Consumer complaint received 2026-01-21 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: CA

Complaint narrative:
This is a serious case of Regulation E violations and UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ). Under federal law ( the Electronic Fund Transfer Act ), once you notify a financial institution of an error, they are legally required to conduct a " good faith '' investigation. Hanging up on a customer mid-report and misfiling disputes to trigger automatic denials are direct violations of these protections.

Below is a structured draft for your CFPB complaint. You should copy and paste this into the " What happened? '' section of the CFPB Complaint Portal.

CFPB Complaint : Cash App ( Block, Inc. ) Issue : Improperly handled credit card or prepaid card fraud / Violation of Regulation E Claim Amount : {$15000.00} Detailed Description : I am filing this complaint against Cash App ( Block , Inc. ) for multiple violations of Regulation E, systemic agent negligence, and the wrongful closure of my account ( XXXX XXXXXXXX ) in an attempt to avoid liability for {$15000.00} in unauthorized transactions. 
1. Failure to Accept Notice of Error ( Regulation E Violation ) Between XXXX and XX/XX/XXXX, I discovered 53 unauthorized transactions totaling over {$15000.00}. I attempted to report these via chat support immediately, but was told I had to wait 1014 days for " pending '' charges to clear. When I finally reached a phone agent on XX/XX/XXXX, the agent refused to complete the report after XXXX minutes, stating they " were not allowed to stay on the phone that long, '' and hung up on me. By refusing to document the full list of unauthorized transactions, Cash App failed in its legal duty to accept a consumers notice of error. 
2. Agent Negligence and Falsified Records The agent I spoke with on XX/XX/XXXX misfiled my dispute. Instead of reporting the 53 unauthorized transactions I identified, the agent filed disputes for my authorized recurring bills ( utilities and rent ). This caused Cash Apps automated system to cross-reference my history, see that I usually pay those bills, and " auto-deny '' my entire claim as " consistent with past spending. '' This was a direct result of agent error/malice, which I have attempted to correct for 10 months without success. 
3. Wrongful Account Closure and Identity Verification Issues Cash App closed my account in XX/XX/XXXX claiming I failed to " verify my identity, '' despite being a verified user since XXXX. Later, they changed their reasoning, stating the account was closed for " fraudulent activity '' referring to the very fraud I reported. Cash App is using account closure as a tool to block my access to transaction history and avoid refunding stolen Social Security funds. 
4. Evidence of Travel Fraud and Data Breach I have provided Cash App with a XXXX Police Report ( # XXXX ) and proof of a XXXXFBI data breach notice. The fraudulent charges include high-dollar travel expenses in XXXX XXXX and XXXX XXXX CA, while I was physically in XXXX with my card in my possession. No human investigator has reviewed the geographical impossibility of these charges. 
Desired Resolution : * A full manual human audit of the XXXX transactions listed in my provided " Master List. '' * A refund of the {$15000.00} in unauthorized transactions as required by Regulation E.

* A refund of " Business Fees '' improperly charged to my personal account since XXXX. 
* Reinstatement of my account or a formal letter clearing my name of " fraudulent activity '' so I can maintain banking elsewhere. 
How to handle the " Master List '' and Attachments * XXXX ( The list of XXXX charges ). 
* The XXXX Police Report ( Showing you reported this as a crime ). 
* The FBIXXXX Data Breach Letter ( Proving you are a victim of identity theft ). 
* A screenshot of your Identity Verification ( If you can still get into the app ) or an old email from Cash App confirming you were verified in XXXX.

Company response to consumer: Closed with explanation