Consumer complaint received 2025-01-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: FL

Complaint narrative:
[ XXXX XXXX ] [ XXXX XXXX XXXX XXXX XXXX XXXXXXXX ] XXXXXXXX XXXX XXXX XXXX Date : XXXX XXXX XXXX  To : Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Formal Complaint Against Cash App Regarding Fraud, Poor Customer Service, and Unresolved Disputes Dear Sir/Madam, I am writing to file a formal complaint against Cash App, a financial services product operated by Block, Inc. ( formerly known as Square, Inc. ), due to ongoing issues I have experienced with their services. I am particularly concerned about these problems in light of recent lawsuits filed against Cash App, which highlight systemic issues that have negatively impacted my experience and that of other consumers.

Summary of Issues : Fraudulent Activity & Unauthorized Transactions : I have been affected by fraudulent or unauthorized transactions on my Cash App account on multiple occasions. These transactions were either charged without my consent or resulted from account breaches. Despite my repeated requests for assistance, Cash App has failed to resolve these issues in a timely manner or provide adequate compensation. I have contacted their support team on several occasions, but the response has been slow and unhelpful. I am left with unresolved issues, leading to financial losses.

Unresponsive & Inadequate Customer Service : Cash App 's customer service has been unresponsive and ineffective in addressing my concerns. On multiple occasions, I have attempted to resolve these issues through the support system, but I have faced long wait times, generic responses, and lack of action on my account. As a consumer, I feel that Cash App has not made reasonable efforts to assist me in resolving these issues, leaving me without recourse.

Concerns Raised by Recent Lawsuits : I am aware of recent lawsuits filed against Cash App that highlight major concerns regarding the company 's failure to protect consumer interests, particularly in regard to fraudulent transactions and poor customer support. These lawsuits include : Case # 1 : A class action lawsuit regarding Cash App 's failure to protect consumers from unauthorized transactions, including instances where users were unable to get refunds for fraud-related charges.

Case # 2 : A lawsuit alleging that Cash Apps customer service fails to resolve disputes in a timely manner and has left consumers stranded without a solution for months.

These legal challenges are indicative of a pattern of behavior that directly impacts my experience with Cash App. I feel that my rights as a consumer have been violated, and Cash App has not demonstrated a sufficient commitment to consumer protection.

Request for Action : I am requesting that the Consumer Financial Protection Bureau ( CFPB ) investigate the following : Inadequate fraud protection : Cash App 's failure to promptly address and resolve fraudulent transactions and unauthorized charges, leaving consumers vulnerable to financial losses.

Deficient customer service : Cash Apps unresponsive and ineffective customer service, which has caused undue stress and further delayed the resolution of my issues.

Systemic failure to resolve disputes : The widespread nature of unresolved disputes and complaints against Cash App, as indicated by the ongoing lawsuits. 
Details of My Account : Cash App Username : XXXX I believe that these issues are not isolated incidents but part of a broader problem with Cash Apps business practices, particularly with regard to consumer protections and dispute resolution. I am requesting that the CFPB take appropriate action to ensure that Cash App is held accountable for its practices and that consumers are better protected moving forward. 

Thank you for your attention to this matter. I look forward to your response and hope that you will take prompt action to resolve these concerns. If you require any further information or documentation regarding my complaint, I am happy to provide it. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation