Consumer complaint received 2026-01-18 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: CA

Complaint narrative:
This complaint concerns systemic failure of Cash Apps dispute-handling systems and obstruction of federal consumer rights, not an isolated customer-service issue. 


I am filing this complaint to report systemic misconduct by Block , Inc. ( Cash App ) involving obstruction of consumer dispute rights, retaliatory account closure, and failure to comply with federal electronic funds transfer protections. 

Over an extended period, I experienced multiple unauthorized and erroneous transactions on my Cash App account. I exercised my legal right to dispute these transactions through Cash Apps in-app dispute system. 

Instead of processing these disputes in compliance with Regulation E, Cash App engaged in a pattern of conduct that resulted in the suppression of disputes, misclassification of outcomes, and eventual termination of my account. 

After I filed multiple lawful disputes, Cash App flagged my activity as potentially fraudulent and closed my account for alleged failure to verify identity, despite my long-standing verified account status. The closure occurred shortly after repeated dispute activity and had the direct effect of permanently blocking my ability to file additional disputes. 

This created a closed-loop system : Dispute activity Internal risk flag Account closure Permanent loss of dispute access As a result, I am now permanently prevented from disputing additional unauthorized or erroneous transactions. 




Key Systemic Failures XXXX. Disputes Were Never Properly Logged Numerous disputes I submitted through the Cash App system were never captured in my account history at all. These transactions were eligible for dispute at the time, yet no record exists that they were ever processed. 

This indicates a dispute intake failure the system itself prevented lawful disputes from being recorded. 

This violates the requirement that financial institutions accept and investigate error notices. 




XXXX. Improper Dispute Handling For disputes that were recorded, Cash App produced inconsistent and misleading outcomes, including : Disputes labeled denied even when refunds were issued Temporary credits later recharacterized Disputes closed for identity reasons instead of transaction merits This distorts internal fraud metrics by misclassifying legitimate consumer disputes as abuse. 




XXXX. Retaliatory Account Closure Cash App closed my account for suspected fraud activity. The only relevant activity was repeated lawful dispute submissions. 

Closing an account in response to protected dispute activity constitutes retaliation and interferes with statutory consumer rights under the Electronic Fund Transfer Act. 




XXXX. Permanent Obstruction of Future Disputes Once my account was closed, I lost all access to Cash Apps dispute system. This means : New unauthorized transactions can not be disputed Prior unresolved transactions can not be re-submitted Cash App is using account termination as a mechanism to eliminate its legal obligation to investigate disputes. 


These failures operate together to reduce refund liability and suppress dispute volume. 




Laws and Protections Implicated This conduct appears to violate : Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) Regulation E dispute resolution requirements Prohibitions against Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) A financial institution may not block consumer error-resolution rights through account closure. 




Harm to Consumer Because of Cash Apps conduct : I remain financially liable for disputed transactions I am permanently blocked from accessing statutory dispute protections My account was closed in retaliation for protected activity This has caused financial harm and denial of federally guaranteed consumer rights. 




What I Want the Company to Do I request that Cash App be required to : Restore my access to the dispute system or provide a manual dispute channel Accept and investigate all previously suppressed disputes Correct internal records that misclassify resolved disputes as denials Provide a full accounting of all disputes submitted but never logged Cease retaliatory account closures tied to dispute activity What I Want the CFPB to Do I request that the CFPB : Open a supervisory investigation into Cash Apps dispute-handling systems Audit dispute intake logs versus consumer submissions Examine retaliatory account closures linked to dispute volume Require corrective compliance controls and consumer remediation Why This Is a Systemic Issue This is not a customer-service error. It reflects a defective compliance system with XXXX integrated failures :

Company response to consumer: Closed with explanation