Consumer complaint received 2026-04-13 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Block, Inc.
State: IN

Complaint narrative:
I have an outstanding balance with XXXX XXXX, XXXX that I have been actively trying to pay for approximately XXXX months. XXXX own systems are preventing me from making payment, and their customer service via phone, email, and chat has failed to understand, acknowledge, or resolve the issue despite more than XXXX hours of my time spent attempting to get help. The core problem : I am trying to pay my balance using a debit card or checking account. XXXX mobile app will not allow me to update or add a new debit card as a payment method. My original payments were set-up with auto-pay using a debit card that was replaced due to fraud. When I attempt to make payment through their website browser interface instead of blocking the debit card, the transaction shows as declined yet I immediately called my bank and they confirmed that XXXX never actually submitted a charge attempt. The decline is false and generated by XXXX own system, not by my financial institution. Customer service does not understand the issue : Every time I contact XXXX whether by phone, chat, or email representatives respond with scripted language about financing approval requirements or reference a declined credit card transaction I ran in XXXX. That credit card attempt was simply a test I ran out of desperation because my debit card and checking account options were being blocked/not highlighting for selection. I do not want to pay with a credit card. I want to pay with my debit card or directly from my checking account, which is my right. No representative has acknowledged that the actual issue is their system blocking debit and checking account payment methods. They do not comprehend or address what I am telling them. Legal concerns : This conduct raises serious legal issues under multiple federal statutes : Under the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., and Regulation E ( 12 C.F.R. 1005 ), debit card transactions are protected electronic fund transfers. A creditors system that systematically blocks a consumers ability to initiate a lawful EFT to satisfy a debt potentially violates the consumer protections Congress established under this Act. Under the Uniform Commercial Code 3-603, when a debtor makes a valid tender of payment and the creditor refuses or obstructs that tender, the creditor is barred from collecting additional interest, fees, or penalties accruing after the date of the refused tender. XXXX system has been obstructing my tender of payment for XXXX months. Under the XXXX XXXX XXXX XXXX and Consumer Protection Act, 12 U.S.C. 5531 ( UDAAP ), it is unlawful for a covered person to engage in unfair, deceptive, or abusive acts or practices. Blocking a consumers ability to pay through legitimate payment methods while simultaneously allowing a delinquency to accrue and failing to provide any functional alternative payment channel constitutes an unfair practice. The harm to the consumer is substantial, not reasonably avoidable ( because XXXX controls the payment portal ), and not outweighed by any countervailing benefit. A creditor that obstructs payment and then reports or threatens to report the resulting delinquency to consumer reporting agencies engages in conduct that is both deceptive and abusive, as the consumer is led to believe they can resolve the debt through normal channels while the creditors own systems make that impossible. What I am requesting : 1. That XXXX immediately provide me with a functional method to pay my balance via debit card or checking account whether by fixing their app, processing payment manually, or providing an alternative payment portal. 2. That XXXX not report any delinquency, late payment, or negative information to any consumer reporting agency related to this balance. I am actively attempting to pay and have been for XXXX months. Any delinquency is solely the result of XXXX own system failure, not my unwillingness to pay. Reporting a delinquency they caused would be inaccurate, unfair, and a violation of their obligations under FCRA 623 ( 15 U.S.C. 1681s-2 ), which requires furnishers to report only information they know or have reasonable cause to believe is accurate. 3. That XXXX waive any late fees, interest, or penalties that have accrued during the period their system has blocked my payment. 4. That the CFPB investigate whether XXXX payment system failures and its handling of consumer complaints reflect a systemic pattern affecting other consumers. I have invested over XXXX hours across XXXX months trying to resolve this through XXXX own customer service channels. I have been met with scripted responses that do not address my issue. I am filing this complaint because I have exhausted all reasonable avenues to resolve this directly with the company. Note - in my provided documents youll see my screen shot of attempted payment of {$560.00} shows declined. This is the debit card I am trying to use on the app, shown in another screen shot how all cards are iced out/not clickable accept for a credit card, which I do not want to use. Card ending in XXXX is my preferred payment method stored on file. It is a debit card. This is the account I specifically called my bank and have confirmation that no charge was ever attempted in order for them to approve or decline. When I attempted to try and charge that card on the web browser, that is what declined shown in screen shot, again even though bank confirmed no charge placed. And in the app, shown in screen shot, that card is blocked as an option. And they insist on the phone that they have no other way to process payments besides app ( not accepting debit cards ) and website ( not pushing charges through ). This company has made it impossible to pay them.

Company response to consumer: Closed with explanation