Consumer complaint received 2025-05-31 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: CA

Complaint narrative:
You're right, XXXXXXXX XXXX  a huge and critical detail. Let me update the message to reflect that. 


-- - Subject : Urgent Fraud Complaint Mishandling of Reported Account Breach and Missing {$15000.00} To Whom It May Concern, I am writing to formally express my deep frustration and concern regarding a serious security failure and negligence by Cash App support that has resulted in the unauthorized loss of {$15000.00} from my account. 

While actively on the phone with a representative, I reported suspicious activity including : XXXX unknown devices linked to my account Unauthorized charges and transactions occurring in real time Multiple large transfers totaling {$15000.00} that were not authorized by me Despite clearly communicating that my account was under attack and that funds were actively being moved, no immediate action was taken to freeze the account, secure my data, or prevent additional fraudulent activity. 

The fact that these transactions were allowed to proceedwhile I was on the phone with your representativeis unacceptable and shows a complete failure in protocol and customer protection. 

I am demanding the following : 1. A full investigation into the breach of my account.

2. Immediate reimbursement of the {$35000.00} in unauthorized transactions.

3. Confirmation that all unauthorized devices have been removed from my account.

4. A detailed explanation of how your system allowed these transactions despite an open fraud report.

5. Assurance that new security measures will be implemented to prevent this from happening to others. 



If this matter is not resolved swiftly and appropriately, I will be submitting a complaint to the Consumer Financial Protection Bureau ( CFPB ) and pursuing legal and criminal action, including filing a police report. 

I trusted Cash App with my financial information, and your platforms failure to respond in a timely and responsible manner has caused significant distress and financial harm. 
They told me that this case is still open going over XXXX... I lost my XXXX old son on XX/XX/year> XXXX XXXX XXXX... pleaded with cash app I need my funds to XXXX XXXX XXXXXXXX 
They gave me the same reply all the time.... 
I've allowed this burden to get the best of me I'm a full fledge DIABETIC TODAY .. AT XXXX .XXXX XXXX XXXX XXXX XXXX  AS WE SPEAK... PLEASE HELP ME... I DIDNT KNOW HOW TO FILE A CLAIM TO BE PART OF THE CASH APP SETTLEMENT.... XXXX I TAKE MY XXXX XXXX I WILL FIGHT. TILL I GET BACK WHAT WAS MINES.... THANK YOU.... 

Please respond immediately with confirmation of your investigation and next steps. 

Sincerely, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX It's hard to get into accounts once cash up decides the clothes them for whatever reason without providing proof or evidence of a something's been broken or against their policies and they don't do nothing in writing and my case is still open over a year unless it's crazy so sad and crazy even if I wasn't able to get back the whole XXXX and they can meet me halfway and give me back XXXX of my unauthorized money that was sent out of my account and I reported it before it happened and boom cash up dropped the ball and it happened -- -

Company response to consumer: Closed with explanation