Consumer complaint received 2026-06-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Block, Inc.
State: NC

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT NARRATIVE Complainant : XXXX XXXX XXXX : Afterpay US , Inc . Transaction : Order # XXXX | Merchant : XXXX XXXX Prior CFPB Complaints : XXXX | XXXX | XXXX Afterpay Support Ticket : # XXXX SUMMARY OF COMPLAINT I am filing this complaint to document a pattern of unfair, deceptive, and abusive conduct by XXXX XXXX, XXXX in connection with its handling of my consumer dispute regarding Order # XXXX. Afterpay has : ( XXXX ) closed my dispute without reviewing critical evidence I submitted at the explicit direction of Afterpay 's own staff ; ( XXXX ) made false written statements to me denying receipt of properly delivered certified mail, contradicted by official XXXX records ; ( XXXX ) made false verbal representations on recorded telephone calls claiming my dispute was investigated when documentary evidence proves it was not; and ( XXXX ) refused to provide a full refund of {$1000.00} despite documented merchant misconduct including unauthorized access and deletion of my online business accounts. This conduct constitutes violations of the Consumer Financial Protection Act XXXX prohibition on unfair, deceptive, and abusive acts and practices ( XXXX ), XXXX U.S.C. XXXX and XXXX. DETAILED FACTS XXXX. THE UNDERLYING DISPUTE I entered into a transaction with merchant Catalyst Marketing ( individual : XXXX XXXX ) through the Afterpay buy-now, pay-later platform, Order # XXXX, in the amount of {$1000.00}. The merchant engaged in the following documented misconduct : Unauthorized access to and deletion of my XXXX business account and advertising assets without my authorization or consent a potential violation of the Computer Fraud and Abuse Act, XXXX U.S.C. XXXX ; Significant misrepresentation of the services to be provided, delivering services materially different from those agreed upon ; Threatening conduct directed at me, which I reported to Afterpay with supporting documentation. I submitted a formal dispute to Afterpay on XX/XX/year>, including a screenshot and a timestamped XXXX video recording documenting the merchant 's unauthorized access to my accounts at XXXX XXXX. XXXX. AFTERPAY STAFF DIRECTED ME TO SUBMIT EVIDENCE THEN NEVER OPENED IT Afterpay staff member " XXXX '' explicitly instructed me in writing to forward all evidence supporting my dispute to XXXX for inclusion in my dispute file. I complied immediately. On XX/XX/year> at XXXX XXXX, I sent Afterpay an email containing the screenshot and XXXX video evidence. I have email tracking documentation showing that both emails sent to Afterpay on XX/XX/year>, recorded XXXX OPENS ( XXXX opens ). Despite never opening or reviewing this evidence, Afterpay proceeded to make a final adverse dispute determination against me. In subsequent written correspondence ( Ticket # XXXX ), Afterpay representative " XXXX '' of the Customer Resolution Team stated : " I can assure you that I have reviewed every email you have sent to XXXX. '' This written statement is directly and provably false. My email tracking documentation, which I am prepared to produce, confirms the emails were never opened. Afterpay made a dispute determination without reviewing the evidence it instructed me to submit, then misrepresented to me in writing that the evidence had been reviewed. This is a textbook UDAAP violation an unfair and deceptive act in connection with a consumer financial product. XXXX. AFTERPAY MADE FALSE STATEMENTS ON RECORDED TELEPHONE CALLS In addition to the false written statement described above, Afterpay representatives also stated on recorded telephone calls that my dispute had been investigated and reviewed. These recorded verbal statements are directly contradicted by the email tracking documentation showing zero opens. I have preserved these recordings and will produce them in any legal or regulatory proceeding. The combination of a documented written false statement and recorded verbal false statements both contradicted by objective third-party evidence establishes a pattern of deliberate misrepresentation to deny me a remedy I am legally entitled to. XXXX. AFTERPAY MADE A FALSE STATEMENT ABOUT MY CERTIFIED MAIL ADDRESS On XX/XX/year>, I mailed a formal written demand letter to Afterpay via XXXX XXXX Mail with Return Receipt ( Signature Required ), Tracking Number XXXX, addressed to : Afterpay US , Inc . XXXX XXXX XXXX, Floor XXXX XXXX XXXX, CA XXXX XXXX records XXXX the letter arrived at the XXXX XXXX XXXX XXXX XXXX XX/XX/year>, was forwarded by XXXX on XX/XX/year> ( meaning Afterpay XXXX own mail infrastructure received and redirected it ), and was delivered to and signed for by a live individual on XX/XX/year> at XXXX XXXX in XXXX, NC XXXX XXXX Despite this confirmed delivery, Afterpay representative XXXX stated in written correspondence : " We can confirm that the Afterpay address you mailed your letter to is not the correct address. '' This statement is demonstrably false, contradicted by official XXXX XXXX XXXX Confirmation records. Afterpay XXXX own mail system accepted, forwarded, and delivered this letter. Making a materially false statement to a consumer to deny the validity of their formal legal notice in the context of an active CFPB dispute constitutes an unfair and deceptive act or practice. XXXX. AFTERPAY FAILED TO CONDUCT A FAIR AND THOROUGH DISPUTE INVESTIGATION Afterpay XXXX own Terms of Service and applicable consumer protection standards require it to fairly and thoroughly investigate consumer disputes. Afterpay has failed to meet this obligation by : Making an adverse dispute determination without reviewing submitted evidence ; Ignoring documented evidence of criminal conduct by its approved merchant partner ; Failing to take any action against a merchant who made threats against a consumer ; Misrepresenting the scope of its investigation in both written and recorded verbal communications ; Continuing to pursue collection on a disputed transaction despite unresolved documented merchant misconduct. VIOLATIONS ALLEGED Unfair, Deceptive, and Abusive Acts or Practices ( UDAAP ) XXXX U.S.C. XXXX, XXXX ( Consumer Financial Protection Act ) Failure to conduct a meaningful dispute investigation Material misrepresentation to a consumer in connection with a financial dispute Facilitation of and failure to act on documented merchant misconduct RELIEF REQUESTED XXXX. Full refund of {$1000.00} on Order # XXXX ; XXXX. CFPB investigation into Afterpay XXXX dispute handling practices, specifically its pattern of closing disputes without reviewing submitted consumer evidence ; XXXX. CFPB investigation into Afterpay XXXX written and verbal misrepresentations to consumers in the context of active disputes ; XXXX. Immediate cessation of any collection activity related to Order # XXXX ; XXXX. Any regulatory action the CFPB deems appropriate. SUPPORTING DOCUMENTATION AVAILABLE XXXX Electronic Delivery Confirmation Tracking # XXXX ( delivery confirmed XX/XX/year> ) Email tracking records showing XXXX opens on evidence submitted to Afterpay on XX/XX/year> Written correspondence from Afterpay representative XXXX containing false statements ( Ticket # XXXX ) Audio recordings of telephone calls in which Afterpay representatives falsely claimed the dispute was investigated Screenshot and Loom video evidence of merchant 's unauthorized account access Written instructions from Afterpay staff member " XXXX '' directing submission of evidence to XXXX Original demand letter dated XX/XX/year> Prior CFPB complaint numbers : XXXX, XXXX, XXXX I am simultaneously filing a complaint with the North Carolina Attorney General 's Consumer XXXX XXXX and have consulted with a consumer protection attorney regarding potential legal action including arbitration and small claims court proceedings.

Company response to consumer: Closed with monetary relief