Consumer complaint received 2026-03-26 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:
I made a transaction on XX/XX/XXXX with my Cash App account, withdrawing my {$40.00} balance to my connected XXXX XXXX XXXX. Keep in mind, I was sent this {$40.00} payment from a friend. Anyways the withdrawal I had made was posted into my XXXX as intended, but unfortunately I was having issues using my debit card and balance to make any purchases. I contacted XXXX support to figure out how to fix this issue, and during the conversation with them the agent had refunded the withdrawal without my expressed consent. They assured me I would receive the funds back to my Cash App within XXXXXX/XX/XXXX, which was not the case. From this date forward I had no clue and was not getting help from either support team ( XXXX and Cash App ) to locate these funds and have them properly relocated to my Cash App balance as it should have been. XXXX would say and confirm the refund was successfully processed on their end, noting that I should contact Cash App to inquire about this. When contacting Cash App I was told multiple times over XXXX weeks that XXXX did not make any transaction, reversal or refund, denying the transaction ID as ever being in their system; again claiming that I would need to contact XXXX to have them attempt the transaction again. As you see, this was a never ending revolving door of support not wanting to do their job and blaming someone else. Finally I was connected to an agent that had actually wanted to help me, except he was limited on what he could do. He did end up sending me a screenshot with a detailed statement of my account. When I was looking at this statement I noticed that the transactions showed me receiving the money from my friend, then the transaction where I made the withdrawal to the XXXX XXXX XXXX, with the withdrawal transaction showing it as voided ( it being refunded ). The next transaction appeared as completed which was the {$40.00} being posted back into my account. This was all I could see since it was an edited image with all other transactions being cropped out of the file. So with this information I had concluded that there was indeed {$40.00} that my balance was supposed to contain, but the balance did not appear as such. I again contacted Cash App support with this information which led to the agent finally filing a dispute on the transaction. During this call I was also asked if I had recognized a card ending with the numbers XXXX. I never had any connection with those numbers as they did not belong to me or have ever been on any account that I have ever had, leading to some sort of " investigation '' by the Cash App team. This was all the information I had about this situation. I called support asking for more information like " Was the card ending in XXXX ever connected to my account? '' and other things, being told by the agents that they could not share any information because they didn't have any. I thought this was a little weird that I was being denied access to information regarding my personal account and anything involved with it. I waited for any bit of information regarding some resolution with this issue, not being emailed a single time. While having weeks to think about this situation the thought came to me to contact the person that had originally sent me the {$40.00} to my Cash App, and ask them if they had a card ending in XXXX, as well as if this was the card used to send me the money I received from them on XX/XX/XXXX. They did in fact, confirm they had a card matching those numbers, as well as confirming they did receive the {$40.00} back on XX/XX/XXXX when XXXX refunded my Cash App withdrawal. The name of the person that sent me the money is XXXX XXXX, I'm unable to provide further information regarding their personal data in connection to their account but Cash App has that information themselves and can quickly verify everything I have included. Now this person that received the money back did not notice it until I had said something, but has already since then spent the money. I don't believe it would be fair to them, and might violate some of their rights, if Cash App was to have them pay for a mistake that was not preventable by them in any way whatsoever. This is entirely on Cash App and whatever third-party they use to process transactions. So therefore Cash App and related third-parties should be solely responsible for the cost of the loss I have incurred.

Company response to consumer: Closed with explanation