Consumer complaint received 2022-10-21
Company: Block, Inc.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
To whom it may concern, CASHAPP CARD # XXXX XXXX XXXX XXXX EXP : XX/XX/XXXX CVV XXXX On XX/XX/XXXX I was in a hurry to get to XXXX XXXX Airport so I dont miss my flight leaving from XXXX XXXX to XXXX NC to visit family. While I was still at XXXX airport my phone died and I didnt bother to charge cause theres no reason to. Upon getting to NC and making it to my XXXX home in NC I charged my phone n immediately saw several alerts on my phone regarding series of transactions done with my cash app card. I wasnt familiar with the merchants in the transaction or have I done any business in the past with them using my cash app card. First thing I did was look for my card and upon realizing it wasnt in my possession I immediately used the cash app to lock my card and proceeded to contact cash app customers service rep and upon contacting them I was told an investigation will be initiated, the rep told me that I shouldnt worry since I did not authorize any of this transaction and suggested that I file a police report if I can. I contacted the Sheriffs office in XXXX while I was still down there and I was told that since the transactions happened in New York that they cant take a report cause it must be filed in NY. I was communicating with cash app customer service till I got back to New York and they suddenly stopped responding, and to make matter worst they proceeded to terminate my access to my cash app account putting accountability and onus to this financial loss on me. Even in my attempt to file a police report here in New York, the XXXX  needed to contact cash app as well as get some documents regarding the transactions but at this point cash app have gone mute on me. I sent them several emails and got no replies. I was distraught and didnt know who to turn to I called the Attorney Generals office and initiated a complaint, the rep at the AGs office suggested that I can file a lawsuit which I did at the civil court office here, and by the way finding the business address of Cash app was almost impossible and finally I was able to locate an address in XXXX XXXX before the lawsuit can be entered in the court, the court put together some documents for cash app regarding the lawsuits and gave me an instruction on how to deliver it to them since they are out of NY state. I sent the package to the sheriffs office in city hall XXXX XXXX to be delivered to cash app office as directed by the court. In XXXX and XXXX of XXXX I was upstate New York XXXX XXXX XXXX XXXX when the pandemic started, the production was shot down and upon getting back to XXXX I saw the lawsuits package sent back to me by the sheriffs office in XXXX XXXX. At this point everything was shutting which included the civil court and I went on lockDown like everyone and put the file away. Being someone who is XXXX XXXX for having suffered a XXXX in XX/XX/XXXX I had to be extra careful with being out in the world however I know that this issue I will eventually reconvene with.

Company response to consumer: Closed with explanation