Consumer complaint received 2021-03-03
Company: Square Inc
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Sent card you never applied for

Complaint:
On XX/XX/2021 I received at my home address via XXXX Mail an envelope containing a VISA Debit Card with embedded chip. The rear ( magnetic stripe side ) of the card is imprinted with my name, an account number, an expiration date, and a CVV. The front bears a code similar to " $ A # # # A ''. The card carrier is printed, " Activate your card. Scan code in Cash App. '' I did not request a card. I am not a customer of the companies involved. I believe the card was fraudulently requested and issued without proper verification. 

I am trying to contact the issuing Cash App organization and their parent/affiliate Square, Inc. to no avail. There is not a XXXX fraud telephone number advertised in the mailing, on the card or on the websites. Victims are referred to communication tools contained within the Cash App software which requires a user account to access. I am not a user, nor do I wish to become one. I do not want to install software or provide personal details to create an account. 

I found a web-form at Square which permitted me to send a message on XX/XX/XXXX. I requested cancellation of the fraudulently generated card. I received an emailed response on XX/XX/2021. The email directed me to the website for Cash App. 

On XX/XX/XXXX, I found a phone number listed on the Cash App website. I called the number that evening. A recording said they were closed and to call back when they were open. No business hours are listed on the website. 

On XX/XX/XXXX, I called again. After several interactions internal to their automated call management system, I was directed to request a callback if I wanted help. I touched the designated phone key and was assured of a callback. 

Hours later, I received a callback, but I missed the call. In a voice message, " XXXX '' said I could call back XXXX to the only advertised number ). 

I called the number again, interacted with the system and was disconnected by the system. 

I called back, interacted with the system, and was directed to request a callback if I wanted help. I touched the designated phone key and was assured of a callback. 

At this moment XXXX XX/XX/XXXX, evening ), I am still waiting for a callback from someone who might take my report of an unsolicited card issue. 

There are several problems evident in the way this ( these XXXX companies do business. A full investigation should be conducted and regulatory remedies applied. I suspect I am not the only consumer adversely effected by these problems. There may be an identifiable class of consumer victims. 

In addition to Cash App and Square, VISA and XXXX XXXX are involved in this incident, and they should be made aware of the problems. 

P.S. On XX/XX/2021, I filed an initial fraud alert request with XXXX. The alert was confirmed by XXXX on the same day as my initial contact. Yay, XXXX! 

P.P.S. The CFPB web-form requires input to the " Billing Address '' section, but this victim has no way of knowing what billing address is associated with this fraudulently-issued, unsolicited card.

Company response to consumer: Closed with explanation