Consumer complaint received 2026-05-28 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: SC

Complaint narrative:
I am filing this complaint regarding two unauthorized Cash App transactions and the handling of the related disputes by both Cash App and XXXX XXXX. Summary of the Fraud On the morning of XX/XX/2026, I received multiple alerts from Cash App and XXXX XXXX. Cash App notified me that a new device had been added to my account at XXXXXXXX XXXX, followed by two unauthorized payments of {$960.00} and {$950.00}. Additional attempts were made but declined by XXXX XXXX due to insufficient funds. I immediately contacted Cash App. They informed me that the payments were sent to an individual named XXXX from a device located in XXXX XXXX XXXXXXXX. Cash App removed the unauthorized device at XXXXXXXX XXXX instructed me to change my email password, and opened a dispute, case # XXXX. At the same time, my husband contacted XXXX XXXX ( Claim # XXXX ) to report the fraud, cancel the compromised card, and file a dispute. XXXX XXXX and Cash App Responses On XX/XX/2026, XXXX XXXX issued a provisional credit of {$1900.00}. Throughout this period, we had numerous calls and emails with both institutions to provide and request information. On XX/XX/2026, Cash App denied the dispute, stating that Visa had determined the transactions were authorized because the name, email, and IP address matched my information. This contradicted what Cash App told me earlierthat the transactions originated from a phone in XXXX XXXX XXXX. XXXX XXXX then notified us that the provisional credit would be withdrawn on XX/XX/2026. Reopened Claims and Conflicting Information We reopened disputes with both Cash App and XXXX XXXX and requested all documentation used in XXXX XXXX decision. On XX/XX/2026, during a call with Cash App, a representative ( XXXX ) informed me that Cash App had determined my account was compromised and that the two disputed transactions had been refunded on XX/XX/2026, to the card originally used. Because the account had been closed, he could not provide a statement, but he did send an email he personally wrote, confirming that Cash App had reversed the transactions to the bank. I provided this information to XXXX XXXX, and they opened a new claim ( # XXXX ) and issued another provisional credit. However, on XX/XX/2026, XXXX XXXX stated they found no evidence of a refund and would withdraw the provisional credit on XX/XX/2026. Documentation Received and Errors Identified On XX/XX/2026, we received the documentation from XXXX XXXX related to the original claim. XXXX XXXX denied the transactions as fraudulent based on Visas assertion that the sender, my name, initiated the payments using the following details : Phone number : mine Email : mine IP address : XXXX * ( NOT MINE ) The IP address listed is not mine. My actual IP address which we provided and which could have been easily verified. Additionally, Cash App had already confirmed that the transactions originated from a device in XXXX XXXX XXXX, not from my location.

Company response to consumer: Closed with explanation