Consumer complaint received 2024-06-09
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc. (MO)

On XX/XX/year> at XXXX I wanted to cash app money to XXXX XXXX with the cash app.tag being XXXX and a message popped up saying that the payment was denied and I immediately went to my online banking and it showed the {$900.00} payment got sent to XXXX XXXX XXXX cash app tag XXXX within a minute of this happening contacted cash app and they told me there was nothing could be done .I tried to find out what this denial message I received was about and nobody could tell me what it was about and after getting hung up on and me calling back several times a lady said she did see were the money had got denied the payment.Now remember if I hadn't have put XXXX XXXX  name for the money to be sent to them how did it get denied, So I was advised to ask for a refund from the person the money got sent t and I could open a dispute and the XXXX support agent took the complaint and told me it would be 10 to 14 working days and I would receive a email, So that next day I called and didn't give my name but just asked if there was a way to send a payment to 2 people at one time and I was told no that was not possible .And when I explained what happen I got hung up on and that following Tuesday I received a email telling me my dispute had been denied and sent me a automatic response telling me how to send money instructions and my case was being closed.I reached back out to them to talk to a supervisor and explain I was not happy with the outcome and again asked can 2 transaction be made at the same time and she had a different answer saying yes it could.I told her that several of her support agents said that couldn't happen, Then they tried to blame my bank and I filed a dispute with my bank... Which is XXXX XXXX XXXX in XXXX  XXXX Mo XXXX So I make a new dispute up with Cash App and its the same pre written message that they must send everyone.So finally on XX/XX/year> I was put on the phone with a agent and he gave me information on the transaction times .A transaction to XXXX XXXX was made at XXXX and XXXX seconds and the payment to XXXX XXXX  was prossessed at XXXX and XXXX seconds.One second apart.There is no way humanly possible to make one payment and me to set up another payment in XXXX sec.The agent stated something was for sure wrong, maybe there was a glish in the system .I asked him to contact the dispute team and tell them that and he said he couldn't do that but escalate a new case and give me the case # XXXX asked him to let me see what he was writing in the complaint but he said I could just have the case number and by the next morning the exact email came back saying the same denial and instruction to send money.I sent a email wanting to know the reason for denial and then they came back stating they felt there was fraudulent activity.I couldn't believe it because the only fraudulent activity is on there end .They say nothing or want to address that XXXX XXXX name was entered, otherwise how or why would they send a message to me to deny payment and they have not ever mention the transaction could be processed XXXX sec apart.All these calls are Suppost XXXX be recorded and they need to be reviewed XXXX have contacted the BBB in California and I have been talking to A guy at XXXX who is Suppost to reach out to them.The BBB has a lot of complaints on this agency.But I am getting no where and this was my rent payment... Please can you help in this situation.