Consumer complaint received 2026-04-11 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: FL

Complaint narrative:
Dear Cash App Complaint Operations Team, I am writing in response to your final determination regarding my CFPB complaint ( No. XXXX ). I formally dispute your conclusions, request a reinvestigation of the denied transaction, and appeal the permanent closure of my account. First, I need a clear and specific explanation as to how two transactions reported under the same circumstancesunauthorized use following the theft of my phoneresulted in inconsistent outcomes. One transaction ( {$57.00} ) was approved and credited, while another transaction ( {$210.00} ) was denied, despite both being reported at the same time and under the same claim of unauthorized access. This inconsistency raises serious concerns about the accuracy, fairness, and completeness of your investigation process. If both transactions were initiated under identical conditions ( i.e., unauthorized access to my account due to a stolen device ), then logically both should have been evaluated under the same criteria. Approving one claim while denying the other suggests either : An incomplete or inconsistent investigation, or A failure to properly apply your own policies and regulatory obligations. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005 ), I have the legal right to protection against unauthorized electronic fund transfers. Once I reported my phone stolen and transactions as unauthorized, the burden shifts to the financial institution to demonstrate that the transactions were authorized. Simply stating that valid credentials were used is not sufficient proof of authorization, especially in cases involving device theft or account compromise. Additionally, Regulation E requires that : You conduct a reasonable investigation, Provide a clear explanation of findings, and Supply documentation upon request supporting your determination. At this time, I have not been provided with any meaningful evidence demonstrating that the {$210.00} transaction was authorized by me. I am formally requesting : All documentation, logs, and evidence used to determine that the denied transaction was authorized ( including IP address, device information, timestamps, and authentication method ). A detailed explanation of how your investigation differentiated between the approved and denied claims. Clarification on what specific criteria were used to approve one dispute and deny the other. Furthermore, I am appealing the permanent closure of my account. Closing my account while I was actively reporting fraud and cooperating with your investigation is unjust and retaliatory in nature. Your Terms of Service may allow account closure ; however, such actions must still be applied fairly and not in a manner that penalizes victims of unauthorized access. I respectfully request : A full review and reversal of the denied {$210.00} and all other transaction, that were denied. A reconsideration and reinstatement of my account, or at minimum, a detailed explanation of the alleged violation, Assurance that my rights under federal law have been properly upheld. If this matter is not resolved satisfactorily, I am prepared to pursue further action Please treat this matter with urgency. I expect a substantive response supported by evidence, not general statements. While your Terms of Service may allow account closure, such discretion is not unlimited and must be exercised in good faith and in compliance with consumer protection standards. At minimum, I am entitled to : A specific and meaningful explanation of the alleged violation, Identification of the conduct or activity that led to the closure, and Confirmation that this action was not taken in error or as a result of automated flagging without proper human review. A vague reference to account history is insufficient and does not meet reasonable standards of transparency. 4. Potential Unfair or Deceptive Practices The combination of : Inconsistent dispute outcomes, Lack of evidence provided, and A permanent account ban imposed during a fraud investigation raises concerns under prohibitions against unfair, deceptive, or abusive acts or practices ( UDAAP ). I expect your response to address these concerns directly. 5. Required Resolution I am requesting the following actions : Immediate reinvestigation and reversal of the denied {$210.00} transaction, Full disclosure of all evidence used in your decision-making, Reconsideration and reversal of the permanent account closure, or a detailed and specific justification supported by evidence. If this matter is not resolved satisfactorily, I am prepared to : Escalate this complaint through the Consumer Financial Protection Bureau with additional findings, File complaints with my state Attorney General and other applicable regulators, and Pursue all available remedies, including formal dispute escalation and legal action where applicable. Please treat this matter with urgency. I expect a substantive, evidence-based response, not general or conclusory statements.

Company response to consumer: Closed with explanation