Consumer complaint received 2026-05-26 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: MN

Complaint narrative:
Subject : FORMAL REGULATION E DISPUTE APPEAL, DEMAND FOR DISCLOSURE, AND REMEDY FOR UNAUTHORIZED ACCOUNT CLOSURE Transaction Details : Transaction Amount : {$1500.00} Transaction Date : XX/XX/XXXX Merchant : Bud Grower To Whom It May Concern, I am writing to formally appeal the denial of my dispute regarding the {$1500.00} transaction from XXXX XXXX .I am also formally disputing the arbitrary closure of my Cash App account, which was executed without valid reasoning or a detailed explanation of the alleged terms and conditions violated. Your investigation and subsequent actions directly violate my rights under the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ). Grounds for Appeal & Regulatory Violations : Failure to Provide Provisional Credit ( 12 CFR 1005.11 ( c ) ) : Cash App informed me that the investigation would require up to 90 to 120 days. Under Regulation E, if an institution can not complete its investigation within 10 business days, it must provisionally credit the consumer 's account for the amount in dispute while it completes its investigation. Cash App failed to provide any provisional credit, violating federal law. Excessive Investigation Timeline ( 12 CFR 1005.11 ( c ) ( 3 ) ) : Your investigation extended to 121 days before issuing a final denial. Regulation E strictly caps the maximum extension for point-of-sale or foreign transactions at 90 days. Cash App 's 121-day timeline is a severe, actionable violation. Failure to Provide Evidence Supporting Denial ( 12 CFR 1005.11 ( d ) ( 2 ) ) : Cash App denied my claim stating " merchant fulfilled '' but has refused to provide the documentation, logs, or evidence relied upon to make this determination. Under federal law, I have the right to request and receive all documents that the institution relied upon to deny the claim. I am exercising that right now. Inaccurate Documentation of My Claim : Customer service representatives inaccurately documented my claim as a generic " never performed this transaction '' dispute and ignored the underlying the context and merchant fraud context, including the fact that the package was returned via XXXX ( Investigation Case/Police Report filed ). Furthermore, Cash Apps automated account closure appears to be an attempt to obstruct my right to appeal or view my transaction history, echoing the systemic failures addressed in recent class-action settlements regarding Block, Inc. 's handling of unauthorized account actions, lax financial oversight, and XXXX security breaches. Demands : Immediately reopen my dispute and conduct a human review of the evidence, including my police report and video evidence of the return shipment. Provide a full, written itemization of the evidence Cash App used to determine the merchant fulfilled the order. Reimburse the {$1500.00} to my possession immediately due to egregious Regulation E timeline violations. Failure to resolve this matter within 10 business days will result in further legal action, including the escalation of my complaints to the CFPB, FTC, and civil court, where I will seek statutory damages, actual damages, and attorney fees under 15 U.S.C. 1693m. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation