Consumer complaint received 2026-02-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: CT

Complaint narrative:
This is a continuation complaint regarding unauthorized transaction case # XXXX, previously filed as CFPB complaint # XXXX. Despite Cash App 's response to the initial complaint, Cash App has failed to comply with Regulation E documentation requirements, provided contradictory information about my case status, and has not responded to new evidence of fraud. 

Background : On XX/XX/XXXX, I was defrauded of {$1000.00} via Cash App ( Transaction # XXXX ) by fraudsters impersonating XXXX XXXX  The fraudsters coerced me into authorizing the transfer by claiming they were XXXX XXXX fraud prevention and that I needed to " secure '' my account. The funds went to a XXXX account that I did not control and from which I received no benefit. Under Regulation E, this fraudulently induced transfer qualifies as an unauthorized electronic fund transfer. I filed a police report ( XXXX XXXX XXXX # XXXX, XX/XX/XXXX ). Additionally, weeks after this fraud, I received an unauthorized XXXX debit card in another person 's name at my home address, and XXXX confirmed they closed that card 's account for fraud. 

Regulation E Violations : On XX/XX/XXXX, I requested the documents Cash App relied on to deny my claim, as required under 12 CFR 1005.11 ( d ) ( 1 ). Cash App sent only a one-page transaction summary listing three completed transactionsnot the investigation records, decision rationale, or evidence showing the transfer was authorized. 

Contradictory Communications and System Failures : On XX/XX/XXXX, Cash App responded to CFPB complaint # XXXX stating my issue was " resolved '' and that " the issue has already been resolved and no new information has been provided, '' marking the complaint as " Closed with explanation. '' However, on the same date ( XX/XX/XXXX ), Cash App Complaints emailed me directly stating they need 30 business days to resolve my complaint. These two responsesissued on the same day by the same companydirectly contradict each other. 

On XX/XX/XXXX, I provided feedback to the CFPB stating Cash App 's response was inadequate and noting that Cash App simultaneously told me they need 30 business days to investigate. On the same day ( XX/XX/XXXX ), I attempted multiple times to reply to Cash App 's XX/XX/XXXX email and submit my police report, XXXX fraud documentation, and supporting evidence to XXXX. Every attempt bounced back with " message could not be delivered '' errors. I sent four separate emails on XX/XX/XXXX trying to provide the evidence, and all were rejected. 

I then contacted Cash App Support via in-app chat on XX/XX/XXXX ( multiple sessions throughout the day ) and received wildly contradictory information : First told my case was being " carefully handled '' and I would receive an update, but NOT to upload documents because " our team is already investigating all activities on your account '' Told to " retain documents for any future filings that may be required '' suggesting Cash App expected me to pursue legal action Later told " this appeal has already gone through the investigation process with our specialty team and a final decision was made '' and that the agent was " unable to override the decision '' contradicting the XX/XX/XXXX email saying 30 days was needed Finally told to upload documents " directly through the Cash App in-app support section under your dispute case '' where there would be a " secure document upload option '' Also on XX/XX/XXXX, a Cash App support agent ( Isagi ) asked me to " confirm, do you recognize or authorize the transaction of {$1000.00} on your account? " a basic question suggesting they haven't reviewed any of my prior communications Failure to Consider New Evidence : On XX/XX/XXXX at XXXXXXXX XXXX XXXX ( complaints coordinator ) emailed me stating my case was denied and considered final. At XXXXXXXX XXXX  the same day ( XX/XX/XXXX ), I replied informing Cash App that I have : Police report documenting the fraud ( XXXX XXXX XXXX # XXXX, filed XX/XX/XXXX ) XXXX 's confirmation that they closed the fraudulent account Evidence that an unauthorized XXXX debit card in another person 's name was mailed to my home address I explained that my previous attempts to submit these documents to XXXX on XX/XX/XXXX had all bounced back as undeliverable. I requested : Whether Cash App will reconsider the claim in light of the police report and XXXX fraud-closure evidence When and how Cash App will provide the documents relied upon in making their determination, as required under Regulation E 12 CFR 1005.11 ( d ) ( 1 ) As of XX/XX/XXXX ( 4 days later ), Cash App has not responded to my XX/XX/XXXX email, has not provided a method to submit the evidence, and has not provided the Regulation E documentation I requested. 

Pattern of Non-Compliance : Cash App has : Failed to provide documents relied upon under Reg E 12 CFR 1005.11 ( d ) ( 1 ) Provided three contradictory case statuses within 48 hours : " resolved '' ( CFPB response XX/XX/XXXX ), " 30 days needed '' ( email XX/XX/XXXX ), and " final decision made, can not override '' ( chat XX/XX/XXXX ) Made it impossible to submit evidence through repeated bounced emails ( four attempts on XX/XX/XXXX ) Provided contradictory instructions via chat support about uploading documents Not responded to formal reconsideration request with new evidence sent XX/XX/XXXX Asked basic authorization questions on XX/XX/XXXX after claiming the case was already fully investigated I am also filing concurrent complaints with Connecticut Department of Banking and Connecticut Attorney General due to Cash App 's ongoing non-responsiveness and contradictory communications.

Company response to consumer: Closed with explanation