Consumer complaint received 2020-11-12
Company: Square Inc
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I submitted a case against cash app as they have not been helpful toward my money theft investigation that happend on XXXX XX/XX/2020 where a lot of charges came out of my account as I was holding the phone on my hands right beside my husband whom is my witness to these random transactions that cleared the bank. Cash app stated that they had completed the request on XX/XX/2020 however, they only returned the money for the XXXX transaction and did nothing to investigate the claims nor return the money that was stolen from me right before my eyes on XX/XX/2020 the parties involved in these transactions are as stated below. XXXX XXXX, XXXX XXXX, and XXXX I have sent multiple emails and they replied by telling me that the XXXX stolen hat was sent to XXXX was returned and when the money was returned I took the money out of cash app and since I did take the money out they concluded that the transactions have been declined by them to investigate. My original claim is not that I took the money out of the cash app after only a little bit of it was returned my issue is that they let the thiefs get away with XXXX and are ignoring my emails and the information that I sent them then they stated that they have no new information and are unable to help me however, I have taken the right steps to protect my account and I tried to stop the transactions as they were happening and I called the police as they were happening and I called my other bank and XXXX as this transactions came through on XX/XX/2020. I have submitted all proof to them yet they do not answer me nor do they have disputed their transactions. according to them if you do not give access to some to your account and you report it they will investigate and return your money. The account were cash app was logged into when it happened is not the same device of the person who took the money and I had that device on my hands checking to see if my mortgage payment I submitted on XX/XX/2020 went through. I have attached a copy of their unauthorized transactions statement and I have done my part. I want them to do their part. 




III. Cash App Account and Communication ... 
4. Your Liability for Unauthorized Transactions Please let us know if you believe there is an Unauthorized Transaction on your Account. You could lose all the money in your Account. 
We will protect you from Unauthorized Transactions in your Account. When this protection applies, we will cover you for the full amount of the Unauthorized Transaction, so long as we were able to complete the Error Resolution procedures described above. 
An " Unauthorized Transaction '' occurs when money is sent from your Account that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your Account, and sends a payment from your Account, an Unauthorized 1 Transaction has occurred. However, the following are NOT considered Unauthorized Transactions : If you give someone access to your Account ( e.g. by giving them your login information ) and they use your Account without your knowledge or permission, unless you have notified us that transfers by that person are no longer authorized ; If you, or someone else with whom you are acting in concert, act with fraudulent intent ; or You reverse engineer or chargeback a transaction made with your XXXX XXXX.

Company response to consumer: Closed with explanation