Consumer complaint received 2025-08-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.
State: TN

Complaint narrative:
On XX/XX/year> me and my family decided to eat out, I ordered the food on the restaurants website and I checked the option to pickup in store. I entered my card information and clicked checkout. The site didn't redirect me to a confirmation screen or anything it just remained on the same screen. My cash app notification pops up on my phone that the payment came out " You spent {$67.00} at XXXX XXXX XXXX '', so I called the restaurant to see if they had received my order and I was told that they didn't see my purchase. I assured them that I did indeed try to make my order online and it did take my money and they told me to just go ahead and come in. I get there they made the food but did not want to give me the food because they didn't see my payment. I showed them my cash app transaction where " {$67.00} '' had been spent and was pending on my account. They told me I should dispute the transaction with my bank. I told them this would not be convenient because the process would take days and this was dinner for that night. So after going back and forth about it I decided I'd just pay in store for the food they made. I paid for the food in store using the same cash app card I used on their website, It went through a second time.. this time for {$62.00} which was because the order was missing an extra I added on 1 of the meals. so in total I spent over {$130.00} within 30 minutes and only received 1 meal. The payment for {$67.00} finalized and was completed maybe a day or 2 later. I went back in the store and they called someone who I assume handles their finances. The employee explains the situation and the person was supposed to look for the transaction and contact their bank to reverse the payment. The restaurant employee took down my contact information and card information so that they could contact me back. I did not hear back from them and days went by. I called them again they had me send over screen shots of the payment transaction, which I did. Still nothing was resolved. I get in touch with them again and they said they cant find the transaction at all, the employee also explained to me that another customer ( a lady ) had a similar experience using their faulty website and they were working with her to give her a refund also. I then tried to dispute the payment with cash app which was useless. I explained this same situation with them and they only denied my dispute and told me that the payment went through and that there was no error with the payment. Which I already knew because {$67.00} had been deducted from my balance on the account. They refused to give me any information as to how they did their investigation, whether they reached out to the restaurant who was working to give me my refund back. They denied my dispute and my appeal and refuse to do anything to help me get my money back. I feel like the issue is simple. XXXX XXXX XXXX says my first payment of almost {$70.00} is not showing for the first meal on their end, and Cash app can see all my transactions and XXXX has been paid twice. I want my money back.

Company response to consumer: Closed with explanation