Consumer complaint received 2026-05-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: WA

Complaint narrative:
I am filing a complaint against Cash App regarding an unauthorized account takeover and fraudulent transactions totaling {$2900.00} that occurred on XXXX XXXX, 2026. At approximately XXXX PM, I received a text message notification stating that my phone number had been removed from my Cash App account without my authorization. I immediately attempted to log into my account, but the application reset before I could enter my PIN, and it appeared that my account no longer existed. Concerned that my account had been compromised, I replied HELP to the notification in an attempt to stop any unauthorized changes. At approximately XXXX PM, I received an email notification stating that my Cash App account had been accessed from a new device. I immediately checked my XXXX XXXX account and discovered three unauthorized transactions totaling {$2900.00} ( {$2000.00}, {$800.00}, and {$100.00} ), along with the theft of the remaining {$65.00} balance from my Cash App account. My bank informed me that the funds were transferred to an individual named XXXX XXXX, a person I do not know and with whom I have never conducted business. XXXX also advised me that approximately 10 additional transfer attempts were made but declined due to insufficient funds. After investigating the matter, XXXX determined the activity was fraudulent and credited my account for the unauthorized transactions. I also filed a fraud claim with Cash App on XXXX XXXX, 2026. During my call, representatives initially struggled to locate my account because the unauthorized user had removed my phone number and email address and changed my Cash App name. Despite these clear indicators of account takeover and unauthorized access, Cash App denied my claim and stated that the transactions appeared to have been authorized by me or by someone I permitted to use my account. I appealed the denial and submitted the following evidence : A police report documenting the fraud Screenshots of the text notification showing my phone number was removed from the account Screenshots of the email notification showing a new device login Documentation showing the transactions were inconsistent with my normal account activity and history I also requested that Cash App review : My account history dating back to 2015 The fact that I had never previously sent money to this recipient The unusually rapid succession of the transactions The multiple failed transfer attempts The immediate changes to my account credentials and profile information I confirmed that I had possession of my phone at all times during the incident, that my device was password protected, and that no one else had authorization to access my account. Despite this substantial evidence, Cash App denied my claim a second time while simultaneously closing my account due to fraud-related concerns. I find it alarming that Cash App failed to identify or intervene during activity that included : Removal of my phone number and email address A login from a new device Changes to my Cash App username Multiple large back-to-back transactions Approximately 10 additional failed transfer attempts Transaction behavior entirely inconsistent with my long-term account history Cash Apps handling of this matter raises serious concerns regarding its fraud prevention systems, account security safeguards, and dispute investigation procedures. Rather than conducting a meaningful investigation into obvious indicators of account takeover, the company repeatedly asserted that I authorized the transactions despite evidence to the contrary and despite my bank independently determining the activity was fraudulent. I am requesting that the CFPB review Cash Apps : Fraud prevention and account security measures Procedures for detecting unusual account activity Investigation practices involving unauthorized electronic fund transfers and account takeovers Handling of consumer fraud disputes and appeals Consumers should not be blamed for unauthorized transactions after clear evidence of account compromise, especially where there are multiple indicators of fraud occurring within minutes of unauthorized account changes. My goal in filing this complaint is not only to address what happened to me, but also to help prevent other consumers from experiencing a situation that I believe could and should have been prevented. I believe companies handling consumers money have a responsibility to maintain adequate fraud detection systems and to conduct meaningful investigations when clear indicators of account takeover and unauthorized activity are present. I am also seeking accountability for what appears to have been an inadequate fraud investigation process. Rather than fully reviewing the evidence and obvious signs of unauthorized access, Cash App repeatedly concluded that I authorized the transactions, despite the immediate changes to my account information, login from a new device, unusual transaction behavior, and my bank independently determining the activity was fraudulent. I am the sole income provider for my household, and the theft of {$2900.00} would have had a significant financial impact on my family if my bank had not conducted a thorough investigation and reimbursed the funds. This was not a minor inconvenience it was a serious financial and emotional violation. No consumer should be placed in a position where they are forced to fight to prove they did not steal from themselves after becoming the victim of fraud. I respectfully request that Cash Apps fraud prevention practices, account security procedures, and consumer dispute investigations be reviewed to help ensure other consumers are better protected in the future. Best regards, XXXX XXXX

Company response to consumer: Closed with explanation