Consumer complaint received 2025-04-10 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: MS

Complaint narrative:
Subject : Unauthorized {$400.00} Cash App transaction and failure to honor Regulation E protections Complaint Details : On XX/XX/XXXX, I discovered an unauthorized {$400.00} transaction in my Cash App account that I did not authorize. I immediately reported this to Cash App ( initial case # XXXX ). 
On XX/XX/year>, Cash App denied my claim, stating their investigation determined the transaction was authorized by me or someone with my credentials. This is false - I never authorized this transaction nor shared my credentials with anyone. 
Evidence of Coordinated Account Attack : I have substantial evidence proving my accounts were compromised through a coordinated hacking attack : Unauthorized Card Activity in Cash App ( XX/XX/year> ) : I have screenshots showing a card ending in XXXX was first linked to my Cash App account and then quickly unlinked This card does not belong to me or any family members - I only have XXXX bank cards and XXXX credit card, none ending in XXXX This clearly demonstrates unauthorized access to my Cash App account XXXX Account Compromise ( Early XX/XX/year> ) : I have emails from XXXXXXXX XXXX ( dated XXXX XXXX ) confirming my account was hacked The support emails explicitly state " Our Account recovery team can't retrieve your account. There's no way they can swap your data from the hacked account to another account '' Support case number : XXXX XXXX Account Compromise ( XX/XX/year> ) : XXXX XXXX  explicitly confirmed " the account was compromised '' in writing They reset my password and recommended enabling XXXX XXXX XXXX Authenticator due to the unauthorized access This occurred during the same timeframe as the other account breaches Multiple Malware/Security Threats Detected ( XX/XX/XXXX ) : My security software detected and quarantined numerous threats on multiple devices during this same period This includes XXXX threats on " XXXX '' and XXXX threats on " XXXX '' within a XXXX window All threats were marked as " Critical '' severity XX/XX/XXXX : Unknown card linked/unlinked from your Cash App XXXX XXXX : XXXX account confirmed hacked by XXXX support XXXX XXXX : Multiple critical security threats detected on your devices XX/XX/XXXX :XX/XX/XXXXconfirms your account was compromised The timeline and pattern of these security breaches across multiple platforms provides irrefutable evidence that my accounts were compromised by malicious actors. This was a coordinated attack that affected multiple services - not an isolated incident or case of shared credentials. 
Cash App 's Improper Handling : Denied my valid claim under Regulation E ( caseXX/XX/XXXXXXXX ) Failed to properly investigate the suspicious card activity clearly visible in their own system Provided poor customer service, including a representative hanging up on me Created confusion by using multiple case numbers ( a manager named XXXX later referred to caseXX/XX/XXXXXXXX ) Also Failing to properly document or consider evidence I attempted to provide via email during my conversations with a customer service representative, who apparently did not communicate this crucial information to others handling my case.

Company response to consumer: Closed with explanation