Consumer complaint received 2025-11-06 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: MI

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting a complaint regarding an unauthorized and fraudulent Bitcoin transaction conducted through my Cash App account. 

On XX/XX/XXXX, I was scammed into transferring Bitcoin through Cash App under false pretenses. I was misled by an individual claiming that the payment would fund materials for an art piece supposedly being created for an upcoming event, and that the artwork would feature my likeness. This individual sent me a fraudulent check and instructed me to forward part of the funds to the supposed artist and supplier. After I complied, the check was returned as counterfeit, leaving me responsible for a loss of {$1400.00}. The remaining held balancewhich I believed would go toward the artwork intended for mewas also removed by the bank once the check was identified as fraudulent. 

Transaction dates : XX/XX/XXXX XX/XX/XXXX Amount : Approximately {$1400.00} Transaction IDs : # XXXX # XXXX # XXXX # XXXX # XXXX Recipient : XXXX I immediately reported the incident to Cash App and requested assistance. However, Cash App declined to investigate or refund the transfer, stating that the transaction was authorized. I believe Cash App failed to comply with its responsibilities under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, which require financial institutions to investigate unauthorized or fraudulent electronic fund transfers, including those involving scams where consumers are induced into sending funds under false pretenses.

I am requesting the CFPBs assistance to ensure that Cash App fully reviews my claim and provides an appropriate resolution, including reimbursement for the fraudulent transfer if warranted.

I have retained screenshots, receipts, and communications documenting : The transaction details My attempts to resolve the issue with Cash App
Messages and instructions from the scammer On XX/XX/XXXX, my banks fraud department ( XXXX ) contacted me after discovering that the deposited check was counterfeit. I explained that I had deposited the check and subsequently transferred funds through Cash App at the direction of the individual who sent it. The bank confirmed the check was fraudulent and advised that I was responsible for the resulting negative balance. They recommended that I document the fraud and report it to both Cash App and the CFPB for further investigation and potential reimbursement.

Since then, I have remained in ongoing communication with my bankboth in person and by phone. The bank has provided written confirmation that the check and related transactions were fraudulent. However, because the funds were transferred through Cash App after the check temporarily cleared, their ability to recover the money is limited. For this reason, they advised me to continue pursuing resolution directly with Cash App and through federal consumer protection channels.

I have maintained records of all communications with the bank, police, and the scammer, including the fraud report reference number and email correspondence, and can provide these upon request.

Thank you for your attention to this matter. I appreciate your assistance in ensuring that Cash App complies with federal consumer protection laws and properly addresses my case. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation