Consumer complaint received 2026-05-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: NM

Complaint narrative:
I used the mobile payment application Cash App to send money to an individual claiming to operate a legitimate company that sold services and products through the social media platform XXXX. The individual represented themselves as a business and requested multiple large payments for services and products that I was promised but never received. The Cash App account receiving the payments was under the name XXXX XXXX. The payments sent were as follows : * XX/XX/year> {$1000.00} * XX/XX/year> {$3000.00} * XX/XX/year> {$1500.00} * XX/XX/year> {$1400.00} * XX/XX/year> {$500.00} * XX/XX/year> {$500.00} After realizing that I was being scammed, I contacted Cash App to report the fraudulent activity and requested assistance in recovering my funds. I explained that the individual was using the platform to scam consumers and appeared to rely on the fact that victims would not be able to recover their money through Cash App. Cash App support only contacted me by email regarding three of the transactions and failed to follow up regarding the remaining disputed payments. Ultimately, Cash App declined to provide further assistance in recovering my funds. During my interactions with their support team, I was informed that the transactions were being investigated, but no meaningful information or recovery options were provided. Another major concern is that the scammer repeatedly attempted to direct me to send payments through additional Cash App accounts. This indicated that they were able to continuously create new accounts and continue fraudulent activity on the platform without accountability. Cash App does not appear to provide adequate safeguards, protections, or recovery processes for consumers who are victims of scams conducted through its service. When speaking with Cash App customer support by phone, representatives repeatedly stated that because the recipient had already transferred or withdrawn the money, there was nothing further they could do. This creates a situation where victims have virtually no ability to recover funds once transferred, even when fraud is reported promptly. Additionally, when I contacted Cash App regarding the fraudulent transactions, I was instructed to request a refund directly from the scammer through the Cash App platform. I followed Cash Apps instructions and submitted refund requests to the individual responsible for the scam. The scammer declined the refund requests, and Cash App then notified me that the requests had been denied. Despite already reporting the fraud and explaining that I was dealing with a scammer, Cash App advised me to continue contacting the same individual regarding my money. This response was extremely concerning because it placed the responsibility on the victim to negotiate with the person committing the fraud rather than providing meaningful assistance, protection, or recovery options through the platform itself. I believe this individual intentionally used Cash App as a tool to commit fraud and exploit weaknesses in the platforms refund and account accountability systems.

Company response to consumer: Closed with explanation