Consumer complaint received 2025-08-26 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: MN

Complaint narrative:
PLEASE help me, please. This is severely impacting my life financially and my health and I dont know what to do anymore. All evidence is attached. 
On XX/XX/XXXX, a XXXX  device signed into my Cashapp account. I was unaware that this occured and I did not authorize or give my information to anyone. I do not have a XXXX. I have never used a XXXX. XX/XX/XXXX and XX/XX/XXXX were the only times this XXXX  was ever logged into my account. On XX/XX/XXXX, an unauthorized EFT withdrawal in the amount of {$1000.00} occured on my Cashapp account. One minute after the XXXX  logged into my account. The following day, {$2000.00} was withdrawn from my linked bank account using my linked XXXX. {$2000.00} arrived into my Cashapp from my linked bank and was transferred out just as quickly, again, on the XXXX, and unauthorized by me. I did not even know this occured until I was off {$2000.00} while balancing my account that was linked to Cashapp. I searched and searched and because Cashapp logs the devices used for each transaction, I was able to locate the errors that way. I promptly reported the unauthorized transactions on XX/XX/XXXX but no investigation began until XX/XX/XXXX because Cashapp told me that they could not investigate the unauthorized transactions because of the " state of my account. '' ( The state of my account was that I had reported Identity Theft to the FTC ( reference number is XXXX ) & then to Cashapp and my other banking institutions. Cashapp closed my account for " suspected fraud! '' I am the one who REPORTED THE FRAUD! We are supposed to report this stuff to our financial institutions immediately, and when I did, I was dismissed, my account shut down, disputes denied, ignored, unable to access account statements or upload supporting documentation for the claims I filed, told my claims can not be investigated, then accused of filing fraudulent claims and denied a refund of {$3000.00} that left my account without my knowledge or permission, on a XXXX  that is not mine & I KNOW Cashapp knows that it isnt mine because i have had an account with them for YEARS and not once before or after these unauthorized EFTS was there ever activity from a XXXX! I was on an extended work trip this summer, i am usually very good at balancing my accounts each 30 days but this one time I dont do it for a month, and i have XXXX missing. My funds are backed by XXXX pass through insurance as well as EFTA 's Regulation E, and this is SO clear that the transactions were unauthorized, there is PROOF that I did not do them, therefore, being reimbursemed for the unauthorized EFTs should NOT be this tumultuous and sickeningly XXXX. This is impacting other aspects of my life. My health. As well as my finances & credit! I am unable to pay my credit card bill, the one i opened for the purpose of building good credit! I have a son to care for, and i am missing XXXX dollars. It isnt just the money, while that is a huge part of it, it is impacting my mental health because I feel terrified and because i have spent SO MUCH TIME BEGGING THEM TO JUST CARE AND LISTEN AND BE HOW THEYRE SUPPOSED TO BE ( IN COMPLIANCE WITH REGULATIONS AND FEDERAL LAW ... I worked as a bank teller during college and I absolutely can not imagine EVER having treated my clients with such carelessness. Im sorry, I just am so scared and feel hopeless. Anyway, after four days of my reaching out, I was able to begin a dispute for the unahthorized transactions. HOWEVER, i was not permitted to upload supporting documentation. I contacted support through the app as they state to do, and told them I had supporting documentation to include for the investigation. This was dismissed. Over & over again for days. Then suddenly, today, on XX/XX/XXXX, ( 10 day window doesn't end until XX/XX/XXXX, so they sure denied me QUICKLY ) both of the unauthorized EFTs have been denied. I feel so sick because they have ignored me. I reported everything within the time frame and asked for help and my account was closed because of it. That part is fine but then upon finding more errors, was told they couldn't investigate the unauthorized activity because of the state of my account. Then four days later, I was able to submit a formal claim but not permitted to include supporting documentation. This is {$3000.00} and Cashapp 's log of Devices is the reason I was able to find this unauthorized activity! Their very own data is how I located these unauthorized transactions. Yet they DENY me? The denial letter stated " we determined this dispute was fraudulent or false. '' WHAT? Someone logged into my account on XX/XX/XXXX from a XXXX. On both of those dates, ( dates XX/XX/XXXX and XXXX ) unauthorized EFT withdrawals occured on my account. Not once has there been a XXXX  associated with my account before XX/XX/XXXX and XXXX and not a single time after XX/XX/XXXX and XXXX. My phone is a XXXX XXXX. My other devices over the years were an XXXX and an XXXX. NEVER a XXXX. I am fairly certain Cashapp has the ability to find the IP address of the device and possibly the location as well? So why didn't they??!? Bottom line is, I did NOT do those transfers. I have never had or used a XXXX. I did not authorize either of those transactions or give any information to anyone, ever! So how on XXXX can Cashapp possibly deny and also, say that my disputes were FRAUDULENT?!? I am so XXXX  out, I dont know where to turn. The customer service ( lack thereof ) is beyond maddening. They dont care. It is as if I am speaking to AI the entire time. They dont listen or respond or care. They dismiss and falsely accuse. But in their very own system is the PROOF that I was NOT the one who did those withdrawals. Now I see why there are XXXX of horror stories about Cashapp closing accounts and denying disputes and stonewalling customers. This has been a nightmare. It is {$3000.00}! Please help. 
Notice it says " XXXX '' on the transfers out of my cashapp account? Well XXXX is someone I cut ties with on XX/XX/XXXX, we were coworkers. Her spouse sent me the enclosed text message screenshots where you can see a check she stole from me and tried to forge my signature and sign it over to herself, she stole a debit card ( not cashapp one ) and stole a gift card, and my medication. I received those texts XX/XX/XXXX and have since had XXXX contact with her. The unauthorized access and withdrawals occured on XX/XX/XXXX and XXXX. I submitted this in the support chat since I was not permitted to upload any documents with my claims, but was ignored. Also, when I requested documentation, they asked me for the reference number of the claims. The reference number is requested when I filed the disputes, and was told they couldn't provide me with. Every single time i reach out regarding the dispute, they go " I understand you need help appealing your account closure. '' WHAT?!? Doesn't matter if its the cashbot or XXXX or XXXX, they all say the same stuff and dismiss everything! How can I get the documents they used to decide my unauthorized transactions were " fraudulent '' & no error occured? .. they say I need the reference number in order to get that information, but as you can see in the included screenshots, I was told they couldn't provide me with a reference number! They didnt even let me upload supporting documentation for the claims. The agents said " you'll be able to send them via email when they reach out. '' They never reached out except to DENY MY DISPUTES and put me in a lose lose saying to request documentation then I do but they need a reference number which I dont have cuz they said they couldn't give me one! It is all included here.

Company response to consumer: Closed with explanation