Consumer complaint received 2026-04-20 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>, my phone was stolen from XXXX at XXXX XXXX and XXXX in XXXX XXXX. As soon as I realized it was missing, I went to XXXX because that was the last place I remembered having it. The cashier at XXXX advised me nobody had turned it in. I then came home and checked my cashapp account as my XXXX XXXX check was deposited in cash app on XX/XX/year>. When I pulled up my cashapp account, I saw that all my monies were taken out and the card linked to it, also had XXXX attempted transactions done on it, however all were unsuccessful due to me not having money on that card. They attempted to transfer {$200.00}, {$100.00}, {$50.00}, and {$25.00}. I called the police department and they sent someone to my house at XXXX that same night. I was given a police report number. I then contacted my credit card company of the linked card and advised them what was going on. They put a freeze on my account. I then got on the cashapp under support and wrote a detailed description of what was going on as they were closed when this all took place and wouldn't be answering phones until the following morning at XXXX. I took all the necessary steps it advised me to do on Cashapp. I called cashapp right at XXXX on the dot and they advised me that they would be forwarding the information I provided them to the proper dept. and it would be reviewed and I should expect to receive a response within XXXX business days. He said I would be reimbursed no later than XXXX days. On day XXXX, I received a message under my cashapp which stated that after their review, they determined that my account was not compromised and that I authorized these transactions or gave someone permission to do these transactions. They said these transactions were done using a security lock feature. The person who made these transactions requested a pin code change and cashapp provided them a XXXX time security code without asking for my old pin. This is how they were able to access my account. I immediately contacted Cashapp to dispute their decision and they told me that all I could do was to file an appeal which would take another XXXX days. I explained to them I had documents where I purchased a new phone the following day, I had a police report, and I had list of the order these transactions were done in my email which I could send them to prove I did not authorize these transactions but they weren't hearing it and kept saying there was nothing that could be done. I would have to wait the XXXX days to get their response. I did forward all the documents to them and they have them in their possession. This has been a nightmare and has left me in horrible financial bind. I am not able to pay my bills and my electricity and water are close to being turned off. I did not authorize any of these transactions and need to get reimbursed for these asap. The strange thing about this whole thing is that after their review of my account, they did reimburse me {$27.00} on XXXX transaction but not the other {$910.00} transaction. Both these transactions were done minutes apart. The company stated that all the transactions done and attempted during this period, were authorized by me so why did they pay the {$27.00}? I asked to speak with a supervisor but was told that the higher ups in this company, don't take calls. I have no way of communicating with anyone other than the customer service reps who answer their customer calls and they aren't authorized to escalate or resolve any issues of importance. They just forward your messages and you have to wait for their response in the cash app application. It has been a huge nightmare experience that I wouldn't wish on anyone.

Company response to consumer: Closed with explanation