Consumer complaint received 2026-03-18 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: TX

Complaint narrative:
Full legal name : XXXX XXXX XXXX XXXX XXXX current account : ( COMPROMISED ACCOUNT ) Forever Nesh $ XXXX : $ XXXX All phone number/ email address XXXX XXXX XXXX XXXX / Email : XXXX Current zip code, XXXX ( FULL Address XXXX XXXX XXXX apt XXXX XXXX Tx XXXX last XXXX digits of the linked debit card or Cash Card, CASH APP CARD ENDING IN XXXX A FORMAL DISPUTE/REFUND NOTICE The company Cash App/Block XXXX has been my `` XXXX '' for 4years, I became a valued member, never had an issue until now. After removing myself from a DV relationship w/ XXXX for the sake of our kids and I, He grew upset over time and on XX/XX/XXXX XXXX XXXX into my new home and attached me while asleep. In the midst of calling law enforcement, he snatched my phone and escaped my home with my device. I ran to neighbors for help reconnecting with law enforcement to report the attack and theft of my phone, XXXX enforcement came out and I pressed charges on XXXX for the theft of my XXXX. On XX/XX/XXXX I checked my email from my work desktop and noticed numerous alerts from cash app for emails and phone numbers being linked/unlinked from my account which concluded XXXX had XXXX over my cash app account using my phone that was reported stolen the day prior. I then grabbed my XXXX and pulled up cash app and realized unexpectedly my gov tax refund was deposited that morning which was about a week earlier than the expected date on the XXXX website ( XX/XX/XXXX was the XXXX on XXXX ), however after discovering the deposit I noticed XXXX had completed XXXX separate transactions XXXX for {$6000.00} and XXXX for {$700.00} which majority was the funds deposited that morning from my tax refund XX/XX/XXXX at XXXX. He used my stolen device to access my cash app account and he sent funds to himself to his own personal cash app and once realizing what he'd done I contacted law enforcement immediately as well as cash app, once law enforcement arrived she scanned through the transactions took pictures and proceeded to contact XXXX via phone on his own personal device to see if he would return my phone and the funds that he had stolen and instead he hung up on the XXXX and she then wanted to gain proof the cash app acct were the funds were sent actually belonged to XXXX so deputy XXXX XXXX pulled out her own personal device and pulled up her own personal cash app on her device and looked up the phone number she had just spoken to XXXX on which was XXXX and that exact cash app were the funds were sent popped up including his government name XXXX XXXX and the cash app were the funds were received was connected to XXXX known phone number which is also link to a lot of XXXX criminal history records/ probation records and etc. The XXXX then contacted her sergeant and the DA to request the additional theft charges for the XXXX unauthorized transactions to be filed attached to the prior theft case the day prior for the theft of my phone. The XXXX approved the filing of the charges within XXXX mins and issued an immediate warrant for XXXX arrest. At that point cash app support was on the call with me and requested info from myself as well as the deputy XXXX XXXX on the scene and we both provided cash app support rep with case Id numbers for police reports for both the theft of my XXXX and the theft of unauthorized funds totaling {$6700.00}. Before the XXXX XXXX, she confirmed charges had been filed and a warrant was issued. I was then told by the Initial Cash app rep on the call that a refund/dispute would be resolved-by XX/XX/XXXX however the dispute for the XXXX unauthorized transactions made by XXXX were denied on XX/XX/XXXX so I did an appeal XX/XX/XXXX providing pictures of the police case ID # for the XXXX charges relating to the theft of my XXXX XXXX {$6700.00}, plus screenshots of communication with law enforcement as well as my apartment complex because he had broken the front window screen to get into my home. On XX/XX/XXXX the appeal was denied as well. I contacted Cash app support explaining the toll this was taking on me, I wasn't able to pay XXXX rent the lights were disconnected I had to get help from resources given by law enforcement to pay the electric bill, and the cash app support rep on the call stated they are denying my dispute because I had history with XXXX so it looks authorized to the company, however I explained we have XXXX together XXXX and when we were coparenting prior to XX/XX/XXXX I would send him money for my kids while they were with their dad or he would send me money for the kids through cash app so that we both had record of our transactions for the attorney general child support when we go up for review showing we are both equally financially supporting the kids when they are in the other parents custody, however even the history prior to this event I have never sent XXXX that kind of amount of money ever. XXXX had a previous cash app that i had history with for or OAG records that was used for years however the cash app he used to send my funds to i had XXXX failed transactions with as history but no real history because it was a newly made cash app he created recently I also let the cash app rep know that XXXX not disputing any of the history transactions with XXXX that I actually authorized or did on my own will XXXX specifically disputing the XXXX unauthorized transactions that were done by XXXX after the attack and theft of my phone because I didnt authorize it or have any knowledge hed taken over my cash app until after the fact. I'd like for cash app to refund me for the XXXX unauthorized charges for the total amount of {$6700.00} and Id like to never do business with the company after being treated so poorly and unfairly after-providing enough equivalent information / proof from myself as well as law-enforcement documents to prove the unauthorized charges were not rightfully made by me or authorized by me and I still got denied of my rights for a proper investigation of my acct and denied of the refund and treated poorly as if I was the criminal in this case or as if XXXX didnt already cause XXXX hurt and chaos in my life financial and mentally. Ive banked with cash app through XXXX XXXX for XXXX now, I get all funds deposited biweekly and monthly roughly XXXX monthly from my job/OAG/commission etc and I'm very XXXX XXXX have been treated like this and Ive never even realized the horrible customer service they provided until I was put in this situation and its horrible to be going through enough mentally and physically and then be treated as XXXX being punished by my main source for banking financial institution.

Company response to consumer: Closed with explanation