Consumer complaint received 2025-04-22 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: WA

Complaint narrative:
I took a trip to XXXX Washington to visit my son. I ended up being there a little bit too late and needed to rent a motel room. I looked on XXXX And Looked at different accommodations in area, I found XXXX that looked decent for fair price with the accommodations that I was looking for so I booked the room and followed the instructions I received and Headed out to the motel. Upon my arrival I noticed that the exterior looked nothing like what was shown on the website when I got there to check in and spoke with someone. The person at the desk told me a different amount and tried to charge me. An extra {$100.00} deposit that was not listed anywhere on the ad. I immediately contacted hotels.com Because The room that she showed me Was filthy had obvious bugs on the beds? The advertisement said that there were remodel bathrooms when I refuse that room. She showed another room that was identical to that XXXX. None of them. Were anything like what they've had posted on their ad. I don't believe it was of their property at all on the listing. So I declined to take any room there. And began arguing with hotels.com In an attempt to resolve the problem. When that didn't work after XXXX hours. I disputed the charge with Cash App. Who is the person I have my card with? Or had my card with immediately. Following this nightmare, the charge had posted the next day. Which was XXXX the XXXX. Of XXXX and I began a dispute. I included the entire transcription of the chat with the agent from the website along with photographs of the property and I. Demanded that my card be refunded my phones. Based on the fact that goods or services were not as they were advertised. Also I didn't use them. I refuse them since then. I have requested in writing to know the status of my dispute. What actions are being taken on my behalf and when I could expect to know something about my money. Every time I contact Cash App. It forces me to open a new dispute because there is no information. Apparently about this complaint. So now I've got XXXX different disputes. I have requested information and a manager on the last XXXX. Contacts with this company My card has a XXXX logo. I'm entitled to the buyer. Protection offered in using a card issued by XXXX. The listing for this place was completely fraudulent. It did not show actual rooms. I would never have booked a hotel room in a place like this if they had posted the actual photos since I didn't use. The room and I informed all parties immediately. I want my money back Cash App. Continuously refuses to give me a status update. I don't have any disputes with Cash App for the last XXXX months. I don't know what the problem is and they won't communicate with me. I am demanding my money back. This is ridiculous and acts to reach out to someone like you to help me. Because apparently cash app does not take disputes or customer service seriously.

Company response to consumer: Closed with explanation