Consumer complaint received 2021-03-23
Company: Square Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This complaint is about the online money transfer service cash app. 
Months ago I had received an email from Cash App informing me that there are and have been unauthorized attempts to access my account and you were going to rightfully disable my account which I do agree with, I contacted them back which was through email because they claim to have a new phone number, I have asked numerous times for a phone number just to be told to go through the process on the app to initiate a problem, over and over, they eventually sent me a list of questions to answer regarding the device used to access my account, location, my personal information etc. to verify my identity, they a week later informed me they had closed the case because I had not contacted them in merely 3 days. I had to start the entire process over again, and weeks later I received an email informing me they have closed the case completely because the devise used to gain access to my account has been a device that has accessed my account in the past. I then proceeded to ask them politely if this device has accessed my account before this time in question, then why was I not notified then the first time? And if your telling me you are closing the investigation because the device in question has previously accessed my account, and you had no reason to warn me, then why did you warn me this time at all since it was ok the previous times? 
They then, just last week sent me an email stating that they will no longer pursue to file this unauthorized activity claim on my behalf because they do not have enough evidence, even after I provided them with the name, address, phone model, make and number, etc of the person that has just committed identity theft on me, as well has open 13 credit cards, bank and credit union checking accounts and commuted fraud to the point the IRS, treasury bureau, police department are pursuing pressing charges, the FBI contact me two weeks ago regarding similar matters, and even have an open investigation with you as well and have not been updated yet by you. They have all the information from there tracking software to know exactly which make and model phone was used, the I.P address used, the web browser used which narrows it down completely and without question to exactly of the identity of the person committing this federal crime as well as the exact address and location when this happened, as well as I gave them the information of the person in question so they could simply match it up and simply file a complaint, which they have now refused to do. I have saved every supporting document regarding this case Im trying with every breath to initiate with the same company that has allowed this crime to happen in the past from the same person, then they informed me of an unauthorized access to my account this last time only. They contacted me and now they are telling me the wont help me at all. I have every email, and document since this one and only time theyve warned me about unauthorized access to me account, I would like to share them with you. And they still refuse to give me a phone number so me or my attorney that Im evidently going to have to get can contact them directly. Please help!!

Company response to consumer: Closed with explanation