Consumer complaint received 2025-07-11 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: NJ

Complaint narrative:
I am writing to formally file a complaint and request your immediate intervention regarding a series of unauthorized transactions that occurred on my Cash App account following the loss of my mobile device. Despite repeated attempts to resolve this matter directly with Cash App Support, I have received no meaningful assistance, only generic responses and procedural roadblocks that have ultimately obstructed justice. 

This letter serves both as a formal complaint and a documented escalation, as I am prepared to pursue all available legal and regulatory avenues should this issue remain unresolved. 

Summary of the Issue After losing my phone in an XXXX, an unknown party accessed my Cash App account and executed numerous unauthorized transactions without my knowledge or consent. The individual sent funds to a Cash App user identified as XXXX XXXX, whom I do not know and have never interacted with. These transferstotaling $ XXXXwere conducted while my device was out of my possession and my account was clearly compromised. 

Unauthorized Transactions : XX/XX/year>XXXX  {$270.00} XX/XX/year>XXXX  {$470.00} XX/XX/year> {$200.00} XX/XX/year> {$97.00} XX/XX/year>XXXX  {$200.00} XX/XX/year> {$270.00} XX/XX/year> {$54.00} XX/XX/year> {$160.00} XX/XX/year> {$300.00} XX/XX/year> {$1300.00} XX/XX/year> {$79.00} XX/XX/year> {$110.00} XX/XX/year> {$900.00} XX/XX/year> {$76.00} XX/XX/year> {$65.00} XX/XX/year> {$650.00} XX/XX/year> {$70.00} Additionally, there are indications that my linked bank account was accessed and manipulated to move funds in and out of Cash App in a manner consistent with fraudulent activity designed to cover tracks. 

Mishandling by Cash App Despite notifying Cash App of the breach and filing formal disputes for these unauthorized charges, I encountered repeated and obstructive issues : My account was closed shortly after submitting dispute requests. 

I was then instructed to verify my identity via ID upload within two weeksa process made impossible due to my accounts closure.

Because I was unable to verify my identity due to their systems own limitations, my claims were automatically denied without any actual investigation. 

When I requested a clear explanation or evidence behind the denial, I was sent a generic XXXX  of the disputed transaction and told this was the tool used to make a decision. 

Cash App support provided no direct answers, no evidence of a thorough investigation, and offered only copy-pasted replies that failed to address my specific circumstances. 

My Requests I am formally requesting the following : A full and proper investigation into the unauthorized transactions listed above. 

Recovery and reimbursement of the full {$5200.00} in fraudulent transfers. 

Accountability from Cash App for closing my account during a pending fraud investigation and for their failure to provide a legitimate appeals process. 

A review by the CFPB of Cash Apps inadequate fraud procedures and customer support practices. 

This situation has caused significant financial and emotional distress. Cash Apps lack of proper fraud prevention, its systems loopholes, and its dismissive support process are unacceptable for a financial service provider handling millions of users funds. 

I urge the Consumer Financial Protection Bureau to take swift and decisive action to investigate this matter and hold Cash App accountable for its failure to protect consumers and to comply with fair dispute handling procedures. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation