Consumer complaint received 2025-05-10 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: CO

Complaint narrative:
On XX/XX/year>, I initiated a cash-out transfer of {$410.00} from my Cash App account. I expected the funds to be deposited into my linked bank account. However, the money was instead deposited to a debit card ending in XXXX, which I do not currently recognize, possess, or have any access to. 

After contacting Cash App support multiple times, I was informed that the transaction was processed successfully and the dispute was closedwithout a full investigation or proper resolution. I explained to them that although its possible I may have linked this card in the distant past, I have no memory or record of it now and it is not connected to any account I currently use or control. 

I contacted the bank that received the fundsPathward, National Associationbut they informed me they can not assist without specific details such as : If ACH : full routing number, account number, and trace number. 
If card transaction : full XXXX debit card number. 

XXXX also stated that only Cash App, as the originator, can request a reversal, and they would need to submit a XXXX of XXXX along with the reversal request via fax to their team. Despite repeated requests, Cash App has refused to take this step or provide the necessary transaction details. 

I am seeking the XXXX XXXX XXXX XXXX help to get Cash App to either ( a ) provide the full transaction details needed by XXXX, or ( b ) submit the required documents to initiate the reversal process and return my funds. 



Issue Summary : I am requesting the assistance of the Consumer Financial Protection Bureau in recovering funds from a Cash App transaction that were mistakenly deposited to a debit card I currently do not recognize, do not have access to, and can not identify. Despite repeated efforts to resolve the matter with Cash App, they have refused to provide the information required to trace the transaction or initiate a reversal. 



Details of the Problem : On XX/XX/year>, I initiated a cash-out of {$410.00} from my Cash App balance. The funds were sent to a debit card ending in XXXX. I do not currently recognize this card, I do not have it in my possession, and I have no access to any account linked to it. It is possible that I may have linked this card to my Cash App account in the distant past, but at this time, I have no memory, access, or documentation of it. 

When I initiated the cash-out, I mistakenly assumed that the money would be deposited into my currently linked and active bank account. I did not realize that an outdated or unknown card might still be listed in my Cash App settings. 

Upon discovering that the funds were sent to a card I do not control, I contacted XXXX, XXXX XXXX, the bank associated with the card ( according to Cash App ). XXXX informed me that they can not assist without full transaction details, including either : For card transactions : the full XXXX card number, or For XXXX XXXX : the XXXX routing number, account number, and XXXX trace number. 

They also clearly stated that only Cash App, as the originator of the transaction, can provide this information or initiate a reversal by sending a XXXX XXXX XXXX along with a formal reversal request to their fax number ( XXXX ). 

Despite explaining this situation in detail and requesting help, Cash App has refused to provide the required information or initiate a reversal, and has closed the case without resolving the issue. 



What I Am Requesting from the CFPB : I respectfully request that the CFPB : Instruct Cash App to either : 1. Provide me with the full transaction details required by XXXX, or 2. Submit a formal reversal request and XXXX of XXXX to XXXX on my behalf. 
Investigate why Cash App allowed a transaction to go through to an outdated or unrecognized card without confirmation from the user. 
Ensure that Cash App reopens the case and works to recover or reissue my funds. 



Transaction Details : Amount : {$410.00} Date : XX/XX/year> Time : XXXX AM XXXX Transaction Reference Number : XXXX Receiving Bank : XXXX, XXXX XXXX Last 4 digits of card : XXXX My XXXX XXXX $ XXXX : $ XXXX

Company response to consumer: Closed with explanation