Consumer complaint received 2026-02-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: TN

Complaint narrative:
I am filing this complaint regarding Cash App Pay / Cash Apps dispute handling for a purchase that was financed/processed through Cash App Pay. I purchased a XXXX XXXX handheld gaming device ( XXXX XXXX ). When I received the device, it was defective on arrival. The device powers on and has sound, but the screen backlight is faulty, making the display unusable. The backlight issue has been present since I received it. I contacted the seller and attempted to troubleshoot in good faith. I followed troubleshooting steps, including disconnecting/reconnecting the battery and display/backlight connections. The device still remained defective. I also have video evidence showing that the unit powers on with sound but has a display/backlight failure. I filed two disputes through Cash App, and both were denied. I believe Cash App did not properly evaluate the evidence or fully consider that the item was defective when received ( not caused by misuse ). Because this was paid through Cash App Pay ( loan/financing service ), I do not have a normal card issuer chargeback option outside of Cash Apps dispute process. Why I am complaining about Cash App ( not just the seller ) This complaint is about Cash Apps handling of my dispute, specifically : Denying my disputes despite evidence that the item was defective on arrival Failing to provide a clear explanation that addresses the evidence submitted Leaving me without a practical remedy, since the transaction was through Cash App Pay Additional relevant information The seller has been contacted multiple times. I have continued trying to resolve the issue directly with the seller. The devices failure is specifically a backlight/display issue, not general cosmetic damage or buyer remorse. I have/ can provide video proof and copies of communications with the seller. I am submitting updated information because the prior complaint/disputes did not include all of the evidence and timeline details now available. What I am requesting I am requesting that Cash App : 1. Reopen and reinvestigate my dispute ( s ) 2. Review all evidence, including video and seller communications 3. Provide a clear written explanation of the basis for denial 4. Issue an appropriate remedy, including reversal/refund/credit adjustment for the defective item, if supported by its dispute and buyer protection policies I am not disputing a valid purchase I received in working condition. I am disputing a product that was faulty upon arrival and remains unusable due to a backlight failure, and I shouldve been clear about that in my previous complaint. I am requesting that Cash App promptly reopen and review this dispute based on the updated evidence and provide a written response addressing the evidence submitted. If Cash App maintains the denial, I request a clear explanation of the specific basis for that decision and how the submitted evidence was evaluated.

Company response to consumer: Closed with explanation