Consumer complaint received 2024-08-28
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc. (TN)

Complaint Regarding Unresolved Dispute with Cash App Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Cash App regarding an unresolved dispute that has left me without access to funds that were wrongly deducted from my account. 
Details of the Issue : On XX/XX/year>, I attempted to make a purchase at a XXXX store using my Cash App card. The transaction process encountered several issues : The first attempt at payment was disrupted when the register froze.I was directed to another register, where I attempted to pay two more times, but both transactions were declined.Despite these declines, I later discovered that the funds were deducted from my Cash App account.I was advised by the store employees that since the transactions were voided or interrupted, the money would be returned to my account within a few business days. However, this never happened.I contacted XXXX, who confirmed that the transaction was voided on their end and that I should contact Cash App to resolve the issue. Despite providing a detailed statement to Cash App, where I informed them that the employees and manager would explain and corroborate my statement and confirm I was not able to leave with any merchandise, my dispute was denied without what I believe was a proper investigation. 

Concerns : Cash App has failed to conduct a thorough investigation into my dispute. They did not contact XXXX to verify the situation or review any available video footage that would clearly show I left the store without the items.I have had to follow up multiple times with Cash App, and despite the evidence I have provided, they have not resolved the issue.This is not the first time I have had a dispute denied by Cash App. A few months ago, I filed a dispute regarding a {$50.00} transaction with a restaurant that had a former owner running a website that was identical to the pub, sent confirmation of to go order placed and instructions on what to do upon arrival, and gave directions which all seemed to be legit until I pull up to a persons house in the middle of the field. The homeowner was actually the current owner of the pub and looked at all of my email, texts, and website and agreed it was exactly like the site with the exception that the menu items were old. She did not locate my payment in her Square account and stated that it seems someone else was using her bar to scam people out of money. She was unable to refund me because she did not receive the payment and I had an abundance of documentation to show this situation as well but it was also denied. Another concern is that you can not contact them by email. I have requested a general email for the department that handles disputes and also complaints and was not given one. When you do call for help they will not escalate the call to anyone in management for you. So it is almost impossible to get a resolution when assistance is needed from someone of higher authority to make decisions on complex situations.

Resolution Sought : I request that the CFPB intervene to ensure that Cash App properly investigates my dispute and refunds the amount that was wrongfully deducted from my account. I believe this situation has not been handled with the level of diligence required, and I seek your assistance in resolving this matter fairly.Thank you for your attention to this complaint. I am happy to provide any additional information or documentation you may need. 

Sincerely, XXXX XXXX XXXX XXXX