Consumer complaint received 2020-07-07
Company: Square Inc
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I authorized a {$720.00} on CashApp for a recipient on XX/XX/2020. After this transaction, on XX/XX/2020, I got a fraud alert message via email and text notification about a {$0.00} charge from XXXX XXXX XXXX. I tried to check my online banking and my account was blocked so I contacted the customer service on the phone number XXXX. I told the agent I spoke with that I did not authorize the the XXXX transaction but I did authorize the {$720.00} previously stated above. However, the agent was under the impression that the cashapp transaction was not authorized. As a result, that transaction was reversed on XX/XX/XXXX. On XX/XX/2020, I got a call from the recipient that CashApp had withdrawn the money out of her account because there was an open dispute with my bank that the transaction was a fraud. 

I then called XXXX customer service that same day and asked that the money be returned to CashApp because I did authorize that transaction. Barclays sent the money back to CasApp but up to date the recipient do not still have the money. I have reach out to CashApp so many times but they are not releasing the money. I file a dispute with my bank but I got an email from Cashapp to ask my bank so cancel the dispute so that they will release the money to the recipient. I did so by asking my bank to cancel the dispute because CashApp was going to release the money. I forward a copy of my bank cancellation of the dispute to CashApp and then I receive below email from CashApp : Hi there, We compared the transaction you brought to our attention with your account history. We determined that we received the transaction in question from a known device. This device had accessed your XXXX XXXX   account prior to this event. 

Based on this information, we do not have enough evidence to determine the activity was unauthorized and have denied your claim. This concludes our investigation into this claim. 

We recommend speaking with anyone who had access to your device at the time of the transaction. If your phone was lost/stolen during the time of the transaction and you wish to file a police report, Square will cooperate in their investigation. 

You can also share the following contact information below with law enforcement if you choose to file a report : Square , Inc. 
Attn : Compliance Department XXXX XXXX  XXXX, XXXX XXXX XXXX XXXX, CA XXXX XXXX Important note : Square will not respond to correspondence sent by non-law enforcement/ government agencies to the addresses above. 

To further secure your account, we suggest the following security steps : Sign-In Code- Cash App will never request this information outside the app.

Security Lock- Enable passcode or Touch ID for every in-app Cash App payment.

Personal Identification Number ( PIN ) - Protect it and keep it private.

Do not write it on your card or store it with your card. 
Use a difficult to guess PIN. 
Do not use sequences ( XXXX ), DOB, SSN, address, phone number, etc. 
Push Notifications- Enable for every transaction. 
Virtual Card- Tap your in-app XXXX XXXX to hide its details. 
Touch ID / Facial Recognition / Passcode- Enable login security on all devices.

Each device may vary, please check your device manual for more details.

Email Two-Factor Authentication- Enable for an additional layer of security.

Please note : *Cash App does not have a direct phone number to call. When they are available, you can request a callback from our support team through the in-app Help Center. * Also, Cash App support will never ask you to provide your Sign-In Code, PIN, require you to send a  payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind. 

Thanks,

Company response to consumer: Closed with explanation