Consumer complaint received 2025-12-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: FL

Complaint narrative:
I am submitting this complaint regarding Cash Apps repeated and improper denial of my dispute for non-received goods, as well as their failure to provide a clear explanation for the denial despite multiple requests. 

On XX/XX/year>, I sent a payment of {$680.00} through Cash App to an individual for the purchase of a puppy. The puppy was supposed to be delivered to me, and the seller and I agreed to meet on XX/XX/year> for delivery. 

After I sent the payment on the night of XX/XX/year>, the seller stopped responding entirely. The seller never met me on XX/XX/year>, and the puppy was never delivered. I attempted to contact the seller multiple times without success. 

On XX/XX/year>, I initiated a dispute with Cash App and submitted a refund request to the seller. The seller never responded to the refund request and blocked me on Cash App. I also never heard from the seller again on the platform where we initially discussed the transaction. 

Cash App denied my initial dispute. 

On XX/XX/year>, I re-disputed the transaction, clearly stating that my dispute was based on non-delivery of goods. On XX/XX/year>, Cash App denied the dispute again, citing that the payment was made from a device in my possession. 

I want to clearly state that at no point did I claim the payment was unauthorized or that I did not make the transaction. My dispute has always been based solely on the fact that I never received the puppy I paid for. 

On XX/XX/year>, I appealed Cash Apps decision and submitted supporting evidence, including screenshots showing : The agreed-upon price, delivery date, and time The sellers lack of communication Proof that the seller blocked me on Cash App Confirmation that the puppy was never delivered Despite this evidence, Cash App denied my appeal on XX/XX/year>, again for the same reasonthat the payment was made from a device in my possessionand informed me that I could no longer dispute or re-appeal the transaction. 

Throughout this process, when I contacted Cash App support through chat, representatives repeatedly told me that they were sorry, that they understood my situation, and that I would receive an email from a specialist explaining the reason for the denial. I have never received this email, and no additional explanation has been provided beyond the repeated statement that the payment was made from my device, which is not the basis of my dispute. 

Cash App has failed to properly investigate my claim as a non-received goods/services dispute, failed to meaningfully respond to my inquiries, and failed to provide a clear or relevant explanation for the denial. As a result, I have been left financially harmed by a seller who accepted my money and never provided the product. 

The disputed transaction amount is {$680.00}, which is a significant financial loss for something I never received. 

I am requesting that Cash App : Reopen and properly review my dispute as a non-received goods/services claim Provide a refund for the full {$680.00} Provide a clear written explanation addressing the actual basis of my dispute Improve their dispute handling and communication practices Thank you for your assistance in resolving this matter.

Company response to consumer: Closed with explanation