Consumer complaint received 2026-03-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: AL

Complaint narrative:
I am submitting this as a new complaint based on new information and material failures in Cash App 's investigation that were not adequately addressed in my prior complaint # XXXX. I am the victim of social engineering fraud resulting in a total loss of {$5800.00}. I was deliberately targeted and deceived by individuals who falsely represented themselves as managers affiliated with a television network host from " Now That's TV '' through an orchestrated scheme involving fraudulent social media posts, impersonation, and coordinated psychological manipulation via XXXX. I was repeatedly assured my funds would be returned and was pressured to act under a fabricated time constraint. I did not invest in cryptocurrency. I was defrauded into sending funds via XXXX under false pretenses. Cash App 's previous response contained the following material failures that constitute new grounds for this complaint : XXXX. FAILURE TO INVESTIGATE THE COMPLETE XXXX XXXX Cash App 's investigation focused exclusively on the XXXX transactions while completely ignoring the transfer of funds from Chime to Cash App that preceded them. This transfer is the origin of the funds involved in this fraud and occurred directly on Cash App 's platform. I have documentation supporting this transfer and am prepared to provide it upon request. A legitimate fraud investigation can not selectively examine XXXX portion of a XXXX XXXX while disregarding the rest. XXXX. MISCHARACTERIZATION OF THE FRAUD The subject line of Cash App 's XX/XX/year> response referenced " investing XXXX. '' I did not invest in cryptocurrency. I was defrauded. This mischaracterization is not a minor clerical error it reflects a fundamental failure to properly classify and investigate my claim as fraud induced by impersonation and false pretenses. XXXX. UNPROFESSIONAL AND INCONSISTENT COMMUNICATION Cash App 's XX/XX/year> response was introduced as being from a representative named " XXXX '' but concluded with " Warmest Regards, XXXX. '' As a victim of impersonation fraud, receiving internally inconsistent communications from Cash App 's own support team further undermines confidence in the integrity of their review process and raises questions about the legitimacy of their investigation. XXXX. DISMISSAL WITHOUT ADEQUATE INVESTIGATION Cash App concluded that my complaint was " resolved '' and that " no new information has been provided '' without conducting a thorough fraud investigation. Their response relied entirely on the fact that I " authorized '' the transactions, a characterization I firmly reject. Authorization obtained through deliberate deception, impersonation, and psychological manipulation is not informed or voluntary consent. It is the direct result of fraud. I have supporting documentation including screenshots, call logs, transaction records, and XXXX XXXX transfer records that clearly establish the fraudulent nature of this scheme. I am formally requesting that the CFPB require Cash App to : XXXX. Reopen and escalate this matter as a fraud investigation not a standard payment dispute ; XXXX. Investigate the XXXX XXXX transfer as part of the complete XXXX XXXX ; XXXX. Provide a detailed written explanation of every specific step taken to investigate the fraudulent actors involved ; XXXX. Correct the mischaracterization of this matter as " crypto investing '' in all internal and external records ; XXXX. Issue a substantive response that directly addresses each of the XXXX failures outlined above. I am simultaneously filing complaints with the Federal Trade Commission, the FBI XXXX XXXX XXXX XXXX, and the Alabama Attorney General 's XXXX XXXX XXXX. I will pursue every available channel until this matter is properly investigated and resolved. I will not accept dismissal as a resolution.

Company response to consumer: Closed with explanation