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: TX

Complaint narrative:
On XX/XX/year>, I was the victim of a social engineering scam involving impersonation of XXXX XXXX XXXX department. As a result of this deception, I transferred a total of * * {$18000.00} * * via Cash App under the false belief that I was securing my account. These transactions were * * not knowingly authorized * *. They were induced through impersonation, deception, and false pretenses. Cash App identified the following transactions : * {$9000.00} at XXXX XXXX * {$9000.00} at XXXX XXXX * {$770.00} at XXXX XXXX All funds were sent within approximately two minutes to a single recipient account ( from my account to the scammers account : XXXX ). Additionally, prior to these successful transfers, there were multiple rejected withdrawal attempts involving XXXX Bank. These failed attempts occurred immediately before the successful transactions and indicate repeated attempts to move funds through different channels. This sequencefailed withdrawal attempts followed by rapid high-value transfers to a single recipientis consistent with fraud escalation behavior and should have triggered heightened fraud monitoring, review, or intervention. I reported the fraud to Cash App on the same day, XX/XX/year>. On XX/XX/year>, Cash App denied my claim without providing a meaningful explanation. On XX/XX/year>, I contacted Cash App and requested a detailed written investigation report regarding my claim ( Case # XXXX ). During this call : * My identity was verified by an initial representative who understood my request * I was transferred to another representative in the fraud department who appeared unfamiliar with my case * This representative repeatedly placed me on hold to look things up and could not answer basic questions * When I questioned why information needed to be looked up, I was placed on hold without explanation * I was told I could not receive documentation unless I first spoke with a specialty team at a later time I explicitly requested that the report be sent immediately via email or mail and stated that I was uncomfortable receiving additional phone calls due to the nature of the scam. The representative acknowledged that Cash App has a legal obligation to provide documentation but refused to provide it and did not provide a clear timeline. On XX/XX/year>, I received only a transaction summary. This did not constitute a meaningful investigation report and did not explain how the transactions were determined to be authorized. Cashapp failed on so many levels such as : * Transactions induced through impersonation and false pretenses were treated as authorized * Failure to provide a detailed investigation report * Acknowledged obligation to provide documentation but failed to deliver * Lack of transparency in decision-making * Failure to explain how high-risk transaction patterns were evaluated * Failure to identify or act on clear fraud indicators, including : * Multiple failed withdrawal attempts through another financial institution ( XXXX Bank ) * Rapid high-value transfers within minutes from XXXX XXXX to Cashapp and then from my Cashapp account to the scammers account. * Transfers to a single recipient account I am requesting : 1. Full reimbursement of * * {$18000.00} * * 2. A complete written investigation report explaining the basis for denial 3. All internal records related to this case, including : * Investigation notes * Call recordings * Fraud detection or risk monitoring flags associated with these transactions

Company response to consumer: Closed with explanation