Consumer complaint received 2025-02-04 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: TX

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX, IA XXXX Subject : Urgent Complaint Regarding Unauthorized Transactions, Financial Loss, and Inclusion in Cash App Settlement Dear CFPB Representative, I am submitting this complaint regarding unauthorized transactions on my Cash App account, which resulted in a total loss of {$4200.00}. Despite my repeated efforts to dispute these fraudulent charges and seek resolution through Cash Apps support team, I was left to recover funds on my own, and I am still owed more than {$2100.00}. Additionally, I believe I should be included in the Cash App settlement, as my losses occurred during the specified period. I submitted my claim on time, but I only recently received a claim number without any follow-up regarding my compensation. 

Details of the Fraudulent Transactions : On XX/XX/year>, between XXXX XXXX  and XXXX XXXX, my Cash App account was drained through multiple unauthorized transactions, including : XXXX : Several transactions ranging from {$10.00} to {$1000.00}, totaling thousands of dollars. 

iHago.net : Repeated charges of {$43.00} each. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX : Various charges, including one for XXXX. 


These transactions were made without my authorization. I immediately contacted Cash App support, begging them to stop the withdrawals while I was on the road for work. I had no ability to call support and was forced to send frantic messages through text and chat. By the time I received a response, my funds were already depleted. 

Issues with Cash Apps Response : XXXX. Delayed and Ineffective Customer Support : Despite my urgent complaints, Cash App took hours to respond and failed to act swiftly to prevent further unauthorized charges. 


XXXX. Failure to Recognize Fraudulent Activity : The pattern of transactionslarge, repeated purchases from foreign entitiesshould have triggered fraud detection protocols, yet Cash App failed to flag or prevent these transactions. 


XXXX. Lack of Assistance in Recovering My Funds : I was forced to individually dispute each transaction and contact multiple companies on my own. Even after providing documentation, Cash App refused to assist in recovering my full balance. 


XXXX. Account Restrictions : Cash App closed my account to transactions, preventing me from managing my funds while I was still trying to recover from this theft. 



Financial and Emotional Impact : Lost Wages : I missed two full workdays ( 20 hours ) at {$23.00} per hour, totaling {$460.00} in lost wages. 

Gas Expenses : I wasted gas while dealing with this crisis, which cost me an additional {$50.00}. 

Late Bill Payments & Fees : Due to the sudden loss of funds, I was unable to pay my bills on time, leading to late fees and financial hardship. 

Emotional Distress : The stress, anxiety, and frustration of losing my hard-earned money, not being able to pay my bills, and receiving no proper assistance from Cash App have deeply affected my mental well-being and trust in financial institutions. 


Request for Inclusion in Cash App Settlement : Since my {$4200.00} loss occurred within the timeframe covered by the Cash App settlement, I am entitled to compensation. I submitted my claim on time, yet I only recently received a claim number without any details regarding my reimbursement. I request the CFPB to ensure my claim is properly processed and that I receive the funds I am owed. 

Requested Resolutions : XXXX. Full Reimbursement : I request Cash App to refund the remaining funds owed, totaling more than {$2100.00}, plus compensation for my additional financial losses. 


XXXX. Inclusion in the Cash App Settlement : My losses meet the settlement criteria, and my claim was submitted on time. I ask for confirmation that my claim is being processed. 


XXXX. Investigation into Cash Apps Security Practices : Their failure to prevent and properly handle unauthorized transactions suggests inadequate fraud detection and poor customer support. 


XXXX. Compensation for Additional Damages : Due to Cash Apps negligence, I suffered financial hardship, lost wages, and severe stress, which should be considered in my compensation. 


XXXX. Stronger Consumer Protections : Cash App should be required to implement stronger fraud prevention and offer direct phone support for fraud victims to prevent similar cases from happening to other users. 



I have attached all supporting documents, including transaction records, screenshots of my conversations with Cash App support, proof of my claim submission, and details of the disputed transactions. Please let me know if additional information is required. 

Thank you for your time and assistance in holding Cash App accountable and ensuring fair treatment for consumers. I look forward to your response. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation