Consumer complaint received 2026-03-26 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: CA

Complaint narrative:
I was scammed in XXXX. I sent a total of {$300.00} to a guy via Cash App who turned out to be a total fraud. I filed claims on the XXXX transactions I had with that account and Cash App agreed - yes, I was scammed, and reimbursed most of my money. I am attaching screenshots of those XXXX claims below that clearly show that Cash App AGREED/CONFIRMED that I was scammed and REIMBURSED {$250.00} of the {$300.00}. Now why do I keep getting rejected on this last {$50.00} claim? It makes no sense. And when I BEG Disputes for information or reasons, I've only heard XXXX responses : XXXX. " You authorized the payment so your claim has been denied. '' This isn't a valid argument. Of course I authorized the payment, I authorized all XXXX of them because I didn't know I was being scammed at the time! But the other XXXX transactions were reimbursed so clearly that argument can't be used since Cash App already showed me that they can reimburse authorized transactions if they prove to be a scam. Another version of this is that " no error occurred '', but again, this isn't about authorization or an error, this is about a SCAM which Cash App ALREADY AGREED with as shown in the pics I'm attaching. XXXX. " At this time, we werent able to confirm that your specific payment of {$50.00} to $ XXXX was specifically part of a scam. Because of that, were not able to issue a refund. '' This holds even LESS water because again, Cash App ALREADY AGREED that XXXX other payments made in the same time frame to the same user WERE a scam. Cash App already had enough evidence from me to reimburse {$250.00} and now suddenly that same evidence isn't enough to reimburse the final {$50.00}? See the image below for IMMEDIATE proof of Cash App 's confirmation that I was scammed by this user and their reimbursement of the other XXXX transactions. This company has lied to me and gaslit me and made me feel like a crazy person for trying to get my remaining {$50.00} back for MONTHS now. I filed a claim XXXX times with them and every XXXX of them got denied for either reason above, which makes absolutely no sense whatsoever. But I can't get an actual human being over there to respond with anything other than pre-templated messages that don't even make sense half the time. No one is able to actually defend their answer because the answer is NOT defendable. But instead of doing the right thing, they doubled down when I tried to get the BBB involved so my BBB case worker told me to escalate the issue to agencies like yours that actually have enforcement capabilities. You will see for yourself in the evidence shown in my images how EASILY this should've been resolved. You'll also see this list of the XXXX formal complaints made through the company 's Support system that I NEVER got a response to and the XXXX times I was told my case was escalated to their Account Services team but I also NEVER heard back from them either. XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) Those are XXXX XXXX Complaints emails I've XXXX since XX/XX/XXXX. Every single XXXX of them says " We are investigating your concerns, and plan to respond when our investigation is complete. '' I also have XXXX emails from Cash App Complaints ranging from XX/XX/XXXX up through today that don't reference specific case numbers but they all say : " Hello! Referring to your recent complaint, we want to inform you that it will take longer than the original time frame of XXXX business days to resolve. You can expect to receive our response within XXXX business days from today. If you have any additional questions related to this issue, please respond to this email directly. We are happy to help however we can. Kind Regards, Cash App Complaints XXXX '' A perfect example of how easily this company lies in their templates, when they never have any intention of actually responding to me or helping me. XX/XX/XXXX, XXXX XXXX in this thread : thread : XXXX : : XX/XX/XXXX, XXXX XXXX in this XXXX : thread : :LzTLJvuqNMabCZpQdssK-Rc : : XX/XX/XXXX, XXXX XXXX in this thread : thread XXXX XXXX : : XX/XX/XXXX, XXXX XXXX in this thread : thread : XXXX : : XX/XX/XXXX, XXXX Sage in this thread : thread : XXXX : : XX/XX/XXXX, XXXX XXXX in this thread : thread : XXXX : XXXX XX/XX/XXXX, XXXX XXXX in this thread : thread : XXXX : : XX/XX/XXXX XXXX XXXX XXXX in this thread : thread : XXXX : : XX/XX/XXXX, XXXX Collie in this thread : thread : XXXX : : Those were all the times a XXXX told me I was escalated to Account Services, and every single time it also included " We will respond via email when our investigation is complete. '' More lies. This company is an embarrassment and I'd almost swear it's full of bots except that the front line- the Advocates ( who have no power to help whatsoever other than escalating a customer to managers or the disputes teams ) SOMETIMES have genuine, personalized responses. But they need to be held accountable. This is disgusting behavior and treatment of a customer and they shouldn't be allowed to do this to anyone else. Especially when the case is as easy to understand and close as mine has been. Finally, I'm just going to break down the images you'll see. The first screenshot is some clips of emails where the guy who turned out to be a scammer sent me the cashtag and claimed it was his girlfriend 's account. He later tried to blackmail me for more money to that same account and used my full name against me- which he could've only learned from seeing my transaction info on the app, and he even sent me screenshots from the app which ALL just ties him to that fraudulent account. The second image is where I had realized he was scamming me and he claimed he was going to refund me and I ask him why it's taking so long to refund the {$300.00} I'd just given him that week. XXXX XXXX dollars. That was the total scam. That was {$100.00} plus {$97.00} plus {$53.00} ( the XXXX other transactions that Cash App already confirmed were scams and reimbursed - as shown in the third image I'm sending in ) PLUS {$50.00}! Do you see? How easy this is to solve? And how embarrassing Cash App has been in continuously denying me that {$50.00} for baseless, invalid, undefendable reasons? Please hold them accountable and get my final {$50.00} back so I can rid myself of this app forever.

Company response to consumer: Closed with explanation