Consumer complaint received 2026-05-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: CO

Complaint narrative:
Issue : Cash App closed my account and kept my money after denying a refund for a canceled order, even after the merchant confirmed the cancellation directly to Cash App. Details : I used Cash App to pay XXXX XXXX for an order. The order was never delivered because XXXX XXXX does not accept Cash App as a payment method. XXXX XXXX canceled the order and provided written confirmation of the cancellation. Cash App contacted XXXX XXXX directly and received the same confirmation letter with the date, time, and reason for cancellation. I also uploaded the letter myself. Despite this, Cash App denied my dispute and claimed the transaction was valid. Shortly after, they closed my account and kept my remaining balance. They did not provide any evidence of wrongdoing or any explanation for the account closure. Cash App is withholding my funds and refusing to refund a transaction that the merchant canceled. This violates Regulation E and consumer protection laws requiring a reasonable investigation and proper handling of disputed transactions. What I want : 1. A full refund for the canceled XXXX XXXX order 2. Access to the remaining balance in my Cash App account 3. A written explanation for the account closure 4. Correction of any internal records claiming I violated terms I have documentation from XXXX XXXX confirming the cancellation and am willing to provide it. ________________________________________ : XXXX XXXX cancellation letter XXXX XXXX XXXX XXXX, XXXX XXXX Mon, XX/XX/XXXX, XXXX ( 13 days ago ) to me Dear Valued Customer, As requested, this email serves as confirmation of your issued refund in the amount of {$56.00} ( XXXX ) for order XXXX. The refund was successfully processed on XX/XX/XXXX. Unfortunately, as previously mentioned, we do not work directly with CASHAPP. Because of this, any delays or posting issues will need to be addressed directly with CASHAPP so they can further review the transaction on their end. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. Please let us know if you need any additional information from our side. XXXX XXXX Customer Service Lead XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX EMAIL XXXX | XXXX XXXX Hello my name is XXXX XXXX and I put in the order on XX/XX/XXXX and I was wondering why it was still on hold it was supposed to be received in XXXX XXXX XXXX defender 's name is XXXX XXXX I looked it up online and said that is on hold I'm wondering why it is on hold cuz he should have received his order yesterday and if it is on hold how long is it going to be on hold CustomerService ( XXXX ) XXXX Fri, XX/XX/XXXX, XXXX to me Dear customer, Thank you for reaching out to Union Supply Direct regarding your inquiry. Your order XXXX was successfully posted on XX/XX/XXXX, and it is currently under the Colorado monthly hold. It will be delivered according to the states schedule, as a friendly reminder in the state of Colorado when an order is placed it is sent the following month. Should you have any additional questions or concerns, please feel free to reply or contact our customer service department at ( XXXX ) XXXX. XXXX XXXX Customer Service Lead XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX EMAIL XXXX | XXXX XXXX cash apps denial and i applied it and they denied it again XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX, You recently requested the documents Cash App relied on to determine the outcome of the dispute claim you made that was denied on XX/XX/XXXX for the {$56.00} transaction from XXXX XXXX XXXX. An investigation of your claim submission and account details concluded that this is an authorized transaction, and no error occurred. For your reference, we have included a summary of the transaction ( s ) we analyzed in making our determination. In addition, we also reviewed your account/transaction history and profile settings. As a result, your dispute has been denied. DISPUTE DETAILS : Dispute Submitted : XX/XX/XXXX at XXXX XXXX EDT Investigation Completed : XX/XX/XXXX at XXXX XXXX EDT Dispute Reason : I never received the product or service I paid for Have you contacted the merchant about this problem? : Yes What product or service were you supposed to receive? : package of food What was the expected delivery date? : XX/XX/XXXX Did the merchant cancel the order? : Yes When did the merchant cancel the order? : XXXX XXXX, XXXX Is this about a delivery issue? : Yes, the product wasn't delivered to the expected location What was the expected delivery location? : XXXX XXXX XXXX, XXXX XXXX Colorado XXXX Anything else we should know? : Customer is disputing a {$56.00} transaction with XXXX XXXX XXXX, which was canceled by the merchant. Share any emails, receipts, or other supporting documentation you have : [ No files uploaded ] 1 DISPUTED TRANSACTION DETAILS : Type : CARD_NOT_PRESENT_PURCHASE Date : XX/XX/XXXX at XXXX XXXX EST Amount at Start of Dispute : {$56.00} Reference ID : XXXX Card Last 4 : XXXX Merchant : XXXX XXXX XXXX ACCOUNT INFORMATION : Email : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Current and Former Linked Phone Numbers : Account Opened : XX/XX/XXXX at XXXX XXXX XXXX Linked Cards : Thank you for your time and patience while we collected this information. Thank you, Cash App Support After carefully reviewing the details of your appeal, we found that our original decision was correct. This means were unable to refund the {$56.00} transaction at XXXX XXXX XXXX. This decision is final. We appreciate your patience throughout this process. Thank you, Cash App Support

Company response to consumer: Closed with explanation