Consumer complaint received 2024-11-19 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: MA

Complaint narrative:
Subject : Demand for Explanation and Refund Following Unjustified Denial of Dispute for Unauthorized Charges Dear CashOut Dispute Resolution Team, Case # XXXX and I am writing to address a serious issue regarding unauthorized charges made to my account through your platform. I have repeatedly submitted disputes concerning these transactions, seeking resolution through proper channels. However, each of my disputes has been denied without explanation or evidence substantiating the legitimacy of these charges. This lack of transparency raises serious concerns about the integrity of your decision-making process. 



Issue Details : 1. Over the past several months, I have noticed unauthorized transactions conducted through CashOut. Each of these transactions was made without my consent or authorization. 

2. I filed disputes for each transaction and provided evidence to demonstrate my lack of authorization. Despite this, all disputes were denied, and I received no explanation for the denials. 

3. During this period, I was also informed that my account was being closed due to alleged violations of terms. I have made it clear that my primary concern is not the account closure but the explanation for denying refunds on unauthorized transactions. 



My Requests : 1. I request a detailed explanation for the denial of my disputes, along with documentation substantiating the legitimacy of each charge. 

2. I ask that you thoroughly investigate each unauthorized charge and refund the appropriate amounts to my account. 

3. I expect an official response within 14 days from the receipt of this letter. In the absence of a satisfactory response, I will have no choice but to file a complaint with the Consumer Financial Protection Bureau ( CFPB ) and consider pursuing legal action. 



I hope CashOut will take appropriate measures to resolve this issue and restore fairness. I believe that refunding unauthorized charges is an essential part of your responsibility to your customers. 



Sincerely, XXXX is respond from Cash out : Thanks for reaching out but we dont currently monitor this email. For help and to contact Support, open your Cash App icon Account was closed and i can used CASH icon No answer for my simple question : .why decline my despute for fraud charge. from my bank account This result of my 3 month conversation with Csh out Hi XXXX, This is XXXX, the Cash App Support manager on duty, with whom you were just speaking. It was my privilege to serve you today. 

I have reviewed your case and I can confirm the information previously provided to you was correct. 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 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. 
All features, including the Cash Card have been permanently disabled. Additionally, Cash App has not disclosed a reason for your account closure to me. There are no further details to provide and no further action can be taken. 

You may also consider reviewing our Terms of Service ( XXXX XXXX XXXX ) under Section XIII. OTHER LEGAL TERMS, 8. Termination of Account : " We can terminate or refuse your access to the service at any time, for any reason. '' At this time, I do not have any new information to provide regarding this issue. I really do wish I had a more satisfying outcome to share with you, and I understand the information provided thus far may not present a resolution to the issue at hand. 

Regarding previously denied disputes, I am transferring your case to a specialty team for handling. They will provide the documentation upon which our denial was based. 

Please have a good rest of your day!

Company response to consumer: Closed with explanation