Consumer complaint received 2020-08-01
Company: Square Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Saturday, XX/XX/2020 CashApp, which is a part of the Square Company allowed 4 unauthorized transactions to process on my account. Two were declined when I woke up to hear the transactions processing via my XXXX notification. I immediately reported the suspicious activity via CashApp support and disabled my debt card. 

At XXXX a {$50.00} transaction came through from a company referenced as XXXX XXXX XXXX XXXX XXXX. 

At XXXX a transaction from XXXX XXXX. XXXX was paid in the amount of {$93.00} At XXXX CashApp declines a charge of {$83.00} from XXXX XXXX XXXX . 
At XXXX I transferred the remaining funds {$82.00} after the fee ) to my credit union to prevent further u authorized charges. 

At XXXX CashApp declines another transaction from XXXX XXXX XXXX. 

XX/XX/2020 - CashApp notifies me to tell me I need to add more money into my account because I have a negative {$7.00} balance after they have allowed {$140.00} to be taken without my knowledge and authorization. 

I have the private security options enabled as they suggested however they still allowed these transactions to take money from my account. Now they are responding with the typical response tling me to contact the recipient and request a refund. 

When I told them that option was unacceptable because those companies that were allowed to take money from my account appear to not be valid businesses ( I tried to XXXX them ). I replied to their email asking them how am I supposed to request money from someone that was allowed to commit fraudulent withdrawals from my cash app account? Their response and lack of ability to communicate with a human directly is not bringing any resolutiin to this issue. 

The companies last response was ; Hi there, Cash App is unable to cancel or refund completed payments. If you would like to recover your funds, please send a request to the recipient. 

When I explained again this isnt an option and explained the charge was not authorized by me they came back with this response : Hi there, I do not have any new information to provide regarding this issue. Please review the information in our previous emails to understand how to move forward. The previous email is telling me to contact a recipient. 

For questions or concerns outside of this case, please reply back to me here. 

Thanks, Cash Support ref : XXXX : re I keep telling the rep in my emails that there is no recipient bcuz this is someone who they allowed to fraudulently pull cash from my account!!! 

On yesterday, XX/XX/2020 they told me there was nothing more they could do and said they were closing my case. 

This is the worst customer service experience from a company who wants you to trust them with your personal banking information but they are not willing to take accountability when they allow security breaches that allow fraud transactions to be executed without any company resolution. Why are they in a financial industry if they are unwilling to protect you when I followed THEIR SECURITY recommendations??? 

I need help resolving this because they refuse to talk to me or resolve the matter, yet they are asking me for more money to bring my account to a positive balance. I had a positive balance before they allowed my money to go through on a few fraudulent transactions.

Company response to consumer: Closed with explanation