Consumer complaint received 2020-05-13
Company: Square Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
On XX/XX/20 I XXXX XXXX was concerned that my pay check had not post on my cash app.card.It has always posted before XXXXI send a message asking about my deposited. Cash app replied that we received your message and well be getting back with you. I replied back with a message how long. And there wasn't no reply back from y'all. So I XXXX for cash app phone # .The # that came up was ( XXXX ) XXXXCalled # talked with a man explaining about my paycheck has not post to my cash card.He asked me how much it was .I stated {$920.00}, He stated to me first he would need to verify who I was.He verify my phone number. He told me he sent me a message with a code.I got the code called it back to him.Shortly after he stated he sent me a link. That i didn't need to click on it to send the link back to the # he texts me.I try doing what he asked but I was doing it wrong.That this is a new phone that I don't know how to do what he is asking. So he proceeded walking me through. Meanwhile while doing the walk through i seen the amount posted $ XXXXBut in a blink of a eye it was gone .I asked him where did it go .He stated don't worry it is there we just have to finish the walk through. So we proceed doing that and I got to the section that had to put in a card # which I put in the cash app card # which didn't work. I kept? him about it he stated to me you don't have a bank account.I stated no.he said i well call you back in a hour and he hung up.i called back several times and had the same problem.They would hang up i would call back. And they got where they wasn't answer when I call.So called my daughter explaining what happened. She stated that I needed to come over to her place. So I did. When I arrived at daughter 's house, I and my daughter called the number back an started the process all over again. The guys name was XXXX he said an he had my daughter follow his instructions to get access back to my account. Had her download a app on her phone and my phone saying its just to see our screen to better assist us. We were still getting the messages from cash app like we would if we were transferring, etc. So we thought is was really cash app helping us. We managed to access my account, though we then realized the app he had us download not only just let him see our screens it also gave him access to everything but then it was to late. My daughter started questioning wheres our money at, wheres our money at!!! He said its in a safe place don't worry i transferred it to your bank account, check your account. So my daughter checked her bank account and nothing, when she exited out of her bank app back to cash app she was locked out and he hung up. The last thing my daughter seen was transfer {$930.00} to her account and her money {$1500.00} along with mine gone in less then a second. They didn't log me out of my account this time but did log my daughter out and now she can't access it or find it to recovery it. She's emailed all information requested about accessing old account and about the fraud on both of our accounts and nothing seems to be being done about it. No more emails back or anything. Her and I have requested to have a real live person call us back so we can figure out how yall are going to honor fraudulent activity on our accounts an refund our money back due to scammers getting access to accounts and posing as cash app reps. That Square Inc advertises honoring fraudulent issues with a full refund when not done delebertity/knowledgeable. Which clearly we didn't realize it wasn't cash app reps at the time since we were still receiving emails and texts from cash app except for when they unlinked my daughters card or when they stole our money. On XXXX XXXX Cash App Team credited my daughters account with a full refund of {$2400.00} at XXXX. Since her cash card was reported stolen, they closed card and issued her a new one though it was going to take up to 2 weeks to receive card in mail. So my daughter sent me the money in 2 transactions of {$930.00} and {$1500.00}. So I could use my account to send the money to her bank account for her. So she linked her bank card to my account. When I tried to cash out the funds to her bank using my account, it declined and my account was locked. it said to unlock account contact cash support and within 24 hrs I should gain access again. But that didn't happen! I've sent email after email and still haven't received a reply back except for email saying we've received your message, a cash support rep will contact you shortly. well that didn't happen either. I've also filled out and sent back a suspicious activity form that I received in order to unlock my account along with other emails showing proof that there was No wrong activity done. That I was just trying to cash out the funds for my daughter. Though since my account has been blocked, my daughter has requested a refund for both transactions to be sent back to her account since she has received her new cash card but I cant accept her request due to my account being locked. Its been over 10 days and my issue still has not been resolved. I am fixing to have to take other measures to have this issue resolved so I can have access to my and my daughters money. Due to not receiving any reply 's back from y'all, it seems like y'all are trying to scam us for our money. if there any other information or questions needed, reply back to XXXX or XXXX or even give me a call at XXXX. I XXXX XXXX also gives XXXX XXXX my daughter permission to handle this complaint along with any other issues due to I not being computer inclined. Her information is XXXX XXXX, XXXX, XXXX, XXXX. 

thank you XXXX XXXX

Company response to consumer: Closed with explanation