Consumer complaint received 2023-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: OK

Complaint narrative:
On XX/XX/XXXX, around XXXX, I tried to pull money from the atm at XXXX XXXXXXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Oklahoma XXXX ( XXXX ). I attempted to withdraw {$160.00} from my CashApp debit card ; however, no money came out of the atm. 

The atm was buffering for a while and I began recording this action. As I was recording this on my cell phone, I received a phone call that stopped the video. I looked up at the atm and an error message populated stating, there was a problem dispensing cash. Please contact your bank. 

I tried to call CashApp, as it was the weekend, the contact center was closed. I was able to start a chat through the app, but it was an hour wait time to chat was a rep. Finally, a rep came on the chat line, and I told him what happened, and he sent a link to start the dispute. 

I gave them all the information that they requested ; however, I was not able to send the video with the original dispute because the only option I had was to send a file. But I only had a video. My cash app account was debited {$160.00}. My debit card was debited with a {$2.00} fee and a {$3.00} fee plus the {$160.00} even though I didnt get the money. 

Monday ( XX/XX/XXXX ), I called CashApp because I wanted to speak with a live person. I spoke with XXXX. I advised her that I had spoken with a XXXX XXXX rep before calling CashApp and the rep advised me that my bank will have to contact them to start the claim process. The rep from XXXX XXXX advised that CashApp will have to initiate the claim and all they will have to do is an audit on the atm ( which usually takes up to XXXX ). XXXX started a new dispute and advised me that I should get an email if they needed the video or more information. I never received an email requesting anything. I did receive a denial email though. 

I have several claims for this issue because I have been constantly reaching out to CashApp. I keep getting denied and I do not understand why. I have done everything that I know to do. The only way you can speak with a dispute rep is through email. Once a dispute is started, no rep will help. They can only start a new dispute. When I start a new dispute, they say that the original dispute was denied, and they will not respond to any of my questions about this case. They continuously say, is there another issue I can assist with. Therefore, letting me know that they are not going to continue to discuss this issue. I am getting nowhere with my case. 
I spoke with another agent on Monday ( XX/XX/XXXX ) that advised me that claim number XXXX is still being investigated and I should hear back on the claim sometime this week. He asked me to attach the video I had at the ATM when the error occurred, and I did. I received a denial for the claim again. I am confused because I am receiving lots of claim denials for claim numbers that have nothing to do with my original Claim.

Company response to consumer: Closed with explanation