Consumer complaint received 2025-06-09 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:
Ongoing issues with fraudulent charges on my Cash App account and the lack of progress on my settlement claim ( Claim ID : XXXX, Confirmation Code : XXXX ). Despite repeated efforts to comply with the Cash App security administrator requests and provide evidence, I have not received the redress owed to me for unauthorized transactions resulting from a data security breach. 

Settlement Claim Issues : On XX/XX/XXXX, I received an email from the Cash App security administrator confirming my eligibility for a settlement payment and providing instructions to submit a claim. I promptly submitted all requested documentation. 

On XX/XX/XXXX, I received a Claim Deficiency Letter stating my claim lacked evidence of an Unauthorized Account Event or prior notice of a Data Security Incident. I immediately revisited the settlement website and resubmitted the requested documentation as instructed. 

As of XX/XX/XXXX, I have received no further updates on my settlement payment or confirmation of claim approval. Attempts to contact the settlement administrator via the toll-free number and website have been unhelpful, as both channels redirect without providing clear answers. 

Fraudulent Charges and Inconsistent Refunds : On XX/XX/XXXX, Cash App acknowledged an error in denying a fraudulent dispute from XX/XX/XXXX, and refunded {$89.00}. However, XXXX other fraudulent charges under identical circumstances were denied without explanation. 

Cash App approved refunds for a XX/XX/XXXX, fraudulent charge and XXXX out of XXXX fraudulent charges from XX/XX/XXXX, but denied the remaining charges despite identical circumstances. Previous CFPB complaints filed and are awaiting response by Cash App. Cash App has stated they are working on my case, yet I have provided evidence showing contraindications proving misrepresentation by Cash App. 

When I requested evidence for the denials, Cash App provided only a transaction printout stating physical card not present, which does not justify their decisions. 

On XX/XX/XXXX, Cash App abruptly closed my account without resolving these disputes or providing the requested evidence. 


Legal and Regulatory Concerns : The XX/XX/XXXX, lawsuit agreement between Block Inc. and the CFPB establishes eligibility for redress for fraudulent charges if disputes were not properly investigated or provisional credits were not applied. Cash Apps inconsistent refund decisions and failure to provide evidence violate these terms and appear to disregard EFTA and Regulation E requirements. This negligence has caused significant financial hardship for me and my XXXX son, for whom the {$940.00} in stolen funds is critical. I'm a single widow therefore the soul provider. 

Request for XXXX : I respectfully request the following : XXXX review and approval of my settlement claim ( XXXX ) with prompt issuance of the payment. 

Full refund of all remaining fraudulent charges, consistent with the refunds already approved for identical circumstances. 

A detailed explanation, with supporting evidence, for any denied refunds. 

Reopening of my Cash App account, if necessary, to facilitate resolution. 

I have contacted Cash App support via chat and email multiple times without resolution. The lack of accountability and transparency is unacceptable. 


Attached is photo evidence to support my claim. 
Emails from Cash App showing dates & Cash App chat support conversations.

Company response to consumer: Closed with explanation