Consumer complaint received 2025-09-18 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:
Dear CFPB, I am submitting this rebuttal to Cash Apps XX/XX/year> response to my complaint. Their reply is inaccurate, misleading, and confirms violations of Regulation E ( 12 CFR 1005.11 ) as well as unfair business practices. 



XXXX. Cash App Set Me Up for Failure I originally contacted Cash App support for help identifying which transactions on my account were fraudulent. Instead of assisting, Cash App required me to individually dispute transactions XXXX by XXXX. After following their instructions in good faith, they then turned around and accused me of filing fraudulent disputes and closed my account. 

In other words, Cash App set me up for failure : they directed me into a process that guaranteed denials, then used my compliance against me. This is not only unfair but also a denial of my rights under Regulation XXXX to a good faith, reasonable investigation. 



XXXX. Regulation XXXX Violations ( Failure to Provide Provisional Credit & Investigation ) I disputed over {$10000.00} in unauthorized charges. 
Cash App issued provisional credit on only {$110.00}, while denying the vast majority of disputes. 
They never provided merchant documentation or proof of authorization. 
Their denials relied on internal system checks only, not a real investigation. 

Regulation XXXX requires : A reasonable investigation based on available evidence. 
Provisional credit within XXXX business days if the investigation can not be completed. 

By failing to provide provisional credit and issuing blanket denials without evidence, Cash App is in direct violation of Regulation XXXX. 



XXXX. Retaliatory Account Closure Cash App closed my account while disputes were still active, citing vague Terms of Service. This deprived me of : Access to ongoing dispute information, The ability to appeal or monitor disputes, Continued use of the account while my funds were being contested. 

This closure was retaliatory and designed to block me from exercising my dispute rights. 



XXXX. Misleading Response Letter Cash Apps letter to CFPB states they satisfactorily addressed my complaint. In fact : They failed to help me when I first asked for guidance. 
They set me up for failure by forcing me to file disputes in a manner that guaranteed denials. 
They denied my claims without proof and withheld required provisional credit. 
They closed my account in retaliation. 

This is not a satisfactory resolution. It is a cover-up of regulatory violations. 



Requested Resolution I respectfully request CFPB hold Cash App accountable by requiring : 1. Immediate issuance of provisional credit for unresolved disputes totaling {$10000.00}.

2. A full investigation with merchant evidence provided for each denied transaction.

3. Oversight into Cash Apps pattern of : Setting consumers up for failure by mishandling disputes, Refusing provisional credits, Retaliating through account closure.

Conclusion Cash Apps actions violated federal law, denied me due process, and caused significant financial harm. Their own instructions placed me in a position where I was set up for failure, then punished for following their guidance. I urge the CFPB to reopen this matter and require Cash App to comply with Regulation XXXX and consumer protection standards.

Company response to consumer: Closed with explanation