Consumer complaint received 2026-05-18 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: CA

Complaint narrative:
On XX/XX/year>, I authorized a transaction of {$140.00} using my Cash App card to pay the merchant, XXXX XXXX, for an XXXX XXXX screen repair service. The merchant completely failed to deliver a viable commercial service. Instead, their workmanship caused immediate and catastrophic hardware degradation to my personal property. Upon retrieval, the device displayed internal system lockouts ( " Unknown Part '' warnings ), permanently disabled the XXXXXXXX XXXX biometric security infrastructure, and induced severe, hazardous overheating that rendered the phone completely unusable. The service purchased did not result in a repaired phone ; it resulted in total property destruction. The merchant refused to honor their service warranty, refused to remediate the physical damage they caused, and terminated communication. I initiated a timely dispute with Cash App under the XXXX XXXX guidelines for " Services Defective/ Not As Described. '' Cash App has repeatedly closed or denied this dispute using automated, boilerplate responses without conducting a manual, good-faith investigation into the physical and technical evidence of the service failure. Because Cash App has failed to protect its cardholder against an explicitly abusive and destructive merchant service, I am escalating this to the CFPB to demand a full reversal of the {$140.00} charge and a formal corporate escalation regarding the un-remedied property destruction. Since initiating the dispute for the non-genuine component used in my smartphone repair, I have been receiving persistent, daily phone calls from the number XXXX. I initially did not recognize this number, as it is also associated with various automated telemarketing " spam '' messages. However, upon further investigation with the assistance of an AI search tool, I have confirmed that this number is directly associated with XXXX XXXX in XXXX. I wish to report the following : Repeated Harassment : The merchant is calling my personal line multiple times despite my request to handle this matter through the formal dispute process. Avoidance of Official Channels : Rather than responding to the dispute through Cash Apps merchant portal, they are attempting to contact me directly to pressure me into dropping the claim. Lack of Professionalism : The merchant is utilizing a phone line that is also flagged for automated " robocall '' activity, which is highly unprofessional and deceptive. I have now explicitly instructed the merchant to cease all telephonic communication and to only communicate via written records. I am requesting that Cash App take this harassing behavior into account during your investigation. This conduct further demonstrates the merchant 's lack of integrity, consistent with the fraudulent repair they performed on my device. This dispute has now dragged on well past the legal 45-day window allowed for electronic fund transfer investigations. Under federal banking guidelines and consumer protection laws, if an institution can not resolve a dispute within the designated timeframe, it is legally required to issue a provisional credit while the investigation continues.

Company response to consumer: Closed with explanation