Consumer complaint received 2025-02-10 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: AL

Complaint narrative:
Subject : Complaint Against Cash App for Failing to Investigate Fraudulent Charges and Denying Account Access Issue Type : Money Transfer, Mobile Wallets, or Payment Apps Complaint Details I am filing this complaint against Cash App ( Block , Inc. ) due to their failure to properly address unauthorized transactions on my account and for blocking my access to the account after I reported the issue. Their actions violate consumer protection laws, including the Electronic Funds Transfer Act ( EFTA ) and associated regulations. 

Key Issues : Fraudulent Transactions on My Account : My Cash App account was hacked, and several unauthorized transactions occurred. I promptly reported these fraudulent transactions to Cash App, as required under 12 C.F.R. 1005.6, which limits consumer liability for unauthorized transactions if reported timely. 

Failure to Investigate and Resolve Dispute : Cash App failed to investigate the fraudulent charges adequately or provide a resolution. Under 12 C.F.R. 1005.11, Cash App is required to : Investigate disputes within 10 business days of notification. 
Provide provisional credit if the investigation takes l

onger than 10 business days. Notify me of their findings within 3 business days a
fter completing the investigation. 
None of these steps were followed in my case. Instead, they dismissed my claims without providing any supporting documentation or explanation. 

Denial of Account Access : After reporting the fraudulent activity, Cash App restricted or permanently closed my account without explanation. This action is unjust and may constitute a retaliatory and unfair practice under the Consumer Financial Protection Act ( UDAAP ). Furthermore, by locking me out of my account, Cash App has prevented me from accessing transaction records, funds, and evidence related to my dispute. 

Lack of Communication : Despite my efforts to communicate with Cash Apps customer service team, I have been unable to obtain a clear explanation or resolution. Their lack of transparency and responsiveness has exacerbated my financial and emotional distress. 

Relevant Consumer Protection Laws Violated Electronic Funds Transfer Act ( EFTA ) : Protects consumers from unauthorized electronic transactions and ensures proper investigation of disputes. 
Regulation E ( 12 C.F.R. 1005.6 & 1005.11 ) : Requires financial institutions to investigate disputes promptly, provide provisional credit when necessary, and notify consumers of investigation results. 
Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : Denying access to my account and failing to investigate my dispute may constitute an unfair or abusive practice under the Consumer Financial Protection Act. 
Request for CFPB Assistance I respectfully request the CFPB to take the following actions : Require Cash App to Investigate the Fraudulent Transactions : Cash App should conduct a thorough investigation of the fraudulent charges on my account and provide documentation of their findings. 

Provide Refund for Unauthorized Charges : I request that Cash App refund the full amount of all unauthorized transactions as required under the EFTA. 

Restore Access to My Account or Provide Full Documentation : If my account can not be reinstated, I request access to all account statements, transaction records, and related documentation. 

Review Cash Apps Practices : I urge the CFPB to investigate Cash Apps dispute resolution and account handling practices to ensure compliance with consumer protection laws. 

Supporting Details I no longer have access to that Cash App account due to the restrictions they imposed. However, I can provide the following details to assist with verification : The email or phone number associated with the account. XXXX XXXX Approximate dates and amounts of the fraudulent transactions. XX/XX/XXXX. XXXX  Cash App Tag- XXXX XXXXXXXX Despite the lack of access to my account, I am confident that Cash Apps mishandling of this situation has violated my rights under federal consumer protection laws.

Company response to consumer: Closed with explanation