Consumer complaint received 2026-01-06 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: WA

Complaint narrative:
I am filing a new complaint regarding inaccurate information Cash App provided to the Consumer Financial Protection Bureau ( CFPB ) and concerns about the adequacy of Cash Apps investigation into unauthorized transactions on my account. 

On XX/XX/year>, Cash App sent me written notice stating that its investigation into my fraud dispute was completed and closed, and that the disputed transaction ( s ) were deemed authorized. 

However, on XX/XX/year>, Cash App reported to the CFPB that it was still working on my complaint. This statement directly conflicts with the written notice I received two days earlier confirming that the investigation had already been completed and denied. At the time Cash App reported this to the CFPB, no active investigation was ongoing. 

This inconsistency raises serious concerns about the accuracy and reliability of information Cash App provides to regulators. 

After Cash App later provided documentation describing its investigation, I learned that the scope of the investigation was extremely limited. According to Cash Apps own records, the determination that the transactions were authorized was based primarily on : Whether the Cash App Card was classified as card-present, and Whether certain lock features were enabled within the app Cash App did not document or demonstrate that it investigated alternative fraud scenarios, including but not limited to : Unauthorized card access without loss of the physical card Account compromise or tokenized card misuse Location discrepancies between transaction location and my physical whereabouts Device or network-level indicators of unauthorized use Cash App also imposed a 24-hour deadline to submit supporting evidence, which was insufficient to obtain third-party documentation ( such as mobile carrier location or activity records ). Despite this, Cash App completed its investigation in approximately one day, without considering evidence that could not reasonably be produced within that timeframe. 

The investigation documentation does not explain how Cash App concluded that I personally authorized the transaction, only that the transaction was processed as card-present and that lock features were not engaged. This does not constitute a reasonable or good-faith investigation into unauthorized electronic fund transfers. 

Why This Matters Cash App : Reported to the CFPB that an investigation was ongoing when it had already been closed Conducted a narrowly scoped investigation that failed to assess reasonable fraud vectors Relied on internal system indicators without substantiating customer authorization Provided conclusions without transparent evidentiary support Requested Resolution I am requesting that the CFPB require Cash App to : Explain and correct the conflicting statements made to me and to the CFPB regarding the status of the investigation Conduct a proper reinvestigation consistent with Regulation XXXX standards Provide all evidence and analysis relied upon in determining the transactions were authorized Reconsider reimbursement of the disputed funds if authorization can not be substantiated Important Note for You ( not part of the complaint ) This is exactly the type of issue the CFPB flags : Inaccurate statements to regulators Check-the-box investigations Closing cases before evidence can reasonably be gathered You are no longer arguing I didnt do it youre arguing process failure and regulatory misrepresentation, which is much stronger. 

If you want, next I can : Tighten this into a short-form CFPB character limit version Add explicit Reg E citations ( 12 CFR 1005.11 ) Help you sequence complaints so this one clearly builds on the first Prep language for arbitration or small claims if needed Just tell me where youre submitting this next.

can you write what would be a fair resolution?

Yes and this is important. A fair resolution should be measured, reasonable, and regulator-aligned, not punitive or emotional. That actually helps you.

Below are three versions you can choose from, depending on how strong you want to go.

Most people do best submitting Version 1 to the CFPB.

Version 1 : Fair, Reasonable, CFPB-Friendly Resolution ( Recommended ) Requested Resolution I am requesting that Cash App provide a fair and complete resolution by : Conducting a good-faith reinvestigation of the disputed transactions consistent with Regulation E, including review of all reasonably relevant fraud scenarios, not limited solely to whether the transaction was card-present or whether app lock features were enabled.

Providing full documentation and explanation of the investigative steps taken, including : What data points were reviewed How authorization was determined Why alternative fraud vectors were ruled out Correcting the inconsistent and inaccurate statements provided to the CFPB regarding whether the investigation was open or closed as of XX/XX/year>. 

Reconsidering reimbursement of the disputed funds if Cash App can not substantiate that I personally authorized the transactions, as required under Regulation E.

Company response to consumer: Closed with explanation