Consumer complaint received 2025-07-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.
State: NY

Complaint narrative:
I am writing to file a formal complaint against Cash App regarding an unauthorized transaction of {$300.00} that was withdrawn from my linked XXXX  XXXX bank account without my knowledge or consent. On XX/XX/2025, a transaction for {$300.00} was made through Cash App using my linked XXXX XXXX account. I want to be clear that I did not authorize, approve, or initiate this transaction. I became aware of this fraudulent charge only after reviewing my bank statement and Cash App history. As soon as I discovered it, I took immediate and appropriate actions to secure my accounts, including locking my Cash App account, changing passwords, enabling multi-factor authentication, and reporting the fraud to both Cash App and XXXX  XXXX. 

After discovering the unauthorized charge, I contacted Cash App support directly by phone to report the issue. During this call, a representative named XXXX reviewed my case and assured me that the {$300.00} transaction would be reversed and refunded to my account. This assurance gave me hope and confidence that Cash App was taking responsibility for the fraudulent activity affecting my account. Unfortunately, despite this promise, the refund was never processed. When I followed up with Cash App support, I was told that the refund could not be issued and that the case had been closed, leaving me without any resolution or explanation for the change in their position. This abrupt reversal and lack of follow-through have been very disappointing and have left me feeling misled and unsupported. 

I also contacted my bank, XXXX XXXX, to dispute the charge and seek a refund. However, they informed me that they are unable to process the refund because Cash App has denied the dispute on their end. This has created a frustrating impasse where neither Cash App nor my bank is willing or able to return my money. I have provided all requested documentation and have been cooperative throughout the process, but I remain out {$300.00} that was taken from me without my authorization. I believe Cash App has failed to adequately protect my account and address this fraudulent transaction fairly. 

I respectfully request the Consumer Financial Protection Bureau to intervene and conduct a thorough review of my case. Specifically, I ask that Cash App be required to honor the commitment made by their representative to reverse and refund the unauthorized {$300.00} transaction. I also request that the CFPB investigate whether Cash App has complied with consumer protection laws regarding fraud resolution and customer support, given the conflicting information and unfulfilled promises I have experienced. This situation has caused me considerable financial hardship and emotional distress, and I seek a fair and just resolution. 

I have been patient and proactive throughout this ordeal, but the lack of resolution from both Cash App and my bank has left me with no other option but to seek regulatory assistance. I trust that the CFPB will take this complaint seriously and help ensure that companies like Cash App uphold their responsibilities to protect customers from fraud and honor their commitments. I am willing to provide any additional information or documentation necessary to support this complaint. 

Thank you very much for your time and attention to this matter. I look forward to your assistance and a prompt resolution that restores my lost funds.

Company response to consumer: Closed with explanation