Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Block, Inc.
State: TX

Complaint narrative:
URGENT : Comprehensive Report of Identity Theft, XXXX XXXX XXXX, and Malicious Account Termination Reference : XXXX Case XXXX  [ Insert Number ] and suspected perpetrator information provided. -- - I. Chronology of Theft and XXXX XXXX Negligence I am a victim of severe identity theft that began on XX/XX/XXXX, following the theft of my mobile device. The subsequent actions by Cash App demonstrate a failure to investigate, leading to the theft of federal benefits and malicious account termination. * XX/XX/XXXX Immediate Action and Device Discrepancy : On XX/XX/XXXX, I contacted XXXX XXXX XXXX to shut down my phone service and filed an insurance claim with Asurion. * Despite this, unauthorized devices with matching i-codes accessed my Cash App account at XXXX PM and changed the security code. * Systemic Failure and Profile Hijacking : I provided XXXX XXXX Police Department ( XXXX ) case information but encountered repeated dispute denials via automated " Cashbot '' responses. * Cash App failed to stop weekly fraudulent changes to my home address and phone number, including a fraudulent address at XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX TX XXXX. * Malicious Account Termination : After numerous attempts to report and document this crime, Cash App terminated my account and falsely alleged that I was the one committing fraudulent activity, effectively locking me out and ignoring all valid disputes. * Suspected Perpetrator : The suspected perpetrators information, have been provided to the authorities for investigation. -- - XXXX. Detailed Record of Unauthorized Transactions The following transactions occurred without my knowledge or authorization : * XX/XX/XXXX : {$790.00} ( " Borrowed '' ) ; {$1900.00}, {$790.00} ( XXXX XXXX ) ; {$400.00}, {$40.00} ( XXXX XXXX - fraudulent ) ; {$400.00}, {$210.00}, {$400.00}, {$22.00}, {$23.00} ( XXXX XXXX ) * XX/XX/XXXX : {$85.00} ( XXXX XXXX ) ; Multiple charges including {$180.00}, {$34.00}, {$78.00}, XXXX {$20.00}, {$100.00}, and {$91.00} XXXX. Theft of XXXX  Benefits The negligence and fraudulent accusation by Cash App directly enabled the theft of my XXXX  benefits : * XXXX XXXXXXXX and XXXX XXXX Retirement : The perpetrator accessed my personal information and changed the direct deposit for both my XXXX  XXXX and XXXX XXXX XXXX pay, and I believe these changes were implemented for future payments. * Diversion of Funds : Payments were redirected to an unauthorized XXXX account controlled by the thief, resulting in the theft of entire benefit checks for the current cycle. -- - XXXX. Call for Immediate Action I request an immediate investigation by the CFPB into XXXX XXXX practices, which have demonstrated bad faith by denying valid fraud reports and falsely accusing the victim. I demand the XXXX  and XXXX immediately halt and recover the diverted funds, reinstate my direct deposits, and assist in the recovery of stolen payments under XXXX XXXX. XXXX.

Company response to consumer: Closed with explanation