Consumer complaint received 2022-12-30
Company: Block, Inc.
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I called someone claiming to be XXXX support because my XXXX was hacked and XXXX. They verified that my XXXX was indeed hacked and that my cash app was linked to it and had possibly been compromised. The scammer had me download the XXXX XXXX so he could have remote access to help me resolve the issues with Cash App. And there are plenty of legit companies that can help you remotely!! So its not uncommon for someone to be scammed this way! 
When I realized it was a scam, I immediately disconnected my bank info and contacted cash app to let them know I had been scammed. Cash app initially denied my dispute via their online chat feature and via email saying it looked like I authorized it therefore nothing they can do. But after that date, I had TWO cash app customer support reps both say, at different times and different phone conversations, that after my bank got involved, they then proceeded to attempt to refund the {$2400.00} that was scammed, back to my old bank account on XX/XX/XXXX. However, due to fraud and the fact that the scammer had remote access to my phone and accounts, I had to close that account and open a new one on XX/XX/XXXX. When I told cash app it was sent to wrong account and tried to have them send it to my new account, they told me they would escalate the issue to their manager and I could email the manager to resolve the issue. As that is the only way to communicate with the manager apparently. The Manager of cash app proceeded to go back to square one with my dispute and said that they originally denied the dispute and theres nothing more they can do that I would need to talk to my bank and seek other resources to fix situation outside of cash app. She didnt even acknowledge that a refund was attempted after I explained to her more than 3 times what happened. My bank also denies there was a refund initiated on XX/XX/XXXX. 
The manager of cash app I was speaking with via email, her name is XXXX, ignored what I said and dismissed me immediately. Wouldnt even give me a contact number or info to someone in a higher position to talk to to help me. 
Over the course of 6 hours today, I talked to more than XXXX customer service reps from cash app. And even more from my bank trying to clear this up. Most of them were rude and unhelpful. Only two people from that whole time, TWO different specialists from cash app verified the same information : XX/XX/XXXX Cash App deposited {$2400.00} into account ending in xxxx. But they will not send that deposit to my new account now, they wont even try to help me in any way. Back to square one with them saying I authorized the scam and allowed the transactions to go through. All I want is a refund for a scam I never authorized. This happens every day to the smartest people. I want them to understand that I would never willingly send that amount of money out and never have! Nor would I send money and then ask for it back because it was a scam! Makes no sense! If they can be open and see that, I just want for them to send me a refund to my correct bank account like they said they attempted before. They were rude and unhelpful most of the time! Treated me like I was the scammer! I also have a police report on file for this that they dont seem to care about. I couldnt upload all of it. Just first page. But please Help!

Company response to consumer: Closed with explanation