Consumer complaint received 2025-12-31 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: CA

Complaint narrative:
I would appreciate if CFPB stopped closing my case whenever the entity company " Cash App '' responds. Their response is not an indication of a resolved matter. I have filed 4 complaints with the CFPB in regards to this issue with the bank. And, this will be my fifth complaint. 

XX/XX/XXXX : complaint ID XXXX XX/XX/XXXX : complaint ID XXXX XX/XX/XXXX complaint ID XXXX Fourth complaint listed on account The last email I received from CFPB stated, verbatim, " Cash App has reached an agreement with Consumer Financial Protection Bureau to resolve a matter principally related to certain aspects of Cash App 's historical customer service program .... '' I have expressed several times and hundreds of thousands of other customers have complained that Cash App automatically denies disputes instantaneously without real, solid evidence. Every single dispute I've ever had with Cash App, they denied it and it's always the same response : " Based on our investigation, we have determined that this charge is valid. '' I'll give you an example. I disputed a charge for {$40.00} from a third party XXXX located at XXXX XXXX XXXX Florida. The {$40.00} was a deposit for joining a brunch to hear about timeshare. The employee gave me a receipt and on the receipt/contract it says that the {$40.00} deposit is returned. This is clearly written in visible fine print. After not being able to reach the employee about the refund ( text message ), I contacted Cash App and thoroughly explained the validity for my dispute and submitted documentation showing the receipt and the contract form that clearly stated the {$40.00} deposit is refundable and expressed that the employee said whether I joined the event or not, I was entitled to a refund since the {$40.00} was only being used to hold my seat/reservation. And still, Cash App stated that they believe the obligation was fulfilled and found no error. Even with valid evidence and me tell Cash App to do their own due diligence and call the company ( even though I got no response from the merchant ) to confirm, they still denied my dispute which let me know they don't care whether you have valid proof or not, they are not willing to pay unless you go through individual litigation or there's a class action lawsuit where they can't legally ignore claims of illegality on their hand. The fact that Ive only disputed 5 times over the course of being with Cash App since year XXXX and not a single XXXX of my disputes were ever approved shows me that they think they can mistreat customers. When it comes to large purchases, I have already decided that I won't be using Cash App and would rather use a reliable banking source that's REAL. 

I expect CFPB to once again take my dispute seriously. I will also call this government organization to get direction answers on why nothing has been fully resolved with my complaint that has been going on since XX/XX/XXXX. 

Moving forward, I am sending a rebuttal with evidence for Cash App. In cash App 's most recent email, they did sent documentation from the merchant XXXX as evidence used to determine the denial of my dispute. However, I have yet another rebuttal. And, FYI the photo I took while I was in line was just during that time because I had suspicion that I needed proof in case they tried to pull the stunt they did yesterday. I in line way before XXXX. 

Agoda.com, the company I made the service purchase with sent information to Cash App stating that I did not contact them regarding the transaction or file a dispute with them ; however, I found several email correspondences emails between I am XXXX customer service related to the charges I am disputing which means XXXX 's information is false. Secondly, XXXX send transaction details showing that I have made several purchases with them as supposedly a way to state that I've done business with the merchant. XXXX also showed documentation that the transactions in dispute were made by me and that I agreed to the terms and conditions policy each time I clicked continue or made the purchase, indicating I was aware of the transaction and the agreed to the terms and conditions set my XXXX " No refund. '' However, this evidence submitted by the merchant has nothing to do with the reason why I am disputing. I never denied that the purchase was not made. I never disputed that the purchase was unauthorized. What I am disputing is that I purchased a service on XXXX on XX/XX/XXXX and XX/XX/XXXX for {$110.00} and {$73.00} respectively. On both occasions, I was denied boarding by the third party merchant XXXX XXXX when at the airport. XXXX was aware of this ( via evidence from our correspondence ) and advised me to contact the airlines directly. As I have been dealing with XXXX for over a year, I know how they operate. Whenever there's an issue between the merchant ( hotel or airline ), they put the responsibility on the customer to contact the merchant and the onus on the merchant to decide whether to issue a refund or offer a resolution. XXXX is known for claiming that the services have nothing to do with them and that's it's ultimately up to the merchant to decide customers fate or accommodations. Though I paid and my card details were given to XXXX, I had to contact the airline again in which the airline also did not help. I have already emailed the XXXX authorities that oversees airline companies to follow a thorough investigation related to misconduct and airline policy violations against federal law. This is currently be investigated. I have contacted XXXX XXXX XXXX on several occasions. They claimed that my issue was resolved, however, I received no email with documentation showing my issue was resolved and I have yet to be shown that my issue is being taken serious. Every time Cash App, XXXX, or XXXX XXXX had a rebuttal for my evidence, I have always had evidence to back up any claims to negate. 
The most recent is evidence I've attached here that XXXX says I never contacted them about in which I did. The second is me showing evidence that the airline stated I was not on time to board my flight however, my time stamps with photos of the front desk, XXXX ticket counter and workers, and evidence that I was there hours prior to flight departure clearly negates the statement XXXX made stating that I wasn't there prior to departure. I have submitted all evidence showing they were in violation and also supported documentation that they retaliated against me by ensuring I did not make it to my second flight. Why would I pay for XXXX flights back to back if I really had made my flights. They are under the same name, no personal information was changed. I booked back to back with the same airline and both times they denied me boarding. The second flight for XX/XX/XXXX ( purchased XX/XX/XXXX ) intentional discrimination and disparage was a direct result of the employees punishing me for XX/XX/XXXX 's altercation with their coworkers and supervisor. After being stressed out, I decided not to use XXXX XXXX  because I've wasted over {$200.00} ( not even counting luggage purchase ) with this airline and could not even get on the plain and I have several evidence that they were intentionally being rude and intentionally stalling and being disrespectful. I even watched them close the gate right in front of me as I watched them take other passengers in the car for the same flight I was boarding and tell me they won't let me on the plane. It was direct hateful, dark energy at that airport that day. Plenty of jealous beings and the worse experience I ever had with an airline. I went next door to another airline XXXX XXXX and paid for a brand new flight with no issues, no discrimination, no evil intentions and even the employee there stated that they had a similar experience when flying with XXXX. It was expressed to me that this airline is terrible and even reviews online indicate that my experience was similar to others, except they treated me worse. I shared all of this with both Cash App, XXXX, CFPB, and XXXX and even use their own policy against them showing that retaliation is illegal and against the law. Still, I keep being given the run around. I may not be wealthy, but I am human... flawed but still a good person. I would never do what these companies have done to me. I don't intentionally try to ruin people 's life for finances, especially if I didn't initiate the problem. No one helped. I am a foreigner traveling in different countries. What if that was all I had to my name and I became stranded and stuck on the streets because I gave my last and all to the airline that wouldn't let me boarding twice after spending XXXX XXXX XXXX with them. And, I paid in advance for hotels to my next destination in which I could not get a refund for that. I spent extra money having to stay an extra day in XXXX XXXX XXXX. No one ever thinks about how their consequences could affect others because everyone is selfish and has no empathy or sympathy. However if you were in my same shoes, you'd react and feel exactly how I felt. But, it's rare when people actually empathize until they are put in the same position. Even if the first flight dispute was denied based off limited evidence, the fact remains that for the second flight, I have irrefutable evidence to back up everything. Cash app could at least take a look into XX/XX/XXXX purchase since I have more evidence for this. And, if Cash App investigation dispute team actually used their brains they could've deduced that I paid for three flights from the same airport to the same next destination with the same name. What human being would do that if " services were rendered '' or " obligations fulfilled. '' I did not receive the services and I did my part as a customer to show up on time, comply with the airlines requirements ( luggage policy, passport policy, ticket policy, dress code policy, visa requirements, next destination policy requirements ). I did my part but XXXX XXXX did not do there's and since they refuse to admit their employees were wrong and violated several laws, I expected Cash ( the financial company I do business with often and give my money to ), and XXXX ( who I have been using my Cash App card to make purchases with for over a year ) to back me up on this. I've since learned that neither company is a reliable source and that when it comes to the very people giving their money up to these businesses, it means absolutely nothing. As a result of this realization, I do not use any of these companies services as frequent as I once before. When booking my last flight, I had the opportunity to fly with XXXX ( at the cheapest rate ) and I chose to paid XXXX more to fly with another airline instead. Whenever there's a layover or connecting flight with XXXX or in XXXX XXXX XXXX, I strategically avoided any flight destinations with this company. I will never use them again. With XXXX, I've stopped relying completely on this company just because their prices were cheaper. I have since used other booking agencies when making hotel reservations or booking flights. The only time Ive used XXXX after this incident is when their prices are {$10.00} lower than the competitor. Anything less than that I will choose. And now that I am back in the USA, I do not use XXXX at all and will never use them again, even if the difference in pricing is by {$100.00}. As for Cash App, any purchase over {$25.00} won't be used. And, once my deposits are changed to my new Bank, I will be closing my account. One person may not affect your business because I'm just one person, but it does feel good to no longer participate with people who have dark soulless energy and run their business like one. Eventually, I hope the lawsuits continue to pile up for you guys who keep getting sued left and right. Imagine if you guys had done the right thing. It took me a long time to realize that everything you do does come back onto you. When you ripped off customers for years and thought you could get away with it and now it's finally coming back in full circle. Karma is coming to collect. Overall, I'm not even concerned with the money anymore ; it's about the principle. Even if this is somehow my karma coming back, that has nothing to do with how I was treated. Take my money, but I refuse for you guys to pay XXXX XXXX after they Intentionally retaliated against me, disrespected me, discriminated against me, lied to me, were rude and mean, made me get out of character, hurt me financially and moreso mentally. If they don't understand that their actions were wrong morally, then they need to understand their actions were wrong by financial deprivation.

Company response to consumer: Closed with explanation