Consumer complaint received 2025-11-20 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: DE

Complaint narrative:
I was sent to this XXXX from a search engine ( XXXX ). Compared flights and then selected one, I entered all my information and was sent an email saying that my booking was in process. About an hour later I got a phone call from a XXXX XXXX who said that my card had not been charged because the flights at the price I tried to purchase sold out, but he could get me another offer that was {$60.00} more but offered seat selection and carry-on bags. I agreed to the additional cost and was asked to confirm the email I was sent with the updated booking cost and to review that the flights and names were correct-which I did. I was told after my card was charged that the I would receive an email with my e-tickets within the hour and that if there were any issues-I had a 24-hour cancellation period. I checked my email multiple times during the night with no tickets or updates. Called the number provided which now goes to cheapflightservice.com and asked for XXXX XXXX 4 times and each time I was told that he would call me back, but that I shouldn't worry because they could see my booking and that I would receive my tickets 10 days before my flight. I booked a flight for XX/XX/year> on XXXX-when I stated waiting over a month and a half for e-tickets was unacceptable, I was told because they are a 3rd party site-they need to confirm the tickets with the airline. If the tickets were not confirmed why did you charge my card, and I was told that is their policy. I stated that I wanted to cancel since it is before the 24-hour deadline, I was then told by XXXX-who by the way -when you call the number is the email that they send you-goes to a company called XXXX. that he would cancel the order and submit for a refund with their billing department I was asked to allow XXXX minutes to get the confirmation email for the cancelation and the refund, I waited XXXX minutes and no email and still no call from the " agent handling my tickets '' XXXX XXXX XXXX I opened a dispute with Cash App and it was denied stating it is a legit charge. I have tried to get help from XXXX but all they could say is they don't have any idea how my information was given to another site and there was nothing that they could do. I disagree, they should be helping me by researching how a booking that was done on their site ended up with scammers and what can be done to get my money back. I sent an appeal to Cash App with an email I was sent on XXXX-from this site and " XXXX XXXX '' telling me that my `` reservation '' has been cancelled and that my card was NOT charged. My account was charged. {$280.00} and I am steady getting the run around trying to get my money refunded. I have provided all the proof via email to Cash App and yet after less than a week of investigations, they are still saying that they stand by their original decision of this being a valid charge-even after sending them the email from the site saying that I had no tickets and was not charged. I even provided proof that the number provided in an email for me to call XXXX XXXX is listed by the XXXX  as a scam-and I can not get anyone at Cash App to explain to me how they reached their decision. I feel that Cash App is now enabling scammers to take advantage of people because these scammers know that the consumer will not have any help from them.

Company response to consumer: Closed with explanation