Consumer complaint received 2024-11-29 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: CO

Complaint narrative:
Kindly refer to the enclosed documents for further clarification for what is now a second complaint against Cash app. These documents present evidence that the unauthorized transactions executed on XX/XX/XXXX, were not my responsibility or authorized by me while I was out of state.

The first document attached is a copy of one of four disputed transaction claims. The first, of four unauthorized transactions, was processed on XX/XX/XXXX. I reported the unauthorized transaction to Cash App through chat and submitted a dispute via the Cash App mobile application. I provided identity verification using a government-issued ID and photo verification through their mobile application. Cash App verified my identity. Shortly thereafter, the XXXX transaction that occurred on XX/XX/XXXX, which had initially been denied like the other claims, was returned in my favor as it was proven to be unauthorized. 

As stated before, all 4 transactions occurred on the same day and were filed simultaneously with the dispute resolution department within Cash App. Subsequently, the three unauthorized transactions that took place, after the initial XXXX transaction, have repeatedly been denied by Cash app asserting that they were fraudulent or false. They state Our manual review of your dispute and account information has confirmed that the dispute was fraudulent or false. Consequently, we have determined that the disputed transaction amount was authorized and that there was no error which is inaccurate. 

Cash Apps statement that the disputed transaction amount was authorized and there was no error contradicts my evidence, which includes the refund from XXXX. The refund And documentation given to cash asap shows that I did not authorize that transaction on XXXX XXXX XXXX That was the initial transaction made by another individual that day. Furthermore, this suggests that Cash App is selectively denying transactions based on its own interpretation of the circumstances rather than actually reviewing or examining the documents or information provided. 

Cash Apps inconsistent handling of my account, particularly the denial of three transactions while one was approved, raises concerns. It is troubling that Cash App made false accusations against me and is punishing me for the consequences of something that was not of my own doing. Cash Apps denial of the other transactions is unacceptable.

Cash Apps unfounded accusations against me are highly unprofessional, unacceptable, and constitute defamation. I demand a prompt resolution to this matter. I have requested a refund for the remaining three unauthorized and disputed transactions that were denied by Cash App. The verification of my identity with XXXX along with my flight invitation and reporting of my card stolen, served as sufficient evidence, demonstrating that I did not make the purchases in question on XX/XX/XXXX, while I was in a different state. 

Despite submitting all necessary documentation and adhering to Cash Apps protocol for resolving disputes, my account was closed. Subsequently, I have re-submitted the disputed claims for the three unauthorized and unrefunded transactions.

Company response to consumer: Closed with explanation