Consumer complaint received 2025-01-21 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:
XXXX XXXX : Received {$3000.00} transfer. App deposits my transfer instantly, despite having switched Auto Cash Out to OFF before receiving. Company takes a large fee of {$52.00} for the unauthorized instant transfer. Auto Cash Out somehow reads ON, and I'm left thinking my cell service may have cut out, resulting in my setting not being saved. 

XXXX XXXX : Received {$1000.00} transfer. App deposits my transfer instantly, despite specifically remembering switching Auto Cash Out back to OFF after the last incident. Company takes {$17.00} for the instant transfer fee. I'm still giving the app the benefit of the doubt and blame my cell service again, so I uninstalled/reinstalled the app & verified all my software was up to date ( which it was ). 

XXXX XXXX : Received {$5.00} transfer to test the supposed fix, hoping to resolve issue before another upcoming {$1000.00} transfer. App deposits my transfer instantly, despite 100 % having switched Auto Cash Out back to OFF after the last incident. Company takes {$.00} for the instant transfer fee. I switch Auto Cash Out OFF again and leave the app running in the background on my phone, thinking maybe it's a glitch and that my setting is switching back on when I close the app. 

XXXX XXXX : Received {$1000.00} transfer. App deposits my transfer instantly, despite 100 % having switched Auto Cash Out back to OFF and left the app running since the previous issue the day before. Company takes {$17.00} for the instant transfer fee. 
XXXX : Initiated Chat with customer support, received an automated response saying I would be contacted during business hours. Changed Auto Cash Out back to OFF before closing, hoping at some point the app will take user feedback seriously. 

XXXX XXXX : Received a response in the Chat asking for more info, but due to receiving no notification of their response and being under the impression they were going to at least email me, I did not see their response until next incident. 

XXXX XXXX Received {$2000.00} transfer. App deposits my transfer instantly, despite 100 % having switched Auto Cash Out back to OFF since the previous. Company takes {$35.00} for the instant transfer fee. 
XXXX I re-initiate Support Chat, marking the beginning the most insultingly and deliberately unhelpful customer service I've ever received. This includes over XXXX dozen communications back and forth through Chat and Email, and phone calls in the lengths of 43min on 1-4-25, 16min and then 17min ( immediately after they conveniently got disconnected when I said refund ) on XXXX. During this time I would be asked for ( & happily provide ) screenshots showing that my Auto Cash Out setting was switched OFF, with 2 different phone agents verifying while we were on the phone that no matter what the setting said on my phone that the setting always showed ON on their end. I was consistently sent the exact same responses ( clearly mostly automated ), and sent back and forth being told through email that I needed to call, and being told by phone that managers only respond through email. Their favorite " solution '' being to try turning the switch to OFF ( as if i hadn't already done this several time AND sent them multiple time-stamped screenshots showing everything they had asked for ) as well as signing out/back into the app and deleting/reinstalling the app. I tried all of these recommendations any and every time they made them, then set Auto Cash Out to OFF and closed the app. At this time I had been told in multiple messages that the issue should be resolved, but was very much unconvinced. 

XXXX XXXX : WITH SCREEN-RECORDING APP ACTIVE : Opened Cash App, scrolled to Auto Cash Out setting, turned setting OFF. Sent transfer request for {$800.00}, keeping app open, running, and my screen awake to try to capture exactly when this setting turned itself back on. In video, you can clearly see my Auto Cash Out setting OFF when the text message arrives to tell me my transfer was instantly deposited AGAIN. When I move back from the text to Cash App, setting still reads OFF. Next, I click on the transaction history and open the Web Receipt for this transfer to verify the deposit amount/fees/timestamp for the video. From there, when I switched back to Cash App the Auto Cash Out switch now showed ON, despite never having touched the switch at any point since before the transfer request was even sent. Company takes {$14.00}. All of this is clearly documented in the screen recording. 

XXXX XXXX : At their email recommendation, I have one final 15-minute call with customer support, where I am talked to as if I haven't sent them any of the clearly documented details and evidence, and basically told there is no issue but to follow back up with the manager through email yet again. 

XXXX XXXX : I follow up with said manager through email, providing all evidence in one place yet again, offering to share my screen so they could see/troubleshoot the issue Live, and asking them to please do the right thing and help me sort this out. Less than 5 minutes later I receive a message saying the following : " After reviewing your previous message, I can confirm that we have thoroughly investigated your concerns and provided an outcome to the issues you raised. 

We understand that you may not be satisfied with our final response to your complaint.

Now that were closing this case, youll need to start a new support case next time you need help. '' Absolutely insane. Also included is an additional screen recording showing that every single time I close Cash App, the Auto Cash Out setting is turned back ON completely against my wishes or control. My user feedback or consent to the Instant Deposit fees are not taken into account anywhere in the process, and judging by the way they talk to you I'm quite sure it's by design.

I have every single message, email, screen recording, and any other details saved as evidence.

Company response to consumer: Closed with explanation