Consumer complaint received 2025-10-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Block, Inc.
State: FL

Complaint narrative:
On XX/XX/year> at XXXX EST I received notification from my bank app that there were XXXX {$0.00} transactions from Cash App. 

I have not accessed my Cash App account in a long time and had only ever made a single transaction on XX/XX/year> for {$16.00}. 
I knew this activity was not triggered by me. 

Thinking that sometimes vendors will do a test charge to check if the account is active and then update the charge amount, I was concerned about potential compromise and either a larger amount getting charged once the pending transaction went through or future unauthorized transactions. 

I checked my Cash App account and saw not activity logged with what the app could show me. 

I then called my bank immediately and they said it looks like a verification attempts from Cash App. 

They advised locking my card, which I did on the phone to prevent any more transactions with my card. 

We discussed that it is possible my account at Cash App had been compromised or its possible that Cash App was doing a periodic re-verification to check if my card was still active. 

I then called Cash App right after and spoke to an agent named XXXX. She checked my account and did not see verification attempts or other transactions on my account. I asked if she could see why Cash App performed a transaction with my card. I have XXXX transactions and they came from Cash App. You should be able to tell me the reason for them. I don't know if its a bug in their system that cause either the transactions or lack of logging on my account or if its a compromised situation. 
She responded saying if I think my account is compromised she can open an investigation. I said I dont know if it is and she refused to do anything other than require that I believe that its a compromised situation. I asked if she could tell me why Cash App performed the transactions, she would give no explanation and just repeated that if I think my account was compromised then she can open an investigation. I started I dont know, I need their help to determine that. I dont know whats normal for their system. She would not provide any information to help understand if its possible their system did this legitimately. I would even have accepted that she was not sure but the best way to check is for them to investigate for compromise. She did not state anything of the sort and only repeated If you think your account is compromised. 

Still unsure, I agreed to open an investigation. She collected information, sent me an email to send screenshots of the transactions on my bank account. I did so and she said she was going to transfer me to a higher department and then proceeded to end the call. I asked for a case number because XXXX wasnt provided yet to me and asked for clarification and she gave me a case number and said that I was going to be reached out by email in XXXX business days. 

I explained that my card is XXXX currently and XXXX pending information on whether this is normal activity before deciding to reactivate my card or to replace it. I would like to speak to someone in the phone now so I could get information to make that decision. She said no problem I was being transferred. I said ok, through the phone? She said no via email. I said I wanted to talk to someone since she couldnt answer my questions. 

She would not let me talk to anyone and I asked to speak to a supervisor. She said ok I transferred your case to a supervisor and they will reach out to you via email. No time frame is assured. 

I said I wanted to speak to someone now. The reason I wanted to speak to a supervisor was because I didnt have enough info to make a decision on my card and the agent was not giving me any indication of whether or not this was activity that came from Cash App legitimately. They should be same to find the transaction in their system regardless of if it showed on my account and waiting XXXX business days to get a response by email is very long for me to react to the transaction. I also explained that its reported online by many many people that supervisors dont reach out sometimes for over 4 months. XXXX cant be assured XXXX will and would like to speak to XXXX on the phone now. 

She refused to let me speak to a supervisor after many attempts even though admitting that she was any to reach out to a supervisor and XXXX was on staff at the time of speaking. She said her process does not allow her. The call ended. 

After the call I removed my card from my Cash App account.

Company response to consumer: Closed with explanation