Payday loan, title loan, personal loan, or advance loan -- Problem when making payments -- Complaint #15190659
Complaint Overview
Complaint ID: 15190659
Company: Block, INC.
Product: Payday loan, title loan, personal loan, or advance loan
Sub-Product: Installment loan
Issue: Problem when making payments
State: Maryland
ZIP Code: 20745
Date Received: 2025-08-09T12:00:00-05:00
Date Sent to Company: 2025-08-09T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
At roughly XXXX on XXXX, I made a purchase at XXXX using the XXXX feature. To use this feature, I logged in to afterpay using my phone number, XXXX, and then authenticated the login by entering the code sent to me via text. When selecting the payment method, I saw a Visa card I did not recognize, but thought it was probably an old visa gift card I previously added to my account. So, I added my debit card information, including my current address. I then selected my debit card as the payment type and submitted my order. I did not receive a confirmation email from XXXX, but had a first installment charge of {$16.00} to afterpay listed in my bank account. When I checked my cash app I did not see the purchase or loan installments in my account. At XXXX and XXXX, I received a text from afterpay saying my account password was successfully changed via XXXX. Which is not my email address. This text also said, If you didn't make this change, please reset password for both XXXX account and profile email ASAP. I checked my cash app account and all of my personal information was correct ( including my email address ) and my password was not changed. I then went to XXXX and logged in, authenticating the login via text code to my phone number XXXX. I saw my XXXX XXXXXXXX XXXX purchase listed in the account, including my current address ( with my full name ), and my bank card details. However, the account holder name, address and email were not mine. The account had a listed phone number of XXXX. After reading afterpays website, it appears you can use afterpay.com OR cash app afterpay ( not both ). The afterpay system gave way for two accounts to have the same listed phone number, which is used for access authentication. This lead to me having access to another users full name, address, and bank card information. Additionally, it allowed this user to see my full name, current address, and bank card information I contacted afterpay.com support via account support ticket. As I did not find a support phone number on their website. I contacted cash app support via chat at XXXX, but my concerns over my private information being shared and request for a timeframe to receive assistance were not responded to. The cash app support representative said my case was moved to a specialized team and stopped responding to me after XXXX.
Frequently Asked Questions
What is Complaint #15190659 about?
Complaint #15190659 was filed against Block, INC. regarding Payday loan, title loan, personal loan, or advance loan specifically about Problem when making payments. It was received by the CFPB on 2025-08-09T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with monetary relief". 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 (Payday loan, title loan, personal loan, or advance loan) 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.