Consumer complaint received 2021-09-14
Company: Square Inc
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2021 I noticed a purchase on my Cash App Card that was made at a XXXX  Store in XXXX at XXXX XXXX. The unauthorized transaction displayed that it was a Cash Card Purchase for {$140.00}. I immediately canceled my card and contacted The Vendor- XXXX. They took the report and told me to reach out to Cash App and give them the Case Number they gave me and they will join in on a Joint Investigation to find out the situation and would get back to me. I contacted Cash App and gave them the repot number from XXXX and the information to begin the complaint on their end. I was told that I would get a response in a few days. Today is XX/XX/2021 and thus far I have yet to receive an adequate response from Cash App regarding the return or refund of my stolen money. I received a new cash app card in the mail about 2 weeks later, and upon me receiving it I noticed that the envelope flap was open as if someone may have tampered with my mail, only to examine a bit closer to discover the seal on the envelope was not moistened at all in order to assure the proper sealing of the card. I immediately contacted Cash App and did not get a response until about 2 days later. I explained my issues about the arrival of the card and it not being secured and they told me to cancel that card and order a new one. I asked them if they could do a courtesy for me and assure that the next card is guaranteed safety and security, and they told me that Cash App does not do that. This only makes me believe that there is a network of criminals operating inside and outside of Cash App and they are legitimately stealing money from Cash App Card customers who may be having the same exact problems. I could not understand how I am holding my card in my pocket in another borough, and someone using myard to make a cash card purchase miles away, and this would make sense. This is not the first time I received a card from Cash App in a damaged envelope, but the card which I previously cancelled was received in a partially opened envelope, which now examining this situation in a birdseye view, I can see that the cards are being sent to a location unsecured and upon their receipt a ta staging location, the card ( s ) information is being skimmed in order to produce new cards, and then sealed and mailed to the customer in order to make them think that the card has been secured since it left the facility. I mentioned this to Cash App and they kept on with cyclic conversation that I had to order a new card then, which would only end me back in the middle of trying to ask Cash App to please send the new card in a more secured manner to assure that it will not be tampered with. thus far I have a cash app card that I am unable to physically use and {$140.00} has ben stolen from my account and Cash App refuses to return any calls or emails. FURTHERMORE, I just received information regarding a CASH APP Data Breach back in XX/XX/2021, which I had no knowledge of or received no Notification about from Cash App or Square. So since this Data Breach, I have been receiving hoardes of unsolicited phone calls from people who know my name and possibly even my social security number, and I was not notified! I am seeking all federal remedies to the fullest extent of the law which would allow me to adequately repair my credit file and other personal data which identifies me.

Company response to consumer: Closed with explanation