Consumer complaint received 2023-05-04
Company: Block, Inc.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Cash App took money from my account. There is nothing in my transaction history to explain what happened to my money today. 
Support has given me different reasons, None of which make sense, None of which can be verified. They claim a glitch caused money to be returned to my account by mistake OR the same glitch allowed a transaction to purchase without removing the money from my account at the time of purchase. Depending on which story you go with. This supposedly happened on several days beginning XX/XX/XXXX 
They said they became aware of this on XX/XX/ however there have been NO notifications of any sort. Furthermore with one of these transactions being {$60.00} I would have noticed if my account was improperly refunded or a purchase of that amount not deducted. 
Again this money was removed from my account today XX/XX/ without notice and without anything reflecting the removal of my money in my transactions. Each representative has referred to a different # of of days or transactions this supposedly happened ranging from 2 different transactions to 5 different purchase transactions on different dates, all of which show nothing reflecting today 's date but in fact each shows completed the day of that purchase. There is nothing anywhere that shows money returned, there is nothing anywhere to support anything they've said for the reason they took my money today. No record of any of this in my transactions. After getting nowhere with chat support, I called customer support at XXXX XXXX  XXXX the call lasted XXXX XXXX. Most of which I was continually asked to hold. Towards the end the rep said he was preparing my transaction records to be emailed but after an extended hold time he disconnected the call. I never received any records. I don't know of any financial service that can do any transactions without it reflecting in the transactional history showing what, when & the amount. I contacted XXXX who cash app said these transactions happened with. They don't show anything and said without specific transaction details for today 's transactions they couldn't do anything. There are no transaction details for today 's transaction as I said. XXXX is unaware of any " glitches ''. I checked my purchase history on XXXX for the dates I was given, but again, there is nothing unusual about the purchases nor any indication of payments other than on the date of the purchase. Because there are no transactions reflecting the money being removed from my account today along with the differing dates & amounts given by cashapp support and the fact that none of this can be verified nor is it reflected anywhere in the transactional history I now believe Cashapp has illegally stolen my money from my account. 
I will attach a screenshot of the chat with cash app support, according to the message at the beginning of the call to cashapp support the calls are recorded, therefore I expect that they can provide that recorded call for review. I have nothing else to submit as there is nothing other than the chat as record / proof that this happened. They took my my money, there is nothing to show if this happened in 1 transaction or multiple nor the amounts however my cashapp balance was {$97.00} at XXXX today XX/XX/XXXXand went down to {$3.00} without any reason within an hour. I am missing {$93.00} that can not be verify-ably accounted for from my cashapp account.

Company response to consumer: Closed with explanation