Consumer complaint received 2025-12-22 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: FL

Complaint narrative:
I am submitting this statement to document a fraudulent transaction involving my Cash App debit card, as well as the extensive steps I have taken to resolve the matter in good faith. 

In XX/XX/year>, I discovered a company advertising yacht rentals on XXXX and XXXX. The company goes by XXXX XXXX Rentals, attached below. The business presented itself as a legitimate yacht charter service through professional branding, promotional videos, and direct communication. They also had reviews of people who have had positive experiences with the company which made me think it was credible. Based on these representations, I reasonably relied on the companys apparent authority and legitimacy and booked what was advertised as a XXXX hour private yacht rental. 

I was charged {$700.00} for this service. Payment was made using my Cash App debit card through XXXX XXXX. 
The yacht rental never occurred. No vessel was provided, and about a day after the payment was made, the merchant ceased all communication. It became clear that the company was fraudulent and had materially misrepresented its services. At no point did the merchant deliver the promised service or provide a refund. 

Immediately upon realizing the service would not be provided, I gathered evidence of the fraud, including screenshots of the social media advertisements, records of communication with the merchant, proof of payment, and proof that no service was rendered and that communication stopped. 
Because the charge was fraudulent and involved services not rendered, I promptly sought to dispute the transaction. 

I initially contacted my bank, XXXX, because the funds used originated from my XXXX account. During this process, I learned that XXXX was not the card issuer responsible for the merchant transaction itself, as the payment was processed via the Cash App debit card. This clarified that Cash App was the proper party to investigate the fraud. 

I then filed a formal dispute with Cash App, reporting the transaction as fraud / services not rendered. I submitted all requested documentation and cooperated fully with the investigation. 
Despite the clear non-delivery of services and evidence of fraudulent misrepresentation, Cash App denied the dispute. 

I subsequently filed a formal appeal, explicitly requesting that the matter be reviewed under Regulation XXXX of the Electronic Funds Transfer Act, as the transaction was authorized only due to fraudulent inducement. I emphasized that this was not buyers remorse or dissatisfaction with a legitimate merchant, but a loss caused by deception. 
Cash App denied the appeal as well, without providing a resolution or reimbursement. 

After exhausting standard support and appeal channels, I escalated the issue to Block , Inc.s XXXX leadership in a final effort to resolve the matter without regulatory intervention. 
In these communications, I outlined the fraudulent nature of the merchant, the denial of my dispute and appeal and my request for reconsideration under federal consumer protection standards. 

As of this statement, I have not received relief through XXXX escalation. 

I am a college student, and {$700.00} represents a substantial financial loss for me. I am seeking reimbursement for funds taken as a result of a fraudulent transaction involving services that were never provided.

Company response to consumer: Closed with explanation