Consumer complaint received 2026-06-08 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: FL

Complaint narrative:
Formal Complaint Letter To : Legal, Compliance, and Consumer Grievance Departments Date : XX/XX/year> Regarding : Systemic Account Reporting Failure and Refusal to Investigate Processing Error Account Holder : XXXX XXXX Cash App Tag : $ XXXX Associated Phone/Email : XXXX - XXXX SUBJECT : FORMAL COMPLAINT - FAILURE TO INVESTIGATE TRANSACTION ERROR AND PRODUCT DEFECT To Whom It May Concern, I am writing to file a formal grievance regarding a systemic failure in Cash Apps transaction reporting interface, and a subsequent, explicit refusal by support management to escalate and investigate a verified network-level issue. XXXX. Description of the Incident Today, XX/XX/year>, I attempted to rent a carpet cleaner from a retail kiosk. The transaction was blocked at the point of sale, returning a " Charge XXXX '' gateway error. Standard payment industry protocols define a Charge XXXX error code explicitly as an " Issuer Decline, '' confirming that the merchant 's gateway successfully routed the authorization request through the card network to The XXXX Banks authorization switch, where it was rejected. XXXX. Failure of Product Functionality According to Cash Apps consumer documentation, card declines are a core function of the user interface and are required to populate in the consumer 's Activity Tab to provide transparency regarding fund availability. In this instance, Cash App 's frontend software failed to surface this decline. No record of the attempt, the rejection, or the automated fraud block appeared in my app. XXXX. Gross Failure of Customer Support & Escalation Protocols Because I was left with no visibility into my account status, I contacted customer support today. I first dealt with chat agents XXXX and XXXX, both of whom provided generic, unhelpful responses and completely refused to escalate the issue to a technical team. I then requested a supervisor and spoke with a manager named XXXX. When I requested that this be escalated to Network Operations to look at the raw authorization logs, noting that the gateway error explicitly proved the bank 's network was pinged Manager XXXX pushed back and refused. He stated that " if it is not showing in the app, we can not help you. '' This is an unacceptable and circular customer service policy. A front-line support agent 's lack of specialized tools to view raw network traffic does not absolve Cash App or The XXXXXXXX XXXX of their regulatory obligation to investigate processing errors ; especially when a consumer provides the exact gateway error code. XXXX. Resolution Demanded I demand that this ticket be escalated to Tier XXXX Network Operations or Risk Systems to perform the following actions : Locate the raw network log ( XXXX XXXX message or equivalent ) from the timestamp of this transaction on XX/XX/year>, to determine exactly why XXXX 's switch silently declined a legitimate merchant. Identify and patch the software defect causing Cash App 's Activity Feed to fail to display issuer declines to consumers. Provide a formal written explanation as to why my card was declined and why support management is trained to deny escalation requests for network-level drops. Sincerely, XXXX XXXX XXXX : The XXXXXXXX XXXX Card Operations Email : XXXX ; Consumer Financial Protection Bureau through web form

Company response to consumer: Closed with explanation