Consumer complaint received 2026-02-19 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: MN

Complaint narrative:
On XX/XX/year>, my federal income tax refund was deposited into my Cash App checking account. Later that day, I attempted to send a {$2700.00} payment to my mother, who is saved in my Cash App contacts and has a long history of verified transactions with me. When I selected her name and pressed Pay, the transaction was diverted to an unknown Cash App usersomeone I have never interacted with, do not know, and who is not in my contacts. I did not authorize a payment to this person. I attempted to cancel the payment immediately, but Cash App provided no cancellation option, even though the payment was clearly inappropriate, unexpected, and sent to a new/unverified recipient. No security prompt appeared ( PIN, biometric check, verification notice, or newrecipient warning ). These safeguards normally appear and are described in Cash Apps terms and customerfacing fraudprevention materials. I advised Cash App support of the following steps I attempted immediately following this unauthorized trnsaction : I sent the unknown user a request asking for my funds to be returned. I contacted Cash App support within minutes using the inapp help center. I was only able to communicate with an automated chatbot, which did not take the issue seriously. On XX/XX/year>, I called Cash App support and spoke with a representative who repeatedly stated that Cash App can not cancel payments sent to the wrong person, despite the fact that this payment was not sent to the person I selected. Cash App has declined to recognize this as an unauthorized transaction, despite the circumstances. This transaction meets the definition of an unauthorized electronic fund transfer, because I did not authorize payment to the recipient who received my money. Cash Apps platform diverted the payment to a completely unknown account and failed to apply its normal security protocols, including verification of large transfers and warnings for new recipients. Cash App provided no option to cancel, even though the transaction was immediately suspicious. Cash App publicly states that it uses advanced detection systems, AI and machinelearning models, and proactive monitoring to identify account takeovers and unauthorized activity. None of these protections were applied or offered to me! This was my income tax refund. I live paycheck to paycheck and can not afford to lose {$2700.00}. Cash Apps refusal to properly investigate or reverse the transaction has caused serious financial distress. I am submitting this complaint because I am unable to retrieve my funds from Cash App, and this issue is causing severe hardship. Retrieving my funds is extremely detrimental to my survival and mental health. I rely on access to my money for essential living needs, and the continued delay is putting me in a dangerous and unstable situation. I have attempted to resolve this issue with Cash App, but I have not received a satisfactory resolution. I am requesting immediate assistance in recovering my funds, as well as intervention to ensure Cash App properly addresses and resolves this matter. Please help me get my money back. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation