Consumer complaint received 2024-08-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: IN

Complaint narrative:
Subject : Formal Complaint Against CashApp for Unfair Practices and Poor Customer Service Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against CashApp for their unfair treatment, inadequate customer service, and refusal to address unauthorized charges on my account. 

In year XXXX, I noticed many unauthorized transactions on my CashApp account. I immediately contacted CashApp 's customer service to report these fraudulent charges and to seek assistance in resolving the matter. However, I was met with unresponsive and dismissive behavior. CashApp refused to acknowledge or assist with the unauthorized charges, leaving me with no option but to dispute the charges with my bank. 

Due to CashApp 's failure to address the issue, my account incurred a negative balance and my assets were liquidated. What is even more concerning is that CashApp employees are reportedly advising customers who have disputed charges with their banks to pay off the negative balances on their CashApp accounts after receiving settlements from any ongoing lawsuits, case no : XXXX, related to these unauthorized transactions. I find this practice to be completely appalling and outrageous. I am a claimant and I contacted CashApp support today to get my account information for accurate reporting and claim filing. The CashApp account was closed by them because I ultimately had to file unauthorized charges with my bank. Although I provided proof of my claim, CashApp refused to acknowledge it, even saying they did not even see the transactions I was disputing on my account. 

As a consumer, I expect a higher standard of service and accountability from financial institutions like CashApp. Their refusal to assist with unauthorized charges and their attempts to coerce customers into paying negative balances under these circumstances are not only unfair but also deeply troubling, and very frankly, appalling. 

Case synopsis : A settlement has been reached in a class action lawsuit against Block, Inc. ( Block ) and Cash App Investing, LLC ( Cash App Investing ) that alleges that Block and Cash App Investing were negligent and breached other obligations to users when a former Cash App Investing employee accessed account data without permission in XXXX and when an unauthorized user accessed certain Cash App accounts in XXXX using recycled phone numbers that were linked to the accounts. Plaintiffs further allege that Block and Cash App Investing were negligent and breached other obligations to users when they failed to implement appropriate controls to prevent unauthorized access to and use of Cash App accounts and when they mishandled and failed to adequately resolve customer complaints regarding unauthorized and unintended transactions. 

Why would I pay them for unauthorized charges that was caused by their negligence, dishonesty, cruelty, rude, unethical employees and clearly proven security breaches? Is that even legal for them to suggest? I will be reporting them to other Consumer Protection Agencies as well. 

I urge the CFPB to investigate CashApp 's practices and hold them accountable for their failure to provide adequate customer service and protection against unauthorized charges. Consumers deserve to be treated with respect and fairness, and CashApp 's current practices fall far short of these expectations. 

Thank you for your attention to this matter. I look forward to your prompt response and action. 

Sincerely, XXXX

Company response to consumer: Closed with explanation