Consumer complaint received 2026-06-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.
State: WV

Complaint narrative:
Subject : Request for Regulatory Investigation into Cash App 's Consumer Protection Practices To Whom It May Concern : I am requesting a formal review and investigation into Cash App 's handling of accidental transfers and its apparent lack of meaningful consumer protections for users who suffer financial losses due to honest mistakes. My husband, XXXX XXXX XXXX, mistakenly sent {$500.00} to the wrong Cash App user. Upon realizing the error, we immediately submitted a refund request through the Cash App platform. The recipient declined the request and retained the funds despite knowing they were not the intended recipient. What is most troubling is not merely the recipient 's refusal to return money that does not belong to them, but Cash App 's complete unwillingness to assist in resolving the matter. When we contacted customer service, we were effectively told that nothing could be done and that our only option was to pursue Small Claims Court. This response shifts the entire burden onto the victim while allowing both the platform and the recipient to avoid accountability. As consumers, we are encouraged to trust digital payment platforms with our hard-earned money. Yet Cash App appears to provide no meaningful safeguards when an obvious mistake occurs. A transaction involving hundreds of dollars can be completed in minutes, leaving little opportunity for a sender to correct an error. Once the recipient refuses a refund request, the sender is left with no practical remedy. This raises several serious concerns : Why does Cash App not have a mandatory review or recovery process for disputed accidental transfers? Why are recipients permitted to knowingly retain funds sent in error without any investigation by the platform? What monitoring exists to identify users who repeatedly receive and refuse to return mistaken payments? Why is there no meaningful escalation process for consumers who suffer financial losses due to accidental transfers? How does Cash App define its responsibility to protect customers who use its platform in good faith? Cash App possesses transaction records, account information, device information, and user identification data. Yet the company appears unwilling to use these resources to facilitate resolution when consumers report mistaken payments. Instead, consumers are directed to courts, creating a costly and burdensome process that many individuals can not reasonably pursue. My concern extends beyond my family 's loss of {$500.00}. I am concerned for every consumer who may find themselves in the same position. A financial platform should not be designed in a way that allows a person to knowingly keep money that was sent in error while the rightful owner is left without assistance. I respectfully request that regulators examine whether Cash App 's policies adequately protect consumers and whether additional safeguards should be required, including : Enhanced recipient verification before transfers are finalized. Longer cancellation or reversal periods for large-dollar transactions. A formal dispute resolution process for accidental payments. Investigation of recipients who knowingly retain funds sent in error. Stronger consumer protections for digital payment platforms operating in the United States. Consumers deserve more than a message stating, " There is nothing we can do. '' We deserve a payment platform that values fairness, accountability, and the protection of honest customers. Thank you for your attention to this matter and for your commitment to protecting consumers. Respectfully, XXXX XXXX On behalf of XXXX XXXX XXXX

Company response to consumer: Closed with explanation