Consumer complaint received 2026-04-06 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: CA

Complaint narrative:
I am submitting this response because the underlying issue referenced in CFPB complaints # XXXX, # XXXX, and # XXXX remains unresolved despite those complaints being marked as closed. I continue to believe that these disputes were not properly investigated. The documentation provided to me does not demonstrate that a meaningful investigation occurred. Instead, the materials provided consist primarily of administrative records such as transaction summaries, timelines, and internal notes. These administrative records do not constitute investigative evidence. They do not include merchant responses, proof that the services were delivered, contractual terms, usage records, or any documentation explaining the factual basis for denying the disputes. In my case, multiple disputes were submitted involving the same merchant, for the same type of service, and for the exact same reason. Several of those disputes were accepted, approved, and refunded by Cash App. However, other disputes involving the same merchant and the same circumstances were denied. The fact that some disputes were approved while others were denied, despite being based on identical facts and evidence, demonstrates that there is a fundamental inconsistency in the dispute handling process. This inconsistency raises serious concerns that the denied disputes were not evaluated using a consistent investigative standard. Additionally, the last documented activity on several of the outstanding disputes occurred on XX/XX/year>, at which time I was informed that the investigation process would take approximately XXXX days. More than XXXX days have passed since that date, and customer support representatives have confirmed that there have been no updates or investigative actions recorded since that time. Today those XXXX disputes for {$720.00} are still sitting there with XXXX updates according to your Support specialist, previously thought to be XXXX, but XXXX of them were processed on the same day within the same minute, which I also confirmed with your Customer Support. I respectfully request that Cash App provide the actual evidence relied upon to deny the disputed claims, not administrative summaries or internal timelines. Specifically, I am requesting documentation such as : Merchant responses or statements Proof that the services were delivered or fulfilled Copies of applicable refund or service policies relied upon Records showing the investigative findings used to deny the disputes Documentation showing what actions were taken during the investigation The continued failure to provide substantive evidence supporting the denial decisions, combined with inconsistent outcomes for identical disputes involving the same merchant, indicates that the dispute process may not have been conducted properly. A fair resolution requires : A proper and consistent investigation of the denied disputes Provision of the actual evidence relied upon in making the denial decisions A final determination on the outstanding disputes I respectfully request that this matter be reviewed to ensure that the dispute process was conducted in a fair and consistent manner.

Company response to consumer: Closed with explanation