Consumer complaint received 2025-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX, I was sick at home and while checking my bank account, I noticed a charge from CashApp on my bank account, I then started to notice several more charges from CashApp on my account. On XX/XX/XXXX, there was a {$30.00} charge. On XX/XX/XXXX, there was a {$84.00} charge. On XX/XX/XXXX, there was a {$10.00}, {$160.00} and {$370.00} charge from CashApp. I called XXXX immediately when I found all of these charges and file a fraud claim with the fraud department. They refunded my money on XX/XX/XXXX and XXXX. I closed my CashApp account on XX/XX/XXXX due to the charges. On XX/XX/XXXX, I had a reversal on my account from XXXX for {$370.00}, {$160.00} and {$84.00}. I called XXXX around XXXXXXXX XXXX on XX/XX/XXXX immediately regarding this, they stated that I would need to call CashApp to find out why they will not release my funds and tell them what happened and that they need to release my funds. I called CashApp around XXXX XXXX and while speaking to the representative they stated that " since the funds were taken out of YOUR account, we can not do anything about it. It is showing as if it was YOU since it was out of YOUR CashApp account. '' I explained to them that they are unauthorized charges and that I needed to speak to the fraudulent department. They told me " We can not transfer you to the department because they do not have phones, I can let them know and they will email you and will then give you an answer within 10 business days. '' I asked to then speak to their supervisor, and they told me again " they do not have a phone, they are only reachable by email, '' I asked again to speak to their supervisor, and they said they could not and then put me on mute and would not speak to me. I called XXXX back and told them everything that transpired. They told me I can dispute the decision by sending in documentation proving that I did not make those charges. I asked them, " how can I do that when I never made those charges or authorized those charges ''. They asked that I have my employer write a letter and provide my schedule of work, which I did and submitted to XXXX. They also asked me to email CashApp requesting to speak to someone and I was able to find an email for customer support and the response was that " they do not check that email frequently to use the CashApp to communicate with them. '' I closed my CashApp account on XX/XX/XXXX, so I had no other way to get into contact with CashApp besides a phone call or email. On XX/XX/year>, CashApp sent me an email stating that my claim was denied and that if I wanted to see the documentation that I would need to go on the CashApp to request it. I then waited for XXXX to get back to me regarding the disputed decision, I called them on XX/XX/year> for them to tell me that they are still working on the case. I called again on XX/XX/year> around XXXX XXXX and XXXX said that the decision was that they are denying a majority of the claims, they are giving you back {$40.00} ( a {$30.00} and {$10.00} transaction ). I explained the whole situation to them again and asked them " how am I supposed to trust my bank to protect me from fraudulent charges when I am currently being told " too bad, we can not help you anymore '' ''. I asked XXXX " how are they able to let someone steal money from one of their customers and not protect them from other stealing their money '', they kept apologizing and said that their hands were tied because CashApp denied my claim. I asked to speak to their supervisor, and they said that they can not do anything either because their " hands are tied '' by the policy and procedure. They advised me to go talk to CashApp again to get my money back, but I tried that already and they denied giving my money back.

Company response to consumer: Closed with explanation