Consumer complaint received 2022-04-22
Company: Block, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On or about XX/XX/XXXX my phone was stolen from me And previous to that on XX/XX/XXXX a vehicle of mine was impounded which had my phone in it neither of these phones had a screen lock on them because they were newly purchased and had not yet set it up with them both were logged into my Cash app I then it was using a another new phone and on XX/XX/XXXX received a notification stating that {$50.00} has been sent to a XXXX XXXX somebody I do not know I reported it to Cash app give them the information they ask for in return received an email stating that it is in their opinion that the above transaction and {$50.00} was indeed authorized on my end which it was not after that I felt like my credentials that I was using with the cash app might be compromised so I made a new cash app with a different email address but that cash app that had the unauthorized transactions were still linked to an email that I still use in on XX/XX/XXXX $ in XXXX Ive been purchased on the Cash app that I was no longer using So I logged into that account went right to the activity room and saw that I did not do there was a transaction of {$300.00} to a XXXX XXXX on XX/XX/XXXX there was a {$4000.00} transaction to a cherry cash also someone I do not know and a {$3200.00} transaction to a XXXX XXXX which later on red XXXX XXXX they have the same cash tag so Im assuming theyre the same person I again gave Cashapp the needed information to look into my complaint they told me that my case was being transferred to a different department and and there will be a resolution and things will be figured out for me within 10 to 7 business days and then again received a email stating that after going through the information that I gave them which fully stated my phone had been stolen about a month ago before the first unauthorized transaction which I told him about in XXXX and then also lost another phone previous to that both which were logged into my cash app neither of which had a screen lock they asked me which phones I was using most recently I told him I also informed him of what phones I had had stolen or lost I also informed them that I had no idea that my unemployment backpay which was where the money that was stolen came from was even being deposited into that cash app account because as far as I knew I had that money being direct deposited to a different mobile banking app so I had no idea I was even supposed to be looking for that money to be deposited which it was on XX/XX/XXXX and even after I had informed them that after initially realizing all the unauthorized transactions that I had occurred on my account that I had changed my phone number and email address linked to my cash app because apparently the credentials that I had used previously had been compromised and even after changing both the email address and the phone number these people were able to unlink my new number and new email address linked to this cash app account had I not had a phone that was still logged into the account I wouldve been locked out for good and even after informing them about this Cash App told me that with their findings they said that I had indeed authorized these transactions which I did not and then there was nothing they can do if I felt like resubmitting a claim I could do so if I had any additional information which I dont I just dont think that its fair when you to a company that youve been a victim of fraud And theft as a result of theft that they tell you theres nothing that they can do for you when I am quite sure that there is I just like my money to be refunded that was stolen from me

Company response to consumer: Closed with explanation