Consumer complaint received 2025-01-25 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: TX

Complaint narrative:
Subject : Formal Complaint Regarding Fraudulent Transactions, Inadequate Security, and Lack of Reimbursement on Cash App Platform To the Consumer Financial Protection Bureau, I am filing this formal complaint due to a series of fraudulent transactions on the Cash App platform that resulted in the unauthorized withdrawal of funds from my account and potentially others in similar situations through Cash App 's Money Transfer system. I believe Cash App 's inadequate security measures and response to such fraud have caused significant financial harm to myself and likely a multitude of other individuals and warrant your immediate attention. 

Details of the Fraudulent Activity : Impersonation and Social Engineering : I am concerned that these fake accounts are capable of posing as fake family members, friends, or people I know in order to create falsified transactions on Cash App. If this is the case, I request CFPBs additional investigation into Cash App to prevent financial fraud from happening in the future. The individual operating under the Cash App username XXXX XXXX XXXX XXXX engaged in impersonation and social engineering tactics. They falsely represented themselves as someone else to manipulate me into transferring funds from my Cash App account. 

Multiple/Fake Accounts : This individual appears to operate multiple or fake accounts on the platform, as the funds were then transferred from my account to " XXXX XXXX  '' ( and possibly others ), indicating a network of fraudulent profiles designed to obscure the illicit activity and make recovery difficult. 

Unauthorized Transactions : I did not authorize, consent to, or approve these transactions. The transfers were a direct result of the fraudulent scheme perpetrated by the user ( s ) mentioned above. 

Specific Recipient : The funds were transferred out of my account to the Cash App account XXXX XXXX XXXX. '' Exploitation of Cash App 's Platform : The ease with which these fraudulent transactions occurred suggests fundamental flaws in Cash App 's security protocols, making it exceptionally vulnerable to exploitation. 

Lack of Support and Reimbursement from Cash App : Despite reporting these fraudulent transactions to Cash App, I have been denied reimbursement. The platform has failed to take adequate action to rectify the situation or provide any real resolution for victims of such fraud. This has left me vulnerable and without recourse and with no support from Cash App. 

Bank Intervention : Due to Cash Apps lack of support, I will pursue this issue with my bank, as I was forced to dispute the payment. My bank reference is as follows : sourcXXXX XXXX XXXX XXXXXXXX identifier : XXXX XXXX : dispute reason : didn't make payment. 

Specific Failures of Cash App : Insufficient Verification : The platform lacks sufficient verification methods to prevent users from creating fake accounts or engaging in impersonation. 



Lack of Transaction Oversight : The system does not adequately monitor transactions for suspicious behavior and therefore fails to flag high-risk activities. 



Inadequate Dispute Resolution : Cash Apps process for handling disputed transactions, particularly those resulting from fraud, is inadequate and heavily favors the platform itself, rather than the consumer. 



Slow Response Time : CashApps slow response time to report and resolve fraud leads to potential significant financial loss for the consumer. 

Call to Action : I urge the CFPB to investigate Cash App 's practices and the security flaws that enabled these fraudulent transactions. I request that the CFPB take the following steps : Mandate Enhanced Security Measures : Require Cash App to implement more robust verification and security protocols to prevent fake accounts, impersonation, and fraudulent transactions. 



Improve Fraud Detection : Require Cash App to monitor transactions more diligently for unusual or suspicious activity and flag high-risk behavior in real time. 



Implement Fair Dispute Resolution : Require Cash App to create a fair, efficient, and transparent process for consumers to dispute fraudulent transactions and seek reimbursement. 



Improve Customer Support : Require Cash App to provide adequate support and resources to consumers who are victims of fraud. 



Ensure Reimbursement : I demand that Cash App take responsibility for its platform 's failures and compensate me for the money I have lost as a direct result of these fraudulent activities ; specifically, I seek reimbursement for the funds sent to the account XXXX XXXX XXXX XXXX In addition, I request that the CFPB investigate whether this account is linked to other fraudulent activity. 



Full Reimbursement and Damages : I believe Cash App owes me between XXXX XXXX due to the fraudulent activities that have occurred on their platform over the course of the past year. I request that the CFPB seek not only a reimbursement of the money stolen but also appropriate damages that are due to myself and the multitude of other users who have been scammed through Cash Apps unsafe platform. 



This situation highlights serious vulnerabilities in Cash App 's system that are leaving consumers at risk. I believe it is critical that the CFPB intervenes to protect consumers from such fraud and ensures that platforms like Cash App operate responsibly and with appropriate security safeguards. 

I am available to provide any further information or documentation required. 

Thank you for your prompt attention to this serious matter.

Company response to consumer: Closed with explanation