Consumer complaint received 2025-11-03 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: KS

Complaint narrative:
Cash App has stolen money from me through 2 transactions of {$20.00} and {$25.00} on XX/XX/XXXX and XXXX claiming that my bank ( XXXX ) has disputed an " add money '' transaction from my bank account. Specifically the account, which they provided the last 4 numbers of. This is an important note here. My bank denies ever disputing anything, and in fact has no record of any declined, disputed, or failed transactions from Cash App in those amounts either by ACH or debit. I also have no record or memory of it ever occurring. I combed through statements and spoke to several people up the chain at XXXX to look over my accounts history of declined transactions and disputes. There is no record of it happening, ever. Not by debit or ACH. No declines, no disputes, nothing. 

Cash App uses the debit card on file to process Add Money transfers. But Cash App is claiming the dispute is an ACH transfer, which they do not use for Add Money transfers. 
I asked Cash App for information on the transactions. Any evidence that it occurred, any details at all that I could use to help the bank identify this and find out if it is correct. Not only has Cash App denied me any information but the customer support has repeatedly gaslighted me and ignored my requests with responses failing to acknowledge anything I said and just saying " I know this isnt the outcome you desired '' or directly after I ask a question they claim its resolved because I did not " Provide any new information ''. 

I repeatedly have requested proof of these transactions. XXXX has no record of these transactions. No declined or disputed transactions ever occurred during that time frame. An " add money transfer '' is a debit card transaction, which would be declined if the funds were not in the account, not disputed. There would be no dispute and if there was, the bank would have record of it. Additionally, if you claim it was the bank account ending in XXXX, that would have to be an XXXX transfer because that is a bank account. But Cash App does not do " add money transfers '' via XXXX. They do it via the debit card on file. Thats what a " add money transfer '' is. 

I repeatedly requested information from Cash App through phone, live chat, and eventually email to prove these transactions occurred and they have stalled and avoided in every reply. One cash app manager claimed it was resolved XX/XX/year>. But I have email chains up to XX/XX/year> that prove this false. I filed a XXXX complaint on the XXXX, to which that " cash app manager '' ignored the majority of the complaint and replied with said claim it was " resolved. I rejected it and asked again for them to provide both the initial transaction and the dispute dates, the accounts involved, the method of transfer for the " add money '' transfer ( Debit card on file or ACH ), proof that these transactions ever occurred, proof that the bank disputed these. The bank denies everything and has no record of it. 

As of XX/XX/year>, Cash App 's last response was claiming they already replied and said to refer to the email. All of the information provided here, I also provided them. I have repeatedly attempted to resolve this with Cash App and they ignored all the questions I asked. I have attached their official responses here showing that they have refused to resolve this matter.

Company response to consumer: Closed with explanation