Consumer complaint received 2025-06-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Block, Inc.
State: FL

Complaint narrative:
On XX/XX/year> I placed an order for 3 dresses from XXXX XXXX XXXX, through XXXX. I always use XXXX  to prevent having to put my credit card numbers into multiple websites. I feel safer doing this with all the fraud these days. This dispute is really about XXXX XXXX  however, XXXX is the middle man & payment processor for the order. 

The order arrived on XXXX. I immediately opened it but sadly 2 of the 3 dresses I ordered were damaged. One dress I did not even take out of the plastic. I saw a hole with a runner on it so no sense in opening it. The other dress has 5 holes FIVE along the waistband! I immediately contacted XXXX XXXX to ask for a return label. They have never sent the label & insist they will not refund me. They say I must take store credit. Except its not my fault these dresses were shipped in terrible condition. The package was not damaged, they were shipped that way! 

I contacted XXXX and an associate named XXXX responded. She asked for the amount of damaged dresses. I said 2 I misunderstood she wanted the total dollar amount. I sent her the receipt. She sent another message asking for a good time to call me. She says they needed a 2 hour window. I responded but then never heard back from them. I messaged them multiple times throughout the week. I sent pictures & even calculated the 40 % off to figure a total for her. I still never heard back. On Friday I went to make my payments & noticed that order had a payment due. I requested it be pushed back, I even screenshot this confirmation. Thankfully I did because XXXX has really screwed this up now. They claim I have an overdue payment. Except I put it in dispute & THEY failed to fix it. On Saturday I had a text that I now have an overdue payment & my account is on hold. I called the number they were supposed to have called me from but never did. I sat on hold for an hour. They insisted I missed a payment that will have a negative impact on my account. Except Ive never missed a payment! They FAILED to accurately update the account & claim they cant fix it. I said I was going to file a complaint. They said a supervisor would call me back.

On Sunday someone called to basically say they cant do anything & I never pushed the payment out. I said I have proof. I have screenshots of the confirmation. She asked me to email it to her. I did so, TWICE! She said oh I see well I still cant do anything so now I have negative impacts on my account for their screw up & they cant fix it!? All I asked for was a label to return 2 damaged items. That should not be too much to ask. Their refusal to correct their mistake is ridiculous. Its not my fault the person never followed through to do their job. I have a trail of emails where I responded but this person never followed through. I have done everything they asked me to do. All I want is a refund for 2 damaged dresses. I am happy to return them. Theyre still in the package they shipped them in. I am just waiting for a return label. I was going to just pay the {$22.00} late payment but the fact that THEY FAILED & want to push it off on me. I dont want to pay more money for trash. The condition of the order is not XXXX fault. Theyre basically just the bank in the middle. They should at least follow through when they say theyre taking care of it. They should at least be able to remove the late payment from my account. Their supervisor says she cant, its up to their system so even management cant figure out their system??

Something is not right & I just want it fixed! 

On Sunday I said I would escalate the complaint on Tuesday if I did not hear from them. On Monday the merchant responded that they cant refund me because I havent returned the merchandise. I immediately responded. Please send me the label to do so. I dont even know where to return it. So today is Wednesday and theyve completely ignored my request. yesterday, I sent another message to curvy sense and ask them to please send me a label. Today, I sent them another message again asking for the label. 

I am being ignored. I again called XXXX and sat on hold for XXXX minutes to reach a representative. This representative did tell me that because the order was not put in dispute on Monday that they cant fix the late payment. Except I contacted them on Monday and they failed to put it in dispute. I even contacted them on Tuesday when they were supposed to call me, but I never heard from them. I messaged them every single day until I called them on Saturday. 

It has now been 10 days of me constantly asking for a label to return XXXX damaged dresses and to fix the payment that is not late because it is in dispute. It even says on the payment site that the payment was pushed back yet theyre still saying that its delinquent. 

I really dont want to file this complaint against XXXX, but I feel like I dont have any other option right now. I keep calling them and messaging them theyre supposed to be the credit card or payment processor so they are who I have to dispute the transaction through. All I want is a label to return these dresses so I can get a refund and resolve this issue. I want the delinquent payment removed from my account. Thats it if I owe anything from the third dress that I did keep please let me know how much and I will pay for it. No problem at all. I dont understand why XXXX getting the run around when all I did was request a label to return damaged merchandise. If I had just changed my mind or something I would understand receiving store credit. If they had something in stock I wanted, I would exchange it but, they dont. I have checked daily for new arrivals. Why should my money be held XXXX by a store that XXXX or XXXX not ever have something I want in stock? Sending someone unusable merchandise & refusing to refund them is fraudulent. Please, just send me a label to return the damaged merchandise. That is all I want from curvy sense. From afterpay, I just want them to fix the XXXX up on my account. Please, remove that delinquent payment & refund this order, once I return it of course. I only need a label. I should also mention that the representative on Sunday sent me information telling me to mark it as merchandise not received, she said in the future to initiate the dispute on my own, do this. However, I am not willing to mark it as not received because that would be a lie. 
I received the merchandise. It is just not usable. That is why I contacted XXXX to initiate the dispute on Monday! XXXX just never put it in dispute nor did she call or follow up as promised. I received the order but its damaged and they only allow you to initiate it on your own when merchandise is not received. That did not fit so I contacted them for assistance. Unfortunately the person I reached dropped the ball & its caused additional issues.

Company response to consumer: Closed with explanation