Consumer complaint received 2023-02-07
Company: Block, Inc.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
Re : Consumer Complaint No. : XXXX Dear XXXX XXXX XXXX XXXX This letter is Cash Apps ( Cash App, we, our or us ) written reply to your XX/XX/XXXX complaint to the Consumer Financial Protection Bureau concerning our Cash App service. 
I. Introduction We are a financial services and technology company that offers products and services to businesses and individuals. Cash App is designed to create an ecosystem of tools for individuals, enabling them to electronically store, send and receive money, among other capabilities. 
II. Terms Between You and Cash App Customers agree to the Cash App Terms of Service in connection with their use of Cash App. While all of the Cash App Terms of Service apply, we would like to highlight the following Provisions : The following are NOT considered Unauthorized Transactions : If you give someone access to your Account ( e.g. by giving them your login information ) and they use your Account without your knowledge or permission, unless you have notified us that transfers by that person are no longer authorized ; If you, or someone else with whom you are acting in concert, act with fraudulent intent ; or You reverse engineer or chargeback a transaction made with your Cash Card. 
XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX XXXX The complete Cash App Terms of Service can be found at https : //cash.app/legal/us/en-us/tos. 
III. Your Complaint Your complaint claims that on XX/XX/XXXX funds totalling {$990.00} were removed from your bank account, XXXX XXXX XXXX, by cash App or square, which you assert was unauthorized. Your complaint indicates that you have been unable to resolve this issue with Cash App Support or XXXX XXXX XXXX, and further requests that Cash App refund your money. 
IV. Our Investigation We have located correspondence between you and Cash App Support that aligns with the complaint described above. On XX/XX/XXXX, you contacted Cash App Support via email stating that on XX/XX/XXXX you were in contact with a XXXX XXXX who requested you to pull up your Cash App account and an unauthorized {$990.00} Cash App peer-to-peer ( P2P ) payment occurred as a result. On XX/XX/XXXX and on XX/XX/XXXX, XXXX XXXX, Cash App Support representatives requested further information from you on this matter via email ; however, we did not receive a response from you with the required information, and we were unable to investigate your claim further. 
However, your case was escalated for further review on XX/XX/XXXX and, based on the information provided, we determined the activity you reported was unauthorized. 
On XX/XX/XXXX, we issued a {$990.00} refund to your XXXX XXXX XXXX debit card ending in XXXX. Refunded payments made to your card ending in XXXX will be available within XXXX business days. It should be noted that, if the funds were reversed to a closed debit card then either ( A ) the bank may hold on to the funds until you contact them, ( B ) he bank may issue a check for the payment amount and send it to the address on file, or ( C ) if the debit card has changed, but the bank account is still active, the funds may be routed to the correct account.

V. Conclusion As set out above, Cash App has investigated your concerns and, on XX/XX/XXXX, our investigation determined that the activity referenced in your complaint was unauthorized. On this same date, a refund totaling {$990.00} was initiated back to your XXXX XXXX XXXX debit ending in XXXX, and the funds will be available in XXXX business days. 
In the future, the most effective way to receive faster, more expedient support from Cash App is to reach out directly through your Cash App account in the mobile application, or by visiting our online portal at cash.app/contact. XXXX of our dedicated Cash App Support XXXX A peer-to-peer payment is a payment sent from XXXX Cash App customer to another Cash App customer. A payment may be funded in total by either a customer 's linked payment instrument or the funds in a customer 's Cash App balance. 
XXXX representatives will be able to assist you. We hope this response satisfactorily addresses your complaint. 
Sincerely, Cash Executive Relations Team

Company response to consumer: Closed with explanation