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

Complaint narrative:
b"yesterday I received my final decision on the claim they did such a thorough investigation that they came to a conclusion that I did these transactions well I am shocked that they did such a thorough investigation they didn't do anything and they closed the case That's the information I got so they provided a number to get the documents because they informed me that if I am not happy with the decision that I can look at the documents okay I do the process that they provide the instructions on how to do it I get a response that the number they provided literally 5 minutes after that it's not valid and it doesn't go with my claim I requested a new number didn't get it yet number one number two I said well if you are saying that I did these transactions why would I form such a complaint again and still do this after so many years number one number two I already had an investigation that simply should be open and looked back in time from the time that it happened to previous months nobody looked into that so again I speak English and was very informative that this should be done The original investigation took 4 months this investigation took 3 days okay maybe they found information that shortened a time but the documents have not been sent to me number one number two I requested a new number to get my documents it's a secure number that's given to me because it's a personal number and still nothing so it was very stressful for me to hear all this because I wouldn't waste time and talk about this for so long and embarrass myself and you know lie why would I do that you know such a difficult time for me I almost fell yesterday because of this tripped and fell I was so nervous My mom is in the nursing home I'm going through so much that this really made things even worse for me you know anyone who claims something doesn't feel good they are unhappy that someone you know invaded their privacy did something that is a criminal thing why would I lie about myself and do this process if these transactions were mine so the information I provided was bank statement transactions there is no history of these transactions in the app which I requested silence then I got a response to reopen the case but the final decision was done that the case is closed which I am so surprised that after so much that I've been through literally and everything why should I reopen the case and beg for this and adds more stress to my life I understand everything this wasn't like this before I didn't get any kind of help before but because of your organization I do and I think this information should be sent to the very top elite of the company you know the CEO the the people that are in charge of these places and connect that way because you know it's not a little bit of money it's almost $20,000 so it's a matter that has to be looked into from a previous investigation all that I ask and maybe is simple but I see I can't get through with the support that I'm getting your company the CFBB is amazing thank you that you exist but the transparency that I'm getting is so comfortable but then in the end it looks like they're not doing anything for me because they ended up contacting me when I begged for them before and I literally was on the phone for hours requesting information and nobody gave it to me but this way I did and I provided all my information took pictures and verifications that it's me you know and in the end the outcome was they found it to see that these transactions are mine I'm like yes that's your way of putting it that you didn't do the investigation correctly so I'm asking for the history that you said that I did this show me in the app so that's the fraud case someone stole money from me using cash app I had no one else that could use my account and I didn't use it much either really I didn't do much of transferring money to people or anything in a way that it was constantly used so they asked me to reopen the case and I'm not getting any responses I do what dumbass I understand thoroughly and it's very but in the end this this whole thing is becoming very bad and I know for a fact it feels like I don't they don't want to give me back my money you know they can do investigation and see everything that this wasn't me and money was stolen from me and that's all I ask for help and and it's really taking a toll on me with all the other stresses in my life I wish this could be the last claim I'm putting in for this amount of money because this has to be escalated to the top people that are involved in this because 5 years ago they said that the account was compromised and they told me the information already they just never wanted to help it looks the same way and I'm a lost out of a lot of money and I would like to get it back I am pretty certain this is something that maybe you could help with and I'm very confident that if the CFBB exists I could get the help I'm really thankful for it and I hope you understand I wouldn't waste anyone's time for this too this claim now is in the going back again back and forth going back for the third time and you know after all that they did the investigation they told me it's closed but then when I requested all the information they said to reopen the case so why I don't understand and I'm putting this in again thank you"

Company response to consumer: Closed with explanation