Consumer complaint received 2025-07-17 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Block, Inc.
State: SC

Complaint narrative:
our business maintains a clear policy, prominently displayed and requiring acknowledgment during online purchases, stating that tickets are non-refundable. 
Disputed transaction On XX/XX/XXXX, a customer purchased a ticket/service. This online purchase involved multiple steps requiring clicks to accept and confirm the transaction, indicating the customer 's awareness of the purchase and associated policies. The non-refundable policy was also displayed and acknowledged by the customer during this process. 
The customer initiated a dispute, claiming a lack of awareness regarding the charge or the non-refundable nature of the ticket. 
our provided Square with substantial evidence to counter this claim, including : Proof of the customer 's online purchase process, clearly showing acceptance through multiple clicks and confirmation.

The explicit non-refundable ticket policy.

Evidence that the event/service closure was publicly posted and available for four months before the customer 's purchase, which occurred just three days prior to the closure.

Despite this compelling evidence, Square, acting as the intermediary, failed to adequately present XXXX 's side during the dispute resolution, resulting in a decision favoring the customer. 
This outcome disregarded a clear and communicated policy and sets a concerning precedent where customers may falsely claim ignorance of charges or policies to obtain refunds. Such a precedent could severely undermine the business 's policy integrity and significantly impact its financial stability and operational model.

Agent misconduct Four recorded calls detailing interactions with Square agents include instances where agents allegedly provided false information concerning the handling of this case. This misrepresentation of facts directly impacted the dispute outcome and warrants a thorough investigation by Square. 
Harassment timeline The situation escalated after the dispute resolution : XX/XX/XXXX : The initial dispute incident occurred with the customer. 
XX/XX/XXXX : Harassment from the customer 's friend commenced, following the dispute resolution. This escalating pattern of behavior further demonstrates the negative consequences of the unfavorable dispute outcome and the precedent it set. 
Unauthorized charges Subsequent to discontinuing services with Square, the linked card continued to incur charges. These unauthorized debits occurred despite the termination of services and represent a separate and ongoing issue that Square has not addressed or resolved.

Desired resolution we requests the following specific actions : A reevaluation of the dispute resolution outcome if the dispute, taking into full account all provided evidence, including the customer 's purchase confirmation, acknowledgment of the non-refundable policy, and awareness of the event 's closure.

A thorough investigation into the alleged misconduct of the Square agents involved in handling this case, particularly the instances of providing false information during recorded calls. 
The immediate cessation of all unauthorized charges occurring after the discontinuation of Square services and a full refund of all such charges to date. 
Impact on business XXXX prides itself on transparency and fair dealings with customers. In over XXXX years of operation, the business has only encountered XXXX prior dispute, both related to clearly communicated non-refundable deposits and passes. The recent unfavorable dispute resolution, despite strong, irrefutable evidence, combined with the ongoing unauthorized charges, significantly impacts the business 's image, financial standing, and operational integrityassets that are diligently protected and upheld. 
Supporting documentation Copies of the customer 's purchase confirmation, including details demonstrating policy acceptance. 
Copies of the non-refundable policy statement. 
Documentation of the event closure announcement, publicly accessible for XXXX months prior to the incident. 
Detailed notes from the recorded calls, including dates, times, and specific instances of alleged misrepresentations by Square agents. 
Statements demonstrating the unauthorized charges after service discontinuation. 
Evidence pertaining to the harassment by the customer 's friend, which began on XX/XX/XXXX.

Company response to consumer: Closed with explanation