Consumer complaint received 2024-08-05 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: FL

Complaint narrative:
I disputed several transactions for XXXX XXXX on my Cash App account for purchases in which the game was malfunctioning so I didn't get the XXXXXXXX XXXX like I was supposed and customer service pretty much just said, " sorry for the inconvenience these technical issues caused you '', which doesn't help me get my XXXX or my money back. By losing out on the XXXX XXXX it ultimately caused me to have to spend even more money than I would have if the game just worked properly. So while disputing the charges associated with that events ( it is actually two events that take place at the same time ) I noticed charges from XXXX. I haven't purchased anything from XXXX in many years. So I disputed those transactions and even uploaded screenshots of my XXXX account showing that I have not made any purchases on XXXX in years. Afterwards I get a notification from Cash app telling me to verify something, but the rest of the message was cut off in the notification so I wasnt able to see the entire message. When I clicked on the notification it just took me to the home screen, which is the screen it always goes to when you open the app. So I sent a message to Customer Service explaining what had happened and asking what needed to be verified as there weren't any notifications inside the app. They responded back asking for a screenshot when I had already told them I clicked on the notification, so common sense would say I can't go back in time and take a screenshot. But even if I was able to magically go back in time somehow at that time their app was preventing you from taking screenshots due to the security policy, which you would assume their own agents would know this. Now this has literally never happened before, I've taken plenty of screenshots in the app before and I'm able to take them now as well, so I find it VERY strange that I couldn't take screenshots during that time period only. They always do something like this when they don't feel like assisting you, then when you respond back saying you don't have a screenshot and can not get a screenshot they say that without a screenshot they are unable to assist you. So I just let it go, thinking surely if they needed information the agents would know or there'd be a notification within the app or at the very least an email ... Or something. 

Since my card was compromised somehow I had to cancel it and request a new one. Also, I'd like to note that this has been a reoccurring issue with Cash App. My Cash App card has been compromised more than any of the cards I have with other financial institutions combined. After requesting a new card be sent to me I noticed in the app that it kept asking me to request a new card, even though I had literally just done so. When I received my new card on XX/XX/XXXX I reached out to them because it wouldn't be let me activate it. Now mind you I haven't received any messages, notifications or emails from them up until this point. But they tell me I can not activate my card and they're unable to tell me why. Like that doesn't sound fishy at all. After saying he can not tell me why he says to try again after XXXX after I troubleshoot shoot my account by not trying to activate on another device, close any unused accounts. First of all, that doesn't sound like any troubleshooting I've ever heard of. Second, didn't he just say he couldn't provide any details at this time. Again, fishy. Also, I don't have another account. And I haven't tried to activate on another device. I simply followed the instructions that came with the card. That was it! 



Then on XX/XX/XXXX I get a notification saying my account has been closed because I didn't verify my identity. First of all, they make you verify your identity before they'll even allow you to file a dispute. Also, my identity has been verified within the app itself and even says " verified '' next to it. Any time you have an issue with a transaction they try to punish you for something that isn't your fault. They'll go out of their way just so they never have to resolve the issue. 


This is now the second time I've had to file a complaint with y'all. The first time was several years ago after many months of trying to get them to close a dispute. Everytime you inquire about one of these issues they are rude and just end the chat on you. And it literally doesn't matter what the reason for the dispute is they're not going to give you your money back or even look into the matter. No one is ever going to contact you and ultimately you'll be punished for filing the dispute in the first place. This is not right. Why should I have to pay for something I didn't receive? Or pay for a transaction I didn't even make? Or be punished if I request my money back? If anyone should be punished it should be the company who didn't give me what I paid for or whoever is using my card without my authorization. 

Also, I want to add that the chat with customer service in the XXXX XXXX app where I first informed them of the technical issues with my app where it kept freezing, closing, restarting, etc has mysteriously vanished, or atleast I no longer have access to it. I can not access any of the previous chats, not the first time I contacted them about this issue, the second time I contacted them or the third time. I'm unsure whether it was the third or fourth time contacting them when I requesting a copy of my chat transcript, because I have a right to my account information, right? Now I've reached.iut yet again, asking for this information. I can not prove I reached out to them about these technical issues, and that they were indeed aware of them without those chat transcripts but they won't give them to me. Now I'd like to add that the app was up-to-date and there wasnt another update for some time. These tech issues magically stopped after the event ( s ) ended. Which I found to be a bit odd. And I truly believe this was intentional as there have been many instances since where they've done things to intentionally rip me off, which is why I no longer spend larger amounts of money at one time ... Because I can not trust that I will be given the opportunity to use what I paid for fairly ... Keyword there is FAIRLY! 

Also, I do not believe Cash App even investigated the matter because had they done so they would have known I did contact customer service about this issue... more than once. Also, XXXX XXXX has a history of cheating people. A quick XXXX search would tell you that. An example of how this happened to me personally is when I purchased XXXX in the XXXXXXXX XXXX ( I didn't pay with Cash app ) and they gave me the XXXXXXXX  then took them away. I had to jump through hoops just to get the XXXX I paid for back. And it is not like I'm asking for all the transactions to be refunded, only the ones where I wasnt given the ability to use the XXXX I paid for fairly as issues within the game kept me from doing so. Not only that but I did not make any purchases on XXXX nor have I since 2021, which that transaction ended up being refunded anyways. So why am I being forced to pay for something I didn't buy and obviously never got. 


These are not the only issues I've had to Cash App. Money has mysteriously disappeared from my account with no transaction to show where the money went. I've been charged fees when I shouldn't have been and wasnt given cash back after making a qualifying purchase. In literally every single instance in which I contact them they are always rude and never assist me in any way. They need to be thoroughly investigated for their questionable business practices. Also, I do plan to report XXXX XXXX to the FTC as well in regards to this issue as well as several others. 


*Also, I'd like to add that I have provided them with detailed information regarding the transactions I was disputing, including the dates, names of the events, etc. So they have a more in-depth explanation of why I'm disputing those transactions.

Company response to consumer: Closed with explanation