Consumer complaint received 2024-10-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: OK

Complaint narrative:
On XX/XX/2024 at XXXX I withdrew XXXX ( XXXX ) to XXXX XXXX but XXXX XXXX deemed it " unclaimed '' so i cancelled the transaction in XXXX XXXX because i didn't know that " unclaimed '' meant " still processing ''. Now my money is stuck somewhere and XXXX XXXX  can't help me because its a cancelled transaction. XXXX XXXX said since it was cancelled it would be returned to the sending account 1-3 business days. It's been 37 days. Cash app says to contact XXXX XXXX but thats not doing any good just sending me right back to cash app because the transaction was cancelled and XXXX XXXX  says they can't investigate any further on cancelled transactions. So all i have is the sending account which is my cash app. Now since this happened i have opened SEVERAL disputes because that and an unauthorized use claim is all there is to open. I actually opened an un authorized use claim because they kept telling me the money was sent successfully and no error occurred therefore denying my claim. I filed the unauthorized use claim and i specifically asked in the details to find my money regarding this transaction. I have asked them several times what happens when funds are sent successfully no error occurring but then the transaction gets cancelled? No one has ever answered me they just keep telling me that it was successfully sent and then deny my claim. I've contacted XXXX XXXX  and have documentation that when they processed the refund from the cancelled transaction the same day that cash app accepted the refund. Then cash app tells me they haven't gotten a refund. I even had one lady basically call me a liar telling me that i got the XXXX and cashed it out. That it was in my account. I tried to explain to her that yes im the one that cashed it out but that it was cancelled and she wouldn't even listen to me all she would say is that she'd be happy to help me if i was honest. I told them if there wasn't a problem why would i continue day after day to contact them. Do they think this is what i want to do is try to talk to them day after day and be embarrassed and made to look like a fool. Like i don't have things to do but sit around and file the same claim over and over and over. I've explained to them time after time that i am not disputing the transaction, that the funds were sent successfully and no error occurred yes that's true but i cancelled it. I've asked what's the procedure for after all that the transaction is cancelled? Only to be ignored. They have caused me so much stress i would really like to sue them for punitive damages but i don't know how to do that. They constantly made me repeat myself only to basically laugh at me and deny any and all of my claims. They are the ones who said after 10 business days they could open a missing funds claim but never would no matter how many times i asked them to. Even after sending the screen shots between XXXX XXXX support and myself they denied the claim stating no error occurred and my complaint would be closed when they are the ones who asked for the proof that the money was sent back to my cash app. They specifically told me after XXXX business days they could file the missing funds claim that i would need to send proof of the funds being sent back to my account. They did that to me over and over and over and over so many times and every time would tell me they was escalating my case to the proper department but that they could not expedite my case. I even stayed on the phone for almost 2 hours trying to talk to a supervisor and the lady hung up on me.

Company response to consumer: Closed with explanation