Block, Inc.
vs. Block, Inc.
On January 16, 2025, the Bureau issued an order against Block, Inc. (Block), a nonbank headquartered in Oakland, California which operates Cash App, a mobile payments application through which consumers can send and receive money through peer-to-peer transfers. The Bureau found that for years after the inception of Cash App, Block failed to provide effective customer service for Cash App, including by failing to provide live telephone agents, which prevented consumers from being able to have their financial issues addressed in a proper and timely fashion and resulted in fake customer service lines through which consumers’ information would be stolen, in a manner that was unfair in violation of the Consumer Financial Protection Act of 2010 (CFPA). The Bureau also found that Block failed to take timely, appropriate, and effective measures to prevent, detect, limit, and address fraud on the Cash App platform in a manner that was unfair in violation of the CFPA. The Bureau further found that Block used the card network chargeback process as a substitute for fulfilling its obligations under the Electronic Fund Transfer Act (EFTA) and Regulation E to investigate and resolve disputes about unauthorized transactions in a timely manner in violation of the CFPA’s prohibition on unfair practices. In addition, the Bureau found that Block engaged in deception by misrepresenting that it protected consumers from unauthorized transfers and had a telephone line to report such unauthorized transfers. The Bureau also found that Block failed to comply in multiple ways with the requirements of EFTA and Regulation E, including regarding error resolution. The order requires Block to change its practices to comply with the law, pay at least $75 million in redress to consumers, up to $120 million. The order further requires Block to pay $55 million in civil money penalties.