Consumer complaint received 2026-01-03 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: KY

Complaint narrative:
Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington, XXXX XXXX [ Date ] XX/XX/year> Dear CFPB, I am writing to formally express my deep frustration and concern regarding an ongoing issue with my Cash App account that has been unresolved since XXXX. This situation has had a serious impact on my life, including causing a loss of access to essential utilities during critical times like XXXX and XXXX XXXX XXXX. 

To provide some background, I have been the recipient of financial assistance from XXXX following the recent floods in XXXX Unfortunately, transactions linked to my XXXX account through Cash App have been repeatedly canceled, adjusted, and refunded incorrectly. Despite my daily attempts to resolve this matter, I have experienced continued unauthorized withdrawals and duplicate charges, some exceeding {$400.00}, which have drained my funds and, consequently, left me without basic necessities. 

Each time I have reached out for help, I have only been instructed to contact local law enforcement, which feels both inappropriate and unhelpful, especially considering these funds are connected to federally provided disaster relief. Further complicating matters, Cash App representatives have claimed they can not access XXXX account statements or provide detailed information about these charges, leaving me without crucial evidence to clear my financial and legal standing. 

. It is urgent that Cash App investigate these issues thoroughly, correct my account balance, and return the withheld funds immediately. The distress caused by this ongoing problem has been severe, and with cold weather and no utilities, timely resolution is critical. 

Please understand that this is not only about recovering lost money but also about restoring peace of mind and the ability to handle my financial obligations without fear of further unauthorized actions. I kindly ask for your prompt attention and a clear plan to resolve these matters as soon as possible. 

I have listed below XXXX of the refunds that XXXX XXXX has yet to return to my account : - 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  to Cash App Pay I have submitted numerous requests related to outstanding matters and have yet to receive the documentation or clear responses needed. Specifically, I have asked for detailed documentation of all refunds issued and formal outcomes corresponding to my complaint ( s ). Unfortunately, these have not been provided to date. Additionally, I have requested direct contact with the third party involved within their platform ( Cash App XXXX ), as there has been a noticeable lack of cooperation through the usual channels. This direct communication is necessary for resolving the ongoing issues satisfactorily. 

I've tried for months with no progress besides losing everything. Transparent communication is essential for ensuring that all concerns are addressed effectively. 

Thank you in advance for your attention to this matter. I look forward to your prompt response and a constructive resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation