Consumer complaint received 2026-06-09 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:
I am filing a formal complaint against Cash App ( Block , Inc. ) for a gross violation of Federal Regulation E ( Electronic Fund Transfers Act ) and for failing to conduct a reasonable, good-faith investigation into blatant, unauthorized third-party activity on my account. 1. TIMELINE OF UNAUTHORIZED TRANSACTIONS On XXXX XXXX XXXX, my Cash App account was heavily compromised. Within a tight 4-hour window, an automated system or fraudulent entity processed a total of 6 serial transactions under the merchant name " XXXX. '' The exact breakdown of these fraudulent charges is as follows : - Transaction 1 : {$14.00} at XXXX XXXX XXXX Transaction 2 : {$9.00} at XXXXXXXX XXXX - Transaction 3 : {$9.00} at XXXXXXXX XXXX - Transaction 4 : {$9.00} at XXXXXXXX XXXX - Transaction 5 : {$9.00} at XXXXXXXX XXXX - Transaction 6 : {$9.00} at XXXXXXXX XXXX Total Amount Defrauded : {$64.00} 2. PROOF OF UNAUTHORIZED NATURE These transactions occurred sequentially during the dawn hours while I was completely asleep. I have never heard of " XXXX, '' I have never accessed their platform, nor have I ever played any games or authorized any token linkages associated with them. The repetitive, systematic billing of identical or similar amounts ( {$14.00} followed by five {$9.00} charges ) at regular intervals perfectly mirrors an automated credential stuffing or token exploitation attack by a malicious bot. It does not reflect human user behavior. 3. CASH APP 'S IMPROPER DISPUTE HANDLING AND MISCONDUCT When I discovered the fraud, I immediately initiated a formal dispute through Cash App. Their dispute team closed the case almost instantly and issued a generic denial, falsely claiming that the transactions were " initiated by a device in my possession. '' To appeal this absurd decision, I contacted Cash App live chat support and connected with an agent named XXXX. I provided concrete visual timeline evidence and screenshots proving that the activity was automated fraud. Upon reviewing my evidence, the agent XXXX explicitly stated, " Those screenshots ARE new evidence, and I'm not dismissing them. '' XXXX further admitted on the record that this rapid, repetitive dawn billing pattern was a massive " red flag for token exploitation or bot activity, not typical user behavior. '' XXXX then promised that because of this concrete new evidence, the case would be formally escalated to a Level 2 Fraud Supervisor for a thorough re-investigation. However, immediately after admitting guilt on behalf of the company 's pattern detection and making these definitive statements, Cash App 's support forcefully disconnected and closed the chat session to stop me from securing further records. Following this, they ignored the " red flags '' their own live agent confirmed, and maintained their final denial without conducting the promised escalation or proper investigation. 4. REMEDY REQUESTED Cash App is in direct violation of Regulation E by shifting the burden of automated merchant-side token exploitation onto the consumer and falsifying the integrity of their investigation process. I demand that the CFPB compel Cash App ( Block, Inc. ) to properly review the chat logs from agent XXXX, honor the consumer protections mandated by federal law, reverse all 6 fraudulent charges, and issue a full refund of {$64.00} to my account immediately.

Company response to consumer: Closed with explanation