Consumer complaint received 2025-06-04 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: WV

Complaint narrative:
Date : XX/XX/XXXX I am filing this complaint against XXXXXXXX XXXX, the issuer of my virtual Visa debit card linked to my Cash App account, for failing to address unauthorized transactions totaling {$290.00} and improperly referring my disputes to Cash App ( operated by Block , Inc. ), resulting in a lack of support. As a national bank regulated by the OCC, XXXXXXXX XXXX is responsible for resolving fraudulent charges under Regulation E. This complaint follows my previous Consumer Financial Protection Bureau ( CFPB ) complaint ( # XXXX ) against Cash App, which remains unresolved due to XXXX XXXX inaction . 
Details of the Issue : My Cash App account, linked to a XXXX XXXX-issued virtual Visa debit card, was fraudulently accessed on two occasions : XX/XX/XXXX : Five unauthorized transactions were made to XXXX WV . On XX/XX/XXXX, Cash App refunded four of these transactions, but denied a refund for the first transaction of {$130.00}, despite all transactions occurring within minutes under identical circumstances. When I requested evidence for the denial, Cash App provided only a transaction printout with no explanation, as shown in the attached screenshots. 

XX/XX/XXXX : Three unauthorized transactions were made to XXXX. Cash App refunded one transaction on XX/XX/XXXX, and partially refunded {$9.00} for another on XX/XX/XXXX, but denied refunds for transactions of {$82.00} and {$71.00}, despite identical circumstances. Cash Apps response to my request for evidence was similarly a transaction printout with no explanation, as shown in the attached screenshots. 

Issues with XXXXXXXX XXXX and Cash App : XXXX XXXX  has consistently referred my disputes to Cash App, claiming they are not responsible for transactions processed through the Cash App platform. This is unacceptable, as Regulation E and Visas zero-liability policy require the issuing bank to investigate and resolve unauthorized transactions. Cash Apps responses have been misleading and inadequate : On XX/XX/XXXX, and XX/XX/XXXX, Cash App denied my dispute, falsely claiming incomplete identity verification. I have screenshots confirming my identity was verified. 

On XX/XX/XXXX, Cash App informed the CFPB ( Complaint # XXXX ) they were working on my dispute with a resolution expected within 60 days, yet their XX/XX/XXXX, email and account screenshots show the dispute was marked resolved. 

On XX/XX/XXXX, Cash App claimed to the CFPB they needed an additional 60 days, but on the same day, they emailed me stating my case was closed due to no response within three days. This is false, as I emailed them on XX/XX/XXXX, contesting the denial. 


XXXXXXXX XXXX  refusal to intervene and their deferral to Cash Apps inadequate responsesparticularly the lack of substantive evidence beyond transaction printoutshave prevented resolution of these fraudulent charges, violating consumer protection standards. 

Requested Action : The financial hardship this ordeal continues to cause is unacceptable. Evidence is very clear. 

I request that the The CFPB Investigate XXXX XXXX failure to address the unauthorized transactions totaling {$290.00} ( {$130.00} + {$82.00} + {$71.00} ) and their improper referral of my disputes to Cash App. Specifically, I ask that : XXXXXXXX XXXX be required to investigate and refund the unauthorized charges under Regulation E and Visas zero-liability policy. 

XXXXXXXX XXXX be held accountable for failing to provide direct support as the issuing bank. 

Review Cash Apps practice of providing only transaction printouts with no explanation as evidence for denying disputes, as well as XXXXXXXX XXXX failure to address this inadequacy, in light of the CFPBs XX/XX/XXXX consent order against Block , Inc . 

Email from Cash App dated XX/XX/XXXX, denying my dispute due to alleged incomplete identity verification. 

Email from Cash App dated XX/XX/XXXX, reiterating the denial proving their response on XX/XX/XXXX to the CFPBS complaint was a willful, negligent misconception. 

Screenshots of conversations with Cash App support confirming my identity was verified. 

Email from me to Cash App dated XX/XX/XXXX, contesting the denial. 

Email from Cash App dated XX/XX/XXXX, falsely stating my case was closed due to no response. 

Cash Apps responses to the CFPB dated XX/XX/XXXX, and XX/XX/XXXX, claiming the dispute was in progress. EMAIL correspondence clearly shows intentional misconceptions by Cash App. 

Transaction records from my Cash App account detailing the unauthorized CFPB Complaint Reference : # XXXX

Company response to consumer: Closed with explanation