Consumer complaint received 2026-03-15 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: FL

Complaint narrative:
I am filing this complaint regarding Cash Apps handling of numerous unauthorized electronic fund transfers that occurred on my account between XX/XX/year> and XX/XX/year>. These transactions were processed by XXXX XXXX, XXXX and consist of dozens of small charges occurring in rapid succession, often minutes apart, indicating abnormal or potentially automated activity. Despite reporting these transactions promptly and providing documentation, Cash App failed to properly process the original dispute, required me to file the dispute again, closed my account after the dispute activity, and issued mass denial emails accusing my claims of being potentially fraudulent without providing any evidence. Cash App has also refused to provide the investigation documentation used to deny my disputes. Chronology of Events Unauthorized Transactions Occur Between XX/XX/year> and XX/XX/year>, numerous unauthorized transactions were processed on my Cash App account by XXXX XXXX, XXXX. These charges ranged primarily between {$10.00} and {$30.00} and occurred in rapid succession. This pattern is inconsistent with normal consumer purchase behavior and suggests unauthorized or automated activity. XX/XX/year> Initial Fraud Report On XX/XX/year> at XXXX XXXX, I submitted a dispute through the Cash App application reporting these unauthorized charges. Original Dispute Case Number : XXXX At the time of submission, I provided screenshots documenting the transactions and related communications. However, Cash App failed to properly record all of the unauthorized transactions in the dispute case. Attempt to Contact Cash App by Phone Prior to filing the in-app dispute, I attempted to contact Cash App customer support by telephone to report the fraud. During this call, the representative informed me that they could not locate my account in their system. Because support was unable to find my account, I was forced to submit the dispute through the application instead. XX/XX/year> Second Dispute Filed On XX/XX/year>, after discovering that the original dispute did not include all unauthorized transactions, I contacted Cash App again and filed the dispute for a second time to include the full list of charges. Second Dispute Case Number : XXXX Identity Verification Escalation After the disputes were submitted, Cash App restricted my account and escalated identity verification. XXXX XXXX XXXX XXXX : XXXX Cash App later closed my account, stating that my identity could not be verified following the dispute activity. Mass Denial Emails Following the account closure, Cash App sent more than seventy separate denial emails regarding the disputed transactions. Each email contained identical language stating : my disputes were flagged as potentially fraudulent or false the decision was based on account history, dispute activity, or possible violations of Cash App terms However, Cash App provided no specific explanation for any individual transaction. Refusal to Provide Investigation Documentation I requested documentation regarding the investigation that resulted in the denial of my disputes. Cash App has refused to provide any records or evidence used to determine that the transactions were authorized or that my claims were fraudulent. Potential Violations of Federal Consumer Protection Laws Cash Apps actions appear inconsistent with obligations imposed by the : Electronic Fund Transfer Act Regulation E These regulations require financial institutions to : conduct a good-faith investigation of reported unauthorized electronic fund transfers provide provisional credit when appropriate during investigations provide the results of the investigation provide copies of the documents relied upon when requested by the consumer Cash App failed to meet these requirements by : 1. Failing to properly process my original dispute report. 2. Requiring me to submit the dispute again after discovering missing transactions. 3. Closing my account following the disputes. 4. Sending more than seventy automated denial emails without explanation. 5. Refusing to provide the documentation used to deny my claims.

Company response to consumer: Closed with explanation