Consumer complaint received 2026-01-20 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: CA

Complaint narrative:
To the Cash App Legal Response Team : I am in receipt of your letter dated XX/XX/year>, denying my claim regarding the unauthorized transfer of approximately {$7100.00} in Bitcoin. I formally reject your findings and your denial. 

Your reliance on the assertion that the unauthorized transactions occurred on a " known device '' is legally insufficient to absolve Cash App of liability under the Electronic Fund Transfer Act ( EFTA ) and relevant state consumer protection laws. 

1. The " Known Device '' Defense is Flawed The fact that a device ID matches a previously used device does not prove authorization. It is well-documented in cybersecurity forensics that " known devices '' can be compromised via : * XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Allowing bad actors to control a device remotely. 
* Session Hijacking : Where valid login tokens are stolen. 
XXXX XXXX XXXX Which executes scripts in the background. 

By stopping your investigation at " the device matched, '' you have failed to perform a reasonable investigation as required by federal banking standards. 

2. Renewed Demand for Specific Forensic Data Your denial letter failed to provide the specific authentication logs I requested. To prove your " known device '' theory, you must produce : * The IP Address associated with the unauthorized withdrawals. Does this IP address match my known home or mobile network? 
* XXXX XXXX at the time of the transfer. 
* Touch/Face ID Logs : Was biometric authentication used for these specific transfers? 

If the device was " known '' but the IP address was in a different geographic location, your denial is baseless. 

XXXX. Legal Notice Your Terms of Service can not waive my rights under federal law regarding unauthorized transfers. Your failure to stop a suspicious draining of fundsspecifically a pattern of purchasing Bitcoin and immediately withdrawing it to an external walletdemonstrates a failure in your fraud detection algorithms ( Negligent Security ). 

I am prepared to escalate this matter to Binding Arbitration as per your Terms of Service. However, be advised that in arbitration, I will subpoena the specific technical logs you are currently withholding. 

* I have sent numerous emails replying to emails with baseless excuses and no evidence backing the mismanaged XXXX I purchased in the amount of $ XXXX plus a substantial amount of value it has added with the balue skyrocketing almost doubling the initial price point I purchased at. 

CashApp can not provide any two factor authentification evidence or any use of biometrics showing that I somehow approved these fraudulent activities which allowed my purchases to be moved to a offshore crypto wallet that has no affiliation or ties to me. I NEVER AUTHORIZED MY PURCHASED BITCOIN TO BE MOVED FROM MY CASHAPP ACCOUNT. They refuse to reopen this claim and provide a substantive response regarding the IP addresses and geolocation of the thief.They also are now ignoring my formal demand for arbitration in the matter. 

Cashapp and there failure to protect my assets and there baseless denial of my claim constitutes : - Breach of fiduciary duty - Violation of federal banking regulations- Potential violations of the Electronic Fund Transfer Act - Negligent security practices- Conversion of customer assets This is not a negotiation. Either provide concrete evidence that I authorized these transferswhich we both know doesn't existor immediately restore my funds with appropriate compensation. Your investigation 's findings are unacceptable, and I will not rest until my money is returned and those responsible are held accountable. 




XXXX XXXX XXXX

Company response to consumer: Closed with explanation