Consumer complaint received 2025-12-29 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: OH

Complaint narrative:
On or about XX/XX/XXXX I disputed my cash app payment of {$41.00} to XXXX XXXX XXXX for my phone, because I had thought I paid with a different bank card. When it just took the payment from a linked account on my cash app. Realizing that I wanted to make sure I didn't have any other transactions like that.Upon checking my Cash App account further, I realized that I was charged 2 different times for spectrum ( Once XX/XX/year> in the amount of $ XXXXand again on XX/XX/year> in the amount of {$71.00} ) Knowing I Never had a spectrum account I had made the dispute at the same time I canceled the dispute for XXXX XXXX  Which was a day or 2 later. I was successfully able to file the disputes for spectrum into my acknowledgment. I was told that the XXXX XXXX XXXX claim had been successfully canceled. On the XXXX I received an email stating My claim for spectrum in the amount of {$71.00} Was denied reason being, I did not confirm my identity.Which was false. I confirmed my identity XXXX to them denying my claim. I Reached back out to Cash App and they confirmed that I had indeed for my identity. So they filed an appeal on the one spectrum dispute, but the very next day they denied both My spectrum disputes. After sending me an email saying that they did suspect fraudulent activity on the charges. Then closed my account on the XXXX of XXXX Sighting fraudulent activity. I again reached back out to find out why and how did they suspect fraudulent activity? I reached out by phone email both several times. When I called They made an appeal for both of those and for my clothes to account. XXXX XXXX XXXX  I received a text message from XXXXXXXX XXXX XXXX  XXXX saying that my Payment of XXXX XXXX dollars that I have made on XX/XX/XXXX. was refunded back to my Cash app card In that, my phone was being turned off due to nonpayment. So I reached back out to cash app. They told me that XXXX did not refund the money. And they also did not know why the XXXX XXXX XXXX claim was still open, even though I closed it. They also Told me that they didn't have any answers to why my account was closed. That's when they would start acting like they're gon na send me to the resolution team. But then just leave me on, hold for XXXX minutes or longer before eventually hanging up. I sent them a text that XXXX sent me. I even called with a XXXX XXXX  XXXX representative on the line. Since then, i've been getting nothing but the runaroun. I can't go to work because I work with my phone.They just close my account without letting me know Any reason why Or how my account is popping up fraud. Even though I went through all the verification steps and sent them everything that they asked for. Or why I can't get my money back from spectrum. When I don't have a spectrum Account. Never have. Spectrum couldn't even look me up in their system. They couldn't even tell me who the payment was made for. Because when they look up my name, it shows that i'm not even in their system. When I contacted them back today, they keep giving me the runaround, and they're trying to convince me that XXXX did not send the.Refund.Even though I sent proof

Company response to consumer: Closed with explanation