Consumer complaint received 2026-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.
State: NY

Complaint narrative:
Company : XXXX  Product : Buy Now, Pay Later / Installment Payment Issue Type : Billing dispute / charged for goods not received ; account suspension On XX/XX/XXXX, I disputed a {$100.00} XXXX XXXX order ( Afterpay Online # XXXX, XXXX Claim XXXX ) because the merchant failed to deliver the merchandise to my address on file, despite multiple confirmations of my correct address in emails sent by XXXX XXXX These emails clearly indicate that standard shipping was selected to my full address. 

The delivery email from XXXX included a photograph of a XXXX-labeled box in a building lobby, but the shipping label is illegible and there is no evidence the package was delivered to my apartment or under my control. I do not reside in a lobby, and this photo can not substantiate lawful delivery. 

I filed a police report ( Event No. XXXX, Officer  XXXX/Chief Waring ) and made multiple documented, good-faith attempts to resolve the matter with XXXX, XXXX, and XXXX XXXX 

During this process : XXXX instructed me to contact XXXX ; XXXX instructed me to contact XXXX ; XXXX  website explicitly states that delivery issues must be handled through the merchant. 

This demonstrates that all three companies are misdirecting and misleading the consumer. They refuse to honor their own Terms and Conditions, yet continue to demand payment as per contract, in violation of both contractual obligations and XXXX  consumer protection statutes. 

I am willing to pay what I legitimately owe, but I will not be coerced into paying for undelivered goods, as established by UCC 2-509 and relevant consumer protection statutes. 

Despite my rejection of XXXX position and submission of evidence showing non-delivery, XXXX restated the merchants position, closed my dispute, marked my account past due, and suspended my account, failing to honor its own T & C and obligations under law. XXXX T & C explicitly promise protections for consumers in cases of non-delivery, non-performance, or merchant breach, including the right to pause payment obligations and investigate disputes in good faith. Repeating the merchants unsupported claim of delivery shifts the risk of loss to the consumer, contrary to UCC 2-509 and applicable consumer protection statutes. 

I have had to reopen disputes with XXXX, but as of XX/XX/XXXX, the XXXX purchase remains past due and the dispute remains closed. XXXX  Dispute numbers include : XXXX, XXXX, XXXX, opened XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. 

This conduct represents a serious failure by XXXX, XXXX, and XXXX to honor contractual and statutory obligations, repeated mishandling of a legitimate dispute despite evidence, and improper shifting of risk to the consumer. I request that CFPB require XXXX to conduct a full investigation of its dispute resolution process, reverse all improper charges, reinstate my account, and ensure compliance with contractual and regulatory obligations.

Company response to consumer: Closed with explanation