Consumer complaint received 2022-03-02
Company: Block, Inc.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My name is XXXX XXXX I work for XXXX and XXXX. I have been a loyal customer and account holder on Cash App for 2 years without incident until XX/XX/XXXX when Someone stole my phone and linked thier Bank card to my Cash App Account and then stole {$8500.00} of my savings from cash app. I instantly reported this to Cash App Within a hour after founding out. The thieves immediately sent XXXX dollars to a account but Cash App refunded it back to my account because of Scam like activity but instead of locking the account they allowed the thieves to deposit {$750.00}, {$1200.00} and then XXXX instantly to a bank account named XXXX XXXX XXXX.or XXXXXXXX XXXX  They did all of this at XXXX and I contacted Cash App Support and reported all of what I have just told you by XXXX. I was told that they would do a investigation and I would receive a email in 10 business days. But after 10 business days Cash App Sent me a email saying that the case was closed. I have not been able to work because they stole my money and my Car insurance was cut off. Therefore leaving me out of work I make over {$220.00} each day and I have lost about XXXX dollars so far and counting. each day that I am out of work is stressful because I am a single father and I have worked around 14 hours a day saving and I am astonished and amazed at how easy the thieves were allowed and able to do this. And especially after fraudulently trying to steal {$500.00} moments before. Cash App has been incompetent and very unprofessional at doing a investigation and I am at lost for words and my mind isn't intelligent enough to understand why I have not received my hard earned money back and especially when they seen exactly whose bank account it went into within a hour of them stealing it. They have denied me due process and broken the Federal Trade Law which clearly states that they are totally responsible. By federal law it isn't possible that they withdrawed and removed over XXXX in a hour. I have been out of work and All of my passion has been stolen along with the money I have tried to continue working but this has left me in awe and sad. 
Me and my roommates got into it and they admitted that they stole the money. Their names are XXXX and XXXX. And I recalled The police and they came and took thier names. 
But this letter is about Proof Of Due Diligence. That's what I would like to see. I'm waiting for my money to get returned and I have been waiting since XX/XX/XXXX. I was told that I would have resolution in 10 days and after that I have been lied to and given the run around. Could you please tell me how long before I have to the funds back ino my account. There is no way that they should have gotten the money because i informed Cash App Support within A hour after founding out they depositedthe money into their account. 

A wire recall should have been made and a fraud freeze placedon their account. I don't know why I have not been reimbursedyet. This is very frustrating and unprofessional. I have been banking with your company for 2 years and I'm be treated very unfair. I have also talked to lawyers and escalated this case to the Federal Trade Commission and XXXX XXXX XXXX. I know you just received this case but I just have to say that I have been treated unjust. I am meeting with newspaper and News Investigators. Everyone I talk to agrees that I did everything I was supposed to do and even gave Cash App ample amount of time to stop my roommates from getting the money out of the bank. This is my life and I don't get another one. This is unprofessional, unacceptable, and not how you treat customers. I would like to have my money back now please. I have worked hard saving that money and any other business or bank would have given me the money back after seeing the unauthorized transactions. Like I said I don't know what Block, Square, Cash App policy is but it isn't holding the customers interest in high regards. If you need more information I can't see why. 
If your Company did the proper Due diligence checks these thieves would have never received my hard earned money. Before this situation turns uglier Please give me Due Process And return the stolen funds or show me PROOF OF DUE DILIGENCE.

Company response to consumer: Closed with explanation