Consumer complaint received 2025-12-24 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:
My name is XXXX XXXX XXXX ( XXXX ). I am filing a formal complaint regarding Cash Apps handling of a disputed transaction and failure to follow required dispute and error-resolution procedures. 

I have owned and operated a XXXX XXXX business for over ten years. On XXXX, I received a {$170.00} payment through Cash App from a client for XXXX  services that were fully rendered and completed. The payment was authorized, and the client raised no complaint, refund request, or dispute at the time of service or afterward. I remember this new client because she was last-minute referred to me, and she had stated that she was needing a hair style because she had an unpleasant experience with another stylist prior to coming to my establishment. 

On or about XX/XX/year>, I discovered that the payment had been reversed from my Cash App balance without any prior written notice, explanation, or opportunity to respond. The funds had remained in my Cash App balance and were never transferred to my linked bank account. I became aware of the reversal only after noticing a reduced balance. 

I contacted Cash App support twice on the same day to escalate this issue. Both times, the representatives were uncooperative and unable or unwilling to provide meaningful information. On the second call, I spoke with a representative named XXXX. I requested escalation to a supervisor, documentation supporting the dispute, and clarification of the policy that allowed funds to be removed for completed services. All requests were denied. 

I offered to provide substantial supporting evidence, including screenshots of the Cash App transaction, and photographs of the client after the completed hairstyle. Cash App refused to accept or review this evidence and would not escalate my case. I was told only that a supervisor would be emailed to review the issue, but no one contacted me, despite being told a callback would be prioritized. 

Cash App informed me verbally that the client initiated the dispute through her bank but refused to provide any details about the bank or the basis of the dispute, leaving me without a meaningful avenue for recourse. Instead, I was repeatedly referred back to the client, who has not responded to my attempts to contact her. 

I believe Cash App improperly removed funds from my account balance without notice, failed to provide a fair dispute process, and failed to comply with required federal error-resolution standards. Having exhausted all reasonable efforts with Cash App directly, I am submitting this complaint to request regulatory review and appropriate corrective action. 

Even after I told CashApp support that I would go to CFPB due to their lack of prioritization, their stance did not change. I also told them I was aware of their recent agreement with CFPB regarding their prior practices of not being fully compliant to standard dispute processes. The lack of attentiveness prompts me to go to you for recourse.

Company response to consumer: Closed with explanation