Consumer complaint received 2026-04-29 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: NC

Complaint narrative:
Subject : Request to Reopen Scam Claim {$990.00} Support Impersonation Scam I am writing to formally request that Cash App reopen and review my claim regarding a {$990.00} scam loss resulting from a person falsely impersonating Cash App Customer Support. On Wednesday, XX/XX/year>, I received {$2800.00} from XXXX XXXX for XXXX XXXX. I then initiated a transfer of {$2800.00} to my XXXX XXXX XXXX XXXX account. This is the XXXX and ONLY transaction I have made using Cash App. Several days after downloading Cash App to receive funds, I received a phone call from a woman claiming to be with Cash App Customer Support. She stated that my account may have been hacked and that there was a pending transaction for {$990.00} to XXXX XXXXXXXX XXXX XXXXXXXX. I informed her that this charge was definitely illicit. I do not know anyone by the name XXXX XXXXXXXX XXXX XXXXXXXX and certainly had not initiated a payment for that amount. When I looked at the Cash App on my phone, I could see the pending transaction for {$990.00} to XXXXXXXX XXXX XXXX XXXX. The caller had enough information regarding my recent Cash App activity to appear legitimate, which caused me to initially believe she was an authentic Cash App representative. She kept me on the phone for an extended time and used urgency and fear by saying my account was compromised and immediate action was required to cancel the pending {$990.00} charge. This matter was previously reported as fraud, but I now understand it should be properly classified as a scam claim, because I was deceived by someone pretending to represent Cash App and while I was on the phone, she made numerous transactions. I was under the impression she was correcting the fraudulent transaction ( for {$990.00} ) that I could already see on my Cash App account. The {$990.00} transaction first appeared as pending on XX/XX/year>, and later posted as paid on XX/XX/year>. Because I believed I was speaking with legitimate Cash App support, I followed instructions during the call. I later realized the caller was not associated with Cash App and that I had been deceived in a support impersonation scam. To be clear, I did not knowingly choose to send {$990.00} to XXXX XXXXXXXX XXXX XXXXXXXX. Any authorization connected to that transaction was obtained only because I was misled by a person falsely claiming to represent Cash App. I did not initiate the transfer of {$990.00} to XXXX XXXXXXXX XXXX XXXXXXXX and I would never have approved this payment. I do not know anyone by that name, and I would never send {$990.00} to a stranger. This person is not in my contacts. Again, the ONLY TRANSACTION that I have ever done in CashAPP is to transfer the {$2800.00} to my XXXX XXXX XXXX XXXX account. Currently the CASH App shows I have a balance of {$30.00}. My bank account showed activity of {$990.00} on XX/XX/year>, and posting date of {$990.00} on XX/XX/year>. I filed a dispute regarding this scam transaction which you denied. The documentation you provided, dated XX/XX/XXXX, showed what you relied on to determine the outcome of my dispute. The letter you sent shows undeniably that I DID NOT make this SCAM transaction! It shows the last XXXX of card XXXX, its an ANDROID phone, and shows XXXX XXXX XXXX XXXX THIS IS THE PERPETRATOR. I have NEVER owned an android phone, I do NOT have a card ending in XXXX, and I DO NOT KNOW XXXX XXXXXXXX XXXX XXXXXXXX. Once I realized what had happened, I immediately took action : Contacted Cash App support and requested cancellation of the pending transaction. XXXX XXXX XXXX XXXX XXXX to report the matter and cancel my debit card. They denied my claim too. Filed a police report regarding the scam. Submitted a dispute and later appealed the denial. I was informed that no action could be taken while the transaction remained pending. Unfortunately, the payment later posted. I respectfully request that Cash App reopen this matter as a scam claim, review the facts surrounding the impersonation and deception used against me, and escalate this case to the appropriate scam investigation or escalations team. I would appreciate your prompt attention to the details that I have provided and look forward to the swift start of the reimbursement process to recover my funds ( {$990.00} {$30.00} ) of {$960.00}. I was a first-time user of Cash App and relied on what I believed was legitimate support. I acted promptly once I understood I had been deceived. I appreciate in advance your attention to this matter. Please contact me with any questions. Best regards, XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation