Consumer complaint received 2025-03-17 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: CA

Complaint narrative:
This is an extension of complaint ID XXXX original complaint : Someone introduced themselves as an XXXX agent and offered me discounted friends and family season passes. I paid them through cashapp and later learned that had been committing credit card fraud and my XXXX  was revoked with no refund or replacement. I disputed the charge on cashapp and submitted evidence and was denied with no explanation. 

I also submitted a dispute through my bank ( XXXX  XXXX XXXX ) that also denied the claim because they said the responsibility was with cashapp to make things right. 

I also reached out to the use that scammed me using a different phone # and they were very rude in response cashapp responded with : Based on the information provided within your complaint we have identified that your complaint is related to the recent Consent Order between Cash App and the Consumer Financial Protection Bureau. Cash App has reached an agreement with the Consumer Financial Protection Bureau to resolve a matter principally related to certain aspects of Cash App 's historical customer service program. The historical issues raised in this agreement do not reflect the Cash App experience today. We are dedicated to our investments in maintaining and enhancing our industry-leading standards. The agreement with the CFPB includes compensation for certain affected Cash App consumers. If you are an affected consumer entitled to compensation, we will contact you with more details as soon as we have more information to share. You do not need to do anything at this time to obtain redress ( including potential compensation ), which also means you do not need to file a complaint with the CFPB. In regards to the settlement, Cash App will continue to update our XXXX XXXX [ https : XXXX ] as more information becomes available. You can call us at XXXX, or contact XXXX XXXX in the app. If our assessment of your complaint is incorrect and your grievance is unrelated to the consent order and subsequent settlement please either escalate your complaint with our XXXX XXXX team through the app, or provide us with the following information through the CFPB so that we can appropriately address your concerns. Helpful information could include : * What is the $ cashtag, email address and/or phone number connected to the account in question? * What are the dates and amounts of the transactions in dispute? * What is the reason for the dispute? If you have any additional information that XXXX help our team investigate your complaint, such as the merchant name or recipient of the payment, receipts or invoices, etc, we encourage you to reply with those details. This information is not required, but will be reviewed and XXXX help to support your claim. 

I responded with : I do not feel anything is resolved. You just informed me of a vague " consent order '' which I XXXX or XXXX not be a part of. This does nothing to address my concerns. Is there a way to verify if I am a part of this consent order? Is there assurances that I will eventually get reimbursed from the scam that I sent clear evidence of? I sent over plenty of evidence of the scam. Why is it not possible to simply reverse the transaction so I can have my funds returned? 

I also did as instructed and escalated my complaint through the app and was emailed a response that supposedly explained why my dispute was denied. However, the email was not informative at all and simply listed the original transaction as evidence with no further explanation. I was also given no update or information about the " consent order '' as I requested. So even with following the instructions cashapp provided me, I still have no answers and no assurances. I attached all recent correspondences

Company response to consumer: Closed with explanation