Consumer complaint received 2026-02-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: FL

Complaint narrative:
Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington , DC XXXX Re : Complaint Against Cash App Failure to Resolve Unauthorized Transactions To Whom It May Concern, I am submitting this formal complaint against Cash App regarding unauthorized electronic fund transfers that occurred while I was XXXX and physically unable to authorize or complete any transactions. The Cash App account involved in this complaint is under the cash tag : $ XXXX. I was taken into XXXX on XX/XX/year>, for a XXXX XXXX XXXX, and I was not eligible to XXXX out immediately. As a result, I remained XXXX in the XXXX XXXX XXXX until XX/XX/year>. During this entire period, I had no access to my phone, debit card, Cash App account, login credentials, or any financial instruments. The account ledger reflects that certain transactions were finalized on XX/XX/year>, while I was still in XXXX. Because I was XXXX from XX/XX/XXXX through XX/XX/year>, it was physically impossible for me to initiate, authorize, approve, or benefit from those transactions. I have official documentation proving my XXXX during this time period. Despite providing notice and attempting to resolve this matter directly, Cash App has failed to conduct a proper investigation. Instead of resolving the issue, the company has continued to delay and deny responsibility, even after I provided proof of XXXX. Their refusal to correct these unauthorized transactions has caused financial hardship. Under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. 1005 ), financial institutions are required to conduct a timely and good-faith investigation of reported unauthorized electronic fund transfers. A consumer can not be held liable for transactions that were not authorized, particularly where documented XXXX establishes the consumer had no ability to access or use the account. Additionally, if Cash App has reported these transactions as authorized or valid to any consumer reporting agency, such reporting may violate the Fair Credit Reporting Act ( 15 U.S.C. 1681s-2 ) by furnishing materially inaccurate information. I am requesting that the CFPB require Cash App to : 1. Conduct a proper Regulation E investigation. 2. Reverse and refund all unauthorized transactions finalized during my XXXX. 3. Provide written documentation of their investigative findings. 4. Correct any inaccurate reporting to consumer reporting agencies. To support this complaint, I am uploading : Police report Jail records confirming XXXX beginning XX/XX/year> Documentation confirming I was held on a violation of probation and could not XXXX out immediately XXXX XXXX documentation confirming release on XX/XX/year> Account ledger showing transactions finalized on XX/XX/year> These documents conclusively establish that I was XXXX and unable to authorize any transactions during the time in question. I respectfully request regulatory intervention to ensure compliance with federal consumer protection laws and to resolve this matter promptly. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation