Consumer complaint received 2025-05-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Block, Inc.
State: NC

Complaint narrative:
On XX/XX/XXXX upon retrieving some tax information from square business account I noticed a fraudulent charge on my square debit card from my square checking account the merchant was listed under a " XXXX ''. I immediately froze my card and contacted square customer service where I informed them of purchases I didn't authorize or make. I was told I would have my card cancelled and a new debit card issued to me. I was also told from representative that I would be able to go through my transaction list and dispute individual charges to have said charges investigated by a member of the square dispute team and I would receive an email in regards to the investigation within XXXX business days. I proceeded to go through many transactions and find several fraudulent charges from same merchant dating back to XX/XX/XXXX. I then realized I was only able to dispute charges back to XX/XX/XXXX. I once again called XXXXXXXX XXXX customer service again and spoke with a representative where I was informed I could only dispute charges up to XXXX days out. I explained to the representative that it continuously was the same merchant frauding my account and could they possibly look into recouping all the money since if said charges were proven fraudulent from XXXX days all charges would therefore be fraudulent and was informed that could not be done. On XX/XX/XXXX I received an email from the square dispute team stating that all the charges I had disputed were in fact valid due to a questionnaire square had me fill out when cancelling my bank card. I answered all questions truthfully stating that I did in fact have my square card within my possession. I was met with a response that since my chip card was used in all past transactions disputed in chip based payment that meant they were in fact valid. I was also told that I could work with the merchant directly to recoup my money in same email. Early on XX/XX/XXXX before receiving the email from square dispute team I had already reached out to the merchant " XXXX XXXX '' based off a XXXX search I was able to obtain a customer service number. I spoke with someone from billing named XXXX and I was able to give her my deactivated card number along with transaction dates and amounts posted to my account. They searched their records and found no trace of my card ever being used in their system and also informed me that they were strictly an online store so there was no way my chip card would be processed through a chip based card reader. Upon my findings I then called square banking again on XX/XX/XXXX and expressed my dissatisfaction with the square dispute teams findings and that the charges posted to my account where in fact fraudulent since the legitimate company had no records of my card being used. I was told that I could reply to the email and ask the square dispute team to reopen the investigation and to include the details of my conversation with legitimate XXXX XXXX business. I was also told that square banking would email the dispute team to escalate the matter and provided me with a case number. I followed the guidance of the representative and emailed the dispute team with my updated findings and pleaded with them to please reopen my disputes since the charges were not from a reputable business. I was met with a response that the dispute teams investigation was very thorough and they could not open closed disputes but gave me tips on how to keep my account safe. I once again followed XXXX advice changed all passwords, activated XXXX way verification, updated my email password, XXXX, etc.. I received my new bank card on XX/XX/XXXX where I activated it and then proceeded to make two purchases the next following days. I looked on my account on XX/XX/XXXX to find yet another fraudulent charge from same merchant " XXXX ''. Feeling completely frustrated I called XXXXXXXX XXXX again to let them know that not only were my cards compromised but I believed my account was also compromised. Representative then informed me that my card was deactivated a new one would be sent to me and that I could dispute new fraudulent charge from XX/XX/XXXX and a dispute team member would be in contact with me within XXXX business days. I also asked representative to send me a confirmation that a manager or higher up from the dispute team would be in contact with me in regards to this issue since it was on going he complied and sent me confirmation via email. On XX/XX/XXXX I received the exact same email verbatim from the square dispute team that I did on XX/XX/XXXX telling me once again that the charge I disputed was valid. I emailed the dispute team with my complete dissatisfaction with their service and that I believed my account was completely breached at this point pleading with them to protect my account and my earnings from my small business. I also reached out to square customer service again explaining the situation and asking for help since I believed my account to be compromised. A customer service representative then recommended I cancel my checking account since it was still compromised and I was having no resolve within the dispute team. To protect my business and earnings I did as recommended since I felt there was no other recourse at this time. I was also told to continue to reach back out to the dispute team and that square customer service apologized for the inconvenience that the dispute team could only be reached my email. Over the next couple days I continued to reach out the the dispute team asking for help in resolving the matter, asking to speak with a manager, and even let them know if I was to be continuously ignored in my request that I would be contacting the FDIC.I was told nothing more could be done in my favor that there are regulations they must operate under and they understood how frustrating this must be for me and it was my right to seek legal recourse. XXXX has left my business and earnings vulnerable and open to blatant theft of my funds with no repercussions for fraudulent merchant. I provided the dispute team with reputable evidence and after multiple failed attempts to be actually helped by the square team I wrote a formal complaint to the FDIC on XXXX led me to a response today XX/XX/XXXX from square and FDIC sending me to the CFPB to make formal complaint against square or otherwise known as BLOCK inc as I was informed in the FDIC response XXXX This is my final recourse in the matter to help me resolve the fraudulent activity going on within the square platform.

Company response to consumer: Closed with explanation