Consumer complaint received 2026-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX I was charged {$1400.00} through Square payment processing, transaction reference XXXX XXXX XXXX XXXX, by merchant XXXX XXXX XXXX XXXX, owned by XXXX XXXX, located at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX, website XXXX I paid {$1400.00} for a service called the XXXX XXXX XXXX which was advertised with a guaranteed XXXX day processing time to secure approved housing nationwide. Application fees were also advertised as covered by the company. The following is a full timeline of events : XX/XX/XXXX Paid {$1400.00} via Square to XXXX XXXX XXXX XXXX for Expedited Housing Package advertised as XXXX day processing. XX/XX/XXXX I emailed the company checking on progress. I was connected to XXXX XXXX who said there was an error and my file had been sent to the wrong applicant specialist. XX/XX/XXXX Applicant XXXX XXXX XXXX at XXXX informed me she had no record of me as a client because my file had been sent to a coworker by mistake. She stated she was starting my applications immediately. XX/XX/XXXX XXXX XXXX informed me she was only able to apply to XXXX out of XXXX properties I provided because the others did not accept XXXX applications. She also informed me she had created a new email account in my name, XXXX, without my prior knowledge, authorization, or consent to create a XXXX profile under my identity. I did not authorize XXXX XXXX XXXX XXXX or any of its employees to create any email account, digital profile, or identity credential using my personal name or information. XX/XX/XXXX through XX/XX/XXXX I provided additional property listings. XXXX informed me offices were closed for the holidays despite the service being advertised with no disclosure of holiday closures at time of sale. XX/XX/XXXX I informed XXXX I had applied to some properties myself but heard nothing back and was waiting for their team to follow up as promised. XX/XX/XXXX I emailed requesting an update. No substantive response. XX/XX/XXXX XXXX responded apologizing for delays citing holiday closures and internal policy changes. No housing secured. XX/XX/XXXX I formally demanded a full refund if housing could not be secured by that Friday. XXXX responded stating she could not process refunds and directed me to contact owner XXXX XXXX at XXXX directly. XX/XX/XXXX After over XXXX weeks with no results I again demanded to know why the company could not communicate with the owner to issue a refund. XXXX again stated I needed to contact XXXX XXXX directly. XX/XX/XXXX I sent a final email to XXXX XXXX stating this was my last contact before filing complaints with the Attorney General, my financial institution, and the CFPB. No resolution was provided. XX/XX/XXXX Nearly XXXX months after payment. No housing secured. No refund issued. Owner XXXX XXXX has never responded to any refund request despite multiple documented attempts. My initial bank dispute was denied. I am filing this CFPB complaint because Square payment processing was used to collect {$1400.00} from me for services that were never delivered, and the merchant has refused all refund requests while also creating unauthorized accounts using my personal identity without my consent. I am requesting the CFPB investigate Squares merchant XXXX XXXX XXXX XXXX and owner XXXX XXXX and require full restitution of {$1400.00}

Company response to consumer: Closed with explanation