Consumer complaint received 2026-03-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: OR

Complaint narrative:
I am filing a formal complaint regarding Block Inc./Cash Apps incomplete handling of a fraud dispute involving two transactions made during one single scam event. My financial institution, XXXX XXXX, initially investigated the matter, restored my account balance temporarily, and determined that because the funds were transferred through Block Inc./Cash App , Block Inc./Cash App was the primary party responsible for resolving the disputed transactions. The fraudulent event occurred when I was deceived by an individual representing himself as working for CashNetUSA and instructed under false pretenses to send two separate payments through Cash App as part of an account verification scam. The two transactions were : {$190.00} sent to XXXX on XX/XX/year> {$530.00} sent to XXXX XXXX XXXX ( business account shown within Cash App ) on XX/XX/year> Both transactions occurred as part of the same continuous scam using identical deception, same communication, and same false representation. The individual involved provided text communication, email communication, and documentation designed to appear legitimate, including fake lender approval documents, a fraudulent loan agreement, and lender impersonation materials using CashNetUSA branding. A fraudulent check was deposited as part of the same scam and was later returned by XXXX XXXX as an altered/fictitious item, resulting in immediate financial loss and account disruption. Cash App reviewed the dispute and found in my favor for the {$190.00} payment, issuing reimbursement for that amount. However, Cash App denied reimbursement for the {$530.00} payment to XXXX XXXX XXXX despite both payments being directly connected to the same fraud incident. The denied {$530.00} payment was sent to an account identified within Cash App as a business account, not merely a personal peer-to-peer transfer. Cash App has informed me in writing that the denied transaction has already gone through its appeal process, that a final decision has been made by its specialty team, and that the decision can not be overridden internally. No clear explanation has been provided as to why one payment was treated as fraudulent while the other was denied. This creates an inconsistent and unreasonable result because : 1. Both payments were induced by the same fraudulent actor 2. Both occurred within the same scam timeline 3. Both were sent only because of false representations 4. Neither payment would have occurred absent the fraud I am requesting : Full supervisory review of the denied {$530.00} transaction Written explanation for the inconsistent dispute determination Investigation into the recipient business account associated with XXXX XXXX XXXX Review of whether that account has prior fraud complaints or suspicious activity Reimbursement of the remaining disputed funds Attached evidence shows lender impersonation, fraudulent check deposit, induced payment transfers, recipient business account identification, and Cash Apps final refusal to reconsider the denied transaction despite partial reimbursement of the same fraud event. This matter has caused significant financial harm and stress, and I am requesting full review and corrective action. Included

Company response to consumer: Closed with explanation