Consumer complaint received 2026-04-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: OH

Complaint narrative:
enrolled my XXXX into a " XXXXXXXX XXXX XXXX XXXXXXXX competition, ran by XXXX. After unauthorized funds were deducted from accounts, being given false information from XXXXXXXX XXXX XXXX XXXXXXXX team, and continued experiences of poor customer service, I requested that my XXXX be withdrawn from the competition. I am requesting a full refund of all funds collected through transactions made by a XXXX and through practices that were misleading and lacked transparency. Specifically, I am requesting : Full reimbursement of all transactions totaling approximately {$2700.00} ( or the corrected total upon full investigation ) Credit for the remaining balance of {$2600.00} after accounting for the {$44.00} already refunded A full audit of all transactions related to this matter Written confirmation that these transactions have been voided and removed These transactions involve a XXXX XXXX, and according to XXXX XXXX XXXX XXXX own rules, XXXX are not permitted to make donations. Despite this, multiple transactions were accepted and processed. Additionally, I made multiple attempts to contact XXXX XXXX XXXX XXXX through their website chat feature and email, and I did not receive responses. The company later claimed they responded to all concerns, which is inaccurate. When I requested proof of their responses, none was provided. The attached email reflects that I had to initiate direct contact after receiving no response through their chat system. I have documentation of repeated outreach attempts. Furthermore, I began contacting the company after multiple individualsincluding family members and friendsreported that funds were taken from their accounts without consent after donating. While one individual was able to recover funds through their bank, several others have not, resulting in a combined financial impact exceeding {$5000.00}. I also have concerns regarding misleading and incomplete information provided during the contest, including : Failure to disclose the number of participants within each group Failure to provide or allow access to actual vote counts for participants or competitors Refusal to provide this information even when directly requested Participants are instead shown relative rankings ( such as being in first place ) without meaningful context. This creates a misleading impression of proximity to winning, while withholding critical information about overall competition size and actual standing. Additionally, the company has represented that participants do not need a large social media following or significant financial contributions to win, and that it is possible to win using only daily free votes. Based on my experience and observations, this representation is misleading and does not reflect the practical reality of how the competition operates. This lack of transparency created a misleading impression that continued donations would meaningfully impact the outcome, when critical information was withheld. Due to these issues, I am also requesting : A formal explanation of how transactions from a minor were accepted An explanation of their communication failures and inability to provide proof of responses Clarification of what information is disclosed to participants regarding competition structure and vote tracking Corrective action to ensure transparency and prevent similar issues affecting other families Due to the financial loss, lack of transparency, and failure to respond appropriately, I am also requesting appropriate compensation for the time, distress, and impact caused. Additionally, a partial refund in the amount of {$44.00} was issued through the Cash App account associated with these transactions. However, due to Cash App closing the unauthorized account, I no longer have access to retrieve that specific transaction record. Further, Cash App closed my account after I submitted my complaint and dispute, without providing a clear explanation or identifying any violation of terms. This action further restricted my access to records and raises concerns regarding their handling of this matter. All transaction records, including refunds, are within the control of Cash App and associated payment processors, and I request that these records be obtained as part of any investigation.

Company response to consumer: Closed with explanation