Consumer complaint received 2025-09-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.

Complaint narrative:
Subject : Complaint Regarding Cash Apps Mishandling of Dispute Claims for XXXX and XXXX XXXX Dear Consumer Financial Protection Bureau, I am writing to file a complaint regarding Cash Apps denial of XXXX legitimate disputes, totaling {$190.00}, for transactions made through XXXX and XXXX XXXX. Cash Apps actions prevented me from submitting supporting evidence and denied my disputes without conducting a fair investigation. 

1. Transaction Details {$110.00} XXXX Mu XXXX XXXX {$73.00} XXXX XXXX  XXXX XXXX ( XXXX XXXX XXXX services not rendered ) XXXX. Background of the Dispute XXXX  Booking Issue : The XXXX booking did not meet the basic standards promised by the merchant. Services paid for were not rendered as described. 

XXXX XXXX Services : XXXX failed to provide the airline services for which I paid. 


Cash App denied both disputes on the grounds that the merchants fulfilled their obligations for the goods/services. However, Cash App did not contact the merchants nor allow me to submit the documentation proving otherwise. 

3. Barriers to Evidence Submission I am currently in XXXX, where both Cash Apps website and mobile app are blocked. Cash App was aware of my location and the access issues. I requested alternative methods to submit my documentation ( e.g., via email or postal mail ), but Cash App refused. They stated the only way to upload evidence was through their blocked app portal using a link sent to my email. 

I called Cash Apps support line ( XXXX ) on XX/XX/XXXX ( XXXX XXXX  with 14 min 10 second call ) ; XX/XX/year> ( XXXX with 16 min 38 seconds ) ; XX/XX/XXXX ( XXXX with 11 minutes and 27 seconds ) ; and again on XX/XX/year> ( XXXX XXXX. ) This is XXXX  time, but aligns with Cash Apps customer service call business hours. XXXX representatives confirmed there was no alternative method to submit evidence. Square Inc. ( Cash Apps parent company ) also responded by email through their Customer Success representative, XXXX, reiterating that the app was the sole option. 

4. Unfair and Premature Denial Cash App gave me only 24 hours to submit my claim before issuing a denialfar too little time given the technical barriers. They denied my claim without reviewing the evidence I have, which includes booking confirmations, photos, correspondence, and XXXX own policy showing I am owed a refund. 

5. Requested Action I respectfully request that the CFPB : Investigate Cash Apps dispute resolution process and its compliance with fair investigation requirements. 

Require Cash App to reopen my disputes and allow me to submit my supporting documentation through an accessible channel. 

Ensure Cash App implements alternative evidence submission methods for consumers abroad where their platform is blocked.

6. Supporting Documentation I can provide all related documents, including receipts, photos, communications with XXXX and XXXX, and email exchanges with Square Inc. 

I believe Cash Apps handling of my disputes violates consumer protection standards by denying me a fair opportunity to present my case. Thank you for your time and assistance in ensuring fair treatment for consumers. 

Sincerely, XXXX XXXX Supplemental Letter Written to Cash App for Extra Support : Evidence : Supplemental Letter Regarding Disputes Subject : Urgent Support Request : Dispute Against XXXX XXXX XXXX XXXX XXXX ( Twice ) Dear Cash App Support Team, I am writing to formally request your assistance in resolving a serious dispute with XXXX XXXX regarding XXXX separate incidents of denied boarding on XX/XX/XXXX and XX/XX/year>, despite my compliance with all requirements and timely arrival for check-in. 

Background and Booking Details Both flights were booked back-to-back through XXXX. When I contacted XXXX regarding the denial of service, they informed me that I must take up the issue directly with XXXX XXXX, leaving me no alternative but to seek assistance through Cash App. 

On XX/XX/XXXX and XXXX, I arrived 3 hours 17 minutes prior to departureexceeding XXXX Airs own check-in recommendation of at least 3 hours before departure ( per their publicly available passenger service guidelines ). Despite this, I was denied boarding, subjected to rude and discriminatory treatment, and misled by airline staff. 

The following day, XX/XX/XXXX, I rebooked with XXXX XXXX to rectify the situation, but I was again denied boarding, this time under circumstances suggesting retaliation for the prior days dispute. 


Specific Violations and Discriminatory Actions 1. Improper Weight Calculation and Unequal Treatment : XXXX XXXX baggage policy states that small personal items ( e.g., handbags ) are not to be weighed or counted toward carry-on baggage allowance. Despite this, staff forced me to check both my luggage and my small purse, unfairly counting its weight against me. I documented video evidence and photographs showing the same staff member allowing at least XXXX other passengers with larger personal items to check in without issue. 


2. Intentional Delay and Retaliation : Staff members delayed my check-in, waved a paper in my face, and told me I had only three minutes remaining, all while accepting other passengers. This hostile behavior directly violated XXXX XXXX XXXX XXXX ( XXXX XXXX. XXXX, Articles XXXX ), which obligates carriers to provide fair, non-discriminatory service and to compensate or refund passengers when boarding is denied without lawful cause.

3. Deceptive Conduct : The staff lied about supervisory authority, falsely claimed no higher manager was available, and ultimately instructed the transport bus to leave without me, even while accepting others for boarding.

Supporting Evidence and Ongoing Investigation I have time-stamped screenshots and video footage documenting these incidents, which I am happy to provide. 

I have already requested an official investigation with XXXX XXXX regarding these actions, as they constitute a breach of contract and potential fraud under XXXX XXXX XXXX and XXXX XXXX  own Conditions of Carriage ( Section 9.1 Refusal and Limitation of Carriage ; Section 10.2 Refunds ), which state that passengers are entitled to refunds or assistance if the airline denies service without valid grounds. 


Request for Cash App Support Given XXXX refusal to intervene, I respectfully request that Cash App support my dispute and reverse the transaction for both bookings. XXXX  XXXX  actions were not only a breach of their own policies and Vietnamese law but also discriminatory and retaliatory in nature. As a consumer, I relied on the airline to honor their contractual obligation, and the denial of service twicedespite full compliance on my parthas caused significant financial and emotional hardship. 

I trust that Cash App values consumer protection and fairness, and I am hopeful that your team will assist in resolving this matter swiftly. 

Please let me know if you require copies of the screenshots, video evidence, or my booking confirmations to process the dispute. 

Thank you for your time, understanding, and support in ensuring that companies like XXXX XXXX are held accountable for unfair practices. 

Sincerely, XXXX XXXX Booking References : XXXX  ; XXXX Contact information : XXXX

Company response to consumer: Closed with explanation