Consumer complaint received 2025-10-29 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: Block, Inc.
State: FL

Complaint narrative:
This complaint concerns Afterpay US , Inc. and their improper handling of a transaction dispute involving the fraudulent merchant XXXX ( XXXX XXXX ). 

Afterpay closed my dispute without ever reviewing the tracking evidence I submitted, which clearly proves the product was never shipped. XXXX XXXX XXXX has shown Label Created XXXX Awaiting Item since XX/XX/year>, with no acceptance, transit, or delivery scans at any point. XXXX confirmed that the parcel was never received, meaning the merchant never shipped the order. 

Despite this verifiable data, Afterpay classified the case as a lost package and closed it. This classification is false and misleading ; a lost package implies XXXX accepted the parcel, which never occurred. This was a complete non-shipment. The merchant fabricated internal timestamps ( arrived at destination airport ) and provided a fake waybill number ( XXXX ) that is not recognized by XXXX, XXXX, XXXX, or XXXX. It exists only in the merchants internal system. 

XXXX dispute XXXX either failed to review or purposely ignored this empirical evidence. The decision was made without contacting me, and no opportunity to appeal or add further documentation was provided. Once the dispute was closed, XXXX platform blocked all communication regarding the casepreventing me from submitting new evidence, reopening the claim, or speaking with anyone at XXXX about their decision. 

This left me entirely without recourse within XXXX system, forcing me to escalate through my bank. XXXX XXXX has since investigated and issued a provisional refund, classifying the transaction as XXXX Not XXXX, and has blocked XXXX from collecting further payments pending the outcome of their investigation. 

XXXX actions demonstrate a serious failure in their consumer dispute process : They accepted fabricated merchant documentation without verifying XXXX data. 
They mischaracterized a non-shipment as a delivery issue. 
They closed the case prematurely and provided no communication channel for appeal. 
Their dispute email addresses are nonfunctional, and their internal portal prevents further contact once a case is closed. 

This conduct violates the intent of the FTCs Mail, Internet, or Telephone Order Merchandise Rule ( XXXX C.F.R. Part XXXX ) and constitutes unfair or deceptive handling of consumer disputes under XXXX XXXX. XXXX. It also contradicts Afterpays public representation that they work with customers to resolve disputes fairly.

I request that the CFPB review Afterpays dispute-handling policies and require them to : 1. Reopen this case with proper evidence review, 2. Implement an accessible appeal process for closed disputes, and 3. Investigate or remove the fraudulent merchant Watteimall.com from their platform. 

Attachments : XXXX XXXX record showing Label Created Awaiting Item Translation of merchants falsified evidence ( Watteimall_Evidence_Translation.pdf ) Screenshot of Afterpays final decision message and blocked communication portal Product page screenshots showing false XXXX delivery guarantee and hidden fine print changing to XXXX days post-payment.

Company response to consumer: Closed with explanation