Consumer complaint received 2025-06-20 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: MA

Complaint narrative:
Hello, Thank you for this opportunity to address the neglient mishanding of my money and the unauthorized transaction made by CashApp against money I held in an account offered by them. 

On XX/XX/XXXX, {$110.00} was taken out of my cash app account and sent to another cash app user without my authority. When I noticed this unauthorized transaction immediately I contacted cash app to tell them that it was an error and that the money needs to be reversed. They told me that there was nothing they could do about it despite the fact that I had called within 3 minutes of the transaction being made because the money was already sent to that person. I also attempted to contact the cash up usually the receive the money and demand that they returned the money to me because it was an error made by cash app and they since denied that request and kept the money. 

I went through the proper channels that cash app offers Which were very limited and wouldn't allow me to explain the full details of what happened And it ended with them sending me a message Two weeks later Determining that The transaction was made from my phone and under my control Which is not true because it was not on my phone and was not under my control. The transaction may have been made from an old phone of mine that I do not have the possession of and was certainly not under my control. I tried to explain this to cash up expressing that it was likely to be fraudulent or a scam and they disagreed with my initial complaint and my follow-up appeal and then denied any chance to address the issue further. I made numerous attempts to contact the person who was unjustly enriched by this error to get the money back but they made no effort to honor my request and cash app did nothing to contact them to get them to return the money to me that was taking without my authority. It has been almost a month and I've exhausted The XXXX mechanisms that cash app offers to address this sort of issue and I have no other option but to file a complaint through this office. 

I filed another complaint through a different transaction So that cash app could at least read what I was trying to explain to them but they denied And I've received an email a week later saying that the complaint would take 30 days For them to address And that I could reply to the email that they sent Explaining this Period I just spent an hour Typing out an email to cash app Expressing My dissatisfaction and the actions that I'm taking to get my money back And after I sent It was returned back to me saying that it was not a valid email Even though the email said in itself to respond to that email The email that I sent to cash app which has more details about this ongoing issue is below. 

It is very apparent to me that from the moment I first attempted to address this issue of a payment being sent outside of my control from a phone I don't use to a person with whom I had no intention of sending XXXX dollars ; that Cash App doesn't care at all, and worse, your business had made a mockery of these extremely stressful issue that should have been resolved in a courteous professional manner. The fact that it will take 30 days to address a complaint is either indicative of poorly run management or a company that could care less about the genuine concerns of their customers. Companies 40 years ago, without the internet or any of the technology we have today would be able to address a customer 's issue in XX/XX/XXXX of the time it will take you. Furthermore, I guarantee that my complaint, just as with the original issue Cash App failed to address, will be ignored and at the end of 30 days, I will receive a boilerplate automated response stating something along the lines of regretting the issues I presented ( passing the onus to me ) and in tongue-and-cheek " polite '' language dismissing my complaint as inconsequential. It does not take 30 days to tell a person to, in a sense, XXXX XXXX XXXX. This is not an efficient or respectful way to run a business and adds to the stockpile of legitimate issues I have had to manage using CashApp over the past month. 

I have filed a fraud claim with my bank because while Cash App determined I was " in control of my phone '' when the unauthorized payment of XXXX was sent to someone with no intention or wilful action on my part ; I was not in control of the phone that sent the XXXX dollars. It was sent from a different phone other than my own. Therefore, the payment sent was unauthorized and fraudulent. I stated in the claim that Cash App has no mechanism to handle these rogue unintended payments, no means to reverse payments made in error, or to properly report and appeal this sort of technological / identity theft error, which is entirely inappropriate, considering this business is solely technological / cellular and thus extremely vulnerable to these maladies. 

I filed a fraud claim because the recipient of my money was unjustly enriched due to Cash App 's negligence and I should not be responsible, nor suffer any loss, for activity that I had no part in executing. 

I filed a fraud claim because this issue has caused me severe stress, as my finances and gainful income is below the poverty level and I was unable to pay bills or provide for myself this month because I rely on the limited income I have, of which the XXXX at issue is a significant portion. And the fact that Cash App 's customer service has been all but helpful ... and instead showed no concern only added to the stress. 

I copy of this correspondence is also.being sent to my bank to be added to my fraud action. It will also be used in continued claims that I will file against CashApp until this issue of the unauthorized fraudulent transaction is resolved and I receive the money taken from me through no action of my own. 

I have also contacted the Cash App user who was the recipient of my money sent in error and demanded that the money be returned to me, to which he denied. I am including him as a party to the matter and made him aware. 

I will not sit back and let him rob from me or let a money app business discard a legitimate issue they should have resolved or prevented. This entire mess is unconscionable, unprofessional, and terribly disappointing. 

I will also voice my concerns in reviews on your various.social media platforms and dissuade all and any I know to steer clear of this irresponsible outfit. 

30 days to resolve a customer complaint is almost laughable, except it hurts because I shouldnt have been sick with XXXX  over the past month due to cash apps neglience. 

Your attention to the above-stated matter, as well as previously dismissed reporting of issues. an appeals arising out of this gross mishandling of customer funds, is requested as soon as possible and will.serve to prevent further causes of action against Cash App. 

Very Truly Yours, XXXX XXXX XXXX, XXXX. 

As stated in the above reference letter that was intended to send to cash up but there is no mechanism for me to send this information to them because they have no working email and because I can't submit it through another transaction, I have also filed a fraudulent complaint with XXXX  XXXX XXXX my bank that was linked to cash app so that cash app could take the money out and which led to this unauthorized transaction. XXXX  XXXX XXXX is conducting its own investigation regarding this issue. They have been extremely helpful and understanding where cash app has not. 

Should you have any other questions regarding this ongoing stressful unnecessary issue please do not hesitate to contact me. Again thank you for your time and consideration and for the opportunity to address this issue for your office. Have a great day. 

Best, XXXX XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation