Consumer complaint received 2026-04-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: GA

Complaint narrative:
I am filing this complaint regarding Cash Apps failure to properly investigate and resolve a fraud dispute involving my account, as well as their failure to provide requested documentation related to their investigation. On XX/XX/XXXX, I was the victim of a rental scam by an individual posing as a private landlord under the name XXXX XXXX. I later learned this individual was not the rightful owner of the property. The XXXX XXXX Police Department is actively investigating this individual, and I filed a police report regarding the incident. On XX/XX/XXXX, after being contacted by the actual property owner, I immediately reported the fraudulent transactions to Cash App. In total, I sent {$2300.00} through Cash App to the scammer under the belief I was paying legitimate housing-related expenses ( rent, utilities, and deposit fees, all clearly stated in the transaction notes ). I have maintained my Cash App account in good standing since opening it in XX/XX/XXXX, with no prior disputes or issues. This incident is not reflective of my normal account activity. At the time of my report, Cash App advised that the investigation could take up to 45 days. During this process, I provided substantial supporting documentation, including : The scammers Cash App profile information A copy of the police report The official case number Ongoing updates as I received additional information from law enforcement I also explicitly confirmed with a Cash App representative that the fraudulent profiles involved would be investigated and removed, and I was assured this would be done. On XX/XX/XXXX, Cash App notified me via email that my claims were denied. No meaningful explanation or supporting documentation was provided outlining how this decision was reached. On XX/XX/XXXX, I contacted Cash App and formally requested documentation from their investigations department, including : Details of how my claim was investigated Evidence that the fraudulent profiles were reviewed Any findings supporting their denial During this call ( which I recorded ), I was assured that the requested documentation would be sent to my email within a few hours. I provided my email address during that call. As of XX/XX/XXXX, I have not received any such documentation. I contacted Cash App again on XX/XX/XXXX and was informed that no prior request for documentation had been submitted, contradicting what I was told on the recorded call. I was again promised the documents would be sent within a few hours, but I have still not received anything. Additionally, the fraudulent profiles involved remain active on Cash App. While they now display a scam alert, they were not removed from the platform despite earlier assurances. This raises serious concerns about whether a proper investigation was conducted at all. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, I understand that financial service providers are required to conduct a timely and reasonable investigation of reported errors and unauthorized transactions, and to provide documentation of their findings upon request. Based on my experience, Cash App does not appear to have met these obligations.

Company response to consumer: Closed with explanation