Consumer complaint received 2024-04-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc. (IL)

This complaint is in reference to cash apps handling of disputes on their cash card. I have had unauthorized transaction on this card going all the way back to XXXX XXXX XXXX Cash apps dispute method for transactions makes it nearly impossible to dispute transactions in a large quantity as well as disputing transactions with them isnt a very cut and dry process. 

I have 224 transactions totaling thousands of dollars that I finally got a number to call someone and have them file them over the phone because doing it myself I would have to pick each transaction one by one and sort through hundreds of transactions to find the one I need to dispute then you have to rinse and repeat. 

With this volume of transactions it would take hours to do that. I have a verified cash app account that I have already verified my identity when I opened the account. 

After I disputed all these transactions cash app sent me 224 separate emails stating I had to do biometric & identity verification for each transaction individually as well as put a deadline of XXXX hours on each transaction individually some of them expiring yesterday on XXXX Sunday. This verification process entails front and back photos of government issued ID that I already gave them when I opened the account as well as front and left right facing pictures of my face. 

If you dont upload and do this verification in the time frame set by them then your dispute is automatically denied and you lose the right to dispute them again. As of yesterday I have done over 176 biometric and identity verifications on 176 separate fraudulent transactions if you push a wrong button by mistake or the lighting is wrong the system will fail the identity verification denying the dispute without any proper investigation whatsoever this is a complete violation of regulation e. Not only yesterday XXXX Sunday XXXX have they denied 60 of my transactions because of this system even though I verified my identity when I opened the account as well as I successfully completed biometric verification on 176 of the other disputed transactions in question our of fear they wouldn't investigate them and I wouldnt get my money back, but they have closed my cash card completely which Im assuming is so they can try and skirt liability under regulation e. This coupled with the fact that after waking up today they emailed me 224 separate denial emails and denied my dispute as well as closed my cash app account permanently.

A financial institution is required to investigate unauthorized transactions and report back to me within 10 days. Cash app isnt doing this nor are they obeying regulation e in general if they are doing this to me how many other customers are cash app doing this to? 

They also have not sent me any underlying documentation of what they relied on to come to this conclusion after I asked. Cash app isnt giving me the option to dispute them again. Its also worth nothing as I told them when I initiated this dispute it should be easy to see that the transactions werent authorized with this merchant as the account at this merchant wasnt under my name although the cash card is mine. 

They have never contacted the merchant as I found out that info by contacting them directly they also denied them without ever contacting the merchant and doing their due diligence. I contacted the merchant again and was told my issuing card company never filed a dispute or reached out to them.