Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CA

Complaint narrative:
Company : Cash App / Block , Inc . Product : Cash App Card / Debit Card Transaction Dispute Issue : Disputed ATM Withdrawal and Inadequate Investigation Complaint I am submitting this complaint regarding Cash App 's handling of my dispute involving a {$150.00} ATM withdrawal transaction that I did not authorize. On XX/XX/year>, Cash App recorded a {$150.00} ATM withdrawal identified as " XXXX XXXX XXXX XXXX. '' I immediately disputed the transaction because I did not make the withdrawal. At the time of the transaction : My Cash App card was in my possession. My phone was in my possession. I had not shared my card, PIN, phone, account credentials, or personal information with anyone. I was actively using my account for legitimate transactions elsewhere. I specifically informed Cash App that I had recently completed transactions at Trader XXXX 's and XXXX and asked them to review those transactions and determine the actual location of the ATM withdrawal. I also asked where the XXXX transaction allegedly occurred because I did not recognize it. Cash App denied my dispute. I then requested the documentation they relied upon in reaching their decision. The documents provided by Cash App raise significant concerns regarding the adequacy of their investigation. The investigation report states that the disputed transaction was authorized and that no error occurred. However, the documentation does not identify : The physical ATM location The ATM terminal ID The ATM operator or owner The ATM network used Any authorization code Any transaction trace number Any PIN verification information Any surveillance review Any evidence demonstrating how Cash App determined that I personally conducted the transaction Instead, the report lists : Reference ID : " Unknown '' Email : " Unknown '' Linked phone numbers : not identified despite concluding that the transaction was authorized. The report also references several ATM balance inquiries, including multiple inquiries identified as " XXXX XXXX '' and another inquiry associated with " XXXX XXXX XXXX XXXX. '' However, Cash App did not identify the physical ATM locations, terminal identifiers, or evidence connecting those ATM inquiries to me. Additionally, I observed inconsistencies in how Cash App displayed the disputed transaction. Depending on the platform used, the transaction description appeared differently. On XXXX platform the transaction was displayed as a cash-out style transaction, while on another it was characterized as an ATM withdrawal. These inconsistencies increased my concern regarding the accuracy of the transaction information being provided. I submitted an appeal and provided additional information supporting my position. The appeal was denied, and Cash App informed me that no further action would be taken. Cash App has refused to reopen the investigation despite my requests for additional information and despite the lack of transaction-specific evidence provided to support its conclusion. My concern is not simply that Cash App denied my dispute. My concern is that Cash App concluded the transaction was authorized without providing the records, transaction identifiers, ATM information, or investigative findings necessary to explain how that determination was made. I am requesting CFPB assistance in obtaining a substantive response and a review of whether Cash App conducted a reasonable investigation before denying my dispute. XXXX Requested I request that Cash App : Reopen and conduct a full review of the disputed transaction. Provide all records relied upon in determining that the transaction was authorized. Provide the ATM address, ATM terminal ID, ATM operator, ATM network information, authorization records, and any transaction trace information associated with the disputed withdrawal. Explain the basis for concluding that I personally authorized or conducted the transaction. Refund the disputed {$150.00} transaction if Cash App can not substantiate its determination with transaction-specific evidence. Provide a written explanation addressing the issues raised in this complaint.

Company response to consumer: Closed with explanation