Consumer complaint received 2024-01-10
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: Block, Inc. (TX)

I conducted a purchase on XX/XX/24 online at XXXX  using a link provided by cashapp so that I could participate in a cashapp promotion that applies a 6 % discount to the transaction. 

The total purchase before the 6 % promotion was in the amount of {$280.00}. I received via text on XX/XX/24 a confirmation from cashapp that the transaction total was {$260.00} after application of the 6 % boost. 

I later received a text message from cashapp on XX/XX/24 that {$69.00} was spent at XXXX and I received another text message from cashapp on XX/XX/24 that {$190.00} was spent at XXXX. I did not initiate these transactions at XXXX on XX/XX/24 but since they totaled {$260.00}, I was confident that they were related to the transaction conducted on XX/XX/24. 

I later received a text message from cashapp on XX/XX/24 that informed me that my transaction at XXXX was updated from {$260.00} to {$81.00}. 

After receiving this text message on XX/XX/24, I reached out to cashapp via their chat feature to inquire about the transactions. While researching the transaction with the cashapp representative, I was informed that the settled transactions included one in the amount of {$86.00} and one in the amount of {$190.00}. I was further informed that the transaction in the amount of {$86.00} had the 6 % cashapp boost applied which adjusted the total to {$81.00} and the transaction in amount of {$190.00} did not receive the 6 % boost. I then asked the representative to simply apply the boost to the {$190.00} transaction. The representative stated that the transaction in amount of {$190.00} did not have the boost applied at checkout and could not be applied. I asked for further assistance via a phone call and was advised to call into their customer service line. 

I called into their customer service line on XX/XX/24 and had a representative research the situation. I spent approximately XXXX hours trying to explain the situation and the representative finally realized that XXXX broke up the original transaction of {$260.00} into two separate transactions but the representative was unable to apply the boost to the {$190.00}. I asked for additional help via an escalation to a manager. 

A manager by the name of XXXX reached out via email on XX/XX/24 and we began a lengthy conversation. He was unable to apply the boost and I asked for additional help via escalation to his manager. He closed the email conversation on XX/XX/24 without escalating the situation or providing me information for the transaction that cashapp texted me on XX/XX/24 in amount of {$69.00}. 

I called back into the cashapp customer service line on XX/XX/24 and was referred to a manager named XXXX. She stated that the cashapp boost was applied to the transaction in amount of {$86.00} and not to the {$190.00}. I further tried to explain that both those transactions are related to the transaction I initiated on XX/XX/24 as they equal {$280.00} and it isnt my concern that adidas broke up the transactions, the boost should be applied to the total. She couldnt provide a reasonable explanation why cashapp chose to apply the boost to the {$86.00} and not the {$190.00}. I asked for further assistance with her manager and she advised a phone call wasnt possible but she would have her manager reach out via email. 

On XX/XX/24 I received an email from XXXX and he stated he could not help me. I further asked to have his manager reach out to me and to research the transaction in amount of {$69.00}. He stated he could not assist further and closed our conversation.