Consumer complaint received 2026-06-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: VA

Complaint narrative:
On XX/XX/year>, I received a phone call from a number that appeared as XXXX XXXX XXXX XXXX on my phone. The caller identified themselves as a representative of XXXX XXXX and advised me that there was suspicious activity associated with my account. Because the phone number appeared legitimate and the caller sounded knowledgeable about banking procedures, I believed I was speaking with an actual XXXX XXXX employee. The caller instructed me to take specific actions to secure my account and prevent unauthorized access to my funds. Following these instructions and believing I was protecting my account, I completed a series of steps through Cash App that ultimately resulted in funds being transferred from my account. As a direct result of the instructions provided by the caller, a total of {$1000.00} was withdrawn from my account. This amount consisted of a {$990.00} instant transfer and a {$19.00} transfer fee. At the time, I believed these actions were necessary to safeguard my funds and comply with instructions from my financial institution. It was only after the transaction was completed that I realized I had been deceived by an individual impersonating XXXX XXXX XXXX XXXX. Once I understood that I had been the victim of a scam, I immediately took action by contacting both XXXX XXXX XXXX XXXX and Cash App to report the incident and initiate fraud claims. I also preserved evidence related to the scam, including screenshots of my call logs, transaction records, notes taken during the interaction, and other relevant documentation. On XX/XX/year>, I followed up with Cash App regarding my fraud claim and spoke with a representative named XXXX. During this interaction, I attempted to explain the circumstances surrounding the scam, including the fact that I had been manipulated by an individual impersonating my bank and that the transaction was completed under false pretenses. I was seeking assistance, clarification regarding the investigation process, and a fair review of my claim. However, I felt that my concerns were not adequately addressed. The interaction left me feeling dismissed, and my claim was subsequently denied despite the evidence indicating that I had been the victim of a sophisticated bank impersonation scam. Given the circumstances, I believe the denial did not fully take into account the nature of the fraud, the deceptive tactics used against me, or the prompt actions I took to report the incident. I respectfully request a thorough review and reconsideration of my case. I acted in good faith based on information provided by someone I reasonably believed to be a representative of my financial institution. I reported the incident promptly, cooperated with both XXXX XXXX and Cash App, and preserved all available evidence. The phone records, transaction details, screenshots, and timeline of events support my account of what occurred. I am asking that the facts of this case be carefully reviewed and that appropriate consideration be given to the unique circumstances surrounding this bank impersonation scam and the financial loss I suffered as a result.

Company response to consumer: Closed with explanation