Consumer complaint received 2026-04-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: FL

Complaint narrative:
I am writing to formally notify you of serious concerns regarding deceptive and misleading conduct by your customer service representatives in relation to my account and disputed transactions. On multiple occasions, Cash App agents provided false statements regarding the status of my refund, specifically asserting that a refund had been processed when, in fact, no such refund was issued. This constitutes a clear misrepresentation of material facts and has caused me financial harm, confusion, and unnecessary distress. Such conduct may violate federal and state consumer protection laws, including but not limited to : * The prohibition against unfair or deceptive acts or practices under Section 5 of the Federal Trade Commission Act ( 15 U.S.C. 45 ), which forbids companies from engaging in misleading or dishonest behavior toward consumers. * State-level Deceptive and Unfair Trade Practices Acts, which prohibit false representations and deceptive business practices. * Consumer protection laws prohibiting fraudulent misrepresentation and false statements made in connection with financial transactions. Providing knowingly false information about a refund status is not a minor errorit is a deceptive practice that interferes with my rights as a consumer to accurate, truthful information regarding my funds. I demand the following actions be taken immediately : 1. A full and accurate accounting of all disputed transactions. 2. Immediate issuance of any and all refunds owed to me. 3. A written explanation addressing why false information was provided by your representatives. 4. Assurance that corrective measures are being implemented to prevent further deceptive conduct. Please be advised that I am actively preserving all evidence, including chat transcripts, account records, and communications demonstrating these misrepresentations. If this matter is not resolved promptly, I am prepared to take the following actions without further notice : * Filing formal complaints with federal and state regulatory agencies * Initiating legal proceedings for damages resulting from deceptive practices and misrepresentation * Publicly disclosing documented evidence of these actions to inform and protect other consumers This letter serves as a formal opportunity for Cash App to resolve this matter before escalation. I expect a written response within a reasonable timeframe. Being repeatedly misled about the status of my own money has caused anxiety, frustration, and emotional trauma. I relied on the accuracy of the information provided by your representatives to manage my financial obligations. Instead, I was given false assurances, which negatively impacted my ability to make informed decisions and created unnecessary stress and hardship. Such conduct may violate federal and state consumer protection laws, including but not limited to : * The prohibition against unfair or deceptive acts or practices under Section 5 of the Federal Trade Commission Act ( 15 U.S.C. 45 ), which forbids companies from engaging in misleading or dishonest behavior toward consumers. * State-level Deceptive and Unfair Trade Practices Acts, which prohibit false representations and deceptive business practices. * Laws prohibiting fraudulent misrepresentation and false statements made in connection with financial transactions. Providing knowingly false information about a refund status is a deceptive practice that interferes with my rights as a consumer to receive accurate and truthful information regarding my funds. Failure to address this issue appropriately will leave me no choice but to pursue all available legal remedies.

Company response to consumer: Closed with explanation