Consumer complaint received 2026-04-01 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: KY

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) * * * * Re : Rebuttal to Cash App Response ( Complaint No. XXXXXXXX XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SUBJECT : FORMAL REJECTION OF PROVIDER RESPONSE SYSTEMIC VIOLATIONS OF BLOCK , INC . CONSENT ORDER, DECEPTIVE ACCOUNTING, AND PUNITIVE RETALIATION * * I am formally rejecting the response provided by Cash App ( Block , Inc. ) on XX/XX/XXXX. Their investigation is a bad-faith fabrication that ignores documented financial discrepancies. My evidence, spanning XX/XX/XXXX through XX/XX/XXXX, proves that Cash App is withholding merchant-authorized funds and taking unauthorized payments in direct violation of the * * Block , Inc . Consent Order. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I. SPOLIATION OF RECORDS : THE MISSING XX/XX/XXXX STATEMENT * * Cash App has failed to provide my * * XX/XX/XXXX Afterpay Statement * *, which is the " missing link '' in this dispute. * * * The " Vanishing '' Documentation : * * My XX/XX/XXXX statement begins with a * * {$40.00} Previous Balance * *. However, my primary Cash App activity log shows these XXXX purchases as * * '' Canceled. " * * * * * The Accounting XXXX XXXX XXXX XXXX There is no legal or logical way for an order to be " Canceled '' on a Cash App ledger while simultaneously carrying over as a " Debt '' on an Afterpay statement. If the orders were canceled, the balance must be {$0.00}. * * * Concealed Refunds : * * I have merchant evidence of refunds issued in * * XX/XX/XXXX * * that were sent to XXXX. By withholding the XXXX statement, Cash App is hiding the fact that these refunds should have zeroed out my balance before XXXX even began. XXXX XXXX XXXX XXXX XXXX XXXX XXXX II. DOCUMENTED " REFUND SKIMMING '' & SHORTFALL AUDIT * * My merchant confirmation emails show the exact amounts authorized for return, but Cash App " decided '' to send back significantly less, pocketing the difference. * * The following list represents the documented shortfalls : * * XXXX. * * XXXX XXXX ( Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$85.00} * * * Cash App Applied : * * {$42.00} * * * * * XXXX Withheld by Cash App : {$42.00} * * * * Note : My XX/XX/XXXX statement shows a - {$42.00} entry for XXXX XXXX that was never returned to my bank, despite the full refund. * 2. * * XXXX ( Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$110.00} * * * Cash App Applied : * * {$50.00} * * * * * XXXX Withheld by Cash App : {$67.00} * * XXXX. * * XXXX ( Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$86.00} * * * Cash App Applied : * * {$43.00} * * * * * XXXX Withheld by Cash App : {$43.00} * * XXXX. XXXX XXXX XXXXXXXX ( Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$40.00} * * * Cash App Applied : * * {$0.00} * * * * * XXXX Withheld by Cash App : {$39.00} * * XXXX. * * Miscellaneous Order ( Loan ID : XXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$24.00} * * * Cash App Applied : * * {$6.00} * * * * * XXXX Withheld by Cash App : {$18.00} * * XXXX. * * Miscellaneous Order ( Loan ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX Merchant Refund Authorized : * * {$32.00} * * * Cash App Applied : * * {$8.00} * * * * * XXXX Withheld by Cash App : {$24.00} * * XXXX. * * Order XXXXXXXX XXXX XXXX XXXX XXXX Merchant confirms a * * Full Refund * *, yet Cash App continues to charge me daily for this order. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. PUNITIVE RETALIATION : THE - {$400.00} BALANCE * * After I exercised my legal right to file a dispute with my bank to recover these missing funds, Cash App engaged in * * retaliatory accounting. XXXX XXXX XXXX XXXX XXXX The Retaliatory Charge : * * Cash App forced my account into a * * - {$400.00} negative balance. XXXX XXXX XXXX XXXX XXXX Intent : * * This is a punitive measure used to block my access to my own funds and pressure me into dropping a legitimate federal complaint. This is a direct violation of the Consumer Financial Protection Acts prohibition on unfair, deceptive, or abusive acts or practices ( UDAAP ). XXXX XXXX XXXX XXXX XXXX XXXX XXXX IV. SYSTEMIC FAILURE OF THE XX/XX/XXXX STATEMENT * * My XX/XX/XXXX statement proves I was paying for " balances '' that should have been covered by the missing XXXX refunds : XXXX XXXX XXXX Loan XXXX Payment XXXX XXXX XXXX On XX/XX/XXXX, a payment of XXXX XXXX XXXX XXXX XXXX was applied to XXXX XXXX Loan XXXX XXXX XXXX XXXX XXXX XXXX Cash Over-Payment : * * In XXXX, I made * * {$160.00} in total payments * * toward * * {$250.00} in new purchases * *. Despite this high-volume repayment, Cash App 's refusal to apply merchant refunds correctly resulted in the manufacture of " XXXX XXXX '' amounts on my credit recordXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX V. DEMAND FOR COMPENSATORY RELIEF AND DAMAGES * * I demand the following immediate actions : 1. * * Immediate Credit : * * Return of the * * $ XXXXXXXX XXXX XXXX in identified missing and skimmed refunds. 2. * * Removal of Retaliation : * * Wipe the retaliatory * * - {$400.00} balance * * caused by my bank dispute. 3. * * Credit Correction : * * Removal of all late fees and " Past Due '' marks from my internal and external credit records ( specifically the manufactured {$17.00} past-due amount from XXXX ). 4. * * Production of Records : * * Cash App must provide the missing XX/XX/XXXX XXXX statement. 5. * * Compensatory Damages for Pain and Suffering : * * The months of financial obstruction, the disappearance of account records, and the constant unauthorized daily attempts to take money from my bank have caused * * severe emotional distress, anxiety, and financial hardship. * * I request that the CFPB hold Block , Inc. accountable for the mental and financial anguish caused by their failure to adhere to the standing Consent Order

Company response to consumer: Closed with explanation