Consumer complaint received 2025-04-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: MI

Complaint narrative:
On XX/XX/year>, I received a Cash App SMS alert at XXXX XXXX EST warning me of a new device login in Michigan from an XXXX. I did not authorize this login. I immediately opened the app and found a series of unauthorized transactions, including : Multiple Lending Drawdown transactions ( issued by XXXX XXXX  ) totaling {$860.00} Dozens of XXXX payment attempts, some completed and others canceled Withdrawals from my linked XXXX  XXXX XXXX account that I did not initiate A pattern of rapid borrow-repay loops and merchant charges, all occurring within minutes This behavior was highly abnormal and clearly fraudulent. I do not use Cash App frequently, and there was no history of this type of activity on my account. 

I immediately called Cash App Support ( at XXXX XXXX  and again at XXXX XXXX  ) and followed their protocol to report the suspicious login and unauthorized transactions. 

Despite taking all the proper steps, my dispute was denied. The denial letter included a list of five lending transactions and claimed they were authorized, yet no one from Cash App or XXXX XXXX  ever contacted me, nor did they ask for verification or offer a real investigation. 

Summary of Events : XXXX XXXX  EST : I receive a security alert from Cash App warning of a new login from an unknown device/location XXXX XXXX  : A flood of unauthorized transactions occur ( loan drawdowns, add money transfers, merchant charges ) XXXX XXXX  & XXXX XXXX  : I call Cash App Support, report the issue, and flag the activity Later that day : I receive an email stating the transactions were authorized and the case is closed XX/XX/year>XXXX  : I request documentation, which is provided in a one-page PDF listing only five transactions, and the email states no further action will be taken Customer Service Issues : The response I received from Cash Apps support team was dismissive, unprofessional, and negligent : They failed to recognize the suspicious nature of the activity, despite the fact that I barely use the app They made no effort to understand or verify my claim No explanation was given as to how they determined the activity was authorized I was told they would not take further action, even after I provided documentation and raised clear security concerns This is unacceptable for a platform handling financial services backed by a regulated bank. 

Why this is a regulatory issue : XXXX XXXX  is listed as the banking partner behind the XXXX XXXX product in Cash App. As a regulated financial institution, XXXX XXXX  is bound by the Electronic Fund Transfer Act ( EFTA ) and Regulation E, which require : A prompt and fair investigation of unauthorized transactions Refund of disputed funds when the consumer provides timely notice Access to supporting documentation, which I requested and was only partially provided Their failure to act violates basic consumer protection laws and exposes users to further financial harm. 

Relief Requested : 1. A full investigation and review by XXXX XXXX of all lending drawdowns and related transactions 2. Reimbursement of all unauthorized amounts withdrawn or charged 3. A written explanation of how these transactions were validated as authorized 4. Review and accountability for the dismissive and negligent customer service 5. A commitment to improve Cash Apps fraud handling and escalation processes Desired Outcome : I want XXXX XXXX  and Cash App to take accountability, correct the unauthorized activity, and compensate me for the damages caused by their failure to act on a valid and timely fraud report.

Company response to consumer: Closed with explanation