Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: NY

Complaint narrative:
I am writing to formally report two unauthorized electronic fund transfers from my Cash App balance that occurred on XX/XX/year> : {$850.00} to XXXX  at approximately XXXXXXXX XXXX XXXX {$150.00} to OnePay at approximately XXXXXXXX XXXX XXXX  I did not authorize these transactions. I did not share my Cash App PIN, XXXX XXXX details, or login credentials with anyone. 

I immediately reported this to Cash App Support and requested that these be treated as unauthorized transfers under the Electronic Fund Transfer Act ( Regulation E, 12 CFR Part 1005 ). However, Cash App has refused to properly classify or investigate my dispute. Their responses have included : They started by stating they could not act because the transfers were pending, but an hour later, they claimed the transactions were completed, but directed me to contact the merchant ( XXXX ). XXXX has no way to trace or track the transaction without identifying information. Cash App is refusing to provide me with the transaction details that would be necessary for the merchant to locate the charges.

After clearly asking several times, they logged my case as a general complaint rather than a Regulation E dispute. And then closed the case with a message that they had thoroughly investigated, despite never opening a proper Regulation E dispute or providing a case number.

These actions, or lack thereof, are inconsistent with Cash Apps obligations under Regulation E. Once notified, they were required to open a dispute and begin an investigation promptly, regardless of whether the transactions were pending or finalized. They have been giving my information based on their policy and then contradicting it in the same chat window. They blantantly acknowledged that they were bushing me off to deal woth it on my own with the merchant while refusing to give me the neccessary information I would need to successfully communcate witht the merchant. 

The Cash App representative concludes with, " I get where the confusion starts since you need more information for the merchant to look into this transaction, Mo. I would feel the same way, Mo. As much as I want to provide more details and tried all possible options and alternatives regarding this pending transaction but I am limited to what I can provide. '' I have already filed an FTC Identity Theft Report, XXXX XXXX. XXXX, and will also be filing a police report this evening.

Requested Resolution Require Cash App to classify this case as a Regulation E unauthorized transfer dispute.

Provide me with a dispute case number and conduct an investigation within the statutory timelines. 

Reimburse me if these transactions are finalized and confirmed unauthorized. 

Provide confirmation of what steps Cash App will take to secure my account against further compromise. 

Supporting Evidence I am prepared to provide the following supporting documentation : Screenshots of the unauthorized {$850.00} and {$150.00} transfers. 

Screenshots of Cash Apps refusal to act while pending. 

Screenshots of contradictory responses ( claiming completed but deflecting to the merchant ). 

Screenshots showing Cash App refused to provide transaction details. 

Screenshots of misclassification as a complaint.

Screenshots of the final closure message.

FTC Identity Theft Report confirmation ( Ref. No. XXXX ). 

Police report ( once filed ). 

I respectfully request that the CFPB review this matter and ensure that Cash App complies with Regulation E by opening a proper dispute and reimbursing me if these transfers are confirmed unauthorized. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation