Consumer complaint received 2025-11-16 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: FL

Complaint narrative:
I am filing a complaint regarding XXXX XXXXCash Apps handling of a billing dispute for a purchase made through Cash App. The merchant ( XXXX XXXX, based in the XXXX ) did not provide the service as advertised, delivered the goods late due to their own delays, and refused to issue a refund even after admitting they missed their own dispatch estimate. Cash App denied my dispute and my appeal without conducting a full investigation. 

Details : I placed an order with XXXX XXXX on XX/XX/year> for custom foil business cards needed for a time-sensitive event. 
The merchant advertised a XXXXworking-day production turnaround for my specific product and stated on their website that proofs are completed in as little as XXXX day. 
I approved every proof revision within XXXX business day, but the merchant took XXXX  days to respond to each revision. This caused total production to stretch to nearly XXXX weeks, not the advertised XXXX working days. 
I contacted the merchant during this process to warn them that their delays were making the order time-sensitive. They acknowledged my concern and gave an estimated dispatch date, which they later missed. 
The merchant informed me that the cards were printed on a Monday and would ship by Wednesday, but they let the finished order sit and did not ship it until Thursday, XX/XX/XXXX. 
XXXX delivered the package on XX/XX/XXXX, after my event date. I refused delivery and returned it to XXXX. 
XXXX informed me that return-to-sender packages move under the senders tracking account, so no return tracking number is available to the recipient. 
The merchant later admitted in writing that they shipped later than their own estimate, but they still refused a refund. 
I submitted a dispute to Cash App for services not rendered as described / late delivery. I provided : The merchants admission of the late dispatch Screenshots of the merchants advertised turnaround times Timestamped proof of my prompt proof approvals XXXX delivery confirmation showing late arrival Cash App first denied my dispute in under XXXX hours, and then I filed an appeal and in less than XXXX  days they denied again, claiming it was a final decision. They did not contact the merchant, did not request documentation from the merchant, and did not conduct a full investigation. It's no way they did that within XXXX  days. 
I filed an appeal referencing Regulation E, provided additional documentation, and Cash App still denied the claim without explaining how they evaluated the evidence or contacting the merchant. 

Why I am seeking CFPB assistance : I believe XXXX XXXXCash App failed to conduct a proper investigation under their obligations for error resolution. The denial appears to have been automatic. The merchant misrepresented their advertised service timeframes, caused the delays themselves, and delivered the goods too late to be used. I refused the late package and received no usable product. I am requesting that XXXX XXXX  perform a full and fair investigation according to Regulation E and reimburse the transaction amount.

Company response to consumer: Closed with explanation