Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CA

Complaint narrative:
Around the last XXXX weeks of XXXX i discovered my cashapp i lost access to had been receiving government IRS/state payments to it in XXXX. During those years i was XXXX in XXXX XXXX as well as going to California XXXX XXXX. I was released in XXXX and when i came home my boyfriend at the time had all my personal belongings as well as personal information like my tax returns, my laptop, my social security card and ID, my phone. We were together XXXX years and lived together during XXXX. I only discovered these funds were added to my cashapp because my XXXX tax returns was fraudulent filed and i started digging into my transcripts for previous years. I reached out to cashapp as soon as i discovered this and a support agent helped me gain access into this account. I found out then while i was XXXX my ex XXXX XXXX was stealing these funds and spending them on himself. I automatically filed disputes against all the charges as well as filed a police report. I also reported it to the irs. On XXXX XXXX cashapp denied my dispute. I resubmitted it and again on XXXX XXXX my appeal was denied again. Again for a third time i resubmitted my disputes and spoke to someone on the phone explaining even deeper what was going on and didnt stop pushing the issue. Was told they would definitely make sure i got my money back ( over XXXX dollars ) the claim number was XXXX. On XXXX XXXX i called cashapp again wanting a update on my claim and later that day received an email from XXXX stating My name is XXXX, your Cash App Support Specialist. Thank you for providing that information. I can confirm that you have one or more Support cases about your claim currently open. We are currently investigating your claim and will work with you on that case. For reference, your case number is XXXX. Then later the same day i received another email from the same person stating My name is XXXX, your Cash App Support Specialist. Thank you for providing that information. Based on the information you provided, we determined the activity you reported was unauthorized. On XX/XX/XXXX, your account associated with XXXX XXXXXXXX received a refund of {$860.00}. Please note, we paid this credit as a courtesy. At this point, we have closed our investigation into the unauthorized activity on your account. That isnt near the amount of money that was stolen from my account. That is only one of the payments XXXX XXXX stole from me and cashapp closed my claim. That money was stolen from me and cashapp is refusing to refund it even admitting in this email that my those transactions were unauthorized.included are some of the screenshots of the charges on my account and deposits made into my account. I was never told i had these funds nor was i asked to accessed them by XXXX. The police are filing grand theft charges on him as of XXXX weeks ago. I filed my report with the XXXX XXXX XXXX department in XXXX XXXX California with XXXX XXXX who came out to my home and spoke with me and gathered evidence i have in regards to this matter.

Company response to consumer: Closed with explanation