Consumer complaint received 2025-06-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: WV

Complaint narrative:
I am filing this new complaint to address misleading responses and a false claim by Cash App ( operated by Block , Inc. ) in my original CFPB complaint, # XXXX. On XX/XX/XXXX, Cash App informed the CFPB that they were actively working on my dispute and would provide a resolution within 60 days. However, evidence shows they denied my dispute on XX/XX/XXXX, XXXX day prior, and again on XX/XX/XXXX, falsely claiming incomplete identity verification. I have screenshots of a conversation with Cash App support confirming my identity was verified, proving their denial reason is deceptive. These misrepresentations violate consumer protection standards. 

Details of the Issue : In my original complaint ( # XXXX ) : On XX/XX/XXXX, my Cash App account was fraudulently accessed, resulting in five unauthorized transactions to XXXX XXXX. Cash App denied a refund for the first {$130.00} transaction but refunded the other XXXX, despite all transactions occurring within minutes under identical circumstances. 

On XX/XX/XXXX, my Cash App account was again fraudulently accessed, resulting in XXXX unauthorized transactions to XXXX. Cash App refunded one transaction on XX/XX/XXXX, acknowledging an error in the original denial via email. They also refunded a partial transaction for {$9.00} on XX/XX/XXXX, but denied refunds for the {$82.00} and {$71.00} transactions, despite identical circumstances. 


On XX/XX/XXXX, Cash App told the CFPB they were still working on my dispute with a resolution expected within 60 days. Contrarily, I received an email from Cash App on XX/XX/XXXX, stating my dispute was denied and the case resolved, citing incomplete identity verification. On XX/XX/XXXX, I received another email from Cash App reiterating the denial due to unverified identity. However, I have screenshots of a conversation with Cash App support confirming my identity was verified, and my account reflects this status. Additionally, screenshots from my Cash App account show the dispute was marked resolved on XX/XX/XXXX. These discrepancies and false claims about identity verification indicate Cash App provided misleading information to the CFPB, misrepresenting the status of my case and obstructing proper resolution. 

The CFPB complaint portal does not allow me to add this evidence to my original complaint because the status shows companys answer in progress, will update within 60 days. 

Supporting Evidence : I am attaching the following documents to this complaint : Email from Cash App dated XX/XX/XXXX, stating my dispute was denied due to incomplete identity verification. 

Email from Cash App dated XX/XX/XXXX, reiterating the denial due to incomplete identity verification. 

Screenshots of my conversation with Cash App support confirming my identity was verified and to disregard the email requesting me to confirm my identity. 

Screenshots from my Cash App account showing the dispute was marked resolved on XX/XX/XXXX. 

A copy of Cash Apps response to the CFPB dated XX/XX/XXXX, claiming the dispute was still in progress. 


Additional Context : The XXXX XX/XX/XXXX consent order against XXXX, XXXX highlights a pattern of mishandling consumer disputes, which aligns with my experience. Cash Apps false statements regarding my dispute status and repeated incorrect claims about identity verification further demonstrate noncompliance with federal consumer protection laws. 
Thank you for your assistance in addressing this matter. 
Sincerely, XXXX XXXX CFPB Complaint Reference : # XXXX

Company response to consumer: Closed with explanation