Consumer complaint received 2025-04-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: IL

Complaint narrative:
b"I have had cash app for years I can't tell the exact date I've opened it but I had done my taxes and I had my taxes directly deposited into my cash app account because that's the only checking and savings or whatever I had to be able to get stuff directly deposited into my taxes were deposited on XXXX XXXX  I believe I called and reported a transaction for XXXX  prior to the XXXX XXXX just to tell them that I wanted to stop any reoccurring XXXX  payments that were trying to come out of my account I can get those days in the exact amount but he canceled my my card which is my virtual card he had me go into the app and he had me reapply and get a new one well I tried that and it's completely is telling me that I have exceeded the cash app guidelines by the disputes that I have had in my transactions of my account well if I'm having issues with money being taken out of my account and I didn't make the those payments and their reoccurring and they keep reoccurring but they're different like websites there was a psychic ones there was XXXX  XXXX I don't have XXXX XXXX  there have been I XXXX  we say or something but anyway he closed my he closed my car after I've asked him not to because I was waiting for my taxes and it closed me off to my virtual card well all that said and done I ordered a new one my virtual card it let me use the virtual card it sent me one and it has the exact same numbers that I have on my debit card that I have it is the last four is XXXX  XXXX  now on my cash at virtual card it's the same exact thing but my CVV codes do not match so I had called in and told them about this issue and he once again canceled my card reordered me a new one and told me to do the same steps that I did before I did them I once again was told by the app that I cannot order a new cash app card because they don't know anything about it but I'm on order to order one they have no further details for me okay XXXX XXXX rolls around I get $XXXX  deposited into my cash app card account I once again expressed my issues and my concerns and my frustrations because I'm trying to purchase a vehicle for myself and my children and me to get back and forth to work and commute them to school and get back to schooling and also for me I've been told once again I cannot order a cash app card they don't know why they have no further details for me at that time and cannot provide me with any further details at that time that it looks like more or less of my transaction history or my dispute transaction history which how can they penalize me for something I'm following by their policy guidelines so now I'm being penalized for not being able to have a cash app card and being told that we're sorry that the outcome didn't come out to where how you wanted it to blah blah blah and that I can only send and receive money to people or someone that has a cash app card okay so my first transaction purchasing a vehicle from somebody I send that person $XXXX  to put $XXXX  into the vehicle and bring it to me which was not about XXXX minutes away from where I live then be told that they had to keep stopping because it is now been clearly over almost XXXX  hours since there was the car was supposed to be delivered to me so and I asked him what the problem was and when he's like well I didn't think that it was going to need a new battery at the time but I have you can call XXXX  and XXXX  XXXX and he gave me prices of the batteries that were there okay I called XXXX and I'm here in the prices that he had given me and they asked Can you accept payment over the phone because I wasn't giving wasn't trying to give any more money out to somebody I wasn't 100% sure about and he said no that he was unable to receive payment or take anybody's card information over the phone okay. So I contact my son's grandmother but she has cash out so I would be able to send her the money for the battery and she was okay with it but at the time she was in the middle of grocery shopping and she was in XXXX  I'm in XXXX and I didn't want to just dropped her and just make her stop what she was doing calling that before me and do everything that was needed to be situated so he's like he told me that he was pulling he was going to go ahead and just head to XXXX  and he would let me know when he got there so I can go ahead and send him the payment for the battery will I sent him the payment for the battery my cash app each transaction to this person which his name is XXXX XXXX XXXX XXXX and in the notes it is made for the first one was $XXXX  to put in the gas tank for you to bring the car to me and then the second one was for the car battery that I purchased at XXXX  for $XXXX and it's noted that the reason why for the payment was for the battery from XXXX  and XXXX XXXX for that price for him to put it into the car and bring me the vehicle okay get that and he sends me a message telling me stating that he is now on his way to me with the car XXXX  min go by he should have been here at my home by now it only takes him should have took him XXXX  minutes to get from XXXX  to where my home address is in XXXX. He is no longer responding to my phone calls he is no longer responding to my XXXX messages he's no longer responding to my refund that I had sent asking for him to send me my money back he sends me some thumbs up and then cancel my request to have a refund issue back to me I tried to cancel the payment as as you cash apps policy states please try to cancel the transaction as soon as you can I did that okay no go wasn't able to cuz it's instantly then I was told to request a refund from the person my money back once again I did was nothing was sent back was sent thumbs up and then he declined it because I sent it again then I proceeded to call Cash app tell them what the deal was and they said that okay well then now you have to go and since you did that you have to we would have to go then and explain your problem so I put in there that do the cash app that I was scammed they told me that I need to watch out for scams on cash app like this and that I pretty much wasn't getting my money back and that I was pretty much screwed so this happened to me three times the second time before all this cuz I did all this not know the second part that I was supposed to then dispute the transactions after they were denied after being investigated and being denied saying that it wasn't considered a scam and that I need to make sure that I investigate people make sure the people are the right people and whatnot okay the second time it happened it was for $XXXX  and I had an agreement with the person and I have it in writing and once again I'm going to the same process the same thing with them was told that they would deliver me the car when they got back into town I have the text message stating that I have a written agreement between her and I stating that I paid her $XXXX through cash app I can't give her XXXX  dollars in cash that she would bring me the car back because I had a busted windshield and she had to have either she was going to have it put on a trailer or she was going to drive it back personally herself waited and waited no car only coming to find out that the car that I was buying was technically not hers it was her mother's in the XXXX XXXX  and she was going to forge the title over I'm guessing and she wasn't contacting me back so I had contacted the family because I know the family personally and she was not and no condition to be selling her mother's vehicle she has a no contact order with her daughter and the daughter that was the daughter that had the vehicle she was living in her home she has like previous stuff going on with her she has scanned her mother out of over XXXX out of her bank account so I contacted her sister who is the legal POA and she insisted just tell me that her mother was furious and was so mad at her daughter that her car was never for sale and it never should have been for sale that I was pretty much screwed out of my money I wasn't receiving the vehicle and that I needed to file a police report so I filed a police report on all three of these issues also and I tried to contact her by phone by text by voice calling by XXXX  and through cash app requesting my money back cuz once again they say try to cancel it and try to then request it back okay well I got canceled order I got canceled request back I have expired request back and I also have messages that have never been opened or read on XXXX  but I have a text message and the  the agreement that we both wrote I wrote out and we both signed and it's dated to only go through  cash app once again because I can only transfer and send money and receive money but I can't use my own card so here I am I'm down to $XXXX and I have a friend of mine tell me that I could go ahead and link my card to her her card to my cash app which I did and only come to find out when I went the next couple days to get this vehicle that I was going to get for the $XXXX to going  to my cash app and  it back to my cash app do you have it transferred back to my available balance cash balance in my account on cash app to I have insignificant funds transfer decline transfer decline okay so I try to contact her I said hey what's up with the money you know that you know it's the last bit of money I had left so I had her pen and I had her debit card and I have called and had asked for the the transactions and there was $XXXX  put on it that come to find out she had taken the money and she had used the $XXXX all on XXXX  was all the transactions that were made on the XXXX  card that she has which I still have in my possession two once again disputing the transaction to getting no answers no no answers no help no type of any bit of information on how to get my money back so that's what I called and filed the three police reports now the police reports are telling me I have the reports they're made but now I have to take it to civil court I can't afford civil court I can't even afford a car right now I have lost my job I don't get to see my son because I don't have transportation to get him back import the school and to his XXXX  practices so I haven't been able to see my son since all this has happened I'm not being able to get a vehicle I can't even afford transit to get anywhere so this is put a severe severe financial burden on me so I need what I need help please help what do I do what what steps do I take what else do I need to do because I done everything I'm supposed to do cash out I filed the police reports I have proof I have given him proof and sent them proof of the of the cash app screenshots that I have between me and the person and the other me and the person and the the agreement that I had with the one person where the $XXXX I just need some sort of guidance I don't know what else to do there's no possible way that these people are going to be are able to get over on me like that is it so please I need some help"

Company response to consumer: Closed with explanation