Consumer complaint received 2021-09-09
Company: Square Inc
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Thu, XX/XX/2021 XXXX XXXX  Cash Support ( XXXX ) I had notified Cash app that I could not access my account and where was my {$450.00} that was in my account and it was part of my government benefits. They acted as if they were so concerned sent me the same notice from other people like 6 times. I had answered all the questions and then some and still kept getting the same message over and over again. They sent me a response and accused me that it was my fault and therefore it was authorized. 

I am unable to access my original account and {$450.00} that was in accounted is no longer reflecting as XXXX allowed someone to access and assign account through fraud. 
2. What is the date/time and amounts for the transactions that you believe are in error? 1. Any and all transactions dated XX/XX/2021 at or around XXXX XXXX. I can not access the account as CashApp allowed unknown to gain access and complete control of account with {$450.00} in said account. 
3. Why do you believe the transactions were unauthorized? 1. No One was authorized or allowed access to my account. I can not specify on transactions as I can not access my original account. 

see attached : Cash Support ( XXXX ) Hello, my name is XXXX. Thank you for providing that information. 

We compared the transaction you brought to our attention with your account history. We determined that we received the transaction in question from a known device. This device had accessed your Cash App account prior to this event. 

Based on this information, we have determined that the transaction ( s ) in question was authorized, and as a result, we have denied your claim. This concludes our investigation into this claim. 

We recommend speaking with anyone who had access to your device at the time of the transaction. 

To further secure your account, we suggest the following security steps : Sign-In Code - Cash App will never request this information outside the app.

Security Lock - Enable this setting to require your passcode or Touch ID to authorize every Cash payment.

Personal Identification Number ( PIN ) - Protect it and keep it private. Do not write it on your card or store it with your card. 
- Use a PIN that is difficult to guess. 
- Avoid number sequences ( XXXX ), DOB, SSN, address, phone number, etc. 

Push Notifications - Enable for every transaction.

Virtual Card - Hide your card details by clicking on your card.

- Touch ID / Facial Recognition / Passcode - Enable enhanced login security measures on all devices.

- Because all devices vary, you may need to check your device manual for more information. 

Email Two-Factor Authentication - Enable for an additional layer of security. 
- We strongly encourage using an alternate or secondary email for additional security. 

Now that weve closed this investigation, youll need to open a new case if you need further assistance from Support. Heres how : 1. Log in to your new account 2. Tap the profile icon on your home screen 3. Tap Support 4. Tap Something Else > Cant Access Old Account > Contact Support Cash App support will never ask you to provide your Sign-In Code, PIN, require you to send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind. 

XXXX Cash $ pecialist

Company response to consumer: Closed with explanation