Consumer complaint received 2025-09-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: TX

Complaint narrative:
What happened ( for CFPB form ) I am refiling this complaint because my earlier CFPB case No. XXXX was closed before I could submit my rebuttal. 
The dispute is about over-billing by XXXX ( XXXX ) for a stay at XXXX and Cash Apps repeated mishandling of my disputes. 


Background I booked my stay in XX/XX/year> through XXXX XXXX XXXX XXXX instead of directly with the property XXXX  because XXXX advertised a Price-Match Guarantee. 
Before I checked in, I called XXXX support. While on the phone, the agent confirmed the lower nightly rate of \ {$71.00} directly with the XXXX front desk and told me to go ahead and book through XXXX to earn loyalty points ; they assured me the difference would be refunded after the stay. Booking.com never applied for that refund. 


Transactions in Question All nights were charged in full instead of at the lower price. 
The correct charge for each night should have been \ {$140.00} ( XXXX nights \ {$71.00} ). 
Two of the over-billed transactions remain unresolved : | Date of charge | Amount charged | Correct amount ( per \ {$71.00} rate ) | Over-billed | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> | \ {$320.00} | \ {$140.00} | \ {$180.00} | | XX/XX/year> | \ {$360.00} | \ {$140.00} | \ {$240.00} | Total unresolved over-billing : {$400.00} Dispute History I first contacted XXXX in XX/XX/year> ; they said they were looking into it but never processed a refund. 
I then filed disputes with Cash App on XX/XX/year> for all affected nights. 
Cash App issued two provisional credits on other nights ( {$87.00} on XX/XX/year> and {$110.00} on XX/XX/year> ) proving they acknowledged the over-billing at least in part. 
Later, Cash App reversed those credits claiming merchant refunds, even though the merchant never refunded me. 
For the XX/XX/XXXX ( {$320.00} ) and XX/XX/XXXX ( {$360.00} ) transactions which were for the same continuous stay and the same price-match issue Cash App denied the disputes outright on XX/XX/year>, stating no error occurred. 
I have contacted Cash App at least nine times ( phone calls, in-app disputes, email responses ) always providing the requested documentation ( screenshots available ). 
Each time, Cash App either closed the case as no response or claimed the dispute was too old. 
My earlier CFPB complaint resulted in Cash Apps letter dated XX/XX/year>, but their response still mischaracterized the situation as if the issue were unauthorized transactions or merchant refunds, which is incorrect. 


Core Issue This is not about unauthorized transactions. 
I authorized the bookings. 
The problem is a billing error : XXXX promised to refund the difference between the higher XXXX rate and the verified lower XXXX rate of \ $ XXXX but failed to do so. 
Under Regulation E ( 12 C.F.R. 1005.11 ), Cash App was obligated to investigate the billing error itself, not simply look for a merchant refund that never came. 


Resolution Sought 1. Have Cash App re-open and correct the XX/XX/XXXX and XX/XX/XXXX transactions, refunding the over-billed {$180.00} + {$240.00} = {$400.00}. Like they did for the other transactions. 
XXXX. Require Cash App to treat all nights of the stay consistently the same price-match failure occurred on each night. 
XXXX. Ensure Cash App acknowledges that the earlier partial credits were their provisional credits, not XXXX refunds. 
XXXX. Require Cash App to comply with Reg E billing-error obligations and provide a good-faith explanation addressing these facts.

Company response to consumer: Closed with explanation