Consumer complaint received 2026-04-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: VA

Complaint narrative:
Unauthorized Electronic Fund Transfer Incorrect Investigation and Denial I am disputing an unauthorized electronic fund transfer that occurred on XX/XX/XXXX, involving approximately {$1000.00} transferred from my personal bank account into Cash App without my authorization. This incident was part of a broader account compromise that occurred the same day and also involved fraudulent activity on my XXXX account. XXXX investigated and refunded the unauthorized charges, confirming that my accounts had been compromised. Details of Unauthorized Activity On XX/XX/XXXX : Funds were transferred from my bank account into Cash App without my knowledge or consent Those funds were then used to purchase XXXX ( approximately {$490.00} ) The XXXX was then sold shortly afterward ( approximately {$470.00} ) I want to clearly state : I have never used XXXX or cryptocurrency services I did not authorize these transactions I did not initiate or approve any transfers on that date Critical Issue : Incorrect Investigation My claim was denied by Cash App ; however, documentation shows that the investigation was conducted on incorrect transactions. Specifically : The transactions reviewed occurred on different dates They involved small, routine amounts They were legitimate transactions that I authorized These transactions are not related to the fraud I reported. In contrast, the actual fraudulent activity : Occurred on XX/XX/XXXX Involved a large transfer ( approximately {$1000.00} total ) Included cryptocurrency transactions, which are not part of my normal account activity The unauthorized transactions I reported were never properly investigated. XXXX XXXX XXXX XXXX XXXX XXXX transaction is confirmed by IRS Form XXXX issued through Cash App, showing proceeds of approximately {$470.00} on XX/XX/XXXX. This provides independent documentation that these transactions occurred within my account without my authorization. Security and Account Compromise Indicators No fraud alerts, login alerts, or transaction warnings were sent to me at the time A Cash App representative confirmed that no alerts were triggered I have never lost my debit card or shared my PIN I have a prior documented history of identity theft ( XXXX ), further supporting unauthorized access Additionally, the fraudulent activity coincided with confirmed fraud on my XXXX account, indicating a coordinated account compromise. Reasonableness of My Claim The transactions investigated by Cash App reflect normal, small-dollar activity and were not disputed. It would not be reasonable for me to dispute minor, legitimate transactions while failing to report a significant unauthorized transfer involving cryptocurrency that I have never used. This further demonstrates that the investigation did not address the actual fraud I reported. Requested XXXX I respectfully request : XXXX. A full and accurate reinvestigation of the correct transactions from XX/XX/XXXX XXXX. XXXX that this was an unauthorized electronic fund transfer and account takeover XXXX. Reimbursement of the unauthorized funds Closing XXXX XXXX denial of my claim was based on transactions that I did not dispute and that are unrelated to the fraud event. The actual unauthorized transactions including documented Bitcoin activity on XX/XX/XXXX were never investigated. I am requesting a proper review of the correct transactions and resolution of this matter.

Company response to consumer: Closed with explanation