Consumer complaint received 2026-01-23 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: MI

Complaint narrative:
I am filing this complaint regarding Cash Apps handling of a misdirected payment and its refusal to provide transparency, escalation, or meaningful assistance after acknowledging the nature of the error. 

On [ DATE ], I made a debit cardfunded payment through Cash App intending to pay my mechanic for services. Due to an error in recipient selection, the payment was sent to an unintended recipient. The recipient is not the intended individual or business and has not returned the funds despite multiple requests. 

Cash App support confirmed in writing that a misdirected payment occurs when funds are sent to someone other than the intended recipient. This transaction meets that definition. However, Cash App refused to reverse the transaction or assist in recovery and asserted that all completed payments are irreversible, even when misdirected. 

When I requested Cash Apps written criteria, exclusions, or internal policy governing misdirected payments, Cash App explicitly stated it was unable or unwilling to provide any additional information beyond a general definition. Cash App declined to explain how a transaction can meet its own definition of a misdirected payment yet still be categorically ineligible for review or remedy. 

Cash App further directed me to dispute the transaction with my bank while simultaneously disclaiming any responsibility or cooperation in the resolution process. This creates a circular denial of accountability in which the consumer is left without transparency, recourse, or effective assistance. 

As a consumer, I am concerned that : Cash App acknowledges the payment was misdirected but provides no recovery mechanism. 

Cash App refuses to disclose the criteria or exclusions used to deny relief. 

Consumers are unable to understand their rights or remedies due to lack of written policy. 

Responsibility is shifted entirely to the consumer despite Cash Apps control over the platform, transaction design, and recipient interface.

This practice may constitute an unfair or deceptive act or practice by failing to provide clear disclosures or reasonable assistance after acknowledged error. 

I have attached documentation showing : Cash Apps written definition of misdirected payments. 

Cash Apps refusal to provide further policy detail or escalation. 

Cash Apps instruction to pursue resolution solely through my bank. 

My bank dispute filing, and confirmation that the payment hadn't posted or completed, as CashApp indicated. 

I respectfully request CFPB review of Cash Apps policies and practices related to misdirected payments, transparency, and consumer protections for debit cardfunded transactions. 

XXXX Requested I am requesting that Cash App : Provide written disclosure of its full misdirected payment policy, including criteria and exclusions. 

XXXX an escalated review of this transaction. 

Assist in recovery of the misdirected funds or issue a refund or credit. 

Implement clearer consumer disclosures regarding remedies and limitations for payment errors.

Company response to consumer: Closed with explanation