Consumer complaint received 2026-03-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Block, Inc.
State: FL

Complaint narrative:
On XX/XX/year>, i received a message on my cash app account saying that there was a new device login. When i went i to my account to see i noticed the new device login message and two transactions a minute later. The Transaction was a cash app transfer one of {$1000.00} and one of {$950.00} to a person named XXXX XXXX. I did not authorize this transaction so i immediately called cash app to report it and had them cancel my card and freeze my account. Then i contacted my bank and had them freeze my bank card as well. Both parties said they will investigate and let me know. I got a. Email from cash app saying my dispute was denied. So i waited for the bank to respond. The bank has given us a credit of that amount until the investigation was done. About XXXX weeks later we get those two transactions removed from our account and when i called the bank they said that the dispute was denied. So at the point i called the bank and the suggested to go into a branch. I did that and there they helped redue a dispute and later i found out it was denied and they said that it was because cash app stated that these transactions were authorized my me so they told me to call cash app. I called and the person i talked to said she could not give me a reason why they denied it and i started that i then wanted to talk to someone who can help me and she said that she was no authorized to allow for me to speak to anyone in that department. That she was going to put in a dispute again and someone would email me. I then told her that i have all the screenshots of when someone entered my account and them shows a minute later the 2 transactions. I told her to give me an email where I could send that proof and she refused to give me any email. Then I called back after the second denial and told them that I needed a reason why it was getting denied and nobody could tell me the denial reason they said they were emailing me the reason the only thing that I received in the email was that a letter saying that their investigation showed that I was the one who authorized those transactions. It did not say how they came up with that out outcome or anything and they said that they were closing the case. I called back and I told him that I really needed them to give me an email so I can send him my proof. After arguing with the person they made me do an appeal and send me an email where I could send the screenshot and say that somebody would be contacting me by email with the response. After a couple days i got the same response. I called back and asked to speak to a Manager ther refused to transfer the call said that the managers only receive emails. Then the manager emailed me and said the same thing as the rest about the denial. At this point i have no other choice then to make a complaint because no one seems to give me any straight answers on this and this was a lot of money that i did not authorized from my account.

Company response to consumer: Closed with explanation