Consumer complaint received 2026-04-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Block, Inc.
State: LA

Complaint narrative:
On Thursday, XX/XX/XXXX, I became aware of a deal, offered through Cash App, in which I could receive 50 % off a XXXX XXXX purchase, for a maximum savings of {$50.00}. Ths deal had an expiration date of XXXX days. Based on my understanding, this offer is able to be used until XX/XX/year>. I searched the " XXXX XXXX '' entity using the Cash App search bar. I found the deal and accepted it. From what I understand, this means my account now had access to this offer. Having activated the offer, I went to the XXXX store and connected the Cash App pay option to my XXXX store account. Having done this, I then made a purchase from XXXX, using the Cash App pay offer. The purchase was for {$85.00}, which would have resulted in a savings of {$42.00}. Despite my having made this purchase with Cash App, this discount was not applied, and the full {$85.00} was removed from my account. Perplexed, I reached out to the Cash App support chat ( the Cash App support call line not being available at that time of night ). The automated support directed me to the Offers page. For some reason, I have not been able to see any offers on my app. ( I am on an XXXX- not sure if there is a UI difference between the XXXX and XXXX. ) I then spoke to XXXX via the chat. Tulip informed me that I could tap on any transaction, where I would see XXXX dots and click " Missing Offer Review '' or " missing offer '', upon which the Cash App team would be able to review the transaction. As with the " offers '' page, I have not been able to see the XXXX dots on my version of the app, hindering me from utilizing this option. As I continued to ask questions, I received a message thanking me for contacting support and letting me know I could take a survey. It seemed that XXXX felt she could no longer assist me. I sent a couple more messages without much progress, and I determined that the chat option would not be fruitful. Therefore, I determined to call the support line the next day. On Friday, XX/XX/XXXX, I called the Cash App support line. The first time I called, I spoke with someone who informed me that my offer had expired. I then ended the call. In the back of my mind, I knew this seemed off. The woman told me the offer was only good for sixty seconds, but when I accepted the offer, it was good for XXXX weeks. I called the support line again. I spent about an hour speaking with various individuals. I believe this call would be linked to report number XXXX. First, I spoke to someone who explained that the reason the offer did not apply was that I did not make a confirmation in the Cash App app after the purchase was made. She stated that the minute expiration was related to this issue, in that I had to confirm the use of the offer within a minute. She expressed that in her view, it would be possible for me to make a purchase and still use the offer. I refunded the XXXX store purchase. While I was on the line with her, I made the purchase again, wanting to ensure that I performed the steps properly. Once again, I was charged {$85.00}. I expressed to the woman I saw no prompt or other message on my app. She was flummoxed and put me on hold. Then, she connected me to another individual, a man. Like the chat support on Thursday night, he advised that I use the Offers page within the app or do the " Missing Offer Review. '' As previously stated, I have sought for these locations within my app without success, and indeed, I was unsuccessful in locating these at that time. He was able to confirm that the XXXX offer I accepted was still active on my account. He then said he would pass this information along to someone who would reach out via email. Cash App support reached out to me via email. After I informed them this of this, they said they " provided an outcome. '' They then refused to respond to further inquiries.

Company response to consumer: Closed with explanation