Consumer complaint received 2025-01-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Block, Inc.
State: NV

Complaint narrative:
I had a payment due to Afterpay on XX/XX/XXXX. I contacted Afterpay more than 24 hours in advance as I have done multiple times before as well as the month prior that I would not be able to make the payment so I needed it pushed ahead by 2 weeks, so I could pay it instead on XX/XX/XXXX. 

I sent this ticket on Sat, XX/XX/XXXX at XXXX. 

Afterpay typically responds within an hour and all the times I have emailed before, they responded within a period of 2 hours. 

I got a response ticket back the same day, at XXXX. The agent said : I am transferring this matter to our team of experts. Someone will get back to you with an update. 

Now, because this matter was urgent and was regarding not JUST a payment rescheduling but more specifically a payment that was going to be due within the period of 48, I figured I was going to get a quick response about this as I have all the 4+ other times I have emailed Afterpay about needing to move/adjust payments. 

I want to note, I contacted Afterpay BEFORE this payment was due. I contacted them with a reasonable amount of time of notice, enough time for someone to ( clearly ) see my matter and be able to answer my ticket. I have contacted with this EXACT same request every single time, asking to move the payments ahead by a week, sometimes two. Now all of a sudden, I got the response described above and NO ANSWER AT ALL. 

I am enrolled in Afterpays hardship program as well, so it is always {$25.00} payments every two weeks until everything is paid off. So again, Afterpay can see that I have financial issues and that matters like this are urgent, as I have been consistently paying this account and paying it on time for over 2 years now. 

I noticed by today ( XX/XX/XXXX ), that I had no response. I asked How long will this take? I need an immediate response since the payment will be due. Thanks. 

However, I went to sign in to my Afterpay account only to see that NOTHING had been done or arranged as I had requested and my account was now considered overdue. EVERY single payment on the account now says I have to pay the FULL amount of {$160.00} and it is due TODAY! This is AFTER I told them I wouldnt even be able to do the {$25.00} payment on the XXXX! 

I tried another follow up at XXXX on XX/XX/XXXX, which as of now, still has no response. I contacted them on XXXX and did their support. The agent asked for my name, DOB and my phone number. I provided it, the agent never responded. I tried contacting Afterpay DIRECTLY through their app. NO RESPONSE! 

I sent in ANOTHER ticket stating verbatim : URGENT. I don't know WHAT is going on but I contacted Afterpay BEFORE ANYTHING WAS DUE. I just logged into my account to see everything says " Due now ''. I can not pay ANY of it. I contacted Afterpay IN ADVANCE to PREVENT THIS PROBLEM. I contacted YESTERDAY about something I had due and asked it to be postponed. Afterpay DID NOT RESPOND and now my account is WRECKED. I need this fixed and reversed ASAP otherwise I will need to report to the CFPB. PLEASE correct my account because it is NOT MY FAULT, as I did what Afterpay says to do which is contact EARLY!!!!!!! Afterpay is the one that did NOT ANSWER MY TICKET!!! 

An agent responded at XXXX However, with the SAME automated response that I got back BEFORE on Sat, XX/XX/XXXX, at XXXX! All they said was : Im sorry to hear about your experience, thank you for raising this complaint about your amount due. 

I completely understand that this situation is frustrating for you. I am escalating this matter to our team of experts. Someone will get back to you with an update. 

We appreciate your patience. 

Theyre STILL escalating the issue? When its past the point of it even being due? I do NOT want to be charged late fees as I am not responsible/liable for Afterpay having non-responsive customer service agents. I tried looking up a phone number so I could speak to a person in REAL TIME and Afterpay doesnt have that anywhere either! The only way to get a somewhat decent response is through emailing and even then, when you get a response its not anyone solving your issue! Its just Afterpay saying theyre escalating the matter with no resolution. 

My account has COMPLETELY reverted and no longer shows the {$25.00} every two weeks plan that Afterpay put me on and now shows the payments going back to " XXXX '', when Afterpay enrolled me in " hardship '' upon request and I had everything paid up to the payment that I asked them to move. They reverted it all back and are attempting to force me to pay the rest of the balance TODAY! 

As I said, Ive been paying this account consistently overtime for YEARS. The ONLY reason why it is now overdue is because of Afterpay and I have NEVER had this issue with them before.

Company response to consumer: Closed with explanation