Consumer complaint received 2026-02-22 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: PA

Complaint narrative:
This is what I sent to my debit card company because I made a purchase back in XX/XX/XXXX it is now XX/XX/XXXX no package no refund and no correspondence from the company I went to investigate on my own and seen that the company I made the purchase from has been scamming individuals out of their funds and never sending packages they have on their website that they are in XXXX XXXX and delivery is expected in XXXX  days after they take they payment and that payment is taken from another company under their umbrella they make promises that the package is going to be delivered never mentioning it is coming from XXXX finally when they say that it is going to be delivered they use a tracking information site called XXXX and XXXX and nothing has been delivered it is falsely stated at XXXX when I contacted the company they had the wrong zipcode they promised to resend XXXX  package and provided a XXXX refund and I paid XXXX I explained that this was a Christmas present and they stated to please be patient waited again now the XXXX  time I get a delivered message at XXXX I asked the company where was the package delivered to what address and what company or courier will be delivering my package the company stated that they use their own delivery company and do not have to provide that information this is the XXXX XXXX  everything has to be checked and go through customs and then transferred to a local company for delivery anyone knows this process I have been trying to reach out to the company since no response. So I contacted my Cash App put in a dispute they denied it even after I reported to the company and filed complaints I filed an appeal they denied it again. This is unfair and has cause me XXXX and XXXX  throughout this ordeal my money should be protected and it is not yet they say if you have any issues please contact cashapp and Cash App will work to get your funds back. I am not sure as to why they say this and it is false because clearly if you go online type the name of the company it is all over the BBB and FTC not to purchase from these companies I was not aware all I am really asking for is assistance with getting my funds back I work to hard for my money and its not fair that at anytime anyone can come into my account and just take my funds and its okay. I have countless emails as well as proof needed to provide yet I was never asked for anything to prove my dispute it is unfair and disturbing because I am not the only one they have done this too. 

And this is what I sent Cash App!!! 

Thank you for your update regarding the final decision on my appeal. While I appreciate you taking the time to communicate, I must convey my serious concerns and profound disappointment with the outcome and the investigative process that led to it. 

My primary concern is that I was never directly contacted throughout the investigation, nor were any of the substantial supporting documents and evidence I possess requested for review. I have meticulously gathered critical information, including detailed email correspondence, surveillance records, and official reports, which I believe unequivocally demonstrate the fraudulent nature of the merchant in question. It is truly perplexing that such crucial evidence was not deemed necessary for consideration by your specialty team. 

Furthermore, it appears the investigation did not adequately account for the merchant 's well-documented history of fraudulent activities, which are reportedly on file with reputable organizations such as the Better Business Bureau XXXX BBB ) and the Federal Trade Commission XXXX FTC ). This oversight raises significant questions about the thoroughness of the review and Cash App 's commitment to diligently protecting its customers from known predatory practices. 

Given these circumstances, I find it regrettable that Cash App has chosen to uphold a decision that, in my view, fails to adequately safeguard customer funds. I must also highlight that a partial refund of {$4.00} was processed, which is in stark contrast to the full disputed amount of {$89.00}. This partial refund, particularly if it was for a product never received or a service unrendered, further underscores the inconsistencies in this case and the need for a complete reimbursement. 

It is disheartening to consider that for an amount of {$89.00}, this matter may necessitate extensive legal proceedings, which will undoubtedly incur disproportionate costs and stress for all parties involved. 

Therefore, please be advised that due to the perceived inadequacy of Cash App 's internal resolution process, I intend to explore all available avenues for redress. This includes, but is not limited to, pursuing legal action against both the fraudulent company and Cash App, as I firmly believe my funds were unjustly taken and the subsequent investigation was incomplete. 

Sincerely, XXXX

Company response to consumer: Closed with explanation