Consumer complaint received 2021-02-23
Company: Square Inc
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Emails associated with account in question : ( 2 XXXX, 1 phone number ) Email 1 ) XXXX Email 2 ) XXXX Phone number 1 ) ( XXXX ) XXXX These are my recognized Email addresses and phone number associated with the account in question. May have been changed multiple times to multiple different emails/Phone numbers. I was only able to screen shot one of the emails that was linked to my account in connection with fraud and an unrecognized address. See screenshot 1 below, unknown unauthorized Email. See screenshot 2 below, recognized emails and phone number but unrecognized Street address. 

2 ) All unauthorized transactions occurred on the same date of XX/XX/2021. The First happened on XX/XX/2021, I can no longer enter my cash app activity so I don't have an exact time for the first alert of this unauthorized, but failed transaction, that was attempted roughly around XXXX EST. Transfer attempt was XXXX to an account holder XXXX XXXX. Unrecognized, unauthorized, failed. I immediately contacted support but only got a voice-mail. I was followed up by email support about the issue sometime shortly before the 2 fraudulent activities that were unauthorized but were successful. Email support advised me ( to give them all the information you were asking for and I did as soon a I recognized the first failed XXXX transfer attempt at XXXX XXXX EST. I noticed the unrecognized and unauthorized attempt to transfer {$100.00} as flagged and failed in my cash app. I contacted support at XXXX XXXX EST on XX/XX/2021. I received my first response at XXXX XXXX EST from XXXX see reference number contact was initiated from email XXXX XXXX : XXXX : re AT XXXX XXXX EST I got a second response to email XXXX About attempted fraudulent activity as I wanted to be sure to that my flag of fraudulent activity was received because it was really important to keep my account clear of any potential fraud considering the amount of money I had in my account at the time the fraudulent activities were committed. 
At XXXX XXXX EST I sent my first response to support in an attempt to force logout on all devices my account was associated with. Nearly two hours before the first successful unauthorized transfer at XXXX XXXX EST, transfered XXXX to a previously denied and just recently added XXXX XXXX after the first unauthorized attempted XXXX funds transfer of {$100.00} at XXXX XXXX EST was flagged and sent back to me for my protection. 
At XXXX XXXX  EST my email address XXXX was unlinked from my cash app. 
At XXXX XXXX EST my email XXXX was unlinked from my cash app. 

Neither of these emailed were unlinked by me. 

At XXXX XXXX EST my cash pin was reset. At this point I was completely unaware of what was going on with my account as my notifications has been edited and emails cut off. Cash pin was rest roughly 3 Minutes prior to the XXXX XXXX EST which was the time of the first {$1000.00} XXXX transfer. 

At XXXX XXXX EST XXXX Transfer to XXXX XXXX of {$2500.00} roughly three minutes past first successful theft of {$1000.00}. Both unauthorized transactions occurred roughly 4 hours after I first alerted cash support with both my emails of the {$100.00} unauthorized, unrecognized but failed and refunded for my protection XXXX transfer attempt at XXXX XXXX EST. Total fraudulent transactions {$3500.00} out of a possibly {$3600.00} had you not refunded that {$100.00} first time attempt. 

3 ) I have never authorized or used any other apps or services that offer cash app advise, services, or support. I always contact support through the official cash app app installed on my phone through XXXX XXXX services. 

4 ) Make and model of phone I was logged into when fraudulent activities were made. 
Make : XXXX Model : XXXX XXXX XXXX Phone make and model of potential fraudulent activities made against my account could possibly be an XXXX. Not sure if the model but it could possibly be a XXXX 5 ) My location when the two successful frauds occurred was in XXXX XXXX, Michigan At XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX 6 ) I did not forward any information or otherwise intentionally given up any important or sensitive information as it refers to my account. I believe the fraudulent activities may have been started on a device I was temporarily using when I has lost my main device around XX/XX/2021. That device was a XXXX XXXX XXXX and it has never been located or recovered to date. I used a temporary either XXXX or XXXX device to monitor and keep an eye on my cash app until I could get a replacement which was connected to cash app XX/XX/2021 and is the XXXX XXXX  XXXX XXXX. 

Please see attached files for email 's, screen shots, and photo of most relavant information I could compile in relationship to the fraud/theft. Photo is of contact card for Officer XXXX of the XXXX county sheriff 's office. Police report filed, all relavant information collected. Contact information, case number, and badge number included on contact card.

Company response to consumer: Closed with explanation