Consumer complaint received 2021-07-16
Company: Square Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Cash APP - We had 4 transactions totally {$450.00} on XX/XX/XXXX that are 100 percent FRAUD against our account. We had a PIN Number for security purposes. We also had email notifications and tried to contact them many times via phone. No one would answer or if they did ... they said they would research and get back to us. No one called back. We didn't know that you could submit a fraud case on their app. They will tell you how sorry they are but since we are past the 60 day policy of reporting it, they can't help us. Well, we did report it. Magically, no record of it. Now when we email, we just get told they will research it but eventually an email says they can't help us even though we are asking them to waive the 60 day policy. The last telephone call resulted them in hanging up ... .we did NOT yell or use profanity. Here is one of emails sent and no answer to any of our questions : Thanks for your reply. We understand that it is past your policy of 60 days. We are asking that you waive that 60 day policy for the following reasons : 1 ) We would think you would want to find out who is using your servers illegally and stop them. If you have proof, I will gladly contact the police and file charges. 
2 ) We were using a PIN number at the time of the incident ... XX/XX/XXXX. No, we don't write them down ... and yes it totally random generated number. I still think someone got the info off your server. 
3 ) Where does the " XXXX XXXX '' come from in the transaction? It seems to me that it would be a good and fairly easy way to find out who this person is. 
4 ) Had problems locating a number that worked to get to Cash App. I finally got through to someone that stepped me through entering it on my profile.

5 ) We could make up a bunch of other excuses but that the fact is that we let it drop by not following up. 
I was very busy on a BIG BIG PROJECT at work and I am getting older ... .I just forgot to follow up. 
Hmmmm, how come you guys don't follow up? XXXX and XXXX follow up with PAPER. You sent us an email like the one below but it went to SPAM and we didn't see it. I would think you would want to be known as the the most secure cash app in the world. We have always provided our telephone number to make it easier for you to call and ask questions. But, you have responded via email in a timely manner ... .this is good ... .now do better. Unfortunately, email went to spam and since this was first time submitting expected something in writing like others do. 
6 ) What organization oversees your CASH APP? I suspect that FDIC doesn't. 
7 ) I would like to know what Cash App does to secure my information. I had push notifications that is how I knew they happened when I woke up. I also had a PIN and passcode. So how is your security so lax, someone was able to hack. 

I would like you to move this up the ladder and see if your MGMT has some compassion and concerns for the above reasons. Have them call me if you wish ... XXX-XXX-XXXX. 

Sincerely, XXXXXXXX ================================== As we search and read articles on the internet, we find that there FRAUD rates are up over 300 percent ... ... .do n't know if this is true or just a guess. How can an organization in our BANKING industry still be in business?

Company response to consumer: Closed with explanation