Consumer complaint received 2025-08-20 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: LA

Complaint narrative:
My Cash App account ( $ XXXX ) was taken over by an unauthorized person. This hacker changed all of my login credentials, removed my email, and gained full access to my funds. Despite contacting Cash App support immediately, I was misled and dismissed. Cash App told me my funds were frozen and safe, but they were notmy email was removed again and my account remained compromised. I have {$630.00} in that account, and I have been given no resolution. 



Timeline of Events ( with dates ) : XX/XX/year> ( just after XXXX XXXX, after business hours ) : I received an email from Cash App confirming that my email address ( XXXX ) had been unlinked from my Cash App account without my authorization. 
XX/XX/year> : I immediately contacted Cash App support over the phone. 
I explained that my account had been taken over by an unauthorized user. 
The representative told me they could use my secondary account to leverage access back to my compromised account, so they then closed my secondary account to try to access my account that had my funds in it. 
They asked me to provide a second email to add, but I didnt have XXXX to provide so my sister allowed me to use her email to try to access the hacked account, but when I pointed out that verification link was still being sent to the hackers email and I was unable to fully login, they told me not to worry because : My funds were frozen. 
The hacker had been kicked out. 
My account was safe. 
I asked to speak with a supervisor and was told that supervisors are the only ones who could bypass the hackers new login authentication. I was told to wait for an email. 
Immediately after hanging up on XX/XX/year> : The hacker once again removed my email from the account. 
This proves that Cash App support lied about freezing the account, funds and removing the hacker. 
XX/XX/year> : I called Cash App back and spoke with another representative. 
This agent was extremely rude, dismissive, and unhelpful. 
They treated me as if I was ignorant and provided no real assistance. 
XX/XX/year> directly after hanging up with support the first time : I received another email stating that my email address had once again been unlinked from the account. 
XX/XX/year> ( XXXX XXXX  ) : I received a generic email from a Cash App supervisor stating that I should simply create a new Cash App account instead of addressing the theft of my account and funds. 



Current Status : My original Cash App account ( $ XXXX ) is still compromised. 
My {$630.00} balance is inaccessible and likely stolen. 
Cash App has provided misleading information, failed to secure my account, and refused to meaningfully escalate my case. 
Instead of helping me recover my account, they told me to just open a new one. 



Why This is a Serious Issue : Cash App failed to protect my account from unauthorized takeover. 
Support falsely assured me that my account and funds were safe. 
Their actions allowed the hacker to continue removing my email and retaining control. 
I am now left without access to my money, and their refusal to escalate or properly secure my account is unacceptable. 



Desired Resolution : I request that the CFPB hold Cash App accountable and require the following : XXXX. Immediate restoration of my original Cash App account ( $ XXXX ). 
XXXX. Full return of my {$630.00} balance. 
XXXX. Investigation into Cash Apps misleading customer service practices and failure to protect customers. 
XXXX. Stronger safeguards for all customers against unauthorized account takeovers. 



Supporting Evidence : Email dated XX/XX/year> confirming my email was unlinked after hours. 
Email dated XX/XX/year> confirming my email was unlinked again. 
Supervisor email dated XX/XX/year> providing only a generic, unhelpful response. 
Screenshots attached of Cash App communications. 



Complainant Information : Name : XXXX XXXX Cash App Username : $ XXXX Login Email : XXXX Zip Code : XXXX Last XXXX of XXXX : XXXX

Company response to consumer: Closed with explanation