Consumer complaint received 2024-02-02 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: SC

Complaint narrative:
I deeply regret to inform you that Cash App has violated the Electronic Funds Transfer Act by blatantly refusing to refund my stolen funds totaling {$1100.00}, despite providing them with substantial evidence of fraud or theft. This egregious violation of the law has left me in a state of immense financial distress and has forced me to put a critical XXXX XXXX  on hold. 

To provide some context, I discovered the unauthorized transactions on my Cash App account on XX/XX/scrub>XXXX XXXX, 2024, at approximately XXXX XXXX  to XXXX XXXX. I immediately took action by reporting the theft within a mere 30 minutes. According to the provisions outlined in the Electronic Funds Transfer Act, my liability for such losses should not exceed {$50.00}. However, Cash App has callously disregarded this legal responsibility and has failed to conduct a thorough investigation into the matter. 

It is important to note that the funds in question were initially deposited into my Cash App account from my trusted XXXX banking account. It is quite evident that the fraudulent activity occurred within the Cash App platform itself. Notably, I have never withdrawn an amount exceeding {$50.00} using Cash App, which should have raised a red flag and alerted the company to the possibility of fraud. 

Adding to the complexity of this situation, the theft occurred while I was traveling for work in an unfamiliar city. I was staying at the XXXX XXXX XXXX  hotel on XXXX XXXX in XXXX, Georgia. On the evening of XXXX XXXX, 2024, after finishing my work obligations and having a meal at XXXX XXXX, I encountered an individual claiming to have car trouble. Although I felt sympathetic to some extent towards the stranger, I was also on edge, curious, and weary of this man. Feeling a mix of sympathy and nervousness, I allowed him to use my phone when he asked to look up towing companies. I was uncertain about his intentions and didn't want to risk any potential consequences if I didn't comply, especially since we were alone in the parking lot. Unfortunately, my phone died before I could assess his activities on it. Upon returning to my hotel room and charging my phone, I was met with a series of text message notifications from my bank, indicating that several transfers had been made without my consent. 

To my utter dismay, it became apparent that the unauthorized transfers had been initiated through Cash App, totaling {$1100.00} and split across three separate transactions. The first transaction occurred at XXXX XXXX, the second at XXXX XXXX, and the third at XXXX XXXX. The funds were ultimately sent to an unfamiliar Cash App account named " XXXX, '' with which I have no affiliation whatsoever. The gravity of this situation prompted me to immediately contact the authorities and file a police report. Simultaneously, I reached out to Cash App support to report the incident and initiate the process of disputing the transactions. 

So as to clarifyIMMEDIATELY after the theft happened, I provided the police report number to Cash App and all the details of the theft. However, despite these efforts and in a clear violation of the Electronic Funds Transfer Act, Cash App shockingly denied my dispute and failed to conduct a thorough investigation into the matter. This deplorable response from Cash App left me with no choice but to file another claim. My unwavering persistence led me to provide Cash App with an OFFICIAL copy of the police report on XXXX XXXX, 2024, allowing them access to crucial information and evidence. However, they denied my dispute yet again. 

This has led me with no other recourse but to pursue legal action against them. I firmly believe that their handling of this theft, or lack thereof, is rife with numerous legal and ethical violations. 

In light of Cash App 's blatant disregard for the laws and regulations set in place to protect electronic fund users, I am left with no recourse but to take this matter to court. It is my firm belief that justice must be served, and Cash App must be held accountable for their unethical, unacceptable, and illegal actions. 

Regrettably, the financial burden caused by this incident has had a profound impact on my personal life, specifically in relation to my health. I have been compelled to postpone an important XXXX XXXX  that addresses both XXXX  and XXXX XXXX  as well as potential XXXX concerns. This delay has left me in a state of uncertainty and further exacerbates the distress caused by Cash App 's negligence. 

Furthermore, not only did Cash App violate the Electronic Funds Transfer Act by refusing to refund my stolen funds, but they also demonstrated a clear violation of Regulation E of the same act. Regulation E requires financial institutions to provide customers with detailed information regarding the investigation of disputed transactions. However, Cash App failed to adhere to this regulation by providing me with hardly any information on why the dispute was declined. 

In their response to my dispute, Cash App sent me an email that contained a brief and vague explanation for their decision. To my astonishment, the email only filled about half a page and lacked any linear outline of how they arrived at their conclusion. This lack of transparency and clarity is a direct violation of Regulation E, which stipulates that financial institutions must provide customers with a clear explanation of the investigation process and the reasons for their decision. 

The email from Cash App did not provide any substantial evidence or rationale to support their denial of my dispute. It failed to address the specific details and evidence that I had provided, leaving me in a state of confusion and frustration. This inadequate response not only violated Regulation E but also undermined my rights as a consumer to receive a fair and thorough investigation into the fraudulent transactions. 

Cash App 's failure to provide me with a comprehensive explanation for their decision leaves me with serious concerns about their commitment to upholding the regulations and laws that govern electronic funds transfers. It is evident that their actions have been negligent and in direct violation of the Electronic Funds Transfer Act and its associated regulations. 

In light of these violations, I am left with no choice but to pursue legal action against Cash App. It is imperative that they are held accountable for their disregard of the laws and regulations put in place to protect consumers like myself. I firmly believe that no company should be allowed to operate with such blatant disregard for the well-being and rights of their customers. 

I urge Cash App to rectify this situation immediately by providing me with a detailed explanation of their decision and initiating the refund of my stolen funds. It is my hope that they will take the necessary steps to rectify their violations and prevent similar incidents from occurring in the future. 


I am seeking a compensation amount that exceeds the monetary loss incurred from the theft. I am unable to provide further details regarding the specific reasons for this additional compensation at this time, as I currently have a pending court case awaiting resolution.

Company response to consumer: Closed with explanation