Consumer complaint received 2026-01-06 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: LA

Complaint narrative:
I am submitting this complaint regarding Cash Apps failure to credit refunded funds that were successfully reversed back to my Cash App card following two confirmed chargebacks initiated with the merchant, XXXX. 

On XX/XX/year> and XX/XX/year>, I made XXXX separate payments to XXXX in the amounts of {$270.00} each using my Cash App Visa card ending in XXXX. Due to issues with the services provided, disputes were initiated and chargebacks were processed. 

On XX/XX/year>, XXXX sent me XXXX official chargeback notifications confirming that both payments were reversed as chargebacks. These emails explicitly state : The chargeback amount of {$270.00} for each transaction The chargeback date of XX/XX/year> The original transaction dates The original transaction reference numbers That the refunds were issued to the Visa card ending in XXXX I have now retrieved and attached both Upwork chargeback notification emails, which clearly show that the refunds were processed back to the same card used for payment. The card ending in XXXX is my Cash App card, meaning Cash App is the issuing bank and the entity responsible for crediting the refunded funds back to my account. 

Despite this, Cash App has repeatedly stated in responses to my prior CFPB complaints that I must contact my bank to receive the funds. This response is contradictory, as Cash App is the issuing bank for the card ending in XXXX and the platform through which the transactions were processed. 

Additionally, when I attempted to appeal the denied disputes through Cash App, both appeals were closed the same day they were opened, without meaningful review. I was instructed via email to respond with documentation, but when I attempted to do so, I was informed that replies to the email were not accepted. This prevented me from submitting the requested information directly to Cash App at that time. 

Cash App has acknowledged receipt of the refunds in its responses but continues to assert that the funds were not returned to my Cash App balance and that I must contact another bank, despite clear evidence that the refunds were issued directly to my Cash App card. 

I have attached the following supporting documentation : Both Upwork chargeback notification emails showing refunds issued to Visa card ending in XXXX Transaction reference numbers matching the original payments Dates of the original transactions and chargebacks Prior CFPB complaint responses from Cash App demonstrating contradictory statements Proof that the card ending in XXXX is my Cash App card At this point, the evidence clearly shows that the refunds were successfully processed by the merchant and sent to Cash App as the issuing bank, yet the funds have not been credited to my account. 

I am requesting that Cash App : 1.Immediately credit both refunded amounts to my Cash App balance, totaling {$540.00} 2.Provide a clear written explanation for why these refunded funds were not credited upon receipt If this matter can not be resolved through this complaint, I will pursue further remedies available to me, including legal action, using the documented evidence attached.

Company response to consumer: Closed with explanation