Consumer complaint received 2023-11-28
Company: Block, Inc.
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XXXX XXXX, I called XXXX to purchase insurance for my new laptop.During the call apple phone hung up, however XXXX called back immediately. I answered, the representative said, this is apple sorry that the call disconnected. XXXX went through a verification process asking me several different questions pertaining to me.The entire time the representative kept stating that they were having phone issues, which caused us to be on the call for over an hour. I eventually hung up because the call wasnt getting any where. The guy sent a code to my phone. I gave him the code, he said he had to send me an app to get the code. I followed the representative order think he was legitimately trying to help me. However when I got off the call, I received an alert from bank. Once I logged into my online banking, its was very clear that all of my accounts were hacked. The cards in my apple wallet had been used, money moved out of every account I had with XXXX. I called XXXX back to let them know that I just got scammed by someone saying that they worked for XXXX. While on the phone with apple the XXXX XXXX called me back, I merged the call with XXXX and the scammer. The scammer say, hi XXXX, this is XXXX returning your call, sorry the previous call was disconnected due to system issues. Immediately the apple lady said, XXXX hang up thats not an XXXX representative on your phone. Call XXXX now. So I did. Officer took a report and told me that I should be able to go to my bank or call cashapp  to help fix this. So on XXXX XXXX I went to XXXX located at XXXX located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX, A banker sat down with me from XXXX filing disputes on all my accounts due to the scammer accessing my online information & mirrored my phone. Money was taken from my business account via XXXX  and cash app, personal savings and checking account, credit card, line of credit. However I found out about a week later that the claims were denied because the banker at the above location filed them all wrong. So another banker at the same location refilled all the fraud claims. Eventually all my funds were returned. However on on XXXX XXXX XXXX reversed one of the transactions from my Business Account, from cashapp  in the amount of {$3900.00}. I immediately went back to the truist address located in this complaint. The same lady that filed the second set of fraud claims said, she couldnt help me because it was out of her hands. That the bank cant help get my money back even though its fraud. Said its a 3rd party involved ( cashapp  ) said Cashapp  had to help me because its not the bank responsibility. Even though I had already filed a few claims with Cashapp  but they refused to do a real investigation, Cashapp denied my claim within 10 mins the first time the 3 minutes the next time, said the case is closed to go to my bank for help and call the police, even though I provided a police case number back in XXXX when I reached out to cashapp. The case number provided on XXXX XXXX was XXXX officer XXXX, Badge number XXXX. Cashapp  still denied my fraud claim saying I authorized the payment ( which I did not, my online information was hacked and my phone while talking to XXXX ) then when I went back to Truist on XX/XX/23 to figure out why the transaction was reversed and they said cashapp sent them proof that I made transaction, and trust just closed the case, on the same day, the banker at the above address told me to go to the XXXX location which I did, because a branch manager named XXXX could help me with my issue, asked the banker could she call before I drive all the way to the XXXX location, only to find out when I get there, no manger was available. The banker at The XXXX location, The banker at XXXX XXXX location XXXX XXXX XXXX XXXX, XXXX, GA XXXX, I arrived around XXXX but couldnt get assistance until XXXX because I had to have an appointment to get her help, even though she had no one on her office at all, eventually she called the fraud number and they informed her that the bank will not help me get my money back and I needed to go to the court house and file a subpoena which I had to go to XXXX XXXX courthouse to do that. So I went to XXXX XXXX courthouse. I wanted to be told that the subpoena will cost me {$210.00} to file so I did not do the subpoena I went to another truest bank location located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX, I was told again that no one could help me, but she saw a escalation for my claim and someone would follow up with me on Monday or Tuesday. So on yesterday a guy from XXXX called and said the bank has nothing to do with this, that I need to go to cashapp for help even though the bank knows that cashapp  has denied my claim a few times without actually doing a investigation. I called cashapp  back they said they closed the case because I gave someone access to my accounts, I promise I never gave permission for anyone to use my money or account I was hacked. Cashapp  said they see where the person added a card for 3 mins and was able to take the {$3900.00} off then the scammer debit card was unlinked immediately and they also said they have never seen the card on my cash app ever, they also said the saw 3 attempts for the {$3900.00}, the first two were declined but the tired time the scammer was able to take the money. Cashapp  said to go back to the police and tell them that cashapp  can not get my money that Cashapp  would corporate with police. Or go back to my bank because cashapp  closed my case and it will not be reopened or looked at. The bank is saying something similar but the bank is saying my claim was denied and can not be reopened once denied twice even though I havent actually spoke to any investors on either company end. I need help getting my money back. I have been to 4 different Truist branches, no help, called fraud number every time, no help. Called cashapp  several times, more than 6 times looking for help no one will help me and Im honestly telling the truth. I was robbed and the bank I been with for several years is not trying to help at all. 

Police report number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Cashapp XXXX Cashapp XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation