Consumer complaint received 2024-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX I noticed a bunch of fraud on my cash app account. XXXX separate transactions spanning from XXXX to XXXX of this year. I immediately called cash app support to notify them and dispute the transactions. All calls are recorded for quality assurance as stated pet cash app. I went through all XXXX of the transactions XXXX by XXXX with the cash app rep over the duration of the phone call. The cash app rep specifically acknowledged each transaction I was disputing. Once that was completed the rep began to dispute the charges. We got through about XXXX of the transactions before the rep stated that she would have to get off the phone but that she would continue disputing the remainder of the transactions. The rep disputed a total of XXXX transactions. I noticed that XXXX of the transactions she had disputed were wrong and I immediately got on the phone to notify cash app of their mistake informing them that they disputed XXXX transactions that I was responsible for making. I then informed them that only XXXX of the XXXX transactions had been disputed and I was told that if I was told they would be disputed then thats what would happen. I waited all of XX/XX/XXXX for the remainder of the fraudulent charges to be disputed an d they never were so I called on the XXXX to get the last of the transactions disputed. Later that day I received an email stating I needed to verify my identity and each time I would click the link it would take me to the app and show me that my identity was verified. I immediately responded to the email as well as contacted a rep who stated that my identity was verified that there was nothing more to do and that they can assure me that my claims are being handled. The whole thing seemed very unprofessional and nobody seemed to know what they were doing. I contacted cash app so many times throughout all this ordeal that I lost count. The Friday before XX/XX/XXXX I contacted cash app to get an update on my dispute claims On XX/XX/XXXX I received an email from cash app stating that my cash app card had been closed because I didnt verify my identity. At that point I was upset and contacted support again over and over and I was given the run around over and over. It was the worst experience Ive ever had. Not only was XXXX XXXX dollars just up and gone but I was told over and over there was no further information they could give me and that I was XXXX out of luck. I had been laughed at and hung up on by a handful of people including managers. On XX/XX/XXXX I received the documents cash app relied on in making their decision. It was very basic stuff. That my card was not present for every transaction disputed and that the transactions were captured. Nothing more. At that point I stated I was going to the police and that this was unacceptable. So now it shows on my account that my transaction disputes were denied and my account closed. XX/XX/XXXX I went through the whole process of disputing the XXXX transactions all over. Once again my call was cut short and only XXXX transactions were disputed. I called on the XXXX and made sure the rest were being disputed and received an email that day that t another XXXX transactions had been disputed. On XX/XX/XXXX I received an email stating that {$900.00} worth of transactions were denied. XXXX transactions in total. Exactly XXXX minute later I received an email stating that XXXX of the transactions were resolved in my favor. It made no sense how the XXXX transactions could have been denied especially since the same businesses that were resolved in my favor were also denied. I specifically have stated since day XXXX that Ive never heard of any of those businesses before and that when I looked into them they were all international. XXXX of the businesses that were denied was XXXX XXXX and when you go to their website they only accept foreign currency from somewhere XXXX unfamiliar with and yet it was still denied. XXXX of the other transactions XXXX XXXX XXXXXXXX XXXX XXXX, and XXXX XXXX XXXX were the same businesses that were also resolved in my favor. I immediately got in touch with cash app and disputed the XXXX transactions for a third time. On XX/XX/XXXX I received an email stating that XXXX of the XXXX transactions were denied again but XXXX were resolved. I was furious because it showed that they know they are making mistakes or just screwing with customers because they are very unprofessional. Once again managers laughed at me and hung up the phone. Ive spent countless hours over the last month plus dealing with the most unprofessional costumer service one can ask for and still have XXXX transactions that havent been resolved. I can not and will not accept that. I will not accept the XXXX transactions that were denied and Ive made that very clear. It got to the point where I was talking with a manager and she realized that cash app really screwed up and she had to put me on hold because what I was saying was making complete sense. When she got back on the phone she started asking me to list the transactions that were denied and when I did she tried to pull the terms and services XXXX that according to their terms they dont resolve claims past sixty days. I immediately interrupted her and stated that cash already violated their own terms because I have transactions that were resolved prior to the dates of the XXXX transactions that were denied. The FDIC had been notified and they were shocked with what was going on but since that wasnt part of what they enforced the forwarded my case to the consumer financial protection bureau and told my to also file a complaint. So thats where Im at today because cash app wont stop playing games and acting like a bunch of unprofessional children. My account has been canceled now. And Ive been pretty much told XXXX XXXX out of luck. If I accept the XXXX that were denied then the other XXXX that were resolved in my favor should also be denied and I wont allow that because Im the only one that hasnt changed my stance on anything Ive said. Cash app has used every excuse in the book. They have flip flopped on transactions they have denied transactions then resolved the same transactions they've denied. Cash app has even refunded a transaction that was originally canceled because of lack of funds. That's how scattered they are.

Company response to consumer: Closed with explanation