Consumer complaint received 2025-10-17 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: GA

Complaint narrative:
Subject : Cash App / Square Financial Services Unauthorized Debits and Missing Refunds From XXXX Purchases Dear CFPB, I am filing this complaint against Cash App ( Square Financial Services ) for violating Regulation E ( 12 CFR 1005.11 ) by failing to return refunded funds to my account and for performing unauthorized debits from my linked bank card. 



Summary of Events My original purchases on XXXX were made using my Cash App card ( ending XXXX ). 
When my Cash App balance was low, Cash App automatically withdrew money from my linked XXXX XXXX  debit card ( ending XXXX ) without my authorization to cover the purchases. 
This action caused my XXXX XXXX  account to overdraft. 
On XX/XX/XXXX and XX/XX/2025, I canceled all the XXXX orders, and XXXX immediately processed full refunds back to Cash App, which was the original payment method. 

Cash App continues to claim that those refunds were returned to my XXXX XXXX  debit card XXXX. That statement is false. My XXXX XXXX  statements clearly show that only a few partial refunds were ever received. 

Refund Details : Date Refunds Promised by Cash App Actual Refunds Received to XXXX  XXXX Missing Balance XX/XX/2025 {$8.00}, {$10.00}, {$9.00}, {$9.00}, {$31.00} ( Total {$70.00} ) {$5.00} + {$3.00} = {$8.00} {$61.00} XX/XX/2025 {$31.00} + {$10.00} ( Total {$41.00} ) {$7.00} + {$8.00} = {$16.00} {$25.00} Totals {$110.00} Missing Despite multiple requests, Cash App has refused to provide ARN ( Acquirer Reference Numbers ), transaction trace IDs, or network details ( XXXX XXXX, XXXX, etc. ) to verify any of these refunds. 
Instead, they closed my case with the statement that their prior email was the final resolution. 



Violations 1. Unauthorized electronic fund transfer Cash App withdrew funds from my linked XXXX  debit card XXXX without my consent when my Cash App balance was insufficient.

2. Failure to provide verifiable proof of refund Cash App has not produced XXXX  or transaction trace data as required under Regulation E 1005.11.

3. Failure to investigate and resolve error within 10 business days Cash App closed my complaint without investigation or recrediting the missing {$110.00}. 



Requested Resolution I respectfully request that the CFPB require Cash App / Square Financial Services to : 1. Provide all ARNs, trace IDs, and settlement network details for the refunds they claim were sent to XXXX XXXX  ; XXXX. Return or recredit the missing {$110.00} to my account ; and 3. Correct their internal practices to stop unauthorized withdrawals from linked debit cards without customer consent. 

I have attached supporting evidence, including : Cash App chat logs and emails from Advocate XXXX and XXXX showing refusal to escalate ; XXXX Bank transaction statements ( XXXX XXXX XXXX XXXX  ) ; XXXX refund confirmations ; Screenshots verifying the limited refunds actually received. 



Thank you for your attention to this matter. Please contact me if further documentation is required. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation