Consumer complaint received 2025-07-02 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: DC

Complaint narrative:
To Whom It XXXX Concern, I am writing to formally escalate an unresolved issue with Cash App ( Block, XXXX ) regarding multiple unauthorized transactions that occurred while I was traveling internationally. Despite timely notification, multiple emails, and a clear request for dispute resolution and documentation, I have received conflicting and vague responses from Cash Appresponses that are inconsistent with their own terms of service and the Electronic Fund Transfer Act ( XXXX ). 
Summary of the Issue : Incident Date : XX/XX/year> Incident Location : XXXX de XXXX, XXXX XXXX of Issue : Phone stolen XXXX ID compromised Unauthorized access to financial platforms including Cash App Immediate Action : I XXXX  Cash App on XX/XX/year>, from a friends email address to report the incident and request account lockdown. 
A police report was filed in XXXX. 
Resulting Losses : Unauthorized transactions occurred, including liquidation of my XXXX holdings and payments to unfamiliar parties ( approximately XXXX ) I disputed these charges and requested an appeal after being denied, but received only vague or conflicting updates. 
Despite my clear attempts to follow Cash Apps dispute procedures, I have received : Denials without proper documentation explaining the basis for the rejection ; Contradictory communications about the status of my account and appeal ; Claims that I violated Cash Apps terms of service, without specifying which terms were allegedly breached. 



This not only violates Cash Apps own User Agreement but XXXX also constitute a failure to comply with federal regulations under the Electronic Fund Transfer Act, which requires a reasonable and documented investigation of disputed transactions. 
I am seeking your assistance with the following : XXXX. Support in requesting that Cash App provide clear, written documentation of the investigation conducted and the reasons for denial, per XXXX obligations. 
XXXX. XXXX to ensure Cash App honors consumer protections against unauthorized transactions and does not arbitrarily deny disputes or close accounts without proper cause. 
XXXX. An investigation into whether Cash App has demonstrated a pattern of mishandling disputes, in violation of their regulatory obligations, especially considering recent CFPB and state-level enforcement actions. 
Relevant Background : In XX/XX/year>, the CFPB ordered XXXX XXXX parent company , Block Inc., to pay {$170.00} XXXX due to systemic failures in handling unauthorized transactions and customer disputes. 
These actions emphasize the need for improved accountability and fair treatment of consumersespecially in cases like mine, which involve clear evidence of fraud and prompt reporting. 
I am committed to resolving this professionally, but I am equally committed to ensuring that platforms like Cash App are held accountable to the standards they advertise and the laws they are required to follow. I would appreciate any support, guidance, or action your office can take to help resolve this issue and prevent further harm.

Company response to consumer: Closed with explanation