Consumer complaint received 2025-07-02 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: AZ

Complaint narrative:
On XX/XX/2025, I noticed several unauthorized transactions on my Cash App account. I immediately secured the account by : Unlinking all connected cards and devices Changing my email address Changing my Cash App password Canceling the debit card linked to the account That same day, I filed disputes for all of the fraudulent transactions through Cash Apps dispute system. At the time, I did not yet know how someone had accessed my account, but I knew I had not authorized those charges. 

On XX/XX/XXXX, I received denials for all my initial disputes from Cash App. That same day, I realized I couldnt find my backpack. I remembered that it contained my old phone, which still had active service and access to all of my apps, including Cash App. I had switched to a new phone and number on XX/XX/XXXX. 

I checked my home security footage and discovered that on XX/XX/XXXX around XXXXXXXX XXXX  someone broke into my car through an open window and stole the backpack. The first unauthorized transaction occurred later that day at XXXXXXXX XXXX which perfectly matches the timeline of the theft. 

Once I had all the facts, I filed a police report and submitted a second round of disputes to Cash App on XX/XX/XXXX, clearly explaining how the theft of my phone led to the fraudulent charges. Still, just one day later on XX/XX/XXXX, Cash App denied my disputes again, offering no real explanation or investigation. 

Timeline of Events : XX/XX/XXXX Switched to a new phone and number ; old phone was left in backpack XX/XX/XXXX ( XXXXXXXX XXXX  ) Security footage shows theft of backpack and phone from my vehicle XX/XX/XXXX ( XXXX XXXX  ) First unauthorized Cash App transaction occurred XX/XX/XXXX Discovered the fraud and secured my account ( unlinked cards/devices, changed email & password ) XX/XX/XXXX Filed first disputes with Cash App ( before I knew about the theft ) XX/XX/XXXX Cash App denied the first set of disputes XX/XX/XXXX Realized my old phone was stolen after checking security footage XX/XX/XXXX Filed a police report and submitted a second dispute to Cash App XXXX all new evidence XX/XX/XXXX Cash App denied the second dispute without explanation List of Unauthorized Transactions : ( All charges below were made to Whatnot unless noted otherwise ) XX/XX/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 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 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 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 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  These transactions were all completed without my knowledge or consent, and I received no goods or services in return. They happened after my old phone was stolen, and before I realized it was missing. 

I am requesting the CFPBs assistance in getting Cash App ( Block, Inc. ) to reopen these disputes, fully investigate the facts, and issue a refund for the fraudulent charges. I can provide the police report, transaction IDs, and screenshots if needed.

Company response to consumer: Closed with explanation