Consumer complaint received 2026-05-14 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: Block, Inc.
State: CA

Complaint narrative:
I am filing this complaint regarding confusing and non-transparent transaction accounting, dispute handling, and record access issues involving my Cash App account and a disputed {$59.00} XXXX XXXX XXXX XXXX XX/XX/year>. On or around XX/XX/year>, a {$59.00} charge from XXXX XXXX XXXX XXXX through my Cash App XXXX account. After noticing inconsistent balance activity and difficulty determining where funds had gone, I disputed the transaction on or around XX/XX/year>. Cash App later claimed the dispute had already been resolved around XXXX XXXX on XX/XX/year>. However, I do not recall receiving a clear dispute resolution notice at that time. The emails later referenced by Cash App appeared visually different and faded compared to normal Cash App communications, and no clear explanation was ever provided identifying how the dispute was investigated, resolved, or credited. When I contacted Cash App support regarding the missing funds and account discrepancies, I was unable to obtain a transparent explanation showing : - whether the {$59.00} was refunded as a separate credit, - whether it was internally reversed, - whether it was treated as a pending authorization, - or how the final account balance was calculated. I later obtained a separate refund confirmation directly from XXXX XXXX showing that XXXX independently issued a {$59.00} refund back to my Cash App XXXX account in XX/XX/year> for the same XX/XX/XXXX transaction. However, despite this refund confirmation, the refund still does not appear clearly identified within the Cash App transaction history or exported ledger records. This created significant confusion because : - Cash App claimed the dispute was already resolved, - XXXX later separately confirmed issuance of a merchant refund, - and neither adjustment appears transparently reflected as a clearly labeled credit within the account records. The exported transaction history provided by Cash App also failed to clearly distinguish between : - completed transactions, - failed authorizations, - pending authorizations, - reversals, - dispute adjustments, - merchant refunds, - and internal XXXX balancing or overdraft entries. The records contained numerous duplicated transaction entries and internal XXXX overdraft/balancing adjustments that made it extremely difficult to independently verify the true account balance or determine whether refunds and reversals were properly reconciled. Additionally, supporting transaction documentation and records were not readily accessible through the application. I had to repeatedly request records and wait an extended period before receiving partial exports and supporting files. This delayed my ability to timely verify the transaction history and dispute outcome. My concern is not only the missing visibility of the refund itself, but the overall lack of transparency in Cash Apps dispute resolution process, ledger accounting, and transaction reporting. Consumers should be able to clearly identify when refunds, reversals, dispute credits, and balancing adjustments occur and how those entries impact the actual account balance.

Company response to consumer: Closed with explanation