Consumer complaint received 2026-04-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: NY

Complaint narrative:
I am filing this complaint regarding an unauthorized transaction that occurred through my Cash App account after my phone was stolen. On XX/XX/year>, my phone was stolen at approximately XXXXXXXX XXXX. Shortly afterward, unauthorized activity began occurring on my accounts. At approximately XXXXXXXX XXXX, a payment of {$660.00} was sent from my Cash App account to an unknown recipient named XXXX. I did not authorize this payment. I reported the theft the same day and promptly attempted to dispute the transaction through Cash App. Despite explaining that my phone had been stolen immediately before the unauthorized payment occurred, Cash App denied my dispute. Cash App later provided documentation that simply confirmed a transaction occurred but did not explain the basis for determining that the payment was authorized by me. XXXX of Events XX/XX/year> approximately XXXX a.m. : My phone was stolen. Approximately XXXXXXXX XXXX. : Unauthorized activity began occurring shortly after the theft. Approximately XXXXXXXX XXXX : A payment of {$660.00} was sent from my Cash App account to an unknown recipient. XX/XX/year> XXXXXXXX XXXX : I filed a theft/loss claim related to the stolen phone. I subsequently disputed the unauthorized transaction through Cash App. Cash App denied the dispute. I requested supporting documentation explaining the basis of their decision. Cash App provided only a transaction summary showing that the payment occurred, without explaining how they determined it was authorized. Concerns About Cash Apps Investigation I believe Cash Apps investigation was incomplete and failed to reasonably consider the circumstances surrounding this unauthorized transaction. Specifically : Cash App did not provide any explanation demonstrating why they concluded the transaction was authorized. Cash App did not confirm whether they reviewed : Login history Device identifiers IP address data Geolocation or location information Account access activity surrounding the timeframe of the theft The transaction occurred within minutes of my phone being stolen. I promptly reported the theft and disputed the charge. Cash App has refused further review while providing no substantive explanation beyond confirmation that a transaction took place. The existence of a transaction does not prove that it was authorized by me. Customer History I have been a long-time Cash App customer and have maintained an established relationship with the platform, including use of their financial services and credit-related offerings. I would never knowingly jeopardize my standing or account history through fraudulent or unauthorized conduct. Resolution Requested I respectfully request that the CFPB review this matter and require Cash App to : Conduct a meaningful re-investigation of this dispute. Explain the specific evidence used to determine that this transaction was authorized. Confirm whether device, login, XXXX, or geolocation data was reviewed. Reassess the denial in light of the stolen-phone timeline and surrounding unauthorized activity. Refund the unauthorized transaction amount of {$660.00} if the investigation can not reasonably demonstrate that I authorized the payment.

Company response to consumer: Closed with explanation