Consumer complaint received 2025-12-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: IN

Complaint narrative:
I am submitting this complaint against Cash App ( Block , Inc. ) regarding its handling of an unauthorized transaction on my account, the improper denial of my fraud dispute and appeal, and its refusal to accept supporting documentation or allow escalation. 

On XX/XX/2025, I became the victim of fraud while ending my work shift at XXXX XXXX XXXX XXXX XXXX  I maintain a monthly automatic payment to XXXX scheduled for the XXXX of each month. After receiving notice that the payment was declined due to insufficient funds, I transferred money from my XXXX XXXX XXXX XXXX account to my Cash App account to complete the payment. 

When I attempted to make the XXXX payment again, it was declined. Upon reviewing my Cash App transaction history, I discovered an unauthorized charge of {$230.00} made at XXXX. 

I immediately contacted XXXX customer service and was informed that the charge was an in-store point-of-sale ( POS ) transaction and that no action could be taken while it was pending. I was advised to contact my financial institution. 

I then contacted Cash App customer support, where I was instructed to lock my card, order a replacement card, and dispute the charge once it posted. I followed all instructions exactly as provided. Once the transaction posted, I promptly submitted a dispute. 

Cash App denied my dispute. On XX/XX/2025, I filed an appeal of that denial. That appeal was also denied on XX/XX/2025, the same day it was submitted. This immediate denial did not provide a reasonable amount of time for me to gather and submit supporting documentation, such as a police report and employment records, which require additional processing time. 

The transaction details provided by Cash App show that the purchase occurred at a XXXX store in XXXXXXXX XXXX. At the time of the transaction, I was physically present at my workplace in XXXX, hundreds of miles away. I did not authorize this transaction, nor did I provide my Cash App card or account information to any individual. 

On XX/XX/2025, after obtaining the necessary documentation, I attempted to submit supporting evidence, including a police report, government-issued identification, work ID, and verified work shift records. I was informed by Cash App that it was too late to submit documentation because the appeal decision had already been made. I was also denied the opportunity to speak with a supervisor or escalate the matter to another department. 

Cash Apps immediate denial of my appeal without allowing time to submit evidence, combined with its refusal to accept documentation or permit escalation, prevented a fair and reasonable review of my fraud claim and raises concerns regarding its dispute resolution practices for unauthorized transactions.

I am requesting CFPB assistance to require Cash App to : 1. Reopen and properly review my fraud dispute 2. Consider the documentation I attempted to submit 3. Issue a full refund of {$230.00} for the unauthorized transaction All supporting documentation can be submitted. 

Thank you for your assistance in resolving this matter.

Company response to consumer: Closed with explanation