Consumer complaint received 2020-02-07
Company: Square Inc
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2020 I searched XXXX for a LIVE contact in regards to my Cash App account. I did so to reactivate a lost Cash App that was found shortly afterwards. No compromised actions had taken place prior to that day. I located a phone number online after searching " Cash App Customer Service '' the site has recently changed from XXXX and now is XXXX. I dialed the number supplied by the website but immediately hung up due to an uneasy feeling about the situation. I was immediately called back by a man claiming his name was " XXXX '' with Cash App. I briefly discussed the situation and was asked by XXXX to supply my email address as well as phone number to reactivate the card ; along with the last 4 digits of the card in question. Once he located the account he proceeded to send multiple text alerts using the MAIN transaction number I have ever received Cash App Communications. He  claimed that aside from himself no other person will ask for the codes he just sent but due to the situation he would need the codes to complete the process. He told me that everything was complete and that it would take roughly 2 hours for the card to be reactivated onto the account and that he would remove the new card. Minutes later I received another text alert from the MAIN Cash App number stating that the new card being sent was removed from the account. Almost immediately after that I received another text from the MAIN Cash App number stating my account was overdrawn to - {$2.00} which included the ATM Fee and the {$150.00} it contained. I DID NOT AUTHORIZE ANY WITHDRAWALS OR TRANSACTIONS. I immediately called the number back and was greeted with " Hello '' ... no name was ever given. It was a different gentleman who stated " Ma'am this is your fault. You called us. There is nothing you can do ''. Mind you they returned a brief call attempt which initiated the transaction after I hesitantly hung up. I then proceeded to change my access information and contacted the local authorities IMMEDIATELY. I filed a POLICE REPORT with XXXX County Sheriffs Department and have that information available as well. There has been NO LIVE communication as of this day with CASH APP. I have wasted valuable time sending repetitious emails to their supposed " Customer Help '' email address. Only to encounter seemingly automated/rehearsed responses that intentionally slow down the investigation process. At the bottom of each email states you can request a " Call Back '' through the Cash App Application. When i proceeded to do so I was emailed by a Cash App Representative stating the Call Back option was NOT AVAILABLE yet. But it specifically states it is in EVERY email up to that point. Cash App refuses to initiate or accept ANY LIVE COMMUNICATION. Upon reviewing their social media and website I am NOT THE ONLY ONE experiencing supicious and fraudulent activity from this company. The main reason being is that they REFUSE to speak with ANYONE. Which lays out : SCAMMERS PARADISE ''. They state it takes 45 days to complete an " Investigation '' but refuse to update ANYONE on the supposed process and it's OUR MONEY at stake. The don't even give you advice on what to do in the meantime to protect identities or speed up the process. Once again, I have filed a police report and have the information ready to supply when needed. Please help ALL Cash App Victims as to I AM NOT the only one harmed. This company needs to be investigated thoroughly!

Company response to consumer: Closed with explanation