Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #13087010
Complaint Overview
Complaint ID: 13087010
Company: Block, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: Nevada
ZIP Code: 89044
Date Received: 2025-04-20T12:00:00-05:00
Date Sent to Company: 2025-04-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing this complaint because Cash App ( Block, Inc. ) has failed to properly investigate and resolve a case involving clearly unauthorized transactions on my account during a period in which I was XXXX and had no access to my phone, accounts, or devices. I was XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/year>, and XXXX on XX/XX/year>. I provided Cash App with official documentation verifying this, yet they denied my dispute. The following unauthorized transactions occurred while I was XXXX XXXX and unable to access my account : XX/XX/XXXX, XXXX XXXX : {$21.00} to XXXX XXXXXXXX XX/XX/XXXX, XXXX XXXX : {$80.00} to XXXX XXXXXXXX XX/XX/XXXX, XXXX XXXX : {$80.00} to XXXX XXXXXXXX XX/XX/XXXX, XXXX XXXX : {$80.00} to $ XXXX XX/XX/XXXX, XXXX XXXX : {$80.00} to XXXX XXXX XX/XX/XXXX, XXXX XXXX : {$80.00} to XXXX XXXXXXXX XX/XX/XXXX, XXXXXXXX XXXX XXXX {$80.00} to XXXX XXXX XXXX XXXX XXXX XXXX : {$80.00} to XXXX XXXX XXXX XXXX XXXX XXXX : {$450.00} withdrawal XX/XX/XXXXXXXX XXXX XXXX : {$6.00} withdrawal XX/XX/XXXX, XXXX XXXX : {$27.00} withdrawal Total : {$1000.00} I eventually spoke with a live agent who said the case would be escalated. However, I received only one human reply which ignored the evidence I submitted. The response claimed their system determined the transactions were authorized based on device and transaction history, which is impossible given I was XXXX XXXX with no access to my device. This violates the Electronic Fund Transfer Act ( EFTA ), which requires financial institutions to conduct a reasonable investigation and issue a refund if transactions are proven unauthorized. I am requesting the CFPB investigate this matter, enforce Cash Apps responsibilities under EFTA, and assist in recovering the disputed funds.
Frequently Asked Questions
What is Complaint #13087010 about?
Complaint #13087010 was filed against Block, INC. regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2025-04-20T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Block, INC.?
Yes, visit the Block, INC. company profile at readthecomplaint.com/company/block-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.