Consumer complaint received 2024-12-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: TX

Complaint narrative:
Hi! I have been dealing with an on-going issue with CashApp & XXXX XXXX XX/XX/year>. I have spent numerous hours sending emails, calling both companies back to back as no one wants to take ownership of this issue. 

In XXXX, I had booked an XXXX for {$160.00}. This XXXX was shortly later cancelled around noon that day. I had spoken with XXXX and a normal refund process had started and the only thing I was anticipating was my refund back from the company. 

Well, later that night I happened to be at another XXXX that was purchased through my Cashapp card that had actually recently been changed as of that afternoon when the airbnb was cancelled. The amount charged did not reflect the airbnb that I was currently at but it reflected the cancelled amount. 

When this occurred my CashApp account only had a balance of a dollar and not {$160.00}. Normally CashApp would not overdraft my account to complete any purchases. My account was now negative by {$160.00}. The exact same amount of the previously cancelled XXXX but hours later did this occur. The original charge was around XXXX AM and CashApp was now showing two charges for the same airbnb but one was posted about 12 hours later around XXXX am. I will also note that CashApp does reflect a different time of when the second charge took place it is ONLY the second charge. 

The next day I spent time calling XXXX to fix the matter but in the end XXXX referred me to handle it with CashApp. I disputed the charge with CashApp which ended up being declined. That is when I began speaking with CashApp over the phone. I spent countless hours making calls and sending emails in-between both companies. In the end, not only did XXXX provide me with the proper refund but also provided evidence that they did not charge a second charge. Which is in the documentation below. This was what was stated by CashApp that was needed to go forward. 

Once XXXX provided me with that information - I was still unable to get this matter properly resolved. Eventually I did get pretty annoyed with this endless loop of both companies blaming each other but no one wanted to provide a resolution for me as the consumer. XXXX did stick to their end of the deal, whenever I request any documentation that I may have thought of to resolve this, they provided in a timely manner. Now CashApp did not and even getting them to confirm the time the second charge took place was very hard. 

Now, lastly something that I do find important to this matter is that both charges reflect the same reservation ID number. Which means they were both for the exact same XXXX only different time frames. As stated earlier, Cashapp never allows me to overdrtaft my account. So I did not place this order, the second charge would have taken place under a different card number on file since my card was changed that exact day. XXXX does not show any charges with the new card number in their files. When XXXX refunded as promised instead of having my {$160.00} back I was now only out of the negative. My account reflected the only dollar that I had in my account prior to this all occurring. 

I reached out to CashApp about this but could never get a solid answer and I was spending hours and hours on the phone with this issue. As well as my CashApp loan of {$75.00} dollars was also due when this occurred but due to my account being negative I was unable to pay it back immediately and also had to pay back late penalties even though I did reach out to a CashApp Supervisor about the matter but it seemed to be overlooked. CashApp also promised me NUMEROUS of times that the dispute department would personally email me to get this issue handled. I never received a single email from the dispute department about this matter. 

In late XXXX of 2024 I decided to reach out to CashApp again about the matter but it was the same loophole story with justification that my account reflecting a {$1.00} was a proper refund of {$160.00}. 

Attachments below show the double charges, me contacting the support team from both companies and other supporting documents of my complaint with CashApp.

Company response to consumer: Closed with explanation