Consumer complaint received 2025-05-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: AL

Complaint narrative:
Hello XXXX, My name is XXXX, and I am a manager with Cash App Support. I am reaching out to you in relation to a complaint you filed on XX/XX/XXXX with the Consumer Financial Protection Bureau ( CFPB ). I understand that you have concerns regarding your account having previously been compromised and refunds you stated you are still owed. 

I've reviewed your account and previous communications with Cash App Support, and I'm happy to provide some additional insight on these matters. I'll be sharing quite a bit of information, so please bear with me. 

After reviewing your account, I can see that on XX/XX/XXXX, you contacted Cash App Support regarding your account having being linked to a Terms of Service violation and losing access to your account after it was compromised. Your case was escalated to our Account Services team who followed up with you via email on XX/XX/XXXX, to notify you that activity you'd reported was determined to be unauthorized and as a result, you were refunded {$7000.00}. 

On XX/XX/XXXX, you reached back out regarding the activity on your account. Your case was again escalated to our Account Services team who followed up with you via email on XX/XX/XXXX, to notify you that your account had been secured and you were reimbursed. 

On XX/XX/XXXX, you reached back out to dispute multiple Peer-to-Peer payments that were made during the month of XXXX, XXXX. Your case was again escalated to our Account Services team who followed up with you via email on XX/XX/XXXX, to notify you that based on the information provided, it was determined that no error occurred and your claim was denied. 

To add to the information from the email sent on XX/XX/XXXX, I did see, as well, that in multiple interactions with Cash App Support, you provided a copy of your account statement for XXXX, XXXX citing the Money Out amount of {$24000.00} as the total you were owed. I can confirm that prior to XX/XX/XXXX, there was only {$2.00} in your account balance. The money that was then moved through your account was entirely funded by XXXX payments. With this in mind, the personal loss for your account doesn't total {$24000.00} and there will be no additional reimbursement beyond the {$7000.00} refunded on XX/XX/XXXX. 

For your convenience, I've provided a copy of your account 's transaction history from XXXX, XXXX to present to provide a better look at the activity for your account. 

In regards to the status of your account, we conducted a review of your account. Based on that review, we have found activity that violates our [ Terms of Service ] ( XXXX XXXX XXXX  ), including payment activity related to gambling activity along with other potential violations. As a result, your Cash App account has been deactivated and you will no longer be able to use your account or its features. 

I understand that you did lose access to your account. It currently doesn't have a balance, but if you would like to regain access, I am more than happy to assist with that. If you'd like to move forward with that, I will need you to provide the following information : Full legal name ( First and Last ) From your current account/the account you have access to : $ Cashtag All phone number ( s ) and email address ( es ) Last 4 digits of the linked debit card/Cash Card, last 3 digits of the bank account, or full zip code for your card I appreciate your assistance and understanding. If you have any questions, please do let me know. 
Respectfully, XXXX Cash App XXXX XXXX XXXX This is the email I received they've admitted my account was compromised I have nothing to do with what the fraudulent activity was for. I know my account was used and missing funds are still owed back to my account legally under the Electronic Funds Transfer Act.

Company response to consumer: Closed with explanation