Consumer complaint received 2021-02-21
Company: Square Inc
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
A. Description of Dispute The financial impact of the issue : Cash App allowed a hacker to hack into my account, sell my stocks, sell my bitcoin, transfer all my cash out of my account, then shut it down. The total was over {$10000.00} at the time. The present value of these stocks and bitcoin would be over {$50000.00} now. 
Important details like dates or date ranges, products involved, and prices : XX/XX/2020 cash app was hacked and unknown person attempted to withdraw {$2000.00} from my cash app account. This attempt was blocked by cash app and my money was returned to my account. My account was locked while another card was ordered while they did an investigation. 
XX/XX/2020 my cash app account was hacked into again while my account was frozen. The hacker this time disconnected my email account and my phone number from my account so i wouldn't have access to it. The sold all my bitcoin ( {$1900.00} XXXX and all my stocks ( {$7500.00} XXXX and transferred that along with the cash i had in the account XXXX {$1000.00} XXXX out of my account then closed my account. There was nothing i could do but email support from cash app since they don't have live support. 
On XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, and XXXX sent emails to cash app support telling them them what had happened and requested my money be returned and my account restored. 
With most email attempts i was just emailed back an automated email. A few of those times they asked me to write up a detailed description of what happened which i did several times with no response. 
Breach of contract Breach of contract means that the company made a you a promise ( either verbally, through a contract, or implied in their actions ), and then did not live up to that promise according to their terms of service to keep my account secure. 
Breach of warranty Breach of warranty means that a product or service did not live up to the quality that you would expect of that product or service. 
Cash app did not do what it said it would do in helping my stocks and bitcoin stay safe in my account free to buy and sell them as according to their terms of service. 
Negligence Negligence means that the company did not live up to an ordinary standard of care in a way that caused you damage. Every company is obligated to act in a reasonable way to protect their customers from harm. If a company fails to take normal precautions to prevent harm, then its responsible for the harm it caused you. Cash app locked my account instead of performing an investigation and refunding my money. They did not protect my financial investment. 
An intentional bad act. Cash app did not do anything to remedy the fact that i was defrauded out of {$10000.00} of my hard earned money and allowed hackers to drain my account and close it without restoring my money or stocks or any cash. They egregiously neglected their terms of service for unauthorized transactions. 
2. The Harm or Damages You Experienced That was my entire life savings and also my money i used for emergencies and housing. I have since become homeless because i didn't have the money and have gone through a considerable amount of financial distress and emotional distress due to not having my savings that i had invested in cash app. 
Plus the amount of money the bitcoin and stocks would have gained in value is over {$30000.00} dollars as of today 's date.

Company response to consumer: Closed with explanation