Consumer complaint received 2024-07-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Block, Inc.
State: MO

Complaint narrative:
While looking for sales I found ad on XXXX for a discount for a storefront on XXXX. I checked the storefront and it was a complete website with an about us page, contact us page and so on. The images of the products on the page seemed to be unique and the descriptions were well made and had no typos or errors. I decided to purchase an item from this storefront and went through a standard checkout process from a cart screen. I then got an email confirmation of my order with a widget on the screen to provide shipping details once those were provided. 

Come XXXX I receive notice that my item was delivered. I arrived home within XXXX minutes of the notification and checked the porch, the mailbox, and all adjacent neighbors porches and surroundings. It was nowhere in sight. I went online to report this and to check if there was a delivery confirmation image from the courier ( XXXX ) and there was. 

The picture in the confirmation image was not my apartment nor any apartment in the complex in which I live. It also had a billed weight of over XXXX when my item should have been no more than XXXX with packaging. I was unable to put in my address or information for complete tracking information and calling XXXX did nothing to help as my address was not the address they had on file for that tracking number. 

I attempted to contact the seller ( there was no phone # only an email address to contact them ) immediately with this information and waited 2 business days in which there was no response. I sent another message out to the seller and then began the process to dispute the charge since the order was marked as delivered in the connected XXXX XXXX and on the sellers page. 

I waited another XXXX business days and checked back. I still had no response from the seller and when I went to check if maybe there was an update on the sellers page, their entire storefront was gone. I then spent nearly 3 days trying to identify a way to contact XXXX directly to no avail. Since the seller page was gone I had no confirmation URL so the online report form would not allow submission. They have NO phone number and only provide service to members who have paid to have a storefront with them. 

The only contact with any XXXX adjacent personnel was somebody who responded to my negative review of the app in the play store and has since then never responded again. 

There is no way, shape, or form to contact XXXX regarding a complaint, there is no history of the sellers website, they don't appear to have a physical address? 

All of this was reported to CashApp  as soon as I had the information ; Once I realized I had a bad tracking number and the item was supposedly delivered, I contacted the seller and attempted everything to contact XXXX, I also exhausted all possible options in regards to getting more information from XXXX. 

I submitted a dispute with CashApp  per their policy and gave them all relevant information. No update was given until XX/XX/XXXX they reached out to tell me that the dispute was denied. There was no reason attached to the decision and when I demanded the information they used to make the decision they returned a couple of pages of what seemed to be a transaction receipt and a shipping tracker that APPEARS to show the delivery to my address, however the tracker is not directly from the courier, imputting that information into the couriers website does not reproduce the same tracker, I have still never been contacted by the seller and there is no evidence that CashApp attempted to contact the seller, and the storefront Shop.com is also unreachable and there is no evidence that CashApp attempted to contact them either. I was informed that no response would be given if I responded to the email and that all I could do was file another complaint. 

I immediately wrote up and sent out via certified mail a letter demanding Informal Arbitration as per CashApps TOS. On XX/XX/XXXX I received an email acknowledging receipt of my letter and instructions on how to file a dispute from a Manager named XXXX XXXX I reiterated that I wasn't seeking to dispute the charge but to enter Informal Arbitration as required by their POS. I received a response again on XX/XX/XXXX with further instructions on how to file a dispute. 

Since CashApp is refusing to abide by their own TOS and acting in what can only be assumed to be bad faith, I have decided to file this complaint.

Company response to consumer: Closed with explanation