Consumer complaint received 2025-12-23 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: VA

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding Cash Apps handling of an urgent and distressing customer service matter related to an accidental charge during a funeral period. 

On XX/XX/XXXX, an accidental charge of {$210.00} occurred on my Cash App account. The charge was immediately canceled, and I promptly contacted Cash App to report the issue and request resolution due to the circumstances. 

On XX/XX/XXXX, beginning at XXXXXXXX XXXX, I contacted Cash App customer support again to follow up. I spoke with two representatives. The second representative identified herself as XXXX. 

Within approximately one minute of the call, I requested to be transferred to a live supervisor or manager, as I had already spoken with a prior representative and the matter was urgent. Representative XXXX refused to transfer the call unless I disclosed details of the issue again, despite my explanation that I had already provided this information and specifically requested a supervisor. 

Without informing me, she placed me on hold for approximately 10 minutes. Upon returning, she statedthree separate timesthat if I provided my personal information to her, she would transfer me by phone to a supervisor or manager. I clearly stated that I preferred to provide my information directly to the supervisor, not to her. 

She then changed her position and stated that a transfer would only occur after I shared my information with her and further advised that a supervisor would not speak with me by phone, but would instead contact me by email. I expressed that this was an urgent emergency related to a funeral, and that the previous representative had informed me the funds would not be returned until the end of XX/XX/XXXX, which would cause significant hardship. 

Following this, I was left in complete silence on the line for XXXX minutes and XXXX seconds, without any communication or status update. At the end of that period, the call was disconnected, with no supervisor contact, no resolution, and no follow-up. 

This conduct constitutes : Failure to provide reasonable access to supervisory support Prolonged and unexplained holds Misrepresentation regarding escalation procedures Abandonment of a customer during an urgent and time-sensitive dispute Given the emotional and financial distress involvedparticularly while attending a funeralthis experience was unacceptable and compounded an already difficult situation. 

I am requesting : Immediate review of this incident and the conduct of the representative involved Prompt resolution of the {$210.00} dispute Written confirmation of Cash Apps escalation and supervisor-access policies Assurance that customers will not be subjected to prolonged silence or disconnection during urgent matters I expect a timely response and appropriate corrective action. 

Sincerely, XXXX XXXX XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation