Consumer complaint received 2020-11-19
Company: Square Inc
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XXXX my account with cash app was hacked I informed them in a email. XXXX there isnt a phone number to reach them who knew. I was instructed through email to create another account because the account of my account that was hacked ( $ XXXX ) would be closed and red flagged. So I complied I made a new account ( $ XXXX ) I also reached back out to cash app and said hey I have a direct deposit coming in between the XX/XX/2020 ir the XXXX please I need that money and what happened to my money that was left in the account my {$600.00}? 
I was told no worries everything would transfer over to the new profile account I said ok. 
XXXX. XX/XX/XXXX, XXXX, & the XXXX still no money to the account I reached back out to cash app about regarding wheres my money now I'm super XXXX my money is going to this account but I'm not getting a dime of it. Matter of fact I reached out 149 times in a email, each rep I spoke to gave me the same generic message. I also reach out to department of labor unemployment I kept calling I kept getting due to high volumes of calls we can not take your call please try back again later I tried everyday 122. Alls to unemployment 122 calls later I finally got in contact with unemployment on XX/XX/XXXX, the put an escalation on my case however nothing wouldnt be done until 2-6 weeks later. Now I'm panicking so reach back out to cadh app with very volatile language wanting my money they continue to send generic message up unfol XX/XX/XXXX, and the email states hey XXXX goid news we wer make to open the account that was flagged and close you can get your money in my mind I said finally I access the old account of $ XXXX and I'm XXXX use money was taken from my account from about 30 people I had no clue ad to who these people were then I saw bitcoin transfers I never used bitcoin most importantly I I honestly dont know who all these people was and if that account was XXXX and closed how were these people able to take my money was this an inside job. Then after I saw the transactions on this old account how could this be if you looked at my transaction prior I never dealt with these people. I'm super upset then to boot on the new account I still to date have not re ieved my unemployment cash app kept playing these games asking for the same information over and over which I already supplied this information 76 times over I'm growing weary. So I decided to make a complaint with the XXXX. And FBI. The fbi told me it's nothing they can do about the matter the had XXXX. Complaints against cash app. So I go on complaint biz.com and made a complaint they had over 2,500 complaints I de ide to contact a attorney how can company say they closed and flagg the account but all my money and savings were taken still sending me these pointless email telling me that I got my money and I sent money to other people I have proof in 149 email that they said they closed and flagg the account I'm a single mother of 2 who is terminally I'll this is adding so much stress to my illness I dont know what else to do I'm not able to provide for my XXXX children and pay my Bill 's I'm not looking for a hand out but I want what I worked for. I did email them asking them to give me access to my old account with my money so the closed the new account this is unlawful and unjust Seriously disgusted, XXXX XXXX

Company response to consumer: Closed with explanation