Consumer complaint received 2022-10-18
Company: Block, Inc.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My XXXX receives social security XXXX monthly direct deposits using an account with cash app and I also have an account with cash app. It says in the agreement with them that they do not charge for sending funds from one cash app account to another, well they did charge me to send money to my account or back to my sons account several times and several dollars per transfer. I contacted them about this issue and was told they could only refund up to almost XXXX dollars back and I explained how that was not excepted and that they need to refund all the transfer fees that they took out. They argued with me and refused to do so. At this point I was already done and irritated with the service they supplied so the last two months that the check came in I at once withdrew the funds the same day the money came in. So, leaving the account at a positive XXXX balance in XX/XX/2022, XXXX 's check came in on the XXXX ( of XX/XX/2022 ) the account was not used in the time of the XXXX checks being withdrawn/received so would have still had a positive XXXX balance after removing XXXX funds from the account but no it was not for some reason right around the middle of the month before XXXX had come in my sons account had been over drawn {$200.00}. I looked on the activity of the account and it shows NOTHING in-between the XXXX checks besides me pulling the funds out when received. So, I dug deeper and found on the statement for XXXX that a {$200.00} ATM withdraw was done on the XXXX of XXXX from a town away from our location. I again reported this to the company and demanded they replaced that money before my sons next check came in ( XXXX of XXXX ) they said they would investigate this and ended up saying that they did not see anything fraudulent on the account. I asked them how not!? When I do not have a vehicle currently and have not been to said town since the end of XXXX on my wedding anniversary ( XXXX ) so that is a non-authorized transaction and I explained how it did not show on my activity but shows on the statement with a screenshot of it. They still refused to refund the money! So I contacted them again several times within the last few weeks trying to get this taken care of so I can close the account before the next check comes in but kept getting the same thing or them telling me I was being rude and they dont accept verbal abuse from the customers to employees I stated I was not verbally abusing them because I used the word XXXX and they stopped responding for a while. I didnt stop with that and let them do this so I continued to try and contact them and finally got a phone number to report it too and when I called cash app the man on the phone told me well they have to handle this over email and that we would have someone contact you at the email on the account as soon as they could. I told him NO! I had already been told this before and had not received an email from them at all! I went back and looked in my emails just to be sure I did not miss it. NO EMAIL! So, I waited a little bit again to see if the man on the phone would get someone to email me about this and NOPE! Nothing! So now restarting all of it again and getting the exact same thing all over again! Now XXXX is here, and my sons check came the end of XXXX and had to PAY for the {$200.00} that mysteriously disappeared! Now I can not close the account due to the fact this money IF IT EVER gets refunded would have to be put back on that account! I have repeatedly messaged them about this issue and telling them to fix it, but they refuse and/ or act like they have no idea what I am talking about and ask me to send them all this information repeatedly. I am done fighting this it has not gotten me anywhere so I am going above the Cash App customer service like I warned them I would do if this were not handled. I am also going to report to the better business bureau the IRS and the federal government not to mention the social security department as CASH APP STOLE {$200.00} DOLLARS PLUS TRANSFER FEEs FROM MY DISABILED SONs AND IS ACCOUNTS!!!

Company response to consumer: Closed with explanation