Consumer complaint received 2023-05-27
Company: Block, Inc.
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX my account was accessed by a different device I have cash app $ XXXX and two different unauthorized out of state devices accessed my cash app account somehow without an access code or access to the email XXXX that had access to the cash app itself or my personal device a XXXX XXXX XXXX XXXX XXXX on the evening of XX/XX/XXXX it looks like two different devices hacked my account one from Florida and one from New York or that's just where it came from I did not notice this because immediately my alerts were turned off and my phone number and my email were changed in the cash app account itself I would remained logged in however and didn't notice anything and didn't receive alert from cash app on the morning of XX/XX/XXXX in the early morning hours someone tried to sell all of my stocks off which were a total of almost {$100.00} worth of stocks and they cashed in my XXXX  they then sent six different transactions to themselves or whoever and different amounts between the times of XXXXand they made six different transactions the first one for {$29.00} the second transaction XXXX for {$12.00} the third transaction was at XXXX for {$9.00} the fourth at XXXX for {$32.00} and next one was {$19.00} at XXXX and the final amount and these were all sent to the same person and should have been flagged was for a dollar which cleaned out my account completely and then they tried to make 15 different cash-ups one right after the other in less than 10 minutes ranging from a dollar all the way up to {$9000.00} and XXXX  immediately called me and said you have some fraudulent activity on your account and we've locked your account and please check your account so then I checked my cash app and cash up had not flagged it and I immediately contacted them via email and via the chat feature as well as flagging each one of the transactions for refund and as a scam independently and was told that I could not contact Cash up until Monday because no one was there to help me. I then contacted cash app again on Monday and spend about 4 or 5 hours chatting back and forth before they finally gave me a phone number to call and told me that they were escalating it to fraud and that they couldn't help me and hung up on me three different times without giving me any information so then I finally get a hold of somebody who then tells me they're going to email me it takes them four days to email me they don't email me till Friday I give them all the information that they asked several times and I have screenshots of all of this and they have yet to contact me back it's been 3 weeks my information was compromised the way I know this is one there was no cash app code sent to my email XXXX said that no one besides my device has has been on my email and that's how I get into my cash app no code was sent my information was in changed within their system and someone tried to run my XXXX  card with my debit number and my CVV and my expiration date that was linked to the cash app for another cash app account called XXXX XXXX so XXXX XXXX is the one that the money was sent to from my account after it was cleaned out I contacted XXXX  they won't give me any information on what was shared with this person or how this person got into their system they can see that it's in two different states XXXX  immediately flagged it and XXXX XXXX has even flagged my account when I send money to someone that I back to back that I have done transactions with before so this should have been flagged it seems like an inside job and I feel like they should offer me identity protection and refund my money since I immediately notified them. Also I called the number that the hacker changed my account information to and first they tried to tell me they were me then they tried to tell me they were someone named XXXX then they try to tell me they were a police officer and they were emptying my account to refund people and I sent them cash app screenshots of this interaction that I had with them immediately and still have not received any information back from cash app or from their fraud department I got one email where they asked for my information for like the 10th time and I sent it to them with all the screenshots and I've contacted them several times and emailed them several times and still have yet to hear anything.

Company response to consumer: Closed with explanation