Consumer complaint received 2025-08-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: Block, Inc.
State: NJ

Complaint narrative:
I use cash app and they have overdraft protection thats given to all qualifying customers ( I am one of those customers ) but I dont want this service therefore many months ago I turned it off right in the app under account info right at the top it allows you to turn on or off this service. It was off for a while and everything was fine. Two seperate times it turned on by itself Im guessing an app error and since this service was on and I didnt know or want it on because I had already turned it off, a bill from XXXX for XXXX got pushed through and instead of it being denied like it should have been it was pushed through and that was that now I had a bill go through that I wasnt even planning on continuing and again didnt want to pay for that until I had more money as money is tight to begin with but again it shouldnt have went through as I dont use this service with cash app but sure enough I looked in my account and it was turned on. This happened twice after the 2nd time I took photos and screen shots of me turning it off and then that was that but the 3rd and final time was this incident so that wasnt supposed to happen as again I had it turned off so I contacted cash app support who is the worst customer service Ive ever dealt with in my life you cant tell whos a robot and whos not and even if you get on the phone they give you robot answers or you cant understand anything they are saying as the native tongue is very deep with most of their customer service so its hard to understand what they are saying if anything good or helpful at all. But they did put in a claim for me and investigated. Then I would say about a week later give or take they gave me my XXXX back clearly understanding I had a valid claim and then all was well. But then the next day my friend send me a transfer of XXXX to my account and at that moment is when they decided to take the XXXX back for overdraft repayment. Which makes no sense so I had a valid claim, they realized this and gave me my money back cause I had never had overdraft protection on In The first place, to jsut take it back from me the next day at a random time when someone send me unrelated funds? Then its oh lets take the money back? I cant believe I have to be here saying this here over XXXX bucks but their customer service team is a joke its clownery and is just sad they claimed the put in a ticket today for this because I got an automated email back from them today stating their overdraft policies and that its given to all qualifying accounts and whatever. But again his doesnt make sense as I had it off and its my account. Respectively I dont care if its a gift from XXXX himself its my account and I choose to keep it off. Therefore when I dont have enough money in the account it should get denied and that be that. But instead they help me XXXX day to get it back then the next steal it from me and wont help me now its been a mess and Im frustrated as all heck I want my money back I dont use overdraft protection for a reason. Also to boot they canceled my debit card the robot did when I NEVER ASKED THEM TO DO THIS Im thinking it was a robot but maybe a customer service rep whos tired of me raising XXXX in their chat about this and wanted to get back at me. Cant be proven but just my thoughts. Please jsut give me my money back they gave it back and stole it the next day with no reasoning and are making me feel ant to pull my hair out dealing with their robot reps please help S.O.S

Company response to consumer: Closed with explanation