Consumer complaint received 2026-05-29 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: TX

Complaint narrative:
Product : Checking Account / Debit Card / Money Transfer Services Issue : Fraud Scam / Denied Fraud Claim Company : [ XXXX XXXX ] and/or Cash App Complaint : I am submitting this complaint regarding the handling and denial of my fraud claim related to scam-induced transactions involving my account. I was the victim of a scam in which I was deceived into sending funds through XXXX XXXX transactions under false pretenses. The transactions were not made as part of a legitimate purchase or voluntary investment decision. I was manipulated through fraudulent misrepresentation and only completed the transactions because I believed the representations being made to me were legitimate at the time. Once I realized I had been scammed, I immediately reported the activity and fully cooperated with the investigation. I provided extensive supporting documentation, including transaction information, screenshots, communications, timelines, and other evidence showing the deceptive nature of the scam. Despite this, my claim was denied on the basis that the transactions were authorized. I do not believe the investigation adequately considered the fact that these transactions were induced through fraud and deception. While I physically initiated the transactions, they occurred only because I was intentionally misled by scammers. I am requesting : * A full reinvestigation of my fraud claim * A detailed explanation of the evidence used to deny my claim * Review by a higher-level fraud or consumer advocacy department * Consideration of the scam-related and coercive circumstances surrounding these transactions I believe I acted promptly and in good faith throughout this process. I am seeking a fair review of the evidence and the circumstances that led to this financial loss. Thank you. Around XX/XX/XXXX, I was attempting to sell a table online when I was contacted by an individual posing as a buyer. The person claimed they sent payment through XXXX using a business account and instructed me to create or verify an account to receive the funds. Shortly after, the individual claimed there was an issue with the payment and said they needed a refund. They instructed me to call XXXX to resolve it and stated they were already on the phone with XXXX support. They directed me to call a number while they remained on the line, claiming it was XXXX, so the issue could be corrected. During the call, I was told I needed to send money to reverse the transaction and that I would receive my funds back afterward. I was also threatened and told I could go to jail for stealing money if I did not comply. This caused fear and confusion and pressured me into acting quickly. The scammers appeared highly convincing and repeated accurate details about my bank account balance, which led me to believe they had access to legitimate systems or that my accounts were compromised. Under this deception and coercion, I sent funds through Cash App, including a XXXX-related transaction. After realizing I had been scammed, I immediately ended contact. The individuals continued calling me repeatedly, using aggressive language and insults. I then contacted XXXX XXXX and Cash App immediately to report the fraud and attempt to stop or reverse the transaction. I was informed the XXXX transaction could not be reversed. Despite reporting the fraud promptly and providing supporting information, my claim was denied on the basis that the transactions were authorized. I dispute this determination, as the transactions were induced through impersonation, deception, and threats. I am requesting a full reinvestigation of my case as fraud involving impersonation and financial coercion.

Company response to consumer: Closed with explanation