Consumer complaint received 2025-11-03 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: IL

Complaint narrative:
THIS EMAIL WAS SENT TO XXXX as a last attempt : I am writing to you as a very disappointed and disrespected customer who has been subjected to one of the most careless displays of support Ive ever encountered. Your support team has not only mishandled my dispute, theyve managed to dismiss my time, disregard my evidence, and disrespect my money in XXXXne impressive sweep. 

Lets start with the facts. 
On XX/XX/XXXX, I placed an order through XXXX for a XXXX XXXX and a box of XXXX XXXX XXXX totaling {$540.00}. The order was assigned to XXXX  third-party delivery vendor, XXXX, and delivered ( or so I was told ) by a driver named XXXX XXXX XXXX XX/XX/XXXX. Except she didnt deliver anything. The campus police at XXXX XXXX XXXX, along with the mailroom staff, verified through surveillance footage that she pulled up to a completely random building, took a staged photo from her car as proof of delivery, and drove off campus committing theft. 

I immediately filed a dispute with Cash App Support on XX/XX/XXXX, submitting all necessary documentation, including a XXXX police report, case numbers, and email correspondence. I was told the dispute would be resolved within 10 business days. Well, were long past that deadline, and all Ive received in return are canned responses, misinformation ( LIES, COPY & PASTE BS ), and flat-out silence. 

Not only has XXXX refused to honor the refund or acknowledge the police report, but Cash Apps support team has done absolutely nothing meaningful with the evidence Ive provided. Every time I follow up, Im met with the same empty, copy & paste BS WE 'ARE UNABLE TO PROVIDE ANYMORE INFORMATION REGARDING YOUR DISPUTE FILED OR IT WILL TAKE 45 DAYS TO REVIEW YOUR ERROR TO FILE A CLAIM or the occasional fiction that we sent you an email requesting more information, which, for the record, never happened. Ive checked my inbox, my spam, my Cash App messages, and my patience. Nothing. AND TO GIVE ME A BACK TO BACK EMAIL BETWEEN XX/XX/XXXX UNTIL TODAY STATING " We closed your case because a response was provided or it's been more than 3 days since we've heard from you. 

Please reach out through your app if you still have questions. Here 's how : Tap the profile icon on your Cash App home screen Scroll and tap Support For reference, your case # is : XXXX Thank you, Cash App Support thread : XXXX : : '' IS UTTER XXXX 

It seems your team has mastered the art of avoiding responsibility while customers like me are left to chase the resolution that should have been granted weeks ago. Let me be very clear : I will not be reaching out to your support department again. They have wasted enough of my time, energy, and respect. This matter now falls directly under your jurisdiction as executives. 

You will take immediate action to issue my refund of {$540.00}, investigate why your support team has failed to act, and ensure that Cash App upholds its responsibility to protect customers from fraudulent merchants and partners. 

I have no intention of letting this matter disappear into your systems abyss of under review emails. If necessary, I will pursue this through legal channels and consumer protection agencies. 

To assist with your investigation, here is my account information : Cash App Handle XXXX XXXX XXXXXXXX Copies of my police report and documentation trail will be attached for your immediate review. Should you require screenshots of my chat logs with support or perhaps a reminder of how customer service shouldnt operate Ill gladly provide them. 

This nightmare has gone on long enough. I expect to hear from someone competent within 48 hours with a clear plan of resolution. Consider this your opportunity to prove that Cash App still values integrity, accountability, and basic human decency. 

Sincerely, XXXX

Company response to consumer: Closed with explanation