Consumer complaint received 2021-05-19
Company: Square Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
To whom it may concern, The cash app is an app on my XXXX XXXX cell phone. On this application, I can 1. Send or receive cash from others that use the cash app, 2. Transfer money from my checking account to the cash app and buy stocks or bitcoin on the cash app. I did the latter. I downloaded the cash app to my phone around XXXX of XXXX. I would transfer money over from my XXXX XXXX XXXX ( XXXX ) checking account to the cash app and then use the money on my cash app to buy shares of bitcoin. Its like a digital wallet. Throughout XXXX to XXXX, I accumulated around {$2000.00} in bitcoin. The value would fluctuate day to day. Everything was doing well until around XX/XX/XXXX, when I noticed that the bitcoin balance on my cash app was gone. At the same time, I noticed that there were all these unauthorized transactions taking place on the cash app. Money was being moved over from my XXXX checking account to the cash app and then shares of bitcoin were being purchased and immediately sold. The transfers were also reflected on my online BOA checking account. Cash app support only has a list of issues that I can pick from to get resolved, but none of these applied to my issue. They dont have a phone number to contact them and you can only email them. I emailed them with my issue and explained what was going on. A man named XXXX emailed me back and stated that he would be taking up my case but stated that I needed to email him the answer to certain questions that he stated in the email to me. I did this along with a detailed list of the unauthorized transactions on my cash app and emailed him back at the cash app support email site. Cash app support would email me back stating that this is an unmonitored email site. I was never able to get back to XXXX at cash app support. Included in this claim is a copy of this rejection email from cash app support, the email I tried to send to XXXX and the email XXXX originally sent me. Also included is detailed copy of the unauthorized bitcoin transactions and checking account transfers on my cash app as well as a copy of my online XXXX XXXX XXXX transactions showing the unauthorized transfers to my cash app. These are circled. This all took place from XX/XX/XXXX to XX/XX/XXXX. Even after XXXX  reissued me a new debit card, it was still going on. They reissued me a second new debit card and I cancelled my checking account information on the cash app. Since then, no further transactions took place, but the damage was already done and around {$4500.00} was stolen from my bank checking account and all of my bitcoin was sold on the cash app. I was working with the bank to try to recover the money and I also filed a police report with my local XXXX XXXX, Florida police department. This is also included in this claim request. XXXX XXXX XXXX denied my claims to get the money back from the unauthorized transactions. Their reason was that the charges were authorized by me or someone else who has permission to use my XXXX XXXX XXXX card. This is clearly not true. I never authorize anyone to use my XXXX  XXXX XXXX debit card, and I never made these transactions. My cash app was obviously hacked and the police detective and my bank both are unable to determine who was making these unauthorized transactions.

Company response to consumer: Closed with explanation