Consumer complaint received 2022-08-11
Company: Block, Inc.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
On XXXX XXXX, I created a Cash App account when granddaughter request money for XXXX. I sent her {$60.00}. ( My bank records it on the XXXX ). 
XXXX XXXX, she requested {$100.00} loan to go to an amusement park. 
XX/XX/XXXX, I sent {$100.00} to my niece for a graduation present. 
I sent no money after that to either my granddaughter or my niece. 
XX/XX/XXXX : The only other transaction I had was to receive and return {$30.00} to my sister in Florida. She said she needed me to take money a nephew, but she changed her mind and asked me to send it back to her. 
XX/XX/XXXX, I checked my bank records to tell my daughter how much money she had left. I was trying to save it for her. 
I noticed two unauthorized {$95.00} payments to my granddaughter 's name and the cash app company, I scrolled down and noticed several other unauthorized payments.

I contacted my granddaughter who said she's received nothing since the last {$100.00} which she had replied to me in a text with a XXXX icon when she had received it. 
Checking my Cashapp statements, I found these transactions recorded : XX/XX/XXXX unauthorized {$60.00} to grandaughter 's cash app ( she never received it ) XXXX nauthorized {$260.00} to grandaughter 's cash app ( she never received it ) XX/XX/XXXX received {$30.00} from sister in Florida XX/XX/XXXX returned {$30.00} to sister in Florida as requested by her XX/XX/XXXX unauthorized {$360.00} to my granddaughter 's cash app ( she never received it ) XX/XX/XXXX unauthorized {$360.00} to my granddaughter 's cash app ( she never received it ) XX/XX/XXXX unauthorized {$60.00} to my granddaughter 's cash app ( she never received it ) Checking my bank activity I found : the above transactions plus unauthorized transactions for XXXX : XX/XX/XXXX unauthorized {$60.00} to grandaughter 's cash app ( she never received it and this date does not show up on Cash App Activity Page for granddaughter but skps from XX/XX/XXXX transactions, " On Saturday '', to the XX/XX/XXXX transaction, " On XX/XX/XXXX '' ) XX/XX/XXXX unauthorized {$360.00} to grandaughter 's cash app ( she never received it ) XX/XX/XXXX unauthorized {$95.00} to grandaughter 's cash app ( she never received it : On this day, I called the bank when I realized the activity. ) XX/XX/XXXX unauthorized {$95.00} to grandaughter 's cash app ( she never received it ) XXXX  : XX/XX/2022 XXXX XXXX person at XXXX stated " We will help you file a dispute '' She advised me to call Cash app, but they closed at XXXX XX/XX/XXXX I called Cash App. A woman asked if I downloaded any other apps and other questions. She said someone would contact me within 10 days and that I should call my bank and ask the to handle it. 
XX/XX/XXXX ( XXXX ) XXXX from Cash App Disputes emailed that " Based on the information available, our investigation led us to determine that this transaction was authorized by you or someone you authorized to use your credentials and no error occurred. As a result, your dispute has been closed. '' ( He proceeded to tell me to click a link if I want to get documentation, but I was afraid to click on the link at this point in case since I suspected it could be a hacker 's request. ) He also said that since my case is closed, if I want to dispute further, I'll " need to open a new case if you need further assistance for a different issue from Support. '' He stated that my claim number was : XXXX REQUEST : I don't need assistance for a different issue. I need a full reimbursement and my account inactivated and deleted in a way that protects me from further harm. I also would like a criminal investigation into who received the money, because the banking professional with whom I spoke today said that Cash App should be able to " see if account was hacked. '' She said to ask if " receiving end was able to receive and cash into another account. '' She also advised me to make a police report which I will do tomorrow, though I am not sure if I should report to police in my city or in my granddaughter 's city.

Company response to consumer: Closed with explanation