Consumer complaint received 2025-02-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: TN

Complaint narrative:
Good evening. I want to XXXX, thank the staff of CFPB, who have done a remarkable job in receiving my original complaint, immediately reaching out to CashApp, and getting a response. That's pretty cool. 

I am requesting a resubmission to CashApp, as they have not thoroughly looked at any of my correspondence and addressed it, appropriately. The response was less than sub par because it had absolutely nothing to do with the settlement that CFPB, successfully achieved for the wronged consumers of CashApp and its affiliates. Whoever was responsible for reviewing my complaint should not be on the responding committee, ever. That person was so eager to close this case and move on, and respond with a pretense of humility as if they have learned their lesson. Apparently they did not, because I was a victim of them not thoroughly investigating my complaint to them, and they hurried up and denied my complaint and appeal. 

My request is an isolated matter, that happened recently ( post the settlement ). Please reference my case with you of XXXX. In case you can't attach those notes when you submit this to CashApp, let me provide the context again. 

I received a call from a friend, who wanted to help her friend with an emergency situation. She mentioned her name of XXXX XXXX. I wanted to help, if I could. So, I started typing XXXX XXXX, and XXXX XXXXXXXX popped up and there was no other similar name, so I chose this lady. A payment of {$100.00} was sent from XXXX XXXX  on XX/XX/year> at XXXX pm. A few minutes later, my friend called me back, stating XXXX did not receive her money. I mentioned that I did send it. The money was pulled from my CashApp balance. She asked me to tell her the CashApp name that I sent it to. I recited to her the character string and the spelling of the name. She said the spelling was incorrect. She provided the correct spelling. I told my friend that I do not want to delay sending, but, have her send me the request, so I won't misspell the name. XXXX  XXXX, requested the {$100.00}, and I paid it the very same day at XXXXXXXX XXXX 

I went to the CashApp chat to ask for assistance with a refund. That bot told me that I could start a dispute and I could click on the link to begin. I did submit a complaint. I also tried to request the refund from her, personally. She never responded. CashApp denied my request. I submitted an appeal, and they denied the appeal. There is no other recourse once the appeal is denied. Rather than understand that if their member receives money in error, if they do not refund the money, that is an ethical issue and theft. 

Their process is not meeting up to the standards that they agreed to, even after CFPB, gainfully, achieved a settlement for the consumers. It is their responsibility to manage their platform and expect anyone using their platform to adhere to standards or be penalized, and prevented from using their services. CashApp should have really conducted an investigation to follow XXXX XXXX of what happened to see that this was a duplicate effort. They should have reached out to XXXX and detailed a complaint was submitted involving her receipt of {$100.00} in error and she will need to refund the money by 'said date '. Failure to do so will result in suspension of being allowed to continue to use CashApp. If she has not done so, then they should have shut her benefit down and refunded me the money, especially up to a 'fair amount '. {$100.00} is not {$1000.00}. Banks will front you the money, conduct the investigation and if it is discovered that money shouldn't be granted, they will take that money back. 

CashApp hurried up to deny me, they did not want to do the work. As you can see from my original complaint, they failed to read to understand my complaint and respond, appropriately. Their response has nothing to do with my complaint. I can't just sit back and allow this company to ignore what they should do to protect their members, and enjoy the fees that are taken out for certain transactions. They were eating me up with fees when I had my business account with them. So, it is not like I operated in a shady manner with them, ever!

Company response to consumer: Closed with explanation