Consumer complaint received 2023-12-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: Block, Inc.
State: DC

Complaint narrative:
This complaint is with regard to a transaction originally made on XXXX XXXX, XXXX, to pay a copay for an upgrade on a XXXX XXXX flight under record locator XXXX ( See ex. XXXX ). That copay was refunded on XXXX XXXX, XXXX ( ex. XXXX ), and the refund posted to my account ( ex. XXXX ) and was confirmed by Cash App on XXXX XXXX, XXXX ( ex. XXXX ). Because that copay was refunded, I did not receive XXXX  ( reward program points ) for the amount of the upgrade copay ( ex. XXXX ). I ultimately bought additional flights ( ex. XXXX ) to make up the deficiency in order to make status before the end of the year that I wouldn't have otherwise purchased if I had made the {$550.00} purchase in question. The first time I disputed the XXXX XXXX transaction, it was denied, and an explanation was provided about transaction delays in the chat ( ex. XXXX ). However, that explanation described a delay of up to several days, not the 7 months that passed after the original transaction when the charge was made. Another response from Cash App support on XX/XX/XXXX, the agent asserted that the denial was decided because he claimed Cash App did not receive a refund from XXXX ( ex. XXXX ). He did not, however, address the receipt I provided from XXXX referencing the refund ( ex. XXXX ). The email from Cash App on XXXX XXXX, XXXX, documents Cash Apps direct knowledge of the refund at the time, which is contrary to the grounds of the denial provided by the Cash App agent. The grounds for denial provided by the agent holds no water with the added support of the receipt I have from XXXX for a refund in the amount of {$550.00} to my card ending in XXXX for ticket number XXXX ( ex. XXXX ), which is identical to the number of the ticket provided by the agent that he claims was not refunded by XXXX. I requested and was provided by Cash App the supporting documentation for their denial of my dispute request, which consisted of a single one-page document ( ex. XXXX ) that merely captured the transaction on XX/XX/XXXX, and only included details on the debit card that was charged. That document failed to explain any of the issues with the transaction that were at the center of the dispute. I continued to submit additional disputes for the transaction ( ex. XXXX ), and during the next chat with a Cash App support agent, I again brought up the fact that I was refunded the {$550.00} copay. That agent acknowledged a {$550.00} refund, but she cited the refund made on XXXX XXXX, XXXX ( ex. XXXX ), which was for a copay on a ticket for a completely different flight, under record locator XXXX and made on XX/XX/XXXX, and returned on XXXX XXXX, XXXX ( ex. XXXX ). That error resulted in my questions left unanswered again. I filed more dispute requests, and when I tried to inquire about them with agents, my questions were shut down and I was told that my issues would be referred to a specialty team that would be in contact with me ( XXXX. XXXX ). I was also given the same response when I requested the documentation used to support the later denials ( despite Cash App offering to provide that documentation within 3 days when requested ). On a call to XXXX XXXX on XX/XX/XXXX, I was provided another copy of the refund receipt made by XXXX XXXX the previous XXXX ( XXXX. XXXX ), which is when XXXX XXXX closed the book on the issue. They aren't interested in anything that occurred after that date because the matter was settled, and on this call I was provided additional information, most importantly the authorization code for the refund : XXXX. The XXXX agent said Cash App needs just to use that code to see the charge was already refunded. To date, I still have not been provided any documents for the most recent XXXX denials, nor have I received any communication attempts by Cash App or any specialty team for any issue related to this transaction. 

My most recent attempts to receive my refund were by phone calls to Cash App support. Instead of disputing the XXXX XXXX, XXXX, transaction, I sought to dispute the XX/XX/XXXX, transaction, which is when the {$550.00} was removed from my account, to compel Cash App to hear some of the important arguments that were ignored and to give attention to the completed refund. On the first call, the agent I spoke to wouldn't consider my request to file a dispute for the XX/XX/XXXX, transaction because the transaction wasn't showing on Cash App 's list of available transactions -- despite the fact that I have a statement that proves the transaction was made, and that statement was generated from Cash App 's own website ( ex. XXXX ). I even provided a screenshot of the statement to the agent specifically at her request ( ex. XXXX ), yet that clear evidence was not considered and she said that transaction couldn't be disputed because it wasn't on her computer. My attempt to speak to a supervisor was met by the agent hanging up on me. The second call was with an agent who acknowledged the XX/XX/XXXX, transaction and seemed to understand the issue, so he said he would get a XXXX on the phone. After waiting on hold for XXXX minutes, he returned to tell me that a specialty team would contact me by email. I immediately refused that as a reasonable plan of action since I've been given that same company line repeatedly only to be ignored. I insisted that I speak to a specialist, since that was who I was told I was waiting for anyway, and once again the agent ended the call by hanging up on me without warning. This repeated tactic is unprofessional and disrespectful, and it signals Cash App 's culpability and abuse of power in this mess. XXXX has no record of the XX/XX/XXXX payment despite it being pulled from my account, so I am unable to recover the amount directly from XXXX. I have provided irrefutable evidence showing that the {$550.00} charge in question was refunded by XXXX and then erroneously charged again 7 months later. I need that amount refunded immediately to balance my account, and frankly I should receive interest for the 6 months Ive spent trying to recover the amount.

Company response to consumer: Closed with explanation