Consumer complaint received 2020-12-02
Company: Square Inc
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
This is a long story but I am reaching out to any and every person I can find who that may possibly be able to assist me in escalating an ongoing issue that I have received virtually NO assistance with other than generic responses via email/social media support. With the company " Square/CashApp '' On XX/XX/2020 I realized someone stole my personal information, ID, my visa cards ( as well as money and checks ) and my second phone to create a fake account with this company CashApp as well as DRAIN one of my bank accounts making 47 unauthorized transactions through their application totaling over {$2900.00} over 2 weeks while I was out of town on business - the charges beginning XX/XX/XXXX ending XX/XX/XXXX. 

Upon this realization I immediately contacted my bank when I saw the numerous charges and my bank has explained to me that due to recent policy changes through their internal systems - they do not have the ability to, and can not reverse or chargeback transactions processed through CashApp/Square, and was advised that the company ( i.e. the merchant and POS processor CashApp/Square ) MUST be the ones to do the refund/reversal because this is a P2P service and it is it's own financial institution. 

This has been nothing but hindering to me in many ways. 

Literally I am in tears as I write because I have been going back and forth with their customer service team since XX/XX/XXXX being more than cooperative as well as providing all information I possess to escalate this quickly. I have been getting the run around. It feels like a game. Someone stole from me through this company - yet this company will not step in to assist and has not provided resolution nor reverse the charges? This is mind boggling and is unfair to me and shows that this company is definitely not adhering to their own TOS as well as not at all client-oriented. 

Frustrating as all of this is ; due to the lack of assistance in recovery/reversal of unauthorized charges - I have filed a complaint with the XXXX, and California DPFI, and now with CFPB as I am so exhausted in dealing with the automated responses as well as lack of communication and assistance in something that should be very simple to assist with that I have even made an attempt to reach out to the CEO all to no avail. 

I ask that you please refer to the email chain attached as PDFs as well as supporting documentation attached to understand the absurdity I have had in dealing with this company as well as still dealing with - and I would TRULY appreciate ANY and ALL assistance you can possibly provide in escalating this issue to the person who would be in charge of reversing unauthorized charges processed through this company, CashApp. 

Please I truly appreciate your understanding as well as willingness to address this issue and submit it to the department/person who can handle this and reach an immediate resolution as I am out over {$2900.00} and this company seems to be playing games and not willing to comply with their own TOS. 

You can reach me at any time via email or phone. 

I thank you in advance for your time, understanding, as well as your help in rectifying this as promptly as possible.

Company response to consumer: Closed with explanation