Consumer complaint received 2025-09-19 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Block, Inc.
State: IA

Complaint narrative:
I have screen shots of the entire converstation with afterpay. I have requested a phone call from a manager i have requested a phone number to call them directly and they give me the run around. I raised a compaint as of XXXX for an order i was attempting to place on XX/XX/year> that never went through. I ordered a jig saw and i order an orbital sander through XXXX which i beleived at that time to have went through and i was charged the initial payment for XXXX of the total bill in the amount of {$27.00} afterpays order number is In-App # XXXX ; 10 days later i had not received my items which is unlike XXXX  so XXXX went into my XXXX  account and looked for my delivery details in which i couldn't find anything. I went back onto the afterpay app and had verified i paid for the order and then contacted both XXXX and afterpay. afterpay is adamate i need to continue contacting XXXX even though there is no record of the transaction.. I called and spoke to a customer service rep and he looked everywhere and stated the items are still in my shopping cart nothing was sent through. I go back to afterpay and again given the run around yet again from them stating i need to jump through all these hoops and i have to dispute through XXXX and i need to contact them as once they send payment they have nothing to do with it. At this point it is ridiculous because XXXX has no record of anything. I argue back and forth with afterpay and it seems i get a new person everytime someone replies because its always something along the lines of i have to dispute with XXXX and i need to contact them etc. so eventually i end up calling XXXX again and sit on the phone with customer service rep explaining this once more and they cant find anything either. This point they escalate it and send me to a supervisor of the department. they do a search and deep dive into my account. They also can't find anything regarding this transaction at all and i explain the situation and they also agree that afterpay would have a reference number or tracking info to follow the papertrail and see where this money has gone since neither myself or XXXX can find anything and they have it. I have mentioned this many times to afterpay and they refuse to acknowledge anything. so they supervisor agrees to write me an email stating the products in question and how she searched my account and there is no order for these items at all ever!! I go back to the afterpay app and once again go into the chat feed and upload this email i again state they need to find where the money went on their end. this has been days of back and forth since you have to wait for them to decide they want to respond to the chat message and today it is XX/XX/year> over a month since the start of this process and still aftepay is giving me the run around. I am being told still today i need to contact XXXX and they have made the payment etc but i am responsible to contact XXXX and figure this out. I am still gettting attempted charged from afterpay they are still trying to take money out of my account even though they have the initial payment already for items i dont have and will never get. this last chat they want me to again contact XXXX for further assistance.

Company response to consumer: Closed with explanation