Consumer complaint received 2026-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: GA

Complaint narrative:
1 ) I want CashApp to reopen my case and properly investigate by reaching out to the authorities with the contact information I provided from the beginning back in XX/XX/year> like they said they would and did not. Cashapp denied my claim and submitted a final response WITHOUT following up with the XXXX XXXX Police Department, not abiding by the promise they made in the denial and " final response. '' 2 ) CashApp also did NOT address the fact that they/Cashapp did not protect my husband 's Cashapp account and failed to secure and keep a fraudster from siphoning my funds through my husband 's account while it was taken over by a fraudster. In Cashapp 's denial and final response through CFPB, it is stated that, " Customer security is our priority and we take measures to prevent the abuse of Cash App services, which may include further investigation into account ( s ) and/or taking action as appropriate. '' The key piece of the investigation that my husband 's cashapp account was hacked by a supposedly fraudulent XXXX bank employee by the name of XXXX XXXX, XXXX, in which is the number that was used to hack my husband 's account. Cashapp did not send a notification through text or email that my husband 's cashapp profile information was changed to this " XXXX XXXX '' person. I have proof of the profile being changed by way of a screenshot. While my husband 's cashapp account was taken over by XXXX, my funds were being siphoned. The scammer would take my money as soon as it was transferred to my husband 's hacked account. This was reported to police. Cashapp has never addressed the fact that XXXX XXXX 's account was hacked and Cashapp did not do their due diligence and promise to protect XXXX XXXX 's cashapp account and while it was taken over by somebody else, my money was transferred to his account in the amount of {$12000.00}. My husband actually got due diligence of a fair investigation, through XXXX XXXX XXXX, in which all funds were recovered that were siphoned and I would appreciate the same diligence through this investigation. The case needs to be reopened, Cashapp needs to contact the police with the contact information that was already provided, further investigation needs to occur as the recovery of {$12000.00} is the rightful and desired outcome. Recovery of our funds related to this scam have already been made to our XXXX bank account showing that this was thoroughly investigated through XXXX Bank, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX and XXXX. The only entity that is refusing to cooperate and properly investigate is Cashapp. Cashapp has NOT addressed the fact that law enforcement was contacted and a police report was made on Tuesday, XX/XX/year> by police officer, XXXX, badge # XXXX, XXXX of the XXXX XXXX Police Department. Contact information for the police report was provided and Cashapp has NOT cooperated with police to properly investigate as stated in Cashapp 's final response and denial ... '' If you believe a crime has been committed against you, one option you may choose is to contact law enforcement concerning this matter. Cash App will cooperate with them in accordance with our legal obligations and company policies. '' How can Cashapp deny my claim when I provided police contact information and Cashapp has not followed through with contacting the police to properly investigate as they state in the " final response ''? This shows the lack of effort on their part to investigate. Furthermore, Cashapp did not address the fact that the hacking of my husband 's account was the vehicle in which my funds were stolen. I am attaching the original letter to CFPB, the police report, screenshots showing my husband 's compromised cashapp account and CashApp 's denial letter.

Company response to consumer: Closed with explanation