Consumer complaint received 2021-03-28
Company: Square Inc
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Dear Sir, I have a CashApp account. On XX/XX/2020, there was a discrepancy on my CashApp account. I went to XXXX to get a phone number to call CashApp. XXXX showed the number XXXX. I spoke with a man named XXXX XXXX, who told me he had to set up " dummy accounts '' to clear the pending message. I followed his instructions to set up the " dummy accounts '' only to find out he was taking money out of my two ( 2 ) bank accounts which were with CashApp. He took {$2600.00} from my XXXX XXXX account and {$6300.00} from my XXXX XXXX ( XXXX ) account. This was a total of {$9000.00}. Both banks, the XXXX XXXX and XXXX XXXX have reimbursed my account with the amount of funds taken. 

However, as of XX/XX/2020, I had {$3500.00} in my CashApp account. On XX/XX/XXXX, {$260.00} was taken from my CashApp account and then {$1900.00} was also taken out, which was a total of {$2200.00}. I have petitioned CashApp, owned by Square , Inc., on several occasions to reimburse me the amount of money taken out of my account. The company did not address the issue of funds from my CashApp account. I have contacted the following agencies and filed reports : XXXX ) XXXX XXXX XXXX XXXX XXXX, complaint # XXXX XXXX ) Federal Bureau of Investigation at XXXX XXXX ) Attorney General of Michigan, XXXX XXXX, refer to XXXX no : XXXX XXXX ) Consumer Report to FTC : Report Number XXXX XXXX ) XXXX XXXX XXXX, XXXX XXXX, CA : ID # XXXX XXXX XXXX XXXX XXXX XXXX 6 ) Certified letter via United States Postal Service, to XXXX XXXX XXXX, XXXX of Square , Inc. Tracking no : XXXX XXXX XXXX XXXX XXXX. Signed and received but no response from XXXX XXXX XXXX. This was mailed to him at XXXX XXXX XXXX # XXXX XXXX XXXX, CA XXXX. 

The only response I received was through the XXXX XXXX XXXX  and the person responding from CashApp suggested that I contact my banks to get reimbursed from them. However, the funds which were taken out of my CashApp account on XX/XX/2020, did not come out of my bank account, but out of the funds I had in my CashApp account. On XXXX, I withdrew my remaining balance of {$1200.00} from my CashApp account to avoid being scammed out of the rest of my money. However, CashApp ( Square, Inc. ) has made no effort to compensate me for the money taken out of my account. 

Since my incident, I have checked and found many people have been scammed through CashApp. Apparently, XXXX XXXX XXXX is not running a tight ship in regards to him employees because too many people are being scammed through his company. If he does not see the need to build his business around protecting the consumer, then he does not need to be in business at all. 

I think the Consumer Financial Protection Bureau ( CFPB ) should take a hard stand against companies who run such loose practices which allow scammers access to the consumers accounts. Companies with these type of practices should not be in business which involves the consumers. 

I am currently XXXX XXXX XXXX and my husband is XXXX. We currently have many XXXX XXXX and are paying exorbitant costs for various XXXX. We do not have the option to lose money by such scamming tactics. My husband and I support the Senate passage of the bipartisan Stop Senior Scams Act. This entire scam happened to us because we had no idea of what was going on. We even though XXXX would provide us with correct information to CashApp. We had no idea that information could be fraudulent. There was so much that we were unaware of that allowed the scammers to take advantage of us as seniors. We do need your help to resolve this issue. Thank you so much for your assistance.

Company response to consumer: Closed with explanation