Consumer complaint received 2026-01-08 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: MI

Complaint narrative:
On XX/XX/2025, I terminated a freelance contractor ( XXXX XXXX, hired via XXXX ) who had access to my business 's Cash App account linked to a XXXX checking account for XXXX XXXX XXXX XXXX A notice of termination was sent via email at XXXX EST. 
Immediately after, between XXXX XXXX. and XXXX XXXX, the former XXXX attempted XXXX transactions via Cash App, with XXXX succeeding, draining approximately {$3300.00} from the linked checking account without my authorization. This was a rapid, deliberate pattern of unauthorized transfers post-terminationno permission was given for any post-termination access or transfers. 
I promptly reported the unauthorized transactions to Cash App as fraud and opened a claim. I also filed a police report with the XXXX XXXX XXXX XXXX XXXX ( report available ) for felony XXXX, disputed the transfers with XXXX XXXX ( ongoing investigation ), and reported the XXXX to XXXX. 
Cash App investigated and denied my claim, stating : " our investigation led us to determine that this transaction ( s ) was authorized by you or someone you authorized to use your credentials, and no error occurred. '' Less than one week after the claim was submitted, Cash App closed my account entirely due to " fraud, '' blocking all login access. This prevents me from viewing transaction history, claim details, denial explanation, or supporting documentsdespite my rights under Regulation E ( 12 CFR 1005.11 ) to receive a written explanation and copies of investigation documents.

The transfers were unequivocally unauthorized : they occurred immediately after termination, in a XXXX burst of XXXX attempts ( XXXX successful ), and the contractor had signed an NDA prohibiting misuse of company information/access. Lingering credentials from prior authorized access do not make post-termination theft " authorized. '' Cash App 's denial and account closure violate Regulation E requirements for proper investigation of unauthorized EFTs and provision of documentation. This follows patterns addressed in the CFPB 's XX/XX/2025 consent order against Block, Inc. ( Cash App 's parent ) for failing to adequately investigate unauthorized transaction claims. 
After receiving the denial of my claim, I attempted to gain access to the Claim Documents but found I was unable to access them since my CashApp account had been closed by Block , Inc . I contacted CashApp via phone and requested an appeal as well as access to the Claim documents. I received XXXX emails giving me no explanation or remedy to access these documents or to request an appeal. 

Requested Relief : Full reversal/refund of the {$3300.00} in unauthorized transfers ( with provisional credit if applicable ). 
Reopening of my account or restoration of access to view/download transaction history and claim documents. 
Written explanation of the denial and copies of all investigation documents relied upon. 
Any additional compensation for harms caused by the denial and closure. 

I have additional claims and tickets : XXXX Claim # : XXXX CashApp Claim # : XXXX XXXX XXXX Police Report # : XXXX XXXX Ticket # : XXXX I have attached supporting evidence, including screenshots of CashApp transactions, CashApp transaction history, screenshots of the debits in the XXXX XXXX checking account, termination email with timestamps, termination document, emails between CashApp support and myself. 

Thank you for your assistance.

Company response to consumer: Closed with explanation