Prepaid card — Block, Inc. (CA)

Card company isn't resolving a dispute about a purchase or transfer. I processed a refund through XXXX back to my CashApp card which take 1-5 business days to be received. After waiting almost XXXX weeks, XXXX provided tracking information on the refund and various other documentation proving that the refund was processed the same day as my request and was returned to CashApp the same day. After receiving this information, I spoke with a manager at CashApp who informed me that they did not see the refund in my account and that they can not and will not try to trace or locate the refund/deposit. When I asked to be forwarded to an account specialist, they refused to do so. Further, the manager also indicated that she and the other managers and customer service agents are not able to