Consumer complaint received 2025-11-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: MI

Complaint narrative:
Subject : Unresolved Dispute with Cash App Your Name : XXXX XXXX XXXX Your Contact Information : XXXX ( XXXX ) XXXX XXXX Transaction Dates : XX/XX/XXXX Through XX/XX/XXXX Total Amount : {$1500.00} total Description of the Issue : On XX/XX/XXXX, my phone was lost/stolen during a weekend stay at " XXXX XXXX XXXX XXXX XXXX '' for a wedding party. During the time frame it was missing, several unauthorized transactions totaling {$1500.00} were made using my Cash App account that at the time also had my XXXX debit card linked to it for depositing/ moving money between accounts. All of these funds were spent at XXXX online gambling app. Within HOURS... The spending was back to back, hundreds at a time. Neither cashapp, XXXX, or XXXX flagged it as suspicious for whatever reason ... even though my long history with them shows only small transactions of {$25.00} or less, days or even weeks apart at times. 

* * * * Due to licensing and state laws and regulations regarding online gambling, it very clearly states that when a customer is within the boundaries or surrounding areas of any casino property, geofencing must be set in place to prevent any member / customer from accessing any gambling features whatsoever of another casino. As they are not affiliated with XXXX another and it creates a negative impact on their gameplay at the casino they are physically at... Not XXXX cent of my money should have been approved for deposit at betmgm, whilst my phones location clearly showed me physically on the grounds of a competing casino. Not once did my phone ever leave that location. It was literally connected to the wifi at XXXX!!! XXXX violated their own rules and regulations set forth by Federal and State laws. They broke their own terms and conditions in allowing this to occur. I provided cashapp and chime, both, with all of this evidence... Yet, my disputes were denied shortly after I submitted them. I was provided with no real explanation as to why and no documentation of any investigative work on their end, despite my best efforts to obtain them. * * * * I promptly filed disputes with Cash App upon recovering my phone. While a few transactions were refunded, many were denied despite providing substantial evidence, including receipts, location proof, geofencing laws and regulations proving the transactions should not have even been made possible during this time, by law. As well as tons of screen shots, emails and any other relative proof of all the transactions being unauthorized transactions. 

I appealed Cash App 's decision, only to receive a quick rejection and accused of fraud. They canceled my card, locked my account, and informed me they would be closing my account for suspected fraudulent activity.. Following this, I received a confusing email stating my case was won, yet I remain unable to reopen cases to address the remaining losses. Attempts to gain any meaningful response from Cash App have been unsuccessful.

Resolution Sought : I am seeking assistance to recover the remaining funds of {$1500.00} and to ensure Cash App revisits their decision in view of the evidence provided. It makes no sense what so ever to approve few of the many transactions proven as unauthorized during that XXXX hour period. 

Thank you for your assistance in resolving this matter. 

Sincerely yours, XXXX XXXX XXXX

Company response to consumer: Closed with explanation