Consumer complaint received 2026-04-30 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: NY

Complaint narrative:
MERCHANTS NAME : XXXX XXXX TRANSACTION DATE : XX/XX/year> TRANSACTION DATE : {$99.00} REASON FOR DISPUTE : NEVER RECEIVED THE PRODUCT Hello Cash App Support, I am writing to dispute a transaction for an order that I never received. On XX/XX/year>, I placed an order with a company called XXXX XXXX for a complete facial care kit using my Cash App account. A couple of days later, the XXXX app updated the order status to partially delivered. However, I did not receive any part of this order at all. I have checked thoroughly with my household and surrounding area, and no package was delivered. The tracking information appears to be inaccurate or misleading. In addition, I have made extensive efforts to resolve this directly with the merchant. I have contacted XXXX XXXX more than 10 times via email and XXXX, and I have not received any response. They have completely stopped responding to my inquiries. I also researched the company online and found multiple customer complaints reporting the same issueorders marked as delivered but never received. Other customers have also reported that when attempting to cancel their memberships, the website becomes non-functional. I am currently experiencing this exact issue, as the website glitches and prevents me from canceling my membership. At this point, I believe this may be a case of non-delivery and potentially fraudulent business practices. I will attach supporting documents from my research that led me to cancellation. I am requesting a full refund for this transaction and assistance in stopping any further charges from this merchant. Please let me know what additional information or documentation you need from me to process this dispute. I can provide screenshots of the order, tracking status, communication attempts, and any other relevant details. Thank you for your assistance. I look forward to your prompt response. DATE I SUBMITTED THE DISPUTE : XX/XX/year> I am filing this complaint regarding a transaction processed through Cash App for goods that I never received. I made a purchase from a merchant, but the item was never delivered. The merchant failed to provide any tracking information or proof of shipment, and even stated that there was no definitive shipping timeline. I attempted to resolve this issue through Cash App by filing a dispute. However, my dispute was denied. I then made multiple attempts to reopen or file a new dispute under the correct category of item not received, but Cash App would not allow me to do so. I also submitted supporting documentation, including order confirmation and communication with the merchant, clearly showing that the item was never received. Despite this, Cash App did not properly review or consider the evidence I provided. I am requesting that this matter be investigated, that my dispute be fairly reviewed under the correct category, and that I receive a full refund for the transaction. This situation reflects a failure in Cash Apps dispute resolution process and lack of proper consumer protection. Thank you.

Company response to consumer: Closed with explanation