Consumer complaint received 2025-05-15 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: NY

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute and request resolution for an unresolved issue involving an unauthorized {$60.00} transaction from my external bank account to Cash App, which has resulted in an incorrect and unjustified negative balance of - {$60.00} on my Cash App account.

The transaction in question was not authorized by me. When I noticed the unauthorized {$60.00} debit from my bank account to Cash App, I immediately contacted my bank to report the issue and request a reversal. My bank successfully reversed the transaction, and the funds were returned to my account. I did not initiate the original transfer, nor did I receive or spend the {$60.00} through Cash App at any point. 

Despite this, Cash App has applied a - {$60.00} balance to my account, as if the funds were received and then withdrawn or spent. This is factually incorrect. The transaction was never approved by me, was never completed, and no funds were credited to my Cash App balance. I have thoroughly reviewed my transaction history in the app, and there is no indication that I received this money. The funds were intercepted and reversed by my bank before they could be settled into my Cash App balance. 

I have made several attempts to resolve this through Cash Apps support channels. However, I continue to receive generic responses, such as : When this happens, Cash App is required to reverse the transaction to your bank. At this point, your bank will have the next steps to resolve the dispute. XXXX unable to override this decision, but I do understand this isnt the desired outcome. 

This response does not address the core issue. The reversal has already occurred through my bank I am not seeking further action from them. The problem lies in the erroneous negative balance that remains on my Cash App account for funds I never received, from a transfer I never authorized. Applying a debt to my account under these circumstances is both inaccurate and unjust. 

To support my claim, I have the following documentation : A transaction history from my Cash App account clearly showing that the {$60.00} was never credited or used. 
Screenshots of communication with Cash App support in which I raised this issue and explained the situation. 

This is not a routine dispute it is a matter of unauthorized activity and a resulting system error that has left me unfairly responsible for funds I never authorized, received, or accessed. I am requesting that this issue be escalated to a supervisor or executive-level representative who can review the documentation, investigate thoroughly, and remove the negative balance from my account. 

If this matter is not resolved promptly and fairly, I am prepared to pursue resolution through appropriate regulatory channels, including filing a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). I remain hopeful, however, that this issue can be addressed internally by Cash App, in good faith. 

Thank you for your time and attention to this matter. I look forward to your timely response. 

Sincerely, XXXX XXXX Phone : XXXX Email : XXXXXXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation