Consumer complaint received 2025-12-28 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: FL

Complaint narrative:
COMPREHENSIVE LEGAL CLAIM & CFPB COMPLAINT Plaintiff : XXXX XXXX Defendant : Block, Inc., d/b/a Cash App Account : XXXX XXXX Amount in Controversy : {$6800.00} ( plus statutory and additional damages ) Date of Filing : XX/XX/year> Location : Florida I. PARTIES 1. Plaintiff, XXXX XXXX, is a consumer and the rightful owner of the Cash App account identified as XXXX XXXX. 
2. Defendant, Block , Inc., doing business as Cash App, is a financial technology company engaged in electronic fund transfers and consumer financial services, subject to federal consumer protection laws including the Electronic Fund Transfer Act and the Consumer Financial Protection Act.

II. JURISDICTION & VENUE 3. This action arises under federal law, including : - The Electronic Fund Transfer Act, 15 U.S.C. 1693 et seq. ; - Regulation E, 12 C.F.R. Part 1005 ; - The Consumer Financial Protection Act, 12 U.S.C. XXXX. 
XXXX. Jurisdiction is proper in arbitration or federal court, and venue is proper where Plaintiff resides and where Defendant conducts business.

III. FACTUAL ALLEGATIONS 5. Plaintiff lawfully opened and maintained a Cash App account, XXXX XXXX, which was fully identity-verified, including submission and approval of government-issued identification through Cash Apps verification process. 
6. Plaintiff maintained funds in the account and reasonably relied on Cash Apps representations regarding account security, fraud protection, and dispute resolution.

7. On or about XX/XX/year>, {$6800.00} was withdrawn from Plaintiffs account without authorization, knowledge, or consent. 
8. The transaction constituted an unauthorized electronic fund transfer as defined by federal law.

9. Plaintiff promptly notified Cash App that the transaction was fraudulent and requested assistance, investigation, and restoration of access. 
10. Despite Plaintiffs verified identity, Cash App refused to restore Plaintiffs access to the account, asserting that Plaintiff could not recall the email address or phone number associated with the account. 
11. Cash App knew or should have known that Plaintiffs identity could be confirmed through reasonable alternative means, including the ID verification already completed and maintained on file.

12. Cash App used internal policies and procedural barriers as a pretext to deny Plaintiff access to his own verified account.

13. Cash App refused to conduct any meaningful investigation into the unauthorized {$6800.00} transfer.

IV. INVESTIGATION PROCESS AND DEFICIENCIES 14. As part of Cash Apps purported investigation : a. Cash App refused to restore Plaintiffs access to the verified account.

b. Cash App failed to provide a detailed explanation of what steps were taken.

c. Cash App did not request or examine documentation from Plaintiff to verify account ownership, including government-issued ID, transaction history, or device data.

d. Cash App relied solely on internal policy barriers rather than following a reasonable, good-faith investigation as required by EFTA and Regulation E.

e. Cash App did not provide provisional credit, written findings, or any meaningful resolution.

f. Cash App wrongly concluded Plaintiff was not authorized to dispute or access the account, denying Plaintiff recovery and evidence.

g. A proper investigation would have included verification using ID, examination of transaction logs, communication of findings, and provisional credit consistent with federal law.

15. Cash Apps failure to conduct a lawful investigation directly contributed to Plaintiffs financial loss, emotional distress, and inability to recover funds.

V. ACTIONS TAKEN 16. Plaintiff contacted Cash App multiple times requesting investigation and restoration of account access.

17. Plaintiff filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/year>. 
18. Plaintiff filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX 

VI. LEGAL VIOLATIONS COUNT I Violation of Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693f & 1693g 19. The {$6800.00} withdrawal was unauthorized. Cash App failed to investigate, failed to correct the error, and improperly relied on internal policies to deny Plaintiffs federally protected rights.

COUNT II Violation of Regulation E, 12 C.F.R. 1005.11 20. Cash App failed to conduct a reasonable, good-faith investigation, failed to provisionally credit funds, and shifted responsibility to Plaintiff, violating Regulation E.

COUNT III Violation of Consumer Financial Protection Act ( CFPA ), 12 U.S.C. 5531 & 5536 21. Cash App engaged in unfair, deceptive, and abusive acts, including locking Plaintiff out of a verified account, using internal procedures to defeat statutory rights, and exploiting Plaintiffs lack of access to evidence. 

XXXX XXXX XXXXXXXX XXXX XXXX XXXX Cash App promised fraud review, dispute resolution, and consumer protections. Refusal to investigate, provide access, or remediate constitutes a material breach. 

XXXX XXXX XXXX XXXX. Cash App owed a duty of care to safeguard Plaintiffs funds and investigate fraud. Breach of this duty caused Plaintiffs financial loss and emotional distress. 

XXXX XXXX Unjust XXXX XXXX. Cash App retained the benefit of the unauthorized transaction and avoided restitution, which is inequitable and unjust. 

XXXX. ARBITRATION CLAUSE ALLEGATIONS 25. Cash Apps arbitration clause presumes good-faith access to dispute mechanisms.

26. Cash App undermined arbitration by locking Plaintiff out of the account, denying access to records, and refusing investigation.

27. Cash Apps conduct constitutes waiver, estoppel, or unconscionable enforcement of the arbitration clause. 

VIII. DAMAGES AND RELIEF REQUESTED 28. Return of {$6800.00}.

29. Statutory damages under EFTA.

30. Costs and attorneys fees as allowed by law.

31. Interest.

32. Any further relief deemed just and proper.

Company response to consumer: Closed with explanation