Consumer complaint received 2025-10-28 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX I received a call from from XXXX XXXX XXXX XXXX which sells mechanical breakdown insurance four vehicles. After about 10 minutes of talking, we both agreed on a price of {$120.00} a month. I said OK Ill take it. I told him I did not have a debit card. I had ordered one and havent come yet, but I could use my cash app card but only for the down payment. He said OK when he went to run the card through he came back on the phone and said hey were having a special today for XXXX. You can start in your monthly payment will be XXXX, I said oh thats great. He then said it would be less than two weeks when I would receive the information in the mail about my coverage. I said OK and I said thank you and we hung up. 10 days later I received a booklet in the mail when I opened it. I noticed right away that the car they had listed was for a XXXX XXXX XXXX XXXX. I dont have a XXXX XXXX I have a XXXX XXXX I called XXXX explained to him what happened he apologized and said he did not know how that couldve happened but he would correct it right away. When I had initially spoke with XXXX on XX/XX/XXXX he told me that my future payments would automatically be deducted from my account on the XXXX of each month on XX/XX/XXXX XXXX tried to take out my monthly payment but were not successful because I had not transferred any money onto my Cash app card so they try again on the fifth several times and I decided to call and ask what was going on because I was told it was gon na be the XXXX and when they confirmed my information, they mentioned the XXXX I said no I dont have a XXXX. This is supposed to be fixed by XXXX and Im supposed to be sent a new policy booklet the person I spoke with said Im sorry, but I show XXXX here. Do you want to make a payment I should know Im not making a payment because its not right so she transferred me to sales department. I spoke to the manager by the name of XXXX. I gave him the information. He asked me for the Vin number and he says oh yeah XXXX XXXX fine well take care of it. I said OK so he said I would receive a call the next day which was Friday. I waited and I never received a call on Monday. I called and spoke with a gentleman who said he was a manager, but he would not tell me his name I asked for XXXX he said he was gone so then I asked for XXXX and he told me XXXX was also gone so I said OK. Well this is the situation and I explained to him again what was going on and he said OK hold on. he came back to the phone and said OK. Your payment is gon na be XXXX a month. I said thats crazy. I go the original price was XXXX but then we agreed on XXXX and then there was a special that brought it down to XXXX he said no Im sorry its gon na be XXXX. Take it or leave it. I said all right Ill leave it. Cancel my policy refund me my money Im still within the 30 days and I would appreciate the refund as soon as possible. I also asked him how they could write a policy in for this for someone who lives in the state of XXXX for a car that is a XXXX because the law in California for mechanical breakdown insurance is the car has to be 10 years or newer. It can not be any older than 10 years. Any car in the state of XXXX he said I know Ive been doing this for a long time. Dont tell me how to do my job so I said OK thank you I then asked him for the refund. I am still within my 30 days.He said OK youll have it in three days. Three days came and went. I have called XXXX numerous times only to get the runaround. I have also sent a couple emails which none were ever replied to. I decided to call Cash app Support. I filed a dispute with Cash Cash App and I sent in proof of the policy that they sent me showing in XXXX along with my insurance card showing two cars that I have none neither one of them being a XXXX XXXX and a week later I received an email saying that my dispute had been looked into and it was denied, and no further action would be taken. I called Cash App yesterday, XX/XX/XXXX to appeal. The dispute and I spoke with a representative. She was very nice and very apologetic. She said she was going to appeal. The appeal and I asked her if she had the proof that I had sent in she confirmed that she did. I also told her that in California it was against the law to provide this type of insurance for any car that is XXXX XXXX XXXX that is over XXXX XXXX XXXX and she said oh I didnt know that. I also informed her that I had looked into XXXX I XXXX the company and saw theres many many complaints regarding the same thing refunds a lot of people saying scams so I sent her just a few of those as well and she said OK. This should be good enough. You should be you know getting an answer within 10 days an hour later I got an email from Cash App saying that they received my information in my appeal again, but it was still being closed. No further action will be taken. I sent the email asking for documentation asking as to what they denied the claim based on what when I had proof that I sent them, they replied with an email that had an attachment, but the attachment can not be opened no matter what form I try XXXX or whatever so I called Cash App again and the agent just gave me the runaround was being nice, but not answering any of my questions and he kept saying the same thing I understand your frustration you know theres nothing I can do, then he said it was resolved and that I would definitely get my refund on XX/XX/XXXX. I asked him if he was serious about XX/XX/XXXX and asked why so long I dont understand then he came back and said no its closed and then he got silent for about 30 seconds. He then came back and said youre gon na have to wait until XX/XX/XXXX to find out if you got it or not if you didnt get it call me back and Ill be glad to help you at that point I hung up. I dont even think he knew what he was talking about so now this is where Im at, with this issue. I came across your information and decided to file a complaint. I hope there is something that can be done. Thank you!

Company response to consumer: Closed with explanation