Consumer complaint received 2025-10-17 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: PA

Complaint narrative:
I tried to send a payment of {$710.00} to XXXX XXXX by Cash app on XX/XX/year> at XXXX. This is the person I used to pay before. However, the Cash app appeared a name XXXX and I pressed paid {$710.00}. As soon I saw the payment to a stranger name XXXX XXXX ( XXXX XXXXXXXX ) on my Cash app screen, and I called Cash app immediately to cancel the payment. At that time, on my Cash app activity still showed the payment is pending ; but I don't have an option to cancel the payment. I called and contacted cash app support to cancel the payment and asked a refund of {$710.00} to me. Cash app customer service told me that that could not cancel the payment even it just happened a minute ago. Cash app told me to contact XXXX XXXX to ask for a refund. But I don't have this stranger XXXX XXXX phone number, email address or mailing address. The only option I can send a requested is through Cash app. I sent a refunded request to XXXX XXXX on XX/XX/year> at XXXX ; but until now I never get a response. I tried to send another request to XXXX XXXX again ; and Cash app was unable to deliver a request cash from XXXX XXXX. I have called, emailed and chatted with Cash app customers service to request helps to get my money back. Cash app is a good listener; but there is no support action. Cash app manager has replied to me that Cash app doesn't contacted XXXX XXXX on behalf of me or refund my money. Cash app closed my dispute cash on XX/XX/year> without resolving the issue. I called, emailed Cash app again to ask them to re-open the dispute case. Every time I does it ; Cash app customer service told me to use the app to start a dispute case. I started a new dispute case ; and Cash app told me to provide more information. I don't have more information because I don't know this person, XXXX XXXX. I don't know why XXXX XXXX appeared on my Cash app pay list. I doubt that cash app has allowed strangers to access to my account without permission. Many names appear on my Cash app pay list and I don't have their phone numbers. I think that Cash app has failed to maintain my privacy and fail to provide useful customer service. Cash app is a party for the connection of the transaction ; and Cash app refused to resolve the problem when there is an error occurred on the app. I got scammed {$710.00} ; and who is responsible for my lost? The money is coming out from Cash app account and Cash app should resolve the problem, either contact the stranger on behalf of me ; or either refund my money just like XXXX or XXXX. I feel upset when every time I chat with Cash app support because they need me to start a dispute case again. They said there is no ongoing dispute case on my account while I am disputing {$710.00} from XXXX XXXX and try to get my money back. Financial institution normally provide help to get money back when there is a dispute. But Cash app has failed to protect consumer right and failed to provide useful help! CFPB Please help me to contact Cash app ; and help me to get my money back! Thank you so much for your help!

Company response to consumer: Closed with explanation