Consumer complaint received 2020-06-09
Company: Square Inc
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2020, around XXXX XXXX  EST I became aware that someone unauthorized hacked my account by changing my XXXX information to $ XXXX and name to XXXX. On that same day, roughly within that time period of realizing the account was compromised - I requested a new card. I tried to contact customer service but it is automated ; no person is available to talk. The only way to request a new card is via the cash app ; it was reported stolen and asked for a new card due to suspicious activity. 

On XX/XX/2020 my job deposited my paycheck into my cashapp account in the amount of {$650.00} at XXXX XXXX  EST. XX/XX/2020 at XXXX XXXX XXXX, {$650.00} was withdrawn from account to pay to XXXX XXXX XXXX. This was unauthorized payment, identity theft and fraud. I do not recognize this name/cashtag. On XX/XX/2020 at XXXX XXXX EST, cashapp customer service was notified about missing funds of {$650.00}. On XX/XX/2020 at XXXX XXXX  EST, I reported identify theft to Federal Trade Commission. On XX/XX/2020, I have called customer service number at least 10 times to report the fraud and identify theft. It is an automated system and no person is available. I have tried multiple numbers listed on the consumer agreement form. All the numbers listed either do not work or is automated. No person is available to take compliant. This company is owned by Square and customer service information is the same. On XX/XX/2020 I used my laptop cash.app/support to send multiple online complaints reporting unauthorized payment {$650.00} to XXXX. I continued to send the online customer support complaints due to lack of communication from cashapp with an answer or follow up. The online forum used stated that user has reached the limit of tickets to contact them and was locked out of trying to contact them using same forum. 

In the phone app, I have attempted to report the refund using the directions explained in the automated services ; however, it redirects me to contact customer service and to send an email. When the contact email populates on the phone app, an error message will not allow it to be sent. The automated directions explain to use the phone app to report the fraud : open the app, go to transaction history, click on unauthorized payment, once open -click tab to refund money and request will be reviewed and someone will notify you in a few hours about refund request. I have tried multiple times, unsuccessfully. It does not allow you to complete the refund in the phone app - the page expires or does not send. 
Today, XX/XX/2020 I also contacted local police to report identity theft and fraud. And, currently I am reporting to the consumer financial protection bureau at XXXX XXXX  EST. The company has shown no actions to refund my money that was taken by the unauthorized transaction. The company has no physical person to make complaint to about identity theft and theft. The company phone app is not user friendly to report information related to theft, identity theft or stolen information. As stated, the card was reported stolen just days prior to the unauthorized event. This morning, I contact my HR department where I work to report the incident and to stop any current/future transactions using this cashapp for direct deposits.

Company response to consumer: Closed with explanation