Block operated in a manner that deprived Cash App users of meaningful and effective customer service, leaving its network vulnerable to criminals defrauding users. This behavior was characterized as violations of consumer protection laws.
The CFPB emphasized that Block made it difficult for customers to request help, stating its investigations into unauthorized transactions were "woefully incomplete" and questioning the integrity of its investigation practices.
According to an internal Block document, the company challenged nearly every chargeback it received from customers, a strategy that aimed to minimize the financial burden on them when dealing with unauthorized transactions.
Eligible Cash App customers are those who reported unauthorized transfers since July 1, 2019, and faced inadequate customer service responses, such as being directed to external entities instead of receiving help.
Collection
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