Consumer complaint received 2021-03-20
Company: Square Inc
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
XX/XX/2021 my cash card through cash app was fraudulently used without my permission or acknowledgement. I didnt find out about until the XX/XX/2021. Cash app never reached out to me to alert me of the unauthorized transactions. Even though it shows the used an old bank account debit card ending in XXXX that was linked to my cash app account a month ago. I was scammed out of {$2100.00} back in XX/XX/2021 by scammers posing as cash app technical support department with a fraudulent phone number. I reported the incident to cash app support by email and the responded quickly but ultimately did nothing or even bothered to follow up with me. My bank was abled to allow me to dispute the transactions with the card ending in XXXX XX/XX/2021 approximately. I cancelled that card ending in XXXX. The gave me a new card which I linked with me cash app account. Cash app recommended that I do some things to protect my account as well and I did everything to listed in email. So my account I assumed was protected from any further fraudulent transactions. I even got skeptical and I opened another checking account with XXXX XXXX and linked it with my cash app to prevent fraud. I used the Bitcoin feature several times without no problems. My tax refund in the amount of {$5600.00} was deposited on the card in late XX/XX/2021. I checked me account frequently and only used it a couple of times by taking out only {$200.00} to {$250.00} and then replaced it from my XXXX XXXX account to keep it at the origin balance of {$5600.00} or at least the difference of the {$200.00} or {$250.00}. In the second week of XXXX it shows in the activity with cash app when I withdrawing and all transactions. On XX/XX/2021 I was needing to use my Bitcoin through cash app that day and discovered {$2100.00} was missing out of my account. So I went into the activity tab and discovered that these unauthorized transactions failed but {$2100.00} the same amount that I was scammed for back in XXXX with the same card ending in XXXX was attempted. I informed cash app immediately by email. I also went to withdraw remaining funds of the cash card prepaid card at XXXX XXXX which declined. I called XXXX XXXX XXXX XXXX that handles cash card transactions and made a complaint with them on XX/XX/2021. The informed that they will forward this to cash app and that they would get back with me on the following Monday. They actually reached out to me the next day saying that my account has been closed because I violated their terms. And that I could get the remaining funds out of my account by transferring to my XXXX XXXX account which I did. They also said that the didnt see the {$2100.00} that I was disputing which is ridiculous. In their activity tab if my cash card account didnt show where my money disappeared to, but I know the amount of {$2100.00} was taking without my authorization. I also had my stimulus money be deposited that same day XX/XX/2021 which was sent back due to their unprofessional poor customer skills and fraudulent practices. Please address this and if you need proof from me I have the snapshots from the errors they made.

Company response to consumer: Closed with explanation