Consumer complaint received 2025-01-17 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: FL

Complaint narrative:
Urgent Complaint Regarding Cash App/Block, Inc. Payment XXXX and XXXX XXXX  Failure to Safeguard Consumer Information To Whom It May Concern, I am filing this complaint against Cash App ( Block , Inc. ) due to inadequate customer service, unfair practices, and failure to comply with key consumer protection laws, including the Consumer Financial Protection Act ( CFPA ) and the Electronic Fund Transfer Act ( EFTA ) under Regulation E. These failures have caused me significant financial harm, inconvenience, and emotional distress.

Issues Encountered : 1. Recurring Fraudulent Activity and Insufficient Response : Over the years, I have had to contact Cash App on several occasions due to repeated instances of fraudulent activity on my account. Despite reporting these issues, Cash App 's responses were inadequate. While they issued a new debit card in one instance, they failed to implement any meaningful safeguards to protect my account or prevent future fraud. This lack of timely and effective measures has left my account vulnerable and unprotected.

2. Unfair and Deceptive Dispute Resolution Practices : Cash Apps dispute resolution process has been both unfair and deceptive. Despite providing all required evidence to support my claims, my disputes regarding unauthorized transactions were either denied or ignored, violating the error resolution requirements under the EFTA.

3. Inadequate Safeguards for Personal Information : Over the past four years, I have received multiple alerts from monitoring services indicating that my personal information, including data associated with my account, has been exposed on the dark web. This exposure has coincided with an increase in spam communications, unauthorized credit inquiries, and potential identity theft. The lack of sufficient safeguards by Cash App has exacerbated these issues and placed me at ongoing risk.

Requested Resolution : To address the financial and emotional harm caused by Cash Apps failures, I am requesting the following : 1. Full Reimbursement for Unauthorized Transactions : Immediate refund of all funds lost due to unauthorized transactions and associated fees.

2. Improved Consumer Safeguards : A clear explanation of the specific steps Cash App will take to enhance fraud prevention measures, safeguard consumer data, and comply with Regulation E requirements.

3. Compensation for Time and Financial Stress : Financial compensation for the time spent resolving these issues, monitoring my credit, and safeguarding my personal information.

4. Reimbursement for Credit Monitoring Services : Refund for the costs incurred for credit monitoring services required due to Cash Apps inadequate data protection measures.

5. Removal of Unauthorized Credit Inquiries : Assistance in ensuring unauthorized credit inquiries are permanently removed from my credit reports.

Additional Information : Although my app does not allow me to take screenshots of my account activity, my email address and phone number, which are used to log into my Cash App account, can confirm my identity and the validity of my claims.

I trust that the CFPB will thoroughly investigate this matter, hold Cash App accountable for its systemic failures, and ensure fair redress for affected consumers.

Thank you for your attention and prompt resolution of this urgent issue. 

Sincerely, XXXX XXXX XXXX ( Formerly known as XXXX XXXX XXXX )

Company response to consumer: Closed with explanation