Product: Money transfer, virtual currency, or money service

On XX/XX/XXXX my phone was stolen. The individual or individuals whom stole my phone began using cash app ( the company I am filing a complaint on ), XXXX and XXXX XXXX to begin stealing money from my bank account. They funneled money from my bank account to these apps and created cards for a digital wallet to begin making purchases on my phone they also sent payments to unauthorized personnel. While these individuals had my phone they found an old photo of tax information and obtained my SSN and applied for an XXXX XXXX as well and began to use that on the digital wallet. This all occurred from the dates of XXXX ( I did not realize how much information they obtained initally ) The individuals responsible removed approximately XXXX from my bank account by these means. When I realized my money had been stolen I contacted my bank immediately and reported fraud and asked to freeze my account. I contacted XXXX and Cash App and reported fraud and these transactions and disputed them and asked to freeze my accounts. I also filed a police report with XXXX XXXX Police Department. I had to contact XXXX XXXX to cancel and report the XXXX XXXX fraud and contact XXXX XXXX  about the XXXX XXXX  transactions. I had to contact all 3 major credit bureaus and freeze my credit accounts and filed a fraud alert. All of the other companys involved performed their investigations and deemed this was unauthorized activity and not me authorizing these transactions and returned the amounts of money they were responsible for. Cash App has not. Cash App even claimed I made false or fraudulent claim and froze my account.

My first interaction with Cash App was once I obtained another phone and was able to log into my cash app account and dispute the transactions this occurred on XX/XX/XXXX. I notified the company my phone was stolen and I didnt not authorize money being pulled from my account and did not authorize six payments. I at the time also had a balance in the cash app account of at least XXXX from earlier transactions that day which were authorized. This money was also stolen. There were multiple transactions that took place from XX/XX/XXXX at XXXX to XX/XX/XXXX XXXX on Cash App not all transactions were completed. I will only mention the ones that were completed. 

XX/XX/XXXXXXXX XXXX XXXX  Add money from my debit card to cash app XXXX XXXX XXXXAdd money XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXPayment  sent XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXPayment sent XXXX Money added to cash app account total : XXXX Payments sent total XXXX On XX/XX/XXXX I initially disputed all of these transactions on through Cash App on their support chat. They stated I could only dispute the payments sent from the account not transfers completed from the bank. I disputed all six unauthorized payments.

I received word on XX/XX/XXXX that the disputes for the first three payments sent were denied. The other three payments were still under review at this time. All three denied disputes reasoning was we determined no error occurred because payment was authorized using a Security Lock feature. It stated I could reach out to support to request documentation which I did. 

On XX/XX/XXXX I received a email stating how to request documentation and what the email needed to contain to receive documentation. On XX/XX/XXXX I sent a email containing all of the required information and explained to them in detail my phone was stolen and even if a security feature was used it was not me and I did not authorize these transactions. I also asked the information provided be used in the pending transactions still under review. On XXXX I received the exact same automated email on what to send to receive documentation I received on XX/XX/XXXX with a different persons name attached.on XX/XX/XXXX I sent back another email stating I already responded with this information and I felt like they didnt even read my email. On XX/XX/XXXX I received an email stating attached was the documentation used for why my disputes were denied. The paperwork only said the same reason the app said my disputes were denied. That a security lock feature was used and because of this my dispute was denied. It provided no actual documentation. It did not state what the lock feature was or anything else I was not already told. Was it a passcode, Face ID, PIN etc. None of this was relayed to me.

I called cash app and asked for my case to be escalated and reviewed. I then had to wait for a cash
app support manager to contact me by email only. He emailed me on XX/XX/XXXX requesting more information to review the investigation further. I replied on XX/XX/XXXX with all of the requested information for all 3 transactions disputed. I explained the details of the case again that my phone was stolen and told them they committed identity theft in my name and had already requested and received what they identified as documentation. On XX/XX/XXXX he responded back stating a on XX/XX/XXXX a specialist reviewed my account for the unauthorized activity and the dispute was denied and I could request documentation and he can not override their decision and it is final. On XX/XX/XXXX my disputes for the other three remaining payments were denied. The reasoning for these stated After further review, your dispute claim has been denied. We closed your account because you didnt verify your identity after your dispute was flagged as potentially fraudulent or false.. As a result, your dispute has been denied. You can reach out to support for documentation at any time. I had never received any email or notice to verify my identity at this time. They also stated that my claims were false or fraudulent and closed my account. 

At sometime before XX/XX/XXXX I contacted cash app through chat and told them frustrations and asked if I would have to get legal representation to return my money to me.

I also was asked to evaluate my experience with cash app because they asked how they did in a email and you can not submit a true evaluation. It requires you to click something that was positive about the interaction even if there was not just to submit. 

On XX/XX/XXXX I contacted cash app support and called them I then spoke to one person and relayed all information to them of what occurred again. They then reviewed all of my previous history of contact with cash app in emails and chat through support. They also stated they did not understand how the disputes did not go in my favor. This individual then stated we would have to do two separate actions both appeal my account being closed and escalate my case to identity theft by a stolen device and she had me give her all information so that it could all be relayed. She stated I would receive a email for the appeal and one to reply too about the escalation and asked that I send screenshots of all of the false activity and not to worry about anything else because she covered the rest. The very next day before I could even gather everything and send in all the screenshots. I received a email on XX/XX/XXXX stating Based on the information available, it appears the funds were added successfully and no error occurred with this transaction. As a result, your dispute has been closed. It furthermore stated the dispute was closed and could not be reopened and I could request documentation again. 

I responded back on XX/XX/XXXX stating I was not satisfied with how this was handled and I would be contacting the Consumer Financial Protection Protection Bureau and legal representation if needed. I never received a response back.

I am now contacted you today regarding this matter. All the other companies involved have been more than helpful in this situation and provided excellent customer service.

I am unsatisfied with how cash app support system was designed to make me move through multiple different avenues to find a complaint and their lack of investigations into this matter.