Consumer complaint received 2020-04-02
Company: Square Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/2019, I was a victim of fraud. Someone contacted me via XXXX   posing as a friends business. This individual asked for my number and contacted me via cell. My cash app information was requested to " allegedly '' send funds as I was a winner of a contest. The person called me was able to successfully send themselves funds, I recieved notifaction for the 2nd transaction, I became uneasy and realized this person was an imposter. I then took a screen shot of the conversation via direct message via XXXX and Cash app support was contacted immediately regarding the fraud. Cash app support responded to my complaint and instructed me to dispute the transactions with my banking instituion. I filed the banking dispute with XXXX  XXXX XXXX. Cash app received notification of the claim from XXXX, then closed my account. I attempted to speak with someone regarding this and I was advised that my account can not be re opened. Cash app support also advised that " no additional information could be given ''. There were a series of additional communications sent as a reply to XXXX. This email address is the only known email that I have been able to successfully respond to, however, when sending mutliple communications to XXXX, I began to recieve bounce backs emails stating that the XXXX is unmonitered and that I would need to submit via app within the profile where you will find the support link. 

Once I have submitted my ticket to the support via app within the profile, XXXX repsonds to my email XXXX the same response as the previous email sent advising me to submit via app within the profile via help link. This is what I call " going in circles ''. This is very frustrating when trying to escalate to have this resolved and re open my account. 

As a soultion, I created a new cash app id from my secondary phone number XXXX with a new email address. The banking information however did not change. Cash app would not activate the new id and closed this account as well. I am alarmed by this as I am not sure why this would be an issue as I did not complete fraud. I emailed cash app support from the new account and recieved a response stating my account is closed, no further information can be provided, and to read the terms and conditions. 

It is understood that cash app is not the only mobile cash application, however, as a consumer I would like to excerise the right to file a complaint requesting assistance in this matter with CFPB. At the present moment, especially with the global covid pandemic crisis, we are living day to day during an unprecedented time. The last thing I would want to do is to force a person to risk themselves to find a money transfer location while the world has literally been titled on it's axis. Only business in operation are essential businesses. To be frank, money services are found in retail stores in which some are closed. For those that remained open, there is a risk of infection when heading to the stores along with everyone else. 

Square Inc support was contacted and I was verbally told Square inc support can not help with cash app as this service is not managed by live representative. I then asked if there was corporate office to write to, I was advised there was not a corporate office or dept I could esclate this matter to for review. It is my hope that I will save consumers the headache of unfair business practices as it relates to mobile apps & the internet. Below you will find the cash app claim number. 

Cash App Case # XXXX

Company response to consumer: Closed with explanation