Consumer complaint received 2026-04-30 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: LA

Complaint narrative:
CFPB Complaint Submission - Follow-Up / Related t o Prior Complaint No. XXXX Consumer : XXXX XXXX XXXX XXXX XXXX XXXX, La XXXX XXXX : XX/XX/XXXX SS # XXXX Institution : Cash App ( Block, Inc. ) Issue Type : Electronic Fund Transfer Emor - Procedural Violations/ Failure t o Conduct Compliant Investigation Related Complaint : XXXXXXXX XXXX XXXX XXXX I. Summary o f Complaint This complaint i s submitted as a follow-up to prior CFPB Complaint No. XXXX. While Cash App ultimately issued a {$35.00} refund o XXXX XX/XX/XXXX, that action does not resolve the substantive issues raised i n the original complaint. The refund was delayed approximately 60 days from the confirmed merchant issuance date ( XX/XX/XXXX ) and was only provided after repeated escalation, including the initial CFPB complaint. This complaint concers Cash App 's failure t o follow required dispute investigation procedures under Regulation E, independent o f the eventual monetary resolution. # # # II. Basis for Complaint The original issue involved a confirmed merchant-issued refund from Apple that was never received o r credited t o my account. Despite being provided with documentation confirming the refund, Cash App - Denied the dispute within approximately XXXX hours - Misclassified the issue a s an authorization/recurring charge dispute rather than a missing inbound refund - Failed to conduct a network-level trace to determine the status o f the refund - Provided inconsistent and contradictory statements regarding the status of the investigation - Failed t o provide any trace documentation, XXXX, o r settlement-level verification Cash App 's formal response to the CFPB did not address these failures and instead relied solely on the fact that the refund was eventually issued. # # # XXXX. Regulation E Concerns The handling of this dispute raises concerns under Regulation E, including : 1. Failure t o conduct a reasonable investigation o f an electronic fund transfer error 2. Investigation o f a n incorrect issue type ( authorization vs. missing refund ) 3. Failure t o verify whether the inbound refund was received, posted, or rejected 4. Failure t o provide provisional credit during a n extended investigation period 5. Failure to complete the investigation within required timeframes 6. Premature denial and closure o f the dispute without resolving the underlying error The eventual refund does not demonstrate that a compliant investigation was conducted. Rather, it indicates that the issue remained unresolved until escalated. # # # IV. Inadequate Company Response In response t o Complaint No. XXXX, Cash App stated that the matter was " resolved '' and that no further action was required. This response is incomplete and does not address : - The basis for the initial denial - The absence of a proper investigation at the time of denial - The failure t o conduct o r document a network-level trace - The delay between confirmed refund issuance and final resolution - The lack o f adherence to required procedural safeguards -- # # # V. Public Representations vs. Actual Practice Cash App has publicly stated, in connection with its agreement with the Consumer Financial Protection Bureau , that it has improved its dispute resolution processes, customer support systems, and investigative procedures. My experience in this matter-including misclassification of the dispute, lack of investigation, delayed resolution, and inconsistent communication -appears inconsistent with those representations. # # # VI. Requested Action XXXX requesting that this complaint b e reviewed independently o f the prior complaint closure, with focus o n procedural compliance rather than the ultimate refund outcome. Specifically, I request : 1. A detailed explanation o f the investigation steps actually performed a t the time o f the initial denial 2. Confirmation o f whether a network-level trace was conducted, and i f so, the results 3. Clarification as t o why the dispute was misclassified and not properly investigated 4. Review o f Cash App 's dispute handling procedures for compliance with Regulation E requirements 5. Consideration o f appropriate remediation due t o the delay and improper handling o f this matter # # # VII. Final Statement This matter i s not solely about a refunded transaction. It concerns the failure t o properly investigate and resolve a documented error in accordance with required procedures. The eventual refund does not cure the underlying deficiencies in how the dispute was handled. XXXX XXXX

Company response to consumer: Closed with explanation