Consumer complaint received 2025-01-17 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: TN

Complaint narrative:
I have used cash app prepaid card for years. Had XXXX XXXX and all. I was going to pay my husband 's credit card deposit for XXXX XXXX secured Credit Card to establish him some credit. 
We applied and was told to make XXXX deposits of {$100.00} each.In total was {$200.00}. So I filed out the application and we went online and started the transfer. Within XXXX hours my husband got XXXX XXXXXXXX XXXX XXXX Matter of fact he learned if it the XXXX after XXXX due to the XXXX XXXX here in our town the XXXX XXXX XXXX XXXX.So I called XXXX XXXX and told them not to charge the cash app card. we had to unfortunately decline the credit card because it was the day after XXXX and we couldn't make that obligation. They said it wasn't showing in the system and to call my financial institution to see. At that moment I locked my cash app card so that the payment would be guaranteed NOT to post. within a few hours I get a text message that {$200.00} was a debit off my account in XXXX debits of {$100.00} each.They went ahead and bypassed my debit card since it was locked and instead used my routing number and account number to force it through. So I went and looked up their refund policy just to double check.cash app policy on a dispute is within XXXX hours would be refunded. Anything other was an investigation and such. It wasn't even XXXX hours when I contacted them and I went around and around with them for 4 Days! 
Each XXXX XXXX or supervisor always had the same thing to say. Matter of fact I looked back at the chats and they ALL replied a XXXX script. They never would even answer anything I said. 
After having me send screenshots of my phone text. My emails showing the withdraw. I got the same response from each and every person I chatted with. Sorry mam. We see only XXXX charge and we will not be refunding this. I reopened XXXX different complaints because after awhile I realized that no matter what I said. got the same VERBATIM REPLY. Over and over and almost an instant email of denial. 
I got online and I found your CFPB website and I even copied them from your website the complaint I was definitely going to make. And how they were financially XXXX my funds they were not permitted to take. And even worse was refusing to give it back.Same response. There was nothing I could do! So I looked up my ONLINE Monthly statement from CASH APPS OWN PRINTOUT. I copied it and sent that to them. I got nowhere. I have all the screenshots of what I sent them and all the different new disputes they kept putting me off til I had to just let it go.they would say sorry and if you want make a bran new complaint or dispute but we can't use this chat or this dispute anymore it's closed. 
Today is XX/XX/year>. Nothing. 
I hope there's something that can be done. They are using tactics to make it so uncomfortable and frustrating ppl just give up. We really needed that money back and I'm I still don't have any resolve. 
I have all the screenshots and proof I sent them in the chat for all them days. I even have the PRINTOUT of your bureau had in your site and threatened to expose them. 
Please let me know what I can do it's just not fair taking money like that and even going out it til they wear u out and you just give up XXXX XXXX

Company response to consumer: Closed with explanation