Consumer complaint received 2025-12-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Block, Inc.
State: NC

Complaint narrative:
On or about XX/XX/XXXX I attempted to purchase a puppy from an individual seller using Cash App. Prior to sending payment, I spoke with the seller via phone and XXXX. During these conversations, the seller stated that she was selling puppies and that a payment was required to hold the puppy ( specifically XXXX and gender ) At no time during these conversations did the seller disclose that the payment would be non-refundable. 

In written messages prior to payment, the seller stated that there was a {$100.00} deposit required but also acknowledged that I had only sent {$20.00} initially to hold the puppy. The seller confirmed that the payment was simply to hold the puppy. Based on these communications, I reasonably understood the payment to be refundable if the transaction did not proceed. 

Immediately after I sent the full {$100.00} payment through Cash App, the seller sent a receipt stating that the payment was non-refundable. This was the first time any non-refund policy was disclosed. Later, after I informed the seller that I could not proceed due to changed circumstances, the seller stated that the {$100.00} was non-refundable, despite this condition only being disclosed after payment had already been completed. 

This constitutes merchant misrepresentation and a change of terms after payment. 
After this occurred, I contacted my bank to dispute the transaction. My bank informed me that they were unable to dispute the charge because Cash App transactions are treated as peer-to-peer transfers, similar to handing cash to another individual, and that disputes must be handled directly through the Cash App platform. As a result, I proceeded through Cash Apps dispute process as instructed. 

I filed a dispute through the Cash App app in accordance with their procedures. Initially, I was informed that I would receive an email allowing me to submit documentation to support my dispute. However, Cash App denied my dispute before I was given the opportunity to submit any documentation. 

I then contacted Cash App by phone and was instructed to submit an appeal. During the appeal process, I submitted screenshots of message conversations and receipts clearly showing that the non-refund policy was disclosed only after payment was sent. Approximately one hour after submitting my documentation, Cash App denied my appeal. 

When I contacted Cash App again to ask for an explanation, I was told that they were unable to access my account, which was confusing and inconsistent, as they had already reviewed and denied my appeal. No clear explanation or evidence-based reasoning was provided for the denial. 

Additionally : After I requested a full refund, the seller stated that she could only refund {$120.00} of the {$220.00} total amount paid, claiming that {$100.00} was non-refundable. This statement was made despite the fact that the non-refund policy was not disclosed until after payment had already been completed. 

This partial refund offer further demonstrates that the seller retained {$100.00} based on terms that were introduced only after the transaction occurred and without my prior consent.

Company response to consumer: Closed with explanation