Consumer complaint received 2022-12-06
Company: Block, Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I was charged about {$250.00} to my cashapp XXXX XXXXXXXX on XX/XX/2022 while I was asleep to various XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) and the XXXXXXXX XXXX XXXX All in all, about 15 charges to my card were made.within a four minute time frame. As soon as i woke up I checked my cashapp and every last dollar was gone. I immediately reported the card stolen and reported the 15 or so charges as fraudulent. I hadn't heard anything from cashapp for a few days afterwards so I called them on the phone and they said I hadn't fully submitted the info needed so.the disputes had been closed. I don't understand how that was the case considering all the questions they ask are multiple choice and the app said it had been submitted, but nonetheless i submitted another dispute on XX/XX/2022. They again declined my disputes. So I called them on the phone on XX/XX/2022 ( because it says it takes 10 days for a response on disputes ) and they said the info was incomplete so I submitted another dispute for each transaction with the guy on the phone. This time, the following day I was refunded one of my XXXX XXXX charges to XXXX XXXX. Never heard a word about any of the others but since they ask for 10 days to review I tried to be patient and give them time to work. After about 5 or 6 days I called them to check on them and they said that it was abnormal, but the day after I submitted the disputes I was rejected stating in their email that " they verified that I had made the purchase and authorized it and that they processed the transaction. With the info from the vendor '' more or less. At this point I'm fuming because I have been at this with them for 2 weeks, and been declined on my disputes 3 times already. So I tell them I want to know what documentation was used to " verify '' that I had made the purchases since it was so.ludicrous considering one charge was to the XXXXXXXX XXXX XXXX Im.not even allowed to leave the US. So how could they have verified that I made the purchases. He informed me I would receive an email with that that info and I submit another set of.disputes for.the fourth time and I escalate the case. I tried to resolve the issue but you are unable to reach a single person at the dispute department who could.actually access the info yiu need to settle the business so I would write in the app to support and since they only respond once ever 4 or 5 hours, everytime you write them it's a different person who gets your case. And every single time they respond telling me to select the transaction im asking about then i select the transaction and then 4 or 5 hours later I haven't heard anything so I message them back, someone different answers and they say " pick a transaction '' and i start the process over. For days and days. I emailed the email that informed me the disputes had been declined and never got responses with any further info and how they " verified that I authorized the transactions '' whenever I was asleep, in the US and considering all 15 transactions take place within 4 minutes I doubt anything other than a computer ran my card that many times in that short of a window. So I try to dispute it all again and now we are way past the middle of the month, escalate the process again with an agent on the phone. Again declined for the same reason : they verified I made the purchase, which is ludicrous, and I again ask to see the documentation proving they were able to prove I made the transactions. I have written and disputed so many times and have not been able to understand how on earth tbey could try to stick me with charges that I couldn't ever make, let alone that I haven't ever made a purchase of that type ever. It's not consistent with my spending habits ( because I've never purchased time on a XXXX XXXX ), because I can prove my location and what type of device I use and they haven't been willing or able to provide me with what info they need so that we can wrap this business up so I can have my money back. There is no acceptable response other than refunding the obviously fraudulent charges. And the system they are using is obviously not very good because how they approved one refund from XXXX XXXX for {$53.00} whenever literally during the same minute another charge for XXXX XXXX to XXXX XXXX is made and the dispute in it gets denied. So how are you only going ti refund one of the two exactly identical charges that I'm disputing? Whenever my card was being used in XXXX, a place I can't even travel to, why wasn't some sort of safety check going off and shutting my card down? Like every other card around, and how are they going to hold me responsible for the charges that were made because such safety measures aren't in place? I didn't make these charges. There's no evidence that I did, mostly because I was asleep during this exact time, and I handled it exactly as I should have. Instantly reported my card stolen and disputed all charges made during that time. I don't understand. Doing this was a last resort, but I'd still like to see the documentation used to declined these disputes. I have only used their dispute process one time other than this i believe so it's not abusing the dispute system I'm trying to do, im trying to get the dispute system to work for me whenever I really need that money and because it's so obvious that the charges are not of my making.

Company response to consumer: Closed with explanation