Consumer complaint received 2024-02-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: Block, Inc.
State: OH

Complaint narrative:
Re : Consumer Financial Protection Bureau ( CFPB )- Formal Complaint Against Cash App - Lack of Cooperation and Failure to Address Fraudulent Transactions Personal Information for Complaint : Name : XXXX XXXX Email : XXXX Phone : XXXX Address : XXXX XXXX XXXX XXXX XXXX, OH XXXX DOB : XX/XX/XXXX Gender : Male Date Today : XX/XX/XXXX Complaint Description : Dear Sir/Madam, I am writing to file a formal complaint against Cash App regarding their dismissive response and failure to address a fraudulent transaction that has resulted in significant financial loss on my part. Despite my repeated attempts to seek assistance and resolution, Cash App has exhibited a blatant disregard for customer welfare and has failed to uphold its responsibility as a financial institution. 

On XX/XX/XXXX, I initially reached out to Cash App Customer Service via email to report a fraudulent transaction totaling {$9800.00}, made to " XXXX  ''. Despite my clear communication and urgency in seeking assistance, the responses I received from Cash App were wholly inadequate and demonstrated a lack of commitment to resolving the matter. 

In response to my initial complaint, Cash App provided me with evasive and unhelpful responses, as evidenced by the following interactions : 1. On XX/XX/XXXX, I received a response from Cash App Support, which exhibited a dismissive attitude, suggesting that I was unable to continue support while driving. This response was entirely irrelevant to the urgency and seriousness of the matter at hand. 

2. Subsequently, on XX/XX/XXXX, I received another response from Cash App Support, which provided generic information about legal requests and failed to acknowledge the severity of the fraudulent transaction I reported. The response provided no meaningful assistance or guidance on how to address the issue effectively. 

3. Furthermore, Cash App Support 's suggestion to contact local law enforcement and file a report, without offering any substantive assistance from their end, further highlights their lack of accountability and commitment to customer satisfaction. 

As a victim of fraud, I am deeply disappointed by Cash App 's dismissive approach and failure to acknowledge their responsibility in safeguarding customer funds. The impact of this fraudulent transaction has caused significant financial distress and emotional turmoil, further exacerbated by Cash App 's unwillingness to cooperate and provide meaningful assistance. 

Therefore, I demand the following actions be taken by Cash App : Provide a full refund of the {$9800.00} lost due to the fraudulent transaction with " XXXX  '' without further delay. 

Conduct a thorough investigation into the fraudulent activities associated with the transaction and take appropriate measures to prevent similar incidents in the future. 

Implement more robust security measures and customer support protocols to protect customers from falling victim to fraudulent transactions. 

I expect a prompt and comprehensive response from Cash App addressing the concerns outlined in this letter within 10 business days from the date of receipt. Additionally, I request the Financial Protection Bureau to monitor and facilitate the resolution process to ensure that appropriate actions are taken by Cash App to address my complaint effectively. 

Failure to address this matter satisfactorily will compel me to explore all available legal avenues and escalate the complaint to relevant regulatory authorities. 

I have attached copies of the email correspondence between myself and Cash App, including the reference number [ Insert Cash App Reference Number ], for your reference and investigation. 

Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation