Consumer complaint received 2025-02-02 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: WA

Complaint narrative:
Cash App Payment Cancellation and Customer Service Failure Incident Overview Summary : Cash App unilaterally and repeatedly cancelled a legitimate payment mutually agreed by both parties, and after brought to its attention, it refused to address. 
On XX/XX/year>, I sold an item to a buyer who paid me via Cash App. The funds immediately appeared in my account. However, after the buyer left, I received a notification from Cash App stating that the payment was canceled for your protection. 
I immediately contacted Cash App Support. The pre-set automated response stated that the cancellation was due to " unusual or unsecure activity '' and that I would be connected to an agent. After a lengthy waiting, I was connected with a staff who had a brief one-minute conversation, refused to take any action and abruptly ended the chat. 
I then reached out to the buyer, requesting an alternative payment. The buyer attempted to pay me two more times, but Cash App declined both transactions. She confirmed via text that she was actively trying to send payment, but Cash App kept refunding her transactions. She even asked how else she could complete the payment. 
On XX/XX/year>, I contacted Cash App Support again, explaining that this was a legitimate, mutually agreed-upon transaction and that I had yet to receive payment while the buyer now possessed my item. I requested that Cash App reverse the unjustified cancellation, but support refused to address the issue and declined to escalate the matter to a supervisor, citing a lack of new information. 
I then provided concrete evidence of my conversation with the buyer, demonstrating that the payment was legitimate. Despite this, Cash App continued to ignore the issue, failing to provide a reasonable explanation or resolution. 
This situation is unacceptable and has caused me significant financial loss and personal distress. Cash Apps actions resulted in me losing my item without receiving payment while failing to uphold basic transactional integrity. Their unwillingness to take responsibility or provide customer support falls far below industry standards. 
( See attached evidence XXXX. ) Complaint to XXXX  ( # XXXX ) and Cash Apps Irrelevant Response Summary : Cash App continued the refusal, but attempted to sell me a cash card. 
After filing a XXXX  complaint, Cash App responded with an entirely irrelevant email, providing lengthy instructions on how to apply for a Cash Cardwhich had absolutely nothing to do with my complaint. 
When I sought clarification, specifically asking : What is the relationship between applying for a Cash Card and resolving my issue? How will this resolve my complaint? 
Cash App failed to provide any meaningful response. Instead, they resent the exact same irrelevant email. After multiple follow-ups, they merely removed the Cash Card portion from their reply but still failed to address my concerns. This gave me the impression that I was dealing with an automated system rather than real customer support. 
Cash App tried whatever excuse to avoid addressing the issue. In its last email, Cash App stated that they are only able to share account details with account owners and asked me to verify my identity. 
I want to make it absolutely clear that : 1. Neither of my questions involved details of any other Cash App account.

2. My identity was already verified when I created my Cash App account on XX/XX/year> via a sign-in code, as shown in the attached document. 
3. I successfully completed four transactions on XX/XX/XXXX and XX/XX/XXXX and withdrew {$88.00} to my bank account, which required additional verification via Plaid. See Attached Evidence 14. 
Despite all this, Cash App ignored these facts and continued creating unnecessary barriers, making it evident that they had no intention of resolving my issue. Their dismissive handling of my XXXX  complaint was frustrating and unprofessional. 

Escalation to CFPB and Cash Apps History of Negligence Due to Cash Apps failure to address my concerns, I have escalated this matter to the CFPB for further investigation. 
Additionally, I would like to bring to CFPBs attention a serious and long-standing issue with Cash Apps transfer system. For at least six years, Cash App has been repeatedly transferring funds to the wrong bank accounts, and this problem continues to persist as of today. 
For a financial institution, such a critical flaw is unbelievable and a clear indication of negligence. Cash Apps failure to correct such a fundamental issue raises serious concerns about its operational integrity and commitment to customer protection. 

Conclusion This experience has left me feeling ignored, misled, and financially harmed by Cash Apps incompetence. Instead of resolving my legitimate issue, Cash App created unnecessary obstacles, repeatedly dismissed my concerns, and provided irrelevant or automated responses rather than real support. 
Their actions have not only resulted in financial loss but also demonstrate a reckless disregard for customer service and transactional fairness. This situation demands immediate corrective action and accountability.

Company response to consumer: Closed with explanation