Consumer complaint received 2025-08-29 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: CA

Complaint narrative:
To Whom It May Concern : This letter serves as a formal complaint and an update to my previously filed complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding ongoing issues with my Cash App account, which have persisted since late XXXX. I am writing to document the continued mishandling of my case and to request a swift and professional resolution. 
On or around XX/XX/XXXX, a deposit of approximately {$25000.00} was made to my account. Shortly after, I noticed my balance had changed without my authorization. I immediately contacted Cash App chat support to report the discrepancy. I was advised that no error was found. A few days later, I discovered three unauthorized transactions. I again contacted chat support and was told I had to wait 10 to 14 days for the pending transactions to clear before any action could be taken. 
After the waiting period, I found a total of 53 unauthorized transactions, including ATM withdrawals, peer-to-peer transfers, and card payments, totaling over {$17000.00}. These transactions occurred despite my initial attempts to alert Cash App of suspicious activity. I believe my account and card were compromised. Had Cash App 's security measures been properly applied, these large transactions, many of which were initially denied but then allowed to proceed, could have been prevented. 
I attempted to dispute these charges and finally connected with a phone agent on XX/XX/XXXX. Due to the high number of transactions, I requested a systematic review. The agent, however, was unhelpful and terminated the call after only an hour, stating they were not permitted to spend more time with a single customer. As a result, my disputes were not fully or correctly processed. Subsequently, many of my disputes were automatically denied. 
I was then instructed to verify my identity via a link sent to my email. However, Cash App 's verification system was not functional in XXXX. During a subsequent phone call, an agent confirmed my identity was already verified, as shown in my app since XXXX, and that I did not need to take any further action. Despite this assurance, my disputes were closed on the basis of a " failed identity verification. '' In an effort to provide a clear and accurate record, I created a detailed chart listing all 53 unauthorized transactions with their corresponding dates, merchants, amounts, and locations. I emailed this chart to Cash App support. Despite my efforts, I received another email on XX/XX/XXXX, threatening to close my account if I did not verify my identity by that date. 
On XX/XX/XXXX, I spoke with a Cash App agent, explaining that my ID had expired in XXXX and I was awaiting a new one. I was assured that my account would not be closed and that I should call back once my new ID arrived. This assurance, however, proved false. My account was closed the next day, on XX/XX/XXXX. When I received my new ID and called back on XX/XX/XXXX, I was informed that my account was permanently closed and my case could no longer be accessed. The agent offered no explanation for the prior miscommunication. 
This entire process has been marked by a lack of consistency and communication from Cash App. I have spent over six months repeatedly explaining the same issue to different agents, none of whom appear to have access to previous case notes. The constant misinformation has made it impossible to resolve this matter.

I am aware of Cash App 's recent history with the CFPB concerning similar issues of mishandled disputes and believe my case is a clear example of these continuing practices. My funds, which are insured by XXXX XXXX, were stolen from my account, and I have a right to their return. I have a valid ID now and am prepared to verify my identity in any manner required to move this process forward. 
I request that an authorized individual with the ability to reopen my account and review my disputes properly contact me directly. I can provide the detailed chart of transactions, as well as documentation of all my attempts to resolve this issue through phone calls, chat logs, and emails. I am determined to see this through and receive my funds back. 
Thank you for your immediate attention to this critical matter. 
Sincerely, XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX

Company response to consumer: Closed with explanation