Consumer complaint received 2025-05-22 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:
I am writing to file a formal complaint against Cash App ( Block, Inc. ) for failing to comply with the Electronic Fund Transfer Act ( EFTA ) regulations, specifically regarding the investigation and resolution of unauthorized transactions and errors in my account. Despite multiple attempts to resolve these issues through Cash Apps support channels, the company has refused to correct errors, causing me significant financial hardship. Below is a detailed account of the violations and my request for resolution. 

Summary of Issues for registered XXXX XXXX XXXXXXXX Cash App account : Unauthorized Transactions by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, my Cash App account was charged for XXXX unauthorized transactions by XXXX in the amounts of {$89.00}, {$82.00}, and {$71.00}. I promptly filed a dispute with Cash App, which was immediately denied. On XX/XX/XXXX, Cash App sent an email admitting an error in denying the {$89.00} transaction and refunded that amount. However, they continued to deny the disputes for the {$82.00} and {$71.00} transactions without providing a reasonable explanation, despite acknowledging an error in their dispute process for identical transactions. 

Unauthorized Transactions by XXXX XXXX XXXX XXXX XXXX XXXX ) On XX/XX/XXXX, my Cash App account was charged for XXXX unauthorized transactions by XXXX WV in the amounts of {$250.00}, {$250.00}, {$380.00}, {$200.00}, and {$130.00}. Cash App ruled in my favor for the first XXXX transactions ( {$250.00}, {$250.00}, {$380.00}, and {$200.00} ) and issued refunds on XXXX XXXX XXXX. However, the {$130.00} transaction dispute was paused due to an unnecessary identity verification request, despite my identity already being verified. After Cash App support confirmed via chat that I should disregard the verification request, the dispute was denied minutes later on XXXX XXXX XXXX I reinitiated the dispute on XX/XX/XXXX, but it was again denied without a clear explanation, despite being identical to the other XXXX refunded transactions. 

Account Closure Without Resolution On XX/XX/XXXX, Cash App closed my account without resolving the outstanding disputes or refunding the unauthorized transactions totaling {$82.00}, {$71.00}, and {$130.00}. This closure has exacerbated my financial hardship, as I have been unable to access funds or resolve these errors. 


EFTA Violations Under the Electronic Fund Transfer Act ( Regulation E, 12 CFR Part 1005 ), Cash App is required to : Investigate reported errors promptly and resolve them within XXXX business days or provide a provisional credit ( 12 CFR 1005.11 ( c ) ).

Refund unauthorized transactions when reported in a timely manner ( 12 CFR 1005.6 ).

Provide clear explanations for dispute denials, including the basis for determining no error occurred ( 12 CFR 1005.11 ( d ) ).

Cash App has violated these regulations by : Failing to properly investigate and resolve disputes for the {$82.00}, {$71.00}, and {$130.00} transactions, despite admitting an error in a similar dispute and refunding other identical transactions. 

Denying disputes without providing a clear, reasonable explanation for their findings. 

Closing my account without resolving outstanding disputes, leaving me without access to my funds or a means to pursue resolution. 


Impact of Cash Apps Actions My Cash App account was compromised due to data breaches and unauthorized access, which I attribute to Cash Apps negligent security practices. The companys refusal to correct these errors has caused significant financial hardship, as I have been deprived of {$290.00} ( {$82.00} + {$71.00} + {$130.00} ) in unauthorized charges. Despite months of communication with Cash Apps support team, I have received no satisfactory resolution or explanation for their failure to comply with EFTA regulations.

Requested Resolution I respectfully request that the CFPB investigate Cash Apps practices and compel them to : Refund the unauthorized transactions totaling {$290.00} ( {$82.00}, {$71.00}, and {$130.00} ). 

Provide a detailed explanation for their handling of my disputes, as required by EFTA.

Review their security practices to prevent future unauthorized access and ensure compliance with EFTA regulations. 

Compensate me for the financial hardship caused by their failure to resolve these errors and their abrupt closure of my account. 


I have attached copies of relevant communications with Cash App, including dispute denial emails and support chat transcripts, to support my complaint. I am available to provide additional documentation or information as needed. 
Thank you for your attention to this matter. I trust the CFPB will take appropriate action to address Cash Apps non-compliance with EFTA and ensure justice for consumers like myself.

Company response to consumer: Closed with explanation