Consumer complaint received 2026-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Block, Inc.
State: TX

Complaint narrative:
TRANSACTION DETAILS Amount : {$180.00} Purpose : Purchase of XXXX XXXX XXXX XXXX XXXX via XXXX Sold & Shipped by XXXX XXXX XXXX. XXXX XXXX Order Number : XXXX XXXX Tracking Number : XXXX Item Received : No never delivered to shipping address Dispute Filed With Cash App : Yes Cash App Dispute Outcome : Denied no substantive reason provided XXXX. BACKGROUND AND FACTUAL BASIS FOR DISPUTE In approximately XX/XX/XXXX, I used Cash App to pay {$180.00} for an XXXX XXXX XXXX purchased on XXXX, sold and shipped by a third-party marketplace seller, XXXX XXXX XXXX XXXX The item was never delivered to my confirmed shipping address at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, TX XXXX. XXXX XXXX XXXX order tracking system displayed 'Out for Delivery Your order is expected to arrive today ' continuously for approximately XXXX months without the item ever arriving. The associated XXXX tracking number ( XXXX ) shows 'Tracking Not Available ' confirming no successful delivery was ever recorded by the XXXX. Upon contacting the seller ( XXXX XXXX XXXX ) in XX/XX/XXXX, they initially denied my refund request outright without investigation. A refund was only processed after I threatened legal action under the Texas Deceptive Trade Practices Act and cited pending XXXX, FTC, and Texas Attorney General complaints. The seller has since acknowledged in writing that the item was not successfully delivered and that they incurred a loss on the transaction as well an admission that confirms non-delivery. I filed a dispute with Cash App seeking recovery of the {$180.00} I paid. Cash App denied the dispute without providing a clear or substantive explanation for the denial. XXXX. WHY CASH APP 'S DENIAL WAS IMPROPER Cash App 's denial of this dispute is improper for the following reasons : A. The Transaction Qualifies as Non-Delivery I paid for a product that was never received. Non-delivery is XXXX of the most fundamental and well-established bases for a payment dispute. The XXXX tracking record confirms no delivery occurred. The seller itself has acknowledged non-delivery in writing. There is no factual dispute that the item did not arrive. B. Cash App Has Obligations Under Regulation XXXX and the Electronic Fund Transfer Act ( XXXX ) To the extent this transaction was funded via a linked bank account or debit card, Cash App is subject to Regulation XXXX ( XXXX C.F.R. Part XXXX ), which governs error resolution for electronic fund transfers. Under Regulation XXXX, when a consumer reports an error including non-delivery of goods the financial institution is required to : Investigate the dispute promptly Provide a substantive written explanation if the dispute is denied Provisionally credit the consumer 's account during investigation in certain circumstances Cash App denied my dispute without providing any substantive explanation, which fails to meet the error resolution requirements under Regulation XXXX. XXXX Cash App XXXX Denial Lacks Any Stated Basis Cash App provided no clear reason for denying my dispute. A denial without explanation is not a good-faith investigation. The Consumer Financial Protection Act ( 12 U.S.C. 5531 ) prohibits unfair, deceptive, or abusive acts or practices ( XXXX ) by covered financial institutions. Denying a valid non-delivery dispute without explanation or adequate investigation constitutes an unfair and potentially abusive practice under this standard. XXXX Supporting Documentation Was Available and Ignored At the time of the dispute, the following evidence existed and was available to substantiate my claim : XXXX XXXX order page showing 'Out for Delivery ' status with no delivery confirmed XXXX tracking number returning 'Tracking Not Available ' no delivery record Seller 's own written acknowledgment that the item was not successfully delivered Seller 's acknowledgment that they incurred a financial loss on this transaction XXXX months of documented non-receipt with no contact from seller or XXXX A genuine investigation of these facts would have supported the dispute. Cash App XXXX denial suggests no meaningful investigation was conducted. VI. HARM CAUSED BY CASH APP 'S DENIAL Financial : {$180.00} was withheld from me for a product I never received, compounding harm already caused by the seller 's initial wrongful denial Time and Labor : I was forced to pursue resolution through multiple additional channels including the seller directly, XXXX XXXX customer service, and now this CFPB complaint because Cash App failed to resolve a straightforward non-delivery dispute Delayed Access to Funds : The denial prolonged the period during which my money was effectively inaccessible, causing real financial hardship Denial Without Explanation : I was given no meaningful opportunity to respond to or understand the basis for denial, which denied me basic procedural fairness XXXX. RELIEF REQUESTED XXXX. A full investigation by the CFPB into Cash App XXXX dispute resolution practices, specifically its handling of non-delivery claims and compliance with Regulation XXXX error resolution requirements. XXXX. A finding that Cash App XXXX denial of my dispute was improper and lacked adequate basis. XXXX. Direction to Cash App to reopen and properly investigate my dispute, and to issue a refund of {$180.00} if the seller 's refund has not already fully cleared through this payment method. XXXX Review of whether Cash App XXXX dispute denial practices constitute a pattern of XXXX violations affecting other consumers. XXXX. Any other relief the CFPB deems appropriate.

Company response to consumer: Closed with explanation