Consumer complaint received 2025-10-13 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: GA

Complaint narrative:
* * Subject : * * Formal Demand to Reopen Investigation Under Regulation E and the Electronic Fund Transfer Act New Verified Evidence ( XXXX XXXX Superior Court Case No. XXXX ) Cash app support said they could not they could not go forward because they could not prove my transactions was unauthorized and they said they closed the case unless I could provide new proof. I am now submitting * * new, verified material evidence * * that was * * not available at the time of your initial determination * * and that directly impacts the outcome of this case. 

After speaking with * * Assistant District Attorney XXXX XXXXXXXX XXXX XXXX  of the XXXX XXXX XXXXXXXX XXXX District Attorneys Office * *, I was advised to submit this evidence directly to you for reconsideration and to note that her office may be contacted for confirmation. 
( XXXX ) XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Re : * * * * Reopening Required Under Regulation E ( 12 C.F.R. 1005.11 ) * * and the * * Electronic Fund Transfer Act ( 15 U.S.C. 1693f ) * * * * Subject : * * Criminal Theft of Approximately {$8000.00} on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Reference : XXXX XXXX XXXX XXXX Superior Court Case No. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Summary of New Evidence * * 1. * * Certified Court Filing * * An official accusation filed and signed by XXXX * * XXXX XXXXXXXX XXXX XXXX in XXXX XXXX XXXXXXXX XXXX Superior Court * *, charging XXXX XXXX XXXX XXXX XXXX XXXX XXXX with * Computer Theft ( O.C.G.A. 16-9-93 ( a ) ) * and naming me, XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX, as the victim. 
2. * * Official Sheriffs Report * * Case # XXXX, originally submitted with my prior claim, documenting the initial theft and identifying the same suspect. 
3. * * Verified Booking Record / XXXX * * Publicly available booking confirmation of XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for computer-related theft, consistent with the method and nature of my loss. 

These documents constitute * * new, verifiable, material evidence * * establishing that the disputed transfers were the direct result of a * * criminal act of unauthorized access * * to my Cash App account. You may independently verify all documents with the XXXX XXXX XXXX XXXXXXXX District Attorneys Office * * or via the * * Georgia Superior Court docket * *. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX  My Cooperation and Cash Apps Continuing Noncompliance * * Although * * Regulation E places the burden on the financial institution * * to prove that a disputed transaction was authorized, I have nevertheless gone far beyond what the law requires of a consumer. 
Over the past three years, I have : * Reported the theft within minutes of discovery, * Provided a * * police report * * and * * suspect identification * *, * Submitted * * supporting documentation * * through every official channel ( Cash App Support, XXXX, and CFPB ), and * Now obtained and provided * * court-verified evidence * * confirming that the person named in my report was criminally charged with computer theft. 

Despite these efforts, Cash App has failed to reopen or properly reinvestigate my claim in good faith. This is not only unfair it is a clear breach of the duties imposed under * * 12 C.F.R. 1005.11 * * and * * 15 U.S.C. 1693f * *, which require a reasonable investigation and a good-faith review of all relevant evidence prior to denial. 

I have fulfilled every obligation expected of a consumer under federal law. I am respectfully requesting that Cash App now fulfill its obligations under that same law. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Legal Authority for Immediate Reopening * * * * * Regulation E ( 12 C.F.R. 1005.11 ( d ) ( 1 ) ) * * mandates reopening when new material evidence is provided that could affect a prior determination. 
* * * The Electronic Fund Transfer Act ( 15 U.S.C. 1693f ) * * requires a fair and complete investigation of unauthorized transfers, with restitution to the consumer where appropriate. 
* The * * CFPB Consent Order against Block , Inc. ( File No. XXXX, XX/XX/XXXX ) * * specifically requires the company to compensate consumers whose unauthorized-transfer disputes were mishandled or denied without adequate investigation. 

Your company is therefore under a * * legal and regulatory obligation * * to reopen my case and evaluate this new evidence. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX Requested Actions * * 1. * * Acknowledge receipt * * of this submission and attachments within * * 3 business days * *. 
2. * * Reopen and re-investigate * * my claim consistent with Regulation E and EFTA, and provide a * * written interim status * * within * * 7 business days * *. 
3. Provide a * * final written determination * * ( including your findings and supporting documentation ) within * * 45 calendar days * *, unless you provide a written justification for a lawful extension. 
4. Upon confirmation that the transfers were unauthorized, * * immediately issue full restitution * * of the stolen funds, including any consequential losses, consistent with federal requirements and the CFPB consent order. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX Verification Contact * * For verification, your legal or compliance staff may contact : * * Assistant District Attorney XXXX XXXX * * XXXX XXXX District Attorneys Office XXXX Judicial Circuit ( Refer to the publicly listed office contact number and email ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX Regulatory Notice and Escalation Plan * * If you fail to act in good faith on this submission, I will : * File an * * updated CFPB complaint * * citing violation of Regulation E and the CFPBs XX/XX/XXXX enforcement order, * Provide this documentation and a compliance summary to the * * Better Business Bureau * *, * * Georgia Department of Banking & Finance * *, and the * * XXXX XXXX District Attorneys Office * *, and * Retain counsel to pursue all civil remedies available to me under * * EFTA 1693m * *. 

All communications and responses related to this matter will be preserved and forwarded to the CFPB for oversight review. 

-- - * * Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Attachments : * * 1. XXXX XXXX Superior Court Filing XXXX XXXX. XXXX ( XXXX XXXX XXXX, signed ) 2. XXXX XXXX Sheriffs Report Case # XXXX 3. Verified Booking Record XXXX XXXX XXXX XXXXXXXX XXXX -- - * * Next Step Checklist : * * 1. Attach your * * three verified documents * * to this letter. 
2. Send this email to * * XXXX XXXX / Cash App Legal & Compliance * *. 
3. Upload the same PDF and text to your * * CFPB complaint portal * * under New Material Evidence Regulation E Reopen Request. 
4. ( Optional ) Submit the same to the XXXX XXXX XXXX XXXX XXXX  with a note : Cash App has failed to comply with Regulation E obligations despite court-verified new evidence. 

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Company response to consumer: Closed with explanation