Consumer complaint received 2025-01-31 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: MI

Complaint narrative:
am writing to formally submit a complaint against Block Inc., the company that operates Cash App, regarding their failure to provide adequate customer service and resolve an issue involving stolen funds from my account. I have attempted numerous times to contact their support team without receiving timely or effective assistance. The company has failed to address my issue in accordance with consumer protection regulations and banking standards. 

Details of the Issue : Stolen Funds : XXXX Lack of Customer Support : Despite multiple attempts to resolve the issue through Cash Apps in-app support, I have not been able to get in touch with a representative, and when I have, I was met with delayed responses or no resolution. The lack of accessible, responsive customer service has significantly impacted my ability to recover my stolen funds. 
Failure to Follow Consumer Protection Laws : As a consumer, I am entitled to timely and fair handling of my funds under the Electronic Fund Transfer Act ( EFTA ) and its implementing regulation Regulation E. Specifically, Regulation E provides that financial institutions must investigate and resolve disputes involving unauthorized electronic fund transfers within a reasonable time frame ( generally within 10 business days for preliminary findings ). Block Inc. ( Cash App ) has failed to adhere to these timelines and requirements.

Relevant Laws and Regulations : Electronic Fund Transfer Act ( EFTA ) : Under this Act, consumers are protected from unauthorized electronic transfers. The EFTA requires that financial institutions promptly investigate unauthorized transactions and provide provisional credit within XXXX business days, which Cash App has failed to do in my case. 
Regulation E ( 12 C.F.R. 1005 ) : Regulation E governs the rights and responsibilities related to electronic funds transfers. According to this regulation, if a consumer reports an unauthorized transfer, the financial institution must investigate the matter and resolve the issue within a set period. Cash App has not followed these guidelines, as I have not received an adequate response or resolution in a timely manner. 
CFPB Consumer Protection Standards : The CFPB requires that financial institutions, including services like Cash App, follow fair and transparent practices when handling consumer complaints, disputes, and claims of fraud. The lack of timely support and resolution in my case seems to be a violation of these standards.

Resolution Requested : I am seeking a full investigation of this matter by the Consumer Financial Protection Bureau, as well as appropriate intervention with Block Inc. to ensure that my stolen funds are recovered and that the company complies with all consumer protection regulations. Additionally, I request that Cash App be held accountable for the failure to provide accessible and timely customer support, as well as failure to comply with the investigation and resolution timelines set forth under the law. 

I respectfully request that the CFPB take immediate action to hold Block Inc. accountable and ensure that this issue is resolved promptly. 

Thank you for your attention to this matter. I look forward to your response and appreciate your help in ensuring that consumers ' rights are upheld. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation