Consumer complaint received 2024-07-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX  XXXX XXXX XXXX, TX XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX, IA XXXX Subject : Formal Complaint Against Cash App for Failure to Address Disputed Transaction and Associated Stress Dear Sir/Madam, I am writing to formally file a complaint against Cash App, a financial services company, for failing to resolve a dispute regarding a disputed transaction that resulted in a loss of {$400.00}. The services I sent the funds for were never received and then found out to be in relation to identity theft and fraud. This situation has caused significant financial and emotional distress to me and my family. 

Incident Description On XX/XX/XXXX, a transaction of {$400.00} occurred on my Cash App account. I immediately contacted Cash Apps customer support to report this issue after not being able to receive a refund from the user involved and requested a resolution. Despite multiple attempts to resolve the matter, Cash App has failed to address the situation satisfactorily or refund the lost funds. 

Relevant Laws and Regulations XXXX. Electronic Fund Transfer Act ( EFTA ) Under the Electronic Fund Transfer Act ( EFTA ) and its implementing regulation, Regulation E, financial institutions are required to investigate and resolve claims of unauthorized transactions. Specifically, 15 U.S.C. 1693f mandates that institutions provide a process for consumers to report errors and unauthorized transactions. Cash Apps failure to adequately investigate this claim or provide a resolution violates this provision.

Reference : Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) 2. Consumer Financial Protection Act of 2010 ( CFPA ) The CFPA, under 12 U.S.C. 5531 and 12 U.S.C. 5536, protects consumers from unfair, deceptive, or abusive acts or practices. Cash Apps inadequate handling of my dispute and failure to provide a timely and effective resolution constitutes an unfair practice under these provisions.

Reference : Consumer Financial Protection Act of XXXX ( 12 U.S.C. 5491 et seq. ) 3. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531 prohibits unfair, deceptive, or abusive acts or practices. Cash Apps negligence in addressing the disputed transaction and the lack of clear communication demonstrate behavior that could be considered unfair or deceptive.

Reference : Dodd-Frank Wall Street Reform and Consumer Protection Act ( 12 U.S.C. 5301 et seq. ) 4. State Consumer Protection Laws I also believe that Cash Apps actions are inconsistent with Texass consumer protection laws, which require fair dealing and transparency from financial service providers.

Example : California Business and Professions Code Section 17200 ( Please replace with your own state 's consumer protection statute if different. ) Impact on My Family The loss of {$400.00} has placed a significant financial strain on my family. Additionally, the stress and frustration caused by Cash Apps failure to resolve this issue have led to considerable emotional distress. 

Please find attached copies of all relevant documentation, including correspondence with Cash App and transaction records. 

Thank you for your attention to this matter. I look forward to your response and a resolution to this complaint. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation