Consumer complaint received 2025-08-13 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: Block, Inc.
State: NC

Complaint narrative:
On XXXX XXXX my wallet/purse was stolen. Along with my cash app card, my bank card, my ID, my car keys. and my phone etc. 
I reached out to CASH APP the very same day and was informed that they have been using my cash app card at this time... I requested to have my cash app card BLOCKED, because my purse was stolen, at this time... I was told that I would need to do that from my phone... and they would send me a message to confirm it is me THE ISSUE WAS as I stated over and over again ... that my phone was in the purse as well. So, they NEVER locked my account... THEY ALLOWED MY CARD TO BE USED DOWN TO {$37.00}. by that time, I had to go get another phone, log on to my CASH APP account and lock the card. At this time is started the FRAUD/DISPUT CLAIM disputing all of the XXXX transactions I was told that my time was up to send in the police report, ( which I didnt have yet )... so they DENIED THE CLAIM. ( # XXXX ). Reinstated my claim... this time with the police report ... submitted that along w/ an excel print out of all the charges. 
Per police, they did see on camera ... where one of the transactions was done ... and who used my card. I informed CASH APP of this information I have been disputing these transactions since XXXX XXXX. I can never speak w/ XXXX, it always via email and its always saying the same thing. 
On my XXXX time doing the dispute... they sent me link to upload my ID did that and it is stated basically from my ID that I look nothing like my ID. Which was weird, because the ID I sent, I just got the ID that day... 
And once again, I was told that I have to wait until they deny it AGAIN and try to re submit. 
My main issue, if I have submitted to you the police report ... and all information and demographically its obvious it was not me, then why take someone thru all of this. 

It appears they dont want to help, and they really dont want to resolve. Its extremely hard to get someone on the line that one can fully understand or feel they fully understand you. When you ask for management, you are denied and offered an email instead, when ask for corp. info... you are denied that and once again, bounced to the you will get email resolution. 
For all the money that CASH APP makes with us using their service and for me, it has been years using them, to treat someone like this is down right rude, inhumane and it makes the member feel you just dont care. 

At this time, I am requesting my full refund of the XXXX transactions, = {$390.00} as well as an additional {$1000.00} for all the trouble I have gone thru to try to get the money that was taken from me, even w/ a POLICE REPORT and XXXX stating that he saw the video and it was not me. 
I have disputed this denied decision several times and I just got denied again, so now... I have to go thru the appeal process. 

It is extremely dis-hearting that CASH APP would take someone that is already in a vulnerable state thru so much with the dispute process. 

I do understand that not ALL dispute cases are the same and I am sure some are fraudulent, but once you look at the spending patterns, locations and not to mention the police report, you would think that CASH APP would understand and try their best to correct this issue. 

I truly wish that I would have known the issues with cash app / block earlier this year, because I would have stop using them. 

Please try to help me get my funds back. 

Thank you

Company response to consumer: Closed with explanation