Consumer complaint received 2026-06-12 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: OK

Complaint narrative:
Approximately XX/XX/year> I contacted Cash App ( Block Inc ) regarding an account that I couldn't access due to unauthorized account access and my login and account information being changed without consent!! Those reports were ignored multiple times and I was not allowed access to my personal or business accounts. Yes XXXX accounts were accessed unauthorized. Months went by with no success. I contacted Cash App multiple times via phone and email. I was told numerous times that if i had questions pertaining to an account i had to be the rightful owner! Which indeed i was! Approximately 1 year later I was fortunate enough to get a representative via phone that understood and comprehended my issue and luckily I had verified my account to buy XXXX previously and still had the same debit card details for the account and was accessed account access after successfully verifying my personal information with customer service. Upon examination of the account and cross checking personal records vs actual account details that I could see i noticed immediately there was signs of my funds being transferred out of my account into a account that doesn't belong to me, this is the same for both personal business account registered with Cash App, I immediately cancelled my debit card and contacted support to properly file a dispute for the unauthorized transactions and also the transfers from my account. Attempt XXXX was denied and Cash App stated that I myself was responsible for the errors reported and the dispute was denied! I took necessary steps to appeal the decision and filed the appeal. So during the initial investigation period I took it upon myself to do some initial investigation of my own for my personal record and found information in my past statements that I couldn't access previously, and I was able to find bank account information that was linked to my account and I didn't have personal accounts at none of the institutions!! I took it upon myself to contact the institutions and verified that I was not the account owner but due to privacy protection they could not provide me with any further information regarding the account but they indeed flagged the account owners account for fraud investigation and they were later closed given information by customer service! My interest grew as I was anxious to find out who and why and how i would be able to recover my funds! About XXXX weeks into the investigation, in fact the XXXX day of the provisional period for credit issuance to my account i was attempting to login and contact support regarding the appeal process and decision and was notified in app that i needed to withdraw funds remaining in my account and that it was being closed due to violation of terms and or privacy policy! I was absolutely floored by this message and contacted support and unfortunately no detailed information was provided by customer service, only that the violations would stand and I would not be able to utilize Cash App services any longer. I tried several times appealing the decision with no help or no funds recovered from the dispute ( s ). I was later notified by email and mail that a crypto currency account that I owned was involved in a data breach and my information was indeed obtained. That information was social security number, XXXX., address, and possibly bank account information if linked to the crypto account during the breach. This information answered all questions about who could possibly do that to me if I did not give anyone my personal information nor allowed access to my account! In all my XXXX Cash app accounts were accessed unauthorized along with my personal email accounts and another mobile banking app that I was the owner of as well. I still have all of them this information and the amounts involved were well over {$20000.00} dollars of my hard owned money. I then Saw advertising pertaining to a class act settlement regarding unauthorized account access and Cash App ( Block Inc ). Submitted my information and findings and verification to counsel and I did qualify to become a member! I filed the claim and I received confirmation of the filing. Shortly after I received notification via email that stated that my claim was denied due to deficiency! I appealed the decision within the allowed time to do so and I have yet to hear from claim administrator or receive updates regarding the settlement. I contacted the administrator in charge of the claim for a second time to get general update on the claim process and was told that they couldn't physically check to verify payment but to stay alert and disregard the notice pertaining to denial of the claim as the only way to not receive payment was if i didn't appeal the decision in a timely manner. Which i indeed completed successfully. I only want to be treated like a human regarding this matter and attempt to recover my funds completely. Some type of resolution would be greatly appreciated regarding this matter.

Company response to consumer: Closed with explanation