Consumer complaint received 2026-03-29 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:
I submitted the following to CashApp to dispute a charge for services not rendered. I booked my hotel for XXXX in XXXX, back in XXXX to avoid last minute rates. A week before my reservation the property and booking.com refused my request and refused giving my money back. Cash app immediately declined my claim stating that it wasXX/XX/XXXX days after the charge. I understand that unfortunately how was I to know in XXXX that the property and the booking platform we're going to wait till they were outside of that XXXX window to do what they had to do to steal my money. I filed an appeal to which cash app waited XXXX business days after I had sent them all of the below information and responded with the same information it's overXX/XX/XXXX days. At no point did they even bother reading the details of my complaint and now they seem to think I'm just going to accept it and lose almost {$500.00}. Today is XX/XX/XXXX and I'm out {$490.00} as the property and the booking platform refuse to honor my reservation and now cash app refuses to dispute it. Oh hold on I'm actually out more than that because now I have to pay almost {$700.00} to get the cheapest probably trashy or druggy hotel just for the sake of having somewhere to stay when I land tomorrow morning. In XX/XX/year>, I prepaid {$520.00} through Booking.con platform for a stay at XXXX XXXX in XXXX, XXXX Immediately after booking ( XX/XX/XXXX ) I notified property that my flight arrives XXXX PM and my expected arrival would be XXXX PM The listing advertised : XXXX front desk Late check-in requests allowed I sent follow-up messages requesting confirmation on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX No response or acknowledgement for months XX/XX/XXXX the property finally responded stating : Check-in closes at XXXX PM If I arrive after XXXX PM they will refuse the reservation No refund will be given They also told me to stop insisting on getting my money back This directly contradicts the listing advertising XXXX reception I contacted Booking.com support multiple times During calls with support : XXXX agents yelled at me XXXX calls were disconnected XXXX agent appeared helpful and sympathetic saying if they do not honour my request I would be relocated to a comparable facility at no charge to me & asked me to look up some similarly priced locations I later found out when I called back that she had lied to get me off the phone, as none of the agents said they would follow through on that Support confirmed they could see my months of unanswered messages Despite this, they stated they can not force the property to honor the reservation or issue a refund Result : {$520.00} paid for accommodations the property has stated they will refuse and now struggling to afford last minute accomodations so I'm not staying on the street while on what was my Birthday Bucket List Trip At this point the booking platform not only told me they would no longer reply to my messages but XXXX of their agents by the name of XXXX took it upon herself to cancel my reservation all together again stressing the fact that I would be given no refund. At that point I filed an appeal for a chargeback with cash app and it had to have been within XXXX minutes that they got back to me obviously without checking any of the information submitted saying they were declining it. I appealed it and resubmitted all the information about along with copies of the messages from the booking platform and the property. This time cash up we did XXXX days to decline my appeal. They waited XXXX days but still didn't read any of the information. I'm pretty good at anticipating things to come but I'm no mind reader and there's no way I would have known in XXXX that this probably is notorious for canceling people 's reservations last minute oftentimes leaving them in XXXX the night of their arrival with no place to stay. Maybe if cash up had read my request and my messages they would have a different opinion and I wouldn't be stressing out on my birthday trip having to beg people for money so I have somewhere to stay after everyone seems to think that I should just roll over and not fight for {$490.00}

Company response to consumer: Closed with explanation