Consumer complaint received 2025-07-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: NJ

Complaint narrative:
On XX/XX/XXXX around XXXX XXXX  I attempted to book a hotel room. This room was supposed to be booked on a 3rd party website known as XXXX XXXX XXXX. This company will be further mentioned as " the merchant ''. I had accumulated XXXX rewards points on this website from previous hotel stays and intended to use them towards the a two night stay. The merchant has a feature that allows one to use half points and half cash to book a hotel room at a discount. Using this feature would allowed me to use XXXX rewards points and {$51.00} to book a room for one night. I proceeded to book a two night stay that totaled up to XXXX points and {$100.00}. I booked the room and used the digital payment app known as Cash App to pay the monetary balance. My account was charged the {$100.00} however I didn't receive a confirmation email. I proceeded to make my way to the hotel and was informed that there was no reservation or booking under my name. I showed them my account was charged and that there had to be a mistake. The front desk employee turned the computer around and showed me no reservation had been made and said I should contact the website used to book the room. I called the merchant and explained the situation they explained to me that there was no record of any transaction using rewards points and cash to book a room for the night. The representative also explained that my rewards points had not been deducted and all XXXX of them were still available for use. I told them I had nowhere else to go and was relying on the hotel room for shelter tonight and the next night. I was informed that I would have to contact my bank and see if they could cancel the payment since it was possibly still pending and that could be a reason for it not showing in the merchants system. I had to use my XXXX rewards points for the night in order to have shelter for myself and XXXX sons who were only XXXX  XXXX  and XXXX XXXX XXXX at the time. I then contacted my bank and asked if there was a way to cancel the pending payment. I was told I had to wait for the transaction to be completed before trying to get a refund by disputing it. Once it was completed I attempted to dispute it on XX/XX/2025. My dispute was denied the XXXX with no clear reason on why just a short paragraph stating they found no error with the transaction. I asked for documentation from the investigation that lead them to this conclusion and received none. As a result I reached back out to the merchant and explained the situation. They told me they would investigate and get back to me. Eventually I received an email saying they still had no record of any transaction in the amount of {$100.00} nor did they provide any records of my bank reaching out to them. I proceeded to dispute the transaction again through my bank on XX/XX/XXXX. This time I provided a screenshot of the email from the merchant explaining they had no record of the transaction. My claim was denied on XX/XX/XXXX again with no clear reason or evidence of an investigation. I asked for evidence supporting this decision and received nothing but an email on XX/XX/XXXX about how they investigated the claim and found the merchant had fulfilled their obligation regarding the transaction. I called the merchant after seeing this and they assured me there was no way that could be true since they had no records of any of it. On XX/XX/XXXX I filed another dispute that was denied on XX/XX/XXXX I asked for documentation on the investigation and received an email XX/XX/XXXX saying no dispute could be found for the claim number I had provided. It became clear to me that between cash app and the merchant fraudulent activity was occurring. There is no way {$100.00} was taken from my account and the merchant maintains they did not receive any payment. While cash app says they investigated my claim and found the transaction was legit and not eligible for a refund despite my evidence supporting otherwise. Not to mention they have yet to give a detailed explanation or any evidence of an investigation besides their word. They haven't provided proof of any communication between the merchant and themselves. Failure to properly investigate a dispute is a clear violation of consumer rights along with the failure to reimburse inaccurate charges to ones account. I previously filed a claim on this matter and it was sent to the FDIC who expressed that the matter should be taken up with Block Inc. which is cash apps ' parent corporation. So I am filling the complaint again in hopes that the matter can be resolved quickly and peacefully.

Company response to consumer: Closed with explanation