Consumer complaint received 2025-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: WV

Complaint narrative:
I am filing this complaint against Block, Inc. ( Cash App ) for their ongoing deceptive practices, failure to refund unauthorized transactions, and violations of consumer protection laws, including the West Virginia Consumer Credit and Protection Act ( XXXX XXXX XXXX XXXX. This complaint follows Cash Apps XXXX misleading responses to my previous CFPB Complaint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXX/XX/XXXX, where they falsely claimed to be working on my dispute while simultaneously informing me via email that they were unable to process it. I seek the CFPBs assistance in investigating Cash Apps unfair and deceptive practices and securing a resolution for the unauthorized transactions on my account, along with appropriate penalties for their violations. 
Details of the Issue : Unauthorized Transactions : On XX/XX/XXXX, five unauthorized transactions were made to XXXX XXXX XXXX XXXX refunded four transactions but denied a {$130.00} refund for the fifth, despite identical circumstances. 

On XX/XX/XXXX, three unauthorized transactions were made to XXXX. Cash App refunded one transaction but denied refunds of {$82.00} and {$71.00} for the others, despite similar circumstances.

Total unrefunded amount : {$290.00} ( {$130.00} + {$82.00} + {$71.00} ). 

Deceptive Practices by Cash App : Cash App provided four misleading responses to the CFPB regarding my complaint ( # XXXX ) : On XX/XX/XXXX, Cash App claimed my dispute was in progress, but an email sent on XX/XX/XXXX, from XXXX stated they had already denied it ( evidenced by the email and my account screenshots ). 

On XX/XX/XXXX, Cash App again misrepresented to the CFPB that they were actively reviewing my dispute, despite their prior denial. 

On XX/XX/XXXX, Cash App continued this deception by claiming ongoing efforts to resolve the dispute, contradicting their earlier email communications. 

On XX/XX/XXXX, Cash App emailed me ( from XXXX ) stating they were unable to process your dispute claim and advised contacting the merchant directly, while simultaneously telling the CFPB they were still working on my dispute. 

These contradictory statements constitute clear acts of deception, undermining my ability to resolve the issue and violating consumer trust. 
Legal Violations : Cash Apps actions violate : XXXX XXXX XXXXXXXX ( XXXX ) of the West Virginia Consumer Credit and Protection Act, which prohibits unfair or deceptive acts. Cash Apps failure to refund three unauthorized transactions and their four misleading responses to the CFPB are deceptive practices. 

Consumer Financial Protection Act, under the CFPBs purview, which prohibits unfair, deceptive, or abusive acts or practices ( UDAAP ). Cash Apps contradictory communications and refusal to refund unauthorized transactions meet this standard. 

Requested Resolution : I respectfully request that the CFPB : Investigate Cash Apps deceptive practices, including their four misleading responses to the CFPB on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Require Cash App to refund the {$290.00} for the unauthorized transactions to my Cash App account or by check to XXXXXXXX XXXX XXXX XXXX XXXX XXXX 

Impose statutory penalties on Cash App for seven violations ( XXXX unrefunded transactions and four deceptive responses ) under XXXX XXXX XXXXXXXX, up to {$7000.00} ( {$1000.00} per violation ). 

Ensure Cash App corrects their misleading statements to the CFPB and implements transparent dispute resolution processes to prevent future violations.

Company response to consumer: Closed with explanation