Consumer complaint received 2025-03-20 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: MO

Complaint narrative:
Dispute of Charges for HyreCar Car Service and Request for Full Refund ( Letter Attached above pdf ) Dear Cash App Support Team, I am writing to formally dispute a series of charges associated with a car rental from XXXX XXXX that I paid for via my Cash App debit card and have since cancelled beginning on XXXX XXXX, XXXX and they are still charging my card various amounts. Below are the details of the rental and the inconsistent and unresolved issues leading to my request for a full refund : Transaction Date : XX/XX/XXXX Transaction Amount : {$51.00} ( charged incorrectly ) Rental Company : XXXX XXXX ( via XXXX platform ) Rental Car Issue : The vehicle I rented was involved in an accident at no fault of mines and became inoperable. Despite several attempts to resolve this issue through the company, including communication with the car owner and following their instructions for towing, the situation was mishandled. The timeline of events is as follows : On XX/XX/XXXX, I rented the car and was informed the daily rate would be XXXX. However, I received inconsistent daily charges ranging from {$51.00} to {$60.00}. 
After the car was hit and became non-functional, I informed XXXX, and they advised me to get a police report and then arrange for a tow. Despite fulfilling this requirement and providing the necessary report, XXXX changed their requirements for the tow, stating the distance had to be at least 30 miles.

Following the instructions given by the car owner, I attempted to resolve the issue myself, even attempting to jumpstart the car to no avail. Due to the cars inability to start and the unsafe conditions after dark, I was forced to leave the vehicle at the location. I secured the car as best as I could and returned the keys as per the instructions. 
On multiple occasions, I reached out to XXXX, and they assured me that I would receive a full refund of {$1300.00} due to the multiple errors and inconsistencies during this entire process. Despite their assurance that I would be refunded by XX/XX/XXXX, I have yet to receive any refund. I have also retained a letter from headquarters. 
Given these circumstances, I am requesting a full refund of {$1300.00} for the rental charges, as well as an additional adjustment for the inconsistent daily charges that were not agreed upon. 

I kindly ask that you initiate a dispute with the merchant, XXXX XXXX, and process my refund promptly. Based on the series of errors and mismanagement throughout this situation, I expect a resolution within 2-5 business days. I appreciate your timely attention to this matter. Thank you for your assistance! 

This letter above was written to cash app on XXXX XXXX, XXXX. Cash app sent me a email stating I can add additional information and evidence and they will reach out to me within 10 business days. That never happened. I called them on XX/XX/XXXX to inquire about what was going on and I was told that my dispute was filed incorrectly The person I spoke with did again and stated everything was taken care of. Fast forward to XX/XX/XXXX I received a email stating my claim was denied due to the incident being pass 60 days timeframe. However I did contact cash app in the beginning within the correct time frame but was ignored and dismissed. Granted I did contact the merchant first to resolve the issue. I immediately contacted cash app right after and nothing was done. the merchant first to try to resolve the issue. Then I in fact contacted cash app within the correct timeframe and was ignored and nothing was done. I do have written/email proof from the XXXX incident documented just in case cash app tries to deny. I was talking to someone over the phone in the beginning when the situation first occurred. I dont understand how they decided to dispute the transaction both times, promising a thorough investigation and in less than 24hrs I get a notification stating the dispute was denied due to timeframe. In all actuality they have been pushing the timeframe further and further. This is intentional negligence.

Company response to consumer: Closed with explanation