Consumer complaint received 2025-10-28 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: SC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Email : XXXX Phone : ( XXXX ) XXXX XXXX To : XXXX Resolutions Department Block , Inc. ( Cash App ) XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXXXXXX Subject : FORMAL COMPLAINT UNAUTHORIZED ACCOUNT ACTIVITY & VIOLATION OF REGULATION XXXX Cash App Cashtag : XXXX XXXXXXXX Case/Dispute Numbers : XXXX, XXXX, XXXX To Whom It May Concern : I am submitting this formal complaint regarding Cash Apps failure to comply with federal consumer protection laws under Regulation E ( 12 CFR Part 1005 ) of the Electronic Fund Transfer Act. My account was unlawfully accessed, funds were removed without my authorization, and despite acknowledging the account was compromised, Cash App closed my account on the date my refund was due rather than returning my stolen funds as required by law. 

Summary of Incident On or around XX/XX/XXXX, my Cash App account associated with Cashtag XXXX XXXX was hacked and accessed without my authorization. 
A total of {$690.00} in funds was removed from my account without my permission. 
Unauthorized requests were also sent to my contacts, clearly demonstrating fraudulent compromise. 
On XX/XX/XXXX, I filed formal disputes with Cash App under case numbers XXXX, XXXX, and XXXX. 
During the investigation, a Cash App disputes representative confirmed that my account had been compromised. 
I was informed the investigation could take up to 45 days, in compliance with Regulation E. 
Instead of reimbursing me at the end of this investigation period, I received an email on XX/XX/XXXX, stating that my account was being closed due to fraudulent activitythe same activity that Cash App previously acknowledged was unauthorized and not conducted by me. 

This appears to be a direct attempt to avoid issuing the legally required reimbursement.

Legal Basis Regulation E Violation Under Regulation E, Cash App is obligated to : 1. Investigate unauthorized electronic fund transfers in a timely manner ; 2. Provide provisional credit within 10 business days if the investigation is not complete ; 3. Issue a final determination within 45 days ; and 4. Return funds to the consumer if the transfer was unauthorized, which has already been acknowledged in this case.

By closing my account on the date reimbursement was due, Cash App violated my consumer rights under federal law and failed to complete its legal responsibility to make me whole.

Requested Remedy I hereby demand : 1. Immediate reimbursement of {$690.00} for the unauthorized transactions.

2. Written confirmation acknowledging that my account closure was improper and will not negatively affect my financial standing.

3. Either reinstatement of my account or immediate payment of the refund via an alternative method.

4. A full explanation of the investigative findings, as required by Regulation E, including documentation of your internal conclusion that my account was compromised.

Notice of Escalation If this matter is not resolved within 10 business days, I will proceed with filing formal complaints with : The Consumer Financial Protection Bureau ( CFPB ) The Office of the Comptroller of the Currency ( OCC ) regarding Cash Apps banking partners State and federal authorities My legal counsel for recovery of damages and violation of federal law Conclusion I expect prompt resolution and written confirmation. Cash App has acknowledged that the activity was unauthorized, and therefore the law is clear : my funds must be returned. 

Sincerely, XXXX XXXX Attachments : Dispute confirmations Email showing account compromise acknowledgment

Company response to consumer: Closed with explanation