Consumer complaint received 2022-08-10
Company: Block, Inc.
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Around approximately XX/XX/XXXX I was to have {$250.00} deposited in my checking account that I have on file with Cash App. XX/XX/XXXX at XXXX - Received notice that cash out failed on Cash App site XX/XX/XXXX at XXXX - Received notice that {$250.00} went to Discover Bank on Cash App site **I do not nor have I ever had an account with XXXX XXXX XX/XX/XXXX XXXX - Received notice from Cash App Refund Declined XXXX*Never saw refund offer** XX/XX/XXXX at XXXX - I called Cash App spoke to XXXX XXXX explaining to him that I never received the {$250.00}, he gave me a claim number and said it would be approx. 10 business days for them to investigate. ( Claim # XXXX ) XX/XX/XXXX at XXXX - I called Cash App and spoke to XXXX and explained again that the {$250.00} went to a bank I do not have an account with, and she gave me another number ) and that it would be another 10 business days for them to investigate. ( Claim # XXXX ) XX/XX/XXXX at XXXX - I called again and spoke to Sun who stated an email was sent to me on XX/XX/XXXX on what to do. While I had her on the phone I looked at both my inbox/spam boxes and there was no email from Cash App , I asked her how do I get the email resent and she stated she does not do that and to call back, this made no sense. XX/XX/XXXX At XXXX I called back and spoke to XXXX XXXX I explained everything again and he did a test twice for the email address listed on my Cash App account and neither time did it work ** ( something going on with att.net and Cash App ) **. He asked for a backup email address and I gave him my comcast.net email for a test and it worked with no problem. He stated he would send a ticket to the appropriate department explaining everything that happened. XX/XX/XXXX - I still have not heard from Cash App and still don't have my {$250.00}. 

XXXX here again. Thank you for following up, and for taking the time to share your feedback with us in your last message. I can appreciate that this has likely felt like a bit of a trying experience for you, so I'll be certain to share your thoughts with my teammates. At Cash App, we're always trying to improve our product offerings and our services, and I'm sure that your message will be helpful for us in both pursuits. 
To provide you with additional context, our records show that the XXXX XXXX-issued bank account where this {$250.00} Cash Out transfer was directed to was linked to your Cash App account on XX/XX/XXXX at XXXX XXXX. 
With that being said, after reviewing your complaint compared to your support case and account history, I'd like to reaffirm that the information that I previously provided to you on XX/XX/XXXX is both accurate, and complete. 
To provide even more context, based on the information you provided compared to what is reflected in our systems, our investigation into this claim has determined that the transaction ( s ) was authorized by you or someone you authorized to use your credentials, and no error occurred. As a result, your claim has been denied and closed. 

You are entitled to request the documents upon which our denial was based. To initiate this request, please click here : XXXX XXXX XXXX  Note : You must click this link on your phone and have the app downloaded to launch this link. 
If you believe your email to have been compromised we recommend that you link a different email to your account. Please do not link this email address to your account until after youve reset your email password. Failure to do so can result in unauthorized activity on your Cash App account. Here are some additional and helpful tips to protect your information while using Cash App. 

What Do I Do When My Email Has Been Hacked? ( XXXX XXXX XXXX ) ( Security Tips from XXXX XXXX  ) At this time, Cash App highly recommends that you follow up with XXXX Bank XXXX XXXX the funds from this transfer. For your reference, I've attached details below confirming the Cash Out was successfully deposited to the bank linked to Cash App at the time of deposit, XXXXXXXX XXXX 

Its important that you contact the XXXXXXXX XXXX XXXX XXXX department and provide the following information and trace details below : Deposit Amount : {$250.00} Date of Deposit : XX/XX/XXXX at XXXX XXXX Bank Name : XXXXXXXX XXXX Last 3 digits of account # : XXXX Recipient ID : XXXX Trace Number : XXXX The most helpful piece of information here is the Recipient ID and Trace Number, which the bank should be able to use to locate your deposit. If the bank states that the deposit was reversed back to Cash App, ask them to provide the transaction details on a bank letterhead. 
I recognize that this was likely not the resolution you were hoping for, but please know that we truly appreciate your understanding on this matter. Should you have any additional questions or concerns pertaining to your account, kindly respond to this email directly. I'm happy to assist where possible. 

Best, XXXX. 
Cash XXXX Relations Team ref : XXXX : ref On XX/XX/XXXX at XXXX I called XXXX XXXX and spoke to XXXX ( customer service representative ) and explained everything in detail from this email you sent to me to her. 

She stated there was no record on file with the account number/recipient ID # or trace number listed. 

Also as I previously stated numerous times since this incident happened I am not able to log in to the Cash App website at all.

Company response to consumer: Closed with explanation