Consumer complaint received 2026-01-08 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Block, Inc.
State: LA

Complaint narrative:
XX/XX/XXXX at XXXXXXXX XXXX  I went to XXXX support report an issue when rescheduling a payment. I got a message saying too many attempts to reschedule were made, which was untrue. Support informed me that the last installment on an order can not be deferred when I told them I could not afford to pay the entire {$400.00} ( actually {$370.00} ) payment due on XX/XX/XXXX and XX/XX/XXXX. I was offered two options 1 ) change an upcoming payment date ( which I attempted and was unable to do ) or 2 ) set up a payment plan. So I decided to set up a payment plan. I thought the payment plan was only going to apply to my upcoming payment not my entire account orders. I set it up for biweekly pulls, {$100.00} each, starting XX/XX/XXXXXXXX  ( the original due date ). I was then connected with an agent reference number # XXXX who confirmed my payment plan and told me my account would be on hold and my spending power would be completed cut. I asked them to clarify what that meant and when they did so while using the word overdue I pushed back on that statement and told them I had no overdue payments since I still had 2 days before the payment was due. The agent then cancelled my payment plan without my request and did not confirm anything with me. I did not notice until the next day when I went into the app to make a small payment and saw that the full amount of all orders {$970.00} was showing to be due on Sunday XX/XX/XXXX. Making my account overdue and when I contacted support again XX/XX/XXXXXXXX XXXX XXXX  I said this I spoke to one of your agents yesterday and they cancelled my payment agreement without my consent. My due dates changed to reflect the day I set the arrangement XX/XX/XXXX instead of the actual date XX/XX/XXXX. The agent doubled down on the word overdue after I told them repeatedly that a payment cant be overdue if the due date hasnt arrived. I need to speak to an agent to get this on record I then attached the thread with the first agent for review but withdrew from the conversation since I had started a complaint via email to XXXX and ccd XXXX XX/XX/XXXX XXXX. I sent a follow up email attaching both conversations and forwarded it to the same emails. I got a response at XXXX asking for account details and I replied at XXXX. Another response at XXXXXXXX XXXX from the agent named XXXX saying this We would like to provide a detailed clarification regarding your payment arrangement and the change in your spending limit. 

Based on our records, the payment arrangement was requested on XX/XX/XXXXXXXX  and was all canceled on the same day. Please be assured that this payment arrangement did not cause the reduction in your spending limit. 

The decrease in your spending limit was due to an overdue payment dated on XX/XX/XXXX. Since the payment was not completed on or before the due date, the account was considered overdue. 

Thank you, XXXX  Customer Support I responded with this at XXXX : There was never a payment due on XX/XX/XXXX. I have email confirmation of this. The original payment date was XX/XX/XXXXXXXX  like I have maintained from the beginning. Continuing to double down on that is counter productive and quite insulting. 

These are the facts listed plainly Timeline and Issues : A payment of {$370.00} was due on XX/XX/XXXX. I requested to defer only {$120.00} to my next pay date, XX/XX/XXXX, while paying {$250.00} on XX/XX/XXXX. 

XXXX denied this option and forced me into a payment arrangement, which I reluctantly accepted as the only option. 

That arrangement was retroactively canceled by your agent without my consent, resulting in all payments being shown as due on XX/XX/XXXX. 

Despite having email confirmation of the original payment schedule, my account is being misrepresented as overdue. 

As a result, my spending power was reduced to {$0.00}, despite my consistent history of on-time and early payments. 



This mishandling has : 1. Falsely represented me as irresponsible.

2. Forced me to address a problem I did not create.

3. Created unnecessary stress and risk to my credit. 



I demand : 1. Immediate approval to defer {$120.00} to XX/XX/XXXX, while paying {$250.00} on XX/XX/XXXX. 

2. Immediate restoration of my full spending power.

3. Written acknowledgment and apology for the mishandling of my account.

4. Identification of the agent who canceled my payment arrangement without authorization and explanation for why this occurred.

5. Assurance that this mishandling will not negatively affect my credit. 



Please provide a full written response as soon as possible addressing everything that I have pointed out. This situation is unacceptable. I expect XXXX to take full responsibility and correct the account immediately. 

XXXX then attempted to move from written to verbal communication at XXXX and I refused XXXX. I sent another email recapping the situation To recap : My payment of {$370.00} was due on XX/XX/XXXX. I requested to defer {$120.00} to my next pay date, XX/XX/XXXX, while paying {$250.00} on XX/XX/XXXX. 

XXXX denied this option and forced me into a payment arrangement, which was then canceled without my consent, resulting in all payments being shown as due on XX/XX/XXXX. 

Despite email confirmation of the correct payment schedule, my account continues to be misrepresented as overdue. 

My spending power has been reduced to {$0.00}, and this mishandling creates unnecessary stress and potential risk to my credit. 



I have attached/quoted the email confirming my XX/XX/XXXX payment date as proof. 



I now demand, without further delay : 1. Immediate approval to defer {$120.00} to XX/XX/XXXX, while paying {$250.00} on XX/XX/XXXX. 

2. Immediate restoration of my full spending power.

3. Written acknowledgment and apology for the mishandling of my account.

4. Identification of the agent who canceled my payment arrangement without authorization and explanation for why this occurred. 

5. Assurance that this mishandling will not negatively affect my credit.

Please provide a full written response addressing all points. 

This is not a request it is a demand for accountability, correction, and proper accommodation. and I attached two photos of emails sent from XXXX showing the correct due dates and I marked the dates and time they were sent. XXXX responded at XXXXXXXX XXXX  saying she was escalating it to a specialist team. It must be noted that every email I received from support was dated XX/XX/XXXX and the time was XXXX ( unsure if it matters but want to include it for accuracy ). 

I called customer service at XXXX Tuesday XX/XX/XXXX because no one had reached out since I last spoke to XXXX at XXXX. Once connected I spoke with XXXX (? ) reference number # XXXX she said there was nothing she could do and asked if I wanted to reinstate the payment plan that was cancelled I asked her if I did that would it interfere with the resolution that the team was working on she said she didnt know but suggested I wait. So I said Ill wait for them to contact me. I called again Monday XX/XX/XXXX at XXXX am and spoke to XXXX reference number # XXXX who told me the same thing that the team is working on it and that they will reach out an there is nothing she can do. My last attempt at communication was yesterday XX/XX/XXXX at XXXX because I received several text notifications that all orders totaling {$970.00} was overdue and if I dont make a payment by end of day Ill be charged an {$8.00} late fee for each order. The email said I called for the second time on Monday and the agent informed me that the team was still working on it and to wait until they got back with me. I havent heard anything from anyone and have received multiple messages about late fees applying to payments by the end of the day. I am sending this email to document my attempts to communicate with XXXX and inform that this issue is ongoing. I have heard nothing from the specialist team, the agents are unhelpful, the issue is ongoing and is negatively impacting me.

Company response to consumer: Closed with explanation