Consumer complaint received 2024-04-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: GA

Complaint narrative:
I am writing regarding the blatant mishandling of a complaint I made to Block Ins Cash App for failing to follow through with an unauthorized charged by XXXX Rides. 

I have addressed that unauthorized payment separately, requesting a Georgias Consumer Protection Bureau conduct a probe regarding XXXX repeated pattern and practices of charging unsuspecting consumers for an upgraded service for which they did not personally subscribe to. On or about, XX/XX/2024 my card ending in XXXX was charged XXXX for a yearly subscription. I immediately alerted CASH APP and they were supposedly starting an investigation. Instead of doing a chargeback, they forced a cancellation of my card and stated that since it was unauthorized that it was fraud. Therefore, I had to endure the process of ordering a replacement card. 

I have yet to receive my refund although initially, an XXXX rep said that I was entitled to one. An XXXX rep informed that the Cash App investigation was also pending. She said their system would not allow her multiple attempts to refund me go through. 
I promptly provided screenshots of those support chats to Cash App to no avail. Cash App insisted that even though I provided evidence that XXXX was willing to return my funds, that they have to still conduct a 45-day investigation which is nonsensical given that fact that no one is opposing the refund. 

However, since then, I followed up with cash app and the admittedly, the rep stated that It should have been resolved and has taken longer than it should. They also admitted that cash app had dropped the ball and the time period had lapsed for cash app to respond to XXXX, and therefore, Cash app lost the dispute. 

They then suggested that we start the process over from scratch.. I then asked for a supervisor who instructed me to just reach back out to XXXX and tell them that CASH APP lost the dispute and to please return my funds. I asked the supervisor had she even bothered to review the screenshots of my conversation with XXXX as well as with Cash App staff in support of my claim. She initially claimed she did but ultimately stated that she had glanced at it citing that, ( ..it is too long. ) I was perplexed at her logic as to why a company you have loss to would acquiesce to returning money that they fraudulently stole with the unjust enrichment scheme of sighing people up to a service they did not request to being with. Now we are comfortable assuming their benevolence will now ensure a refund. 

Afterwards, I was then sent a denial of YET to receive that link and have inquired since then. After following the steps in their email dated XX/XX/XXXX, and responding, on XX/XX/XXXX, the support thread regarding the initial complaint disappeared along with much of the back and forth. The appeal has gone un-responded to as if I never contacted Cash App support to begin with. However, I screenshot every single conversation with Block Ins Cash App support team. 

I am about to send out a press release informing potential victims of the ongoing action against Block and ask people to come forward to address this matter and take a look at the totality of damages and collective cost to consumers entrusting Cash app, who has fiduciary duty in their role in these peer to peer transactions. Yet, their staff has a mocking attitude and lackadaisical mindset in protecting consumers from fraudulent or unauthorized charges. 

I have been regulated to only reaching the chatbot. 

It is abundantly clear that Block Inc. is unmoved by the recent probe initiate by The Consumer Financial Protection Bureau. Therefore, I am also reaching out to the Attorney General regarding a possible class action lawsuit as I have since seen a signification amount of online complaints detailing Cash Apps wrongfully withholding funds that should have been returned expeditiously to consumers. 

What they do not understand is that I will spend {$300.00} plus dollars filing a lawsuit to recover {$96.00}. Its the principle of the thing. Their arrogance and abuse of their customers can not go unchecked. I want my money back.. I will not stop until it is returned to my Cash App account!

Company response to consumer: Closed with explanation