Consumer complaint received 2026-01-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: GA

Complaint narrative:
Consumer : XXXX XXXX Issue : Improper handling of dispute, contradictory information, missing notifications, and denial without disclosure I am filing this complaint because Cash App has repeatedly mishandled my dispute for a {$660.00} transaction with XXXX that occurred on XX/XX/XXXX. The company has provided contradictory information, failed to notify me of important decisions, and is now attempting to shift responsibility onto me for errors caused by their own representatives and system. 

1. Multiple disputes were filed, but Cash App never provided a consistent claim number.

I filed disputes beginning XX/XX/XXXX, with the most recent dispute filed XX/XX/XXXX. At no point did Cash App provide a clear or consistent claim number for the remaining balance. This has made it impossible for me to track the status of my claim. 

2. On XX/XX/XXXX, Cash App issued a partial refund without explanation. 

Cash App refunded {$13.00} on XX/XX/XXXX. 
However, they did not explain why only a partial refund was approved or why the remaining balance was not processed. 

3. On XX/XX/XXXX, Cash App emailed me stating the remaining balance was still under investigation. 

This communication directly contradicts their current claim that the remainder was denied due to insufficient information. 
If the claim was denied, I was never notified. 

4. I was never told that additional information was needed.

Cash App now claims they could not process the remaining balance because I did not provide additional information. 
This is false. 
I was never contacted, notified, or asked to submit anything further. 

5. I was never told to file an appeal until XX/XX/XXXX. 

Cash App is now stating that I should have filed an appeal. 
However : I was never informed that the claim was denied I was never told an appeal was required The app does not allow me to file an appeal for this transaction When I attempt to follow their instructions, the system incorrectly processes it as a new dispute, not an appeal This is a system failure, not consumer error. 

6. Cash App is now escalating the wrong claim. 

Instead of addressing the {$660.00} dispute, Cash App escalated a separate {$30.00} dispute filed on XX/XX/XXXX, which is unrelated. 
I have repeatedly clarified this, and they continue to ignore it. 

7. Cash App has provided misleading and contradictory information for months. 

Representatives have given conflicting explanations, including : Claiming the dispute lacked information ( though they never requested any ) Claiming I was notified of a denial ( I was not ) Claiming I filed an appeal ( I did not ) Claiming the matter was still under investigation ( after issuing a partial refund ) These contradictions have prevented me from resolving the issue and have caused significant stress. 

8. I am requesting CFPB assistance because Cash App refuses to provide documentation.

I have repeatedly asked Cash App to provide : Proof of any denial notice Proof that additional information was requested Proof that I was advised to file an appeal Documentation explaining the partial refund decision on XX/XX/XXXX Internal notes from the representative XXXX, who handled the partial refund Cash App has not provided any of this.

Company response to consumer: Closed with explanation