Consumer complaint received 2025-02-09 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: AZ

Complaint narrative:
Issue : I am submitting a complaint against Cash App for failing to properly handle disputes regarding three separate transactions I made, which involved clear evidence of fraud. This issue also relates to the XX/XX/XXXX fine Cash App received from consumer protection regulators for its poor handling of disputes, which I believe reflects their ongoing failure to address fraudulent activity and resolve consumer complaints properly. 

1st Transaction : Date of Transaction : XX/XX/XXXX Amount : {$24.00} Transaction Details : I used Cash App to pay {$24.00} for a phone unlocking service from XXXX XXXX. After making the payment, the company canceled the service, claiming that my phone was blacklisted. However, I provided proof that the phone was not blacklisted, including documentation from XXXX, XXXX XXXX, and an XXXX checker showing the phone was not flagged. 
Proof Submitted : Email communications with XXXX XXXX showing the cancellation. 
Documentation from XXXX and XXXX XXXX confirming the phone was not blacklisted. 
XXXX checker results showing the phone was clean. 
Actions Taken : I disputed the charge through Cash App, providing the evidence of the cancellation and proof that the service was not provided. 
Cash App initially denied my dispute, stating I had received the service. 
After following up and submitting more evidence, Cash App issued a refund for the {$24.00}. 
Resolution Status : Refund successfully processed after persistent follow-up. 

2nd Transaction : Date of Transaction : XX/XX/XXXX ( same day as the first transaction ) Amount : {$56.00} Transaction Details : I made another payment of {$56.00} to XXXX XXXX for a full phone unlocking service. This was directly related to the previous {$24.00} payment, as both were for the same unlocking service. After receiving my payment, the company canceled the service, again claiming that my phone was blacklisted. Despite providing the same proof that the phone was not blacklisted, the company refused to complete the service. 
Proof Submitted : Documentation showing the phone was not blacklisted. 
Correspondence with the company showing they refused to unlock the phone. 
Actions Taken : I disputed the charge with Cash App and provided all the evidence showing the phone was not blacklisted and that I did not receive the service. 
Cash App denied my dispute, claiming I had received the service, despite the proof of cancellation and fraud. 
Resolution Status : Cash App denied the dispute and failed to provide a refund. 

3rd Transaction : Date of Transaction : XX/XX/XXXX Amount : {$200.00} Transaction Details : I purchased a {$200.00} XXXX XXXX XXXX at XXXX to make a payment to a seller for gaming items. After purchasing the gift card, I tried to redeem it and found it wasnt working. I reached out to the seller, and they insisted that I buy another card. Realizing I was being scammed, I blocked the seller. 
Proof Submitted : Correspondence with the seller requesting an additional card after I reported the issue with the first card. 
Documentation from XXXX confirming the card was purchased from their store. 
Evidence that the card could not be redeemed and was essentially stolen or deactivated. 
Additional Details About the Purchase : When I went to XXXX to buy the XXXX XXXX XXXX, the cashier was an older lady who questioned my purchase very aggressively, even asking to see my ID and card details, mentioning how scams were happening with gift cards. She made me feel uncomfortable, and I almost reconsidered the purchase, but I went through with it. She essentially warned me that I was going to get scammed, but I ignored it, not realizing it would happen. 
Note : I was not warned or helped further, and Cash App still denied my dispute when I submitted all the relevant information. 
Actions Taken : I reported the issue to Cash App, providing evidence that the seller redeemed the card and that I was a victim of fraud. 
Cash App denied my dispute, claiming I had received the goods, despite the fact that the card was non-functional and was essentially stolen or deactivated. 
Resolution Status : Cash App denied the dispute and refused to resolve the issue. 

Additional Information : Connection Between Transactions : The {$24.00} and {$56.00} transactions are directly related to the same unlocking service from XXXX XXXX. Both payments were made to the same company for the same service, and both payments were canceled by the company under false pretenses, claiming that the phone was blacklisted. In both cases, Cash App denied my disputes, even though I provided proof of the cancellations and fraud. 
Relating to Cash Apps XX/XX/XXXX Fine : This issue highlights Cash Apps consistent failure in handling disputes, which is similar to the fine Cash App received in XX/XX/XXXX from consumer protection regulators for their poor dispute resolution practices. This is part of an ongoing pattern of failing to resolve customer issues properly and not addressing fraud adequately.

Company response to consumer: Closed with explanation