Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #5106857
Complaint Overview
Complaint ID: 5106857
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: New York
ZIP Code: 11218
Date Received: 2022-01-13T12:00:00-05:00
Date Sent to Company: 2022-01-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I sent an {$800.00} payment to a friends account on Cash App. Unfortunately it had been a few years since she used Cash App, and when she re downloaded the app she was unable to log in to the account I had sent the money to. She contacted support through the app and exchanged messages with over 10 robotic-seeming customer service advocates who kept asking her to prove her identity, which she did, but then was told information was incorrect or missing without explanation when it was not. On XXXX XX/XX/XXXX I began to contact Cash App in-app support for help refunding my money, since my friend was not gaining access to the account. I was shuffled between 8 different advocates who kept repeating the same thing, that they could not help me, and ignoring the content of my messages until finally my complaint was escalated to email support. Finally on XX/XX/XXXX a cash app support manager named XXXX emailed me saying he could not refund the payment and could only work with my friend, the recipient. I added my friend to this email exchange and she gave him a detailed account of her history trying to gain access to the account. He responded that a specialist reviewed her account and determined that they could not help her gain access to her account or the {$800.00} that I sent her and he was unable to provide further information for this particular case. A complete dead end which has left my {$800.00} locked in Cash Apps investment funds and myself unable to get refunded for this. For a company that made {$5.00} BILLION in profits in XXXX the complete lack of support is truly criminal. The support number just hangs up after an automated message saying none of the advocates are available to help, and to use in in-app support. It should not be this hard to reverse a payment, particularly when no one has received it by officially accepting the funds. It also should not be this hard to verify my recipients identity, to transfer the balance between her old and new accounts or to grant her access to her old account. Any reputable banking system would have been able to provide support to fix this immediately the day after it happened back in XXXX.
Frequently Asked Questions
What is Complaint #5106857 about?
Complaint #5106857 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 2022-01-13T12:00:00-05:00.
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.