Consumer complaint received 2025-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.
State: CA

Complaint narrative:
Cash app refused to refund my money and kept giving me lame excuses for an unauthorized charge. They claimed that they contacted and reviewed the charge and found that the company followed the proper steps. 
Here is what I was able to save from the text chat with them. 

ME : Please look up my text chat regarding this. 
I do not have the time nor the desire to spend time texting, emailing and repeating myself on the phone over and over!!! 
How annoying and frustrating this company has become. 
I am disputing YOUR decision. 
It seems that it was processed by a BOT, not a human. 
Your whomever did this states that the merchant was contacted and you reviewed the facts. 
If you prove that I am wrong, I'll accept this. 
You are legally required to provide facts. Don't you know that? 
I DEMAND to know who you talk to at the merchant 's ( XX/XX/XXXX) office? 
How did you decide I have no justification? 
Where is the document I signed to approve this new charge? 

I want to see clear and specific steps taken and the evidence to come up with the decision to deny my dispute. 

The list of questions to file a Dispute are not sufficiently clear to help us, customers/users to state the reasons for a dispute clearly. 
How can your BOT come up with such a lame decision? 
I demand my refund NOW! 
Perhaps your inefficient bot has to be reported to the FTC! 
And I am still waiting for the phone call I was promised an hour ago! 



Denied Case Number. XXXX - Merchant name : XX/XX/XXXX- Transaction Date : XX/XX/XXXX - Transaction Amount : {$75.00} - Reason for dispute : I did not authorize this transaction. 
I donated to them maybe in XXXX outside a market booth, and I was very clear telling them I could not do more than ONCE. 
- Date I submitted the dispute to Cash App : XX/XX/XXXX THIS IS WHAT THEIR RESPONSE WAS : LOTS OF DENIALS AND RUN AROUND. 

Wed, XX/XX/XXXX, XXXX to me Hi there, We have received your request for documentation related to your dispute. 

Please find the attached documentation that Cash App relied on to determine the outcome of your dispute claim in case number : XXXX. 

Were unable to provide any additional support regarding this claim and no further action will be taken. 

Please reach out through your app if you need further assistance from Support, as replies to this email will not receive a response.

Here 's how : 1. Tap the profile icon on your Cash App home screen 2. Tap Support 3. Tap Something Else 4. Navigate to the category that best fits the issue 5. Tap Contact Support We appreciate your patience and cooperation throughout the dispute process. 
Cash App Support XXXX Mon, XX/XX/XXXX, XXXX to me Hi XXXX XXXX My name is XXXX XXXX I'm a manager with Cash App Support. Thank you for your patience while I reviewed your case. 

I understand your concern and appreciate you letting us know. I've logged and reviewed this complaint. For reference, your case number with me is XXXX. 

If you do not have anything else to add to this complaint, I'd like to continue assisting you further. 
Your account was recently reviewed by a specialist for a claim you had filed with us. The specialist reviewing your account sent you the results of their investigation on XX/XX/XXXX. 

Your claim has been denied. I know this is not the answer you are looking for. Unfortunately, I can not override this decision as the claim is now closed and we are unable to reopen closed claims. 

You are entitled to request the documents upon which our denial was based. To initiate this request, please click here : https : //cash.app/launch/support/CLAIM_DOCS. 

Note : You must click this link on your phone and have the app downloaded to launch this link. 
For your reference, the case number associated with this claim decision is XXXX. 

Please see the message sent to you previously by our specialist for next steps on how to move forward. You can reach out anytime for assistance with a claim :

Company response to consumer: Closed with explanation