Consumer complaint received 2023-09-20 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: FL

Complaint narrative:
XX/XX/2023 - I attempted to purchase a XXXX XXXX XXXX XXXX XXXX device from metrobyt-mobile.com for the fourth time that month, and every time I received an error at the end of the order process, even though the money came out of my account ( it was put back within minutes though ). After the order failed again I called XXXX by XXXX through XXXX on my phone. I spoke with agent XXXX. I asked her if she could place the order for me and she said yes. Her first attempt resulted in an error, so she decided to change my shipping address to match my billing address, telling me she didn't want me to be alarmed when I received texts saying I made changes to my account, and not to worry that she would change it back. Long story short, she didn't. I called XXXX by XXXX XXXX times XX/XX/XXXX, twice XX/XX/XXXX, once XX/XX/XXXX, twice XX/XX/XXXX, twice XX/XX/XXXX, and twice XX/XX/XXXX, plus XXXX tickets to order support and by the time I reached XXXX, XXXX XXXX he could hear my frustration and he said I should just dispute the charge with my bank. On XX/XX/XXXX, I did dispute it. I didn't dispute it on the XXXX because I was still trying to give XXXX the opportunity to do the right thing. But I finally had enough. I paid {$150.00} on XX/XX/XXXX for a phone I never got, and made it well known I didn't get it, and they still refused to refund or replace the device. My service with them is prepaid. My service was purchased on XX/XX/XXXX and was not due to be paid or shut off until XX/XX/XXXX, but as soon as XXXX saw I disputed the charge of {$150.00} with cash app, they added {$150.00} to my phone account, causing my service to be disconnected. I called and spoke to a supervisor and was told they are not restoring my service or refunding me for the XXXX days I prepaid but lost. On XX/XX/XXXX, cash app did something else with the dispute, and XXXX by XXXX again added {$150.00} making my total due {$300.00}. A few days later I was informed by cash app that my dispute was denied, despite me providing the same information to their support team. I was never given the opportunity to submit documentation to prove my case, only to tell them in my own words what had happened, which I did, and made it very clear including all of the dates I had called trying to resolve this and the id number of the person I spoke to each time. and when I finally got a response from XXXX by XXXX and asked cash app support if I could provide them with documentation that had just come available that supports my dispute they told me no. They also said they would provide me the documents they relied on to come to their conclusion that no error had occurred, and that ( in their words ) " the merchant had fulfilled all of his or her obligations '', which is a bold-faced lie, but I still have not received those documents from cash app, nor have I received a refund from XXXX by XXXX or a replacement device or refunded for the XXXX days of service. They have still not provided me with the documentation, despite asking them for it a few times already. They keep asking me what is the best email to reach me at and telling me to check my spam and all folders, but I have not received any documents. 

I want to make it known that I understand that the consumer financial protection bureau does not and will not handle any of the matters regarding XXXX by XXXX. Those details are included because without them I would not have been able to demonstrate what my issue with cash app is. I provided as little detail here as I could, but I am going right after I submit my complaint here to submit as many full-length complaints that I can about the issues with XXXX by XXXX. I have a ton of documentation to support my claims, and I am submitting them with this complaint because they overwhelmingly prove beyond a shadow of a doubt that XXXX by XXXX did not fulfill their obligations and they were well aware of the fact they didn't. I don't know what is going on lately, but I have never experienced this level of shadiness by not only XXXX, but XXXX businesses. It almost feels like they are colluding together. i understand that they likely are not, but something certainly is not right. 

I want my {$150.00} back. I am also submitting a screenshot showing the transactions with XXXX on XX/XX/XXXX, because it is interesting to me that when I attempted to order the device online, it was {$170.00}, and the first time the agent attempted to order for me it was {$150.00}, but when she got the charge to go through it was for {$150.00}, even though she specifically told me {$150.00}. I really just ant my money back, though. And for cash app to have to take a look at the documentation I submit so they can see that clearly they did not fulfill their obligation. They robbed me, and continue to try to further extort me, and cash app basically gave them the seal of approval to keep doing it. 

I did already file a claim with the FCC, although I have not heard back from them on this issue.

Company response to consumer: Closed with explanation