Consumer complaint received 2023-12-06
Company: Block, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Reference : CashApp Cash Card Fraudulent Charges Timeline of Events XXXX XX/XX/2023 Notice multiple ( XXXX = {$5800.00} ) ) cash card charges made in a 24-hr. period ( majority under {$25.00} and about XXXX or so over {$30.00} ) via apparent XXXX XXXX purchases. Contacted cashapp via app chat and was told I could do nothing until the charges had actually been posted as complete. 

XXXX XX/XX/2023 Contacted cashapp via app chat again once charges had been posted and was told I had to use the app to file disputes one at a time. I canceled the cashcard and transferred the majority of remaining funds ( {$68.00} left in the account ) to our bank. Processed four or five app disputes until it was clear there was no way to efficiently do that for so many charges. Attempted to call cashapp support but was disconnected twice then was told they were aware of an issue with the app, and it would be taken care of later. 

XXXX XX/XX/XXXX  Issues as not corrected. Finally, was able to get in touch with cashapp support ( XXXX ) and he understood the issue and recognized the implausibility of these being legitimate charges. He admitted the app had been unstable at best lately and would process disputes for all of the charges on his ends but it would still take a while because after answering all of the required questions he had to apply them to each charge. I waited and after about 45 minutes he informed me that they had all been disputed and cashapp would check with XXXX XXXX to verify if charges were legitimate or not and it could take 30-45 days. I assumed it would all be taken care of going forward and appreciated his attention to detail and effort. 

XXXX XX/XX/2023 XXXX receiving notifications of refunds to our account ( XXXX Charges under {$30.00} ) and XXXX pending disputes over {$30.00} ( total of all {$510.00} ). After receiving no further notifications began drafting a letter describing the issue to mail to cashapp ( XXXX XXXX XXXX ). I also transferred the majority of funds to our bank after the refunds. 

XXXX XX/XX/2023 I attempted to email cashapp support and received the response that our claim was considered closed because three days had passed, or the claims resolved. Of course, this was completely inaccurate, so I completed the letter and sent it certified mail to XXXX XXXX XXXX. 

XXXX XX/XX/XXXX  After no contact from cashapp for a week, I called and was connected to XXXX XXXX who once again seemed to understand the issue and after about a half hour or so, was informed she had filed disputes for all charges again. For some reason, the ones shown as refunded or pending no longer reflected that on the downloaded cashapp csv file anymore. 

XXXX XX/XX/2023 Began receiving email notifications ( XXXX ) that requested proof of identity for each claim, all to be done on the app. After four attempts that all resulted in unable to verify account, I gave up and sent the information ( DL and photo ) to the cashapp support email from one of the proofs of ID emails. 

XXXX XX/XX/2023 Received an email from cashapp support asking to answer questions pertaining to the disputed purchases. I responded and explained there are no receipts or anything because we never made a purchase. Received an email stating that our cash card had been deactivated which was completely irrelevant since it had been cancelled since XXXX XX/XX/. 

XXXX & XXXX XX/XX/2023 Received over 250 emails stating our disputes had been denied due to lack of identity proof and cash card disabled. I emailed identity proof when app attempts failed and there still is no card to deactivate. 

XXXX & XXXX XX/XX/2023 Began receiving emails stating that previous pending disputes were being refunded and final findings will be later. All attempts to contact cashapp support result in canned responses directing me to the app. 

XXXX XX/XX/2023 Contacted Texas Attorney Generals Consumer Protection Division and filed a complaint ( # XXXX ) against cash app. XXXX XXXX XXXX Police Department to inquire about filing fraud charges as well. Emailed XXXX XXXX to see if charges were actually made through them or was it just a cover for digital fraud ( incident # XXXX ). 

XXXX XX/XX/2023 Received email from cashapp stating they had received my request and will respond as quickly as possible. Sent second certified letter to XXXX XXXX XXXX ( Cashapp ). 

XXXX XX/XX/2023 Filed Fraud Charges with XXXX  ( case # XXXX ). 

XXXX XX/XX/2023 Received letter from Cashapp ( XXXX XXXX ) dated XXXX XX/XX/XXXX  stating they received my letter ( XXXX XXXX ) and requested three pieces of information ( phone number, email address, and cash tag ). Immediately emailed the information to them as requested, XXXX XXXX responded with a thank you, we will resolve this as quickly as possible, and someone will be reaching out soon with an update. 

XXXX XX/XX/XXXX  Received email from XXXX XXXX stating that they were unable to locate any of the charges and we needed to work through cashapp to resolve disputed withdrawals. 

XXXX XX/XX/XXXX  Received email from cashapp that case was closed, the canned response. Reference, your case # is : XXXX, which made no difference when emailing. 

XXXX XX/XX/2023 Attempted to call and file disputes for a third time ( XXXX ) but was told they could not do it ( although they had handled them all before ) and would escalate my dispute. Received multiple canned response emails directing me to file via the app. 

XXXX XX/XX/2023 Called again and attempted to have them file disputes ( XXXX ), same result. When responded to the canned email referring me to the app dispute process explaining that I was not attempting to file 252 individual complaints via the app. 

XXXX XX/XX/2023 Emailed cashapp to inform them I could not use the app dispute process even if I wanted to file 252 individual claims because all the charges have been classified as denied from the second dispute filed earlier in the month which they should know before recommending that as a solution. Response was to call and have them handle the disputes over the phone, which I had already done the previous two days leading me to this point. It is a never ending cycle of canned responses and pass the buck. 


XXXX XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation