Prepaid card -- Problem with a purchase or transfer -- Complaint #8188080
Complaint Overview
Complaint ID: 8188080
Company: Block, INC.
Product: Prepaid card
Sub-Product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-Issue: Card company isn't resolving a dispute about a purchase or transfer
State: Maryland
ZIP Code: XXXXX
Date Received: 2024-01-19T12:00:00-05:00
Date Sent to Company: 2024-01-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I frequently use the CashApp debit prepaid card for hotel charges. When I arrive at the hotel, the hotel authorizes the incidentals charge on the CashApp card which shows up as a pending charge. Upon checkout, the hotel releases the charge and issues a receipt that indicates if incidentals were charged and the amount, if any. CashApp has refused to release the pending charges and follow their own expedite policy regarding releasing authorizations. CashApp continues to hold the authorization/pending charge several days even after the hotel has released the charges and provided written proof of the release. Additionally, they refuse to provide information on a formal complaint and escalation procedure to resolve the issue. Their approach is both capricious and without regard to the customer. On XX/XX/scrub>XXXX I requested that CashApp release a {$50.00} authorization for incidentals from a hotel by providing with a receipt from the hotel indicating that I had check out and the final bill was a {$0.00} balance. As of XX/XX/year>, CashApp has not release the pending charge and refuses to release the funds. There was another {$20.00} incidentals authorization from another hotel on XX/XX/scrub>XXXX I provided them with a receipt from the hotel displaying a {$0.00} balance requesting that they release the {$20.00} authorization in accordance with their published and stated authorization release policy. As of XX/XX/year>, CashApp is refusing to release the funds or provide an explanation why these transactions are being treated differently from previous transactions. I appreciate the CFPB assistance in expeditiously resolving these issues.
Frequently Asked Questions
What is Complaint #8188080 about?
Complaint #8188080 was filed against Block, INC. regarding Prepaid card specifically about Problem with a purchase or transfer. It was received by the CFPB on 2024-01-19T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Prepaid card) and describe your issue in detail.
Can I see other complaints against Block, INC.?
Yes, visit the Block, INC. company profile at readthecomplaint.com/company/block-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.