Consumer complaint received 2025-01-13 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: VA

Complaint narrative:
Response to closed CFPB Complaint XXXX : I am writing to contest Cash App 's response to my complaint regarding {$4300.00} in unauthorized transactions that occurred after my phone was stolen on XX/XX/year>2024. Their response is inadequate and fails to address several critical concerns : XXXX. Unauthorized Access and Transaction Authorization : - My phone was stolen on XX/XX/scrub> 2024, and the thief changed my passcode. The thief proceeded to user CashApp to transfer money from my bank account into CashApp, and then send it to themselves and their associates. I provided a police report to validate the theft. 
- I immediately reported the theft to Cash App Support via phone within XXXX hours of realizing that my CashApp account was compromised. 
-CashApps fraud algorithm blocked over XXXX  % of the attempted transactions, but still approved over {$4000.00} in transactions after they recognized fraudulent behavior on the account - Cash App claims the transactions were " authorized by you or someone you authorized, '' but fails to explain : * How transactions could be considered authorized after I reported the theft * What specific authorization methods were used * Why changing my passcode didn't trigger additional security measures 2. Inadequate Investigation : - Cash App conducted a rushed investigation between XXXX XXXX 2024, and approved transactions AFTER the dispute was filed. 
- They provided no evidence of : * Transaction location analysis * Comparison to my normal spending patterns * Verification of authentication methods used * Investigation into the changed passcode - They failed to consider the immediate theft report in their determination 3. Consumer Protection Violations : - Cash App failed to implement adequate security measures after theft notification - They denied my dispute without proper investigation or evidence - They have not provided detailed documentation supporting their conclusion - Their response suggests they hold consumers liable for unauthorized transactions even after prompt reporting of theft 4. Documentation and Timeline : - XX/XX/year> : Phone stolen, passcode changed - XX/XX/year> : Immediately reported theft to Cash App Support - XXXX XXXX, 2024 : Filed multiple disputes totaling {$4300.00} - XXXX XXXX, 2024 : Received denial notifications- XXXX XXXX, 2024 : Filed initial CFPB complaint due to inadequate CashApp support response to disputes - XX/XX/year> : Received inadequate response from Cash App Requested Resolution : 1. Complete refund of the {$4300.00} in unauthorized transactions 2. Detailed investigation report sent to my email, including : - Authentication methods used for disputed transactions - Location data for transactions - Analysis of transaction patterns - Evidence supporting their authorization claim 3. Review of Cash App 's security protocols when theft is reported XXXX. Implementation of better security measures for stolen device scenarios I request the CFPB to require Cash App to : 1. Conduct a thorough reinvestigation of these transactions 2. Provide complete documentation of their findings 3. Implement appropriate security measures when theft is reported 4. Comply with relevant consumer protection regulations regarding unauthorized transactions I am prepared to provide additional documentation, including police reports and communication records if they are needed. This situation has caused significant financial hardship and stress, and Cash App 's response demonstrates a concerning lack of consumer protection measures.

Company response to consumer: Closed with explanation