Consumer complaint received 2023-08-01
Company: Block, Inc.
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Dear Sir/Madam, I am writing this letter to express my deep dissatisfaction and disappointment with the handling of fraudulent transactions on my card by XXXX XXXXCash App . Despite promptly reporting the unauthorized charges and filing a police report, I have been subjected to unjust treatment, unresponsiveness, and a refusal to refund my hard-earned funds. As a result, I have no choice but to take legal action to seek redress for the damages incurred. 

I experienced fraudulent transactions on my Cash App card in XXXX and XXXX of 2023. Upon discovering these unauthorized charges, I immediately contacted XXXX XXXXCash App customer support and filed a police report to document the fraudulent activity and initiate an investigation. As per your company 's policy, I expected a thorough and prompt investigation to be conducted, leading to a full refund of the fraudulent charges. Unfortunately, my expectations were not met. 

According to the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693, and the Regulation E, 12 C.F.R. Part 1005, consumers have the right to timely notification, investigation, and resolution of unauthorized transactions. Furthermore, your company is required to provide provisional credit to the consumer within XXXX business days of the initial report, pending the outcome of the investigation. 

Despite the clear legal obligations placed upon financial institutions under EFTA and Regulation E, I have not received the necessary cooperation and support from XXXX XXXXCash App . My numerous attempts to communicate with your customer support team have resulted in vague responses, unmet promises, and a lack of accountability. Additionally, I have been denied a replacement card, further exacerbating the distressing situation and leaving me without access to essential financial services. 

Due to the continued negligence and breach of statutory duties by XXXX XXXXCash App , I am left with no other recourse but to pursue legal action against your institution to reclaim the stolen funds and seek compensation for the emotional distress and inconvenience caused by your actions. 

I hereby demand the following remedies : XXXX. A full refund of the fraudulent charges totaling {$720.00} to be credited to my account immediately. 
XXXX. The provision of a replacement card within XXXX business days, as required by XXXX. 
XXXX. Adequate compensation for the emotional distress, inconvenience, and costs incurred as a direct result of your failure to investigate and resolve this matter in a timely and appropriate manner. 

This letter serves as a formal notice of my intent to sue XXXX XXXXCash App if the requested remedies are not provided within fifteen ( XXXX ) calendar days from the date of receipt of this letter. Please consider this a final opportunity to resolve this matter amicably before it proceeds to court. 

Please acknowledge receipt of this letter in writing within XXXX ( XXXX ) business days. You can reach me via email at XXXX. Failure to respond to this notice will only further demonstrate your lack of willingness to address this matter appropriately. 

I expect your full cooperation and a prompt resolution to this issue. I sincerely hope that we can avoid the need for litigation, but I am fully prepared to pursue all legal avenues available to me to protect my rights as a consumer.

Company response to consumer: Closed with explanation