charges individually. I called Cash App Customer Service at XXXX to see if there was a way to dispute the charges as a group. The representative advised no ; however, she could submit the dispute the charges over the phone on my behalf. Later, I received text/email that I needed to verify my identify, to which, I thought I submitted all of them but apparently, I missed one or some and immediately received an email stating my Cash App account was closed because I didnt verify my identify. Again, I immediately contacted Cash App chat and explained I thought I completed them all and I was driving so I needed to re-open to submit the information again. I was told in the chat ; I should be okay, and I submit verification again. To my surprise, I immediately to getting dispute denied. I once again reached out to Cash App chat, and explained there was an error, and I didnt realize I missed one of the verifications. I was told my account was closed, I needed to contact the merchant directly and I had violated my account and they were unable to give me any more information. I think the chat only give bot responses because I asked for a manager and received the same message to contact the merchant directly, my account is closed, and I violated my account. I asked what the violation was and once again advised they are unable to give additional information. I first attempted to contact the merchant XXXX directly, however, there is not contact information showing on the Cash App transactions and no information for this merchant showing online in my search. I have begged and pleaded for Cash App to assist me ; along with submitting numerous disputes for all of them to get immediately denied ; over and over and over again Cash App has disappointed in this situation. I have requested the documents Cash App used to make their decision weeks only to receive weeks later a single page that has nothing on it but the same transactions that I was disputing. I have gone so far to even file a complaint with the XXXX, for Cash App to respond they are unable to release and/or give information for security reasons but would email me directly. I received the email directly and it has repeatedly been the same information. 
I am also confused by the total over all charges with the merchant is {$2700.00}, however, {$510.00} has been refunded/reversed back to me. Unfortunately, the unresolved amount is {$2200.00} is still outstanding and no one with Cash App is willing to investigate the transactions on my behalf. 
I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement.

Company response to consumer: Closed with explanation