Consumer complaint received 2022-07-24
Company: Block, Inc.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, my daughter sent a cashapp transaction of {$150.00} to me but she accidentally sent it to my old cashtag instead of the new one that she had created for me months ago when i got a new phone. The next day after realizing the transaction still had not come through we started looking closer at why. When she went back on her cashapp she asked me to verify mine. Upon doing so is when we realized the mistake. She immediately reached out to her bank to find out if she could cancel the transaction. She was initially told that the transaction had to actually post and then she could file a claim. I in turn reached out to cashapp support and filled out all of the info requested, my name, old cashtag, new cashtag, etc ... .I provided everything that they asked. My first complaint is that it took hours for them to actually respond. This went on from Saturday to Monday. On Monday, I finally was able to get someone on the phone, who basically asked me to repeat or give all the info that had previously given over the course of the weekend. I was told that a decision had been made and due to security reasons they could not do anything further. I questioned the " security '' reasons because i was the one who provided all of the secured info that they requested. Again, i was told there is nothing further they could, they had resolved the issue and the case would be closed. My response was the case is not resolved, there is a {$150.00} in limbo and you have not even offered me any solutions to give to the sender. They then told me that the case is closed and they would be happy to assist me with anything else. At this point I'm furious! the case is not resolved because my daughter is out of {$150.00} and so am I because she was reimbursing for an expense that i had covered for her the previous week. By now I'm livid and i feel like they give you the run around purposely so that they can keep your money. My daughter reached out to her bank again because by now the transaction has posted and the money has been deducted from her account. Her bank XXXX told her that it is the merchant 's ( cashapp ) responsibility to issue the funds to me. I have threatened this entity and still no one has tried to resolve this issue for me. Also, when you're trying to resolve issues you're talking to a cashbot, not an actual person. The responses they send back are generic and not specific to your request. And when I finally was able to speak with someone they blew me off not willing to offer me any further info. Or to tell me what other info I could provide to them to prove that i am who i am and that this transaction was misplaced. 

My daughter 's bank XXXX said that if CashApp would issue a letter about the claim then XXXX would reverse it and refund her the money. Well guess what, my daughter reached out to CashApp for a letter and she has gotten no response, nothing! In this day and time who has {$150.00} to play with. I need my money. PLEASE HELP.

Company response to consumer: Closed with explanation