Consumer complaint received 2023-05-15
Company: Block, Inc.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 I had just deposited money into my cash app account managed by XXXX XXXX. I picked my phone up in a notification flashed across saying XXXX {$110.00}. it was a notification from cash app. I exited out of the notification open my cash app account the money that I had just put in there was gone. I immediately logged into the cash app transactions and looked through there for the {$110.00} transactions that had just popped across my screen and the money was debited over to see what date and time that it was debited .there was no evidence of this transaction whatsoever .I then called up XXXX spoke to a customer service over the phone gave them the the amount that was debited and the card that it was debited from .they had no transaction for that amount nor did they have a transaction using that card .I then went to the XXXX app I looked through all my transactions I noticed that I did make several transactions during the time frame that cash app is stating of XX/XX/XXXX through XX/XX/XXXX there was no purchases made with my cash-up account they were all with my chime account ending in XXXX and my EBT account .but I contacted cash app at that point, took screenshots of all my transactions off of the XXXX armed with proof and ready to be refunded I contacted cash app and their explanation of this debit was that they had a technical error between XX/XX/2023 and XX/XX/2023 they issued payment to XXXX but they didn't debit my account so they're just getting the money that's owed to them. when I told them that I had already spoken to XXXX and there was no transaction in that amount made nor did that card get used and I sent them screenshots of my XXXX account with all my purchases none of them were for XXXX .they just dismissed me and then they sent me something telling me directions how to look up transactions. I was addinent about getting my money back but after several times speaking with them over a course of time then they told me that they would send me an email with a spreadsheet of the transaction ( and they can't give me a date of the transaction but they can send me a spreadsheet ) but they never sent the spreadsheet .they asked for my email twice they never contacted me through email XXXX 've asked for their legal department the address phone number email or just the address alone I've asked five to six times I was just deflected each time they keep saying they're escalating my case but nobody ever contacts me this is been going on for days now that money was for my electric bill .I had to borrow money then I had to pay for borrowing the money then I had to pay attorney fee for the attorney to contact them but the attorney needs an address to contact them and they refuse to give me an address. This is not the first issue that I've had with him taking money out of my account unauthorized .one time it was for {$8.00} XXXX contacted XXXX said they didn't have the {$8.00} they didn't take the {$8.00} cash up said contact XXXX and I wasn't getting anywhere so I just gave up because it was only {$8.00}. then one day I put {$75.00} in and I already had money on there when I looked back I had {$3.00} all the money was gone it was like XXXX something dollars that was missing and I contacted them and then by the next business day the money was returned back into the account never with an explanation on why it was taken out and there's no telling how many times they've taken out amounts that I haven't noticed and when these amounts are taken out there's no paper trail on them there's no way to verify them .the money was just there and then it's gone and you can go through the transaction histories and see and add up the money what should be there and there's just no record of where the money goes to and this is three times now that I know for a fact that this has happened

Company response to consumer: Closed with explanation