Consumer complaint received 2026-03-10 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: GA

Complaint narrative:
My cashapp account $ XXXX was compromised for a grand total of {$12000.00}. My husband, XXXX XXXX, and I, XXXX XXXX XXXX, have other cases open under investigation related to the fraud that occurred XXXX across multiple of our bank accounts : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX and XXXX. A supposed investigator from XXXX XXXX had me follow a series of prompts through cashapp to " recover '' fraudulent transactions from myself ( $ XXXX ) and my husband ( $ XXXX ). The investigator provided a name of XXXX XXXX, badge XXXX and working with XXXX XXXX from the Federal Reserve. I received several XXXX XXXX Alerts text messages to give a call back to XXXX. The text messages seemed legit, and I had no reason to mistrust the text messages as it is advertised that the bank will not call, rather they send fraud alerts. The XXXX XXXX information I am providing is relevant because this is the contact information that was used on my husbands cashapp to hack his account and steal our money. My husband, XXXX XXXX and I called the XXXX XXXXXXXX XXXX XXXX on Tuesday night XX/XX/26, when we figured out that our cellphone calls were being forwarded to a phone # XXXX. We found this out because my stepfather was trying to call XXXX & myself and someone was at first picking up and posing as my husband. Then, my stepfather tried calling me and someone picked up the phone and clicked off, hanging up. My sister-in-law by direction of my stepfather, drove to our house to see if we were okay. This is when my husband and I called the police. Police officer, XXXX XXXX, badge # XXXX, XXXX came to our residence to write a police report and open a case. Police report case # XXXX. On the morning of XX/XX/26, my husband noticed that his cashapp email and phone number had been changed without notification/alert from cashapp. The phone number on his profile was the same one as the investigators XXXX and the email was XXXX. I have screenshots to corroborate all of this. I also noticed that an iphone in Florida had been logged in to my gmail account. XX/XX/26 CashApp Withrawal from my cashapp $ XXXX for {$2500.00} Scammer had me add {$2500.00} to my cashapp balance transferred from my XXXX XXXX XXXX XXXX XXXX card XXXX. XXXX XXXX at XXXX Scammer then transferred to a XXXX XXXX XXXX XXXX XXXX ( transaction XXXX XXXX XXXX XXXX/amount transferred XXXX + XXXX instant transfer fee ) This was supposed to go to a supervisors holding account so that it could be returned back to me -XXXX. XXXX at XXXX XX/XX/26 CashApp to $ XXXX {$4900.00} + {$75.00} ( instant fee ) = {$4900.00} Scammer had me deposit {$4900.00} from my XXXX XXXXXXXX XXXX XXXX to my husbands XXXX XXXX cashapp balance Cashapp transaction # XXXX This was supposed to be an attempt to reverse the funds. The note on the cashapp transaction reads : For REVERSAL XXXX XXXX at XXXX Scammer transferred to a XXXXXXXX XXXX XXXXXXXX XXXX XXXX ( transaction XXXX XXXX XXXX ID/amount transferred XXXX + XXXX instant transfer fee ) -XXXX XXXX XXXX XXXX XX/XX/26 CashApp to $ XXXX {$2400.00} + {$72.00} ( instant fee ) = {$2400.00} Scammer had me deposit {$2400.00} from my XXXX XXXX XXXX XXXX to my husbands XXXX XXXX cashapp balance Cashapp transaction # XXXX This was supposed to be an attempt to reverse the funds. The note on the cashapp transaction reads : SEND BACK XXXX XXXX XXXX XXXXXXXX XX/XX/26 CashApp to $ XXXX {$2300.00} + {$69.00} ( instant fee ) = {$2300.00} Scammer had me deposit {$2300.00} from my XXXX XXXX Credit Card to my husbands $ XXXX cashapp balance Cashapp transaction # XXXX This was supposed to be an attempt to reverse the funds. The note on the cashapp transaction reads : SEND BACK # XXXX XXXX XXXXXXXX at XXXX Call log to Cashapp ( EST ) : XX/XX/26 Reached out to dispute and file a claim XX/XX/26 @ XXXX escalated the case # XXXX -Cashapp will send an email when there is an update within 10 days -I provided screenshots through the support chat XX/XX/26 @ XXXX I followed up, no information XX/XX/26 @ XXXX I followed up requesting an update and I was told there was no case # XX/XX/26 @ XXXX I followed up because now it had been 10 days and I did not get a response via phone or email. I was told someone would reach out to me by XXXX. XX/XX/26 @ XXXX I followed upnothing, no response XX/XX/26 @ XXXX I followed upno update XX/XX/26 @ XXXX I was told that every time I reach out, Cashapp issues different case numbers : XXXX ( original ) XXXX XXXX XXXX XXXX XX/XX/26 : I receive a denial letter. I request documentation as per the Cashapp email, no response on said documentation that Cashapp would provide Today, XX/XX/26, I received an email from CashApp that my dispute has been denied. I have requested Dispute Decision Documentation and have not received any information. So now, I am reaching out for help from Consumer Financial Protection Bureau as this scam, across all our banks is totaling close to {$79000.00}.

Company response to consumer: Closed with explanation