Consumer complaint received 2025-11-16 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: IN

Complaint narrative:
Since XXXX, my Cash App account has been repeatedly accessed, manipulated, and used by unauthorized devices. Despite reporting this multiple times, Cash App failed to take any meaningful action. Instead, they repeatedly closed my account, blocked my access to transaction history, and refused to properly investigate or reimburse clear fraudulent activity. 

I recently discovered that my devices had been enrolled in developer profiles and business device-management systems that I never authorized. This suggests long-term unauthorized control over my phones and accounts. This directly aligns with the unexplained transactions and missing funds that Cash App ignored. 

Cash Apps failure to safeguard my account, investigate my claims, or restore access has caused severe financial and personal harm, including the collapse of my business, loss of my home, and significant legal consequences tied to identity theft. 



2. Timeline of Issues XX/XX/XXXX : Unauthorized takeover of my devices without my knowledge or consent. 
XXXX : Payroll data, transactions, and account access disappeared across multiple platforms, including Cash App. 
XXXX : Continuous unauthorized logins and devices added to my Cash App account. I repeatedly notified Cash App. No action was taken. 
Cash App repeatedly told me to log in, but my account was closed, blocking access to my own transaction history. 
Each time I requested an investigation or proof of device authorizations, I was given vague responses, no escalation, and no reimbursement. 
XXXX : Discovery that my phones had hidden developer and device-management profiles connected to a third party, explaining years of unauthorized access that Cash App ignored .

3. Cash Apps Failures A. Failure to Protect Consumer Accounts Cash App allowed multiple unauthorized devices to remain registered to my account despite : My direct reports of fraud My repeated requests to remove unknown devices My account being accessed in ways I could not control due to the device management profiles B. Failure to Investigate Fraud Cash App : Refused to investigate properly Ignored or closed previous fraud claims Closed my account entirely, preventing me from viewing past transactions Provided no documentation, no audit, and no explanation XXXX Failure to Provide Access to My Own Financial Records Closing my account while fraud was under dispute blocks me from : Proving unauthorized transactions Providing records for law enforcement Seeking FDIC or regulatory help Supporting ongoing identity-theft investigations D. Failure to Reimburse Cash App did not reimburse fraudulent withdrawals, payments, or transfersdespite clear red flags and my ongoing reports.

4. Harm Suffered Because Cash App ignored my fraud reports and allowed the unauthorized access to continue, I suffered : Loss of my business Loss of income and financial stability Loss of housing Loss of custody/time with my child Loss of legal standing in a multi-million-dollar case where identity theft contributed to misinformation Emotional and reputational damage Ongoing identity-theft complications ( XXXX ) These losses were worsened by Cash Apps refusal to take basic actionlike removing unauthorized devices or providing account logs.

Company response to consumer: Closed with explanation