Money transfer, virtual currency, or money service -- Fraud or scam -- Complaint #19343529

Complaint Overview

Complaint ID: 19343529

Company: Block, INC.

Product: Money transfer, virtual currency, or money service

Sub-Product: Mobile or digital wallet

Issue: Fraud or scam

State: North Carolina

ZIP Code: 28104

Date Received: 2026-02-08T12:00:00-05:00

Date Sent to Company: 2026-02-09T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/year>, I received a message from XXXX stating " XXXX XXXX XXXX XXXX Did you attempt with CASH APP # XXXXXXXX Reply 1/YES or 2/NO. Reply STOP to opt-out. '' I was having a lot of fraud and people getting into my accounts a few months before, so I answered no. They then sent a message saying " Thank you for responding, A representative will be reaching out to you immediately. '' I received a call and they were saying that someone tried to take {$4000.00} dollars through cash app. I said that I didn't approve that and they told me that I needed to follow some steps. The man sounded very professional and told me to follow along step-by-step. He told me to first send {$560.00}, then {$630.00}, {$610.00}, {$700.00}, {$600.00}, and {$700.00}. He said that it was protocol. Once that was done, he said that someone would give me a call tomorrow to get the money back. I said sure thing and waited for their call. After I hung up, I got a message saying " Is XXXX XXXX the best time to contact you tomorrow morning confirm yes '', I then said yes. I waited til the next morning and didn't hear anything back. Once I didn't receive a call, I called the SECU to see if they knew when I was getting my money back. The lady on the phone stated that XXXX doesn't do things like that, and that I need to make a police report. I spoke to XXXX XXXX and she stated that fraud and scamming have been getting really bad, she asked for the information and gave me a report number ( XXXX ). The next day I went in-person to my bank to dispute the charges and told them what happened. They told me to wait 10 business days to wait for a response. They denied my claim and said they wouldn't give the money back. I then tried cashapp, I sent them all the information and they denied me as well. When I tried to get the information about the claim, they told me that I needed to answer some questions. I did that, and they still wouldn't send the information about the claim and why it was denied. I even tried talking to a supervisor and that didn't help. This is the response that was given " Hello XXXX, My name is XXXX and I am a Manager with Cash App Support, thank you for your patience while I reviewed your case to ensure accurate and correct information was provided by our team. Thank you for reaching out. I understand how frustrating this might be. I do see you have had plenty of cases that have explained the reason why your claim was denied. I do wish there was a better outcome for you. We compared the transaction you brought to our attention with your account history. Based on the information you provided, our investigation led us to determine that this transaction ( s ) was authorized by you or someone you authorized to use your credentials, and no error occurred. As a result, your claim has been denied and closed. '' I explained that I was scammed, but it didn't help.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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