Consumer complaint received 2025-11-08 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: WV

Complaint narrative:
Rebuttal to Block, Inc. ( Cash App ) Response CFPB Complaint # XXXX : XX/XX/year> To : Consumer Financial Protection Bureau XXXX CFPB ) Re : Complaint # XXXX Unauthorized {$1000.00} XXXX Transaction Dispute Denial and Account Closure by Cash App ( Block, Inc. ) Filed : XX/XX/year> Block , Inc . Response : XX/XX/year> ( Request for Additional Time ) I am writing to rebut Block, Inc. 's ( Cash App ) XX/XX/year> response to my complaint, which requests an extension of time to investigate my case. This request is unwarranted and appears to be a delay tactic, as new evidence directly contradicts the basis for their denial of my original dispute. I expect the CFPB to intervene promptly to enforce the XX/XX/year> CFPB enforcement order requiring automatic refunds for unauthorized transactions like mine, without further postponement. Background Recap : On XX/XX/year>, I reported an unauthorized {$1000.00} peer-to-peer ( XXXX ) fraudulent transaction on my Cash App account : Cash App denied citing " XXXX verification not completed by XX/XX/year> '' as the reason, and immediately closed my account. This denial violated Regulation E ( 12 C.F.R. 1005.11 ), which mandates a reasonable investigation and provisional credit for unauthorized electronic transfers. I filed this CFPB complaint on XX/XX/year>, after months of unresolved back-and-forth, expecting alignment with the CFPB 's order for redress in such cases. New Evidence Invalidating the Denial : Upon filing my complaint, I immediately contacted Cash App support via in-app chat to provide the CFPB complaint number ( # XXXX ) for their records and to ensure all details were linked to my case. During this conversation on XX/XX/year> the support agent explicitly confirmed that my identity has been fully verified since XX/XX/XXXX, XXXX XXXX  months prior to the disputed transaction. This verification predates the incident by well over a year, rendering Cash App 's denial rationale entirely baseless. I have attached the full chat transcript screenshot as evidence ( XXXX XXXX XXXX XXXXXXXX ), along with the original denial email ( Attachment XXXX : XXXX ) for direct comparison. These documents clearly demonstrate a material error in Cash App 's handling, consistent with the systemic fraud investigation failures outlined in the CFPB 's XX/XX/year> enforcement action against Block , Inc. Why Block 's Extension Request Makes No Sense : Their stated denial reason is now proven false, eliminating any need for additional " investigation '' time. 
Under the CFPB order, eligible victims like me are entitled to automatic refunds up to {$120.00} XXXX in redressno manual review or delays required for verified unauthorized claims. 
Granting this extension would only prolong my financial harm ( e.g., lost {$1000.00} principal, plus any associated fees or interest at XXXX  % per annum under Reg E ). 

Requested Resolution : I demand that the CFPB : Notify Block , Inc. to immediately reverse the denial, issue a full {$1000.00} refund ( plus fees and interest ) to my linked account within 5 business days, and reopen my account. 
Deny their extension request and require a substantive response by XX/XX/year>. 
If non-compliant, pursue enforcement penalties as per the XX/XX/year> order. 

Thank you for your urgent attention to this matter. I am available for any clarification and can be reached at XXXX. I will also file a parallel complaint with the West Virginia Attorney General 's Consumer Protection Division to escalate if needed.

Company response to consumer: Closed with explanation