Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX @ XXXX XXXX, an unknown company by the name of XXXX XXXX XXXX to charge my Cashapp card for {$42.00}. It was declined due to my card being locked. I immediately blockedr this merchant from having any access to my account. On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX the same merchant attempted again and was declined because they were blocked and my card was locked as well. On XX/XX/XXXXXXXX XXXX XXXX XXXX the merchant charged the account again and this time they were able to charge my account despite not only being blocked but also with my card being locked. I was additionally charged overdraft fees of {$25.00} from Cashapp due to not enough funds being in the account. 

Upon notification of this transaction being approved from Cashapp, I contacted them XXXX XXXX XXXX XXXXXXXX to inquire and dispute the transaction. They initially stated that the merchant was not blocked and my card was not locked but when I stated that I have the notifications that state otherwise they then agreed and stated it would be investigated as to why the system failed. I requested my funds be immediately returned to my account. The agent initially stated it would take XXXX XXXX business days. I told them that I needed my funds immediately and I shouldnt have to wait due to the error being on their end. He then stated that the funds would be back in my account within XXXX. 

After not receiving my funds within the XXXX hrs, I contacted them again on XX/XX/year> XXXX XXXX XXXX XXXXXXXX in regards to the matter. The agent that the merchant wasnt blocked and my card wasnt locked. Again, I informed her that both were not true and told her of the documents I have to prove it. She then stated that since it was still showing pending that it means Cashapp was in the process of releasing the funds back to my account. I asked how long it would take because the previous agent told me the same thing. She stated by the XXXX. I told her that I wasnt in agreement with that because of what I had in place to prevent this for happening. She began to try again to tell me that she wasnt sure why the transition was approved and that the XXXX was the earliest. I then asked for a supervisor. I was told that supervisors are only available through email. I then asked to speak with someone above her. She asked me to hold to which I agreed and then the line when to a survey. 
On XX/XX/year>, I checked my account again and it showed the transaction has now posted. I called Cashapp at XXXXXXXX XXXX XXXX to inquire again. This agent stated the same thing about merchant and my card not being blocked and locked. Again I told her that was incorrect. She then stated that she would have to create a dispute. I asked her why when the agent that I spoke with on XX/XX/year> stated that he had done that. She stated that she did not see that one had been created nor were there any notes from my previous calls just that I had called to inquire about the transaction. 
I told her to continue the dispute. After she read the disclosures, she informed me that my current card would be cancelled and I would be charged to receive a new card. I disagreed with having to pay for a new card when the issue was because of them.

Company response to consumer: Closed with explanation