Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: GA

Complaint narrative:
On XX/XX/year>, I filed a dispute through Cash App for a payment that went through even though the bill had already been paid. On XX/XX/year>, the day before the charge completed, I spent the entire day in Cash App support chat attempting to stop the pending transaction. 
Throughout multiple support interactions, I received false, contradictory, and misleading information, including : I was told the pending payment could be canceled but there was no cancel option available. 
I was told XXXX had a hold on the transaction XXXX confirmed there was no hold and they were not involved. 
I was told to contact XXXX because they were the merchant this was false, XXXX was not the merchant. 
I was redirected to the merchant for provisional credit Regulation E does not allow merchants to issue provisional credit for unauthorized transfers. 
I was repeatedly told to wait for the transaction to complete before disputing which contradicts the requirement to assist when an error is reported promptly. 
I received stalling messages such as : Only your merchant can issue provisional credit. 
Dispute claims XXXX take up to 45 days. 
We have captured your issue as a complaint. 
If theres anything else separate from this concern, let me know. 
Well contact you by XX/XX/XXXX. 

These messages appear to reflect lack of training, misinformation, or an attempt to delay required action. 
I attempted to stop the transaction before it completed. 
I notified Cash App immediately and asked them to block or cancel it. 
I was told contradictory things : first that it could be canceled, then that I had to wait for it to complete, which resulted in the payment going through despite my prompt reporting. 
Cash App continues to insist that : The merchant is responsible, The investigation can take 45 days, No provisional credit will be issued until after that. 

However, Regulation XXXX requires the financial institution to : XXXX. Investigate the dispute, XXXX. Complete the investigation within XXXX business days, or XXXX. Issue provisional credit within that same XXXX window if the investigation is not complete. 

My dispute was filed on XX/XX/XXXX, meaning the provisional credit deadline occurs well before XX/XX/XXXX. 

XXXX XXXX statements conflict with the law and have caused financial harm. 

Documentation Requested but Not Provided I requested : A formatted copy of all internal notes, Documentation of what support agents told me, Records of my attempts to stop the payment, Evidence of the investigation status. 

These have not been provided. 

What I Am Requesting Through the CFPB I am requesting the following : XXXX. Enforcement of Regulation E requirements XXXX. Issuance of provisional credit within the mandatory federal timeframe XXXX. A full review of XXXX XXXX misleading or incorrect guidance XXXX. All internal notes and documentation related to my dispute XXXX. Confirmation that the investigation follows legal timelines, not unsupported delays I am not seeking anything outside the law only compliance with Regulation E and accurate handling of my dispute.

Company response to consumer: Closed with explanation