Consumer complaint received 2025-06-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: NC

Complaint narrative:
XX/XX/year>, I ordered a {$39.00} wagon through a XXXX ad. The company 's name in the ad was XXXX. I used my Cash App card to make the purchase because I was not familiar with the company. The purchase was initially denied by Cash App and Cash App sent a message to confirm I recognize the {$39.00} transaction. Once I confirmed the transaction, they approved it and the company sent me an email confirming my order. I did not pay attention at the time that the Cash App transaction was from XXXX XXXX XXXX and not XXXX. I only paid attention to the amount. I made no other purchases or authorized any other transactions. 

The following day, XX/XX/year>. The same merchant, XXXX XXXX XXXX, then charged my Cash App account with 8 transactions within seconds of each other. 5 of the transactions were declined due to not enough cash in my Cash App account. 
$ XXXX declined due to not enough cash {$80.00} $ XXXX declined due to not enough cash $ XXXX $ XXXX declined due to not enough cash {$68.00} {$430.00} - declined due to not enough cash $ XXXX declined due to not enough cash I could not immediately dispute because all of the charges were showing as pending. The transactions were showing completed on XX/XX/year> and I submitted a dispute for the {$80.00}, {$75.00}, & {$68.00} transactions on the basis of unauthorized charges. Cash App denied my dispute citing based on information received as part of the dispute and my in app authorization of this merchant, that the transactions were authorized. 

XX/XX/year>, I called Cash App in attempt to escalate the issue and was told that they could only file another dispute. This time I included the {$39.00} initial charge because it was clear the company was fraudulent and I was not going to receive the wagon I purchased. I was refunded the {$39.00} but my dispute for the charges that I did not authorize were denied again. 

XX/XX/year>, I submitted another dispute of the three transactions using the reason that I had not received any merchandise from this merchant. My dispute was once again denied with the reason that based on available information, their investigation led them to determine that the merchant fulfilled their obligations for the goods/services associated with this transactions.

I located my email confirmation from the initial {$39.00} purchase and it shows {$39.00} for a wagon and then there were all of these other transactions labeled as " mystery gifts '' at {$0.00}. The total for the transaction was {$39.00}. XX/XX/year>, I filed another dispute with the reason that I had not been charged the correct amount ( as whatever " mystery gift '' was suppose to be {$0.00} ). That dispute was also denied on XX/XX/XXXX with the reason being that their investigation led them to determine that the transaction was processed in accordance with the payment information received and no error occurred.

Company response to consumer: Closed with explanation