Consumer complaint received 2025-03-28 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: MI

Complaint narrative:
I am filing this complaint against Cash App regarding their failure to properly resolve my dispute and return the remainder of my money. I have exhausted all possible avenues to resolve this issue with them, including numerous phone calls, emails, and escalations to managers, yet I am still being denied the funds that are rightfully mine. 

Summary of Events : XX/XX/year> : I filed a dispute with Cash App regarding unauthorized transactions with DraftKings that were charged to my account. 
XX/XX/year> : Cash App denied 30 % of my disputed transactions, while 70 % of them were refunded. However, all of these transactions were the same type, yet some were approved while others were denied with no valid reason provided. 
XX/XX/year> : The remaining unresolved transactions were escalated to the dispute team, but nothing was done. 
Following Weeks : I called numerous times, each time being advised by Cash Apps customer support to reopen my dispute because that was the only way to have it reviewed again. I followed their instructions every time, yet they still refused to return my money. 
XX/XX/year> : Instead of resolving my case, Cash App closed my account. This was despite the fact that they were the ones who advised me to continue reopening my dispute every time I called. 
Post-Account Closure : Even after my account was closed, whenever I called Cash App support, they had no issue reviewing my account and responding to my dispute. However, when I previously tried to appeal the closure, they refused to reopen it. 

Cash Apps Failure to Address the Issue Even After CFPB Settlement : After filing a complaint with the CFPB, I was informed that my case falls under Cash Apps recent {$170.00} million settlement with the CFPB regarding their failure to handle disputes properly. Under this settlement, Cash App was supposed to improve its processes, but instead, they have done the exact opposite. 
After my initial CFPB complaint, someone from Cash Apps complaint team ( a manager or senior representative ) contacted me. He told me that he would review my entire account and provide a resolution. He instructed me to wait 15 business days for a decision. 
I waited a full month, but nothing happened. When I tried to follow up, I was unable to because they had closed my case. I attempted to call and reopen it, but I was told that I could not and that they couldnt find the case. 
A month ago, Cash App sent me random transaction records that I never even disputed. Instead of properly addressing my dispute, they sent me a list of unrelated transactions and falsely claimed they had reviewed them. I never requested these transactions be reviewed, and they had nothing to do with my original dispute. This shows how unorganized and negligent they are in handling claims. 
A few days ago, I called Cash App again after the CFPB settlement, expecting them to finally do the right thing and review my dispute properly. Instead, they transferred me to someone who was supposed to help but gave me the same useless answerthat I had to dispute the transactions again. 
I explained to her that I had already done this multiple times and that Cash App had closed my account as a result. She still insisted that this was the only way forward, so I agreed to go through with it again. 
She then proceeded to dispute the wrong transactions. When I told her that she had disputed the wrong ones, she hung up on me. 

Proof & Evidence : I will be providing screenshots of the following : 1. The emails Cash App sent me regarding my disputes.

2. The emails confirming which transactions were resolved and which were denied.

3. A screenshot of the huge number of emails Ive had to send due to Cash Apps mishandling of my case.

4. A comparison of approved transactions vs. denied transactions, showing that they are nearly identicaleven having the same dates and amounts, yet some were refunded and others were not. 
XXXX. A detailed list of the disputed transactions that were wrongfully denied : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( List continues with similar formatting for all transactions. ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in disputed transactions with XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation