Consumer complaint received 2025-06-26 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: Block, Inc.
State: CA

Complaint narrative:
I had an account with Cash App for over 11 years. We've never had a problem or discrepancy. I was robbed on the street in XXXX and my cash card was used, and I tried my best to cancel all of my cards when I got home, but forgot about my cash card, which I routinely use for certain purchases with XXXXXXXX XXXX 

I looked at my account history a couple days later, and there were exactly 4 charges that were not made by me. 3 were charged to XXXX, XXXX to XXXX, a company I've only learned about during this fiasco. The collective amount of theft totalled under {$200.00}. Upon realizing this, I immediately took action and cancelled my Cash App card. And for some reason, I have received a series of responses that defy reality and refuse to acknowledge the theft of my card. 

I researched this company, and they are allegedly supposed to be FDIC insured. 

And yet, Cash App has evaded a candid conversation about this theft for over a month now -- in fact they have rejected both my initial claim and one subsequent appeal. So I'm at my wit 's end now -- it's not that much money, but my finances are so inextricably linked to Cash App ( my wife and I have managed our personal finances between each other through it for over 10 years ), that I'm thinking about it daily, and even though it's only almost {$200.00} that was stolen, the simple fact that Cash App refuses to acknowledge these unlawful charges makes me spite them based on principal. 

I will say, at the age of XXXX, I have never had any business experience upset me on this level, but I am committed to focus on this until I witness a comprehensive analysis of what occured.

In addition, I received a likely computer-automated email that politely apologized to me for taking so long to respond to my appeal, only to say that Cash App rejects my appeal based on the idea that I violated their terms and services. They included a link and I spent a few hours trying to determine which of these terms and services I allegedly violated. Even had I recognized one that would technically qualify for having violated, I would likely still be upset and dispute the legality of their terms and services -- but WOW! I couldn't even find the basis that they allegedly rejected me on -- and it is simply disgusting and in my personal opinion, should be criminal ( I'll let the government know ) -- whether it is or isn't, to send rejection letters to long time customers with mysterious responses that says, " we can't honor your account or complaint because you violated terms of service '' without explanation of which " terms of service '' I violated. 

I'm XXXX and this is the first and hopefully last consumer complaint I've ever made in my life. Please help me communicate to this company that I have been repeatedly ignored and treated unfairly for over 30 days and would like to negotiate this situation with a human who has the capability to assess this problem and take reasonable intelligent action. That's all I want. 

Thank you for your consideration, XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation