Consumer complaint received 2026-03-31 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: CO

Complaint narrative:
On XX/XX/XXXX, I was scammed out of bitcoin money via cashapp from a XXXX marketplace seller. I had sent XXXX transactions from my bank to cashapp in order to send that money via bitcoin exchange on cashapp, one for {$7.00} and one for {$89.00}. Once I realized I was scammed, I filed a dispute of those transactions with my bank immediately. My bank refunded me the {$7.00} and {$89.00}. Then on XX/XX/XXXX, cashapp all of a sudden charged my cashapp account {$7.00} saying it was for a returned transaction. I contacted cashapp via their app " support chat ''. I was sent in circles. They kept telling me I was talking to a person when I was clearly still talking to AI/a bot of some sort that was sending all sorts of conflicting and confusing messages, and sending me links to report the dispute that would just send me right back to the chat. It was useless getting anywhere. I then called cashapp who told me that they had to send that money back to my bank since I disputed it with my bank and to handle the problem with my bank. I called my bank and they said they were not responsible for requesting that money from cashapp and had no part in that transaction, and that they had already refunded me the money and they did not need anything from me or cashapp. They even told me cashapp could contact them if needed. I called back cashapp and told them this. They told me they would contact XXXX and handle it all and I would be refunded the {$7.00} within a week or to give them a call back. A week passed and I wasn't refunded. I then noticed today that on XX/XX/XXXX, they also took {$89.00} from my account stating the same reason - that it was for a " returned transaction ''. I tried contacting the support chat about this new " returned transaction '' as now my cashapp account is {$96.00} in the negative for money they have tried to take from me. The support chat once again sent me in circles- sending me links that went nowhere but back to the same chat, sending a message XXXX second saying that they're " looking into this for me and will be back in a few minutes '' and then XXXX seconds later a message saying " we have sufficiently handled your problem and are closing the dispute '' and are clearly just sending bot/AI messages even when they tell you you are talking to a human. There is absolutely no way that is true. I have screenshots that prove it. I then tried to call cashapp again and was told that they couldn't help me because it was initially a bitcoin problem and then that I needed to talk to my bank about the returned transactions ( which again my bank said they had nothing to do with ) and then finally they told me I should file a scam report and that they would send me an email on how. They sent me an email with instructions that don't exist on the app or website so there is no way to actually follow those instructions. I responded to the email saying so and no one has responded. I saw that they have been charge by the CFPB before for basically exactly these type of runarounds and fraud, and I wanted to report that they are absolutely still doing it.

Company response to consumer: Closed with explanation